Re: ITSM 7: Can't have autoassign rule with different Customer Support Company?
Rabi, It is as strange as you think, but it may be easy to fix. First, the key filter that actually does the lookup is called HPD:INC:Assignment_035_AsgRouting. The qualification in the Set Field action will show you what is mapped. It turns out that both the Contact Company *and* the Location Company on CFG:Assignment are compared against Contact Company from the Help Desk Customer tab. This would imply that they cannot be different. However, you will see that it allows either one of them to be - Global -. This may be helpful to you. Personally I find that there are way too many unnecessary restrictions like this in the ITSM applications. The good news is that you can create your own version of this filter and do the lookup the way that makes sense to you. Hope it helps. Regards, Chuck Baldi On Thu, Feb 12, 2009 at 3:44 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi, I'm trying to set one autoassignment rule for IM 7. Two questions on CFG:Assignment form: (1) It appears 'Contact Company' on this form actually corresponds to Customer's Company on the incident, not Contact's. And 'Location Company' on this form corresponds to, I think, 'Support Company' on Incident. Agree? This is a messy labeling. (2)On this form, I am not allowed to have different companies in these two fields, for Incidents. This error pops up: The Organization Company and Location Company must be the same when creating mapping records for the Incident Management Module. Please ensure that these are the same and re-apply. (ARERR 45250). Whereas on Incidents, there is no such restrictions, so there is no way I can have an auto-assignment rule that would apply when these two company fields are different on an Incident. Strange. How does this make sense? ___ 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: ITSM Support Group Roles Help
The only functional significance I am aware of is the Help Desk role is used to set an Incident Owner if an owner assignment rule is not present. See the Inc User guide in the section on Understanding incident ownership. As far as I can tell the other roles are informational. I would be interested in learning otherwise. Regards, Chuck Baldi On Wed, Feb 11, 2009 at 3:26 PM, Mark Lev mark@rightstarsystems.comwrote: Hi All, I am trying to find Remedy definition and functional significance of the Support Group Roles: Help Desk Tier 1 Tier 2 Tier 3 Line of Business An understanding of the rules/Workflow that ITSM uses based on group role would helpful too. I have not found this in any documentation, but I hopefully just missed it. Can anyone help? ARS 7.1 ITSM 7.0.3 All latest patches Windows SQL Thanks, Mark ___ 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
How to save huge qual string in Table / Tree Property?
Hello all, I am trying to update the Table / Tree Property on the HPD:Incident Assoc Search form to let users search for some of their custom fields. However, the Qualification string is so large that the Admin tool will not let me add to it. I can't even re-paste the original qualification back into the field if I remove it. So, BMC must have a trick for pasting a HUGE qualification string here. Does anyone know how to do this? ARS 7.1 p5 ITSM 7.0.03 p8 Thanks in advance, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Incident Owner - ITSM 7.0.3 p8
To your first question, your observation is correct. The order of Owner assignment appears to be: 1. If user has entered a value for Owner, use it 2. If there is an Owner rule in CFG:Assignment, use it 3. Use default Owner rules based on submitter, assigned group, etc. To your second point, I have not had trouble getting rules to work based on Operational or Product categories, with one exception. If you have multiple rules that have the same Tier 1 value and one has NULL for Tier 2 while the other is non-NULL, there seems to be ambiguity as to which one is located. I would have expected the most-specific value to fire but we did not see that. We fixed it by ensuring that all rules used the same tiers populated. You may be able to address this with sort order. We did not observe that sort order overrode all the other values. If true, I would think it is a bug. Regards, Chuck Baldi On Fri, Feb 6, 2009 at 11:25 AM, J.T. Shyman jshy...@columnit.com wrote: ** I've got a question about Incident Owner assignment in ITSM 7.0.3. I've done some testing and read through the documentation and postings about this on ARSList but I have reached two conclusions that I wanted to get some feedback on from the list membership. First, the Incident Owner assignment does work exactly as stated on pages 125-126 of the Incident Management 7.0 User Guide but only if there isn't a Incident Owner entry for the company in the CFG:Assignment form. This tells me that CFG:Assignment overrides the OTB Incident Management Incident Owner assignment. Has anyone else found this to be true or disagree with this? Second, if there are multiple Incident Owner entries for a given company in CFG:Assignment they are *not* selected by the most specific rule but rather by a long order by statement that looks like this: *ORDER BY *2 DESC,3 ASC,4 DESC,5 ASC,6 ASC,7 DESC,8 ASC,9 ASC,10 ASC,11ASC, 12 ASC,13 ASC,14 ASC,15 ASC,16 ASC,17 ASC, 1 ASC Where 2 is Event 3 is Sort Order 4 is Contact Company 5 is Organization 6 is Department 7 is Location Company 8 is Region 9 is Site Group 10 is Site+ 11 is Operational Tier 1 12 is Operational Tier 2 13 is Operational Tier 3 14 is Product Tier 1 15 is Product Tier 2 16 is Product Tier 3 17 is Product Name 1 is Request ID (Record Number) This, plus the fact that the filter matches most of these fields to a value *or* to NULL leads the to the net effect that the record with the lowest sort order will always be chosen regardless of the fields other than Contact Company and Location Company. Has anyone else found this to be true or disagree with this? If I wanted to set up a set of Incident Owner assignments that would fire on different product and operational categorizations, what would be the best way to do it? --- J.T. Shyman __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?
The OOB workflow first checks to see if an assignment rule is in the CFG:Assignment form (Event=Incident Owner). If not, then it chooses a default based on the submitter/assigned group rules. Regards, Chuck Baldi On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi, In ITSM 7, I can set autoassignment rules for Assignee group or Owner group of Incidents. (on CFG:Assignment form) However, for Owner Group, there is also a detailed statement in the User Guide about how the Owner Group is picked by the system based on what kind of group is submitting the Incident (with or without HelpDesk role) and what kind of group it is assigned to. ( See Incident 7.0 User Guide, Page 125 ) This statement in User Guide completely ignores the usual auto-assignment logic, and is in fact in direct conflict with it. So which logic is really used by ITMS 7 to pick an Owner Group on an Incident? In my system I see that the auto-assignment rule on CFG:Assignment form is used in almost all of the Incidents. A very few seem to have Owner Group set differently. In these, I am not sure if the statement above was applied or the user manually set the Owner Group. What the @#!$ fruit? Which logic is in effect? ___ 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: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?
Rabi, The ITSM 7.x Configuration Guide focuses on the support group assignment, so not much help until you notice the Assignment Events table where it explains the Incident Owner event. Then it is trial and error but not to bad. Regards, Chuck Baldi On Thu, Jan 22, 2009 at 1:21 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Charles, A review of Incidents on my system supports your statement. Did I miss this statement anywhere in the manuals, or do you know this from experience/code review? Anyway, thank you. --- Charles Baldi charles.ba...@gmail.com wrote: The OOB workflow first checks to see if an assignment rule is in the CFG:Assignment form (Event=Incident Owner). If not, then it chooses a default based on the submitter/assigned group rules. Regards, Chuck Baldi On Thu, Jan 22, 2009 at 12:11 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi, In ITSM 7, I can set autoassignment rules for Assignee group or Owner group of Incidents. (on CFG:Assignment form) However, for Owner Group, there is also a detailed statement in the User Guide about how the Owner Group is picked by the system based on what kind of group is submitting the Incident (with or without HelpDesk role) and what kind of group it is assigned to. ( See Incident 7.0 User Guide, Page 125 ) This statement in User Guide completely ignores the usual auto-assignment logic, and is in fact in direct conflict with it. So which logic is really used by ITMS 7 to pick an Owner Group on an Incident? In my system I see that the auto-assignment rule on CFG:Assignment form is used in almost all of the Incidents. A very few seem to have Owner Group set differently. In these, I am not sure if the statement above was applied or the user manually set the Owner Group. What the @#!$ fruit? Which logic is in effect? ___ 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 ___ 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: Any one use 'Configure Service Target Data Source' for SLA's Helpdesk
Sorry for the silly question, but did you rebuild your Data Source after you added the field to HPD:Help Desk? Chuck On Thu, Jan 22, 2009 at 1:51 PM, Timothy Rondeau timothy.rond...@phaseforward.com wrote: Hi All, More sla questions. So I basically went through the docs again and found that on the 'Configure Service Target Data Source' for Helpdesk, under the MSP/Business Time tab you can put in a Field Containing Entity. I basically created a field and I add the Entity on the Incident. Now I want to pull it in. Because if the group that is assigned the Incident I want the SLA's to follow there time zone. This does not seem to work. I am wondering if anyone has used this setting and how they got this to work? My service target business entity is blank as per doc, this should then use the field from the Configure Service Target Data Source. We are running SLM 7.0.2 patch 4 on ARS 7.0.1 patch 2. Thanks Tim ___ 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: Accounting for Virtual Servers in the CMDB
If you install the help files for CMDB, they include detailed information on the data model, including the purpose of each class and attribute. This is very helpful when trying to map CI types to existing classes. Regards, Chuck Baldi On Fri, Jan 16, 2009 at 11:02 AM, SCOTT PHILBEN sphil...@mac.com wrote: Is anyone using the CMDB (2.1 patch 004) and Asset application (7.0.3 patch 008) to account for virtual servers? Does anyone have a white paper with some best practices that I could steal? There seems to be classes that are related to Virtual servers (System--Virtual System for example) but how are they best used? Standalone? Related to a Computer System? If anyone is doing it or has information, please pass it along. Thanks. Scott Philben CSC Remedy Developer ___ 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: Admin Tool Sync Search Database
Joe, BMC provided an updated DLL for the Admin tool that fixed the timouts trying to do Sync Search Database with 7.1.0 p 3/4. They said it was in the patch 4 of the admin tool but it was not there. We had to replace the DLL to fix the problem. I can dig it up and email it to you if you can't get it from them. Regards, Chuck Baldi On Wed, Dec 17, 2008 at 1:10 AM, Joe DeSouza joe_rem...@yahoo.com wrote: ** I have long given up on that functionality especially with the new ITSM database and its ginormous structure causing the functionality to fail, that I now prefer writing simple SQL's to query for most related objects which works for me.. Sometimes I feel like documenting every SQL that I use for different things and then integrating them all into an application that would generate such information for me.. Joe -- *From:* Frank Caruso caruso.fr...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Tuesday, December 16, 2008 11:20:02 AM *Subject:* Re: Admin Tool Sync Search Database ** Solaris 9 - Sybase 15 I am seeing the same issue on 7.1.0 p3 On Tue, Dec 16, 2008 at 11:00 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: Has anyone noticed that with the 7.1.0 (Patch 004) Admin tool the Sync Search Database is no longer marked as running when you start it? I just had the issue where to different developers were trying to run it at the same time. Fred __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: CMDB 2.1 help needed - Changing the class for a CI from BMC_MONITOR to BMC_COMPUTERSYSTEM
As far as I know, you will need to re-import (or re-create) the monitor CI as the appropriate class and delete the one mistakenly created as a ComputerSystem. You should also investigate how the Monitor got created as a ComputerSystem in the first place. Regards, Chuck Baldi On Wed, Dec 10, 2008 at 8:53 AM, Lammey, Peter A. [EMAIL PROTECTED]wrote: ** I received a call from one of our Asset users that noted there was a CI in the Remedy Asset database that was listed as a Monitor when it should have been in the Computer System class. Does anyone know what steps I need to follow to change a CI's class relationship from Monitor to Computer System? ARS 7.01 patch 5 Asset Management 7.02 Patch 005 CMDB 2.0.1 patch 003 Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 __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: Error creating Incidents from Requester Console
What patch level are you on for ITSM? This was a bug (I think in 7.0.3) that was fixed in one of the patches. Regards, Chuck Baldi On Wed, Dec 10, 2008 at 11:42 AM, Edward Womack [EMAIL PROTECTED] wrote: ** Hello Listers I am working in a Microsoft 2003, SQL 2005, ARS 7.1, ITSM 7.03 environment Has anyone encountered the below problem when attempting to create an incident from the ITSM 7.03 Requester Console? PROBLEM: I can create and have Change Requests with no problem. However when trying to create an incident the Reqeust ID field remains in process and a reqeust ID is never created. When I check the view error entry the below message is presented. ARCreateEntry - Required field cannot be reset to a NULL valueHPD:Help Desk : Product Categorization Tier 1, but the value is clearly present in the record. Any suggestions you can provide to resolve/troubleshoot this issue would be greatly appreciated. Ed Womack __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: Company wants to use VMWare and SQL 2005 for Remedy 6.3
And don't try to use it in production. Still significant performance impacts. We have QA and production environments that are identical except that QA is all VMs and Prod is native OS. Prod performance screams while QA is unacceptably sluggish (if it wer a production system). Regards, Chuck Baldi On Fri, Nov 21, 2008 at 4:06 PM, Roger Justice [EMAIL PROTECTED] wrote: ** ARS 7 is the first release that is supported on VM Ware. Previous releases will not be provided support if issues occure. -Original Message- From: Mac Rhoades [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Fri, 21 Nov 2008 3:55 pm Subject: Company wants to use VMWare and SQL 2005 for Remedy 6.3 ** First, my environment: ARS 6.3 ITSM 6.0 (HelpDesk, Asset Management, Change Management) Some Custom Apps SQL Server 2000 IIS I have seen these items may be possible from various previous list emails but wanted to get some current information and advice. 1. My company would like to use more VMWare servers. I have seen that ARS is supported on VMWare but most comments have been that it should not be used in a Production environment, only in a development or test environment. Is that still the recommendation or are there some out there who are using VMWare servers for Remedy production? We currently have a little of 40,000 tickets in the HelpDesk app since February, 2006 and have around 600 customers in the People form. (This info may be useless, but wanted to add it anyway.) 2. We currently have SQL Server 2000 and I have read that some of you may be running ARS 6.3 on SQL Server 2005. Is that the case and if so, are there any issues or gotcha's to watch out for. I am not sure when we will go to 7.x so I have to make these changes if possible with the existing environment. Thanks for your help in this and thanks for existence of this list. *Mac Rhoades* Sr. Remedy Developer IT Application Development DataPath, Inc. Disclaimer for DataPath This electronic message, together with any attachments, is intended exclusively for the individual or entity to which it is addressed. This communication may contain information that is privileged or confidential and is the intellectual property of the sender. If you are not the named addressee, you are expressly prohibited from reading, printing, retaining, copying, distributing or disseminating this message or any part of it or any attachments or any information contained therein. Doing so may be actionable under state or federal laws. If you have received this message in error, please notify the sender immediately either by phone (866-855-3800) or reply to this e-mail and immediately delete all copies of this message and any attachments. All electronic messages and attachments sent and received are subject to monitoring, reading and archival by DataPath. The recipient of this electronic message is responsible for ensuring that it and any attachments are free from viruses or other software or defects that may affect any computer system into which it is received or opened. DataPath accepts no responsibility for any damage that may arise from the receipt or use of this electronic message or any attachments. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Traveling over the river or through the woods this holiday season? Get the MapQuest Toolbarhttp://pr.atwola.com/promoclk/10075x1212816426x1200798402/aol?redir=http://www.mapquest.com/toolbar?ncid=emlwemqmq0001. Directions, Traffic, Gas Prices More! __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: Problem with Incidnet Report -- ITSM V7
If you are referring to the Print button report then I have recently encountered this. This report (Help Desk (English) for an Incident) does not run directly against HPD:Help Desk but instead runs against HPD:HelpDeskPeopleReportJoin which joins help desk and CTM:People. The join criteria is the Person ID of the Incident contact. So, if the contact Person ID is no longer in the database (because you deleted them) then the report will show all blank fields because the join will fail. We noticed this because we have deleted and reloaded our users a few times in our development environment. You can probably fix this by pointing the report directly at HPD:Help Desk to avoid the join. Regards, Chuck Baldi On Fri, Nov 14, 2008 at 5:22 PM, SPrasad [EMAIL PROTECTED] wrote: Hi All, Trying to print an Incident Report from Incident Management Console. And some reports are working fine and in some reports all of the fields are blank. I have checked the report Help Desk in the Report form. I am having the same problem when I try to print an Incident Report from Incident Management form. Any idea why this is happenning? Execept this report all reports are working fine. I have checked Active Link log files and I didn't see any difference betwen two log files. Any help is really appreciated. Thanks. Thanks SPrasad -- View this message in context: http://www.nabble.com/Problem-with-Incidnet-ReportITSM-V7-tp20509356p20509356.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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Reporting and dynamic group fields
Hello listers, I have modified several fields on HPD:Help Desk to have only permissions of a dynamic group that I have added to the form. This is to restrict access to these fields based on operational category values, or give Public access otherwise. This works fine--so far so good. However, when the user clicks the PRINT button (which runs a crystal report via an AL), the contents of these fields do not appear in the resulting report. Has anyone seen this before, or had trouble getting fields with dynamic group permissions to appear in reports? We have ARS 7.1.0 patch003 ITSM 7.0.3 patch008 CMDB 2.1.0 patch003 SLM 7.1.00 patch001, 9004v3 Oracle 10g R2 Red Hat Linux 4 Nahant 5 (32-bit) Thanks, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Support site down?
Hello listers, Is anyone else having trouble getting to BMC Support website? I was getting long delays and javascript errors, and now I'm getting 500 errors. I'm just wondering if it is the access from my customer site or if it is on BMC's side. Regards, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Server Groups - is load balancer required?
Thanks Carey. BMC finally responded to my query and they confirmed that a load balancer is *not* required in order to set up a Server Group. However, they did explain that without the load balancer the clients would have to connect to the individual server names rather than the group name (what I expected). Now we need to figure out why we are getting plugin server timeout errors. Regards, Chuck On Thu, Sep 11, 2008 at 7:47 AM, Carey Matthew Black [EMAIL PROTECTED]wrote: Chuck, My understanding is that it is not required. Ref: 2007.09.13.WhitePaper-HardwareLoadBalancer-With-v7.1.00.84092.pdf AR System includes the capability for automatic fail-over of special operations and the sharing of floating licenses among the servers. Server groups are independent of load balancing, but the concepts are complementary. Try quoting that BMC whitepaper back to tech Support and see how fast they change their minds about what is required and what is not. Plugin servers not starting could be due to one missing shared lib/dll, or an incorrect order of loading the plugins, or any number of other things. (And it likely has nothing to do with the Server Group functionality.) You might also want to read through Configuring-710.pdf section Running servers as part of a group (pages 155-168). There are details in there about plugin server config that may apply to your case. (Specifically Specifying plug-in server aliases (Step 4e)) Good luck. -- 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 Wed, Sep 10, 2008 at 1:58 PM, Charles Baldi [EMAIL PROTECTED] wrote: ** Hello listers, We have installed ARS 7.1 with ITSM 7.0.3. We are building the QA and Prod environments with multiple ARServers and multiple Mid-Tiers. We currently have a load balancer in front of the Mid Tier servers but do not have one between the Mid Tier and ARServers. We have been having trouble configuring the ARServers into a server group (plugin server not starting). The specific question is: is a load balancer required in front of the ARServers in order to configure them into a server group? The BMC docs assume you have one but do not state that you *must* have one. BMC has not been very helpful with this so far. When posed with that direct question, they simply refer to the configuration doc rather than answering the question. Thanks for any help. Regards, Chuck Baldi ___ 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
Server Groups - is load balancer required?
Hello listers, We have installed ARS 7.1 with ITSM 7.0.3. We are building the QA and Prod environments with multiple ARServers and multiple Mid-Tiers. We currently have a load balancer in front of the Mid Tier servers but do not have one between the Mid Tier and ARServers. We have been having trouble configuring the ARServers into a server group (plugin server not starting). The specific question is: is a load balancer required in front of the ARServers in order to configure them into a server group? The BMC docs assume you have one but do not state that you *must* have one. BMC has not been very helpful with this so far. When posed with that direct question, they simply refer to the configuration doc rather than answering the question. Thanks for any help. Regards, Chuck Baldi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
