Re: [EXTERNAL] Re: Announcements: Doug Mueller has left BMC, ARSlist will be shutting down on US Thanksgiving, Nov. 28th
I want to add my well wishes to Doug on his retirement! I remember a brief encounter with him on a technical question - maybe a newbie one - during something like an "Evening with Engineering" at an Orlando RUG (2001?). He & the other staff were helpful, friendly, and of course, knowledgable. That experience, plus the posts I've seen from him over the years with his enthusiasm for helping people solve problems & for explaining how things worked, have always given me a good impression of him and the people around him. I'm also sad to see this list go. Though my university left the ARSystem platform a while back, the arslist was an important resource for me. Thanks to all of you who have contributed to this list over the years, from running it to those who gave thoughtful answers, sometimes very detailed. It was a pleasure to be a part of this list! May God bless you all! David Durling On Wed, Nov 27, 2019 at 12:42 PM Sanford, Claire < claire.sanf...@memorialhermann.org> wrote: > Aww Bye Old Family! I’m living in SnowVille these days but still > check in and read what little has been happening. > > > > My favorite Doug moment was when he called me personally at what was > 5:30am his time to help me with a problem that I had been trying to fix all > night. 5 minutes on the phone and all was well. I miss that kind of small > town family feel! > > > > Take Care, Y’all! > > > > *From:* ARSList *On Behalf Of *Matt > Laurenceau > *Sent:* Monday, November 25, 2019 3:30 AM > *To:* ARSList > *Subject:* [EXTERNAL] Re: Announcements: Doug Mueller has left BMC, > ARSlist will be shutting down on US Thanksgiving, Nov. 28th > > > > Engaging before Thanksgiving happens. > > -- snip -- > > On 03/10/2019 11:19, Misi Mladoniczky wrote: > > > > Let us help BMC understand what a great rapid development platform it is. > Let us help them understand that the Innovation Suite and the Action > Request System should be merged into a single platform again. > > The ARSlist has has been a very important place for me, making it possible > to connected with all of you, our extended family of Remedy professionals. > I am sure we will be able to stay connected in the future where we continue > to help and collaborate with each other. > > > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > <https://urldefense.proofpoint.com/v2/url?u=https-3A__mailman.rrr.se_cgi_listinfo_arslist=DwMFaQ=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo=QTkT8Xx_SAEaBjBfMXp26UgY4RnG0jLPbyJCXTEiyTY=OREPq1s9XJx62Hg9o5htQq4Q0GuAZE6VxwMLVeLnTto=> > > > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > <https://urldefense.proofpoint.com/v2/url?u=https-3A__mailman.rrr.se_cgi_listinfo_arslist=DwMFaQ=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo=QTkT8Xx_SAEaBjBfMXp26UgY4RnG0jLPbyJCXTEiyTY=OREPq1s9XJx62Hg9o5htQq4Q0GuAZE6VxwMLVeLnTto=> > > > > -- > > = > Dariusz Kuzara > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > <https://urldefense.proofpoint.com/v2/url?u=https-3A__mailman.rrr.se_cgi_listinfo_arslist=DwMFaQ=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo=QTkT8Xx_SAEaBjBfMXp26UgY4RnG0jLPbyJCXTEiyTY=OREPq1s9XJx62Hg9o5htQq4Q0GuAZE6VxwMLVeLnTto=> > > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > -- D. Durling ddurli...@gmail.com -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: Multiple incoming email boxes
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Re: Multiple incoming email boxes
--_000_140326781578827255ugaedu_ Content-Type: text/plain; charset=Windows-1252 Content-Transfer-Encoding: quoted-printable (Sorry - look like outlook issue struck me too.) Tauf, I also wonder if you separate the requests bulk mail into 2 mailboxes, if= you can control the order of which is polled first so that on each polling= interval the request box would be polled first. Don=92t know what contro= ls polling order =96 name, create date of mailbox configuration record, or = what. But maybe that would save you maintaining more than 1 email engine. David David Durling University of Georgia David Durling706-542-0223 Enterprise IT Servicesdurl...@uga.edumailto:durl...@uga.edu University of Georgia From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG = on behalf of Tauf Chowdhury taufc...@gmail.com Sent: Thursday, June 19, 2014 9:40 PM To: arslist@ARSLIST.ORG Subject: Re: Multiple incoming email boxes ** Thanks Randeep! Lots of good info here. I'll check it out and report back. Sent from my iPhone On Jun 19, 2014, at 9:28 PM, Randeep Atwal ratwals...@gmail.commailto:rat= wals...@gmail.com wrote: ** Hi Tauf, I had faced a similar problem in the past. Upwards of 30 mailboxes across = different departments. We did have just one email engine configured for al= l of them, but ran into large latency since it would go through them all se= rially, meaning that mailboxes with 1 or 2 unread messages could take a rea= lly long time to arrive since the email engine goes through each one serial= ly, and there would be some high volume 'bulk' type email boxes; pretty muc= h what you are describing. Here are a bunch of performance tips to speed up email processing in genera= l. This may help significantly with your issue. https://communities.bmc.com/docs/DOC-18514 However, if it is still not good enough for your customers, and you want to= get the best possible throughput, (i.e. process in parallel) yes you can i= nstall multiple email engines on a single server in seperate directories or= install multiple on a seperate server or even a set of servers. You want = to determine how to dothis based on available memory and cpu for each serve= r, but in your case with just two incoming email inboxes, two email engine = instances on the same machine should be fine. I would avoid putting email = engine as a service in a server group if you do this, and also recommend ke= eping email startup seperate from arsystem startup. After installing, and before starting it, you need to edit the emaildaemon.= properties for each instance to tell it which mailboxes it is responsible f= or. I think the installer will ask you for your target arserver name durin= g install, but the emaildaemon.properties also holds this information. com.remedy.arsys.emaildaemon.Mailboxes=3D If you run multiple email engines for a single server, this setting specifies which mailboxes this email engine should process. The value should contain comma-separated mailbox names. If the value is empty, the email engine processes all of the mailboxes configured for the server. If the value is not empty, the email engine processes the specified mailboxes only. HTH Thanks Randeep On Thu, Jun 19, 2014 at 7:34 PM, Grooms, Frederick W frederick.w.grooms@xo= .commailto:frederick.w.gro...@xo.com wrote: Just use the one Email Engine and put multiple mailboxes in the Email Confi= guration form. On Startup the engine reads the configuration and sets up t= he necessary threads. I don't think there is a way for an Email Engine to specify which mailboxes= it will process (You can specify which servers, but I don't think you can = go any deeper than that so it is an all-mailboxes on the server or none). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIS= T.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, June 19, 2014 6:11 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Multiple incoming email boxes Right, but my question is more on the how to set it up on the server itself= or if I should use multiple servers each with it's own instance of the ema= il engine. That's where I'm fuzzy and the documentation isn't there either. Sent from my iPhone -Original Message- On Jun 19, 2014, at 6:18 PM, Grooms, Frederick W wrote: If you set up separate inbound mailboxes, each mailbox should have its ow= n threads Fred Original message From: Action Request System discussion list(ARSList) [mailto:arslist@ARSL= IST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, June 19, 2014 4:53 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Multiple incoming email boxes ** Thanks Shawn. Let me elaborate further on the issue. Right now, there's a single email address. This email is receiving both u= ser requests
Re: John Atherly passed away
I didn't know John personally, but am sorry to hear such news about one of our community. It is sobering, and I'll pray for his family. Thanks for letting us know. David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brukeste G Sent: Monday, June 02, 2014 11:20 AM To: arslist@ARSLIST.ORG Subject: John Atherly passed away arslist@ARSLIST.ORG Content-Transfer-Encoding: quoted-printable Mime-Version: 1.0 (1.0) To the community. Please say some good thoughts for john Atherly. He died th= is weekend in a boating accident.=20 Sent from my iPhone= ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Deleted user accounts continue to show up in logs
They were removed from the user form (we don’t use a people form). I thought about auto-refresh, but it seemed unlikely on all these accounts I found cache files with their login info. So looks like a manual cleanup of cache folders is in order. Thanks, David D. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Monday, May 05, 2014 8:18 PM To: arslist@ARSLIST.ORG Subject: Re: Deleted user accounts continue to show up in logs ** did you delete them from the people form... the User form. Are their PC's still running? on the network... LOL... and they have refresh running... Hilarious... On Mon, May 5, 2014 at 9:18 AM, David Durling durl...@uga.edumailto:durl...@uga.edu wrote: ** We have “LOGIN FAILED” attempts logged for user accounts that have been long deleted from our ARS 7.5 server. In some cases, the accounts have been removed for over a year. Over that time the midtier would have been restarted flushed multiple times, so it would seem that should get rid of anything in cache unless there’s some bug. As a matter of fact, a flush or restart of midtier is exactly when I see them appear in the logs. I’ve checked for some of the accounts to make sure the Searches Preference, User Central File, and User Preference entries for them were removed. Anyone have an idea what might be going on? David David Durling Enterprise IT Services University of Georgia _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _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: Self-Terminating/disabling Escalation
The “Run Now” escalation option is also there in the 7.5 Dev Studio (at least in patch 007). David D. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng Sent: Tuesday, May 06, 2014 7:21 AM To: arslist@ARSLIST.ORG Subject: Re: Self-Terminating/disabling Escalation ** This option was added to 7.6.04 Developer Studio. Using 7.6.04 Develper Studio against 7.5 or lower server version will also enable this option. -- J 2014-05-02 20:03 GMT+02:00 Rick Westbrock rwestbr...@24hourfit.commailto:rwestbr...@24hourfit.com: ** I think that was in place as of version 7.6.04 since I remember right-clicking to run an escalation last year (but maybe my memory is faulty, I don’t have a 7.6.04 system to reference now). -Rick _ Rick Westbrock Remedy Administrator | IT Department 24 Hour Fitness USA, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Friday, May 02, 2014 9:18 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Self-Terminating/disabling Escalation ** Doug, I hate to contradict you, but, if you right click on any escalation, the bottom option is 'Run Now'so, at least in the 8.1 version of the Dev Studio, there is a GUI option that enables this. On Thu, May 1, 2014 at 1:22 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** OK, good news and bad news…… The best way to do this is to create an escalation that is disabled. Then, tell it to run one time. Well, that seems to be perfect and just what you asked for. So, how do you do this??? Well, that is the bad news. While we do have the exact functionality, we have not made it easy for you to get to. You can create an escalation and it can be disabled. NO problem there. Now, there is way using an API call to say to run ANY escalation (enabled or disabled) ONE TIME RIGHT NOW. So, this is good news. The bad news is that we have not exposed a way to call that API call from Dev Studio. This means you have to call it from an API program or use the driver sample program we ship to cause it to run. Using driver, you can create a small script that performs the login, runs the escalation, and terminates and pass the escalation name in as a parameter. Then, you could just run that script directly (or through workflow) to perform the operation. A good enhancement request is to have the ability to say to run now for an escalation exposed through dev studio. Other than this feature, you have to enable it so that it triggers and runs and then disable it so that it does not run again. There is no other way to manage this. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge Sent: Thursday, May 01, 2014 10:18 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Self-Terminating/disabling Escalation ** Hi Sapna, The bad news is that there is no workflow action that will accomplish this for you. You could potentially try to use a SQL update (in a Direct SQL action) to directly update the Remedy data dictionary, which would look something like this: UPDATE escalation SET enable = 0 WHERE name = 'The Escalation Name' But I'd recommend against this for two reasons. First, any running AR servers would not notice the change until they reload their data dictionary caches. Second, doing this *might* cause the escalation to become invalid in that it would no longer match the checksum (in the safeGuard column of the escalation table). I haven't checked this and don't know offhand if the enable is part of that checksum. The only way I can think of would be to write a small API program that performs the action. This would immediately affect the AR server on which it's run, but it would not propagate to any other servers until they reload their caches (I don't know much about server groups...would other servers in the group notice such changes and automatically reload?). I hope this helps. -charlie On Wed, Apr 30, 2014 at 12:06 PM, Sapna Motwani sapana.motw...@gmail.commailto:sapana.motw...@gmail.com wrote: Hello Experts, Please suggest is it possible to define a self-terminating escalation. I need to run an escalation just once, and then it should disable itself. I want to know is it possible to define an escalation which triggers some workflow to mark the calling parent escalation as disable. Any help would be highly appreciated. Regards, Sapna ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org 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
Re: Deleted user accounts continue to show up in logs - Resolved
We're on Solaris, thanks. After looking at viewStats.dat like Thad suggested I found KB entries like KA401084 on how to manually delete midtier tomcat directories. Looks like that's what I need to do. Thanks, all! David D. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, May 06, 2014 10:31 AM To: arslist@ARSLIST.ORG Subject: Re: Deleted user accounts continue to show up in logs What OS is your Mid-Tier on? In the startup script/batch of our Tomcat we have added a couple of lines to delete the cache before Tomcat starts up (in Linux it is the startup.sh in the tomcat/bin directory). We added (We are on Linux so the examples are for that OS) rm -rf $CATALINA_HOME/work/Catalina/localhost/* /dev/null 2/dev/null rm -rf $CATALINA_HOME/webapps/arsys/cache/* /dev/null 2/dev/null rm -rf $CATALINA_HOME/webapps/arsys/attstore/* /dev/null 2/dev/null (In the startup script it is also a good time to archive any existing log files if you don't have them set to automatically roll over) # System Log backup mkdir $CATALINA_HOME/logs/bak /dev/null 2/dev/null mv -f $CATALINA_HOME/logs/*.log $CATALINA_HOME/logs/bak /dev/null 2/dev/null mv -f $CATALINA_HOME/logs/catalina.out $CATALINA_HOME/logs/bak /dev/null 2/dev/null # App log backup mkdir $CATALINA_HOME/webapps/arsys/logs/bak /dev/null 2/dev/null mv -f $CATALINA_HOME/webapps/arsys/logs/*.log $CATALINA_HOME/webapps/arsys/logs/bak /dev/null 2/dev/null Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, May 05, 2014 8:18 AM To: arslist@ARSLIST.ORG Subject: Deleted user accounts continue to show up in logs ** We have LOGIN FAILED attempts logged for user accounts that have been long deleted from our ARS 7.5 server. In some cases, the accounts have been removed for over a year. Over that time the midtier would have been restarted flushed multiple times, so it would seem that should get rid of anything in cache unless there's some bug. As a matter of fact, a flush or restart of midtier is exactly when I see them appear in the logs. I've checked for some of the accounts to make sure the Searches Preference, User Central File, and User Preference entries for them were removed. Anyone have an idea what might be going on? David David Durling Enterprise IT Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Deleted user accounts continue to show up in logs
Thanks Axton, That led me to look in the cache directory at *.index and *.data files, where I did find one of the account names in a .data file. But I didn’t see some of the other “problem” deleted accounts in that file, so that file may not be the basic source. David D. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Monday, May 05, 2014 10:03 PM To: arslist@ARSLIST.ORG Subject: Re: Deleted user accounts continue to show up in logs ** It could be a cache building operation. I think with newer versions of the midtier it records user/form access and builds the cache based on past activity. There are a series of files (I think *.index) that store this usage information. On Mon, May 5, 2014 at 8:18 AM, David Durling durl...@uga.edumailto:durl...@uga.edu wrote: ** We have “LOGIN FAILED” attempts logged for user accounts that have been long deleted from our ARS 7.5 server. In some cases, the accounts have been removed for over a year. Over that time the midtier would have been restarted flushed multiple times, so it would seem that should get rid of anything in cache unless there’s some bug. As a matter of fact, a flush or restart of midtier is exactly when I see them appear in the logs. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Deleted user accounts continue to show up in logs
We have LOGIN FAILED attempts logged for user accounts that have been long deleted from our ARS 7.5 server. In some cases, the accounts have been removed for over a year. Over that time the midtier would have been restarted flushed multiple times, so it would seem that should get rid of anything in cache unless there's some bug. As a matter of fact, a flush or restart of midtier is exactly when I see them appear in the logs. I've checked for some of the accounts to make sure the Searches Preference, User Central File, and User Preference entries for them were removed. Anyone have an idea what might be going on? David David Durling Enterprise IT Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy, OpenSSL, and the Heartbleed bug
Doug, The rewording on http://www.bmc.com/support/support-news/openssl_CVE-2014-0160.html?a= looks good from my perspective, thanks for having it done! As for the Flash email message, it's always possible that I accidentally deleted it - so don't waste too much time chasing that on my account... though since I was on the lookout for just such a message, I tend to think I never got it. Thanks for your responsiveness! David D. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Tuesday, April 22, 2014 5:23 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy, OpenSSL, and the Heartbleed bug ** David, Thank you for the note. I have forwarded comments to the folks that own the page that AR System was not explicitly called out. They used the product name BMC Remedy ITSM Suite to cover all things Remedy. I have suggested they change it to something like BMC Remedy AR System and ITSM Suite or to add a new set of entries that explicitly state just AR System. Since the ITSM Suite is fundamentally dependent on the AR System. The fact that the ITSM Suite is not affected by the bug means that the AR System is not affected because ITSM could not be unaffected if the technology it was built on (AR System) wasn't also unaffected. So, your environment is clear of the issue. I cannot promise that there will be a change to wording of the messages, but I have forwarded your concerns about the product name. NOTE: As I was still typing in this response, I got a note back from the person coordinating the response that if a change of wording helps, he is more than willing to get that done. At this point, the proposal is to change to say BMC Remedy AR System and ITSM Suite. This way there is not a need to list every app and every component of everything separately, but to still emphasize that the AR System is included in the list as not being affected by the issue. Only versions of the product under current support are listed in this table. The bug was introduced into OpenSSL in 2012. So, nothing that shipped prior to 2012 can be affected by the bug - and all things pre 7.6.04 were shipped prior to 2012. As for the Flash, an initial flash message was sent out the day of the report of the issue and BMC simply sent a note including every product that used OpenSSL as a potential. I posted that the Remedy line was clear to this list within a day or so of that message and then the forma note of this product and others from BMC came out a couple of days following that. I see the one posted was dated April 15. I am not sure why the solutions were listed as unknown at that time as we had the answer on April 9 that the Remedy line (all pieces) are not affected. It may have just been all the information filtering back and caution was in the unknown until we have all definitive information otherwise camp. I am not sure who gets the Flash notices or how registered - but will try and see why you did not get something since you believe you are signed up to receive them. Thank you for the comments and hopefully, we can clean up some of the aspects you found confusing quickly and consider these topics in future communications. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, April 21, 2014 6:37 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy, OpenSSL, and the Heartbleed bug ** Doug, First, on my part I appreciate your initial note about the status of the Remedy line. However, I was also waiting for an official statement - web page or email - that I could send on to management sort of verify that nothing else had turned up. My confusion was that I couldn't and still can't find AR System or any variant of that on http://www.bmc.com/support/support-news/openssl_CVE-2014-0160.html?a= , so just on Friday I told my management that AR System's status was still undermined per the note on that page saying products not in table 1 or 2 are still under investigation. We're all custom ARS, so I figured ITSM apps didn't apply to us. Am I misreading something on that page? Also, I *could* be mistaken but I'm pretty sure I never received a Flash bulletin like the one Jase initially posted about, though I'm subscribed to all proactive notifications for AR System Server Flashboards. (I'm on 7.5 still, so don't know if that has anything to do with what alerts I receive.) Thanks, David David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy, OpenSSL, and the Heartbleed bug
Doug, First, on my part I appreciate your initial note about the status of the Remedy line. However, I was also waiting for an official statement - web page or email - that I could send on to management sort of verify that nothing else had turned up. My confusion was that I couldn't and still can't find AR System or any variant of that on http://www.bmc.com/support/support-news/openssl_CVE-2014-0160.html?a= , so just on Friday I told my management that AR System's status was still undermined per the note on that page saying products not in table 1 or 2 are still under investigation. We're all custom ARS, so I figured ITSM apps didn't apply to us. Am I misreading something on that page? Also, I *could* be mistaken but I'm pretty sure I never received a Flash bulletin like the one Jase initially posted about, though I'm subscribed to all proactive notifications for AR System Server Flashboards. (I'm on 7.5 still, so don't know if that has anything to do with what alerts I receive.) Thanks, David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Sunday, April 20, 2014 7:20 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy, OpenSSL, and the Heartbleed bug ** Andrew, On this topic, I want to understand your statement Why is it that literally every single communication with BMC is shrouded by a cloud of confusion or outright misdirection lately? I posted an initial note to the ARSlist and BMC Communities with information about the REMEDY product line. This note summarized the use of OpenSSL and whether aspects of the Remedy line were affected and confirmed that nothing in the Remedy line (including CMDB) was affected. The note further stated that formal communication about the Remedy product and about all other BMC products and whether they were affected was forthcoming from BMC. We just wanted to get information to this large community as quickly as possible. Then, when further evaluation of all products that BMC ships was completed, postings were made to the web site and sent via email that detailed every product and included whether the product was affected or not affected by the issue. The products were clearly placed in one or the other category. This way, there is no question about well my product is not listed so does it or does it not have an issue? The products are on the NOT affected or on the Affected list. There may be a couple that are still under evaluation not on either list and that is because there is not an answer yet. In order for me to share with the BMC team what exactly you found confusing or misdirecting about the communication or any aspect of it, could you please detail what issues you had with communication. You can either post to the list or send me email directly. Then, we can make sure that we work on issues you had so that things can be more clear in the future. If getting some early information about the Remedy line was confusing, we can hold off any information until all information is available (and that would have ment several days delay in getting the information about the Remedy product to our customers). If something about the format or wording or other about the message is the problem, identifying that issue would help the team be more clear in the future. Thank you for any assistance you can offer to clarify your comments about confusion and misdirection on this particular issue. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox Sent: Thursday, April 17, 2014 6:03 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy, OpenSSL, and the Heartbleed bug ** Yeah but ADDM is, and you've gotta actually click through to the web page or PDF to find that out (and to find out that nearly everything else on the ZOMG THESE THINGS ARE AFFECTED BY TEH HEARTBLEEEDZ!!! email actually are NOT affected.) Why is it that literally every single communication with BMC is shrouded by a cloud of confusion or outright misdirection lately? I can't imagine the epic fiasco it must be when support orders out for pizza LOL. On Wednesday, April 16, 2014, Jase Brandon jasebran...@gmail.commailto:jasebran...@gmail.com wrote: ** Hello All, Please disregard my last post. I answered my own question after re-reading the BMC Flash. Per Doug's earlier statement, the Remedy product line is not affected :-) Thanks, Jase On Wed, Apr 16, 2014 at 4:15 PM, Jase Brandon jasebran...@gmail.commailto:jasebran...@gmail.com wrote: Hello Doug and All, I just got the below mail from BMC. I thought we were all clear that the heartbleed virus was nothing for us to be concerned about regarding the Remedy product line. Is this still the case or should we now be concerned with heartbleed? I've already communicated to our management after Doug's last mail
Re: Remedy, OpenSSL, and the Heartbleed bug
Typo - it should read I thought AR System's status was still undetermined, not undermined! David D. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, April 21, 2014 9:37 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy, OpenSSL, and the Heartbleed bug ** Doug, First, on my part I appreciate your initial note about the status of the Remedy line. However, I was also waiting for an official statement - web page or email - that I could send on to management sort of verify that nothing else had turned up. My confusion was that I couldn't and still can't find AR System or any variant of that on http://www.bmc.com/support/support-news/openssl_CVE-2014-0160.html?a= , so just on Friday I told my management that AR System's status was still undermined per the note on that page saying products not in table 1 or 2 are still under investigation. We're all custom ARS, so I figured ITSM apps didn't apply to us. Am I misreading something on that page? Also, I *could* be mistaken but I'm pretty sure I never received a Flash bulletin like the one Jase initially posted about, though I'm subscribed to all proactive notifications for AR System Server Flashboards. (I'm on 7.5 still, so don't know if that has anything to do with what alerts I receive.) Thanks, David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug Sent: Sunday, April 20, 2014 7:20 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy, OpenSSL, and the Heartbleed bug ** Andrew, On this topic, I want to understand your statement Why is it that literally every single communication with BMC is shrouded by a cloud of confusion or outright misdirection lately? I posted an initial note to the ARSlist and BMC Communities with information about the REMEDY product line. This note summarized the use of OpenSSL and whether aspects of the Remedy line were affected and confirmed that nothing in the Remedy line (including CMDB) was affected. The note further stated that formal communication about the Remedy product and about all other BMC products and whether they were affected was forthcoming from BMC. We just wanted to get information to this large community as quickly as possible. Then, when further evaluation of all products that BMC ships was completed, postings were made to the web site and sent via email that detailed every product and included whether the product was affected or not affected by the issue. The products were clearly placed in one or the other category. This way, there is no question about well my product is not listed so does it or does it not have an issue? The products are on the NOT affected or on the Affected list. There may be a couple that are still under evaluation not on either list and that is because there is not an answer yet. In order for me to share with the BMC team what exactly you found confusing or misdirecting about the communication or any aspect of it, could you please detail what issues you had with communication. You can either post to the list or send me email directly. Then, we can make sure that we work on issues you had so that things can be more clear in the future. If getting some early information about the Remedy line was confusing, we can hold off any information until all information is available (and that would have ment several days delay in getting the information about the Remedy product to our customers). If something about the format or wording or other about the message is the problem, identifying that issue would help the team be more clear in the future. Thank you for any assistance you can offer to clarify your comments about confusion and misdirection on this particular issue. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox Sent: Thursday, April 17, 2014 6:03 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Remedy, OpenSSL, and the Heartbleed bug ** Yeah but ADDM is, and you've gotta actually click through to the web page or PDF to find that out (and to find out that nearly everything else on the ZOMG THESE THINGS ARE AFFECTED BY TEH HEARTBLEEEDZ!!! email actually are NOT affected.) Why is it that literally every single communication with BMC is shrouded by a cloud of confusion or outright misdirection lately? I can't imagine the epic fiasco it must be when support orders out for pizza LOL. On Wednesday, April 16, 2014, Jase Brandon jasebran...@gmail.commailto:jasebran...@gmail.com wrote: ** Hello All, Please disregard my last post. I answered my own question after re-reading the BMC Flash. Per Doug's earlier statement, the Remedy product line is not affected :-) Thanks, Jase On Wed, Apr 16, 2014 at 4:15 PM, Jase Brandon jasebran
Re: ADM-Timing check
Got it! David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, April 02, 2014 10:16 AM To: arslist@ARSLIST.ORG Subject: ADM-Timing check Just checking ... List seems quiet this morning. Last post I see was April 1, 2014 11:54 AM CDT Fred ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: List Menu Functionality
With the 7.5 WUT I am able to type ahead a few characters on a couple of fields, but maybe it's because they have very large menus (over 15,000 items) so the matching is slow enough to take the extra character input - also, they're set to match anywhere (if that's a factor). Other fields only take the first character. But the same action on the midtier doesn't seem to work the same way - it only matches the first character even on the large menus. (In this case these fields aren't using auto-complete.) David D. David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, March 26, 2014 10:13 AM To: arslist@ARSLIST.ORG Subject: Re: List Menu Functionality Even in the User tool I have always seen the type ahead to only be a single character. I tested on a 7.6.04 SP3 User Tool and (using your example) when I hit the r it jumps to the R data. I think I saw that the 8x was changed to work like you are wanting Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Rohrer Sent: Friday, March 21, 2014 8:39 AM To: arslist@ARSLIST.ORG Subject: List Menu Functionality ** In the WUT if you have an expanded List menu, you can type ahead to get to a specific section of values. As an example: If you type a g, you go to the first value that starts with g. If you type great, you go to the first value that starts with great. In the MT (ver 7.6.04 sp5) on either FF or IE, this only appears to work for a single character. I looked in the MT/WUT differences document but didn't see this mentioned. I searched the KB and communities but not knowing what to call this functionality I didn't get any meaningful results. Has this always been the case in MT? Did the Auto-Complete functionality deprecate this in MT? Or is this a bug? Thanks, Jay ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Entry doesn't exist in Database(302)
And with Assignee Group behavior Joe mentions giving a 302, it can also occur if you currently have access to a record but then update it (reassign it) so you no longer have Assignee Group access. It will seem as if the record just disappears when actually you just lost access to it. David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, March 18, 2014 3:01 AM To: arslist@ARSLIST.ORG Subject: Re: Entry doesn't exist in Database(302) Another possible reason for a 302 besides the record being physically deleted is if you have Assignee Group functionality being used, and the user that tries to access a particular record has no access to that record because of row locking being turned on. I am quite certain you get a 302 when that is the case, as for that user that record is as good as non existent. And I think that is by design as the user has no right to know that record exists. But as others have pointed out, 90% chance is that record is actually deleted before it is accessed by workflow. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Monday, March 17, 2014 4:21 AM To: arslist@ARSLIST.ORG Subject: Re: Entry doesn't exist in Database(302) Hi, Turn on your server logs for API/ESCL/FLTR/SQL and try to find out why you are seeing this. Presumably the record has been removed by an Application-Delete-Entry or Application-Query-Delete-Entry call from an ACTL/FLTR/ESCL between the time the user brings it up on screen in Modify-mode and then hits Save. Search your definitions or logs for the above two delete calls. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Dears, please help as I facing a critical issue when alot of users modify some Tickets and causing to lose data. Thanks __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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
Another Internet Explorer compabitility caught exception question
Really an apache config question, though another solution would be welcome: I've seen the recent threads about caught exception errors. We're on ARS 7.5, so in our case Internet Explorer compatibility mode works, but we want to enforce it for users. In the apache config we tell IE to emulate IE 8 (courtesy old post from Patrick Dill), which works for IE 9 and IE 10 but not 11: IfModule headers_module Header set X-UA-Compatible: IE=EmulateIE8 /IfModule But if we tell IE to emulate IE 10, that works for IE 11 but breaks 9 and 10. Is there a way to put a conditional expression in the config so both could work? We also tried IE=EmulateIE8, EmulateIE10 but that didn't work. Thanks, David David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Target Attack and BMC Software ITSM?
Thanks Michelle, I didn't see it on the support page just now, but in their press release section: http://www.bmc.com/news/press-releases/2014/BMC-Software-Comments-on-Speculation-Concerning-the-Target-Breach.html?c=n David D. David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle Sent: Thursday, January 30, 2014 8:04 PM To: arslist@ARSLIST.ORG Subject: Re: Target Attack and BMC Software ITSM? Hi, Nate: Thank you for pointing that out for everyone. The original Star Tribune article never specifically mentions ITSM. It says, ..an IT management software product. Also, BMC has placed a statement on the home page of the bmc.com/support. I read it, yesterday. It should still be there today. Thank you, Michelle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker Sent: Thursday, January 30, 2014 5:22 PM To: arslist@ARSLIST.ORG Subject: Re: Target Attack and BMC Software ITSM? This article states it was a user from the Performance Assurance suite, not ITSM. http://krebsonsecurity.com/2014/01/new-clues-in-the-target-breach/ Nathan Aker IT Service Management -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Thursday, January 30, 2014 4:47 PM To: arslist@ARSLIST.ORG Subject: Re: Target Attack and BMC Software ITSM? I guess it's good that BMC is private now or else their stock price would have started tanking after this news. Good move, BMC. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff Lockemy Sent: Thursday, January 30, 2014 7:23 AM To: arslist@ARSLIST.ORG Subject: OT: Target Attack and BMC Software ITSM? This news article hit today... http://www.startribune.com/business/242688511.html It says that a default password in a BMC ITSM product may have contributed to the target attack. Jeff Jeff Lockemy Lead Engineer, NAVY 311 Enterprise Service Management PMW-240 ITIL V3 Foundation Certified QMX Support Services Inc. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 -- This message, and any attachments, is for the intended recipient(s) only, may contain information that is privileged, confidential and/or proprietary and subject to important terms and conditions available at http://www.bankofamerica.com/emaildisclaimer. If you are not the intended recipient, please delete this message. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Date question
Ron,
To get records NOT modified in the last 2 weeks, put something like this in
your search:
'Modified Time' ( $TIMESTAMP$ - (60*60*24*14))
Or better, from the current day's date (at midnight):
'Modified Time' ( $DATE$ - (60*60*24*14))
That's sixty (seconds) * sixty (minutes) * 24 (hours) * 14 (days).
David
David Durling
University of Georgia
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Young, Ronald P.
Sent: Thursday, January 30, 2014 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Date question
Sorry about that...I may have confused you...I am looking for records that
have been modified more than 2 weeks ago...not with in the 2 weeks. 1st
sentence was backwards...
Thanks,
Ron Young
Believe you can and you’re halfway there.
~Theodore Roosevelt
-Original Message-
From: Ron Young [mailto:rpyo...@southernco.com]
Sent: Thursday, January 30, 2014 1:56 PM
To: arslist@ARSLIST.ORG
Cc: Young, Ronald P.
Subject: Date question
User 7.6 Dev 8.1
Got a question. How would I ask for a report to spit out records that have
only been modified with in the last 2 weeks.
This is the statement below that I am using and it works but it pulls up all
files
even ones that were say modnified today or yesterday. I only need items
that haven't been updated or modified with in the 2 weeks.
('*Assigned Group' = SIA_Field_MOB OR '*Assigned Group' = SIA_Field
OR '*Assigned Group' = SIA_Field_North OR '*Assigned Group' =
SIA_Field_SEA OR '*Assigned Group' = SIA_Field_SOU OR '*Assigned
Group' = SCADA-Subs OR '*Assigned Group' = SCADA-Lines) AND
('*Status' =Hold OR '*Status'=Assigned)
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Re: How Application-Bus-Time-Add will work in BMC remedy
Sagar, Check out using Business Time functionality in the docs - don't know if this has changed since 5.1, but even newer docs should give you an idea. David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu Sent: Monday, December 16, 2013 4:37 AM To: arslist@ARSLIST.ORG Subject: How Application-Bus-Time-Add will work in BMC remedy Hi All, We are working completely customized BMC remedy application 5.1 version. I have found one filter which is firing on Submit Mode . In that filter setfield action Exact code is below 'Target Date'=$PROCESS$ Application-Bus-Time-Add $TIMESTAMP$ $Target Delivery Lead Time$ 4 $Global Country$ Target Date and Global Country field is present in my form . Could you please explain paramaters of above syntax ,how the Target Date field value will set ? what does mean by 4? This is very urgent please reply ASAP. Thanks Sagar __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Email Notification Issue
Dinesh, If I understand your question: You can just put the name of the group in the notification filter. Remedy will take that send a separate copy of the notice to each member (if there are 50 members, it will make 50 separate emails). If that's a concern, you could alternately use an email distribution list outside of Remedy and have the filter notify that. David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar Sent: Friday, October 25, 2013 11:34 AM To: arslist@ARSLIST.ORG Subject: Email Notification Issue ** Hi All, Can some one help me how i can send email notification to more people(more that 255 char). We are having few support group, in that there are more than 25 members . We are having one workflow that will collect all the support group members email id and put into one field . If i tried to fire the notification using that field, the email is not going to half of the support group members. I tried using push action to email messages form but that also didn't work , it didn't capture all the user email id, It captured half the user email id . Remedy Version : 7.6.04 SP1 Thanks, Dinesh kumar. _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: Email Id validation in remedy
Sagar,
I'm not going to write the exact queries, but I think 'Email Address' LIKE
(% + + %) with a space in the quotes will find any spaces.
There might be better ways to do this, but to meet the 2nd requirement you
could look for something like 'Email Address' LIKE (@%@) AND (NOT('Email
Address' LIKE %;%)) and throw an error. If the field is long enough to
contain more than just 2 addresses, you might have to have multiple active
links/filters - one to check for 3 addresses by looking for three @ signs
missing 2 semicolons, another to check for 4 addresses missing 3 semicolons, so
forth.
David Durling
University of Georgia
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu
Sent: Wednesday, September 11, 2013 2:14 AM
To: arslist@ARSLIST.ORG
Subject: Email Id validation in remedy
**
Hi All,
Could you please guide how to do the below requirements .
Requirment1 : Whenever there is a Space Email Address remedy should not allow
to create or save the form .
This space could be at any place in the email field, could be at the beginning
,middle or end of the email ID.
So ideally this field should not accept a space anywhere in the field.
Requirment2:If there are two or more email ID 's in the email field then those
should be separated by a semicolon (;), so if there is no semicolon (;) between
two email addresses then remedy should not allow to save form It should throw
any error message
Requesting you provide the suggestion on this.
Thanks in advance
Thanks
Sagar
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Re: Email Id validation in remedy
Sorry, correction on 2nd requirement query:
'Email Address' LIKE (%@%@%) AND (NOT('Email Address' LIKE %;%)) and throw
an error
David Durling
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Wednesday, September 11, 2013 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Id validation in remedy
**
Sagar,
I'm not going to write the exact queries, but I think 'Email Address' LIKE
(% + + %) with a space in the quotes will find any spaces.
There might be better ways to do this, but to meet the 2nd requirement you
could look for something like 'Email Address' LIKE (@%@) AND (NOT('Email
Address' LIKE %;%)) and throw an error. If the field is long enough to
contain more than just 2 addresses, you might have to have multiple active
links/filters - one to check for 3 addresses by looking for three @ signs
missing 2 semicolons, another to check for 4 addresses missing 3 semicolons, so
forth.
David Durling
University of Georgia
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu
Sent: Wednesday, September 11, 2013 2:14 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Email Id validation in remedy
**
Hi All,
Could you please guide how to do the below requirements .
Requirment1 : Whenever there is a Space Email Address remedy should not allow
to create or save the form .
This space could be at any place in the email field, could be at the beginning
,middle or end of the email ID.
So ideally this field should not accept a space anywhere in the field.
Requirment2:If there are two or more email ID 's in the email field then those
should be separated by a semicolon (;), so if there is no semicolon (;) between
two email addresses then remedy should not allow to save form It should throw
any error message
Requesting you provide the suggestion on this.
Thanks in advance
Thanks
Sagar
_ARSlist: Where the Answers Are and have been for 20 years_
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Re: Email Id validation in remedy
Okay, thanks - and the 2nd requirement doesn't really require multiple active
links/filters - just string the queries for ampersands together with OR:
(query) OR (query) OR (query).
David D.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 11, 2013 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Id validation in remedy
And the first could be written asLIKE % %
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Wednesday, September 11, 2013 8:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Id validation in remedy
**
Sorry, correction on 2nd requirement query:
'Email Address' LIKE (%@%@%) AND (NOT('Email Address' LIKE %;%)) and
throw an error
David Durling
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Wednesday, September 11, 2013 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Id validation in remedy
**
Sagar,
I'm not going to write the exact queries, but I think 'Email Address' LIKE
(%
+ + %) with a space in the quotes will find any spaces.
There might be better ways to do this, but to meet the 2nd requirement you
could look for something like 'Email Address' LIKE (@%@) AND (NOT('Email
Address' LIKE %;%)) and throw an error. If the field is long enough to
contain more than just 2 addresses, you might have to have multiple active
links/filters - one to check for 3 addresses by looking for three @ signs
missing 2 semicolons, another to check for 4 addresses missing 3 semicolons,
so forth.
David Durling
University of Georgia
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of vidyasagar kommu
Sent: Wednesday, September 11, 2013 2:14 AM
To: arslist@ARSLIST.ORG
Subject: Email Id validation in remedy
**
Hi All,
Could you please guide how to do the below requirements .
Requirment1 : Whenever there is a Space Email Address remedy should not
allow to create or save the form .
This space could be at any place in the email field, could be at the beginning
,middle or end of the email ID.
So ideally this field should not accept a space anywhere in the field.
Requirment2:If there are two or more email ID 's in the email field then
those should be separated by a semicolon (;), so if there is no semicolon (;)
between two email addresses then remedy should not allow to save form It
should throw any error message Requesting you provide the suggestion on
this.
Thanks in advance
Thanks
Sagar
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Re: Problem Internet Explorer 10.
Following up on this thread about caught exception errors in IE: I just now tried the Apache config option Patrick mentions, and it seems to work - but I tried it with EmulateIE8 instead of EmulateIE7, since I'm not aware of this caught exception issue on any IE 8 browsers using Remedy (7.5 midtier). Is there any particular reason to specify IE 7 instead of IE 8?The chart on this page has a different description for what each does, but I don't know if the differences matter or not for this situation: http://blogs.msdn.com/b/hanuk/archive/2008/08/28/apache-httpd-configuration-for-ie7-standard-mode-rendering-in-ie8.aspx (short link: http://bit.ly/1fozgxV ) Thanks, David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick, A. Dill Sent: Friday, April 12, 2013 2:53 PM To: arslist@ARSLIST.ORG Subject: Re: Problem Internet Explorer 10. I also experienced the caught exception error on IE 9 with 7.6.04 server/7.6.04 (until sp4) 8.1 midtier, until I forced compatibility view into the response header. Add to Apache config: IfModule headers_module Header set X-UA-Compatible: IE=EmulateIE7 /IfModule Patrick Dill Architect UW School of Medicine -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Thursday, April 11, 2013 7:18 AM To: arslist@ARSLIST.ORG Subject: Re: Problem Internet Explorer 10. I had a report of a caught exception error with IE 10 against our 7.5 server/7.5 midtier, and just now found that I could work around it by selecting the Compatibility View icon for older web sites. (It's the small icon to the right of the security lock symbol at the top.) After I did that, the Remedy form worked fine. David Durling University of Georgia --- break --- -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it Sent: Thursday, April 11, 2013 7:35 AM To: arslist@ARSLIST.ORG Subject: Problem Internet Explorer 10. Hello to all, anyone has problems using the Mid Tier with Internet Explorer 10? since I updated the browser I have to report a java exception! thanks in advance Pietro Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 201209051922 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Auto-logout and session expiration on the midtier
I don't know much about this or if it's possible, but if there were some hack to not allow multiple tabs from a browser to connect to Remedy, would that be desirable in this situation? Just an off-beat thought. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Wednesday, August 07, 2013 10:16 AM To: arslist@ARSLIST.ORG Subject: Re: Auto-logout and session expiration on the midtier ** I immediately went looking on communities because I remembered a thread over there https://communities.bmc.com/message/332890 Then of course found that it was you that created that threadso, if Laurent can't help you further with that...I'm not sure what help you might findAxton may have something up his sleeve...maybe someone else that thinks outside the box a bit more :) On Wed, Aug 7, 2013 at 7:59 AM, Patrick Snyder patrick.sny...@caretech.commailto:patrick.sny...@caretech.com wrote: Our users are getting frustrated with the way Remedy handles session expiration on the midtiers. If a session expires and you are in the middle of filling out a form, you receive no preliminary warning and no indication that your session has expired until you perform an action, which by then it is too late and you must open a new remedy session in another window and manually copy and paste the information from the incomplete form into a new form in order to save it (this is BMC's advised solution to the problem). I have been working on a way to notify the user that their session will be expiring but am running into issues. I realize this is a common issue but have yet to find any useful threads that answer my question in the forums. So far I have been working with the existing client side status bar timer that is running based on the timeout settings it receives from the server upon session changes. I am showing the user a message when they have five minutes left and have given them a prompt which, through an ajax call, will reach out and touch the session on the server so that they can avoid the timeout, or if they choose they can immediately end their session. I also have it actively kicking the user off as soon as the session clock hits 00:00 and they have not chosen to extend their session. The issue I am facing occurs when users have remedy running in multiple browser tabs. The client side clocks do not stay in sync and therefore the user may choose to extend their session on one tab but the client side timer from another tab will still expire and kick them out. I attempted to use a session variable to universally track the amount of time left and reach out to it incrementally to keep all the client windows in sync however, I realized that since I am reaching out and touching the session, remedy assumes this is action committed by the user and resets the session timer thus infinity extending the users session. Regardless of my attempts summarized above, has anyone had any luck finding a method to make remedy's session expiration more user friendly? If I have missed an active thread with a solution to this please point me in that direction otherwise I would appreciate any solutions anyone can provide. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Form mode color
Yeah, that sounds pretty good! David From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Marc Burick Sent: Tuesday, June 11, 2013 2:01 PM To: arslist@ARSLIST.ORG Subject: Re: Form mode color ** Larry, Thank you for this suggestion. It works great Everyone else that responded to my question... thanks you, also! Marc From:L G Robinson n...@ncsu.edumailto:n...@ncsu.edu To:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG, Date:06/11/2013 01:06 PM Subject:Re: Form mode color Sent by:Action Request System discussion list(ARSList) arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** Hi Marc, My customers continued to expect the traditional background colors even after we began offering the Mid-tier client so I installed a series of Active Links to accomplish this. On: Window Open Run If: ($OPERATION$ = QUERY) AND ($CLIENT-TYPE$ = 9) If Actions: Run Process: Command Line: javascript:document.body.style.background=#A4C8F0; I have one of these for each of the possible OPERATIONS with the appropriate colors: QUERY: #A4C8F0 CREATE: #C0E5C0 GET: A4C8F0 SET: C0E5C0 SET ALL: 008080 Works pretty well. Sometime, the bg color leaks though the right-hand end of the Mid-tier menu bar if the browser window width exceeds the defined width of the view. Hope this is helpful. Larry On Tue, Jun 11, 2013 at 11:15 AM, Marc Burick marc.bur...@prudential.commailto:marc.bur...@prudential.com wrote: ** Hi. All of our applications are home grown and we are moving them to the web. In the RUT, Search and New/Modify screens can be set to different colors to differentiate them but I do not see that option or way to do that on the web. The only indication of the mode the screen is in on the web is the small print in the upper left hand corner of the screen that states, New, Modify or Search. Has anyone encountered this and have a resolution? ARServer 7.6.4 sp3 MS-SQL 2008 Thank you in advance. Marc ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Idea for a protection against massive notifications ?
Sylvain, Approaches mentioned in the past have included making a user record named 0 (that's a zero) so it's notified rather than the Public group, or I believe putting a filter on the AR System Email Messages form to throw an error on submit. Someone on this old post even mentions 00 could be interpreted as Public: search for WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sylvain YVON Sent: Friday, May 31, 2013 3:36 AM To: arslist@ARSLIST.ORG Subject: Idea for a protection against massive notifications ? ** Hello all, I'm coming to you after a rather big incident on my client's production server. Some filters create a list of users to notify of a certain action. It then removes the current user's login name from the list. Anyhow, there was a bug in the list that left a trailing 0 after the name of one user. When a few days ago he triggered a notification, the list had a 0 in it. Which is the id of the Public group. So our server started to send an email to 160k+ users. Thanks to a full tablespace, only 36k emails where sent. The bug itself is corrected, but my client would like us to find a definitive protection against this kind of problems. The only thing I can think of for now, is having a script that would watch the AR System Email Messages. If it has more than X outbound email to send, then interrupt Email Engine. I don't even know how I could do that in a clean way. Any thoughts ? Versions : AR System 7.5 p6 RHEL 5 Oracle 11g _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: Idea for a protection against massive notifications ?
If there are other characters that can cause the issue, perhaps validating the email field on the form minimally with a filter, something like 'Your Email Field' LIKE %_@_%._% would help I think. By the way, maybe I was wrong about the filter on the AR System Email Messages form - it might not see the 0 anyway at that point. David D. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tanner, Doug Sent: Friday, May 31, 2013 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: Idea for a protection against massive notifications ? ** I have seen a * do it as well. Doug From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Friday, May 31, 2013 1:12 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Idea for a protection against massive notifications ? ** Sylvain, Approaches mentioned in the past have included making a user record named 0 (that's a zero) so it's notified rather than the Public group, or I believe putting a filter on the AR System Email Messages form to throw an error on submit. Someone on this old post even mentions 00 could be interpreted as Public: search for WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sylvain YVON Sent: Friday, May 31, 2013 3:36 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Idea for a protection against massive notifications ? ** Hello all, I'm coming to you after a rather big incident on my client's production server. Some filters create a list of users to notify of a certain action. It then removes the current user's login name from the list. Anyhow, there was a bug in the list that left a trailing 0 after the name of one user. When a few days ago he triggered a notification, the list had a 0 in it. Which is the id of the Public group. So our server started to send an email to 160k+ users. Thanks to a full tablespace, only 36k emails where sent. The bug itself is corrected, but my client would like us to find a definitive protection against this kind of problems. The only thing I can think of for now, is having a script that would watch the AR System Email Messages. If it has more than X outbound email to send, then interrupt Email Engine. I don't even know how I could do that in a clean way. Any thoughts ? Versions : AR System 7.5 p6 RHEL 5 Oracle 11g _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ This email is subject to certain disclaimers, which may be reviewed via the following link. http://compass-usa.com/Pages/Disclaimer.aspx _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: REPLACE() Function for line-feed / carriage-return
What Jittu said has worked for me on ARS 7.5. Note that you have to open the expression editor (the expand button on the value) to do that - you can't enter the line return or even cut paste directly into the value for the field. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jittu Chacko Sent: Wednesday, December 30, 2009 4:14 AM To: arslist@ARSLIST.ORG Subject: Re: REPLACE() Function for line-feed / carriage-return ** Hi, if you mean to identify new line(\n) and replace that with another character we can do that using set field and REPLACE() function in set field -- REPLACE($Input String$, , ^) eginput bmc software pune output bmc^software^pune you can do this through a button or an active link service action calls filter with service execution option and do set field. Regards Jittu Chacko On 5/30/2013 4:27 AM, Ray Palla wrote: ** Hey Kids; Is there a way to use the REPLACE() function in a filter to remove line feeds and/or carriage returns from text? Is there a special character code? I've tried to paste one into the function with double-quotes around it, but the function doesn't seem to recognize it. I just want to replace it with anything like ^, to further parse the string as a single line. Thanks in advance; r Ray Palla Sr. IT/Remedy Consultant [http://www.linkedin.com/img/signature/bg_bluefade_195x42.jpg] [cid:image002.jpg@01CE5D12.175D7B80] Mobile: 512-917-1739 Time Zone: Central Email: ray.pa...@insona.commailto:ray.pa...@insona.com [http://www.linkedin.com/img/signature/icon_in_blue_14x14.gif] Professional Profilehttp://www.linkedin.com/pub/1/544/598 INSONA Corporation http://www.INSONA.com1201 Berry Lane http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX+77074%2CUSAhl=enGeorgetown, TX 78626-3832 USA Infrastructure Solutions - Network Applications _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 inline: image001.jpginline: image002.jpginline: image003.gif
Re: how to identify FTS-indexed fields from the DB?
On a previous version of FTS, I seem to recall there was a table you could query that would let you know what fields were indexed. It's either in the docs or in the online knowledge base, I bet. Also, in my limited experience (which may not apply to your situation), it seemed that rebuilding the indexes was faster than actually trying to reindex. I was on Oracle, and that was ARS 6.0 or 7.5 at the time, with maybe 250,000 records, include 2 or 3 diary fields a 0 length character field plus some smaller character fields. Directions for that were also in the knowledge base. David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Tuesday, May 28, 2013 1:54 PM To: arslist@ARSLIST.ORG Subject: Re: how to identify FTS-indexed fields from the DB? I may be fuzzy on this but there is a table called FT_Pending that holds some data on what is being indexed and then dropped once it is in the collection directory. If your indexing is running for more than a month though, I'm pretty sure it's hung and not doing anything. The size of FT_Pending should always be small if the indexing is in progress. Sent from my iPhone On May 28, 2013, at 1:47 PM, Andrew Hicox and...@hicox.com wrote: Hello everyone, I currently find myself in the third circle of ARS hell ... debugging FTS on ARS 7.6.03 (it's a long story on why we're not on 7.6.04 yet, but suffice it to say, I have no immediate control of that situation). We have had an FTS re-index procedure running for more than a month now. I need to get an idea on where it is, and how much longer it needs to finish. I can trace some of this through the arftsindex.log(s). It seems to iterate per-form, per-indexed field. So ... form A, indexed field 1 ... then indexed field 2, etc, etc cycling through every record in the form N times where N is the number of indexed columns in the form. So ... part of this is that I need to be able to know exactly how many such fields and forms I'm looking at. I need a better way of doing this than to open each form on the server, and pick through the field properties on every form. I've tried running the sql log on server startup to try and capture whatever it is the ft dispatcher executes in the DB to find the indexed fields, but if it's there I sure as heck can't find it. There do not appear to be any obvious columns on the 'FIELD' table that would indicate FTS indexing mode, nor do there appear to be any adjunct tables (like the various FIELD_* tables) that would contain this data. I'd like very much to be able to execute a query on the DB that would return schemaid and fieldid of all the fields that the FTS indexer is going to try and run through. Does anyone know of a way to do this? -Andy __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Problem Internet Explorer 10.
I had a report of a caught exception error with IE 10 against our 7.5 server/7.5 midtier, and just now found that I could work around it by selecting the Compatibility View icon for older web sites. (It's the small icon to the right of the security lock symbol at the top.) After I did that, the Remedy form worked fine. David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sinclair, Keith Sent: Thursday, April 11, 2013 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Problem Internet Explorer 10. Heya, Internet Explorer 10 is not compatible or supported with your version. We are running 7.6.4sp3 MidTier and have users with IE 10 on Windows 7 8 machines, which has caused us a minor headache. So, to address this, I altered the login_common.jsp file to include an IE10 Browser check, which will throw up a warning message, if the user is on IE10, to have them use either Firefox, Chrome or a compatible version of Internet Explorer. --- break --- -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it Sent: Thursday, April 11, 2013 7:35 AM To: arslist@ARSLIST.ORG Subject: Problem Internet Explorer 10. Hello to all, anyone has problems using the Mid Tier with Internet Explorer 10? since I updated the browser I have to report a java exception! thanks in advance Pietro Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 201209051922 __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: License considerations for custom approval process
True, and I could display them in a table in a master record by linking them with a common id. I didn't know if that might be considered cheating or not. Maybe not as long as I don't actually update that master record with their input. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Thursday, March 21, 2013 3:20 AM To: arslist@ARSLIST.ORG Subject: Re: License considerations for custom approval process Hi, If you have a home-grown solution for approvals, why not create one record per approver, with the approvers user-name in the submitter-field. When the approver then updates this record with a read-licenses, you can then have FLTR:s and/or ESCL:s that forwards the process. For example creating a new approval record for the next approver, or notifies someone of a reject. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Ø approval engine is an exception to the normal write license requirements. Clarification. Currently, that exception is only granted when Approval is utilized within a BMC provided solution (e.g. Incident, Change, SLM, etc.). When used with custom / bespoke applications, the exception is not granted and any user modifying data not owned by them requires a write license. While discussions about whether the exception should, in fact, be extended to non-BMC provided solutions is ongoing, it has not yet been implemented. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, March 20, 2013 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: License considerations for custom approval process ** Hi David, None of the approvers should need a write license. The approval engine is an exception to the the normal write license requirements. I think BMC understands that almost anybody in an organization can be an approver for some process or another have built in this flexibility by not requiring a license for approvers. So with that info why can't either level 1 or level 2 reject the approval request and then the requester would be notified to update their request. Once the corrections are complete the approval process starts over with new approval records. The way I see it there are no licenses required until the request gets to the provisioner. What you have described is pretty similar to how SRM - Approval - back-end fulfillment app works. The requester always has write - access to their own request. The approvers do not need write access to the request itself and can approve/reject/make comments using the Approval Engine without a write license. The only gotcha I can picture is I think there were issues with earlier versions of the approvals where the approver ended up needing a write license (I never encountered it). I think this may have been an issue in 7.5. I am not sure if it was an issue with the Approval Server or within ITSM and how it worked with the Approval Server. Somebody else on the list may know the specifics. Jason On Wed, Mar 20, 2013 at 11:29 AM, David Durling durl...@uga.edumailto:durl...@uga.edu wrote: ARS 7.5, custom applications I've been asked to scope out creating an approval process that is something like: requester level 1 approver level 2 approver provisioner (person who does the work after approved) I'm thinking the level 2 approver and provisioner would use write licenses, but am trying to come up with a way for the requester and level 1 approver to utilize read licenses. The problem is there's a requirement to allow either of the approvers (level1 or level2) to kick the request back to the requester for correction - and it's not considered user-friendly to make the requester fill out the initial form all over again. So I can use submitter locked functionality for one of these (request or level1), but not the other. I'm inquiring with BMC as to whether I can utilize filters to make changes on behalf of the other user, since this is an approval process and not someone working tickets
License considerations for custom approval process
ARS 7.5, custom applications I've been asked to scope out creating an approval process that is something like: requester level 1 approver level 2 approver provisioner (person who does the work after approved) I'm thinking the level 2 approver and provisioner would use write licenses, but am trying to come up with a way for the requester and level 1 approver to utilize read licenses. The problem is there's a requirement to allow either of the approvers (level1 or level2) to kick the request back to the requester for correction - and it's not considered user-friendly to make the requester fill out the initial form all over again. So I can use submitter locked functionality for one of these (request or level1), but not the other. I'm inquiring with BMC as to whether I can utilize filters to make changes on behalf of the other user, since this is an approval process and not someone working tickets. Kind of an open-ended question: Is there something I haven't thought of? How have some of you handled this? Thanks, David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ticket direct URLs and login sessions
Ron, One url lists ...arsys//servlet... (two slashes) and the other ...arsys/servlet... Is that a typo, or might it have something to do with the authentication issue? David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Tuesday, February 26, 2013 2:09 PM To: arslist@ARSLIST.ORG Subject: Re: ticket direct URLs and login sessions ** Ron, I don't have an answer for the question...but I can tell you what the NTS number is :) That is a control form that all notifications are sent out through, and there is workflow on it that opens the proper form that needs to be opened for that notification. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron Sent: Tuesday, February 26, 2013 10:49 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ticket direct URLs and login sessions ** Hello, We recently updated our notification templates to contain HTML direct links to incidents and changes. We disabled the default link at the beginning of all messages and created our own. An example of our INC URL is this: http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=HPD:Help+Deskserver=AR_SERVERqual='Incident ID*%2B'%3D%22INC_NUMBER%22 This is the odd behavior and it happens in all browsers. * If a user is not logged into the mid-tier, the link requires authentication and then they're taken directly to the Incident. Normal and as expected. * If the user (not already logged into the mid-tier) uses the direct link, logs in, accesses the ticket AND THEN (without logging out) clicks on another direct link from a different email notification (or the same), they are taken directly to that ticket without any required authentication. Normal and as expected. * If the user had already been logged into the mid-tier, the direct link in the notification still requires authentication instead of taking them directly in. Odd o If the user declines the authentication (closes the browser tab/window) and goes back to their original, already logged in session, that session has now been logged out and they have to re-authenticate (Session is invalid or has timed out. Please reload page to log in again. (ARERR 9201)). Annoying Now, I've done some more testing. I re-enabled the 'Add URL' on the notification filter that has the form of: http://MID_TIER:8080/arsys//servlet/ViewFormServlet?form=NTE%3aNotifierserver=AR_SERVEReid=NTS00772848http://MID_TIER:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=AR_SERVEReid=NTS00772848 (-- I don't know what the NTS number relates to) The new notifications (in Dev) have both URL types. With this being the case, I can't make it fail as before. I've also re-removed the 'Add URL' from the filter and it still won't fail in that environment though our production environment is still acting odd. This feels like something has gotten cached that works for the filter URL but not for my direct one. Anyone have any idea what's going on here? Thanks again, Ron _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: $MENU$ pattern Problem in Remedy 7.6
Heba, If someone hasn't mentioned already, you could try setting the Display Type property of the field to Drop-Down List. That should only allow people to select from the list. I had some issue with $MENU$ a while back, maybe on 6.x - but maybe it was my fault (user error). If you want to pursue it, maybe check the patches for your version to see - David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Anderson, Douglas W. Sent: Thursday, February 21, 2013 9:46 AM To: arslist@ARSLIST.ORG Subject: Re: $MENU$ pattern Problem in Remedy 7.6 SQL might give you better clues directly. Suggest you turn on database logging, generate the error, then look in the log file to see what command was actually being sent to the database resulted in the error. If the pattern match is not going to work, you can accomplish the same result via workflow. It's just more work. Best, Doug Anderson Mayo Clinic Original message: Date:Wed, 20 Feb 2013 12:52:41 + From:Heba Hashem, Vodafone Egypt heba.has...@vodafone.com Subject: $MENU$ pattern Problem in Remedy 7.6 Dears, Please I need a support form you as when I put $MENU$ pattern in some fields in Remedy 7.6 I can't submit any record on this form as I got the below error although when I remove them,it's working well. ARERR [552] The SQL database operation failed. : 536870935 ARERR [552] The SQL database operation failed. : 536870981 Heba Hashem SYSTEM ANALYST Customer Management Vodafone Egypt Telec. SA Mobile: +20 (10) 07033053 Email: heba.has...@vodafone.com [Vodafone]http://www.vodafone.com.eg/ vodafone.com.eg http://www.vodafone.com.eg http://www.vodafone.com.eg/ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Firefox 17 -- expandable text box issue in Remedy
Sean, There might have been a couple of threads on this. One is Hiding 'resize handle' character fields on midtier. The fix I applied works, though the trade-off for us was that the user can't make the cursor move past the visible part of the field to see any text that might be cut off (ARS 7.5 patch 007). David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross) Sent: Thursday, January 03, 2013 9:21 AM To: arslist@ARSLIST.ORG Subject: Firefox 17 -- expandable text box issue in Remedy ** We are on ARS 7.5 patch 8. In firefox we see text fields that look like this: [cid:image001.png@01CDE994.35084B20] In the lower right you can expand the field which is not the same behavior as I.E. Any chance we can make them behave like a normal text box via a simple .css change? Sean _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 inline: image001.png
Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED
Maybe it was the fix for the horizontal scroll bar, and not the resize field,
that caused the issue I mentioned about not seeing the end of any data outside
the field - anyway, something you might want to check for yourself!
David
David Durling
University of Georgia
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy.. RESOLVED
**
Thank you David. I haven't had much luck searching the archives lately. But I
copied and pasted your subject and found it.
Modify resources/moz/stylesheets/ARSystem.css
Change the following:
input.text,input.decimal,input.currency,textarea { /* Shift content to align
with default label */
padding-top:2px;
padding-bottom:2px;
margin: 0px;
resize: none
}
textarea.dat,input.dat {
padding-top: 3px; /* Correct out border too */
padding-bottom:2px;
resize: none
}
And this:
/* Workaround for firefox issue where a horizontal scrollbar appears inside a
text field */
textarea.sr {
padding-bottom:3px;
overflow-x:hidden;
resize: none
}
Thank you!
Sean
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Thursday, January 03, 2013 9:25 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Firefox 17 -- expandable text box issue in Remedy
**
Sean,
There might have been a couple of threads on this. One is Hiding 'resize
handle' character fields on midtier.
The fix I applied works, though the trade-off for us was that the user can't
make the cursor move past the visible part of the field to see any text that
might be cut off (ARS 7.5 patch 007).
David
David Durling
University of Georgia
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Thursday, January 03, 2013 9:21 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Firefox 17 -- expandable text box issue in Remedy
**
We are on ARS 7.5 patch 8. In firefox we see text fields that look like this:
[cid:image001.png@01CDE999.445A7760]
In the lower right you can expand the field which is not the same behavior as
I.E. Any chance we can make them behave like a normal text box via a simple
.css change?
Sean
_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_
___
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Where the Answers Are, and have been for 20 years
inline: image001.png
Re: ITSM install user account in Linux
I'm not an OS administrator, but I would think in general a best practice would be to install as non-root, from a security perspective. But it's true that doing so requires a few extra steps for AR System, and I imagine also for ITSM. David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jayesh panchal Sent: Wednesday, December 05, 2012 8:25 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM install user account in Linux ** Hi, We have installed ITSM using root user because root user have all access permissions and there is no restriction for us from Linux Admin. We are not facing any problem. But You have to manually export or enter all export entry in .profile file in linux like LD_LIBRARY_PATH,ORACLE_HOME,TWO_TASK, etc. for Installation. To install as a non root user you have to follow some steps before installing as suggested in BMC docs. Regrads, Jayesh On Wed, Dec 5, 2012 at 9:26 AM, Hodgdon, Paul paul.hodg...@unh.edumailto:paul.hodg...@unh.edu wrote: ** I was wondering if there is a best practice or pros/cons to which user you use in Linux to install the ITSM suite? Does anyone have any recommendations? IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377tel:%28603%29%20862-2377 Alternate: (603) 862-4242tel:%28603%29%20862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _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: License analysis utitily to run locally
Okay, thanks Misi Dave! David Durling -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Wednesday, November 21, 2012 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: License analysis utitily to run locally Nice. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, November 21, 2012 1:46 PM To: arslist@ARSLIST.ORG Subject: Re: License analysis utitily to run locally Hi, I have the filters already downloadable. Just type in the thresholds you want for AR and the various applications, and you can download the filters needed. A regular form is also included that will record any breach of your thresholds. Review the details and download here: http://www.rrr.se/cgi/licnotify Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. David, I can send you that filter. You would need to define the number and who should be notified. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License analysis utitily to run locally
Thanks, Dave. I might take your idea of monitoring the Server Statistics form on floating usage one day - David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 16, 2012 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: License analysis utitily to run locally The free RRR version is online. You purchase you can run locally. Since it's tied to custom form it may not be that useful to you. It's two filters (one for modify and one for submit) that updates a record in a collector form. It generates a count of the number of times an individual submits or modifies a record in various forms during an hour. The count is not as important as they actually performed an action that requires a license within an hour. My perl script looks at how often a person used a license within a given time period (normal business hours) over a set time period. Since we are a global company, our highest usage of floating licenses is between 9:00 AM and 11:00 AM. (This data can be found in the Server Statistics form when enabled). So the perl script counts the number of times that an individual creates/modifies at least one record within a given hour from 9:00 AM up to 11:00 AM, Monday through Friday, for say the last 8 weeks. (Our greatest impact on licenses is from the US so we exclude US holidays from the analysis.) Since we are looking at a 2 hour block each day, 5 days a week, over 8 weeks, the perl script can actually convert this to a percentage of time, the person has needed a license to do their job within that time period. The script also retrieves if the person has a float or a fixed license. We have a filter added to the Server Statistics form that triggers based on 'Floating Write Lic Connections' greater than a certain value to let us know when we are getting tight on licenses. When that happens we will run the script to figure out how to rebalance fixed/floating licenses. Misi's product uses a slightly different approach. His takes it up a notch and looks at login and license release. His routine can also give you a suggested fixed/floating count and with the paid version who should have a fixed vs a floating. Dave ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License analysis utitily to run locally
Thanks, Misi, didn't know that! Got it, ran it. And thanks for the Missing Pieces Software link, John - the program seems local, though at the moment I guess I need to stick with log analysis since I have the logs already want to avoid running something on our server. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Saturday, November 17, 2012 4:39 PM To: arslist@ARSLIST.ORG Subject: Re: License analysis utitily to run locally Hi, No, you CAN run RRR|License locally without a fully licensed version. Just download, install and license it, and you can do it completely offline. RRR|Offline download and licensing: https://www.rrr.se/cgi/offlic Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License analysis utitily to run locally
Sure, you can send it to me - thanks! David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Monday, November 19, 2012 4:16 PM To: arslist@ARSLIST.ORG Subject: Re: License analysis utitily to run locally David, I can send you that filter. You would need to define the number and who should be notified. Dave On Nov 19, 2012, at 3:53 PM, David Durling durl...@uga.edu wrote: Thanks, Dave. I might take your idea of monitoring the Server Statistics form on floating usage one day - David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 16, 2012 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: License analysis utitily to run locally The free RRR version is online. You purchase you can run locally. Since it's tied to custom form it may not be that useful to you. It's two filters (one for modify and one for submit) that updates a record in a collector form. It generates a count of the number of times an individual submits or modifies a record in various forms during an hour. The count is not as important as they actually performed an action that requires a license within an hour. My perl script looks at how often a person used a license within a given time period (normal business hours) over a set time period. Since we are a global company, our highest usage of floating licenses is between 9:00 AM and 11:00 AM. (This data can be found in the Server Statistics form when enabled). So the perl script counts the number of times that an individual creates/modifies at least one record within a given hour from 9:00 AM up to 11:00 AM, Monday through Friday, for say the last 8 weeks. (Our greatest impact on licenses is from the US so we exclude US holidays from the analysis.) Since we are looking at a 2 hour block each day, 5 days a week, over 8 weeks, the perl script can actually convert this to a percentage of time, the person has needed a license to do their job within that time period. The script also retrieves if the person has a float or a fixed license. We have a filter added to the Server Statistics form that triggers based on 'Floating Write Lic Connections' greater than a certain value to let us know when we are getting tight on licenses. When that happens we will run the script to figure out how to rebalance fixed/floating licenses. Misi's product uses a slightly different approach. His takes it up a notch and looks at login and license release. His routine can also give you a suggested fixed/floating count and with the paid version who should have a fixed vs a floating. Dave ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
License analysis utitily to run locally
Are there any license analysis utilities that one can run locally (perhaps on one's PC) against an AR System user log? We only need basic fixed/floating analysis - we don't run any BMC licensed applications. I'm aware of the fine reputation of rrr and perhaps others, but I'm thinking my organization will want something where I'm not sending logs to a 3rd party. Thanks for any info - David ARS 7.5, Solaris/Oracle David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License analysis utitily to run locally
Thanks, I'll check with RRR. I thought the free version was probably just online. Is your workflow something you'd care to share? David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Friday, November 16, 2012 1:05 PM To: arslist@ARSLIST.ORG Subject: Re: License analysis utitily to run locally RRR has a version that you can run locally. I also wrote my own processes that saves data to custom forms. I have a perl script that performs the analysis of that data. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Friday, November 16, 2012 1:02 PM To: arslist@ARSLIST.ORG Subject: License analysis utitily to run locally Are there any license analysis utilities that one can run locally (perhaps on one's PC) against an AR System user log? We only need basic fixed/floating analysis - we don't run any BMC licensed applications. I'm aware of the fine reputation of rrr and perhaps others, but I'm thinking my organization will want something where I'm not sending logs to a 3rd party. Thanks for any info - David ARS 7.5, Solaris/Oracle David Durling University of Georgia __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Full Text Search search time
ARS 7.5 on Solaris/Oracle: On a form with about 330,000 records, searching on a small character field (for instance, Last Name) smith with no other qualification might take 2-3 seconds. Say that field is indexed for FTS. If I search as a user with FT rights, the same search takes 20-25 seconds. Is that a normal performance difference? I have already rebuilt the indexes by removing, then adding the fields back via Dev Studio. I thought FTS could offer performance advantages or at least not be so much slower. This is the largest number of records I've kept live at one time, so perhaps it's just what I should expect? The reason we've kept it is for case-insensitivity. Additionally, if I run even a semi-substantial report (say just on a month of data), the search will timeout if I'm using a FT account. David --- David Durling Enterprise IT Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Real Number Format Issue
-Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Allan See Sent: Tuesday, November 06, 2012 8:35 PM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue Thank you for all the reply, ... @David - there has been a couple of instances that users input special characters accidentally, and these values do not get filtered causing process to stop. i dont believe it is a process of export from databases. Alan, Sorry, guess I still don't understand, but at least Misi LJ do. I get You have entered an improperly formatted value for a real field when I try to save with 123.25 in a real number field in the User Tool or web. But rather than try to change the input, how about throwing an error to the user telling them to correct it? Or does that have the same problem with being unable to detect the incorrect characters on input? David David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Real Number Format Issue
-Original Message- From: David Durling Sent: Wednesday, November 07, 2012 10:16 AM To: arslist@ARSLIST.ORG Subject: RE: Real Number Format Issue ... @David - there has been a couple of instances that users input special characters accidentally, and these values do not get filtered causing process to stop. i dont believe it is a process of export from databases. Alan, ( Sorry misspelled your name, Allan) Sorry, guess I still don't understand, but at least Misi LJ do. I get You have entered an improperly formatted value for a real field when I try to save with 123.25 in a real number field in the User Tool or web. But rather than try to change the input, how about throwing an error to the user telling them to correct it? Or does that have the same problem with being unable to detect the incorrect characters on input? David David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Real Number Format Issue
Okay, thanks, I don't know if I've ever tried that - but then this must be for situations where someone's not directly typing into the real field, or they'd get the system-generated error, correct? David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Wednesday, November 07, 2012 10:46 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue David, The problem is that if you have a run-if firing on a qual of something similar to 'Real Field' LIKE %% And throw an error if true, you will find that the filter never fires because the real field will actually truncate the data at the before it even hits the workflow. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, November 07, 2012 8:16 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Allan See Sent: Tuesday, November 06, 2012 8:35 PM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue Thank you for all the reply, ... @David - there has been a couple of instances that users input special characters accidentally, and these values do not get filtered causing process to stop. i dont believe it is a process of export from databases. Alan, Sorry, guess I still don't understand, but at least Misi LJ do. I get You have entered an improperly formatted value for a real field when I try to save with 123.25 in a real number field in the User Tool or web. But rather than try to change the input, how about throwing an error to the user telling them to correct it? Or does that have the same problem with being unable to detect the incorrect characters on input? David David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Real Number Format Issue
Huh, I don't know. I tried this just now on ARS 7.5 patch 007 get an error. I get similar errors for decimal and integer fields, too. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Wednesday, November 07, 2012 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue No, that's the weird thing...I had this requirement specifically when people where typing into the field, they just sometimes fat finger things and put special characters into the numeric fields and wanted me to throw errors when it happened. And, the weirdest thing is that the system throws NO errors when you do it, it simply considers the input invalid and truncates at the invalid error, so if you entered 123$5, everything past the $ gets truncated and your actual value in the field is 123. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, November 07, 2012 8:56 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue Okay, thanks, I don't know if I've ever tried that - but then this must be for situations where someone's not directly typing into the real field, or they'd get the system-generated error, correct? David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Wednesday, November 07, 2012 10:46 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue David, The problem is that if you have a run-if firing on a qual of something similar to 'Real Field' LIKE %% And throw an error if true, you will find that the filter never fires because the real field will actually truncate the data at the before it even hits the workflow. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Real Number Format Issue
Maybe so - my testing was typing directly on the form getting the error on Save. Anyway, I don't have much to help Allan - David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Wednesday, November 07, 2012 11:16 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue Hmm...the scenario I was on was with Decimal fields, and numbers were being entered into a console and being pushed from the console to the parent form...maybe it was a weird combination at the time -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, November 07, 2012 9:06 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue Huh, I don't know. I tried this just now on ARS 7.5 patch 007 get an error. I get similar errors for decimal and integer fields, too. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Wednesday, November 07, 2012 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue No, that's the weird thing...I had this requirement specifically when people where typing into the field, they just sometimes fat finger things and put special characters into the numeric fields and wanted me to throw errors when it happened. And, the weirdest thing is that the system throws NO errors when you do it, it simply considers the input invalid and truncates at the invalid error, so if you entered 123$5, everything past the $ gets truncated and your actual value in the field is 123. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, November 07, 2012 8:56 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue Okay, thanks, I don't know if I've ever tried that - but then this must be for situations where someone's not directly typing into the real field, or they'd get the system-generated error, correct? David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Wednesday, November 07, 2012 10:46 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue David, The problem is that if you have a run-if firing on a qual of something similar to 'Real Field' LIKE %% And throw an error if true, you will find that the filter never fires because the real field will actually truncate the data at the before it even hits the workflow. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Query for tickets between 8 PM and 4 AM the following day
Jason, I see what you mean. Try adding an extra set of parentheses around each part (clause) OR (clause): ((( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (20 * 3600)) AND 'Arrival Time' - 1/1/1970 )+3600) % 86400) (24 * 3600))) AND 'Arrival Time' 5/1/2012 AND 'Arrival Time' 5/2/2012)) OR ((( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (0 * 3600)) AND 'Arrival Time' - 1/1/1970 )+3600) % 86400) (4 * 3600))) AND 'Arrival Time' 5/2/2012 AND 'Arrival Time' 5/3/2012)) David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, November 07, 2012 5:03 PM To: arslist@ARSLIST.ORG Subject: Query for tickets between 8 PM and 4 AM the following day ** I am trying to run a quick and dirty search of tickets submitted from 8 PM and 4 AM the following day. I using this query: (( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (20 * 3600)) AND 'Arrival Time' - 1/1/1970 )+3600) % 86400) (24 * 3600))) AND 'Arrival Time' 5/1/2012 AND 'Arrival Time' 5/2/2012) OR (( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (0 * 3600)) AND 'Arrival Time' - 1/1/1970 )+3600) % 86400) (4 * 3600))) AND 'Arrival Time' 5/2/2012 AND 'Arrival Time' 5/3/2012) I broke it down into two parts. To the left of the OR finds 8 PM to midnight and to the right of the OR finds midnight to 4 AM of the following day. When I run each half separate it returns the expected results. When I combine the two with the OR I only get results for the half (8 to midnight). I am sure I am missing something simple. Maybe it is time for some afternoon coffee? Does anybody see my mistake? Thanks, Jason _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Query for tickets between 8 PM and 4 AM the following day
I don't really know why it worked, but I tried it on a hunch thinking it would help the logic find the part after the OR! David From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, November 07, 2012 5:15 PM To: arslist@ARSLIST.ORG Subject: Re: Query for tickets between 8 PM and 4 AM the following day ** Thanks! That did it. Any idea why? It seems redundant to me. Jason On Wed, Nov 7, 2012 at 2:08 PM, David Durling durl...@uga.edumailto:durl...@uga.edu wrote: ** Jason, I see what you mean. Try adding an extra set of parentheses around each part (clause) OR (clause): ((( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (20 * 3600)) AND 'Arrival Time' - 1/1/1970 )+3600) % 86400) (24 * 3600))) AND 'Arrival Time' 5/1/2012 AND 'Arrival Time' 5/2/2012)) OR ((( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (0 * 3600)) AND 'Arrival Time' - 1/1/1970 )+3600) % 86400) (4 * 3600))) AND 'Arrival Time' 5/2/2012 AND 'Arrival Time' 5/3/2012)) David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, November 07, 2012 5:03 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Query for tickets between 8 PM and 4 AM the following day ** I am trying to run a quick and dirty search of tickets submitted from 8 PM and 4 AM the following day. I using this query: (( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (20 * 3600)) AND 'Arrival Time' - 1/1/1970 )+3600) % 86400) (24 * 3600))) AND 'Arrival Time' 5/1/2012 AND 'Arrival Time' 5/2/2012) OR (( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (0 * 3600)) AND 'Arrival Time' - 1/1/1970 )+3600) % 86400) (4 * 3600))) AND 'Arrival Time' 5/2/2012 AND 'Arrival Time' 5/3/2012) I broke it down into two parts. To the left of the OR finds 8 PM to midnight and to the right of the OR finds midnight to 4 AM of the following day. When I run each half separate it returns the expected results. When I combine the two with the OR I only get results for the half (8 to midnight). I am sure I am missing something simple. Maybe it is time for some afternoon coffee? Does anybody see my mistake? Thanks, Jason _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Real Number Format Issue
Hi, just curious - under what conditions would one get numerical data that has special characters like that? Is that a function of exports from certain databases? David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Tuesday, November 06, 2012 8:32 AM To: arslist@ARSLIST.ORG Subject: Re: Real Number Format Issue Allan, As Misi described, I have also had this requirement, and had to use a Char field to do the manipulation in question. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Allan See Sent: Monday, November 05, 2012 11:38 PM To: arslist@ARSLIST.ORG Subject: Real Number Format Issue Hi, I am trying to remove special character($,%,, etc.) on a real number field. So what happens is that when i input a value all characters after the special character are turned to 0 here is an example: 123.25 -- 123.200 what i wanted was the the '' sign be removed but not replace the 5 with a 0. 123.25 -- 123.205 is there a way we can filter this out for the real number field? or do you have any alternative to filter this? Thanks, Allan __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: [EXTERNAL] Re: Work info in task
Rajesh, Just a thought - are users logging into the Preference Server? (I don't recall if that's relevant to 7.1.)If so, how about removing or renaming their entry in the AR System User Preference form to see if it helps, since this is occurring on differenct machines. David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 2:34 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Re: Work info in task ** Thanks for the input natalie I have scenario on user as well as mine machine as where he login doea not work but mine does. Note this is not happening for nor only one user but its been report by few when woek on tasks On Nov 1, 2012 11:51 PM, Stroud, Natalie K nkst...@sandia.govmailto:nkst...@sandia.gov wrote: ** I'm not sure offhand whether 7.1 is supposed to work with the User Tool (client). I know 7.6 is mid-tier only. And the User Tool does create a cache that occasionally gets corrupted by changes developers make on the servers. I've seen all sorts of odd behavior from that. Have you had the user who has this problem try logging in via the client on a different machine? If they don't have the problem there, you can try clearing the User Tool's cache on the affected machine. Where you go to look for the User Tool's cache depends on what operating system your computer has and what version of the User Tool you're running, but the location is usually the home directory associated with the installation of the User Tool (where the arcmds folder is located) Log out of Remedy, delete all folders in the home directory except for arcmds and NONE of the individual files, then have them log in and try again. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Thursday, November 01, 2012 11:57 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Work info in task ** One mor thing missed out tauf it via client On Nov 1, 2012 11:23 PM, Tauf Chowdhury taufc...@gmail.commailto:taufc...@gmail.com wrote: ** Rajesh, It sounds like it could be a browser or browser cache issue. Did you try clearing cache and/or using different browser? Sent from my iPhone On Nov 1, 2012, at 1:48 PM, Rajesh Nair rajesh.nair@gmail.commailto:rajesh.nair@gmail.com wrote: ** Soory for the incomplete mail Have an issue seen very recently In task management if any tries to open the work info add he/she is able to open only the first work info, if we try to open the any othet then the systemdoes not select the entry. Only the first one get selected As an admin it works fine for me. I tried give the user task admin manager permission but still it does work Any ideas? Is it a defect Arsystem 7.1 itsm 7.1 On Nov 1, 2012 11:13 PM, Rajesh Nair rajesh.nair@gmail.commailto:rajesh.nair@gmail.com wrote: Hello listers _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SQL or Oracle
There was a recent discussion on this, if you check out the list archives. I'm not a dba, but one thing I'm looking forward to with MS SQL, if we move to it from Oracle, is the case-insensitive searching without having to do any special setup on the db side. David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, September 28, 2012 10:25 AM To: arslist@ARSLIST.ORG Subject: Re: SQL or Oracle Oracle is not bad either. Usually I ask what does your company support most. If you have better people for Oracle then choose Oracle, same goes for MS-SQL. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Friday, September 28, 2012 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: SQL or Oracle ** The question I find most relevant is what platform your organization has the resources to support. Most of us can handle most day to day MSSQL tasks. Not so with Oracle, which requires someone trained and experienced. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Friday, September 28, 2012 9:08 AM To: arslist@ARSLIST.ORG Subject: SQL or Oracle All, I am setting up a brand new ARS with ITSM. The big decision is whether to go with SQL or Oracle as the backend. I prefer SQL; management thinks Oracle. Without starting a frightening Friday foray on the List, does anyone (LOL) on the list have an opinion? I really need some feedback with the Pros Cons of using either DB that I can take to my managers. So you know, the system is for an organization that will support about 3000 end users (Support staff plus customers). We have the entire ITSM suite to deploy which will be accomplished in stages. We will start with Asset and Incident Management then move onto Change and Release then to SRM. Anyone? Thank you, Sandra Hennigan Remedy Developer __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SQL or Oracle
Though I have to say that Fred's point makes a lot of sense - you need someone around who knows how to handle the database! David D. -Original Message- From: David Durling Sent: Friday, September 28, 2012 10:36 AM To: 'arslist@ARSLIST.ORG' Subject: RE: SQL or Oracle There was a recent discussion on this, if you check out the list archives. I'm not a dba, but one thing I'm looking forward to with MS SQL, if we move to it from Oracle, is the case-insensitive searching without having to do any special setup on the db side. David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, September 28, 2012 10:25 AM To: arslist@ARSLIST.ORG Subject: Re: SQL or Oracle Oracle is not bad either. Usually I ask what does your company support most. If you have better people for Oracle then choose Oracle, same goes for MS-SQL. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Friday, September 28, 2012 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: SQL or Oracle ** The question I find most relevant is what platform your organization has the resources to support. Most of us can handle most day to day MSSQL tasks. Not so with Oracle, which requires someone trained and experienced. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Friday, September 28, 2012 9:08 AM To: arslist@ARSLIST.ORG Subject: SQL or Oracle All, I am setting up a brand new ARS with ITSM. The big decision is whether to go with SQL or Oracle as the backend. I prefer SQL; management thinks Oracle. Without starting a frightening Friday foray on the List, does anyone (LOL) on the list have an opinion? I really need some feedback with the Pros Cons of using either DB that I can take to my managers. So you know, the system is for an organization that will support about 3000 end users (Support staff plus customers). We have the entire ITSM suite to deploy which will be accomplished in stages. We will start with Asset and Incident Management then move onto Change and Release then to SRM. Anyone? Thank you, Sandra Hennigan Remedy Developer __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: how to know if an error in the remedy email error logs is from remedy email engine or from an external email server
Do you have some mailing lists for your customers you could utilize instead of individual addresses? I don’t have near your active customer base, but I’d hate to rely on a list of 500 addresses being exactly right for delivery to happen. Maybe obvious, but have you had someone check the smtp server error logs? I suppose if the errors were flagged there, they’d be located there, too – my reasoning, anyway. David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: Thursday, September 27, 2012 4:45 AM To: arslist@ARSLIST.ORG Subject: Re: how to know if an error in the remedy email error logs is from remedy email engine or from an external email server ** Actually we want to avoid creating one email entry per email address inside remedy, because it is just slow and it is not designed for bulk email blast. We want to hand over that task to email servers that are built for doing that. Our each outgoing email usually contains 500 or more email addresses in CC list. And our SLA is usually with in a few minutes once an incident happens to send a notification to impacted customer. I agree it does not matter if it failed at remedy level or at smtp server level, the end result is email failed reaching end users. It seems like the our smtp server vendor has promised that it can properly handle these kind of email address errors. And single error in an email address is causing the whole email to fail. So we want to validate if it is the smtp server issue so that they can provide a fix. We wrote workflow to validate or handle these at remedy level but seems like users did not like that when they are handling hundreds of email addresses and getting popup errors from remedy when they copy paste from their spread sheets. On Thursday, September 27, 2012 1:14:48 AM UTC-7, Misi Mladoniczky wrote: Hi, If addresses are incorrect, it does not really matter if the email engine or your mail server is the complaining party. The messages are not sent. So why do you have characters that are not OK? One way to fix this is to send individual emails to each person instead of one email with , between addresses. Just separate the addresses with return instead of , in the Notification-action, and each user will get an individual email. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. There is an ar system email error logs form that records errors. Do you know the exact error text? If not check this form. On Sep 27, 2012 12:47 PM, patchsk vams...@gmail.comjavascript: wrote: ** Is there a way to know if an error in the remedy email error logs is from remedy email engine or from an external email server that remedy connects to like exchange server without turning on debug logs in remedy email engine. We are seeing remedy outgoing emails failed due to an illegal character in the To or CC or BCC field. An illegal character could be a new line or space or a multibyte character etc.. The problem here is the entire email is failing and no one in the To OR CC or BCC list is receiving the email just because one of the several emails has a syntax error. If there are 10 people in the email address list, no one is receiving just because one email address has issues. So we want to know if this is limitation on remedy email engine side or external email server. I know may be I need to turn on the email engine debug logs to verify it. Just want to check with the group before going through the approval process to get logs turned on in our production server. We do not have a dev env with an exchange server connected. This is ARServer 7.1. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Querys that kill my system
Just to add for anyone who casually followed this didn't get it, John was joking and saying wouldn't it be nice if there were something like this, but: There is NOT an ars_track_long_queries or ars_track_long_queries_min_length for ar.cfg. Hope you don't mind me explicitly adding that, John - but I got a little confused in there... could imagine someone looking this up in the archives being frustrated when it didn't work... David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Monday, September 17, 2012 8:43 PM To: arslist@ARSLIST.ORG Subject: Re: Querys that kill my system ** No - they won't work. :( Sorry... -John On Mon, Sep 17, 2012 at 6:05 PM, Chris Kelly ctopke...@gmail.commailto:ctopke...@gmail.com wrote: ** These are great suggestions But I an in 2012 and I need a solution today As you can tell I know nothing about remedy. So will adding the two lines work? Any help is great, my future self says thanks also Chris On Sep 17, 2012 4:26 PM, Joe Martin D'Souza jdso...@shyle.netmailto:jdso...@shyle.net wrote: ** Sweet... don't think I knew this.. New feature?? Joe From: John Sundbergmailto:john.sundb...@kineticdata.com Sent: Monday, September 17, 2012 4:56 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Querys that kill my system ** You could go into ar.cfg add the 2 lines : ars_track_long_queries: true ars_track_long_queries_min_length: 5000 # This is milliseconds - so all greater than 5 seconds Then -- restart server Look for table called: ARS_TRACK_QUERIES (I think that is the name)... Look in there -- it will tell who when what how long it ran how many entries returned what ip address what client type and version Pretty sweet feature... (wish I would have thought of it originally) -John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Querys that kill my system
Oh, I finally got it - I was a little slow, though J David D. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Kelly Sent: Tuesday, September 18, 2012 8:46 AM To: arslist@ARSLIST.ORG Subject: Re: Querys that kill my system ** This is true But its still funny On Tue, Sep 18, 2012 at 6:41 AM, David Durling durl...@uga.edumailto:durl...@uga.edu wrote: ** Just to add for anyone who casually followed this didn't get it, John was joking and saying wouldn't it be nice if there were something like this, but: There is NOT an ars_track_long_queries or ars_track_long_queries_min_length for ar.cfg. Hope you don't mind me explicitly adding that, John - but I got a little confused in there... could imagine someone looking this up in the archives being frustrated when it didn't work... David David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Hiding 'resize handle' character fields on midtier
Jose ( Benny), Thanks, I finally tried “resize:none” and it seems to work well on my test server. Not sure if I’ll get cleared to put it on production since BMC won’t support it, but I might try – David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: Monday, June 04, 2012 5:35 PM To: arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier ** You can solve it with CSS with the next modifications: Go to the mozilla ARSystem CSS. midTierInstallDir\resources\moz\stylesheets\ARSystem.css And add the next parameter: resize: none to the next classes: textarea.text textarea.srhttp://textarea.sr textarea.dat textarea.readonly textarea.PopupEditor input.text input.currency input.decimal Let me know if it works. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: 01 June 2012 19:13 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier … Benny's suggestion about customizing CSS is an idea, but since it sounds like an upgrade might fix this, I'll probably leave it alone. -Original Message- From: David Durling Sent: Friday, June 01, 2012 11:15 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Hiding 'resize handle' character fields on midtier Hi all, Character fields on our Remedy forms when seen in browsers like Firefox and I think Chrome (not IE) show a little handle at the bottom right that you can drag to resize the field. … ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Hiding 'resize handle' character fields on midtier
Thanks, I can pass that on to my management J David From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén Sent: Tuesday, September 18, 2012 4:51 PM To: arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier ** A change like this on a CSS file has a minimal impact, and a minimal risk. Also it's very easy to rollback if any issue appears. Regards, Jose Manuel Huerta http://theremedyforit.com/ On Tue, Sep 18, 2012 at 8:52 PM, David Durling durl...@uga.edumailto:durl...@uga.edu wrote: ** Jose ( Benny), Thanks, I finally tried resize:none and it seems to work well on my test server. Not sure if I'll get cleared to put it on production since BMC won't support it, but I might try - David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: Monday, June 04, 2012 5:35 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier ** You can solve it with CSS with the next modifications: Go to the mozilla ARSystem CSS. midTierInstallDir\resources\moz\stylesheets\ARSystem.css And add the next parameter: resize: none to the next classes: textarea.text textarea.srhttp://textarea.sr textarea.dat textarea.readonly textarea.PopupEditor input.text input.currency input.decimal Let me know if it works. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: 01 June 2012 19:13 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier ... Benny's suggestion about customizing CSS is an idea, but since it sounds like an upgrade might fix this, I'll probably leave it alone. -Original Message- From: David Durling Sent: Friday, June 01, 2012 11:15 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Hiding 'resize handle' character fields on midtier Hi all, Character fields on our Remedy forms when seen in browsers like Firefox and I think Chrome (not IE) show a little handle at the bottom right that you can drag to resize the field. ... _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Querys that kill my system
Just another thing to check: Fast or list threads might need to be increased. When there aren't enough threads available, a single intensive query could hold up things pretty badly on the server (my experience is on 7.5). You could take a thread log to see if they're all used up; in 7.5 you can adjust threads via the Server Admin console; don't know about 7.1 nor whether that's advisable without a change window. David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of D Dussie Sent: Monday, September 17, 2012 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Querys that kill my system Hi Chris, We running into to this issue, ocassionally. It brings ours to crawl. What is your db? We are oracle on aix. 1. We know out heavy hitters, so user log help to find out who is on. Then 1 of 3 admins help to write their queries do they are more effiecient. 2. Precise, unix/db tool which can marry which aio/oracle process to explicit query. We can kill to job. 3. We are upgrading OEM ( oracle endpoint manager ) .. So this should provide same capability as Precise. 4. We constantly train, to prevent table search. 5. All else bounce application. Hopefully this helps, D __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS generational logging
Susan, As far as your comment about keeping logs running, maybe you know, but you can already do that on 7.5 by setting the Maximum Log-File Size in the Server Admin form. When looking at the files in that case, you have to keep in mind that when the max size is reached, it starts writing over at the top of the file. (At least that's behavior for us - I think we have Create Backup selected.) So you might have entries in the bottom part with timestamps before the top part - can be confusing if one doesn't keep that in mind. David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer Sent: Friday, August 17, 2012 6:44 PM To: arslist@ARSLIST.ORG Subject: Re: ARS generational logging ** That's more clear to me now. We're still at 7.5 so I guess we'll look at the next version that comes out for an upgrade hopefully next year. Thanks for the info Andrew and Ravi ! Susan On Fri, Aug 17, 2012 at 5:38 PM, Goodall, Andrew C ago...@jcp.commailto:ago...@jcp.com wrote: ** It is going to help so much in working with support. Can't tell you how many times a log has been unworkable or useless because it has rolled over itself due to the fixed size readable limit, even 0 limit will stop at 2gb - not that is readable/manageable anyway Max-Log-History: 3 Sql.log - current log Sql.001.log -- oldest generation Sql.002.log Sql.003.log -- latest generation /rolled log Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.comhttp://jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.orgmailto:arslist@arslist.org] On Behalf Of Susan Palmer Sent: Friday, August 17, 2012 5:21 PM To: arslist@arslist.orgmailto:arslist@arslist.org Subject: Re: ARS generational logging ** Hi Andrew, Not sure what 'generational' logging is. Are you referring to a rolling log, where you could set a max and then oldest entries drop off when the max size is reached to make room for new entries? That would be great to have some logs continually running for those unexpected times when you'd like to look at something that happened but the logs weren't on. Regards, Susan On Fri, Aug 17, 2012 at 10:16 AM, Goodall, Andrew C ago...@jcp.commailto:ago...@jcp.com wrote: ** I've been wanting generational logging in ARS for a long time. I just learned that is now available with a new ar.cghttp://ar.cg parameter Max-Log-History I don't know when this was implemented, maybe it was with 7.6.x but I wish BMC would have advertised this to admins or made this accessible on the Server Information Tab. e.g. Max-Log-History: 20 Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.comhttp://jcp.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: catch the email before it is deleted
Serouche, I'm on 7.5 also. I think the emails that error aren't kept for me often exceed the database field length for the subject or cc: or to: fields on the AR System Email Messages form itself. Just mentioning because if that's the case, you'll want to take that into consideration somehow in terms of getting the message into Remedy. (But I don't have an automated solution - in situations where I can, I have a copy in another mailbox that I can manually look at, as was mentioned. Often the message turns out to be spam, but not always.) David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Maniac Sent: Friday, July 13, 2012 9:30 AM To: arslist@ARSLIST.ORG Subject: Re: catch the email before it is deleted I am using ARS 7.5 patch 7 I have not the mentioned form The email is actually deleted, there is no trace of it anywhere I need a workflow to catch the mail before it is deleted I tried to read the file from disk with the Message Id provided by the Error logs but up to now, I am not succeeding On 7/12/2012 8:01 PM, Grooms, Frederick W wrote: Serouche, You didn't state what version ARS. The AR System Email Error Messages form was introduced in the 7.6.x version of ARS. Unless you have custom workflow the default escalation leaves inbound emails in the AR System Email Messages form for a couple of days before deleting them. The original email is an attachment on the Advanced Options - Attachment Alternatives tab Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: Thursday, July 12, 2012 12:05 PM To: arslist@ARSLIST.ORG Subject: Re: catch the email before it is deleted ** You should be able to find a form with name AR System Email Error Messages, which is an exact replica of AR System Email Messages form, with additional feature(button) to copy entry to AR System Email Messages form. If you do not find it you can re import this form from the def file in the email engine install folder. If I understand correctly you want to catch email errors and reprocess them as they occur without have to resend the email from end user. We have a similar things. We have monitors setup on Email log files and then this form AR System Email Error Messages. Anytime the monitor detects a new line or a new entry then we get alerted. Then we go to AR System Email Error Messages form and look for the error entry, correct the data and then click the button Copy To AR System Email Messages Form. It will create a regular entry in Email form and email engine will pick it up in the next pooling. -Original Message- On Thursday, July 12, 2012 3:02:09 AM UTC-7, Remedy Maniac wrote: ** I am concerned by incoming emails and I do not see any AR System Email Error Messages in my ARSystem installation -Original Message- On 7/12/2012 11:42 AM, Rajesh Nair wrote: ** if i am not wrong in arsystem email messages configuration form you have an option for setting outgoing mail do u want to delete or not if set to know the mail remains in the email message form even if there is error in transmitting it. if the option is NO and still the message gets deleted then you probably need to check for the workflow. -Original Message- On Thu, Jul 12, 2012 at 2:49 PM, Remedy Maniac remedy.man...@gmail.com wrote: i am thinking to that solution too. I already have a procedure to copy the email to disk before I give it to the email engine. But I'd like to build a workflow upon the error occurs So i'd like to have the email not being deleted from the Remedy database And to answer to Misi and Rajesh: - I was referring to emails that the email engine had already pulled, and not the one on the mail server where we have tons of copies of, - and looking into the logs didn't show me where to catch the email before the email engine deletes it. That would be cool if somebody would know and would share the knowledge It looks like that has something to do with the GUID of the email being generated or not ... cheers -Original Message- On 7/12/2012 10:55 AM, Gregory, Malcolm wrote: we set up a rule on the mailbox to copy the email to another folder in the mailbox on arrival, that way regardless of what the email engine did, we caught the email Cheers, Malcolm -Original Message- On 12/07/2012, at 6:10 PM, Remedy Maniac wrote: dear list, when an error occurs on email submission, the Email engine deletes the message and logs an entry in AR System Email Error Logs. I need to catch the email before it is deleted. Is there a (simple) way to do so? Any help would be appreciated. Best serouche __
Re: 7.6.04 - Question about re-using Login Id's
This has bothered me for a while: What do to if one is using AREA against a system that re-users usernames, and you want the Remedy username to match the external one, but then there is the potential for the problems mentioned below. There is a unique id for each account in the external system, of course - but not sure how I could leverage that. Any bright ideas? I suppose I could store the unique id in Remedy and do an ARDBC lookup after every login (would maybe have to set up an init-form to trigger the workflow on login) to see if it matches. If it doesn't match, create a new record retire the old, and use this record to stamp this unique id on any requests created by the user. But then how to allow-disallow access to the records? Not sure it's workable. Does anyone have a good way to handle this? David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, June 25, 2012 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's ** It would not be a EULA violation - as long as its not 2 physical individuals using the same ID at the same time, they are not breaking any EULA... However for reasons mentioned in the original post itself, this is a bad idea. Yes you will see all records since a lot within the system is referenced by the Login ID. Remedy does not have any other unique identifier that is actually used within searches to separate one login ID from the other in the event that you have two login ID's with the same value, one of which is retired and the other active.. So bottom-line, if a match is found, rename the new ID that needs to be created to something slightly different. Joe From: patrick zandimailto:remedy...@gmail.com Sent: Monday, June 25, 2012 3:07 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's ** Might be a EULA violation as well.. May want to check on that.. License violation. On Mon, Jun 25, 2012 at 3:04 PM, David M. Clark david.m.cl...@tn.govmailto:david.m.cl...@tn.gov wrote: ** Confirmed. Don't do that. For all the reasons you mention and more. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Monday, June 25, 2012 1:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: 7.6.04 - Question about re-using Login Id's ** Hello All, What is the general consensus regarding re use of login id's? My concern is this = Login ID User1 is used by an employee for 6 months. That employee leaves the company. Someone new gets hired, in a new support group, and our support center then reuses User1 as a login id. Now if an auditor queries for all data modified by 'last update user' = User1, they are going to get everything from both users who shared a login id, different data, different support groups, basically a mess - right? I seem to remember having the don't re-use login id's discussion in the past and the answer was don't do that - thoughts anyone? Thanks, Jase -- Patrick Zandi _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: 7.6.04 - Question about re-using Login Id's
Misi, That is interesting! Perhaps that could be run a couple of times a year, if I kept track of the IDs that have left in the meantime. What about the Submitter (field 2) if we're running with Submitter Locked? Would it be changeable? David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Friday, June 29, 2012 9:43 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's Hi, Maybe you can use RRR|LoginConv, which is a tool that we give away for free: https://www.rrr.se/cgi/tools/main#rrrLoginConv It can walk through every record of your system, and replace the old login name with a new one. It even handles Status-History, Diary-fields and row- level access control where you have specified login names in the 112/60xxx fields. When you are removing a login name, change it from peter to x1peter or something like that. In this way you can keep all historical data and still reuse a login name. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. This has bothered me for a while: What do to if one is using AREA against a system that re-users usernames, and you want the Remedy username to match the external one, but then there is the potential for the problems mentioned below. There is a unique id for each account in the external system, of course - but not sure how I could leverage that. Any bright ideas? I suppose I could store the unique id in Remedy and do an ARDBC lookup after every login (would maybe have to set up an init-form to trigger the workflow on login) to see if it matches. If it doesn't match, create a new record retire the old, and use this record to stamp this unique id on any requests created by the user. But then how to allow-disallow access to the records? Not sure it's workable. Does anyone have a good way to handle this? David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, June 25, 2012 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's ** It would not be a EULA violation - as long as its not 2 physical individuals using the same ID at the same time, they are not breaking any EULA... However for reasons mentioned in the original post itself, this is a bad idea. Yes you will see all records since a lot within the system is referenced by the Login ID. Remedy does not have any other unique identifier that is actually used within searches to separate one login ID from the other in the event that you have two login ID's with the same value, one of which is retired and the other active.. So bottom-line, if a match is found, rename the new ID that needs to be created to something slightly different. Joe From: patrick zandimailto:remedy...@gmail.com Sent: Monday, June 25, 2012 3:07 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's ** Might be a EULA violation as well.. May want to check on that.. License violation. On Mon, Jun 25, 2012 at 3:04 PM, David M. Clark david.m.cl...@tn.govmailto:david.m.cl...@tn.gov wrote: ** Confirmed. Don't do that. For all the reasons you mention and more. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Monday, June 25, 2012 1:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: 7.6.04 - Question about re-using Login Id's ** Hello All, What is the general consensus regarding re use of login id's? My concern is this = Login ID User1 is used by an employee for 6 months. That employee leaves the company. Someone new gets hired, in a new support group, and our support center then reuses User1 as a login id. Now if an auditor queries for all data modified by 'last update user' = User1, they are going to get everything from both users who shared a login id, different data, different support groups, basically a mess - right? I seem to remember having the don't re-use login id's discussion in the past and the answer was don't do that - thoughts anyone? Thanks, Jase -- Patrick Zandi _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_
Re: 7.6.04 - Question about re-using Login Id's
I understand, this is a lot of effort we're talking about; not sure I really want to do it. But it's not necessarily a minor issue if jdoe had access to semi-sensitive or at least personally-related info, leaves employment, then a year later another jdoe comes on board and inadvertently gains access to info they shouldn't see. On the other hand, perhaps this minor risk is worth it - just something I have to determine locally. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, June 29, 2012 9:54 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's I've never been a fan of changing data after the fact - the new person would most likely have a different PPL record number and the actual name may also be a bit different (different middle initial, etc). Most of the ticket info has names as well as login ID. I think we spend way too much time worrying about minor items and trying to devise elaborate work arounds - my response to the folks asking the questions is 'deal with it, there's more important things to worry about'. - Original Message - From: Misi Mladoniczky m...@rrr.se To: arslist@ARSLIST.ORG Sent: Friday, June 29, 2012 9:42:39 AM Subject: Re: 7.6.04 - Question about re-using Login Id's Hi, Maybe you can use RRR|LoginConv, which is a tool that we give away for free: https://www.rrr.se/cgi/tools/main#rrrLoginConv It can walk through every record of your system, and replace the old login name with a new one. It even handles Status-History, Diary-fields and row- level access control where you have specified login names in the 112/60xxx fields. When you are removing a login name, change it from peter to x1peter or something like that. In this way you can keep all historical data and still reuse a login name. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. This has bothered me for a while: What do to if one is using AREA against a system that re-users usernames, and you want the Remedy username to match the external one, but then there is the potential for the problems mentioned below. There is a unique id for each account in the external system, of course - but not sure how I could leverage that. Any bright ideas? I suppose I could store the unique id in Remedy and do an ARDBC lookup after every login (would maybe have to set up an init-form to trigger the workflow on login) to see if it matches. If it doesn't match, create a new record retire the old, and use this record to stamp this unique id on any requests created by the user. But then how to allow-disallow access to the records? Not sure it's workable. Does anyone have a good way to handle this? David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, June 25, 2012 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's ** It would not be a EULA violation - as long as its not 2 physical individuals using the same ID at the same time, they are not breaking any EULA... However for reasons mentioned in the original post itself, this is a bad idea. Yes you will see all records since a lot within the system is referenced by the Login ID. Remedy does not have any other unique identifier that is actually used within searches to separate one login ID from the other in the event that you have two login ID's with the same value, one of which is retired and the other active.. So bottom-line, if a match is found, rename the new ID that needs to be created to something slightly different. Joe From: patrick zandimailto:remedy...@gmail.com Sent: Monday, June 25, 2012 3:07 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's ** Might be a EULA violation as well.. May want to check on that.. License violation. On Mon, Jun 25, 2012 at 3:04 PM, David M. Clark david.m.cl...@tn.govmailto:david.m.cl...@tn.gov wrote: ** Confirmed. Don't do that. For all the reasons you mention and more. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Monday, June 25, 2012 1:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: 7.6.04 - Question about re-using Login Id's
Re: 7.6.04 - Question about re-using Login Id's
I know what you mean, but perhaps our more sensitive systems have something in place - retiring access to records when a person leaves, or additional security questions to access sensitive data, maybe something else. I'm not tied in to the central administrative computing stuff, so... maybe something for me to look at. Or change to unique Remedy ids. Or determine it's not worth the worry. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, June 29, 2012 10:56 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's If an environment is re-using logins in general - how sensitive can the data from one jdoe to the next be? Guess It's just the hillbilly in me that doesn't have an appreciation for all this hidden data stuff. - Original Message - From: David Durling durl...@uga.edu To: arslist@ARSLIST.ORG Sent: Friday, June 29, 2012 10:07:11 AM Subject: Re: 7.6.04 - Question about re-using Login Id's I understand, this is a lot of effort we're talking about; not sure I really want to do it. But it's not necessarily a minor issue if jdoe had access to semi-sensitive or at least personally-related info, leaves employment, then a year later another jdoe comes on board and inadvertently gains access to info they shouldn't see. On the other hand, perhaps this minor risk is worth it - just something I have to determine locally. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, June 29, 2012 9:54 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's I've never been a fan of changing data after the fact - the new person would most likely have a different PPL record number and the actual name may also be a bit different (different middle initial, etc). Most of the ticket info has names as well as login ID. I think we spend way too much time worrying about minor items and trying to devise elaborate work arounds - my response to the folks asking the questions is 'deal with it, there's more important things to worry about'. - Original Message - From: Misi Mladoniczky m...@rrr.se To: arslist@ARSLIST.ORG Sent: Friday, June 29, 2012 9:42:39 AM Subject: Re: 7.6.04 - Question about re-using Login Id's Hi, Maybe you can use RRR|LoginConv, which is a tool that we give away for free: https://www.rrr.se/cgi/tools/main#rrrLoginConv It can walk through every record of your system, and replace the old login name with a new one. It even handles Status-History, Diary-fields and row- level access control where you have specified login names in the 112/60xxx fields. When you are removing a login name, change it from peter to x1peter or something like that. In this way you can keep all historical data and still reuse a login name. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. This has bothered me for a while: What do to if one is using AREA against a system that re-users usernames, and you want the Remedy username to match the external one, but then there is the potential for the problems mentioned below. There is a unique id for each account in the external system, of course - but not sure how I could leverage that. Any bright ideas? I suppose I could store the unique id in Remedy and do an ARDBC lookup after every login (would maybe have to set up an init-form to trigger the workflow on login) to see if it matches. If it doesn't match, create a new record retire the old, and use this record to stamp this unique id on any requests created by the user. But then how to allow-disallow access to the records? Not sure it's workable. Does anyone have a good way to handle this? David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, June 25, 2012 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 - Question about re-using Login Id's ** It would not be a EULA violation - as long as its not 2 physical individuals using the same ID at the same time, they are not breaking any EULA... However for reasons mentioned in the original post itself, this is a bad idea. Yes you will see all records since a lot within the system is referenced by the Login ID. Remedy does not have any other unique identifier
Resolved: RE: mutiple addresses for one user account
Thanks everyone who replied, I was able to test yesterday and see that for us, either separator (comma or semicolon) worked, as you say. David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ITSM.Support Sent: Friday, June 15, 2012 10:08 AM To: arslist@ARSLIST.ORG Subject: Re: mutiple addresses for one user account ** Hi, It allows adding multiple email ID's in TO, CC, BCC Field even if the length exceeds 255 characters. A semicolon (;) OR a comma (,) can be specified as separators between two Email ID's, blank space is not allowed. In case of blank space, it gives error message as Illegal white space in address (Severe Error) If you want to use different separators which are not allowed you can use workflow and replace this separator with the separator which is allowed and push the addresses directly to email message form. Warm Regards, ITSM Support Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: i...@vyomlabs.commailto:i...@vyomlabs.com || Web Site: www.vyomlabs.comhttp://www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, June 13, 2012 9:45 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: mutiple addresses for one user account Do any of you rely on the Email field on the User record allowing you to list multiple addresses? address1@fakeaddress, address2@fakeaddress (or maybe other separator like ;) I don't see a mention of it in the docs, but it seems to work on test. I don't want to reply on it if it's not an expected behavior, though. The reason: I need for a particular notice to some addresses to be sent as one email, not separate ones for each user. David Durling Enterprise IT Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
mutiple addresses for one user account
Do any of you rely on the Email field on the User record allowing you to list multiple addresses? address1@fakeaddress, address2@fakeaddress (or maybe other separator like ;) I don't see a mention of it in the docs, but it seems to work on test. I don't want to reply on it if it's not an expected behavior, though. The reason: I need for a particular notice to some addresses to be sent as one email, not separate ones for each user. David Durling Enterprise IT Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: mutiple addresses for one user account
Sorry: ARS 7.5, patch 007 Solaris David D. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, June 13, 2012 12:15 PM To: arslist@ARSLIST.ORG Subject: mutiple addresses for one user account Do any of you rely on the Email field on the User record allowing you to list multiple addresses? address1@fakeaddress, address2@fakeaddress (or maybe other separator like ;) I don't see a mention of it in the docs, but it seems to work on test. I don't want to reply on it if it's not an expected behavior, though. The reason: I need for a particular notice to some addresses to be sent as one email, not separate ones for each user. David Durling Enterprise IT Services University of Georgia __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: mutiple addresses for one user account
Thanks for the caution - this is actually just 2 mailing list addresses, so managing addresses shouldn't be a problem in this instance. (If I don't use the same message to mail the lists, people signed up for both lists will receive 2 messages.) David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, June 13, 2012 12:29 PM To: arslist@ARSLIST.ORG Subject: Re: mutiple addresses for one user account In these situations we use email distribution lists maintained in Exchange instead of having them listed anywhere in Remedy. I don't see why it wouldn't work, since the email engine is just passing onto SMTP or whatever and properly formatted lists of email addresses should work. I would just caution you that you may not want to be responsible for maintaining those lists in Remedy rather than Exchange. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, June 13, 2012 11:15 AM To: arslist@ARSLIST.ORG Subject: mutiple addresses for one user account Do any of you rely on the Email field on the User record allowing you to list multiple addresses? address1@fakeaddress, address2@fakeaddress (or maybe other separator like ;) I don't see a mention of it in the docs, but it seems to work on test. I don't want to reply on it if it's not an expected behavior, though. The reason: I need for a particular notice to some addresses to be sent as one email, not separate ones for each user. David Durling Enterprise IT Services University of Georgia __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: mutiple addresses for one user account
Thanks, good to know that in case it comes up. David D. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Wednesday, June 13, 2012 12:45 PM To: arslist@ARSLIST.ORG Subject: Re: mutiple addresses for one user account There was a bug with the Notify processes within the AR System. I think it's still in 7.6.04. You can have a large character filed for the To: on your form. The To: field on the AR System Email messages form is also large character field. However a bug in the Notification workflow trims the data to 256 characters. So if your combined email addresses in the To:, CC: or BCC: are longer than 256 characters, they will get trimmed to 256 characters when they hit the AR System Email Messages form. The work around is to push directly to the AR System Email Messages form. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, June 13, 2012 12:29 PM To: arslist@ARSLIST.ORG Subject: Re: mutiple addresses for one user account In these situations we use email distribution lists maintained in Exchange instead of having them listed anywhere in Remedy. I don't see why it wouldn't work, since the email engine is just passing onto SMTP or whatever and properly formatted lists of email addresses should work. I would just caution you that you may not want to be responsible for maintaining those lists in Remedy rather than Exchange. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, June 13, 2012 11:15 AM To: arslist@ARSLIST.ORG Subject: mutiple addresses for one user account Do any of you rely on the Email field on the User record allowing you to list multiple addresses? address1@fakeaddress, address2@fakeaddress (or maybe other separator like ;) I don't see a mention of it in the docs, but it seems to work on test. I don't want to reply on it if it's not an expected behavior, though. The reason: I need for a particular notice to some addresses to be sent as one email, not separate ones for each user. David Durling Enterprise IT Services University of Georgia __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Scroll Bar randomly appearing in Character Fields on INC form
Firefox 13.0 was recently released, and that's where we're seeing it (image attached). Is that what you're experiencing? We are on ARS 7.5 patch 007, and were going to try patch 008 to see if it fixes it. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Friday, June 08, 2012 1:48 PM To: arslist@ARSLIST.ORG Subject: Scroll Bar randomly appearing in Character Fields on INC form ** Hello All, 7.6.04 SP2 Windows Today we are having a very strange issue that I've never seen before in 7.6.04 SP2. Scroll Bars are appearing randomly in the 'Summary' field on the Incident form... and in one other custom field we added on the INC form. The only trend I've noticed is that if you enter data in that field... as soon as the data length exceeds the keystrokes DISPLAYED in the field, the scroll bar appears. Ex. Summary is a 0 length char field in our environment, but... 33 chars are displayed in the field unless you expend the select box. When I add the 34th keystroke... BAM.. Scrollbar appears has anyone else seen this? I am beyond perplexed. I've flushed the web cache which seemed to help for a few mins, but then the issue returns immediately. We've made no changes to these forms in months and this just started happening today. Thoughts? Ideas? Thanks in advance to all. Thanks, Jase _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are attachment: scrollbar_issue.png
Re: Scroll Bar randomly appearing in Character Fields on INC form
I'm told FF 14 beta has the issue, too. David D. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Friday, June 08, 2012 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Scroll Bar randomly appearing in Character Fields on INC form ** Hi David - EXACTLY! FF13 is causing the issue. I'm going to try to download FF 12 during the interim and see if that helps. Thanks, Jase On Fri, Jun 8, 2012 at 1:54 PM, David Durling durl...@uga.edumailto:durl...@uga.edu wrote: ** Firefox 13.0 was recently released, and that's where we're seeing it (image attached). Is that what you're experiencing? We are on ARS 7.5 patch 007, and were going to try patch 008 to see if it fixes it. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Friday, June 08, 2012 1:48 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Scroll Bar randomly appearing in Character Fields on INC form ** Hello All, 7.6.04 SP2 Windows Today we are having a very strange issue that I've never seen before in 7.6.04 SP2. Scroll Bars are appearing randomly in the 'Summary' field on the Incident form... and in one other custom field we added on the INC form. The only trend I've noticed is that if you enter data in that field... as soon as the data length exceeds the keystrokes DISPLAYED in the field, the scroll bar appears. Ex. Summary is a 0 length char field in our environment, but... 33 chars are displayed in the field unless you expend the select box. When I add the 34th keystroke... BAM.. Scrollbar appears has anyone else seen this? I am beyond perplexed. I've flushed the web cache which seemed to help for a few mins, but then the issue returns immediately. We've made no changes to these forms in months and this just started happening today. Thoughts? Ideas? Thanks in advance to all. Thanks, Jase _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Scroll Bar randomly appearing in Character Fields on INC form
What I didn't say was that support said this was fixed in patch 008 for 7.5, so maybe SP3 for you would work for you. I do see a bug fix listed in the patch 008 bulletin mentioning something like this, but with tree tables - so I'm not sure yet if patch 008 will do the job. David D. From: David Durling Sent: Friday, June 08, 2012 2:00 PM To: arslist@ARSLIST.ORG Subject: RE: Scroll Bar randomly appearing in Character Fields on INC form I'm told FF 14 beta has the issue, too. David D. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Friday, June 08, 2012 1:59 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Scroll Bar randomly appearing in Character Fields on INC form ** Hi David - EXACTLY! FF13 is causing the issue. I'm going to try to download FF 12 during the interim and see if that helps. Thanks, Jase On Fri, Jun 8, 2012 at 1:54 PM, David Durling durl...@uga.edumailto:durl...@uga.edu wrote: ** Firefox 13.0 was recently released, and that's where we're seeing it (image attached). Is that what you're experiencing? We are on ARS 7.5 patch 007, and were going to try patch 008 to see if it fixes it. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon Sent: Friday, June 08, 2012 1:48 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Scroll Bar randomly appearing in Character Fields on INC form ** Hello All, 7.6.04 SP2 Windows Today we are having a very strange issue that I've never seen before in 7.6.04 SP2. Scroll Bars are appearing randomly in the 'Summary' field on the Incident form... and in one other custom field we added on the INC form. The only trend I've noticed is that if you enter data in that field... as soon as the data length exceeds the keystrokes DISPLAYED in the field, the scroll bar appears. Ex. Summary is a 0 length char field in our environment, but... 33 chars are displayed in the field unless you expend the select box. When I add the 34th keystroke... BAM.. Scrollbar appears has anyone else seen this? I am beyond perplexed. I've flushed the web cache which seemed to help for a few mins, but then the issue returns immediately. We've made no changes to these forms in months and this just started happening today. Thoughts? Ideas? Thanks in advance to all. Thanks, Jase _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Case Insensitive FTS
I don't know how it does it, but the Form App Objects Guide (for 7.5) does state that automatic complete is case insensitive by default, and that's the way it works for us, even without FTS (on Oracle, too). David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Friday, June 08, 2012 1:13 PM To: arslist@ARSLIST.ORG Subject: Case Insensitive FTS ITSM 764sp2 Maybe its Friday and I am not seeing the obvious Trying to figure why some fields that have a menu attached and are configured for Auto Complete work case insensitive. We are running on Oracle, which is case sensitive, and using the FTS product. But there are some certain fields that are not marked for FTS but menus attached to those fields allow for case insenstive searches. For example, OOTB, the Template field on the Incident form. A user can type a partial match using any case and the Auto Complete produces results. When I look at the underlying field on the Incident Template form it is not marked as an FTS field. If open the underlying form and search using the Template name field, the search is case sensitive. So how does the Auto Complete allow for case insensitive matching? Thank you Frank __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Production changes (spin-off of RE: Effects of flushing midtier cache)
Hi, a follow-up question on this old thread: Would you all consider exporting a def file from a production system something that should be done in a change window? Are there risks or possible performance issues associated with this? Thanks, David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Wednesday, April 04, 2012 1:23 PM To: arslist@ARSLIST.ORG Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier cache) I'm not intimately familiar with what adding groups, regardless of the usage of the group, doesbut it's my understanding that it causes some sort of re- caching to happen at the server level -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Wednesday, April 04, 2012 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier cache) LJ, Thanks for your response. How about adding groups that aren't used for permissions (except dynamically in field 112 or dynamic group fields)? Even adding a notification group should be considered an off-hours change? Thanks, David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, April 02, 2012 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier cache) David, In general, I have always considered making changes in production to be either a scheduled situation, or an emergency thing. Any change going to production needs to first be developed in Dev, moved to Test via standard procedures, tested in test to ensure the functionality is working properlythen moved to Prod in the same manner it was moved to Testso this essentially means that you are never using Dev Studio in Test/Prod with exception of importing already developed stuff. Adding users is standard operating proceduresbut adding groups should not be as that causes re-caching of stuff on the server as well...it's almost analogous to doing code changes (but not 100% the same). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, March 26, 2012 2:58 PM To: arslist@ARSLIST.ORG Subject: Production changes (spin-off of RE: Effects of flushing midtier cache) Joe brought up an issue I already had questions relating to, being: what workflow IS okay to change on a production AR server during production hours? For instance, if I have an app on a production box that is being tested by users and is not itself production, am I endangering other things on production by making changes to it during production hours? (Besides flushing the mid tier cache, that is.) Or do people have categories of changes - like rewording text in an email filter or on a form, or adding an item to a character menu - that they consider have an acceptable level of risk to do during normal hours? Or is it standard to just not touch anything with Developer Studio unless it's an emergency or a change window? Related question: Are updating groups or using the Data Import tool (on a reasonable, limited basis) considered normal production procedures? Thanks for any insights on this, David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 26, 2012 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: Effects of flushing midtier cache When would you need to flush cache? The obvious answer is when there is a workflow change on production.. Changes to workflow are done whenever there is need for code change for enhancement or bug fixes.. The general industry practice is to manage these changes in a change window, where there is a scheduled outage, which is typically scheduled on weekends or the least productive hours of an organization. So cache should be flushed during these changes. That being said, there may be emergency changes that were a result of a part or whole system being rendered unusable pending that change. On such an event it would be ok to flush your cache after fixing whatever the problem/bug/enhancement was. Yes flushing cache during production hours may cause a brief negative impact on users using the system at the time of the change. Joe -Original Message- From: David Durling Sent: Monday, March 26, 2012 3:48 PM Newsgroups
Re: Support - An open letter to BMC - surveys?
I've received several surveys. (I admit I've only responded to some, though.) David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Tuesday, June 05, 2012 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC - surveys? On a separate but related note... On the ending sign off of all bmc support emails I receive it states: Customer feedback is very important to BMC Support and you may receive a survey request on this issue. I would appreciate your response to this survey based on the handling of this specific incident as your feedback is important to BMC Support and is used to assess my performance. But I have never received a survey, since the creation of my support id, BMC have closed 257 issues from me. Has anyone received one of these surveys? I was thinking that in the course of opening 250+ issues you think I might have received 1 survey :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of pritch Sent: Tuesday, June 05, 2012 10:10 AM To: arslist@arslist.org Subject: Re: Support - An open letter to BMC We're kind of tied into having to pay for support in order to be able to get patches and upgrades. So they have us by the . There's absolutely no incentive (negative or positive) to improving their support. - Original Message - From: Warren R. Baltimore II warrenbaltim...@gmail.com To: arslist@ARSLIST.ORG Sent: Tuesday, June 5, 2012 11:02:11 AM Subject: Re: Support - An open letter to BMC ** And there lies the problem. If we don't pay support, we lose so much. As consumers of this product, we are between the proverbial Rock and a Hard Spot! On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg john.sundb...@kineticdata.com wrote: ** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!. So - question is -- how do you make it hurt the pocketbook? -John On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Perhaps a good alternative would be if BMC somehow made a volunteer- based support forum that could take the place of their offshore support. They could somehow anonymize the contact data to where you don’t actually know who the person you are dealing with is, and they could use this new gamification trend to pay the volunteers based on what happens. For example, pay a small fee to people who resolve a certain type of issue quickly by leveraging the knowledge base. You get paid more if you solve an issue that isn’t in the knowledge base and you submit a knowledge base entry that is approved by a BMC technical rep of some sort. Identifying new defects in the product (also requiring a technical approval) results in a certain amount of pay, while solving that defect with a working hotfix results in a larger amount. There would also be customer support surveys like BMC used to do, which would also be used as a factor in how much the individual makes (which should also ensure the person working on the issue is timely and courteous.) This would allow BMC to mostly get rid of Tier 1 for web-based non-critical tickets, and it would get them access to better people who may otherwise have day jobs that just want to solve issues for a bit of extra cash after hours. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II Sent: Tuesday, June 05, 2012 7:43 AM To: arslist@ARSLIST.ORG Subject: Support - An open letter to BMC ** Once again, I have submitted a ticket that has an abundance of information regarding my problem. It lists the ARS version and patch It lists the Server type and OS It lists the Db and version It gives a succinct description of the issue I then received a response almost 45 minutes later (which I was quite pleased with! Quick Turn around!) After reading the response, I was tempted to buy a ticket to wherever the hell support was and deliver my feelings in person! Response follows: Hi Warren, Thank you for contacting BMC Remedy Support. Our goal at BMC is to provide you with an excellent customer service experience. If for any reason you feel this issue is not progressing properly, please discuss it with me or feel free to contact our Support Manager * at @ bmc .com I am ** and I shall be assisting you with this issue. This mail is regarding Issue ISS03967224with issue summary as: I am unable to search for a join of 3 forms utilizing the Request ID field
Re: Production changes (spin-off of RE: Effects of flushing midtier cache)
So for one of our more complicated forms, I'd probably keep exports down to 500 objects by exporting active links filters separately. Maybe that should do it. Thanks, David From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Tuesday, June 05, 2012 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier cache) ** Good point :) Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org]mailto:[mailto:arslist@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, June 05, 2012 9:23 AM To: arslist@arslist.orgmailto:arslist@arslist.org Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier cache) ** True, Andrew, but it will still be tying up the Admin thread. Rick On Jun 5, 2012 10:21 AM, Goodall, Andrew C ago...@jcp.commailto:ago...@jcp.com wrote: Exporting - no, not to my knowledge. Ideally your admin ARS server should not be forward facing to end users anyway. Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.commailto:ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.comhttp://jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.orgmailto:arslist@arslist.org] On Behalf Of David Durling Sent: Tuesday, June 05, 2012 9:18 AM To: arslist@arslist.orgmailto:arslist@arslist.org Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier cache) Hi, a follow-up question on this old thread: Would you all consider exporting a def file from a production system something that should be done in a change window? Are there risks or possible performance issues associated with this? Thanks, David Durling University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Hiding 'resize handle' character fields on midtier
Hi all, Character fields on our Remedy forms when seen in browsers like Firefox and I think Chrome (not IE) show a little handle at the bottom right that you can drag to resize the field. Here's a link with a discussion about the handles and a screenshot to show what I mean: http://www.electrictoolbox.com/disable-textarea-resizing-safari-chrome/ I've had complaints/questions about that, since it appears on all character fields regardless of size, and maybe the users expect the other fields to dynamically wrap around the resized field - which is not what happens. This also looks bad if you have a display field with Display as Text set to True - there's no box, but just the handle sitting out there. Is there a way to configure the form fields or AR System to tell the browser not to display these handles? AR System and midtier 7.5 patch 007, tomcat/apache Thanks, David --- David Durling Enterprise IT Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Hiding 'resize handle' character fields on midtier
Thanks, Joe, I tried changing that (it was on the view properties - the only view, so I got the right one), flushed midtier cache, but they're still there. I notice the resize handles are seen on BMC's support site when you view your tickets. Maybe that's just the way it works. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, June 01, 2012 11:29 AM To: arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier I didn't know this was even a feature supported by the mid-tier.. Try changing the 'Layout Editable by User' to False on the Appearance attributes section of the form properties, and see if that makes a difference.. Joe -Original Message- From: David Durling Sent: Friday, June 01, 2012 11:15 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Hiding 'resize handle' character fields on midtier Hi all, Character fields on our Remedy forms when seen in browsers like Firefox and I think Chrome (not IE) show a little handle at the bottom right that you can drag to resize the field. Here's a link with a discussion about the handles and a screenshot to show what I mean: http://www.electrictoolbox.com/disable-textarea-resizing-safari-chrome/ I've had complaints/questions about that, since it appears on all character fields regardless of size, and maybe the users expect the other fields to dynamically wrap around the resized field - which is not what happens. This also looks bad if you have a display field with Display as Text set to True - there's no box, but just the handle sitting out there. Is there a way to configure the form fields or AR System to tell the browser not to display these handles? AR System and midtier 7.5 patch 007, tomcat/apache Thanks, David --- David Durling Enterprise IT Services University of Georgia __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Hiding 'resize handle' character fields on midtier
I just now tried the Firefox 13.0 beta as well as 12.0 and still see the handles, so it's probably something they changed with ARS 7.6.x. Benny's suggestion about customizing CSS is an idea, but since it sounds like an upgrade might fix this, I'll probably leave it alone. Thanks, everybody! David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, June 01, 2012 1:56 PM To: arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier David, I just tried it on ARS 7.6.03 and Firefox 13.0 (latest version). I do not see the expand handle that you described. Joe -Original Message- From: Grooms, Frederick W Sent: Friday, June 01, 2012 12:17 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier I see it in BMC's SupportWeb with Firefox, but I don't see it on our local Mid- Tier pages so maybe it is a 7.5 thing. Our Mid-Tier is 7.6.04 (SP2) on Linux using Apache/Tomcat Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Friday, June 01, 2012 11:01 AM To: arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier Thanks, Joe, I tried changing that (it was on the view properties - the only view, so I got the right one), flushed midtier cache, but they're still there. I notice the resize handles are seen on BMC's support site when you view your tickets. Maybe that's just the way it works. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Friday, June 01, 2012 11:29 AM To: arslist@ARSLIST.ORG Subject: Re: Hiding 'resize handle' character fields on midtier I didn't know this was even a feature supported by the mid-tier.. Try changing the 'Layout Editable by User' to False on the Appearance attributes section of the form properties, and see if that makes a difference.. Joe -Original Message- From: David Durling Sent: Friday, June 01, 2012 11:15 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Hiding 'resize handle' character fields on midtier Hi all, Character fields on our Remedy forms when seen in browsers like Firefox and I think Chrome (not IE) show a little handle at the bottom right that you can drag to resize the field. Here's a link with a discussion about the handles and a screenshot to show what I mean: http://www.electrictoolbox.com/disable-textarea-resizing-safari-chrome / I've had complaints/questions about that, since it appears on all character fields regardless of size, and maybe the users expect the other fields to dynamically wrap around the resized field - which is not what happens. This also looks bad if you have a display field with Display as Text set to True - there's no box, but just the handle sitting out there. Is there a way to configure the form fields or AR System to tell the browser not to display these handles? AR System and midtier 7.5 patch 007, tomcat/apache Thanks, David --- David Durling Enterprise IT Services University of Georgia __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Differences of configuration between development and production servers
Jose, Maybe this is included in your statement about making all admin passwords the same: I'd suggest that any people that use both systems (admins, developers) have different passwords on each system. I even made my login name different on the two. The purpose for me is to help avoid confusion as to which system I'm on - and possibly prevent logging into both at the same time (user tool). David From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, May 23, 2012 5:58 PM To: arslist@ARSLIST.ORG Subject: Re: Differences of configuration between development and production servers ** I like to have Object Modification Log enabled on production as well. It helps to research unauthorized changes. I also keep the Save Definition Files turned on in production in case we need to backout that unauthorized changes. I usually create a group for client side logging for all environments. Then I just put people in that group as needed. Jason On Wed, May 23, 2012 at 3:48 AM, Jose Huerta jose.hue...@sm2baleares.esmailto:jose.hue...@sm2baleares.es wrote: ** Hi listers, I'm preparing a post for my blog (theremedyforit.comhttp://theremedyforit.com) about the differences between a development server and a production servers in terms of configuration. I'm talking about something like: On DEV: - Allow unqualified searches - Development Cache Mode - Record Object Relationships - Client-side logging group to a wide-spread group - Object Modification log enabled - Save definition files - Same password for all admin accounts (Demo, AppAdmin, Mid-tier password, etc.) On PROD: - Buffer logging lines Do you have any recommendation about it? Thanks! Jose M. Huerta Project Manager Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi http://www.sm2baleares.es/ Edificio SM2 Parc Bithttp://www.sm2baleares.es/ 07121 Palma de Mallorcahttp://www.sm2baleares.es/ http://www.sm2baleares.es/ La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato.http://www.sm2baleares.es/ P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario.http://www.sm2baleares.es/ http://www.sm2baleares.es/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ http://www.sm2baleares.es/ http://www.sm2baleares.es/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ http://www.sm2baleares.es/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Changing From field of Remedy Email notification
Kali, The From and Reply-To addresses can be set in Developer Studio in the filter(s) that send the notices. You could create copies of the filter(s) with the different addresses for different conditions, while retaining the original but disabling it. If you're using ITSM or another prepackaged app I don't have any specific knowledge of that, though. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kali Obsum Sent: Thursday, May 10, 2012 6:28 AM To: arslist@ARSLIST.ORG Subject: Changing From field of Remedy Email notification ** Hi, In the Email Mailbox Configuration form, you can define the From email add and display name that Remedy outgoing email messages will use. However, we currently have a requirement to have Email notifications tickets which satisfy a certain criteria to reflect that it came from a certain email address. Is there a place where this could be configured? Can we have the same notification event (Incident Creation) but different notification settings based on the ticket details? Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: 764 User Tool Delay
I've seen the same thing with the 7.5 patch 007 user tool, and one of our units considered it a bug and downgraded back to a 6.x client - it appears related to the version of the user tool. I wonder if all of the newer clients exhibit this behavior? David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, May 08, 2012 10:17 AM To: arslist@ARSLIST.ORG Subject: 764 User Tool Delay ARS 764 sp2 User Tool 764 sp3 We can log in quickly and access all the non ITSM specific forms using the User Tool without issue: people, support, locations, organizations,etc. We will be using the User Tool for foundation data maintenance only. However, we are finding that if left idle for a few minutes, there is a roughly 60 second delay when reconnecting. For example, run a query displaying all support groups, toggle to another application, return to the user tool after a few minutes and it will lock up for about a minute. User does not have to log back in but just wait for the system to come back. This does not happen in the midtier. Any thoughts? Thank you. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: 764 User Tool Delay
I'll add that, in our case, the hang/delay seems to occur more like after 30 minutes of inactivity (not sure how much) - I think not just after a few minutes. This is against a 7.5 server, custom apps. David -Original Message- From: David Durling Sent: Tuesday, May 08, 2012 10:21 AM To: arslist@ARSLIST.ORG Subject: RE: 764 User Tool Delay I've seen the same thing with the 7.5 patch 007 user tool, and one of our units considered it a bug and downgraded back to a 6.x client - it appears related to the version of the user tool. I wonder if all of the newer clients exhibit this behavior? David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, May 08, 2012 10:17 AM To: arslist@ARSLIST.ORG Subject: 764 User Tool Delay ARS 764 sp2 User Tool 764 sp3 We can log in quickly and access all the non ITSM specific forms using the User Tool without issue: people, support, locations, organizations,etc. We will be using the User Tool for foundation data maintenance only. However, we are finding that if left idle for a few minutes, there is a roughly 60 second delay when reconnecting. For example, run a query displaying all support groups, toggle to another application, return to the user tool after a few minutes and it will lock up for about a minute. User does not have to log back in but just wait for the system to come back. This does not happen in the midtier. Any thoughts? Thank you. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: 764 User Tool Delay
Joe, Thanks, but my home folder is local to my PC, so that appears not to be the issue. Though the connection does may be getting otherwise dropped - David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Tuesday, May 08, 2012 10:28 AM To: arslist@ARSLIST.ORG Subject: Re: 764 User Tool Delay I can't say I have noticed this.. Another thought I just had is.. where do you have your AR System home folder?? A network share? Does the network 'drop' the share connectivity when not in use? That could explain why it is taking those few moments. If you have your home on a network share, try changing that and see if it makes a difference.. Joe -Original Message- From: David Durling Sent: Tuesday, May 08, 2012 10:20 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: 764 User Tool Delay I've seen the same thing with the 7.5 patch 007 user tool, and one of our units considered it a bug and downgraded back to a 6.x client - it appears related to the version of the user tool. I wonder if all of the newer clients exhibit this behavior? David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, May 08, 2012 10:17 AM To: arslist@ARSLIST.ORG Subject: 764 User Tool Delay ARS 764 sp2 User Tool 764 sp3 We can log in quickly and access all the non ITSM specific forms using the User Tool without issue: people, support, locations, organizations,etc. We will be using the User Tool for foundation data maintenance only. However, we are finding that if left idle for a few minutes, there is a roughly 60 second delay when reconnecting. For example, run a query displaying all support groups, toggle to another application, return to the user tool after a few minutes and it will lock up for about a minute. User does not have to log back in but just wait for the system to come back. This does not happen in the midtier. Any thoughts? Thank you. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: 764 User Tool Delay
Thanks Jason, I see the issue on my 32 bit Win XP, so that seems to not be the issue. Thanks Misi, I'll check on the firewall, but I wonder why the versions of the WUT would make a difference. Perhaps the 6.x clients check back with the server more frequently? David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Tuesday, May 08, 2012 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: 764 User Tool Delay Hi, This kind of symptom typically has to do with a firewall timeout. Check if you have something like that between the client and the server. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Are these 64 bit computers? After 7.1 WUT tends to hang on 64 bit Windows (and it is not supported). Some versions/patches more than others. There are a few compatibility setting that help greatly. I don't have them handy at the moment but they are in the List's archives. I have not noticed the time relationship like you mention so maybe this is something else altogether? Jason On May 8, 2012 7:29 AM, David Durling durl...@uga.edu wrote: I'll add that, in our case, the hang/delay seems to occur more like after 30 minutes of inactivity (not sure how much) - I think not just after a few minutes. This is against a 7.5 server, custom apps. David -Original Message- From: David Durling Sent: Tuesday, May 08, 2012 10:21 AM To: arslist@ARSLIST.ORG Subject: RE: 764 User Tool Delay I've seen the same thing with the 7.5 patch 007 user tool, and one of our units considered it a bug and downgraded back to a 6.x client - it appears related to the version of the user tool. I wonder if all of the newer clients exhibit this behavior? David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, May 08, 2012 10:17 AM To: arslist@ARSLIST.ORG Subject: 764 User Tool Delay ARS 764 sp2 User Tool 764 sp3 We can log in quickly and access all the non ITSM specific forms using the User Tool without issue: people, support, locations, organizations,etc. We will be using the User Tool for foundation data maintenance only. However, we are finding that if left idle for a few minutes, there is a roughly 60 second delay when reconnecting. For example, run a query displaying all support groups, toggle to another application, return to the user tool after a few minutes and it will lock up for about a minute. User does not have to log back in but just wait for the system to come back. This does not happen in the midtier. Any thoughts? Thank you. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ ___ __ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Production changes (spin-off of RE: Effects of flushing midtier cache)
LJ, Thanks for your response. How about adding groups that aren't used for permissions (except dynamically in field 112 or dynamic group fields)? Even adding a notification group should be considered an off-hours change? Thanks, David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, April 02, 2012 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier cache) David, In general, I have always considered making changes in production to be either a scheduled situation, or an emergency thing. Any change going to production needs to first be developed in Dev, moved to Test via standard procedures, tested in test to ensure the functionality is working properlythen moved to Prod in the same manner it was moved to Testso this essentially means that you are never using Dev Studio in Test/Prod with exception of importing already developed stuff. Adding users is standard operating proceduresbut adding groups should not be as that causes re-caching of stuff on the server as well...it's almost analogous to doing code changes (but not 100% the same). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, March 26, 2012 2:58 PM To: arslist@ARSLIST.ORG Subject: Production changes (spin-off of RE: Effects of flushing midtier cache) Joe brought up an issue I already had questions relating to, being: what workflow IS okay to change on a production AR server during production hours? For instance, if I have an app on a production box that is being tested by users and is not itself production, am I endangering other things on production by making changes to it during production hours? (Besides flushing the mid tier cache, that is.) Or do people have categories of changes - like rewording text in an email filter or on a form, or adding an item to a character menu - that they consider have an acceptable level of risk to do during normal hours? Or is it standard to just not touch anything with Developer Studio unless it's an emergency or a change window? Related question: Are updating groups or using the Data Import tool (on a reasonable, limited basis) considered normal production procedures? Thanks for any insights on this, David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 26, 2012 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: Effects of flushing midtier cache When would you need to flush cache? The obvious answer is when there is a workflow change on production.. Changes to workflow are done whenever there is need for code change for enhancement or bug fixes.. The general industry practice is to manage these changes in a change window, where there is a scheduled outage, which is typically scheduled on weekends or the least productive hours of an organization. So cache should be flushed during these changes. That being said, there may be emergency changes that were a result of a part or whole system being rendered unusable pending that change. On such an event it would be ok to flush your cache after fixing whatever the problem/bug/enhancement was. Yes flushing cache during production hours may cause a brief negative impact on users using the system at the time of the change. Joe -Original Message- From: David Durling Sent: Monday, March 26, 2012 3:48 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Effects of flushing midtier cache Hi, I'm one of those that has found it necessary to use the flush cache button in the mid tier config when sometimes certain changes aren't picked up at the regular cache check interval. Do you all consider a flush of the mid tier cache to be unintrusive - something that can be done during production hours? Or is it something that should be done off-hours? On our server I don't notice performance issues in using it, and in what little testing I've done, user sessions seem to be uninterrupted. (I'm not sure about floating users on the web, though - if there's anything to consider there.) I'm on ARS 7.5 patch 007 with mid tier 7.5 patch 007 with apache/tomcat. Thanks, David --- David Durling durl...@uga.edu Enterprise IT Services 706-542-0223 University of Georgia __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers
Effects of flushing midtier cache
Hi, I'm one of those that has found it necessary to use the flush cache button in the mid tier config when sometimes certain changes aren't picked up at the regular cache check interval. Do you all consider a flush of the mid tier cache to be unintrusive - something that can be done during production hours? Or is it something that should be done off-hours? On our server I don't notice performance issues in using it, and in what little testing I've done, user sessions seem to be uninterrupted. (I'm not sure about floating users on the web, though - if there's anything to consider there.) I'm on ARS 7.5 patch 007 with mid tier 7.5 patch 007 with apache/tomcat. Thanks, David --- David Durling durl...@uga.edu Enterprise IT Services University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Effects of flushing midtier cache
Thanks, Brien. What problems do your users report when this happens? David -Original Message- From: Brien Dieterle [mailto:brien.diete...@cgcmail.maricopa.edu] Sent: Monday, March 26, 2012 3:54 PM To: arslist@ARSLIST.ORG Cc: David Durling Subject: Re: Effects of flushing midtier cache In my experience flushing the cache IS intrusive. Every once in a long while I can't resist it any long and I start enthusiastically pressing that big, red, SHINY button. Then the phone calls start trickling in. I wish I knew why. It didn't always seem to be this way, but I can't be sure. It seemed to start happening sometime after 7.5 upgrade, but that is just a gut feeling. We're on 7.6 SP2 now. Brien On 3/26/2012 12:48 PM, David Durling wrote: Hi, I'm one of those that has found it necessary to use the flush cache button in the mid tier config when sometimes certain changes aren't picked up at the regular cache check interval. Do you all consider a flush of the mid tier cache to be unintrusive - something that can be done during production hours? Or is it something that should be done off-hours? On our server I don't notice performance issues in using it, and in what little testing I've done, user sessions seem to be uninterrupted. (I'm not sure about floating users on the web, though - if there's anything to consider there.) I'm on ARS 7.5 patch 007 with mid tier 7.5 patch 007 with apache/tomcat. Thanks, David --- David Durling durl...@uga.edu Enterprise IT Services University of Georgia __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Effects of flushing midtier cache
Good to know, though in our case we have a small installation: just custom AR System forms with up to 60-70 users at a time, and when I've flushed the cache the action only seems to take a few seconds. The points about production changes are good ones. Thanks, David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Monday, March 26, 2012 4:24 PM To: arslist@ARSLIST.ORG Subject: Re: Effects of flushing midtier cache If you have the full ITSM suite, then in my experience it takes about 1 hour to completely recache (just over 1 GB of cache) and for CPU consumption to fall back within normal range. That is not a brief disruption :) Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 26, 2012 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: Effects of flushing midtier cache When would you need to flush cache? The obvious answer is when there is a workflow change on production.. Changes to workflow are done whenever there is need for code change for enhancement or bug fixes.. The general industry practice is to manage these changes in a change window, where there is a scheduled outage, which is typically scheduled on weekends or the least productive hours of an organization. So cache should be flushed during these changes. That being said, there may be emergency changes that were a result of a part or whole system being rendered unusable pending that change. On such an event it would be ok to flush your cache after fixing whatever the problem/bug/enhancement was. Yes flushing cache during production hours may cause a brief negative impact on users using the system at the time of the change. Joe -Original Message- From: David Durling Sent: Monday, March 26, 2012 3:48 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Effects of flushing midtier cache Hi, I'm one of those that has found it necessary to use the flush cache button in the mid tier config when sometimes certain changes aren't picked up at the regular cache check interval. Do you all consider a flush of the mid tier cache to be unintrusive - something that can be done during production hours? Or is it something that should be done off-hours? On our server I don't notice performance issues in using it, and in what little testing I've done, user sessions seem to be uninterrupted. (I'm not sure about floating users on the web, though - if there's anything to consider there.) I'm on ARS 7.5 patch 007 with mid tier 7.5 patch 007 with apache/tomcat. Thanks, David --- David Durling durl...@uga.edu Enterprise IT Services University of Georgia __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Effects of flushing midtier cache
Thanks for the information, Brien. It seems to be only certain types of changes that are not carried over. In this case, apparently a table definition change did not take. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brien Dieterle Sent: Monday, March 26, 2012 4:27 PM To: arslist@ARSLIST.ORG Subject: Re: Effects of flushing midtier cache I'm pretty sure it was invalid session errors. I agree with the sentiment that changes should be done after-hours. However, that doesn't solve the puzzle of why the default definition check interval of 60 minutes can (usually) successfully implement any changes *without* negatively affecting anyone. That is, can we get a button that just does the same thing that is happening every hour anyway? Brien On 3/26/2012 1:06 PM, David Durling wrote: Thanks, Brien. What problems do your users report when this happens? David -Original Message- From: Brien Dieterle [mailto:brien.diete...@cgcmail.maricopa.edu] Sent: Monday, March 26, 2012 3:54 PM To: arslist@ARSLIST.ORG Cc: David Durling Subject: Re: Effects of flushing midtier cache In my experience flushing the cache IS intrusive. Every once in a long while I can't resist it any long and I start enthusiastically pressing that big, red, SHINY button. Then the phone calls start trickling in. I wish I knew why. It didn't always seem to be this way, but I can't be sure. It seemed to start happening sometime after 7.5 upgrade, but that is just a gut feeling. We're on 7.6 SP2 now. Brien On 3/26/2012 12:48 PM, David Durling wrote: Hi, I'm one of those that has found it necessary to use the flush cache button in the mid tier config when sometimes certain changes aren't picked up at the regular cache check interval. Do you all consider a flush of the mid tier cache to be unintrusive - something that can be done during production hours? Or is it something that should be done off-hours? On our server I don't notice performance issues in using it, and in what little testing I've done, user sessions seem to be uninterrupted. (I'm not sure about floating users on the web, though - if there's anything to consider there.) I'm on ARS 7.5 patch 007 with mid tier 7.5 patch 007 with apache/tomcat. Thanks, David --- David Durling durl...@uga.edu Enterprise IT Services University of Georgia __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Production changes (spin-off of RE: Effects of flushing midtier cache)
Joe brought up an issue I already had questions relating to, being: what workflow IS okay to change on a production AR server during production hours? For instance, if I have an app on a production box that is being tested by users and is not itself production, am I endangering other things on production by making changes to it during production hours? (Besides flushing the mid tier cache, that is.) Or do people have categories of changes - like rewording text in an email filter or on a form, or adding an item to a character menu - that they consider have an acceptable level of risk to do during normal hours? Or is it standard to just not touch anything with Developer Studio unless it's an emergency or a change window? Related question: Are updating groups or using the Data Import tool (on a reasonable, limited basis) considered normal production procedures? Thanks for any insights on this, David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 26, 2012 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: Effects of flushing midtier cache When would you need to flush cache? The obvious answer is when there is a workflow change on production.. Changes to workflow are done whenever there is need for code change for enhancement or bug fixes.. The general industry practice is to manage these changes in a change window, where there is a scheduled outage, which is typically scheduled on weekends or the least productive hours of an organization. So cache should be flushed during these changes. That being said, there may be emergency changes that were a result of a part or whole system being rendered unusable pending that change. On such an event it would be ok to flush your cache after fixing whatever the problem/bug/enhancement was. Yes flushing cache during production hours may cause a brief negative impact on users using the system at the time of the change. Joe -Original Message- From: David Durling Sent: Monday, March 26, 2012 3:48 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Effects of flushing midtier cache Hi, I'm one of those that has found it necessary to use the flush cache button in the mid tier config when sometimes certain changes aren't picked up at the regular cache check interval. Do you all consider a flush of the mid tier cache to be unintrusive - something that can be done during production hours? Or is it something that should be done off-hours? On our server I don't notice performance issues in using it, and in what little testing I've done, user sessions seem to be uninterrupted. (I'm not sure about floating users on the web, though - if there's anything to consider there.) I'm on ARS 7.5 patch 007 with mid tier 7.5 patch 007 with apache/tomcat. Thanks, David --- David Durling durl...@uga.edu Enterprise IT Services 706-542-0223 University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Production changes (spin-off of RE: Effects of flushing midtier cache)
Thanks, Joe Chris Andrew ( others) - Except for the mid-tier flush - which I'm not sure about in all my users' cases, I'm pretty sure my users don't experience outages from these changes in general. We are well under 100 logged-in users at any given time. In addition to performance issues during changes, I was also thinking in terms of what could go wrong. Years ago, for instance, on ARS 4.x, I remember some operation wrecked access to one of our major Remedy forms where a fellow had to go into sqlplus or something and rename a T-table in order to recover the form. And of course a change could be implemented that simply doesn't work properly because of not being tested first. That's the kind of thing I'm most concerned with - something unexpected that actually breaks functionality or disrupts user sessions, not so much things that seem to cause a (in my case small) slowness in performance. I do appreciate the comments on standard practices. Thanks! David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 26, 2012 5:20 PM To: arslist@ARSLIST.ORG Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier cache) I hit the send button too early.. Changes to Filters Filter Guides, Escalations would not impact the mid-tier server in any way.. They would however impact the caching of the AR Server itself.. which could again have an impact on the usability of the AR Server which the mid tier is connected to... Think of it like a train with two cars.. if the first one is moving smoothly but the second hits its brakes, it could impact the first car too although it has not hit any brakes.. Changes to Forms, Active Links, Menus, Active Link Guides, Web Services, Flashboard objects, adding new Permission Groups or changing their existing type would impact both the AR Server and the Mid-Tier. (Both cars having their brakes pressed..) Data loads to group form should be avoided if you can. Group caching can impact both the AR Server and the Mid-Tier as it would need to be cached if the group added is a permission group. So yes it is standard not to promote anything to production from the dev or test environment to production during production hours. Again - the bottom-line is, you are the best judge to know if it would be OK for your users to face a little outage.. -Original Message- From: David Durling Sent: Monday, March 26, 2012 4:58 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Production changes (spin-off of RE: Effects of flushing midtier cache) Joe brought up an issue I already had questions relating to, being: what workflow IS okay to change on a production AR server during production hours? For instance, if I have an app on a production box that is being tested by users and is not itself production, am I endangering other things on production by making changes to it during production hours? (Besides flushing the mid tier cache, that is.) Or do people have categories of changes - like rewording text in an email filter or on a form, or adding an item to a character menu - that they consider have an acceptable level of risk to do during normal hours? Or is it standard to just not touch anything with Developer Studio unless it's an emergency or a change window? Related question: Are updating groups or using the Data Import tool (on a reasonable, limited basis) considered normal production procedures? Thanks for any insights on this, David David Durling University of Georgia -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 26, 2012 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: Effects of flushing midtier cache When would you need to flush cache? The obvious answer is when there is a workflow change on production.. Changes to workflow are done whenever there is need for code change for enhancement or bug fixes.. The general industry practice is to manage these changes in a change window, where there is a scheduled outage, which is typically scheduled on weekends or the least productive hours of an organization. So cache should be flushed during these changes. That being said, there may be emergency changes that were a result of a part or whole system being rendered unusable pending that change. On such an event it would be ok to flush your cache after fixing whatever the problem/bug/enhancement was. Yes flushing cache during production hours may cause a brief negative impact on users using the system at the time of the change. Joe -Original Message- From: David Durling Sent: Monday, March 26, 2012 3:48 PM Newsgroups: public.remedy.arsystem.general To: arslist
Re: Avoiding pop-ups while requiring input
No problem!There still may be some cases where a system error that uses a pop-up will be encountered despite my attempts to avoid pop-ups, so the prompt bar option sounds like a good feature for me to look at if/when we go to 7.6.4. Thanks, David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, March 13, 2012 10:39 AM To: arslist@ARSLIST.ORG Subject: Re: Avoiding pop-ups while requiring input Sorry I missed the version :)...we moved to 7.5, and then about 6 months later went to 7.6.4...so it's hard to keep track of what was in each release. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Tuesday, March 13, 2012 7:19 AM To: arslist@ARSLIST.ORG Subject: Re: Avoiding pop-ups while requiring input Thanks LJ and Chris, (Sorry, forgot to say I was on ARS 7.5.) I looked around and couldn't find the option, and it turns out it's not a 7.5 feature - don't see it in the 7.5 docs, but I do see it in 7.6.4 docs. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, March 12, 2012 6:07 PM To: arslist@ARSLIST.ORG Subject: Re: Avoiding pop-ups while requiring input David, If you are running 7.5 I think it was...you can configure everything to go to the 'prompt bar'that's not a popup :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, March 12, 2012 3:29 PM To: arslist@ARSLIST.ORG Subject: Avoiding pop-ups while requiring input We're rolling out an app for staff that normally don't use Remedy, and a usability concern is browser pop-up blockers. (I know the login page warns about pop-ups, but I've seen it ignored I've done it myself.) This is a rather detailed Remedy form, and if they get a pop-up have to reload the page, the user input is lost. I took out message actions from my workflow to avoid this, but there are still Required fields: if left blank, they use a pop-up box. Does anyone have a creative way for getting around this for required fields? Maybe some trick where the fields are not really required on the database side, but not sure how ensure they are populated without using a message to the user. Or something else I can do? David --- David Durling durl...@uga.edu Enterprise IT Services 706-542-0223 University of Georgia __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Avoiding pop-ups while requiring input
Thanks LJ and Chris, (Sorry, forgot to say I was on ARS 7.5.) I looked around and couldn't find the option, and it turns out it's not a 7.5 feature - don't see it in the 7.5 docs, but I do see it in 7.6.4 docs. David -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Monday, March 12, 2012 6:07 PM To: arslist@ARSLIST.ORG Subject: Re: Avoiding pop-ups while requiring input David, If you are running 7.5 I think it was...you can configure everything to go to the 'prompt bar'that's not a popup :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling Sent: Monday, March 12, 2012 3:29 PM To: arslist@ARSLIST.ORG Subject: Avoiding pop-ups while requiring input We're rolling out an app for staff that normally don't use Remedy, and a usability concern is browser pop-up blockers. (I know the login page warns about pop-ups, but I've seen it ignored I've done it myself.) This is a rather detailed Remedy form, and if they get a pop-up have to reload the page, the user input is lost. I took out message actions from my workflow to avoid this, but there are still Required fields: if left blank, they use a pop-up box. Does anyone have a creative way for getting around this for required fields? Maybe some trick where the fields are not really required on the database side, but not sure how ensure they are populated without using a message to the user. Or something else I can do? David --- David Durling durl...@uga.edu Enterprise IT Services 706-542-0223 University of Georgia __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Avoiding pop-ups while requiring input
Hi Ian, The issue would be stopping things before I hit a submit or modify action, I think - because then the system will generate a pop-up (on 7.5). So, like Joe suggested, I think I'll try a custom submit/modify button and display the text/color like you mention if the needed fields are null. This avoids any submit or modify action actually being initiated until the needed fields are filled in. I guess I could even leave the fields as Required and do this. Thanks guys, David David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ian Trimnell Sent: Tuesday, March 13, 2012 1:42 AM To: arslist@ARSLIST.ORG Subject: Re: Avoiding pop-ups while requiring input ** David, One way to avoid pop-ups could be as follows: * parse the form on submit and check if any of the required fields are blank * if so, make a hidden warning text field visible saying something like please enter required data * change the label colour on the fields that are required. Would that fit the bill? Ian Ian Trimnell Systems Programmer, Distributed Systems Information Technology Berrill Building, Level 1 North Phone: 01908 6 53741 web: http://www.open.ac.uk/ On 12/03/2012 21:28, David Durling wrote: We're rolling out an app for staff that normally don't use Remedy, and a usability concern is browser pop-up blockers. (I know the login page warns about pop-ups, but I've seen it ignored I've done it myself.) This is a rather detailed Remedy form, and if they get a pop-up have to reload the page, the user input is lost. I took out message actions from my workflow to avoid this, but there are still Required fields: if left blank, they use a pop-up box. Does anyone have a creative way for getting around this for required fields? Maybe some trick where the fields are not really required on the database side, but not sure how ensure they are populated without using a message to the user. Or something else I can do? David --- David Durling durl...@uga.edumailto:durl...@uga.edu Enterprise IT Services 706-542-0223 University of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are -- The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Where does $DATE$ come from?
Dave, So you've had to restart arsystem server to get things back in sync? I had an issue this morning where one escalation (A) scheduled for 8:00 went off at 9:00, yet another escalation (B) scheduled for 8:05 went off at the correct time. Differences I could think of: escalation A came from workflow originally built on a 6.0 server (and it's set to run on specific weekdays) , and B was built on our current 7.5 server (and it's set to run every day). David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David Sent: Monday, March 12, 2012 1:13 PM To: arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Mark, Remember that most of the US changed time yesterday. We have seen some issues with things being off an hour after a time change until we cycle services. That's mostly dealing with escalations. Dave From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Monday, March 12, 2012 12:37 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Where does $DATE$ come from? ** Depending on what is used to set it.. Is it an Active Link? Or a Filter/Escalation? In case of an Active Link, the $DATE$ would taken from the client. In case of server side workflow objects, Filters or Escalations, they are set from the AR System application server (not the database application server). Joe From: Brittain, Markmailto:mbritt...@navisite.com Sent: Monday, March 12, 2012 12:28 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Where does $DATE$ come from? ** Hi All, Where does the $DATE$ function get the date/time information, the OS server or the database server. This may seem like a strange question but yesterday I had a case where $TIMESTAMP$ was work correctly and diary field entries were correct but the $DATE$ was on hour behind as 3/10/2012 23:00:00 PM. Strangely today, it working correctly as 3/12/2012 00:00:00 AM ARS 6.3 patch 20 SunOS 5.9 Oracle 9.2 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-317-2897 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
