RE: How to consume Rest API within BMC Remedy version 9.1.04 ?

[Lippincott, Levi (OMA-GIS)]

LJ’s plugin is very useful. You can utilize Spoon if you have Atrium installed 
to consume a REST service. It is much more difficult than LJ’s plugin though. 
That plugin is very nice.

Levi Lippincott / Associate Remedy Developer

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: ARSList  On Behalf Of Walters, Mark
Sent: Tuesday, March 19, 2019 10:24 AM
To: ARSList 
Subject: [EXTERNAL] RE: How to consume Rest API within BMC Remedy version 
9.1.04 ?

There is no BMC provided feature to consume a REST webservice but there is a 
3rd party option – see 
http://remedylegacy.com/tools/restful-api-plugin/

Mark

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Dinesh Gottipati
Sent: 19 March 2019 15:10
To: ARSList mailto:arslist@arslist.org>>
Subject: [EXTERNAL] How to consume Rest API within BMC Remedy version 9.1.04 ?

  Hi Experts,

We have a requirement to consume REST API for B2B Integration.  Can you please 
assist.
I have already gone through 
the
 documentation,  but couldn't see the way to consume..

Also, from communities I understand there are no OOTB ways to consume, so any 
option that you have or other solution which can help ?

Regards,
Dinesh
BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in England No. 
1927903 The content of this email is confidential. If you are not the 
addressee, you may not distribute, copy or disclose any part of it. If you 
receive this message in error, please delete this from your system and notify 
the sender immediately.

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

RE: Question about parent groups

[Lippincott, Levi (OMA-GIS)]

Radhika,

I’m unable to find the defect now, I just emailed back on my support ticket to 
find out what’s going on and if they gave me the wrong defect ID, when I hear 
back I’ll let you know.

I’ll share the case details I opened.

Subject: Parent Group Members Unable to Modify Tickets for Child Groups

Description: We setup a Parent Group following the instructions here: 
https://docs.bmc.com/docs/ars91/en/using-a-parent-group-for-permissions-inheritance-609073717.html
And then here: 
https://docs.bmc.com/docs/ars91/en/controlling-access-to-requests-for-hierarchical-groups-609073689.html#Controllingaccesstorequestsforhierarchicalgroups-82480
This is on the HPD:Help Desk form. Members of the Parent Group are unable to 
modify tickets without receiving this error:
"You do not have the authority to modify incident, """INC03459208""". You 
must be a member or an associate member of either the owner group () or the assigned group (). (ARERR 1291018)"


We went back and forth on this for a while until they realized the Parent 
Groups permissions were not effectively trickling down like the documentation 
says it should and they were going to fix it for 19.02.

I’ll send an update once I hear back from BMC.

Levi


From: ARSList  On Behalf Of Narayanan, Radhika
Sent: Thursday, February 7, 2019 9:06 PM
To: ARSList 
Subject: [EXTERNAL] RE: Question about parent groups

Hi,

Can you please share the description of defect id SW00552883 on parent groups?

Thanks
Radhika

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of Lippincott, Levi (OMA-GIS)
Sent: Thursday, February 7, 2019 5:03 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: Re: Question about parent groups

Parent Groups are not working the way they are supposed to there is an open 
defect on this I reported and is being worked on.

SW00552883

I'm told it will be resolved in 19.02.
Sent from my iPhone

On Feb 6, 2019, at 5:23 PM, Fawver, Dustin 
mailto:faw...@mail.etsu.edu>> wrote:
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<mailto:itsh...@etsu.edu>
<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.etsu.edu_helpdesk=DwMGaQ=Ftw_YSVcGmqQBvrGwAZugGylNRkk-uER0-5bY94tjsc=DnVIGSEzlRIXfZATPlRnwApWkmEhQz97sCzMg1WKoKg=EJizdLriltgwcJGGOBPJTIx6r4MedvpoG1DOjrE2nhA=WcPcmh2UObHoPsuTWueWkodYeHomyK0Pbe0mBpxPmws=>

From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of LJ LongWing
Sent: Wednesday, February 06, 2019 6:04 PM
To: ARSList mailto:arslist@arslist.org>>
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<https://urldefense.proofpoint.com/v2/url?u=https-3A__docs.bmc.com_docs_itsm91_hierarchical-2Dgroups-2Dusing-2Da-2Dparent-2Dgroup-2Dfor-2Dpermission-2Dinheritance-2D608490644.html=DwMGaQ=Ftw_YSVcGmqQBvrGwAZugGylNRkk-uER0-5bY94tjsc=DnVIGSEzlRIXfZATPlRnwApWkmEhQz97sCzMg1WKoKg=EJizdLriltgwcJGGOBPJTIx6r4MedvpoG1DOjrE2nhA=WmsTnDQfD6WNorch3vg1pHOadl_MDQHAOgHa1qaXMUA=>,
 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 suppose

Re: Question about parent groups

[Lippincott, Levi (OMA-GIS)]

Parent Groups are not working the way they are supposed to there is an open 
defect on this I reported and is being worked on.

SW00552883

I'm told it will be resolved in 19.02.

Sent from my iPhone

On Feb 6, 2019, at 5:23 PM, Fawver, Dustin 
mailto:faw...@mail.etsu.edu>> wrote:

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


From: ARSList mailto:arslist-boun...@arslist.org>> 
On Behalf Of LJ LongWing
Sent: Wednesday, February 06, 2019 6:04 PM
To: ARSList mailto:arslist@arslist.org>>
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


--
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

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.

--
ARSList mailing list
ARSList@arslist.org
https://urldefense.proofpoint.com/v2/url?u=https-3A__mailman.rrr.se_cgi_listinfo_arslist=DwICAg=Ftw_YSVcGmqQBvrGwAZugGylNRkk-uER0-5bY94tjsc=DnVIGSEzlRIXfZATPlRnwApWkmEhQz97sCzMg1WKoKg=EJizdLriltgwcJGGOBPJTIx6r4MedvpoG1DOjrE2nhA=9sQyr8IGJaN3DI--1hT0ssd5Z0dRmFXrin-u7LbXd3c=

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, 

RE: Support Group Structure Recommendations

[Lippincott, Levi (OMA-GIS)]

Joel,

So in theory we could set it up that the local IT support at their specific 
offices could be members of their local groups and have a group setup above 
them all as the Parent and add the non-local people to so they would receive 
access to the tickets but not be bombarded with the notifications?

So something like this:
Sub Parent Central Region Group
Local Group A
Local Group B
Local Group C

Then we added people, let's say Jim, Barb, & John, in the following setup:
SPCRG: Jim, Barb, John
LGA: Jim
LGB: Barb
LGC: John

Then they would all have access to each other's queues but they would only 
receive notifications for the respective locations?

Did I understand that correctly?

Levi Lippincott / Associate Remedy Developer

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com>

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Joel D Sender
Sent: Monday, June 4, 2018 1:16 PM
To: 'ARSList' 
Subject: RE: [EXTERNAL] Support Group Structure Recommendations

Levi,
Hierarchical groups allow 'parent' groups to include other groups.
All the 'Sub # - Company 2' groups could be collected into a 'parent' group, 
across Tenant Companies.
For example, if each 'company' had a separate HR group, a master HR group could 
include them all.

That notices only going to regular (non-collector) groups is actually a 
feature; a member of a collector/parent group could be buried in notices.
This is especially true if you combine collector groups into larger collector 
groups; i.e. regional HR groups into a top-level company HR group.
If someone needs the notices, put them in that regular group.

Let us know how you decide to proceed.
HTH,
Joel
Joel Sender  *   jdsen...@earthlink.net<mailto:jdsen...@earthlink.net>

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Lippincott, 
Levi (OMA-GIS)
Sent: Monday, June 4, 2018 9:56 AM
To: 'arslist@arslist.org'
Subject: Support Group Structure Recommendations

Hello ARSList!

I work for a company that has several companies it owns which in turn own many 
companies themselves which translates to several hundred companies around the 
globe.

Think of the company structure as:
Main Company
Sub Company 1
Sub-1 Company 1
Sub-1 Company 2
Sub-1 Company 3
Sub-1 Company 4
Sub-1 Company 5
Sub Company 2
Sub-2 Company 1
Sub-2 Company 2
Sub-2 Company 3

Our local IT support often handles support for multiple companies, typically 
under the same sub parent company though sometimes they can handle multiple sub 
parent companies at the 1 or several sites throughout a city. So for years we 
have operated under a model where our local support group policy has been 1 
group per city per company.

This has served us well up until more recently. Now we have several local IT 
support teams that are providing support for larger sub parent companies and 
they are now supporting multiple cities which has led them to be a member of 
50+ support groups. This is creating a performance issues when loading & 
refreshing their Incident Management Console.

Our other challenge is we have one helpdesk that relies heavily on the custom 
assignment rules to be able to send tickets to the correct location's local 
support when they need to escalate an incident to a field tech.

So we have been considering different methods to structure these groups in a 
way that we can minimize the number of groups they belong to, to increase 
performance, but we keep running into the challenge of those assignment rules 
becoming complex and hard to manage.

We just upgraded, a couple weeks ago, from 8.1.00 to 9.1.04 and I've just 
become aware of the Parent Groups and it seems that might be a good approach 
but I don't know how well it will work in practical application especially with 
the note I saw in the documentation: "Hierarchical group relationships are used 
for permissions management only, and are not recognized when sending 
notifications by group."

Does anyone have any recommended methods of handling this type of a structure? 
Does anyone have any use cases they've encountered throughout their

Support Group Structure Recommendations

[Lippincott, Levi (OMA-GIS)]

Hello ARSList!

I work for a company that has several companies it owns which in turn own many 
companies themselves which translates to several hundred companies around the 
globe.

Think of the company structure as:
Main Company
Sub Company 1
Sub-1 Company 1
Sub-1 Company 2
Sub-1 Company 3
Sub-1 Company 4
Sub-1 Company 5
Sub Company 2
Sub-2 Company 1
Sub-2 Company 2
Sub-2 Company 3

Our local IT support often handles support for multiple companies, typically 
under the same sub parent company though sometimes they can handle multiple sub 
parent companies at the 1 or several sites throughout a city. So for years we 
have operated under a model where our local support group policy has been 1 
group per city per company.

This has served us well up until more recently. Now we have several local IT 
support teams that are providing support for larger sub parent companies and 
they are now supporting multiple cities which has led them to be a member of 
50+ support groups. This is creating a performance issues when loading & 
refreshing their Incident Management Console.

Our other challenge is we have one helpdesk that relies heavily on the custom 
assignment rules to be able to send tickets to the correct location's local 
support when they need to escalate an incident to a field tech.

So we have been considering different methods to structure these groups in a 
way that we can minimize the number of groups they belong to, to increase 
performance, but we keep running into the challenge of those assignment rules 
becoming complex and hard to manage.

We just upgraded, a couple weeks ago, from 8.1.00 to 9.1.04 and I've just 
become aware of the Parent Groups and it seems that might be a good approach 
but I don't know how well it will work in practical application especially with 
the note I saw in the documentation: "Hierarchical group relationships are used 
for permissions management only, and are not recognized when sending 
notifications by group."

Does anyone have any recommended methods of handling this type of a structure? 
Does anyone have any use cases they've encountered throughout their careers 
that we might be able to apply to our scenario?

Thanks!
Levi
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

HTTP/1.1 505 HTTP Version Not Supported

[Lippincott, Levi (OMA-GIS)]

Hello ARSList and happy mothers day,

Hoping for some quick assistance because we are upgrading our production 
environment and encountered an issue. Though with it being a holiday and a 
weekend I understand I may not see the typical flurry of answers. :)

We just upgraded from ARS 8.1.00 to ARS 9.1.04 and we have an integration with 
Openview (OMI) via a 3rd party application called CLIP. This integration pushes 
into our system via API and then we have a single Filter that pushes back to 
their system and communicates in a Web Service Set Fields action.

After the upgrade we are sporadically receiving this error message when our 
Filter that fires to push updates: "ERROR (9130): Error encountered while 
executing a Web Service; Transport error: 505 Error: HTTP/1.1 505 HTTP Version 
Not Supported"

When I say it happens sporadically the error can happen 10 times in a row or it 
can not happen 30 times in a row or it can succeed and error every 3rd time. It 
is consistently inconsistent.

I was able to successfully capture a log of the same ticket first succeeding 
and then failing and there appears to be no difference. I have attached them.

This is affecting all of our upgraded environments but not our older 8.1.00 
backup server that we've held onto in case we have to roll back.

Any help would be greatly appreciated!

Thanks,

Levi Lippincott
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.
  
 /* Sun May 13 2018 12:29:06.7900 */  Checking "Clip4HPBSM:HPD:IncidentModified" (991)
  
--> Passed -- perform actions
  
 0 : Set Fields
InputMapping: 




http://ws.clip.applink.de/;>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false">


http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>
http://ws.clip.applink.de/; xmlType="false"/>




OutputMapping: 




http://ws.clip.applink.de/"/>



inputDoc: 
http://ws.clip.applink.de/; 
xmlns:xsd="http://www.w3.org/2001/XMLSchema; 
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance;>
BMC_ITSM
INC03423211
Status-KEY
Resolved
Closed
Priority-KEY
Medium
Urgency-KEY
2-High
Impact-KEY
4-Minor/Localized
Assigned Group-KEY
ENT-ESD-GOC Monitoring
Assignee-KEY
Tim Hrdlicka
StatusReason-KEY
No Further Action Required
Resolution-KEY
C:\Windows\System32ping server

Pinging server [ip address] with 32 bytes of da
ta:

Re: Serious flaw in BMC Remedy Licensing

[Lippincott, Levi (OMA-GIS)]

Ryan,

We ran into this issue too and when we spoke to BMC about this they said this 
was operating as designed because when someone first logs into the system and 
views the data it writes to some logs and therefore needs a write license.

Our user base that was experiencing this issue though did not live in the 
system all day so we just had to train them when they closed the system to 
actually hit the Logout link so they freed that license up immediately for 
others. 

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Friday, October 30, 2015 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Serious flaw in BMC Remedy Licensing

Personaly I don't see why you could not post this on bmc community but ok :) I 
am no license expert so well, did you contact bmc support or someone from BMC 
about it?
In which version are you?

Mobilis in Mobile.

> Le 30 oct. 2015 à 18:50, Ryan Nicosia  a écrit :
> 
> Didn't think BMC wanted me to post this on their communities but we have 
> found what I would consider a serious flaw in the way that BMC counts a 
> license against a user.
> 
> Here is the scenario:
> 
> User A has been giving a FLOATING license for Incident.   User A has his IT 
> home page configured as overview console to display all INC's, CR's, and 
> TASKS assigned to his group.
> 
> User A's support group has NO incidents assigned to it.
> 
> User A logs into Remedy and immediately shows up in license review as 
> consuming a "write" license (NOT A READ LICENSE) for Incident.
> 
> User A refreshes his overview console every half hour.   Since the "write" 
> license doesn't switch back over to "read" for 15 minutes, he is virtually 
> consuming a "write" license for Incident all day long.
> 
> And this is the really stupid part.  He has never even opened an Incident.
> 
> 
> What we have found through our use of the RRR License tool is that some of 
> our top "Incident License" users are people who have NEVER even opened an 
> Incident.   We've taken the list of people who (according to BMC) have 
> consumed an Incident "write" license and searched for their login ID in the 
> HPD audit log and work log forms.   To our amazement, over 1/4 of them aren't 
> in there.
> 
> So, this begs the question.  Has anybody else figured this out?  If so, does 
> it bother you as much as it bothers us that a user who has been given an 
> Incident User (FLOAT) license and NEVER uses it, can still cost your 
> organization money in license fees?
> 
> I know we can adjust our licenses and give out Incident viewer but it seems 
> like an administrative nightmare to figure out who should get what when the 
> real answer would be for the tool to do a better job of counting who is 
> really using a license.
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers 
Are, and have been for 20 years"
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: (probably a dumb) SmartIT question

[Lippincott, Levi (OMA-GIS)]

William,

We are just starting to do tests with SmartIT/MyIT along with Remedy 9 SP1. I 
just removed our SmartIT/MyIT environment while we do an upgrade to 9 SP1, 
because some of the functionality of the latest version only functions with 9. 
I didn’t get to play with it much but in the customization section I recall 
seeing what appeared to be a “build workflow” that seemed to only apply to 
SmartIT/MyIT and was separate from Filters.

Maybe I’m remembering wrong, but once our system is upgraded and I reinstall 
our SmartIT/MyIT server I can poke around and let you know.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Thursday, October 08, 2015 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: (probably a dumb) SmartIT question

**
LJ -

Thanks for the reply.  I get the filter validation but there's so much 
functionality lost that I'm now starting to wonder what the point of Smart IT 
actually IS :)  It's probably one of those forest/trees things and I need to 
get into it a bit more.

William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, October 08, 2015 11:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: (probably a dumb) SmartIT question

**
William,
So...I'll state at first that I'm 0% familiar with SmartIT, and you know it 
better than me at this moment.but, with that said.

It's my understanding that SmartIT isn't, and isn't planned to be a 'Mid-Tier' 
type client, meaning that I don't believe that SmartIT fires Active Links, and 
the only workflow that you can fire on a form is Filtersso...no, I don't 
think you can do the type of client side work you did with Mid-Tier through 
that new Clientany sort of 'validations' you need done should be done 
through Filters.

On Thu, Oct 8, 2015 at 9:48 AM, William Rentfrow 
> wrote:
**
Hi listers -

I am just getting started in SmartIT.  We just installed the most recent 
version (I can check  that, but I don't think it's really relevant).

We have a bunch of custom workflow on HPD:Help Desk - things like "enter an 
account code" and assuming the code is valid it displays the office/site 
information for a particular account.  In short, there's a bunch of workflow 
that fires on gain/lose focus type events.

Several different places I checked all said "rewrite your custom code as 
service filter actions".  However, that won't work.  As far as I can tell 
there's no way to invoke a filter service action to do a set fields because 
there's no way to have an active link fire on gain/lose focus.

So is it impossible to do this in Smart IT?

William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

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

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

No virus found in this message.
Checked by AVG - www.avg.com
Version: 2014.0.4830 / Virus Database: 4365/10744 - Release Date: 10/02/15
_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: (probably a dumb) SmartIT question

[Lippincott, Levi (OMA-GIS)]

I might be remembering it wrong but it was on the customize section where you 
could add/remove custom fields to the various sections. I seem to recall there 
was a link near the Refresh Metadata links for each section.

Who knows, maybe I’m wrong.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com>

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Thursday, October 08, 2015 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: (probably a dumb) SmartIT question

**
I can't find Build Workflow anywhere in herehmm

William Rentfrow
wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lippincott, Levi (OMA-GIS)
Sent: Thursday, October 08, 2015 11:41 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: (probably a dumb) SmartIT question

**
William,

We are just starting to do tests with SmartIT/MyIT along with Remedy 9 SP1. I 
just removed our SmartIT/MyIT environment while we do an upgrade to 9 SP1, 
because some of the functionality of the latest version only functions with 9. 
I didn’t get to play with it much but in the customization section I recall 
seeing what appeared to be a “build workflow” that seemed to only apply to 
SmartIT/MyIT and was separate from Filters.

Maybe I’m remembering wrong, but once our system is upgraded and I reinstall 
our SmartIT/MyIT server I can poke around and let you know.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com>

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Thursday, October 08, 2015 11:35 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: (probably a dumb) SmartIT question

**
LJ -

Thanks for the reply.  I get the filter validation but there's so much 
functionality lost that I'm now starting to wonder what the point of Smart IT 
actually IS :)  It's probably one of those forest/trees things and I need to 
get into it a bit more.

William Rentfrow
wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, October 08, 2015 11:26 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: (probably a dumb) SmartIT question

**
William,
So...I'll state at first that I'm 0% familiar with SmartIT, and you know it 
better than me at this moment.but, with that said.

It's my understanding that SmartIT isn't, and isn't planned to be a 'Mid-Tier' 
type client, meaning that I don't believe that SmartIT fires Active Links, and 
the only workflow that you can fire on a form is Filtersso...no, I don't 
think you can do the type of client side work you did with Mid-Tier through 
that new Clientany sort of 'validations' you need done should be done 
through Filters.

On Thu, Oct 8, 2015 at 9:48 AM, William Rentfrow 
<wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>> wrote:
**
Hi listers -

I am just getting started in SmartIT.  We just installed the most recent 
version (I can check  that, but I don't think it's really relevant).

We have a bunch of custom workflow on HPD:Help Desk - things like "enter an 
account code" and assuming the code is valid it displays the office/site 
information for a particular account.  In short, there's a bunch of workflow 
that fires on gain/lose focus type events.

Several different places I checked all said "rewrite your custom code as 
service filter actions".  However, that won't work.  As far as I can tell 
there's no way to invoke a filter service action to do a set fields because 
there's no way to have an active link fire on gain/lose focus.

So is it impossible to do this in Smart IT?

William Rentfrow
wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

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

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

No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2014.0.4830 / Virus Database: 4365/10744 - Releas

Re: (probably a dumb) SmartIT question

[Lippincott, Levi (OMA-GIS)]

Maybe that Custom Action is what I’m thinking of.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com>

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, October 08, 2015 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: (probably a dumb) SmartIT question

**
You can’t really build workflow in any meaningful way at this time in Smart IT. 
 You can add fields (within certain limits) and on 1.2 you can add custom 
actions, such as one to launch the Mid-Tier while passing the Incident Number 
to launch that same Incident over there.  That’s about it though.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Thursday, October 08, 2015 1:12 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: (probably a dumb) SmartIT question

**
I can't find Build Workflow anywhere in herehmm

William Rentfrow
wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lippincott, Levi (OMA-GIS)
Sent: Thursday, October 08, 2015 11:41 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: (probably a dumb) SmartIT question

**
William,

We are just starting to do tests with SmartIT/MyIT along with Remedy 9 SP1. I 
just removed our SmartIT/MyIT environment while we do an upgrade to 9 SP1, 
because some of the functionality of the latest version only functions with 9. 
I didn’t get to play with it much but in the customization section I recall 
seeing what appeared to be a “build workflow” that seemed to only apply to 
SmartIT/MyIT and was separate from Filters.

Maybe I’m remembering wrong, but once our system is upgraded and I reinstall 
our SmartIT/MyIT server I can poke around and let you know.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com>

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Thursday, October 08, 2015 11:35 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: (probably a dumb) SmartIT question

**
LJ -

Thanks for the reply.  I get the filter validation but there's so much 
functionality lost that I'm now starting to wonder what the point of Smart IT 
actually IS :)  It's probably one of those forest/trees things and I need to 
get into it a bit more.

William Rentfrow
wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, October 08, 2015 11:26 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: (probably a dumb) SmartIT question

**
William,
So...I'll state at first that I'm 0% familiar with SmartIT, and you know it 
better than me at this moment.but, with that said.

It's my understanding that SmartIT isn't, and isn't planned to be a 'Mid-Tier' 
type client, meaning that I don't believe that SmartIT fires Active Links, and 
the only workflow that you can fire on a form is Filtersso...no, I don't 
think you can do the type of client side work you did with Mid-Tier through 
that new Clientany sort of 'validations' you need done should be done 
through Filters.

On Thu, Oct 8, 2015 at 9:48 AM, William Rentfrow 
<wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>> wrote:
**
Hi listers -

I am just getting started in SmartIT.  We just installed the most recent 
version (I can check  that, but I don't think it's really relevant).

We have a bunch of custom workflow on HPD:Help Desk - things like "enter an 
account code" and assuming the code is valid it displays the office/site 
information for a particular account.  In short, there's a bunch of workflow 
that fires on gain/lose focus type events.

Several different places I checked all said "rewrite your custom code as 
service filter actions".  However, that won't work.  As far as I can tell 
there's no way to invoke a filter service action to do a set fields because 
there's no way to have an active link fire on gain/lose focus.

So is it impossible to do this in Smart IT?

William Rentfrow
wrentf...@stratacomi

Re: ITSM 9 Smart Reporting and Amazon Web Services

[Lippincott, Levi (OMA-GIS)]

Warren,

I was installing Smart Reporting 9 SP1 and ran into a similar issue. The error 
messages I was getting were not as clear as they should have been.

After a few days dealing with support and them talking to the developers of the 
install package we were able to get my install to work by having the server 
name FQDN in the host and then for the DB name something with no spaces or 
special characters, and then the instance name we had to put the server short 
name. Once we did that the install worked.

Maybe that will work for you, my host name had periods but no dashes. So you 
might still be stuck, hope that helps.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Thursday, September 24, 2015 6:30 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 9 Smart Reporting and Amazon Web Services

**
Wondering if anyone out there has had a similar issue.
We are installing the whole ARS9/itsm 9 suite on a Virtual Server from Amazon 
Web Services.
It's ITSM 9 patch 1 on Windows 2012 operating system connecting to SQL 2010 (I 
thinkmay be wrong about that last bit).
Anyway, my partner has discovered a bug with the installer for Smart Reporting. 
 Evidently the Servername cannot have any special characters in the install 
setup process.  Now, while our servername is clean in that regards, the FQDN is 
full of periods and dashes which breaks the install.  We can't figure out a way 
around this?  My buddy is pulling his hair out trying to figure this one out.

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_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: High volume email inbox

[Lippincott, Levi (OMA-GIS)]

John,

So we do a couple of things.

In our Corporate environment we are running Exchange 2013 with POP disabled. 
The only available protocol to use was IMAP but in the version of Exchange 2013 
that we have Microsoft actually changed the IMAP protocol slightly and it was 
causing our inbound submissions to be void of images and if it was mixed 
message format only certain parts would come through. To get around this we 
setup our own hMail email server on a separate Tomcat server and we setup a 
local remedy domain. To handle routing we had our Exchange admins setup MX 
records with our local domain to the IP of the Tomcat server. This allowed us 
to connect using IMAP or POP free from any of the Exchange restrictions. We 
still use our corporate relay for outbound.

All that being said we are running 8.1.00 currently, with plans in the upcoming 
weeks to upgrade to 8.1.02. We are a multi-tenancy environment with 300+ 
Companies.

All of our ticket updates are standardized, we require the full ticket number 
to be at the end of the subject line. All of those “bad” emails in my below 
examples were when someone tried to update a ticket improperly.

Our inbound ticket creation is not that standardized. The only real requirement 
we have is that if the email is to generate a ticket it cannot have RE: at the 
beginning of the Subject line and the email address they are sending to has to 
be the only thing in the To field, any other email addresses need to be in the 
CC or BCC fields.

When we have a department approach us for auto creation we have them work with 
the Exchange administrators to setup a mailbox that forwards on the server side 
to our processing mailbox. Then they give us the email address that was created 
and then I go into the RBE:Console form and setup the creation rules that we 
work with this department on. Such as, it goes to this group with a specific 
categorization. After I configure the rule I go to the RBE:Rule form, find what 
I just created, then I change the Company name I created it under to the Global 
designator. From there I pull up the RBE:Action form, find the rule I just 
created, and then I remove the authValidate User/auth from the string to 
allow anyone that sends properly to create a ticket.

One of these days I am going to overlay or build custom workflow that will do 
those RBE:Rule and RBE:Action steps for me since it is the standard we use.

We have custom workflow that if they are non-validated user then it will create 
the ticket with the Customer information “ENTER VALUE” and it requires the tech 
who first works on the ticket to set the Customer name properly.

If we have a department who wants various categorizations or different group 
configurations for their emails we can do it a couple of different ways. Our 
most common is just have them setup a different mailbox for that particular 
requirement. Otherwise we can have them make it clear to their customers that 
they want specific key words in the Subject line in order for it to work.

We also overlaid the workflow that handles the attachments for the tickets and 
instead of parsing out the various images and attachments and then putting them 
on the ticket we simply attach the full email from the Alternate Attachments 
tab on the AR System Email Messages form. By doing this it keeps full integrity 
of the email intact and has been better for audits.

I hope that helped answer your question and didn’t just waste your time 
blasting you with a bunch of information you didn’t need.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, August 19, 2015 3:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: High volume email inbox

**
Levi,

Great stuff.

So - in general it seems as if the incoming mail is pretty highly standardized 
and is reasonable to automate (in terms of updating tickets ???)

Would you say you use the inbox for a “variety” of “routes” — or do you have 
different email accounts for different functions?

(I am just trying to get my head around using email for automation)


-John





On Wed, Aug 19, 2015 at 2:40 PM, Lippincott, Levi (OMA-GIS) 
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com wrote:
**
John,

I don’t know if we have a “high-volume” but I just ran a report and this is 
what I show over the past 2 weeks, excluding weekends.

We averaged 2,454 emails per day with our lowest day being 1,806 and our 
highest being 2,998.

For “good” emails we averaged 95.6% with our lowest being 94.3% and our highest 
being 97.0%.

The only real “non-good” types of emails we have are when someone is trying to 
update a specific ticket

Re: High volume email inbox

[Lippincott, Levi (OMA-GIS)]

John,

That’s cool about your brother. Hopefully he doesn’t think the system we have 
sucks. ☺

We had to do a little bit of filter work but not very much. It was mainly for 
fields that we had made required that were not out of the box. For instance we 
require all 3 Operational  Product Categorizations as well as Product Name  
Manufacturer. I believe I had to add them to the list of fields to push to, 
that was almost a year ago so that is a little fuzzy in my memory though. I 
remember it being relatively simple though once I had ran some Filter logs of 
an inbound email.

As far as the people asking for email boxes. It is a little bit of both. We 
have some systems that are not able to integrate, or the addons that would 
allow them to integrate the company doesn’t want to pay for, so they generate 
an email. There are also departments, like SAP, that have broken their labor up 
into various departments and each department wants their users to submit 
requests directly to them so they can be classified right away and skip any 
delays in triage that the Help Desk would do.

I do have to say though we have started working with our Sharepoint team more 
and more using both the Web Services and the RESTful API to build some forms 
people could go to and fill out and it can generate a ticket for them. Doing it 
this way has allowed people to get much more granular and specific on their 
issue and the ticket is able to be better classified from the outset saving 
time for the Help Desk. As those forms are used more and more it lowers the 
volume of email we are getting.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, August 20, 2015 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: High volume email inbox

**
Levi,

Great stuff.

As a point of interest - my brother works for one of those 300+ companies. :)

Sounds like you have a good strategy and it is working well for you.

Do you find the rules/actions able to cover your needs fairly well - or do you 
feel you need to do a fair amount of filter work in addition?

Also - one last question … are people asking for email boxes because they have 
some system that is creating the emails — or - are they finding that it is the 
easiest way for people to create “incidents” that may have some sort of special 
attributes to them (vs just a generic incident)???



-John







On Thu, Aug 20, 2015 at 9:32 AM, Lippincott, Levi (OMA-GIS) 
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com wrote:
**
John,

So we do a couple of things.

In our Corporate environment we are running Exchange 2013 with POP disabled. 
The only available protocol to use was IMAP but in the version of Exchange 2013 
that we have Microsoft actually changed the IMAP protocol slightly and it was 
causing our inbound submissions to be void of images and if it was mixed 
message format only certain parts would come through. To get around this we 
setup our own hMail email server on a separate Tomcat server and we setup a 
local remedy domain. To handle routing we had our Exchange admins setup MX 
records with our local domain to the IP of the Tomcat server. This allowed us 
to connect using IMAP or POP free from any of the Exchange restrictions. We 
still use our corporate relay for outbound.

All that being said we are running 8.1.00 currently, with plans in the upcoming 
weeks to upgrade to 8.1.02. We are a multi-tenancy environment with 300+ 
Companies.

All of our ticket updates are standardized, we require the full ticket number 
to be at the end of the subject line. All of those “bad” emails in my below 
examples were when someone tried to update a ticket improperly.

Our inbound ticket creation is not that standardized. The only real requirement 
we have is that if the email is to generate a ticket it cannot have RE: at the 
beginning of the Subject line and the email address they are sending to has to 
be the only thing in the To field, any other email addresses need to be in the 
CC or BCC fields.

When we have a department approach us for auto creation we have them work with 
the Exchange administrators to setup a mailbox that forwards on the server side 
to our processing mailbox. Then they give us the email address that was created 
and then I go into the RBE:Console form and setup the creation rules that we 
work with this department on. Such as, it goes to this group with a specific 
categorization. After I configure the rule I go to the RBE:Rule form, find what 
I just created, then I change the Company name I created it under to the Global 
designator. From there I pull up the RBE:Action form, find the rule I just

Re: High volume email inbox

[Lippincott, Levi (OMA-GIS)]

John,

I don’t know if we have a “high-volume” but I just ran a report and this is 
what I show over the past 2 weeks, excluding weekends.

We averaged 2,454 emails per day with our lowest day being 1,806 and our 
highest being 2,998.

For “good” emails we averaged 95.6% with our lowest being 94.3% and our highest 
being 97.0%.

The only real “non-good” types of emails we have are when someone is trying to 
update a specific ticket with a reply and the subject line is formatted 
improperly to allow the ticket # to be pulled out.

We accomplish this by filtering out almost all other “non-good” types of emails 
on the mail server. All spam is filtered at the corporate messaging level so we 
do not handle that, I suppose a few might slip through the cracks.

All bounce-backs and auto-replies are automatically deleted on the mailbox 
side, with the exception being if there is a ticket number in the subject line 
to update the ticket. This allows a support staff member who is trying to 
troubleshoot an issue know if the person they are trying to contact is out of 
the office.

For giggles below is my quick/dirty spreadsheet of the data.


Date

Incoming

Outgoing

Update

Bad

Good Average

8/4/2015

2395

20909

1585

98

95.9%

8/5/2015

2602

21934

1766

77

97.0%

8/6/2015

2423

18722

1601

96

96.0%

8/7/2015

1977

15308

1372

82

95.9%

8/10/2015

2820

22292

1835

109

96.1%

8/11/2015

2661

22410

1686

151

94.3%

8/12/2015

2998

22451

2133

114

96.2%

8/13/2015

2494

21355

1726

111

95.5%

8/14/2015

1806

14930

1250

93

94.9%

8/17/2015

2607

22212

1664

136

94.8%

8/18/2015

2725

22895

1766

136

95.0%

8/19/2015

1945

15853

1312

82

95.8%


Average

2454

20106

1641

107



I hope that helps or answers your question.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, August 19, 2015 11:54 AM
To: arslist@ARSLIST.ORG
Subject: High volume email inbox

**

Just wondering … who feels they have a “high-volume” inbox for their IT group?

And if so — how many incoming mails do you get a day???

And … roughly
-what % are “good”

And — generically - how do the “non-good” emails breakout?
- bounces?
- auto-response?
- spam?


Or  anything else that would be good


Thanks,

-John

--

John Sundberg
Kinetic Data, Inc.
Your business. Your process.

651-556-0930 I 
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com
www.kineticdata.comhttp://www.kineticdata.com/ I 
community.kineticdata.comhttp://community.kineticdata.com/


_ARSlist: Where the Answers Are and have been for 20 years_
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: What is it about the ARSlist that keeps you here rather than Communities

[Lippincott, Levi (OMA-GIS)]

This was recommended to me at WWRUG2013, before that I didn't know about 
ARSlist.

I am able to find information and get responses much faster here than on the 
Communities.

I will be at Engage this year and depending on how that goes I might be 
interested in seeing another WWRUG if it does not provide the type of 
information that I need.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel
Sent: Tuesday, August 18, 2015 11:52 AM
To: arslist@ARSLIST.ORG
Subject: What is it about the ARSlist that keeps you here rather than 
Communities

**
I know many of us go to both, I am especially interested in those that are here 
and not on communities or more active her.

Why are you more active here?

What makes the ARSlist different\unique\special versus Communities.

Do you miss the ARSlist Awards and sessions or see this list as a commodity now 
and just want to use it.

Yes there is a purpose and an end goal here.

If there is a company interested in sponsoring the ARSlist in it's current 
form, and\or having a partnership with WWRUG, I would be happy to hear from you.

Cheers Dan
Creator of the ARSlist
_ARSlist: Where the Answers Are and have been for 20 years_
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Adding an attachment to a work info form via email

[Lippincott, Levi (OMA-GIS)]

Claire,

For our environment we used the Attachment Alternative field Email (ID: 18100) 
from the Advanced Options tab on the AR System Email Messages form to attach 
the entire email to the Work Info note.

[cid:image001.png@01D0A9AA.8C742220]

The reason we chose to go this route was there was no guarantee on the number 
of attachments anyone would send, this could include graphics in people's 
signatures and any screenshots in the message body. We did not want to create 
many extra attachment fields and we did not want to go through the trouble of 
building workflow to zip all attachments into 1 file, especially when we could 
attach the original email in its original format, including every attachments, 
to the ticket itself.

We then created a Filter with a qualification pertinent to the work info notes 
we wanted this process to fire on and that took care of our issues.

There were a few complaints in the beginning about having to first open an 
email attachment only to then have to open another attachment or two. However, 
as time went on people came to love this method because it kept everything 
intact, even the message headers, and it has been very well received.
Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, June 17, 2015 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Adding an attachment to a work info form via email

**

I am at my wits end!



ARS 7.6.4

ITSM 7.6.4

Email 7.6.4



I have all the functionality in place to update a WorkInfo field on a Work 
Order.  I want to be able to include an attachment if the person sends one.



In my tests, the attachment does not fail.  It shows that it is in the 
attachment join form.  How do I get this to show on my Work Order form.  I've 
gone through the communities and the KB.



[cid:image002.jpg@01D0A9AA.8C742220]
_ARSlist: Where the Answers Are and have been for 20 years_
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Midtier question....

[Lippincott, Levi (OMA-GIS)]

Well there is depending on your setup.

If you are using Tomcat in the Tomcat directory there is the 
\conf\Catalina\localhost\arsys.xml that controls the browser path and where it 
points in the MidTier folders, granted that isn't a performance configuration 
but it is still a setting.

Also in the Tomcat directory \bin there is the Tomcat(#version)w.exe that when 
you open there is a Java tab that contains various performance tweaks to the 
Apache service, like Memory Pool, thread stacks, etc.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Friday, April 3, 2015 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier question

**
Thank you - I wasn't sure if there were other xml files that also held cofig. 
Values

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gadgil, Abhijeet
Sent: Friday, April 03, 2015 3:24 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Midtier question

**
config.properties under web-info\classes in midtier folder


Abhijeet

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
richard@bwc.state.oh.usmailto:richard@bwc.state.oh.us
Sent: 04 April 2015 00:50
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Midtier question

**
On the ARserver, the parameters and values are maintained in the ar.cfg file
What is the analogous file where selected settings are maintained on the 
midtier server?
Thanks!
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, please 
delete all copies from your system without disclosing, copying, or transmitting 
this message. Portions of this message may be confidential under an exemption 
to Ohio's public records law or under a legal privilege. If you have received 
this message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.
_ARSlist: Where the Answers Are and have been for 20 years_
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: REMEDY 8.1: I NEED GET HOUR AND MINUTE SEPARATELY

[Lippincott, Levi (OMA-GIS)]

So are those values set manually and that is what you need to compare the 
current time stamp to or do you want to set those to workflow too?

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pamela Morales
Sent: Wednesday, March 18, 2015 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: REMEDY 8.1: I NEED GET HOUR AND MINUTE SEPARATELY

Yes, Now I do like that.

Hour1:  3  Minute1: 15
Hour2:  15  Minute1: 30
Hour3:  18  Minute1: 59


Before, I had

Hora1: 03:15:00
Hour2: 15:30:00
Hour3: 18:59:00

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers 
Are, and have been for 20 years
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: REMEDY 8.1: I NEED GET HOUR AND MINUTE SEPARATELY

[Lippincott, Levi (OMA-GIS)]

So if it was me I would do the following.

Existing Field Examples
hour1
hour2
hour3
minute1
minute2
minute3

Next the number of extra fields I would create would change based on my need 
and how complex my comparison qualification will need to be.

Assuming you need to compare all 6 fields I would probably create 6 new fields 
like the below examples.
cmp_hour1
cmp_hour2
cmp_hour3
cmp_minute1
cmp_minute2
cmp_minute3

Then I would have 2 basic escalations, although the # could go up the more 
complex your comparison will be.

The first I would have it set to fire at whatever interval or time you want it 
to be fired at with set action for the respective cmp_hour#  cmp_minute# 
fields using the HOUR($TIMESTAMP$)  MINUTE($TIMESTAMP$) functions.

Then the 2nd escalation would be the actual action that needs to be taken and 
the run if qualification would do the field comparisons.

Something sort of like this: ('cmp_hour1' = 'hour1') AND ('cmp_hour2'  
'hour2') AND ('cmp_minute1' = 'minute1') AND ('cmp_minute2'  'minute2')

I hope that makes sense.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

-Original Message-
From: Pamela Morales [mailto:pmora...@grupocontext.com] 
Sent: Wednesday, March 18, 2015 3:34 PM
To: arslist@ARSLIST.ORG; Lippincott, Levi (OMA-GIS)
Subject: Re: REMEDY 8.1: I NEED GET HOUR AND MINUTE SEPARATELY

Yes, they are setted manually and I need compare to time stamp

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: REMEDY 8.1: I NEED GET HOUR AND MINUTE SEPARATELY

[Lippincott, Levi (OMA-GIS)]

When you say three numeric fields for 3 hours and three numeric fields for 3 
minutes do you mean you have 6 fields total used to store values like the 
following?

Hour 1: 3
Hour 2: 6
Hour 3: 9
Minute 1:   15
Minute 2:   30
Minute 3:   45


Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

-Original Message-
From: Pamela Morales [mailto:pmora...@grupocontext.com] 
Sent: Wednesday, March 18, 2015 3:20 PM
To: arslist@ARSLIST.ORG; Lippincott, Levi (OMA-GIS)
Subject: Re: REMEDY 8.1: I NEED GET HOUR AND MINUTE SEPARATELY

Hi,

Originally,  I had a form with three time fields. I need to save those on the 
form becasuse with an escalation I compare those fields to $TIME$, and if this 
qualification is true, the escalation push fields on 
CHG:ChangeInterface_Create. The only part that is not working is the 
comparision between the time fields and $TIME$ because I need to execute only 
once per time, and it is executed more than once because it is taking seconds.

Now, I'm trying to do the same form with three numeric fields for 3 hours and 
three numeric fields for 3 minutes. I need to save those on the form becasuse 
with an escalation I compare those hours and minute, and execute the action. I 
guess it could work and compare once.

So??What should I do??

Regards

Pamela

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: REMEDY 8.1: I NEED GET HOUR AND MINUTE SEPARATELY

[Lippincott, Levi (OMA-GIS)]

Pamela,

My solution is probably way dumber than some of the responses you are going to 
get. :)

Not knowing anything else about your environment I would set a temp hour and 
minute field using these functions HOUR($TIMESTAMP$)  MINUTE($TIMESTAMP$) and 
then I would have another escalation whose qualification meets your needs 
compare the numeric fields to those.

If the comparison doesn't work because it is a string to integer then you would 
need another 2 temp fields for the first escalation and would set those fields 
using a string command like UPPER() with the numeric value fields in them to 
convert them to a string.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pamela Morales
Sent: Wednesday, March 18, 2015 2:47 PM
To: arslist@ARSLIST.ORG
Subject: REMEDY 8.1: I NEED GET HOUR AND MINUTE SEPARATELY

Hi everyone,

I need use in an escalation the hour and the minute from $TIME$ or $TIMESTAMP$ 
to compare with a numeric field which has the hour and otherone has the minute 
to execute an action.

I need asap to resolve a customer's case 

Thanks

Pamela

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers 
Are, and have been for 20 years
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Remedy Mid Tier Menu Mouse Scroll Wheel?

[Lippincott, Levi (OMA-GIS)]

Hello,

We are using Remedy 8.1.00  Mid Tier 8.1.01 (SP1) 201406260451 Hotfix.

Our users are unable to use the scroll wheel on their mouse to navigate any of 
the drop-down menus in the system.

Any ideas on how to accomplish this or are we out of luck without the client?

Below are 2 examples of what I'm referring to.

Customer Search
[cid:image005.png@01D05CAA.E2707180]

Assigned Group
[cid:image001.png@01D05CAA.B0829D10]


[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Best Mobile Interface Development Path Opinion

[Lippincott, Levi (OMA-GIS)]

So we tried to go the SmartIT route and it would work great if it let us remove 
OOB portions of it rather than just add to it.

Example, our environment has no Service and little Asset, so I would like to 
remove those options, BMC says it can’t be done in the current version.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, February 06, 2015 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Best Mobile Interface Development Path Opinion

**
Why not go the SmartIT route? Its free as part of your BMC support contract.

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lippincott, Levi (OMA-GIS)
Sent: Friday, February 06, 2015 2:52 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: [arslist] Best Mobile Interface Development Path Opinion

**
So we just went live with 8.1.00 on Jan 1st, and it will probably be several 
years (knowing our organization) before we move onto any other new releases.

If we went this route I would still need to build an mobile interface to 
interact with the data, correct?

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 6, 2015 12:38 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Best Mobile Interface Development Path Opinion

**
Agreed :)

On Fri, Feb 6, 2015 at 11:20 AM, Misi Mladoniczky 
m...@rrr.semailto:m...@rrr.se wrote:
Hi,

Similar, but not exactly the same I would think. So you would need to recode
to some extent in order to make use of the future native interface.

Best Regards - Misi, RRR AB, http://rrr.se

 Or you could use the existing Restful interface
 https://communities.bmc.com/docs/DOC-29073
 It's 3rd party, and I have no details regarding BMC's interfacebut I
 suspect they will provide similar functionality.

 On Fri, Feb 6, 2015 at 11:00 AM, Misi Mladoniczky 
 m...@rrr.semailto:m...@rrr.se wrote:

 Hi,

 Maybe you should wait for the RESTful API that will supposedly be
 available in
 the next major release?

 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,
 
  First let me state we are going to be building this in house so, thank
 you if
  you have a product that will fit my needs but we are not in a position to
  purchase something.
 
  We are starting the process of building a mobile interface for, what I
 hope
  will be, some simple tasks.
 
  Ideally we would like our users to be able to login to the system and be
  brought to a slim view of the HPD:Incident Management Console with the
 only
  options available are applying/clearing filters, looking at their list of
  tickets, and then opening the tickets up.
 
  Then they can be brought to a slim view of the HPD:Help Desk form where
 they
  will see really basic info with some options like, assign to me,
 reassign,
  resolve, update work log, etc.
 
  All that being said, in everyone's opinion would this be best achieved
 through
  separate HTML/Java web pages connected to the system via Web Services, or
  through a custom view on the respective forms, or is there another way
 that I
  have not thought of yet that might be better?
 
  We are running 8.1.00 ARS/ITSM with 8.1.01 (SP1) Mid Tier with Tomcat
 6.0.
 
 
  [Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]
 
 
 
 
 
  Connect with us:
  interpublic.comhttp://interpublic.comhttp://www.interpublic.com/
 
  Twitterhttps://twitter.com/#%21/interpublicipg
 
  Facebookhttps://www.facebook.com/InterpublicGroup
 
 
 
 
  Levi Lippincott / Remedy Administrator
  +1 402 561 7014tel:%2B1%20402%20561%207014 office
  +1 402 321 5421tel:%2B1%20402%20321%205421 mobile
  levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
  Lync 
  Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.commailto:sip%3alevi.lippinc...@na.corp.ipgnetwork.com
 
 
 
 
 
  Interpublic Group  6825 Pine Street, Omaha, NE 68106
 
 
  Talent

Re: Best Mobile Interface Development Path Opinion

[Lippincott, Levi (OMA-GIS)]

So we just went live with 8.1.00 on Jan 1st, and it will probably be several 
years (knowing our organization) before we move onto any other new releases.

If we went this route I would still need to build an mobile interface to 
interact with the data, correct?

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 6, 2015 12:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Best Mobile Interface Development Path Opinion

**
Agreed :)

On Fri, Feb 6, 2015 at 11:20 AM, Misi Mladoniczky 
m...@rrr.semailto:m...@rrr.se wrote:
Hi,

Similar, but not exactly the same I would think. So you would need to recode
to some extent in order to make use of the future native interface.

Best Regards - Misi, RRR AB, http://rrr.se

 Or you could use the existing Restful interface
 https://communities.bmc.com/docs/DOC-29073
 It's 3rd party, and I have no details regarding BMC's interfacebut I
 suspect they will provide similar functionality.

 On Fri, Feb 6, 2015 at 11:00 AM, Misi Mladoniczky 
 m...@rrr.semailto:m...@rrr.se wrote:

 Hi,

 Maybe you should wait for the RESTful API that will supposedly be
 available in
 the next major release?

 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,
 
  First let me state we are going to be building this in house so, thank
 you if
  you have a product that will fit my needs but we are not in a position to
  purchase something.
 
  We are starting the process of building a mobile interface for, what I
 hope
  will be, some simple tasks.
 
  Ideally we would like our users to be able to login to the system and be
  brought to a slim view of the HPD:Incident Management Console with the
 only
  options available are applying/clearing filters, looking at their list of
  tickets, and then opening the tickets up.
 
  Then they can be brought to a slim view of the HPD:Help Desk form where
 they
  will see really basic info with some options like, assign to me,
 reassign,
  resolve, update work log, etc.
 
  All that being said, in everyone's opinion would this be best achieved
 through
  separate HTML/Java web pages connected to the system via Web Services, or
  through a custom view on the respective forms, or is there another way
 that I
  have not thought of yet that might be better?
 
  We are running 8.1.00 ARS/ITSM with 8.1.01 (SP1) Mid Tier with Tomcat
 6.0.
 
 
  [Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]
 
 
 
 
 
  Connect with us:
  interpublic.comhttp://interpublic.comhttp://www.interpublic.com/
 
  Twitterhttps://twitter.com/#%21/interpublicipg
 
  Facebookhttps://www.facebook.com/InterpublicGroup
 
 
 
 
  Levi Lippincott / Remedy Administrator
  +1 402 561 7014tel:%2B1%20402%20561%207014 office
  +1 402 321 5421tel:%2B1%20402%20321%205421 mobile
  levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
  Lync 
  Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.commailto:sip%3alevi.lippinc...@na.corp.ipgnetwork.com
 
 
 
 
 
  Interpublic Group  6825 Pine Street, Omaha, NE 68106
 
 
  Talent is a Gift; But Character is a Choice. -Matt Grotewold-
 
  This message contains information which may be confidential and
 privileged.
  Unless you are the intended recipient (or authorized to receive this
 message
  for the intended recipient), you may not use, copy, disseminate or
 disclose to
  anyone the message or any information contained in the message.  If you
 have
  received the message in error, please advise the sender by reply e-mail,
 and
  delete the message.  Thank you very much.
 
 
 ___
  UNSUBSCRIBE or access ARSlist Archives at 
  www.arslist.orghttp://www.arslist.org
  Where the Answers Are, and have been for 20 years
 


 ___
 UNSUBSCRIBE or access ARSlist Archives at 
 www.arslist.orghttp://www.arslist.org
 Where the Answers Are, and have been for 20 years


 ___
 UNSUBSCRIBE or access ARSlist Archives at 
 www.arslist.orghttp://www.arslist.org
 Where the Answers Are, and have been for 20 years

Best Mobile Interface Development Path Opinion

[Lippincott, Levi (OMA-GIS)]

Hello,

First let me state we are going to be building this in house so, thank you if 
you have a product that will fit my needs but we are not in a position to 
purchase something.

We are starting the process of building a mobile interface for, what I hope 
will be, some simple tasks.

Ideally we would like our users to be able to login to the system and be 
brought to a slim view of the HPD:Incident Management Console with the only 
options available are applying/clearing filters, looking at their list of 
tickets, and then opening the tickets up.

Then they can be brought to a slim view of the HPD:Help Desk form where they 
will see really basic info with some options like, assign to me, reassign, 
resolve, update work log, etc.

All that being said, in everyone's opinion would this be best achieved through 
separate HTML/Java web pages connected to the system via Web Services, or 
through a custom view on the respective forms, or is there another way that I 
have not thought of yet that might be better?

We are running 8.1.00 ARS/ITSM with 8.1.01 (SP1) Mid Tier with Tomcat 6.0.


[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Remedy 8.1 and MAPI support

[Lippincott, Levi (OMA-GIS)]

Shawn,

I know this does not answer your question but you should also find out what 
version of Exchange you are using.

We are using Exchange 2013 and something to keep in mind is there is a newer 
MAPI protocol and a legacy protocol and the 2013 version of Exchange only 
supports the new version while the Remedy MAPI protocol uses the old version. 
This led us to setting up our own hMail server on our Mid Tier and having our 
Exchange people forward mail over to it and then connecting via POP to pull in 
mail.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, February 02, 2015 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 8.1 and MAPI support

**
You could use the standards of POP3 or IMAP for inbound email

This is one of the advantages I have being on Linux.. MAPI is a MS Windows only 
protocol so I don't have to deal with it.

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, February 02, 2015 9:10 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Remedy 8.1 and MAPI support

**
Good morning,

We're looking to upgrade out version of Microsoft Office internally, as well as 
Exchange, and there is being a lot of pressure to get our Remedy server 
upgraded from using Outlook 2007 for MAPI inbound email.  I've tried looking 
all over BMC's site, their compatibility matrix doesn't list any email clients 
that it would be compatible with, the release notes reference MAPI but not what 
version of Outlook is supported, and even a Google search hasn't returned 
anything useful as far as I can see.

Does anyone know where BMC documents what versions of Outlook are compatible 
with ARS 8.1?

Also, this is something I should probably ask for the 9.0 beta program but will 
they ever find a better way to do inbound email than putting Outlook on my 
application server?  Our Exchange system seems to go down all the time in such 
a way that Remedy can't reconnect easily (one of the drivers for wanting to 
upgrade) so I'd like to look at other options.  We use SMTP for outgoing email 
and I can't recall the last time it had a problem.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


_ARSlist: Where the Answers Are and have been for 20 years_
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free Disk Space

[Lippincott, Levi (OMA-GIS)]

This may or may not be helpful in your situation.

When we experienced this issue we were running a Windows 2012 server and it had 
to do with admin permissions and I had to right-click on the cmd installer 
batch file and choose run as admin and then the problem went away.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Givens, Gregory CTR NPC, Pers 54
Sent: Tuesday, December 23, 2014 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free 
Disk Space

Lisa,
Change you Environment Variable TEMP (%TEMP%) to C:\TEMP
It doesn't like it if there are spaces in the path


Gregory Givens 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, December 23, 2014 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Upgrading from 7.6.04 SP4 to 8.1 - Folder only has 0 MB of Free Disk 
Space

I'm getting an error that my installation folder only has 0 MB of free Disk 
Space and I have over 4 GB's of Free Disk Space.  I researched this and some 
people suggested updating the TEMP environment which I have done, but to no 
avail.  Is there anything else I need to check?  I'm an administrator on the 
folders.  This is a Windows Server.  I was able to upgrade my other server from 
8.1.01 to 8.1 SP2 without any problems (same server type and structure).

Any ideas?

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-9460
lisa.ke...@devtechnology.com

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers 
Are, and have been for 20 years

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: BMC sues SNOW

[Lippincott, Levi (OMA-GIS)]

Yeah but most patent lawsuits are usually about 1 of 2 things.


1.   Another source of revenue for the company when the other companies 
just pay a settlement to make it go away.

2.   To force the other company out of business with all of the wasted time 
and money that eventually they go bankrupt.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Tuesday, September 23, 2014 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC sues SNOW

**
I can't see how any of these actually stand up in court. If you read the first 
patent it basically says get the details of a computer system into a text file 
and load the information into a database

If that's the case then Tivoli, et al, look out!

What a waste of time, money and resource imho.

--
Danny Kellett
dkell...@javasystemsolutions.commailto:dkell...@javasystemsolutions.com



On Tue, Sep 23, 2014, at 04:49 PM, Rick Cook wrote:
**
Maybe, but legally, there is a difference between stealing a concept (nothing 
new under the sun) and stealing (the details) how that concept is brought to 
market.  It doesn't help that the SNOW C-team is full of people with a track 
record of unethical, if not illegal, behavior.  That BMC isn't the only 
competitor suing them adds weight to the claim.

Rick Cook

On Tue, Sep 23, 2014 at 8:44 AM, John Sundberg 
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com wrote:
**
That is a “stolen quote” …

Many people say that line.

Indirectly - it is saying - nothing is invented - just new interpretations of 
existing stuff.

Take for example: http://www.google.com/patents/US7617073

Adding colors to elements - based on health - and then make special marks based 
on a dependents components health.

This sort of seems to be previous art.

http://en.wikipedia.org/wiki/Charles_Joseph_Minard#mediaviewer/File:Minard-carte-viande-1858.png
(Looks old to me)


-John


On Tue, Sep 23, 2014 at 10:08 AM, Rick Cook 
remedyr...@gmail.commailto:remedyr...@gmail.com wrote:
**
The money quote:  ...company founder, Fred Luddy, described his approach to 
innovation by saying “. . . good artists copy and great artists steal, and I’ve 
been a thief all my life.”  Little tip:  That's maybe not something you say in 
public, Fred.

You may remember Mr. Luddy as part of the Peregrine gang, which looks to be up 
to their old shenanigans.  Details here. 
http://www.sandiegoreader.com/weblogs/news-ticker/2013/apr/03/peregrine-ii-servicenow-insiders-including-moores-/#http://www.sandiegoreader.com/weblogs/news-ticker/2013/apr/03/peregrine-ii-servicenow-insiders-including-moores-/

Rick Cook

On Tue, Sep 23, 2014 at 8:01 AM, John Sundberg 
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com wrote:
**
http://www.bmc.com/news/press-releases/2014/BMC-Software-Sues-ServiceNow-for-Patent-Infringement.html



--

John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.


651-556-0930tel:651-556-0930 
ijohn.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com


www.kineticdata.comhttp://www.kineticdata.com/ 
Icommunity.kineticdata.comhttp://community.kineticdata.com/




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

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



--

John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.


651-556-0930tel:651-556-0930 
ijohn.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com


www.kineticdata.comhttp://www.kineticdata.com/ 
Icommunity.kineticdata.comhttp://community.kineticdata.com/




_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_
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: custom notification to grp

[Lippincott, Levi (OMA-GIS)]

Wouldn't you need 3 things? A filter to trigger the action, a filter guide to 
run a loop against a table, and then the filter in the filter guide which is 
the notify action pulling in the email address of the user on each line in the 
group?

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of S Test
Sent: Tuesday, July 08, 2014 8:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: custom notification to grp

Thanks Todd. That sends a message in AR email message form with field  TO : Grp 
name is placed instead I need email id of all the people in this group

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers 
Are, and have been for 20 years
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: ARERR 9201 - Session is invalid or has timed out

[Lippincott, Levi (OMA-GIS)]

We are experiencing the same thing in our 7.5 environment running an 8.1 Mid 
Tier and have an active ticket open with BMC's Subject Matter Experts to try to 
determine what the issue is.

We even eliminated the loadbalancer from the equation and the issue was still 
occurring.

If you have your users connect directly to the Mid Tier and circumvent the 
loadbalancer do they still have the issues?

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Tuesday, July 8, 2014 1:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 9201 - Session is invalid or has timed out

**
There's a small chance that 8.1 may have some issues around F5 loadbalancer. A 
friend of mine (Sabyson Fernandes who writes to this list at times) has a 
similar issue on F5 and had me post a similar email on his behalf to the list 
last week.

I went through his checklist of his setup and it looks like he hasn't missed 
anything.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, July 08, 2014 1:28 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARERR 9201 - Session is invalid or has timed out

**
Just FYI HeatherI typically like to have the error message in addition to 
the error # so I don't hafta go look that up :)

9201 Error


Session is invalid or has timed out. Please reload page to log in again.

Your session is no longer available because either the session is invalid, the 
session timed-out, or no session data was retrieved. Log in again to continue.


Now...the best way to troubleshoot this from my understanding would be to talk 
to your load balancing folks, have them check their logs and find out if hosts 
are being swapped to other web nodes, and why.

On Tue, Jul 8, 2014 at 11:09 AM, Hutcheson, Heather 
heather.hutche...@ga.commailto:heather.hutche...@ga.com wrote:
**
Good morning all,

We have recently run into a TON of ARERR 9201 errors in our load balanced 
environment. We were using  MT 7.6.04 SP4 but just upgraded to MT 8.1.01 SP1 
hoping it would resolve these issues. Unfortunately, these errors have not gone 
away. We have a sticky session enabled for the mid tier, load balancing in all 
environments with no session timeout.

Here are our server setting for the 2 Mid Tiers:

Definition Change Check Interval (Seconds) = 3600
Session Timeout (Minutes) = 90
License Release Timeout (Seconds) = 60

Connection Pool Settings:
Connection Timeout (Minutes) = 0


Process Timeout (seconds) = 5
Floating License Timeout (hours) = 2
Currency Ratio Cache Refresh Interval (Minutes) / Client Refresh Interval = 60

External authentication server timeout (seconds) / RPC = 40



Any feedback would be greatly appreciated.




Thank you,
Heather Hutcheson
General Atomics | Information Technology
3550 General Atomics Ct. San Diego, CA 92121
heather.hutche...@ga.commailto:heather.hutche...@ga.com
PH: (858) 455-3366tel:%28858%29%20455-3366
_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_
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Anyone know how to contact Michael Boling

[Lippincott, Levi (OMA-GIS)]

We are looking for the 8.1 ODBC driver setup for our clients to install on 
their local machines and in this KB Article a Michael Boling built one for 7.1 
 7.6.03.
https://kb.bmc.com/infocenter/index?page=contentid=KA289117

I was able to get my hands on all of the appropriate 8.1 equivalent DLLs as are 
in his packages but I need help updating this driver.exe package to get it to 
work with the 8.1 drivers.


[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Mid Tier 8.1.01 Timeouts

[Lippincott, Levi (OMA-GIS)]

Has anyone ran into the issue where their users are timing out after an 
extremely low amount of time from the Mid Tier? This is even happening to some 
of our Fixed license users. They are getting session invalid errors after 
sometimes as little as 10 minutes.

[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.pnginline: image002.pnginline: image003.png

Re: Mid Tier 8.1.01 Timeouts

[Lippincott, Levi (OMA-GIS)]

Our Mid Tier is configured for the 90 minute default timeout with a 300 second 
license release. We went into our Tomcat settings and made its timeout 92 min 
just to ensure the settings in the Mid Tier are not being overrode by the 
Tomcat settings. Yet we have some users with Fixed licenses, who do not have a 
User Preference for Timeout configured, that are getting session inactive 
errors after sometimes as low as 10 minutes.

Was there another security setting you were wanting me to give details on?

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Tuesday, March 11, 2014 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 8.1.01 Timeouts

**
Does security have an application timeout?

Thank you,

Sandra Hennigan
Remedy Developer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lippincott, Levi (OMA-GIS)
Sent: Tuesday, March 11, 2014 4:26 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Mid Tier 8.1.01 Timeouts

**
Has anyone ran into the issue where their users are timing out after an 
extremely low amount of time from the Mid Tier? This is even happening to some 
of our Fixed license users. They are getting session invalid errors after 
sometimes as little as 10 minutes.

[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-


This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.pnginline: image002.pnginline: image003.png

Re: Mid Tier 8.1.01 Timeouts

[Lippincott, Levi (OMA-GIS)]

Sorry Dale, no Load balancer and no SSO. Relatively small environment. Users 
are connecting directly to the Mid Tier server and signing in. Authentication 
is happening through LDAP.

I will run some Plugin Logs to find out if may be something related to the LDAP 
authentication if you think that is a route to go.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dale Jones
Sent: Tuesday, March 11, 2014 3:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 8.1.01 Timeouts

**
Describe your environment (Load balancers?? or SSO??)

I recently had a 8.1.01 customer with Java SSO (Single Sign On) where we had to 
increase the Java SSO time deviation.

We were getting the following error in the Plugin Logs
Too much deviation between the token timestamp and the system time.

Once we increased the Deviation parameter the timeout issues stopped.

Take Care

Dale Jones
DCS
Raleigh, NC
919-523-6034

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Hennigan, Sandra [sandra.henni...@usdoj.gov]
Sent: Tuesday, March 11, 2014 4:33 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Mid Tier 8.1.01 Timeouts
**
Does security have an application timeout?

Thank you,

Sandra Hennigan
Remedy Developer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lippincott, Levi (OMA-GIS)
Sent: Tuesday, March 11, 2014 4:26 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Mid Tier 8.1.01 Timeouts

**
Has anyone ran into the issue where their users are timing out after an 
extremely low amount of time from the Mid Tier? This is even happening to some 
of our Fixed license users. They are getting session invalid errors after 
sometimes as little as 10 minutes.

[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-


This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.
_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
inline: image001.pnginline: image002.pnginline: image003.png

Re: Mid Tier 8.1.01 Timeouts

[Lippincott, Levi (OMA-GIS)]

There was almost nothing in the error logs except a bunch of: Qualification 
String length is zero returning null.

I will keep poking around... maybe there is some sort of keep alive setting on 
the router or something.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, March 11, 2014 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier 8.1.01 Timeouts

**
Ok...it's not an authentication issue.  The error of 'Session is invalid' is 
referring specifically to their session with Tomcat.  I would focus my 
attention on Tomcat at that point...is it bouncing on it's own, have you 
checked the logs for the timeframes that this seems to be happening and see if 
anything is happening over there?

On Tue, Mar 11, 2014 at 2:45 PM, Lippincott, Levi (OMA-GIS) 
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com wrote:
**
Sorry Dale, no Load balancer and no SSO. Relatively small environment. Users 
are connecting directly to the Mid Tier server and signing in. Authentication 
is happening through LDAP.

I will run some Plugin Logs to find out if may be something related to the LDAP 
authentication if you think that is a route to go.

Levi Lippincott / Remedy Administrator

+1 402 561 7014tel:%2B1%20402%20561%207014 office
+1 402 321 5421tel:%2B1%20402%20321%205421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Dale Jones
Sent: Tuesday, March 11, 2014 3:39 PM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Mid Tier 8.1.01 Timeouts

**
Describe your environment (Load balancers?? or SSO??)

I recently had a 8.1.01 customer with Java SSO (Single Sign On) where we had to 
increase the Java SSO time deviation.

We were getting the following error in the Plugin Logs
Too much deviation between the token timestamp and the system time.

Once we increased the Deviation parameter the timeout issues stopped.

Take Care

Dale Jones
DCS
Raleigh, NC
919-523-6034tel:919-523-6034

From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] on behalf of Hennigan, Sandra 
[sandra.henni...@usdoj.govmailto:sandra.henni...@usdoj.gov]
Sent: Tuesday, March 11, 2014 4:33 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Mid Tier 8.1.01 Timeouts
**
Does security have an application timeout?

Thank you,

Sandra Hennigan
Remedy Developer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lippincott, Levi (OMA-GIS)
Sent: Tuesday, March 11, 2014 4:26 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Mid Tier 8.1.01 Timeouts

**
Has anyone ran into the issue where their users are timing out after an 
extremely low amount of time from the Mid Tier? This is even happening to some 
of our Fixed license users. They are getting session invalid errors after 
sometimes as little as 10 minutes.

[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014tel:%2B1%20402%20561%207014 office
+1 402 321 5421tel:%2B1%20402%20321%205421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcator





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-


This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

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

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been

Re: Excel to Remedy

[Lippincott, Levi (OMA-GIS)]

My boss did something with buttons, scripting, and pushing to Remedy via web 
services I believe. The group he built it for didn't like it though and so we 
never went live with it. If you are curious I could get more detailed info if 
he still has it.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Tuesday, February 04, 2014 4:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Excel to Remedy

Hi,
You could use the .NET API that can utilise both VB and VB Script to achieve 
this requirement.
There are examples of using Excel and Scripting in the Samples directory.  This 
is available on the BMC Communities site.

 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young
Sent: 04 February 2014 21:59
To: arslist@ARSLIST.ORG
Subject: Excel to Remedy

User 7.6 Dev 8.1

Is there a way that when updating an Excel spreadsheet to make it talk to 
Remedy and update a field or location on a form per se.

If so, please let me know how or provide an example

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers 
Are, and have been for 20 years

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers 
Are, and have been for 20 years
This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Email Service Crashing - IMAP

[Lippincott, Levi (OMA-GIS)]

So we just recently migrated off MAPI to IMAP and from Exchange 2013 to an 
hMail server for our email. Since doing so our emails have been processing much 
faster and it no longer experiences the Exchange 2013 MAPI import problems.

However, now we have an issue where occasionally the Email Service will just 
stop processing inbound emails, like once or twice a day. Today I was able to 
get a copy of the log before someone else restarted the mail service, below is 
what the log file is spitting out.

Does anyone have any ideas what that could possibly mean and any advice on how 
to correct it?


Exception in thread AG005056AB6928BIdhSwaeQ-DAkbUD 
java.lang.NullPointerException
at javax.mail.internet.MimeMessage.isSet(MimeMessage.java:1931)
at com.sun.mail.imap.IMAPMessage.isSet(IMAPMessage.java:830)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:325)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)
at java.lang.Thread.run(Unknown Source)
Dec 13, 2013 11:11:39 AM com.bmc.arsys.emaildaemon.ThreadPool run
WARNING: Restarting Thread
Dec 13, 2013 11:12:24 AM com.sun.mail.util.BASE64DecoderStream decode
SEVERE: Error in encoded stream: found valid base64 character after a padding 
character (=), the 10 most recent characters were:  xmlns:v=3 
java.io.IOException: Error in encoded stream: found valid base64 character 
after a padding character (=), the 10 most recent characters were:  xmlns:v=3
at 
com.sun.mail.util.BASE64DecoderStream.decode(BASE64DecoderStream.java:284)
at 
com.sun.mail.util.BASE64DecoderStream.read(BASE64DecoderStream.java:135)
at java.io.FilterInputStream.read(Unknown Source)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.writeToTempFile(ReceiverModule.java:1434)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.createAttachmentEntry(ReceiverModule.java:1533)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.logMessage(ReceiverModule.java:915)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:327)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)
at java.lang.Thread.run(Unknown Source)
Exception in thread AG005056AB6928BIdhSwaeQ-DAkbUD 
java.lang.NullPointerException
at javax.mail.internet.MimeMessage.isSet(MimeMessage.java:1931)
at com.sun.mail.imap.IMAPMessage.isSet(IMAPMessage.java:830)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:325)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)
at java.lang.Thread.run(Unknown Source)
Dec 13, 2013 11:14:39 AM com.bmc.arsys.emaildaemon.ThreadPool run
WARNING: Restarting Thread



Thanks a lot!

[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.pnginline: image002.pnginline: image003.png

Re: Email Service Crashing - IMAP

[Lippincott, Levi (OMA-GIS)]

Andy,

I wish it was, sorry I should have specified. We are on 7.5 patch 008.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

Talent is a Gift; But Character is a Choice. -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox
Sent: Friday, December 13, 2013 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Service Crashing - IMAP

** I vaguely recall a number of email engine fixes regarding mime encoding on 
7.6.04 SP5 ... If that's applicable to your situation

- Andy

On Friday, December 13, 2013, Lippincott, Levi (OMA-GIS) wrote:
**
So we just recently migrated off MAPI to IMAP and from Exchange 2013 to an 
hMail server for our email. Since doing so our emails have been processing much 
faster and it no longer experiences the Exchange 2013 MAPI import problems.

However, now we have an issue where occasionally the Email Service will just 
stop processing inbound emails, like once or twice a day. Today I was able to 
get a copy of the log before someone else restarted the mail service, below is 
what the log file is spitting out.

Does anyone have any ideas what that could possibly mean and any advice on how 
to correct it?


Exception in thread AG005056AB6928BIdhSwaeQ-DAkbUD 
java.lang.NullPointerException
at javax.mail.internet.MimeMessage.isSet(MimeMessage.java:1931)
at com.sun.mail.imap.IMAPMessage.isSet(IMAPMessage.java:830)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:325)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)
at java.lang.Thread.run(Unknown Source)
Dec 13, 2013 11:11:39 AM com.bmc.arsys.emaildaemon.ThreadPool run
WARNING: Restarting Thread
Dec 13, 2013 11:12:24 AM com.sun.mail.util.BASE64DecoderStream decode
SEVERE: Error in encoded stream: found valid base64 character after a padding 
character (=), the 10 most recent characters were:  xmlns:v=3 
java.io.IOException: Error in encoded stream: found valid base64 character 
after a padding character (=), the 10 most recent characters were:  xmlns:v=3
at 
com.sun.mail.util.BASE64DecoderStream.decode(BASE64DecoderStream.java:284)
at 
com.sun.mail.util.BASE64DecoderStream.read(BASE64DecoderStream.java:135)
at java.io.FilterInputStream.read(Unknown Source)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.writeToTempFile(ReceiverModule.java:1434)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.createAttachmentEntry(ReceiverModule.java:1533)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.logMessage(ReceiverModule.java:915)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:327)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)
at java.lang.Thread.run(Unknown Source)
Exception in thread AG005056AB6928BIdhSwaeQ-DAkbUD 
java.lang.NullPointerException
at javax.mail.internet.MimeMessage.isSet(MimeMessage.java:1931)
at com.sun.mail.imap.IMAPMessage.isSet(IMAPMessage.java:830)
at 
com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:325)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)
at java.lang.Thread.run(Unknown Source)
Dec 13, 2013 11:14:39 AM com.bmc.arsys.emaildaemon.ThreadPool run
WARNING: Restarting Thread



Thanks a lot!




Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup



Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.comjavascript:_e(%7b%7d,%20'cvml',%20'levi.lippinc...@interpublic.com');
Lync Communcator




Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-


This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.
_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

Atrium Spoon Assistance

[Lippincott, Levi (OMA-GIS)]

Hello,

Hopefully someone here could help me out... have been banging my head against 
the wall with this error.

I have an LDAP query built that is throwing up the following error when using a 
Dynamic filter string :

2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : Exception :
2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : Dynamic filter string fieldname is missing!
2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : org.pentaho.di.core.exception.KettleException:
2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : Dynamic filter string fieldname is missing!
2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : 
org.pentaho.di.trans.steps.ldapinput.LDAPInput.dynamicSearch(Unknown Source)
2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : 
org.pentaho.di.trans.steps.ldapinput.LDAPInput.getOneRow(Unknown Source)
2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : 
org.pentaho.di.trans.steps.ldapinput.LDAPInput.processRow(Unknown Source)
2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : org.pentaho.di.trans.step.RunThread.run(Unknown Source)
2013/11/25 11:31:11 - LDAP Input.0 - ERROR (version 4.1.0, build 1 from 
2012-11-06 13.20.53) : java.lang.Thread.run(Unknown Source)

If I run the preview on the previous step that is supplying the dynamic filter 
string it is successfully spitting out the query:
((objectclass=user) (whenChanged=20131120135443.0Z) (|(ExtensionAttribute7=U) 
(ExtensionAttribute7=2)))

Any ideas on where to go with this?

[Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.pnginline: image002.pnginline: image003.png

Inbound Email Issue - 7.5

[Lippincott, Levi (OMA-GIS)]

Hello,
Our inbound emails are processing VERY sporadically (and frequently fails to 
process any at all).Sometimes it will set the emails to read but will not 
delete them, other times it will not even read them.  We have tried moving the 
emails out of the mailbox and feeding them in 1 at a time.  We have tried 
restarting the email service, the ARS Service, changing our polling, we 
verified our heap size is min 256 max  1024 and we are at 50mb while resting.  
We changed the chunk size from 100 to 5000 and we changed the 
IncomingMessagesQueueSize from 100 to 20.  I also added the 
NumberOfSenderThreads = 5 to the EmailDaemon properties.  We have analyzed our 
indexes and make adjustments accordingly.  Nothing seems to be helping.  This 
is a production issue that is critical to our business.

Windows 2008 r2 64-bit
SQL
ARS 7.5.00 patch 007
CMDB 7.5.00 patch 005
ITSM 7.5.01 patch 002
SLM 7.5 patch 001


[Description: Description: cid:411C7191-C84A-4BC4-84A6-03A2A02A75D5]





Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup




Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com





Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-

This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.pnginline: image002.pnginline: image003.png

Re: Inbound Email Issue - 7.5

[Lippincott, Levi (OMA-GIS)]

It has not been, I cancel it every time it comes up asking to update on our 
Production server because I do not want to break anything.

We have Java version: Version 6 Update 25

Levi

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
Sent: Thursday, October 17, 2013 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Inbound Email Issue - 7.5

**
Was your java recently updated that might be something you may want to look at

Sent from my iPhone

On Oct 17, 2013, at 16:33, Lippincott, Levi (OMA-GIS) 
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com wrote:
**
Hello,
Our inbound emails are processing VERY sporadically (and frequently fails to 
process any at all).Sometimes it will set the emails to “read” but will not 
delete them, other times it will not even read them.  We have tried moving the 
emails out of the mailbox and feeding them in 1 at a time.  We have tried 
restarting the email service, the ARS Service, changing our polling, we 
verified our heap size is min 256 max  1024 and we are at 50mb while resting.  
We changed the chunk size from 100 to 5000 and we changed the 
IncomingMessagesQueueSize from 100 to 20.  I also added the 
NumberOfSenderThreads = 5 to the EmailDaemon properties.  We have analyzed our 
indexes and make adjustments accordingly.  Nothing seems to be helping.  This 
is a production issue that is critical to our business.

Windows 2008 r2 64-bit
SQL
ARS 7.5.00 patch 007
CMDB 7.5.00 patch 005
ITSM 7.5.01 patch 002
SLM 7.5 patch 001


image001.png

image002.png

image002.png

Connect with us:interpublic.comhttp://www.interpublic.com/

Twitterhttps://twitter.com/#%21/interpublicipg

Facebookhttps://www.facebook.com/InterpublicGroup

image003.png


Levi Lippincott / Remedy Administrator
+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com
Lync Communcatorsip:levi.lippinc...@na.corp.ipgnetwork.com


image003.png


Interpublic Group  6825 Pine Street, Omaha, NE 68106


Talent is a Gift; But Character is a Choice. -Matt Grotewold-


This message contains information which may be confidential and privileged. 
Unless you are the intended recipient (or authorized to receive this message 
for the intended recipient), you may not use, copy, disseminate or disclose to 
anyone the message or any information contained in the message.  If you have 
received the message in error, please advise the sender by reply e-mail, and 
delete the message.  Thank you very much.
_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