REST API in ARS 19.02

[Fawver, Dustin]

Greetings!

Has anyone else upgraded to ARS 19.02 and has been using REST API?  I ask 
because I upgraded from 9.1.04.002 to 19.02.  I have a site and a few programs 
that interact with ARS via the REST API.  Here's an example URL that's sent to 
the server.

https://:8443/api/arsys/v1/entry/HPD:HelpDesk?q=%27Short+Description%27+%3d+%22Remove+user+from+security+and+access+groups%22+AND+%27Status%27+%3d+%22Assigned%22+AND+%27Assigned+To+Group%2b%27+%3d+%22Help+Desk%22=values(Case
 ID%2b,Requester ID%2b)

This query worked just fine while running 9.1.04.  Now I get this error message.


Error 124: One of the items specified in the field or value list contains 
error. none exist field Case ID, on schema HPD:HelpDesk

The field does exist.  I wonder if the '+' being in the field's database name 
is throwing something off.  I have tried removing the %2b, putting a '+' sign 
back in, and also using the field label instead of the name.

Any ideas?
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
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RE: [EXTERNAL] RE: Special characters in Run-If qualifications

[Fawver, Dustin]

Doug,

Thank you for the information.  That fixed my issue.  The workflow is working 
great!

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: ARSList  On Behalf Of Mueller, Doug
Sent: Friday, February 15, 2019 12:45 AM
To: ARSList 
Subject: [EXTERNAL] RE: Special characters in Run-If qualifications

Dustin,

You are right on your assumption.   You are saying the following

Zero or more characters followed by ONE of the characters E, X, T, E, R, N, A, 
or L followed by the string " Web Form Submission"  (quotes here are just to 
identify the string in my sentence) followed by zero or more characters.

Your string doesn't match that

Try the following qualifier:

'Subject:__c' LIKE "%[[]EXTERNAL] Web Form Submission%"

Notice the [[] after the %.   This says to match the one character [   And, 
since you no longer have an open [, the string EXTERNAL is just that, a string 
you are matching.  And the closing ] has no special significance as there is no 
opening [ that is trying to find a matching closing marker.


The issue is a typical challenge that you need to escape special syntax 
characters in your search.

If similarly you wanted to match the character %, you need to put [%] in your 
search string to say to find any of the characters between the [] and by there 
being only one character %, it says to match the character %.   % doesn't have 
special meaning within a [] control.

Anyway, try the search as I modified it above.  I think you will find that it 
does what you are looking for.

Doug Mueller


From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Fawver, Dustin
Sent: Thursday, February 14, 2019 4:22 PM
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] Special characters in Run-If qualifications

Greetings!

ARS 9.1.04.002

Whenever our ARS server processes an incoming email message, it sends the 
various parts of the message (From, To, Subject, Body) into different fields in 
an secondary form.  One of the filters that gets evaluated during this process 
has the following Run-If statement.

'Subject:__c' LIKE "%[EXTERNAL] Web Form Submission%"

The subject line of my test email reads:

[EXTERNAL] Web Form Submission - Lost Outlook and OneDrive coonections

Since the filter wasn't firing, I turned on logging.  The log says that the 
filter failed qualification.  I checked for misspellings and spacing issues.  
What I'm not sure of is if those brackets are causing an issue with the 
qualification.

Any ideas?
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
[itslogo]<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.etsu.edu_helpdesk=DwMFAg=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=zYKHGihF4icDlNsgMPf82JYjjdgAtCBU4XE4_sOizQo=nWgRneIoh10UW8dJApNYwRdJIrB6FMVK0k9r69AiLew=6fybCNyiOW3gnBs1BDDANtgIInmDXsN6R53AsRTTCdY=>


The [EXTERNAL] tag in the subject line identifies emails that do NOT originate 
from an ETSU person or service. Please exercise caution when handling emails 
from external sources. Any email that is unsolicited and requires you to take 
immediate action, appears to be forged or is PHISHING for information can be 
verified by emailing the ITS Help Desk.
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Special characters in Run-If qualifications

[Fawver, Dustin]

Greetings!

ARS 9.1.04.002

Whenever our ARS server processes an incoming email message, it sends the 
various parts of the message (From, To, Subject, Body) into different fields in 
an secondary form.  One of the filters that gets evaluated during this process 
has the following Run-If statement.

'Subject:__c' LIKE "%[EXTERNAL] Web Form Submission%"

The subject line of my test email reads:

[EXTERNAL] Web Form Submission - Lost Outlook and OneDrive coonections

Since the filter wasn't firing, I turned on logging.  The log says that the 
filter failed qualification.  I checked for misspellings and spacing issues.  
What I'm not sure of is if those brackets are causing an issue with the 
qualification.

Any ideas?
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

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RE: [EXTERNAL] Re: Question about parent groups

[Fawver, Dustin]

LJ,

I had not considered that because I’m not at all familiar with it.  I was 
concerned at the time about having to update the group names on user profiles 
(a custom form), “Assigned to Group” field on tickets, string values in 
workflow and such.  I didn’t want things to break.  Amazingly enough, nothing 
broke, aside from these field accessibility issues.  As of now, I’m getting 
around this issue by adding folks to the old group.  Management would like for 
those old names to be removed as soon as I can find a feasible way of doing so.

Another factor that came into play is that when these groups were created eons 
ago, their group IDs were < 1000.  That range is now in the BMC restricted 
airspace.  I felt it best to have the new group IDs within the acceptable 
range.  I was thinking that if I also changed the group IDs for the old groups 
as well as the names, that would definitely meant having to touch the forms.

I hope this makes sense.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: ARSList  On Behalf Of LJ LongWing
Sent: Wednesday, February 06, 2019 6:04 PM
To: ARSList 
Subject: [EXTERNAL] Re: Question about parent groups

Dustin,
I know this doesn't answer your question, but did you consider using the 
DataWizard to actually change the names instead of creating a whole new 
architecture?

On Wed, Feb 6, 2019 at 3:59 PM Fawver, Dustin 
mailto:faw...@mail.etsu.edu>> wrote:
Greetings!

Management wanted me to change the name of some groups, some majorly and some 
not so much.  So I created the new groups and made them the parent of the 
respective old group.  According to 
https://docs.bmc.com/docs/itsm91/hierarchical-groups-using-a-parent-group-for-permission-inheritance-608490644.html,
 it says that all permissions assigned to a child group are passed on to its 
parent group.  However, what I’m seeing is that if a user account is a member 
of the parent group but not the child group, some elements of certain forms are 
inaccessible for that user account.

I was expecting that parent groups would be able to access things that the 
child groups can access.  Isn’t it supposed to work that way, or am I going to 
have to touch the forms and fields in Dev Studio and adjust permissions?
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
[itslogo]<http://www.etsu.edu/helpdesk>

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The [EXTERNAL] tag in the subject line identifies emails that do NOT originate 
from an ETSU person or service. Please exercise caution when handling emails 
from external sources. Any email that is unsolicited and requires you to take 
immediate action, appears to be forged or is PHISHING for information can be 
verified by emailing the ITS Help Desk.
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Question about parent groups

[Fawver, Dustin]

Greetings!

Management wanted me to change the name of some groups, some majorly and some 
not so much.  So I created the new groups and made them the parent of the 
respective old group.  According to 
https://docs.bmc.com/docs/itsm91/hierarchical-groups-using-a-parent-group-for-permission-inheritance-608490644.html,
 it says that all permissions assigned to a child group are passed on to its 
parent group.  However, what I'm seeing is that if a user account is a member 
of the parent group but not the child group, some elements of certain forms are 
inaccessible for that user account.

I was expecting that parent groups would be able to access things that the 
child groups can access.  Isn't it supposed to work that way, or am I going to 
have to touch the forms and fields in Dev Studio and adjust permissions?
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

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RE: [EXTERNAL] Re: Letting users link to external files

[Fawver, Dustin]

I disagree with the AWS suggestion.  It creates significant file management 
overhead, especially at the beginning.  There could be additional costs.  One 
would also have to have a way of keeping those files synchronized.  The issue 
is not one of making the files easily accessible to the AR server.  It’s making 
the AR server a convenient gateway for users to quickly locate and access 
certain files, instead of having to navigate through something like File 
Explorer in Windows.

If the AR server doesn’t have access to the file servers themselves, I don’t 
think that the view field would work, as the file server’s OS would deny it 
access.  I am presuming that file security will simply be handled at the 
OS-level.

Misi, will you need to have ARS control what different users see depending upon 
their group membership?

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: ARSList  On Behalf Of Tauf Chowdhury
Sent: Wednesday, January 16, 2019 4:49 AM
To: ARSList 
Subject: [EXTERNAL] Re: Letting users link to external files

You can always dump your files in an AWS S3 bucket and set appropriate general  
access permissions. You can then just hyperlink to the files in question.
Sent from my iPhone

On Jan 16, 2019, at 4:27 AM, Misi Mladoniczky mailto:m...@rrr.se>> 
wrote:
Hi,

No, that is not what is needed. There are a lot of different permissions on the 
file system level, and we can not have the AR server access the file servers.

I just want to have an easy way to pick a file/path (or copy/paste it) into a 
Remedy form, and then be able to display this as a clickable link (or have a 
button to open it).

It would also be nice if the file could be loaded for preview in a View Field 
on request...

Best Regards - Misi, RRR AB, 
http://www.rrr.se
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
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January 15, 2019 1:52 PM, "LJ LongWing" 
mailto:%22lj%20longwing%22%20%3clj.longw...@gmail.com%3e>>
 wrote:
I have a file system ardbc plugin I've been working on that would work well to 
enable that activity.

On January 15, 2019 5:37:54 AM "Misi Mladoniczky" 
mailto:m...@rrr.se>> wrote:
Hi,

What would be good ways to allow users to enter a link to an external file or 
directory in the file system, and then allow other users follow these links to 
open the files/directories?

The interface would be Mid-Tier.

Best Regards - Misi, RRR AB, 
http://www.rrr.se
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
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Find these products, and many free tools and utilities, at 
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The [EXTERNAL] tag in the subject line identifies emails that do NOT originate 
from an ETSU person or service. Please exercise caution when handling emails 
from external sources. Any email that is unsolicited and requires you to take 
immediate action, appears to be forged or is PHISHING for information can be 
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RE: [EXTERNAL] Emails

[Fawver, Dustin]

I still look forward to them.  

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: ARSList  On Behalf Of Roger Justice via 
ARSList
Sent: Sunday, January 06, 2019 4:34 PM
To: arslist@arslist.org
Cc: rjust2...@aol.com
Subject: [EXTERNAL] Emails

I have not seen any Arslist emails for a few weeks. Is anyone still using this?

Roger

The [EXTERNAL] tag in the subject line identifies emails that do NOT originate 
from an ETSU person or service. Please exercise caution when handling emails 
from external sources. Any email that is unsolicited and requires you to take 
immediate action, appears to be forged or is PHISHING for information can be 
verified by emailing the ITS Help Desk.
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RE: [EXTERNAL] Where to find the ITSM Suite Entry Points?

[Fawver, Dustin]

Thomas,

While I don't have the ITSM suite, you may be looking for the Entry Points 
section in a form's 'Definitions' tab in Developer Studio.  Does that help or 
are you looking more to customizing the menu shown below?


Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Thomas 
Miskiewicz
Sent: Wednesday, August 22, 2018 6:05 AM
To: ARSList 
Subject: [EXTERNAL] Where to find the ITSM Suite Entry Points?

Hello Listers,

where I do find the Entry Points like New Incident and Search Incident in the 
ITSM Suite?


Thank you

Thomas

[cid:image003.jpg@01D439E2.05248AA0]

The [EXTERNAL] tag in the subject line identifies emails that do NOT originate 
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RE: [EXTERNAL] Re: BMC Remedy Helix - is it really a thing?

[Fawver, Dustin]

Harsh,

I’m able to download the new version when I’m ready.  I just have to log into 
my BMC account and get it from the EPD section.  I have to get my production 
version up to 9.1.04 before taking a look at 18.05.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Harsh
Sent: Wednesday, July 25, 2018 12:48 PM
To: ARSList 
Subject: [EXTERNAL] Re: BMC Remedy Helix - is it really a thing?

I am just wondering about the things which BMC proclaim.How many of you have 
the privilege to access the new version of Remedy. You can either way have your 
VM and install it.

I am not very fond of SNOW, but does BMC anyhow provided us the way to learn 
and understand how the new version behaves or what's new practically. Whereas 
SNOW provides you a free instance where you can do R

I am not a supporter of SNOW as i have dedicated my 10 years in Remedy but your 
thoughts Guys.

Regards,
Harsh

On Wed, Jul 25, 2018 at 9:23 PM, Adams, Peter 
mailto:peter_ad...@bmc.com>> wrote:
There are incentives, if customers are interested to move their on-premise 
Remedy deployment to the cloud with BMC Helix Remedy.
Please contact your BMC account manager or partner contact, if you want to 
learn more.

I don’t understand how you get to the conclusion about “not ready for wider 
distribution”.  Remedy has been offered as SaaS in the cloud for more than 8 
years now, so we have lots of experience with it.
We have 100s of customers using the benefits of Remedy via SaaS service w/o the 
effort of operating the infrastructure, doing upgrades, etc.  We have a 
world-class cloud operations team, as confirmed by many customer audits.
Yes, with BMC Helix there are some exciting new capabilities – for example, we 
now also allow companies to get this SaaS service in a market-leading public 
cloud (e.g. AWS), and we are adding new cognitive capabilities.
If there was a bit of misunderstanding in the community around what Docker 
deployment means, which my last post hopefully was able to clarify, then that 
doesn’t mean it’s not ready for wider distribution.

Peter Adams
Remedy Product Management
BMC Software


From: ARSList mailto:arslist-boun...@arslist.org>> 
on behalf of Terje Moglestue mailto:te...@mogle.com>>
Reply-To: ARSList mailto:arslist@arslist.org>>
Date: Wednesday, July 25, 2018 at 7:53 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: RE: BMC Remedy Helix - is it really a thing?

Mike,
I agree. There should have been some incentives for existing customer to review 
or take BMC Remedy Helix is use. It might all come down to how good you are to 
negotiate with your BMC Account manager, how much effort you are prepared to 
put in and simply who you are.

Reading between the lines, the product, BMC Support, BMC’s organisation might 
not be ready for a wider distribution. Time will tell.
~
Terje
Consultant



From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Mike Gould
Sent: 13 July 2018 17:04
To: ARSList mailto:arslist@arslist.org>>
Subject: Re: BMC Remedy Helix - is it really a thing?

Had a call with our sales rep. about Helix last week. They barely could tell me 
anything more than what was in the marketing materials on the website. It’s 
docker (and another container vendor) containers of each of the different 
product lines. They currently only have one for ARS/ITSM for AWS ready to go. 
There are separate containers for SmartIT/DWP, Business Workflows, Innovation 
Suite, Discovery, etc for either AWS or Azuze but won’t start becoming 
available until later this year or next.  I’m guessing there will be separate 
containers for not only the cloud vendors but for each of the various supported 
OS/DB combinations. They have no technical  and support documentation available 
or my rep. didn’t know where it was and said they would find out and send when 
ready.   If you are an on premise customer like us, this is NOT free, and BMC 
will charge for the Helix platform. I’m waiting on a quote to see how much. 
This sounds promising but seems very incomplete and immature based on my 
initial conservation with sales.

Mike Gould
US House of Representatives

On Jul 13, 2018, at 11:04 AM, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
Oh yes. Sorry. DWP, how rude of me not to keep up with the &$@!?$ acronyms
Sent from my iPhone

On Jul 13, 2018, at 10:58 AM, Carl Wilson 
mailto:carlbwil...@gmail.com>> wrote:
Yep,
Renamed a while back to DWP Basic and DWP Advanced.

Cheers
On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList, 
mailto:arslist@arslist.org>> wrote:

Yes. It is containerized in Docker. Whatever that means. And it is supposed to 
be available on AWS now with Azure and others in the future.

Ok. How about a few install instructions. Screenshots? Documentation? Anything 
at all on their website that’s not from the marketing department.

Oh, and myit 

Non-admin users kicked out after upgrade to 9.1.04.002

[Fawver, Dustin]

Greetings!

I have a ticket in with BMC regarding this issue, but I'm losing some dev time 
about it.  I wanted to see if someone here would be familiar with it.

I have a system that was running ARS 9.1.02.  I upgraded it to 9.1.04 with no 
intermediate upgrades.  I applied Patch 002 to the platform.  We have a custom 
home page with menus, links and buttons that typically just open up a form in a 
new window.  As an admin user, things work just fine.  For a non-admin user, 
after clicking on a button to bring up a form, the window opens up, but the 
user is then shown the login screen again.  I tried just changing the URL to 
the name of the form, but that doesn't help.  It doesn't matter which browser 
is being used.

Form permissions have not changed since the upgrade.  I verified with Dev 
Studio that the forms in question have Public permission.  If I have to, I can 
restore the database from a backup and roll the server back to a snapshot point.

I just noticed when the login screen comes back up, the URL has the cacheid 
parameter missing and replaced it with a question mark.  I don't know if that 
has any significance.

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
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RE: [EXTERNAL] Re: Trouble getting rrrchive to run

[Fawver, Dustin]

Usually when I get that error message, it’s because of one of two things.


1)  I don’t have an appropriate firewall exemption on the ARS server for 
the machine that’s running RRRCHIVE.

2)  For whatever reason, I have to specify the IP address of the source 
and/or target server instead of the hostname.

I hope this helps.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Thomas 
Miskiewicz
Sent: Wednesday, May 02, 2018 9:42 AM
To: ARSList 
Subject: [EXTERNAL] Re: Trouble getting rrrchive to run

Thank you, Misi!

Is there an advanced logging that would help where the problem is?


Thomas

On 2. May 2018, at 15:36, Misi Mladoniczky > 
wrote:
Hi,

No, different server versions work just fine.

Best Regards - Misi, RRR AB, 
http://www.rrr.se
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
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May 2, 2018 2:55 PM, "Thomas Miskiewicz" 
>
 wrote:
The thing is we have 7.6.4 on one side and 9.1.4 on the other side. Problem?



On May 2, 2018, at 2:48 PM, Kevin M Candelaria 
> wrote:
It's definitely compatible with 9.x
I just did a 9.1.00 to 9.1.04 transfer and my config looks like this. Worked 
perfectly fine.
source_server =
source_tcp = 2020
source_user =
source_password =
target_server =
target_tcp = 2020
target_user =
target_password =
target_disabledeletefltr = YES
target_disablemergefltr = YES
target_disableaudit = YES
target_clearallrecords = YES
multipleforms = HPD:Template, \
HPD:Template Associations, \
HPD:TemplateCustMapping, \
HPD:TemplateSPGAssoc, \
splitsearch = YES
transfertype = SYNCIFNEWER
logfile = AUTO
progressbar = YES

From: ARSList > 
on behalf of Thomas Miskiewicz >
Sent: Wednesday, May 2, 2018 6:16 AM
To: arslist@arslist.org
Subject: Trouble getting rrrchive to run
Hi Listers,
I'm trying to use rrrchive tool 
(https://rrr.se/cgi/index?pg=chive-doc)
 to migrate data from Remedy 7.6.4 to Remedy 9.1.
Here's my config file:
rrrchive.cfg
source_server = sourceservername
source_tcp = 1100
source_user = myusername
source_password = PROMPT
source_form = MyTestForm
target_server = targetservername
target_tcp = 1400
target_user = myusername
target_password = PROMPT
target_form = MyTestForm
splitsearch = YES
transfertype = SYNCTOTARGET
logfile = AUTO
loglevel = DEBUG
progressbar = YES
and here's my log:
rrrchive.log
1 rrrchive: 2018-05-02 11:51:50, type=APP, level=NOTICE, file=rrrchive.cpp, 
line=5076
2 Program Start: configfile=rrrchive.cfg
3 rrrchive: 2018-05-02 11:51:50, type=ARS, level=DEBUG, file=rrrchive.cpp, 
line=365
4 ARSetServerPort(server=sourceservername, tcp=1100, rpc=0)
5 rrrchive: 2018-05-02 11:51:50, type=ARS, level=DEBUG, file=rrrchive.cpp, 
line=365
6 ARSetServerPort(server=targetservername, tcp=1400, rpc=0)
7 rrrchive: 2018-05-02 11:52:06, type=ARS, level=ERROR, file=rrrchive.cpp, 
line=389
8 ARGetServerInfo(server=targetservername, AR_SERVER_INFO_DELAY_RECACHE_TIME)
9 API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
10 ARStatusList: contains 1 messages
11 Number: ARERR 91
12 Message: Cannot open catalog; Message number = 91
13 Append: RPC: Unable to receive; Asynchronous event occurred
14
15 rrrchive: 2018-05-02 11:52:06, type=APP, level=NOTICE, file=rrrchive.cpp, 
line=5090
16 Program End: configfile=rrrchive.cfg, timetorun=0:00:16
Questions:
1. Does the error ARERR 91 mean, that rrrchive is not compatible with Remedy 
9.1? I found here, that it is possible cause of this error: 

Duplicate config component listings

[Fawver, Dustin]

Greetings, Listers!

I was attempting to add a new configuration to the AREA LDAP section.  When I 
submitted it, I got an error message stating that there were multiple matches 
for a filter condition and it threw an error.  Turning on logging, I found out 
that there was a filter for the "AR System Configuration Component" form 
throwing the error.  I took a look at the form and did an unqualified search.  
I found several entries with the same type.

com.bmc.arsys.approval
com.bmc.arsys.assignment
com.bmc.arsys.ldap.ardbc
com.bmc.arsys.ldap.area
com.bmc.arsys.pluginServer
com.bmc.arsys.server
com.bmc.arsys.server.ardb
com.bmc.cmdb.server

The differences between the duplicated entries are the Configuration Component 
GUID, Request ID, and the different dates.  I modified the filter to use the 
first matching request.  This allowed me to set the new config, and things 
appear to be working fine.  On my test server, the only two things that are 
duplicated are entries for the flashboard server and the plugin server.  It 
looks like on both systems, there is an entry named "PluginServer_default" and 
one that reads "PluginServer_servername__GUID", where "GUID" is what 
appears to be a unique identifier.

Until today, I haven't had a need to update any of the LDAP configs since the 
server went live over a year ago.  My sysadmins are testing something with 
OneDrive that necessitated moving their user accounts into a different OU.  
Since I use LDAP auth for logins, I had to get that straightened out.   I hope 
that I don't have much bigger underlying issues.  :)

This is on an ARS 9.1.02 system on a Server 2012 R2 box communicating with a MS 
SQL server.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
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Google Chrome and Advanced Search error

[Fawver, Dustin]

Greetings!

I'm sending this out to see if anyone else has encountered this.  Part of what 
I have to do involves long strings in the Advanced Search field.  Normally this 
is not a problem.  Recently I've encountered this error in Google Chrome when 
trying to run a search with a string that's a little over 1k characters long.

[cid:image001.png@01D3A1C2.E7E1F930]

Firefox and MS Edge have no issues with processing the string.  Before this 
error occurs, there's an empty pop-up window that hangs there for about 5 
seconds.  Right now I have a single AR and Mid-Tier server, so the load 
balancing things that I saw when searching wouldn't apply.  Nothing's changed 
on the server aside from Windows updates.  Fortunately this really isn't 
affecting anyone else but me and of course there's an easy workaround.

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
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RE: [EXTERNAL] Re: Reporting on Incidents that have re-opened

[Fawver, Dustin]

I was also thinking of a filter that could do it on Modify, depending on how 
you want to be notified.  Maybe an email or a message.  Have the Run If clause 
of:

(‘DB.Status’ = “Resolved”) AND (‘TR.Status’ < “Resolved”)

I’m just using regular ARS 9.1.2, if that plays any part in how things are set 
up.

I hope this helps.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: Friday, February 09, 2018 11:47 AM
To: ARSList 
Subject: [EXTERNAL] Re: Reporting on Incidents that have re-opened


*** This email does NOT originate from an ETSU person or service. ***
Todd,
How about something a bit more novel.  Look for records that have a Resolved 
Status history Date/User who's status is < Resolved

On Fri, Feb 9, 2018 at 8:55 AM, Arner, Todd 
> wrote:
Hi Crystal,
Thanks for the help.   We are still seeing at least one  Incident that has  
been re-opened that does not have a date in the re-opened date field.  Have you 
ran into any issues like that?  The re-open date field definitely looks more 
useful the Kick_Back Count field.

Thanks,
Todd

From: ARSList 
[mailto:arslist-boun...@arslist.org] On 
Behalf Of CRENSHAW, CRYSTAL
Sent: Friday, February 09, 2018 8:48 AM
To: arslist@ARSLIST.ORG
Subject: RE: Reporting on Incidents that have re-opened

Todd,

There is a hidden field on HPD:Help Desk called ‘Re-Opened Date’.  If that 
field has a vaule, then it has been reopened at least once.


This is a query for active Incidents that have been previously resolved:

'Re-Opened Date' != $NULL$ AND 'Status*' < "Resolved"

Hope that helps.


Thanks,

Crystal Crenshaw
Service Management Senior Systems Analyst
Project Services – Service Management
(919)508-0546

[cid:image003.gif@01D3A19E.13860010]

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Arner, Todd
Sent: Friday, February 09, 2018 9:14 AM
To: arslist@ARSLIST.ORG
Subject: Reporting on Incidents that have re-opened

Wondering if anyone can help us figure out how to query for Incidents that have 
been re-opened.  We thought we could do this by using the Kick_Back Count field 
but it seems to reset the count after the Incident is closed and we also get 
strange results were incidents we would expect to match the query do not.  
Anyway, wondering if anyone has a better way to find incidents that have been 
re-opened.  We are using version 9.1.3.  Basically we want to run a query 
against all incidents that will list any that have been resolved and then moved 
back to an active status.  I appreciate any tips you can provide. ☺

Todd Arner
Systems Administrator III
Great Lakes Educational Loan Services, Inc.


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This email may contain confidential and privileged material for the sole use of 
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RE: [EXTERNAL] Re: Reporting by month value

[Fawver, Dustin]

LJ,

While that qualification is simple, it becomes complex for what I need.  I 
could create one that works for a few years, such as:

('Requisition Date' >= "1/1/2018" AND 'Requisition Date' < "2/1/2018") OR 
('Requisition Date' >= "1/1/2017" AND 'Requisition Date' < "2/1/2017") OR 
('Requisition Date' >= "1/1/2016" AND 'Requisition Date' < "2/1/2016") OR 
('Requisition Date' >= "1/1/2015" AND 'Requisition Date' < "2/1/2015")

Do you think that’s the answer?  If so, I suppose I could use that and just 
duplicate the report for each month of the year.

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: Wednesday, January 31, 2018 4:11 PM
To: ARSList <arslist@arslist.org>
Subject: [EXTERNAL] Re: Reporting by month value

Dustin,
If you are trying to do that in a Run-If or qualification, you can't use 
'functions' in those areas...you can only use them in set/push 
actionsgenerating a report for everything in January would be something like

'Requisition Date' >= "1/1/2018" AND 'Requisition Date' < "2/1/2018"

The reason 'LIKE' doesn't work is because the date is stored as either the 
number of seconds since Jan 1 1970 or the number of days since 'way back' 
(don't remember the actual date)but you can only do like statements on 
strings, which it's not...so it needs to be mathematical in nature.

On Wed, Jan 31, 2018 at 2:00 PM, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
Greetings!

I have a form that includes a date field.  There are records with dates 
spanning several years.  I need to generate a report that returns records that 
have a date value for a particular month of the year.  For instance, I may need 
to find records that have a date that falls in January.  I have tried the 
following qualifications to no avail.

‘Requisition Date’ LIKE “1/%”
MONTH(‘Requisition Date’) = 1
MONTH($\Requisition Date$) = 1
DATENUM(“m”, $\Requisition Date$) = 1

It doesn’t like the month or datenum functions, and it flags the first 
qualification as having an invalid date value.  I’m running this on ARS 9.1.02. 
 Smart Reporting isn’t an option since I don’t have any ITSM licenses.

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648<tel:(423)%20439-4648>
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
[itslogo]<https://linkprotect.cudasvc.com/url?a=http://www.etsu.edu/helpdesk=E,1,6QZ0jKLa6I8uvX5ueEEhdne-O_4PVrZGWdHa3oaLLG10EuEmx9kYwFL_a2jkWGie6jYURTSqOx-gb9cI4C_G3bcC9OzCQS01BqxHaKO3vfnumQ4BZHt6fgbXxv4,=1>


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Reporting by month value

[Fawver, Dustin]

Greetings!

I have a form that includes a date field.  There are records with dates 
spanning several years.  I need to generate a report that returns records that 
have a date value for a particular month of the year.  For instance, I may need 
to find records that have a date that falls in January.  I have tried the 
following qualifications to no avail.

'Requisition Date' LIKE "1/%"
MONTH('Requisition Date') = 1
MONTH($\Requisition Date$) = 1
DATENUM("m", $\Requisition Date$) = 1

It doesn't like the month or datenum functions, and it flags the first 
qualification as having an invalid date value.  I'm running this on ARS 9.1.02. 
 Smart Reporting isn't an option since I don't have any ITSM licenses.

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

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Qualification-based HTML email w/attachment

[Fawver, Dustin]

Greetings!

I have a need to send out an HTML email with a file attachment.  I have a 
custom form that contains a user ID, a program name and a status field.  If the 
record has a specific value in the program name and has an active status, I 
need to send an email to the value in the user ID field.  I have templates set 
up for the header, content and footer.

I tried using an escalation to perform a Notify action.  It works as far as 
sending out the message based on the qualification, but it doesn't include the 
attachment.

I used the AR System Email Messages form to create a message.  I can get it to 
send out the message successfully with the attachment.  However, when I 
populate the "AR System Server", "AR System Form" and "Qualification" fields 
under Advanced Options > Variable Replacement, it errors out but the Errors tab 
contains nothing.

Has anyone done this aside from potentially using a third-party program via a 
Run Process action?
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
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Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

[Fawver, Dustin]

Greetings!

I wanted to give you all an update.  First I want to thank Misi for giving me 
the tip for the attachment slot, LJ for the info on the attachment pool and 
resources, and Jason for the context menu link.  I have this all working.  I 
don’t seem to be running into any issues with the attachment pool being hidden. 
 With the context menu, users will now be able to right-click on the table and 
choose what they’d like to do.

I’m fired up about all of this, but I’ve only heard crickets so far from the 
test users.  :-\
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, November 22, 2017 10:14 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: [EXTERNAL] Re: Question about 
PERFORM-ACTION-OPEN-ATTACHMENT

**
One other thing we messed with at my last job where we built our own Service 
Desk app was right click actions (I say messed with because it has not made it 
to production by the time I left).

https://docs.bmc.com/docs/ars91/en/defining-a-context-menu-609074028.html<https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/ars91/en/defining-a-context-menu-609074028.html=E,1,l5LciLYv1oKClc-WUxj6aJCrvLn_oEt1OXI_xOxg9bXBzV_fzErp2WBN98NV0PdMeB3lp8ljbPhMs3hm9HOt_n-0JNmLkNCqdhuDoyKozb0CbUvD7KbnXX4,=1>

Double clicking the row in the table opened dialog for adding/modifying the 
attachment as well as making comments in a text field (attachment revisions). 
We couldn't do away with opening the dialog and just open the attachment 
because then people would not be able update it and make comments. We added a 
right click action to the table field for opening the attachment directly like 
you are looking to do.

Jason

On Wed, Nov 22, 2017 at 9:06 AM, Jason Miller 
<jason.mil...@gmail.com<mailto:jason.mil...@gmail.com>> wrote:
LJ beat me to it.  Attachment pools/fields are the one type of field that 
does't work well if not in the view and/or on a tab the users do not have 
permissions to. Most any other field type doesn't care but in my experience 
attachments field and pool need to be in the view and if inside panel the user 
need permissions to the panel(s). It can be on a hidden panel and/or the 
attachment pool can be hidden.

I'l confirm, I typically build it the same as Misi and LJ do :)

Also you may want to try PERFORM-ACTION-SAVE-ATTACHMENT. I have switched to 
using this instead of PERFORM-ACTION-OPEN-ATTACHMENT. It will give the user the 
option to save or open which is more consistent with a "download". I found my 
users appreciated having the option to save without opening the file and the 
overall UX was a better between the different browsers. OH! not I remember, I 
started using this because it got rid of the annoying blank window that opens 
with the attachment.

Jason




On Wed, Nov 22, 2017 at 8:55 AM, LJ LongWing 
<lj.longw...@gmail.com<mailto:lj.longw...@gmail.com>> wrote:
**
Dustin,
I've had problems in the past when the attachment pool itself is hidden...so 
I've had to stick it on a hidden tab somewhere and leave the pool 
un-hidden.but in relationship to resource usage...not sure exactly what you 
meanan attachment in a pool is the only way to do it...

On Wed, Nov 22, 2017 at 7:47 AM, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
**
Ok.  One question that I have as I’ve started to implement is this.  I can’t 
seem to have an attachment field without an attachment pool.  I’ve hidden the 
pool and set the attachment field as display only.  As far as resource usage, 
is there much of a change doing it that way instead of having a standard 
attachment pool?

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648<tel:(423)%20439-4648>
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Wednesday, November 22, 2017 9:38 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

**
This is the method that I have used to success in the past as well :)

On Wed, Nov 22, 2017 at 6:16 AM, Misi Mladoniczky 
<m...@rrr.se<mailto:m...@rrr.se>> wrote:
**
Hi,

I would just create a Hidden Attachment Slot Field in your primary form. Make 
it Display-Only and make sure that Disable Change Flag is set to True.

Then when you do a Return on a row in the list of attachments, or maybe select 
a row 

Re: [EXTERNAL] Table Refresh Interval

[Fawver, Dustin]

Todd,

I just did an experiment on my production system.  I specified a 1-minute 
refresh interval on one of the tables and the system took it.  For my system, 
it seems that the default is 0, where it disables automatic refresh.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Tuesday, November 28, 2017 1:53 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Table Refresh Interval

**
We just recently upgraded to ARS 9.1.3 and discovered the lowest refresh 
interval a user can set their preference to is 5 min.  Is anyone aware of a way 
to override this to allow a refresh of 1 min.  This was possible in 8.1.

Thanks,
Todd Arner


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intended only for the use of the recipient(s) named above, and may be protected 
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Re: [EXTERNAL] Re: [EXTERNAL] Re: What's new in ARS 9.x?

[Fawver, Dustin]

No.  It's not available unless I have one of the ITSM packages.  I only have 
the base ARS system.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hiremath, Raj
Sent: Sunday, November 26, 2017 10:26 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: [EXTERNAL] Re: What's new in ARS 9.x?

Dustin, do you use CMDB?

Sent from my iPhone

> On Nov 27, 2017, at 8:50 AM, Fawver, Dustin <faw...@mail.etsu.edu> wrote:
>
> Mr. Adams,
>
> Would you be so kind as to give us some hints or teasers about things that 
> are coming very soon?  I'm hoping that they aren't limited to things that are 
> in products that are outside of the base ARS package.  If you've seen some of 
> my previous posts, you may remember that I was _REALLY_ looking forward to 
> ARS getting the capability of showing "mobile-friendly" versions forms.  I 
> read over AngularJS so that I could be that much better prepared for it.  
> From what I've been told, what had been billed as ARS 9.5 resulted in just 
> Innovation Studio branching out as a separate product.
>
> Please don't get me wrong.  Going from ARS 9.1 from ARS 7.1, I'm 
> finding some really nice stuff that I can do now that I couldn't do as 
> well (if at all) on 7.1.  I just need to be able to give members of 
> management a "wow!" feeling with ARS.  If I can do that, I can 
> probably coax out some funding to procure more licenses.  :-)
>
> Thanks!
>
> Dustin Fawver
> Sr. Help Desk Technician
> Information Technology Services
>
> P: 423-439-4648
> itsh...@etsu.edu
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Adams, Peter
> Sent: Sunday, November 26, 2017 9:05 PM
> To: arslist@ARSLIST.ORG
> Subject: [EXTERNAL] Re: What's new in ARS 9.x?
>
>
> There’s a couple of places where BMC documents what’s new in Remedy 9  
> (both 9.0 and 9.1)
> 1) Product documentation. This is the most detailed info. For Remedy 
> AR System, please see a. 
> https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/displa
> y/ars91/9.1.00%20enhancements=E,1,CyP7w5HP2LWhB-ftkkZqc9Dg0qwSUdTuGe
> u3NA2ovpMvUIrIMpBz6makRgn8tyBtGaix7GKfcb4rHBtKUlYLcRfuMY04hADw1PHMysRS
> Gh2oDDA3VC9kIg,,=1 b. 
> https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/displa
> y/ars91/9.1.02:%20Service%20Pack%202%23id-9.1.02:ServicePack2-Enhancem
> ents=E,1,-rT_F8M7TDA7UW4bp5Mnce58l2htlUOHKr9v_TVzJZ5b1EEo9ewmZnpHrth
> z5d61jJSa0NkESZKMql8YO6BMwSbM-HUtO8Nt9ASyMH5HFw,,=1
> c. 
> https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/displa
> y/ars91/9.1.03:%20Service%20Pack%203%23id-9.1.03:ServicePack3-enhancem
> ents=E,1,k496xlAP8aAEcGDTpKRTGJRoSKT2FiWe_46qsp38qX8hF8GcWST9Bhyf2wZ
> e9hnxuefuizS6zAoC-ebYCxMwJ9UKB0hvk7MLBxlagTTDfQI,=1
> d. 
> https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/displa
> y/ars9000/9.0.00%20enhancements=E,1,q_e1SJq-52hiiTaIEFdb4E4u5O4FoWpG
> h-bW18qElKVfCsJMMR0YD_6huRGhWhUa9vJ8hN62ABKpyJnt320s1sClfZ3e5qc_Fmvi2b
> YdrMVZhDFvkWfpzF6p=1
> 2) 
> https://linkprotect.cudasvc.com/url?a=https://www.bmc.com/it-solutions/remedy-upgrade.html=E,1,jSFTX8MPUY9n-1gYR33HYP6OtVLNpDCXGVcpFvk29rMeqY2QIck3JcemCSsUcDv0R_xrHkbscheX5lLV-RUJFtbCyUB6iG4MImpZFrpalPtKhyDgng,,=1
>   (note: this covers both ITSM application and platform enhancements. The 
> platform related ones are mostly in tab “Lower Total Cost of Ownership”
> 3) 
> https://linkprotect.cudasvc.com/url?a=https://communities.bmc.com/comm
> unity/bmcdn/bmc_it_service_support/blog/2017/08/20/gaining-additional-
> capabilities-and-value-by-moving-from-remedy-81-to-91=E,1,_vMDaemNri
> OZDb6oII_8nUTlVFcWALkl5KcovuSf4LIY6nodvzsN6c7ug4mmgMG4TXeTY-NpQRKMPHVl
> qgreVw6q6_aet0Lo96uA_XdREx0,=1
>
> If you need presentation material, I suggest that you work with your BMC 
> Sales or partner representative.
>
> BTW, lots of features in the Remedy platform introduced with Remedy 9, not 
> just Smart Reporting. Just to give a few examples:
> - 100% Java implementation of platform (which allows to do 
> troubleshooting, tuning, etc. using standard Java tools)
> - FTS performance and relevancy improvements
> - REST API
> - Deployment Application
> - Archiving / Associations
> - Remedy SSO
> - Zero downtime upgrades
> - New Rich-text Editor
> - CMDB enhancements
> - Centralized Configuration
>
> And more is coming very soon …
>
> Peter
>
>
>
> On 11/21/17, 4:29 AM, "Action Request System discussion list(ARSList) on 
> behalf of Toby Mitchell" <arslist

Re: [EXTERNAL] Re: What's new in ARS 9.x?

[Fawver, Dustin]

Mr. Adams,

Would you be so kind as to give us some hints or teasers about things that are 
coming very soon?  I'm hoping that they aren't limited to things that are in 
products that are outside of the base ARS package.  If you've seen some of my 
previous posts, you may remember that I was _REALLY_ looking forward to ARS 
getting the capability of showing "mobile-friendly" versions forms.  I read 
over AngularJS so that I could be that much better prepared for it.  From what 
I've been told, what had been billed as ARS 9.5 resulted in just Innovation 
Studio branching out as a separate product.

Please don't get me wrong.  Going from ARS 9.1 from ARS 7.1, I'm finding some 
really nice stuff that I can do now that I couldn't do as well (if at all) on 
7.1.  I just need to be able to give members of management a "wow!" feeling 
with ARS.  If I can do that, I can probably coax out some funding to procure 
more licenses.  :-)

Thanks!

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Adams, Peter
Sent: Sunday, November 26, 2017 9:05 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: What's new in ARS 9.x?


There’s a couple of places where BMC documents what’s new in Remedy 9  (both 
9.0 and 9.1)
1) Product documentation. This is the most detailed info. For Remedy AR System, 
please see a. 
https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.00%20enhancements=E,1,CyP7w5HP2LWhB-ftkkZqc9Dg0qwSUdTuGeu3NA2ovpMvUIrIMpBz6makRgn8tyBtGaix7GKfcb4rHBtKUlYLcRfuMY04hADw1PHMysRSGh2oDDA3VC9kIg,,=1
b. 
https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.02:%20Service%20Pack%202%23id-9.1.02:ServicePack2-Enhancements=E,1,-rT_F8M7TDA7UW4bp5Mnce58l2htlUOHKr9v_TVzJZ5b1EEo9ewmZnpHrthz5d61jJSa0NkESZKMql8YO6BMwSbM-HUtO8Nt9ASyMH5HFw,,=1
c. 
https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.03:%20Service%20Pack%203%23id-9.1.03:ServicePack3-enhancements=E,1,k496xlAP8aAEcGDTpKRTGJRoSKT2FiWe_46qsp38qX8hF8GcWST9Bhyf2wZe9hnxuefuizS6zAoC-ebYCxMwJ9UKB0hvk7MLBxlagTTDfQI,=1
d. 
https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars9000/9.0.00%20enhancements=E,1,q_e1SJq-52hiiTaIEFdb4E4u5O4FoWpGh-bW18qElKVfCsJMMR0YD_6huRGhWhUa9vJ8hN62ABKpyJnt320s1sClfZ3e5qc_Fmvi2bYdrMVZhDFvkWfpzF6p=1
2) 
https://linkprotect.cudasvc.com/url?a=https://www.bmc.com/it-solutions/remedy-upgrade.html=E,1,jSFTX8MPUY9n-1gYR33HYP6OtVLNpDCXGVcpFvk29rMeqY2QIck3JcemCSsUcDv0R_xrHkbscheX5lLV-RUJFtbCyUB6iG4MImpZFrpalPtKhyDgng,,=1
  (note: this covers both ITSM application and platform enhancements. The 
platform related ones are mostly in tab “Lower Total Cost of Ownership”
3) 
https://linkprotect.cudasvc.com/url?a=https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2017/08/20/gaining-additional-capabilities-and-value-by-moving-from-remedy-81-to-91=E,1,_vMDaemNriOZDb6oII_8nUTlVFcWALkl5KcovuSf4LIY6nodvzsN6c7ug4mmgMG4TXeTY-NpQRKMPHVlqgreVw6q6_aet0Lo96uA_XdREx0,=1

If you need presentation material, I suggest that you work with your BMC Sales 
or partner representative.

BTW, lots of features in the Remedy platform introduced with Remedy 9, not just 
Smart Reporting. Just to give a few examples:
- 100% Java implementation of platform (which allows to do troubleshooting, 
tuning, etc. using standard Java tools)
- FTS performance and relevancy improvements
- REST API
- Deployment Application
- Archiving / Associations
- Remedy SSO
- Zero downtime upgrades
- New Rich-text Editor
- CMDB enhancements
- Centralized Configuration

And more is coming very soon …

Peter



On 11/21/17, 4:29 AM, "Action Request System discussion list(ARSList) on behalf 
of Toby Mitchell"  
wrote:

Check out Smart Reporting. Best thing I have seen in my 16 years as a 
Remedy developer.

Toby

Sent from my iPad

> On Nov 20, 2017, at 3:03 PM, Thomas Miskiewicz  wrote:
>
> Hello Listers,
>
> is there a document / presentation that describes what’s new in ARS 9 and 
9.1? I’m especially interested in the ARS part vs. ITSM/MyIT related features.
>
>
> Thanks
>
>
> Thomas
>
> 
___
> UNSUBSCRIBE or access ARSlist Archives at 
https://linkprotect.cudasvc.com/url?a=https://www.arslist.org=E,1,cA3azoxZ7QzlKhrND3_RuOKDMcR9wMXYrLZVDsrmLChqAfoGOBwPkmRd7wYhqdBamVZPhjkABp_Ze3ZyC2z3tyqJejxntjZU2McynQ,,=1
> "Where the Answers Are, and have been for 20 years"


___
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Re: [EXTERNAL] Re: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

[Fawver, Dustin]

Ok.  In regards to my question regarding resource usage, our former developer 
said that he was told that having a separate form with the attachment pool was 
more efficient than having the attachment pool on our primary ticket page.  
That way it only takes up space when the ticket actually has an associated 
attachment instead of having the pool that’s empty for the loads of requests 
that don’t have attachments.  I also can see it as being reusable in that I can 
also use that attachment form in other applications as well.
Thanks for the input!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, November 22, 2017 9:55 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: [EXTERNAL] Re: Question about 
PERFORM-ACTION-OPEN-ATTACHMENT


*** This email does NOT originate from an ETSU person or service. ***
**
Dustin,
I've had problems in the past when the attachment pool itself is hidden...so 
I've had to stick it on a hidden tab somewhere and leave the pool 
un-hidden.but in relationship to resource usage...not sure exactly what you 
meanan attachment in a pool is the only way to do it...

On Wed, Nov 22, 2017 at 7:47 AM, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
**
Ok.  One question that I have as I’ve started to implement is this.  I can’t 
seem to have an attachment field without an attachment pool.  I’ve hidden the 
pool and set the attachment field as display only.  As far as resource usage, 
is there much of a change doing it that way instead of having a standard 
attachment pool?

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648<tel:(423)%20439-4648>
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
[itslogo]<https://linkprotect.cudasvc.com/url?a=http://www.etsu.edu/helpdesk=E,1,owcP5DIc_GaKE-2Z9BdYU83UIcMBWKv2jwjenSjvy2tsircIPjkEJmWC_JENSk8qhVGchTCdMtpc715XrcexBp8cYYB8zXtKzAz_NzEHYZSTBqZq7bz_quES=1>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Wednesday, November 22, 2017 9:38 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

**
This is the method that I have used to success in the past as well :)

On Wed, Nov 22, 2017 at 6:16 AM, Misi Mladoniczky 
<m...@rrr.se<mailto:m...@rrr.se>> wrote:
**
Hi,

I would just create a Hidden Attachment Slot Field in your primary form. Make 
it Display-Only and make sure that Disable Change Flag is set to True.

Then when you do a Return on a row in the list of attachments, or maybe select 
a row and then click a button, you do a Set-Fields from the Attachment Form to 
your Hidden Field. Then do a PERFORM-ACTION-OPEN on your Hidden Field.

Best Regards - Misi, RRR AB, 
http://www.rrr.se<https://linkprotect.cudasvc.com/url?a=http://www.rrr.se=E,1,FAp_JpSLyiYuzWYwuNkshqziF_j9P7e4TGwJS8J3abXCpljsSY4OnXTEpNo4crcMCJGvn8s7-5Wh83QNBgm7XFm_SrCihyF2vFVGUUbeXLl14a5OmxM,=1>
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at 
http://rrr.se<https://linkprotect.cudasvc.com/url?a=http://rrr.se=E,1,oEnoo7tZ0SjxbztIVU0NxZh92uLv4OeGH1NBaEHia3VwUMn-8sTJ5t2-QwrPjcXYyzjahLFQsJ5zZLOeatdC-_qV_MSwgH-WPuoCIqbC4XIa=1>





November 22, 2017 1:59 AM, "Fawver, Dustin" 
<faw...@mail.etsu.edu<mailto:%22Fawver,%20dustin%22%20%3cfaw...@mail.etsu.edu%3E>>
 wrote:
**

Hi, Experts!

I have a primary ticket form and a secondary form that has just an attachment 
pool. The primary form has a table that lists the entries in the secondary form 
associated with the current request. I can see the list and successfully call 
the secondary form from the primary one in order to add additional attachments. 
For users to view the attachments, I could simply leave the table drill down 
option to True. This would simply open up the secondary form and the user would 
then click on the Display button. I wanted to make it a bit nicer than that by 
having the user just double-click on the entry in the table and display the 
attachment.

I currently have a separate view created for this purpose. I’ve tried it with 
just an empty view and I’ve tried it having the attachment pool and attachment 
field in the view. I have an active link that checks the $VUI$ value to match 
the view in question. If it matches, I have a Set Fields action that calls 
“$PROCESS$ PERFORM-ACTION-OPEN-ATTACHMENT 536880912”. The AL fires off, bu

Re: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

[Fawver, Dustin]

Ok.  One question that I have as I’ve started to implement is this.  I can’t 
seem to have an attachment field without an attachment pool.  I’ve hidden the 
pool and set the attachment field as display only.  As far as resource usage, 
is there much of a change doing it that way instead of having a standard 
attachment pool?

Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, November 22, 2017 9:38 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

**
This is the method that I have used to success in the past as well :)

On Wed, Nov 22, 2017 at 6:16 AM, Misi Mladoniczky 
<m...@rrr.se<mailto:m...@rrr.se>> wrote:
**
Hi,

I would just create a Hidden Attachment Slot Field in your primary form. Make 
it Display-Only and make sure that Disable Change Flag is set to True.

Then when you do a Return on a row in the list of attachments, or maybe select 
a row and then click a button, you do a Set-Fields from the Attachment Form to 
your Hidden Field. Then do a PERFORM-ACTION-OPEN on your Hidden Field.

Best Regards - Misi, RRR AB, 
http://www.rrr.se<https://linkprotect.cudasvc.com/url?a=http://www.rrr.se=E,1,FAp_JpSLyiYuzWYwuNkshqziF_j9P7e4TGwJS8J3abXCpljsSY4OnXTEpNo4crcMCJGvn8s7-5Wh83QNBgm7XFm_SrCihyF2vFVGUUbeXLl14a5OmxM,=1>
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at 
http://rrr.se<https://linkprotect.cudasvc.com/url?a=http://rrr.se=E,1,oEnoo7tZ0SjxbztIVU0NxZh92uLv4OeGH1NBaEHia3VwUMn-8sTJ5t2-QwrPjcXYyzjahLFQsJ5zZLOeatdC-_qV_MSwgH-WPuoCIqbC4XIa=1>





November 22, 2017 1:59 AM, "Fawver, Dustin" 
<faw...@mail.etsu.edu<mailto:%22Fawver,%20dustin%22%20%3cfaw...@mail.etsu.edu%3E>>
 wrote:
**

Hi, Experts!

I have a primary ticket form and a secondary form that has just an attachment 
pool. The primary form has a table that lists the entries in the secondary form 
associated with the current request. I can see the list and successfully call 
the secondary form from the primary one in order to add additional attachments. 
For users to view the attachments, I could simply leave the table drill down 
option to True. This would simply open up the secondary form and the user would 
then click on the Display button. I wanted to make it a bit nicer than that by 
having the user just double-click on the entry in the table and display the 
attachment.

I currently have a separate view created for this purpose. I’ve tried it with 
just an empty view and I’ve tried it having the attachment pool and attachment 
field in the view. I have an active link that checks the $VUI$ value to match 
the view in question. If it matches, I have a Set Fields action that calls 
“$PROCESS$ PERFORM-ACTION-OPEN-ATTACHMENT 536880912”. The AL fires off, but I’m 
getting a failure code of 2.

I’m not sure if there’s a server-side log that I can turn on to see what may be 
causing this. If you think that I’m misunderstanding the purpose of the open 
attachment action, please let me know.

This is on ARS 9.1.02.

Thanks!

Dustin Fawver

Sr. Help Desk Technician

Information Technology Services

P: 423-439-4648<tel:(423)%20439-4648>

itsh...@etsu.edu<mailto:itsh...@etsu.edu>

[itslogo]<https://linkprotect.cudasvc.com/url?a=http://www.etsu.edu/helpdesk=E,1,GsS_8yxxFg78_XOe-ZmTOfUuzF8wri76--NO4zqN9J1Bcti8JGAyyquFtQ7igcBFCNQA8zj7_Z8yO2ybv-IiD9piURXWOAhgO_e-Y62gQnw,=1>
_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: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT

[Fawver, Dustin]

Fred,

The field ID is for the attachment field and not the pool itself.  The Set 
Fields action allows me to capture the return code that the open attachment 
command can return.  It returns 0 if successful, 1 if cancelled, and 2 if it 
failed.  That's how I was able to tell that it was failing when it just wasn't 
working.  When I did just a Run Process, I wasn't sure if it was my syntax 
causing it or something else.

Misi gave me an idea, so I'll pursue that and see what happens.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, November 22, 2017 9:16 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: Question about PERFORM-ACTION-OPEN-ATTACHMENT


*** This email does NOT originate from an ETSU person or service. ***
**
First ...  Is 536880912 your attachment pool or attachment field?   It should 
be your attachment field you want to open.
Second ... You don't need to use a set fields action as nothing is returned 
from the open so just use a Run Process action of 
PERFORM-ACTION-OPEN-ATTACHMENT 536880912

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Tuesday, November 21, 2017 6:57 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Question about PERFORM-ACTION-OPEN-ATTACHMENT

**
Hi, Experts!

I have a primary ticket form and a secondary form that has just an attachment 
pool.  The primary form has a table that lists the entries in the secondary 
form associated with the current request.  I can see the list and successfully 
call the secondary form from the primary one in order to add additional 
attachments.  For users to view the attachments, I could simply leave the table 
drill down option to True.  This would simply open up the secondary form and 
the user would then click on the Display button.  I wanted to make it a bit 
nicer than that by having the user just double-click on the entry in the table 
and display the attachment.

I currently have a separate view created for this purpose.  I've tried it with 
just an empty view and I've tried it having the attachment pool and attachment 
field in the view.  I have an active link that checks the $VUI$ value to match 
the view in question.  If it matches, I have a Set Fields action that calls 
"$PROCESS$ PERFORM-ACTION-OPEN-ATTACHMENT 536880912".  The AL fires off, but 
I'm getting a failure code of 2.

I'm not sure if there's a server-side log that I can turn on to see what may be 
causing this.  If you think that I'm misunderstanding the purpose of the open 
attachment action, please let me know.

This is on ARS 9.1.02.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
[itslogo]<https://linkprotect.cudasvc.com/url?a=http://www.etsu.edu/helpdesk=E,1,EPoiUjPEMwtaKX3UXya7xmwviPO1yCqFfDdPmKFjV1Uf56VgjRod4E76BF3FxIThaVaVsdU7qk3Yz6rltibMpIFojpzxtnKSrCmMug-bs-PMvj67OkFdWdBu=1>



_ARSlist: "Where the Answers Are" and have been for 20 years_

___
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Question about PERFORM-ACTION-OPEN-ATTACHMENT

[Fawver, Dustin]

Hi, Experts!

I have a primary ticket form and a secondary form that has just an attachment 
pool.  The primary form has a table that lists the entries in the secondary 
form associated with the current request.  I can see the list and successfully 
call the secondary form from the primary one in order to add additional 
attachments.  For users to view the attachments, I could simply leave the table 
drill down option to True.  This would simply open up the secondary form and 
the user would then click on the Display button.  I wanted to make it a bit 
nicer than that by having the user just double-click on the entry in the table 
and display the attachment.

I currently have a separate view created for this purpose.  I've tried it with 
just an empty view and I've tried it having the attachment pool and attachment 
field in the view.  I have an active link that checks the $VUI$ value to match 
the view in question.  If it matches, I have a Set Fields action that calls 
"$PROCESS$ PERFORM-ACTION-OPEN-ATTACHMENT 536880912".  The AL fires off, but 
I'm getting a failure code of 2.

I'm not sure if there's a server-side log that I can turn on to see what may be 
causing this.  If you think that I'm misunderstanding the purpose of the open 
attachment action, please let me know.

This is on ARS 9.1.02.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]


___
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"Where the Answers Are, and have been for 20 years"

Re: [EXTERNAL] Re: What's new in ARS 9.x?

[Fawver, Dustin]

That's what I've been told by my BMC sales rep.  Even though it comes with the 
ARS installer, you have to have the ITSM license in order to use it.  Even so, 
coming from ARS 7.1 to 9.1 has had some rather nice improvements.  I'm not sure 
which version you're coming from, so I won't list what all I've seen.


Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
Sent: Tuesday, November 21, 2017 7:42 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: What's new in ARS 9.x?

*** This email does NOT originate from an ETSU person or service. ***

No Smart Reporting without ITSM Suite though, right?

> On 21. Nov 2017, at 13:29, Toby Mitchell  wrote:
>
> Check out Smart Reporting. Best thing I have seen in my 16 years as a Remedy 
> developer.
>
> Toby
>
> Sent from my iPad
>
>> On Nov 20, 2017, at 3:03 PM, Thomas Miskiewicz  wrote:
>>
>> Hello Listers,
>>
>> is there a document / presentation that describes what’s new in ARS 9 and 
>> 9.1? I’m especially interested in the ARS part vs. ITSM/MyIT related 
>> features.
>>
>>
>> Thanks
>>
>>
>> Thomas
>>
>> _
>> __ UNSUBSCRIBE or access ARSlist Archives at 
>> https://linkprotect.cudasvc.com/url?a=https://www.arslist.org=E,1,s
>> UoBdzrkU7NAp1kvUEi--B6XMmH5_ixLTIMd0vOhllhqMk7PiLSrCBSTcV0k3yOzMJB2Jm
>> jx_ydKVhFNRMSI2nM1hsJ_gEM1RLG3B_WmynQIPRym9pLH_oqd=1
>> "Where the Answers Are, and have been for 20 years"
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at 
> https://linkprotect.cudasvc.com/url?a=https://www.arslist.org=E,1,eb
> mnMdzC8plgQHSDAPnah6u3PADZNqUNLjwv1Zc4gqyBIYUhXaJi5D0PoE4GuptJl80bhm9X
> XlkdgrMF_NN2YjPFzrtWJYRo_PA00XO2vPHlCVSZMyR3_frlOg,,=1
> "Where the Answers Are, and have been for 20 years"

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Re: [EXTERNAL] Re: New Chrome versions

[Fawver, Dustin]

I’m on 9.1.02 (no patch level) for both AR and MT.  If I open up my (custom) 
ticket form, I have a button that opens up a dialog panel on the form.  It 
works for me in Chrome.  The button on the panel that closes the panel also 
works.  I’m not sure if that’s the same thing that you were trying to 
accomplish.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, November 14, 2017 4:34 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: New Chrome versions

**
Hmmm.  Now that you mention the logging part I had a coworker at a another 
job that was experiencing the same thing on 9.1.x. It was driving him crazy. 
Although he was likely using IE since that was the standard there.

Jason

On Tue, Nov 14, 2017 at 3:27 PM, Grooms, Frederick W 
> wrote:
**
We are on MT version 9.1.02.002 against an 8.1.2 server.
We can see the workflow fire in the log window, but the action doesn’t seem to 
happen.  In testing with IE and Firefox both seem to be working correctly.

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Tuesday, November 14, 2017 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Chrome versions

**
What version of AR/MT?

We are seeing a strange issue in ITSM Incident on MT 9.1.03.001 where looking 
up the Customer doesn't seem to fire all of the AL workflow. The workflow sets 
the field to the CTM:People record ID when choosing a name and the other AL 
workflow fires and eventually replaces that with the name of the person. What 
we sporadically see is the record ID doesn't get replaced (like the rest of the 
workflow isn't firing).

So far we have only seen it in Chrome; which is our primary browser so it 
probably hasn't been tested or experienced in any other. It happens 
inconsistently so it has been hard to track down what is really happening (or 
not happening). At this point we are likely just going to wait for SP 4.

Jason

On Tue, Nov 14, 2017 at 1:12 PM, Grooms, Frederick W  wrote:
 Has anyone seen issues in the new Chrome version where workflow fires to make 
a field Visible (or Hidden) and the screen doesn't change?

Fred




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Business Time

[Fawver, Dustin]

Greetings!

I've re-read the BMC documentation that I can find regarding Business Time 2.0. 
 I have things set up to where the workdays during the week are defined.  My 
current workflow uses it to determine how long during normal business hours it 
takes to resolve a ticket.

What I'm not certain of doing is how to manage within workflow how the holidays 
fall on different days from one year to the next.  We also have emergency 
closure days during the year, primarily due to inclement weather.  Like the 
holidays, the dates can change from year to year.  I'd rather not have to 
revisit workflow for each year.  :)

Unless this isn't the best way to go about it, I'd like to be able to define 
the levels for holidays and emergency closures and be able to reference from 
year to year.  I'd also like to be able to use the business time functions to 
help in reserving different pieces of equipment.  I seem to recall in the past 
someone mentioning creating business time entities and relating them to time 
segments.  However, the documentation that I can find just seems to have a 
screenshot of those forms and simply defines the fields.  Unlike what the title 
says, I don't have a better understanding of those forms after reading it.

Any pointers to material would be great!
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]


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Re: $OPERATION$ keyword w/Modify All

[Fawver, Dustin]

Jason,

Thanks for pointing me in the right direction.  I guess I just glazed over the 
SET ALL value since the documentation mentioned it being used in a push 
operation.  You were correct on the value.

Michael,

Thanks for reminding me about the Execute Options.  I had it on Display, but I 
had to change it to “Window Open” in order to get it to work correctly.
Thanks to both of you!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Galat
Sent: Saturday, October 14, 2017 10:40 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: $OPERATION$ keyword w/Modify All


*** This email does NOT originate from an ETSU person or service. ***
**
Hi Dustin –

It may have to do with where in the process you are actually capturing the 
operation.  I have a small test form, and I created three active links, one to 
fire on Display, one on Window Open, and one on Window Loaded.  The active link 
simply displayed  operation: $OPERATION$ in the prompt bar.  
Here is what I found, (one small caveat – we run 8.1.02):

Open in new mode:
Window Open operation: CREATE (ARNOTE 1)
Window Loaded operation: CREATE (ARNOTE 1)

Open in Search mode:
Window Open operation: QUERY (ARNOTE 1)
Window Loaded operation: QUERY (ARNOTE 1)

Perform a search:
Display operation: SET (ARNOTE 1)

Select all, then click Modify All:
Window Open operation: SET ALL (ARNOTE 1)

Your mileage may vary!

Thanks,

Michael Galat


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Saturday, October 14, 2017 03:30
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: $OPERATION$ keyword w/Modify All

**
Is the button really being set to Submit Ticket on Modify All because the 
$OPERATION$ is inaccurately resolving to CREATE or just because that is the 
default text of the button?

Did you try using "SET ALL" for the $OPERATION$ comparison?

https://docs.bmc.com/docs/ars91/keywords-609072326.html#Keywords-Keywords

Jason



On Fri, Oct 13, 2017 at 4:39 PM, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
**
Greetings!

I have a form in ARS 9.1.02 where I’ve created a button to commit changes when 
either creating or modifying a request.  I use the $OPERATION$ keyword to 
determine what mode I’m in.  I change the label on the button to read “Submit 
Ticket” for new requests, and to “Update Ticket” when modifying a request.  
When I select multiple requests at once and choose “Modify All”, it appears 
that the value for $OPERATION$ is being set to “Create”, so the button reads 
“Submit Ticket”.  While the operation still works as expected when clicking the 
button, I’d like to make the button label read “Update All” in those cases.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648<tel:(423)%20439-4648>
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
[itslogo]<http://www.etsu.edu/helpdesk>

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$OPERATION$ keyword w/Modify All

[Fawver, Dustin]

Greetings!

I have a form in ARS 9.1.02 where I’ve created a button to commit changes when 
either creating or modifying a request.  I use the $OPERATION$ keyword to 
determine what mode I’m in.  I change the label on the button to read “Submit 
Ticket” for new requests, and to “Update Ticket” when modifying a request.  
When I select multiple requests at once and choose “Modify All”, it appears 
that the value for $OPERATION$ is being set to “Create”, so the button reads 
“Submit Ticket”.  While the operation still works as expected when clicking the 
button, I’d like to make the button label read “Update All” in those cases.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]


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Re: [EXTERNAL] Re: [EXTERNAL] Re: CMDB/Asset Management Training

[Fawver, Dustin]

Ok.  So no “mobile-friendly” version of ARS then?  I was so looking forward to 
converting my forms to where they were actually usable on phones and tablets.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, October 05, 2017 7:46 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: [EXTERNAL] Re: CMDB/Asset Management Training

**
A note on version 9.5...  I don't have insider info or anything but I doubt we 
will ever see 9.5 (unless that number gets reused). 9.5 was going to be AR 
System with Innovation Suite. After the 9.5 beta a year ago it was decided that 
Innovation Suite would be its own product and not available to run on a 
"traditional" Remedy system.

Jason

On Thu, Oct 5, 2017 at 6:26 PM, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
**
Rick,

Can you elaborate a little bit on the “system data” bit regarding the CMDB?  
I’m currently running on just ARS.  I hear that ARS 9.5 is supposed to come 
with CMDB.  I’m not quite sure what I’m going to be able to do with it.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648<tel:(423)%20439-4648>
itsh...@etsu.edu<mailto:itsh...@etsu.edu>
[itslogo]<http://www.etsu.edu/helpdesk>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Rick Cook
Sent: Thursday, October 05, 2017 7:21 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Re: CMDB/Asset Management Training

**
Having worked with the CMDB for some years, I can tell you that the biggest 
obstacles to a successful rollout are having access to system data and the 
quality of that data.  That's where 80% of the work will be.
Rick Cook

On Oct 5, 2017 16:07, "Jason Miller" 
<jason.mil...@gmail.com<mailto:jason.mil...@gmail.com>> wrote:
**
I think there are two things to look at here. There is the the tool and how to 
use it, but using an AM system is such an uphill battle if you don't have 
process and dedicated staff to make AM work. If your organization doesn't have 
solid AM practices/policy/procedures, that is probably the best place to focus 
before training on the tool

I have seen a number of places that seem to think a AM/CMDB system brings some 
kind of magic that alleviates all the hard work. I have seen these places fail 
time and time again.

Jason

On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott 
<levi.lippinc...@gmail.com<mailto:levi.lippinc...@gmail.com>> wrote:
**
Hello All,

I'm working at a company that is looking to build out and enhance our Asset 
Management and CMDB utilization, potentially adding discovery later.

They are setting aside a training budget and want to train our in house staff 
properly.

What would you all recommend as the best training courses that include real 
world application, certifications, etc. that would effectively use those 
dollars most effectively?

Thanks,

Levi
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Re: [EXTERNAL] Re: CMDB/Asset Management Training

[Fawver, Dustin]

Rick,

Can you elaborate a little bit on the “system data” bit regarding the CMDB?  
I’m currently running on just ARS.  I hear that ARS 9.5 is supposed to come 
with CMDB.  I’m not quite sure what I’m going to be able to do with it.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Thursday, October 05, 2017 7:21 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: CMDB/Asset Management Training

**
Having worked with the CMDB for some years, I can tell you that the biggest 
obstacles to a successful rollout are having access to system data and the 
quality of that data.  That's where 80% of the work will be.
Rick Cook

On Oct 5, 2017 16:07, "Jason Miller" 
> wrote:
**
I think there are two things to look at here. There is the the tool and how to 
use it, but using an AM system is such an uphill battle if you don't have 
process and dedicated staff to make AM work. If your organization doesn't have 
solid AM practices/policy/procedures, that is probably the best place to focus 
before training on the tool

I have seen a number of places that seem to think a AM/CMDB system brings some 
kind of magic that alleviates all the hard work. I have seen these places fail 
time and time again.

Jason

On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott 
> wrote:
**
Hello All,

I'm working at a company that is looking to build out and enhance our Asset 
Management and CMDB utilization, potentially adding discovery later.

They are setting aside a training budget and want to train our in house staff 
properly.

What would you all recommend as the best training courses that include real 
world application, certifications, etc. that would effectively use those 
dollars most effectively?

Thanks,

Levi
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Re: [EXTERNAL] ADM: ARSlist Future 2017

[Fawver, Dustin]

I remember that there was some back-channel discussion in the past that 
resulted in the setup that is currently running.  Would you be willing to 
divulge what it would take for option 3?


Thanks!

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[1489002992830_itslogo.png]



From: Action Request System discussion list(ARSList)  on 
behalf of Jason Miller 
Sent: Wednesday, September 27, 2017 1:46 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] ADM: ARSlist Future 2017


**
Hello everybody,

It is time again to make some decisions regarding the future of the ARSlist. 
Our LISTSERV (the software ARSlist runs on) license expires in a little over 30 
days. Dan, Misi and myself have been discussing where to go from here. We agree 
with the current (low) volume of posts that (Dan) continuing to pay for the 
ARSlist platform does not make much sense. Clearly the ARSlist is not providing 
the value it one was (when it was the only place to discuss Remedy topics).

The options for the future at this time appear to be:

  *   Move the ARSlist to a free mailing list platform. *
  *   Say goodbye to the ARSlist and shut it down all together.
  *   Money will come from somewhere to pay the license fee and the ARSlist 
lives on for at least another year.

There is a contingency with the first option. Assuming the platform the List 
moves to is not a hosted system in the cloud, Misi, who has been graciously 
hosting ARSlist LISTSERV on his server for the last year, will not be able to 
make a software switch until after the T3SMAC 
conference in November. If we give Misi a few days 
to hangout in Vegas after the conference, get home, and setup a new mail list 
system, we are looking at possibly a few week outage of the ARSlist while 
things transition. If we find a platform that is hosted and doesn't require 
shell access to Misi's server then I can work on the transition before the 
conference.

If anybody see additional options please let me know. Also I am open to honest 
feedback. At heart I know none of us want to see the ARSlist go, it has been 
here for us for many years. Shutting it down is not something to be taken 
lightly. However being practical, do we reject the idea of shutting down the 
List based on our feelings and not so much the value it is providing in 2017? 
Since this post is really a continuation of a conversation that started over a 
year ago, I wonder if maybe the time has actually come to retire the ARSlist?

Thank you,
Jason


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Re: Can we call shell script on remote server via AL run process command?

[Fawver, Dustin]

Does the requirement mandate that it be done in an AL instead of a filter?  
I've found it easier to get things to run via Run Process in a filter instead 
of an AL.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[1489002992830_itslogo.png]



From: Action Request System discussion list(ARSList)  on 
behalf of Abhishek Anand 
Sent: Wednesday, September 13, 2017 4:03 AM
To: arslist@ARSLIST.ORG
Subject: Can we call shell script on remote server via AL run process command?

Hi Experts,

Please could you assist in below scenario:-


Requirement is  stated as below:-

1. On the change in Status of a field to CLOSE in one of the form , it should 
trigger a script residing in a remote unix box.


I am using below logic:-

Created an AL with Run process Command Line as shown below:-
@@: c:/test.bat _"$Request ID$"

Also test.bat consist of the below lines:-

D:\putty\plink.exe  /usr/opt/xxx/Runtime/test.sh CLOSE 
"%1"

Remote server script path - /usr/opt/xxx/Runtime/test.sh

The unix box as well as script is accessible via putty on the windows box where 
remedy is installed.

But its not working.


Early response will be highly appreciated.

Regards,
AA

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Re: Remedy REST API Jetty landing page

[Fawver, Dustin]

Kevin,

As I understand it, that page is normal.  That lets you know that the Jetty 
config is correct and that the service is running properly.  You normally 
wouldn't access it via a web browser.  You would have the app that's doing the 
REST calls to log in, get a token, and then use that token for subsequent API 
calls.

If you're needing to manually test things via REST, you can use tools such as 
Postman to do the calls for you and show you the results.  I'm actually digging 
into this myself as I set up things for automated asset management 
registration, just for start.

I hope this helps.

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin M Candelaria
Sent: Monday, September 11, 2017 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Remedy REST API Jetty landing page

**

Hello everyone.



I recently enabled the Rest api on our Remedy 9.1 environment. Does anyone know 
if possible to change the landing page of the jetty server to something else?



Example: I have remedyapi.mydomain.com pointing to 
production-apptier.mydomain.com:8008



I want that default page to be something else rather than :

HTTP ERROR 404

Problem accessing /. Reason:

ProxyServlet: /


Powered by Jetty:// _ARSlist: "Where the Answers Are" and have been for 20 
years_

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Re: Jetty over HTTPS

[Fawver, Dustin]

Carl,

I still am not doing something correctly.  I deleted the keystore and used the 
import command to import each of the three .crt files into a new one.  After 
restarting the AR System service, I can see that it’s listening on the port.  I 
still get the message that the server unexpectedly closed the connection.  Do 
you have any idea what part I may have left out?
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
[itslogo]<http://www.etsu.edu/helpdesk>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Monday, August 21, 2017 3:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Jetty over HTTPS


*** EXTERNAL EMAIL *** This email does NOT originate from an ETSU person or 
service. Please exercise caution when handling e-mails from external sources. 
If this e-mail is unsolicited and requires you to take immediate action, 
appears to be forged or is PHISHING for information, please contact the ITS 
Help Desk at, 423-439-4648. ETSU internal and official messages never include a 
disclaimer.
**
Hi Justin,
Jetty requires that you have the full cert chain installed in the keystore(s) 
that you are using, or it will not start correctly and present the certificate 
(as it uses Java which requires all elements for the certificates to be 
present).
So, you need to install the full certificate chain (root, intermediate, server) 
as a single chained file (p7b or similar), or convert the certificate chain and 
keys to a keystore file if say in a p12 format.
BMC instructions are not the best for actually stating this, and are geared 
more towards a single self signed certificate (not an authority chained cert).

Here is a section from a configuration document I wrote for Service Broker, but 
the concept is the same:
1.1   Configuring Jetty (Service Broker)

To implement SSL configuration on Service Broker, you need to update the 
“jetty-http.xml” file on the Remedy Service Broker system – located in 
…/jetty/etc/jetty-http.xml.

https://docs.bmc.com/docs/display/myitsb33/Configuring+access+to+the+MyIT+Service+Broker+server+over+SSL

Point to the location of the keystore that contains the Signed Certificate and 
keys (public/private).  You can generate a new keystore / keys / certificate 
for a Self Signed Certificate, or convert and existing file to a Java “.jks” 
keystore.

You may receive a file in the “.pfx” format (Windows, containing certificate(s) 
and keys) which you can convert to a Java “.jks” keystore using keytool or 
another program.   You may also wish to change the alias and store passwords 
for use with your application to standardise.

You can also choose to update the port that Service Broker uses for SSL to a 
standard port e.g. 443 or 8443.

Note:  If Jetty cannot find all required parts associated with the certificate 
(keys, certificate – including all certificates in the chain), the application 
will not start.

Sample: jetty-http.xml









C:/keystore/keystore
OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v
OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v
C:/truststore/cacerts
OBF:1v2j1uum1xtv1zej1zer1xtn1uvk1v1v


TLS_DHE_RSA.*
TLS_ECDHE.*




SSL_RSA_WITH_DES_CBC_SHA
SSL_DHE_RSA_WITH_DES_CBC_SHA
SSL_DHE_DSS_WITH_DES_CBC_SHA
SSL_RSA_EXPORT_WITH_RC4_40_MD5
SSL_RSA_EXPORT_WITH_DES40_CBC_SHA
SSL_DHE_RSA_EXPORT_WITH_DES40_CBC_SHA
SSL_DHE_DSS_EXPORT_WITH_DES40_CBC_SHA
.*NULL.*
.*RC4.*
.*MD5.*
.*DES.*
.*DSS.*
.*_DHE_RSA_.*




SSL
SSLv2
SSLv2Hello
SSLv3







http/1.1













8443












--

Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 21 August 2017 03:54
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Jetty over HTTPS

**
Greetings, Listers!

I’ve been working on getting Jetty to run on my dev environment so that I can 
start working on REST calls.  I have ARS 9.1.02 installed.  In short, I can get 
it to run over HTTP if I make the proper mods in the jetty selector file.  When 
I configure it to run using HTTPS on port 9443 (or even the default 8443), I 
get a message that the server unexpectedly closed the connection.  Running 
“netstat –a” shows that the server is listening on the designated port.

I’ve been trying different things with the keytool prog

Jetty over HTTPS

[Fawver, Dustin]

Greetings, Listers!

I’ve been working on getting Jetty to run on my dev environment so that I can 
start working on REST calls.  I have ARS 9.1.02 installed.  In short, I can get 
it to run over HTTP if I make the proper mods in the jetty selector file.  When 
I configure it to run using HTTPS on port 9443 (or even the default 8443), I 
get a message that the server unexpectedly closed the connection.  Running 
“netstat –a” shows that the server is listening on the designated port.

I’ve been trying different things with the keytool program.  I have a GeoTrust 
signed cert available for me to use.  I used the following command as outlined 
at https://docs.bmc.com/docs/ars91/configuring-the-rest-api-609071434.html

C:\Program Files\BMC Software\ARSystem\jetty\etc>"\Program 
Files\Java\jre1.8.0_73\bin\keytool.exe" -import -trustcacerts -alias etsu.edu 
-file etsu.edu.crt -keystore keystore

All of the required services (ARS, email, flashboards, Mid-Tier, Tomcat, etc) 
run on the same box.  I hope this is not causing a conflict.  Any help would be 
much appreciated.
Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu
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Re: Report questions

[Fawver, Dustin]

That makes sense.  ITSM is currently not an option available to take advantage 
of.  I know that BIRT is an option, but I have other development that I need to 
do.  I took a look at the textbooks that I got from the Remedy 7.x training 
courses.  The reporting was basically an appendix and it didn’t seem to cover 
time frames all that well.

As far as the PDF column width goes, I’ll see if management would be ok with 
getting an Excel file instead.  At least it’s something that I can implement 
now.  ☺

Thanks!

--Dustin

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, May 02, 2017 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Report questions

**
As I understand it, it is installed with ARS, but is not fully functional till 
you install ITSM.

On Tue, May 2, 2017 at 1:59 PM, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
Per my sales rep and also BMC's documentation, it's part of ITSM.

"BMC Remedy Smart Reporting is licensed for BMC Remedy Remedy ITSM customers. 
Options for other customers who use BMC Remedy AR System without BMC Remedy 
ITSM applications are being discussed."

https://docs.bmc.com/docs/display/public/itsm90/FAQs+and+additional+resources+for+BMC+Remedy+Smart+Reporting#FAQsandadditionalresourcesforBMCRemedySmartReporting-BMCRemedySmartReportinglicensing

--Dustin

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jamie
Sent: Tuesday, May 02, 2017 10:24 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Report questions

Hello Dustin - It looks like Smart Reporting is part of the AR Platform, or at 
least Smart Reporting is being patched and updates and packaged with ARS.  Are 
you sure you can't use Smart Reporting without ITSM?

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Re: Report questions

[Fawver, Dustin]

Per my sales rep and also BMC's documentation, it's part of ITSM.

"BMC Remedy Smart Reporting is licensed for BMC Remedy Remedy ITSM customers. 
Options for other customers who use BMC Remedy AR System without BMC Remedy 
ITSM applications are being discussed."

https://docs.bmc.com/docs/display/public/itsm90/FAQs+and+additional+resources+for+BMC+Remedy+Smart+Reporting#FAQsandadditionalresourcesforBMCRemedySmartReporting-BMCRemedySmartReportinglicensing

--Dustin

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: Tuesday, May 02, 2017 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Report questions

Hello Dustin - It looks like Smart Reporting is part of the AR Platform, or at 
least Smart Reporting is being patched and updates and packaged with ARS.  Are 
you sure you can't use Smart Reporting without ITSM?

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Report questions

[Fawver, Dustin]

Greetings, Listers!


I have a couple of hopefully easy questions regarding web reports in ARS 
9.1.02.  I don't have access to Smart Reporting as I don't have ITSM.  I have 
generated the reports from within the Report Console.


Date-based qualifications

--

The first question regards a report that I have scheduled to run at 1:00am on 
the first day of the month that sends a list report in PDF format to different 
group managers detailing the time-off requests that their direct reports made 
for the prior month.  I currently have it set up where the qualification 
explicitly defines the first and last day of the previous month.  While this 
works, I would rather automate this by using a keyword instead of modifying the 
qualification each month.  From my searches on Google, I have generated this 
qualification.


(('First Day of Leave' >= $\DATE$ - (86400 * 30) AND 'First Day of Leave' < 
$\DATE$) OR ('First Day of Leave' < $\DATE$ - (86400 * 30) AND 'Last Day of 
Leave'  >= $\DATE$ - (86400 * 30)))


This produces the same results that the 'fixed' qualification gives me.  What 
I'm wondering is since $DATE$ will be defined as the first day of the month, 
will it produce the correct results for months that do not have 30 days?



Column width

---

In a different PDF report, the last digit of the Request ID is being truncated 
from the view.  The Request ID is the first column of the report.  Is there a 
way to widen that column aside from possibly removing another column from the 
report?



Thanks!

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
itsh...@etsu.edu


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Re: Incoming email stopped at MS exchange inbox

[Fawver, Dustin]

John,


I've had to do the following a few different times to get email to work when it 
seemingly stopped.


- Stop the Email Engine service

- Purge anything in the AREmail\Logs directory

- Restart the Email Engine service


I don't know if you've tried that yet or not.


Dustin Fawver

Sr. Help Desk Technician

Information Technology Services

East Tennessee State University



P: 423-439-4648

itsh...@etsu.edu




From: Action Request System discussion list(ARSList)  on 
behalf of Reiser, John J 
Sent: Thursday, March 2, 2017 6:10 PM
To: arslist@ARSLIST.ORG
Subject: Incoming email stopped at MS exchange inbox

**
Hello Listers,

I’m having some difficulty with my ARSystem Server 8.1.0. Yes I’m falling 
behind.

Two days ago the email engine stopped receiving email for the MS Exchange inbox.
When I check the account’s inbox in outlook there are 10 messages waiting but 
they never get pulled in to the AR System Email Messages form.
While trying to correct this issue I managed to break the email engine 
completely. It turns out the EmailDaemon.Properties password section was out of 
synch with the Application password.
Resetting it with emailstart.bat –p  didn’t correct it. I had to 
manually type it into the System Administrator console Application Service 
Password field and then kick start the ARSystem service.
So now outgoing email seems to be working ok but the MS Exchange inbox still 
has the 10 messages.
We use POP3 for incoming and SMTP for outbound. Both are set for email server 
SSL and there is nothing in the stderr.log of the AREMail\Logs directory after 
20 minutes.

Has anyone come across such a case and have any ideas where to look to 
troubleshoot this.
We use the incoming email to process PDF based requests and the resulting 
attachments in a form is our “paper trail”.

Thanks in advance,,
---
John J. Reiser
Building 760-J202
Remedy AR System Developer
Senior Software Development Analyst
Lockheed Martin - RMS Moorestown Region
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me



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Re: ARS 9.1.02 Dev to Prod Clone

[Fawver, Dustin]

Brian,


I rebooted the server after modifying the ar.cfg file.  I am currently not 
using server groups.


I went through the instructions that Dmitry pointed me to.  It found a few 
things that I had missed.  I had it update the database, the files and the 
registry as per the documentation.  For some reason, it ended up deleting the 
registry keys that defined the AR service and the Email Engine service.  I 
fixed that by simply exporting from the dev server, editing the server names, 
and then importing into the upcoming production server.


I ended up finding out that the crux of the problem was that mid-tier on the 
production server was still configured to work with the dev AR server.  Once I 
added in the production server to its configuration and set it to be the 
default AR server, things started working as I would have expected.


I have now (trial) licensed the server and I'm using rrrChive to migrate data 
over from the current production server to the new one.  I'll be allowing 
selected users to perform their own testing.


I hope this helps someone else who may run into this.  Either that or it was 
just my lack of experience.  I had been reading the discussion from a little 
bit ago where folks were comparing tools for migration and such.  I read where 
people would do database restores from prod to dev.  When things didn't turn 
out quite so easy for me, I was wondering what I was doing wrong.


Thanks to everyone for their input!

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
faw...@etsu.edu<mailto:faw...@etsu.edu>


From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Brian Pancia <panc...@finityit.com>
Sent: Monday, February 20, 2017 7:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 9.1.02 Dev to Prod Clone

**
This may be a silly question.  When you modified the ar.cfg file did you 
restart the BMC services immediately after or did you login to the Admin 
Console first?  Are you using server groups?

Brian


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Friday, February 17, 2017 6:48 PM
To: arslist@ARSLIST.ORG
Subject: ARS 9.1.02 Dev to Prod Clone

**

Greetings!



So I'm pushing to try to meet a deadline to get ARS 9.1.02 live in our 
production environment.  I have a development environment set up the way I'd 
like it, at least for launch.  I wanted to avoid having to figure out again how 
to properly configure AREA LDAP, SSL, redirections and such.  Hoping to shave 
some time on things, here's what I did, thinking it would work.



- Had my sysadmin clone the dev VM and database.  Database was backed up from 
the dev SQL server and restored onto the prod SQL server.  Due to naming 
conventions in place here, the names of the databases are different.



- The new prod VM was renamed accordingly and placed onto the domain.



- Edited the ar.cfg file on the prod VM to make it point to the production SQL 
server with the correct DB name, DB username and password in plain text.



- When logging into the prod VM and going into the AR System Administration: 
Console, I look at the Database tab and it has values for the development 
server.  I had SQL Server Management Studio export the data into SQL files.  I 
searched for the name of the dev server in the SQL files and updated the values 
accordingly on the production DB server.  This took me a little while to do.



- I started the ARS service back up and it still points to the dev database.  I 
can log into both system separately, but any changes that I make to the config 
on one is reflected on the other.



- I attempted an "upgrade" to ARS 9.1.02.  It was successful.  The installation 
program even had the values for the production database server as its defaults. 
 Unfortunately it still seems to want to access the development database server.





Do any of you think that this is salvageable and that I'm just overlooking 
something?  Some of the things that I was able to get running on the 
development server have been set for so long that it may take me a little bit 
to get things back to running.


Thanks!
Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
faw...@etsu.edu<mailto:faw...@etsu.edu>

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ARS 9.1.02 Dev to Prod Clone

[Fawver, Dustin]

Greetings!


So I'm pushing to try to meet a deadline to get ARS 9.1.02 live in our 
production environment.  I have a development environment set up the way I'd 
like it, at least for launch.  I wanted to avoid having to figure out again how 
to properly configure AREA LDAP, SSL, redirections and such.  Hoping to shave 
some time on things, here's what I did, thinking it would work.


- Had my sysadmin clone the dev VM and database.  Database was backed up from 
the dev SQL server and restored onto the prod SQL server.  Due to naming 
conventions in place here, the names of the databases are different.


- The new prod VM was renamed accordingly and placed onto the domain.


- Edited the ar.cfg file on the prod VM to make it point to the production SQL 
server with the correct DB name, DB username and password in plain text.


- When logging into the prod VM and going into the AR System Administration: 
Console, I look at the Database tab and it has values for the development 
server.  I had SQL Server Management Studio export the data into SQL files.  I 
searched for the name of the dev server in the SQL files and updated the values 
accordingly on the production DB server.  This took me a little while to do.


- I started the ARS service back up and it still points to the dev database.  I 
can log into both system separately, but any changes that I make to the config 
on one is reflected on the other.


- I attempted an "upgrade" to ARS 9.1.02.  It was successful.  The installation 
program even had the values for the production database server as its defaults. 
 Unfortunately it still seems to want to access the development database server.



Do any of you think that this is salvageable and that I'm just overlooking 
something?  Some of the things that I was able to get running on the 
development server have been set for so long that it may take me a little bit 
to get things back to running.


Thanks!

Dustin Fawver
Sr. Help Desk Technician
Information Technology Services

P: 423-439-4648
faw...@etsu.edu


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Re: ARS 9.1: Question about hiding fields

[Fawver, Dustin]

Hi, Thomas.


I know that I'm not Doug, but I have a question about this.


If the fields are intended to be hidden from the group that the user is a 
member of, hence the moving to the alternate view, but should still be visible 
to you, would it be better to alter the permissions for the fields to where 
your group and any other applicable groups have view/change access and the 
group(s) that the other users are in are not listed in the fields' access list? 
 I would think that having a Set Focus action on the field would intend that at 
least someone would have access to the field.  I may just be misunderstanding 
the intent.


The reason I had originally asked the question was because on one of our forms 
that we've carried along and updated, I found some fields that were explicitly 
hidden, some that were in a page holder with access restrictions via 
permissions.  I found out later that the capability to create a field that 
didn't exist in any view didn't come along until some version after ARS 7.1.  
Basically all of the fields that are in the page holder that only 
administrators have access to could really be converted to fields in no view 
since they are solely used for workflow.


Thanks!


--Dustin Fawver


Help Desk Technician

Information Technology Services

East Tennessee State University




From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Thomas Miskiewicz <tmisk...@gmail.com>
Sent: Thursday, January 26, 2017 6:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 9.1: Question about hiding fields

**
Hi Doug,

you said:
"As has been noted this is NOT security, the *field is still fully accessible 
to the user* it is just not possible to show it on the screen from the 
mid-tier."

We got a form with views. We moved all hidden fields to the other view in order 
to hide the temp fields from the Advanced Search field selection for the user.

This however broke some workflow which was doing a Set Focus on fields that are 
not in the other view. I know, doind a set Focus on the hidden field is WIRED, 
but fully accessible is fully accessible.

Is this a bug or what kind of full accessibility did you have in mind saying 
that even fields that are in neither view are fully accessible to the user?


Thomas

On Tue, Nov 22, 2016 at 6:56 PM, Mueller, Doug 
<doug_muel...@bmc.com<mailto:doug_muel...@bmc.com>> wrote:
**
Dustin,

A field that is “not in view” has multiple advantages:


1)  It is not in Field list dropdowns as noted so it is “more hidden” than 
other fields

2)  It has no view properties so it in fact is more efficient.  There is no 
screen widgetry defined, there is less html in the page (think about it, if it 
is just hidden, it COULD be made visible so you have to define the widget, have 
html that describes it and positions it and cares for it and …. While if not in 
view it is NEVER possible to show it so there is no view definition at all.  It 
is lighter and if you have many of them, it does have a notable impact on the 
volume of html in the screen so it is more efficient)

As has been noted this is NOT security, the field is still fully accessible to 
the user it is just not possible to show it on the screen from the mid-tier.  
You can reference it through workflow and work with it programmatically like 
any other field.  If you don’t want the user to have access, control with 
PERMISSIONS not with hiding or making not in view.

As a general suggestion, if a field is NEVER visible on the screen, I strongly 
suggest you have it not in view.  It reduces overhead and makes the system more 
efficient.  Only have things in view that have the possibility of being 
displayed under some condition.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Brittain, 
Mark
Sent: Friday, November 18, 2016 12:23 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 9.1: Question about hiding fields

**
Dustin,

A field that is not in the view does not appear in the Field menu for an 
Advanced Search. So this might be a good way to limit what users are searching 
on. Of course if you have a savy user they can always type the field name with 
quotes (e.g. ‘Wigit Name’) but I haven’t found anyone who does that.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, November 18, 2016 3:02 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 9.1: Question about hiding fields

**
Dustin,
The main advantage is the fact that the field isn't taking up any screen real 
estate anywhere on the form.  The object still exists on the form, is still 
transferred to the client, so it's not a transport advantage, but the fact that 
the field's not cluttering up the display is a maintenance ad

Re: Advice going forward

[Fawver, Dustin]

I'm so looking forward to those new features.  I want to be able to provide a 
more responsive UI that I can't do in 9.1, unless there's something I'm missing.


Thanks to all of you who have provided help and suggestions to me.


--Dustin



From: Action Request System discussion list(ARSList)  on 
behalf of Jason Miller 
Sent: Tuesday, January 10, 2017 5:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Advice going forward

**
Somebody can correct me if I am wrong but I think AngularJS would be better to 
tackle before Node.js. The way I understand you (the developer) uses Node.js on 
the machine you are doing development on with Maven and/or Grunt (still not 
sure where thee line is drawn). I thought I had heard somewhere that Node.js is 
on the server however that might have been in my dreams.

You can use AngularJS to make the view components to use inside Innovation 
Suite. I say you can because, you can build views inside Innovation Suite 
without Angular but if you need to go beyond what Inno Suite current offers 
then you can use Angular.

Jason

On Sun, Jan 8, 2017 at 3:45 AM, BradRemedy 
> wrote:
**
Hi Jason

Thanks for the reply. I think I am going to continue and finish learning the 
basics and concepts of Javascript and then I am going to move onto Java. 
Currently I am doing online training however I am going to start looking out 
for some class room based training.

So I would assume that one should focus on Java and Javascript for now along 
with Node which will provide a complete picture.

I think it is great that there will be a market place in the future - always 
great when code can be shared which pushes the entire remedy solution further 
in the market.

Cheers
Brad

On Sun, Jan 8, 2017 at 11:14 AM Jason Miller 
> wrote:
**
I started learning Java early last year since the platform is now Java as well 
as I wanted to be able to write plugins. I also figured it will not only help 
with my Remedy career but would also be a good skill to have in case I need to 
make a living doing something other than Remedy. Fortunately the new direction 
with Innovation Suite aligns very well with that path. I have added learning 
AngularJS and even Node.js to my short list of things to learn in the next 
month or two.

One thing to keep in mind (for those that might not know), you do not need 
other programming skills to work with Innovation Suite. You can build views, 
data models and workflow (processes and rules) today without any programming. 
The reason there is so much talk about other programming languages is because 
Innovation Suite makes it very easy to use (and reuse) "components" that give 
extra functionality that the tool doesn't natively. The idea is with a little 
time, the BMC Marketplace (marketplace.bmc.com) 
will have components/modules/whatever that others built in other programming 
languages (and probably even some built in Innovation Suite) that you can 
download and use on your system.

Jason

On Sun, Jan 8, 2017 at 12:33 AM, BradRemedy 
> wrote:
** Hi everyone

looking at the new innovation solution from bmc, I feel that I need to start 
learning some Java and getting ready for what is coming in the future.

Over the past few months, I have been learning more JavaScript with plans to 
use it on the front end. I have no problem learning new technologies, however I 
wanted to check what plans everyone else has going forward.
Are you going to learn Java or are you going to focus on the remedy stuff only 
and just get help from a java developer when needed?

So much to learn and it just feels like I am sprinting on a treadmill and not 
getting ahead.

Any advice / guidance would be appreciated.

Cheers
Brad
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Re: Replacing artime with Business Time 2.0

[Fawver, Dustin]

Hi, Rod.


No, I haven't looked into those.  The documentation that I found on BMC's site 
seems to describe how to create them, but doesn't give "real world" examples of 
how they can be used.  Can you point me in that direction?


Thanks!


--Dustin



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Rod Harris <r...@smapps.com.au>
Sent: Monday, January 9, 2017 7:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Replacing artime with Business Time 2.0

**
Hi Dustin,
Have you looked into using the assoc versions of the business time commands? I 
find these to be much easier to work with as they abstract away all the 
individual names of the time segments from the set fields commands. You just 
create a business time entity and link all the time segments you need to that. 
That way you can adjust the calendars of available and unavailable times with a 
lot of flexibility without ever needing to change the code.

Rod

On 10 January 2017 at 08:00, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
**

Greetings!


So I've ran into some old filters that are using artime to calculate time 
differences.  I read up on the BMC ARS 9.1 documentation to try to wrap my head 
around Business Time 2.0.  Here's what I've done.


- Created a Level 1 Business Time Segment titled "Work_Day" that runs from 
8:00am - 8:30pm, recurring weekly on Monday - Friday.

- Created a Level 2 segment titled "Pre_Shift" that runs from 12:00:00am to 
7:59:59am with the aforementioned recurrence.

- Created a Level 2 segment titled "Post_Shift" that runs from 8:30:01pm to end 
of day with the aforementioned recurrence.

- Created a Level 10 segment called "Holidays_2017" that lists specific dates 
and is set as unavailable.


The command used in Set Fields is:


$PROCESS$ Application-Bus-Time2-Diff "$Arrival Time$" "$Resolved Time$" 
"Work_Day" "Pre_Shift" "Post_Shift" "Holidays_2017"


It seems to work.  However, it looks like I forgot to include a time segment 
for the weekends.  Here are my questions.


1)  Aside from the recurring weekend time segment that I forgot, does it appear 
that I have things set up correctly?


2)  In order to take into consideration all of the unavailable times, do I need 
to include the name of each time segment in the Set Fields command?  I fully 
expect to have to create another segment with new holidays around the beginning 
of next year.  There are also times when offices are closed due to things like 
inclement weather.  I was hoping to have some level 3 or 4 segments that I 
would like to have considered as well, but not have to update the filter each 
time one is added.


I hope this all makes sense.


Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648

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Replacing artime with Business Time 2.0

[Fawver, Dustin]

Greetings!


So I've ran into some old filters that are using artime to calculate time 
differences.  I read up on the BMC ARS 9.1 documentation to try to wrap my head 
around Business Time 2.0.  Here's what I've done.


- Created a Level 1 Business Time Segment titled "Work_Day" that runs from 
8:00am - 8:30pm, recurring weekly on Monday - Friday.

- Created a Level 2 segment titled "Pre_Shift" that runs from 12:00:00am to 
7:59:59am with the aforementioned recurrence.

- Created a Level 2 segment titled "Post_Shift" that runs from 8:30:01pm to end 
of day with the aforementioned recurrence.

- Created a Level 10 segment called "Holidays_2017" that lists specific dates 
and is set as unavailable.


The command used in Set Fields is:


$PROCESS$ Application-Bus-Time2-Diff "$Arrival Time$" "$Resolved Time$" 
"Work_Day" "Pre_Shift" "Post_Shift" "Holidays_2017"


It seems to work.  However, it looks like I forgot to include a time segment 
for the weekends.  Here are my questions.


1)  Aside from the recurring weekend time segment that I forgot, does it appear 
that I have things set up correctly?


2)  In order to take into consideration all of the unavailable times, do I need 
to include the name of each time segment in the Set Fields command?  I fully 
expect to have to create another segment with new holidays around the beginning 
of next year.  There are also times when offices are closed due to things like 
inclement weather.  I was hoping to have some level 3 or 4 segments that I 
would like to have considered as well, but not have to update the filter each 
time one is added.


I hope this all makes sense.


Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648

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Re: Dialog panels and Notify action

[Fawver, Dustin]

Tim,


That is a most excellent idea!  I may have to change some things in that panel, 
depending on what management wants, so if that's the case I'll give that a try.


Thanks again!


--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648


From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Timothy Powell <timothy.pow...@pbs-consulting.com>
Sent: Tuesday, January 3, 2017 7:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Dialog panels and Notify action

**
Not knowing how the field value is getting set, I'm going to guess that it's 
set/input by the tech at transaction time.
That said, If you only need the contents of this field for the 
transaction/message (and the value is actually stored elsewhere), maybe you can 
just use a Display Only field.
Tim

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Monday, January 02, 2017 7:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Dialog panels and Notify action

**

Greetings, once again!



I have figured this out, but I would still like some advice.  What was causing 
my issue is that I was setting the field in question to $NULL$ after the Notify 
action within the filter.  I even tried setting the field to $NULL$ in a 
different filter step with a later execution order.  I suppose this is due to 
filter phases.  (https://docs.bmc.com/docs/display/public/ars91/Filter+phases).



Aside from emailing the contents of this field, the contents are also copied to 
one of two other fields, depending on the tech's choice, that are also saved to 
the database.  Thus I don't need yet another copy of the field's contents.  For 
those who may have encountered this before, should I create another active link 
that executes After Modify that sets the panel's fields to $NULL$ and then 
calls Commit Changes?



Thanks again!


--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648
____
From: Fawver, Dustin
Sent: Saturday, December 31, 2016 7:09 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Dialog panels and Notify action


Greetings!

I have created a dialog floating panel containing a character field of which I 
want to be able to email to the user.  The recipient's email is constructed 
from another field on the form followed by the domain.  While the user gets the 
email, the value of the specific field in question is not being put into the 
text of the notify action.  No email templates are being used at this time.

I checked the permissions thinking that they may be playing a part.  The Public 
group has View permission on the form, the dialog panel and the character 
field.  When that didn't help, I thought that maybe the workflow that hid the 
panel was causing the character field to be inaccessible, although the filter 
seemed to disagree with me.

In the filter workflow that actually fires the Notify action, I placed a 
Message action immediately before the Notify action to show the value of the 
field.  The prompt correctly displayed the value of the field, but it doesn't 
appear in the email message.  The value of the field is plain text.  I also 
tried placing the value of $Case ID+$ (the request ID) right before the 
character field name and it comes through just fine.

I hope this makes sense.  Since this is something that's new in 9.1 and not 
something that I was trained on, what is it that I'm overlooking?

Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Dialog panels and Notify action

[Fawver, Dustin]

Greetings, once again!


I have figured this out, but I would still like some advice.  What was causing 
my issue is that I was setting the field in question to $NULL$ after the Notify 
action within the filter.  I even tried setting the field to $NULL$ in a 
different filter step with a later execution order.  I suppose this is due to 
filter phases.  (https://docs.bmc.com/docs/display/public/ars91/Filter+phases).


Aside from emailing the contents of this field, the contents are also copied to 
one of two other fields, depending on the tech's choice, that are also saved to 
the database.  Thus I don't need yet another copy of the field's contents.  For 
those who may have encountered this before, should I create another active link 
that executes After Modify that sets the panel's fields to $NULL$ and then 
calls Commit Changes?


Thanks again!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648


From: Fawver, Dustin
Sent: Saturday, December 31, 2016 7:09 PM
To: arslist@ARSLIST.ORG
Subject: Dialog panels and Notify action


Greetings!

I have created a dialog floating panel containing a character field of which I 
want to be able to email to the user.  The recipient's email is constructed 
from another field on the form followed by the domain.  While the user gets the 
email, the value of the specific field in question is not being put into the 
text of the notify action.  No email templates are being used at this time.

I checked the permissions thinking that they may be playing a part.  The Public 
group has View permission on the form, the dialog panel and the character 
field.  When that didn't help, I thought that maybe the workflow that hid the 
panel was causing the character field to be inaccessible, although the filter 
seemed to disagree with me.

In the filter workflow that actually fires the Notify action, I placed a 
Message action immediately before the Notify action to show the value of the 
field.  The prompt correctly displayed the value of the field, but it doesn't 
appear in the email message.  The value of the field is plain text.  I also 
tried placing the value of $Case ID+$ (the request ID) right before the 
character field name and it comes through just fine.

I hope this makes sense.  Since this is something that's new in 9.1 and not 
something that I was trained on, what is it that I'm overlooking?

Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Dialog panels and Notify action

[Fawver, Dustin]

Greetings!

I have created a dialog floating panel containing a character field of which I 
want to be able to email to the user.  The recipient's email is constructed 
from another field on the form followed by the domain.  While the user gets the 
email, the value of the specific field in question is not being put into the 
text of the notify action.  No email templates are being used at this time.

I checked the permissions thinking that they may be playing a part.  The Public 
group has View permission on the form, the dialog panel and the character 
field.  When that didn't help, I thought that maybe the workflow that hid the 
panel was causing the character field to be inaccessible, although the filter 
seemed to disagree with me.

In the filter workflow that actually fires the Notify action, I placed a 
Message action immediately before the Notify action to show the value of the 
field.  The prompt correctly displayed the value of the field, but it doesn't 
appear in the email message.  The value of the field is plain text.  I also 
tried placing the value of $Case ID+$ (the request ID) right before the 
character field name and it comes through just fine.

I hope this makes sense.  Since this is something that's new in 9.1 and not 
something that I was trained on, what is it that I'm overlooking?

Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Setting home page view via workflow

[Fawver, Dustin]

Hi, Joel.


I'm glad that you mentioned that as it gives me another option if I come across 
the need for directing people to the correct page.  I went with Jason Miller's 
suggestion about using panels.  What I ended up doing was using a tabbed panel 
holder because all of the things needed to be separated out.  In the first 
tab/panel, I inserted a collapsible panel holder with three panels.  Via 
permissions, the techs would have access to all three tabs whereas the 'general 
public' would only have access to the bottom panel.  The bottom one floats up 
and looks fine.


I'm not going to worry about it too much since I'll probably be reworking 
things again once ARS 9.5 hits GA.  The rumored "mobile-friendly" UI being 
available in ARS is what (I think) management will love.  I'm working on making 
this new version actually do stuff that the current production version (ARS 
7.1) either doesn't or can't do.


I really appreciate everyone's help.

Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Joel D Sender <jdsen...@earthlink.net>
Sent: Friday, December 30, 2016 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting home page view via workflow

**
Dustin,
This being the Action Request System, there are a number of ways to accomplish 
this.
One way would be to have the Public home page open for everyone.
The first Active Link 'ON OPEN' would check to see if the User was a technician.
If yes, and then open the 'other' home page and close the public one.
Since there won't be an active link on the technician's home page there will 
not be any looping.

It's been awhile since I've done this, but we set up a dummy home page, 
possibly due to tight security.
It was minimal form with text trim along the lines of "Please wait ..."
It had On Open active link that opened the tech home page on the
THEN condition and the Public (default) home page on the ELSE condition.
Again, no looping.
HTH,
Joel
Joel Sender  *   jdsen...@earthlink.net<mailto:jdsen...@earthlink.net>  *  
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Thursday, December 29, 2016 10:31 AM
To: arslist@ARSLIST.ORG
Subject: Setting home page view via workflow

**
Greetings!

I have constructed a home page with two different views; one for the 
technicians and one for everyone else.  The fields that I have for the 'public' 
view doesn't apply to the technicians and vice-versa.  Is there a way to choose 
which view the home page displays when it opens based on group membership?

I know how to control the view displayed with the Open Window active link.  
However, attempting that on the home page results in an infinite loop.  If 
someone knows of a better way to position the fields to where I can use one 
view and control visibility via permissions, that would also work.  I just 
didn't want gaps in one view or the other caused by my choices of field 
placement.

I hope this makes sense.

Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Setting home page view via workflow

[Fawver, Dustin]

Greetings!

I have constructed a home page with two different views; one for the 
technicians and one for everyone else.  The fields that I have for the 'public' 
view doesn't apply to the technicians and vice-versa.  Is there a way to choose 
which view the home page displays when it opens based on group membership?

I know how to control the view displayed with the Open Window active link.  
However, attempting that on the home page results in an infinite loop.  If 
someone knows of a better way to position the fields to where I can use one 
view and control visibility via permissions, that would also work.  I just 
didn't want gaps in one view or the other caused by my choices of field 
placement.

I hope this makes sense.

Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648


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Re: Rich text fields in reports

[Fawver, Dustin]

Thanks for the input.  Unfortunately I don't have months to wait.  As far as 
the display-only form, I wouldn't run a report off of it.  I would simply 
instruct the techs to print the screen after the data has been populated.


--Dustin



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Tauf Chowdhury <taufc...@gmail.com>
Sent: Wednesday, December 28, 2016 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Rich text fields in reports

**
Wait a few more months until my team beta tests smart reporting in production 
and works out all the bugs ??

Sent from my iPhone

On Dec 28, 2016, at 5:07 PM, Jason Miller 
<jason.mil...@gmail.com<mailto:jason.mil...@gmail.com>> wrote:

**
Ultimately this issue is what killed RTF usage in our homegrown Service Desk 
form. We were able to handle everything except reporting. When people created 
their own reports or if we created Crystal Reports (automatically run with CRD) 
the HTML encoding was in the details field. Fixing messed up reports was more 
important than having inline images and text formatting.

Yes, we could have stripped the HTML to a new field and had people use that 
field for reporting but we didn't want the added complexity, to have to 
maintain duplicate data, and make reporting more cumbersome for users.

I am assuming Smart Reporting can handle the RTF fields? I am waiting for BMC 
to finally let non-ITSM customers use Smart Reports. It is my understanding BMC 
has been trying to work out the licensing details with Yellowfin but I haven't 
heard anything solid in over a year.

As for a Display Only form (or a DO field for that matter), I am not sure how 
you would report off of it since it doesn't hold any data.

Jason

On Wed, Dec 28, 2016 at 1:00 PM, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
**

Greetings!


I am currently working on moving over to ARS 9.1.  We are currently using ARS 
7.1 in production.  On that system, one of our forms has a character field 
named Details where any HTML-formatted content gets converted to plain text.  
The technicians click on a button which runs a macro that creates an AR System 
report sent to the tech's printer.  The report contains particular fields, but 
not all that are on the form.


I have been able to successfully recreate the process using an Open Window 
active link to both an AR System and a Web report.  What I have changed is that 
the Details field on the development system has been set to Rich Text.  This 
works beautifully on the form itself.  In the report, all of the HTML tags are 
shown.  I've looked through the standard report pages in the online BMC 
documentation.  I haven't found any sort of way to make it work to where the 
HTML content is nicely formatted on the report.


In case this matters, we don't have a Crystal Reports or a Business Objects 
server to which to send a report.  I don't have Smart Reporting available 
either as we're not running ITSM.  Do you think I need to create a new 
display-only form with which to format the data?


Thanks!


--Dustin Fawver


HelpDesk Technician

East Tennessee State University

(423) 439-4648<tel:(423)%20439-4648>

_ARSlist: "Where the Answers Are" and have been for 20 years_

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Rich text fields in reports

[Fawver, Dustin]

Greetings!


I am currently working on moving over to ARS 9.1.  We are currently using ARS 
7.1 in production.  On that system, one of our forms has a character field 
named Details where any HTML-formatted content gets converted to plain text.  
The technicians click on a button which runs a macro that creates an AR System 
report sent to the tech's printer.  The report contains particular fields, but 
not all that are on the form.


I have been able to successfully recreate the process using an Open Window 
active link to both an AR System and a Web report.  What I have changed is that 
the Details field on the development system has been set to Rich Text.  This 
works beautifully on the form itself.  In the report, all of the HTML tags are 
shown.  I've looked through the standard report pages in the online BMC 
documentation.  I haven't found any sort of way to make it work to where the 
HTML content is nicely formatted on the report.


In case this matters, we don't have a Crystal Reports or a Business Objects 
server to which to send a report.  I don't have Smart Reporting available 
either as we're not running ITSM.  Do you think I need to create a new 
display-only form with which to format the data?


Thanks!


--Dustin Fawver


HelpDesk Technician

East Tennessee State University

(423) 439-4648

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Re: Outgoing email messages

[Fawver, Dustin]

Carl,


You got me out of another jam!  []


I stopped the email service, deleted the log files, and restarted.  I started 
seeing error messages in there that I hadn't seen.  I stopped the service, 
killed the logs, made configuration changes to the mailbox, restarted the 
service and the outgoing emails started coming through.  I'm pretty certain 
that the incoming messages will work as well after I recreate the incoming 
mailbox.


I think you also helped me out a lot with the AREA LDAP stuff from a few weeks 
ago.  I must say, thanks again!


--Dustin



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Carl Wilson <carlbwil...@gmail.com>
Sent: Friday, December 16, 2016 7:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Outgoing email messages

**
Howdy,
You need to check in the directory where the email process is running and check 
the log files generated by the process.
The Remedy based logs and forms are really not much use here, so you need to 
check the process logs for the email process.

e.g. ….\BMC Software\ARSystem\AREmail\Logs

The stderr and stdout will tell you what is going on e.g. bad password, cannot 
identify server, etc.

Best to clear the logs and when you restart see what they tell you.

Cheers.

--

Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 16 December 2016 23:59
To: arslist@ARSLIST.ORG
Subject: Outgoing email messages

**

Greetings!



Is there a (hopefully) easy way to see if the email engine is actually trying 
to process outgoing email messages?  I have several piling up in the queue.  
This is on an ARS 9.1 system, currently in development.  It was working 
sometime last month when I was getting things running.  After I was done with 
them, I disabled the mailboxes.  When I re-enabled them, it just stopped 
flowing.  I am using SMTP as the transport method.



Things I have done.



- Deleted system messages that were in the queue, both sent and unsent, and 
created new messages.

- Deleted the mailboxes and recreated them via the AR System Administration: 
Console

- Changed server settings to a different server.



There are no errors being show in the AR System Email Messages form.  The Send 
Message column has "Yes" next to each of the messages.  The Date Sent field is 
empty.  There are no records in the AR System Email Error Logs form.  Outgoing 
mailbox is set to poll once a minute.



I have other things to do on the server, so I'm not just sitting around 
twiddling my thumbs.  I wanted to get this out to the experts to hopefully get 
a swift resolution to this issue.  I won't be able to go live without it.  []



Thanks!



--Dustin Fawver



HelpDesk Technician

East Tennessee State University

_ARSlist: "Where the Answers Are" and have been for 20 years_
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Outgoing email messages

[Fawver, Dustin]

Greetings!


Is there a (hopefully) easy way to see if the email engine is actually trying 
to process outgoing email messages?  I have several piling up in the queue.  
This is on an ARS 9.1 system, currently in development.  It was working 
sometime last month when I was getting things running.  After I was done with 
them, I disabled the mailboxes.  When I re-enabled them, it just stopped 
flowing.  I am using SMTP as the transport method.


Things I have done.


- Deleted system messages that were in the queue, both sent and unsent, and 
created new messages.

- Deleted the mailboxes and recreated them via the AR System Administration: 
Console

- Changed server settings to a different server.


There are no errors being show in the AR System Email Messages form.  The Send 
Message column has "Yes" next to each of the messages.  The Date Sent field is 
empty.  There are no records in the AR System Email Error Logs form.  Outgoing 
mailbox is set to poll once a minute.


I have other things to do on the server, so I'm not just sitting around 
twiddling my thumbs.  I wanted to get this out to the experts to hopefully get 
a swift resolution to this issue.  I won't be able to go live without it.  []


Thanks!



--Dustin Fawver



HelpDesk Technician

East Tennessee State University


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Re: AREA failures

[Fawver, Dustin]

Brian,


I got this nailed down a while ago.  I found that one server I was using for 
standard LDAP queries didn't have the port open for LDAPS, and that the server 
that did support LDAPS didn't have the port open for LDAP.  I also found that I 
had to create a separate AREA configuration entry for each OU where accounts 
could potentially exist on the domain.  I also had to play with the bind user 
field needing to be in LDAP format instead of domain\username format.


I hope this makes sense.  Thanks to all who helped me get this taken care of.


--Dustin



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Brian Gillock <arslist2...@gmail.com>
Sent: Friday, December 16, 2016 3:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: AREA failures

**
If you haven't nailed this down yet, in addition to the format Carl Wilson 
mentioned for Bind User, we use samAccountName=$\USER$ for User Search Filter 
and Port 3268 for LDAP and 3269 for SSL connections.  I'm not a hundred percent 
on this, but I think the port number has something to do with the Global 
Catalog for AD.  We have a gc tacked on to the beginning of our Host Name.

Cheers!
Brian

On Tue, Nov 8, 2016 at 3:56 PM, Carl Wilson 
<carlbwil...@gmail.com<mailto:carlbwil...@gmail.com>> wrote:
**
Hi,
The simple bind user needs to be in the format of the fully qualified 
distinguishedName including CN, OU and DC values not Domain/User.

--

Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Fawver, 
Dustin
Sent: 08 November 2016 20:36

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: AREA failures

**

Ok.  The arjavaplugin.log file has these two lines that appear for each attempt 
that I try.


<  
ARPluginContext.java:176   > /* Tue Nov 08 2016 03:31:53.944 */  
Login Failed as Atrium SSO Server Location is null

<  
ARPluginContext.java:176   > /* Tue Nov 08 2016 03:31:54.973 */  
Ldap Authentication failed!javax.naming.CommunicationException: 
ldap.etsu.edu:389<http://ldap.etsu.edu:389> [Root exception is 
java.net.ConnectException: Connection refused: connect]


I'm not trying to use the Atrium SSO feature.  As far as the second line goes, 
what I'm not sure of is whether that message is because the credentials I gave 
in the configuration form are failing, or if the credentials I'm giving on the 
login page are failing, or if the LDAP server is simply refusing the AR 
server's attempt to connect.



--Dustin


From: Action Request System discussion list(ARSList) 
<arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> on behalf of andres tamayo 
<cycom...@gmail.com<mailto:cycom...@gmail.com>>
Sent: Tuesday, November 8, 2016 3:21 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: AREA failures

**
as recommendation i always use ldp.exe tool to validate my setup first and be 
sure every setting is ok before to go to configuration on AR.

to configure plugin logs check this document

https://docs.bmc.com/docs/display/public/ars81/Troubleshooting+AREA+LDAP+plug-in+issues

2016-11-08 15:11 GMT-05:00 Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>>:
**

I just tried that and authentication is still failing.  Since I failed to 
mention it the last time, we have an Active Directory environment.  I have also 
tried turning on the plug-in and API logs, but the authentication attempts 
don't seem to be logged there.



Thanks!



--Dustin


From: Action Request System discussion list(ARSList) 
<arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> on behalf of andres tamayo 
<cycom...@gmail.com<mailto:cycom...@gmail.com>>
Sent: Tuesday, November 8, 2016 3:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: AREA failures

**
hi there

in User search filter field try uid=$\USER$

2016-11-08 14:59 GMT-05:00 Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>>:
**

Greetings!



This is probably an easy one for the vets, but my Googlefu is weak.  On an ARS 
9.1 (no ITSM) system, I have been attempting to set up AREA to authenticate via 
LDAP.  Authentication is failing.  I was trying to use LDAPS, but I have 
reverted back to just LDAP so that I can eliminate any issues regarding SSL for 
now.  The user account that I'm using as my test is present in the User form 
with a blank password.  Since I don't know if the listserv allows for 
screenshots, here are the settings that I have.



EA tab in Server Information



RPC Program Number:  390695

RPC timeout:  30

Need To Sync:  300

Authenticate Unregister

ARS 9.1: Question about hiding fields

[Fawver, Dustin]

Greetings!


During my analysis of workflow for the migration to ARS 9.1, I have found that 
fields can be hidden in several ways.


- Hidden explicitly by the field's properties

- Placed in a panel page that the user doesn't not have permissions to.

- Removed from the user's view

- The field not being placed in any view


I found some fields being referenced in workflow that existed on the form but 
that weren't in any views.  Are there any advantages or disadvantages to having 
a field that's not present in any view versus a field that is simply hidden?


Thanks for your input.


--Dustin Fawver


HelpDesk Technician

Information Technology Services

East Tennessee State University

faw...@etsu.edu

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Re: Custom apps + Remedy v9.1?

[Fawver, Dustin]

I have to agree with Christian.  The forms and such that we're running on ARS 
7.1 previously came from the 3.x branch.  The previous developer had added 
fields and workflow in order to keep things current for business processes.  
I'm working on doing a migration to 9.1 instead of an in-place upgrade.  I'm 
having to ensure that I don't import forms that were already present in the 9.1 
installation.


I've pretty much got the forms and data, except for attachment pools, copied 
over.  I'm currently tweaking the interface the best that I can and adding in 
some additional functionality that management wants.  As far as Dev Studio 
goes, I'm working in Base Development mode for the forms that I'm modifying 
since I need to be able to update the elements that were previously on the 
form.  The "user friendly / self-service" bit was also a major driver for the 
migration.


I hope the upgrade goes well for you.


--Dustin Fawver


HelpDesk Technician

Information Technology Services

East Tennessee State University

faw...@etsu.edu




From: Action Request System discussion list(ARSList)  on 
behalf of Smerz, Christian 
Sent: Friday, November 18, 2016 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom apps + Remedy v9.1?

**
Hi Carina,
Typically custom apps are easy to upgrade.  The big things to look for are what 
AR features are being used that are deprecated in the new version.  If your app 
is running on 8.1.02 there shouldn't be much issue to upgrade that I can think 
of.
With respect to overlays, they are usually in place to protect BMC application 
objects.  If you're a custom app shop and don't have BMC apps in place at this 
point, I wouldn't think overlays really come into play.

Regards,
Christian Smerz

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Burns, Carina
Sent: Friday, November 18, 2016 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Custom apps + Remedy v9.1?

**
Howdy!

We're currently on ARS v8.1.02 and run nothing but custom apps.  One of those 
apps is a help desk app that was designed easily 15+ years ago.  It's had some 
tweaks and upgrades but is long in the tooth and support management wants 
something "user friendly/self service" but at the same time, I need to keep our 
custom apps (financials change mgt, textbook tracking, etc).  We also have our 
tech inventory in a custom form and are considering using BMC's offering there 
as well.  I'm talking with our BMC rep about upgrading 9.1.

I'm hoping some of you out there are running mixed tools; custom apps supported 
by the ARS engine and then also running BMC's apps -  ITSM or Service 
Innovation, CMDB, and so on.

Questions:
How hard was it to migrate your custom apps up to 9.1?
Could you integrate parts of it using  the form overlays in Developer Studio?

We already have servers on site and so would not be running this "cloud based."

Thanks for the insight!

Carina Burns Randolph
Database Administrator
Richardson ISD, Information Svcs.
carina.bu...@risd.org
469-593-0227

_ARSlist: "Where the Answers Are" and have been for 20 years_



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SSL for LDAP

[Fawver, Dustin]

Greetings!


I have been trying to get AREA to use LDAP over SSL now.  I followed the 
instructions over at 
https://docs.bmc.com/docs/display/public/brid91/Enabling+LDAP+plug-ins+for+SSL+connections+post-installation.
  The systems administrator instructed me some time ago to go to one of our 
servers and export the security certificate from within Firefox.  I did that 
and used keytool to create the store.  I am getting the error message below.


<  
ARPluginContext.java:176   > /* Wed Nov 09 2016 07:12:12.805 */  
Ldap Authentication failed!javax.naming.CommunicationException: 
simple bind failed: jcdc1.etsu.edu:636 [Root exception is 
javax.net.ssl.SSLHandshakeException: sun.security.validator.ValidatorException: 
PKIX path building failed: 
sun.security.provider.certpath.SunCertPathBuilderException: unable to find 
valid certification path to requested target]


Looking at the certificate chain, I saw that there was a GeoTrust CA cert and a 
GeoTrust SHA cert.  I exported those from the same server and added those to 
the trust store.  While searching for a solution, I found some people would add 
the certs to the primary Java cacerts store located in /jre/lib/security/.  I 
did that as well and specified the path for the primary cacerts store in the 
AREA LDAP configuration screen.  I am still receiving the error message.


Is there something else that I'm missing?  If I need to ask something else from 
the systems administrator, please let me know what to ask for.


Thanks in advance for your help!


--Dustin Fawver


HelpDesk Technician

East Tennessee State University

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Re: AREA failures (UPDATE)

[Fawver, Dustin]

I have an update on this.  It looks like I have this working.  Carl's 
suggestion of how to do the bind user format is probably one of the keys to 
unlocking my struggles.  Ben's suggestion about using samAccountName in the 
User Search Filter was also another key.  Some other things I've learned.


- I have to restart the AR service whenever I make a change to the 
configuration.

- Spaces in the Bind User field have to be escaped with a backslash.

- In order to accommodate the different OUs that the user accounts may live in, 
I have to create multiple configurations with each one having the appropriate 
OU in the User Base field.


I get to play with this again tomorrow.  If someone is aware of how to make it 
work with a single configuration to cover all the OUs, I'd like to see it.  It 
doesn't take me all that long to create a new one.  I'll probably break the 
process again as I go along.  I now need to make AREA use a service account 
instead of my own so that I don't have to worry about updating the password 
monthly.  After that, I'll have to make it use LDAPS for increased security.


Thank you to all who provided input.


--Dustin Fawver


HelpDesk Technician

East Tennessee State University




From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Carl Wilson <carlbwil...@gmail.com>
Sent: Tuesday, November 8, 2016 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: AREA failures

**
Hi,
The simple bind user needs to be in the format of the fully qualified 
distinguishedName including CN, OU and DC values not Domain/User.

--

Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: 08 November 2016 20:36
To: arslist@ARSLIST.ORG
Subject: Re: AREA failures

**

Ok.  The arjavaplugin.log file has these two lines that appear for each attempt 
that I try.


<  
ARPluginContext.java:176   > /* Tue Nov 08 2016 03:31:53.944 */  
Login Failed as Atrium SSO Server Location is null

<  
ARPluginContext.java:176   > /* Tue Nov 08 2016 03:31:54.973 */  
Ldap Authentication failed!javax.naming.CommunicationException: 
ldap.etsu.edu:389 [Root exception is java.net.ConnectException: Connection 
refused: connect]


I'm not trying to use the Atrium SSO feature.  As far as the second line goes, 
what I'm not sure of is whether that message is because the credentials I gave 
in the configuration form are failing, or if the credentials I'm giving on the 
login page are failing, or if the LDAP server is simply refusing the AR 
server's attempt to connect.



--Dustin


From: Action Request System discussion list(ARSList) 
<arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> on behalf of andres tamayo 
<cycom...@gmail.com<mailto:cycom...@gmail.com>>
Sent: Tuesday, November 8, 2016 3:21 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: AREA failures

**
as recommendation i always use ldp.exe tool to validate my setup first and be 
sure every setting is ok before to go to configuration on AR.

to configure plugin logs check this document

https://docs.bmc.com/docs/display/public/ars81/Troubleshooting+AREA+LDAP+plug-in+issues

2016-11-08 15:11 GMT-05:00 Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>>:
**

I just tried that and authentication is still failing.  Since I failed to 
mention it the last time, we have an Active Directory environment.  I have also 
tried turning on the plug-in and API logs, but the authentication attempts 
don't seem to be logged there.



Thanks!



--Dustin


From: Action Request System discussion list(ARSList) 
<arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> on behalf of andres tamayo 
<cycom...@gmail.com<mailto:cycom...@gmail.com>>
Sent: Tuesday, November 8, 2016 3:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: AREA failures

**
hi there

in User search filter field try uid=$\USER$

2016-11-08 14:59 GMT-05:00 Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>>:
**

Greetings!



This is probably an easy one for the vets, but my Googlefu is weak.  On an ARS 
9.1 (no ITSM) system, I have been attempting to set up AREA to authenticate via 
LDAP.  Authentication is failing.  I was trying to use LDAPS, but I have 
reverted back to just LDAP so that I can eliminate any issues regarding SSL for 
now.  The user account that I'm using as my test is present in the User form 
with a blank password.  Since I don't know if the listserv allows for 
screenshots, here are the settings that I have.



EA tab in Server Information



RPC Program Number:  390695

RPC timeout:  30

Need To Sync:  

Re: AREA failures

[Fawver, Dustin]

Ok.  The arjavaplugin.log file has these two lines that appear for each attempt 
that I try.


<  
ARPluginContext.java:176   > /* Tue Nov 08 2016 03:31:53.944 */  
Login Failed as Atrium SSO Server Location is null

<  
ARPluginContext.java:176   > /* Tue Nov 08 2016 03:31:54.973 */  
Ldap Authentication failed!javax.naming.CommunicationException: 
ldap.etsu.edu:389 [Root exception is java.net.ConnectException: Connection 
refused: connect]


I'm not trying to use the Atrium SSO feature.  As far as the second line goes, 
what I'm not sure of is whether that message is because the credentials I gave 
in the configuration form are failing, or if the credentials I'm giving on the 
login page are failing, or if the LDAP server is simply refusing the AR 
server's attempt to connect.


--Dustin



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of andres tamayo <cycom...@gmail.com>
Sent: Tuesday, November 8, 2016 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: AREA failures

**
as recommendation i always use ldp.exe tool to validate my setup first and be 
sure every setting is ok before to go to configuration on AR.

to configure plugin logs check this document

https://docs.bmc.com/docs/display/public/ars81/Troubleshooting+AREA+LDAP+plug-in+issues

2016-11-08 15:11 GMT-05:00 Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>>:
**

I just tried that and authentication is still failing.  Since I failed to 
mention it the last time, we have an Active Directory environment.  I have also 
tried turning on the plug-in and API logs, but the authentication attempts 
don't seem to be logged there.


Thanks!


--Dustin



From: Action Request System discussion list(ARSList) 
<arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>> on behalf of andres tamayo 
<cycom...@gmail.com<mailto:cycom...@gmail.com>>
Sent: Tuesday, November 8, 2016 3:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: AREA failures

**
hi there

in User search filter field try uid=$\USER$

2016-11-08 14:59 GMT-05:00 Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>>:
**

Greetings!


This is probably an easy one for the vets, but my Googlefu is weak.  On an ARS 
9.1 (no ITSM) system, I have been attempting to set up AREA to authenticate via 
LDAP.  Authentication is failing.  I was trying to use LDAPS, but I have 
reverted back to just LDAP so that I can eliminate any issues regarding SSL for 
now.  The user account that I'm using as my test is present in the User form 
with a blank password.  Since I don't know if the listserv allows for 
screenshots, here are the settings that I have.


EA tab in Server Information



RPC Program Number:  390695

RPC timeout:  30

Need To Sync:  300

Authenticate Unregistered Users:  not checked

Cross Reference Blank Password:  checked

Authentication Chaining Mode:  AREA - ARS

Group Mapping:  blank

Ignore Excess Groups:  checked



AREA LDAP Configuration



Host Name:  ldap.etsu.edu<http://ldap.etsu.edu>

Port Number:  389

Bind User:  domain\username

Bind Password:  (supplied)

User Secure Socket Layer:  No

Failover Timeout:  5

Chase Referral:  No

User Base:  ou=FacStaff,dc=etsu,dc=edu

User Search Filter:  cn=$\USER$

Group Membership:  None


Nothing else is filled in on the AREA configuration form.  With the User Base, 
an issue I'm going to run into with that is that user accounts are placed in 
different OUs based on their status with the university.  I had tried a User 
Base of just "dc=etsu,dc=edu", but I don't know if that will work.


I would appreciate any assistance with this.


Thanks!


--Dustin Fawver


HelpDesk Technician

East Tennessee State University

_ARSlist: "Where the Answers Are" and have been for 20 years_

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_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: AREA failures

[Fawver, Dustin]

I just tried that and authentication is still failing.  Since I failed to 
mention it the last time, we have an Active Directory environment.  I have also 
tried turning on the plug-in and API logs, but the authentication attempts 
don't seem to be logged there.


Thanks!


--Dustin



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of andres tamayo <cycom...@gmail.com>
Sent: Tuesday, November 8, 2016 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: AREA failures

**
hi there

in User search filter field try uid=$\USER$

2016-11-08 14:59 GMT-05:00 Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>>:
**

Greetings!


This is probably an easy one for the vets, but my Googlefu is weak.  On an ARS 
9.1 (no ITSM) system, I have been attempting to set up AREA to authenticate via 
LDAP.  Authentication is failing.  I was trying to use LDAPS, but I have 
reverted back to just LDAP so that I can eliminate any issues regarding SSL for 
now.  The user account that I'm using as my test is present in the User form 
with a blank password.  Since I don't know if the listserv allows for 
screenshots, here are the settings that I have.


EA tab in Server Information



RPC Program Number:  390695

RPC timeout:  30

Need To Sync:  300

Authenticate Unregistered Users:  not checked

Cross Reference Blank Password:  checked

Authentication Chaining Mode:  AREA - ARS

Group Mapping:  blank

Ignore Excess Groups:  checked



AREA LDAP Configuration



Host Name:  ldap.etsu.edu<http://ldap.etsu.edu>

Port Number:  389

Bind User:  domain\username

Bind Password:  (supplied)

User Secure Socket Layer:  No

Failover Timeout:  5

Chase Referral:  No

User Base:  ou=FacStaff,dc=etsu,dc=edu

User Search Filter:  cn=$\USER$

Group Membership:  None


Nothing else is filled in on the AREA configuration form.  With the User Base, 
an issue I'm going to run into with that is that user accounts are placed in 
different OUs based on their status with the university.  I had tried a User 
Base of just "dc=etsu,dc=edu", but I don't know if that will work.


I would appreciate any assistance with this.


Thanks!


--Dustin Fawver


HelpDesk Technician

East Tennessee State University

_ARSlist: "Where the Answers Are" and have been for 20 years_

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AREA failures

[Fawver, Dustin]

Greetings!


This is probably an easy one for the vets, but my Googlefu is weak.  On an ARS 
9.1 (no ITSM) system, I have been attempting to set up AREA to authenticate via 
LDAP.  Authentication is failing.  I was trying to use LDAPS, but I have 
reverted back to just LDAP so that I can eliminate any issues regarding SSL for 
now.  The user account that I'm using as my test is present in the User form 
with a blank password.  Since I don't know if the listserv allows for 
screenshots, here are the settings that I have.


EA tab in Server Information



RPC Program Number:  390695

RPC timeout:  30

Need To Sync:  300

Authenticate Unregistered Users:  not checked

Cross Reference Blank Password:  checked

Authentication Chaining Mode:  AREA - ARS

Group Mapping:  blank

Ignore Excess Groups:  checked



AREA LDAP Configuration



Host Name:  ldap.etsu.edu

Port Number:  389

Bind User:  domain\username

Bind Password:  (supplied)

User Secure Socket Layer:  No

Failover Timeout:  5

Chase Referral:  No

User Base:  ou=FacStaff,dc=etsu,dc=edu

User Search Filter:  cn=$\USER$

Group Membership:  None


Nothing else is filled in on the AREA configuration form.  With the User Base, 
an issue I'm going to run into with that is that user accounts are placed in 
different OUs based on their status with the university.  I had tried a User 
Base of just "dc=etsu,dc=edu", but I don't know if that will work.


I would appreciate any assistance with this.


Thanks!


--Dustin Fawver


HelpDesk Technician

East Tennessee State University

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Re: ADM:timing test

[Fawver, Dustin]

Jason,


I didn't know if you needed a reply to this ping, but here's mine.  []


--Dustin Fawver


HelpDesk Technician

East Tennessee State University

(423) 439-4648



From: Action Request System discussion list(ARSList)  on 
behalf of Jason Miller 
Sent: Monday, November 7, 2016 11:34 AM
To: arslist@ARSLIST.ORG
Subject: ADM:timing test

**
Happy Monday List!
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Request for advice / suggestions regarding migration and training

[Fawver, Dustin]

Greetings!

I hope that this doesn't turn out to be a long email.  I am soliciting advice 
from fellow developers who may have already gone down the path that I seek to 
travel.  First, the bits that people want to know.

Production:
ARS:   7.1.00 Patch 004
OS:     Server 2003  (yes I know.  No longer supported)
DB:     SQL Server 2008 R2

New Development:
ARS:   9.1.00
OS:    Server 2012 R2
DB:    SQL Server 2008 R2  (plans to upgrade within a few months to SQL 2012)

HISTORY
***
Our BMC Remedy environment started way back with Remedy 3.  This is before I 
joined the organization.  From what I can recall, it went from 3 to 4 and then 
to 7.  We're not running ITSM.  The forms we've been working with have been 
added to and seem to work well.  I went to the Administering training for 
version 7.x Part 2 many years ago to learn more about forms and workflow.  The 
lead developer who did the first two migrations has retired and this is my 
first migration.

OBJECTIVE
***
I need to migrate from 7.1 to 9.1.  Management thinks that the current 
environment is (and looks) old.  I want to "do this right" so that hopefully 
things are much easier when subsequent versions are released.  The data from 
the current version needs to be migrated as well.  I also need to show some 
"razzle dazzle" with the new version.  If management's happy, then I'll be 
happy, and possibly elevated out of the Helpdesk tech position.

PROGRESS
***
I have been successful in using Developer Studio to export forms from the 
production server to the new one.  Some of the menus don't work, but it appears 
that those are due to form dependencies and where I haven't imported data yet.

I have read several different posts both on this list and also by using Google 
to search for things.  I've read where it should be just fine to just migrate 
customized forms.  I've read where it's best to use overlays.  I've not done 
this as Developer Studio is still foreign to me.  It reminds me of BMC Remedy 
Administrator in ways.  I've also read where people have upgraded from 7.1 to 
either 7.5 or 7.6 (I can't remember which one), that it was rather painful to 
do, but it was supposed to make things easier for the future.

TRAINING
***
I've been offered to take training regarding the new version.  Given what 
training I've done and the objective that I'm trying to achieve, what would 
those of you who may have done this would recommend as far as successfully 
implementing things.  I didn't want to just jump into a training course for ARS 
9.1 if there's going to be quite a bit of prerequisite stuff that I'll need to 
know.

I hope this makes sense and I hope I didn't ramble on too much.

Thanks!

--Dustin Fawver

East Tennessee State University
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Re: How to locate a macro? - Remedy 9

[Fawver, Dustin]

LJ,


I hope this isn't a stupid question, but could you clarify what you mean by 
"native Remedy code"?  I'm familiar with Active Links, Filters, Escalations and 
the like, but are you referring to something more than that?


Thanks!


--Dustin Fawver


ITS Helpdesk

East Tennessee State University

423-439-4648

itsh...@etsu.edu



From: Action Request System discussion list(ARSList)  on 
behalf of LJ LongWing 
Sent: Wednesday, May 18, 2016 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to locate a macro? - Remedy 9

**
Kaur,
I seem to remember a button in the AL that allowed you to 'save' the macro to 
filebut

Macros in Active Links have only ever worked in the user tool, which hasn't had 
a release since 7.6.04, and those macros have never worked on Mid-Tier, which 
is the only client produced and supported since 8.0so, when you say it's 
not workingare you still using the 7.6.04 user tool against your 9.x 
server?then it should still workotherwise, it won'tand as far as 
technology is concerned...you should replace that macro functionality with 
native Remedy code instead of a Macro to make it work in Mid-Tier.

On Wed, May 18, 2016 at 6:54 AM, Su Kaur 
> wrote:
Hello All,

We have an active link with SET field actions - 'Run Macro'. How can I locate 
this macro? Only the macro name is there, not full path.
This macro is working on 7.6 prod but not on 9.0.01 test environment. Is it 
located somewhere on the app server?

Only thing I know is, it deletes the selected record.

Thanks!
Kaur

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Re: Remedy access from external internet sites?

[Fawver, Dustin]

Misi,

I know that this is a bit of a different setting than the original post.  What 
would you think about creating a single user account with a Read Restricted 
license?  From what I've read, with proper server setup, those users could log 
in from different IP addresses, would still be able to submit (provided the 
form is set up to do so), but wouldn't be able to modify.

--Dustin Fawver

ITS Helpdesk
East Tennessee State University
423-439-4648
itsh...@etsu.edu


From: Action Request System discussion list(ARSList)  on 
behalf of Misi Mladoniczky 
Sent: Thursday, April 21, 2016 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy access from external internet sites?

Hi,

Apparently you would want to have some kind of registration process which
identifies the user and verifies the email address. You need to store this
somewhere. Either as a record in the user form, or somewhere else.

Whenever a user logs in he needs to supply a password or use some other kind
of SSO mechanism.

You can build an AR External Authentication plugin, or leverage an existing
one, to verify users that do not exist in the User-form. You would then give
them a READ licenses, and given that you populate the Submitter fields with
the users login name, he can update these records. You can then also use
simple row-level access to make sure they only sees their personal records.

If you want to give them access through Mid-Tier, through a third party
solution or through your home grown thing, is up to you.

If you are on version 9, the REST interface might be nice to work against.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hello!
>
> Have any of you got Remedy set up in a way that allows people who do not exist
> in the "User" form to submit and view requests via the web?
>
> We have a bespoke web-based Remedy system and currently only trained agents
> are allowed to log calls, and it is currently all internal - although we do
> have web services interacting with external systems and some basic web forms
> which pass CSV data.
>
> We're looking to potentially allow anyone to report faults using a simplified
> version of the call-logging screen and for this to be more flexible and
> scalable than the existing web forms integration.
>
> Questions:
>
> -  One suggestions is using a third party app as a go-between, between
> Remedy and the outside world.  Is that a recommended step?  That would seem to
> be a duplication of effort (changes to the external form need to be reflected
> in the remedy form and vice versa)
>
> -  What is the best way of allowing Joe Public to submit a request and
> subsequently be able to view that request?  We wouldn't look for them to exist
> as a remedy on user, but we would want to store their email address and check
> that it is valid.
>
> -  Are there any security issues to be aware of?  I imagine this could
> be the question that stops us from moving forward on this one
>
> Any hints/tips/stories of success/failure gratefully received!
>
> Thanks
> Isabel
>
>
>
> Glasgow - UK Council of the Year 2015
>
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Re: What happened to Demo?

[Fawver, Dustin]

Thomas,

When I installed ARS 9, it asked me the name for the Admin account.  That's 
what I had to use to log into Mid-Tier.  I was confused at first since I was 
accustomed to using the Demo username in previous versions.

I hope this helps.

--Dustin Fawver

ITS Helpdesk
Information Technology Services
East Tennessee State University
423-439-4648
itsh...@etsu.edu


From: Action Request System discussion list(ARSList)  on 
behalf of Thomas Miskiewicz 
Sent: Friday, April 15, 2016 6:38 PM
To: arslist@ARSLIST.ORG
Subject: What happened to Demo?

Hello there,

installed ARS 9 but Mid-Tier wouldn’t let me log in with Demo. I get authorized 
as guest user only…


Thomas
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