Table Fields in Smart IT

[Brittain, Mark]

Hi All

I am sure everyone on the list has at some point added a table field either to 
an OTB or custom form and know the power of being able to collect and provide 
access to the information our end users need. One of the current shortcomings 
in Smart IT is the inability to create add table fields. This makes for a huge 
challenge for me and if it does for you too, I ask that you vote up the idea 
listed below.

https://communities.bmc.com/ideas/19715

Mark

Mark Brittain | Senior System Engineer | O 315-634-9337
125 Elwood Davis Road | Syracuse 13212

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Set Field in Smart IT

[Brittain, Mark]

HI All & TGIF

Probably know the answer but thought I would ask anyway. Is there a way to do 
like a set field based on a status selection?

Have an requirement for the user to post the answers to questions in the 
Resolution field when the status is set to resolved. Easy in ITSM/mid-tier with 
a couple of pop up questions. Thought maybe I could set the questions in the 
resolution field on resolve and go from there. Really don't want to set on 
create as that would look goofy. Any ideas much appreciated.

ARS 18.08
ITSM 18.08
Smart IT 18.08

Thanks
Mark

Mark Brittain | Senior System Engineer | O 315-634-9337
125 Elwood Davis Road | Syracuse 13212
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RE: How to consume Rest API within BMC Remedy version 9.1.04 ?

[Walters, Mark]

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  On Behalf Of Dinesh Gottipati
Sent: 19 March 2019 15:10
To: ARSList 
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<https://communities.bmc.com/docs/DOC-48676> 
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. 
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RE: Gather info without a write license

[Walters, Mark]

Yes, read licenses allow submission of new requests – see 
https://docs.bmc.com/docs/ars1808/license-types-for-users-to-access-bmc-remedy-ar-system-server-820496984.html

From: ARSList  On Behalf Of Satya Miller
Sent: 01 March 2019 14:54
To: ARSList 
Subject: [EXTERNAL] Gather info without a write license

Morning,

Hoping someone has a quick answer.  I’ve been asked to create a form to 
basically create a questionnaire in Remedy that will be sent out to specific 
users to complete.  This information will not be integrated into any of the out 
of the box Remedy data.  We’d need the users to log into Remedy so it tracks 
who filled out the form, etc.  is there a way to do this without a write 
license?
BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in England No. 
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RE: Threads Min and Max

[Walters, Mark]

Have a read of the two posts referenced here - 
https://communities.bmc.com/thread/100214?start=0

Also, it has been suggested that, for AR 9.x, it is better to use the same 
value for MIN and MAX as this allow Java to create the threads in the most 
optimal manner and may yield a performance gain vs threads created over time.  
I’ve not seen any data to back up though.

Escalation threads are also a special case – here the MIN/MAX should always be 
the same and should match the number of escalation pools that you are using.

https://docs.bmc.com/docs/ars1808/escalations-820498777.html

From: ARSList  On Behalf Of Thomas Miskiewicz
Sent: 13 February 2019 09:57
To: ARSList 
Subject: [EXTERNAL] Threads Min and Max

Hi Listers,

in Server Information on Ports and Queues we got these settings:

[11845581.gif]

What is the meaning of Min and Max, min in particular? I’ve seen the suggestion 
to set it to 1 to 11 and other times 11 to 11. What the difference? Both seems 
to work…


Thank you

Thomas
BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in England No. 
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RE: Java 9 or later for Remedy?

[Walters, Mark]

Regarding BMC’s position on the Java licensing changes – see 
https://communities.bmc.com/docs/DOC-108051

I’m afraid I can’t comment on upcoming releases but you would hope it would be 
around the time the Java changes come into effect ☺

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: 10 October 2018 15:09
To: ARSList 
Subject: Re: Java 9 or later for Remedy?

Hi,

Thank you for the information.

We now have Java 11 I guess, so I guess it is time for Remedy to move on...

A customer of mine is concerned by the fact that the cost of using Java 8 will 
increase significantly after January 2018 which seems to be corroborated to 
some extent by the Oracle web site: 
https://www.oracle.com/technetwork/java/javase/eol-135779.html<https://urldefense.proofpoint.com/v2/url?u=https-3A__www.oracle.com_technetwork_java_javase_eol-2D135779.html=DwMFaQ=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=tPMpdg1l8D1lzyzE-xoa0XrGmcAGt3781EL-e9dAnSw=P5AraPKciRbxdRViV0ujBDH3-rWDsaaZDJic_jLZyjU=vPYRL_1OI4puDqQn_-UbDxfSSriQAh5tfTqObz7NCEY=>

So when is the next release of Remedy due, and are they working on Java 11 
support?

Best Regards - Misi, RRR AB, 
http://www.rrr.se<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.rrr.se=DwMFaQ=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=tPMpdg1l8D1lzyzE-xoa0XrGmcAGt3781EL-e9dAnSw=P5AraPKciRbxdRViV0ujBDH3-rWDsaaZDJic_jLZyjU=zxYKNcqr87bJQaM-6BAuVGgLASPAKIjVKhYhuPCz_4k=>
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at 
http://rrr.se<https://urldefense.proofpoint.com/v2/url?u=http-3A__rrr.se=DwMFaQ=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=tPMpdg1l8D1lzyzE-xoa0XrGmcAGt3781EL-e9dAnSw=P5AraPKciRbxdRViV0ujBDH3-rWDsaaZDJic_jLZyjU=56vGw8mxqNl1a2RUdbRk26ZwrfAvO9O04-xJiQ59FVU=>




October 10, 2018 2:20 PM, "Walters, Mark" 
mailto:%22Walters,%20mark%22%20%3cmark_walt...@bmc.com%3e>>
 wrote:

Yes, the server won’t start Java 9 for some reason and, as both 9 and 10 are 
short term support versions, I don’t think there’s going to be much effort to 
fix this. My understanding is that changes will be made for Java 11 in a future 
release.

Mark

From: ARSList 
[mailto:arslist-boun...@arslist.org<mailto:mailto:arslist-boun...@arslist.org>] 
On Behalf Of Misi Mladoniczky
Sent: 10 October 2018 13:06
To: arslist@arslist.org<mailto:arslist@arslist.org>
Subject: Java 9 or later for Remedy?

Hi,

The compatibility matrix for version 18.08 of Remedy AR System Server states 
that:
"Java 9 (or higher) is not supported for any version of Remedy AR System across 
any platform/operating system."

Has anyone tried to run it on version 9 (or higher)?

Best Regards - Misi, RRR AB, 
http://www.rrr.se<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.rrr.se=DwMFaQ=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=tPMpdg1l8D1lzyzE-xoa0XrGmcAGt3781EL-e9dAnSw=0yGv9Wd0XoCWGKIHRB2X1fELGrWNZb5Y_13lNccE1UY=6R0dtePHpj0CserbXbZyOK3qIfkyeHtZ8TAQ6j_1EZs=>
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at 
http://rrr.se<https://urldefense.proofpoint.com/v2/url?u=http-3A__rrr.se=DwMFaQ=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=tPMpdg1l8D1lzyzE-xoa0XrGmcAGt3781EL-e9dAnSw=0yGv9Wd0XoCWGKIHRB2X1fELGrWNZb5Y_13lNccE1UY=t0wSml69FLJ_HGgGeJVRouB7qduzxZnBPI8TgKcYX_k=>
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the sender immediately.
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RE: Java 9 or later for Remedy?

[Walters, Mark]

Yes, the server won’t start Java 9 for some reason and, as both 9 and 10 are 
short term support versions, I don’t think there’s going to be much effort to 
fix this.  My understanding is that changes will be made for Java 11 in a 
future release.

Mark
From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: 10 October 2018 13:06
To: arslist@arslist.org
Subject: Java 9 or later for Remedy?

Hi,

The compatibility matrix for version 18.08 of Remedy AR System Server states 
that:
"Java 9 (or higher) is not supported for any version of Remedy AR System across 
any platform/operating system."

Has anyone tried to run it on version 9 (or higher)?

Best Regards - Misi, RRR AB, 
http://www.rrr.se<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.rrr.se=DwMFaQ=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=tPMpdg1l8D1lzyzE-xoa0XrGmcAGt3781EL-e9dAnSw=0yGv9Wd0XoCWGKIHRB2X1fELGrWNZb5Y_13lNccE1UY=6R0dtePHpj0CserbXbZyOK3qIfkyeHtZ8TAQ6j_1EZs=>
 (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at 
http://rrr.se<https://urldefense.proofpoint.com/v2/url?u=http-3A__rrr.se=DwMFaQ=UrUhmHsiTVT5qkaA4d_oSzcamb9hmamiCDMzBAEwC7E=tPMpdg1l8D1lzyzE-xoa0XrGmcAGt3781EL-e9dAnSw=0yGv9Wd0XoCWGKIHRB2X1fELGrWNZb5Y_13lNccE1UY=t0wSml69FLJ_HGgGeJVRouB7qduzxZnBPI8TgKcYX_k=>
BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
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Escalation Error

[Brittain, Mark]

HI All

I am seeing two strange escalation errors that I can't identify based on the 
logs.

An application command failed.ERROR (552): The SQL database operation failed.; 
ORA-00932: inconsistent datatypes: expected - got CLOB`

Error while performing escalation action

Both are in pool 1.

I have been able to rule out any custom escalations, very few, and am hoping 
not to have to check each OTB escalation if hopes of finding the bad guys. Has 
anyone encountered this.

ARS 9.1.4.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
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Re: Data Migration after upgrade from 2 disparate ITSM instances

[Mark Herring]

Hi Karthik,

Yes you can use ITSM Bridge to do this;

When migrating from Instance B, define the primary key for each form mapping in 
the form mapping definition.  Then you can control the behaviour as follows:

If the target record exists on your new instance and you don’t want to 
over-write, set the option to skip.
If the target record exists and you want to update it with values from instance 
B, set the option to Update.
If the target record exists but you want to create another copy - use the 
assignment mapping to prefix or suffix the primary key field to make the target 
record unique.

Hope that helps

Mark Herring

itsmbridge.com



















> On 3 Jul 2018, at 11:00, arslist-requ...@arslist.org wrote:
> 
> Send ARSList mailing list submissions to
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> 
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> 
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of ARSList digest..."
> 
> 
> Today's Topics:
> 
>   1. RE: Renaming Business Service Names (Ben Chernys)
>   2. Data Migration after upgrade from 2 disparate ITSM instances
>  (karthik manoharan)
>   3. Data Migration after upgrade from 2 disparate ITSM instances
>  (Manoharan, Karthik)
> 
> 
> --
> 
> Message: 1
> Date: Mon, 2 Jul 2018 09:12:31 -0600
> From: "Ben Chernys" 
> To: "'ARSList'" 
> Subject: RE: Renaming Business Service Names
> Message-ID: <55cbd01d41217$1ad37340$507a59c0$@softwaretoolhouse.com>
> Content-Type: text/plain; charset="us-ascii"
> 
> Meta-Databot works like the BMC Data Wizard but is automated and extensible.
> It processes spreadsheets of changes.  
> 
> 
> 
> Putting up a new Data admin config is as easy as adding a new sheet to the
> configuration Excel file.
> 
> 
> 
> Meta-Databot is free with Meta-Update and we would put up the new
> configuration sheet for you.
> 
> 
> 
> 
> 
> 
> Cheers,
> 
> Ben Chernys
> Senior Software Architect
> 
> 
> Canada / Deutschland
> Mobile:+49 171 380 2329   GMT - 7 + [ DST ]
> 
> Mobile +1 403  554 0887
> Email:<mailto:ben.cher...@softwaretoolhouse.com>
> ben.cher...@softwaretoolhouse.com
> Web:  <http://www.softwaretoolhouse.com/> www.softwaretoolhouse.com
> 
> We are a BMC Technology Alliance Partner
> 
> 
> 
> 
> 
> Check out Software Tool House's free Diary Editor and our  Freebies Section
> for ITSM Forms and Fields spreadsheet.
> 
> <http://www.softwaretoolhouse.com/product/SthMupd/index.html> Meta-Update,
> our premium ARS Data tool, lets you automate your imports, migrations, in no
> time at all, without programming, without staging forms, without merge
> workflow. 
> 
> 
> 
> <http://www.softwaretoolhouse.com/product/SthArch/index.html> Meta-Archive
> does ITSM Archiving your way: with your forms and your multi-tenant rules,
> treating each root request as a complete tree and checking associatuions.
> Archive output to different servers, HTML pages with links to attachments or
> archive forms.
> 
> 
> 
> <http://www.softwaretoolhouse.com/product/Databot/index.html> Meta-Databot
> is an automated, extensible BMC Data Wizard.  It reads a file of data
> changes and sports an Undo feature.
> 
> 
> 
> Pre ITSM 9.1.04?  Clarify?  HP? Roll your own?  No problem!  You can keep
> your valuable data!
> 
> 
> <http://www.softwaretoolhouse.com/> http://www.softwaretoolhouse.com/  
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> 
> From: ARSList  On Behalf Of
> gurupra...@trimeg.co.uk
> Sent: June-29-18 9:47 AM
> To: arslist@arslist.org
> Subject: Renaming Business Service Names
> 
> 
> 
> Hi Guys,
> 
> Is there any easy way of renaming the business service CI in ITSM and its
> related transactional references in the system ie. Incident, change etc ?
> 
> 
> 
> Regards,
> 
> Guru
> 
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Unsubscribe

[Mark Rushton]

Sent from my iPhone 6 

> On 26 Mar 2018, at 19:28, Tauf Chowdhury  wrote:
> 
> Totally doing this from memory but I’m pretty sure the reason is that the 
> query is looking at the product catalog form and timing out. You can try to 
> be more specific in your query or do some tuning on those tables. 
> 
> 
> Sent from my iPhone
> 
>> On Mar 26, 2018, at 2:03 PM, LJ LongWing  wrote:
>> 
>> Well, for #1, you are issuing a query to the db that's not returning in the 
>> 120 second timeoutfor #2 you are getting disconnected from the 
>> DBboth scenarios are pointing to a DB that is either overwhelmed, or 
>> under performing...I would highly recommend working with your DBA to figure 
>> out what's happening at the DB level first.
>> 
>>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar  wrote:
>>> Hi All,
>>> 
>>> We are facing below issue in our environment which causes a higher impact 
>>> and Business critical.
>>>  
>>> SRM Fulfillment requests are not getting generated.
>>>  
>>> The requests are getting struck in the CAI Events form in the Running 
>>> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>>> We could see that PDT’s are also not getting connected to the Service 
>>> Requests. (adding screenshot).
>>>  
>>> 
>>> 
>>> We are getting time out errors in the plugin and ARERR logs for the certain 
>>> requests.
>>>  
>>> Error-1:
>>>  
>>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] 
>>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker 
>>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of 
>>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. 
>>> ERROR (94): Timeout during database query -- consider using more specific 
>>> search criteria to narrow the results, and retry the operation; 
>>> ATVIEUUSMS006:2000 ONC/RPC call timed out
>>>  
>>> Error-2:
>>>  
>>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. (ARERR 
>>> 552)
>>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>>> Process ID: 315236
>>> Session ID: 411 Serial number: 60447
>>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET 
>>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 
>>> = 'PDT5704'
>>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE 592)
>>> 
>>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are not 
>>> able to create any request fulfillment after that.  Then we need to 
>>> manually release.
>>>  
>>> Has one faced this kind of issues.
>>> 
>>> Thanks,
>>> Dinesh kumar.
>>> 
>>> --
>>> ARSList mailing list
>>> ARSList@arslist.org
>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>> 
>> 
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Smart IT and Character Menus

[Brittain, Mark]

Hi All

In the process of implementing ITSM 9 and Smart IT 1.5. In ITSM I have a 
character menu on a custom field in the Incident that I have successfully added 
to the Smart IT. In Smart IT the field is type ahead only (Start typing). 
Is there a way to make it a drop down like it is in ITSM? Really don't want 
have to use a selection field in place of the character field if it can be 
avoided.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
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RE: [ARS Upgrade] Could not start AR Server in timely manner

[Walters, Mark]

The upgrade process involves the installer directly connecting to the database 
to make some changes, the copying of updated binary files and then the server 
is started to import defs/data.  The error you're seeing is reporting that the 
server was restarted but the installer was unable to confirm that it had 
started successfully.  It checks the status by attempting to connect to the 
server.  To try and find out why the server was unable to start and accept 
connections you need to look at the server side logging.   By that I mean 
arerror.log, arexception.log, ardebug.log and armonitor.log.  I would expect at 
least one of these to give some clue as to what the problem was.  The timeout 
in the installer is 2 hours so you want to look around 10:40 in the logs, this 
should be the first time the 9.x version started.

Mark

-Original Message-
From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Thomas 
Miskiewicz
Sent: 05 March 2018 17:19
To: ARSList <arslist@arslist.org>
Subject: [ARS Upgrade] Could not start AR Server in timely manner

Hi there,

we’ve been trying to upgrade form 7.6.04 SP5 to 9.1.04 or at least 9.1.03. And 
guess what. Yep, it doesn’t work!

We’ve been waiting for the BMC Support and Engineering 2 months now. They just 
don’t know what their product doesn’t work. Epic!

They left me with no choice but to play hard ball and ask ARSLIST! LOL

LOG EVENT {Description=[Failed to execute pingARServerWhileStarting]} (Mar 05 
2018 12:41:02.824 PM 
+0100),SEVERE,com.bmc.smbu.install.common.rule.engine.ar.state.change.UnixArStateChangeStrategy,
LOG EVENT {Description=[Failed to start service arsschul],Detail=[Could not 
start AR Server in timely manner]} (Mar 05 2018 12:41:02.824 PM 
+0100),SEVERE,com.bmc.install.task.InstallationStateHelper,
LOG EVENT {Description=[AR System Server  failed],Detail=[featureARServer]} 
(Mar 05 2018 12:41:02.825 PM 
+0100),SEVERE,com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerStartRuleEngineInstallerExecutorTask,
LOG EVENT 
{Description=[[wait=240,exitCodeInterpreter=STANDARD]],Detail=[java.lang.Exception:
 Could not start AR Server in timely manner]} (Mar 05 2018 12:41:02.826 PM 
+0100),SEVERE,com.bmc.install.task.InstallationStateHelper,
LOG EVENT {Description=[AR System Server  failed],Detail=[featureARServer]}

Any idea what is to do?


Thomas
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RE: Increment a character "number"

[Brittain, Mark]

Awesome as always LJ. Thank you.

Mark

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of LJ LongWing
Sent: Monday, February 26, 2018 10:07 AM
To: ARSList <arslist@arslist.org>
Subject: Re: Increment a character "number"

Grab the RIGHT($field$, 4) and put it into an integer field, increment that 
field, then use an LPAD to re-add the ABC to it as necessary.

On Mon, Feb 26, 2018 at 7:43 AM, Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
HI All

I have a requirement to take a number such as ABC0005 in a character field and 
automatically increment. The case is I have a form where I list the first 
number (ABC001) and the quantity (5). When the create button is selected, there 
would be a push field to create a new record (x5) with sequential numbers  
(ABC001, ABC002, ABC003, ABC004, ABC005). Anyone do something like that?

ARS 9.1

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337<tel:(315)%20634-9337>
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Increment a character "number"

[Brittain, Mark]

HI All

I have a requirement to take a number such as ABC0005 in a character field and 
automatically increment. The case is I have a form where I list the first 
number (ABC001) and the quantity (5). When the create button is selected, there 
would be a push field to create a new record (x5) with sequential numbers  
(ABC001, ABC002, ABC003, ABC004, ABC005). Anyone do something like that?

ARS 9.1

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]

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RE: Pentaho Spoon

[Walters, Mark]

You don’t mention you version but I think are hotfixes to address this – see 
https://communities.bmc.com/docs/DOC-62897 or contact Support for details.

Mark

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Grooms, 
Frederick W
Sent: 15 February 2018 16:06
To: 'ARSList' <arslist@arslist.org>
Subject: Pentaho Spoon

Our security team has recently started doing additional scans of our servers 
and we started getting errors on the Remedy systems stating that HTTP TRACE was 
enabled.  I tracked it down to the embedded Jetty inside the Pentaho Spoon 
(Atrium Integrator) process.

Does anyone know how to disable the HTTP TRACE method of the embedded Jetty?

Thanks
Fred
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 
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RE: Remedy History Question

[Walters, Mark]

From the 4.5.2 comp matrix…

Sun
SPARC

Solaris 2.6, 7, 8


  *   Sybase 11.9.2, 12.0
  *   Oracle 8.0.5*, 8.0.6*, 8.1.5*, 8.1.6 (8i rel.2), 8.1.7
  *   Informix ONLINE 7.3, 9.2 (IDS 2000)
  *   Flat File



From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Dave Barber
Sent: 05 January 2018 10:53
To: ARSList 
Subject: Remedy History Question

Morning all,
Hopefully a simple question for someone here - what versions of Solaris were 
Remedy 4.5 supported on?
We have an old instance that refuses to go away, attempts at migrating the data 
to another platform often seem to get nowhere (people actually admit to liking 
the Remedy system!).  Latest idea from some bright spark is to migrate the 
existing system to a virtualised environment ... Personally believe that moving 
an unsupported application on an unsupported platform to a platform/application 
combination that was never supported is possibly a bigger business risk than 
just keeping on the currently unsupported combination.
Regards
Dave Barber
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.
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Re: Remedy 7.6.04 - Appears ARERR 307 each time I try creating relationship with other incident

[Brittain, Mark]

Chances are there is workflow that verifies either a field is not blank. Turn 
on filter logging in the client and repeat the task you are performing. Chances 
are the logs will lead you to the issue.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Natalia Cuesta
Sent: Wednesday, November 22, 2017 11:45 AM
To: arslist@ARSLIST.ORG
Subject: Remedy 7.6.04 - Appears ARERR 307 each time I try creating 
relationship with other incident

**
Hi all,

Your help please, each time I try to creating a relationship in Incident 
Management (Remedy 7.6.04), appears ARRERR 307 Required field can not be blank 
message.

I reviewed the users and they had not error, so I checked the fields and there 
are not required fields in blank.

What can I do to resolve the issue?

Thank you for your help.

Best regards,

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

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Knowledge Transfer

[Brittain, Mark]

Hi All

Has anyone been able to do an export of articles from SharePoint and import to 
the v9 KM? If some so, how was it done and were there any issues. Have the 
latest versions of both. ARS is in a Linux environment.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Re: TNS:listener does not currently know of service requested in connect descriptor

[Walters, Mark]

Check the arsystem_install.log in the temp directory – what values do you have 
for

  LOG EVENT {Description=[SET PROPERTY 
BMC_DATABASE_ORACLE_CONNECTION_IDENTIFIER],Detail=[]}
  LOG EVENT {Description=[SET PROPERTY 
BMC_DATABASE_ORACLE_SID_OR_SERVICE],Detail=[true]}
  LOG EVENT {Description=[SET PROPERTY BMC_DATABASE_INSTANCE],Detail=[orcl]}

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
Sent: 07 November 2017 22:04
To: arslist@ARSLIST.ORG
Subject: TNS:listener does not currently know of service requested in connect 
descriptor

**
Hello there,

yet another upgrade from 7.6.x to 9.1.3:

(Nov 07 2017 10:56:32.632 PM 
+0100),WARNING,com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerDatabaseInformationValidationTask,
  LOG EVENT {Description=[validateExistsAndCredentialsValid() -> Failed to 
check database connectionSQLMesage=Listener refused the connection with the 
following error:
ORA-12514, TNS:listener does not currently know of service requested in connect 
descriptor
SQLErrorCode=12514],Detail=[java.sql.SQLRecoverableException: Listener refused 
the connection with the following error:
ORA-12514, TNS:listener does not currently know of service requested in connect 
descriptor
]}
(Nov 07 2017 10:57:05.181 PM +0100),CONFIG,Command return code,
  LOG EVENT {Description=[0]}
(Nov 07 2017 10:57:05.185 PM +0100),INFO,setup,
  PROGRESS EVENT {Description=[Unpacked payload entry],Progress=[100],Detail=[1 
of 1]}
(Nov 07 2017 10:57:05.192 PM +0100),INFO,setup,
  LOG EVENT {Description=[Extracted payload entry count],Detail=[1]}

Why can’t this dumbo installer even mention what connect descriptor it’s trying 
to use?

Is there any debug mode? Any ideas why it cannot connect?

The connect string I’m using is definitely working when I try sqlplus 
aradmin@ARSENTW

But unless we find out what this installer is trying to we can just speculate 
about the root cause…



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

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Menu on same field

[Brittain, Mark]

Hi All

This is one of those case where I did something years ago and can't remember 
how I did it. Hoping someone can assist.

Have 10 records and the First Name field contains Joe, Joe, Bob, Joe, Mike, 
Joe, Bob, Mike, Joe and Bill.

On the same field I want have a menu that searches on the First Name field and 
displays Bill, Bob, Joe, Mike.

If I create a new record I could use the existing names or type in a new one. 
If the new record was for Mary, after submit, the menu would contain Bill, Bob, 
Joe, Mary, Mike

I just know this is simple enough to do, but it was about 10 years last time I 
did it. Any suggestions would be greatly appreciated.

ARS 9.1

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Re: Unable to send alerts - failed to dispatch alert message

[Walters, Mark]

I had a thought – was your client developed using the Remedy API?  If so try 
setting a client type value of AR_CLIENT_TYPE_ALERT (21) in the session 
configuration and see if that helps.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nagidi Pavan
Sent: 20 September 2017 11:19
To: arslist@ARSLIST.ORG
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Sure Mark.

Thanks
Pavan

On Wed, Sep 20, 2017 at 3:25 PM, Walters, Mark 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
I’m not clear on the overall process you’re using but it sounds as though 
there’s come change in 9.1 that’s broken your integration.  Whether that’s 
something in your client or on BMC’s end I don’t know, I suggest you open a 
case with support and see what they have to say once they have all the details.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 20 September 2017 10:37

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Yes Mark. 9.1.03 failing to send data to client. Client server accepts the data 
from the AR server and process that internally.

Thanks
Pavan

On Wed, Sep 20, 2017 at 3:01 PM, Walters, Mark 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
So if you send an alert to your custom client from a 7604 system it behaves as 
expected but a 9103 server reports the error?   It sounds as though the 9103 
server is trying some sort of negotiation with the client but it’s not getting 
what it expects.  What does your client do – how was it written?  Does it just 
accept the data sent?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 20 September 2017 10:22

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Mark,

Its a fresh installation. I have 7.6.04(On Linux) in another system and 
9.1.03(On windows) on another system. I have installed alert client on windows 
machine where I have installed 9.1.03 and I can see alert tool poping up 
notifications. As you mentioned, it seems a problem with the server negotiating 
a connection with your client.  What exactly you are looking for setup so that 
I pass that information.

Thanks
Pavan

On Tue, Sep 19, 2017 at 4:33 PM, Walters, Mark 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
So you’ve written a client which registers with the server to receive alerts 
and have workflow generating alerts to send to this client?  If that’s the case 
then the plugin is not used as far as I am aware, it’s a problem with the 
server negotiating a connection with your client.  Can you provide a more 
detailed description of your setup?   The setup is the same as you had in 7604 
and you have just upgraded ARS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 19 September 2017 10:48
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Hi Mark,

Thanks for your response. I have a socket program which is listening for 
incoming data on port . If any alert comes it receives and parse the 
information.
I have configured the same in 7.6.04 and that worked. It's a Linux machine.
Now I'm trying that on 9.1.03 ARS installed on windows machine but that's not 
working.

Please let me know if you need any clarification!

Thanks
pavan

On 19-Sep-2017 12:41 PM, "Walters, Mark" 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
What’s the client you’re sending the alerts to?  The plugin you’re using is 
expecting to connect to a webservice when it dispatches the alert but I’m not 
clear on your setup.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 19 September 2017 03:32
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Unable to send alerts - failed to dispatch alert message

**
Hi Guys,

I am using alert mechanism to send alerts to an external socket which is 
listening on port .

I have configured the alert plugin as specified in 
https://docs.bmc.com/docs/display/public/ars81/AR+Alert+plug-in+configuration

I am using AR - Plugin instead of webservices. When I register a user and 
trigger an alert I am getting the below message and my socket program is not 
receiving any information. Please let me know your thoughts.

Tue Sep 19 00:16:43.252 2017
/* Tue Sep 19 2017 00:16:43.2520 
*/ failed to d

Re: Unable to send alerts - failed to dispatch alert message

[Walters, Mark]

I’m not clear on the overall process you’re using but it sounds as though 
there’s come change in 9.1 that’s broken your integration.  Whether that’s 
something in your client or on BMC’s end I don’t know, I suggest you open a 
case with support and see what they have to say once they have all the details.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nagidi Pavan
Sent: 20 September 2017 10:37
To: arslist@ARSLIST.ORG
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Yes Mark. 9.1.03 failing to send data to client. Client server accepts the data 
from the AR server and process that internally.

Thanks
Pavan

On Wed, Sep 20, 2017 at 3:01 PM, Walters, Mark 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
So if you send an alert to your custom client from a 7604 system it behaves as 
expected but a 9103 server reports the error?   It sounds as though the 9103 
server is trying some sort of negotiation with the client but it’s not getting 
what it expects.  What does your client do – how was it written?  Does it just 
accept the data sent?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 20 September 2017 10:22

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Mark,

Its a fresh installation. I have 7.6.04(On Linux) in another system and 
9.1.03(On windows) on another system. I have installed alert client on windows 
machine where I have installed 9.1.03 and I can see alert tool poping up 
notifications. As you mentioned, it seems a problem with the server negotiating 
a connection with your client.  What exactly you are looking for setup so that 
I pass that information.

Thanks
Pavan

On Tue, Sep 19, 2017 at 4:33 PM, Walters, Mark 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
So you’ve written a client which registers with the server to receive alerts 
and have workflow generating alerts to send to this client?  If that’s the case 
then the plugin is not used as far as I am aware, it’s a problem with the 
server negotiating a connection with your client.  Can you provide a more 
detailed description of your setup?   The setup is the same as you had in 7604 
and you have just upgraded ARS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 19 September 2017 10:48
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Hi Mark,

Thanks for your response. I have a socket program which is listening for 
incoming data on port . If any alert comes it receives and parse the 
information.
I have configured the same in 7.6.04 and that worked. It's a Linux machine.
Now I'm trying that on 9.1.03 ARS installed on windows machine but that's not 
working.

Please let me know if you need any clarification!

Thanks
pavan

On 19-Sep-2017 12:41 PM, "Walters, Mark" 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
What’s the client you’re sending the alerts to?  The plugin you’re using is 
expecting to connect to a webservice when it dispatches the alert but I’m not 
clear on your setup.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 19 September 2017 03:32
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Unable to send alerts - failed to dispatch alert message

**
Hi Guys,

I am using alert mechanism to send alerts to an external socket which is 
listening on port .

I have configured the alert plugin as specified in 
https://docs.bmc.com/docs/display/public/ars81/AR+Alert+plug-in+configuration

I am using AR - Plugin instead of webservices. When I register a user and 
trigger an alert I am getting the below message and my socket program is not 
receiving any information. Please let me know your thoughts.

Tue Sep 19 00:16:43.252 2017
/* Tue Sep 19 2017 00:16:43.2520 
*/ failed to dispatch alert message:
java.lang.IllegalStateException: Message serializer not found for client 
version 0
at 
com.bmc.arsys.server.domain.alert.impl.SocketAlertDispatcher$SocketAlertDispatcherSession.dispatchMessage(SocketAlertDispatcher.java:386)
 ~[bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.SocketAlertDispatcher$SocketAlertDispatcherSession.dispatch(SocketAlertDispatcher.java:356)
 ~[bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.AlerterImpl.sendSocketBasedAlert(AlerterImpl.java:437)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.imp

Re: Unable to send alerts - failed to dispatch alert message

[Walters, Mark]

So if you send an alert to your custom client from a 7604 system it behaves as 
expected but a 9103 server reports the error?   It sounds as though the 9103 
server is trying some sort of negotiation with the client but it’s not getting 
what it expects.  What does your client do – how was it written?  Does it just 
accept the data sent?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nagidi Pavan
Sent: 20 September 2017 10:22
To: arslist@ARSLIST.ORG
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Mark,

Its a fresh installation. I have 7.6.04(On Linux) in another system and 
9.1.03(On windows) on another system. I have installed alert client on windows 
machine where I have installed 9.1.03 and I can see alert tool poping up 
notifications. As you mentioned, it seems a problem with the server negotiating 
a connection with your client.  What exactly you are looking for setup so that 
I pass that information.

Thanks
Pavan

On Tue, Sep 19, 2017 at 4:33 PM, Walters, Mark 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
So you’ve written a client which registers with the server to receive alerts 
and have workflow generating alerts to send to this client?  If that’s the case 
then the plugin is not used as far as I am aware, it’s a problem with the 
server negotiating a connection with your client.  Can you provide a more 
detailed description of your setup?   The setup is the same as you had in 7604 
and you have just upgraded ARS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 19 September 2017 10:48
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Hi Mark,

Thanks for your response. I have a socket program which is listening for 
incoming data on port . If any alert comes it receives and parse the 
information.
I have configured the same in 7.6.04 and that worked. It's a Linux machine.
Now I'm trying that on 9.1.03 ARS installed on windows machine but that's not 
working.

Please let me know if you need any clarification!

Thanks
pavan

On 19-Sep-2017 12:41 PM, "Walters, Mark" 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
What’s the client you’re sending the alerts to?  The plugin you’re using is 
expecting to connect to a webservice when it dispatches the alert but I’m not 
clear on your setup.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 19 September 2017 03:32
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Unable to send alerts - failed to dispatch alert message

**
Hi Guys,

I am using alert mechanism to send alerts to an external socket which is 
listening on port .

I have configured the alert plugin as specified in 
https://docs.bmc.com/docs/display/public/ars81/AR+Alert+plug-in+configuration

I am using AR - Plugin instead of webservices. When I register a user and 
trigger an alert I am getting the below message and my socket program is not 
receiving any information. Please let me know your thoughts.

Tue Sep 19 00:16:43.252 2017
/* Tue Sep 19 2017 00:16:43.2520 
*/ failed to dispatch alert message:
java.lang.IllegalStateException: Message serializer not found for client 
version 0
at 
com.bmc.arsys.server.domain.alert.impl.SocketAlertDispatcher$SocketAlertDispatcherSession.dispatchMessage(SocketAlertDispatcher.java:386)
 ~[bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.SocketAlertDispatcher$SocketAlertDispatcherSession.dispatch(SocketAlertDispatcher.java:356)
 ~[bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.AlerterImpl.sendSocketBasedAlert(AlerterImpl.java:437)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.AlerterImpl.sendAlertBlocking(AlerterImpl.java:353)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.runtime.jms.AlertMessageHandler.handleMessage_aroundBody0(AlertMessageHandler.java:44)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.runtime.jms.AlertMessageHandler$AjcClosure1.run(AlertMessageHandler.java:1)
 [bundlefile:9.1.03-SNAPSHOT]
at 
org.aspectj.runtime.reflect.JoinPointImpl.proceed(JoinPointImpl.java:149) 
[bundlefile:1.8.4]
at 
com.bmc.arsys.server.internal.aspects.ARTransactionalManager.manageGeneralEntryApiTransaction(ARTransactionalManager.java:261)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.internal.aspects.ARTransactionalManager.manageEntryApiTransaction(ARTransactionalManager.java:188)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.s

Re: Unable to send alerts - failed to dispatch alert message

[Walters, Mark]

So you’ve written a client which registers with the server to receive alerts 
and have workflow generating alerts to send to this client?  If that’s the case 
then the plugin is not used as far as I am aware, it’s a problem with the 
server negotiating a connection with your client.  Can you provide a more 
detailed description of your setup?   The setup is the same as you had in 7604 
and you have just upgraded ARS?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nagidi Pavan
Sent: 19 September 2017 10:48
To: arslist@ARSLIST.ORG
Subject: Re: Unable to send alerts - failed to dispatch alert message

**
Hi Mark,

Thanks for your response. I have a socket program which is listening for 
incoming data on port . If any alert comes it receives and parse the 
information.
I have configured the same in 7.6.04 and that worked. It's a Linux machine.
Now I'm trying that on 9.1.03 ARS installed on windows machine but that's not 
working.

Please let me know if you need any clarification!

Thanks
pavan

On 19-Sep-2017 12:41 PM, "Walters, Mark" 
<mark_walt...@bmc.com<mailto:mark_walt...@bmc.com>> wrote:
**
What’s the client you’re sending the alerts to?  The plugin you’re using is 
expecting to connect to a webservice when it dispatches the alert but I’m not 
clear on your setup.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nagidi 
Pavan
Sent: 19 September 2017 03:32
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Unable to send alerts - failed to dispatch alert message

**
Hi Guys,

I am using alert mechanism to send alerts to an external socket which is 
listening on port .

I have configured the alert plugin as specified in 
https://docs.bmc.com/docs/display/public/ars81/AR+Alert+plug-in+configuration

I am using AR - Plugin instead of webservices. When I register a user and 
trigger an alert I am getting the below message and my socket program is not 
receiving any information. Please let me know your thoughts.

Tue Sep 19 00:16:43.252 2017
/* Tue Sep 19 2017 00:16:43.2520 
*/ failed to dispatch alert message:
java.lang.IllegalStateException: Message serializer not found for client 
version 0
at 
com.bmc.arsys.server.domain.alert.impl.SocketAlertDispatcher$SocketAlertDispatcherSession.dispatchMessage(SocketAlertDispatcher.java:386)
 ~[bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.SocketAlertDispatcher$SocketAlertDispatcherSession.dispatch(SocketAlertDispatcher.java:356)
 ~[bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.AlerterImpl.sendSocketBasedAlert(AlerterImpl.java:437)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.AlerterImpl.sendAlertBlocking(AlerterImpl.java:353)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.runtime.jms.AlertMessageHandler.handleMessage_aroundBody0(AlertMessageHandler.java:44)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.runtime.jms.AlertMessageHandler$AjcClosure1.run(AlertMessageHandler.java:1)
 [bundlefile:9.1.03-SNAPSHOT]
at 
org.aspectj.runtime.reflect.JoinPointImpl.proceed(JoinPointImpl.java:149) 
[bundlefile:1.8.4]
at 
com.bmc.arsys.server.internal.aspects.ARTransactionalManager.manageGeneralEntryApiTransaction(ARTransactionalManager.java:261)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.internal.aspects.ARTransactionalManager.manageEntryApiTransaction(ARTransactionalManager.java:188)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.runtime.jms.AlertMessageHandler.handleMessage(AlertMessageHandler.java:37)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.messaging.impl.MessageSubscriberImpl.onMessage(MessageSubscriberImpl.java:125)
 [bundlefile:9.1.03-SNAPSHOT]
at 
org.springframework.jms.listener.AbstractMessageListenerContainer.doInvokeListener(AbstractMessageListenerContainer.java:689)
 [bundlefile:na]
at 
org.springframework.jms.listener.AbstractMessageListenerContainer.invokeListener(AbstractMessageListenerContainer.java:649)
 [bundlefile:na]

Thanks
Pavan


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Re: Unable to send alerts - failed to dispatch alert message

[Walters, Mark]

What’s the client you’re sending the alerts to?  The plugin you’re using is 
expecting to connect to a webservice when it dispatches the alert but I’m not 
clear on your setup.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nagidi Pavan
Sent: 19 September 2017 03:32
To: arslist@ARSLIST.ORG
Subject: Unable to send alerts - failed to dispatch alert message

**
Hi Guys,

I am using alert mechanism to send alerts to an external socket which is 
listening on port .

I have configured the alert plugin as specified in 
https://docs.bmc.com/docs/display/public/ars81/AR+Alert+plug-in+configuration

I am using AR - Plugin instead of webservices. When I register a user and 
trigger an alert I am getting the below message and my socket program is not 
receiving any information. Please let me know your thoughts.

Tue Sep 19 00:16:43.252 2017
/* Tue Sep 19 2017 00:16:43.2520 
*/ failed to dispatch alert message:
java.lang.IllegalStateException: Message serializer not found for client 
version 0
at 
com.bmc.arsys.server.domain.alert.impl.SocketAlertDispatcher$SocketAlertDispatcherSession.dispatchMessage(SocketAlertDispatcher.java:386)
 ~[bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.SocketAlertDispatcher$SocketAlertDispatcherSession.dispatch(SocketAlertDispatcher.java:356)
 ~[bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.AlerterImpl.sendSocketBasedAlert(AlerterImpl.java:437)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.alert.impl.AlerterImpl.sendAlertBlocking(AlerterImpl.java:353)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.runtime.jms.AlertMessageHandler.handleMessage_aroundBody0(AlertMessageHandler.java:44)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.runtime.jms.AlertMessageHandler$AjcClosure1.run(AlertMessageHandler.java:1)
 [bundlefile:9.1.03-SNAPSHOT]
at 
org.aspectj.runtime.reflect.JoinPointImpl.proceed(JoinPointImpl.java:149) 
[bundlefile:1.8.4]
at 
com.bmc.arsys.server.internal.aspects.ARTransactionalManager.manageGeneralEntryApiTransaction(ARTransactionalManager.java:261)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.internal.aspects.ARTransactionalManager.manageEntryApiTransaction(ARTransactionalManager.java:188)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.server.domain.runtime.jms.AlertMessageHandler.handleMessage(AlertMessageHandler.java:37)
 [bundlefile:9.1.03-SNAPSHOT]
at 
com.bmc.arsys.messaging.impl.MessageSubscriberImpl.onMessage(MessageSubscriberImpl.java:125)
 [bundlefile:9.1.03-SNAPSHOT]
at 
org.springframework.jms.listener.AbstractMessageListenerContainer.doInvokeListener(AbstractMessageListenerContainer.java:689)
 [bundlefile:na]
at 
org.springframework.jms.listener.AbstractMessageListenerContainer.invokeListener(AbstractMessageListenerContainer.java:649)
 [bundlefile:na]

Thanks
Pavan


_ARSlist: "Where the Answers Are" and have been for 20 years_
BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in England No. 
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Resources Sorting in Smart IT

[Brittain, Mark]

Hi All

In Smart IT 1.5 when you display an Incident and select Resources you are 
presented with a list of KB articles. Does anyone know how the articles are 
sorted? Is it by KB number, some keyword, weight, age?. Ideally if I have an 
Incident for a customer, I would like the customer's specific KB appear first. 
Any suggestions would be appreciated.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Re: Smart IT Assigned Person

[Brittain, Mark]

HI Joe,

Been a while. How have you been? I would take either option, modify the OTB or 
attach a custom menu.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin 
D'Souza)
Sent: Tuesday, August 08, 2017 5:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT Assigned Person

**
I have seen quite a few limitations and/or discrepancies even with both SmartIT 
and MyIT, most of them being at a functionality level when comparing the same 
function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) - 
whether these discrepancies are "by design" or a plain oversight, I do not know 
and I had not raised a ticket with BMC Support to follow up with my 
observations.

So given a choice to make that decision myself, I would continue to have my 
users use the Mid-Tier and not really pay much heed to either Smart or My IT 
until there is a more stable release of these two tools..

Having said that, are you trying to modify an out of the box menu? Or are you 
trying to replace one?

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, August 04, 2017 1:48 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Smart IT Assigned Person

Hi All & TGIF

In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport 
Group Assoc LookUp and CTM:People.  These were joined the login id and the key 
field I was after was Site. Based on the join form I created a custom menu 
based on the Site in the Incident and the join form. Finally I had an active 
link to do a change menu if the Incident Type was Infrastructure Event.

Of course in Smart IT you no longer have active links. I can write a custom 
menu that would not require an active link but I don't know of a way to 
populate it into Smart IT. Any ideas? I did get something from BMC about 
dynamic menus but it didn't seem to really get me there.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]

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the Answers Are" and have been for 20 years_

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Smart IT Assigned Person

[Brittain, Mark]

Hi All & TGIF

In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport 
Group Assoc LookUp and CTM:People.  These were joined the login id and the key 
field I was after was Site. Based on the join form I created a custom menu 
based on the Site in the Incident and the join form. Finally I had an active 
link to do a change menu if the Incident Type was Infrastructure Event.

Of course in Smart IT you no longer have active links. I can write a custom 
menu that would not require an active link but I don't know of a way to 
populate it into Smart IT. Any ideas? I did get something from BMC about 
dynamic menus but it didn't seem to really get me there.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Re: Auto-Assignment to an Individual

[Brittain, Mark]

If it is specific to a particular Prod Cat, I would simply add a filter to the 
ticket entry point (e.g. HPD:IncidentInterface_Create). Much easier the 
customizing a form and workflow.

Also you should have a way of knowing with this person leaves. Otherwise you 
end up with a bunch of tickets that never get worked.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer
Sent: Tuesday, July 25, 2017 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Auto-Assignment to an Individual

**
I have a need to have all tickets with a certain Prod Cat and Location go to a 
specific individual.  I have many use cases that will require a number of 
config records to be created.

I know I can configure ITSM to auto assign to an individual based on Capacity, 
Load by Number and Round  Robin, however that wont work for us because it needs 
to be the same individual each time.

Can this be configured through the assignment engine?  I am sure I can come up 
with a solution where  we customize the CFG:Assignment and add Assignee to the 
form and update the applicable workflow.  I just wanted to see if this was 
something configurable that I overlooked.

Thanks
Kevin
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7.6 Change - can't set as Emergency after create

[Brittain, Mark]

Hi All

If a user creates a Change with the Change Type as Normal and the later tries 
to update the Change Type to Emergency, on save, the Change Type reverts Normal 
and they get the following warning

"This change request has been updated since it was opened and will be refreshed 
(ARWARN 45538)"

BMC said this is covered under SW00417660 and gave me one active link to change 
which basically changes the run if statement. Can't find any info on the SW. 
Currently the active link runs if z1D Char19 is not null. There is earlier 
workflow that on save sets "EMERGENCY CHANGE" in z1D Char19. So my gut is 
telling me there should be more to this than just change the message criteria.

Any input would be greatly appreciated.

ARS 7.6.04 SP5
ITSM 7.6.04 SP2

Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Re: Upgrade Remedy from 8.1 to 9.1.3

[Walters, Mark]

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: 18 July 2017 15:24
To: arslist@ARSLIST.ORG
Subject: Upgrade Remedy from 8.1 to 9.1.3

**
I have a question on the way version 9.1.3 stores the AREA LDAP, ARDBC config 
files.  In version 8.1 they are part of the ar.cfg file.  Am I correct that in 
9.1.3 they are stored in the CMDB?  Can someone confirm this for me. If that is 
correct, then I assume the CMDB needs to be set up and functional in order to 
access the info.  The reason I am asking is that we currently do not use the 
CMDB.  We have it installed but it is not configured correctly to work.  When I 
did the upgrade from 8.1 to 9.1.3 we lost all the settings for the AREA LDAP 
and ARDBC.  I am assuming this is because the CMDB is not functional.  Any 
input is appreciated.

Thanks,
Todd Arner

The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
communication to no...@glhec.org immediately and 
destroy or delete the original message and any copy of it from your computer 
system. If you have any questions concerning this message, please contact the 
sender.
_ARSlist: "Where the Answers Are" and have been for 20 years_
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 
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Re: Upgrade Remedy from 8.1 to 9.1.3

[Walters, Mark]

There has been a change in where the LDAP component settings are stored but 
it's the Centralized Configuration forms and not the CMDB.  See 
https://docs.bmc.com/docs/display/public/ars91/Centralized+configuration

The upgrade should have migrated the settings from the ar.cfg to the new 
location so I'm not sure why this didn't happen but it's not related to the 
CMDB in any way.

Mark


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: 18 July 2017 15:24
To: arslist@ARSLIST.ORG
Subject: Upgrade Remedy from 8.1 to 9.1.3

**
I have a question on the way version 9.1.3 stores the AREA LDAP, ARDBC config 
files.  In version 8.1 they are part of the ar.cfg file.  Am I correct that in 
9.1.3 they are stored in the CMDB?  Can someone confirm this for me. If that is 
correct, then I assume the CMDB needs to be set up and functional in order to 
access the info.  The reason I am asking is that we currently do not use the 
CMDB.  We have it installed but it is not configured correctly to work.  When I 
did the upgrade from 8.1 to 9.1.3 we lost all the settings for the AREA LDAP 
and ARDBC.  I am assuming this is because the CMDB is not functional.  Any 
input is appreciated.

Thanks,
Todd Arner

The information contained in this communication may be confidential, is 
intended only for the use of the recipient(s) named above, and may be protected 
under state or federal law. If the reader of this message is not the intended 
recipient, you are hereby notified that any dissemination, distribution, or 
copying of this communication, or any of its contents, is strictly prohibited. 
If you have received this communication in error, please forward the 
communication to no...@glhec.org<mailto:no...@glhec.org> immediately and 
destroy or delete the original message and any copy of it from your computer 
system. If you have any questions concerning this message, please contact the 
sender.
_ARSlist: "Where the Answers Are" and have been for 20 years_
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 
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Re: How to send the Incident Work log, Status ...etc updates to thirdpart via web service?

[Brittain, Mark]

Hi All

I do something similar for a specific submitter (Mark). On the HPD: Work Log I 
have a filter that on create gets the submitter and the vendor ticket number 
from the incident and puts them in z1D Char14 and z1 Char 15. Then I have a 
notify filter, run if z1D Char14 = “Mark” and z1D Char 15 != NULL then notify.

Might be able to do something like that.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of jayesh panchal
Sent: Tuesday, July 18, 2017 1:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to send the Incident Work log, Status ...etc updates to 
thirdpart via web service?

**
Hi Abhi,

It is possible but you need to push the incident status along with worklog 
update in HPD:WorkLog.
So as soon as activelink push worklog entry to HPD:Worklog, You just need to 
pass Status in a custom field.

After that you can map it in WebService SetField action in filter.

Regards,
Jayesh

Sent from my Windows 10 phone

From: Abhi$hek<mailto:abhi.masc...@gmail.com>
Sent: 18 July 2017 10:27 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How to send the Incident Work log, Status ...etc updates to 
thirdpart via web service?

**
Can we achieve it with the help of single filter only so as to accommodate both 
status as well as worklog update towards third party.

On 18-Jul-2017 8:06 AM, "Suresh Loganathan" 
<ersures...@gmail.com<mailto:ersures...@gmail.com>> wrote:
**
Hello Abishek,

Can you please create a 2 filter based on the 3rd party wsdl. One filter 
related to HPD:HELP DESK and another one for HPD:WORK LOG.

Regards,
Suresh L

On 17 Jul 2017 6:24 p.m., "Abhishek Anand" 
<abhi.masc...@gmail.com<mailto:abhi.masc...@gmail.com>> wrote:
Hi Experts,

Please could you assist in designing the flow for below scenario in Remedy 
8.1.02:-

How to send the Incident Work log, Status ...etc updates to third part via web 
service?

Early response will be highly appreciated.

Cheers,
AA.

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Menus in Smart IT

[Brittain, Mark]

HI All

Are menus embedded in Smart IT or can they be changed? As an example if I were 
to change the Assignee menu in the HPD:Help Desk would that change be reflected 
in the Incident displayed in Smart IT? If it can be are there any steps I need 
to take to make that work.

In 7.6 I have a change field - menu active link on the HPD:Help Desk. 
Unfortunately can't do active links in Smart IT so I need to be able to change 
the menu entirely.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
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v9 - Incoming email and worklogs

[Brittain, Mark]

Hi All

I have heard a rumor that in v9 any incoming email with a valid INC, CHG, WO 
number in the subject line will, create a work log record to the related 
ticket. Doesn't seem to work on my v9 dev system. Had to build a custom process 
in my 7.6 system, be nice if I don't replicate what I did in 7.6. Does anyone 
know where I can find some documentation on this?

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
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Re: Next ID

[Brittain, Mark]

That makes perfect sense. Thanks LJ

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, July 03, 2017 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Next ID

**
Mark,
After setting the next id value, did you restart the remedy server?  If not, if 
the server already had a cache of next id's that it was working with, it won't 
go back and figure out what the next id is till it runs out of cache :)

On Mon, Jul 3, 2017 at 1:37 PM, Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
**
Hi All,

Have a weird behavior when attempting to set the next id on a form.  I followed 
the directions and set the nextID to 120400.

update arschema set nextId =120400 where name = ‘customformname’
commit

Then I did a query and confirmed the nextId is 120400. Finally I created a new 
record on customformname and got a request id 120208

Not sure what I am doing wrong. On Oracle 12 and AR Server 9.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337<tel:(315)%20634-9337>
125 Elwood Davis Road | Syracuse NY 13212
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Next ID

[Brittain, Mark]

Hi All,

Have a weird behavior when attempting to set the next id on a form.  I followed 
the directions and set the nextID to 120400.

update arschema set nextId =120400 where name = 'customformname'
commit

Then I did a query and confirmed the nextId is 120400. Finally I created a new 
record on customformname and got a request id 120208

Not sure what I am doing wrong. On Oracle 12 and AR Server 9.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
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AIE stopped working

[Brittain, Mark]

Hi All & TGIF,

I am running AIE 7.6.04 on Linux, nothing has changed, and now it is not 
working. Currently I have a server group with two AR Servers. The second server 
is 1 . Stopped and restarted AIE and go the error "No Active Data Exchange 
session defined"

In the Inst_001_aiemail.log seeing Failed to start Date Exchanges (EIEMSG 
3346). Have ticket open with BMC but not gotten any real assistance. Any ideas 
what I can do next?

Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
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Re: How to perform the Integration for third party using the Web Service?

[Mark Herring]

Hi Abhi,

Depending on the third-party platform, you can do most of this using ITSM 
Bridge which uses web services for integration with other platforms.  The rules 
for contact creation can be defined within the tool.

Let me know if you need more information.

Regards
Mark




> On 13 Jun 2017, at 23:00, arslist automatic digest system 
> <lists...@arslist.org> wrote:
> 
> How to perform the Integration for third party using the Web Service?


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Outgoing email not creating worklog

[Brittain, Mark]

Hi All & Happy Monday

Have a situation where the user sent an email from the Incident and a work log 
entry was not created. I was able to verify the AR System Email Message was 
created, sent and received. Haven't had this issue reported once in over 4 
years and could not replicate. Also could not find anything on the BMC KB on 
this. Has anyone run into this issue?

ARS 7.6.04 SP5
ITSM 7.6.04 SP2

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Help please Rest Sharp and Remedy REST API?

[Mark Christian Bautista]

Hi Guys,

I'm currently working on a REST API Integration for our .net applications and I 
would like to ask if anyone has any experience working on REST Sharp/Remedy 
before?

I would need to get some samples on how to use  Oauth implementation and then 
call another REST API to do POST.

Appreciate your help, Thank you!

Regards,
Mark Bautista

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Re: Put another way

[Brittain, Mark]

Thanks LJ for your response

Thanks Fred for the first laugh of the day ☺

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, May 11, 2017 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Put another way

**
I would say that the main reason for that is that the SOAP interface is a 
client on top of the api, whereas the rest api is basically just thata rest 
wrapper for the java api :)

On Thu, May 11, 2017 at 1:09 PM, Grooms, Frederick W 
<frederick.w.gro...@xo.com<mailto:frederick.w.gro...@xo.com>> wrote:
**
Wow … Something SOAP can do that REST can’t
(Sorry just had to say it)


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Thursday, May 11, 2017 11:58 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Put another way

**
Mark,
I don't believe so, the reason being is that even back in the old days of 
'modify all' in the user tool, you selected the records you wanted to modify, 
then the user tool did a loop through a list of request id's and did the same 
update to all of themfrom an api perspective, when doing a set entry, 
'which request are you updating, on which form' is the primary information, of 
course it also needs to know what you are changing...but you need to know 
exactly which records

So, if you are trying to do it via 'query', you'll need to write a query 
routine to get the request id's in question, then push an update to each one 
respectively

Alternativelyyou could push a query to an 'interface' form with the query 
as one of the inputs, then have a filter to the execution of the query and 
update for you :)

On Thu, May 11, 2017 at 10:29 AM, Brittain, Mark  wrote:
**
Hi All
 Is there a way to do a put using a field other that the request id (1)?

curl -X PUT "http://192.168.1.131:8008/api/arsys/v1/entry//<http://192.168.1.131:8008/api/arsys/v1/entry/%3cschema%20name%3e/%3crequestiID%3e>"
 -H  "accept: application/json" -H  "Authorization: AR-JWT " -H  
"content-type: application/json" -d "{  \"values\": {\"Escalation\": \"0\"  
}}"


ARS9
ITSM 9

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337<tel:(315)%20634-9337>
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Put another way

[Brittain, Mark]

Hi All

Is there a way to do a put using a field other that the request id (1)?


curl -X PUT "http://192.168.1.131:8008/api/arsys/v1/entry//<http://192.168.1.131:8008/api/arsys/v1/entry/%3cschema%20name%3e/%3crequestiID%3e>"
 -H  "accept: application/json" -H  "Authorization: AR-JWT " -H  
"content-type: application/json" -d "{  \"values\": {    \"Escalation\": \"0\"  
}}"


ARS9
ITSM 9

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Re: need input about data migration after Upgrade

[Mark Herring]

Hi Amit,

You can use ITSM Bridge (www.itsmbridge.com) to perform a delta data migration 
of records from any Remedy application to ITSM 91.  It uses a configurable 
Remedy-like query to determine which records to select for migration. There is 
also a delete configuration option to allow optional deletion of target records 
where there is no matching record on the source server.   Standard templates 
are available for Incident, problem, change etc. , full reporting on all 
migrations and all presented in a friendly Java-based user interface.

Please let me know if you need any further information.

Kind Regards
Mark Herring
Co-Founder
www.itsmbridge.com




> On 19 Apr 2017, at 23:00, arslist automatic digest system 
> <lists...@arslist.org> wrote:
> 
> need input about data migration after Upgrade


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Re: Need help with API

[Walters, Mark]

It's not always possible to be certain what type of client connected.  From the 
server's point of view an incoming API call looks the same regardless of which 
client is making the call.  There is a flag within the API data structure that 
can be set to indicate the client type but this is under the control of the 
person that writes the API program - it can be set to whatever value they want. 
 This is the value used to report the client on the API logging lines - eg

  
 /* Wed Feb 08 2017 08:58:16.5350 */ +SE  
ARSetEntry -- schema OS3:SYS:SHR:TicketCounterUserCounts entryId 
201 from Mid-tier (protocol 23) at IP address 131.116.166.244 using 
RPC // :q:0.0s

In the example above the client type is Mid-tier.  There is a list of the 
recognised client types in the ARSystem/api/include/ar.h file on the server.  
There is no .NET one - this is just an interface to the C API so these will 
most likely show up as Unidentified Client in the API logs.  Be careful though, 
there are a few BMC plugins which don't set a client type and, as  noted above, 
the person that writes the API program may set the value to any one they chose.

Mark

-Original Message
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kaur
Sent: 29 March 2017 20:20
To: arslist@ARSLIST.ORG
Subject: Re: Need help with API

I have server side API and User logs but not able to figure out if user logged 
in from .net API.
Please help!

Thanks!
Kaur

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Re: Problem with creating/modifying form indexes

[Brittain, Mark]

Has anyone created indexes on the form directly on the db? That would do it. I 
had this happen in Remedy 6.3.

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, March 10, 2017 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with creating/modifying form indexes

You must create indexes thru Dev Studio so ARS will know about them.  

The only thing I can think of why your developer studio stopped responding was 
that the db had not completed building the index

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kaur
Sent: Friday, March 10, 2017 12:29 PM
To: arslist@ARSLIST.ORG
Subject: Problem with creating/modifying form indexes

Hello All,

I created an index on customized form from developer studio. Form stopped 
responding when I saved it.
I had to force close dev studio and restart ARS service.
Once the service was back up, I opened the form again from developer studio and 
my changes were in place but the db went out of sync.
New index was not in database.
I then deleted the index from dev studio and saved the form.
Changes were saved pretty fast.
I manually created index from db query. Query was successful and I was able to 
see the new table index from db but now dev studio isnt showing that index on 
the form.
I reopened it several times. Even restarted ARS service.

What could have went wrong?
Please suggest.

Thanks!
Kaur

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[Remedy Calendar Query] - Is there a way we can modify the calendar bar entries' format?

[Mark Christian Bautista]

Hello Everyone,

I'm currently working on Remedy Calendar configuration set up. One requirement 
I need to accomplish is to modify the Calendar Entry Bars to "Expand" and 
details and include CRQ number details in the Title Calendar Entry bar.

Further details can be seen in BMC community question I posted. Hope you can 
assist. Thanks
https://communities.bmc.com/message/681992#681992 

Mark

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Re: Official announcement of BMC Exchanges replacement for BMC Engage

[Mark]

I think this is a really bad decision on BMC's part.  There will be no
cross pollination of Remedy professionals, and I suspect attendance will be
minimal, unless they have good food and swag, but why would anyone go to an
obvious sales event.  You can't do a real conference in a one-day format.
Can you imagine the laughter in SNOW's marketing department?  They must be
loving this...

On Wed, Feb 22, 2017 at 3:45 PM, Jason Miller 
wrote:

> **
> https://communities.bmc.com/groups/bmc-global-services/
> blog/2017/02/22/bmc-exchange-coming-to-a-city-near-you
>
> BMC Exchanges are one-day, no cost events where you will gain new insights
> about digital business, get up-to-date information about the latest BMC
> products and services, and network with your peers, BMC partners, and BMC
> experts.
>
> Hosted in nine cities across four continents, we’ve made it easier than
> ever to attend a BMC Exchange event near you:
> Washington, DC – June 7th
> New York City – October 12th
> San Francisco – October 25th
> Singapore – October 31st
> Beijing – November 2nd
> Essen (Germany) – November 14th
> London – November 16th
> Sao Paulo – November 30th
> Paris – January 25th (2018)
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Active Directory Move

[Brittain, Mark]

Hi All

Has anyone after a merge transitioned Remedy from one company's LDAP server to 
another company's LDAP server. Ideally I would be able to do this over time and 
have a fairly easy back out plan if need. Probably a sequence on how to do 
this. I am thinking

Create the Authentication Login Name field on the User form
Add the new company LDAP server as the secondary server
Populate the Authentication Login Name field with some volunteer users.
Eventually update all of the Users
Remove the old company LDAP server

If I am totally lost here, please include LOL in your response. Not even sure 
if this is possible, so any advice/insight would be greatly appreciated.
ARS 9
Oracle 12
RH 6.

Thanks
Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]


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Re: arslist Digest - 12 Feb 2017 to 13 Feb 2017 (#2017-38)

[Mark Herring]

Hi Jason/Brian,

With ITSMBridge for each form mapping you can define the primary key for 
synching, i.e. either the request-id, instance id or any other field or 
combination of fields that uniquely identify the record being synched.   You 
also have options to control behaviour when a matching record is found - either 
update, skip or error.  That should provide a much greater level of flexibility 
to cover most data migration synching requirements.

HTH
Mark




> On 15 Feb 2017, at 23:00, arslist automatic digest system 
> <lists...@arslist.org> wrote:
> 
> arslist Digest - 12 Feb 2017 to 13 Feb 2017 (#2017-38)


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Re: arslist Digest - 12 Feb 2017 to 13 Feb 2017 (#2017-38)

[Mark Herring]

Hi Brian,

I’ve not tried the Deployment Tool but if you’re looking for a comprehensive 
easy to use migrator tool with a friendly UI, take a look at ITSMBridge.  It 
includes a difference report to compare servers, pre-built templates to migrate 
selected ITSM applications (foundation and/or transaction data) and options to 
migrate between different AR/ITSM versions or from external SM platforms like 
Service Now to BMC Remedy.

HTH
Mark




> On 13 Feb 2017, at 23:00, arslist automatic digest system 
> <lists...@arslist.org> wrote:
> 
> There is 1 message totaling 560 lines in this issue.
> 
> Topics of the day:
> 
>  1. Migrator Tool
> 
> ___
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> 
> --
> 
> Date:Mon, 13 Feb 2017 13:19:15 +
> From:Brian Pancia <panc...@finityit.com>
> Subject: Re: Migrator Tool
> 
> Misi,
> 
> 
> I've been playing around with your tools and as always they are pretty 
> awesome.  There's a new tool in ARS 9.1 called AR System Deployment 
> Management that looks pretty promising.  Messing around with Migrator was 
> painful just like I remembered.  It looks like the deployment tool will end 
> up replacing Migrator.  Another toy to add to the tool box.  I'm sure there 
> are a few kinks that need to be worked out of the deployment tool, but I'll 
> give it a go to see how it works.  I'm curious to see anyone else's 
> experience with the deployment tool.
> 
> 
> Thanks again,
> 
> 
> Brian
> 
> 
> 
> 
> From: Brian Pancia
> Sent: Friday, February 10, 2017 8:14 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Migrator Tool
> 
> 
> Awesome.  New toys to play with.  I'll have to play with different scenarios 
> depending on the source and destination servers.  I'm thinking monthly syncs 
> to dev and weekly syncs to test for code.  I may do weekly data syncs to both 
> environments.  In theory Prod and Test should be locked down, preventing 
> development directly from there, but that's a different beast to tackle.  I 
> guess RRRDefDiff will be a good way for me to tell if updates are being made 
> to Prod or Test without going through Dev>Test>Prod sequence.  Batching that 
> process out may be interesting to see if developers aren't following the 
> proper process.  For a COOP environment I'm thinking using SQL replication is 
> probably the best bet.  With replication I can do near real time updates.
> 
> Brian
> 
> From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
> behalf of Misi Mladoniczky <m...@rrr.se>
> Sent: Thursday, February 9, 2017 1:37 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Migrator Tool
> 
> **
> Hi,
> 
> Why not try a combination of RRR|ExportDef, RRR|DefDiff, RRR|ImportDef and 
> RRR|DeleteObject.
> 
> The important one is RRR|DefDiff, mening that you can use other tools to 
> export/import definitions and delete surplus objects.
> 
> https://rrr.se/cgi/tools/main?tool=rrrDefDiff
> 
> RRR|DefDiff<https://rrr.se/cgi/tools/main?tool=rrrDefDiff>
> rrr.se
> RRR|DefDiff updated 2015-06-16 Finds differences between two def-files
> 
> 
> 
> https://rrr.se/cgi/tools/main?tool=rrrExportDef
> 
> RRR|ExportDef<https://rrr.se/cgi/tools/main?tool=rrrExportDef>
> rrr.se
> RRR|ExportDef updated 2012-11-23 Exports definition files from your server
> 
> 
> 
> https://rrr.se/cgi/tools/main?tool=rrrImportDef
> 
> RRR|ImportDef<https://rrr.se/cgi/tools/main?tool=rrrImportDef>
> rrr.se
> usage: rrrimportdef [ -l error.log ] [ -e error.def ] [ -verbose ] [ -silent 
> ] server tcpport user password import.def usage: rrrimportdef -help
> 
> 
> 
> https://rrr.se/cgi/tools/main?tool=rrrDeleteObject
> 
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
> 
> RRR|Home<http://www.rrr.se/>
> www.rrr.se
> RRR|Log Fix specific performance problems or work proactively with 
> performance by using RRR|Log. It will help you make sense of the information 
> in the Remedy log ...
> 
> 
> 
> 
> 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
> 
> RRR|Home<http://rrr.se/>
> rrr.se
> RRR|Log Fix specific perfo

Change Relationship Type Menu

[Brittain, Mark]

HI All & Happy Ground Hog Day!

When relating a CI to a Change, I need to add a menu option on the AST:CI 
Association Search, Select a Relationship Type field. I know that I would need 
to add this to the Association Type01 field on CHG:Associations and AST:CMDB 
Associations forms. The challenge is out to get this on the menu.

I have looked at the SYS:Request Types and SYS:Association Types forms but the 
Selection Code on these forms is read only. Any insight on how to make this 
update would be appreciated.

ARS 9
ITSM 9

Thanks
Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]


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Add a CI Relationship

[Brittain, Mark]

Hi All & TGIF,

This one is probably easy but I can't see the woods through the trees. In the 
Change you select the Relationships tab, then on the Search field select 
Configuration Item, add what you are searching for and press enter.

This brings up the AST:CI Associations form. On the bottom of the form there is 
a field called "Select a Relationship Type. I need to add a selection to this 
menu. The menu is based on the SYS:AssociationTypeAssocLookUp form which is a 
composite join of another join and 4 regular forms if I counted right. So the 
question is where do I add this new menu choice?

Understand that I first need to add this choice to the Association Type Entry 2 
field on CHG:Associations and AST:CMDB Associations.

ARS 7.6.04 SP5
ITSM 7.6.04 SP 2

Thanks
Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]


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Automated Ticket

[Brittain, Mark]

Hi All & TGIF the 13th,

In our legacy Remedy 6,3 totally customized system, we had a custom form 
(Scheduled Ticket), like a ticket template, that included interval and next 
creation date. An escalation would run against the Scheduled Ticket form and if 
the next creation date was today, then a Trouble Ticket (e.g. Incident) would 
be created. Then based on the interval (e.g. weekly) the next creation date 
would be set in the Scheduled Ticket.

When we moved to ITSM 7.6.04, I created a similar customization but based it on 
Work Orders. Now that we are moving to ITSM 9, I have been asked if there is a 
functionality within ITSM that can be leveraged rather than doing this heavy 
customization. If there is a way, that would be great. If anyone has done 
something similar, it would be great to hear about.

Thanks
Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]


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Process not stopping - Linux

[Brittain, Mark]

Hi All,

I have notice whenever I stop the AR Server (7.6.04) that the following process 
continues to run. Server is Linux Redhat 5.

root 19622 1  0 Nov16 ?00:00:14 ./arsvcdsp -s ars-as-s2 -d 
/opt/bmc/ARSystem
Can anyone tell me, what that process is and if I can kill it?

Thanks
Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]


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Re: echo

[Brittain, Mark]

Got It to work, thanks Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, January 05, 2017 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: echo

**
Check your path to make sure it can find echo
Since you are on linux you can turn on the arfork log to see the command being 
executed and the actual results

You may have to use   /bin/echo   in place of just   echo
And if you have tabs, returns/new lines you may want to doecho -e   so the 
\n and \t are recognized

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, January 05, 2017 10:26 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: echo

**
Hi All

I am trying to do a filter run process echo "$Configuration Item List$" > 
/tmp/file.json

On the client filter log it appears to go fine but the file on the server is 
not updated. I suspect the issue is permissions. The AR server was not 
installed as root but if I understand echo correctly this is executed by root. 
Any suggestion on how to get around this?

ARS 9.1
Linux 6

Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]



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echo

[Brittain, Mark]

Hi All

I am trying to do a filter run process echo "$Configuration Item List$" > 
/tmp/file.json

On the client filter log it appears to go fine but the file on the server is 
not updated. I suspect the issue is permissions. The AR server was not 
installed as root but if I understand echo correctly this is executed by root. 
Any suggestion on how to get around this?

ARS 9.1
Linux 6

Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]


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Re: 9.1 Data Import Tool Command Line Utility

[Mark Herring]

Hi Keith,

Not sure about the command line utility with 9.1 but you might want to try 
itsmbridge.com as an alternative for importing data from any other Remedy 
source.  

Regards
Mark 


> On 4 Jan 2017, at 23:00, arslist automatic digest system 
> <lists...@arslist.org> wrote:
> 
> 9.1 Data Import Tool Command Line Utility


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Re: Quotes in a set field

[Brittain, Mark]

LJ & Misi,

Happy New Year

With the number of places where I needed quotes I was getting cross eyed. What 
I did instead was set
“?hosts?” + $Server Name$ and the replace ? with “

Thanks for the assist.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, December 20, 2016 3:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Quotes in a set field

**
Hi,

The LJ solution is the simplest one. But you can do what you originally tried 
to if you add one more double quote making it four, not three:
("""" + "hosts:" + """" + $Server Name$)

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
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December 19, 2016 11:13 PM, "LJ LongWing" 
<lj.longw...@gmail.com<mailto:%22lj%20longwing%22%20%3clj.longw...@gmail.com%3e>>
 wrote:
**
"""hosts: """ + $Server Name$
On Mon, Dec 19, 2016 at 3:09 PM, Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
**

Hi All

I need to do a set field where there is text in quotes and the a field 
reference. Result would be like

“host:” server1

Tried “”” + “hosts:” + “”” + $Server Name$ but that doesn’t work. I know it is 
something simple but it has been a long time since I have tried it.

ARS 7.6

Thanks

Mark

Mark Brittain | Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

[Navisite]
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Re: Quotes in a set field

[Brittain, Mark]

Hi Fred

Actually echo echo “$field$” > file worked on the Remedy Side but didn’t 
actually create or update the file. Probably either a path or permission issue, 
but this was a great start.

Thanks
Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, December 21, 2016 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Quotes in a set field

**
There are multiple ways to do this.

Notify Action (using the Other value)
Runprocess Action (doing something like echo “$field$” > file )
Doing a plugin to write the file

After you have a file on the server you can use the runprocess command in a set 
fields action
  PERFORM-ACTION-ADD-ATTACHMENT fieldID [ "fileName" ]

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, December 21, 2016 12:29 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Quotes in a set field

**
Thanks everyone, this has been very helpful. Have a second question which might 
not be possible.

Based on the workflow that I started with below I end up with something like 
this

{
"MultiRequest":  {
"data":  [

   {
  "host": "Server ABC.34190",
  "duration" :"1440 minutes"
},
   {
  "host": "Server Z.34190",
  "duration" :"1440 minutes"
}
  ]
}
}

Is there way to push this into a file and then attach the file to a record? The 
file would always have the same file name.

Thanks
Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, December 20, 2016 3:54 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Quotes in a set field

**
Hi,

The LJ solution is the simplest one. But you can do what you originally tried 
to if you add one more double quote making it four, not three:
("""" + "hosts:" + """" + $Server Name$)

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


December 19, 2016 11:13 PM, "LJ LongWing" 
<lj.longw...@gmail.com<mailto:%22lj%20longwing%22%20%3clj.longw...@gmail.com%3e>>
 wrote:
**
"""hosts: """ + $Server Name$
On Mon, Dec 19, 2016 at 3:09 PM, Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
**

Hi All

I need to do a set field where there is text in quotes and the a field 
reference. Result would be like

“host:” server1

Tried “”” + “hosts:” + “”” + $Server Name$ but that doesn’t work. I know it is 
something simple but it has been a long time since I have tried it.

ARS 7.6

Thanks

Mark

Mark Brittain | Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

[Navisite]

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Re: Quotes in a set field

[Brittain, Mark]

Thanks everyone, this has been very helpful. Have a second question which might 
not be possible.

Based on the workflow that I started with below I end up with something like 
this

{
"MultiRequest":  {
"data":  [

   {
  "host": "Server ABC.34190",
  "duration" :"1440 minutes"
},
   {
  "host": "Server Z.34190",
  "duration" :"1440 minutes"
}
  ]
}
}

Is there way to push this into a file and then attach the file to a record? The 
file would always have the same file name.

Thanks
Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, December 20, 2016 3:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Quotes in a set field

**
Hi,

The LJ solution is the simplest one. But you can do what you originally tried 
to if you add one more double quote making it four, not three:
("""" + "hosts:" + """" + $Server Name$)

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


December 19, 2016 11:13 PM, "LJ LongWing" 
<lj.longw...@gmail.com<mailto:%22lj%20longwing%22%20%3clj.longw...@gmail.com%3e>>
 wrote:
**
"""hosts: """ + $Server Name$
On Mon, Dec 19, 2016 at 3:09 PM, Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
**

Hi All

I need to do a set field where there is text in quotes and the a field 
reference. Result would be like

“host:” server1

Tried “”” + “hosts:” + “”” + $Server Name$ but that doesn’t work. I know it is 
something simple but it has been a long time since I have tried it.

ARS 7.6

Thanks

Mark

Mark Brittain | Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

[Navisite]
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Quotes in a set field

[Brittain, Mark]

Hi All

I need to do a set field where there is text in quotes and the a field 
reference. Result would be like

"host:" server1

Tried """ + "hosts:" + """ + $Server Name$ but that doesn't work. I know it is 
something simple but it has been a long time since I have tried it.

ARS 7.6

Thanks
Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]


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Re: New Task Creation

[Brittain, Mark]

Hi Madhu

Tasks are always a child of another form and never created as a standalone. 
They are created through a parent form such as Incident, Change, Work Order or 
Problem Investigation. The relationship is direct, one-to-many, unlike the 
Incident, or Change which  are related. Based on the parent-child relationship 
there can be a good deal of interactive workflows. This is particularly true 
where the Change is the parent. 

Hope this helps
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Madhu V
Sent: Monday, December 05, 2016 12:47 PM
To: arslist@ARSLIST.ORG
Subject: New Task Creation

Hi ,

Is anyone aware , why there is a restriction on opening a TMS:Task in new 
mode?. I could see there is an active link(TMS:SHR:PreventDirectCreate) which 
Closes the Window when we try to open a form in New Mode. 

There are few things happenings as I noticed.

1> Ideally there should have been a Warning message in prompt bar "Message 
[45105] This form cannot be opened in new mode." But same is not displayed to 
the User.

2> Sometimes User has been routed to Landing Console or Request Entry 
2> Console though there is no Home Page set in AR System User 
2> Preferences form

3> Weird thing is most of the Users are being sent back to Login Page of Remedy.

We are in ARS 8.1 and ITSM 7.6.04. Please let me know if you come across with 
any answer.

Regards
Madhu 

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Re: ARS 9.1: Question about hiding fields

[Brittain, Mark]

Dustin,

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

Mark

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

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

On Fri, Nov 18, 2016 at 12:45 PM, Fawver, Dustin 
<faw...@mail.etsu.edu<mailto:faw...@mail.etsu.edu>> wrote:
**

Greetings!



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



- Hidden explicitly by the field's properties

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

- Removed from the user's view

- The field not being placed in any view



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



Thanks for your input.



--Dustin Fawver



HelpDesk Technician

Information Technology Services

East Tennessee State University

faw...@etsu.edu<mailto:faw...@etsu.edu>
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Re: Parse subject line of incoming email

[Brittain, Mark]

Hi Kur,

This is how I do it, works great. Doesn't matter where the Incident number is 
in the subject line. Years ago Doug Tanner helped me with this. Probably in 
your situation, you can do something similar. Doug if you're still out there, 
thanks again.

SUBSTRC($Subject$, STRSTRC($Subject$, "INC"), STRSTRC($Subject$, "INC") + 14)

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Su Kaur
Sent: Thursday, November 10, 2016 8:51 PM
To: arslist@ARSLIST.ORG
Subject: Parse subject line of incoming email

Hi All,

I'm looking for a way to parse subject line of an incoming email.
Each word would be used as a specific field entry for ticket creation like 
client name, category, priority etc

What character should be used to help Remedy identify the segments (keeping in 
mind the message still needs to look professional)?
So incoming subject line would something like
Subject :   Priority --- ClientName --- Category --- Description

In this case, delimiter is used as --- 9 (dashes) Can --- be used as a 
delimiter?

Thanks!
Kaur

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Re: Issue related to 32 Bit AR ODBC Driver

[Walters, Mark]

Unfortunately there is no 64-bit ODBC driver for Remedy.  One problem with 
using the database driver is that you bypass the Remedy security model and data 
dictionary – you have access to all data, which may be acceptable depending on 
your requirements.  You could try the JDBC driver - 
https://communities.bmc.com/docs/DOC-22516

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Burns, Carina
Sent: 04 November 2016 13:21
To: arslist@ARSLIST.ORG
Subject: Re: Issue related to 32 Bit AR ODBC Driver

**
What database are you running?  Instead of the AR ODBC driver, why not try a 
64-bit ODBC driver for the db?  I use an oracle odbc driver for my reporting.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of sriram pm
Sent: Friday, November 04, 2016 6:11 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Issue related to 32 Bit AR ODBC Driver

**
Dear Experts,

We have a Dashboard in Share-point which publishes Reports in Excel.

We have installed 32 Bit AR ODBC Driver in the Share Point 2013 Server and the 
report gets

refreshed when I run the report in an MS Excel Application but when I access 
the report using

the Browser where the report is published and try to refresh it throws an error 
as "Unidentified

ODBC Driver". We raised a Case with Microsoft and they say that an 64 Bit AR 
ODBC Driver

needs to be installed in the Share Point Server.  I am not able to find a 64 
Bit AR ODBC Driver.

Kindly help in fixing this issue.

Thank you,
Sriram.
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BMC Software Limited Registered Office: Building E2, Eskdale Road, Winnersh, 
Wokingham, Berkshire, United Kingdom, RG41 5TS Registered in England No. 
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addressee, you may not distribute, copy or disclose any part of it. If you 
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AR System Resource Definitions Question

[Mark]

I am using HTML images stored in AR System Resource Definitions form.

I had to update an image, and am not sure how/when the images are
refreshed, as the old image is still displaying.  I cleared my browser
cache, closed my browser, logged out and back in.  I refreshed the form.
All I have not done is restart the mid-tier.

Before I jump through that hoop, anyone have knowledge on the inner
workings here?  Am I being impatient or do I need to do something other
than restart MT?

Thanks!
Mark

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Re: ITSM Admin Guide

[Brittain, Mark]

I'm set. Thank you all for the responses.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: Monday, September 19, 2016 4:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Admin Guide

**

https://docs.bmc.com/docs/display/public/ars7604/PDFs

Is this what you're looking for?

rp
On 9/19/2016 10:31 AM, Brittain, Mark wrote:
**
Hi All

Does anyone have the BMC Remedy IT Service Management Administration Guide 
7.6.04 in pdf or via URL. I have searched high and low and cannot find it on 
line.

Thanks
Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
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ITSM Admin Guide

[Brittain, Mark]

Hi All

Does anyone have the BMC Remedy IT Service Management Administration Guide 
7.6.04 in pdf or via URL. I have searched high and low and cannot find it on 
line.

Thanks
Mark

Mark Brittain  | Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]


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Re: EXTERNAL: Application-Query-Delete-Entry

[Brittain, Mark]

Sort of like Todd says, I had a similar situation but with a much larger form 
in 6.3 using archive, delete from source. What I did was a little bit each 
night changing the archive query each morning sort of like this

‘Create Date’ < $DATE$ - (60 * 60 *24 * 720)
‘Create Date’ < $DATE$ - (60 * 60 *24 * 713)
‘Create Date’ < $DATE$ - (60 * 60 *24 * 706)

Took me about a month to get where I wanted to be. Slow but if you’re worried 
about performance, that works

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Wednesday, August 31, 2016 2:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Application-Query-Delete-Entry

**
Todd,
Regardless of the method used (archiving, or application-query-delete-entry), I 
realised this could be a problem - I've already (manually) cleared down the 
email messages form.
Awkward though, as I had set it to run overnight and delete a small data set 
(should have only been 21 records), and it doesn't appear to have done anything.
Regards
Dave

On 30 August 2016 at 16:39, Arner, Todd 
<tar...@glhec.org<mailto:tar...@glhec.org>> wrote:
**
Be cautious when adding the archiving, especially if the first night it runs if 
it will be trying to archive a large number of records.  We ran into some major 
performance issues.  We ended up slow adjusting the archive criteria so that a 
smaller amount of records were archived each night until the back log was 
processed.

Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Dave 
Barber
Sent: Tuesday, August 30, 2016 10:29 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: EXTERNAL: Application-Query-Delete-Entry

**
I had completely forgotten about the archiving options (my bad, etc. etc)
Much appreciated, I've put that in place to run overnight, with luck it should 
work!

On 30 August 2016 at 15:11, Reiser, John J 
<john.j.rei...@lmco.com<mailto:john.j.rei...@lmco.com>> wrote:
**
Dave,
Have you tried using the Archive function to just “Delete from Source”?
It sets up just like an escalation with a timing cycle to run it and a 
Qualification to select which data to delete.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Dave 
Barber
Sent: Tuesday, August 30, 2016 9:49 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: EXTERNAL: Application-Query-Delete-Entry

**
All,
I'm trying to figure out the syntax required for Application-Query-Delete-Entry 
 (Server is running ARS 7.5)
Trying to keep an "archive" of emails - we have a requirement to keep 6 months 
worth in the system (audit trail, proof of sending, etc.), and the form was 
actually turning out to be the largest on the system (over 7 million records - 
I manually deleted the older ones via the user tool, that is not fun!).
In an active link, just trying a simple
 $PROCESS$ @@:Application-Query-Delete-Entry "AR System Email Messages" '3' < 
($TIMESTAMP$ - (86400 * 75))
The 75 is related to a test system and the data that is on it (would obviously 
be changed on live).  The query itself is fine against the email messages form, 
it just comes up with a qualification error when run via the active link.
Any suggestions?  I could try an alternative using Application-Delete-Entry 
  and table walking, but that'll be horrendously inefficient 
in comparison to Application-Query-Delete-Entry.
Regards
Dave Barber
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recipient, you are hereby notified that any dissemination, distribution, or 
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Re: Remedy Administrator Opening - Verizon - Cary, NC

[Mark Wallace]

Equal Employment Opportunity
We’re proud to be an equal opportunity employer – and celebrate our employees’ 
differences, regardless of race, color, religion, gender, sexual orientation, 
gender identity, national origin, age, disability, or Veteran status.  
Different makes us better.

http://www.verizon.com/about/work/jobs/5548257-senior-remedy-administrator 

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Remedy Administrator Opening - Verizon - Cary, NC

[Mark Wallace]

Remedy Administrator position opening in Cary, NC.  Verizon Enterprise 
Solutions - Managed Services Public Sector (DOD/FED/State/Local Government/Ed), 
able to gain classified clearance and public trust.  Combined, Application 
Management, Systems Administration and Database Management.  Experience/working 
knowledge of Server hardware, UNIX/LINUX/Windows OS and Unix/Powershell 
Scripting a plus.

3 Days in office/2 days remote.  Great quality of life.  Not much on call or 
after hours activity.  Contact Mark Wallace at mark.a.wall...@verizon.com.

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Re: Limit Time Of Day a Filter Runs

[Brittain, Mark]

Todd

I use this one to limit the filter between Saturday, 9AM to Sunday, 9PM.

((($TIMESTAMP$ > ($DATE$ + ((60 * 60) * 9))) AND ($WEEKDAY$ = "Saturday")) OR 
(($TIMESTAMP$ < ($DATE$ + ((60 * 60) * 21))) AND ($WEEKDAY$ = "Sunday")))

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Friday, August 12, 2016 1:51 PM
To: arslist@ARSLIST.ORG
Subject: Limit Time Of Day a Filter Runs

**
We have a filter that is set up to send an email and need to limit it so that 
it only sends the email if the current time is between 7 AM and 6 PM.  Does 
anyone know if there is a way to limit this maybe by adding a qualification to 
the run if statement?  Any other ideas on how we may be able to limit the time 
of day the filter fires?

We are on ARS 8.1, and SQL 2008

Thanks in advance for any help

Todd Arner
Great Lakes

The information contained in this communication may be confidential, is 
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recipient, you are hereby notified that any dissemination, distribution, or 
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If you have received this communication in error, please forward the 
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Re: Remedy indexing at the DB level

[Brittain, Mark]

Granted I ran into this in 6.3 but after some db indexes were done, I could not 
manage indexing on the form at all. Couldn’ add, remove or update. So I would 
recommend avoiding it.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, August 12, 2016 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy indexing at the DB level

**
I don't think there has been a change in direction.  The only possible conflict 
I know of is if you are creating them at the db level using a naming standard 
that is the same as the ones that Remedy does, and you come across a conflict.

On Fri, Aug 12, 2016 at 9:47 AM, Rick Cook 
<remedyr...@gmail.com<mailto:remedyr...@gmail.com>> wrote:
**

Is anyone aware of a change in direction at BMC in terms of allowing indexes to 
be managed at the SQL level without affecting the ability to manage them in 
Remedy?

ARS /ITSM 8.1.2
SQL 2012

Rick
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Character Field Drop-down List

[Villamar, Mark Johnson]

Hello,

Is it possible to have a multiple selection in the Character Field using 
drop-down list as display type? It only allows to display one entryWhen 
I've tried to use "Edit" it allows me to display multiple selection but I don't 
want to have the field to be a "free typing" field.

Thanks for the help.

Mark

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Re: arslist Digest - 20 Jul 2016 to 21 Jul 2016 (#2016-164)

[Mark Herring]

Hi Dustin,

If you want to migrate data from previous versions of Remedy to new then I 
recommend the ITSM Bridge product which sounds like a perfect fit for you.  You 
can include any custom fields and forms you may have created and selectively 
migrate only the data records that you want.

You can get more information at www.itsmbridge.com <http://www.itsmbridge.com/> 

Hope that helps

Mark




> On 22 Jul 2016, at 05:00, arslist automatic digest system 
> <lists...@listserv.rbugs.com> wrote:
> 
> There are 9 messages totaling 1714 lines in this issue.
> 
> Topics of the day:
> 
>  1. Request for advice / suggestions regarding migration and training (4)
>  2. Cannot open SRD (4)
>  3. Resolved - RE: Cannot open SRD
> 
> The following is a DIGEST of postings to the ARSlist:
> 
> ___
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> 
> --
> 
> Date:Thu, 21 Jul 2016 18:02:31 +
> From:"Fawver, Dustin" <faw...@mail.etsu.edu>
> Subject: Request for advice / suggestions regarding migration and training
> 
> Greetings!
> 
> I hope that this doesn't turn out to be a long email.  I am soliciting advice 
> from fellow developers who may have already gone down the path that I seek to 
> travel.  First, the bits that people want to know.
> 
> Production:
> ARS:   7.1.00 Patch 004
> OS: Server 2003  (yes I know.  No longer supported)
> DB: SQL Server 2008 R2
> 
> New Development:
> ARS:   9.1.00
> OS:Server 2012 R2
> DB:SQL Server 2008 R2  (plans to upgrade within a few months to SQL 2012)
> 
> HISTORY
> ***
> Our BMC Remedy environment started way back with Remedy 3.  This is before I 
> joined the organization.  From what I can recall, it went from 3 to 4 and 
> then to 7.  We're not running ITSM.  The forms we've been working with have 
> been added to and seem to work well.  I went to the Administering training 
> for version 7.x Part 2 many years ago to learn more about forms and workflow. 
>  The lead developer who did the first two migrations has retired and this is 
> my first migration.
> 
> OBJECTIVE
> ***
> I need to migrate from 7.1 to 9.1.  Management thinks that the current 
> environment is (and looks) old.  I want to "do this right" so that hopefully 
> things are much easier when subsequent versions are released.  The data from 
> the current version needs to be migrated as well.  I also need to show some 
> "razzle dazzle" with the new version.  If management's happy, then I'll be 
> happy, and possibly elevated out of the Helpdesk tech position.
> 
> PROGRESS
> ***
> I have been successful in using Developer Studio to export forms from the 
> production server to the new one.  Some of the menus don't work, but it 
> appears that those are due to form dependencies and where I haven't imported 
> data yet.
> 
> I have read several different posts both on this list and also by using 
> Google to search for things.  I've read where it should be just fine to just 
> migrate customized forms.  I've read where it's best to use overlays.  I've 
> not done this as Developer Studio is still foreign to me.  It reminds me of 
> BMC Remedy Administrator in ways.  I've also read where people have upgraded 
> from 7.1 to either 7.5 or 7.6 (I can't remember which one), that it was 
> rather painful to do, but it was supposed to make things easier for the 
> future.
> 
> TRAINING
> ***
> I've been offered to take training regarding the new version.  Given what 
> training I've done and the objective that I'm trying to achieve, what would 
> those of you who may have done this would recommend as far as successfully 
> implementing things.  I didn't want to just jump into a training course for 
> ARS 9.1 if there's going to be quite a bit of prerequisite stuff that I'll 
> need to know.
> 
> I hope this makes sense and I hope I didn't ramble on too much.
> 
> Thanks!
> 
> --Dustin Fawver
> 
> East Tennessee State University
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> 
> --
> 
> Date:Thu, 21 Jul 2016 11:20:30 -0700
> From:Rick Cook <remedyr...@gmail.com>
> Subject: Re: Request for advice / suggestions regarding migration and training
> 
> Dustin, I would recommend that you schedule in BMC Engage this September.

Re: Printing attachment from workflow

[Mark L]

Currently both, but we are pushing to retire the user tool for this custom app, 
so if it only works on M-T, that will help our cause.

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Printing attachment from workflow

[Mark L]

Is there a way to print an Remedy form attachment in an attachment pool 
directly from workflow, i.e., a [Click to Print Form] button.  The attachment 
will always be a PDF.

I lost the debate that clicking on open and then print button is a reasonable 
solution, they want one button and done.

Thanks,
Mark

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Re: CMDB extension for Telecom Network

[Mark Rushton]

OS3 from Quindell software. eTom compliant.

Sent from my iPhone 6 

> On 19 Jul 2016, at 19:05, Joe D'Souza  wrote:
> 
> **
> To the best of my knowledge there isn’t a ready made tailored extension to 
> the classes you are looking for. You would need to custom build these. If I 
> recall correctly, there used to be a lightweight extension available for 
> telecom customers to plug into the CMDB in the past but I do not think it was 
> further developed to incorporate newer classes that surfaced with time in the 
> telecom market.
>  
> Joe
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh
> Sent: Tuesday, July 19, 2016 10:34 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: CMDB extension for Telecom Network
>  
> **
> Thanks everyone, i checked OS3 extension on BMC site and it doesn't support 
> version 9.
>  
> Is there any other extension available  ? or we need to create custom 
> classes for the same.?
>  
> Regards,
> Harsh
>  
> On Tue, Jul 19, 2016 at 3:32 PM, Rick Cook  wrote:
> **
> We had to build a custom subclass off of Connectivity Segment. 
> 
> Rick
> 
>  
> On Jul 19, 2016 03:07, "Satya Gandhi"  wrote:
> **
> A look at the screen shots on the Quob Park Os3 Framework looks eerily 
> similar to Quindell OS3 solution
>  
> Satya 
>  
> On 19 July 2016 at 10:19, Rüdiger Tams  wrote:
> **
> I think Quindell is now Quob Park...
> 
>> Kelvin Tan Kailun  hat am 19. Juli 2016 um 11:06 
>> geschrieben:
>> 
>> 
>> **
>> What about Quindell OS3 Frameworks ?
>>  
>> On Tue, Jul 19, 2016 at 4:51 PM, Rüdiger Tams  wrote:
>> **
>> I do not know about an extension of CMDB 9.x for telecommunication CIs from 
>> BMC... maybe with the ADDM product?
>> 
>> Or maybe this could work...? AFAIK this is (was?) based on BMC Remedy ITSM.
>> 
>> http://www.quobparksolutions.com/solutions/os%C2%B3-frameworks/
>> 
>> regards
>> 
>> Rüdiger
>> 
>>> Harsh  hat am 19. Juli 2016 um 10:26 geschrieben:
>>> 
>>> 
>>> **
>>> Hi Everyone,
>>>  
>>> Could you please let me know if there is any cmdb extension available for 
>>> telecom networks like node, circuit, links etc. for 9.1 version.
>>>  
>>> --
>>> Thanks & regards
>>> “Harsh Chaudhary” 
>>> "Impatience never commanded success"
>>>  
>>>  
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> 
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>  
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> 
>  
> --
> Thanks & regards
> “Harsh Chaudhary” 
> "Impatience never commanded success"
>  
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Load balancing

[Brittain, Mark]

Hi All

I have two mid-tiers and two AR Servers in a server group with netscaler load 
balancing in-between. Had a situation where the second AR Server in the group 
stopped responding but the load balancing did not detect this and whole server 
group became inaccessible. Digging a little deeper into the load balancing 
determined the netscaler pings the per port but doesn't go any deeper. So in 
this situation, the port was up and netscaler continued to push traffic to the 
hung server.

Is there something better that netscaler can monitor that would detect when the 
AR Server stops? If not, is there any way to ensure that if one server quits, 
everything goes to the other server and users are not interrupted?

ARS 7.6.04 SP5
ITSM 7.6.04 SP2
Mid-Tier 7.6.04 SP5

Thanks
Mark

Mark Brittain  | Sr. Systems Engineer | 315.637.9337 O 315.882.5360 M
125 Elwood Davis Road | Syracuse NY 13212
[Navisite]




This E-mail and any of its attachments may contain Time Warner Cable 
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Re: Change from Normal to Emergency Error

[Brittain, Mark]

I think that’s it. Thanks Kunal.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of kunal das
Sent: Thursday, May 26, 2016 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change from Normal to Emergency Error

**

Dear Mark,

Thank you for sharing the used case.

The behavior you noticed in 7.6.04 release of Change Management is a known 
Defect SW00438538

You can reach out to BMC Customer support to get the hotfix. Also you may want 
to check the knowledge article 000110366 and test the hotfix attached.

BMC Knowledge Article: 
https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000110366

I hope this helps.

Regards,

Kunal Das

On Thu, May 26, 2016 at 7:29 PM, Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
**
Hi All,

Running into a strange situation if a user attempts to update the Class/Change 
Timing from Normal to Emergency on an existing Change. ON save (modify) the 
Class gets set back to Normal and the user gets the following message 
ARWARN45538 This change request has been updated since it was opened and will 
be refreshed. Now if a user creates a Change with the Class as Emergency, that 
works fine. I have run the logs and been through all the workflow but can’t 
seem to find why this occurs.

Any ideas/suggestions would be greatly appreciated.
ARS 7.6.04 SP5
ITSM 7.6.04 SP2

Thanks
Mark

Mark Brittain
Sr. Systems Engineer - ITSM
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. – A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
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Re: Change from Normal to Emergency Error

[Brittain, Mark]

Hi Tauf,

That was a really good idea. Dropped back to Draft from Scheduled, then tried 
to go Emergency and got the same warning message.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Thursday, May 26, 2016 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change from Normal to Emergency Error

**
Mark,
Which status is the change in? I know that the approval workflow may go nuts if 
you start changing dependent fields past the draft status.


Sent from my iPhone

On May 26, 2016, at 9:59 AM, Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
**
Hi All,

Running into a strange situation if a user attempts to update the Class/Change 
Timing from Normal to Emergency on an existing Change. ON save (modify) the 
Class gets set back to Normal and the user gets the following message 
ARWARN45538 This change request has been updated since it was opened and will 
be refreshed. Now if a user creates a Change with the Class as Emergency, that 
works fine. I have run the logs and been through all the workflow but can’t 
seem to find why this occurs.

Any ideas/suggestions would be greatly appreciated.
ARS 7.6.04 SP5
ITSM 7.6.04 SP2

Thanks
Mark

Mark Brittain
Sr. Systems Engineer - ITSM
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. – A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360





This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
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_ARSlist: "Where the Answers Are" and have been for 20 years_
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Change from Normal to Emergency Error

[Brittain, Mark]

Hi All,

Running into a strange situation if a user attempts to update the Class/Change 
Timing from Normal to Emergency on an existing Change. ON save (modify) the 
Class gets set back to Normal and the user gets the following message 
ARWARN45538 This change request has been updated since it was opened and will 
be refreshed. Now if a user creates a Change with the Class as Emergency, that 
works fine. I have run the logs and been through all the workflow but can't 
seem to find why this occurs.

Any ideas/suggestions would be greatly appreciated.
ARS 7.6.04 SP5
ITSM 7.6.04 SP2

Thanks
Mark

Mark Brittain
Sr. Systems Engineer - ITSM
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
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Re: Remedy: Email with URL with double slash

[Walters, Mark]

ARS 9.1?  There’s a defect (SW00504858) open for this and it looks like there’s 
a hotfix available.  Contact support if you need the fix.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gabriel Gutierrez
Sent: 19 May 2016 21:11
To: arslist@ARSLIST.ORG
Subject: Remedy: Email with URL with double slash

**
Hi

I have the following URL that it sent OOTB notifications:

https://itsmprod./arsys//servlet/ViewFormServlet?form=NTE%3ANotifier=arsystem=NTS3819<https://itsmprod.%3cdomain%3e/arsys/servlet/ViewFormServlet?form=NTE%3ANotifier=arsystem=NTS3819>

The problem is el double slash // after arsys

How chage from double slash (//) to single slash (/)?

Best Regards

Socken
_ARSlist: "Where the Answers Are" and have been for 20 years_
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 
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Re: arslist Digest - 5 May 2016 to 6 May 2016 (#2016-104)

[Mark Herring]

Haven’t tried Delphix but it you want to create a copy of your custom 7.6.4 
application you might want to try ITSM Bridge: www.itsmbridge.com

Mark Herring




> On 7 May 2016, at 05:00, arslist automatic digest system 
> <lists...@listserv.rbugs.com> wrote:
> 
> There are 9 messages totaling 343 lines in this issue.
> 
> Topics of the day:
> 
>  1. Getting an email from NTE Notifications in both HTML and Plain txt
>  2. CMDBBOException occurred: ERROR (120417, Unable to Create SRD (2)
>  3. Making field required after the fact (5)
>  4. Using ARS 7.6.4 & Delphix to create a virtual copy of our app
> 
> The following is a DIGEST of postings to the ARSlist:
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
> 
> --
> 
> Date:Fri, 6 May 2016 06:48:14 -0700
> From:Kelly Deaver <kdea...@kellydeaver.com>
> Subject: Re: Getting an email from NTE Notifications in both HTML and Plain 
> txt
> 
> [Message contains invalid MIME fields or encoding and could not be processed]
> 
> --
> 
> Date:Fri, 6 May 2016 14:17:33 -0400
> From:Sri teja <cooldd...@gmail.com>
> Subject: CMDBBOException occurred: ERROR (120417, Unable to Create SRD
> 
> Help,
> 
> Getting below error while trying to create an SRD. Any suggestions would be 
> really helpful ?
> Remedy 8.1
> 
>   CMDBBOException occurred: ERROR (120417): An unknown error occured 
> while trying to create a CMDB Relationship Instance between two of the 
> business objects; Class : com.bmc.atrium.bol.BORequestableOffering, Id : = 
> OI-6679dfb5968f4b48a644bca5ccc3ba54 ; Caused by: ERROR (120040): The 
> relationship endpoint instance does not exist.; 
> Rel(clsId:BMC.CORE:BMC_DEPENDENCY instId: OI-4b59de007fa348549c6a16711600452d 
> can't be created. L-endpoint inst does not exist -- , instId: 
> BMC_GLOBAL_DEFAULT_SRVC_OFFERING (ARERR 191005)
> 
> ___
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> 
> --
> 
> Date:Fri, 6 May 2016 15:43:07 -0400
> From:Tom Siegel <tsie...@intrado.com>
> Subject: Making field required after the fact
> 
> Folks I have a custom tab on the HPD:Help Desk form that holds a custom 
> DateTime field. The ask was to make the field required if the logged in user 
> is a member of a specific support group. Easy enough so I created an active 
> link to make the field required. Everything works as it should on submit, but 
> even though the lable is bold and has the asterisk, the system is not 
> treating the field as required on Modify. After doing some active link 
> logging I decided to disable my active link and make the field required on 
> the HPD:Help Desk form. Same behavior, it is enforced on submit but not on 
> modify. Could this perhaps be built in functionality for Remedy? If so are 
> there any suggested work arounds?
> 
> Thansk,
> 
> Tom
> 
> ___
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> 
> --
> 
> Date:Fri, 6 May 2016 19:56:53 +
> From:"Grooms, Frederick W" <frederick.w.gro...@xo.com>
> Subject: Re: Making field required after the fact
> 
> Are you saying the field is required each time a member of the group updates 
> the record or once it has a value it is good for the life of the ticket?
> 
> Fred
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Tom Siegel
> Sent: Friday, May 06, 2016 2:43 PM
> To: arslist@ARSLIST.ORG
> Subject: Making field required after the fact
> 
> Folks I have a custom tab on the HPD:Help Desk form that holds a custom 
> DateTime field. The ask was to make the field required if the logged in user 
> is a member of a specific support group. Easy enough so I created an active 
> link to make the field required. Everything works as it should on submit, but 
> even though the lable is bold and has the asterisk, the system is not 
> treating the field as required on Modify. After doing some active link 
> logging I decided to disable my active link and make the field required on 
> the HPD:Help Desk form. Same behavi

Re: arforkd - Linux upgrade issue

[Walters, Mark]

It should be started by the server itself, it's not run from armonitor.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: 04 May 2016 15:47
To: arslist@ARSLIST.ORG
Subject: arforkd - Linux upgrade issue

**
Hi all -

We've been upgrading Linux on some older servers running ARS/ITSM 7.6.04x.

Some of them work.  Some do not - the ones that do not give a message saying 
arforkd is not running.  And sure enough it's not.

I'm having a brain cramp - where/how is arforkd started?  I don't see it 
referenced in the arsystem file or any of the *.sh files, and it's not in the 
armonitor.conf file or ar.conf.

???

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_
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Re: Sending request - mailto: Navigation was cancelled

[Brittain, Mark]

Thomas

I have also tried mailto and unless you are real good formatting across 
multiple mail platforms and smartphones it might not get you the results you 
want. In any case, good luck

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
Sent: Monday, April 18, 2016 9:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sending request - mailto: Navigation was cancelled

** Mark,

yes, we use PERFORM-ACTION-OPEN-URL and tried with New and current. The problem 
is IE not ARS.

The dialog option is of course nice, but we tried to keep it simple so we went 
for mailto.


Thanks
Thomas

On Monday, April 18, 2016, Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
**
Thomas

Couple of options. First have you tried including current or new like 
PERFORM-ACTION-OPEN-URL NEW

I think I am doing the same opening a custom pre-formatted email form. I handle 
this by doing an open window (dialog) and then have a push field (create new 
record) and close window behind the sent button. Then I have an on create 
notify filter to actually send. Using the dialog allows you to size the “email” 
form

Hope this helps.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<javascript:_e(%7B%7D,'cvml','arslist@ARSLIST.ORG');>]
 On Behalf Of Thomas Miskiewicz
Sent: Saturday, April 16, 2016 4:09 AM
To: arslist@ARSLIST.ORG<javascript:_e(%7B%7D,'cvml','arslist@ARSLIST.ORG');>
Subject: Sending request - mailto: Navigation was cancelled

**
Hello there,

we got a button that builds the URL to the current request and then we perform 
PERFORM-ACTION-OPEN-URL $URL$ to open a new email.

The $url$ contains something like this: 
mailto:?subject=Incident<javascript:_e(%7B%7D,'cvml','?subject%5Cx3dIncident');>
 
Ticket:%2000869696=%0ALink%20to%20Ticket:%0A<https://ourserver/arsys/forms%2Farse7%2FOurform%2FAdminstrator%2BView%2F%3Feid=00869696<https://esp-d.inet.bundesbank.de/arsys/forms%2Farse7%2FBBK:TroubleTicket%2FAdminstrator%2BView%2F%3Feid=00869696>>.

This works just fine but when we do it in the Internet Explorer it has the side 
effect that it opens and new IE window that says Navigation to the webpage was 
cancelled.

Ideas how to get rid of it or alternative solution how to email a link to a 
request?

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



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Re: Sending request - mailto: Navigation was cancelled

[Brittain, Mark]

Thomas

Couple of options. First have you tried including current or new like 
PERFORM-ACTION-OPEN-URL NEW

I think I am doing the same opening a custom pre-formatted email form. I handle 
this by doing an open window (dialog) and then have a push field (create new 
record) and close window behind the sent button. Then I have an on create 
notify filter to actually send. Using the dialog allows you to size the “email” 
form

Hope this helps.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
Sent: Saturday, April 16, 2016 4:09 AM
To: arslist@ARSLIST.ORG
Subject: Sending request - mailto: Navigation was cancelled

**
Hello there,

we got a button that builds the URL to the current request and then we perform 
PERFORM-ACTION-OPEN-URL $URL$ to open a new email.


The $url$ contains something like this: mailto:?subject=Incident 
Ticket:%2000869696=%0ALink%20to%20Ticket:%0A<https://ourserver/arsys/forms%2Farse7%2FOurform%2FAdminstrator%2BView%2F%3Feid=00869696<https://esp-d.inet.bundesbank.de/arsys/forms%2Farse7%2FBBK:TroubleTicket%2FAdminstrator%2BView%2F%3Feid=00869696>>.

This works just fine but when we do it in the Internet Explorer it has the side 
effect that it opens and new IE window that says Navigation to the webpage was 
cancelled.

Ideas how to get rid of it or alternative solution how to email a link to a 
request?

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



This E-mail and any of its attachments may contain Time Warner Cable 
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Add fields to OTB notifications

[Brittain, Mark]

Hi All

I have been asked to add a couple of fields to the Group and Assignee 
notifications. One in particular is Company. Using the OTB Notifications, how I 
would add Company? The field is not available from the menus on the 
SYS:Notification Messages form. The menu traces back to the SYS:Form Field 
Selection form. Do I just need to add a record there and then select from the 
menu on the SYS:Notification Messages form? Or is there more to do? If any one 
has a step by step list for this, it would be most appreciated.

ARS 7.6.04
ITSM 7.6.04

ZThanks
Mark

Mark Brittain
Sr. Systems Engineer - ITSM
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
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Messages don't close when going back to console

[Brittain, Mark]

Hi All,

This is probably something really simple. Starting at the Incident Console, the 
user selected an Incident. When the Incident is displayed a custom message 
might appear on the prompt bar. When the user goes back to the Incident 
Console, the message still displays on the prompt bar. Is there something that 
would close message in this situation?

ARS- 7.6.04
ITSM 7.6.04

Thanks
Mark

Mark Brittain
Sr. Systems Engineer - ITSM
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
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unlawful. If you have received this E-mail in error, please notify the sender 
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Enterprise Password Recovery Management

[Brittain, Mark]

Hi All,

Has anyone done an integration with LieberSoft's Enterprise Password Recovery 
Management (EPRM) and ITSM 7.6.04? We're only doing a simple integration where 
EPRM queries an Incident Number to validate one exists. Set up the ITSM account 
and from the EPRM Console can authenticate with ITSM. However when we try to 
query an Incident, we get back the error "Could not verify ticket with Remedy - 
Failed to initialize the BMC remedy server!" on the EPRM console.

I am not seeing any issue in the logs so my thought is the request/query is not 
even getting there. We use a custom port and I suspect that is the issue. 
However no one knows how to configure this port in EPRM. Any insight, 
suggestions would be greatly appreciated.

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




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proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
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Re: Confusion over AR_SERVER_INFO values as changed in the Rel 9 API - even worse with 9.1.0

[Walters, Mark]

Misi,

I don't know about the original issue that Ben pointed out - the renumbering of 
some values.  What I tried to say is that the AR_CURRENT_API_VERSION defined in 
the ar.h tells you the API version that a client built using that set of API 
files will use - it shouldn't be used to determine the version of the server 
that they shipped with.  If you look at the 8.1 releases all three versions 
(RTM, SP1 and SP2) have API version 21 but 9.0 is 21 and 9.0 SP1 is 22 - at 
least for the Java API.  It looks as though the C API has stayed at the same 
level between 9.x releases.

I'll have a look at the SERVER_INFO values and see if I can find out why they 
were changed between 8 and 9 - was there a reason or a mistake.

Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: 17 March 2016 11:57
To: arslist@ARSLIST.ORG
Subject: Re: Confusion over AR_SERVER_INFO values as changed in the Rel 9 API - 
even worse with 9.1.0

Hi Mark,

Do you really think that the server will map 379 to 380 depending on the client 
API version? The API version in ar.h seems to be the same in the sample Ben 
gave us.

To me it seems unsettling that the C-API is not updated in the same way as the 
Java-API. But I guess this was bound to happen. If there is no longer a 
C-API-Admin-Tool but instead a Java-API-DevStudio, there is no point in keeping 
the C-API up to date.

In any event I will be increasingly afraid to do Admin-changes through the 
C-API...

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.

> Ben,
>
> I'm not 100% certain but my understanding is that the API version does
> not indicate the server version but the version of the API
> specification - the values below are from the ar.h file?  If so this
> is the API/RPC revision level that a client built using that API will
> conform to.  The server will have a corresponding max API revision
> number and the two will negotiate to the highest supported by both.
> If you want the server version you'll have to make a GSI call for operation 
> number 4.
>
> If you check the API logs from a 9.1 server you should see some
> clients with protocol version 23 so it looks like the C and Java APIs
> may be at different levels in 9.1.
>
> I've tried to put together a list of release and protocol/db versions
> here -
> https://communities.bmc.com/docs/DOC-37267
>
> Mark
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys
> Sent: 17 March 2016 02:17
> To: arslist@ARSLIST.ORG
> Subject: Re: Confusion over AR_SERVER_INFO values as changed in the
> Rel 9 API
> - even worse with 9.1.0
>
> **
> Well folks,
>
> I'm afraid it just got a lot worse!!!
>
> 9.1.0 identifies itself as 9.0.0 but has a different set of
> AR_SERVER_INFO
> values:
>
>>From 9.0.0
> #define AR_CURRENT_API_VERSION   21  /* current api version */
> #define AR_MAX_SERVER_INFO_USED 426  /* set "highest" server info */
>
>>From 9.1.0
> #define AR_CURRENT_API_VERSION   21  /* current api version */
> #define AR_MAX_SERVER_INFO_USED 443  /* set "highest" server info */
>
> I suppose it is too late for BMC to fix this absolute mess.   How is one's
> source code to differentiate between 9.0.0 and 9.1.0 - given that they
> both identify themselves as the same release and given that they have
> different symbols defined?  I suppose it means that
> AR_CURRENT_API_VERSION is NOT to be used to identify the API release
> but rather AR_MAX_SERVER_INFO_USED (as long as you don't go back far
> enough that that symbol is not defined) or possibly a combination of the two 
> symbols.
>
> I have yet to look at the actual INFO values themselves and shudder to
> think what I may find.
>
> Cheers
> Ben
>
> From: Ben Chernys [mailto:ben.cher...@softwaretoolhouse.com]
> Sent: March-01-16 10:24
> To: 'arslist@ARSLIST.ORG'
> Subject: Confusion over AR_SERVER_INFO values as changed in the Rel 9
> API
>
> Hi Folks,
>
> I am just trying to get my head around the AR_SERVER_INFO changes
> introduced in release 9.
>
> ARS 9 does something not done previously with these values:
> It changes the integer in some Info values and deletes some Info
> values
>
> Image this scenario:  You have a release 9 API accessing a Release 8 server.
> Which symbol do you use for a release 8 value?  There are no symbols
> for d

Re: Confusion over AR_SERVER_INFO values as changed in the Rel 9 API - even worse with 9.1.0

[Walters, Mark]

Ben,

I'm not 100% certain but my understanding is that the API version does not 
indicate the server version but the version of the API specification - the 
values below are from the ar.h file?  If so this is the API/RPC revision level 
that a client built using that API will conform to.  The server will have a 
corresponding max API revision number and the two will negotiate to the highest 
supported by both.  If you want the server version you'll have to make a GSI 
call for operation number 4.

If you check the API logs from a 9.1 server you should see some clients with 
protocol version 23 so it looks like the C and Java APIs may be at different 
levels in 9.1.

I've tried to put together a list of release and protocol/db versions here - 
https://communities.bmc.com/docs/DOC-37267

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys
Sent: 17 March 2016 02:17
To: arslist@ARSLIST.ORG
Subject: Re: Confusion over AR_SERVER_INFO values as changed in the Rel 9 API - 
even worse with 9.1.0

**
Well folks,

I'm afraid it just got a lot worse!!!

9.1.0 identifies itself as 9.0.0 but has a different set of AR_SERVER_INFO 
values:

>From 9.0.0
#define AR_CURRENT_API_VERSION   21  /* current api version */
#define AR_MAX_SERVER_INFO_USED 426  /* set "highest" server info */

>From 9.1.0
#define AR_CURRENT_API_VERSION   21  /* current api version */
#define AR_MAX_SERVER_INFO_USED 443  /* set "highest" server info */

I suppose it is too late for BMC to fix this absolute mess.   How is one's 
source code to differentiate between 9.0.0 and 9.1.0 - given that they both 
identify themselves as the same release and given that they have different 
symbols defined?  I suppose it means that AR_CURRENT_API_VERSION is NOT to be 
used to identify the API release but rather AR_MAX_SERVER_INFO_USED (as long as 
you don't go back far enough that that symbol is not defined) or possibly a 
combination of the two symbols.

I have yet to look at the actual INFO values themselves and shudder to think 
what I may find.

Cheers
Ben

From: Ben Chernys [mailto:ben.cher...@softwaretoolhouse.com]
Sent: March-01-16 10:24
To: 'arslist@ARSLIST.ORG'
Subject: Confusion over AR_SERVER_INFO values as changed in the Rel 9 API

Hi Folks,

I am just trying to get my head around the AR_SERVER_INFO changes introduced in 
release 9.

ARS 9 does something not done previously with these values:
It changes the integer in some Info values and deletes some Info values

Image this scenario:  You have a release 9 API accessing a Release 8 server.
Which symbol do you use for a release 8 value?  There are no symbols for 
deleted values which are still legitimate on the 8 server.  The symbol defined 
in the 9 API will request the wrong value on an 8 server.

Similarly, you have a release 8 API accessing a release 9 server:  When you ask 
for an Info that has had a number change, what do you get?

For now, I will have to get around the problem by not asking for contentious 
info values.  Heaven forbid that someone wants these values :)

I question how something this basic and simple could have been turned into 
something this obtuse and convoluted.  I also question what the API itself does 
when "maintaining compatibility" across server releases.

Kudos to BMC, they have maintained excellent compatibility across server 
releases when it comes to the data portion of the API.
This is the first release which does not.  Any comments from BMC would be 
welcome.

Details:

Release 8.1 API

-  These are all dropped in 9:
#define AR_SERVER_INFO_MESSAGE_BROKER_URL 374 /* char - Message Broker 
URL */
#define AR_SERVER_INFO_NUMBER_OF_SELECTOR_THREADS 375 /* int - Number of 
selector threads. */
#define AR_SERVER_INFO_MESSAGE_BROKER_PORT376 /* int - Messsaging(JMS) 
broker port. */
#define AR_SERVER_INFO_JMX_PORT   377 /* int - JMX Port */
#define AR_SERVER_INFO_PEER_LISTENER_PORT 378 /* int - (Cache) 
Peer-listener-port */

-  These are renumbered in 9:
#define AR_SERVER_INFO_API_MONITORING_UPDATE_INTERVAL 379 /* int - Update 
Interval for API Monitoring */
#define AR_SERVER_INFO_API_RECORDING_CLIENT_TYPE  380 /* char - API Recording 
on for specific Client Type */
#define AR_SERVER_INFO_API_RECORDING_ENABLE   381 /* int - Enable Flag 
would be set to T or F */
#define AR_SERVER_INFO_API_RECORDING_CLIENT_TYPE  380 /* char - API Recording 
on for specific Client Type */
#define AR_SERVER_INFO_API_RECORDING_ENABLE   381 /* int - Enable Flag 
would be set to T or F */
#define AR_SERVER_INFO_OBJ_RESERVATION_REPOSITORY_TYPE 382 /* int - Object 
reservation repository type - 0  ARS; 10 External */

-  This value has a different meaning in 9:
#define AR_SERVER_INFO_SERVICE_RECORDING_ENABLE   383 /* int - flag to enable 
the Service Monitoring */

-  Now they align with 9
#define AR_SE

Re: Create Related Request Functionality

[Brittain, Mark]

Hi Dylan

I haven’t thought about Incident to Work Order but I have modified the Incident 
to Change. This involves two active link guides.

HPD:INC:QuickActions_CreateRequest pushes the data to the SHR:LandingConsole 
via active link INT:CHG:HPD:INC:CreateAssociation_Change_003 The syntax for 
this was rather time consuming.

SHR:LHP:FromOpen pushes data to a new Change via active link 
SHR:LHP:FOrmOpenCreateAssocChg_InVF

Hope this helps
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dylan Armstrong
Sent: Wednesday, March 09, 2016 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Create Related Request Functionality

Hi Folks!

Question about Creating a Related Request on Incident in Remedy 8.1.

I would like to add the option for an Incident to open a Work Order.  I've 
looked at the code for INC to CHG and the others.  It looks like they use the 
PERFORM-ACTION-SEND-EVENT process to complete this but it's specific to the 
module (@ CREATEASSOC_HPDCHG).

Has anyone created this functionality using this method?  If so, how did you do 
it?  Thanks in advance!!

Dylan Armstrong
BMC Remedy Administrator, ITSM
Hartford Healthcare

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Re: How to list down all the custom fields on ITSM forms?

[Brittain, Mark]

You could do it with AR Utilities. This may not be the best approach but if you 
go to the fields tab, select the table/forms that are overlays, it will give 
you the list custom fields. The list will include the form Request ID (1) but 
that is easy to identify/exclude. OTB overlaid fields you may be able to 
exclude but generally you can find those by Field ID. The list can then be 
exported.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, March 04, 2016 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to list down all the custom fields on ITSM forms?

**
AA,
Just to be clear on definitions.  Are you looking for a list of all fields in 
your system that are currently of type 'Custom', or are you looking for a list 
of all fields in your system that were created by you, not BMC, but are not 
identified properly as custom objects yet, so that you can go through your 
system and mark them as custom for the upgrade?

On Wed, Mar 2, 2016 at 7:44 AM, Abhishek Anand 
<abhi.masc...@gmail.com<mailto:abhi.masc...@gmail.com>> wrote:
Hi Experts,



Please could you guide me for any technique to list down the name of all the 
custom fields in whole ITSM related forms?

As we are soon upgrading to ITSM 9.0 and will be using SMART Reporting moving 
ahead so we require it.

We require the list of custom fields from whole ITSM related forms to analyse 
it and accomodate it for the SMART Reporting.



Ealry response will be highly appreciated.



Cheers,

AA

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This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
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Re: AR Utilities Saga continues

[Brittain, Mark]

Hi Jason,

That is exactly for the help I was hoping to obtain. I was able to find my 
valid key on the old workstation and apply to the new.

Thank you.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, February 19, 2016 4:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR Utilities Saga continues

**
I see my license key in the registry: HKEY_CURRENT_USER\Software\ARUtilities75

On Fri, Feb 19, 2016 at 11:46 AM Brittain, Mark 
<mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote:
**
Hi All & TGIF

As you may recall I am having issues installing ARUtilities 7.6 on my new 
workstation and after a few tries did get it installed. However I cannot find 
the license key. I have tried emailing support but I’m guessing they’re not 
there anymore. Is there any way to recover the license key from a machine that 
was properly licensed? I see there are a few crack programs out there but 
hesitate to go there as I have been burned before on such site.

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. – A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
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Re: arslist Digest - 18 Feb 2016 to 19 Feb 2016 (#2016-43)

[Mark Herring]

; "Where the Answers Are, and have been for 20 years"
> 
> --
> 
> Date:Fri, 19 Feb 2016 12:12:26 -0500
> From:Tauf Chowdhury <taufc...@gmail.com>
> Subject: Smart Reporting Remedy 9
> 
> Anyone run into and hopefully fix the date/time issue in Smart Reporting 
> where it evidently can't understand the concept of midnight!? 
> For example, using date measures like "yesterday" yields results from 12p noon
> Changing the time to 12am still shows 12 noon. It only recognizes 1am onwards.
> 
> 
> Sent from my iPhone
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> 
> --
> 
> Date:Fri, 19 Feb 2016 19:45:32 +
> From:"Brittain, Mark" <mbritt...@navisite.com>
> Subject: AR Utilities Saga continues
> 
> Hi All & TGIF
> 
> As you may recall I am having issues installing ARUtilities 7.6 on my new 
> workstation and after a few tries did get it installed. However I cannot find 
> the license key. I have tried emailing support but I'm guessing they're not 
> there anymore. Is there any way to recover the license key from a machine 
> that was properly licensed? I see there are a few crack programs out there 
> but hesitate to go there as I have been burned before on such site.
> 
> Thanks
> Mark
> 
> Mark Brittain
> Sr. OSD Systems Engineer
> ITILv3 Foundation, Continual Service Improvement
> NaviSite, Inc. - A Time Warner Cable Company
> mbritt...@navisite.com<mailto:mbritt...@navisite.com>
> Office: 315.634.9337
> Mobile: 315.882.5360
> [navsig]
> 
> 
> 
> 
> This E-mail and any of its attachments may contain Time Warner Cable 
> proprietary information, which is privileged, confidential, or subject to 
> copyright belonging to Time Warner Cable. This E-mail is intended solely for 
> the use of the individual or entity to which it is addressed. If you are not 
> the intended recipient of this E-mail, you are hereby notified that any 
> dissemination, distribution, copying, or action taken in relation to the 
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> unlawful. If you have received this E-mail in error, please notify the sender 
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> --
> 
> Date:Fri, 19 Feb 2016 15:03:02 -0500
> From:JD Hood <hood...@gmail.com>
> Subject: Re: Smart Reporting Remedy 9
> 
> Does it make any difference if you use 24hr time? For example, instead of
> "12:00:01 AM", have you tried "00:00:01"?
> 
> Thanks,
> -JDHood
> 
> On Fri, Feb 19, 2016 at 12:12 PM, Tauf Chowdhury <taufc...@gmail.com> wrote:
> 
>> Anyone run into and hopefully fix the date/time issue in Smart Reporting
>> where it evidently can't understand the concept of midnight!?
>> For example, using date measures like "yesterday" yields results from 12p
>> noon
>> Changing the time to 12am still shows 12 noon. It only recognizes 1am
>> onwards.
>> 
>> 
>> Sent from my iPhone
>> 
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>> 
> 
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> --
> 
> Date:Fri, 19 Feb 2016 20:20:24 +
> From:"Tagg, Mark - Mark" <mark.t.t...@lowes.com>
> Subject: RSA Archer (Risk & Compliance) integration with Remedy 7.6?
> 
> Looking to front end our Risk and Compliance system (Archer) with a Service 
> Request in 7.6.
> 
> 
> 1.   Is there an integration between Archer and Remedy 7.6?
> 
> 2.   If not, how can I get these two to pass data back and forth?
> 
> Thanks
> 
> NOTICE: All information in and attached to the e-mails below may be 
> proprietary, confidential, privileged and otherwise protected from improper 
> or erroneous disclosure. If you are not the sender

RSA Archer (Risk & Compliance) integration with Remedy 7.6?

[Tagg, Mark - Mark]

Looking to front end our Risk and Compliance system (Archer) with a Service 
Request in 7.6.


1.   Is there an integration between Archer and Remedy 7.6?

2.   If not, how can I get these two to pass data back and forth?

Thanks

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AR Utilities Saga continues

[Brittain, Mark]

Hi All & TGIF

As you may recall I am having issues installing ARUtilities 7.6 on my new 
workstation and after a few tries did get it installed. However I cannot find 
the license key. I have tried emailing support but I'm guessing they're not 
there anymore. Is there any way to recover the license key from a machine that 
was properly licensed? I see there are a few crack programs out there but 
hesitate to go there as I have been burned before on such site.

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.

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Re: tnsnames.ora change not recognized

[Brittain, Mark]

Hi Fred

AR Server

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, February 16, 2016 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: tnsnames.ora change not recognized

**
Which system did you update the tnsnames.ora file on?  Was it on your ARS 
server or the Oracle database server?

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, February 16, 2016 9:46 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: tnsnames.ora change not recognized

**
Hi All

On my dev environment, we moved an external oracle (non-Remedy) database to 
another subnet and then updated tnsnames.ora file with a new alias in the 
oracle client. As far as I know, that is all we needed to do but when I run a 
query using the alias I get ORA-02019: connection description for remote 
database not found. Is there something I am missing?

ARS 7.6.04
Oracle 11.2

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com<mailto:mbritt...@navisite.com>
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
unlawful. If you have received this E-mail in error, please notify the sender 
immediately and permanently delete the original and any copy of this E-mail and 
any printout.



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

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