Re: Organizational classifications (ITSM 7.x)

[Bruce Scott]

Rick,

I've found what you refer to, but I think I'm not seeing the whole
conversation.  I see your reply to Tony:

I've been waiting for Remedy to say that explicitly in their ITSM migration
docs when they come out, but I suspect you're right.

Rick

I've followed that thread to it's end with Chris Rom's explanation as well.
I'm wondering if Jennifer is alluding to a more in-depth discussion that I'm
not seeing?

Thank you for all of your help.

Bruce


On 4/29/08, Rick Cook [EMAIL PROTECTED] wrote:

 **

 Bruce, if you can, check the recent archives for info I posted on this.
 I'll be glad to fill in details as you might ask.



 Rick
  --

 *From:* Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] *On Behalf Of *Bruce Scott
 *Sent:* Tuesday, April 29, 2008 3:44 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Organizational classifications (ITSM 7.x)



 **

 Hello list.



 We have finally begun our upgrade from ARS 5.1.2/ITSM 5.6 to ARS
 7.1/ITSM7.0.  I am beginning the configuration of the new version on our
 development system.  I am at the point of creating the classifications and
 want to involve the groups that work the tickets to create the
 classifications they feel most comfortable with using, however I have been
 unable to find definitions or even examples of organizational
 classifications that they can understand or expand on.  Can anyone point me
 in the right direction to find decent examples or clear definitions that you
 may have used?



 Thanks,

 Bruce Scott

 Application Developer - Remedy

 PetSmart, Inc.

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Re: Workflow will not fire?

[Bruce Scott]

Brian,
 
Try moving your Close Window action to after your Set Fields action.
 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Tuesday, September 11, 2007 7:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow will not fire?


** 
Hi John,
 
The AL has 4 actions. Three always fire and always show up in the AL
log. The 4th action never shows up and does not fire.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Atherly
Sent: Tuesday, September 11, 2007 10:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow will not fire?


** 
Does the active link show up in the active link at all?  I'm working on
the same issue with my active link is not listed in the AL log unless I
open CHG:Task form from the object list and do a search for the ticket.
When it is modified the AL will fire as designed

John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120 



Sokol, Brian [EMAIL PROTECTED] 
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG 

09/11/2007 10:25 AM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
Workflow will not fire? 






** 

I have an active link that has 4 actions in it. When a button is pushed
the following actions should occur: 

1) Push Fields  - to a supporting table 
2) Close Window 
3) Set Fields - I am setting a field using COLSUM 
4) Change Field - simply refresh a table field 

Actions 1,2 and 4 always fire. I can never get action 3 to fire. If I
look at the Active Link log it never shows as if it does not exist. I
know I experienced this same type of problem some time ago where some
workflow was just ignored. I am on ARS 7.01 patch 1 on SQL 2000/Server
2003. Anyone have an idea to try? 

thanks 

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com http://www.scholastic.com/  

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the intended recipient, or has received this message in error, you are hereby 
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Re: Remedy Skilled Professionals

[Bruce Scott]

I'm one.

-Original Message- 
From: Action Request System discussion list(ARSList) on behalf of Scott 
Ames 
Sent: Tue 7/31/2007 8:00 AM 
To: arslist@ARSLIST.ORG 
Cc: 
Subject: Remedy Skilled Professionals


** 
How many Remedy Skilled Professionals are out there?
 
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Re: Reset Incident Number ID

[Bruce Scott]

Rami,
 
If you have access to the database directly, look for the ARSCHEMA
table and update the value for NEXTID for the table in question.  If you
have any records in the Incident table and you set the NEXTID below the
existing entry IDs, you will have problems later when the NEXTID value
increments to equal the existing entry id.
 
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rami S Ayoub
Sent: Monday, July 16, 2007 5:38 AM
To: arslist@ARSLIST.ORG
Subject: Reset Incident Number ID


** 
**

Hi List, 

 

How can I Reset the IN Number to start from IN01., i already
have old cases and i want now start from number 1 ?

 

AR Server 7

SQL 2005

Incident and Problem 

Windows 2003

 

Regards,

Rami

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Re: ARS v7.0.1P2 LIST threads initiate inexplainably

[Bruce Scott]

Susan,
 
I have to agree with JT.  I've seen this on a 6.3.0 server and a 5.1.2
server.  Both were caused by an escalation which was calling a process
incorrectly.
 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Davies, J.T.
Sent: Tuesday, July 10, 2007 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS v7.0.1P2 LIST threads initiate inexplainably


** 
Hi Susan,
 
I've experienced these errors before, too, a long time ago: Signal 5
termination on a specific thread.
 
I was able to trace it back to a workflow problem, and with your jump
from 5.1.2 to 7.0, I'd imagine you might be in the same boat.
 
What I found was with the Run Process commands.
 
To give an example:
 
You're calling the Application-Delete-Entry command.  It's expecting two
inputs: Form and ID.
 
The problem is akin to receiving a bad input value.  Perhaps the ID was
missing, or the Form name was invalid...some wacky scenario where the
command raised an error, and thus, the users execution died.
 
I also found the errors were occurring if a command was expecting an
integer value (say, the number of seconds to offset on a Business Time
command), but the input was some character string (ABC).
 
You might see if your logs (Filter and SQL) can narrow this down for
you.  You might have to mentally process some of these commands, because
I do remember that it wasn't very apparent in the logs that it was
failing on these.
 
Hope this helps or provides a little more direction!

 
J.T.
New Edge Networks
An Earthlink Company

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, July 10, 2007 2:16 PM
To: arslist@ARSLIST.ORG
Subject: ARS v7.0.1P2 LIST threads initiate inexplainably


** 
Since our upgrade from ARS 5.1.2 to 7.0.1P2 on 6/27/07 I have no life.
Ok, that's the end of my rant.
 
Everyday, with the exception of Sat/Sun even though there are some users
on the system, we have a thread run wild issue.  It is with the LIST
threads.  This manifested itself in a arerror94 - database timeout
 
Of course everyone points to Remedy but it didn't feel like a Remedy
issue.  I felt like network or database.  Well after 4 days of denial
the other guys finally started looking at their sides and various
changes were made.  Optimizations in oracle and some minor server
changes.  Yesterday we actually ran the full high-production hours
schedule without timing out.  Thought I was home free.  
 
Well on the way home the threads started to initiate again.  And finally
by 10:30p I had to restart the services because we were at 14 threads
and our max is 15.  Some sleep is required even after a v7 upgrade.
 
Restarting the services clears the problem.  Yesterday we ran most of
the day at 10 threads.  I check old statistics from May and that's what
we were running at then.  I know, it seems high ... that's not the issue
right now. 
 
We were having 343 errors appear after a restart which didn't seem all
that bad but apparently are VERY bad.  Those got cleared away today and
we are not seeing them anymore.  
 
So today, it's been a horrific day.  Four times we pushed the threads to
the limit and had to restart services.  
 
Over the last week or so I've become intimately familiar with my sql
logs again.   Looking for trends, patterns, hints.  Sometimes it seems
like when a person logs in it causes a thread to stop and restart.  Or
maybe it's the start of the thread buildup. 
 
But what I do see periodically are the following errors.  AND I think
I'm see a pattern that after one of these there is a slow buildup of
threads from 7-11 over 20-30 minutes then 12-15 is faster.  We start
seeing hourglasses when I think we're at 14 on the way to 15. 
 
I'd like to know what the entry below is telling me.  I've asked bmc
support but have received no answer.  I've looked in the sql logs at
this time and don't see a real pattern to what the person was doing that
would drive me in a certain direction. 
 
Any knowledge on this you can share would be appreciated.  
 
Thanks,
Susan Palmer
ShopperTrak
 
ARS v7.0.1P1
Oracle 10g
Windows 2003

Tue Jul 10 14:55:33 2007  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Jul 10 14:55:33 2007 
   Timestamp: Tue Jul 10 2007 14:55:34.1250 
   Thread Id: 2664 
   Version: 7.0.01 patch 002  200704021644 Apr  2 2007 20:12:39
   ServerName: remsrv 
   Database: SQL -- Oracle
   Hardware: Intel Pentium
   OS: Windows NT 5.2
   RPC Id: 13200
   RPC Call: 34 (EXP) 
   RPC Queue: 390635
   Client: User AdamsT from Remedy User (protocol 9) at IP address
10.0.4.68
   Form: 
   Logging On: API SQL Thread
   Code: c005
   Operation: read 
   Access Addr: 736C6C69
   Stack Begin: 
   Stack End 

Tue Jul 10 14:55:33 2007  390635 : AR System

Re: ARS v7.0.1P2 LIST threads initiate inexplainably

[Bruce Scott]

I would think that you would want to run the Filters and/or Escalations
logs and look for processes running about the time the threads increase.
 
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, July 10, 2007 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS v7.0.1P2 LIST threads initiate inexplainably


** 
JT and Bruce,
Good suggestion ... will I see that easier in API logs.  I've been
running them too.
Thanks,
Susan



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Re: Installing ARS 5.1.2 on SQL 2005

[Bruce Scott]

I agree that ARS 5.1.2 is not supported on SQL 2005.  In fact, the whole
point of this exercise is to move off of ARS 5.1.2 to something more
supported.  I'm just looking for options at this point before I get into
the crunch that always comes with an upgrade.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Wednesday, June 27, 2007 4:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005


** 

Bruce,

 

I hate to point out the obvious but if you look at the compatibility
matrix SQL 2005 is not supported until ARS v7.x. 

 

Good luck,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, June 26, 2007 6:39 PM
To: arslist@ARSLIST.ORG
Subject: Installing ARS 5.1.2 on SQL 2005

 

I am trying to move my existing ARS system from Oracle 9i to SQL Server
2005 prior to upgrading the version of ARS.  However, I can't get the
ARS 5.1.2 installer to recognize the SQL 2005 Client dlls. Newer
versions of ARS will install correctly, but I would like to take a
smaller jump in changes if possible.  Has anyone else experienced this?
The error message I'm seeing is this:

 

Cannot load database connection DLL.  The database software might not be
installed.  Click OK to return to the Select Database screen.

 

With an earlier install using the Oracle 9i client this error was
attributed to having a semi-colon in place of the colon of the path
statement.  The path statement has been modified to include the
following variants:

 

C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\;C:\Progra~1\Micros~4\90\Tools\
Binn\VSShell\Common7\IDE\;C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\

 

Any suggestions would be greatly appreciated.

 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 

  _  

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attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.

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the intended recipient, or has received this message in error, you are hereby 
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Re: Installing ARS 5.1.2 on SQL 2005

[Bruce Scott]

Stephen,
 
My DBA already says that the SQL 2000 client will not connect to the SQL
2005 database.  The other item you mention is of interest however.  I
recall at my last company that the SQL 2000 database was upgraded to SQL
2005 with no known issues, but I'm not sure if it was upgraded in place
or restored to a 2005 db.  Do you know if SQL 2005 will upgrade a
restored db?
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Wednesday, June 27, 2007 4:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005


** 
Bruce,
 
You probably already know that SQL 2005 is not supported on 5.1.2 ARS...
however here is something to try.
 
Install SQL 2000 on the same computer, then try to install ARS 5.1.2 to
your SQL 2005 instance. If that fails then install it to your SQL 2000
instance.  After you have installed all the ARS software make a SQL
database backup of the ARSystem db.  Restore the db to SQL 2005. Then
update the ar.cfg file to point to the 2005 server.   This may trick ARS
into running on SQL 2005.
 
HTH
 
Stephen

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, June 26, 2007 6:39 PM
To: arslist@ARSLIST.ORG
Subject: Installing ARS 5.1.2 on SQL 2005


** 
I am trying to move my existing ARS system from Oracle 9i to SQL Server
2005 prior to upgrading the version of ARS.  However, I can't get the
ARS 5.1.2 installer to recognize the SQL 2005 Client dlls. Newer
versions of ARS will install correctly, but I would like to take a
smaller jump in changes if possible.  Has anyone else experienced this?
The error message I'm seeing is this:
 
Cannot load database connection DLL.  The database software might not be
installed.  Click OK to return to the Select Database screen.
 
With an earlier install using the Oracle 9i client this error was
attributed to having a semi-colon in place of the colon of the path
statement.  The path statement has been modified to include the
following variants:
 
C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\;C:\Progra~1\Micros~4\90\Tools\
Binn\VSShell\Common7\IDE\;C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\
 

Any suggestions would be greatly appreciated.

 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 
  _  

The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.
  _  

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the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
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Re: Installing ARS 5.1.2 on SQL 2005

[Bruce Scott]

Rogerio,
 
Thanks.  I must have missed that thread.  I'll give it a look.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Wednesday, June 27, 2007 7:03 AM
To: arslist@ARSLIST.ORG
Subject: RES: Installing ARS 5.1.2 on SQL 2005


** 

Bruce,

 

We did this installation in our enviroment using some advices from Joe
D'Souza (thanks Joe). You can search the archives, search for the
Webservice installation thread, two weeks ago.

 

HTH,

 

Rogerio Bronzoni Aguiar

 

  _  

De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Bruce Scott
Enviada em: quarta-feira, 27 de junho de 2007 10:55
Para: arslist@ARSLIST.ORG
Assunto: Re: Installing ARS 5.1.2 on SQL 2005

 

I agree that ARS 5.1.2 is not supported on SQL 2005.  In fact, the whole
point of this exercise is to move off of ARS 5.1.2 to something more
supported.  I'm just looking for options at this point before I get into
the crunch that always comes with an upgrade.

 

Thanks,

Bruce

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Wednesday, June 27, 2007 4:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005

** 

Bruce,

 

I hate to point out the obvious but if you look at the compatibility
matrix SQL 2005 is not supported until ARS v7.x. 

 

Good luck,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, June 26, 2007 6:39 PM
To: arslist@ARSLIST.ORG
Subject: Installing ARS 5.1.2 on SQL 2005

 

I am trying to move my existing ARS system from Oracle 9i to SQL Server
2005 prior to upgrading the version of ARS.  However, I can't get the
ARS 5.1.2 installer to recognize the SQL 2005 Client dlls. Newer
versions of ARS will install correctly, but I would like to take a
smaller jump in changes if possible.  Has anyone else experienced this?
The error message I'm seeing is this:

 

Cannot load database connection DLL.  The database software might not be
installed.  Click OK to return to the Select Database screen.

 

With an earlier install using the Oracle 9i client this error was
attributed to having a semi-colon in place of the colon of the path
statement.  The path statement has been modified to include the
following variants:

 

C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\;C:\Progra~1\Micros~4\90\Tools\
Binn\VSShell\Common7\IDE\;C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\

 

Any suggestions would be greatly appreciated.

 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 

  _  

The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.

  _  

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The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.

  _  

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attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited

Re: Installing ARS 5.1.2 on SQL 2005

[Bruce Scott]

Rogerio,
 
I've just finished looking at the thread you mentioned.  How did you get
AR Server to install on SQL 2005?
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Wednesday, June 27, 2007 7:03 AM
To: arslist@ARSLIST.ORG
Subject: RES: Installing ARS 5.1.2 on SQL 2005


** 

Bruce,

 

We did this installation in our enviroment using some advices from Joe
D'Souza (thanks Joe). You can search the archives, search for the
Webservice installation thread, two weeks ago.

 

HTH,

 

Rogerio Bronzoni Aguiar

 

  _  

De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Bruce Scott
Enviada em: quarta-feira, 27 de junho de 2007 10:55
Para: arslist@ARSLIST.ORG
Assunto: Re: Installing ARS 5.1.2 on SQL 2005

 

I agree that ARS 5.1.2 is not supported on SQL 2005.  In fact, the whole
point of this exercise is to move off of ARS 5.1.2 to something more
supported.  I'm just looking for options at this point before I get into
the crunch that always comes with an upgrade.

 

Thanks,

Bruce

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Wednesday, June 27, 2007 4:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005

** 

Bruce,

 

I hate to point out the obvious but if you look at the compatibility
matrix SQL 2005 is not supported until ARS v7.x. 

 

Good luck,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, June 26, 2007 6:39 PM
To: arslist@ARSLIST.ORG
Subject: Installing ARS 5.1.2 on SQL 2005

 

I am trying to move my existing ARS system from Oracle 9i to SQL Server
2005 prior to upgrading the version of ARS.  However, I can't get the
ARS 5.1.2 installer to recognize the SQL 2005 Client dlls. Newer
versions of ARS will install correctly, but I would like to take a
smaller jump in changes if possible.  Has anyone else experienced this?
The error message I'm seeing is this:

 

Cannot load database connection DLL.  The database software might not be
installed.  Click OK to return to the Select Database screen.

 

With an earlier install using the Oracle 9i client this error was
attributed to having a semi-colon in place of the colon of the path
statement.  The path statement has been modified to include the
following variants:

 

C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\;C:\Progra~1\Micros~4\90\Tools\
Binn\VSShell\Common7\IDE\;C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\

 

Any suggestions would be greatly appreciated.

 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 

  _  

The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.

  _  

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The information contained in this electronic mail message, including
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intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
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Re: Installing ARS 5.1.2 on SQL 2005

[Bruce Scott]

Joe,
 
Thanks for the info.  Do you know if that will bypass the dll check
performed by the installer when attempting to install ARS Server?
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, June 27, 2007 8:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005


** 
Hi,
 
Its sp_dbcmptlevel. That is what you use to drop or raise the
compatibility level of an SQL database.. Look for help on using it and
you should find your way through it..
 
The different compatibility levels are:
 
60 = SQL Server 6.0
65 = SQL Server 6.5
70 = SQL Server 7.0
80 = SQL Server 2000
90 = SQL Server 2005
 
So drop it down to 80 to make it work..
 
Cheers
 
Joe 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Bruce Scott
Sent: Wednesday, June 27, 2007 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005


** 
Rogerio,
 
I've just finished looking at the thread you mentioned.  How did
you get AR Server to install on SQL 2005?
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Wednesday, June 27, 2007 7:03 AM
To: arslist@ARSLIST.ORG
Subject: RES: Installing ARS 5.1.2 on SQL 2005


** 

Bruce,

 

We did this installation in our enviroment using some advices
from Joe D'Souza (thanks Joe). You can search the archives, search for
the Webservice installation thread, two weeks ago.

 

HTH,

 

Rogerio Bronzoni Aguiar

 


  _  


De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Bruce Scott
Enviada em: quarta-feira, 27 de junho de 2007 10:55
Para: arslist@ARSLIST.ORG
Assunto: Re: Installing ARS 5.1.2 on SQL 2005

 

I agree that ARS 5.1.2 is not supported on SQL 2005.  In fact,
the whole point of this exercise is to move off of ARS 5.1.2 to
something more supported.  I'm just looking for options at this point
before I get into the crunch that always comes with an upgrade.

 

Thanks,

Bruce

 

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Wednesday, June 27, 2007 4:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005

** 

Bruce,

 

I hate to point out the obvious but if you look at the
compatibility matrix SQL 2005 is not supported until ARS v7.x. 

 

Good luck,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, June 26, 2007 6:39 PM
To: arslist@ARSLIST.ORG
Subject: Installing ARS 5.1.2 on SQL 2005

 

I am trying to move my existing ARS system from Oracle 9i to SQL
Server 2005 prior to upgrading the version of ARS.  However, I can't get
the ARS 5.1.2 installer to recognize the SQL 2005 Client dlls. Newer
versions of ARS will install correctly, but I would like to take a
smaller jump in changes if possible.  Has anyone else experienced this?
The error message I'm seeing is this:

 

Cannot load database connection DLL.  The database software
might not be installed.  Click OK to return to the Select Database
screen.

 

With an earlier install using the Oracle 9i client this error
was attributed to having a semi-colon in place of the colon of the path
statement.  The path statement has been modified to include the
following variants:

 

C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\;C:\Progra~1\Micros~4\90\Tools\
Binn\VSShell\Common7\IDE\;C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\

 

Any suggestions would be greatly appreciated.

 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 


  _  


The information contained in this electronic mail message,
including attachments, if any, is PetSmart confidential information.  It
is intended only for the use of the person(s) named above.  If the
reader of this message is not the intended recipient

Re: Installing ARS 5.1.2 on SQL 2005

[Bruce Scott]

Joe,
 
This is all good information.  I will definitely pursue the information
of the Stored Procedure you mention.  Thank you for all of your help.
 
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, June 27, 2007 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005


** 
What it does is prepares the DB as though it was of the version that you
specify. For e.g. if your server is 2005 but you assign a compatibility
level of 80 to the ARSystem database, it is as though this ARSystem
database were residing in a version 2000 server. So you might be able to
get around your connection problems using this method. I had used this
stored procedure years ago when the DBA had upgraded an SQL server from
version 6.5 to version 7 without checking with us, and my connection to
the ARS had failed. I think it was ARS 4.
 
So instead of rolling back we tried to find out if we can move further
and came up with this solution.
 
This stored procedure is basically designed for migrations when you are
moving up on your database version but need its compatibility level to
be on another level.. you can only move lower than your server version
level. For e.g. if you are on 2000 server you cannot move your database
compatibility level to 2005..
 
Please read the help for this SP so you know what you should expect it
to change on your database..
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Bruce Scott
Sent: Wednesday, June 27, 2007 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005


** 
Joe,
 
Thanks for the info.  Do you know if that will bypass the dll
check performed by the installer when attempting to install ARS Server?
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Wednesday, June 27, 2007 8:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005


** 
Hi,
 
Its sp_dbcmptlevel. That is what you use to drop or raise the
compatibility level of an SQL database.. Look for help on using it and
you should find your way through it..
 
The different compatibility levels are:
 
60 = SQL Server 6.0
65 = SQL Server 6.5
70 = SQL Server 7.0
80 = SQL Server 2000
90 = SQL Server 2005
 
So drop it down to 80 to make it work..
 
Cheers
 
Joe 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Bruce Scott
Sent: Wednesday, June 27, 2007 10:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Installing ARS 5.1.2 on SQL 2005


** 
Rogerio,
 
I've just finished looking at the thread you mentioned.
How did you get AR Server to install on SQL 2005?
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Wednesday, June 27, 2007 7:03 AM
To: arslist@ARSLIST.ORG
Subject: RES: Installing ARS 5.1.2 on SQL 2005


** 

Bruce,

 

We did this installation in our enviroment using some
advices from Joe D'Souza (thanks Joe). You can search the archives,
search for the Webservice installation thread, two weeks ago.

 

HTH,

 

Rogerio Bronzoni Aguiar

 


  _  


De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Bruce Scott
Enviada em: quarta-feira, 27 de junho de 2007 10:55
Para: arslist@ARSLIST.ORG
Assunto: Re: Installing ARS 5.1.2 on SQL 2005

 

I agree that ARS 5.1.2 is not supported on SQL 2005.  In
fact, the whole point of this exercise is to move off of ARS 5.1.2 to
something more supported.  I'm just looking for options at this point
before I get into the crunch that always comes with an upgrade.

 

Thanks,

Bruce

 

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger

Installing ARS 5.1.2 on SQL 2005

[Bruce Scott]

I am trying to move my existing ARS system from Oracle 9i to SQL Server
2005 prior to upgrading the version of ARS.  However, I can't get the
ARS 5.1.2 installer to recognize the SQL 2005 Client dlls. Newer
versions of ARS will install correctly, but I would like to take a
smaller jump in changes if possible.  Has anyone else experienced this?
The error message I'm seeing is this:
 
Cannot load database connection DLL.  The database software might not be
installed.  Click OK to return to the Select Database screen.
 
With an earlier install using the Oracle 9i client this error was
attributed to having a semi-colon in place of the colon of the path
statement.  The path statement has been modified to include the
following variants:
 
C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\;C:\Progra~1\Micros~4\90\Tools\
Binn\VSShell\Common7\IDE\;C:\Program Files\Microsoft SQL
Server\90\Tools\Binn\VSShell\Common7\IDE\
 

Any suggestions would be greatly appreciated.

 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 

#
The information contained in this electronic mail message, including 
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the intended recipient, or has received this message in error, you are hereby 
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communication is strictly prohibited.  If you are not the intended recipient or 
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Re: new free Windows-tool RRR|HelpText

[Bruce Scott]

Misi,

This is an excellent tool.  I was wondering how I was going to clean up
the often vague or redundant error messages that I see, and you provide
us with this.


Many thanks,
Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: Wednesday, June 20, 2007 8:15 AM
To: arslist@ARSLIST.ORG
Subject: OT: new free Windows-tool RRR|HelpText

Hi,

Managing Help Texts in Remedy has allways been a pain.

I would think that the screenshot speaks for itself:
http://rrr.se/c/online/l/rrrhelptext.png

Documentation: https://www.rrr.se/c/doc/RRR_HelpText.pdf

Download: https://www.rrr.se/cgi/helptext/main

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at
http://rrr.se.


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the intended recipient, or has received this message in error, you are hereby 
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Re: new free Windows-tool RRR|HelpText

[Bruce Scott]

I meant help text, really, I did. 


Thanks,
Bruce

-Original Message-
From: Bruce Scott
Sent: Wednesday, June 20, 2007 9:05 AM
To: 'arslist@ARSLIST.ORG'
Subject: RE: new free Windows-tool RRR|HelpText

Misi,

This is an excellent tool.  I was wondering how I was going to clean up
the often vague or redundant error messages that I see, and you provide
us with this.


Many thanks,
Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: Wednesday, June 20, 2007 8:15 AM
To: arslist@ARSLIST.ORG
Subject: OT: new free Windows-tool RRR|HelpText

Hi,

Managing Help Texts in Remedy has allways been a pain.

I would think that the screenshot speaks for itself:
http://rrr.se/c/online/l/rrrhelptext.png

Documentation: https://www.rrr.se/c/doc/RRR_HelpText.pdf

Download: https://www.rrr.se/cgi/helptext/main

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at
http://rrr.se.


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Re: Diary Field Issue

[Bruce Scott]

I've seen things like this before where the .arf files have become
corrupt.  try deleting the *.arf and *.arv files from the system used
for the demonstration, especially if no one else is seeing that issue.
 
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kendhammer, Mike
Sent: Friday, June 08, 2007 7:24 AM
To: arslist@ARSLIST.ORG
Subject: Diary Field Issue


** 

Happy Friday!

 

A user of mine traveling overseas was trying to do a demonstration of
our custom help desk app.  When she clicked on the button to expand the
diary field (Activity Log) to the dialog box, neither the Diary History
nor the Diary Editor fields were visible.  I have never seen this happen
before.

 

I have attached screen shots of both the Diary Field dialog box in
question and a normal view.  

 

The user was using the 7.0.1 patch 002 User Tool.  I don't have the OS
info yet, but believe it is Windows XP.

 

Other specs...

ARS 6.3.0 patch 20

Oracle 9i

HP-UX 11i

 

Any ideas what maybe causing this?

 

Thanks!

Mike

__20060125___This posting was submitted with HTML in
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Re: TestTest

[Bruce Scott]

Test Satisfactory.
 
 
  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Mathieu Pitre
Sent: Friday, May 18, 2007 7:43 AM
To: arslist@ARSLIST.ORG
Subject: TestTest


** 
This is a test.
 
Mathieu Pitre 
Applications spécialisées 
Direction Solutions informatiques 
VP Centre de services partagés 
800, boul. de Maisonneuve Est, Montréal, QC - Étage 12
Téléphone : 840-3000, poste 4828
Adresse électronique : [EMAIL PROTECTED]
 
 
__20060125___This posting was submitted with HTML in it___ 

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Re: Getting Rid of the Search Bar at Top of Midtier Forms

[Bruce Scott]

Norm,
 
Look at the appearance tab of the view properties for the form in
question.  The property in question is the web toolbar option towards
the bottom (Visible, Hidden).  See Basic Guide, page 376.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Tuesday, April 24, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Getting Rid of the Search Bar at Top of Midtier Forms


** 

Hi everyone:

 

I'm sure this is a piece of cake, but for the life of me I can't find
it.  I have a display only form that I display on a 6.3 Midtier.  The
form is display only, yet when I pull it up using a direct URL, the
Midtier includes the Search bar at the top of the page...you know, the
bar at the top that tells you what mode you're in and gives you the
button to switch to new mode, etc.  How do I set it so that that bar
doesn't show at all?

 

Thanks,

Norm

__20060125___This posting was submitted with HTML in
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Re: Table Looping in a filter

[Bruce Scott]

Derek,

You may want to have any filters within the loop bypass phasing (add the
~! To the end of the Filter title) if you are doing any 2nd or 3rd phase
actions in the filter 

Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Derek Fernandes
Sent: Monday, April 23, 2007 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Table Looping in a filter

Hi listers,

I am trying to loop though a table in a filter. First, is this even
possible? (I haven't done anything like this before)

I am trying to count the number of times something shows up in a table,
however, it is not working. This is how I have set it up

1) I have a filter that fires on submit/modify of the form that the
table is on:
a) sets up some counters (outboundmessagecount = 0, loopcount = 1).
b) Calls a filter guide with a Table Loop on the table I want to
loop though.

2) The Filter Guide calls one filter (below)

3) Filter that loops through the table: Loops though the table if
columnName = Outbound AND loopcount  3 (*I want to see if the first 2
rows of the table are Outbound messages* *- this is the end goal of
doing this - I want an integer value with this number*).
a) If Action - outboundmessagecount  = outboundmessagecount + 1
 loopcount = loopcount + 1
b) Else Action - loopcount = loopcount + 1

All I get is loopcount = 2 and outboundmessagecount = 0 , so the If
Action never fires. Is this because the table has to be refreshed before
it can read from the table? How do you do this from a filter?

Help.

Thanks,
Derek

--
Derek Fernandes
Programmer Analyst
U of C Information Technologies
ES 1010, University of Calgary
Calgary, Alberta  T2N 1N4
403.210.9879


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Re: Table Qualifications / Parenthesis

[Bruce Scott]

I would modify your statement to be the following:
( 'Resource Type' = $Request Type$) AND (( 'Restrict Region' = 1) AND ( 
'Resource Region' = $Request Region$))
 
This will do the same thing as your original intended query.
 
 
Bruce

-Original Message- 
From: Action Request System discussion list(ARSList) on behalf of 
Carter, Craig J Civ ARPC/DPD 
Sent: Wed 4/18/2007 8:14 AM 
To: arslist@ARSLIST.ORG 
Cc: 
Subject: Re: Table Qualifications / Parenthesis


** 

You do need the extra $ at the end of the Request Region field so it’s 
fixing that—your original entry is not valid.

 

CRAIG J. CARTER


  _  


From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Wednesday, April 18, 2007 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Table Qualifications / Parenthesis

 

Running Admin Tool 7.0.1 patch 002

 

I build the following qualification:

('Resource Type' = $Request Type$) AND ('Restrict Region' = 1 AND 
'Resource Region' = $Request Region)

 

When I click save, Admin Tool decides that

( 'Resource Type' = $Request Type$) AND ( 'Restrict Region' = 1) AND 
( 'Resource Region' = $Request Region$)

is actually what I want and this second (broken) qualification is what 
ends up being saved.

 

Am I crazy or stupid or?

 

Michael Durrant
IT Systems Integration Analyst

Division of Information Technology
Idaho Department of Health and Welfare

Email: [EMAIL PROTECTED]

Share what you know.  Learn what you don't.

--
Computer problems?  Please call the IT Help Desk at 800-399-3503 or 
email [EMAIL PROTECTED]  Please do not send requests for assistance directly to 
me as I may not be able to respond immediately.

 


 

 

The information contained in this email may be privileged, confidential 
or otherwise protected from disclosure.  All persons are advised that they may 
face penalties under state and federal law for sharing this information with 
unauthorized individuals.  If you received this email in error, please reply to 
the sender that you have received this information in error.  Also, please 
delete this email after replying to the sender. 

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Re: pleae respond till RESOLVED

[Bruce Scott]

Neel,
 
I see your message.
 
Bruce

-Original Message- 
From: Action Request System discussion list(ARSList) on behalf of 
SUBSCRIBE arslist Neel 
Sent: Wed 4/18/2007 10:21 AM 
To: arslist@ARSLIST.ORG 
Cc: 
Subject: pleae respond till RESOLVED



Hello ARslisters,

I am new to ARSlist and I am not sure if my messages are going through.
If you guys can see this email, could you please respond to it? I'm a
bit confused here and need to make sure my messages are reaching you
actually.

Thank you,

Neel Gautam


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, April 18, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS7  Matching Assignee Group field

Computed groups are automatically assigned to users based on the
user's regular group membership.  You just define the qualification
that determines whether a user is in a computed group or not and the
server takes care of the rest.

Read up on computed groups; I think they fit the bill.

If you want to manage row-level locking based on a condition of a
number of other groups for which a user is a member, you are going to
have to maintain the data to drive that somewhere.  It's the price
you're going to have to pay for your requirement.

Axton Grams

On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote:
 I'm sorry, I should have clarified.
 Computed groups would work, except that I'm going to have (literally)
 hundreds of base groups, any combination of which might end up being
in
 the 'Assignee Group' field together.

 Unless there's a way to construct computed groups on the fly, I think
 I'd need to create thousands of computed groups manually to cover
every
 possible combination of the base groups.

 Uhm ... is there a way to create computed groups on the fly (and
assign
 them to specific users on the fly as well)? That might work, though
 strikes me as overly complicated.

 thanks again,

 -Andrew

 On Apr 18, 2007, at 11:08 AM, Axton wrote:

  Computed Groups could help you with this?
 
  Create a computed group to your qual GroupA and GroupB...
 
  Put the computed group in the assignee group field.
 
  Haven't done this first-hand, so I'm not sure if you will run into
  issues; but theoretically it should work.
 
  Axton
 
  On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote:
  Hello everyone:
 
  In ARS7 you can use the 'Assignee Group' (field id 112) field to
  control access to records (row-level locking). If you grant the
  'Assignee Group' permission on the 'entry id' field, then only
users
  who are in the group specified in the 'Assignee Group' field are
  granted permission to view the record.
 
  This works just fine for me. However, I need to make this work with
  multiple groups.
  Specifically, the requirement is that a user must be in ALL of the
  groups listed in the 'Assignee Group' field, to have access to the
  ticket.
 
  So for instance if 'Assignee Group' = Group1 Group2 Group3, a
user
  must be in all three groups to view the ticket (instead of just one
of
  the three, which is apparently the default multiple group
behavior).
 
  Strangely enough, I can trick ARS into doing this with the
following
  one-off procedure ...
 
  1) check 'Enable Multiple Assign Groups' in Server Information
  dialogue, click Apply
  2) create a ticket with multiple groups in the 'Assignee Group'
field
  3) uncheck 'Enable Multiple Assign Groups'
 
  Under those circumstances, ARS7 will behave exactly the way I want
it
  to. That is, a user must be in ALL of the groups in the 'Assignee
  Group' field to view the ticket.
 
  However, I can't make any new tickets like this while it's in the
  AND
  matching mode (instead of OR). ARS7 gives me an error if I try to
  create tickets with multiple groups in the 'Assignee Group' field,
  unless the 'Enable Multiple Assign Groups'  is enabled.
 
  If 'Enable Multiple Assign Groups' is enabled, ARS7 uses OR to
match
  the 'Assignee Group' field (user can be 

Re: RESOLVED: please respond till RESOLVED

[Bruce Scott]

Neel,
 
Take heart.  I doubt that anyone is ignoring your messages on purpose.  Perhaps 
everyone else is waiting for someone with the appropriate knowledge level to 
lend their wisdom.  I find that quite a few of my requests have gone stagnant 
for some time until someone has had a chance to review their message lists.
 
Bruce

-Original Message- 
From: Action Request System discussion list(ARSList) on behalf of 
SUBSCRIBE arslist Neel 
Sent: Wed 4/18/2007 10:34 AM 
To: arslist@ARSLIST.ORG 
Cc: 
Subject: RESOLVED: please respond till RESOLVED



Bruce,

Thank you very much, I appreciate it. I receive emails to my work email
whenever somebody posts and I don't receive my own email so that was
just a bit confusing. (which also means that my previous questions have
been ignored :( ouch!!)

Anyways, thanks again, it is much appreciated.

Best Regards,

Neel Gautam.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Wednesday, April 18, 2007 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: pleae respond till RESOLVED

Neel,

I see your message.

Bruce

-Original Message-
From: Action Request System discussion list(ARSList) on behalf
of SUBSCRIBE arslist Neel
Sent: Wed 4/18/2007 10:21 AM
To: arslist@ARSLIST.ORG
Cc:
Subject: pleae respond till RESOLVED
   
   

Hello ARslisters,
   
I am new to ARSlist and I am not sure if my messages are going
through.
If you guys can see this email, could you please respond to it?
I'm a
bit confused here and need to make sure my messages are reaching
you
actually.
   
Thank you,
   
Neel Gautam
   
   
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, April 18, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS7  Matching Assignee Group field
   
Computed groups are automatically assigned to users based on the
user's regular group membership.  You just define the
qualification
that determines whether a user is in a computed group or not and
the
server takes care of the rest.
   
Read up on computed groups; I think they fit the bill.
   
If you want to manage row-level locking based on a condition of
a
number of other groups for which a user is a member, you are
going to
have to maintain the data to drive that somewhere.  It's the
price
you're going to have to pay for your requirement.
   
Axton Grams
   
On 4/18/07, Andrew Hicox [EMAIL PROTECTED] wrote:
 I'm sorry, I should have clarified.
 Computed groups would work, except that I'm going to have
(literally)
 hundreds of base groups, any combination of which might end up
being
in
 the 'Assignee Group' field together.

 Unless there's a way to construct computed groups on the fly,
I think
 I'd need to create thousands of computed groups manually to
cover
every
 possible combination of the base groups.

 Uhm ... is there a way to create computed groups on the fly
(and
assign
 them to specific users on the fly as well)? That might work,
though
 strikes me as overly complicated.

 thanks again,

 -Andrew

 On Apr 18, 2007, at 11:08 AM, Axton wrote:

  Computed Groups could help you with this?
 
  Create a computed group to your qual GroupA and GroupB...
 
  Put the computed group in the assignee group field.
 
  Haven't done this first-hand, so I'm not sure if you will
run into
  issues; but theoretically it should work

Re: ARS 5.1.2 on Oracle 10g

[Bruce Scott]

Ryan,
 
I've looked at the compatibility matrix.  Because 5.1.2 was no longer supported 
when 10g was released, they never tested for compatibility.  I've seen some 
messages come across the list where other usthers have attempted to combine 10g 
with 5.1.2 while upgrading the ARS systems, but nothing conclusive.  My hope is 
to hear from someone that has ARS 5.1.2 running on Oracle 10g with success and 
what steps they took to make it work.
 
Thanks,
Bruce

-Original Message- 
From: Action Request System discussion list(ARSList) on behalf of 
Mench, Ryan M (N-ISS) 
Sent: Wed 4/18/2007 11:42 AM 
To: arslist@ARSLIST.ORG 
Cc: 
Subject: Re: ARS 5.1.2 on Oracle 10g


** 

I did some research on this about a month back. Oracle 10g was released 
after AR 5.1.2 went unsupported, although it might run, BMC never tested 5.1.2 
it on 10G.

 

I wasn’t able to attach the 5.1 Compatibility Matrix to this message, 
but I can forward it to you off the list if you need it.

 

Ryan M. Mench

Intelligent Software Solutions

Lockheed Martin

Remedy Developer - AS3, AOC WSI

9970 Federal Drive, MS 22C

Colorado Springs, CO. 80921

* (719) 277-4541

* [EMAIL PROTECTED] (AOC WSI e-mail)

* [EMAIL PROTECTED]  (ISS e-mail)


  _  


From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of C Thomas
Sent: Thursday, April 12, 2007 2:40 PM
To: arslist@ARSLIST.ORG
Subject: ARS 5.1.2 on Oracle 10g

 

** 

Hi All,

 I was searching through the ARS List and found this email. We are 
currently on Sun Solaris 8, ARS 5.1.2 and Oracle 9i(2). We plan on moving to 
new hardware/server for everything - Remedy Server, Database Server, etc.. We 
were hoping of moving to Oracle 10g and keeping our current version of Remedy 
5.1.2 and Sun Solaris 9(should not matter,I guess). We then hope to do the 
upgrade of Remedy to 6.3 later on... There are some business reasons for doing 
so...

 

Do you see any issues with this ?? Have you done this approach before ??

 

One thing that jumps out to me is that Oracle 10g uses ONLY Cost-based 
optimization and NOT rule-based - will that be an issue when moving from 9i to 
10g on 5.1.2 Remedy Server ??
 

Would appreciate your input on this.

thanks, Cherian
 

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Oracle 9iR2 upgrade to 10g

[Bruce Scott]

Has anyone upgraded their Oracle database from 9iR2 to 10g while keeping
their ARS at version 5.1.2?  If so, what issues did you encounter?
 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 

#
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the intended recipient, or has received this message in error, you are hereby 
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Re: Please Ignore

[Bruce Scott]

Quiet day so far...
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom
Sent: Monday, April 16, 2007 9:26 AM
To: arslist@ARSLIST.ORG
Subject: ADM: Please Ignore


** 

Timing Test 12:25pm EST

 

slow system or quiet day?

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Re: Character Counter

[Bruce Scott]

Isabel,
 
Thank you for your input, I really appreciate it.  For whatever reason
this doesn't work.  At this point I am resigning myself to waiting until
I upgrade to a newer version of ARS
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ross, Isabel
Sent: Friday, April 13, 2007 7:34 AM
To: [EMAIL PROTECTED]
Subject: FW: Character Counter


** 
Hello
 
Its been a while since I looked through my ARS emails so maybe you've
had an answer to this by now.  
 
But in case you haven't, maybe this might be an option for you.  It
stops the user from entering more characters than the field can accept
(on mid-tier that is) and looks a bit similar to the code that the
knowledgebase gave you for the active link.  
 
Add the following to the Source tab of the fixed view:

 

SCRIPT

document.FormFields.F536870919.maxLength=69;
document.FormFields.F536870926.maxLength=50;  

/SCRIPT

 

This goes just before:

/BODY/HTML

 

The number after FormFields.F is the field ID of the field, the length
of which you want to restrict.  You can put in lots of different fields,
separated by semicolons.

 

 

I used this some time ago with version 5.1.2 (on a windows web server)
and it worked on all fields, with the one exception of a field which was
3000 characters long.
 
Hope that helps
Isabel

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: 30 March 2007 17:02
To: [EMAIL PROTECTED]
Subject: Re: Character Counter


** 
I'm not sure if this went out on to the list, so I am reposting.  I look
forward to any assistance or advice as the BMC/Remedy Help Desk isn't
very enthusiastic about working on a problem to a version that is no
longer supported.
 
Thanks,
Bruce
 
  _  

After searching for clues on javascript on the Remedy KB site, I've
found a possible easy solution for my version of mid-tier, however, it
doesn't seem to work.  Am I doing something wrong?
 
Their solution:
Add an active link, firing on Window Loaded, which performs a single
run-process action:

javascript:document.FormFields.FFID.maxLength=value

..where FID is the database fieldId of the related character field,
and value is the maximum length of text allowed to be typed in the
field.

My version of this is:
 
javascript:document.FormFields.F8.maxLength=254;
 
When I put this in place on my dev environment, there is no hard stop.
Am I missing something?
 
ARS 5.1.2 p 1313
MidTier 5.1.2 p 1388
 
Thanks,
Bruce
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Re: Character Counter

[Bruce Scott]

I'm not sure if this went out on to the list, so I am reposting.  I look
forward to any assistance or advice as the BMC/Remedy Help Desk isn't
very enthusiastic about working on a problem to a version that is no
longer supported.
 
Thanks,
Bruce
 
  _  

After searching for clues on javascript on the Remedy KB site, I've
found a possible easy solution for my version of mid-tier, however, it
doesn't seem to work.  Am I doing something wrong?
 
Their solution:
Add an active link, firing on Window Loaded, which performs a single
run-process action:

javascript:document.FormFields.FFID.maxLength=value

..where FID is the database fieldId of the related character field,
and value is the maximum length of text allowed to be typed in the
field.

My version of this is:
 
javascript:document.FormFields.F8.maxLength=254;
 
When I put this in place on my dev environment, there is no hard stop.
Am I missing something?
 
ARS 5.1.2 p 1313
MidTier 5.1.2 p 1388
 
Thanks,
Bruce

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Re: Character Counter

[Bruce Scott]

Shawn,
 
I've never done this before with version 5.1.2.  I'm guessing that I
would add the script directly to the web form via the Insert  Script
tool in the Admin Tool.  How do you reference fields within the form to
the script?  DB Name or Number?  Here is what I'm trying to do (I think
this script will work).
 
script http://december.com/html/4/element/script.html
language=javascript1.2 type=text/javascript
!--
  var maxChars = 254;
  function charsleft()
  {
   theInputBox = document.getElementById('Sht_Description');
   theCountBox = document.getElementById('numCount');
   var currentChars = theInputBox.value.length;
   theCountBox.value = Math.max((maxChars - currentChars),0);
   if(currentChars  maxChars)
   {
theInputBox.value = theInputBox.value.substring(0,maxChars);
   }
  }
--
 /script

 
The field references Sht_Description and numCount are the DB Names for
the short description field (which I am counting remaining spaces down
from 254) and the count result field which displays the remaining number
of spaces in the short description field.  Any advice is greatly
appreciated.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Tuesday, March 27, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Character Counter


** 
If you're doing this on the mid tier, you may want to look at embedding
some Javascript onto the web view of your form instead.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, March 27, 2007 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Character Counter


** 
List,
 
Late in January, there was a discussion regarding using Interval
on an Active Link, for example in a counter to indicate the number of
spaces remaining in a field the user was typing in.  I have cut an
excerpt from that discussion around which my question revolves.  Has
anyone made this work on mid-tier?  If so, what version?
 
Thank your for any help you can provide.
 


Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
Sent: Wednesday, January 31, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

All,

Funny that this subject would come up like this, but just Monday
I got a
request to build the three second interval counter to show
characters
remaining. Works.

I was concerned about performance too, so my test form has one
active link
that calculates the remaining space in 16 character fields (set
fields X =
255 - LENGTH($field$) every three seconds (one set field action,
16 fields).
The integer fields have no label, disabled change flag, and is
displayed as
text adjacent to each character field. If you watch closely
Aruser's CPU was
up by a (one) percent when this window is open, but you're only
typing in
one field at a time. No human-discernable pause, but the
workflow log gets
pretty large...

There's no client-server traffic in this, networking's not an
issue.

Doug
 
  _  

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is intended only for the use of the person(s) named above.  If the
reader of this message is not the intended recipient, or has received
this message in error, you are hereby notified that any review,
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Re: Character Counter

[Bruce Scott]

After searching for clues on javascript on the Remedy KB site, I've
found a possible easy solution for my version of mid-tier, however, it
doesn't seem to work.  Am I doing something wrong?
 
Their solution:
Add an active link, firing on Window Loaded, which performs a single
run-process action:

javascript:document.FormFields.FFID.maxLength=value

..where FID is the database fieldId of the related character field,
and value is the maximum length of text allowed to be typed in the
field.

My version of this is:
 
javascript:document.FormFields.F8.maxLength=254
 
When I put this in place on my dev environment, there is no hard stop.
Am I missing something?
 
ARS 5.1.2 p 1313
MidTier 5.1.2 p 1388
 
Thanks,
Bruce
 

=
 
Shawn,
 
I've never done this before with version 5.1.2.  I'm guessing that I
would add the script directly to the web form via the Insert  Script
tool in the Admin Tool.  How do you reference fields within the form to
the script?  DB Name or Number?  Here is what I'm trying to do (I think
this script will work).
 
script http://december.com/html/4/element/script.html
language=javascript1.2 type=text/javascript
!--
  var maxChars = 254;
  function charsleft()
  {
   theInputBox = document.getElementById('Sht_Description');
   theCountBox = document.getElementById('numCount');
   var currentChars = theInputBox.value.length;
   theCountBox.value = Math.max((maxChars - currentChars),0);
   if(currentChars  maxChars)
   {
theInputBox.value = theInputBox.value.substring(0,maxChars);
   }
  }
--
 /script

 
The field references Sht_Description and numCount are the DB Names for
the short description field (which I am counting remaining spaces down
from 254) and the count result field which displays the remaining number
of spaces in the short description field.  Any advice is greatly
appreciated.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Tuesday, March 27, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Character Counter


** 
If you're doing this on the mid tier, you may want to look at embedding
some Javascript onto the web view of your form instead.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, March 27, 2007 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Character Counter


** 
List,
 
Late in January, there was a discussion regarding using Interval
on an Active Link, for example in a counter to indicate the number of
spaces remaining in a field the user was typing in.  I have cut an
excerpt from that discussion around which my question revolves.  Has
anyone made this work on mid-tier?  If so, what version?
 
Thank your for any help you can provide.
 


Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
Sent: Wednesday, January 31, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

All,

Funny that this subject would come up like this, but just Monday
I got a
request to build the three second interval counter to show
characters
remaining. Works.

I was concerned about performance too, so my test form has one
active link
that calculates the remaining space in 16 character fields (set
fields X =
255 - LENGTH($field$) every three seconds (one set field action,
16 fields).
The integer fields have no label, disabled change flag, and is
displayed as
text adjacent to each character field. If you watch closely
Aruser's CPU was
up by a (one) percent when this window is open, but you're only
typing in
one field at a time. No human-discernable pause, but the
workflow log gets
pretty large...

There's no client-server traffic in this, networking's not an
issue.

Doug
 
  _  

The information contained in this electronic mail message,
including attachments, if any, is PetSmart confidential information.  It
is intended only for the use of the person(s) named above.  If the
reader of this message is not the intended recipient, or has received
this message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original

Re: Character Counter

[Bruce Scott]

After searching for clues on javascript on the Remedy KB site, I've
found a possible easy solution for my version of mid-tier, however, it
doesn't seem to work.  Am I doing something wrong?
 
Their solution:
Add an active link, firing on Window Loaded, which performs a single
run-process action:

javascript:document.FormFields.FFID.maxLength=value

..where FID is the database fieldId of the related character field,
and value is the maximum length of text allowed to be typed in the
field.

My version of this is:
 
javascript:document.FormFields.F8.maxLength=254
 
When I put this in place on my dev environment, there is no hard stop.
Am I missing something?
 
ARS 5.1.2 p 1313
MidTier 5.1.2 p 1388
 
Thanks,
Bruce
 

=
 
Shawn,
 
I've never done this before with version 5.1.2.  I'm guessing that I
would add the script directly to the web form via the Insert  Script
tool in the Admin Tool.  How do you reference fields within the form to
the script?  DB Name or Number?  Here is what I'm trying to do (I think
this script will work).
 
script http://december.com/html/4/element/script.html
language=javascript1.2 type=text/javascript
!--
  var maxChars = 254;
  function charsleft()
  {
   theInputBox = document.getElementById('Sht_Description');
   theCountBox = document.getElementById('numCount');
   var currentChars = theInputBox.value.length;
   theCountBox.value = Math.max((maxChars - currentChars),0);
   if(currentChars  maxChars)
   {
theInputBox.value = theInputBox.value.substring(0,maxChars);
   }
  }
--
 /script

 
The field references Sht_Description and numCount are the DB Names for
the short description field (which I am counting remaining spaces down
from 254) and the count result field which displays the remaining number
of spaces in the short description field.  Any advice is greatly
appreciated.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Tuesday, March 27, 2007 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Character Counter


** 
If you're doing this on the mid tier, you may want to look at embedding
some Javascript onto the web view of your form instead.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, March 27, 2007 3:40 PM
To: arslist@ARSLIST.ORG
Subject: Character Counter


** 
List,
 
Late in January, there was a discussion regarding using Interval
on an Active Link, for example in a counter to indicate the number of
spaces remaining in a field the user was typing in.  I have cut an
excerpt from that discussion around which my question revolves.  Has
anyone made this work on mid-tier?  If so, what version?
 
Thank your for any help you can provide.
 


Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
Sent: Wednesday, January 31, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

All,

Funny that this subject would come up like this, but just Monday
I got a
request to build the three second interval counter to show
characters
remaining. Works.

I was concerned about performance too, so my test form has one
active link
that calculates the remaining space in 16 character fields (set
fields X =
255 - LENGTH($field$) every three seconds (one set field action,
16 fields).
The integer fields have no label, disabled change flag, and is
displayed as
text adjacent to each character field. If you watch closely
Aruser's CPU was
up by a (one) percent when this window is open, but you're only
typing in
one field at a time. No human-discernable pause, but the
workflow log gets
pretty large...

There's no client-server traffic in this, networking's not an
issue.

Doug
 
  _  

The information contained in this electronic mail message,
including attachments, if any, is PetSmart confidential information.  It
is intended only for the use of the person(s) named above.  If the
reader of this message is not the intended recipient, or has received
this message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original

Re: Using the Internet Explorer X (Close Window) function

[Bruce Scott]

Robert,
 
Can you confirm that you are prompted when using the X to close the
window with these versions?  We are still on version 5.1.2 p 1388,
awaiting approval to commence upgrading to version 7.0.x
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Monday, March 26, 2007 5:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using the Internet Explorer X (Close Window) function


** 

As long as you do not have the disable change flag set for the fields,
mid tier will automatically prompt about the close window message... at
least it does on:

 

Mid Tier 6.3 patch 21 - IIS + Servlet Exec

 

Mid tier 7.0.1 patch 1 - iis + tomcat

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager  Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Monday, March 26, 2007 3:47 PM
To: arslist@ARSLIST.ORG
Subject: Using the Internet Explorer X (Close Window) function

 

I seem remember there was a discussion thread revolving around how to
detect the closing of an Internet Explorer window by a user.  I know
that much of the discussion has revolved around how to recapture the
floating license used by the user, but I seem to remember that there was
interest in detecting a user closing a window improperly.  Can anyone
point me in the right direction, or am I imagining this thought.

 

To clarify, I am interested in detecting when a user inadvertently
clicks the Windows Close (X) for Internet Explorer (or any other browser
eventually) while in the Web version of Remedy and sending a message to
the user preventing a possible loss of data to the record they were
creating or updating.

 

Any help would be greatly appreciated.

 

Thanks,

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

eMail:  [EMAIL PROTECTED]

 

  _  

The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.

  _  

__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___

#
The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
promptly delete the original message.
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Re: Using the Internet Explorer X (Close Window) function

[Bruce Scott]

Thanks.  It's go to know that I have something to look forward to.
 
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Tuesday, March 27, 2007 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Using the Internet Explorer X (Close Window) function


** 

I do not have version 5 around any longer (un)fortunately ;~)

 

I do know it does prompt on the following configurations

Mid Tier 6.3 patch 21 - IIS + Servlet Exec

Mid tier 7.0.1 patch 1 - iis + tomcat

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager  Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Tuesday, March 27, 2007 7:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Using the Internet Explorer X (Close Window) function

 

Robert,

 

Can you confirm that you are prompted when using the X to close the
window with these versions?  We are still on version 5.1.2 p 1388,
awaiting approval to commence upgrading to version 7.0.x

 

Thanks,

Bruce

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Monday, March 26, 2007 5:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using the Internet Explorer X (Close Window) function

** 

As long as you do not have the disable change flag set for the fields,
mid tier will automatically prompt about the close window message... at
least it does on:

 

Mid Tier 6.3 patch 21 - IIS + Servlet Exec

 

Mid tier 7.0.1 patch 1 - iis + tomcat

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager  Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Monday, March 26, 2007 3:47 PM
To: arslist@ARSLIST.ORG
Subject: Using the Internet Explorer X (Close Window) function

 

I seem remember there was a discussion thread revolving around how to
detect the closing of an Internet Explorer window by a user.  I know
that much of the discussion has revolved around how to recapture the
floating license used by the user, but I seem to remember that there was
interest in detecting a user closing a window improperly.  Can anyone
point me in the right direction, or am I imagining this thought.

 

To clarify, I am interested in detecting when a user inadvertently
clicks the Windows Close (X) for Internet Explorer (or any other browser
eventually) while in the Web version of Remedy and sending a message to
the user preventing a possible loss of data to the record they were
creating or updating.

 

Any help would be greatly appreciated.

 

Thanks,

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

eMail:  [EMAIL PROTECTED]

 

  _  

The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.

  _  

__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ 

  _  

The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.

  _  

__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___

#
The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you

Character Counter

[Bruce Scott]

List,
 
Late in January, there was a discussion regarding using Interval on an
Active Link, for example in a counter to indicate the number of spaces
remaining in a field the user was typing in.  I have cut an excerpt from
that discussion around which my question revolves.  Has anyone made this
work on mid-tier?  If so, what version?
 
Thank your for any help you can provide.
 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

Office:  623.587.2340

eMail:  [EMAIL PROTECTED]

 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
Sent: Wednesday, January 31, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

All,

Funny that this subject would come up like this, but just Monday I got a
request to build the three second interval counter to show characters
remaining. Works.

I was concerned about performance too, so my test form has one active
link
that calculates the remaining space in 16 character fields (set fields X
=
255 - LENGTH($field$) every three seconds (one set field action, 16
fields).
The integer fields have no label, disabled change flag, and is displayed
as
text adjacent to each character field. If you watch closely Aruser's CPU
was
up by a (one) percent when this window is open, but you're only typing
in
one field at a time. No human-discernable pause, but the workflow log
gets
pretty large...

There's no client-server traffic in this, networking's not an issue.

Doug
 

#
The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
promptly delete the original message.
#

___
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Answers Are

Re: Outlook OLE

[Bruce Scott]

This is something that is of HUGE interest to me as well.  I've not
spent a lot of time using OLE as I was under the impression that it was
one of those programming technologies Microsoft was slowly disowning.
 
Bruce 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E Jr. CTR USAF
AFRL/SNOD
Sent: Monday, March 26, 2007 9:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Outlook OLE


** 
Integration to Outlook?  Can anyone provide more details?  This is
something that my team is asking for.
 

Thanks!

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of James Chafin
Sent: Monday, March 26, 2007 10:50 AM
To: arslist@ARSLIST.ORG
Subject: Outlook OLE


** 

Hello listers,

 

 

I am trying to modify one of the Remedy to Outlook applications I
downloaded from the User community long ago.

This is one that creates an Outlook Appointment.  

I have it working and now need to add information to the Body of the
appointment.

Does anyone know which Automation Server to select to add another OLE
Automation to an Active Link?

 

I am looking for the one that get this result, this is the one for
Subject, I need it for Message Body.

Type in value here = Application(  ).ActiveInspector(  ).CurrentItem(
).Subject( $Subject$ )

 

Thank you,

 

James 

 

__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ 

#
The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
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Using the Internet Explorer X (Close Window) function

[Bruce Scott]

I seem remember there was a discussion thread revolving around how to
detect the closing of an Internet Explorer window by a user.  I know
that much of the discussion has revolved around how to recapture the
floating license used by the user, but I seem to remember that there was
interest in detecting a user closing a window improperly.  Can anyone
point me in the right direction, or am I imagining this thought.
 
To clarify, I am interested in detecting when a user inadvertently
clicks the Windows Close (X) for Internet Explorer (or any other browser
eventually) while in the Web version of Remedy and sending a message to
the user preventing a possible loss of data to the record they were
creating or updating.
 
Any help would be greatly appreciated.
 
Thanks,

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

eMail:  [EMAIL PROTECTED]

 

#
The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
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Re: Remedy 7.0.1 patch 001 Upgrade Problem

[Bruce Scott]

Amanda,
 
After Googling the error, here is probably your best bet:
 
daust:oracle[o1020] oerr ora 22835
22835, 0, Buffer too small for CLOB to CHAR or BLOB to RAW
conversion (actual: %s, maximum: %s)
// *Cause:An attempt was made to convert CLOB to CHAR or BLOB to
RAW, where
//the LOB size was bigger than the buffer limit for CHAR and
RAW
//types.
//Note that widths are reported in characters if character
length
//semantics are in effect for the column, otherwise widths
are
//reported in bytes.
// *Action:   Do one of the following:
//1. Make the LOB smaller before performing the conversion,
//   for example, by using SUBSTR on CLOB
//2. Use DBMS_LOB.SUBSTR to convert CLOB to CHAR or BLOB to
RAW.

 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

eMail:  [EMAIL PROTECTED]

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierce, Amanda (TBS)
Sent: Thursday, March 15, 2007 7:16 AM
To: arslist@ARSLIST.ORG
Subject: Remedy 7.0.1 patch 001 Upgrade Problem


** 

All,

 

We are upgrading from Remedy 6.0.1 to Remedy 7.0.1 patch 001. We are on
an Oracle 10.2.3 database. When we go to install Remedy 7.0.1 patch 001
we see the following error in our sql log:

 

/*   Tue Mar 13 16:32:26 2007 */  SQL Trace Log -- ON

/*   Tue Mar 13 16:32:26 2007 */  CONNECT ARAdmin

/*   Tue Mar 13 16:32:26 2007 */  SELECT BANNER FROM V$VERSION

/*   Tue Mar 13 16:32:26 2007 */  OK

/*   Tue Mar 13 16:32:26 2007 */  ALTER SESSION SET NLS_COMP=BINARY

/*   Tue Mar 13 16:32:26 2007 */  OK

/*   Tue Mar 13 16:32:26 2007 */  ALTER SESSION SET NLS_SORT=BINARY

/*   Tue Mar 13 16:32:26 2007 */  OK

/*   Tue Mar 13 16:32:26 2007 */  SELECT dbVersion FROM control

/*   Tue Mar 13 16:32:26 2007 */  OK

/*   Tue Mar 13 16:32:26 2007 */  COMMIT WORK

/*   Tue Mar 13 16:32:26 2007 */  INSERT INTO servgrp_op_mstr VALUES
('Reconciliation Engine', -1, 'Reconciliation-Engine-Suspended:',
'SG-Check-Config', 'Reconciliation-CHK-CONFIG;Reconciliation')

/*   Tue Mar 13 16:32:27 2007 */  OK

/*   Tue Mar 13 16:32:27 2007 */  INSERT INTO servgrp_op_mstr VALUES
('CMDB', -1, 'CMDB-Service-Suspended:', 'SG-Check-Config',
'CMDB-CHK-CONFIG;CMDB')

/*   Tue Mar 13 16:32:27 2007 */  OK

/*   Tue Mar 13 16:32:27 2007 */  DELETE FROM servgrp_op_mstr WHERE
operation = 'Full Text Index'

/*   Tue Mar 13 16:32:27 2007 */  OK

/*   Tue Mar 13 16:32:27 2007 */  SELECT schemaId FROM field WHERE
fieldId = 731

/*   Tue Mar 13 16:32:27 2007 */  OK

/*   Tue Mar 13 16:32:27 2007 */  COMMIT WORK

/*   Tue Mar 13 16:32:27 2007 */  UPDATE control SET dbVersion = 21

/*   Tue Mar 13 16:32:27 2007 */  OK

/*   Tue Mar 13 16:32:27 2007 */  COMMIT WORK

/*   Tue Mar 13 16:32:27 2007 */  ALTER TABLE support_file MODIFY (
fileContent blob )

/*   Tue Mar 13 16:32:28 2007 */  OK

/*   Tue Mar 13 16:32:28 2007 */  ALTER INDEX support_file_ind REBUILD

/*   Tue Mar 13 16:32:28 2007 */  OK

/*   Tue Mar 13 16:32:28 2007 */  ALTER TABLE field_attach ADD (
fullTextOptions number(15,0) NULL )

/*   Tue Mar 13 16:32:28 2007 */  OK

/*   Tue Mar 13 16:32:28 2007 */  CREATE TABLE user_cacheY22 (serverId
number(15,0) not null,entryId varchar(15) not null,userName varchar(254)
not null,password varchar(255) NULL,authUserName varchar(254)
NULL,shortAuthString varchar(255) NULL,longAuthString clob
NULL,licensePool varchar(30) NULL,email varchar(255) NULL,notifyMech
number(15,0) NULL,licType number(15,0) NULL,licTypeFText number(15,0)
NULL,licTypeReserv1 number(15,0) NULL,licTypeApp clob NULL,timestamp
number(15,0) NULL,validateKey varchar(30) NULL,shortGroup varchar(255)
NULL,longGroup clob NULL,shortCompGroup varchar(255) NULL,longCompGroup
clob NULL,fixedLicChange clob NULL,badPwd number(15,0) NULL,badPwdTotal
number(15,0) NULL,pwdChange number(15,0) NULL)

/*   Tue Mar 13 16:32:28 2007 */  OK

/*   Tue Mar 13 16:32:28 2007 */  CREATE UNIQUE INDEX user_cache_ind6 ON
user_cacheY22 (userName)

/*   Tue Mar 13 16:32:28 2007 */  OK

/*   Tue Mar 13 16:32:28 2007 */  INSERT INTO user_cacheY22 (serverId,
entryId,
userName,password,authUserName,shortAuthString,licensePool,email,
notifyMech,licType,licTypeFText,licTypeReserv1,licTypeApp,timestamp,vali
dateKey,shortGroup,longGroup,shortCompGroup,longCompGroup,fixedLicChange
,badPwd,badPwdTotal,pwdChange) SELECT serverId, entryId,
userName,password,authUserName,authString,licensePool,email,
notifyMech,licType,licTypeFText,licTypeReserv1,licTypeApp,timestamp,vali
dateKey,shortGroup,longGroup,shortCompGroup,longCompGroup,fixedLicChange
,badPwd,badPwdTotal,pwdChange FROM user_cache

/*   Tue Mar 13 16:32:29 2007 */  ROLLBACK WORK

/*   Tue Mar 13 16:32:29 2007 */  CREATE TABLE support_fileY22(fileType
number(15,0) not null,id number(15,0) not null,id2 number(15,0) not
null,fileId number(15,0) not null,timestamp number(15,0) not
null,fileContent long raw NULL)

/*   Tue Mar

Re: Remedy Support Site

[Bruce Scott]

I can't get that far.  It seems to have been down for the last couple of
hours.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley
Sent: Wednesday, March 07, 2007 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Site


** 
Is the Remedy Support Site having problems?
 
I can open the Support page, but when I try and login the login screen
won't open.
__20060125___This posting was submitted with HTML in
it___ 

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the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
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Re: Mid-Tier 6.3 patch 20 freeze

[Bruce Scott]

An alternative may be to copy the
\resources\standard\javascript\timezone\America_Indianapolis.js file
into a new file called America_Atikokan.js in that same directory.  I
wouldn't recommend using New York as a base as Atikokan doesn't observe
Daylight Saving Time, and is constantly in EST. 


Thanks,
Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bill Estep
Sent: Thursday, March 01, 2007 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier 6.3 patch 20 freeze

It is on the mid-tier server.  For us, we are running tomcat, so under
the webapps folder for our mid-tier, in \resources\standard
\javascript\timezone.  Hope this helps,

Bill Estep
Nemours

On Mar 1, 2007, at 11:27 AM, Kemes, Lisa wrote:

 I'm a newbie (just warning ya!)  :)

 I'm getting this error as well.  Where can I find the 
 America_NewYork.js file and where would I change the setting to point 
 to this .js file rather than the America_Atikokan.js file?

 Thanks!

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
 Sent: Thursday, March 01, 2007 11:11 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Mid-Tier 6.3 patch 20 freeze

 Do you know if you opened a ticket on supportweb for this?

 The solution should probably be to have a default in the Mid-Tier 
 config for timezone instead of using America_Atikokan.js

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Bill Estep
 Sent: Thursday, March 01, 2007 9:12 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Mid-Tier 6.3 patch 20 freeze

 Yes - we had this problem while we tested the patch 20 install.  We 
 troubleshot it to a missing timezone file.  I don't know why this was 
 occurring, but we determined that the js was looking for 
 America_Atikokan.js in \resources\standard\javascript\timezone...and
 the file wasn't there.  We created the js file by copying the 
 America_NewYork.js file and it solved the problem.

 Hope this helps.

 Bill Estep
 Nemours

 On Feb 27, 2007, at 12:25 PM, Grooms, Frederick W wrote:

 Has anyone seen where IE will stop when loading a page from Mid- tier

 and the status bar at the bottom will say Waiting to load 
 userdata.js.

 It seems to only happen when we use the ViewFormServlet that includes

 a user and password as part of the URL and has only started since we 
 upgraded to patch 20.

 The URL is in the format of
 http://WebServer/arsys/servlet/ViewFormServlet?
 server=ArsServerform=For
 mNameusername=USERpwd=PASSWORD

 We made no changes other than patch 20 and java update (from
 1.4.2_09 to
 1.4.2_13)

 Server Info
 Sun Solaris 9
 Apache 1.3
 Apache Tomcat/4.1.31
 mod_jk connector
 Mid-Tier 6.03.00 Patch 20
 Java j2sdk1.4.2_13

 Fred

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the intended recipient, or has received this message in error, you are hereby 
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Re: Mid Tier 7.0.1 patch 001

[Bruce Scott]

Bruce,

This is from the thread titled Re: Midtier v7 - java Heap Space (out of
Memory).  Michelle Lucero states Or, you can use the Apache Tomcat GUI
to update the Max/Min size, by going to Start/Programs/Configure Apache
Tomcat Click the Java tab Set the Initial Memory Pool (we set ours at
500 MB) Set the Maximum Memory Pool (we set ours at 900 MB) Click OK 

That setting made all the difference in the world.  We actually have 2
gigs of RAM on the server
Production:
Mid-Tier 7.0.01 Patch 1 on IIS 6/Apache Tomcat 5.5/Java 1.6 ARS 6.3
Patch 18

Hope that helps,
Michelle


Thanks,
Bruce Scott

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hendershot,Bruce D.
Sent: Thursday, March 01, 2007 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 7.0.1 patch 001

Can anyone help with the heap space settings and where they are
specified?  I can't find anything in my archive and I can't seem to
access the ARSlist archives at the moment. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kern, Robert SBA
Sent: Thursday, March 01, 2007 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 7.0.1 patch 001

You have to increase the Heap Space.

There was a topic just some days ago with suggested values and
description (dont recall them as of now).

Cheers, Robert
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hendershot,Bruce D.
Sent: Thursday, March 01, 2007 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 7.0.1 patch 001

We're now getting frequent Mid-Tier hangs.  Restarting the Apache Tomcat
service clears the problem.  The service doesn't crash so our service
monitor doesn't detect it as a failure.  The client sees a the error
information listed below.  Anybody else seeing this problem?


Error:
HTTP Status 500
javax.servlet.ServletExceptoin: Servle execution thre an exception
java.lang.OutOfMemoryError:  Java heap space

Environment:
Windows Server 2003 Standard
AR Server/Mid-Tier 7.0.01
Apache Tomcat 5.5.17



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Baxter, Andrew
Sent: Thursday, March 01, 2007 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 7.0.1 patch 001

I ran into a similar problem and in my case it had to do with not having
either a preference file and/or not have a time zone set in  the
preference file.  Things work fine if you use the BMC supplied logon
screen, but direct urls don't.  I have already opened a case with them
as I had the same problem when 6.3 Mid-Tier was released and they did
eventually patch it.  Go into the preference form for a test user and
define a timezone to see if that clears up your problem.

Thanks,
Andrew Baxter

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Thursday, March 01, 2007 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 7.0.1 patch 001

Our environment is
Mid-Tier 7.0.0 Patch 001
Windows 2003/IIS 6/Apache Tomcat/Java 5.0

I just installed Mid Tier 7.0.1Patch 001 on two servers.  One is going
to a Dev server and the other is to our Prod server.  I am getting an
Internal Error message when try to use this link:

http://webserver/arsys/servlet/ViewFormServlet?server=arserverusername=
xxpwdx=form=Survey+FormF536870976=US050132

When I use the Mid Tier 6.3 (Windows 2000, Servlet Exec) server to get
into Prod, no problemsgotta be something with Mid Tier or Tomcat?

Lisa


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST
contractor
Sent: Monday, February 12, 2007 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 7.0.1 patch 001

Hi, Amanda:  

That syntax (using ViewFormServlet)works for us in 7.0.01 Patch 001.  It
seems that the LoginServlet doesn't work right.  It seems to ignore the
mode parameter AND opens the home page instead of the form supplied.

Substituting ViewFormServlet for LoginServlet seems to work.  This is
something that needs to be reported to tech support if you haven't
already.

Our environment is
Mid-Tier 7.0.0 Patch 001
Windows 2003/IIS 6/Apache Tomcat/Java 1.6

Thanks,
Michelle 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierce, Amanda (TBS)
Sent: Monday, February 12, 2007 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 7.0.1 patch 001

We are using the exact syntax below, we have tried both the
ViewFormServlet and the LoginServlet to no avail. Does anyone have the
midtier pages working under IIS with TomCat on 7.0.1 patch 001? Did you
upgrade it from 7.0.1?

 
 
Amanda Pierce
PDS Client Systems Development
Technology Services
Turner Broadcasting System, Inc

Re: Mid-Tier 6.3 patch 20 freeze

[Bruce Scott]

Just so you are aware, this file is missing in patch 21 as well. 

Thanks,
Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bill Estep
Sent: Thursday, March 01, 2007 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier 6.3 patch 20 freeze

That makes good sense.  We were in a hurry and since almost all of our
users are in EST, we chose something obvious to copy.  But you are
right, your recommendation makes more sense.

Bill Estep
Nemours

On Mar 1, 2007, at 11:51 AM, Bruce Scott wrote:

 An alternative may be to copy the
 \resources\standard\javascript\timezone\America_Indianapolis.js file 
 into a new file called America_Atikokan.js in that same directory.  I 
 wouldn't recommend using New York as a base as Atikokan doesn't 
 observe Daylight Saving Time, and is constantly in EST.


 Thanks,
 Bruce

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Bill Estep
 Sent: Thursday, March 01, 2007 9:38 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Mid-Tier 6.3 patch 20 freeze

 It is on the mid-tier server.  For us, we are running tomcat, so under

 the webapps folder for our mid-tier, in \resources\standard 
 \javascript\timezone.  Hope this helps,

 Bill Estep
 Nemours

 On Mar 1, 2007, at 11:27 AM, Kemes, Lisa wrote:

 I'm a newbie (just warning ya!)  :)

 I'm getting this error as well.  Where can I find the 
 America_NewYork.js file and where would I change the setting to point

 to this .js file rather than the America_Atikokan.js file?

 Thanks!

 Lisa

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
 Sent: Thursday, March 01, 2007 11:11 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Mid-Tier 6.3 patch 20 freeze

 Do you know if you opened a ticket on supportweb for this?

 The solution should probably be to have a default in the Mid-Tier 
 config for timezone instead of using America_Atikokan.js

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:[EMAIL PROTECTED] On Behalf Of Bill Estep
 Sent: Thursday, March 01, 2007 9:12 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Mid-Tier 6.3 patch 20 freeze

 Yes - we had this problem while we tested the patch 20 install.  We 
 troubleshot it to a missing timezone file.  I don't know why this was

 occurring, but we determined that the js was looking for 
 America_Atikokan.js in \resources\standard\javascript\timezone...and
 the file wasn't there.  We created the js file by copying the 
 America_NewYork.js file and it solved the problem.

 Hope this helps.

 Bill Estep
 Nemours

 On Feb 27, 2007, at 12:25 PM, Grooms, Frederick W wrote:

 Has anyone seen where IE will stop when loading a page from Mid- 
 tier

 and the status bar at the bottom will say Waiting to load 
 userdata.js.

 It seems to only happen when we use the ViewFormServlet that 
 includes

 a user and password as part of the URL and has only started since we

 upgraded to patch 20.

 The URL is in the format of
 http://WebServer/arsys/servlet/ViewFormServlet?
 server=ArsServerform=For
 mNameusername=USERpwd=PASSWORD

 We made no changes other than patch 20 and java update (from
 1.4.2_09 to
 1.4.2_13)

 Server Info
 Sun Solaris 9
 Apache 1.3
 Apache Tomcat/4.1.31
 mod_jk connector
 Mid-Tier 6.03.00 Patch 20
 Java j2sdk1.4.2_13

 Fred

 
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 ##
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 The information contained in this electronic mail message, including 
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 of this message is not the intended recipient, or has received this 
 message in error, you are hereby notified that any review, 
 dissemination, distribution or copying of this communication is 
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 received this message in error, please notify the sender

Migration of data from Oracle to SQL

[Bruce Scott]

Has anyone moved their Remedy database from an Oracle db to a SQL db?
I'm aware of the basics such as exporting .def and data, but I was asked
by our DBAs if there is perhaps a different method.
 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

eMail:  [EMAIL PROTECTED]

 

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The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
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Re: BMC Remedy Email Engine can not start

[Bruce Scott]

I've seen this before at my last job.  You need to change the service
login to the account that has access to the email box used by the email
application.  In other words, if the email box on the exchange server is
allocated to remtest1, the service login name should be remtest1 as
well.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: Monday, February 26, 2007 11:47 AM
To: arslist@ARSLIST.ORG
Subject: BMC Remedy Email Engine can not start


** 

I always get this alert message when I try to start the BMC Remedy Email
Engine Service: 

The BMC Remedy Email Engine - remtest1 on Local Computer started and
then stopped. Some services stop automatically if they have no work to
do, for example, the Performance Logs and Alerts service.

After this message is displayed, the service is still stopped. Here are
the properties for this service: 

Startup Tpe: Automatic 
Start parameters: 
Log on as: Local System account 
Hardware Profile: Profile 1 - Enabled 
This service depends on the following system components: Remedy Action
Request System Server 

I tried restarting the Remedy Action Request System Server, no avail. 
I tried rebooting the whole server, still no avail. 

Any thoughts? 

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... Why?
I dream of things that never were and say... Why not? 


__20060125___This posting was submitted with HTML in
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attachments, if any, is PetSmart confidential information.  It is intended only 
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the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
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Re: SW00230954

[Bruce Scott]

David,
 
Can you provide more information on this?  What version of email engine?
What is the source of the issue.  I am unable to get any good results
based upon what you have below, and the Support KB search seems to be
working for me ok.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, February 26, 2007 12:40 PM
To: arslist@ARSLIST.ORG
Subject: SW00230954


** 

I'm attempting to retrieve information concerning Bug SW00230954 which
was fixed in Patch 16 for the Email Engine.  Like many others I can't
use the Knowledgebase on the Support website I either get a Caught
Exception error when I try the search or it loops back to the Support
Central web page.

The solution references a property called
com.remedy.arsys.emaildaemon.UseNameIfNoEmailAddress  Anyone have any
info concerning this property?

Thanks, 
Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

tyco/Electronics 
A tyco International LTD Company 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

__20060125___This posting was submitted with HTML in
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the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
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Re: Question on Java needed with Remedy and DST Upgrades

[Bruce Scott]

Brian,
 
If you open the AR System Web Configuration Tool, the Overview section
will tell you what version and patch of ServLetExec you are running.
 
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Friday, February 23, 2007 6:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question on Java needed with Remedy and DST Upgrades


** 
Hi Fred,
 
Thanks for the help. I have the version of Servlet that shipped with
ARS. It appears to be an unpatched 5.0 AS. In the Servlet Admin console
it does not list if it is patched. How can I tell the version?
 
Brian

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, February 22, 2007 6:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question on Java needed with Remedy and DST Upgrades


** 
I have always used the SDK version of Java with the Mid-Tier on Windows.
You should upgrade to 1.4.2_13.  Also which version of Servlet Exec are
you using as they are now on Patch 13 (ServletExec/5.0.0.13)?  Last time
I updated my Java I did not have to re-install Servlet Exec.  If you do
re-install (or Upgrade) ServletExec, when un-installing tell it to leave
the directory and after installing it will have retained your settings.
 
Fred

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Thursday, February 22, 2007 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Question on Java needed with Remedy and DST Upgrades


** 

HI all, 

I was told that I need to upgrade the versions of Java running on my Mid
Tier and AR Server boxes for DST reasons. Now I have always been
confused as to what is needed by Remedy (SDK, JRE?). Our environment is
the following:

Server 1 
Windows Server 2003 
Running AR Server 7.0 and  AR Email 7.0 
Java 2 Runtime SE 1.4.2_06 

Server 2 
Windows Server 2003 with IIS 
Mid Tier 7.0.1 unpatched 
Java 2 SDK and Java 2 Runtime Environment both version 1.4.2_07 
Servlet Exec 5.0 AS 

I know I need to get to 7.0.1 patch 1 but do I need to upgrade my Java
versions for DST. If so do I need both SDK and JRE or just one? Which
version? Do I need to upgrade my Servlet? I was told that if I upgrade
my Java I will need to uninstall and reinstall my servlet? Is that true?

Also if I am at ARServer 7.0 unpatched can I simply install patch 1 for
7.0.1 or must I first upgrade to 7.0.1 and then install the patch? Will
the patch upgrade the system? I am afraid it will not.


Sorry for so many questions and thanks in advance. 

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com http://www.Scholastic.com  

__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
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submitted with HTML in it___ 

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The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
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Re: Question on Java needed with Remedy and DST Upgrades

[Bruce Scott]

Brian,
 
The version of Java you have installed is not DST compliant.  If you
wish to stay with version 1.4, you will need to upgrade your java to
1.4.2_12 or 1.4.2_13 or try the version 1.5.0_9 or 1.5.0_10.
 
I have been working with Java updates as well as ServLetExec AS and
ISAPI updates and Mid-Tier updates a lot over the last few weeks and I
can tell you this.  Since your Mid-Tier server is separate from the
ARS/Email server, you will need to install the jre on the ARS/Email
server (I would recommend uninstalling the existing jre and then
installing the new jre and updating the server Environment Variables
path statement to point to the correct directory of the new java jre
installation).  
 
The Mid-Tier will require the full SDK installation (which will actually
be both the sdk and jre files) which are used by the ServLetExec.
Again, I would recommend uninstalling the existing java files, then
installing the new files, updating the Environmental Variable path and
updating the StartServletExec.bat and StopServletExec.bat files to point
to the correct installation folder for java.  You will have to shut down
the IIS, WWW and ServLetExec-servername services before you can go
through this evolution however.  Once the java is installed, you should
be ok with just restarting each of these services and not requiring a
reboot.
 
As for the best method of upgrading from 7.0 to 7.0.1, there seem to be
many opinions on that matter and I will leave that for another to share.
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Thursday, February 22, 2007 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Question on Java needed with Remedy and DST Upgrades


** 

HI all, 

I was told that I need to upgrade the versions of Java running on my Mid
Tier and AR Server boxes for DST reasons. Now I have always been
confused as to what is needed by Remedy (SDK, JRE?). Our environment is
the following:

Server 1 
Windows Server 2003 
Running AR Server 7.0 and  AR Email 7.0 
Java 2 Runtime SE 1.4.2_06 

Server 2 
Windows Server 2003 with IIS 
Mid Tier 7.0.1 unpatched 
Java 2 SDK and Java 2 Runtime Environment both version 1.4.2_07 
Servlet Exec 5.0 AS 

I know I need to get to 7.0.1 patch 1 but do I need to upgrade my Java
versions for DST. If so do I need both SDK and JRE or just one? Which
version? Do I need to upgrade my Servlet? I was told that if I upgrade
my Java I will need to uninstall and reinstall my servlet? Is that true?

Also if I am at ARServer 7.0 unpatched can I simply install patch 1 for
7.0.1 or must I first upgrade to 7.0.1 and then install the patch? Will
the patch upgrade the system? I am afraid it will not.


Sorry for so many questions and thanks in advance. 

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
http://www.Scholastic.com http://www.Scholastic.com  

__20060125___This posting was submitted with HTML in
it___

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The information contained in this electronic mail message, including 
attachments, if any, is PetSmart confidential information.  It is intended only 
for the use of the person(s) named above.  If the reader of this message is not 
the intended recipient, or has received this message in error, you are hereby 
notified that any review, dissemination, distribution or copying of this 
communication is strictly prohibited.  If you are not the intended recipient or 
have received this message in error, please notify the sender via e-mail and 
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#

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Re: ADM:Timing Test, please ignore

[Bruce Scott]

It seems to be working ok for me.  I notice that I seem to get them in
batches every 10 - 15 minutes, though.  That may just be coincidence,
however.
 
Bruce
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Charles Stoddard
Sent: Friday, February 16, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADM:Timing Test, please ignore


** Am I the only one who is having problems receiving the emails from
the list?  This was the 4th message that I've received today, and
probably the 20th that I've received this week.  I've got two different
accounts signed up, one work and one personal for archive purposes, and
both have become very spotty since about the first of the month. 


Charles


On 2/16/07, Daniel Bloom [EMAIL PROTECTED] wrote: 

** 

VIA email, 3:47pm Friday

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Re: ARS 6.0.1, patch 1497 DST issue for past date/time fields?

[Bruce Scott]

Mike,

This is probably due to the fact that the Windows patch is a registry
update, therefore has no sense of when the change starts (this year as
opposed to prior years). 


Thanks,
Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike White
Sent: Friday, February 09, 2007 10:29 AM
To: arslist@ARSLIST.ORG
Subject: ARS 6.0.1, patch 1497 DST issue for past date/time fields?

Listers,

  I had an unexpected DST-related issue that one of you may have
insight into.  We're remaining on an unpatched Remedy release (6.0), and
have accepted the published issues (web Mid-Tier, API, Preference
Server, and Admin Tool time display).  Our OS is Solaris 5.9, and our
database is Oracle 9i.  Our clients are all User Tool.

  We discovered during testing that we also need the MS Windows DST
patch in order to correctly display time values in the DST change
periods.

  After installing the MS Windows patch (hot fix), past dates in the
DST change periods are different by an hour.  In other words, it looks
like Microsoft's patch applied the DST change retroactively.

  Has anybody else seen similar behavior.  Any ideas?  We do both
historical research and  reporting as well as  future forecasting,
scheduling, etc.  Thanks for anything you can share.

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]


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Re: DST and consequences

[Bruce Scott]

Ann,

I'm right there with you.  We're stuck on 5.1.2 until we can put new
hardware In place to handle 7.0.1 and CMDB 2.2.  However, I am even less
affected because our servers are located in Arizona, so even the OS
won't change time zones, which is a bigger consideration in regards to
the way escalations will play at the 2:00 am to 3:00 am time shift.  But
since you have been through DST throughout the life of your setup, this
shouldn't be an issue unencountered.  As long as the users who look at
the submission times for there records are comfortable knowing that the
time offset between the web view and their system clock is only
cosmetic, there shouldn't be any real issues in your (and my) case.

Thanks,
Bruce Scott
Application Developer - Remedy
SSG, PetSMART, Inc.
eMail:  [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of A R Kosch
Sent: Tuesday, January 30, 2007 2:03 PM
To: arslist@ARSLIST.ORG
Subject: DST and consequences

We are using ARS 5.1.2 and Mid-Tier 6.3 on Solaris 8.  Solaris is
patched for DST already.

I'm trying to make sure I'm understanding everything about DST and this
mix because I'm not convinced an hour off for a month matters for us.
This isn't Y2K all over again; done that.

According to the DST Product alert, the consequences for not mitigating
for DST changes under ARS 5.1.2 are Web Services and Import/Export time
calculations will be off by 1 hour.  We don't use these things in a way
that it would matter.   No mention of Java specifics in that table for
ARS
5.1.2.

Also, the Mid-Tier 6.3 will be off an hour. Looking at patch 20, java
then needs patching.

Given how simply we use Remedy Help Desk and lite Change, I can't see
why this makes much difference.  Web client customers don't take an
hour-by-hour view; it isn't that granular for them.  Also, in April the
old DST rules kick in and the difference should be corrected.  Right?
So, some things will be off for web client activities by an hour for a
month

I don't mind patching Mid-Tier 6.3 to patch 20, although I'd like some
reassurance that it will work with unsupported ARS 5.1.2.  That seems
risky for other reasons.  

I've asked my unix sys admin about moving the dev server clock to March
10 to follow Remedy through the change and to test the clients. 

I wish we weren't stuck at ARS 5.1.2 but I've no support yet for
hardware to be otherwise.  We may even survive Vista, IE7, and DST but
something will get us eventually.

I really appreciate all the time people have taken to post information
about this and other issues.  Maybe if someone else was considering
being ornery about riding this out, this will help the process.

Cheers,
Ann Kosch
~*~ ~*~ ~*~
Ann R Kosch
Special Projects/Analyst
Remedy ARS Administrator/Coordinator
[EMAIL PROTECTED]
785-532-4933
Kansas State University
Computing and Telecommunications Services Web Technologies section


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Re: ARS+Oracle InstantClient information

[Bruce Scott]

Tony,

What is the advantage of using InstantClient over the standard client
installation?  I'm new to the Oracle DB side of Remedy, as my last
position was using SQL 2000/2003. 

Thanks,
Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Thursday, February 01, 2007 10:35 AM
To: arslist@ARSLIST.ORG
Subject: ARS+Oracle InstantClient information

I can't remember if I posted anything on this topic before, but I
figured I'd share what I've figured out with my testing of
ARS+InstantClient.

For those not familiar InstantClient is a stripped down (libs only)
version of the client.  Our install 10.2.0.3 with sqlplus component is
only 25MB and lives in a single directory (no subdirs.)

All you need to do to have ARS use InstantClient is set TNS_ADMIN to the
location of the tnsnames/sqlnet.ora.  No ORACLE_HOME, no TWOTASK, etc.

That's it!

-tony

P.S.  InstantClient is at
http://www.oracle.com/technology/tech/oci/instantclient/instantclient.ht
ml

--
Tony Worthington
[EMAIL PROTECTED]
262-703-5911

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Re: DST and consequences

[Bruce Scott]

Jack,

Based upon my tests, you should be fine once you do your other patches
and your users are ok with the time mismatch for a few weeks. 

Thanks,
Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Thursday, February 01, 2007 2:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: DST and consequences

I'm in the same boat.  I use Help Desk, Change and Approval, all 5.0.
ARS 5.1.2 and Mid-Tier 5.1.2.  The approval and acceptance process is
nuts here, to do an upgrade of such a visible system in short order is
impossible.

From what I read, the big areas of concern (Web Services, import and
export of applications and times displayed via mid-tier) aren't a
concern for me.  We don't use web services, won't import/export apps and
only end users use mid-tier for self service, and they don't care if the
time is an hour off.

So am I missing anything or can we get by w/ just patching the OS/DB?

Jack

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Thursday, February 01, 2007 7:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: DST and consequences

Ann,

I'm right there with you.  We're stuck on 5.1.2 until we can put new
hardware In place to handle 7.0.1 and CMDB 2.2.  However, I am even less
affected because our servers are located in Arizona, so even the OS
won't change time zones, which is a bigger consideration in regards to
the way escalations will play at the 2:00 am to 3:00 am time shift.  But
since you have been through DST throughout the life of your setup, this
shouldn't be an issue unencountered.  As long as the users who look at
the submission times for there records are comfortable knowing that the
time offset between the web view and their system clock is only
cosmetic, there shouldn't be any real issues in your (and my) case.

Thanks,
Bruce Scott
Application Developer - Remedy
SSG, PetSMART, Inc.
eMail:  [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of A R Kosch
Sent: Tuesday, January 30, 2007 2:03 PM
To: arslist@ARSLIST.ORG
Subject: DST and consequences

We are using ARS 5.1.2 and Mid-Tier 6.3 on Solaris 8.  Solaris is
patched for DST already.

I'm trying to make sure I'm understanding everything about DST and this
mix because I'm not convinced an hour off for a month matters for us.
This isn't Y2K all over again; done that.

According to the DST Product alert, the consequences for not mitigating
for DST changes under ARS 5.1.2 are Web Services and Import/Export time
calculations will be off by 1 hour.  We don't use these things in a way
that it would matter.   No mention of Java specifics in that table for
ARS
5.1.2.

Also, the Mid-Tier 6.3 will be off an hour. Looking at patch 20, java
then needs patching.

Given how simply we use Remedy Help Desk and lite Change, I can't see
why this makes much difference.  Web client customers don't take an
hour-by-hour view; it isn't that granular for them.  Also, in April the
old DST rules kick in and the difference should be corrected.  Right?
So, some things will be off for web client activities by an hour for a
month

I don't mind patching Mid-Tier 6.3 to patch 20, although I'd like some
reassurance that it will work with unsupported ARS 5.1.2.  That seems
risky for other reasons. =20

I've asked my unix sys admin about moving the dev server clock to March
10 to follow Remedy through the change and to test the clients.=20

I wish we weren't stuck at ARS 5.1.2 but I've no support yet for
hardware to be otherwise.  We may even survive Vista, IE7, and DST but
something will get us eventually.

I really appreciate all the time people have taken to post information
about this and other issues.  Maybe if someone else was considering
being ornery about riding this out, this will help the process.

Cheers,
Ann Kosch
~*~ ~*~ ~*~
Ann R Kosch
Special Projects/Analyst
Remedy ARS Administrator/Coordinator
[EMAIL PROTECTED]
785-532-4933
Kansas State University
Computing and Telecommunications Services Web Technologies section


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received this message in error, please notify = the sender

Re: Escalation Reports

[Bruce Scott]

James,

An escalation is about the only Remedy way to do this.  Here is an
excerpt from the Runmacro vs Macro in client thread from earlier this
month:

I recently did something very similar and encounter some of the issues
you are seeing.  What I have is an escalation (because the report is
needed on a reoccurring basis to meet audit requirements) which has a
Run Process action.  The command line of the Run Process looks like:
 
c:\\progra~1\\remedy\\reports\\report.bat $zTmpDate$
 
where $zTmpDate$ is a variable I pass to the file being generated to
make it unique.
 
The batch file (report.bat) looks like:
 
@Echo Off
copycmd=/Y
Set filedate=%1
C:\Progra~1\ARSyst~1\runmacro.exe -x remedydev01 -U Username -P password
-d C:\Progra~1\Remedy\Reports -e ChangeCo
copy c:\\progra~1\\remedy\\reports\\weekly\\changecontrolmeeting_.csv
c:\\progra~1\\remedy\\reports\\weekly\\ChangeControlMeeting_%filedate%.c
sv
 
Finally, my macro looks like this:
 
ChangeCo
Set-schema: PETM:ISChangeControlRequest
remedyapp01
Query: 
1707200=true
1707100=true
1707000=false
1706900=true
(( '7' =
Approved AND '536871106' = Open) OR ( '7' = Pending AND
'536871106' != Closed)) AND '536870921' = $-4$ AND '536870921' 
($-4$+7*24*60*60)
Report: 
21=1
1=1
3=Change Control
Meeting
4=
5=
6=
13=
23=0
7=72
10=96
8=1
9=1
11=0
12=0
20=7
16=-
17=
18=
1
19=7
2=1Change Req ID050536870921Implementation
Start045536870923Change
Type02520004Type040536870914Change
Owner0407Approval0308Short Description0100536870919Risk
Lvl015536870920Outage015

report-sort: 0|2|536870921\1|1\1|

Statistics: 
 
to-file: C:\Progra~1\Remedy\Reports\Weekly\ChangeControlMeeting_.csv
O
end
 
Part of the no file issue you are seeing seems to be related to the way
the command line interface treats the DOS-like commands, which is why
there are doubled slashes in the batch and command line of the run
process.  Make sure that the name of the macro (seen above, first line
of the macro) matches the macro name in the runmacro command (end of the
third line of the batch file above).

Let me know if you have any questions. 


Thanks,
Bruce Scott
Application Developer - Remedy
SSG, PetSMART, Inc.
eMail:  [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of James Collins
Sent: Wednesday, January 31, 2007 1:45 PM
To: arslist@ARSLIST.ORG
Subject: Escalation Reports

Hello,

I have a requirement where I have to run a report once a week collecting
the number of entries for a particular form with all of the appropriate
data.  I can create the report, but do not see a convenient and well
thought out way via Remedy to have this run automatically through its
workflow.  I thought perhaps an escalation. 

Any Suggestions?

James Collins


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Re: Remedy Helpdesk and ARS 7

[Bruce Scott]

Brad,

With the release of the version 7 of ARS and ITSM, HelpDesk split into
Incident Management and Problem Management.  Together, they are known as
Service Desk.  ARS is the base Action Request System, which all of the
applications are built on.  There is no Helpdesk v. 9, so I would avoid
wasting any time on that folder.

Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brad Terhune
Sent: Wednesday, January 24, 2007 7:11 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Helpdesk and ARS 7

Is anyone running ARS 7 with Helpdesk 5.6 on Windows Server 2003?  If
so, does it work all right?

I don't understand the Helpdesk product offering on BMC's site at this
time.  There is something called Helpdesk v. 9?  But it is not available
for download.  There is also something called BMC Remedy Service Desk
Application and ARS.

Could someone help me understand how the product line is changing?  If
it is?

Thanks,
Brad Terhune


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Re: Java JDK/SDK versions under ARS 5.1.2

[Bruce Scott]

We are about to update to 1.4.2_13 as we are using 5.1.2 server and
mid-tier, however I have to finish testing to see what issues we face by
not upgrading to 6.3 p 20 or 7.0.1 p 1 before the DST shift.  I expect
to have an answer for you by the end of the week.  Otherwise, I have
seen most of the versions of jre between 1.4.1 and 1.4.2 work fine with
our users.  It's JDK/JRE 5.0 that I'm worried about when we upgrade to
7.0.1.  Fortunately, 7.0.1 still works with 1.4.2 as well.

Bruce Scott
Application Developer - Remedy
SSG, PetSMART, Inc.
eMail:  [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, January 23, 2007 8:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java JDK/SDK versions under ARS 5.1.2

We were running the 5.1.2 Mid-Tier with 1.4.2_07 with no problems.
Unfortunately we since upgraded to Mid-Tier 6.3 so I can't answer for
the _13 patch with 5.1.2.   Mid-Tier 6.3 has not had any problems with
1.4.2_13.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Tuesday, January 23, 2007 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Java JDK/SDK versions under ARS 5.1.2

Does anyone who is still running ARS 5.1.2 in production on Windows 2000
have it running properly over a 1.4.2_13 JRE/JDK??  How about the 6.3
mid-tier??  Our security people are frothing at the mouth over some new
Java exploit and want us to be on Java 1.4.2_13, which is what we have
been installing on our new 7.x servers. Our 5.1.2 servers are still on
1.4.1_02, and I have NO CONFIDENCE that any Java application from BMC
Remedy will run properly on any version of Java except the one that it
was developed against.  Since you have to uninstall the old Java and
then install the new, this isn't going to be downtime-free, quick-fix
anyway. Just wondered if anyone has a success story yet.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/


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Re: 7.00.01 Patch 1

[Bruce Scott]

I've seen this before.  The directory structure is beginning to shape up
and files will be uploaded throughout the day.  I can already see the
Administrator client file.
 
Thanks,

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

eMail:  [EMAIL PROTECTED]

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley
Sent: Monday, January 22, 2007 8:06 AM
To: arslist@ARSLIST.ORG
Subject: 7.00.01 Patch 1


** 
I noticed that 7.00.01 patch 1 is on Remedy's website, but when I try an
access it, there is a message it can't find the file.
 
Has anyone else had this problem?
__20060125___This posting was submitted with HTML in
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Re: Import Attachment

[Bruce Scott]

Janet,
 
When you set up your import using the Import Tool, match the names/ids
of the server side attachment field with the file side attachment field
using the export file containing the rest of the data other than the
attachments.
 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

eMail:  [EMAIL PROTECTED]

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ]
Sent: Thursday, January 18, 2007 4:46 PM
To: arslist@ARSLIST.ORG
Subject: Import Attachment


** 

Does anyone know how to import attachments with the import tool?  I have
started a cutover and this is the first time we have had attachments.
When I saved the report it gave me a directory to use in the import but
I don't see the field ID of the attachment fields.

Thanks,

Janet Mahan

NSM Systems Admin II

EMBARQ 

Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199

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Re: 7.00.01 Patch for Daylight Savings Time

[Bruce Scott]

Documentation indicates it should be released next week on the 22nd.
 

Bruce Scott

Application Developer - Remedy

SSG, PetSMART, Inc.

eMail:  [EMAIL PROTECTED]

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley
Sent: Friday, January 19, 2007 11:21 AM
To: arslist@ARSLIST.ORG
Subject: 7.00.01 Patch for Daylight Savings Time


** 
In the next couple of days it will be decide if we install 6.00.03 Patch
20 or 7.00.01 Patch 1. If 7.00.01 patch 1 is not release soon the choice
will be made for us and I really don't like the idea of doing 2
installs. Has anyone heard any more on this patch 1 for 7.00.01 and when
it might be released?  __20060125___This posting was
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Re: RunMacro versus macro in client

[Bruce Scott]

Thomas,

 

What does your runmacro command look like?

 

Thanks,

Bruce Scott

Application Developer - Remedy

PetSmart, Inc.

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Števove Tomáš
Sent: Wednesday, January 17, 2007 5:09 AM
To: arslist@ARSLIST.ORG
Subject: RunMacro versus macro in client

 

Hi all,

 

I want a automaticaly generate export csv file with some fields in file.

 

So I create macro.

 

When I run it from user client, everything is OK and macro generates file. 
Because I want use it in filter (like as RUN-PROCESS), I tested it under 
command runmacro. But macro didnt create the file.

Is the differences between macro for client and macro for runmacro command?

 

- this is my macro ---

report

Set-schema: HPD:HelpDeskars01
Query: [1] '3' = 1.1.2007 AND '536870964' LIKE %to Supp%
Report: 21=AR 
System1=13=repGE4=5=6=13=23=07=7710=958=19=111=012=020=716=-17=18=119=72=1 
  _  

  _  

Case ID+ 
  _  

0 
  _  

20[1]20003 
  _  

  _  

Category 
  _  

0 
  _  

20[1]20004 
  _  

  _  

Type 
  _  

0 
  _  

20[1]20005 
  _  

  _  

Item 
  _  

0 
  _  

20[1]8 
  _  

  _  

Summary 
  _  

0 
  _  

20[1]536870977 
  _  

  _  

Last Name+ 
  _  

0 
  _  

20[1]536870978 
  _  

  _  

First Name 
  _  

0 
  _  

20[1]20012 
  _  

  _  

Region 
  _  

0 
  _  

20[1]20007 
  _  

  _  

POS 
  _  

0 
  _  

20[1]20006 
  _  

  _  

Department 
  _  

0 
  _  

20[1]26126 
  _  

  _  

Priority 
  _  

0 
  _  

20[1]26130 
  _  

  _  

Case Type 
  _  

0 
  _  

20[1]26128 
  _  

  _  

Source 
  _  

0 
  _  

20[1]24006 
  _  

  _  

Group+ 
  _  

0 
  _  

20[1]24015 
  _  

  _  

Individual+ 
  _  

0 
  _  

20[1]24007 
  _  

  _  

Description 
  _  

0 
  _  

20[1]26100 
  _  

  _  

Summary 
  _  

0 
  _  

20[1]26503 
  _  

  _  

Details 
  _  

0 
  _  

20[1]24008 
  _  

  _  

Work Log 
  _  

0 
  _  

20[1]
to-file: c:\tmp\report.csvO
end


 

Thanks for advice.

 

/Tomas Stevove

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Re: RunMacro versus macro in client

[Bruce Scott]

Thomas,
 
I recently did something very similar and encounter some of the issues you are 
seeing.  What I have is an escalation (because the report is needed on a 
reoccurring basis to meet audit requirements) which has a Run Process action.  
The command line of the Run Process looks like:
 
c:\\progra~1\\remedy\\reports\\report.bat $zTmpDate$
 
where $zTmpDate$ is a variable I pass to the file being generated to make it 
unique.
 
The batch file (report.bat) looks like:
 
@Echo Off
copycmd=/Y
Set filedate=%1
C:\Progra~1\ARSyst~1\runmacro.exe -x remedydev01 -U Username -P password -d 
C:\Progra~1\Remedy\Reports -e ChangeCo
copy c:\\progra~1\\remedy\\reports\\weekly\\changecontrolmeeting_.csv 
c:\\progra~1\\remedy\\reports\\weekly\\ChangeControlMeeting_%filedate%.csv
 
Finally, my macro looks like this:
 
ChangeCo
Set-schema: PETM:ISChangeControlRequest
remedyapp01
Query: 
1707200=true
1707100=true
1707000=false
1706900=true
(( '7' = 
Approved AND '536871106' = Open) OR ( '7' = Pending AND '536871106' != 
Closed)) AND '536870921' = $-4$ AND '536870921'  ($-4$+7*24*60*60)
Report: 
21=1
1=1
3=Change Control 
Meeting
4=
5=
6=
13=
23=0
7=72
10=96
8=1
9=1
11=0
12=0
20=7
16=-
17=
18=1
19=7
2=1Change
 Req ID050536870921Implementation Start045536870923Change 
Type02520004Type040536870914Change 
Owner0407Approval0308Short Description0100536870919Risk 
Lvl015536870920Outage015

report-sort: 0|2|536870921\1|1\1|

Statistics: 
 
to-file: C:\Progra~1\Remedy\Reports\Weekly\ChangeControlMeeting_.csv
O
end
 
Part of the no file issue you are seeing seems to be related to the way the 
command line interface treats the DOS-like commands, which is why there are 
doubled slashes in the batch and command line of the run process.  Make sure 
that the name of the macro (seen above, first line of the macro) matches the 
macro name in the runmacro command (end of the third line of the batch file 
above).
 
Thanks,
Bruce
 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Števove Tomáš
Sent: Wednesday, January 17, 2007 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: RunMacro versus macro in client


** 
Bruce,
 
runmacro command looks like this:
 
C:\Program Files\AR System\Adminrunmacro.exe -h c:\u00\ar\macro -d c:\u00\ar\ma
cro -x ars01 -e repGE

I try macro with login infromation, but the result is the same - no file was 
created. 
 
When I try this command:
C:\Program Files\AR System\Adminrunmacro.exe -o c:\tmp\report.csv -x ars01 -U 
user -P password -f HPD:HelpDesk -z c:\u00\ar\macro\repGE.qbe -t CSV
File is created, but with all fields from HPD:HelpDesk and I need only some 
fields (as you can see in macro - command Report:)
 
Maybe is I have error in macro? But, why macro is OK under client?
 
Tomas Stevove
Software Specialist
Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 

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Re: Load Testing on Midtier

[Bruce Scott]

You can try Scapa Technologies, but it's a pretty pricy application.

 

Bruce

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: Friday, January 12, 2007 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Load Testing on Midtier

 

Hello List,

Our team would like to do some load testing on our apps on the web. I
tried to contact rocKnot a few days ago and got a reply that their Load
Challenger application isn't available any longer. I tried WAPT but I
can't even get the virtual users to login, so they can't even enter
data in the fields. We are looking for a user-friendly application that
allows us to create about 20 virtual users all running at the same
time, entering data into the fields and finally submitting a ticket.

The reason being is that we want to see how well (or bad) our midtier
server is after switching from AIX to Windows.

Thanks for all your help. 

 

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... Why?
I dream of things that never were and say... Why not? 

 

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Re: Load Testing on Midtier

[Bruce Scott]

Over a year ago (and at a different company) I had downloaded it and
they (Scapa) had provided me with a temp password with which to try it
out (you needed it to unlock the app, if I remember correctly), but my
dev server crashed and I spent so much time trying to get it rebuilt
that I didn't get a chance to try it out.  I have the number of someone
at Scapa (Ian McLeod) who should be able to provide help if you need it.

 

Bruce

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: Friday, January 12, 2007 11:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Load Testing on Midtier

 

Hi Bruce,

I've tried downloading SCAPA but I can't seem to figure it out.. Have
you used this app? Did it work for you? 

 

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... Why?
I dream of things that never were and say... Why not? 

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Friday, January 12, 2007 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Load Testing on Midtier

** 

You can try Scapa Technologies, but it's a pretty pricy application.

 

Bruce

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: Friday, January 12, 2007 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Load Testing on Midtier

 

Hello List,

Our team would like to do some load testing on our apps on the web. I
tried to contact rocKnot a few days ago and got a reply that their Load
Challenger application isn't available any longer. I tried WAPT but I
can't even get the virtual users to login, so they can't even enter
data in the fields. We are looking for a user-friendly application that
allows us to create about 20 virtual users all running at the same
time, entering data into the fields and finally submitting a ticket.

The reason being is that we want to see how well (or bad) our midtier
server is after switching from AIX to Windows.

Thanks for all your help. 

 

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... Why?
I dream of things that never were and say... Why not? 

 

  _  

The information contained in this electronic mail message, including
attachments, if any, is PetSmart confidential information.  It is
intended only for the use of the person(s) named above.  If the reader
of this message is not the intended recipient, or has received this
message in error, you are hereby notified that any review,
dissemination, distribution or copying of this communication is strictly
prohibited.  If you are not the intended recipient or have received this
message in error, please notify the sender via e-mail and promptly
delete the original message.

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Table Columns in Web Views v 5.1.2

[Bruce Scott]

Hello List,

I am on midtier 5.1.2 p 1313, ar server 5.1.2 p 1319 in my production 
environment.  My development is midtier 6.3.0 p 5 and ar server 5.1.2 p 
1389.  

I can set up a form with a table such that the columns can expand on the 
web views in my development environment, however the form will not work the 
same way after export from dev to production (The columns are fixed in 
width).  I have tried various combinations of the Auto Fit Columns and 
Fixed Headers check boxes on the table properties and have even tried to 
expand the combined size of all of the column fields beyond the total size 
of the table field with no luck.  I notice on the HPD:Help Desk form that 
there are inconsistencies between the way tables view on the web even 
within the form (see the Requestor Information and Duplicates tab) 
regarding how the columns go beyond the size of the table field, therefore 
yielding a scroll bar.

Is this a version/patch issue or am I missing something?

Thanks,
Bruce Scott
Application Developer - Remedy
PetSmart, Inc.
[EMAIL PROTECTED]

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Re: Table Columns in Web Views v 5.1.2

[Bruce Scott]

Fred,

I believe you are correct, however, I can't find anything in the release
notes for version 6.3 or any of the 5.1.2 patches that indicate this was
a fix or new addition.  I am currently trying to find documentation on
6.0 midtier that may indicate something on this as well.

Thanks,
Bruce

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, December 21, 2006 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Table Columns in Web Views v 5.1.2

I believe it is because you are using Mid-Tier 6.3 on dev and Mid-Tier
5.1.2 on Prod

Mid-Tier 5.1.2 is much more limiting than 6.3

Fred
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Thursday, December 21, 2006 1:26 PM
To: arslist@ARSLIST.ORG
Subject: Table Columns in Web Views v 5.1.2

Hello List,

I am on midtier 5.1.2 p 1313, ar server 5.1.2 p 1319 in my production
environment.  My development is midtier 6.3.0 p 5 and ar server 5.1.2 p
1389.  

I can set up a form with a table such that the columns can expand on the
web views in my development environment, however the form will not work
the same way after export from dev to production (The columns are fixed
in width).  I have tried various combinations of the Auto Fit Columns
and Fixed Headers check boxes on the table properties and have even
tried to expand the combined size of all of the column fields beyond the
total size of the table field with no luck.  I notice on the HPD:Help
Desk form that there are inconsistencies between the way tables view on
the web even within the form (see the Requestor Information and
Duplicates tab) regarding how the columns go beyond the size of the
table field, therefore yielding a scroll bar.

Is this a version/patch issue or am I missing something?

Thanks,
Bruce Scott
Application Developer - Remedy
PetSmart, Inc.
[EMAIL PROTECTED]


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Microsoft OS version for ARS 7

[Bruce Scott]

Hello All,

After reading all of the documentation I can get my hands on, I find that 
there is some conflicting information regarding the base operating system 
for the Microsfot Windows environment and ARS 7.x.  

Nearly everything I read states that if you are building ARS 7.x on a 
Microsoft server, the version of Microsoft Server needs to be 2003.  
However, the latest version of the compatability matrix shows that ARS 7 
products can be built onto a Microsoft Windows 2000 Server platform.  Has 
anyone built ARS 7.0 or ARS 7.0.1 on a Windows 2000 Server yet?

Thanks,
Bruce Scott
Application Developer - Remedy
PetSmart, Inc.
email:  [EMAIL PROTECTED]

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Re: Microsoft OS version for ARS 7

[Bruce Scott]

That's interesting.  Looking at the compat. matrix again, the only
things recommended for XP are the user interfaces (WUT, Admin Tool and
Browsers).  In fact, the Remedy WUT is shown as being compatible only to
the XP environment.  I hope we complete our desktop conversion soon...

 

Thanks,

Bruce

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, December 13, 2006 7:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Microsoft OS version for ARS 7

 

** 

I currently have a copy of ARS 7.0 server running on Windows XP Home
Edition.  Obviously, the Mid-tier won't work (no web server) but ARS
runs just fine.  If it runs on XP, it should run on 2000.  However, I
think I remember seeing something that required 2003 for part of the 7.x
suite - can't remember if it was MT or ITSM.

 

Rick
 

On 12/13/06, Bruce Scott [EMAIL PROTECTED] wrote: 

Hello All,

After reading all of the documentation I can get my hands on, I find
that
there is some conflicting information regarding the base operating
system 
for the Microsfot Windows environment and ARS 7.x.

Nearly everything I read states that if you are building ARS 7.x on a
Microsoft server, the version of Microsoft Server needs to be 2003.
However, the latest version of the compatability matrix shows that ARS 7

products can be built onto a Microsoft Windows 2000 Server platform.
Has
anyone built ARS 7.0 or ARS 7.0.1 on a Windows 2000 Server yet?

Thanks,
Bruce Scott
Application Developer - Remedy
PetSmart, Inc. 
email:  [EMAIL PROTECTED]

__20060125___This posting was submitted with HTML in
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Re: Microsoft OS version for ARS 7

[Bruce Scott]

That's what I needed to know.  Thanks David and Rick for your input.

 

Thanks,

Bruce

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Wednesday, December 13, 2006 9:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Microsoft OS version for ARS 7

 

BMC's official position is reflected in the current compatibility
matrices.

 

Originally, Windows 2000 was not included as a supported platform within
AR System 7.x.  Microsoft too was going to drop support for Windows 2000
earlier this year.  However, there was enough business justification
from the market that Microsoft extended support for Windows 2000.  From
that, BMC re-evaluated the decision and decided to re-add Windows 2000
to the compatibility matrix in the Sept/Oct 2006 time frame for those
customers who still had not upgraded their servers to Windows 2003.
However, it is expected that Windows 2000 will again be removed from the
matrix in mid-2007.

 

As Rick mentions, BMC does not recommended running AR System on Windows
XP - nor is it supported by BMC.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, December 13, 2006 7:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Microsoft OS version for ARS 7

** 

Bruce, I have installed fully functional AR v7 Servers, with mid-tier
(IIS/New Atlanta) on XP Professional laptops.  Remedy doesn't recommend
it, and it sometimes doesn't work (the penalty being re-installation)
but I know it can work. 

 

Rick
 

On 12/13/06, Bruce Scott [EMAIL PROTECTED] wrote: 

** 

That's interesting.  Looking at the compat. matrix again, the only
things recommended for XP are the user interfaces (WUT, Admin Tool and
Browsers).  In fact, the Remedy WUT is shown as being compatible only to
the XP environment.  I hope we complete our desktop conversion soon... 

 

Thanks,

Bruce

  _  

From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, December 13, 2006 7:45 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Microsoft OS version for ARS 7

 

** 

I currently have a copy of ARS 7.0 server running on Windows XP Home
Edition.  Obviously, the Mid-tier won't work (no web server) but ARS
runs just fine.  If it runs on XP, it should run on 2000.  However, I
think I remember seeing something that required 2003 for part of the 7.x
suite - can't remember if it was MT or ITSM.

 

Rick
 

On 12/13/06, Bruce Scott  [EMAIL PROTECTED]
mailto:[EMAIL PROTECTED]  wrote: 

Hello All,

After reading all of the documentation I can get my hands on, I find
that
there is some conflicting information regarding the base operating
system 
for the Microsfot Windows environment and ARS 7.x.

Nearly everything I read states that if you are building ARS 7.x on a
Microsoft server, the version of Microsoft Server needs to be 2003.
However, the latest version of the compatability matrix shows that ARS 7

products can be built onto a Microsoft Windows 2000 Server platform.
Has
anyone built ARS 7.0 or ARS 7.0.1 on a Windows 2000 Server yet?

Thanks,
Bruce Scott
Application Developer - Remedy
PetSmart, Inc. 
email:  [EMAIL PROTECTED]

__20060125___This posting was submitted with HTML in
it___ 

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Re: Weekly remedy Reports

[Bruce Scott]

James,

Are you exporting the report?

This is currently what I'm doing (many Thanks to Colleen Eilbert):
1) I have a folder on the application server containing the report file
and a couple of batch files.  One batch file I use to attach a date
value to the file name in order to allow files to build up and maintain
history.  The second batch file I use to transfer the renamed original
to another server for public viewing.
2) I have a Microsoft scheduler set to run the second batch every minute
to ensure that when it is generated, the public will have access to it.
3) My escalation runs on the object form, using the same criteria I
would use in the report, just to minimize time spent running the
escalation.  I have three if actions.  Set fields to calculate and
capture the report creation date.  Run Process
c:\\progra~1\\arsyst~1\\bruce\\report.bat $Date$ to create the exported
report and run the first batch file which assigns the date.  Lastly, I
have a Set Fields action which sets the first request ID of the data
pulled into the report, this allows me to have a filter on the affected
form which sends a notification to the recipients that they have a
report waiting for them on the target drive.

Don't know if this will fit your situation exactly, but let me know if
you have any questions.

Thanks,
Bruce Scott
Application Developer - Remedy
PetSmart, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of James Collins
Sent: Monday, December 11, 2006 8:31 AM
To: arslist@ARSLIST.ORG
Subject: Weekly remedy Reports

I am trying to set up a weekly report that runs stats, I have a report
built, is there a way that I can inbed it into an escalation to have it
run
say on every Friday?


James Collins
Supervisor
Client Services,IT Service Desk

Vnet 331-6070  DD 914-881-6070
Fax 914 331 7318  DD 914-881-7318

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Re: ARS ReportType form. (Integration point or internal workings?)

[Bruce Scott]

Carey,

I think any additional alternatives should be welcome by all.
Especially as limiting as the current reporting structure is within the
Remedy application and how difficult it can be to generate reports
outside of Remedy, whether via an odbc connection or with a direct
connection to the database.

Thanks,
Bruce Scott
Application Developer - Remedy
PETsMART, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, December 04, 2006 10:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS ReportType form. (Integration point or internal
workings?)

All,

So far no responses... Am I the only one who is interested in this
approach?

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 11/30/06, Carey Matthew Black [EMAIL PROTECTED] wrote:
 Sebastiaan,

 I know this is a very old post of yours, but I am hopping that you
 might be able to shed some light on an idea I have for a custom
 ReportType of my own.

 Where did you find enough detail about how ARS uses the ReportType
 definition to make your custom type work?

 Will it also work in the User Tool? (or just the Mid-Tier?)

 Do you know of this design is planned to be continued through v7?
(beyond?)


 P.S. Since this post is so old I decided to post it back to ARSList.
 (If you want to respond privately I would completely understand and
 keep anything private that you would like me to.) However, I also
 thought that it might be nice to see if there are other people on the
 list with information about this topic too.

 --
 Carey Matthew Black
 Remedy Skilled Professional (RSP)
 ARS = Action Request System(Remedy)

 Love, then teach
 Solution = People + Process + Tools
 Fast, Accurate, Cheap Pick two.



 On 8/4/04, De Man, Sebastiaan [EMAIL PROTECTED] wrote:
 Date : Aug 4, 2004 1:18 AM
 Subject : Re:  CSV reports through Mid Tier (SOLVED:95%)
  **
 
  OK, I thought nobody was actually building this so I went ahead and
am
  developing some stuff now.
 
  I took another route and am integrating my solution with the current
  reporting form. There will be new ReportType that calls a .jsp which
  generates a .csv file for the user to download. It reads .arr files
so
  current reports can be used (it only picks up fields and column
names from
  it).
 
  It will take at least another two weeks to finish, but if anyone
wants to be
  a test user please contact me.
 
  Sebastiaan de Man


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Re: Releasing MidTier User Floating Licenses on Exit

[Bruce Scott]

Title: RE: Releasing MidTier User Floating Licenses on Exit
**








James,



The weather here is very nice. Weve
finally begun to cool off (we just got to the 50s during the morning)
but otherwise its beautiful as always.



Thanks for your advice.





Bruce











From: Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of McKenzie, James J C-E
LCMC HQISEC/L3
Sent: Tuesday, November 14, 2006
2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Releasing MidTier
User Floating Licenses on Exit





Bruce:

 
Yes, that may be a valid
argument. Also, remind them that a license can only be released every so
often. You may still run out of licenses. BTW, how is the weather
in Phoenix?



James McKenzie 
L-3 GSI 
 




From:
Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
Bruce Scott 
Sent: Tuesday, November 14, 2006
1:54 PM 
To: arslist@ARSLIST.ORG

Subject: Re: Releasing MidTier User
Floating Licenses on Exit 



** 

James,





That's
what I thought as well. I will be using this in my argument to push the
upgrade to an earlier time period. 




Thanks,


Bruce





From:
Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
McKenzie, James J C-E LCMC HQISEC/L3

Sent:
Tuesday, November 14, 2006 1:37 PM 
To: arslist@ARSLIST.ORG

Subject: Re: Releasing MidTier User
Floating Licenses on Exit 




Bruce: 

The only
method that I know of to release licenses through the web for 5.1.2 is to be on
top of the situation and to release the unused license through the admin tool.

However,
you can upgrade just the web server portion to 6.3 and have it work with your
5.1.2 server if you are on the appropriate patch level. I would HIGHLY
suggest this as the server will be the one enforcing license requirements and
not the Mid-Tier server. Also, as an added benefit you will be free of
the Java client applet on your user systems and performance appears to be
better (no more launching applications...)

James
McKenzie 
L-3 GSI 

-Original
Message- 
From: Action Request System
discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Bruce Scott 
Sent: Tuesday, November 14, 2006
1:08 PM 
To: arslist@ARSLIST.ORG

Subject: Releasing MidTier User
Floating Licenses on Exit 

I've
looked through the archives and noted a couple of good pieces of information,
however there doesn't seem to have been any resolution to the question on how
to release licenses used by midtier users when they leave the application
before the minimum timeout.

I am
currently in an environment using AR Server 5.1.2 p 1319 and MidTier 5 
.1.2 patch 1313 and we are running
into issues with users opening a webview from a notification link, making their
update, then closing the link, but the license will not release. Even
when the same user then logs in via the WUT, and then closes out properly (or
even by an complete webview with a logout button), the license stays in Write
status for the remainder of the hour we have set.

From
previous articles, I have seen that while the process PERFORM-ACTION- EXIT-APP
seems to release the license when using the WUT, it does not from the web, and
the process _javascript_: window.>

(); may
only work in 6.3 (or it may not work at all, the message wasn't too clear to
me). 

We are
about 2-3 months away from being able to upgrade, and in the interim we are
trying to determine if we can push off the need to purchase additional Floating
licenses through workflow (as it would only seem logical to do).

Any
suggestions would be greatly appreciated. 

Thanks, 
Bruce Scott 
Application Developer-Remedy 
Store Support Group, PetSmart, Inc.

o: 623.587.2340 
e: [EMAIL PROTECTED] 






The information contained in this electronic mail message, 
including attachments, if any, is PetSmart confidential information. It is intended only for the use of the 
person(s) named above. If the 
reader of this message is not the intended recipient, or has received this 
message in error, you are hereby notified that any review, dissemination, 
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Re: Remedy Support Site - Fixed? Endless Loop: Documents?

[Bruce Scott]

**








Lisa,



Try this one.



http://www.bmc.com/support/hou_Support_AZ_List/



Bruce Scott

Application Developer  Remedy

SSG, PetSMART, Inc











From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Doue
Sent: Wednesday, November 01, 2006
11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Site -
Fixed? Endless Loop: Documents?





** Hi,

I've been trying to locate the Remedy product documents on the new site.
A couple of weeks ago, they were very easy to locate and download from the
'Documents' link. Now that the site has been changed, I can't find
them. I called support and the person at the front line (apparently in
the Texas
'call center') was unable to find them either. A ticket was logged but
hasn't been responded to yet. Has anyone been able to locate the Remedy
Document set on the new BMC site?

Any help would be appreciated. 

Lisa Doue
Remedy Consultant

Bob Rowe
[EMAIL PROTECTED] wrote:

** This morning while
trying to get to the knowledge base area of the support site, I got an error
saying I was logged on from another location while I was not. When I got
irritated enough by that after a number of tries, I attempted to submit a
ticket. Under products, there was no mention of the AR System. I went to the
renamed products list--it wasn't there, either. 

Is there any hope for support in the near future?



On 10/31/06, Heider,
Stephen [EMAIL PROTECTED]
wrote: 

I just logged into the
Remedy support site and proceeded to submit a new
Issue.I received an error message You may not submit an Issue

directly to BMC Support. Please contact your Support Channel (WIPRO
LIMITED) to have them submit an Issue on your behalf (ARERR 356226).
Ok, no problem, I will submit the ticket to WiPro/cMango.However...


When I click OK the web page tries to re-load, which resubmits the
Issue, which regenerates the error.Endless loop.

I think I broke their system :)

Stephen

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-- 
Bob Rowe, Remedy Action Request System Development and Administration 

[EMAIL PROTECTED]
The golden rule is to test everything in the light of reason and
experience, no matter from where it comes.
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