Re: Permission problem
To further the idea of a manual flush….please try the following steps: Manually clearing the midtier cache · Shutdown the tomcat service. · Delete the contents of the following folders: o Midtier/cache/ o Midtier/cachetemp/ [might need to check if the folder exists. If it does, delete the contents] – Delete files if folder exists. o Midtier/PluginsCache/ o Midtier/WEB-INF/classes and delete the two files viewstats.dat and viewstats.dat.bak o Tomcat/Work/Catalina/localhost/arsys/ o Tomcat/temp/ · Restart tomcat service · Check if preload checkbox is checked in the midtier config o If yes, preload will automatically commence. o If no, enable preload, and then click “Flush cache” to trigger preload. (Note Click on Flush Cache only once.) Preload progress can be monitored in midtier logs – INFO level logging. Hope this helps ☺ Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Thursday, August 07, 2014 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Permission problem ** Charlie, Have you shut down Tomcat, deleted all of the contents of the 'cache' directory for Mid-Tier, and restarted?...this is moderately different than a 'Flush Cache' from the config console. On Thu, Aug 7, 2014 at 9:02 AM, Charlie Lotridge lotri...@mcs-sf.commailto:lotri...@mcs-sf.com wrote: ** I'm at a loss and would appreciate any suggestions on how to fix this. I have a field on a form that has no privileges configured on it, so no one but full admins should see it. But for some reason an underprivileged user account can see this field on the mid-tier running on the same machine, call it machine QA. I have the same form on a server mid-tier running on machine DEV, and the field is appropriately invisible to the (effectively) same user account. If I point DEV's mid-tier at server QA, the field is appropriately invisible. If I point QA's mid-tier at server DEV, the field is appropriately invisible. I've tried the above on different browsers running on different machines with the same results. So, it seems that the problem manifests ONLY when QA's mid-tier is pointing at QA's server. I've (of course) tried flushing the cache on QA's mid-tier, bouncing QA's Tomcat, and even bouncing machine QA itself, but the problem persists. And during the these bounces, I've turned off QA's cache persistence but no joy. The field (in this case) is a display field, so this is NOT an issue about seeing or modifying data without appropriate privileges. So I have no reason to suspect a problem with ARS itself not enforcing permission policies, and in fact the evidence (outlined above) would seem to suggest something wrong with QA's mid-tier. But it IS an issue (to me) that the field is visible. I've simplified my description here a bit and the problem does extend beyond what I've described here. But my guess is that if I can solve this problem the other similar elements will resolve too. Still, if appears relevant I can describe more details. All of the servers and mid-tiers are running v8.1.01 Has anyone seen this before? Any suggestions on how to fix this? I haven't gone as far as uninstalling/reinstalling the mid-tier or tomcat yet, do anyone think this will help? Thanks, Charlie _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: ITSM Computer System Asset Form Primary Key
Hi Drew/Jenny, The Computer System ITSM/Atrium form (AST:ComputerSystem) is a multi-level join form. Each of the underlying base forms use a few different indexes (composite or single field indexes)but...the common unique index they use is the 'InstanceId' field (field ID 179). The AST:ComputerSystem form is joined to the AST:Attributes form using the ReconciliationIdentity field (Field ID 400129200). All of the Atrium related lower level base forms use the 'InstanceId' as their primary unique index. Hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Holderness, Jennifer Sent: Tuesday, October 15, 2013 9:45 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Computer System Asset Form Primary Key ** All, Great question, I have the same. If anyone has a data dictionary they would be willing to share, I would be interested. Best regards, Jenny Holderness From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller Sent: Tuesday, October 15, 2013 8:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ITSM Computer System Asset Form Primary Key ** Good morning everyone. Could someone tell me what the primary key is on the ITSM Asset Module Computer System form, for the BMC Asset dataset? Thank you. Drew Shuller Soto Cano Air Base, Honduras _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: SW00308322
Hi Rajesh, Call up support and work with them to get the attached definition files. I will send you the issue number you need to reference in a separate thread. This is not a defect or KA, it is a customer created issue through support. This issue was closed in January 2010. Hope this helps :) Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair Sent: Wednesday, October 09, 2013 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: SW00308322 ** To add more this ticket wasn't raised by me or any of my colleagues On 9 Oct 2013 22:25, Rajesh Nair rajesh.nair@gmail.commailto:rajesh.nair@gmail.com wrote: Hello list Was seaching in bmc KB for any thing related to our ongoing issue related to sla Why going through KB i came across the this fix and they have said you can find the def in the related ticket id 3303385 I tried my best to get this information but to vain Is there a way i can get this def file from from the ticket? _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: Support Company based muti-tenancy
Hi John, If I understand your dilemma correctly then ITSM 8.1 should be able to handle this scenario with the following assumptions: 1. Support people have Unrestricted Access 2. End users have Restricted Access to the Company (department) to which they belong In ITSM 8.1 multi-tenancy works as follows: Ø Multi-tenancy is a feature in the BMC Remedy Applications that enables you to control which records and specific configuration data are exposed to a user, based on the user’s permissions. Tenancy is based and controlled at the Company level. Various forms in the BMC Remedy Applications expose one or more Company fields that control the tenancy access for a given record. Ø Row-level security typically works as follows: o On main user facing transactional forms: § Tenancy is based on the Customer Company and/or Process Company defined on the record (sets field 112) § Tenancy is also based on the Support Companies assigned to a record (sets field 60900) o Child forms: § Child form should inherit their parents tenancy permissions o Join forms § Tenancy should be inherited from either the primary or secondary form identified within the join criteria especially if one of the forms is a user facing transactional form Ø Tenancy is implemented using the Row-level Security feature of AR. In summary we determine which groups or roles have access to a request through the permissions on the Request ID field (field ID 1). - In the Remedy Applications this is controlled by the following permissions on field ID 1 § 10 = Unrestricted Access § 7 = Assignee Groups (field 112) § 60900 = Vendor Assignee Groups (field 60900, typically only used for transactional based forms) - These permissions are used to drive the tenancy model in the apps. Both Assignee Groups and Vendor Assignee Groups are referred to as Implicit Groups in AR. - In the apps we assign Company permission groups to these two Implicit Groups to control access to records. Hence our tenancy model is based on Company access. Unrestricted Access permission group is a regular AR permission group. If a form is going to be row-level secured in the Apps (or multi-tenant) we typically assign these three permission groups to field ID 1 on that form. Note, Vendor Assignee Groups (field 60900) typically contains the AR permissions group ID for Support Companies that are assigned to a record (e.g. for Incident that would be the Assigned and Owner Support Company; for Change that would be the Change Coordinator and Manager Support Company, etc.). The Vendor Assignee Groups permission is not required on all forms and it typically found on transactional based forms. - So in order for a user to see a record, on a form that is multi-tenant, they need to either have the Unrestricted Access permission group, which gives them access to all records as this is defined on field ID 1 on all tenant forms OR they need to have access granted by one of the two Implicit Groups. You’re use case in ITSM 8.1 would mean that the customer company is stored in field 112 (Assignee Groups) and the support user company is stored in field 60900 (Vendor Assignee Groups) (on all main transactional forms: incident, problem, change…etc…). Since Field ID 1 on these forms has permissions to both field 112 and 60900 the appropriate people should see the request. Support users should be allowed to see all requests as they have unrestricted access. (hopefully I have understood you’re use case properly ☺) Hope this helps. Regards, Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Marshall Sent: Monday, September 30, 2013 2:28 PM To: arslist@ARSLIST.ORG Subject: Support Company based muti-tenancy I wanted to see if anyone out there can give me some suggestions on how to accomplish the following in the ITSM 8.1 environment WITHOUT any coding changes… I am working for a university that has several departments that would like to use the ITSM in a multi tenancy fashion; so each department would like to have their own set of rules, support groups, etc. and NOT allow the other departments to see their tickets and them not see the other department’s tickets. So far, it sounds like a straight multi-tenancy setup, however the issue here is that ALL the departments would like use the same user base but have their department rules apply. I know that I can use the “Support Company Access Config” to share the people data across the various departments, but then my dilemma is that when a support user select a customer, that customer’s company gets populated with a company which might not be (and probably won’t be) the same company (department) of the support user, so the support user’s company (department) rules will not be applied, it will be the rules associated
Re: Include fields from multiple Forms in filter Notification Message
Hi Susan, There are a few ways to accomplish what you want to do…Tauf mentioned a good way….also…. Keep in mind that there is a one to many relationship between a task and work info records (many work info records per task record). Do you need all potential entries included? Or just the most recent? You could create a join form between TMS:Task and its Work Info form with all of the fields you need and either query the new join….or have notification workflow fire off of the join form (ensuring that any direct access URL is handled to point back to the real task form) You could add a table field to the TMS:Task form for the Work Info form to get any or all of the associated work info records to include in the filter notify…. Hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:00 PM To: arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _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: Include fields from multiple Forms in filter Notification Message
Hello again ☺ If you require all work info entries…then as far as I am aware you are limited to either creating a join on the 2 forms and pushing to the join form where ID = ID and send the notifications form the join……or Create the table field on the TMS:Task form and have a filter guide table loop to concatenate all of the work info records to a single temp field and use this field (in conjunction with any native task fields) to create the notify action. I am sure there are probably other ways to accomplish this…but…the table field loop would be the most effective way that I can think of ☺ Hope this helps Regards, Ryan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:14 PM To: arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Yes Ryan, I do hope to include all of the work info entries, not just the most recent. Your ideas are great; but, again, I wonder if there isn’t already a means of including fields from multiple forms into one filter, without having to create a new form or table or field on the primary form. Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: October-03-13 3:08 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Hi Susan, There are a few ways to accomplish what you want to do…Tauf mentioned a good way….also…. Keep in mind that there is a one to many relationship between a task and work info records (many work info records per task record). Do you need all potential entries included? Or just the most recent? You could create a join form between TMS:Task and its Work Info form with all of the fields you need and either query the new join….or have notification workflow fire off of the join form (ensuring that any direct access URL is handled to point back to the real task form) You could add a table field to the TMS:Task form for the Work Info form to get any or all of the associated work info records to include in the filter notify…. Hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:00 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee
Re: Include fields from multiple Forms in filter Notification Message
Susan, I just realized….the table field is already on the task form….. Create a temp display only field….and a filter guide (table loop) with filters to run through the table and perform the concatenations…then fire the notification using the temp field contents. The only way to include fields from multiple forms (short of writing your own plugin to do so) is using join forms or tertiary forms that contain all of the data from the multiple base forms. Ryan ☺ From: Downing, Ryan Sent: Thursday, October 03, 2013 3:20 PM To: arslist@ARSLIST.ORG Subject: RE: Include fields from multiple Forms in filter Notification Message Hello again ☺ If you require all work info entries…then as far as I am aware you are limited to either creating a join on the 2 forms and pushing to the join form where ID = ID and send the notifications form the join……or Create the table field on the TMS:Task form and have a filter guide table loop to concatenate all of the work info records to a single temp field and use this field (in conjunction with any native task fields) to create the notify action. I am sure there are probably other ways to accomplish this…but…the table field loop would be the most effective way that I can think of ☺ Hope this helps Regards, Ryan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:14 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Yes Ryan, I do hope to include all of the work info entries, not just the most recent. Your ideas are great; but, again, I wonder if there isn’t already a means of including fields from multiple forms into one filter, without having to create a new form or table or field on the primary form. Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: October-03-13 3:08 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Hi Susan, There are a few ways to accomplish what you want to do…Tauf mentioned a good way….also…. Keep in mind that there is a one to many relationship between a task and work info records (many work info records per task record). Do you need all potential entries included? Or just the most recent? You could create a join form between TMS:Task and its Work Info form with all of the fields you need and either query the new join….or have notification workflow fire off of the join form (ensuring that any direct access URL is handled to point back to the real task form) You could add a table field to the TMS:Task form for the Work Info form to get any or all of the associated work info records to include in the filter notify…. Hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Thursday, October 03, 2013 3:00 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Thanks Tauf; I will likely take this route, but…So, am I correct in assuming that there is no way to include fields from multiple forms in one filter? Susan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: October-03-13 2:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Include fields from multiple Forms in filter Notification Message ** Susan, You could create workflow so that when the task is set to closed, you pull that data from the task work info form and append all the data you grab to the Notes field with some sort of delimiter. Then you can include the notes in your notification. If you don't want to use notes, you could create an additional field to hold this data. Sent from my iPhone On Oct 3, 2013, at 11:49 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I currently have a filter that sends a notification message to a task submitter, alerting him/her when a task status changes to “Closed”. I have been asked to add the Work Info fields, summary, notes, submitted by, and submitted date, to the notification message. I’m not finding anything in the guides that indicates how to pull fields into a filter notify action from multiple forms. Since the primary form is TMS:Task, I seem to be limited to using fields from this form only. Can anyone tell me if there is a way to include fields from another form? Tx Susan The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee
Re: What are z1D Char** fields
Hi Sagar, Z1D Char fields are display only fields used in workflow as a way to temporarily store and/or manipulate data during processing. Typically these fields are not in any views so they would not be seen. If you want to see them you could add them to a given view using Dev Studio. You can add as many z1D Char fields as you need. Use the Outline icon to access fields not in a view [cid:image001.png@01CEBA82.C04BA1E0] Use the “Show Fields Not in View” button (where the cursor is in the screensot) [cid:image002.jpg@01CEBA83.246DF0B0] Hope this helps ☺ Regards, Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar G Anandpara Sent: Thursday, September 26, 2013 6:17 AM To: arslist@ARSLIST.ORG Subject: What are z1D Char** fields Hi List, Recently I faced some issue and while going through the logs, I saw few fields with name z1D Char** (where** indicate some number, e.g. 01, 02, etc, example: z1D Char05). So, when checked on the form for the field to see it's/ their significance, could not locate the field itself. Can anyone please help me understand the field- where and how is it used and where is it located? Can we add similar field/s to the form (if at all actually available on any form)? If its coming from some API Call, can anyone please tell me which API and can we see and modify that API to have similar more fields.? Best Regards, Sagar ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://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 inline: image001.pnginline: image002.jpg
Re: Benefit of Objects' Conversion between Origin and Custom Objects
Hi Sagar, There are Custom objects which are specific to a given customer (not a BMC server object) and there are Overlays which is a customization performed by a customer on a BMC server object (form, AL, filter...etc..). Please refer to the following link for more information.also ensure to view all of the Child pages embedded within the link https://docs.bmc.com/docs/display/ars81/About+overlays Hope this helps, Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar G Anandpara Sent: Friday, August 30, 2013 9:59 AM To: arslist@ARSLIST.ORG Subject: Benefit of Objects' Conversion between Origin and Custom Objects Hi List, With ARS v8.1.00, a new functionality is added with which we can do conversion of an Origin object (or a field) to a Custom Object (or a field) or vise versa. But doing so, what would be benefit and which scenario can that be useful. Any helpful answers greatly appreciated. Regards, 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: SQL Query
Kathy, Is this about the RE:Job Runs form? Use ARSystem to do the delete. It will clean up H and B tables for you. Did you create the filter to do the delete? Are you having an issue deleting the RE:Job runs records? Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Thursday, August 15, 2013 10:26 AM To: arslist@ARSLIST.ORG Subject: SQL Query ** Hi, I am trying to remove specific records from a table (T350). If I run a SQL query on a Remedy form that has a T-table (T350) with a B-table (B350) attachments, Am I going to be able to delete the data in both tables? My query: Select C8 from T350 Where C8 = 'Reconciliation' My concern is... how am I going to delete the records in the B-table that are associated with the records from the T table? The Column C8 does not exist in the B350 table so I cannot write... Select C8 from B350 Where C8 = 'Reconciliation' - C8 does not exist in the B table. _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: SQL Query
Kathy, Unless you need to keep the records in this form.perform a truncate on the T H and B tables If it is the RE:Job Runs form the records on only for referencenothing else.. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Thursday, August 15, 2013 10:43 AM To: arslist@ARSLIST.ORG Subject: Re: SQL Query ** ** Our performance is so poor right now that we are doing this directly thru SQL. I did not do a query on C1, I queried C8. Is there something that need to do with C1? We are trying to stabilize things because a lot of records are created in the table and it's degrading performance right now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, August 15, 2013 10:36 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SQL Query ** Don't forget your H350 table too. But the C1 from T350 if I remember right is the C1 from H350 B350. Also, can't you do this with an escalation or filter? If you do this with workflow the system will get all the sub tables for you. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Thursday, August 15, 2013 7:26 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: SQL Query ** Hi, I am trying to remove specific records from a table (T350). If I run a SQL query on a Remedy form that has a T-table (T350) with a B-table (B350) attachments, Am I going to be able to delete the data in both tables? My query: Select C8 from T350 Where C8 = 'Reconciliation' My concern is... how am I going to delete the records in the B-table that are associated with the records from the T table? The Column C8 does not exist in the B350 table so I cannot write... Select C8 from B350 Where C8 = 'Reconciliation' - C8 does not exist in the B table. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Archiving question
Hi Howard, Please refer to the following link: https://docs.bmc.com/docs/display/public/ars8000/Characteristics+of+archive+forms * When the BMC Remedy AR System creates a new archive form, the following two fields are included on the form: [PicExportError] Original Request ID (ID 450) [PicExportError] Original Create Date (ID 451) These fields contain the Request ID and Create Date from the main form. These fields are not placed in the view. To add them, open the archive form in BMC Remedy Developer Studio, and choose Form Add/Remove Fields On View. Then, move the fields to the Fields in View table. You can use the Create Date of the archive form as the archive date. The remaining core fields on the archive form contain the same values as the main form. * Data fields, attachment pools, and panel holder cannot be modified or added to an archive form. All other field types, such as trim or table, can be added or modified. * The data fields in the main and archive form have identical field limits. The permissions on archive forms are always read access. Hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Wednesday, August 14, 2013 11:50 AM To: arslist@ARSLIST.ORG Subject: Archiving question ** Good morning, afternoon and evening all, We are looking into some issues with data that was archived and need to verify some info. So I need to ask, if you enable archiving on a form, and it moved the record to the new archived form what is the create date of the record? Would it be the date the record was created in the original form or when it was created in the new archive form? Thanks, Howard _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: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?
Hi Thad, What is the name of the EPD file you are launching? Is it: ARSuiteKitWindowsx.x.zip OR ARSuiteKitDeveloperWindowsx.x.zip Where x.x = version -- 8.1 I am hoping you have ARSuiteKitWindowsx.x.zip this is the one with all components ARSuiteKitDeveloperWindowsx.x.zip -- has only Developer Studio Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Wednesday, August 14, 2013 12:57 PM To: arslist@ARSLIST.ORG Subject: Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)? ** Thad, After an extensive call with support (still ongoing in one environment), it picks the installed components automatically out of any xml files it encounters...but the problem is that it may pick the 'wrong' fileso, my recommendation for you would be to find all of the *InstalledConfiguration.xml files and rename those that you don't want the patch installer touching...and go through the ones you leave in place and make sure that everything is working 'as designed' in that file before trying the install again. On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser thad.es...@gmail.commailto:thad.es...@gmail.com wrote: ** Laurent, When I run the installer on the server, there is maybe 4 screens to click Next through (welcome, agree to terms, etc) but none that let me select any options. Which doesn't bother me so much as I know BMC is trying to make their installs less needy, but then on the installation review screen, the only thing that it says its going to install is Developer Studio. There is no on-screen acknowledgement that any AR Server components will be installed. On the advisement of support, I went ahead and clicked install with the hopes that the server stuff would be installed anyway. The installer reports success and I now have Dev studio on my server (wasn't the goal), but no indication that the AR server itself is at patch 1 (looked at server configuration, share:application properties, and the installed configuration in the maintenance tool). To add to the oddness, when I run the installer on my PC with the intent of bringing Dev Studio up to patch 1, I get an error No features are selected to install. Of course, it never gave me a window to select any options. Anyway, it sounds like there is an issue with my environment, as you guys aren't having the same issues. Thanks for helping me check. Thad On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo lm...@me.commailto:lm...@me.com wrote: ** Hi, Went ok for me this morning. I didn't need to launch the installer as administrator (though for 8.0 patch xxx I had to, but it was a different environment). What kind of error do you have? On 14 Aug, 2013,at 03:04 AM, Thad Esser thad.es...@gmail.commailto:thad.es...@gmail.com wrote: ** Hi, Can someone let me know if you have successfully downloaded and installed ARS 8.1 patch 1 for a Windows environment? The file I'm getting out of the EPD doesn't appear to have everything, and the installer is misbehaving when I try to install what is in the file. I have an open support ticket with BMC, but there isn't much headway being made so I'm hoping to at least level-set that the EPD file is good (or not). Thanks, Thad _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Job Runs
Hi Kathy, If the Action is a pure Run Process then use (in filter or escalation): Application-Delete-Entry $SCHEMA$ $Request ID$ If the Action is a 'Set Fields' within a filter or escalation use: $PROCESS$ Application-Delete-Entry $SCHEMA$ $Request ID$ AND If the Action is from an Active Link to delete on the server use: $PROCESS$ @@: Application-Delete-Entry $SCHEMA$ $Request ID$ Hope this helps Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, August 14, 2013 2:49 PM To: arslist@ARSLIST.ORG Subject: Job Runs ** Hi, We have a lot of re jobs that are aborting. I am trying to delete reconciliation job runs as they come in that have a status = abort. Would a run process filter like this work? Filter action: run process @@:Application-Delete-Entry $SCHEMA$ $Request ID$ I only want to delete records that have status of abort. _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: Job Runs
Kathy, I answered to quickly.to accommodate the Abort qualificationthe Run If statement of the filter needs to be if 'Status' = Abort Then Application-Delete-Entry $SCHEMA$ $Request ID$ Ryan. From: Downing, Ryan Sent: Wednesday, August 14, 2013 2:53 PM To: arslist@ARSLIST.ORG Subject: RE: Job Runs Hi Kathy, If the Action is a pure Run Process then use (in filter or escalation): Application-Delete-Entry $SCHEMA$ $Request ID$ If the Action is a 'Set Fields' within a filter or escalation use: $PROCESS$ Application-Delete-Entry $SCHEMA$ $Request ID$ AND If the Action is from an Active Link to delete on the server use: $PROCESS$ @@: Application-Delete-Entry $SCHEMA$ $Request ID$ Hope this helps Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, August 14, 2013 2:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Job Runs ** Hi, We have a lot of re jobs that are aborting. I am trying to delete reconciliation job runs as they come in that have a status = abort. Would a run process filter like this work? Filter action: run process @@:Application-Delete-Entry $SCHEMA$ $Request ID$ I only want to delete records that have status of abort. _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: Date field calculations using $DATE$ in the expression.. (SANITY CHECK)
Hi Joe, I have done the same in the past.but..just like a date/time field we have to use seconds for the manipulation I just tried the same for fun.and it holds true.seconds are required. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Monday, August 12, 2013 10:13 PM To: arslist@ARSLIST.ORG Subject: Date field calculations using $DATE$ in the expression.. (SANITY CHECK) ** This is like a sanity check just to make sure I am not doing something wrong. If in a Date only field (Not Date / Time field with Display type as Date), if I were to manupulate a date value of 15 days from now, I would still need to find the number of seconds in 15 days and add it to the $DATE$ value, right? I asked this because that is what I had to do, and I thought Date only field was number of days from a certain calander date B.C to a certain calander date B.C.E. (details unimportant) so with that one would think it would be enough to just add 15 to $DATE$ to get 15 days ahead. However I get proper results only when I find the number of seconds in those 15 days and add to $DATE$, which I thought is kind of what I might have not expected. Joe _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: BMC_Person
Hi Kathy, Please look into the following documentation: https://docs.bmc.com/docs/display/public/itsmwork/Synchronizing+people+information+for+BMC+Remedy+ITSM+Suite There are a number of child pages to go through...but...all of the information you need should be there for you Hope this helps :) Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, August 07, 2013 3:10 PM To: arslist@ARSLIST.ORG Subject: BMC_Person ** Hi, How do I get users from CTM:People into the BMC_Person class? We have over 40,000 users in CTM:People, however they are not in BMC_Person. We need to have the 40,000 in BMC_Person. _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: Searching for a Field ID in Dev Studio
Object relationships must be turned on but you can use Field ID as search criteria. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Monday, August 05, 2013 4:44 PM To: arslist@ARSLIST.ORG Subject: Re: Searching for a Field ID in Dev Studio ** You can use the Search menu item. I don't remember if field ID's require you to have Record-Object-Relationships turned on or not. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hutcheson, Heather Sent: Monday, August 05, 2013 3:17 PM To: arslist@ARSLIST.ORG Subject: Searching for a Field ID in Dev Studio ** Is there a way to search for a field ID in Dev Studio without checking the field list in the outline of each form? Thank you, Heather _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: Add a new Work Info Type to Incident
Hi Thomas, Are you in Base Development mode? [cid:image001.png@01CE89C1.EDA833C0] Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Sent: Friday, July 26, 2013 3:34 AM To: arslist@ARSLIST.ORG Subject: Re: Add a new Work Info Type to Incident Got to bother you once more with this, my development skills seem to be a bit rusty. Why can't I add or remove values to field z1D_Activity_Type? The buttons in Dev Studio are just grayed out. I can only edit the existing values. Cheers, Thomas ___ 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 inline: image001.png
Re: Add a new Work Info Type to Incident
Hi Thomas, You may also want to check the following forms to ensure that you keep consistency throughout installed applications :) : FIELD.FIELDNAME FIELD.FIELDID ARSCHEMA.NAME z1D_Activity Type* 301398600 CHG:Change Dialogs z1D_Activity Type* 301398600 CHG:Change Dialogs Classic z1D_Activity Type 301398600 CHG:ChangeInterface z1D_Activity Type 301398600 CHG:ChangeInterface_Create z1D_Activity Type* 301398600 CHG:Infrastructure Change z1D_Activity Type* 301398600 CHG:Infrastructure Change Classic z1D_Activity_Type 301398600 HPD:Help Desk z1D_Activity_Type 301398600 HPD:Help Desk Classic z1D_Activity_Type 301398600 HPD:Help Desk Dialogs z1D_Activity_Type 301398600 HPD:Help Desk Dialogs Classic z1D_Activity_Type 301398600 HPD:IncidentInterface z1D_Activity_Type 301398600 HPD:IncidentInterface_Create z1D_Activity Type* 301398600 PBM:Dialogs z1D_Activity Type* 301398600 PBM:Known Error z1D_Activity Type 301398600 PBM:KnownErrorInterface z1D_Activity Type* 301398600 PBM:Problem Investigation z1D_Activity Type 301398600 PBM:ProblemInterface z1D_Activity Type 301398600 PBM:ProblemInterface_Create z1D_Activity_Type 301398600 PBM:Solution Database z1D_Activity_Type 301398600 PBM:SolutionInterface z1D_Activity_Type 301398600 RKM:Knowledge Management Dialogs z1D_Activity Type* 301398600 RMS:Dialogs z1D_Activity Type* 301398600 RMS:Release z1D_Activity Type* 301398600 RMS:ReleaseInterface z1D_Activity Type* 301398600 RMS:ReleaseInterface_Create Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, July 25, 2013 9:35 AM To: arslist@ARSLIST.ORG Subject: Re: Add a new Work Info Type to Incident ** In Dev studio, you can just click the icon to show fields not in view in the list and then sort alphabetically. That way you don't need to add it. Sent from my iPhone On Jul 25, 2013, at 9:32 AM, Cecil, Ken kce...@hubbell.commailto:kce...@hubbell.com wrote: ** Thomas, Here are all the places that I know of that I had to change it on our 7.6 system HPD:Incident_Create -'z1D_Activity_Type'(301398600) HPD:Help Desk -'z1D_Activity_Type'(301398600) HPD:Help Desk Dialogs -'z1D_Activity_Type'(301398600) HPD:WorkLog -'Work Log Type'(100170) The fields are there, if you don't see them in a view you can temporarily add it to a view, add the menu entry, then remove it from the view. (It's a little silly that this wasn't data driven and you have to touch so many places to add a menu entry.) Ken. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, July 25, 2013 9:17 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Add a new Work Info Type to Incident It's z1d_activity_type What version are you on? Sent from my iPhone On Jul 25, 2013, at 9:12 AM, Thomas thomas.anders@atos.netmailto:thomas.anders@atos.net wrote: Tauf, Thanks, however I cannot find a field named z1d_activity in our HPD:Help Desk form in none of the views. br thomas __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years This email and any files transmitted with it are confidential and intended solely for the addressee. If you have received this email in error please notify the system manager. Subject to local law, communications (including traffic data) with Hubbell may be monitored by our systems [or a third party's systems on our behalf] for the purposes of security and the assessment of internal compliance with Hubbell policies. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.hubbell.comhttp://www.hubbell.com/ - Hubbell Incorporated _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: Attachments Vanishing
Hi Christie, Try looking into the following: The cleanup escalation fires OOTB at 12:05 am daily -- Escalation name = SYS:CLN:TA@00:05-StartCleanUp This will trigger the following filter -- INT:CHGFND:CLN:DelCHGAssc_500_PCHA [cid:image001.png@01CE8880.6CC05AE0] Check the CHG Attachments form and see what the value of the Status is in conjunction with the dates….the retention period for the CHG Attachments is 24 hours.. Hope this helps. Regards Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Wednesday, July 24, 2013 3:04 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing Do you have any escalations running at that time? - Original Message - From: Christie Pargeter :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Wednesday, July 24, 2013 2:55:39 PM Subject: Re: Attachments Vanishing ** I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 am. We have maybe 2 people on at that time of the night. Also, is there a way to have the log files generate a new one when they get to be a certain size? (e.g., arfilter.log, arfilter1.log, arfilter2.log, …) The reason I ask this is that I turned on the logging about 7:40 am yesterday and it stopped logging at like 9:38 am and the file was over 2 gbs in size. So, I didn’t get anything I was looking for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 23, 2013 7:17 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Leaving the logging on really depends on your system. On our Linux servers we see no performance changes with having the Logs turned on full time Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Tuesday, July 23, 2013 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you see a performance hit for having the logging turned on? Also, is there another site with more info about the Log Parsing Management session. I can’t get funding for WWRUG. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Monday, July 22, 2013 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 ( http://wwrug13.com/breakouts.html ) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change’s Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just “notes CRQ” then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it “vanishes” after a “couple of days”. From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 – 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _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: Attachments Vanishing
Sorry….wrong filter name ☺ INT:CHGFND:CLN:DelCHGAttach_500_PATC Ryan. From: Downing, Ryan Sent: Wednesday, July 24, 2013 3:14 PM To: arslist@ARSLIST.ORG Subject: RE: Attachments Vanishing Hi Christie, Try looking into the following: The cleanup escalation fires OOTB at 12:05 am daily -- Escalation name = SYS:CLN:TA@00:05-StartCleanUp This will trigger the following filter -- INT:CHGFND:CLN:DelCHGAssc_500_PCHA [cid:image001.png@01CE8886.261F8C40] Check the CHG Attachments form and see what the value of the Status is in conjunction with the dates….the retention period for the CHG Attachments is 24 hours.. Hope this helps. Regards Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Wednesday, July 24, 2013 3:04 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing Do you have any escalations running at that time? - Original Message - From: Christie Pargeter :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Wednesday, July 24, 2013 2:55:39 PM Subject: Re: Attachments Vanishing ** I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 am. We have maybe 2 people on at that time of the night. Also, is there a way to have the log files generate a new one when they get to be a certain size? (e.g., arfilter.log, arfilter1.log, arfilter2.log, …) The reason I ask this is that I turned on the logging about 7:40 am yesterday and it stopped logging at like 9:38 am and the file was over 2 gbs in size. So, I didn’t get anything I was looking for. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, July 23, 2013 7:17 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Leaving the logging on really depends on your system. On our Linux servers we see no performance changes with having the Logs turned on full time Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Tuesday, July 23, 2013 9:15 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you see a performance hit for having the logging turned on? Also, is there another site with more info about the Log Parsing Management session. I can’t get funding for WWRUG. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Monday, July 22, 2013 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments Vanishing ** Do you have server side logging turned on? If you have Filter/SQL/Escalation logging turned on you should be able to search for the INSERT/DELETE to the B table and see who did it and if you are really lucky the workflow that did it. One you know who and when you can hopefully identify a user procedure that is being done (or not done) or system oddity that is doing it. In the last 8 months or so I have become a fan of leaving server side logging on full time. I have been able to track down so many odd things by logging API/SQL/Filter/Escalations to one ~2 GB log file. PLUG: I have seen a preview of the tools that will be demonstrated in the Log Parsing and Management session at WWRUG13 ( http://wwrug13.com/breakouts.html ) and these are amazing for making that 2 GB log file something manageable and useful in a hurry. Jason On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS cparg...@lhs.org wrote: ** This has nothing to do with Tasks. This is all around the attachments on the parent Change’s Work Info tab. Our Help Desk is building these Changes with a template then go in and add a Work Info with an attachment (Summary is just “notes CRQ” then attach the document). Then they select Next Stage Save to the db (all of this is at the Mode = Create). Then we hear that the attachment either never arrives to the other team or it “vanishes” after a “couple of days”. From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 11:16 AM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks “vanishing” from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 – 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_
Re: Attachments Vanishing
Hi Christie, Is it attachments that are vanishing from the system or Task records associated with Change Requests? If it is actual Task records disappearinghave you done an upgrade or anything recently? Were any Task records imported or migrated? Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, July 22, 2013 2:16 PM To: arslist@ARSLIST.ORG Subject: Attachments Vanishing ** Has anyone had this with 7.6.4? We are getting reports of a ton of Change tasks vanishing from the system. I asked my DBA to turn on logging for the B tables but I am not seeing anything. We are using the Classic view of ITSM 7.6.4. Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 - 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _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: 7.6.04 Upgrade to 8.1
Hi All, BMC does not have 'Zero Downtime Upgrades' in any available code-line today. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, July 16, 2013 9:39 AM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 Upgrade to 8.1 ** can you point me to the URL that discusses 'zero downtime upgrades'? I know that 8.1 wasn't released at last years rug, it was just 8.0, but I know that after the RUG David posted an idea (https://communities.bmc.com/ideas/1421) that is in a status of 'Under Consideration'when they are available, it's changed to 'Delivered'so all of the facts that I have currently available tell me that the demo we received last year isn't in a current code line...but if you could point me to docs to the contraryI would love to see them. On Tue, Jul 16, 2013 at 7:14 AM, Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com wrote: ** Might want to check the 8.1 documentation on that, LJ. Rick On Jul 16, 2013 6:04 AM, Longwing, Lj llongw...@usgs.govmailto:llongw...@usgs.gov wrote: ** Rick, They were VERY careful to state at RUG last year that the code demonstrated was NOT in ANY code line available to the publicso no, it's NOT in 8.1, it is under consideration for a future release, but not in any currently available to the public release. On Mon, Jul 15, 2013 at 8:32 PM, Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com wrote: ** No, Tauf, they have the code in 8.1. But I don't think you can make that work unless you are upgrading FROM 8.1, not TO it. Rick On Jul 15, 2013 7:29 PM, Tauf Chowdhury taufc...@gmail.commailto:taufc...@gmail.com wrote: ** Tom, If you're talking about the No Downtime session presented by BMC, it's not something that exists yet. It's something RD is working on for the future. They wanted to see what kind of feedback that would have as sort of a litmus test. I could be wrong but that was my takeaway. Doug M was in that session and maybe he can go into more detail. Sent from my iPhone On Jul 15, 2013, at 8:57 PM, Tom Shurmur tsrem...@yahoo.commailto:tsrem...@yahoo.com wrote: ** Howdy Listers, We are about to embark on upgrading from 7.6.04 to 8.1 on a windows platform using MS-SQL. Has anyone used the No Downtime Upgrade method that was presented at last year's WWRUG to move from 7.6.04 to 8.1? If so, was it smooth or bumpy ride? We will be standing up a test system with 2 app VMs and a DB to test this approach. I look forward to your feedback Tom Shurmur Sr Remedy Developer Froedtert Health System _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _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: Attachment issues on IE Browser
Hi Sreeni, Something to consider or try for this issue: From Knowledge Article KA327209 This might be caused by a lack of memory. Try to increase Java's heapsize and set the parameter inmemoryattdatalimit. For example: arsystem.attachments.inmemoryattdatalimit=153600 The problem can also be connected to the attstore folder. If you stop the servlet engine, empty the folder and start it again, it probably solves the problem temporarily. The reason why you don't see anything happening when you flush the Mid-Tier cache is because this doesn't do anything with the attstore folder. You need to manually clear this. However it is also likely the problem will reoccur at some point. I hope this helps :) Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sreeni Kotha Sent: Thursday, July 11, 2013 5:16 AM To: arslist@ARSLIST.ORG Subject: Attachment issues on IE Browser ** Dear List, We are having two issues while working on attachments. Its an intermittent issue on browser (both IE and FF). Please let me know if there is any solution for this. 1. Unable to upload an attachment. Failed to Add Attachment message displayed on pop-up. Using Run process action in active link PERFORM-ACTION-ADD-ATTACHMENT 2. Unable to Save/Open attachments. Fid is not identified java script error message displayed. Using Run process action in active link PERFORM-ACTION-SAVE-ATTACHMENT The request from browser will go to IIS and then redirect to tomcat servers on load balancer. We have tried setting parameter on IIS SSLAlwaysClientcert = TRUE but didn't work. tomcat server logs has the below error, 10-Jul-2013 08:39:35 org.apache.catalina.core.StandardWrapperValve invoke SEVERE: Servlet.service() for servlet AttachServlet threw exception java.lang.NullPointerException at com.remedy.arsys.goat.AttachmentData$AttachmentDataCache.access$500(Unknown Source) at com.remedy.arsys.goat.AttachmentData.tryReserveInMemoryHeapSize(Unknown Source) at com.remedy.arsys.goat.AttachmentData.getData(Unknown Source) at com.remedy.arsys.goat.AttachmentData.uploadToField(Unknown Source) at com.remedy.arsys.stubs.AttachServlet.doUpload(Unknown Source) at com.remedy.arsys.stubs.AttachServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doPost(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:637) at javax.servlet.http.HttpServlet.service(HttpServlet.java:717) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127) at org.jstripe.tomcat.probe.Tomcat55AgentValve.invoke(Tomcat55AgentValve.java:20) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:291) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690) at java.lang.Thread.run(Unknown Source) Environment: OS - Solaris 10 Oracle 10g ARS - 7.0.01 P11 Midtier - 7.1.00 P11 IIS 6 Tomcat 6.0 Thanks, Sreeni _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: Reconciliation Engine and New Records
Hi Lisa, A couple of questions: 1. What is the ReconciliationIdentity value of the SANDBOX records? Is it a zero 0 (If so.backup these records and then delete them and retry running the job). 2. Does a BMC.ASSET record already exist for the CI with the same Name value or ReconciliationIdentity 3. Have you looked at the reconciliation log files in install directory\ AtriumCore\Logssee if there is a merge or identification specific issue there (this should tell you something about each of the records having an issue) 4. Is the delete dataset active or Inactive [cid:image001.png@01CE7E1E.2707E2F0] Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Thursday, July 11, 2013 9:41 AM To: arslist@ARSLIST.ORG Subject: Reconciliation Engine and New Records ** Recon Engine is running, no errors, but when adding new records to Asset Management, they are not moving over to the BMC.ASSET dataset, they are stuck in the Sandbox. I'd like to see what's happening so I believe I would turn on API and SQL logging. But when I turn this on for 5 or 10 minutes, there's about 20,000 lines to wade through. What am I looking for? A simple SQL statement that's changing the DatasetID field on the Base Element form from BMC.ASSET.SANDBOX to BMC.ASSET? (I can get the Base Element form id from AR Schema form and search on that). Checked Reconciliation Job Events table and everything looks good (no errors). The only thing I can see that's sort of weird is that in Identification is modifies 198 records, but no merges (0) and no deletes (0). Lisa Kemes _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: Reconciliation Engine and New Records
Hi Lisa, I have seen in some cases when there entries with a 0 ReconciliationIdentity that it can freeze up the processing of sandbox records. Since you are in a staged environment try deleting these records and re-running the sandbox job manually from the cmdb:console form -- under the reconciliation tab -- then job history. Highlight the sandbox job and press the Start button I hope this helps. Regards, Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Thursday, July 11, 2013 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Reconciliation Engine and New Records OK, on some of the records the ReconciliationIdentity is ZERO. What does that mean? Also, what do you mean by backing up these records, deleting and then retry running the job? Or I could delete them all together (this is only staging so we are just testing here) and restart recon processes and try to create another CI. Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: Thursday, July 11, 2013 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: Reconciliation Engine and New Records ** Hi Lisa, A couple of questions: 1. What is the ReconciliationIdentity value of the SANDBOX records? Is it a zero 0 (If so.backup these records and then delete them and retry running the job). 2. Does a BMC.ASSET record already exist for the CI with the same Name value or ReconciliationIdentity 3. Have you looked at the reconciliation log files in install directory\ AtriumCore\Logssee if there is a merge or identification specific issue there (this should tell you something about each of the records having an issue) 4. Is the delete dataset active or Inactive Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Thursday, July 11, 2013 9:41 AM To: arslist@ARSLIST.ORG Subject: Reconciliation Engine and New Records ** Recon Engine is running, no errors, but when adding new records to Asset Management, they are not moving over to the BMC.ASSET dataset, they are stuck in the Sandbox. I'd like to see what's happening so I believe I would turn on API and SQL logging. But when I turn this on for 5 or 10 minutes, there's about 20,000 lines to wade through. What am I looking for? A simple SQL statement that's changing the DatasetID field on the Base Element form from BMC.ASSET.SANDBOX to BMC.ASSET? (I can get the Base Element form id from AR Schema form and search on that). Checked Reconciliation Job Events table and everything looks good (no errors). The only thing I can see that's sort of weird is that in Identification is modifies 198 records, but no merges (0) and no deletes (0). Lisa Kemes _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Define a new Assignment Method.
Hi Team Remedy, There is always a way :) In order to do what you are speaking ofTry using the following documentation link as a guide to adding your own assignment process and associated rules: https://docs.bmc.com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+Engine+into+an+application Hope this helps :) Regards, Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Team Remedy Sent: Tuesday, July 09, 2013 6:21 AM To: arslist@ARSLIST.ORG Subject: Define a new Assignment Method. Hi all, do you think that it's possible to define a new kind of Assignment Method? Now, there are three methods which are used by assignment engine for auto individual assignment Round Robin Capacity based Number Based I would like to create a customized method, in order to use it in Assignment Rule task. thanks in advance. Pietro My instance : Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4 201209051922 Service Desk 7.0 ___ 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: RPC call failed; ONC/RPC call timed out when syncing with ADDM
Hi Victor, Try looking into Knowledge Article KA371196 See if this applies to your current issue. Relates to the BMC_Impact class. Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Victor Sent: Sunday, July 07, 2013 6:26 AM To: arslist@ARSLIST.ORG Subject: RPC call failed; ONC/RPC call timed out when syncing with ADDM Hello Listers, I receive the following error (in AtriumPluginSvr.log) each time ADDM tries to sync with CMDB: Jul 05 2013 00:05:52.721 ERROR ( ?:?) - getListEntryWithFields() FAILs in plugin: BMC.ARDBC.DEPRECATION.PLUGIN ERROR (91): RPC call failed; ONC/RPC call timed out at com.bmc.cmdb.api.CMDBProxyJRpcBase.convertException(Unknown Source) at com.bmc.cmdb.api.CMDBProxyJRpcBase.convertException(Unknown Source) at com.bmc.cmdb.api.CMDBProxyJRpcBase.cmdbCall(Unknown Source) at com.bmc.cmdb.api.CMDBProxyJRpcBase.cmdbCall(Unknown Source) at com.bmc.cmdb.api.CMDBProxy.CMDBGetListInstance(Unknown Source) at com.bmc.cmdb.api.CMDBProxy.CMDBGetListInstanceWithAttributes2(Unknown Source) at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source) at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source) at com.bmc.cmdb.plugins.deputil.CMDBDeprecationPlugin.getListEntryWithFields(Unknown Source) at com.bmc.arsys.pluginsvr.plugins.a.ArdbcGlewf(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsArdbcGlewf_5(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsArdbcGlewf_4(Unknown Source) at com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source) Jul 05 2013 00:11:06.981 FATAL ( ?:?) - - GetListInstance ERROR (91): RPC call failed; ONC/RPC call timed out at com.bmc.cmdb.api.CMDBProxyJRpcBase.convertException(Unknown Source) at com.bmc.cmdb.api.CMDBProxyJRpcBase.convertException(Unknown Source) at com.bmc.cmdb.api.CMDBProxyJRpcBase.cmdbCall(Unknown Source) at com.bmc.cmdb.api.CMDBProxyJRpcBase.cmdbCall(Unknown Source) at com.bmc.cmdb.api.CMDBProxy.CMDBGetListInstance(Unknown Source) at com.bmc.cmdb.api.CMDBProxy.CMDBGetListInstanceWithAttributes2(Unknown Source) at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source) at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source) at com.bmc.cmdb.plugins.deputil.CMDBDeprecationPlugin.getListEntryWithFields(Unknown Source) at com.bmc.arsys.pluginsvr.plugins.a.ArdbcGlewf(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsArdbcGlewf_5(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsArdbcGlewf_4(Unknown Source) at com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source) As a result not all CIs discovered by ADDM are synced with CMDB. Can anyone point me into the right direction to debuging this error? My system configuration: AR System 8.0 patch 003, ITSM ver. 8.0, windows 2008, MS SQL 2008, Tomcat 6. Thanks, Victor Olufowobi ___ 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: NTS number in 7.6.4
Hi Howard, By default the Notify action will send a URL containing the Request ID of the form from where the notification is sentIn your case the NTE:Notifier form. You could write workflow to construct a URL using the Incident/Change or whatever number required and bypass the default URL attached as a function of the specific NTE:Notifier form filter. The actual Incident ID for example is stored on the NTE:Notifier form in the Request ID01 System field. Use the existing default URL passed as the foundation for building a URL that can passed which contains the form and Request ID in the specified field. Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Monday, July 08, 2013 11:29 AM To: arslist@ARSLIST.ORG Subject: NTS number in 7.6.4 ** Good morning/afternoon/evening all, I am working with a third party vendor, that thinks is can send out a URL to the users, that when clicked on will open up an incident or change (just using an incident or change number) I know that the notifications now coming out of ITSM 7.6.4 reference a NTS number and the NTE Notifier form. So my question is where does the NTS number live? Is there a copy of that number on the Helpdesk or Change form? Any ideas would be great (just be nice). As always thank you, you all, Howard [cid:image001.gif@01CE7BD0.B6890490]http://www.coxenterprises.com/ Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) [cid:image002.png@01CE7BD0.B6890490][cid:image003.png@01CE7BD0.B6890490]http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png[cid:image004.png@01CE7BD0.B6890490]http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.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 inline: image001.gifinline: image002.pnginline: image003.pnginline: image004.png
Re: Caught exception: Unable to get value of the property length
Hi Fazila, A little more information would be helpful. What are you trying to do? Ryan From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Fazila Patel Sent: Friday, July 05, 2013 4:12 AM To: arslist@ARSLIST.ORG Subject: Caught exception: Unable to get value of the property length ** Hi All I am receiving this error when running a report from the incident module. The error is Caught exception: Unable to get value of the property length object is null or undefined. I have deleted all cookies and history but am still getting the error. Please assist. [cid:image001.jpg@01CE7950.3EF289B0] Fazila Patel Remedy Administrator EOH Managed Services PS tel: +27 (10) 241 7107 | cell: +27 82 922 2322 fazila.pa...@eoh.co.zamailto:name.surn...@eoh.co.za | www.eoh.co.zahttp://www.eoh.co.za/ Consulting | Technology | Outsourcing This e-mail transmission contains confidential information, which is the property of EOH Holdings Limited and its subsidiaries (EOH). No person, other than the recipient (so indicated by the sender) may use or disclose the contents of this message, links or attachments hereto, to any person whatsoever. Unauthorised disclosure and/or use may result in civil and criminal liability. Any views expressed in this message are those of the individual sender, except where the message states otherwise and the sender is authorised to state them to be the views of any such entity. The disclaimer forms part of the content of this e-mail in terms of section 11 of the Electronic Communications and Transactions Act, 25 of 2002. Refer to EOH Disclaimerhttp://www.eoh.co.za/live/content.php?Item_ID=1746 _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.jpg
Re: Question related to placeholder forms
Hi Sagar, I am glad to see that this resolved your issue :) Unfortunately, I cannot tell you how the entry became corrupt to begin with. During the import of workflow that referenced a form that did not existan entry was created in arschema to allow for the import of associated workflow. Somehow the name got NULL'ed out :( Anyways, glad to hear you are again up and running. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse Sent: Friday, June 14, 2013 2:41 AM To: arslist@ARSLIST.ORG Subject: Re: Question related to placeholder forms ** Hi Ryan, Thanks a lot!!! The issue got resolved.The blank placeholder was there in the database. Just wondering how the blank placeholder got created. On Thu, Jun 13, 2013 at 6:59 PM, Downing, Ryan ryan_down...@bmc.commailto:ryan_down...@bmc.com wrote: ** Hi Sagar, You said you tried deleting the blank placeholder. Did it delete? Or did you get the error when you tried to delete? Perform the following SQL query: select name,schemaId from arschema You should not have any entries in the arschema form with a NULL name value. If you do have any entries with a NULL value try the following: 1. BACKUP your database 2. Delete the entry or entries in arschema where the name is NULL 3. Now try and create/modify/delete on any other form Hopefully this will allow you to save/modify other forms. I hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse Sent: Thursday, June 13, 2013 5:24 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Fwd: Question related to placeholder forms ** Hi Ryan\David, I am facing similar issue and i tried deleting the blank placeholder as well. But still i was getting same error. Did you got any solution for issue. Thanks and Regards, Sagar Valse ** Hi David, Can you delete the placeholder form? It appears this particular placeholder form is corrupt. As you stated...even placeholder forms require a name. Do you know what imported workflow would have created the placeholder form? As an FYI: Importing shared workflow not owned by the application When you import an application definition file that contains shared workflow not owned by the application, AR System can create a non-functional placeholder form for each external form associated with the shared workflow. This allows developers to modify the shared workflow owned by another application without installing the integrated application on the development server. It also ensures that the complete list of associated forms is preserved with any shared workflow. Placeholder forms are created during application import in these cases: * The import definition contains shared workflow from another application that includes a Push Fields or Set Fields action. In this case, a placeholder is created for the external form used by the Push Fields or Set Fields action. * The server configuration file (ar.cfg or ar.conf) contains the option Create-Workflow-Placeholders: T. In this case, a placeholder form is created for any external form associated with the shared workflow, regardless of the workflow action type. A placeholder form has no fields and can only be deleted. If the actual definition of a placeholder form is imported, it replaces the existing placeholder. In the Forms object list in BMC Remedy Developer Studio, placeholder forms are identified as form type None. When importing an application definition that contains shared workflow not owned by the application, the workflow object is created if it does not already exist. If the workflow object already exists, only the list of associated forms is updated. If the application that owns the shared workflow object is later imported, the workflow is replaced. If the placeholder form can be deleted then I am hoping at that point you can create/save other forms. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, April 16, 2013 2:00 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Question related to placeholder forms ** Ok, in that scenario, I can guarantee you that another form isn't at play. To be able to help we will need the actual message that you are receiving, including error number, and if you could also turn on SQL Logging on the server before you do the save, and include the relevant portions of the log with the reply, that would also help. On Tue, Apr 16, 2013 at 11:43 AM, Drake, David david.dr...@kbslp.commailto:david.dr...@kbslp.com wrote: ** Dev Studio David Drake Application Systems Analyst ITSM Application Support Koch Business Solutions, LP email: david.dr...@kbslp.commailto:david.dr...@kbslp.com | office: 316-828
Re: Question related to placeholder forms
Hi Sagar, You said you tried deleting the blank placeholder. Did it delete? Or did you get the error when you tried to delete? Perform the following SQL query: select name,schemaId from arschema You should not have any entries in the arschema form with a NULL name value. If you do have any entries with a NULL value try the following: 1. BACKUP your database 2. Delete the entry or entries in arschema where the name is NULL 3. Now try and create/modify/delete on any other form Hopefully this will allow you to save/modify other forms. I hope this helps, Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse Sent: Thursday, June 13, 2013 5:24 AM To: arslist@ARSLIST.ORG Subject: Fwd: Question related to placeholder forms ** Hi Ryan\David, I am facing similar issue and i tried deleting the blank placeholder as well. But still i was getting same error. Did you got any solution for issue. Thanks and Regards, Sagar Valse ** Hi David, Can you delete the placeholder form? It appears this particular placeholder form is corrupt. As you stated...even placeholder forms require a name. Do you know what imported workflow would have created the placeholder form? As an FYI: Importing shared workflow not owned by the application When you import an application definition file that contains shared workflow not owned by the application, AR System can create a non-functional placeholder form for each external form associated with the shared workflow. This allows developers to modify the shared workflow owned by another application without installing the integrated application on the development server. It also ensures that the complete list of associated forms is preserved with any shared workflow. Placeholder forms are created during application import in these cases: * The import definition contains shared workflow from another application that includes a Push Fields or Set Fields action. In this case, a placeholder is created for the external form used by the Push Fields or Set Fields action. * The server configuration file (ar.cfg or ar.conf) contains the option Create-Workflow-Placeholders: T. In this case, a placeholder form is created for any external form associated with the shared workflow, regardless of the workflow action type. A placeholder form has no fields and can only be deleted. If the actual definition of a placeholder form is imported, it replaces the existing placeholder. In the Forms object list in BMC Remedy Developer Studio, placeholder forms are identified as form type None. When importing an application definition that contains shared workflow not owned by the application, the workflow object is created if it does not already exist. If the workflow object already exists, only the list of associated forms is updated. If the application that owns the shared workflow object is later imported, the workflow is replaced. If the placeholder form can be deleted then I am hoping at that point you can create/save other forms. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, April 16, 2013 2:00 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Question related to placeholder forms ** Ok, in that scenario, I can guarantee you that another form isn't at play. To be able to help we will need the actual message that you are receiving, including error number, and if you could also turn on SQL Logging on the server before you do the save, and include the relevant portions of the log with the reply, that would also help. On Tue, Apr 16, 2013 at 11:43 AM, Drake, David david.dr...@kbslp.commailto:david.dr...@kbslp.com wrote: ** Dev Studio David Drake Application Systems Analyst ITSM Application Support Koch Business Solutions, LP email: david.dr...@kbslp.commailto:david.dr...@kbslp.com | office: 316-828-6113tel:316-828-6113| cell: 316-200-1991tel:316-200-1991 Error! Filename not specified.http://myitsupport/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, April 16, 2013 12:20 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Question related to placeholder forms ** By save, do you mean in dec studio or client? On Tuesday, April 16, 2013, Drake, David david.dr...@kbslp.commailto:david.dr...@kbslp.com wrote: ** Need to see if anyone has any insight into the probable cause and/or fix for the following We're no longer able to save any kind of forms. The error indicates that the fields cannot be found. This is on a brand new regular form and the core fields are right there so the error is coming from some other form that is being accessed when saving this form. We have found a placeholder form but
Re: Recent Searches
Hi Christie, Try this.the easiest way to do this would be to create a new filter On Submit of a new AR User Preference record (at execution order 999 or 1000) that sets the value of the Number of Recently Used List to '9'. This way you are not modifying the OOTB template code or data. You are creating an overlay to do what you need it to do. Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, June 12, 2013 5:58 PM To: arslist@ARSLIST.ORG Subject: Recent Searches ** Hi All - How can I change the out of the box default (for all users) on the number of items in their recently used list. It appears to be 4 items and I would like to increase it to 9. I know that I can modify the records in the AR System User Preference screen but how can I take care of people that don't have a record in that form? Thanks ARS 7.6.4 SP 4 ITSM 7.6.4 SP 4 RKM 7.6.4 SP 4 SLM 7.6.4 SP 1 Window 2008 - 64 Bit MS SQ 2005 IIS/Tomcat MidTier 7.6.4 SP 4 _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: Get Exit Code Before Adding Attachment
Hi Lisa, Try creating an Error Handler within the filter. Essentially create another filter which will handle the error in a way that it sets your Exit Code to 2 (Failure)and reference the error handler filter from the filter where the set fields fails. Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Tuesday, June 11, 2013 2:35 PM To: arslist@ARSLIST.ORG Subject: Get Exit Code Before Adding Attachment ** When I create a filter and add a Set Fields action and set an Exit Code field to: $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536870914 $Server Cmd$ Everything is fine. The Exit Code field is set to 0 (successful) and the attachment is added to my attachment field. But if the file does not exist (let's say I type arerror%.log for example), I get the error: File pointer is NULL or invalid file pointer. (ARERR 295) And all further workflow processing is stopped (the Exit Code does not get set to 2 which is Failed for example). Is there a way I can grab the exit code first, and if 0 then proceed with the adding of the attachment? If it's not there ( Exit code 2) skip the add of the attachment and go to the next workflow item. ARS 7.6.4 sp2 (Linux) Oracle DB Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-6430 lisa.ke...@devtechnology.com _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: Restarting Reconciliation Job
Hi Lisa, Try going to the RE:Job_Runs form and deleting the entry with a 'Status' of Starting Then re-run that job. Hope this helps. Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Friday, May 24, 2013 11:26 AM To: arslist@ARSLIST.ORG Subject: Restarting Reconciliation Job ** I hope someone has a presentation on Reconciliation at WWRUG13. I would love it! Question, I stopped a reconciliation job for a couple of minutes and then started it back up. It's been stuck at Starting since Wednesday. I've restarted the arsystemd and arrecond services on our Unix box and it's still stuck. We are going to reboot the server soon, but is there anything else I need to check? Thanks! ARS 7.6.04 Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-6430 lisa.ke...@devtechnology.com _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: Restarting Reconciliation Job
Glad to hear Lisa :) Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Friday, May 24, 2013 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: Restarting Reconciliation Job Ryan, That WORKED!! The only record I could find (at the time that I started the job) actually had the status of Queued. I deleted that record and it went back to a stopped state and I was able to restart it. THANK YOU! Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: Friday, May 24, 2013 11:40 AM To: arslist@ARSLIST.ORG Subject: Re: Restarting Reconciliation Job ** Hi Lisa, Try going to the RE:Job_Runs form and deleting the entry with a 'Status' of Starting Then re-run that job. Hope this helps. Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Friday, May 24, 2013 11:26 AM To: arslist@ARSLIST.ORG Subject: Restarting Reconciliation Job ** I hope someone has a presentation on Reconciliation at WWRUG13. I would love it! Question, I stopped a reconciliation job for a couple of minutes and then started it back up. It's been stuck at Starting since Wednesday. I've restarted the arsystemd and arrecond services on our Unix box and it's still stuck. We are going to reboot the server soon, but is there anything else I need to check? Thanks! ARS 7.6.04 Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-6430 lisa.ke...@devtechnology.com _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: WUT vs MidTier
Hi Lisa, You can at least enable the Object List to make searching of forms easier: To enable the AR System Object List to be displayed in a browser, you must first enable it. For more information, see Using the AR System Object Listhttps://docs.bmc.com/docs/display/ars8000/Using+the+AR+System+Object+List. 1. Open the Mid Tier Configuration Tool (http://midTierServer/shared/config/config.jsp). 2. On the AR Servers page, make sure that your home page server is included in the server list. 3. On the General Settings page: a. Verify that you have set a home page server. b. Select the Enable Object List check box. 4. Import the definition files to your home page server. (See Importing the definition fileshttps://docs.bmc.com/docs/display/ars8000/Importing+the+definition+files#Importingthedefinitionfiles-59423.) Import the definition files into your home page server. Definition files of different locales are installed with the mid tier; the default location is: midTierInstallDir\samples\ARSystemMidTierObjectList*.def Import the ARSystemMidTierObjectList.def file to your home page server by using File Import in BMC Remedy Developer Studio. This provides the default view and the related workflow in English. If you require only the English view of the form, import only this file Did you clear your mid-tier and local caches after enabling the Form Action Buttons. By Default the RE:Job_Runs form does not have these enabled. I just did this and it worked well for me. [cid:image001.jpg@01CE5892.C6447DD0] Hope this helps :) Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Friday, May 24, 2013 2:43 PM To: arslist@ARSLIST.ORG Subject: WUT vs MidTier ** I'm not sure how people are working with just the Midtier only. It's just so much harder as a developer to get to backend forms via the midtier. For example, I'm looking at the RE:Job_Runs form via the Midtier and I see the form just fine, but none of the Menus are available (search, new, advanced search etc). I have admin rights and I see the form, but not the menu. When I look at the Menu Access properties for the form, they are all checked. In the WUT, I have access to all of these menus and I'm able to do searches (specifically advanced searches). Plus it's nice on the WUT to find a form that I really don't know the exact name of. I can do find on the object list for Job and see all the forms that have the word Job in it. I guess I could do this same search in Dev Studio as well. Lisa Kemes _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.jpg
Re: Application-Delete-Entry
Hi Sandra, Try removing the @@: part of the Run Process. If it is a filter or escalation performing the action you should not need it. Typically, the @@ notation is used from an active link to signify to run on the server. Filters and escalations do run on the server. Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Friday, May 24, 2013 4:07 PM To: arslist@ARSLIST.ORG Subject: Application-Delete-Entry ** Windows Server 2008R2 ARS/ITSM 8.1 Oracle 11g Our system is using ARDBC to bring in Active Directory data for our CTM:People records. The AD data is copied to a staging form then a series of escalations normalize the data before it is pushed to CTM:People. All works great with one exception - the escalation to delete the staging records after the data push. The delete escalation worked great in Test but does not work in production. ARERROR.log entry: Fri May 24 13:32:24 2013 390603 : Failure while trying to run the filter/escalation process (ARERR 24) Fri May 24 13:32:24 2013 $PROCESS$ @@: Application-Delete-Entry CRM:PeopleStagingForm 0063348 The If Action Run Process Command Line is: $ PROCESS$ @@: Application-Delete-Entry CTM:PeopleStagingForm $Person ID$ Any ideas? Thank you, Sandra Hennigan Remedy Developer _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: WUT vs MidTier
Actually no. I am in an 8.0 environment. It still should technically work in an 7.6.04 environment :) I will give it a try on Monday in 7.6.04 if I can get an environment for it. Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Friday, May 24, 2013 3:50 PM To: arslist@ARSLIST.ORG Subject: Re: WUT vs MidTier Hi again Ryan! I've played around with the ARSystemMidTierObjectList*.def file before, but not on an OOB ITSM system, so I'll have to try this again. I looked at the RE:Job_Runs form and checked the Menu Access properties, and they are all checked (enabled). Are you working in 7.6.04? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: Friday, May 24, 2013 3:24 PM To: arslist@ARSLIST.ORG Subject: Re: WUT vs MidTier ** Hi Lisa, You can at least enable the Object List to make searching of forms easier: To enable the AR System Object List to be displayed in a browser, you must first enable it. For more information, see Using the AR System Object List https://docs.bmc.com/docs/display/ars8000/Using+the+AR+System+Object+Li st . 1. Open the Mid Tier Configuration Tool (http://midTierServer/shared/config/config.jsp). 2. On the AR Servers page, make sure that your home page server is included in the server list. 3. On the General Settings page: a. Verify that you have set a home page server. b. Select the Enable Object List check box. 4. Import the definition files to your home page server. (See Importing the definition files https://docs.bmc.com/docs/display/ars8000/Importing+the+definition+file s#Importingthedefinitionfiles-59423 .) Import the definition files into your home page server. Definition files of different locales are installed with the mid tier; the default location is: midTierInstallDir\samples\ARSystemMidTierObjectList*.def Import the ARSystemMidTierObjectList.def file to your home page server by using File Import in BMC Remedy Developer Studio. This provides the default view and the related workflow in English. If you require only the English view of the form, import only this file Did you clear your mid-tier and local caches after enabling the Form Action Buttons. By Default the RE:Job_Runs form does not have these enabled. I just did this and it worked well for me. Hope this helps J Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION OPERATIONS Sent: Friday, May 24, 2013 2:43 PM To: arslist@ARSLIST.ORG Subject: WUT vs MidTier ** I'm not sure how people are working with just the Midtier only. It's just so much harder as a developer to get to backend forms via the midtier. For example, I'm looking at the RE:Job_Runs form via the Midtier and I see the form just fine, but none of the Menus are available (search, new, advanced search etc). I have admin rights and I see the form, but not the menu. When I look at the Menu Access properties for the form, they are all checked. In the WUT, I have access to all of these menus and I'm able to do searches (specifically advanced searches). Plus it's nice on the WUT to find a form that I really don't know the exact name of. I can do find on the object list for Job and see all the forms that have the word Job in it. I guess I could do this same search in Dev Studio as well. Lisa Kemes _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Application-Delete-Entry
Technically, we would need more informationthere are 3 possibilities here: If the Action is a pure Run Process then use: Application-Delete-Entry CTM:PeopleStagingForm $Person ID$ If the action is a 'Set Fields' within a filter or escalation use: $PROCESS$ Application-Delete-Entry CRM:PeopleStagingForm $Person ID$ AND If the action is from an Active Link to delete on the server use: $PROCESS$ @@: Application-Delete-Entry CRM:PeopleStagingForm $Person ID$ Againhope this helps Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Friday, May 24, 2013 5:40 PM To: arslist@ARSLIST.ORG Subject: Re: Application-Delete-Entry ** Ryan is on the mark there.. But I'm curious how it worked on dev.. Did you move the workflow using standard migration methods or did you manually recreate it where you must have missed the not needing the @@ part? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: Friday, May 24, 2013 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Application-Delete-Entry Hi Sandra, Try removing the @@: part of the Run Process. If it is a filter or escalation performing the action you should not need it. Typically, the @@ notation is used from an active link to signify to run on the server. Filters and escalations do run on the server. Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra Sent: Friday, May 24, 2013 4:07 PM To: arslist@ARSLIST.ORG Subject: Application-Delete-Entry ** Windows Server 2008R2 ARS/ITSM 8.1 Oracle 11g Our system is using ARDBC to bring in Active Directory data for our CTM:People records. The AD data is copied to a staging form then a series of escalations normalize the data before it is pushed to CTM:People. All works great with one exception - the escalation to delete the staging records after the data push. The delete escalation worked great in Test but does not work in production. ARERROR.log entry: Fri May 24 13:32:24 2013 390603 : Failure while trying to run the filter/escalation process (ARERR 24) Fri May 24 13:32:24 2013 $PROCESS$ @@: Application-Delete-Entry CRM:PeopleStagingForm 0063348 The If Action Run Process Command Line is: $ PROCESS$ @@: Application-Delete-Entry CTM:PeopleStagingForm $Person ID$ Any ideas? Thank you, Sandra Hennigan Remedy Developer _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Service Request Error
Hi Robert, Error 44699 comes from filter: HPD:INC:Assignment_036_AsgRouting (or another AST filter which you do not care about for this issue) Has the setting to auto create an associated Incident been enabled within SRM (this appears to be the case as it is the Incident form throwing the error)? If so, you need to create an Incident Assignment record for the company/classification or a sub-set thereof. Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Monday, May 20, 2013 10:04 PM To: arslist@ARSLIST.ORG Subject: Re: Service Request Error ** Damn I thought no one would find out :) Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Monday, May 20, 2013 9:43 PM To: arslist@ARSLIST.ORG Subject: OT: Service Request Error Is that what you do for fun Joe? :) Sent from my iPhone On May 20, 2013, at 9:24 PM, Joe D'Souza jdso...@shyle.netmailto:jdso...@shyle.net wrote: ** Just for fun, have you tried creating another similar SR from scratch? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley Sent: Monday, May 20, 2013 8:59 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Service Request Error ** Hi Roger, I have created 1 rule and still receive the error. Our system has been live for over a year with very minor issues and now we have this one that will not clear. I have rebuilt the template, applied it to the AOT, and updated the PDT with no success when I click on Retry. Thank you. On Mon, May 20, 2013 at 4:50 PM, Roger J rjust2...@aol.commailto:rjust2...@aol.com wrote: ** You need to create at least one SR Auto Assignment rule to insure that the SR is assigned. -Original Message- From: Robert Heverley robert.hever...@gmail.commailto:robert.hever...@gmail.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Mon, May 20, 2013 8:45 pm Subject: Service Request Error ** Hello Listers, I have run into a wall while attempting to resolve an error: (44699: , No groups were found using automated routing. You need to manually select a group.;) within Service Request. How do I manually select a group? Any help would be greatly appreciated! Thank you, Robert _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Alert List Delete admin permission only issue
Hi Dee, Try creating your own Delete button. Create an Active Link that fires on the button to perform a Run Process @@:Application-Delete-Entry $SCHEMA$ Request ID (where Request ID = column with Request ID) Hope this helps. Ryan. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dee Sent: Wednesday, May 15, 2013 10:16 AM To: arslist@ARSLIST.ORG Subject: Remedy Alert List Delete admin permission only issue Good Morning List, We are still on Remedy alert and ARS 7.5 Patch 4 with oracle 11g and unix 6.1.7. Mt same version. On the Alert List form, the table view I have enabled the delete button, having the all permissions. However, non-admins cannot execute without getting Must have Adminstrative Permission to perform this operation ARRER 304). ___ 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: issue using AIE to populate the AST:AssetPeople form
Hi Joe, It is a little difficult to follow your message as there is no new lines….but….if I understand correctly the creation of the “AST:AssetPeople” relationship fails…… There is a rule in ITSM/CMDB that requires certain information be available in order to create the “AST:AssetPeople” relationship between a CI and a “CTM:People” record when the type of relationship is a “Used By” type and the CI is a “Computer System”. If I recall correctly the “CTM:People” record must be reconciled. This means that the “ReconciliationIdentity” field on the “CTM:People” record must have a value of other than “0” or NULL. Whenever a ‘People’ record is created ( meaning submit)…a record is created in the BMC_Person class form in the “SANDBOX” dataset. When this record is reconciled to the production dataset (BMC.ASSET) it synchronizes the BMC_Person ReconciliationIdentity field back to the CTM:People record. This is needed so that when an “AST:AssetPeople” relationship is created it can also create the associated BMC_Dependency class record for the same relationship (essentially a synchronization between ITSM and CMDB for both People and CI associations). Can you try manually making a “Used By” relationship from one of the People records to a CI where you get the Error: IE: People record -- KENNETH.KREUTTER@DHS.GOVUSER'S EMAIL ADDRESS OR Query the CTM:People form to see which records have a ‘ReconciliationIdentity’ of either NULL or “0”…..if there are any…these people records cannot be properly associated to a “Computer System” CI where the role is “Used By”. The “BMC_Dependency” record created as a result of creating the “AST:AssetPeople” record requires that the “CTM:People” record have a ‘ReconciliationIdentity” value to pass to the dependency class as it is a required field. I am currently not online but will reply back with the exact filter name which give the error in this case…it is something like…”The Person you are attempting to make a relationship to has not been reconciled, please reconcile the person or contact your system administrator” Turn on server side filter logging while running AIE ….look for this message (not verbatim as I am guessing right now at the verbiage of the error). I will get more explicit information by tomorrow. Hope this helps for now ☺ Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Newmark Sent: Monday, April 29, 2013 12:49 PM To: arslist@ARSLIST.ORG Subject: issue using AIE to populate the AST:AssetPeople form ** Hi all, I am using Remedy 7.6.04 and I need to import records to the CMDB from a flat file. The CI goes in with no issues, but when I try to create a people relationship between the person the uses the CI (as listed in the flat file) I am getting an error. I have an AIE AR form data exchange that takes the data from the flat file, does a SQL search in the AR database to get the Person ID (PPL) of the user from the people form(which is working correctly) and then I try to create the record on AST:AssetPeople. The error I am getting shows up in the data exchange log as follows: AddAssetToAR: Error processing entry , form AST:AssetPeople AddAssetToAR: AR API returned error during ARCreateEntry rc = 2 Required name parameter (or name field in a parameter) is empty. (102) (1) Data Exchange Log: [Mon Apr 29 2013 09:36:19.2530] - + ARSetEntry -- Form [EIE:Exchange_Runs] for Entry [733] [Mon Apr 29 2013 09:36:19.2680] - - ARSetEntry OK [Mon Apr 29 2013 09:36:19.2680] - Process command: select c1,C100017,c100048 from T1190 Where c100048='USER'S EMAIL ADDRESS' [Mon Apr 29 2013 09:36:19.2680] - Data obtained from Source for mappings: 'iSYS AssetPeopleForm' [Mon Apr 29 2013 09:36:19.2680] - Rule 1 : 'FORM', Value: 'People' [Mon Apr 29 2013 09:36:19.2680] - Rule 2 : 'ROLE', Value: 'Used by' [Mon Apr 29 2013 09:36:19.2680] - Rule 3 : ''Full Name'', Value: 'USER'S NAME' [Mon Apr 29 2013 09:36:19.2680] - Rule 4 : 'TargetSQL|select c1 from T1190 Where c100048='$Unique_Users_EmployeeEmail$' ', Value: 'PPL00011996' [Mon Apr 29 2013 09:36:19.2680] - Rule 5 : 'CellNumber', Value: '20226X' [Mon Apr 29 2013 09:36:19.2680] - Key Rule 1 : 'Unique_Users_EmployeeEmail', Value: 'USER'S EMAIL ADDRESS' [Mon Apr 29 2013 09:36:19.2680] - Setting field values of Target for mappings 'iSYS AssetPeopleForm' [Mon Apr 29 2013 09:36:19.2680] - Rule 1 : set to 'People' [Mon Apr 29 2013 09:36:19.2680] - Rule 2 : set to '6000' [Mon Apr 29 2013 09:36:19.2680] - Rule 3 : set to 'USER'S NAME' [Mon Apr 29 2013 09:36:19.2680] - Rule 4 : set to 'PPL00011996' [Mon Apr 29 2013 09:36:19.2680] - Rule 5 : set to '20226x' [Mon Apr 29 2013 09:36:19.2680] - Key Rule 1 : set to 'USER'S EMAIL ADDRESS' [Mon Apr 29 2013 09:36:19.2680] - Adding entry USER'S EMAIL ADDRESS.to form 'AST:AssetPeople' [Mon Apr 29 2013 09:36:19.2680] - +
Re: Auto-create a Problem Investigation
Hi Mark, If you could provide a little more information. What criteria needs to be met before the Problem Investigation is auto created? Example: 5 Incidents created within a 24 hour period with the same classifications and pertain to the same issue? Or perhaps an event correlating engine traps a number of similar events that all lead to a failure of a specific network node? The possibilities are endless You speak of making an associationwould this be to a primary incident that has 1 or more duplicatesor another entity? This type of information would help in determining the best way to approach the auto creation and association of a problem investigation. It can certainly be done. Ultimately, if your criteria is met and you have a parent entity with a unique identifier (assuming this is another arsystem form) the problem investigation can be created along with an association to it. Whether or not this is accomplished using active links or filters depends on your requirement of meeting the criteria and what that entails. Hope this helps, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, April 26, 2013 11:51 AM To: arslist@ARSLIST.ORG Subject: Auto-create a Problem Investigation ** HI All TFIG, I have a requirement to automatically create a Problem Investigation when a certain criteria is met. Could be executed by filters or active links. Is there a way to do that. Of course it would be ideal if this was something in ITSM that just needed to be turned on rather than constructing new. Probably the hard part is creating the association. Any suggestions greatly appreciated. ARS 7.6.04 SP3 ITSM 7.6.04 SP3 Thanks Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE427F.05FE1320] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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.gif
Re: Auto-create a Problem Investigation
Hi Mark,
OkSince this an escalation triggering incidents which match the
qualification or criteria...whatever that criteria may beyou will want to
perform the following steps (this is a suggested waythere are many ways to
accomplish what you want to do):
1. For Incidents which match the criteria perform a set-fields operation
from the calling escalation. Set fields to the z1D_Action field (or any other
display only field) on the Incident form to a keyword of something like
AUTO_CREATE_PROBLEM.
2. Create a new filter on the HPD:Help Desk form which fires on
Modify with a Run If qualification of z1D_Action = AUTO_CREATE_PROBLEM.
Have it fire at a low execution order...say '1'. We want it to fire with a low
execution order so that we can bypass the rest of the incident filters later
with a goto execution order filter action. Also, when it comes to saving the
filter use the naming convention with a '! At the end of the name so that we
can bypass filter phasing and force the push to the Problem form immediately (
EX:XXX:HPDPBM:AutoCreateProblem'! ) where XXX = Your company prefix :
HPDPBM = Integration between Incident and Problem : AutoCreateProblem =
general function of the filter : '! = naming standard to bypass filter
phasing. Create filter actions below...
3. The first filter action will be a push fields operation to the
PBM:Problem Investigation form -- Pushing all of the fields your require to
be pushed. Also, you will want to push a keyword to the Problem z1D_Action
display-only field (say CREATE_HPDPBM_ASSOCIATIONS). In addition, you will
want to push the Incident Number value to another display-only field as this
will be needed for the creation of the association records.
4. Create a second action -- GoTo -- Execution Order 999 (so that we
first push to create the problem record ... and then skip the rest of the
incident filters triggered by the escalation on the associated incident)
5. Create a new filter on the PBM:Problem Investigation form that fires
on Modify where the Run If qualification is z1D_Action =
CREATE_HPDPBM_ASSOCIATIONS. Have this filter fire late in execution
ordersay 999 so that ALL Problem filters fire before we push to the
association forms (simply to give other problem filters the chance to catch any
data related issues and error out if needed) (do not use the '! Naming
standard for this filter) ... Create filter actions below
6. Create a filter action to perform a push fields operation to the
HPD:Association form (using the Incident Number that was pushed to the
problem form in step 3). You will need to look at an existing record in the
HPD:Associations form to get all of the data fields you will need to
pushI do not remember them all off the top of my head :)Push all
required fieldsmaking sure that you follow what ID's go where as this is
important (IE: Incident ID goes to Request ID_01 field and where Problem ID
goes to Request_ID_02 field)
7. Create a second filter action to perform a push fields operation to
the PBM:Association form (using the Problem Number on the current form). You
will need to look at an existing record in the PBM:Associations form to get
all of the data fields you will need to pushI do not remember them all off
the top of my head :)Push all required fieldsmaking sure that you
follow what ID's go where as this is important (IE: Problem ID goes to Request
ID_01 field and where Incident ID goes to Request_ID_02 field)...
8. Done :)
I hope this helpslet me know how it goes. (Hopefully I did not miss a
stepI will review this again later but wanted to get it out now)
Regards,
Ryan.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation
**
Hi Ryan,
The criteria that fires the workflow really does matter but for the sake of
discussion lets use ('Priority' = Critical) AND ('Status Pending) AND
'Submit Date ($TIMESTAMP - 4 hours) . An escalation looks for incidents that
meet this criteria and on a match sets the field 'Create Problem' to Yes.
Then using something like ('DB.Create Problem' = $NULL$ and 'TR.Create Problem'
= Yes), workflow creates the problem investigation.
I could do a push field directly to the Problem Investigation but I need to
relate it to the Incident that fired the workdflow.
Mark
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, April 26, 2013 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation
**
Hi Mark,
If you could provide a little more information. What criteria needs to be met
before the Problem Investigation is auto created? Example: 5 Incidents created
within a 24 hour period
Re: Incident Console column - no data
Hi Mark, I have just performed the same steps you have (granted I am working on an 8.1 version of ITSM) without any issues. What was the field you added? Did it have a Zero length or a length greater than 255? (if this was the case you would not have seen the value at all) A few things to check: 1. Ensure all of the added fields have proper permissions (Help Desk field, Join field, and column field) 2. Clear local and mid-tier caches 3. Test with new datacreate a new incident with the new field data added 4. Press the refresh button on the Incident console if it was already open (and showing the blank column) 5. Make sure the Incident records you updated data with are the ones you are looking for in the tableIE: It is an incident in one of your groups 6. If all previous has failedAscertain the table fields EXTERNAL QUAL for both external fields involved and ensure the qualification makes sense for the non-watch list version and the watch list version of the table refresh. Hope this helps Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Thursday, April 25, 2013 2:47 PM To: arslist@ARSLIST.ORG Subject: Incident Console column - no data ** Hi All, I want to display a new column in the Incident Console Added the field to the Incident (HPD:Help Desk) and then added some data. Added the field to the HPD:CFG_IncidentWatchList join form, then searched on the join form to verify the data is on the form. Added the field column to the z2TH Incidents table, and then refreshed the mid-tier. When I open the Incident Console the new column is there but no data is displayed. However if I select Show Watch List, the data does appear. What am I missing? Is there another join form I need to update? ITSM 7.6.04 SP3 Mark Mark Brittain Remedy Developer ITILv3 Foundation NaviSite - A Time Warner Cable Company mbritt...@navisite.commailto:mbritt...@navisite.com Office: 315-453-2912 x5335 Mobile: 315-882.5360 [cid:image001.gif@01CE41CA.F8FA8550] This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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.gif
Re: RKM prefixing Article ID
Hi Nathan, The following Active Links call services which return the DocID: RKM:CNK:OnBtnCreate_100_CreateArticleRecords RKM:KAM:ServiceCall_initOnWinDisplay The following filters call services which formulate the end value: RKM:KAM:OnService_015_GetKAMIDs RKM:KAM:OnService_020_SetDocID (This filter is the one which creates the value of the DocID) Set fields is: z1D_Char003 = KBA + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, LENGTHC($z1D Char01$)) (This is why there is 11 characters total) This value is returned to calling AL: RKM:KAM:ServiceCall_initOnWinDisplay (From AL log): ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 4:55:42 AM ms 797 True actions: action 0 ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:- Global -,302300654:Calbro Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default Administrator View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)]) Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 2:09 AM To: arslist@ARSLIST.ORG Subject: RKM prefixing Article ID ** We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros + 108). Has anyone tried putting prefix on Article ID? ~ Nathan _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: RKM prefixing Article ID
Hi Peter, I was looking at an 8.1 version of the RKM code. I will see if I can find a 7.6.04 SP2 version to look at. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain Sent: Wednesday, April 17, 2013 10:25 AM To: arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Hi Ryan, Could you confirm the version you posted the code from as we don't have the service filters you refer to and the active link runs as follows without the DocID field: ActiveLink: RKM:KAM:ServiceCall_initOnWinDisplay - Wed Apr 17 2013 15:14:09 True actions: True action: ARACTService(itsm,RKM:KnowledgeArticleManager,0,inputField:[302300653:(new EnumType(9)),302300500:(F(windowID,302300500).G()),302300539:(F(windowID,302300539).G()),302300544:(F(windowID,302300544).G()),302301021:(F(windowID,302301021).G()),11:(F(windowID,11).G())],outputField:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]); action 0 ARACTService(4, itsm, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SPR0153,302301021:KM0050560C63F2K65uUQ7_xnAAVkUA,11:- Global -],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]) We are on 7.6.04 SP2 Cheers Peter From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: 17 April 2013 14:52 To: arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Hi Nathan, The following Active Links call services which return the DocID: RKM:CNK:OnBtnCreate_100_CreateArticleRecords RKM:KAM:ServiceCall_initOnWinDisplay The following filters call services which formulate the end value: RKM:KAM:OnService_015_GetKAMIDs RKM:KAM:OnService_020_SetDocID (This filter is the one which creates the value of the DocID) Set fields is: z1D_Char003 = KBA + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, LENGTHC($z1D Char01$)) (This is why there is 11 characters total) This value is returned to calling AL: RKM:KAM:ServiceCall_initOnWinDisplay (From AL log): ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 4:55:42 AM ms 797 True actions: action 0 ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:- Global -,302300654:Calbro Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default Administrator View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)]) Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 2:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: RKM prefixing Article ID ** We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros + 108). Has anyone tried putting prefix on Article ID? ~ Nathan _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives
Re: RKM prefixing Article ID
Nathan, Glad to hear you have it figured out :) Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 10:52 AM To: arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Thanks guys for your reply. Actually I forgot to mention, we are on 7.6.04. What Ryan mentioned works in 8.*. But we figured it out for 7.6.04 as well, it is done in RKM Plugin through filter API call. On Wed, Apr 17, 2013 at 7:54 PM, Peter Romain p.romain.arsl...@parsolutions.co.ukmailto:p.romain.arsl...@parsolutions.co.uk wrote: ** Hi Ryan, Could you confirm the version you posted the code from as we don't have the service filters you refer to and the active link runs as follows without the DocID field: ActiveLink: RKM:KAM:ServiceCall_initOnWinDisplay - Wed Apr 17 2013 15:14:09 True actions: True action: ARACTService(itsm,RKM:KnowledgeArticleManager,0,inputField:[302300653:(new EnumType(9)),302300500:(F(windowID,302300500).G()),302300539:(F(windowID,302300539).G()),302300544:(F(windowID,302300544).G()),302301021:(F(windowID,302301021).G()),11:(F(windowID,11).G())],outputField:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]); action 0 ARACTService(4, itsm, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SPR0153,302301021:KM0050560C63F2K65uUQ7_xnAAVkUA,11:- Global -],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]) We are on 7.6.04 SP2 Cheers Peter From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan Sent: 17 April 2013 14:52 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: RKM prefixing Article ID ** Hi Nathan, The following Active Links call services which return the DocID: RKM:CNK:OnBtnCreate_100_CreateArticleRecords RKM:KAM:ServiceCall_initOnWinDisplay The following filters call services which formulate the end value: RKM:KAM:OnService_015_GetKAMIDs RKM:KAM:OnService_020_SetDocID (This filter is the one which creates the value of the DocID) Set fields is: z1D_Char003 = KBA + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, LENGTHC($z1D Char01$)) (This is why there is 11 characters total) This value is returned to calling AL: RKM:KAM:ServiceCall_initOnWinDisplay (From AL log): ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 4:55:42 AM ms 797 True actions: action 0 ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 9,302300500:Work In Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:- Global -,302300654:Calbro Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default Administrator View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)]) Hope this helps. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt Sent: Wednesday, April 17, 2013 2:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: RKM prefixing Article ID ** We want to put a prefix on Article ID (DOCID in database view RKM_KnowledgeArticleManager) for any KM article created. We are able to prefix DE_ to Request ID, but seems like Article ID is generated from Request ID somehow and we are not able to figure it out even after looking all filter, sql logs. For example, for an article, Request ID generated is seen as DE_KBA00108, but DOCID is still KBA0108. Another interesting thing is without our prefix DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of DOCID is 11 characters (KBA + 5 zeros + 108). Has anyone tried putting prefix on Article
Re: Question related to placeholder forms
Hi David, Can you delete the placeholder form? It appears this particular placeholder form is corrupt. As you stated...even placeholder forms require a name. Do you know what imported workflow would have created the placeholder form? As an FYI: Importing shared workflow not owned by the application When you import an application definition file that contains shared workflow not owned by the application, AR System can create a non-functional placeholder form for each external form associated with the shared workflow. This allows developers to modify the shared workflow owned by another application without installing the integrated application on the development server. It also ensures that the complete list of associated forms is preserved with any shared workflow. Placeholder forms are created during application import in these cases: * The import definition contains shared workflow from another application that includes a Push Fields or Set Fields action. In this case, a placeholder is created for the external form used by the Push Fields or Set Fields action. * The server configuration file (ar.cfg or ar.conf) contains the option Create-Workflow-Placeholders: T. In this case, a placeholder form is created for any external form associated with the shared workflow, regardless of the workflow action type. A placeholder form has no fields and can only be deleted. If the actual definition of a placeholder form is imported, it replaces the existing placeholder. In the Forms object list in BMC Remedy Developer Studio, placeholder forms are identified as form type None. When importing an application definition that contains shared workflow not owned by the application, the workflow object is created if it does not already exist. If the workflow object already exists, only the list of associated forms is updated. If the application that owns the shared workflow object is later imported, the workflow is replaced. If the placeholder form can be deleted then I am hoping at that point you can create/save other forms. Regards, Ryan. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, April 16, 2013 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: Question related to placeholder forms ** Ok, in that scenario, I can guarantee you that another form isn't at play. To be able to help we will need the actual message that you are receiving, including error number, and if you could also turn on SQL Logging on the server before you do the save, and include the relevant portions of the log with the reply, that would also help. On Tue, Apr 16, 2013 at 11:43 AM, Drake, David david.dr...@kbslp.commailto:david.dr...@kbslp.com wrote: ** Dev Studio David Drake Application Systems Analyst ITSM Application Support Koch Business Solutions, LP email: david.dr...@kbslp.commailto:david.dr...@kbslp.com | office: 316-828-6113| cell: 316-200-1991 Error! Filename not specified.http://myitsupport/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj Sent: Tuesday, April 16, 2013 12:20 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Question related to placeholder forms ** By save, do you mean in dec studio or client? On Tuesday, April 16, 2013, Drake, David david.dr...@kbslp.commailto:david.dr...@kbslp.com wrote: ** Need to see if anyone has any insight into the probable cause and/or fix for the following We're no longer able to save any kind of forms. The error indicates that the fields cannot be found. This is on a brand new regular form and the core fields are right there so the error is coming from some other form that is being accessed when saving this form. We have found a placeholder form but it doesn't have a name (even though that's a required field) and we suspect that may be the culprit. Has anyone any insight into this or something similar? Thanks! ITSM 7.6.04 SP2, SQL2K5, Windows Server David Drake Application Systems Analyst ITSM Application Support Koch Business Solutions, LP email: david.dr...@kbslp.commailto:david.dr...@kbslp.com | office: 316-828-6113| cell: 316-200-1991 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
