Re: Creating Asset People Relationships Using AI
You should be careful of using the last login user. While this may work for most CIs, there could be ones that are shared machines and the Last Login would not be accurate. There is an field in SCCM called TopConsoleuser0 that can be used instead from an SCCM table called v_GS_SYSTEM_CONSOLE_USAGE_MAXGROUP. That is the person that uses the asset more than 60% of the time in a 90 day period. You could use AI to put this together because you will need to have the a few fields from the People form, like login and entry ID, and the Instance ID and Asset ID from the BMC_BaseElement in order to fill out the AST:Asset People form. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer Sent: Wednesday, November 19, 2014 4:40 PM To: arslist@ARSLIST.ORG Subject: Creating Asset People Relationships Using AI ** ARS 8.1 We are populating the CMDB using Spoon jobs to integrate SCCM and Remedy. I am trying to create a people relationship to the CI using the Last Logged On value from SCCM. The previous developer actually passes the Login Name from SCCM to the Owner Name field on the Computer System class. I am trying to decide if it is just best to create Filters to take that value and create a record in the AST:Asset People form or if there is a better approach with Spoon or should I create a Staging form to create the relationship or are companies managing this data with periodic updates using the DMT (Data Management Tool). I am not looking at suggestions with 3rd party products. I am expecting that this is a common requirement at other customer sites and was wondering how they have accomplished this requirement. Any lessons learned would be appreciated. Thanks Kevin _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: OLD Midtier and New technology....
Try to blow away any rows that these users have in the AR System Search Preference form. I’ve seen this happen before when users would get new browsers or we would upgrade our mid-tiers. You might also want to set them up to run in compatibility mode in IE to version 9, or use another browser But, try out the search preferences first. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Friday, October 31, 2014 5:01 AM To: arslist@ARSLIST.ORG Subject: OLD Midtier and New technology ** I'm hoping that there are some folks experiencing this. I've got a pretty old (and soon to be retired) ARS installation. ARS 6.3, Midtier 6.3, ITSM 6.3. The midtier is running on a Solaris box using Apache and New Atlanta. Recently, my organization decided that the bleeding edge of techcnology was a good place to go. So, as part of a refresh, they dropped Brand New Windows 8.1 machines on everyones desk. YAY! These machines are all using IE 11. Now, I have a small subset of users (at least the ones I know about) who are having a hell of a time with this setup. They are unable to log into our Remedy installation via IE. When they do, they get the following error: Caught excepetion undefined: undefined - TypeError: Object doesn't support property or method 'getAttribute'...AT: undefined A few of these people have been able to get by this error by clearing the cache, taking the site out of and then back into compatability mode. But with most, no amount of cajoling will get the site to run. My org is experimenting with putting Firefox out there, I'm hopeful that this will resolve the issue, but until then I'm stuck. Has anyone ran up against this issue? Were you able to get around it? Do you hate Win 8.1 as much as I do? Thanks in advance! -- Warren R. Baltimore II Remedy Developer 410-533-5367 _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ENGAGE 2014 Commentsry
After 3 days, Remedy Jesus has risen from his slumber. What a great time it was! It made me feel better about the future of the product. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair Sent: Monday, October 13, 2014 9:27 AM To: arslist@ARSLIST.ORG Subject: ENGAGE 2014 Commentsry Hello ARSLIST! Please post to this thread if you are at the BMC Engage 2014 conference and would like to share your observations with the lust readers damn it Siri that's list readers (well most of them) who are not able to attend. Props, kudos, booboos, oops, wild rants and applause are all appropriate here, as well as your descriptions of the conference and the Disney World experience just a short boat it bus from here. Also note there are lots of other social media connections to the BMC streams available. Facebook, Twitter, Linked-In, the conference web pages and the BMC Engage app for smartphones all have ways to get official information and exchange messages. Talk soon! Doug -- Doug Blair +1 224-558-5462 Sent from my iPhone6+ Auto-corrected typos, misspellings and non-sequiturs are gratefully attributed to Steve Jobs :-) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Spoon 4.1 Update or Lookup Steps - cannot assign a connection
Has anyone run into an issue with Spoon 4.1 Steps that lookup values on a DB where you cannot assign a DB connection? When you use the Connection Drop Down on a Database Lookup, there is nothing in the list. If you click on New, it will take you to the database connection form. Even if you create a new connection, it will not show up in the Connection Drop down on the Database Value Lookup step. The CMDB lookup step works well, but anything that is DB related, like the DB Update or Lookup does not have any values in the Connection Drop Down. I've seen some articles elsewhere regarding this issue, but the question was never answered or resolved. Regards, Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Spoon 4.1 Update or Lookup Steps - cannot assign a connection
SQL Server 2012. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips Sent: Monday, September 29, 2014 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: Spoon 4.1 Update or Lookup Steps - cannot assign a connection ** Which db version are you using? rp On 9/29/2014 8:29 AM, Ortega, Jesus A wrote: ** Has anyone run into an issue with Spoon 4.1 Steps that lookup values on a DB where you cannot assign a DB connection? When you use the Connection Drop Down on a Database Lookup, there is nothing in the list. If you click on New, it will take you to the database connection form. Even if you create a new connection, it will not show up in the Connection Drop down on the Database Value Lookup step. The CMDB lookup step works well, but anything that is DB related, like the DB Update or Lookup does not have any values in the Connection Drop Down. I've seen some articles elsewhere regarding this issue, but the question was never answered or resolved. Regards, Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC sues SNOW
Should we be worried that BMC has to resort to suing the competition, rather than innovate and beat them fair and square. Is this a sign that BMC is very worried about what Service Now is doing to them? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Thursday, September 25, 2014 4:01 PM To: arslist@ARSLIST.ORG Subject: BMC sues SNOW Hello I've reviewed some of the patents and I was amused by what passes for a 'patent'. http://www.google.co.uk/patents/US5978594 This patent is all about agents running on hosts, controlled by a central service. It is described as novel, but it's not something invented by BMC and is present in many other products. For example, both IBM Websphere and Oracle Weblogic have a concept of a central service (WAS deployment manager, WL admin server), that feeds instructions/configuration to nodes running JVMs. This is not novel - it's common place. http://www.google.com/patents/US6816898 Collecting performance metrics. I can do that in a couple of lines of Python and it's nothing new. A typical large bank will have lots of this stuff, both purchased and home grown, littered on their networks with an operations team constantly monitoring it. http://www.google.co.in/patents/US6895586 This one is awful. It sounds like BMC claim to have invented a system of storing data in a hierarchical document using namespaces - you know, what we commonly refer to as XML. There's no intellectual property in designing a schema. http://www.google.co.uk/patents/US7062683 This patent seems to suggest BMC have invented a method of troubleshooting via flowcharts - something I recall doing at school in the mid-80s, and I recall plenty being present in my 6502 Assembler guide. I suspect this and other patent relates to the way in which a BMC product works, but copying the concept is not a crime (Microsoft do not own the concept of a word processor, or sending an email). Indeed, for every concept pinched by a competitor, BMC will have pinched one themselves - such as graphing data to display metrics, which is almost certainly patented by some other company. I think the core problem with many IT patents is they aren't actually 'inventions' but a great way for lawyers to make money. After all, they are hardly going to turn around and tell a BMC senior manager, I'm sorry mate, but this patent has no value. Real inventions, such as James Dyson's bag-less vacuum cleaner, have real value. These patents seem to tell a competitor more about how the internals of a BMC product works rather than defining an 'invention' of real value. John Disclaimer: I am not a lawyer, but I can use Google :) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Unable to search the published Knowledge Articles in RKM 8.1.01
The same happened to me. After talking to my support vendor, we concluded that there is different behavior in FTS depending on how you loaded your articles. If you load them using UDM (DMT), then FTS picks them up right away. If you load them using AR Import, like I did, FTS never picks up the new entries. You have to Rebuild Index the particular source in the Manage Knowledge Source form. Try that and see if it works. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Del Wester Sent: Friday, September 05, 2014 4:51 PM To: arslist@ARSLIST.ORG Subject: Re: Unable to search the published Knowledge Articles in RKM 8.1.01 Is the AR server running FTS in a server group? On Wed, Sep 3, 2014 at 9:41 PM, Mayuresh Wagh mayurbw...@gmail.com wrote: ** You may want to log a Issue with BMC Remedy Support. I think this issue requires configuration check. Support should look at the arftsindex logging for find out what's happening. On Wed, Sep 3, 2014 at 11:03 AM, Abhi$hek abhi.masc...@gmail.com wrote: ** Its 8.1.01 version. And not working for long. And its OOTB only. On Wed, Sep 3, 2014 at 9:58 AM, Mayuresh Wagh mayurbw...@gmail.com wrote: ** what is the AR server version patch you have? Any fixes/hot fixes applied? Was it working fine? If yes, then what are the known changes made to the configuration or environment? On Tue, Sep 2, 2014 at 6:20 PM, Abhi$hek abhi.masc...@gmail.com wrote: ** The concern now is that only KA's which are one day old are searchable only and recent created KA's are still not searchable. On Tue, Sep 2, 2014 at 1:20 PM, Abhi$hek abhi.masc...@gmail.com wrote: Any clue on how to resolve it? On Tue, Sep 2, 2014 at 1:11 PM, Mayuresh Wagh mayurbw...@gmail.com wrote: ** It could be problem with the FTS writer server plugin performance. sent using Galaxy Nexus On Sep 2, 2014 11:26 AM, Abhi$hek abhi.masc...@gmail.com wrote: ** FTS is working fine as required for the old articles but not working for the newly created articles. And also one thing noticed that the articles which are created yesterday are now searchable. But still the Articles which are created today are not searchable as of now. On Tue, Sep 2, 2014 at 7:10 AM, Mayuresh Wagh mayurbw...@gmail.com wrote: ** check the FTS logging to find out whether the index is created for this record or not. Also is it a server group? Is it the case Article is searchable from 1 server not from other(s)? On Mon, Sep 1, 2014 at 5:40 PM, Abhishek Anand abhi.masc...@gmail.com wrote: Hi Team, We have created the KA in Knowledge mgmt. app. and even after changing the status to Published. Not able to search them in the list. Also other related articles are searched at ease but the newly created were not retrieved in the list. Regards, Abhishek Anand __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ -- Regards, Abhishek Anand _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Regards, Abhishek Anand -- Regards, Abhishek Anand _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Regards, Abhishek Anand _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 8.1 SP1 - Content missing ?
When is BMC going to take all of this new-found, private investor money and start spending it on Quality and Assurance Testing? Rome is burning and the Barbarians are at the gates (SNOW). Every time that I read an ARSlist post like this I can't help but think that BMC is not helping our cause, but instead they taking away our armor to defend the Remedy kingdom from the constant attacks of marauding bands of SNOW, CA, and HP sales barbarians. I implore BMC to spend some of that private equity money on Quality Assurance testing and stop making poorly-tested code available to us. I don't want to see the carcass of Remedy being eaten by a SNOW vulture. We, who are on the frontlines, cannot defend the kingdom by ourselves. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patil, Vivek Sent: Wednesday, May 21, 2014 8:43 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 8.1 SP1 - Content missing ? ** Hi Pritch, Can you please refer below topic in ARS List Installation Alert : Installing or upgrading to SLM 8.1 GA after with ITSM 8.1 SP1http://arslist.org/cgi-bin/wa.exe?A1=ind1405L=ARSLISTX=2ECE3F5456A712311DY=vivek_patil%40bmc.com#53 1] Just importing the 79 objects is not complete solution. 2] The hotfix was a preventive step and will not fix anything, Is this a TEST Box or PROD ? Thanks, Vivek -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Thursday, May 22, 2014 1:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1 SP1 - Content missing ? Fortunately we had another installation that had the forms/workflow. Mine was (according to BMC) due to an issue with installing the SLM module - They said it removed something like 79 items. it is a known issue and there is a KB (unfortunately I did not save the KB number - and a hot fix - but you need to actually ASK BMC for the hot fix - it's apparently not published. AND I downloaded but did not try to apply the hot fix. Figured it was better to correct it manually than to waste time with BMC. Seems to take them three or four days to reply. - Original Message - From: tboot...@objectpath.commailto:tboot...@objectpath.com tboot...@objectpath.commailto:tboot...@objectpath.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wednesday, May 21, 2014 3:28:47 PM Subject: Re: ITSM 8.1 SP1 - Content missing ? ** Pritch So.. you probably know my next obvious question. :-) Have you resolved this issue and/or what approach did you make to move forward? Terry on May 21, 2014, pritch pri...@ptd.netmailto:pri...@ptd.net wrote: I absolutely saw the same thing on Solaris. - Original Message - From: tboot...@objectpath.commailto:tboot...@objectpath.com tboot...@objectpath.commailto:tboot...@objectpath.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wednesday, May 21, 2014 2:35:27 PM Subject: ITSM 8.1 SP1 - Content missing ? ** RHEL Linux 6.4 ARSystem 8.1 SP1 MidTier 8.1 SP1 Patch 001 Oracle 11G R2 Hi everyone: I was wondering if anyone out there in arslist has installed the new ITSM 8.1 SP1 on Linux (RHEL) at all and has experienced the same issues I am experiencing. I had installed ITSM 8.1 Patch 002 and was working with it for several months and everything was working fine. On an new VM, I installed ITSM 8.1 SP1 (brand new install) with no error messages. Working with BMC on a couple of support issues, there seems to be a lot of code missing from the application. Things that worked before, no longer work in SP1. Active links not there, AL Guides not there, data not there, etc. Anyone experience this or is it just something that may be local to my install ? I don't have a lot of hair left on my head and would like to save it for my retirement years... :-) Terry _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 8.1 SP1 - Content missing ?
Vivek, You should not have released it in the first place until you had tested every aspect of the product. I would agree that it is difficult to test everything, but I think it should be obvious if 79 active links disappeared from the system after installation. It should not have ever been posted on the Download site until it was properly vetted. Does BMC spend enough money on quality control anymore? You need to ask yourself an existential question: Is it more important to beat some release date set by the Sales or Marketing department with an inferior product, or is it more important to keep your customers happy so that they don't jump ship? It is a tough market out there for ITSM. Unfortunately, BMC is no longer the go-to product for ITSM. People who make decisions on whether to keep or replace Remedy ITSM are losing patience with a product that is difficult to upgrade because of poor quality controls. That's why I said that we need to be able to defend our Remedy kingdom and you are not helping us with these mishaps. What do you need to do to make yourself a better software company? Is it money for more people and equipment for testing labs? Is it more resources for R D? I don't want to speak for the Remedy community, but I'm sure people on this list would be happy to email a BMC VP to voice concerns over these repeated product issues and ask them to provide more resources for your team, or offer advice on how to communicate more effectively with us. We are all in this together and if there is something you need from us to help you become the best, please ask. To answer your question, Remedy people are either here or the BMC Communities, so you should post warnings to both places at the same time. Perhaps warnings could be sent to our L1 support organizations so that they can also warn us. However, we need you to get to the point where you release a Service Pack and it does not necessitate a hot fix. Kindest Regards, Jesus Ortega Defender of the Remedy Faith From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patil, Vivek Sent: Thursday, May 22, 2014 11:45 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 8.1 SP1 - Content missing ? ** Hi Ortega, This bug was found during in-house testing so we released a SLM hotfix when 8.1 SP1 was released. We tried to alert customers through below mediums : 1] Urgent issues/ Flash was released . 2] Documentation. I agree , I was little late in posting this on ARSList. May I know whether this information could have been informed in a better way ? Thanks, Vivek From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Thursday, May 22, 2014 8:52 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1 SP1 - Content missing ? ** When is BMC going to take all of this new-found, private investor money and start spending it on Quality and Assurance Testing? Rome is burning and the Barbarians are at the gates (SNOW). Every time that I read an ARSlist post like this I can't help but think that BMC is not helping our cause, but instead they taking away our armor to defend the Remedy kingdom from the constant attacks of marauding bands of SNOW, CA, and HP sales barbarians. I implore BMC to spend some of that private equity money on Quality Assurance testing and stop making poorly-tested code available to us. I don't want to see the carcass of Remedy being eaten by a SNOW vulture. We, who are on the frontlines, cannot defend the kingdom by ourselves. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patil, Vivek Sent: Wednesday, May 21, 2014 8:43 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1 SP1 - Content missing ? ** Hi Pritch, Can you please refer below topic in ARS List Installation Alert : Installing or upgrading to SLM 8.1 GA after with ITSM 8.1 SP1http://arslist.org/cgi-bin/wa.exe?A1=ind1405L=ARSLISTX=2ECE3F5456A712311DY=vivek_patil%40bmc.com#53 1] Just importing the 79 objects is not complete solution. 2] The hotfix was a preventive step and will not fix anything, Is this a TEST Box or PROD ? Thanks, Vivek -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Thursday, May 22, 2014 1:23 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM 8.1 SP1 - Content missing ? Fortunately we had another installation that had the forms/workflow. Mine was (according to BMC) due to an issue with installing the SLM module - They said it removed something like 79 items. it is a known issue and there is a KB (unfortunately I did not save the KB number - and a hot fix - but you need to actually ASK BMC for the hot fix - it's apparently not published. AND I downloaded but did not try to apply the hot
Re: ARERR 623 Authentication Failed Error
I saw this issue yesterday when I was trying to set up SSO on my midtiers. We are using a load-balancer as well, but the problem was not being caused by that. The problem is that SSO is set up to use Areahub and two associated plugins, which are arealdap.dll and areasso.dll. It seems that Remedy is using a new authentication method for AREA and it conflicts with arealdap.dll. To resolve this issue I had to change the ar.cfg file and comment out this line: Server-Plugin-Alias: AREA AREA servername If you see the line Plugin: D:\Program Files\BMC Software\ARSystem\arealdap\arealdap.dll in your ar.cfg and Server-Plugin-Alias: AREA AREA servername, then you could have a conflict that will end up causing you an ARERR 623 Authentication Failed Error. You may find that your AD account gets locked out as well because of this. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ersureshbe Sent: Wednesday, May 21, 2014 8:50 AM To: arslist@ARSLIST.ORG Subject: ARERR 623 Authentication Failed Error Hi Team, I am getting ARERR 623 Authentication Failed Error. This error occurs when i clicked into Return To Homepage link. That time, im getting ARERR 623 Authentication Failed Error. Please refer below screen shots. http://ars-action-request-system.1093659.n2.nabble.com/file/n7596778/SS_-1.bmp http://ars-action-request-system.1093659.n2.nabble.com/file/n7596778/ss_-_2.bmp Can you please share the ideas to fix this issue. :) Regards, Suresh Loganathan... -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/ARERR-623-Authentication-Failed-Error-tp7596778.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ERROR [pool-2-thread-3] com.bmc.arsys.pluginsvr.plugins.g (?:?) - An error has occurred while loading a plug-in.ARSYS.ARDBC.LDAP
Dee, What version are you running? If it is AR System 8.1.x, read on. There is a bug in the 8.1.x that causes too many TCP connections to open, in the thousands, and causes plugins to start failing in such a way as you are seeing. Our LDAP was the first to go, then ARDBC, and so on. I had to get a hotfix from BMC L2 to fix the issue. The hotfix affects arserver.exe, arapi81_build001.dll\jar and several other files. It is a pain to install in all the places that arapi81* lives, but it did stop the plugins from crashing. This may not or may not be your issue, but I was getting similar errors in my plugin log file. Again, this is a 8.1 bug. If you are on Windows and want to see if your plugin ports are active and listening, open a command prompt on your server and run netstat -ao |find /i listening. If you don't see 9555,9956, 9977,9998,and listening, that means your ports are down and you will have to reset the plugin server by ending the java.exe process that it runs under. It will restart immediately. If you suspect this is an issue, call BMC and tell them you may have defect # SW00450386. This affects 8.1.0 - 8.1.1 (SP1). -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dee Sent: Tuesday, April 15, 2014 9:50 AM To: arslist@ARSLIST.ORG Subject: ERROR [pool-2-thread-3] com.bmc.arsys.pluginsvr.plugins.g (?:?) - An error has occurred while loading a plug-in.ARSYS.ARDBC.LDAP Hello, I'm getting this error message in the javaplugin.log. Can anyone explain what is means and a possible fix? ERROR [pool-2-thread-2] com.bmc.arsys.pluginsvr.plugins.g (?:?) - An error has occurred while loading a plug-in.ARSYS.ARDBC.LDAP java.lang.NullPointerException at java.lang.String.init(String.java:123) at com.bmc.arsys.plugins.ardbcldap.DBCLdapProperties.decryptPassword(Unknown Source) at com.bmc.arsys.plugins.ardbcldap.DBCLdapProperties.setKeyPassword(Unknown Source) at com.bmc.arsys.plugins.ardbcldap.ARDBCLDAPContext.populateProperties(Unknown Source) at com.bmc.arsys.plugins.ardbcldap.ARDBCLDAPPlugin.initialize(Unknown Source) at com.bmc.arsys.pluginsvr.plugins.g.a(Unknown Source) at com.bmc.arsys.pluginsvr.plugins.g.loadPlugin(Unknown Source) at com.bmc.arsys.pluginsvr.plugins.g.instantiateAllPlugins(Unknown Source) at com.bmc.arsys.pluginsvr.plugins.g.init(Unknown Source) at com.bmc.arsys.pluginsvr.ARPluginSvrThreadLocalStorageBlock.init(Unknown Source) at com.bmc.arsys.pluginsvr.d.b.a(Unknown Source) at com.bmc.arsys.pluginsvr.d.b.beforeExecute(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(ThreadPoolExecutor.java:895) at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:919) at java.lang.Thread.run(Thread.java:738) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC should have made upgrades easier - Customers loosing interests
Very nicely said, Shawn. I worked in a place where the Remedy ITSM system was not properly staffed and was having several outages on a daily basis. A lot of money had been invested into the system and the results were not what they expected. When I joined that company, I was given notice that they were considering HP's ITSM as a replacement if I didn't get current system fixed ASAP. I explained that they simply had a resource issue and that their strategy was like replacing a detuned Mercedes Benz with a Yugo. Did they want a piece of junk or the finest automobile on the market? I told them that they just needed a good mechanic to fix their Benz, which is what happened. A lack of proper resources was the main issue, not the application itself. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, March 11, 2014 8:22 AM To: arslist@ARSLIST.ORG Subject: Re: BMC should have made upgrades easier - Customers loosing interests With BMC having a much larger market share that's to be expected though isn't it? Also, the companies I've seen that go BMC - SNOW generally follow a pattern like this: 1) Company is on an old version of ARS with custom apps and an understaffed development team. 2) Company decides to try the latest release of BMC's ITSM, don't train their team or replace them with experienced ITSM administrators. 3) They get ITSM into production after a lot of pain and agony, with the ARS developer being unable to adapt to working with ITSM, and the owners of the ITSM processes not having an understanding of ITIL. 4) Service Now comes along with a canned sales script that exploits knowledge of the preceding failure and promises to make everything better, and makes an easy sale. What happens next varies, because some people are happy with SNOW and stick with it. In the scenario above, it's dangerous for SNOW as well because most likely they get rid of their Remedy resource who was probably the closest person to understanding the concepts of IT Service Management, or they try to put them on SNOW without proper training and guidance from an experienced SNOW consultant and while it works for a while, they are unable to do as much with it as the sales person promised. As a result, they're just as likely to get upset at Service Now because things aren't magically happening perfectly after they spent all sorts of money and failed to deliver a second time. What ITSM software vendors don't usually tell you is that software is tertiary. If you have good processes and competent, experienced, well trained people first you could probably do ITSM with an Access database. If you have bad processes, or incompetent, untrained staff, you could spend millions on an ITSM solution and it still won't work. I've seen companies flail around going from custom ARS applications to SNOW to ITSM and still look for something new to go to because it's a lot easier to replace software than fix processes or educate and properly place your staff. Nowhere that I've worked, mind you, but it does happen. :-) Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of stephen leith Sent: Tuesday, March 11, 2014 5:52 AM To: arslist@ARSLIST.ORG Subject: Re: BMC should have made upgrades easier - Customers loosing interests There aren't many moving from snow to bmc. It's more common the other way around. Kind regards. Stephen Leith On 10 Mar 2014, at 20:32, James Smith bmcremedyarslis...@gmail.com wrote: I have seen the service now UI, they have everything on singe UI say user access, import and export, workflow development. UI is mot attractive and its very clumsy. Its very though for the non programmers to develop workflows or do customizations as at some point you need to know java scripting. In remedy, customizations and integrations are very simple. You have a great tool (Developer Studio) to do all customizations which is pretty cool and I like it. But as I said customers dnt see this. As per the last two posts from shown and jejus, it seems that upgrades are failing due to lack of knowlege of the person doing things. I am eager to hear the stories of client who moved from SNow to Remedy. __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender.
Re: BMC should have made upgrades easier - Customers loosing interests
If it were easy to do, people like us wouldn't have jobs. You have to keep in mind that with Service Now your customizations are done with Java, not a nice GUI like ARS. When Service Now promises you a Zero Down Time migration we all know that there is still the long implementation path to work through where they are re-coding and migrating your custom workflow. While they tell you that they will be done in a short time period, it may not be as quick as you'd like. You may expect to have the newest version in 3 months, but with your customizations in play, it would be 9 months. Yes, you might be down for a shorter period of time, but you will have to wait a long time until their developers finish the work of upgrading your site. You lose control over the process as well since SNOW is doing the work on their end and I am sure you will have to wait in line. If you end up hiring Developers and admins to do the work what's the point of having a SAAS? I bet Doug could provide some statistics about companies that have jumped ship and are coming back to Remedy after finding out that they were SNOW Blinded by marketing. I bet that if you look on the Service Now web page and look at those companies that they have on their page as users, a lot of those have switched back. You get what you paid for. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of James Smith Sent: Monday, March 10, 2014 2:24 PM To: arslist@ARSLIST.ORG Subject: BMC should have made upgrades easier - Customers loosing interests Hi List, BMC made the upgrade process so complex that customer are scared to upgrade to new versions. Upgrade is eating almost a year to move to 8.1 with data migrations and all integrations. In the past we used to upgrade on the existing server only which was easy but there was a risk in loosing a customization. But that was easy process and we need not had to bother about data migrations here. In upgrade data migration is something like a challenging thing. I understand BMC made this change to preserve customizations and introduced the concept of overlays but still its not convencing the customers. Customers are not bothered about any customization and preservation as they have assigned a team to handle that. Only thing they care about is time, money and data. This is one of the main reason some of my company clients moved to Service Now as they are offering zero down time upgrades with no risk of loosing customization. There must be a debate on this, Remedy or ServiceNow. Regards JS ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Atrium Integrator Pentaho/Spoon Engine
Basically Pentaho has Jobs (Data Exchanges) and Transformations (CI/AR Data mappings). Once you have converted your AIE jobs to AI using their conversion utility in the AI Client install, you can access those jobs from the Mid-Tier in the Atrium Integrator console. If you need to restart a job, you can do it from the console. Any editing of the Jobs and their Transformations has to be from Spoon. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Josh Sent: Friday, March 07, 2014 2:00 PM To: arslist@ARSLIST.ORG Subject: Atrium Integrator Pentaho/Spoon Engine Hey everyone, I have a no brainer question here. Obviously, we all know Atium Integrator replaces AIE. I have looked everywhere but cannot seem to locate the engine it uses? Does Atrium Integrator use the AIE engine? Sometimes on the old AIE you'd have to restart AIE to get it to run quickly. No biggie, however I am curious does Atrium Integrator have a different engine or is does it leverage the AIE engine? Also - does pentaho/spoon utilize the AIE Engine or since it is a client install is it just utilizing its own engine inside kettle on the client machine? I am looking at this from a server grouping perspective, should we use the same mentality on those other engines when server grouping if Atrium Integrator does indeed utilize some other engine? Sorry for the million questions in one post. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM Process Designer on 8.1
Apparently, 8.3.4 was just released and is GA on the ePD site. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Tuesday, February 25, 2014 7:29 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM Process Designer on 8.1 ** I want to jump in because I also have looked at PD back on 7.6.4 and was turned off of it. So based on what you and Roger Justice have said, it boils down to: 1) Don't use Process Designer on any ITSM version prior to 8.x. 2) Don't use Process Designer if you have overlays created on ITSM already. 3) Don't use Process Designer if you are already using SRM. 4) We should wait for version 8.3.4 and probably a service pack. So with all this in mind, it makes me wonder what value this product provides? It is marketed as a way of making workflow in a manner supposedly easier than AR System development, but it seems to be about as complicated as something like SSIS which isn't too difficult for a developer but is impossible for an end-user to work with. So from my perspective, I don't see what PD does that I can't do in ARS. As far as the SRM integration goes, a lot of functionality was added in SRM 8.x to where I can have questions with multiple branches and actions to perform code-like activities without building an AIF, which should reduce the functionality gap. For those of you with PD in production, what type of thing do you actually use it for? For me Process Designer is a bit of a hot button. I'm a big fan of Remedy and I'm really liking the advances in tools like SRM in particular, and I think MyIT has a lot of potential. Process Designer screwed up my 7.6.04 environment back when BMC pressured us into installing it to address a problem with the Class field on Change Management (that still exists in the latest version.) We ended up not being able to address the problem with Process Designer, but a few custom Active Links and we're good. It wasn't worth it letting Process Designer embed itself into ITSM and take over the Task module. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Monday, February 24, 2014 4:55 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ITSM Process Designer on 8.1 ** Hi, Yes, Process Designer 8.3.3 is working successfully on 8.1.x however there are still a number of bugs/issues around. 8.3.4 is just around the corner, however it will be released without the current hot fixes available for 8.3.3 - look for these in the near future. If you have a SRM installation already, then it is probably not a path to go down until the issues are sorted - however if you are implementing a new Service Request catalog then it could potentially be the way forward. FYI: All the original guys how created PD no longer work for BMC, so it may be a little longer to get things sorted although they are aware of the issue and working hard to get them sorted. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: 24 February 2014 22:40 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: ITSM Process Designer on 8.1 ** I probably won't get a reply to this question since not many use Process Designer, but I will try anyway. Has anyone successfully implemented ITSM Process Designer 8.3.x with ARS/ITSM 8.x? I know that there are a lot of horror stories about Process Designer and 7.6.04, so I contacted my support organization and stated that it is still supported by BMC and that it was designed for 8.0 and above. Before I trash one of my development environments, I'd like to hear if anyone is actually using it with 8.x. Your help would be appreciated. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM Process Designer on 8.1
I probably won't get a reply to this question since not many use Process Designer, but I will try anyway. Has anyone successfully implemented ITSM Process Designer 8.3.x with ARS/ITSM 8.x? I know that there are a lot of horror stories about Process Designer and 7.6.04, so I contacted my support organization and stated that it is still supported by BMC and that it was designed for 8.0 and above. Before I trash one of my development environments, I'd like to hear if anyone is actually using it with 8.x. Your help would be appreciated. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: 8.1 upgrade
We just spoke to our support organization and they told us Do Not install AR System 8.1.01 if you downloaded it before today. They said that it will corrupt your overlays. We were just about to do it and luckily we did not. BMC apparently is pulling it off the EDP site and replacing it with a new one. In other news, BMC's 8.1 ITSM Asset Management interim solution that leaves your BMC_BaseElement intact and is supposed to synch up AST:Attributes with BMC.CORE:BMC_BaseElement, does not work. The workflow that is supposed to keep BaseElement and AST:attributes in synch with the Interim solution, does not exist. After talking with BMC Engineering, they discovered that the synchronization workflow was present in 8.0 was not brought over in 8.1. They are working on a hot fix for it because my organization is not the only one that got bitten by this. When we heard that that there was an interim solution so that we didn't have to rewrite reports, AIE jobs, Reconciliation jobs, and possible lose ADDM functionality, we were very relieved. Then we found out that you could not update a CI because there is workflow that updates your entry with what is in BaseElement, which never gets updated from AST:ComputerSystem. Hopefully they will fix this very soon. Speaking to the support org, I heard that many of their customers are unhappy with the changes that BMC made to their Asset Management structure and were postponing upgrading because they had to rework so much to accommodate the changes to BMC_BaseElement. The ones that tried the interim solution, like me, ended up finding several issues with it. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, November 04, 2013 12:36 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade ** Who needs documentation when you have wikis that can be updated behind the scenes by conflicting groups of BMC staff with no communications to the customers? Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Monday, November 04, 2013 12:19 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade ** It requires more digging on our part unless BMC produces a new compatibility matrix that includes the SP that have new functionality. -Original Message- From: Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Mon, Nov 4, 2013 1:15 pm Subject: Re: 8.1 upgrade ** We thought that when we saw that statement, too, Roger. After digging into it, 7.6.04 P5 contains the same upgrades in parallel with 8.1 P1. So we can upgrade from 7.6.04 P5 to 8.1 P1. Rick On Nov 4, 2013 10:10 AM, Roger Justice rjust2...@aol.commailto:rjust2...@aol.com wrote: ** There has also been a statement concerning 7.6.04 SP5 having functionality not presently in 8.1 that limits the ability to go from 7.6.04 SP5 to 8.1. More monkey wrenches are being added to dictate what versions are upgradable and when. -Original Message- From: LJ LongWing lj.longw...@gmail.commailto:lj.longw...@gmail.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Mon, Nov 4, 2013 12:37 pm Subject: Re: 8.1 upgrade ** Saji, 'All Patches' is a REALLY vague thing at this moment...are they talking about all Server Patches, Application Patchesand one question that I find questionable about that statementI went from 7.5 directly to 8.1...so I'm not entirely sure how ANY patch in the 7.6 area affects it. on the other hand, I'm sure that they need a 'starting point' for the application upgrade...so, that may be the 'need', that they utilized the latest service pack as the upgrade path...but then you need to ask the question, what was the latest at the time the 8.1 installer was released...was it SP4, or SP5? On Mon, Nov 4, 2013 at 10:29 AM, Saji Philip sphili...@gmail.commailto:sphili...@gmail.com wrote: ** I was at the RUG last month and in one of the upgrade sessions I recall a presenter mention that all patches needed be installed before the upgrade. We are on 7.6.04 sp2. Is it best practice to go ahead and install the patches to sp5 (I believe) before the upgrade? Or just upgrade? _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_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link:
Re: 8.1 upgrade
AR System Server 8.1.01, not ITSM. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, February 14, 2014 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade Are you talking about the ITSM application 8.1.01 or the base ARS 8.1.01 corrupting overlays? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Friday, February 14, 2014 4:11 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade ** We just spoke to our support organization and they told us Do Not install AR System 8.1.01 if you downloaded it before today. They said that it will corrupt your overlays. We were just about to do it and luckily we did not. BMC apparently is pulling it off the EDP site and replacing it with a new one. In other news, BMC's 8.1 ITSM Asset Management interim solution that leaves your BMC_BaseElement intact and is supposed to synch up AST:Attributes with BMC.CORE:BMC_BaseElement, does not work. The workflow that is supposed to keep BaseElement and AST:attributes in synch with the Interim solution, does not exist. After talking with BMC Engineering, they discovered that the synchronization workflow was present in 8.0 was not brought over in 8.1. They are working on a hot fix for it because my organization is not the only one that got bitten by this. When we heard that that there was an interim solution so that we didn't have to rewrite reports, AIE jobs, Reconciliation jobs, and possible lose ADDM functionality, we were very relieved. Then we found out that you could not update a CI because there is workflow that updates your entry with what is in BaseElement, which never gets updated from AST:ComputerSystem. Hopefully they will fix this very soon. Speaking to the support org, I heard that many of their customers are unhappy with the changes that BMC made to their Asset Management structure and were postponing upgrading because they had to rework so much to accommodate the changes to BMC_BaseElement. The ones that tried the interim solution, like me, ended up finding several issues with it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, November 04, 2013 12:36 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade ** Who needs documentation when you have wikis that can be updated behind the scenes by conflicting groups of BMC staff with no communications to the customers? Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Monday, November 04, 2013 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade ** It requires more digging on our part unless BMC produces a new compatibility matrix that includes the SP that have new functionality. -Original Message- From: Rick Cook To: arslist arslist@ARSLIST.ORG Sent: Mon, Nov 4, 2013 1:15 pm Subject: Re: 8.1 upgrade ** We thought that when we saw that statement, too, Roger. After digging into it, 7.6.04 P5 contains the same upgrades in parallel with 8.1 P1. So we can upgrade from 7.6.04 P5 to 8.1 P1. Rick -Original Message- On Nov 4, 2013 10:10 AM, Roger Justice wrote: ** There has also been a statement concerning 7.6.04 SP5 having functionality not presently in 8.1 that limits the ability to go from 7.6.04 SP5 to 8.1. More monkey wrenches are being added to dictate what versions are upgradable and when. -Original Message- From: LJ LongWing To: arslist arslist@ARSLIST.ORG Sent: Mon, Nov 4, 2013 12:37 pm Subject: Re: 8.1 upgrade ** Saji, 'All Patches' is a REALLY vague thing at this moment...are they talking about all Server Patches, Application Patchesand one question that I find questionable about that statementI went from 7.5 directly to 8.1...so I'm not entirely sure how ANY patch in the 7.6 area affects it. on the other hand, I'm sure that they need a 'starting point' for the application upgrade...so, that may be the 'need', that they utilized the latest service pack as the upgrade path...but then you need to ask the question, what was the latest at the time the 8.1 installer was released...was it SP4, or SP5? -Original Message- On Mon, Nov 4, 2013 at 10:29 AM, Saji Philip wrote: ** I was at the RUG last month and in one of the upgrade sessions I recall a presenter mention that all patches needed be installed before the upgrade. We are on 7.6.04 sp2. Is it best practice to go ahead and install the patches to sp5 (I believe) before the upgrade? Or just upgrade? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers
Re: 8.1 upgrade
If you pulled it down yesterday for before, installed it and are wondering what the heck happened to your system, then this is not old news, this is awareness. This was done to help those who had got bitten by the bad one. Had BMC sent out a warning to the ARSlist stating that there was a bad one, then I would consider this redundant and old news. I am simply trying to inform my friends in the community that there is a problem and they need to be aware of it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Zandi Sent: Friday, February 14, 2014 4:23 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade This should be old news. The bad one was pulled and the new one is coming our today I think. Sent from my iPhone On Feb 14, 2014, at 5:21 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: Are you talking about the ITSM application 8.1.01 or the base ARS 8.1.01 corrupting overlays? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Friday, February 14, 2014 4:11 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade ** We just spoke to our support organization and they told us Do Not install AR System 8.1.01 if you downloaded it before today. They said that it will corrupt your overlays. We were just about to do it and luckily we did not. BMC apparently is pulling it off the EDP site and replacing it with a new one. In other news, BMC's 8.1 ITSM Asset Management interim solution that leaves your BMC_BaseElement intact and is supposed to synch up AST:Attributes with BMC.CORE:BMC_BaseElement, does not work. The workflow that is supposed to keep BaseElement and AST:attributes in synch with the Interim solution, does not exist. After talking with BMC Engineering, they discovered that the synchronization workflow was present in 8.0 was not brought over in 8.1. They are working on a hot fix for it because my organization is not the only one that got bitten by this. When we heard that that there was an interim solution so that we didn't have to rewrite reports, AIE jobs, Reconciliation jobs, and possible lose ADDM functionality, we were very relieved. Then we found out that you could not update a CI because there is workflow that updates your entry with what is in BaseElement, which never gets updated from AST:ComputerSystem. Hopefully they will fix this very soon. Speaking to the support org, I heard that many of their customers are unhappy with the changes that BMC made to their Asset Management structure and were postponing upgrading because they had to rework so much to accommodate the changes to BMC_BaseElement. The ones that tried the interim solution, like me, ended up finding several issues with it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, November 04, 2013 12:36 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade ** Who needs documentation when you have wikis that can be updated behind the scenes by conflicting groups of BMC staff with no communications to the customers? Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Monday, November 04, 2013 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: 8.1 upgrade ** It requires more digging on our part unless BMC produces a new compatibility matrix that includes the SP that have new functionality. -Original Message- From: Rick Cook To: arslist arslist@ARSLIST.ORG Sent: Mon, Nov 4, 2013 1:15 pm Subject: Re: 8.1 upgrade ** We thought that when we saw that statement, too, Roger. After digging into it, 7.6.04 P5 contains the same upgrades in parallel with 8.1 P1. So we can upgrade from 7.6.04 P5 to 8.1 P1. Rick -Original Message- On Nov 4, 2013 10:10 AM, Roger Justice wrote: ** There has also been a statement concerning 7.6.04 SP5 having functionality not presently in 8.1 that limits the ability to go from 7.6.04 SP5 to 8.1. More monkey wrenches are being added to dictate what versions are upgradable and when. -Original Message- From: LJ LongWing To: arslist arslist@ARSLIST.ORG Sent: Mon, Nov 4, 2013 12:37 pm Subject: Re: 8.1 upgrade ** Saji, 'All Patches' is a REALLY vague thing at this moment...are they talking about all Server Patches, Application Patchesand one question that I find questionable about that statementI went from 7.5 directly to 8.1...so I'm not entirely sure how ANY patch in the 7.6 area affects it. on the other hand, I'm sure that they need a 'starting point' for the application upgrade...so, that may be the 'need
Re: Target Attack and BMC Software ITSM?
I guess it's good that BMC is private now or else their stock price would have started tanking after this news. Good move, BMC. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff Lockemy Sent: Thursday, January 30, 2014 7:23 AM To: arslist@ARSLIST.ORG Subject: OT: Target Attack and BMC Software ITSM? This news article hit today... http://www.startribune.com/business/242688511.html It says that a default password in a BMC ITSM product may have contributed to the target attack. Jeff Jeff Lockemy Lead Engineer, NAVY 311 Enterprise Service Management PMW-240 ITIL V3 Foundation Certified QMX Support Services Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: CMDB 8.1 Status bug?
There is a defect open for this : SW00462392, but BMC considers this a RFE. Thank you for the information about what they did. It makes it a bit more clear about they did it, but it still does not help me sell the upgrade. The is more to it than just the process itself. This change impacts a large number of Business objects reports and will require that we evaluate whether the latest version's universe, 7.6.6., takes into account the new structure. We are forced to upgrade that application and to rewrite report. So, our upgrade path has gotten more complicated than we anticipated. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of RainingRemedy Sent: Friday, January 17, 2014 1:07 AM To: arslist@ARSLIST.ORG Subject: Re: CMDB 8.1 Status bug? Jesus, This is not considered a bug. The AssetLifeCycle status field has been effectively moved from the CMDB forms and placed on the AST:Attributes form. The Status field you see is just the leftover core field that is not being used. From what I've read, I don't think there is any plan to use that field in the future. Would be curious to see what BMC says about it. The whole point of the CMDB and Asset split was to separate the configuration(discovery) of CIs with the lifecycle managing (Asset Mgmt) of the CI. That is why they reconstructed all of the joins and now all the classes are joined with the AST:Attributes form. This is the form where all lifecycle managed attributes will be stored. These are typically non-discovered attributes like financial info, location info, status, etc. The CMDB forms are now in theory supposed to only be tracking what is discovered, or the configuration of a CI. The configuration may change several times during the lifecycle of the CI however, the actual lifecycle attributes can remain the same. This is the vision BMC had when they split the attributes up. Config data in one spot, lifecycle management data in another spot. As far as your current scenario is concerned, why do you need to use the status field as the trigger to promote the data into the production dataset? Would it be possible to bring in the data as you do now, allow the asset admins to modify the data as you stated, and then when they are finished the admins could set a custom attribute to Ready for Import for example? Then during the Identify and Merge job you could just set the Status field of these CIs to Constant In Inventory as stated in your process? Not sure if something like this would work in your case without knowing more info about your integration and process. Just trying to throw an idea out there as a work around. -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/CMDB-8-1-Status-bug-tp7594610p7594641.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
CMDB 8.1 Status bug?
I have run into a potential bug in Atrium 8.1. BMC, in its infinite wisdom, decided to disperse a lot of fields that were once on BMC.CORE:BMC_BaseElement to BMC.CORE:BMC_ComputerSystem and a new form AST:Atributes. Additionally, they renamed BMC.CORE:BMC_ComputerSystem AssetLifecycleStatus to simply Status. The AST:ComputerSystem form that once was backed up by BMC_ComputerSystem (BaseElement + BMC_ComputerSystem_) now has Status pointed to the new AST:Attributes form. So what now happens is that when you update the status of a CI on AST:ComputerSystem, it updates AST:Attrbutes, which is where Status comes from, but there seems to be no mechanism(AL, filters) to update the other forms' Status, particularly BMC.CORE:BMC_ComputerSystem, hence BaseElement. From a CMDB perspective, this is a problem is you have Reconciliation jobs that depend on BMC.CORE:BMC_ComputerSystem.AssetLifecyclestatus(now called status), your jobs will not work because it never gets updated. Has anyone else run into this problem? Did BMC fix it for you? I opened a ticket with my support organization. So it will be few weeks before BMC gets back to us with requests for logs. Just when we had the CMDB tuned the way we want it in 7.6.04, they have to mess with it again. So much for the easy upgrade. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: CMDB 8.1 Status bug?
Here is the scenario: · I have a dataset that receives assets from a SAP system. When the CIs get there they are in Received status. · Our Asset Admins will update information on the newly created Skeleton Record. When the CI is ready to go to the public, it is set to In Inventory. · I have a Recon job whose merge activity is based on a qualification where it will merge if the AssetLifecycleStatus Received. The Recon job then sends the CI to BMC.Asset. This way the Asset Admins can take time to update the CI as much as they want before it goes to BMC.Asset. Without Status being updated on BMC_ComputerSystem, the recon job will not push the CI to BMC.Asset. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Thursday, January 16, 2014 11:09 AM To: arslist@ARSLIST.ORG Subject: Re: CMDB 8.1 Status bug? ** Can you provide an example of when you use the Asset Lifecycle Status in a reconciliation job. I have never had a customer include this in their request of fields used in the Identity or Merge jobs. -Original Message- From: Ortega, Jesus A jesus.ort...@lyondellbasell.commailto:jesus.ort...@lyondellbasell.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thu, Jan 16, 2014 11:32 am Subject: CMDB 8.1 Status bug? ** I have run into a potential bug in Atrium 8.1. BMC, in its infinite wisdom, decided to disperse a lot of fields that were once on BMC.CORE:BMC_BaseElement to BMC.CORE:BMC_ComputerSystem and a new form AST:Atributes. Additionally, they renamed BMC.CORE:BMC_ComputerSystem AssetLifecycleStatus to simply Status. The AST:ComputerSystem form that once was backed up by BMC_ComputerSystem (BaseElement + BMC_ComputerSystem_) now has Status pointed to the new AST:Attributes form. So what now happens is that when you update the status of a CI on AST:ComputerSystem, it updates AST:Attrbutes, which is where Status comes from, but there seems to be no mechanism(AL, filters) to update the other forms’ Status, particularly BMC.CORE:BMC_ComputerSystem, hence BaseElement. From a CMDB perspective, this is a problem is you have Reconciliation jobs that depend on BMC.CORE:BMC_ComputerSystem.AssetLifecyclestatus(now called status), your jobs will not work because it never gets updated. Has anyone else run into this problem? Did BMC fix it for you? I opened a ticket with my support organization. So it will be few weeks before BMC gets back to us with requests for logs. Just when we had the CMDB tuned the way we want it in 7.6.04, they have to mess with it again. So much for the easy upgrade. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: CMDB 8.1 Status bug?
It’s still a bug. If you are not properly updating the underlying forms and keeping them in synch with the input form, then this is a bug. Here’s another problem with status not working: Business Objects’ ITSM universe relies on the status as well from BaseElement. So your BMC Analytics reports will be wrong, if you use that product. So, if you have a updates to CIs and want to show management some report on the state of your assets, you’re out of luck because the Status on BaseElement is not going to be updated. I’m sure a filter would probably fix Status issue and synch it, but how many other fields are not being updated properly as a result of the structural change? As far as the recon versus process is concerned, every business manages Assets differently and the benefit of the reconciliation job editor is that you can codify your business rules into a job. I don’t know of any company, that I have dealt with, that follows ITIL to the letter. Businesses are organic and processes develop based on the needs of the organization, not adherence to ITIL. We spent a lot of time developing processes with our asset administrators based on the capability of the reconciliation engine and how they manage their work. It doesn’t help us to convince them to upgrade whenever they are going to have to overhaul business processes because BMC decided to change the underlying structure of the forms. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Thursday, January 16, 2014 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: CMDB 8.1 Status bug? ** This is a process issue and not a reconciliation issue. The concept of not merging CIs into BMC.Asset until additional non discoverable data is available does not correspond with ITIL configuration Management logic. You should be able to use another CMDB field to drive this, even if you have to create one. -Original Message- From: Ortega, Jesus A jesus.ort...@lyondellbasell.commailto:jesus.ort...@lyondellbasell.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thu, Jan 16, 2014 12:19 pm Subject: Re: CMDB 8.1 Status bug? ** Here is the scenario: • I have a dataset that receives assets from a SAP system. When the CIs get there they are in Received status. • Our Asset Admins will update information on the newly created Skeleton Record. When the CI is ready to go to the public, it is set to In Inventory. • I have a Recon job whose merge activity is based on a qualification where it will merge if the AssetLifecycleStatus Received. The Recon job then sends the CI to BMC.Asset. This way the Asset Admins can take time to update the CI as much as they want before it goes to BMC.Asset. Without Status being updated on BMC_ComputerSystem, the recon job will not push the CI to BMC.Asset. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG?] On Behalf Of Roger Justice Sent: Thursday, January 16, 2014 11:09 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: CMDB 8.1 Status bug? ** Can you provide an example of when you use the Asset Lifecycle Status in a reconciliation job. I have never had a customer include this in their request of fields used in the Identity or Merge jobs. -Original Message- From: Ortega, Jesus A jesus.ort...@lyondellbasell.commailto:jesus.ort...@lyondellbasell.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thu, Jan 16, 2014 11:32 am Subject: CMDB 8.1 Status bug? ** I have run into a potential bug in Atrium 8.1. BMC, in its infinite wisdom, decided to disperse a lot of fields that were once on BMC.CORE:BMC_BaseElement to BMC.CORE:BMC_ComputerSystem and a new form AST:Atributes. Additionally, they renamed BMC.CORE:BMC_ComputerSystem AssetLifecycleStatus to simply Status. The AST:ComputerSystem form that once was backed up by BMC_ComputerSystem (BaseElement + BMC_ComputerSystem_) now has Status pointed to the new AST:Attributes form. So what now happens is that when you update the status of a CI on AST:ComputerSystem, it updates AST:Attrbutes, which is where Status comes from, but there seems to be no mechanism(AL, filters) to update the other forms’ Status, particularly BMC.CORE:BMC_ComputerSystem, hence BaseElement. From a CMDB perspective, this is a problem is you have Reconciliation jobs that depend on BMC.CORE:BMC_ComputerSystem.AssetLifecyclestatus(now called status), your jobs will not work because it never gets updated. Has anyone else run into this problem? Did BMC fix it for you? I opened a ticket with my support organization. So it will be few weeks before BMC gets back to us with requests for logs. Just when we had the CMDB tuned the way we want it in 7.6.04, they have to mess with it again. So much for the easy upgrade. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries
Re: Kelverion Integration Pack for BMR Remedy ARS
We are using Kelverion integrate SCOM 2012 using SCORCH and Help Desk 7.6.04, but we found out that the web service integration will no longer work in 8.1. So now we need the API version, but they want us to pay extra for it, even though we bought Integration pack. They forgot to tell us this when we implemented it. They are a small company and the service is a reflection on that. I am really surprised that Microsoft didn't just recreate their old API for integration from SCOM to Remedy. Instead they pointed us to Kelverion. You would think that such a big corporation would pick a big vendor to help integrate its products with Remedy. The connector works fairly well with SCOM - SCORCH - Remedy, but you have to build your own web services if you are using the 7.6.04 integration. They don't provide that for you. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jim Coryat (jcoryat) Sent: Monday, January 13, 2014 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: Kelverion Integration Pack for BMR Remedy ARS ** Todd, We are using the Kelverion product for AR Server. I have found that Kelverion has been good to work with as a vendor. They are very attentive to issues that we have uncovered in the product and have been quick to provide updated versions that address those issues. The current version is using API level integrations in lieu of web services which their early Orchestrator versions did. A very good choice on their part! My recommendation is to get the latest version of the Integration pack and you should be able to perform whatever you need in Orchestrator. Jim Coryat Micron Technology, Inc. From: Arner, Todd [mailto:tar...@glhec.org] Sent: Friday, January 10, 2014 12:40 PM Subject: Kelverion Integration Pack for BMR Remedy ARS ** We are currently looking at a product to integrate our Remedy environment with Microsoft System Center 2012 Orchestrator. Right now we are starting to evaluate the Integration Pack from Kelverion. I am just wondering if anyone else is using this product? If you are using it and have anything you'd like to share (good, bad, or indifferent), I'd appreciate your feedback.. Thanks, Todd Arner Great Lakes The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be legally privileged. 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 notify the sender 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_ _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AIE Flat File to CMDB question
Hugo, This advice assumes that you are working on Windows and using a CSV: Start over again with a new data mapping. Place the file in your expected location, but take out the TBL file from that location and just leave the csv. Create the new data mapping and point it to the file location, like d:\program files\bmc software\atrium core\AIE\Server 64\data, then save. See if the TBL file was created for you. Proceed from there and verify that you can see the fields in the Data Field Mapping tab on the CI Class Mapping. I had a lot of issues with data maps over the past few months. Sometimes it is easier to start fresh because AIE is so finicky. Si se puede, Hugo! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hugo Ruesga Sent: Thursday, January 02, 2014 4:45 PM To: arslist@ARSLIST.ORG Subject: AIE Flat File to CMDB question ** Hhi Listers; I'm working with AIE but found something odd. I'm creating a Data mapping from a Flat file to push data into our CMDB, however and besides that I already have the .tbl file in place, when I'm creating the data mapping I'm not able to find none of the fields associated. I thought this is being done automatically when placing the tbl file path on the data mapping. Am I doing something wrong? Thanks in advance Hugo Ruesga Software Development Advisor US 972.577.7000 x 332.3868 MX +52 (33) 3332.3868 P Please consider the environment before printing this email The information contained in and transferred with this electronic message is intended only for the recipient(s) designated above, it is protected by law and it may contain information which is privileged and confidential. If you are not the intended recipient, please do not read, copy, or use it, and do not disclose it to others. Please notify the sender of the delivery error by replying to this message, and then delete it from your system. Thank you. _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Caught exception :Object doesn't support property or method 'getProxyGlobalFields -
This happened to me when upgrading to 7.6.04 SP2. Our particular error, Caught exception :Object doesn't support property or method, was being caused by the AR System Search Preferences form. Apparently any user search preferences that were created previous to the upgrade were causing the issue. BMC recommended deleting entries in the AR System Search Preferences form. It only happened to a few users and when they would encounter these issues, I would go to that form and delete any entries for a particular user. That error usually pops up whenever the user would go to one of the consoles. Try that out. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Thursday, December 05, 2013 10:11 AM To: arslist@ARSLIST.ORG Subject: Caught exception :Object doesn't support property or method 'getProxyGlobalFields - Hi all, We need some help with a production issue from all the web guru out there. This issue only happens since we upgraded our environment to AR Server and Mid Tier to 7.6.04 SP5. This is only on a custom Web application. Only users on IE 9 or IE10 experience this error. The same users were fine on Mid Tier 7.5 patch 007. Users on IE8 are OK. We have the web servers running in IE8 compatibility mode in QA as a test to see if it would solved the issue, but that did not solved the issue. It doesn't seemed to be a compatibility issue anyway. We told the user to clear their cache and run in compatibility mode but that doesn't work at all just in case but off course it doesn't change anything. As anyone have any idea what this could be? and why only since the upgrade? Thank you, Pascale Sterrett Kenavo ar wech all If you are not the intended addressee, please inform us immediately that you have received this e-mail in error, and delete it. We thank you for your cooperation. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Caught exception :Object doesn't support property or method 'getProxyGlobalFields -
I am not sure how it fixes it, but there seems to be some corruption that happens to the user's search preference, especially if it was migrated from the older version. The error usually pops in the consoles because the first thing that the console workflow does is to pull data for the logged in user from the AR System Search Preference table. Upon returning data to the form, the corrupt data ends up causing the mid-tier to throw the error. It is something in one of the rows that is returned. I would suggest trying it with one of your problem users in Production. I never got a straight answer on how to prevent it from happening. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Thursday, December 05, 2013 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Caught exception :Object doesn't support property or method 'getProxyGlobalFields - This is very odd. I did exactly what you suggested in our QA environment. And so far the error seems to be gone. I will not do the happy happy joy joy dance yet. But I don't understand the link between that form and the error. But the Web is not my strongest point knowledge. Thank you, Pascale Sterrett Kenavo ar wech all jesus.ort...@lyondellbasell.com Sent by: arslist@ARSLIST.ORG 12/05/2013 11:59 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Caught exception :Object doesn't support property or method 'getProxyGlobalFields - This happened to me when upgrading to 7.6.04 SP2. Our particular error, Caught exception :Object doesn't support property or method, was being caused by the AR System Search Preferences form. Apparently any user search preferences that were created previous to the upgrade were causing the issue. BMC recommended deleting entries in the AR System Search Preferences form. It only happened to a few users and when they would encounter these issues, I would go to that form and delete any entries for a particular user. That error usually pops up whenever the user would go to one of the consoles. Try that out. -Original Message- From: Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com Sent: Thursday, December 05, 2013 10:11 AM To: arslist@ARSLIST.ORG Subject: Caught exception :Object doesn't support property or method 'getProxyGlobalFields - Hi all, We need some help with a production issue from all the web guru out there. This issue only happens since we upgraded our environment to AR Server and Mid Tier to 7.6.04 SP5. This is only on a custom Web application. Only users on IE 9 or IE10 experience this error. The same users were fine on Mid Tier 7.5 patch 007. Users on IE8 are OK. We have the web servers running in IE8 compatibility mode in QA as a test to see if it would solved the issue, but that did not solved the issue. It doesn't seemed to be a compatibility issue anyway. We told the user to clear their cache and run in compatibility mode but that doesn't work at all just in case but off course it doesn't change anything. As anyone have any idea what this could be? and why only since the upgrade? Thank you, Pascale Sterrett Kenavo ar wech all If you are not the intended addressee, please inform us immediately that you have received this e-mail in error, and delete it. We thank you for your cooperation. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years If you are not the intended addressee, please inform us immediately that you have received this e-mail in error, and delete it. We thank you for your cooperation. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Re: OT: ServiceNow
...) Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Monday, December 02, 2013 3:29 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: OT: ServiceNow ** What do you want to reply to this? Tell your management that the you were talking to the sales guy and he also told you he had a goose who would poop golden eggs. Should you go ahead and cut a Purchase Order for the Goose? It must be for real. This reminds me of a sales guy telling my boss, in front of me, that he was sorry but he was obliged to tell him that he was offering Remedy Administrator services. He turned to me and said, no hard feeling, it's part of his job and he had to do it. That same guy always has to make a pitch for converting us to Service Now as well. If I ever meet this sales guy and his wife at a party that I am going to make an indecent proposal to his wife, but then tell him that I was obliged to do so because it's my job as a man. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Tuesday, November 26, 2013 12:41 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: OT: ServiceNow ** I was working on a proposal for my company, migration from 7.6.04 to 8.x. We showed the whole « migration in multiple steps and data migration » process. Customer told us (I quote, well... quote translated from French): « SNOW presale tech engineer told us that on their solution an upgrade was clicking on a button with less than one minute downtime on production »... What do you want to reply to this? :D Those guys are over agressive, I mean, we can make stuff sound better than real life during presale, but come on... There is a difference between « truth enhancement » and this :) And I surely don't wanna go this road, lying to get a deal... Imagine I get on the project later, total waste and utter failure. De : Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com Répondre à : arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date : mardi 26 novembre 2013 22:34 À : arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Objet : Re: OT: ServiceNow ** My company has also recently taken a look at Service Now. I can also confirm hearing some deliberately false information being provided, but that's likely typical for any sales presentation. That being said, I do have a cautiously positive view of their product. The techie part of my personality would like to make the switch just to learn something completely new and exciting, but in terms of doing what's best for my organization I don't think it's fully matured enough yet to replace Remedy, plus not all companies are willing to have their private data out on the cloud yet. I've also come to the opinion that us Remedy folks are maybe more opposed to some of the people involved with ServiceNow and their marketing techniques than the anything else. Either way, I plan to keep my eye on them and if my management told me tomorrow that they signed me up for classes and that we'd be migrating to that product, I would treat it as an opportunity not treat it as the end of the world. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Tuesday, November 26, 2013 2:26 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: OT: ServiceNow ** That is I was looking at SNOW in terms of knowing what's good and what is bad. No product is the best at everything. I am certainly more open minded about the products than most folks I met at the SNOW conference were. To them [SNOW conference attendees, the ServiceNow employees and others] BMC Remedy is the enemy and it can do no right. There were many expressing blatantly false views, I kept my opinions mostly to myself. Well, I did have to correct former BMC employees who were saying Fred Luddy had something to do with creating Remedy. A view I heard enough times to consider it to be deliberate. Yes, the marketing is a direct steal from what Remedy Corp. said in the 1990s, and there is a tiny bit of truth to some of what they say. Mostly though, if the developer studio were sped up to the speed of the old Admin tool, It could easily be shown you can create robust custom apps faster and easier with Remedy than with ServiceNow. Real apps that is, with a real data model. They however, can show creating new fields and apps in minutes due to the simplicity of the system, the data model, what gets displayed and the simplistic development tool that does not show that all real development is done by working on java scripts
Re: OT: ServiceNow
What do you want to reply to this? Tell your management that the you were talking to the sales guy and he also told you he had a goose who would poop golden eggs. Should you go ahead and cut a Purchase Order for the Goose? It must be for real. This reminds me of a sales guy telling my boss, in front of me, that he was sorry but he was obliged to tell him that he was offering Remedy Administrator services. He turned to me and said, no hard feeling, it's part of his job and he had to do it. That same guy always has to make a pitch for converting us to Service Now as well. If I ever meet this sales guy and his wife at a party that I am going to make an indecent proposal to his wife, but then tell him that I was obliged to do so because it's my job as a man. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo Sent: Tuesday, November 26, 2013 12:41 PM To: arslist@ARSLIST.ORG Subject: Re: OT: ServiceNow ** I was working on a proposal for my company, migration from 7.6.04 to 8.x. We showed the whole « migration in multiple steps and data migration » process. Customer told us (I quote, well... quote translated from French): « SNOW presale tech engineer told us that on their solution an upgrade was clicking on a button with less than one minute downtime on production »... What do you want to reply to this? :D Those guys are over agressive, I mean, we can make stuff sound better than real life during presale, but come on... There is a difference between « truth enhancement » and this :) And I surely don't wanna go this road, lying to get a deal... Imagine I get on the project later, total waste and utter failure. De : Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com Répondre à : arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Date : mardi 26 novembre 2013 22:34 À : arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Objet : Re: OT: ServiceNow ** My company has also recently taken a look at Service Now. I can also confirm hearing some deliberately false information being provided, but that's likely typical for any sales presentation. That being said, I do have a cautiously positive view of their product. The techie part of my personality would like to make the switch just to learn something completely new and exciting, but in terms of doing what's best for my organization I don't think it's fully matured enough yet to replace Remedy, plus not all companies are willing to have their private data out on the cloud yet. I've also come to the opinion that us Remedy folks are maybe more opposed to some of the people involved with ServiceNow and their marketing techniques than the anything else. Either way, I plan to keep my eye on them and if my management told me tomorrow that they signed me up for classes and that we'd be migrating to that product, I would treat it as an opportunity not treat it as the end of the world. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Tuesday, November 26, 2013 2:26 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: OT: ServiceNow ** That is I was looking at SNOW in terms of knowing what's good and what is bad. No product is the best at everything. I am certainly more open minded about the products than most folks I met at the SNOW conference were. To them [SNOW conference attendees, the ServiceNow employees and others] BMC Remedy is the enemy and it can do no right. There were many expressing blatantly false views, I kept my opinions mostly to myself. Well, I did have to correct former BMC employees who were saying Fred Luddy had something to do with creating Remedy. A view I heard enough times to consider it to be deliberate. Yes, the marketing is a direct steal from what Remedy Corp. said in the 1990s, and there is a tiny bit of truth to some of what they say. Mostly though, if the developer studio were sped up to the speed of the old Admin tool, It could easily be shown you can create robust custom apps faster and easier with Remedy than with ServiceNow. Real apps that is, with a real data model. They however, can show creating new fields and apps in minutes due to the simplicity of the system, the data model, what gets displayed and the simplistic development tool that does not show that all real development is done by working on java scripts. That being said, if you want quick and simple display of quick and simple data in a quick and simple data model, it arguably can. Then again, so can dozens of other light weight applications. RemedyForce would certainly seem the better direction for those that want a truly cloud built light weight system. Note: These opinions are mine. No one elses, not my employer, and possibly not mine next week if I get evidence that I am mistaken about any of the above.
Re: BMC Customer Support
Someone was just telling me on the ARSlist that BMC Support had really made a turnaround and was doing much better. Kathy's email seems to indicate otherwise. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, October 02, 2013 11:05 AM To: arslist@ARSLIST.ORG Subject: BMC Customer Support ** Hi, Does anyone know who we can contact on a Sr. Management level at BMC regarding technical support? We are not happy at all with the level of support we are receiving. If you like, you contact me directly for any recommendations. _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Fun -- if you couldn't work in the computer field
I’d be a musician on a cruise ship. I’d be doing two things that I love and getting paid for it. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Thursday, September 26, 2013 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: Fun -- if you couldn't work in the computer field ** On a cruise ship, traveling the world. Taking photos and meeting all kinds of people. Just not a Carnival owned cruise line. hbr Sent from one of Howard's iPads On Sep 26, 2013, at 3:00 PM, John Sundberg john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com wrote: ** Where would you work? -John -- John Sundberg Kinetic Data, Inc. Your Business. Your Process. Save the date! KEG14 February 24-25, 2014 For more information, click here - KEGhttp://www.kineticdata.com/Events/KEG.html 651-556-0930 I john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com www.kineticdata.comhttp://www.kineticdata.com/ I community.kineticdata.comhttp://community.kineticdata.com/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC_Person
I tried using the Initiate CI Sync and it did not work for me. That is why I ended up having to work on an escalation. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Sent: Thursday, August 08, 2013 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: BMC_Person ** Click Initiate CI Sync on the form CTM:PeopleSyncConsole. This sets a trigger on all CTM:People records that don't have a Recon ID yet. Then there's an escalation that fires every 25 minutes to create the missing BMC_Person records. (The actual update is done via the same workflow that Jesus's suggestion uses, but you don't have to do a modify all on 40K records. The people sync console updates them with a direct SQL statement and skips the ones that have already been sync'd.) Jason Bess From: Ortega, Jesus A jesus.ort...@lyondellbasell.commailto:jesus.ort...@lyondellbasell.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wednesday, August 7, 2013 4:41 PM Subject: Re: BMC_Person ** Kathy, there is a bug in the workflow that sends them to BMC_Person, especially if you are creating them through an import process or and interface. The way I fix them is save the CTM:People record for the person in question with a status of Offline, save, then back to Enable, save. This causes the record to get sent to BMC_Person. If it does not work, check your Reconcilation job for BMC.Sandbox and see if that is running. To do this in bulk, you would have to modify all in chunks or create an escalation to set them to Offline, then another to Enable. There are many ways to skin a cat. As far as the underlying bug is concerned, there’s probably a hot fix somewhere for it. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, August 07, 2013 2:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: BMC_Person ** Hi, How do I get users from CTM:People into the BMC_Person class? We have over 40,000 users in CTM:People, however they are not in BMC_Person. We need to have the 40,000 in BMC_Person. _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: BMC_Person
Kathy, there is a bug in the workflow that sends them to BMC_Person, especially if you are creating them through an import process or and interface. The way I fix them is save the CTM:People record for the person in question with a status of Offline, save, then back to Enable, save. This causes the record to get sent to BMC_Person. If it does not work, check your Reconcilation job for BMC.Sandbox and see if that is running. To do this in bulk, you would have to modify all in chunks or create an escalation to set them to Offline, then another to Enable. There are many ways to skin a cat. As far as the underlying bug is concerned, there's probably a hot fix somewhere for it. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Wednesday, August 07, 2013 2:10 PM To: arslist@ARSLIST.ORG Subject: BMC_Person ** Hi, How do I get users from CTM:People into the BMC_Person class? We have over 40,000 users in CTM:People, however they are not in BMC_Person. We need to have the 40,000 in BMC_Person. _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ITSM 7.6.04 SP4 to ITSM 8.x
Hello Patchsk. Can you explain a bit more about how they moved attributes from CMDB to Asset forms? Do you mean that they moved some attributes out of the Base Element Class to the BMC_ComputerSystem forms and other Classes, or are the Attributes completely out of the CMDB base forms and are now in the AST:* forms? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: Friday, May 17, 2013 1:58 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6.04 SP4 to ITSM 8.x ** As for the CDM class structure between 7.6.04 and 8.x there are not much changes. In CMDB 8.x they moved several CI attributes from CMDB forms into Asset form(Ex: LifeCycleStatus,Room,Floor). If you plan on using reconciliation, normalization jobs or Atrium Integration jobs to load or reconcile those attributes it is not possible in 8.x. You have to write custom import jobs to load these directly into Asset forms. Since you are starting it now I suggest you start designing your environment as per 8.x _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: An unexpected fork in the road...
BMC has no shame. They know that they are on thin ice with this community due to their horrible support and shoddy product workmanship as of late. David has always been an good advocate for them and has really tried hard to convince us that they are not as bad as we think they are. Hopefully David did not have to sign a non-disclosure agreement and can finally let the gloves come off so that we know what really goes on behind the scenes at BMC. If he ever wrote a book on how not run a software company, I'd buy it. Good luck, David. Jesus Ortega From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, April 04, 2013 8:25 PM To: arslist@ARSLIST.ORG Subject: OT: An unexpected fork in the road... ** Hi All, I watched the movie Moneyball a few nights ago. Billy Beane (general manager for the Oakland A's) had advice for delivering bad news - just give it to 'em straight. So here goes. As of April 5th, I'm no longer an employee of BMC Software, Inc. While my disclaimer has always stated that my participation in this group wasn't an official function for BMC, obviously this turn of events puts a significant kink in my continued involvement in the ARSList. :-) Note that this is in no way a result of the April Fool's posting that I sent out... lest someone jump to an errant conclusion. I won't be able to discuss any details of the situation, but you guys deserved to hear the news straight from the horse's a er... mouth. This has been an amazing 7 years of my career and all of you are the reason for that. This is the most vibrant, animated and supportive group I've ever had the pleasure to be a part of. I've met many of you in person, talked with even more in virtual space, but I feel like a part of a family with all of you. I will truly miss the opportunity to represent the brand and products that you channel so much passion and positive energy towards. This E-mail address (david_eas...@bmc.commailto:david_eas...@bmc.com) will cease functioning, but I've created a new E-mail address (david_easter...@yahoo.commailto:david_easter...@yahoo.com) and subscribed to the list as a private citizen. I'll continue to contribute what I can - just from a different vantage point. So this isn't goodbye - just a change in the weather... -David J. Easter (Previously) Manager of Product Management, AR System The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AIE Configuration after upgrade to ITSM 7.6.04
Yeah, AIE is very finicky after an upgrade or refresh from production to another environment. Once those jobs get corrupted, it's hard to get them back in order. Did you keep your old 7.6.0.0 environment around as a backup? If so, you might consider uninstalling/reinstalling AIE and you can export your AIE Data exchanges from you old 7.6.0 reference server to the new server. Here's what I did: I am not sure how this works in Linux but in Windows under the BMC Software\ AtriumCore directory there a subdirectory one called UninstallBMCAtriumCore. You can run an uninstall from there, but unselect everything except Atrium Integration Engine. That is how you uninstall AIE. Be careful if you are in a server group because when you reinstall it, it will put the server group name in the ar monitor file and some of the pluginsvr_config files. Search for the pluginsvr files and make sure that they have the application server name, not the server group name in them. There is not that much of a change between 7.60 and 7.6.04. When you open the user tool\AIE Console and go to the data exchanges, there is an additional menu at the top that says AIE, click on it and you will see export configuration. That'll give you a menu to export to another server or to arx files. I chose to export the exchanges directly to the server. The good thing about this is that it will automatically put them in the existing new Instance that was created in the install process. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain Sent: Friday, March 29, 2013 4:21 AM To: arslist@ARSLIST.ORG Subject: Re: AIE Configuration after upgrade to ITSM 7.6.04 If you don't have too many AIE jobs you could try: - in the user tool search for the EIE:BackupLoadFlag form - export the records to an arx file - edit the arx file to change the old server details to the new one (including the ARS port number if that was changed) - import the modified arx replacing the existing records - open each of the AIE jobs and select a new instance - bounce the AIE service If that doesn't work try turning on AIE logging in one of the exchanges and checking the log files. Also, check that the AIE config file holds correct details for the new installation. Cheers Peter -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Maxence Nhouyvanisvong Sent: 29 March 2013 08:43 To: arslist@ARSLIST.ORG Subject: AIE Configuration after upgrade to ITSM 7.6.04 Hi All, Hoping someone already faced the issue we have with AIE. We applied the BMC method to upgrade from ITSM/CMDB 7.6.00 to 7.6.04 sp4 (BPCU, new OOTB installation 7.6.04 on new Linux servers and new database, database dump to overwrite the OOTB database freshly installed, then DDM). Now all AIE jobs are pointing to non-existing instances. It is not possible to modify the AIE jobs anymore. Not possible to modify the OOTB AIE created process using aiecfedit. The OOTB AIE processes cannot be started. We don't know how to uninstall only AIE without uninstall CMDB. Anyone has an idea? Thanks a lot for your help. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Cannot establish a network connection to the AR System Plug-In server : remedy01 (9999) REMEDY.ARDBC.APPQUERY : RPC: Miscellaneous tli error - System error (Connection refused) (ARERR 8760)
This happens a lot when installing in a server grouped environment. The armonitor.cfg has to have the AR server name, not the server group name, in the command lines that make up the armonitor.cfg. Sometimes the server-grouped name gets set in the armonitor.cfg file instead of the AR servers. You have to have the actual name of your AR server in the armonitor file. Here's an example Server grouped name: Remedy01 AR Server 1: Remedy-AR1 AR Server2:Remedy-AR2 You will see command line in the armonitor file like this: C:\Program Files\Java\jre6\bin\java -Xmx512m -classpath d:\Program Files\BMC Software\AtriumCore\cmdb\plugins\ne;d:\Program Files\BMC Software\AtriumCore\cmdb\plugins;d:\Program Files\BMC Software\AtriumCore\cmdb\sdk\bin\arpluginsvr7604_build002.jar;d:\Program Files\BMC Software\AtriumCore\cmdb\sdk\bin\arapi7604_build002.jar;d:\Program Files\BMC Software\AtriumCore\cmdb\sdk\bin\arutil7604_build002.jar;d:\Program Files\BMC Software\AtriumCore\cmdb\sdk\bin\log4j-1.2.14.jar;d:\Program Files\BMC Software\AtriumCore\cmdb\sdk\bin\cmdbapi7604.jar; com.bmc.arsys.pluginsvr.ARPluginServerMain -x Remedy01 -i D:\Program Files\BMC Software\ARSystem When you installed ARsystem or Atrium, if you were already server grouped, the installer plugged in the Server group alias, not the AR server name. Change all references to the Server group alias to the actual server that this armonitor file is sitting one. You will have to do this for all your servers in the group. Here is another thing that happens, You will have to search your BMC Software\* directory and find all the instances for pluginsvr_config.xml. Usually in the Atrium directory the installer also likes to put in the server group alias there too. If there are any references to the Server Group name, Remedy01, change them to the AR Server name ( Remedy-AR1). Do this for all your servers. Last but not least, make sure that the installer did not plug in the Server group alias into the Plug-in aliases in your ar.cfg file. It will sometimes do this as well. Make sure you have the actual AR server name. After you have fixed the references and restarted AR system, run the following command in dos: netstat -afo. This will tell you if your plugin ports are actually in use. You will see something like RemedyAR1:9556 in the list. Check all the ports that are defined in the ar.cfg file and see if they are referenced in the results of the netstat command. In summary, the installer will change the AR server name in the ar.cfg, armonitor.cfg, and the pluginsvr_config.xml. If you clean those up, your plug-ins should work. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ramy S. Ayoub Sent: Friday, March 15, 2013 5:00 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Cannot establish a network connection to the AR System Plug-In server : remedy01 () REMEDY.ARDBC.APPQUERY : RPC: Miscellaneous tli error - System error (Connection refused) (ARERR 8760) ** Dears, I have issue when login to the web , Im using load blancer and server group , conf Cannot establish a network connection to the AR System Plug-In server : remedy01 () REMEDY.ARDBC.APPQUERY : RPC: Miscellaneous tli error - System error (Connection refused) (ARERR 8760) any idea _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: iPad App
Since we have Citrix in-house, I open up Citrix receiver in meetings and open it up IE in Citrix and go to the mid-tier. It really makes my users jealous to see me working on Remedy with my iPad. I actually did that at a RUG once and Doug Mueller was there. When he saw it he was dazzled that I had a Mid-tier up and running on my iPad connected to my office. Then I told him it was Citrix and he kind of scoffed. But he did think it was cool that I was running Remedy on the iPad, nonetheless. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mayfield, Andy L. Sent: Tuesday, March 05, 2013 2:06 PM To: arslist@ARSLIST.ORG Subject: iPad App ** Does anyone know if there's an app that will work with BMC Remedy User, Action Request System? Andy L. Mayfield Alabama Power Company Protection Control Technician Staff Linc # 10*19140 Cell # 205-288-9140 Office # 205-226-1846 _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: WWRUG13?
Having it in Houston would be nice if it were in the Galleria Area of Houston. There is of course the Galleria mall, lots of shopping there and some places to go see within a few miles., Houston has a great variety of food. We were voted the fattest city for a reason. There is a lot to eat around here. We have Tex Mex, BBQ, Vietnamese, Chinese (real not Amerasian), Persian, Indian, Italian, Greek, Mediterranean, Middle Eastern, and a lot of others. It is not as hot in late September, but it is warm. Since Houston is a Port City, we get a great mix of nationalities. No, we don't all ride horses on our ranches and have pickup trucks. We do actually have a Symphony, Opera (no Opry), Ballet, and very nice Art Museums. The bad thing about it is that Houston is a sprawling behemoth. So you need a car to get to most places around here. Most places don't charge for parking and the cost of living is low here, so shopping is reasonable. I went to the WWRUG in Virginia and that was a traffic nightmare compared to Houston. Houston's traffic is bad, but not D.C. bad. If the WWRUG is in the Galleria area, you would have plenty to keep you occupied. Downtown Houston would not be as good because it clears out after dark. There are some local bars to go to in Downtown, but not much in the way of restaurants after five, like San Jose. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Thursday, February 28, 2013 7:28 PM To: arslist@ARSLIST.ORG Subject: Re: WWRUG13? ** Houston isn't nasty hot when? We are close to announcements, either tomorrow or Monday. There will be a WWRUG13 just setting the details. Daniel From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: February 28, 2013 5:49 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WWRUG13? ** September in Houston is nasty hot! From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Wednesday, February 27, 2013 9:27 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WWRUG13? ** Logistically we cannot move the WWRUG to Europe, which does not preclude a separate event there. Personally I would go with October and do Octoberfest in Waterloo Canada, But then we are in Friday conversation territory and last I checked today is Weds. Arrangements are almost complete for remaining where we were towards late September, But there is many a slip twixt cup and lip, or in this case pen and paper. I am really hoping to be able to announce things this Friday, but there are other parties that have to put pen to paper. (or electronically sign in some form). Daniel From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: February 27, 2013 10:00 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WWRUG13? ** Ben, I would balk at that. Not that I don't want to go to Europe but realistically I doubt I would be making it to WWRUG that year. Jason On Feb 27, 2013 6:50 AM, Ben Chernys ben.cher...@softwaretoolhouse.commailto:ben.cher...@softwaretoolhouse.com wrote: Another +1 for Europe (the real one J) But I expect BMC would balk at that! And there's certainly no green coloured beer in Ireland though plenty of Guinness. I have drunk green coloured beer on St Pattie's day in Calgary, and Calgary has a whole slew of Irish pubs. We do have a small St Pattie's day street fest where you can walk around with your Guinness or a more usual German beer and sausages ( if you're lucky pork neck steaks!) and hear plenty of English speaking - in Munich (and a few Irish pubs too). Cheers Ben www.softwaretoolhouse.comhttp://www.softwaretoolhouse.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: February-27-13 13:32 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: WWRUG13? ** Actually, St. Patrick's day isn't much celebrated in Ireland, except for the tourists. It's a far bigger holiday in America. Rick On Feb 27, 2013 3:25 AM, Dan Miller dan.mil...@bt.commailto:dan.mil...@bt.com wrote: i vote to move the WWRUG to Ireland, move it to March and you can all enjoy St Patricks day :-) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20
Re: Weird New Window Active Link Issue
I've seen this error from time to time in Change Management and sometimes in Incident. Alert: Caught exception :Invalid property value. It happens by user and usually flushing the cache on the mid-tiers clears it up. However, on one occasion I had a user that could not be fixed by this method. They would see this error whenever they would search. After opening a case with BMC, they recommended that I wipe out the Application Search Preferences for user with the issue. Apparently the user had a corrupt entry in that form and when the Change or Incident form would open, this form was retrieved and would cause the error. After clearing out the search preferences, the error went away. I had to export the searches before I cleared it out so that I could import them afterwards. It solved the issue. I don't know if this is even related since you have a custom application, but I thought I would mention it anyway. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, February 11, 2013 8:39 AM To: arslist@ARSLIST.ORG Subject: Re: Weird New Window Active Link Issue ** Michael, I didn't enable IE compatibility mode. I'm not even sure how to do that on IE 9 but I will Google for it. That would mostly be a concern because getting anything changed on our desktops, settings or software wise, requires just short of a papal conclave. I am keying off of $GROUPS$ which has worked for several years and for over a year on 7.6.4 so I don't think that is the problem. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nau, Michael Sent: Monday, February 11, 2013 2:22 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Weird New Window Active Link Issue ** Shawn, - did you try enable IE compatibility mode to rule out JavaScript issues? Regards, Michael From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Sunday, February 10, 2013 3:19 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Weird New Window Active Link Issue ** Good morning, I've got a weird error with a custom application on ARS 7.6.4 SP2 that just started appearing. Basically, I've got a deployable application with two different support groups and roles. From the Console of this application, there is a button that launches the primary form in search mode. On that button there are two active links, one for each support group. Here's where it gets weird. Out of nowhere, Support Group A gets an error when they click on the link to open the form in search mode. The error says: Caught exception :Invalid property value. Once that pops up, the form fails to actually load. In the Workflow Logging window, it displays: Alert: Caught exception :Invalid property value. Unfortunately, that's not where this issue ends. There are several other times that this error will not pop up: 1) When you click the link as a user with admin rights. 2) When you click the link as a member of the other support group (the other Active Link is identical, except that it opens a different view of the form and is tied to the other group.) 3) When you click the link in Firefox or Chrome. I'm really stumped. At first I didn't think I could recreate it since I mainly use Firefox for Remedy (IE 9 is a piece of garbage) and I tried in IE with my admin account since I set it up as a member of that group. However, when I use my test user with IE 9, I get this error every time. I tried making a copy of the form view as well as making a new Active Link and disabling the old one. I've tried clearing browser cache, server cache, a complete restart of everything to do with Remedy, and none of it makes any difference. The timing of this error popping up was very strange, since it has been months since I've made any changes to this application. Any suggestions or ideas? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE
Bar Code Software for Asset Management
Greetings fellow Remedy Islanders, I am currently working on a project to move our Asset Management functions out of the SAP dark ages and into Remedy's Asset Management. In doing the gap analysis we found that there is not native functionality in Remedy to upload Barcoded inventory into the system or to create barcode labels based on CI numbers. I am sure that there probably is a way to do it by way of exports to Excel, but we would really like an all-inclusive solution. Do any of you use any bar-code scanner software that will load CIs to a CMDB data set and create Barcodes based on a CI range? As usual, we have a very aggressive timeline and this has become a show stopper issue for our SAP Asset Managers. Please let me know which vendors offer this type of solution. Thank you in advance, Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Has anyone taken the ADDM 9.0 plunge?
Thanks for the information. We went ahead and installed it in our development environment. So far, so good on stability and scanning. We even set up a CMDB export and that worked great. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mertner, Allan Sent: Tuesday, November 06, 2012 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Has anyone taken the ADDM 9.0 plunge? ** If you have the opportunity to deploy ADDM 9.0 today, I would certainly recommend that you do so. Because ADDM 9.0 is running on Red Hat 6 (RHEL6), you get a slimmer, faster release that has a lot of both big and subtle improvements in it - and you save yourself doing an upgrade later. Normally, an ADDM upgrade is very simple, but because we moved from RHEL5 to RHEL6, the upgrade is a little more involved than it normally is - a major reason why it has a new major version number. If you do encounter any problems with ADDM 9, we are here to support you - and I am very confident that there is no reason to wait for a service pack before deploying it. Allan Mertner BMC Software From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: 05 November 2012 22:33 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Has anyone taken the ADDM 9.0 plunge? ** I am working on project to deploy ADDM 8.3 and ADDM 9.0 just came out. We are at a point where we can easily upgrade our development environment with 9.0. The main selling point is that we can set ADDM to ignore PCs, thus saving time in trying to figure out which computers on a subnet need to be ignored. Has anyone tried ADDM 9.0 yet in a test environment or Beta tested it for BMC? I know it is risky to be the Guinea Pig, but the option to ignore PCs is very tempting. Please let me know what you know. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 8.0 Midtier using Tomcat 6 and ISS
The SSO that we are using uses IIS to pass it AD credentials. I also use IIS as an easy way to redirect a simple URL that my customers use. DNS redirects them to my web server, IIS then redirects them to the correct web site. As far as tomcat is concerned, I am using Tomcat version 6.0.20 that came with the Mid-tier installation and Java 64 bit 6.03.10. I just substituted the ISAPI_Redirect.dll that came with OOTB with 1.2.28.0. Did you check your server.xml to see if it has port 8029 or 8080 are opened up. I noticed that some of the ports were commented out in the server.xml on the OOTB install. What are your logs telling you? Are you even getting the IIS 7 splash page in the web browser when going to http://localhost, or are you getting anything when you go to http://localhost/arsys/home? Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Thursday, November 08, 2012 11:23 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS What version of Tomcat and Java were you running? I tried the same exact steps a number of times and still couldn't get Tomcat 7.0.32 and IIS 7.5 working right. I tried the isapi-redirect 1.2.37 with no luck. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Thursday, November 08, 2012 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS I had issues with 7.6.04 SP3 MT and IIS 7.5, under Windows Server 2008 R2. I had to make sure to download the latest 64 bit ISAP_Redirect.dll from Apache. After doing so, I had to do the following: - In Server manager, Roles, Web Server, I had to add two roles for Web Server: ISAPI Extension, Isapi Filters. This does not come set up in the standard build in IIS 7.5. I think this is why most people have problems with ISAPI. - Under application pool and under advanced settings and set Enable 32 bit Applications = False - Go to the Default Web Site, Edit Isapi Filters, give the filter a name (like Jakarta), browse for the Isapi_redirect.dll that you downloaded. I think this may apply to MT8, but I am not 100% sure. It does certainly apply to IIS 7 and up. My IIS server works like a charm now. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Wednesday, November 07, 2012 9:38 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS See if this will help. I haven't tested it though. http://boncode.net/connector/webdocs/Tomcat_Connector.htm -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Wednesday, November 07, 2012 4:58 AM To: arslist@ARSLIST.ORG Subject: ARS 8.0 Midtier using Tomcat 6 and ISS Bryan Microsoft IIS offers no benefit in most deployments of Mid Tier. Your deployment would be far less complex without it, using Tomcat directly, which is all IIS Is doing. The mod_jk connector is now a decade old and has been (sort of) deprecated by other modules (mod_proxy_ajp) for the Apache web server. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 8.0 Midtier using Tomcat 6 and ISS
I had issues with 7.6.04 SP3 MT and IIS 7.5, under Windows Server 2008 R2. I had to make sure to download the latest 64 bit ISAP_Redirect.dll from Apache. After doing so, I had to do the following: - In Server manager, Roles, Web Server, I had to add two roles for Web Server: ISAPI Extension, Isapi Filters. This does not come set up in the standard build in IIS 7.5. I think this is why most people have problems with ISAPI. - Under application pool and under advanced settings and set Enable 32 bit Applications = False - Go to the Default Web Site, Edit Isapi Filters, give the filter a name (like Jakarta), browse for the Isapi_redirect.dll that you downloaded. I think this may apply to MT8, but I am not 100% sure. It does certainly apply to IIS 7 and up. My IIS server works like a charm now. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Wednesday, November 07, 2012 9:38 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.0 Midtier using Tomcat 6 and ISS See if this will help. I haven't tested it though. http://boncode.net/connector/webdocs/Tomcat_Connector.htm -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Wednesday, November 07, 2012 4:58 AM To: arslist@ARSLIST.ORG Subject: ARS 8.0 Midtier using Tomcat 6 and ISS Bryan Microsoft IIS offers no benefit in most deployments of Mid Tier. Your deployment would be far less complex without it, using Tomcat directly, which is all IIS Is doing. The mod_jk connector is now a decade old and has been (sort of) deprecated by other modules (mod_proxy_ajp) for the Apache web server. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Has anyone taken the ADDM 9.0 plunge?
I am working on project to deploy ADDM 8.3 and ADDM 9.0 just came out. We are at a point where we can easily upgrade our development environment with 9.0. The main selling point is that we can set ADDM to ignore PCs, thus saving time in trying to figure out which computers on a subnet need to be ignored. Has anyone tried ADDM 9.0 yet in a test environment or Beta tested it for BMC? I know it is risky to be the Guinea Pig, but the option to ignore PCs is very tempting. Please let me know what you know. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
WWRUG BMC Sale Rumors
Did anyone hear any good rumors at the RUG concerning the reports that BMC was hiring Bank of America to help it get sold? I'm sure that after a few too many drinks some of the BMC folks probably let go some secrets concerning this. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Does ARS Require JDK
Yes it does. And it may even require 2 version of it if you are planning to run AR system as 64 bit. This is because certain components do not run under 64 bit yet, such as email engine. Then you would have to have two JRE installs into separate directories. During the installation of AR system, you tell it where the 64 and 32 bit directories are. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, September 12, 2012 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: Does ARS Require JDK The answer is yes, you will need the JDK, but I'd suggest reading the install guide and filling out the install worksheets to make sure you have everything you need in place which includes the prerequisites. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Ziniti Sent: Wednesday, September 12, 2012 3:34 PM To: arslist@ARSLIST.ORG Subject: Does ARS Require JDK Does ARS, email engine, etc require JDK or can we just install the stand alone JRE? -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Does-ARS-Require-JDK-tp7582785.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Does ARS Require JDK
I don't know if 7.6.04 SP3 and SP4 does, but my last installation of SP2 made me install Java 32 bit to run Email Engine. I am using MAPI, for inbound emails, but that was done way after the install. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, September 12, 2012 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Does ARS Require JDK ** I am pretty sure the Email Engine can be 64-bit as long as you do not use MAPI. On a bit of a side note... we have started to create symbolic links to our JRE/JDK directories. We then configure the application to use these symlinks instead of the true install path. I know this pretty common in the *nix world however it can be done with Windows now. Here is an example: mklink /J D:\Program Files\Java\jdk D:\Program Files\Java\jdk1.6.0_35 This creates a link called jdk in the Java directory which points tot the true install path. Now it doesn't matter where Java wants to install we just update the link to point to the correct location anytime the path changes. Jason On Wed, Sep 12, 2012 at 2:17 PM, Ortega, Jesus A jesus.ort...@lyondellbasell.commailto:jesus.ort...@lyondellbasell.com wrote: Yes it does. And it may even require 2 version of it if you are planning to run AR system as 64 bit. This is because certain components do not run under 64 bit yet, such as email engine. Then you would have to have two JRE installs into separate directories. During the installation of AR system, you tell it where the 64 and 32 bit directories are. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914tel:713%20309-4914 Cell:281 546-0735tel:281%20546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Wednesday, September 12, 2012 3:48 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Does ARS Require JDK The answer is yes, you will need the JDK, but I'd suggest reading the install guide and filling out the install worksheets to make sure you have everything you need in place which includes the prerequisites. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Mike Ziniti Sent: Wednesday, September 12, 2012 3:34 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Does ARS Require JDK Does ARS, email engine, etc require JDK or can we just install the stand alone JRE? -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/Does-ARS-Require-JDK-tp7582785.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Caught Exception Object Expected - 7.6.04 Mid-tier - Update
I have an update on the Caught Exception issue. It turns out that the issue goes away whenever I put in the fully qualified domain name for my server group alias as the preference server in the mid-tier config tool. I was working with BMC this morning on it and we were experimenting pointing my dev mid-tier towards on the application servers in production. The problem disappeared whenever I would point the mid-tier directly at an application server. So, then we tried using the short name for the server group. That didn't work. Then I got the idea to try using the FQDN of the server group. Bingo! It worked using the FQDN of the server group as the preference server on the general settings tab. We will keep experimenting with it because it doesn't answer the question as to why the problem went away when I blew away the person's AR System Search Preferences. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers Sent: Thursday, August 02, 2012 9:32 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier Make sure you do not have reverse proxies that cache the Remedy URL's. We were advised by BMC a while ago that the mid-tier is the only component that should handle the cache. After our proxy guys disabled the cache from NOT happening on the reverse proxies all worked fine. Cheers Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Friday, August 03, 2012 1:42 AM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier The reason clearing the cache and closing ie seems to work is because you are reestablishing a connection. What happens is a user swaps mid tier sessions while they are in remedy. The session headers are not swapped over popping up the error. Clear cache close ie and log back in will of coarse work every time but it doesn't fix the problem. The swapping is random and on not consistent with any user. This would tell you more than likely a hot fix will not fix the issue. It is hard to trouble shoot because it is random and the simple thing to do would be load a hot fix. There are caught exceptions were this is the case but not this one. On 8/2/12, patchsk vamsi...@gmail.com wrote: We have seen this happening randomly to several users. The solution was to delete the IE cache on the client PC. Just clicking clear cache sometimes did not help. Consistent way to remove IE cache is IE -- Tools -- Internet Options -- General tab -- Browsing History -- Settings -- View files -- and select all and delete. The above steps basically takes you to the below folder: C:\Users\username\AppData\Local\Microsoft\Windows\Temporary Internet Files Close the browser and relogin to remedy. On Thursday, August 2, 2012 3:05:44 PM UTC-7, Ortega, Jesus A wrote: ** I tried to flush the cache several times. I even tried to delete the cache files manually in the mid-tier cache directory and on the Tomcat Catalina working directory. It did not help. Fiddler does not capture anything either. I was told by Claire Sanford that there is a new mid-tier patch that just came out for 7.6.04 SP3. I just downloaded it and plan to try it in my dev environment. The weird thing is that the development environment shows no signs of problems. It is just the production one. Then again, Dev is just a straight one mid-tier and one app server configuration. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *ravi rai *Sent:* Thursday, August 02, 2012 4:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** Do cache flush on all mid tier nodes. On IE hit F12 new popup will open go to Cache and select Clear browser Cache for this domain Close all browser and retry Regards Ravi Rai -- Date: Thu, 2 Aug 2012 16:20:39 -0400 From: jdso...@shyle.net Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier To: arslist@ARSLIST.ORG ** If it does not work on IE as well on a supported version, then was it ever working? If so any updates to the Java libraries? Joe *From:* Ortega, Jesus A jesus.ort...@lyondellbasell.com *Sent:* Thursday, August 02, 2012 4:12 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** Yes, we are using IE 8 as our main browser. I just ran the diagnostic in Firefox to get more
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
Update: BMC had us delete the user's search preferences in the AR System Search Preference form. When I did that for the user that was having the Caught Exception error, it went away. Then the next day, after we had done some maintenance and flushed cache, it happened again. Somehow this issue is tied to the AR System Search Preferences. BMC Level 2 and our Support company have not figured it out yet. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Francois Seegers Sent: Thursday, August 02, 2012 9:32 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier Make sure you do not have reverse proxies that cache the Remedy URL's. We were advised by BMC a while ago that the mid-tier is the only component that should handle the cache. After our proxy guys disabled the cache from NOT happening on the reverse proxies all worked fine. Cheers Francois -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Friday, August 03, 2012 1:42 AM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier The reason clearing the cache and closing ie seems to work is because you are reestablishing a connection. What happens is a user swaps mid tier sessions while they are in remedy. The session headers are not swapped over popping up the error. Clear cache close ie and log back in will of coarse work every time but it doesn't fix the problem. The swapping is random and on not consistent with any user. This would tell you more than likely a hot fix will not fix the issue. It is hard to trouble shoot because it is random and the simple thing to do would be load a hot fix. There are caught exceptions were this is the case but not this one. On 8/2/12, patchsk vamsi...@gmail.com wrote: We have seen this happening randomly to several users. The solution was to delete the IE cache on the client PC. Just clicking clear cache sometimes did not help. Consistent way to remove IE cache is IE -- Tools -- Internet Options -- General tab -- Browsing History -- Settings -- View files -- and select all and delete. The above steps basically takes you to the below folder: C:\Users\username\AppData\Local\Microsoft\Windows\Temporary Internet Files Close the browser and relogin to remedy. On Thursday, August 2, 2012 3:05:44 PM UTC-7, Ortega, Jesus A wrote: ** I tried to flush the cache several times. I even tried to delete the cache files manually in the mid-tier cache directory and on the Tomcat Catalina working directory. It did not help. Fiddler does not capture anything either. I was told by Claire Sanford that there is a new mid-tier patch that just came out for 7.6.04 SP3. I just downloaded it and plan to try it in my dev environment. The weird thing is that the development environment shows no signs of problems. It is just the production one. Then again, Dev is just a straight one mid-tier and one app server configuration. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *ravi rai *Sent:* Thursday, August 02, 2012 4:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** Do cache flush on all mid tier nodes. On IE hit F12 new popup will open go to Cache and select Clear browser Cache for this domain Close all browser and retry Regards Ravi Rai -- Date: Thu, 2 Aug 2012 16:20:39 -0400 From: jdso...@shyle.net Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier To: arslist@ARSLIST.ORG ** If it does not work on IE as well on a supported version, then was it ever working? If so any updates to the Java libraries? Joe *From:* Ortega, Jesus A jesus.ort...@lyondellbasell.com *Sent:* Thursday, August 02, 2012 4:12 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** Yes, we are using IE 8 as our main browser. I just ran the diagnostic in Firefox to get more information on the error. As usual, BMC support is of no help. I had our support org escalate it as a high incident and all I hear is crickets from BMC land. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 *From:* Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza *Sent:* Thursday, August 02, 2012 2:47 PM *To:* arslist
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
I have had the user log into both web servers directly. She gets the error on either one of my web servers. I have asked the network engineer to clear the connections on the ACE load balancer and that didn't help. I even upgraded my development mid-tier with the hot-fix, pointed it at the Production server group, and logged in as the user and still got the error I even got a new cached ID, but I still get the error. I am thinking that something is corrupt with her profile after our last DDM. We used the same servers during UAT and she had no issues. After we cut over the staging servers to be production, we restored our UAT environment with a backup from production prior to UAT. Then we did a final DDM to bring over the Deltas. After that, we cut over the DNS alias for the server group name (VIP) and then reconfigured the servers. After that, we started getting the errors. Something tells me that there is an issue with the DDM that corrupted the data. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Thursday, August 02, 2012 6:33 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier More then likely it is your keep alive and timeout settings. A way to test this is to have a set of users hit one web server directly for the day and another hit the other server. More then likely they will not get the error. Also is ip miulticasting setup. I have seen this error in multiple env with loadbalancers on the mid tier side. It is always a settings issue in tomcat. On 8/2/12, Ortega, Jesus A jesus.ort...@lyondellbasell.com wrote: Yes, Sticky bits is enabled on the ACE load balancer. I don't know what the time out is, but it is not very long from what the Network person told me. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Thursday, August 02, 2012 5:39 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier Is sticky bit enables and what is your keepalive and timeout settings? On 8/2/12, Ortega, Jesus A jesus.ort...@lyondellbasell.com wrote: That's what we're hoping for. It seems similar and it does replace a lot of the java script files. Thanks for the information. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Thursday, August 02, 2012 5:16 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** This is the manifest from the latest midtier hotfix - perhaps it's related to SW00433102 Hot Fix Readme Hot Fix Name: MT_7604SP3_2012JUL26_CU_ALL Product Component: Mid-Tier Build Base Version: 7.6.04 SP3-S Build Date: 201207261344 Fix Type: Hotfix binary Affected Platform: All Hotfix Version Stamp: 7.6.04 SP3 201207261344 Hotfix Files Patched: Name: Type: /WEB-INF/lib/MidTier.jar File /WEB-INF/lib/Config.jar File /WEB-INF/lib/ReportCommon.jar File /LocalPlugins/Report/Report.jar File /LocalPlugins/Flashboard/Flashboard.jar File /shared/login_common.jsp File /resources Directory /webcontent Directory /WEB-INF/platform/plugins Directory List of Defects Fixed: Defect ID Description SW00429966 Reset Preferences displays hidden columns if visible column is moved in front of hidden column before reset is done SW00428216 Security Vulnerabilities - Cross Site Scripting Issue SW00428220 Security Vulnerabilities - SSL Cookie Not Used SW00424701 Need to provide support for httpOnly cookie attribute in Midtier SW00433887 Auto Complete makes unnecessary backchannel call when all required menu items are already loaded SW00433686 Compatibility issues with Firefox 13- scrollbars on single line character fields, blacked out background forms during modal popup SW00421038 When Mid-Tier uses SSL the workflow log window is reset every time a new window is opened SW00433102 Mid-Tier throws error (Error: '0.id' is null or not an object) when refreshing a table with sorted Grouped rows and browser screen goes blank. SW00420988 When a tool tip is open, table column sort does close the tool tip and does not refresh the UI causing the wrong record in the table to open. SW00431407 Midtier Native report exports causing CPU to spike SW00431989 Issue with Web Reporting functionality SW00432001 Javascript error
Caught Exception Object Expected - 7.6.04 Mid-tier
Greetings ARSListers, I really don't like bothering everyone on the list with questions of this type, but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app servers. In the past few days I have been getting a steady stream of complaints from my clients regarding an error when they are searching changes. They will go to Applications menu\Change Management\Search Change and when the change form opens and they search, they get Caught Exception : Object Expected . This only happens to a few people, not everyone, but it is consistent. I have tried to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I got rid of the Viewstat.dat file. One customer that has the issue can go to any machine and the issue follows her. I can hard code her password and log into my desktop and it will happen to me. We turned on logging in Firefox and captured the following error. It seems to point at ClientCore.js. I have a suspicion that this is cache related, perhaps eCache related. Your help would be appreciated. Caught exception http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 - TypeError: q is not a function... AT: MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/forms/ideliverapp/CHG:Infrastructure%20Change/Best%20Practice%20View/form.js/37a779c4.js?format=html:993 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 WorkflowContext@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:WorkflowContext@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
Yes, we are using IE 8 as our main browser. I just ran the diagnostic in Firefox to get more information on the error. As usual, BMC support is of no help. I had our support org escalate it as a high incident and all I hear is crickets from BMC land. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, August 02, 2012 2:47 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** My first immediate question to you would be did you try this on an officially supported browser IE on an officially supported version? Firefox is not one of the officially supported browser, so though most things work on FireFox or Safari or Chrome, if something does not work, I would try it on a supported version of IE before deeming it to be a problem. If it’s a problem there too, then yes further investigate. If not then it may just be one of those exceptions that are not supported on non IE browsers.. Personally I like Chrome and then FireFox too, but when I encounter a problem, I attempt reproducing it on IE.. If it cannot be reproduced on IE, then technically you do not have much of a case, you could try bringing it up with BMC Support, but there is no guarantee they would consider it as a priority issue.. Joe From: Ortega, Jesus Amailto:jesus.ort...@lyondellbasell.com Sent: Thursday, August 02, 2012 3:38 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Caught Exception Object Expected - 7.6.04 Mid-tier ** Greetings ARSListers, I really don’t like bothering everyone on the list with questions of this type, but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app servers. In the past few days I have been getting a steady stream of complaints from my clients regarding an error when they are searching changes. They will go to Applications menu\Change Management\Search Change and when the change form opens and they search, they get “Caught Exception : Object Expected” . This only happens to a few people, not everyone, but it is consistent. I have tried to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I got rid of the Viewstat.dat file. One customer that has the issue can go to any machine and the issue follows her. I can hard code her password and log into my desktop and it will happen to me. We turned on logging in Firefox and captured the following error. It seems to point at ClientCore.js. I have a suspicion that this is cache related, perhaps eCache related. Your help would be appreciated. Caught exception http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 - TypeError: q is not a function... AT: MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:FormAction_GenericApply@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:ARACTCommit@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/forms/ideliverapp/CHG:Infrastructure%20Change/Best%20Practice%20View/form.js/37a779c4.js?format=html:993 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:ARRunGoto@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11mailto:ExecuteWorkflow@http://edcwap38/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 @http://myserver/arsys/resources
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
I tried to flush the cache several times. I even tried to delete the cache files manually in the mid-tier cache directory and on the Tomcat Catalina working directory. It did not help. Fiddler does not capture anything either. I was told by Claire Sanford that there is a new mid-tier patch that just came out for 7.6.04 SP3. I just downloaded it and plan to try it in my dev environment. The weird thing is that the development environment shows no signs of problems. It is just the production one. Then again, Dev is just a straight one mid-tier and one app server configuration. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Thursday, August 02, 2012 4:26 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** Do cache flush on all mid tier nodes. On IE hit F12 new popup will open go to Cache and select Clear browser Cache for this domain Close all browser and retry Regards Ravi Rai Date: Thu, 2 Aug 2012 16:20:39 -0400 From: jdso...@shyle.netmailto:jdso...@shyle.net Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG ** If it does not work on IE as well on a supported version, then was it ever working? If so any updates to the Java libraries? Joe From: Ortega, Jesus Amailto:jesus.ort...@lyondellbasell.com Sent: Thursday, August 02, 2012 4:12 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** Yes, we are using IE 8 as our main browser. I just ran the diagnostic in Firefox to get more information on the error. As usual, BMC support is of no help. I had our support org escalate it as a high incident and all I hear is crickets from BMC land. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, August 02, 2012 2:47 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** My first immediate question to you would be did you try this on an officially supported browser IE on an officially supported version? Firefox is not one of the officially supported browser, so though most things work on FireFox or Safari or Chrome, if something does not work, I would try it on a supported version of IE before deeming it to be a problem. If it's a problem there too, then yes further investigate. If not then it may just be one of those exceptions that are not supported on non IE browsers.. Personally I like Chrome and then FireFox too, but when I encounter a problem, I attempt reproducing it on IE.. If it cannot be reproduced on IE, then technically you do not have much of a case, you could try bringing it up with BMC Support, but there is no guarantee they would consider it as a priority issue.. Joe From: Ortega, Jesus Amailto:jesus.ort...@lyondellbasell.com Sent: Thursday, August 02, 2012 3:38 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Caught Exception Object Expected - 7.6.04 Mid-tier ** Greetings ARSListers, I really don't like bothering everyone on the list with questions of this type, but I need some help. First of all I have a 7.6.04 ARsystem \ITSM SP2 system and have Mid-tier 7.6.0 SP3. . I am running a load balanced, server grouped environment on Windows 2008 R2, and Tomcat 6, 64-bit, 2 midtiers, 2 app servers. In the past few days I have been getting a steady stream of complaints from my clients regarding an error when they are searching changes. They will go to Applications menu\Change Management\Search Change and when the change form opens and they search, they get Caught Exception : Object Expected . This only happens to a few people, not everyone, but it is consistent. I have tried to flush the mid-tier cache, manually delete Tomcat and Mid-tier cache, and I got rid of the Viewstat.dat file. One customer that has the issue can go to any machine and the issue follows her. I can hard code her password and log into my desktop and it will happen to me. We turned on logging in Firefox and captured the following error. It seems to point at ClientCore.js. I have a suspicion that this is cache related, perhaps eCache related. Your help would be appreciated. Caught exception http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz/ClientCore.js:11 - TypeError: q is not a function... AT: MarshallArgs@http://myserver/arsys/resources/javascript/7.6.04%20SP3%20201201302357/moz
Re: Caught Exception Object Expected - 7.6.04 Mid-tier
Yes, Sticky bits is enabled on the ACE load balancer. I don't know what the time out is, but it is not very long from what the Network person told me. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Thursday, August 02, 2012 5:39 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier Is sticky bit enables and what is your keepalive and timeout settings? On 8/2/12, Ortega, Jesus A jesus.ort...@lyondellbasell.com wrote: That's what we're hoping for. It seems similar and it does replace a lot of the java script files. Thanks for the information. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Thursday, August 02, 2012 5:16 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception Object Expected - 7.6.04 Mid-tier ** This is the manifest from the latest midtier hotfix - perhaps it's related to SW00433102 Hot Fix Readme Hot Fix Name: MT_7604SP3_2012JUL26_CU_ALL Product Component: Mid-Tier Build Base Version: 7.6.04 SP3-S Build Date: 201207261344 Fix Type: Hotfix binary Affected Platform: All Hotfix Version Stamp: 7.6.04 SP3 201207261344 Hotfix Files Patched: Name: Type: /WEB-INF/lib/MidTier.jar File /WEB-INF/lib/Config.jar File /WEB-INF/lib/ReportCommon.jar File /LocalPlugins/Report/Report.jar File /LocalPlugins/Flashboard/Flashboard.jar File /shared/login_common.jsp File /resources Directory /webcontent Directory /WEB-INF/platform/plugins Directory List of Defects Fixed: Defect ID Description SW00429966 Reset Preferences displays hidden columns if visible column is moved in front of hidden column before reset is done SW00428216 Security Vulnerabilities - Cross Site Scripting Issue SW00428220 Security Vulnerabilities - SSL Cookie Not Used SW00424701 Need to provide support for httpOnly cookie attribute in Midtier SW00433887 Auto Complete makes unnecessary backchannel call when all required menu items are already loaded SW00433686 Compatibility issues with Firefox 13- scrollbars on single line character fields, blacked out background forms during modal popup SW00421038 When Mid-Tier uses SSL the workflow log window is reset every time a new window is opened SW00433102 Mid-Tier throws error (Error: '0.id' is null or not an object) when refreshing a table with sorted Grouped rows and browser screen goes blank. SW00420988 When a tool tip is open, table column sort does close the tool tip and does not refresh the UI causing the wrong record in the table to open. SW00431407 Midtier Native report exports causing CPU to spike SW00431989 Issue with Web Reporting functionality SW00432001 Javascript error window.weOpener.window.getChildWindowIDFromName is not a function SW00430897 Web Reports retrive all the data on first chunk request SW00429473 Listbox menus do not show in MidTier when character field display type is set to Drop Down List SW00430432 Attachments set via a Service Action on a Attachment Field failed to open with a ARERR 106 SW00424037 BIRT reports exported to Excel show mulitple sheets, one each for every page of data exported. SW00411244 CCM Calendar having issues with filtering SW00431083 MidTier CPU spiking with minimal set of users (thread contention) SW00430923 Certain user names can stop browser-side processing, tripping up parsing of keywords when searching. SW00427734 Long Hyphen/Dash Characters display incorrectly when pasting into Work Notes field on Incident form SW00418664 Close Window active link action issue with IE 8 SW00428432 SW00428432 Tool tip sometimes causes null to appear in the center of the browser window SW00429861 Runtime Exceptions during GetHTMLScriptForViewField Backchannel calls cause malformed responses to the browser resulting in Caught Exception errors SW00429804 Access URL must be same as base_url for Web Report to work SW00429605 ARERR 361 when running AR System Report from Report Console/Report Selection/Reports form against a 7.1 AR Server that allows unqualified queries SW00428976 background.swf continues to load even after Flash is disabled in config.properties using arsystem.flash.enable_ui_rendering=false SW00426226 Skin Definitions are causing cache html/js form invalidation, affecting performance SW00427386 Type ahead template selection not showing all templates (auto complete, no scroll). SW00428348 Double clicking an incident/change/etc from the results list opens up a new window with the results
Re: 7.6.04 Super Slow
Claire did you ever get this resolved? I found that my OOTB Mid-tier 7.6.04 SP3, 64-bit, was also running very slow and memory consumption was really high. I am only running 10 gb of Ram on my servers. I got together with one of the company Tomcat Gurus and he suggested that I add a file called tcnative.dll and add it to the ...\ Tomcat6\Bin directory. It is a file that Tomcat uses to interact with Windows and is not shipped with BMC's Tomcat version. You can download it from: http://www.apache.org/dist/tomcat/tomcat-connectors/native/1.1.24/binaries/tomcat-native-1.1.24-ocsp-win32-bin.zip and the 64bit dll is in the 32bit zip file and it has the open SSL dll with it. I didn't install the open SSL, but I did install the tcnative-1.dll and that helped a lot. I was actually able to resize the forms much easier. Also you need to set the permsize to 512 if you are getting low memory messages. I actually lowered my max memory pool to 2048 from over 3gb where I had it before and my Min memory pool is 512. Here are some more tips that he gave me to change in the web.xml file. It is supposed to help with performance by taking Tomcat out of Development Mode, which is what it ships with. It's as though its running in Dev Cache mode. init-param param-namedevelopment/param-name param-valuefalse/param-value /init-param init-param param-namereloading/param-name param-valuefalse/param-value /init-param So this servlet servlet-namedefault/servlet-name servlet-classorg.apache.catalina.servlets.DefaultServlet/servlet-class init-param param-namedebug/param-name param-value0/param-value /init-param init-param param-namelistings/param-name param-valuefalse/param-value /init-param load-on-startup1/load-on-startup /servlet Should look like this servlet servlet-namedefault/servlet-name servlet-classorg.apache.catalina.servlets.DefaultServlet/servlet-class init-param param-namedebug/param-name param-value0/param-value /init-param init-param param-namelistings/param-name param-valuefalse/param-value /init-param !-- add -- init-param param-namedevelopment/param-name param-valuefalse/param-value /init-param init-param param-namereloading/param-name param-valuefalse/param-value /init-param !-- end of added -- load-on-startup1/load-on-startup /servlet After doing this my Tomcat's memory consumption is around 1 gb. Try it in your development environment and see what happens. Also try to make sure that your Max records on get list is set to under 1 in Server information. I have it set to 1 and that prevents users from running long queries which gobble up memory. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, July 20, 2012 3:53 PM To: arslist@ARSLIST.ORG Subject: 7.6.04 Super Slow Does anyone have any tips to determine what could be making my system run slowly? My network team says it is not the network. Even though it happens at almost the same time every day. I have no escalations running at that time and have done most of the tuning that was in the BMC documents. My tomcat service grows up to 5 GB fairly quickly. Of course when I restart the tomcat people stop reporting the slowness. Management wants me to submit a ticket to BMC (already done this several times) and there is no real result. They do a WebEx, look at the logs and there is no appreciable speed increase. The Mid-tier Server has 24 GB of ram. The Application Server has 16 GB. The Database Server has 16 GB ITSM 7.6.04 SP2 Mid-Tier SP3 ARS SP3 Oracle (latest version - can't find the patch number) The servers are all in the same physical location. The App and Mid-tier servers are Win 2008 and the DB server is a UNIX server. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Support - An open letter to BMC
Back in the California days the level one support actually could help resolve some incidents. They had a knowledge of the product and good institutional knowledge. Now the call center in Pune, or wherever it is in India, seems to recruit college kids who know nothing about Remedy and read from scripts. I got so fed up with it that I pushed my organization to change support providers. We moved in September and it is nice to be able to call someone that I don't have to repeat myself to several times or resort to email to get my point across. However, when this new organization gets stuck we are sent back to Black Hole of BMC support , where our incident languishes for weeks waiting on an engineer to become available. They seem to have a huge shortage of level three engineers. I believe that is why they stall us by trying to get endless log files and asking that we perform tests in production, during work hours. My suggestion to BMC is to hire more level three engineers in the USA. I don't mind working with the Indians, but I have a much easier time working with someone who is on this side of the globe and is not fighting sleep and the language. Hopefully whoever ends up buying BMC in the near future will take this into consideration and devise a better support model for us. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark Sent: Wednesday, June 06, 2012 11:43 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC The old California Remedy HelpDesk was great. The off-shored BMC Call Center never was and still isn't. At this point I really don't see anything changing about that. Call me a pessimist, but history is what it is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Wednesday, June 06, 2012 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Honestly... if you get someone in Austin, Atlanta, or California, you will get your ticket resolved and in a manner that speaks to the old Remedy support ways! I've had fantastic support from Russ, Max, Dolly, Dan, Doug... wow! They have a lot of D names there! Paula is a top notch manager! She gets results! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of d...@wwrug.com Sent: Wednesday, June 06, 2012 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC I thought a cage match would do the trick :-) I think that face to face conversations add a lot. Even when Remedy support and quality were at their lowest (and I have heard arguments that that was still way above the bar at BMC up until now), and the VP of Worldwide Support was at the conference, metal detectors were not required. However, after listening in person, some attitudes changed and the results were win-win-win. Support and quality improved, they were perceived as improved, and everyone gained. For a few years Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: June 6, 2012 12:03 PM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Daniel, are you going to have security check for pitchforks and torches? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of arslist Sent: Wednesday, June 06, 2012 11:01 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC Hi Jay, Would you be willing to stop by the WWRUG12 in October so you can talk in person to the folks having problems with Support? Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Shankar Sent: June 6, 2012 1:34 AM To: arslist@ARSLIST.ORG Subject: Re: Support - An open letter to BMC We understand your frustration and apologize for the poor customer experience regarding this issue. Our process is to validate with you the information in your customer profile and we did not do that in this case. We are working with our team to better utilize the information provided and ask only the necessary information to troubleshoot issues. We always want to hear how we can improve our support services, so please continue to fill out the surveys and provide feedback directly. Jay Shankar Vice President Customer Support - Americas BMC Software ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Load Balancer Mid Tiers
Hello Mike, Long time no speak. You can have several mid-tiers and several AR servers. It sounds like you can do with just one AR server and one mid-tier with only 500 users. If you want to do two mid-tiers, that will give your users a decent amount of horsepower. Both mid-tiers have to have your AR server as the preference server. In the case were you would have two AR Servers, it gets more complicated on the network side where that involves a Virtual IP and name for your load balanced AR servers. That virtual name/load balanced AR Server name will be the one that you input into your mid-tier configuration as the preference server and visualization server. All of this is really for high availability environments. At this point it sounds like you can stick with a single threaded environment with a set of stout AR and Mid-tier servers. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Hocks Sent: Wednesday, May 16, 2012 2:06 PM To: arslist@ARSLIST.ORG Subject: Load Balancer Mid Tiers A question regarding a Load balancer and multiple Mid Tiers Can I have multiple mid tiers point to 1 AR Server or do I need to have an AR Server for each Mid Tier? We are running the 7.6.04 from the Pre Config Stack Installer on a Windows 2008 Server with a SQL backend Thank you! -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Can we use the Requester Console (not SRM) if we installed ITSM using the 7604SP2 Stack Installer?
I am trying to install with the stack installer as I write this. I don't like that it makes you install using 64 bit JRE, unlike the regular AR system installer that gives you a choice in case you want to use MAPI for emails. I am thinking of just doing the AR system installer 7.6.04 SP3 and then manually installing Atrium Core, ITSM, SLM, and SRM. My concern is that if I do this manually, AR system will be at SP3, while Atrium and ITSM will be at SP2. Has anyone had an issue doing it this way? Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Friday, April 27, 2012 8:43 AM To: arslist@ARSLIST.ORG Subject: Re: Can we use the Requester Console (not SRM) if we installed ITSM using the 7604SP2 Stack Installer? ** I am not much of a fan of the Stack installer: I mean it kinda works, but there are issues.. I would recommend installing from scratch.. even on a laptop/virtual you get better performance than a stack installer. IMHO .. you could always reinstall the SRM piece.. On Fri, Apr 27, 2012 at 9:27 AM, Antonio M antonio.rem...@gmail.commailto:antonio.rem...@gmail.com wrote: **Can we use the Requester Console (not SRM) if we installed ITSM using the 7604SP2 Stack Installer? Question about the 7604SP2 Stack Installer and the Requester (no SRM) Console. We've installed the full ITSM suite using the above stack installer and had a question about configuring and using the Requester Console. In reading the 7604 BMC Integration Guide and the 7604 BMC SRM Admin guide, there are notes stating that the configuration forms (via the Application Admin console) for the Requester Console have been replaced by SRM. I'm able to find the Definition form for the Requester Console but wanted to know if the other configuration forms are/aren't included as part of the 7604SP2 stack installer. Our users would like to use the Requester Console as we currently do not have plans to roll-out and use SRM. Any guidance/suggestions on the Requester Console configuration form names would be most appreciated and whether we can use the Requester Console after using the ITSM stack installer (which installed SRM). Thanks in advance for your time and help. ~Antonio ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are -- Patrick Zandi _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy System comes to a standstill/unresonsive
Try to look at your getlist setting in AR System Administration\server information\config\Max entries for Getlist. If you have it set to 0, that could be your issue. I have it set to 1. Also, make sure that Allow Unqualified Searches is unchecked. Those two things taken together cause unresponsiveness. Are you having any issues with the mid-tier locking up? Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie Sent: Wednesday, April 11, 2012 12:20 PM To: arslist@ARSLIST.ORG Subject: Remedy System comes to a standstill/unresonsive We've been experiencing intermittent issues where all of a sudden our Remedy system comes to a standstill and is unresponsive to the end user for 10-15mins. The end users are experiencing this in both the client and the web. The strange thing is that there are no errors outputted to the arerror.log file and the end users are not receiving any errors such as timeouts. We have automated montioring setup to ping the IP Address every 5 secs and have not received any alerts. We have montiored the databse and haven't found really any long running queries during the time of the issues that we think is contributing to the issues. We've now turned on the normal app logging of API/SQL/Filter/Esc and opened up a ticket with BMC Support, but looking for some Out of the Box thinking from the group on where to maybe look or if anyone has had similar issues. ARS/Midtier 7.5 Patch 6 ITSM 7.5.01 Patch 1 Atrium Core 7.5 Patch 2 SLM 7.5.00 Kinetic Survey Kinetic Request 4 Sun Solaris AR Servers in a server group behind loadbalancer Oracle Database 4 Windows VM Midtier servers behind load balancer Integrations with AR servers: OIM BladeLogic/BAO IBRSD with ProactiveNet, Patrol Control M TMART Yep, we've been drinking the BMC blue kool-aid for the most part :) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: JOB:Remedy ITSM Administrator
You could buy a mansion in Tijuana and commute in every day using the drug mule tunnels. Jesus Ortega Senior II, Implementation Engineer LyondellBasell Industries Office: 713 309-4914 Cell: 281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Samuel J Albury III Sent: Wednesday, April 04, 2012 10:01 PM To: arslist@ARSLIST.ORG Subject: Re: JOB:Remedy ITSM Administrator One has to live just a little north of San Diego to find moderate housing. North County isn't bad. Temecula and Fallbrook aren't bad either. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Sr. Remedy Administrator/Developer - Denver, CO
I can see why they ran off the other guy. Jesus Ortega ITSM Technologist LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Candace Sent: Monday, March 26, 2012 9:44 AM To: arslist@ARSLIST.ORG Subject: JOB: Sr. Remedy Administrator/Developer - Denver, CO ** The SR. REMEDY ADMINISTRATOR/DEVELOPER should be comfortable with, and have a good understanding of, the ITIL framework, and must have experience with previous IT Service Management (ITSM) releases (7 preferred). The SR. REMEDY ADMINISTRATOR/DEVELOPER will oversee and work with an implementation team on full ITSM implementations and maintain these implementations. This position is accountable for development, administration, customization, integration, architecture, and support of Remedy Action Request System Solutions, with a very strong focus on the IT Service Management (ITSM) suite (Incident Management, Configuration Management, Change Management, and CMDB) and supporting applications and technologies (including Knowledge Management, Service Request Management, Web Services, and LDAP integration). This position is also responsible for system administration of the Bomgar server. QUALIFICATIONS: * A minimum of 7 years of experience using Remedy systems, development of the Remedy Action Request System, Remedy Information Technology Service Management Suite applications, Crystal Reports, Crystal Enterprise, and HTML * At least 10 years of experience with hardware, software, and information technology support * Experience with Analytics and report generation * Must have the ability to provide positive customer service * Excellent problem solving and technical writing skills * Good customer presentation and project management skills * Technical proficiency in advanced relevant technologies desired (BMC Remedy Flashboards, Approval Engine, Web Services, LDAP integration, and API programming; SQL Server; Oracle; UNIX; and other programming languages such as Java; C++, .NET, etc. * Must be able to obtain a favorable minimum background investigation (MBI) or possess an active security clearance * Ability to travel, if necessary RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: * Gathering customer requirements * Preparing design specifications documentation * Application development * Ongoing technical support and system maintenance * Responding to user requests for data extraction, custom or ad-hoc database reporting, or enhancements to system * Providing end-user training, and system account administration and maintenance * Designing, developing, and deploying Remedy AR System applications and technology systems * Maintain and follow a Change Management Plan * Monitor and tune the performance of servers * Inform the Service Desk of server fault conditions at time of detection if end users are affected * Respond to and resolve server performance problems and outage situations * Perform trend analysis for server updates (such as adding memory, increasing disk space, etc.) * Perform backups, restore and disaster recovery * Test disaster recovery and redundant systems * Perform account management duties * Maintain operating system software and applications software with updates and patches. * Install, maintain BMC Remedy Production, Development, and Hot Backup sites functions * Hardware: 3-server production and 2-server development system in Denver, CO., 3-server backup in Reston, VA., and 4 additional servers for reporting and testing * Create and modify custom code and forms as requested or required * Perform install/upgrades and module install/upgrades on timetables agreed upon * Monitor and recommend licensing of all modules * Act as CMDB administrator * Maintain custom views for each support group as needed * Maintain security profiles for different groups * Active member of the Service Desk CCB (Change Control Board) * Use Change and Release Management for all changes made to the system * Follow all documented Change and Release management procedures * Maintain a development environment for testing approved changes * Coordinate all releases with customers * Build or aid in building training materials related to Remedy * Build Reports * Reconfigure system to meet changing business and reporting requirements * Create process flows for Remedy that promote the Service Desk's processes * Ensure backups are created and tested * Respond to requests for enhancements and modifications of all modules * Work with the Service Desk on specific Incident Management needs * Work with customers on specific Change Management needs and other Remedy projects * Perform Bomgar Administrative functions * Create and modify custom front ends as requested or required * Perform
Re: Data Wizard
Lars, It will change the support group name, not the ID, on many of the ITSM forms and update functional roles for the people in that group. However, it does not update any templates that are using that group. So, if have any change, work order, or Incident templates where use that support group, make sure to change the ownership first to another group or it could corrupt the templates. That has happened to me with infrastructure change templates. Make sure to check the group notification option on the support group after you've renamed it. It will set it to no and that group will not get messages when a group notification event fires. Jesus Ortega ITSM Technologist LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of lars.j.petters...@vattenfall.com Sent: Friday, March 16, 2012 8:58 AM To: arslist@ARSLIST.ORG Subject: Data Wizard ** Hello, if I use Data Wizard in ITSM and change the name of a Support Group, will that name be changed in all forms where Support Group exist? Any issues with this function? I tried it, but I found at least one form where the name not was changed.(Supportgroup Lead). // Lars _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS Tomcat Slowdowns are Crippling Us......HELP !
One more thing to try is to have a limit on you users' requests. All the tuning in the world will not help if you are letting your users run amok in the system. The same thing happened to us with Tomcat killing our server and causing daily crashes. When I got to this job, there were no restriction on server things. The culprits were the lack of restrictions on Max entries Returned by Getlist and Allow Unqualified Search was set. Here's what you want to look at : - You need to go to AR System Administration\Server Information \Configuration - Make Sure that Max Entries Returned by Getlist is not 0. I set it to 1 and that seems to work fine. Any less that that will cause AR system to become unstable. - Uncheck Allow Unqualified Searches if it is checked. - Enable Persistent Cache on your Mid-Tier Configuration tool. This helps keep memory utilization lower by having Tomcat go to the Cache instead of the DB every time a form is called. If you you don't take care of these issues what will happen is that a user can do a full scan query on a form and that causes a huge chunk of your available Tomcat Memory to be taken up by the Getlist call (method). Sometimes the memory is not returned due to no caching or a memory leak. If you restrict your users, you will not be using up as much Tomcat memory. I tried to tune my garbage collection and this helped a lot. But in the end the mid-tier would crash with an java out of memory error. I turned on Thread logging (also in AR system Admin) and whenever I saw a crash I could find the query that crashed Tomcat. Thread logging should show you how big the chunk is that is getting called. I hope this helps, Jesus Ortega ITSM Technologist LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Sharp Sent: Thursday, December 15, 2011 8:56 AM To: arslist@ARSLIST.ORG Subject: ARS Tomcat Slowdowns are Crippling Us..HELP ! ** Hi All We have a new ARS 7.604 instance with incredible slow MidTier performance every 3 days. Tomcat sucks up 3GB+ RAM and 53% CPU (today) and cripples the MidTier. Restart Tomcat and all is fine for 2 days. Unacceptable to our 200 IT users and is killing us. Our base of 4800 end users touches Remedy via our Kinetic front end, which is never an issue; just the MidTier for IT Staff. Any help is much appreciated Specifics: We are running Tomcat for ARS and Tomcat for Kinetic, as separate services. The ARS Tomcat runs away with Memory and cripples us at 3GB, while CPU is fine with its service. Kinetic's Tomcat is fine. IBM x3650 VM for MidTier as well as ARS **SQL is hosted on a separate W2K8 VM Windows 2008 x64 bit Quad Zeon 2.26GHz 6GB RAM J2SE Dev Kit 5.0 Update 22 J2SE Runtime Environment 5.0 Update 22 Java 6 Update 27 x64 bit Java 7 Update 1 Java SE DevKit 6 Update 27 x64 bit _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Asset Management Console size issue on midtier
The same thing happens to us on AM and it also happens on Change Management and the only way to fix it is by flushing the mid-tier cache. We have ITSM 7.6.0 and Mid-tier 7.5.7. Usually it is only seen on one mid-tier. I opened up a case with BMC on the matter and have an engineer, Dan Barbera, looking at it. I have sent a ton of logs from mid-tier, tomcat, and fiddler, but so far the engineer has not found anything. The problem follows the user from one computer to another and it does not happen to me (the admin). So, I suspect that it is an issue with User Preferences, but I can't pinpoint it. We even upgraded our mid-tier to patch and still have the issue. Jesus Ortega ITSM Technologist LyondellBasell Industries Office: 713 309-4914 Cell:281 546-0735 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jonas Stumph Stevnsvig Sent: Tuesday, November 08, 2011 7:07 AM To: arslist@ARSLIST.ORG Subject: Re: Asset Management Console size issue on midtier It's set to the deafult - but the problem isn't that it isn't loading or showing. the problem is that the displayed area is 20px high, and as wide as the screen. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy Restore Tool 1.6
Greetings, I am in the process of refreshing my development database from production and I know that there is a lot of housekeeping after the fact. So I looked on the BMC Communities site to see if there was a tool for helping with that. I found the Remedy Restore Application 1.6 that is supposed to help update all the forms that need to be changed with the development AR system name, as well as changing any AIE\EIE references. Has anyone used this tool before? From the looks of it on the BMC Developer Network, it seems like it works for some people, but it caused problems for others, especially with systems in a server group. I'd like to hear some feedback on it before I trash my development environment and have to restore from a backup. Thanks, Jesus Ortega ITSM Technologist LyondellBasell Industries Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: java.lang.OutOfMemoryError: Java heap space.
I have been having this problem for two months and have a critical ticket opened with BMC. We were on MT 7.5.3. It took almost two months to talk to a US based engineer and get the proper support. They had me do a number of things: - Patch the mid-tier to 7.5.7, - Decrease perm size to 128 and max to 256 (I had it 256m -512m) - Turned on persistent caching, this caused some instability so I turned it off - set the following in Tomcat's configuration page under the Java options tab: -XX:+HeapDumpOnOutOfMemoryError - there was a setting in the mid-tier config.properties files that is set incorrectly out of the box and has to do with ecache: arsystem.ehcache.referenceMaxElementsInMemoryWeight.formFields=28.577. It should be set to 8.577 After all of this, we still had crashes every Monday and Wednesday mornings. In the end, drum roll please, it was the AR Server Administration setting for Max Entries Returned by Getlist in the Server Information\configuration tab. It was set for 0, which would allow a user to do a search on the mid-tier that would allow thousands of rows to be returned. It turned out that some users would do a search on Asset Management and would request 2 - 6 rows and consume 450mb of heap space in Java. Since we are setting our heap space to 1024 and our server runs at an average of 700mb, the 450mb query would cause the java heap errors. I set maximum on Getlist to 1000 rows, but this caused AR System to start crashing. So, I bumped it up to 1 rows and it seems to be working okay and Tomcat has not crashed in a week. Check on the Max Entries Returned by Getlist and see if that helps. I ask this to the other admins, what is the happy medium for Getlist that will not cause AR System to crash? I am still going through trial and error, but 1 rows seem to be a okay for now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Michele Mizell Sent: Monday, July 25, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: java.lang.OutOfMemoryError: Java heap space. All, We are intermittently receiving java.lang.OutOfMemoryError: Java heap space in our midtier logs. We have 2 Load Balanced servers which are running Apache Tomcat 5.5.28 and IIS 6. Our min and max memory pool for Java is set to 1024 per BMC's recommendation. These are dedicated servers : Windows 2003 Standard x64 Edition SP2 Our heap memory is constantly maxed out. Has anyone experienced this error in your environment? BMC support has not been helpful in determining the cause and solution. Sincerely, Michele Mizell Application Maintenance Software Engineer 1 JCPenney Co., Inc. Ext.11088 mmi...@jcpenney.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: java.lang.OutOfMemoryError: Java heap space.
Did you have any problems with AR system when you were changing the getlist settings? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Shetler, Cindy S Sent: Wednesday, August 10, 2011 11:41 AM To: arslist@ARSLIST.ORG Subject: Re: java.lang.OutOfMemoryError: Java heap space. I think we ended setting ours to 1 rows as well and don't think we've had any issues since. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A Sent: Wednesday, August 10, 2011 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: java.lang.OutOfMemoryError: Java heap space. ** I have been having this problem for two months and have a critical ticket opened with BMC. We were on MT 7.5.3. It took almost two months to talk to a US based engineer and get the proper support. They had me do a number of things: - Patch the mid-tier to 7.5.7, - Decrease perm size to 128 and max to 256 (I had it 256m -512m) - Turned on persistent caching, this caused some instability so I turned it off - set the following in Tomcat's configuration page under the Java options tab: -XX:+HeapDumpOnOutOfMemoryError - there was a setting in the mid-tier config.properties files that is set incorrectly out of the box and has to do with ecache: arsystem.ehcache.referenceMaxElementsInMemoryWeight.formFields=28.577. It should be set to 8.577 After all of this, we still had crashes every Monday and Wednesday mornings. In the end, drum roll please, it was the AR Server Administration setting for Max Entries Returned by Getlist in the Server Information\configuration tab. It was set for 0, which would allow a user to do a search on the mid-tier that would allow thousands of rows to be returned. It turned out that some users would do a search on Asset Management and would request 2 - 6 rows and consume 450mb of heap space in Java. Since we are setting our heap space to 1024 and our server runs at an average of 700mb, the 450mb query would cause the java heap errors. I set maximum on Getlist to 1000 rows, but this caused AR System to start crashing. So, I bumped it up to 1 rows and it seems to be working okay and Tomcat has not crashed in a week. Check on the Max Entries Returned by Getlist and see if that helps. I ask this to the other admins, what is the happy medium for Getlist that will not cause AR System to crash? I am still going through trial and error, but 1 rows seem to be a okay for now. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Michele Mizell Sent: Monday, July 25, 2011 10:22 AM To: arslist@ARSLIST.ORG Subject: java.lang.OutOfMemoryError: Java heap space. All, We are intermittently receiving java.lang.OutOfMemoryError: Java heap space in our midtier logs. We have 2 Load Balanced servers which are running Apache Tomcat 5.5.28 and IIS 6. Our min and max memory pool for Java is set to 1024 per BMC's recommendation. These are dedicated servers : Windows 2003 Standard x64 Edition SP2 Our heap memory is constantly maxed out. Has anyone experienced this error in your environment? BMC support has not been helpful in determining the cause and solution. Sincerely, Michele Mizell Application Maintenance Software Engineer 1 JCPenney Co., Inc. Ext.11088 mmi...@jcpenney.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ Information contained in this email is subject to the disclaimer found by clicking on the following link: http://www.lyondellbasell.com/Footer/Disclaimer/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: CI Viewer issues
Try checking your tomcat logs for signs of a .jar file conflict. Something like this: WARNING: com.systinet.wasp.services.com.remedy.cmdb.cmdbws.CMDB_PortTypeImpl - Native Library D:\Program Files\AR System\Mid-Tier\WEB-INF\lib\arjni70.dll already loaded in another classloader EXCEPTION: Native Library D:\Program Files\AR System\Mid-Tier\WEB-INF\lib\arjni70.dll already loaded in another classloader java.lang.UnsatisfiedLinkError: Native Library D:\Program Files\AR System\Mid-Tier\WEB-INF\lib\arjni70.dll already loaded in another classloader Look at ...\Program Files\Apache Software Foundation\Tomcat-5.5.17\logs for the stdout.log file. Look for any conflicts where a .dll library has already been loaded by another file. If you don't get enough information out of the stdout, you could go to Tomcat Configuration, java tab, java options and add -verbose:class to the options. This will show what class libraries(.jar) are loaded in the jakarta_service log. A common problem is that one has arapi70.jar or arutil70.jar getting loaded in two places because they in a folders called located in the system path. I kept having a problem because we have KM Experts and this loaded those files in another folder and modified the system path. To fix it: I had to remove the arapi70 and arutil70 from all the different folders that they were in Put them in the Tomcat-5.5.17\common\lib folder Then modify the path environment variable to include the tomcat common\lib folder. We are working on an upgrade to 7.1. I had to go through this all over again with the upgrade. I hope this helps Jesus Ortega Application Senior Specialist IT Remedy Support -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of BeXpress Sent: Wednesday, February 04, 2009 9:24 AM To: arslist@ARSLIST.ORG Subject: Re: CI Viewer issues All of my settings in the Mid-tier are correct. Thanks rey4u wrote: Once you login to mid tier,check the following things: 1.server name should be correct 2.Servers should be mapped correctly.. 3.Problems with the 2 drop down fields for selecting server names,select the correct server on the both drop down 4.once you done,flush the cache and try accessing ci viewer... BeXpress wrote: All, I have an issue with the CI Viewer not working. When I click on the “CI Relationship Viewer” button it appears that it's going to open but then I get an error about “The page cannot be displayed” which is your basic internet error about checking all of your internet settings. This will also immediately kill the Tomcat service on the server. I am able to login to Mid-Tier with no problems I see all of the Flashboards with no problems, it's got me stumped. I have tried reinstalling the CI Viewer, that didn't help. I'm not sure if this is related to another issue I have with the dataset name being: OS-F5357CF4C6AF4DD98B32A8B203C45ABA instead of BMC.ASSET. I know that this is the core dataset id of BMC.ASSET, I did have to change the CMDB console flashboard variable to the core id instead of BMC.ASSET to get it to work again. Any help would be appreciated, my company decided not to renew our maintenance contract so I have no technical support or patches to try. Thanks for your help and let me know if I need to provide any other information. AR Server 7.0.01 Windows2003 SQL Atrium 2.0.0 patch 1 Incident Management 7.0.03 patch 006 Mid-Tier 7.0.1 Apache Tomcat/5.5.17 Java 1.6.0 Thanks again, Brian Skalla brianska...@gmail.com -- View this message in context: http://n2.nabble.com/CI-Viewer-issues-tp2259605p2260482.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are -- View this message in context: http://www.nabble.com/CI-Viewer-issues-tp21795823p21832631.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender.
Friday Humor - ITSM song
Since we all love Remedy and we know that the cause of the headache is the ITSM suite, I decided to create another song. This one would be a pitch from a BMC rep trying to sell BSM to the VP of Information Systems. Just imagine about five BMC sales reps in board room suddenly breaking out into this song and dance to the tune of YMCA. V P, yes I'm talking to you I said V P, this is what you should do there's a system, you should go out and buy It'll make your business fly high V P, when your systems are down I said V P, and your customers frown there's a system, that'll make you go far you will be-come IT's big star You have to implement I T S M You have to implement I T S M It's got everything, to fulfill your dreams of keeping track of your teams You have to implement I T S M You have to implement I T S M It's got everything to make IT run It'll even make help desk fun I T SM I T S M Jesus Ortega Application Senior Specialist IT Remedy Support Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Friday Humor - Remedy Song
In honor of Remedy 7.0 and all its quirks that have led users to madness, I composed a song. It is called Remedyville and is sung to the tune of Jimmy Buffet's Margaritaville Management told me I had to use Remedy Sent me to training for half a day This system is quirky The instructions are murky To get through this I'll have to pray Wastin' my time again down in Remedyville Looking for the data I lost Some people say that there's a virus to blame But I know, it's Remedy's fault. Brought down my desktop Blew up my laptop Called the help desk, they put me on hold But there's a fresh pot of java That's as thick as lava That'll help through this Or so I'm told Wastin' my time again down in Remedyville Looking for the data I lost Some people say that there's a virus to blame But I know, it's Remedy's fault. Folks on the 3rd floor Can't take it no more This new program Is bringing them down Can't make no progress Can't make any changes Maybe their hiring somewhere downtown Wastin' my time again down in Remedyville Looking for the data I lost Some people say that there's a virus to blame But I know, it's Remedy's fault. Jesus Ortega Application Senior Specialist IT Remedy Support Southern Union Company Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Friday (strange) humor
No one shall enter the temple to ask a question without an incident number. That is how we ward off the evil spirits. Jesus Ortega From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Friday, July 18, 2008 9:43 AM To: arslist@ARSLIST.ORG Subject: OT: Friday (strange) humor ** You can tell the boss has been out of the office this week. My team, in conjunction with a team that sits with us, took some old tubes and turned cube land into a Chinese temple, complete with both male and female lion statues, as well as a bagua mirror with the old Remedy logo to ward off evil spirits. Hopefully the photos make it through the email. Shawn Pierson Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image001.jpgimage002.jpg
Re: Email Engine
Raj, 1. Is your Remedy email engine service running? When you install it, the service may default to manual start instead of automatic. You will have to reset that and start the service. 2. If the service is started and no mail is outgoing, you will have to make sure that you have a connection to your SMTP server. Ping the SMTP server to make sure your application server can access it. Jesus Ortega IT Remedy Support -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of raj Sent: Friday, April 06, 2007 9:45 AM To: arslist@ARSLIST.ORG Subject: Email Engine I have installed the email engine and i have configured in email configuration form(out going )and email server name, port,polling interval. (We are only using ut going and with SMTP) When i am trying to test from email messages form nothing is happening,the status still in send and I don't see email any thing error logs. Can some body help me out whether I have to do any modification in configuration file or any thing in send mail. Thanks raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
