Re: ARERR 8958 The Date Value is Invalid
We discovered an issue with the Application Business Time process which would generate this error when calculating dates in 2014. This is a known issue/defect with ARS v 7.1.x, 7.5.x, and earlier versions of 7.6.04(see below). We were able to get a hotfix from BMC for ARS v7.1. You should be able to support a request to BMC Support and get the appropriate hotfix for your environment. KA407525 Problem Following is a filter logging excerpt with an example of a service target due date year that is incorrectly calculated to be 1969 rather than 2014: FLTR Checking SLM:Measurement:ReqProcOverallStartTimeUpdateSLODueDateX (0) FLTR -- Passed -- perform actions FLTR 0: Set Fields FLTR Application-Bus-Time2-Assoc-Add 1386103010 2592000 1 -e FLTR Exit code: 0 Value: 0 FLTR SVTDueDate (300364900) = 12/31/69 17:00:00 The expectation is that 30 days (2592000 seconds) will be added to 3 Dec 2013 20:36:50 UTC (1386103010) with a calculated due date of 2 Jan 2014 20:36:50 UTC (1386103010 + 2592000 = 1388695010). Instead, the date is calculated to 31 Dec 1969 17:00:00 Solution There is a known defect with business time calculation of a date past 12/31/2013 8:00:00 UTC because of a hard limit of 31 Dec 2013 08:00:00 UTC: please reference SW00379074. This has been fixed in v7.6.04 SP5 and later releases of ARServer. There will be no backport of this fix to earlier releases and resolution of this problem is upgrade to a version of ARServer where the hard limit with business time calculation is no longer in effect. Please note that the problem is with ARServer business time functions and is not an SLM workflow issue, which simply leverages those business time functions in workflow where service target and other SLM dates are calculated. The attached document describes a workaround which could help in some issues where a hotfix is not currently available (such as in version 7.6.03) From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ramesh Alla Sent: Tuesday, January 07, 2014 7:14 AM To: arslist@ARSLIST.ORG Subject: Re: ARERR 8958 The Date Value is Invalid ** I guess, the business time segments related to this specific support group have invalid dates? _ Date: Fri, 3 Jan 2014 15:27:46 + From: mm3...@att.com mailto:mm3...@att.com Subject: Re: ARERR 8958 The Date Value is Invalid To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ** Have you checked the field type to see if it is valid? From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of uday kiran Sent: Thursday, January 02, 2014 1:34 PM To: arslist@arslist.org mailto:arslist@arslist.org Subject: ARERR 8958 The Date Value is Invalid ** Hi Team, I am seeing ARERR 8985 The Date Value is Invalid Error while re-assigning an incident to a specific Support Group. It is giving error only for a specific support group . CLM:Measurement:ReqProcOverallStartTime filter is not giving the right answer. Remedy 7.1 Any Ideas on how to resolve this issue? Regards, Uday _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Archive Incident Management Change Management 7.1
Since you are running ARS 7.1.x, I suspect you are storing CLOBs out of row(default config) which will increase the db size drastically. We have gone through conversions to move the CLOBS to in-row, and it shrank the db anywhere from 60-80%. You can have your dba review the tables to confirm the CLOB tables are consuming a lot of disk space or not. Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of mahmoud mahdy Sent: Monday, July 15, 2013 5:41 AM To: arslist@ARSLIST.ORG Subject: Re: Archive Incident Management Change Management 7.1 ** I contacted WIPRO whom support BMC Remedy, and they told me that deleting from DB level is better as it is a huge data and the system may not be able to complete. _ Date: Mon, 15 Jul 2013 04:19:48 -0500 From: vkulka...@columnit.com Subject: Re: Archive Incident Management Change Management 7.1 To: arslist@ARSLIST.ORG ** Delete from remedy as far as possible. Sent from my XperiaT smartphone mahmoud mahdy mahmoud_ma...@live.com wrote: ** Dears, I'd like to delete the history and keep only the last two years. so, is it better to delete form remedy forms or DB..? Thanks _ Date: Mon, 15 Jul 2013 14:41:23 +0530 From: kiranpatil@gmail.com Subject: Re: Archive Incident Management Change Management 7.1 To: arslist@ARSLIST.ORG ** Hi Mahmoud, You can achieve remedy archiving using some of the external tools like rrchive, Informatica, BMC DSO 1. First find out business timeframe and condition for data archieving. 2. Identify main forms and related forms to archieve. Use any of the above tool or similar tool to migrate data. Challenge here would be data integritiy which should be impacted. Good Luck !! Regards Kiran On Mon, Jul 15, 2013 at 2:22 PM, mahmoud mahdy mahmoud_ma...@live.com wrote: ** Dears, Kindly help as we have (500 GB database file) which affecting our performance and causing system down. is there a way to truncate the history data from the system or DB..?. Thanks, Best Regards, _ARSlist: Where the Answers Are and have been for 20 years_ -- Regards Kiran Patil Cognizant Technology Solutions Pune, India Mob No: +91 989 037 7125 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Permission's mismatch between User and people form
This is a common issue for the permissions to get out of sync between the CTM:PeoplePermissionGroup and User form. Here are instructions to force a reset: 1) Open the CTM:People Permission Groups form in Search mode in the User Tool 2) Make sure that the field 'z1D Action' is visible(If not, change the field properties in Admin Tool/Dev Studio to visible). 3) Search for the User(s) having problems (should return multiple rows) 4) Select all records, then go to 'Actions' - 'Modify All' and enter START (without quotation marks!) in the 'z1D Action' field. 5) Save the change 6) Rehide the 'z1D Action' field(Optional) Thanks, Bryan Waters From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Anderson Sent: Tuesday, March 20, 2012 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Permission's mismatch between User and people form ** Hi All, Thanks a lot for your valuable suggestions. :) The issue seems to be inconsistent and many records are having this mismatch. There are many profiles being affected by this. Like mentioned earlier, is it possible to update all the records . On Tue, Mar 20, 2012 at 12:19 PM, Ben Chernys ben.cher...@softwaretoolhouse.com wrote: ** The form is called CTM:People Permission Groups (memorised). You are correct Danny, CTM:People looks only at this form. I have seen issues with the Data Management Tool in 7.6 that imported these records and did not cause the appropriate workflow to update the User form. I didn't investigate but simply corrected the User records with a Meta-Update script. In the Remedy server, permissions can only be given by the User form (or an AREA plug-in). Adding the CTM:People Permission Groups record - through the GUI or with a display-only field set correctly - causes an update of the User form. Workflow (in this case ITSM workflow), plug-ins etc can do what they like. Hence the CTM:People Permission Groups form. The likely cause The reverse is not true. That is: adding (or changing) the User form does not create / delete / modify the CTM:People Permission Groups records (and cannot: there would be some missing info). Hence, making a change to the User, and then making a change to the People record, can cause an overwrite to the User record. I would suggest also that in these cases you manually add some CTM:People Permission Groups records (either directly or through the Data Management Tool. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email:mailto:Ben.Chernys_AT_softwaretoolhouse.com Ben.Chernys _AT_ softwaretoolhouse.com Web: http://www.softwaretoolhouse.com www.softwaretoolhouse.com Check out Software Tool House's freebies section for an ITSM 7.6.04 forms and fields spreadsheet. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett Sent: March-19-12 23:14 To: arslist@ARSLIST.ORG Subject: Re: Permission's mismatch between User and people form ** Hi, Open the people permissions form. (Sorry cant remember the actual name, not in front of ITSM) and add the persons details there. Those tables in the People form do not look at the User form for the group / permission info. Regards Danny From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Anderson Sent: 19 March 2012 20:27 To: arslist@ARSLIST.ORG Subject: Permission's mismatch between User and people form ** Hi All, ITSM Version:7.6 DB:SQL What could be the possible cause for the following Problem:Permission found in User form are not in People form. EX:1.User has Incident Master permission in user form but Only Incident user permission in people form 2.Change user present in user form but no change permission in people form. -- Thanks Regards Sam _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Thanks Regards Sam _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Setting up paging and using a modem
I've used BLAT with ITSM 7 with success. http://www.blat.net/ If you need any pointers, you can contact me offline. Thanks, Bryan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau Sent: Tuesday, August 17, 2010 10:07 AM To: arslist@ARSLIST.ORG Subject: Re: Setting up paging and using a modem I have used telalert in the past. Anyone know of any non cost solutions. Thanks Tim -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shellman, David Sent: Monday, August 16, 2010 5:41 PM To: arslist@ARSLIST.ORG Subject: Re: Setting up paging and using a modem Tim, We use TelAlert for our messaging processes. It's currently on Solaris but I've played with the Windows version. They are virtually the same. We have used a traditional modem but are switching over to GSM modems. This provides a lot more flexibility with sending messages to some of the service providers. There are some direct dial gateways for service providers but many are turning them off because of the expense or they charge a fee for monthly use. Along the same lines, email interfaces with some providers are being or have been turned off. This is especially true in Asia Pacific as the email interfaces were common spam targets. Dave - dave.shell...@tycoelectronics.com (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: What determines where field menus display?
Oops. It should have stated falling. Eyes playing tricks on me. J From: Bryan Waters [mailto:bryancwat...@gmail.com] Sent: Saturday, October 03, 2009 10:25 PM To: arslist@ARSLIST.ORG Subject: RE: What determines where field menus display? We recently had a user that had an issue with menus following off the screen due to the display font setting being Large. Please verify/change the user's desktop font size to Normal and retry. Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Benedict Brad (CI/FSR6-NA) Sent: Friday, October 02, 2009 1:18 PM To: arslist@ARSLIST.ORG Subject: Re: What determines where field menus display? ** I have had similar issues with individual users in the past. It has been resolved by deleting the user's AR System User Preference file and having it recreated on login. Usually, the user has adjusted some personal client settings. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Friday, October 02, 2009 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: What determines where field menus display? ** Do they also have dual monitors, or just one? Lisa _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L Sent: Friday, October 02, 2009 8:54 AM To: arslist@ARSLIST.ORG Subject: What determines where field menus display? ** I've got what I'm sure is a simply answered question but I'm coming up empty this morning. I've got a character field with a menu that displays differently for only 2 team members. The field menu display is set to Smart menus but instead of cascading up so that you can see the whole list it cascades down and off the page. For everyone else (me included) its cascades up so we can see all of the menu items. As a workaround I've got them using popup menus but they are not happy with that so I'd like to find a resolution. So the question is, what does Remedy look at to determine where to display the popup menu? (Note: I've tried playing with their screen resolution and it didn't matter if they were set to 800 x 600 or 1024 x 768). Thanks in advance for any help. AR Server: 6.3 Patch 24 on UNIX AIX 5.3 SQL - Oracle 9.2.5 ITSM v 5.6 MidTier 6.3 Patch 24 on a Windows 2003 NT server - IIS Terri This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: What determines where field menus display?
We recently had a user that had an issue with menus following off the screen due to the display font setting being Large. Please verify/change the user's desktop font size to Normal and retry. Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Benedict Brad (CI/FSR6-NA) Sent: Friday, October 02, 2009 1:18 PM To: arslist@ARSLIST.ORG Subject: Re: What determines where field menus display? ** I have had similar issues with individual users in the past. It has been resolved by deleting the user's AR System User Preference file and having it recreated on login. Usually, the user has adjusted some personal client settings. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Friday, October 02, 2009 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: What determines where field menus display? ** Do they also have dual monitors, or just one? Lisa _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L Sent: Friday, October 02, 2009 8:54 AM To: arslist@ARSLIST.ORG Subject: What determines where field menus display? ** I've got what I'm sure is a simply answered question but I'm coming up empty this morning. I've got a character field with a menu that displays differently for only 2 team members. The field menu display is set to Smart menus but instead of cascading up so that you can see the whole list it cascades down and off the page. For everyone else (me included) its cascades up so we can see all of the menu items. As a workaround I've got them using popup menus but they are not happy with that so I'd like to find a resolution. So the question is, what does Remedy look at to determine where to display the popup menu? (Note: I've tried playing with their screen resolution and it didn't matter if they were set to 800 x 600 or 1024 x 768). Thanks in advance for any help. AR Server: 6.3 Patch 24 on UNIX AIX 5.3 SQL - Oracle 9.2.5 ITSM v 5.6 MidTier 6.3 Patch 24 on a Windows 2003 NT server - IIS Terri This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: javax.mail.MessagingException: Unable to retrieve Reply To for message
Doug, I had a customer with the same issue. Basically, the email engine is unable to extract/retrieve the reply-to email address, and the email engine would delete the incoming message without inserting into the AR System Email Messages form. BMC Support gave us a hotfix for the emaildaemon.jar file. The error is still logged in the stdout file, but the email is successfully saved in the AR System Email Messages form. Contact me offline for our BMC ticket/defect # for reference if you decide to log a support request with BMC. Thanks, Bryan Waters From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tanner, Doug Sent: Friday, September 25, 2009 1:11 PM To: arslist@ARSLIST.ORG Subject: javax.mail.MessagingException: Unable to retrieve Reply To for message ** ARS 7.1 (P7) Email 7.1 (P7) MAPI Getting the below error numerous times a day on SOME inbound emails Sep 25, 2009 12:10:36 PM com.bmc.mail.mapi.MAPINative getMessageReplyTo SEVERE: Unable to retrieve Reply To for message javax.mail.MessagingException: Unable to retrieve Reply To for message at com.bmc.mail.mapi.MAPINative.getMessageReplyTo(Native Method) at com.bmc.mail.mapi.MAPIMessage.getHeader(MAPIMessage.java:55) at javax.mail.internet.MimeMessage.getAddressHeader(MimeMessage.java:679) at javax.mail.internet.MimeMessage.getReplyTo(MimeMessage.java:655) at com.bmc.arsys.emaildaemon.ReceiverModule.logMessage(ReceiverModule.java:675) at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:312) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Thoughts? Thanks, Doug Doug Tanner Compass Group, The Americas Manager, Enterprise Workflow Remedy Skilled Professional (RSP) Office (704) 328-3178 Cell (980) 230-8563 mailto:doug.tan...@compass-usa.com doug.tan...@compass-usa.com DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are image002.gif
Re: AW: PERFORM-ACTION-ADD-ATTACHMENT that does not attach!
This is a know issue/defect. Try using a Set Fields run process: Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frex Popo Sent: Wednesday, January 14, 2009 8:12 AM To: arslist@ARSLIST.ORG Subject: Re : AW: PERFORM-ACTION-ADD-ATTACHMENT that does not attach! ** Thanks. I saw some old email with people having the same issue with set field as well and didnt bother trying it :-) will try and let you know. Many thanks for all your help --- En date de : Mer 14.1.09, Conny Martin conny.mar...@t-systems.com a écrit : De: Conny Martin conny.mar...@t-systems.com Objet: AW: PERFORM-ACTION-ADD-ATTACHMENT that does not attach! À: arslist@ARSLIST.ORG Date: Mercredi 14 Janvier 2009, 12h17 we have a similar workflow to add an Attachment and I ever wondered why they turned off philter-phasing for this filter. Now I know why. -Ursprüngliche Nachricht- Von: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Im Auftrag von Misi Mladoniczky Gesendet: Mittwoch, 14. Januar 2009 11:51 An: arslist@ARSLIST.ORG Betreff: Re: PERFORM-ACTION-ADD-ATTACHMENT that does not attach! Hi, Try doing it in a Set-Fields action instead. The problem with Run Process is that it runs in the wrong Filter Phase. Set-Fields: CURRENT TRANSACTION dummyfield = $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 103962 C:\FOTOS\$file_name$.jpg I have not tried it, but you may change the Filter Phase by adding `! to the end of the filter name (backquote+exclamationnmark). Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Hi everyone,  ARS: 7.0.1 Patch04 OS: Windows 2003 server  Here is the command in the filter if action:  PERFORM-ACTION-ADD-ATTACHMENT 103962 C:\FOTOS\$file_name$.jpg  Here an extract from the filter log:   Checking CTM_Images_Load_Image FLTR TID: 000604 RPC ID: 188890 Queue: Fast     Client-RPC: 390620  USER: Demo                                                0: Process FLTR TID: 000604 RPC ID: 188890 Queue: Fast     Client-RPC: 390620  USER: Demo                                                      PERFORM-ACTION-ADD-ATTACHMENT 103962 C:\FOTOS\00109125.jpg FLTR TID: 000604 RPC ID: 188890 Queue: Fast     Client-RPC: 390620  USER: Demo                                        /* Wed Jan 14 2009 09:51:45.2560 */    End of filter processing (phase 3) on CTM_Images - 0008164  As you can see the server does not throw any error but the command does not work as no file is attached. Permissions are set correctly in the attachment pool and the attachment field. So I hope this is not a bug and may be something trivial!!  Have you had a similar problem before?  Thanks in advance frex __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are image001.png
Re: WARNING: don't use 6.3 User tool with 7.1 Server
Have you logged a defect with BMC? If so, can you please share? Thanks, Bryan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Elry Sent: Tuesday, January 13, 2009 7:06 AM To: arslist@ARSLIST.ORG Subject: Re: WARNING: don't use 6.3 User tool with 7.1 Server Hey ccrashhh Long time no parler dudecomment ca va... I agree - we just started our UAT and TRA - we quickly discovered this to be an issue. Glad to see someone else out there can replicate. Have a good one eh... On Jan 6, 8:52 am, ccrashh ccra...@gmail.com wrote: They are certainly compatible (User 6.3 vs 7.1 Server)...with one annoying exception: your forms and code will ALWAYS cache. That's right...each and every time you open a form using User 6.3 on a 7.1 Server installation of Remedy ARS, it will overwrite the existing arf and arv files. Fun times. In as large an organization as I am in, it takes time to rollout certain tools. We decided to upgrade the backend while the QA people dicked around with the 7.1 User tool. They still haven't approved it for rollout, but we were assured by BMC/Remedy that things would be hunky-dory. Not so much. We have users all over the world, and many are now complaining that the application is so slow as to be unusable. We tested packet traffic using Wireshark and noticed that opening a form in Query mode with a 6.3 User tool on a 6.3 Server meant around 10 packets with a total size of about 1900 bytes. Opening the same form in the same way against a 7.3 Server had 215 packets and about 190,000 bytes. A factor in size of about a 100. We then realized that the 6.3 User tool was forcing a constant recache of the forms/ code. Sigh. Just a heads up to any in a situation like this. If Users are complaining about slow speeds with the arserver 7.1, check which version of the User tool they are using. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Permissions after upgrade to 7.1
Andy, Check the permission groups on the Request ID(field id 1) on the source data form. If I remember correctly, the 7.1 User form now has row level access. Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Tuesday, November 25, 2008 12:17 PM To: arslist@ARSLIST.ORG Subject: Re: Permissions after upgrade to 7.1 ** I found a couple of permissions that were changed on the User Form and corrected that, but now I still have strange behavior. After doing some testing I have found a couple of things: The ARRERR [333] was actually being generated by the user form. On our trouble ticket we have a menu that searches the User form for Assigned Techs. The ARERR [333] appeared to be referring to the status field on the User Form and not the Trouble Ticket. I corrected the permissions and I no longer get that error, but now I have a different problem. The assigned tech field now says No entries in menu, unless you select the Assigned Group that the current user belongs to and then he sees only himself and not the entire group. I believe it has to be a permission problem somewhere because Admin accounts work perfectly. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Tuesday, November 25, 2008 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Permissions after upgrade to 7.1 Andy, Also since you say you have upgraded, make sure that after you have ugpraded, the system has all the necessary environments that can run your arcache utility, failing which the system will not be able to use that during system restarts to regenerate the user_cache table if necessary. I recently had that problem on one of our unix servers and it turned out to be an environment issue. And a happy birthday to you.. Joe _ From: Grooms, Frederick W [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, November 25, 2008 10:07:31 AM Subject: Re: Permissions after upgrade to 7.1 Double check to make sure that the Group form's data is still correct. We had an issue when upgrading there the upgrade tried to add groups to the form and it resulted in duplicate data. Also you may need to update the server's user_cache for the user (Make a change to the group information for the user so the system will update their user_cache record, and then have the user log back in to the server). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Tuesday, November 25, 2008 8:29 AM To: arslist@ARSLIST.ORG Subject: Permissions after upgrade to 7.1 We upgraded one of our servers to 7.1.00 and now some of our users are getting a permission error. Nothing changed on the forms that I'm aware of, but now users are getting the ARERR [333] No access to field:7, which is the status field. This field is supposed to be updated through workflow when a ticket is moved from one group to another. Is there some known issue regarding this or am I just really lucky today since it's my birthday? Windows Server 2003 MSSQL 2000 ARS 7.1.00 Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Spell Checker
Try setting the focus to another field and back to the text field with 2 change
field actions.
Good Luck,
Bryan
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Begosh, Kevin
Sent: Tuesday, October 21, 2008 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Spell Checker
This did work thanks a lot. The cursor still ends up at the end of the text on
the field. Any idea how to move it to the beginning of the field?
Kevin Begosh, RSP
Tech Ops
Enterprise Business Services
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of jham36
Sent: Tuesday, October 21, 2008 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Spell Checker
What I had to do to get this to work was create a temporary Integer
field. I called it tmpSpellCount. After the spell check finishes, I
do 3 set fields in the active link.
1. Set field tmpSpellCount toLENGTH($Description$)
2 Set tmpSpellCount to $tmpSpellCount$ - 2 (for some reason it
only works correctly if I subtract 2 from here)
3 Set Description to LEFT($Description$, $tmpSpellCount$)
Hope this helps.
James Hamilton
Business Systems Manager
The NPD Group, Inc.
900 West Shore Road
Port Washington, NY 11050 USA
+ 1.516.625.2468
On Oct 21, 1:47 pm, Begosh, Kevin [EMAIL PROTECTED] wrote:
And actually it looks like a carriage return that is put in. after the
spell check runs.
Kevin Begosh, RSP
Tech Ops
Enterprise Business Services
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell
Sent: Tuesday, October 21, 2008 1:16 PM
To: [EMAIL PROTECTED]
Subject: Re: Spell Checker
Surely you need rtrim. The alternative is to use a substr function and
combine with a length calc.
-Original Message-
From: Begosh, Kevin [EMAIL PROTECTED]
Sent: Tuesday, October 21, 2008 6:04 PM
To: [EMAIL PROTECTED]
Subject: Re: Spell Checker
On this spell checker I am getting it to work but it appears that
after the spell check is done it leaves a space or possible a carriage
return after the work it fixed. Has anyone else run into this or know
how to fix it. I have tried LTRIM, and Replace and neither on of those
worked.
It almost looks like a carriage return.
Kevin Begosh, RSP
Tech Ops
Enterprise Business Services
301-791-3540 Phone
410-422-3623 Cell
[EMAIL PROTECTED]
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Subash Biswas
Sent: Tuesday, October 14, 2008 4:22 PM
To: [EMAIL PROTECTED]
Subject: Re: Spell Checker
Kevin:
I used the OLE spell check described in Integrating with Plug-ins and
Third-Party Products Guide 700 pg272. It works just fine with ARS
7.0.1p004 WUT and MS Word 2003.
[The entire original message is not included]
__
__
___
UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum
Sponsor:www.rmsportal.comARSlist: Where the Answers Are
__
_ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are-
Hide quoted text -
- Show quoted text -
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:
www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries
or affiliates and you. Internet communications are not secure and therefore the
TuringSMI Group does not accept any legal responsibility for the contents of
this message. Any views or opinions expressed are those of the author. This
message is intended for the addressee ('s) only and its contents and any
attached files are strictly confidential. If you have received it in error,
please contact the sender on the number above.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Business Objects
Are all of the workstations you tried part of a corporate OS image? If so, is there the possibility of using a non-standard corporate OS image to test against? Thanks, Bryan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Tuesday, October 21, 2008 2:59 PM To: arslist@ARSLIST.ORG Subject: Re: Business Objects I have tried from many workstations and all get the same error. I have also tried several printers from my workstation. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Tuesday, October 21, 2008 2:54 PM To: arslist@ARSLIST.ORG Subject: Re: Business Objects I wonder if the printer driver has something to do with it? Have you tried changing the default printer on the workstation where you are running the report to something like the Microsoft Document Writer? --- J.T. Shyman -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Tuesday, October 21, 2008 2:33 PM To: arslist@ARSLIST.ORG Subject: Re: Business Objects Can anyone offer a suggestion? I have tkts open with BMC and BO but I am not getting anywhere. I can pull up a report but get a generic error when I try to print it. I can not even find any kind of error to check. It simply says an error has occurred on the server would you like to view the error information? If I click Yes it just opens another copy of the report. I have been trying to get this resolved for weeks and have run out of ideas. -Original Message- From: Sokol, Brian Sent: Thursday, October 02, 2008 9:44 AM To: arslist@ARSLIST.ORG Subject: RE: Business Objects This saga continues with BMC saying this is a Business Objects problem and BO saying it is a BMC problem. By default we are using the DHTML viewer. You are forced to use an activex print control. That is what is failing. The BO server is using SSL and BMC feels that may be causing a problem. The BO support folks were involved in a webex yesterday and here are their thoughts: We just had a call with BO support. Their first reaction was that, since BMC is using their own viewer that's deployed during the installation, they will not support. BO uses the following directory to view the reports D:\BOEIXR2\common\3.5\crystalreportviewer115. During the webex demo they were able to successfully view and print the same PO report through BO Infoview. Anyone out there have any ideas? Here is our environment. Does anyone have a similar setup? BMC claims that all their customers are using BO 11.5. Not sure if that is a true statement. BO Server: Windows server 2003/BO Enterprise 11.5/IIS and New Atlanta. They are using SSL on this server MidTier: Windows Server 2003/MidTier 7.1/IIS and New Atlanta Brian -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rod Harris Sent: Thursday, September 25, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Business Objects Hi Brian, You are having quite a saga with this. I don't have the server in front of me right now. I didn't copy everything - just that directory. Sorry I didn't read all of your email. I just saw the error message and jumped in. You have dealt with this message. Maybe try this. I'm using the dynamic HTML viewer and it works well. I don't think it has an activex print function. If you switch your BO system to another viewer maybe this will help. For me changing my viewer preferences does nothing. I think it takes the default from within the BO system itself. Rod From: Action Request System discussion list(ARSList) on behalf of Sokol, Brian Sent: Fri 26/09/2008 1:13 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects Hi Rod, Yes that is what I did as well. My report would not even load on screen. Now since I copied reportadd.exe over to the C drive the report loads OK. My problem now is it will not print. When you click on the print icon in the report it loads an active x print control and then throws that same error. I think it is still looking in the wrong directory. BMC is saying I should copy the entire BO directory to the C drive. Did you copy all the folders to the C drive? I just copied the one exe and two related DLLs. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rod Harris Sent: Thursday, September 25, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: Business Objects Hi Brian, Have you got the program C:\Program Files\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe installed at the location specified? In my case we had BO installed on the D drive so it didn't work and threw the same error you have (from memory).
ARS v7.1 Patch 5 Release
FYI
Thanks,
Bryan Waters
This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries
or affiliates and you. Internet communications are not secure and therefore the
TuringSMI Group does not accept any legal responsibility for the contents of
this message. Any views or opinions expressed are those of the author. This
message is intended for the addressee ('s) only and its contents and any
attached files are strictly confidential. If you have received it in error,
please contact the sender on the number above.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email engine not sending mail
Suggest you test the SMTP connection by using telnet(details below). KM-5157 Using telnet to test the SMTP gateway telnet SMTP Gateway 25 For example: telnet smtpserv 25 Connected to smtpserv. Escape character is '^]'. 220 smtpserv.remedy.com Sendmail SMI-8.6/SMI-SVR4 ready at Thu, 12 Aug 1999 13 :40:24 -0700 There will be some information about the SMTP protocol, or the fact that you get connected means the this is running the protocol. help - lists available commands vrfy - verify a user -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of AR_User Sent: Sunday, August 17, 2008 8:40 AM To: arslist@ARSLIST.ORG Subject: Re: Email engine not sending mail Thanks for your reply, I am running email engine on IBM AIX platform and there is no firewall or virus scanner on the system. And I am trying to set a SMTP account. Thanks Regards, Ajit Mario Roehr wrote: Ajit, do you have a virus scanner or firewall installed on the machine where email engine is running? Maybe there are any blocking rules for smtp connections. We had the same issue but after disabeling the blocking rule for aremaild all was running fine. hth Mario AR_User [EMAIL PROTECTED] MAIL.COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList) Subject [EMAIL PROTECTED] Email engine not sending mail ORG 17.08.2008 12:11 Please respond to [EMAIL PROTECTED] RG ** Hello All, I am trying to send mail using email engine. I've properly configured mailbox. But whenever I try to send mail it is giving me following error Unknown SMTP host: smtpout.secureserver.net javax.mail.MessagingException: Unknown SMTP host: smtpout.secureserver.net; nested exception is: java.net.UnknownHostException: smtpout.secureserver.net at com.sun.mail.smtp.SMTPTransport.openServer(SMTPTransport.java: 1280) at com.sun.mail.smtp.SMTPTransport.protocolConnect(SMTPTransport.java: 370) at javax.mail.Service.connect(Service.java:275) at com.bmc.arsys.emaildaemon.SenderModule.openTransport(SenderModule.java: 424) at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java: 197) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Thread.java:810) My outgoing server does not require SSL. Also I am using proxy server for internet connections and I've done all the settings for proxy in the AR System. I am on: IBM AIX 5.3 AR Server 7.1 Mid-tier 7.1 JDK 1.5 Does anyone know how to resolve this problem? Thanks Regards, Ajit View this message in context: Email engine not sending mail Sent from the ARS (Action Request System) mailing list archive at Nabble.com. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/Email-engine-not-sending-mail-tp19018811p19019675. html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ARS v7.1.0 patch 4 released
FYI: v7.1.0 patch 4 was released yesterday. Cheers, Bryan This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
I've experienced this same issue with v7.0.1 patch4. This is a known
defect. Supposedly, it's fixed with v7.0.1 patch6.
Thanks,
Bryan
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Friday, February 22, 2008 5:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
**
Ok, is there any restriction on it?
I've got a simple filter that fires on modify and attempts to put a file
into an attachment field. However, when it runs it finishes
successfully, returns a status of 0, but doesn't put the file in the
attachment field. In fact, if there is a file there already it will
clear it out.
This is what the filter log looks like if I use a set fields action:
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
/* Fri Feb 22 2008 16:02:40.2354 */ Checking NCC:SCC:External
Process Report_Add Attachment (500)
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
-- Passed -- perform actions
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
0: Set Fields
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
Exit code: 0 Value: 0
FLTR TID: 0027933600 RPC ID: 000956 Queue: Fast
Client-RPC: 390620USER: Demo
Short Description (8) = 0
This is what the filter log looks like if I use a process action:
FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast
Client-RPC: 390620USER: Demo
/* Fri Feb 22 2008 16:02:13.0647 */ Checking NCC:SCC:External
Process Report_Add Attachment
FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast
Client-RPC: 390620USER: Demo
0: Process
FLTR TID: 0121088928 RPC ID: 000931 Queue: Fast
Client-RPC: 390620USER: Demo
$PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912
net-snmp_license.txt
But neither actually sets the file in the attachment field.
The file net-snmp_license.txt exists in the Remedy installation's bin
folder...which is where PERFORM-ACTION-SAVE-ATTACHMENT puts files if you
don't specify a path so I figured it would grab from there to. However,
it behaves the same even if I point the ADD process to a full path and
file.
--- J.T. Shyman
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller
Sent: Friday, February 22, 2008 5:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT from a filter
** Yes it can.
On Fri, Feb 22, 2008 at 1:54 PM, J.T. Shyman [EMAIL PROTECTED]
wrote:
**
Does anyone know if PERFORM-ACTION-ADD-ATTACHMENT can be used in a
filter to attach a file from the server? AR 7.0.1 Patch 5 on Linux.
--- J.T. Shyman
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
html___
This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries
or affiliates and you. Internet communications are not secure and therefore the
TuringSMI Group does not accept any legal responsibility for the contents of
this message. Any views or opinions expressed are those of the author. This
message is intended for the addressee ('s) only and its contents and any
attached files are strictly confidential. If you have received it in error,
please contact the sender on the number above.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Delays after user tool sits idle
In addition, there is a Microsoft Tech Note stating this registry entry is *NOT* present to the registry , and the default value is 2 hours. This explains why the failure point of the delay occurred between 1 and 2 hours of being idle. http://technet2.microsoft.com/windowsserver/en/library/af2e0d81-50cc-430 d-80e1-a2ccebfc68f21033.mspx?mfr=true KeepAliveTime Updated: March 28, 2003 HKLM\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters Data type Range Default value REG_DWORD 0x1-0x (milliseconds) 0x6DDD00 (7,200,000 milliseconds = 2 hours) Description Specifies how often TCP sends keep-alive transmissions. TCP sends keep-alive transmissions to verify that an idle connection is still active. This entry is used when the remote system is responding to TCP. Otherwise, the interval between transmissions is determined by the value of the Parameters\KeepAliveInterval http://technet2.microsoft.com/WindowsServer/en/library/734570a2-06d6-45 0e-b765-ccfa7530af491033.mspx entry. By default, keep-alive transmissions are not sent. The TCP keep-alive feature must be enabled by a program (such as Telnet), or by an Internet browser (such as Internet Explorer). Note * Windows Server 2003 does not add this entry to the registry. You can add it by using the registry editor Regedit.exe. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, January 09, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Wow... Matt. Thanks for the information! I'm going to have to pass this along to our network folks. This might also fix our issues with our load-balancers not being able to track sessions that aren't persistent with a keep-alive (Remedy.) Thanks again! Tony -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Matt Reinfeldt [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 01/09/2008 11:04 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Tony, Bryan Waters and I have been working with the escalation engineers on this, and we've seen the following fix resolve the issue: Apply the below Registry settings, if in a Windows environment, to each Windows server that hosts an AR Server. If the AR Server is on Linux/UNIX, see this note: It is depend on the server platform. If it is Windows, I think the steps are same for server and client. If it is Linux, run echo 300 /proc/sys/net/ipv4/tcp_keepalive_time (default is 7200, 2 hours) To confirm it works, use WireShark for Windows and tcpdump for Linux to monitor the connection between client and server. On every keepalive_time, server should send out an acknowledge packet to client and client sends reply back. In this way, connection is alive for another keepalive_time interval. Open your registry and find the key below. Create new DWORD value named KeepAliveTime and set it to equal the number of milliseconds to wait before sending keep alive packets (the default is 2 hours - 7,200,000 milliseconds). Also create a new DWORD value called KeepAliveInterval and set it to equal the time in milliseconds between retransmissions of keepalives, once the KeepAliveTime has expired (the default is 1 second - 1000 milliseconds). Restart Windows for the change to take effect. Registry Settings System Key: http://www.pctools.com/guides/help/registry-settings.php#system_key [HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\Tcpip\Parameters] Value Name: http://www.pctools.com/guides/help/registry-settings.php#value_name KeepAliveTime, KeepAliveInterval Data Type: http://www.pctools.com/guides/help/registry-settings.php#data_type REG_DWORD (DWORD Value) The KeepAliveTime would be set to 30 for our test (5 minutes). If the Registry changes resolve the issue for you, we could export the settings from the dev server's Registry and simply import them to the production machines before rebooting them. KeepAliveTime set to 30 KeepAliveInterval set to 5000 Anyway, long story short, it appears that some network device is killing the idle TCP connection after n-minutes (value depends on the device settings). So, the solution is to send a keep alive signal from the server more often than the default 2 hours, or identify the device causing the problems and change its settings. Hope that helps you with your issue. BTW: we've requested that a KB get written up for this, but I don't know when/if that will happen. Matt Reinfeldt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Thursday, September 27, 2007 6:05 AM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool
Re: Problem with Group Notification Workflow
Mike, The Assigned Group ID on the Incident form is not the same value as the Group ID from the Group form. It is the CTM:Support Group ID. You will need to create some workflow to get the *real* group name/id from the Group form for your assignment group. You will need to search against the 'Long Group Name' on the Group form. The 'Long Group Name' format is stored as Support Company - Support Organization - Support Group Name. For example, ACME - HR - Payroll would be your search string. In your workflow, you can use either the 'Group Name' or 'Group ID' value since they are the same. Cheers, Bryan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Pugh Sent: Monday, December 31, 2007 1:37 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with Group Notification Workflow ** George, I tried your suggestion with no luck. Now the message just appears with the Support Group ID in the Address. I also tried using the InstanceId from the CTM:Support Group form but that didn't work either. I'm going to try and dig around the Incident Management filters to see what it is passing in since that is working on our server. Thanks! Mike Pugh Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com http://www.americansystems.com/ phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Monday, December 31, 2007 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: Problem with Group Notification Workflow ** Mike, The Send To field is resolved in a very strict way. From the Online Manual: Note: AR System resolves the contents of the User Name field by first checking for a matching request in the User form. If found, the notification is sent to that user. If not found, the server checks for a matching request in the Group form. If the name corresponds to a group name, the notification is sent to all members of that group. If no User or Group definition is found, the contents of the User Name field are used as is and treated as a guest user of the system. This all made pretty good sense before 7.0...now the Group Name that it's referring to here is going to be the GROUPID (eg: 100089) and not the actual name as you and I would LIKE it to be. I would suggest that you try sending your email to the Assigned Group ID instead of the name. Hope that helps, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Pugh Sent: Sunday, December 30, 2007 10:17 AM To: arslist@ARSLIST.ORG Subject: Problem with Group Notification Workflow I've created an escalation that should bring in a support group's name into a Notify action so that it e-mails all members of the group. For some reason it's not resolving the group name so it's not pushing the notification out to all of the group's members. I've double checked the group name several times and it's fine. Incident Management is able to send a group notification without a problem. I'm passing in $Assigned Group$ to the User Name property of the Notify action. It comes from a form I created and, for example, the form contains Enterprise Systems in that field, and I have an Enterprise Systems Support Group defined. I'm running ARS 7.1 and ITSM 7.0.02 patch 6. Does anyone have any clues? Thanks! Mike Pugh Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com http://www.americansystems.com/ phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed
Re: Change Management email
Mary,
Did you check to see if the CHG Mgmt notifications were enabled in the
SYS:Notification Messages form?
Thanks,
Bryan
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus
Sent: Saturday, December 15, 2007 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Management email
Hi everyone,,,
Bumping this issue to the top... sorry...
We're still are having this issue and can't find any Config issues. I
also
don't see any defects listed for this.
I also forgot to add what versions we're on.
ARS 7.0.01 patch 4
App is on 7.0.02 no patches yet we do plan to patch to 006 asap
however.
I've checked NTE:Notifier Log form and the System Default alerts have
been
going out,,, just not the emails.
Thanks so much for reading!! :) and any ideas are so appreciated!!
Mary Dollus
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mary Dollus
Sent: Wednesday, December 12, 2007 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Change Management email
Hi All,
This is a very weird thing at least I haven't encountered it before.
The email engine is running and emails are going out for Incident
Management; however they aren't for Change Management. I tested with my
account to be sure all settings are correct. I'm set to receive email as
my
default.. I set up email notifications for them instead of alert with
the
default as email. I should be getting notified if I'm assigned to
Change
Manager, Change Assignee or Implementer. and also for Manager and
Assignee
if it completes.
Has anyone else experienced this?
Thanks. a ton!!!
Mary Dollus
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries
or affiliates and you. Internet communications are not secure and therefore the
TuringSMI Group does not accept any legal responsibility for the contents of
this message. Any views or opinions expressed are those of the author. This
message is intended for the addressee ('s) only and its contents and any
attached files are strictly confidential. If you have received it in error,
please contact the sender on the number above.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: How many attachments?
Kevin,
I would recommend that you store attachments in a separate centralized
data table. This will provide 3 main benefits:
1) The load time of a ticket will be less since the attachments do
not have to be fetched when querying.
2) You are not bound to a finite number of attachments. Use a GUID
value to relate the data ticket to the attachment records. This will
allow a n number of attachments.
3) You can reuse the centralized attachment form for other
applications
Cheers,
Bryan
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Amen, Kevin
Sent: Friday, December 14, 2007 11:26 AM
To: arslist@ARSLIST.ORG
Subject: How many attachments?
**
Are there any gotchas with having 20 attachment fields in an
attachment pool?
Kevin Amen
Novartis Vaccines Diagnostics
Information Technology
510.923.3691 (Office) / 510.520.4060 (Cell)
__20060125___This posting was submitted with HTML in
it___
This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries
or affiliates and you. Internet communications are not secure and therefore the
TuringSMI Group does not accept any legal responsibility for the contents of
this message. Any views or opinions expressed are those of the author. This
message is intended for the addressee ('s) only and its contents and any
attached files are strictly confidential. If you have received it in error,
please contact the sender on the number above.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Delays after user tool sits idle
We are facing a similar issue after the Remedy User Tool or driver program is idle more than 1 hour where it takes anywhere from 1-2 mins for an operation to complete. After the initial delay, everything responds quickly. We've seen this issue with v6.3 patch 22 as well as 7.0.1 patch 4. However, no delay is experience when running the driver program directly on the server. Below are the results of using the driver program on a user's workstation. The first call took 100+ seconds to complete while the next API call took less than 1 second to complete. In addition, this is not related to threads being too busy as the maximum number of threads are not being utilized, and we even tested using a private thread with the same results. Lastly, the API and SQL logs do not show the 100+ seconds it took to complete the GE API call. It seems to be an issue with the network connection as it only happens with remote clients. We have a ticket logged with BMC on this issue as well. 1st GE API Call After 1 hour delay: 2nd GE API Call immediately the initial delay ARGetEntry results Return Code: OK Field Value List: 2 items Field Value Struct: Field Id: 1 Value: (char) HD27513 Field Value Struct: Field Id: 7 Value: (enumerated) 3 Status List: 0 items Start Time:1189801277.64 (Fri Sep 14 2007 16:21:18) Finish Time: 1189801378.562000 (Fri Sep 14 2007 16:22:59) Elapsed Time: 100.922000 ARGetEntry results Return Code: OK Field Value List: 2 items Field Value Struct: Field Id: 1 Value: (char) HD27513 Field Value Struct: Field Id: 7 Value: (enumerated) 3 Status List: 0 items Start Time:1189801475.50 (Fri Sep 14 2007 16:24:35) Finish Time: 1189801475.593000 (Fri Sep 14 2007 16:24:36) Elapsed Time: 0.093000 Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, September 26, 2007 10:46 AM To: arslist@ARSLIST.ORG Subject: Re: Delays after user tool sits idle ** Yea... patch four broke the horizontal navigation bars on the left in our ITSM7 stuff, so we rolled back to three. People here see this in p3, p4 and 7.1. :-( I was hoping 7.1 fixed this slowness thing, but evidently not. I'm beginning to think it's something unique to our xp images here (arg.) -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] 262-703-5911 Rick Cook [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/26/2007 09:42 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Delays after user tool sits idle ** Tony, 7.0.1 p4 should be subtitled We're really sorry about patch 3. The patch 4 release notes mention that patch 4 fixes some errors that were introduced in patch 3 - perhaps this is one of them? Of course, as you have seen on other threads, patch 4 is no day at the beach, either. Rick On 9/26/07, Tony Worthington [EMAIL PROTECTED] wrote: ** All - Has anyone experienced the issue of the User Tool taking an extremely long time to perform any action after sitting idle for a few minutes? Click, wait a minute, then poof everything is back to normal. We have 7.0.1p3 delpoyed, and I also see the same issue using the 7.1 tool. I'm going to open a ticket with support, but I was hoping for some me too's or tips. :-) (Nothing in client-side logging other than a gap where the tool is frozen.) Thanks, Tony ITSM7.0.2p4/win2kr3/10gr2 -- Tony Worthington Sr. Technical Analyst Kohl's Department Stores [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 262-703-5911 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: User Tool 7.0.01 and Modify All
John, I ran across a similar issue recently. Make sure there is no workflow setting the field to NULL or an empty string on triggers such as lose focus, menu choice, etc.. For some reason, the Modify All operation was pushing an empty/NULL value even though I had not directly updated the field. HTH, Bryan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Kovalcik Sent: Friday, September 07, 2007 9:50 AM To: arslist@ARSLIST.ORG Subject: User Tool 7.0.01 and Modify All ** Listers, I have run in to a problem doing a Modify all on the 7.0.01 user tool. When doing a modify all on CHG:Task, if the first record has a blank assignee, then it will NULL out all assignee's in the following records. Has anyone seen this issue ? It doesn't do it in the 6.x usertool. Thanks, John M. Kovalcik Service Management Sr. Analyst ITIL Foundations Certified Global Information Technology Kennametal Inc. __20060125___This posting was submitted with HTML in it___ This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARS v7.0.1 Patch 4: New server drop is available
Hello, I wanted to inform everyone that BMC released a new drop for the server component of v7.0.1 patch 4. Don't kill the messenger. J Have a great holiday weekend! Thanks, Bryan Waters This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS v7.0.1 Patch 4: New server drop is available
Look at the timestamps on the files. Not the timestamps on the directories. Thanks, Bryan From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, August 31, 2007 4:50 PM To: arslist@ARSLIST.ORG Subject: Re: ARS v7.0.1 Patch 4: New server drop is available ** I don't see it on the patch page - it still shows the one from 8/21, which is the same date as the other executables in that patch. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bryan Waters Sent: Friday, August 31, 2007 12:59 PM To: arslist@ARSLIST.ORG Subject: ARS v7.0.1 Patch 4: New server drop is available ** Hello, I wanted to inform everyone that BMC released a new drop for the server component of v7.0.1 patch 4. Don't kill the messenger. J Have a great holiday weekend! Thanks, Bryan Waters http://www.turingsmi.com/local/images/userworld2007.jpg Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image001.png
Re: Prefetch ITSM to mid-tier
The pre-fetch fails to work when using a non-ARS admin account with a
Preference Server specified in the Mid-Tier Config tool. If you remove
the Preference Server setting, the process works with a non-ARS Admin
account. BMC has created defect SW00261809 for the issue with a non-ARS
admin and a Preference Server setting.
ARS v7.0.1 patch 1
Mid-Tier v7.0.1 patch 1
Thanks,
Bryan Waters
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 22, 2007 5:43 PM
To: arslist@ARSLIST.ORG
Subject: Prefetch ITSM to mid-tier
**
Several months ago, Axton mentioned that a perl script to prefetch the
forms and applications to the Mid-Tier server was included in the
Mid-Tier 7 installation. I found the sample script (prefetchConfig.xml)
in the C:Program Files\AR System\Mid-Tier\WEB-INF\classes directory, and
I have made the modifications I believe to be necessary to prefetch the
applications and forms I want, but what I don't see is how to execute
the script.
It's probably easy for you Perl divers out there - care to help me out?
Rick Cook
__20060125___This posting was submitted with HTML in
it___
This message is subject to and does not create or vary any contractual
relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries
or affiliates and you. Internet communications are not secure and therefore the
TuringSMI Group does not accept any legal responsibility for the contents of
this message. Any views or opinions expressed are those of the author. This
message is intended for the addressee ('s) only and its contents and any
attached files are strictly confidential. If you have received it in error,
please contact the sender on the number above.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the
Answers Are
