Re: Announcements: Doug Mueller has left BMC, ARSlist will be shutting down on US Thanksgiving, Nov. 28th

[Phil Murnane]

Hearing the news that Doug is receding – I feel like some of the first 
physicists who read quantum theory and thought to themselves that our universe 
is different now.  Best of luck and all blessings, Doug.

Thanks also to Dan, Jason, and Misi for all their time spent supporting this 
community.  There were many difficult days when just knowing this place existed 
made life a bit better.

Farewell and Godspeed,
--Phil

From: ARSList  on behalf of 
"arsl...@danielbloom.ca" 
Reply-To: ARSList 
Date: Wednesday, October 2, 2019 at 5:45 PM
To: "arslist@arslist.org" 
Subject: Announcements: Doug Mueller has left BMC, ARSlist will be shutting 
down on US Thanksgiving, Nov. 28th

Doug Mueller’s last day at BMC was Monday, September 30th. As we all know, Doug 
was the creator of the ARSystem as a founding member of Remedy Corporation.

He has always retained the philosophy of supporting the user community, even 
before he accepted my invitation to join this list in 1993.

After consultation with Jason and Misi, the current custodians of this ARSlist, 
it was decided that I should post to this external list that Doug has left, in 
the hopes that all current and former members of our community can express 
their best wishes here where it can be done outside of a Corporation based 
community and where Doug can of course also read them.

In Doug’s honor, it was also decided that we would shut down the ARSlist 
permanently on US Thanksgiving, giving folks until then to post their comments, 
and to signify the thanks we give to Doug for all he has done.

My understanding is that the archives will continue to be available, and of 
course can be saved for posterity.

For my part, it was sad news that someone who has contributed so much, holds so 
many forward thinking innovative patents singularly and jointly with others, 
would be departing.

I was supposed to post this yesterday and it took me until today to accept that 
he really had left. I won’t be disappointed if I am proven wrong …….

Dan
Daniel Bloom
Founder of the ARSlist in November 1993
Active in the Remedy ARSystem world since 1.0


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Re: Atrium and field 112

[Phil Murnane]

Hi Dave,

The easiest way to prove it's not a cache issue is to

  1.  Stop tomcat on the mid-tier
  2.  Delete the cache files in the .../webapps/arsys/cache/... folder
  3.  Start tomcat
  4.  Re-test

I ran into something like this years ago when permissions changes to the system 
weren't being honored by the mid-tier.

HTH,
--Phil


From: ARSList  on behalf of Dave Barber 

Sent: Monday, July 22, 2019 8:50 AM
To: ARSList 
Subject: Re: Atrium and field 112

I'm really not sure - my main knowledge of field 112 is from an in-house 
developed application where we lock down data.  In 10 years of usage of Atrium 
we've never had any need for locking anything down.

The value that was in Base Element was :
;;10;

I've amended the 10 value to a new permissions group for a couple of 
CIs, and a profile that doesnt have the new permissions group or any form of 
Admin rights (other than Asset Viewer) can still find the CI in searches.

Have had issues with mid tier caching, but never experienced issues related to 
caching and permissions - guidance welcome!

On Mon, 22 Jul 2019 at 13:33, Phil Murnane 
mailto:phil.murn...@windward.com>> wrote:
Any chance that the symptom is due to a caching issue of some sort?


From: ARSList mailto:arslist-boun...@arslist.org>> 
on behalf of Dave Barber mailto:daddy.bar...@gmail.com>>
Sent: Monday, July 22, 2019 4:57 AM
To: ARSList mailto:arslist@arslist.org>>
Subject: Atrium and field 112

All,

This is on ARS 9.1.02.

We have a range of users making use of both Atrium and Change Management.  We 
have a range of CIs uploaded against a large number of compaies, and users have 
always been given unrestricted access.

A recent requirement has involved us wanting to restrict visibility of some CIs 
to specific users.  Multi tenancy would not be viable (as there are hundreds of 
companies within our system), so I had thought that replacing the value for 
"Unrestricted Access" in field 112 in Base Element for the relevant CIs with 
another permissions group, and adding that permissions group to the required 
users would have the desired effect.  It does not work - profiles without the 
new permissions group can still see the "locked down" CIs.

Has anyone else implemented anything along these lines?

Regards

Dave Barber
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Re: Atrium and field 112

[Phil Murnane]

Any chance that the symptom is due to a caching issue of some sort?


From: ARSList  on behalf of Dave Barber 

Sent: Monday, July 22, 2019 4:57 AM
To: ARSList 
Subject: Atrium and field 112

All,

This is on ARS 9.1.02.

We have a range of users making use of both Atrium and Change Management.  We 
have a range of CIs uploaded against a large number of compaies, and users have 
always been given unrestricted access.

A recent requirement has involved us wanting to restrict visibility of some CIs 
to specific users.  Multi tenancy would not be viable (as there are hundreds of 
companies within our system), so I had thought that replacing the value for 
"Unrestricted Access" in field 112 in Base Element for the relevant CIs with 
another permissions group, and adding that permissions group to the required 
users would have the desired effect.  It does not work - profiles without the 
new permissions group can still see the "locked down" CIs.

Has anyone else implemented anything along these lines?

Regards

Dave Barber
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RE: ARSystem in HTML.

[Phil Murnane]

Hi Kevin,

Check out ARInside.

HTH,
--Phil

From: ARSList  On Behalf Of Kevin Candelaria
Sent: Monday, March 4, 2019 8:49 AM
To: ARSList 
Subject: ARSystem in HTML.


Good morning AR List.



I had a tool a while back that would generate HTML of my AR System, all the 
filters, escalations, activelinks and where they lead to in a nice website.



Anyone have an idea of the name of this tool. It was free.
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RE: Common Table Expression SQL for menus

[Phil Murnane]

Hi Charlie,

Don’t know if this will help, but I frequently see CTEs written with a leading 
semicolon before the WITH keyword – e.g. ;WITH cte AS…

IIRC this is required by the SQL engine -- maybe give that a shot?
--Phil

From: ARSList  On Behalf Of Charlie Lotridge
Sent: Tuesday, February 19, 2019 1:37 PM
To: ARSList 
Subject: Common Table Expression SQL for menus

Hi all,

I'm trying to use a SQL query containing a Common Table Expression for a 
drop-down menu. I can see that the query is submitted to the server and is 
appropriately generating results. But the menu comes back as empty.

For anyone not familiar, a Common Table Expression (CTE) is a construct 
supported by (at least) SQL Server that allows for some extreme flexibility in 
the generation of result sets, in some cases things that you just can't do 
without it. In SQL Server queries containing CTEs begin with a "WITH" keyword 
instead of "SELECT". I don't know if other database systems support this 
construct.

One workaround is to embed the query into a SQL view, then query the view. I've 
used this workaround in the past but it is not entirely convenient or elegant.

Has anyone else had this problem and maybe have some insight as to why it's 
failing or perhaps developed a better workaround?

Incidentally, this is on an ARS system running v8.1.

Thanks,
Charlie
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Re: Report on Support Group Members

[Murnane, Phil]

Hi Todd,

Check out ARInside<http://arinside.org/> - it's invaluable for learning how the 
OOB applications work (e.g. which Join forms are built from CTM:People).

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Schaefer, Barb
Sent: Thursday, November 30, 2017 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Report on Support Group Members

**
Hi Todd,

Did you try the CTM:Service Company_SupportGroup_Permission_Join form?

Sincerely,

Barb Schaefer
IT Process Improvement Analyst - Information Technology
Phone: 414-777-5115  Pager: 414-590-6825
E-mail: barbara.schae...@froedtert.com<mailto:barbara.schae...@froedtert.com>

Froedtert & The Medical College of Wisconsin
400 Woodland Prime, Suite 200
N74 W12501 Leatherwood Court
Menomonee Falls, WI 53051-4490
froedtert.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Thursday, November 30, 2017 12:19 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Newsletter / Marketing: Report on Support Group Members

**
I am trying to run a report that lists all support groups and the people that 
belong to the group.  I thought this would be an easy task, but I am not 
finding any forms that contain that data to report off of.  Can anyone point me 
in the right direction?

Thanks,
Todd Arner

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Re: How to call a .sh script located in remote unix box from the remedy server 8.1 on windows using the FILTER Run Process command?

[Murnane, Phil]

That helps, Abhishek.


Try updating the run process command to the following and then see if any 
helpful text is in the resulting close_tt-out.txt file:

   cmd /c C:\Users\AnandAb\Desktop\close_tt.bat "$Request ID$" 
1>C:\Users\AnandAb\Desktop\close_tt-out.txt 2>&1


HTH,

--Phil



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Abhishek Anand <abhi.masc...@gmail.com>
Sent: Tuesday, October 17, 2017 1:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to call a .sh script located in remote unix box from the 
remedy server 8.1 on windows using the FILTER Run Process command?

PFB the  filter log  but its not highlighting any glitch just showing the full 
command in the RUN PROCESS.



Tue Oct 17 2017 13:07:11.3430 */  
Checking "Temip_TT_Filter_CaseClose_Test"
  
 0: Process
  
   cmd /c 
C:\Users\AnandAb\Desktop\close_tt.bat "020"
  
 /* Tue Oct 17 2017 13:07:11.3430 */ End of 
filter processing (phase 3) on TeMIP_TroubleTicket_Case – 020


RUN PROCESS COMMAND - cmd /c C:\Users\AnandAb\Desktop\close_tt.bat "$Request 
ID$"

And it will trigger on change of the status to "Closed" on a form.

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Re: How to call a .sh script located in remote unix box from the remedy server 8.1 on windows using the FILTER Run Process command?

[Murnane, Phil]

Hi Abishek,


To echo an earlier commenter, I'd try removing the double-quotes from around 
$Request ID$ because when ARServer writes the output it will substitute a 
ticket number for the token ($Request ID$), and ticket numbers usually do not 
contain spaces, so no double-quotes are normally required.


Also, turn on filter logging to see the exact command being generated -- 
perhaps this will shed light on the problem.


Also, append " 1> output.msg 2>&1" to the command to redirect std out and err 
out to a text file and inspect the contents of the resulting text file (see 
https://support.microsoft.com/en-us/help/110930/redirecting-error-messages-from-command-prompt-stderr-stdout)
 to see if any clue is given.


HTH,

--Phil



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Abhi$hek <abhi.masc...@gmail.com>
Sent: Monday, October 16, 2017 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to call a .sh script located in remote unix box from the 
remedy server 8.1 on windows using the FILTER Run Process command?

**
I am using filter run process and path is accessible from windows.

On 16-Oct-2017 9:12 PM, "Thad Esser" 
<thad.es...@gmail.com<mailto:thad.es...@gmail.com>> wrote:
**
If I understand your situation, you have a Remedy server on Windows, from which 
you want to call a batch file, and that batch file calls another script on a 
remote Unix server.  Your batch file works (successfully runs the remote Unix 
script) when executed manually.  And you are having trouble getting Remedy to 
call the batch file?

Are you using a "Run Process" action in your filter, or is it a "Set Fields" 
action?  Some of the other responses have referenced the $PROCESS$ keyword, 
which would be used in a "Set Fields" action, but not in a "Run Process" action.

I notice your batch file is located in C:\Users\An***\Desktop.  Does your 
Remedy server have access to that file location?  (also keep in mind that if 
the path to your script has any spaces, it should be double quoted).

-Thad



On Sat, Oct 14, 2017 at 11:42 PM, Abhishek Anand 
<abhi.masc...@gmail.com<mailto:abhi.masc...@gmail.com>> wrote:
Hi  Experts,


How to call a .sh script located in remote unix box  from the  remedy server 
8.1  on windows using the FILTER Run Process command?

I have designed the close_tt.bat file in my local system which in turn is 
calling below script residing on remote server:-

C:\plink -l  -pw * stemipt /usr/opt/temip_tttls/Runtime/OpenCTI.sh 
CLOSE "$Request ID$"

I am using below logic in FILTER Run Process command line but its failing :-

cmd /c C:\Users\An**\Desktop\close_tt.bat "$Request ID$"

Early response will be highly appreciated.

Regards,
AA

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Re: Experience with running Remedy 9.1 in the POC hardware config?

[Murnane, Phil]

Hi Paul,


Without knowing a lot more details about the system and how it's used, it's 
difficult to give any meaningful reply.  Regardless, even if every subscriber 
to the list said, "Don't let them do it!" this would be an opinion ("don't do 
it") vs facts (hard data showing unused resources) situation, and the server 
team is likely to get their way after all is said and done.


If the server people want to reduce the CPUs, I suggest you agree to the plan.  
At the very least, you're generating social capital with a team where your 
application is dependent on their service.  Just capture some before-the-change 
metrics to have as factual evidence in case the reduction produces negative 
effects.


FWIW,

--Phil



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Paul J. Zagarella <paul.zagare...@temple.edu>
Sent: Monday, September 11, 2017 10:29 PM
To: arslist@ARSLIST.ORG
Subject: Experience with running Remedy 9.1 in the POC hardware config?

**
Hey gang,

We currently have about 125 concurrent users and we are in the Small Hardware 
Config. My server group wants to reduce the number of CPUs from 8 to 4 on the 
main SQL server which is running Windows Sever 2012 R2 and SQL Server 2014. 
They have stats stating that we are barely using the CPU power. Does any about 
our size have experience running with less than the recommended hardware? Did 
you have problems when contacting BMC support? Thanks.

Paul J. Zagarella, MS IS
Director of Information Technology
Client Services
Temple University
Computer Services
(215) 204-4412

P Think before you print

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Re: DB connection from the AR Server installer

[Murnane, Phil]

Hi Peter,

I’m far from an expert here, but in the past I’ve resolved some Oracle 
connection problems by setting the TWO_TASK environment variable.  Some notes 
here: http://www.orafaq.com/wiki/TWO_TASK .  It’s a long shot, but couldn’t 
hurt to try.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Joran
Sent: Sunday, August 20, 2017 2:34 PM
To: arslist@ARSLIST.ORG
Subject: DB connection from the AR Server installer

**
All,
I am trying to get the Remedy installer to connect with the DB to install the 
application.

SQLPlus
As a preliminary test I tested the connection using SQLPlus from the Remedy 
server.
Without appending the pw with @sid the connection failed (ERROR:ORA-12560: 
TNS:protocol adapter error)
PW with @sid appended connects successfully

Remedy Installer
In this case I'm only installing the AR Server 8.1.02 files as the DB (Oracle 
11g) is in place.
The issue is that the application installer does a validation check and it 
fails.
Without the @sid it validates and performs the installation but then fails when 
its time to connect to the DB at the very end of the installation.
Appending the pw @sid the installer validation fails.

Any thoughts on how to connect to the DB (SQLPlus or application installer) 
without using the @sid would be greatly appreciated.
Different servers
ping the db server, by name and IP = success
DB is started and open
lsnrctl status = success
tnsping sid = success
Adding server env var ORACLE_SID=sid did not help


Thanks
Pete
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Re: Hosting services

[Murnane, Phil]

I've spoken to customers that have used AWS, Azure, and Rackspace IaaS 
successfully.  Of course Remedy OnDemand is available directly from BMC, and 
I've worked a successful project on that platform.


HTH,

--Phil



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Saji Philip <sphili...@gmail.com>
Sent: Thursday, June 1, 2017 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Hosting services

** Does anyone know of instances where people had their Remedy environment 
hosted? IaaS  If so, any good or recommended hosting companies...

We are thinking to move our entire instance to a IaaS cloid offering..
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Re: How to "split" Unrestricted Access

[Murnane, Phil]

Hello Irina,


Most HR applications I've seen store their records in separate tables from 
non-HR records, partly to make the security scheme simpler.


If this is not an option for you, I can think of one solution but it's not a 
good one at all: add two filters to the Incident form that fire On Get.  The 
first checks for membership in the "HR Incidents" group and stores the result 
of the check in a display-only field.  The second sets the value of all fields 
to null if the membership check fails.  This is very ugly because of 1) the 
extra load on the system to process all the On Get actions and 2) because a 
query would still know that a record exists, but would not know the content of 
the record.  Also, the OOB workflows will need a lot of fix-up.

FWIW,

--Phil


From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Irina Solarcuka <irinase...@gmail.com>
Sent: Friday, April 21, 2017 5:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to "split" Unrestricted Access

**
Hi,

The issue is that all support groups members has unrestricted access and I 
can't remove that.
It is a reason why I need "another unrestricted access" that allows to HR 
people to see only their incidents.
At the same time I need to limit an existing Unrestricted Access so that people 
can see only non-HR incidents.

BR,
Irina

2017-04-21 11:33 GMT+03:00 Chris Jones 
<chris.jo...@aramea.co<mailto:chris.jo...@aramea.co>>:
**
Hi Irina,

Another option for you to consider is using parent groups to control access to 
multiple companies, etc.

https://docs.bmc.com/docs/display/public/ars81/Using+a+parent+group+for+permissions+inheritance

Maybe you could create an HR parent group and grant access to that so HR people 
are granted access to anything within this parent group?

Regards,

Chris

Chris Jones, Director
www.aramea.co<http://www.aramea.co/>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Irina 
Solarcuka
Sent: 21 April 2017 05:34
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: How to "split" Unrestricted Access

**
Hi,

I would like to "split" Unrestricted Access in two parts - HR Unrestricted 
Access and Unrestricted Access for the other incidents.
Is it possible?
I've created an additional field in CTM:People form called HR Unrestricted 
Access, an additional Role and group with the same name.
I can't use multi-tenancy since we have a mix of customers and support 
companies. Each support company can support each customer.
I can't remove Unrestricted access from all the users that have that because of 
the same reason..

Any help is appreciated

BR,
Irina
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Re: [Non-DoD Source] Re: need input about data migration after Upgrade

[Murnane, Phil]

We've used DDM and RRR|Chive successfully on various projects.  Misi's tool is 
scriptable and very fast compared to DDM.  DDM can schedule code and data 
migrations.  Generally both require the Last-Modified date/time field to be 
accurate.  Overall, I'd personally recommend RRR|Chive.

HTH,

--Phil


From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Nicosia, Ryan J. CTR USSOCOM HQ <ryan.nicosia@socom.mil>
Sent: Wednesday, April 19, 2017 8:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Re: need input about data migration after Upgrade

I have to disagree.  We used DDM with great success but it does require admin 
freeze on all deletion activities of your production environment.  That said, 
there are ways to get around that as well but purging the form in question on 
your target server and telling DDM to just pull everything over.

Once you get to the point where you are running DDM every few days, the errors 
are easy to identify and clean up and you can re-run a specific package as 
needed.

Ryan

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Kamruzzaman
Sent: Wednesday, April 19, 2017 5:50 AM
To: arslist@ARSLIST.ORG
Subject: [Non-DoD Source] Re: need input about data migration after Upgrade

Hi Amit,

Agree with Vinod, you may want to look at alternate solution considering you 
are looking at migrating and cleaning your data. You will want to migrate over 
foundation, configuration and transactional data onto ITSM 9.x . This is an 
ideal time to clean up data, remapping Prod cats and Op Cats etc. and 
potentially archive some of the tickets that you no longer need.

We use our Customer Move Tool (more info [CAUTION] 
http://www.alderstone.com/cmt) for the migration from previous ITSM versions to 
the latest, as we can migrate all modules data or a reduced set (including 
transformation and cleaning of data), depending on your requirements. In 
general we've been able to move entire data set within a day ensuring a smooth 
migration. Please let me know if you would like to talk about this in more 
detail or have any specific questions.

Regards,
Mohamed

Mohamed Kamruzzaman. Alderstone.com +962776723269 | 
mohamed.kamruzza...@alderstone.com | Skype: mkamruzzaman | LinkedIn: 
Mohamed-Kamruzzaman

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Re: Places to Configure Midtier-Server

[Murnane, Phil]

Hi Sam,


This may help you: https://communities.bmc.com/docs/DOC-7710 .


HTH,

--Phil

Remedy Restore Tool Version 3.8 | BMC 
Communities<https://communities.bmc.com/docs/DOC-7710>
communities.bmc.com
Hi, this is a little side project I have been working on to help automate some 
of the settings and references that are required to be updated after a DB






From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Bächler Samuel (ewz) <samuel.baech...@ewz.ch>
Sent: Wednesday, March 8, 2017 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Places to Configure Midtier-Server

**
Dear All

We made a dump of the ARSystem database from our productive system. Our 
productive system is BMC Remedy 8.1. We restored that dump on our development 
system and installed BMC Remedy 9.1.02 on our development system. Now our 
development system tries to do requests from DEV-SYSTEM-HOST:some-port to 
PROD-MIDTIER-HOST:443. These requests come out of this process:

"C:\Program Files\Java\jre1.8.0_66\bin\java" -Xmx512m -classpath "C:\Program 
Files\BMC Software\AtriumCore\cmdb\plugins\shared;C:\Program Files\BMC 
Software\AtriumCore\cmdb\plugins;C:\Program Files\BMC 
Software\AtriumCore\cmdb\sdk\bin\arpluginsvr91_build001.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\arapi91_build001.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\arutil91_build001.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\log4j-1.2.14.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\cmdbapi91.jar;C:\Program Files\BMC 
Software\AtriumCore\cmdb\plugins\websvcjava91_build001.jar;C:\Program Files\BMC 
Software\AtriumCore\cmdb\plugins\federation\lib\axis.2.1.4_all.jar;C:\Program 
Files\BMC 
Software\AtriumCore\cmdb\plugins\federation\lib\axis2-kernel-1.4.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\cmdbbol91.jar" 
com.bmc.arsys.pluginsvr.ARPluginServerMain -x DEV-SYSTEM-HOST -i "C:\Program 
Files\BMC Software\ARSystem"

The parent process of the above mentioned process is armonitor.exe. I checked 
the form SLM:ConfigPreferences if there is a configuration which points to our 
productive midtier server: What other forms could I check? Are there other 
places that I could check?

Regards
Sam


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

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Re: BMC Engage

[Phil Bautista]

Date:Fri, 10 Feb 2017 01:16:19 +
From:"Lucero, Michelle" <michelle.luc...@bankofamerica.com>
Subject: Re: BMC Engage


Hi Michelle!

Those were the days, huh?  Bull Creek Data did one local User Group each
quarter.  We had fun at Dave & Busters!

Well, with BMC now doing their single day "Exchange" series of local
events, I am interested to see how many of us Remedy folks are interested
in a multi-day event like the good old days.  I have created a survey to
find out what people want to see, liked, hated, where they would want it
held, etc.  I will put the link below and pass (or use) the data to see
what can be done to help get an event on the calendar this year. Mind you,
I am only one person but your input will be a big motivator and would
clearly let people know what you want, don't want, and where you would like
to see it.  Please take a moment to fill out the survey (if you haven't
already) and let's see what data we get (after all DATA is King!).

Here is the link for general input:  https://www.surveymonkey.com/r/268CJK3

Session Content:  https://www.surveymonkey.com/r/LWB99FY

And if you are a company looking to sponsor:
https://www.surveymonkey.com/r/SP8BDPQ

Dan Bloom and Lenny Warren may have already posted these on BMC Communities
(oops, I have said too much already...)
---

Well, whether it was Remedy Corp., Peregrine, or BMC, the one constant  was
Phil Bautista.  I really appreciate all of the time and effort he put in to
coordinate those local events in Houston, Austin and Dallas.

I miss that purple suit. ;)

BMC did put together a “BMC Software Conference(?)” one day conference in
2006 or 2007 in Dallas.  It was like a mini-RUG crammed in one full day.
There were even different sessions one could attend.  It was very
informative and FREE.  Even Doug Mueller was there.
Hopefully, BMC could do something like that again.

Michelle

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Old API header files anyone?

[Phil Bautista]

Hi Misi,

Yes, my Remedy "Museum" is well stocked.  I will be home from Santa Fe
tomorrow and will look to see what I have for you :-)

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Re: Filter Notify Action Dropping Fields

[Murnane, Phil]

Nice clarifications!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, February 3, 2017 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Filter Notify Action Dropping Fields

**
Just to add to this... If you use email addresses as the Login Name then you 
can send to their email address and the system is able to look up the User 
record to find their permissions :)

There is also (or at lease there was) a way to add an alias to the Login Name 
on User form. I wonder if the alias field was added and populated with the 
email address if the system would be able to find the User record by the email 
address? Never tried it, just thought of it now.

Jason

On Fri, Feb 3, 2017 at 10:36 AM, LJ LongWing 
<lj.longw...@gmail.com<mailto:lj.longw...@gmail.com>> wrote:
**
Paul,
There was never a requirement that a field must have public permission to be in 
a notification.  The requirement was instead, that the user receiving the 
notification had permission to the data in the field.  As quite often happened, 
the notification however was not being sent to a userID, but instead to an 
email address, which didn't have permission to anything in the system, so, 
Remedy didn't have permission to divulge the information to that 
address.the common workaround to that situation was to grant the field 
public permission, thus allowing anyone to access the information, thus opening 
Remedy's permission model to allow the information to go to an unknown 
user.the alternative to that workaround was to send notifications to user 
id's instead of emails, and thus allow the remedy to verify permission needed, 
and send the email appropriately.

On Fri, Feb 3, 2017 at 11:03 AM, Murnane, Phil 
<phil.murn...@windward.com<mailto:phil.murn...@windward.com>> wrote:
**
Not sure it’s applicable, but there used to be a requirement that any field 
included in an email notification had to have Public read permissions.  Not 
likely to be the problem, but it couldn’t hurt to check.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jayesh 
Panchal
Sent: Friday, February 3, 2017 12:09 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Filter Notify Action Dropping Fields

**
Hi,

Did you check if your custom AL looked up and set those two field before it 
notifies?

Regards,
Jayesh

Sent from my Windows 10 phone

From: Wallace, Kelvin<mailto:kelvin.wall...@freshfromflorida.com>
Sent: 03 February 2017 08:20 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Filter Notify Action Dropping Fields

**
We run Remedy as totally customized on Solaris and Oracle.  For about the last 
10 years, there is a filter associated with our Help Desk form that performs a 
notify to our maintenance contract vendor, via email, to repair our faulty 
equipment.  In the text of the Notify action, I basically have 3 fields:  1) 
$Requester Data$ – which is a concatenation of Name, Phone, Address, City, Zip, 
etc. of the requester, 2) $Equipment Data$ - which is a concatenation of Asset 
Tag, Serial Number, Description, Model, Purchase Date, etc. and 3) the Short 
Description of the problem.  The $Requester Data$ and $Equipment Data$ fields 
are populated by an AL when the lookup occurs for the requester and for the 
equipment.

Last month, we upgraded from 7.6.4 to 8.1.2.  Even though $Requester Data$ and 
$Equipment Data$ are listed in the text of the notify, they show up blank in 
the email.
What the notify used to look like (and what it should be now):

 John Smith
 407-555-8776<tel:(407)%20555-8776>
  South Orange Blossom Trail
 Orlando District Office & Work Center
 Orlando -- 32809-7999

 Asset Tag = 00096944
 Serial = 1F4J3XX
 PC Dell Notebook Quad Core 2.5 GHz
 Model Number = HD7RD
 Model Description = Latitude E6430
 Purchase Date = 5/7/2013
 Maint Code = C

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863

What it looks like now:

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863


In subsequent testing, I can create the same information if I list the fields 
individually – with the exception of the Purchase Date.  This field comes from 
another field of the type Timestamp, where I have set the field as 
DATE($Purchase Date) to strip off the time of day.  It seems that concatenating 
or running a Function to create a value in a field causes the Notify to ignore 
that field when it generates the email message.  Can anyone shed some light on 
this issue?

Thanks,


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Se

Re: Filter Notify Action Dropping Fields

[Murnane, Phil]

Not sure it’s applicable, but there used to be a requirement that any field 
included in an email notification had to have Public read permissions.  Not 
likely to be the problem, but it couldn’t hurt to check.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jayesh Panchal
Sent: Friday, February 3, 2017 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Filter Notify Action Dropping Fields

**
Hi,

Did you check if your custom AL looked up and set those two field before it 
notifies?

Regards,
Jayesh

Sent from my Windows 10 phone

From: Wallace, Kelvin
Sent: 03 February 2017 08:20 PM
To: arslist@ARSLIST.ORG
Subject: Filter Notify Action Dropping Fields

**
We run Remedy as totally customized on Solaris and Oracle.  For about the last 
10 years, there is a filter associated with our Help Desk form that performs a 
notify to our maintenance contract vendor, via email, to repair our faulty 
equipment.  In the text of the Notify action, I basically have 3 fields:  1) 
$Requester Data$ – which is a concatenation of Name, Phone, Address, City, Zip, 
etc. of the requester, 2) $Equipment Data$ - which is a concatenation of Asset 
Tag, Serial Number, Description, Model, Purchase Date, etc. and 3) the Short 
Description of the problem.  The $Requester Data$ and $Equipment Data$ fields 
are populated by an AL when the lookup occurs for the requester and for the 
equipment.

Last month, we upgraded from 7.6.4 to 8.1.2.  Even though $Requester Data$ and 
$Equipment Data$ are listed in the text of the notify, they show up blank in 
the email.
What the notify used to look like (and what it should be now):

 John Smith
 407-555-8776
  South Orange Blossom Trail
 Orlando District Office & Work Center
 Orlando -- 32809-7999

 Asset Tag = 00096944
 Serial = 1F4J3XX
 PC Dell Notebook Quad Core 2.5 GHz
 Model Number = HD7RD
 Model Description = Latitude E6430
 Purchase Date = 5/7/2013
 Maint Code = C

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863

What it looks like now:

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863


In subsequent testing, I can create the same information if I list the fields 
individually – with the exception of the Purchase Date.  This field comes from 
another field of the type Timestamp, where I have set the field as 
DATE($Purchase Date) to strip off the time of day.  It seems that concatenating 
or running a Function to create a value in a field causes the Notify to ignore 
that field when it generates the email message.  Can anyone shed some light on 
this issue?

Thanks,


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services

(850) 245-1067 - Office
(850) 245-1075 - Fax
kelvin.wall...@freshfromflorida.com

The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL  32399-0800

www.FreshFromFlorida.com

Please note that Florida has a broad public records law (Chapter 119, Florida 
Statutes). Most written communications to or from state employees are public 
records obtainable by the public upon request. E-mails sent to me at this 
e-mail address may be considered public and will only be withheld from 
disclosure if deemed confidential pursuant to the laws of the State of Florida.

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

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Slow CMDB Recon Query

[Murnane, Phil]

Hello ARSListers,


I have a customer with a 7.6.04 CMDB reconciliation job that is generating a 
poor-performing SQL query (roughly 1,000 ms to process).  I can't find any 
filters that generate the query, so I'm guessing it's resulting from a plug-in. 
 There's not much to do about how the plug-in generates its queries unless some 
of the WHERE clause parameters are stored as data.  Does anyone have any 
insight into whether the ReconciliationIdentity phrase of the WHERE clause 
below is stored as data somewhere, and if so then where?  I'd sure like to 
replace that ...!= '0' comparison to avoid a full table scan.


Here's the raw query right out of the log:


317978 SQL 0001446061 List 390696 Remedy Application Service Thu Feb 02 2017 
08:19:04.3394 SELECT * FROM ( SELECT T505.C1,C400129200,C179,C400127400 FROM 
T505 WHERE ((1 = 1) AND (T505.C400129200 != '0') AND (T505.C400079600 = 
'BMC.CORE:BMC_HOSTEDSYSTEMCOMPONENTS') AND ((T505.C530041601 = 30) OR 
(T505.C530041601 = 60) OR (T505.C530041601 = 50)) AND (T505.C400127400 = 
'BMC.ADDM') AND (T505.C530060100 = 40) AND (T505.C400079600 = 
'BMC.CORE:BMC_HOSTEDSYSTEMCOMPONENTS')) ORDER BY C400129200 ASC, 1 ASC ) WHERE 
ROWNUM <= 11
319025 SQL 0001446061 List 390696 Remedy Application Service Thu Feb 02 2017 
08:20:26.6110 OK


...and here's a friendly version:

SELECT BMC.CORE:BMC_Component.RequestId, ReconciliationIdentity, InstanceId, 
DatasetId
 FROM BMC.CORE:BMC_Component
 WHERE
  (
  (1 = 1) AND
  (BMC.CORE:BMC_Component.ReconciliationIdentity != '0') AND
  (BMC.CORE:BMC_Component.ClassId = 'BMC.CORE:BMC_HOSTEDSYSTEMCOMPONENTS') AND
  (
   (BMC.CORE:BMC_Component.NormalizationStatus = 30)
   OR (BMC.CORE:BMC_Component.NormalizationStatus = 60)
   OR (BMC.CORE:BMC_Component.NormalizationStatus = 50)
  ) AND
  (BMC.CORE:BMC_Component.DatasetId = 'BMC.ADDM') AND
  (BMC.CORE:BMC_Component.ReconciliationMergeStatus = 40) AND
  (BMC.CORE:BMC_Component.ClassId = 'BMC.CORE:BMC_HOSTEDSYSTEMCOMPONENTS')
  )
 ORDER BY ReconciliationIdentity ASC, 1 ASC


Thanks for any thoughts,

--Phil

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Re: Splunk

[Murnane, Phil]

Hi Randy,


Splunk can also be very nice for correlating anomalies.  We've had customers 
e.g. explain why their mid-tiers are running slowly by correlating heavy load 
on the virtual compute hardware that was not observable in the mid-tier virtual 
server OS, much less tomcat.  As Rick mentioned, it's all about what outcome 
you're trying to produce.  Fault detection isn't really Splunk's forte, but it 
could do the job.

HTH,

--Phil


From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of LJ LongWing <lj.longw...@gmail.com>
Sent: Friday, January 27, 2017 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Splunk

**
Randy,
When I was working at a company that had Splunk I was able to use it to monitor 
all of my important log files (of course), but also wrote some tools that 
generated specific data from Remedy such as transaction volumes and such and 
displayed all of that information in charts in SplunkI had logs for 
concurrent users both in Remedy and Mid-Tier, response times between various 
components of the environments, used it to alert when interfaces went 
down...all sorts of stuff.  Nothing that couldn't be done in other tools, but 
it was the first tool I did that stuff in and I really enjoyed the interfaces 
and the query capabilities...I liked it.

On Fri, Jan 27, 2017 at 10:02 AM, Mckinnish, Randy 
<randy.mckinn...@compass-usa.com<mailto:randy.mckinn...@compass-usa.com>> wrote:
**
Hey Listers,
Anyone using Splunk for monitoring mid tiers or your AR Servers? If so what are 
your thoughts on any value that it adds? Our shop uses several tools already in 
place and we now have Splunk for some of the other applications. Just wondering 
if it's a better option and wanted to see what others think.

Thanks

RandyMckinnish | senior remedy developer | compass group, nad | o: 
704.328.1970<tel:(704)%20328-1970>






This email is subject to certain disclaimers, which may be reviewed via the 
following link. http://www.compass-usa.com/disclaimer
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Re: SERVER keyword in Filters

[Murnane, Phil]

Hi Fred,


The excellent ARInside utility will make it very easy for you to find the 
existing workflow.  Run it against your server to produce the output files, 
then use any text search tool (e.g. grep, Windows Explorer) to find files named 
index.htm containing the text string "$SERVER$".


FWIW,

--Phil



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Grooms, Frederick W <frederick.w.gro...@xo.com>
Sent: Monday, January 23, 2017 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: SERVER keyword in Filters

That is exactly what I am having to do (It is just not fun trying to find and 
change all the workflow that uses $SERVER$).

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Saturday, January 21, 2017 3:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: SERVER keyword in Filters

Hi,

Doing a LEFT requires filter actions. In this case it should work to use 
something like this in the Run If of the filter:
$SERVER$ LIKE "%devars01%"

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

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

January 20, 2017 8:03 PM, "Murnane, Phil"  wrote:
> Hi Fred,
>
> We've run into this issue in the past, and always got around it by appending 
> a period to $SERVER$
> and then taking the LEFT() # of characters up to the first period. If you 
> need the alias, just use
> what's returned. If you need the FQDN, then append the domain to what's 
> returned.
>
> HTH
> --Phil
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of
> Grooms, Frederick W
> Sent: Friday, January 20, 2017 11:49 AM
> To: arslist@ARSLIST.ORG
> Subject: SERVER keyword in Filters
>
> We are in the process of moving our servers to new hardware.
>
> Old OS is Red Hat Enterprise Linux Server release 5.11 (Linux 
> 2.6.18-400.1.1.el5)
> New OS is Red Hat Enterprise Linux Server release 7.2 (Linux 
> 3.10.0-327.36.1.el7.x86_64)
>
> We have the same version of ARS (8.1.02 201408260235) on each server (Once we 
> are on the new
> hardware we can upgrade). Both servers are pointing to the same database.
>
> On the old hardware the $SERVER$ keyword in filters is reporting the short 
> name (i.e. devars01).
> On the new hardware it is reporting the FQDN (i.e. devars01.myxyz.com).
>
> The environment variables and ar.conf are all the same between the servers.
> Does anyone know what setting I can change to make it report back with the 
> short name?
>
> Fred
>

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Re: SERVER keyword in Filters

[Murnane, Phil]

Hi Fred,

We've run into this issue in the past, and always got around it by appending a 
period to $SERVER$ and then taking the LEFT() # of characters up to the first 
period.  If you need the alias, just use what's returned.  If you need the 
FQDN, then append the domain to what's returned.

HTH
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, January 20, 2017 11:49 AM
To: arslist@ARSLIST.ORG
Subject: SERVER keyword in Filters

We are in the process of moving our servers to new hardware.   

Old OS is   Red Hat Enterprise Linux Server release 5.11(Linux 
2.6.18-400.1.1.el5)   
New OS is  Red Hat Enterprise Linux Server release 7.2  (Linux 
3.10.0-327.36.1.el7.x86_64)   

We have the same version of ARS (8.1.02 201408260235) on each server (Once we 
are on the new hardware we can upgrade).  Both servers are pointing to the same 
database.   

On the old hardware the $SERVER$ keyword in filters is reporting the short name 
(i.e. devars01).
On the new hardware it is reporting the FQDN (i.e. devars01.myxyz.com).   

The environment variables and ar.conf are all the same between the servers.   
Does anyone know what setting I can change to make it report back with the 
short name?   

Fred 

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Re: Pat Zandi

[Murnane, Phil]

Thanks, Warren for letting us know.


I'll miss Pat's unique voice and personal touch in his posts.


 [☹]


--Phil



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Warren R. Baltimore II <warrenbaltim...@gmail.com>
Sent: Thursday, January 12, 2017 6:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Pat Zandi

**
HAHA!  I had thought about going back in the archives to find something  
That's a good one!

On Wed, Jan 11, 2017 at 4:39 PM, Doug Blair 
<d...@dougblair.com<mailto:d...@dougblair.com>> wrote:
**
Warren et al,

This is so sad to hear. I had not noticed his absence until now, but WOW we 
have missed Zandi a lot!  A conversation or post thread with Zandification was 
always full or surprises, diversions, stories and packed full of knowledge. or 
at least some oblique references to knowing a lot more than the rest of us.  So 
I went back about (s!) 11 years to find this thread, the subject of which 
is “BMC SupportWeb is garbage!,” to find some typical Zandification:

(Ed: from Patrick Zandi)

**
Sometimes, Like me.. you have to have the support folks fix this personally..
I just gave them my userid and password Shh
and said SEE I am not Crazy..

I was then reminded of the quote from the Bible..
Rev 8:1 And when he had opened the seventh seal, there was silence in heaven 
about the space of half an hour

Then the tech came back and said.. "this is going to take a while"
a day later.. Voila.. it worked..

Always something illuminating, often amusing, always a treasure….


On Jan 11, 2017, at 1:30 PM, Warren R. Baltimore II 
<warrenbaltim...@gmail.com<mailto:warrenbaltim...@gmail.com>> wrote:

**
Folks,

I wanted to take a few moments and let those of you who are following the list 
know that Pat Zandi passed away on Monday.

Pat had been battling cancer for the last year.  He came to work for Dev 
Technology about a year or so before I did after he retired from the Air Force. 
 He was a great team mate, and a good guy.  He will be missed.

His obituary can be found here:  
http://www.colonialfuneralhome.com/home/index.cfm/obituaries/view/fh_id/11079/id/4062535

Warren

--
Warren R. Baltimore II
Remedy Developer
410-533-5367<tel:(410)%20533-5367>
_ARSlist: "Where the Answers Are" and have been for 20 years_

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



--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Quotes in a set field

[Murnane, Phil]

Mark,

I remember doing something like this using the Log filter action and logging to 
a file on the server.  Maybe you can read up on that to see if it helps.

Good Luck,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, December 21, 2016 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Quotes in a set field

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

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

{
"MultiRequest":  {
"data":  [

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

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

Thanks
Mark

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

**
Hi,

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

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

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


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

Hi All

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

“host:” server1

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

ARS 7.6

Thanks

Mark

Mark Brittain | Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

[Navisite]
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Re: ITSM 7.6 Email From

[Murnane, Phil]

Mark:

IIRC, if an email address is set into the From: field on the AR System Email 
Messages form, then the system will leave it unchanged.  If this is still true 
(it's been a few years since I had this same requirement), then all you need is 
some filters on form to set the field based on your use cases.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Brittain, Mark [mbritt...@navisite.com]
Sent: Wednesday, August 20, 2014 10:44
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6 Email From

**
Hi All,

Is there a way to configure multiple FROM addresses? I have the requirement to 
use different FROM addresses depending on the customer and the situation. As 
far as I can tell there are two filters used by the Notification Engine to send 
outgoing emails. This seems to leave me with the option of only having one FROM 
address configured either in the filter or defaulting to the mailbox. I am 
hoping that I can configure the FROM as custom or default depending on the 
customer and/or situation.

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. – A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[cid:image001.gif@01CFBC62.C719FDE0]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
copyright belonging to Time Warner Cable. This E-mail is intended solely for 
the use of the individual or entity to which it is addressed. If you are not 
the intended recipient of this E-mail, you are hereby notified that any 
dissemination, distribution, copying, or action taken in relation to the 
contents of and attachments to this E-mail is strictly prohibited and may be 
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immediately and permanently delete the original and any copy of this E-mail and 
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Re: MSSQL server name / Instance name issue

[Murnane, Phil]

Patrick:

Years ago (maybe ARS 4.x?) I encountered a problem where the application server 
wouldn't connect to a database instance if the name was longer than 12 
characters.  Maybe try creating an alias in the LMHOSTS file?

FWIW,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of patrick zandi [remedy...@gmail.com]
Sent: Tuesday, August 05, 2014 08:38
To: arslist@ARSLIST.ORG
Subject: QQ: MSSQL server name / Instance name issue

**
I am sure I am just missing the obvious today..

Win: 2012 - connecting to an instance of the 2012 sql server
Servername ::  NAME-W12-SQL-1\REMEDY,1435(mssql connection settings)
Instance name :: remedy
SA password it says::

 *   The instance name REMEDY is not valid for the host NAME-w12-sql-1 /​ port 
1435
 *  Detected the SQLServer instance NAME-W12-SQL-1\​ REMEDY for the host 
dtg-w12-sql-1 /​ port 1435

So I put in the following::


hostname NAME-W12-SQL-1\REMEDY
Instance name : remedy
System installer says:

 *   he installer is unable to resolve NAME-w12-sql-1\​REMEDY into an IP 
address.Clients cannot communicate to the Server unless they can resolve into 
an IP address

If I put in the IP address \ REMEDY is says same thing.


I know it is something silly, it must be the fly on my nose (too close).










if I put in NAME-W12-SQL-1  (it says it should be the above)

do I need to create some sort of Alias? like in the /etc/hosts?
or registry? for it to get accepted.




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

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Re: How to execute AI jobs from workflow

[Murnane, Phil]

Rick:

It sounds like the server would have to perform a SQL SELECT (via the AR System 
API, of course) in order to evaluate the criteria you have, then based on the 
result set would perform your INSERT.  Try using the documented, but not 
obvious, always push no matter what configuration for the Push Fields Action.

I just found this in the AR System .PDF:

Note
Using a qualification causes the Push Fields action to run a query to obtain 
the list of matching requests, so make sure to optimize the Push Fields 
qualification for best system performance. See Creating efficient 
qualifications.

To create a Push Fields action that does not search for existing records but 
instead always creates a request, do not enter a qualification. Instead, select 
the following values:
   In the If No Requests Match field, select Create a New Request.
   In the If Any Requests Match field, select Take No Action.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Rick Cook [remedyr...@gmail.com]
Sent: Wednesday, July 23, 2014 18:23
To: arslist@ARSLIST.ORG
Subject: Re: How to execute AI jobs from workflow

**
Create New.  However, I wonder if the Run If qualification ($Name$ = 'Name') 
AND ('Type' = $Type$) would be considered that?

Rick


On Wed, Jul 23, 2014 at 3:08 PM, Grooms, Frederick W 
frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote:
Offhand question … Did your Push fields try to do a search or just create new?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, July 23, 2014 5:01 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: How to execute AI jobs from workflow

**
I know that Event driven AI jobs are possible, because the documentation says 
so.  And in spite of that, the system architecture does seem to allow them.

However, I am finding it elusive to actually do.  I have a Transformation that 
I can run successfully manually.  I put that into a Job that I can also run 
manually, and can schedule to run.
I can also execute the job by creating a record manually in the UDM:Execution 
form.  The final step would be to have some other AR System action create that 
record.  It would stand to reason that any action against any form that could 
execute a piece of workflow could create the record there.

So I created a custom DO form, copied the fields from the UDM:Execution on it, 
and added a button imaginatively entitled Push to Run which runs a Push 
Fields to the UDM:Execution form.  Push the button, and I get an error message:

ARERR [8753] Error in plugin : Get List Entry With Fields not supported on 
form UDM:Execution.

Thing is, no GLEWF even shows up in the API log for the transaction.  So, I'm 
kinda stuck for what to try next.  I suppose I could create a batch file with 
the command line argument in it, but that's not as user-friendly as the form 
solution.  And I suspect I would get the same error anyway.
Any ideas?

Rick



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Re: Data in server-side table fields is read-only.

[Murnane, Phil]

Here are some observations on server-side table fields (SSTFs) that may help 
you understand how to use them.

Speaking in general terms, there are comparatively few use cases where 
developers need to use SSTFs.  Many of the use cases that are satisfied by 
using SSTFs can also be satisfied using other techniques such as Push Fields or 
Direct SQL.  So if you have no immediate plan to use an SSTF, then don't worry 
about the comment in the documentation.

Specifically about the documentation's comment, as I understand it the intent 
is to state that if an SSTF has a row, and a developer modifies the contents of 
that row, then the modification is not reflected in the foreign table which is 
the source of data for the row.  If a developer's intent is to update the data 
in the foreign table, then it will be necessary to use workflow to update the 
data and then optionally refresh the table field to reflect the update.

Many of the experienced developers here on ARSList have built solutions using 
SSTFs, so my advice would be to wait until you have a requirement that may be 
satisfied by using an SSTF and then ask your questions.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Sweety [sweetykhann...@gmail.com]
Sent: Monday, May 19, 2014 18:04
To: arslist@ARSLIST.ORG
Subject: Re: Data in server-side table fields is read-only.

I have not said that I want to create a table field at all. It says data is 
read only. Why I cannot update the data in server side table? I do not 
understant the statement Data in server-side table fields is read-only. Make 
me understand it please.

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Re: Data in server-side table fields is read-only.

[Carlyle, Phil]

Sweety
Are you using Chrome or IE as your browser?
I find the site to only support Chrome.
Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety
Sent: Monday, May 19, 2014 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data in server-side table fields is read-only.

I have not said that I want to create a table field at all. It says data is 
read only. Why I cannot update the data in server side table? I do not 
understant the statement Data in server-side table fields is read-only. Make 
me understand it please.

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Re: Scenario based query

[Murnane, Phil]

Shashi:

Your task can be done with two filters, the first on the profile form and the 
second on the approvers form.

The first filter (on the profile form) fires when profile.Status changes to 
offline and does a push fields to approver.zTemp1 with the ID to be removed and 
to approver.zTemp2 with the ID to replace the removed ID.  The filter is set to 
modify all approver records where approver.ApproverList contains ;[the ID to 
be removed]; -- this filter accomplishes your desired loop-like function.

The second filter (on the approver form) runs on Modify when zTemp1 and zTemp2 
are not NULL and uses the REPLACE function to change ;[the ID to be removed]; 
to ;[the ID to replace with];.

This solution assumes that zTemp1 and zTemp2 are not used in any other filter 
processing on the approver form.  It also assumes that the ApproverList always 
has leading and trailing semicolons.

HTH,
--Phil




From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of shashidhar M S [shashi.catch...@gmail.com]
Sent: Monday, April 14, 2014 02:42
To: arslist@ARSLIST.ORG
Subject: Scenario based query

Dear Experts,

Seeking your valuable assistance on the below scenario.

There is a customized approval form where a character field holds the Approvers 
Id (Remedy Login Ids). If there are multiple approvers, the Ids are separated 
by a semi colon (;) . Now the expectation is, when a people profile is set to 
Offline, If that user is an approver in the customized approval form, His ID 
has to be replaced by his managers ID (From the people form).

Since there might be many records present on the approval form for an user ID 
which is going to be offline, I am stuck up here. Can someone help me with an 
approach to handle this please?

I tried using the below

#. Created two temp fields on People form ZTemp1 , zTemp2

#. On setting the profile offlne, used a set field action to set the contents 
of the approver ID field on Approval form to the zTemp1 on people form.

#. Used another set field to zTemp2 with Replace function - 
REPLACE($zTemp1$,$Remedy Login ID$,$Manager ID$). which finds the Current ID 
and replaces the same with manager ID.

#. A push field from zTemp2 to the Approver ID field on Approval form.

This worked for the first record on the list, But I am confused on how to 
traverse the next set of entries to perform the same operation. I am afraid to 
use a table loop.

Thanks in Advance!!

Regards,
Shashi

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Re: ITSM on a Laptop Question

[Murnane, Phil]

Theo:

Good observation on your part to mention the SSD lifespan.  I can personally 
attest to ITSM causing the DB to burn through the maximum number of write 
operations for an SSD in a few months of light usage.  I'm on my second pair of 
SSDs in a RAID 0 config.  Once my laptop is upgraded to 16GB RAM, then the 
config will probably change to a pair of 7200 RPM spinning disks in RAID 0, 
because I won't have so much swap I/O on the host or guests.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Theo Fondse (Gmail) [theo.fon...@gmail.com]
Sent: Wednesday, April 09, 2014 04:23
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

Hi James,

This is possible indeed. I have done this many times in the past for my
previous company (another BMC Partner) in order to do development and demo's
on ITSM etc.
The catch here is that you are guaranteed to have BAD performance of an ITSM
VM if you only have 8GB RAM or less.
If you use a laptop with 16GB RAM, i7 CPU and a fast set of disks, you are
ok.
I would also recommend for ITSM VM's to run a single VM due to the extra RAM
you are wasting to run the second VM OS.
I am currently using a two-VM set with CentOS 5.10, Oracle 11g, ARS 7.1.0 on
my laptop for RD.  (Yes, we're still on 7.1 here, but that is a different
long story. We are also busy with an upgrade project at the moment)
There's 12Gb RAM allocated to these two VM's in total (10 for DB and 2 for
AR) and it performs well until I start 2 or 3 copies each of Admin tool and
User Tool alongside Toad, Excel, Outlook and Notepad++ as the host machine
goes over 15GB RAM and starts to swap heavily.
(Unfortunately, my two internal HDD's are spinning @5400RPM. I'd recommend
having =2 disks @7200RPM in RAID config for best
performance/cost/reliability ratio.
SSD's will be best for performance, but come at a crazy cost and seldom
lasts for long if pounded with lots of writes, like what Remedy does to the
DB)

Maximum RAM availability and disk performance is the key here to have
something that is not going to buckle under the slightest of duress.

Best Regards,
Theo

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, Phil
Sent: 08 April 2014 20:22
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

James:

This portable server would run using a demo license from BMC, and would
primarily serve as a reference instance.  My company is a BMC partner, so
BMC would give us a demo license to support their end customer.

BMC used to produce VM images for sales partners to use to demonstrate the
product to potential customers, but I haven't seen one of them in a few
years.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
On Behalf Of James Smith [bmcremedyarslis...@gmail.com]
Sent: Tuesday, April 08, 2014 11:38
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

Is there a way to create an VM Image for remedy and use it commercially for
trainings or leaning on multiple systems?

How can you install ITSM on laptop? Don't you need a license from BMC?


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Re: ITSM on a Laptop Question

[Murnane, Phil]

James:

This portable server would run using a demo license from BMC, and would 
primarily serve as a reference instance.  My company is a BMC partner, so BMC 
would give us a demo license to support their end customer.

BMC used to produce VM images for sales partners to use to demonstrate the 
product to potential customers, but I haven't seen one of them in a few years.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of James Smith [bmcremedyarslis...@gmail.com]
Sent: Tuesday, April 08, 2014 11:38
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

Is there a way to create an VM Image for remedy and use it commercially for 
trainings or leaning on multiple systems?

How can you install ITSM on laptop? Don't you need a license from BMC?

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ITSM on a Laptop Question

[Murnane, Phil]

Quick question for those familiar with the ITSM 8.x suite...

I'm looking to install an instance on my laptop with CMDB, AM, CM, IM, KM, PM, 
SLM, SRM, and Analytics, and am wondering whether I should build it on a single 
VM or split it into two.  I have 8GB of memory w/ an SSD RAID and good CPU, and 
have been debating whether avoiding the overhead of a second OS outweighs the 
bottleneck of having everything on one OS.

Thoughts?
--Phil

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Re: ITSM on a Laptop Question

[Murnane, Phil]

Thanks Tauf and Patrick -- since the consensus is that RAM will be the most 
limiting resource, I'll try for the single OS build as a first choice.

I do have a request in to my company for more RAM, but until it's available 
this'll have to do.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Zandi [remedy...@gmail.com]
Sent: Saturday, April 05, 2014 09:48
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

**
More ram

Sent from my iPhone

On Apr 4, 2014, at 1:35 PM, Murnane, Phil 
pmurn...@windwardits.commailto:pmurn...@windwardits.com wrote:

**
Quick question for those familiar with the ITSM 8.x suite...

I'm looking to install an instance on my laptop with CMDB, AM, CM, IM, KM, PM, 
SLM, SRM, and Analytics, and am wondering whether I should build it on a single 
VM or split it into two.  I have 8GB of memory w/ an SSD RAID and good CPU, and 
have been debating whether avoiding the overhead of a second OS outweighs the 
bottleneck of having everything on one OS.

Thoughts?
--Phil
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Re: List Tickets That Have Been Reopened

[Murnane, Phil]

Hi Frank,

I don't remember the form name off the top of my head, but if you're talking 
ITSM then I'm pretty sure there's a Push Fields filter on the HPD:Help Desk 
form that fires whenever the Status field value changes and pushes a new record 
into another form with some audit details.  You should be able to query this 
audit-like form for records where any give INC# has more than one Status field 
change to Resolved or Closed.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Frank Caruso [caruso.fr...@gmail.com]
Sent: Friday, January 10, 2014 09:51
To: arslist@ARSLIST.ORG
Subject: List Tickets That Have Been Reopened

ITSM 764 sp2

Is there way to query for Incidents that have been reopened? I can get the list 
of Incidents that have been reopened and are currently still unresolved but 
need to be able to get all tickets, regardless of current status, that have 
been reopened.

Thank you

Frank Caruso

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Re: ITSM on Mobile

[Murnane, Phil]

James:

Most hand-helds have RDP client apps available that can be used to remote 
control a PC that accesses ITSM.  These apps have varying degrees of 
friendliness and are generally not recommended, but you might want to check 
it out.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Roger Justice [rjust2...@aol.com]
Sent: Wednesday, January 08, 2014 14:55
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on Mobile

** MyIT can do the create, there is also a Rules Based Engine included with 8.1 
to parse incoming emails to create a new Incident and add work info entries to 
an existinf Incident.


-Original Message-
From: James Smith bmcremedyarslis...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Jan 8, 2014 2:53 pm
Subject: Re: ITSM on Mobile


Yaa I know that but how about creating/updating requests ?

They are on 7.6.03 and planning to upgrade to 8.1 soon.

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Re: Looking to modify some items on the 7.6.4 home page and looking for info (and happy Halloween, if your into that)

[Murnane, Phil]

Howard:

A Halloween sentiment: getting old and rusty is better than the alternative. :)

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Richter, Howard (CEI - Atlanta) [howard.rich...@coxinc.com]
Sent: Thursday, October 31, 2013 10:09
To: arslist@ARSLIST.ORG
Subject: Re: Looking to modify some items on the 7.6.4 home page and looking 
for info (and happy Halloween, if your into that)

**
Jason,

Thanks, HPD:HCB:WinLoad_100_RefreshKPIwithCompany was the one I needed to find.

Just getting old and rusty.

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Thursday, October 31, 2013 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] Looking to modify some items on the 7.6.4 home page and 
looking for info (and happy Halloween, if your into that)

**
Howard,
All of those panels are just basic Remedy forms, most with flashboards or 
tables on them. Under quick links, select Home Page Descriptor Configuration 
and search for the panel. Copy the form name from the Form* field and then open 
Developer Studio.

Expand your server on the left, right-click Working Lists, and select New View 
By Form List
Give it a name, click add, and paste the form name in the name box.
Select the form, click ok, and click Ok to save the working list
A panel will open that lists the form, menu's, and workflow related to it.  
(Most of these panels don't have a lot of code.)

If you click the little blue starlike square in the upper right of the panel, 
you can view the objects by type. This is helpful for viewing all the active 
links by execute on action or sort order.

In this case, it sounds like you're looking for active link 
HPD:HCB:WinLoad_100_RefreshKPIwithCompany which calls active link guide 
HPD:HCB:RefreshBacklogKPI that runs the following active links to generate a 
dynamic flashboard qualification.
HPD:HCB:Company_100_RefreshKPI_SetMeter
HPD:HCB:Company_110_RefreshKPI_SetMeterGlobal
HPD:HCB:Company_120_RefreshKPI_Backlog

Thank you
Jason L Bess, MCSE/RSP/ITILv3
BMC Remedy ITSM Consultant
From: Richter, Howard (CEI - Atlanta) 
howard.rich...@coxinc.commailto:howard.rich...@coxinc.com
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Thursday, October 31, 2013 8:54 AM
Subject: Looking to modify some items on the 7.6.4 home page and looking for 
info (and happy Halloween, if your into that)

**
Happy Halloween All,

OK, I know this is a newbie question, but I was playing around with the 7.6.4 
home page (or landing page) and wanted to modify the “Backlog of Incidents – 
Real Time” to add in filtering in the groups that a user is member of.

What I know so far is that its using flashboards, the Flashboard and variable 
is HPD:INC:KPI_Backlog. I am just missing what is calling the filtering. In the 
OOB one by company.

Since I have not done some real coding for a few years, I was looking for a 
start place on this play project.

As always thanks,

hbr

[cid:image001.gif@01CED621.38288ED0]http://www.coxenterprises.com/
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745

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Re: A little bit early for Halloween or a little late for Friday the 13th

[PHIL BAUTISTA]

If you are running a server group in DEV (great but not common in my 
experience), and you want to synch server cache across all the servers in 
the group then you would want to run the arsignal command:
 arsignal (arsignal.exe)  Description  The arsignal utility forces an 
AR System server to load or reload  

  

  information. The process can be run on any machine. 

  Synopsis  arsignal {-c|-g|-l|-a} server_name[:port][sigArgument]  

  

  The server name identifies the server that is to reload information. If a 
TCP port is to be specified as well (needed if the server does not register 
with AR System Portmapper), it is appended to the server name, separated by 
a 

colon. The string   

   

sigArgument is applicable when using the -a option.  

  


 From: pascale.sterr...@daimler.com
Sent: Friday, September 20, 2013 2:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: A little bit early for Halloween or a little late for Friday 
the 13th

One is a WUT issue, the other on the Mid Tier.
The deleted AL that kept showing up was on the WUT only. That one all by 
itself is fixed. The Deleted AL is not longer showing up in the logs. 
With absolutely nothing being done on our side.
(I can hear the twilight zone music playing in the background)

The other AL, beind disabled but still triggering, is for both WUT and Mid 

Tier apps. So that one, may be a load balancing issue. We will look into 
that one.

dave.shell...@te.com 
Sent by: arslist@ARSLIST.ORG
09/20/2013 12:18 PM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc

Subject
Re: A little bit early for Halloween or a little late for Friday the 13th

Pascale,

You said this was the Windows User Tool? If so were all windows for that 
form closed before loading the form again? 

I've gotten bite once or twice by forgetting I had the form open in 
another window in the WUT. 

Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com
Sent: Friday, September 20, 2013 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: A little bit early for Halloween or a little late for Friday 
the 13th

Hi Joe,

That is Dev and it is a simple set field, which I know exactly where and 
what to look for at the DB level. I just don't want to go there at this 
point. 

I am trying to find out (if possible) what happened (and why). If there 
is a step we missed on the cleaning/flushing, bitting the head of the 
chicken, spinning on our heads, incantations, etc. If anyone else 
encountered something similar. There is obviously something corrupted.

jdso...@shyle.net
Sent by: arslist@ARSLIST.ORG
09/20/2013 11:29 AM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc

Subject
Re: A little bit early for Halloween or a little late for Friday the 13th

What environment are you facing that on? Dev? Test/QA/Staging? Prod?

Even if it is production, since its only an active link - less of an 
impact
as opposed to a filter, delete the offending AL, re-cache the Mid-Tier and
see if it still shows up or fires..

Take a backup of the AL before deleting.

If it still fires post deleting, then I may have a few suggestions to look
up in the data tables where data related to active links is stored.. I'd
need to know what actions are in it to be able to guide you to what you
should be looking for.

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com
Sent: Friday, September 20, 2013 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: A little bit early for Halloween or a little late for Friday
the 13th

This is a copy/paste of the name.
And this is a new application that only exists only on a dev server. 
nowhere else.
I wish it would have been that simple
Thank you,

Pascale Sterrett

Kenavo ar wech all

jdso...@shyle.net 
Sent by: arslist@ARSLIST.ORG
09/20/2013 10:47 AM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc

Subject
Re: A little bit early for Halloween or a little late for Friday the 13th

Or you man *think* it's the same active link because it almost looks 
similar
to a human eye. Did you look at your AL log by looking for the AL name by
doing a find by the exact name? There must be a sort of a duplicate with a
similar name that you are seeing in your logs that is firing?

Or maybe you are disabling it in one environment and testing results in
another?

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of pascale.sterr...@daimler.com
Sent: Friday, September 20, 2013 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: A little bit early for Halloween or a little late for Friday
the 13th

That was one of our first step. And did not change anything.

taufc...@gmail.com 
Sent by: arslist@ARSLIST.ORG
09/20/2013 08:48 AM
Please 

Addtional Friday Humor - Consultants

[PHIL BAUTISTA]

So...I can't take credit for this (thanks to ARnold Noche for the URL), and 
it has some offensive language in it.  But if you ever:

1) Wanted to be a consultant
2) Have been a consultant
3) Have hired a consultant
4) Have fired a consultant
5) Have been a consultant and wish you had a cushy full time job at a large 
corporation
6) Are looking for some additonal humor on a Friday
7) Are looking forward to attending my presentation at WWRUG13 on What to 
Expect When You are Expecting (a Consultant to solve all your problems)

...then you might be entertained (or offended) by this clip on YouTube: 
http://www.youtube.com/watch?v=kXGhPmby0rY

See you all at WWRUG13!  (Psst.  I hear the price is the lowest it will be 
till Monday...)


 From: Joe D'Souza jdso...@shyle.net
Sent: Friday, August 30, 2013 4:38 PM
To: arslist@ARSLIST.ORG
Subject: Friday Humor: Hiring only married men

**   With Labor Day around the corner I thought this would be a suitable 
joke to kick off this weekend.. Happy Labor Day weekend to you all.. A 
certain factory had a HR policy, of hiring only married men.   Concerned 
and upset about this, the leader of a local Woman's Liberation Front, 
called on the C.E.O. of that factory, and asked him, Why is it, that you 
limit your employees, to married men? Is it because you consider us women 
weak, dumb, cantankerous, tantrum-throwers and/or bossy?   That C.E.O. 
replied, Not at all, Ma'am. Our policy, is to hire staff who:- - are used 
to obeying orders, without questioning - are accustomed to being shoved 
around. - know how to keep their mouths shut. And - would put up with 
anything, when I yell at them.   And we found all these qualities, only in 
married men...   
__
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WWRUG13 Application Building Contest - Feedback Requested

[PHIL BAUTISTA]

Ok fellow Geeks.  The WWRUG Board is soliciting feedback to see if you 
would be interested in competing an app or widget contest to develope 
something that you would like to share with your fellow WWRUG13 attendees.  
There may be prizes (based upon the Sponsor's involvement - Free license of 
Sponsor's product?, iPad, etc.?), or you may just be recognized for your 
application development skills.  We are targeting Monday prior to the 
conference as the 24 hour period within which you are to build your 
application.  Attendees would vote on Tues/Wed, with the winners announced 
by the Sponsors on Thursday.  For the Sponsors who put up their cloud 
environment, you will get the chance to show off your solution for all 
those entering or voting on the apps.  Environments will have to meet basic 
specs, may or may not have ITSM or other applications installaed, but MUST 
have a supported version of the AR System in place that the midtier can use 
to connect for voting, Dev Studio for developing, and multiple WWRUG13 
Sponsors can form Teams to host multiple environments.  If you have a 
commercial solution and are a WWRUG13 Sponsor, you can team up with 
multiple cloud providers as you see fit.

If you are interested in participating in such a contest as a developer, 
please reply to the list and tell us what type of app or widget you would 
build.  If you would be interested in voting tell us that as well as what 
type of app or widget you would like to see developed.  If you are a 
WWRUG13 Sponsor that is interested in providing an environment for use by 
the contest please contact me and copy Michelle Nessier 
(michele.ness...@amotive.com).  I have provided her the specs for the 
environments to meet minimum requirements.

As a WWRUG13 Conference attendee, you will be able to download any or all 
of the applications developed as part of the contest by 1) being a 
registered attendee, 2) voting in the contest.

We are NOT looking for the next ITSM replacement, and as a matter of fact 
one Board member suggested that the app not be IT related.  If you choose 
an environment that has a mobile integration, you can even mobilize your 
app!

Allright, let the responses fly...

Phil Bautista


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Re: NTS number in 7.6.4

[Murnane, Phil]

Howard:

My guess about what's wrong with the URL is that it contains an asterisk (not a 
legal URL character, IIRC).  The easiest thing to do may be to use the Mid-Tier 
application that URL-encodes strings you provide -- documented in the MT guide, 
I think.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Richter, Howard (CEI - Atlanta) [howard.rich...@coxinc.com]
Sent: Monday, July 08, 2013 13:10
To: arslist@ARSLIST.ORG
Subject: Re: NTS number in 7.6.4

**
LJ,

What am I doing wrong?

For incident I have put in the host (AxiomWebProd7604:8080/arsys/servlet ) info 
as well as the incident number (INC00626314)
My Incident URL
http://AxiomWebProd7604:8080/arsys/servlet/HPD%3AHelp+Desk/Best+Practice+View/?qual='Incident%20ID*%2B'%20%3D%20%22INC00626314%22

(Error File not found. Either the file requested is not present or the URL 
supplied is bad)
Yours
http://server/HPD%3AHelp+Desk/Best+Practice+View/?qual='Incident%20ID*%2B'%20%3D%20%22INC00876126%22
Howard


From: Howard Richter [mailto:hbr4...@gmail.com]
Sent: Monday, July 08, 2013 11:54 AM
To: Richter, Howard (CEI - Atlanta)
Subject: Fwd: NTS number in 7.6.4



Sent from one of Howard's iPads

Begin forwarded message:
From: Longwing, Lj llongw...@usgs.govmailto:llongw...@usgs.gov
Date: July 8, 2013, 11:51:27 AM EDT
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: NTS number in 7.6.4
Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
**
Jon,
You only need to do the 'qual' route if you don't have easy access to the 
request ID of the record (which is different than the displayed 
incident/change/problem id), if using the EID method, no trailing encoded 
values are necessary.

On Mon, Jul 8, 2013 at 9:49 AM, Jon Slaven 
jon.sla...@amway.commailto:jon.sla...@amway.com wrote:
** Hi Howard,

I know there's a doc about direct ticket links out there somewhere, but we 
could never get them to work in 7.6.04.  Essentially we had to pass an advanced 
query in an encoded url.


Incident:
http://server/HPD%3AHelp+Desk/Best+Practice+View/?qual='Incident%20ID*%2B'%20%3D%20%22http://remedy76.intranet.local:8009/arsys/forms/remedy76app/HPD%3AHelp+Desk/Best+Practice+View/?qual='Incident%20ID*%2B'%20%3D%20%22INC00876126%22

Problem:
http://server/PBM%3AProblem+Investigation/Best+Practice+View/?qual='Problem%20ID*%2B'%20%3D%20%22http://remedy76.intranet.local:8009/arsys/forms/remedy76app/PBM%3AProblem+Investigation/Best+Practice+View/?qual='Problem%20ID*%2B'%20%3D%20%22PBI5807%22

Change:
http://server/CHG%3AInfrastructure+Change/Best+Practice+View/?qual='Change%20ID*%2B'%20%3D%20%22http://remedy76.intranet.local:8009/arsys/forms/remedy76app/CHG%3AInfrastructure+Change/Best+Practice+View/?qual='Change%20ID*%2B'%20%3D%20%22CRQ00068871%22


Please note that you have to keep everything intact (including the trailing 
%22) changing only the ticket # or it won't work.

Best,
Jon
_
Jon Slaven | Amway | 616-787-7132 | 
jon.sla...@amway.commailto:jon.sla...@amway.com



From:Richter, Howard (CEI - Atlanta) 
howard.rich...@coxinc.commailto:howard.rich...@coxinc.com
To:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG,
Date:07/08/2013 11:28 AM
Subject:NTS number in 7.6.4
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG




**
Good morning/afternoon/evening all,

I am working with a third party vendor, that thinks is can send out a URL to 
the users, that when clicked on will open up an incident or change (just using 
an incident or change number)

I know that the notifications now coming out of ITSM 7.6.4 reference a NTS 
number and the NTE Notifier form. So my question is where does the NTS number 
live? Is there a copy of that number on the Helpdesk or Change form?

Any ideas would be great (just be nice).

As always thank you, you all,

Howard

http://www.coxenterprises.com/
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.pnghttp://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx


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Re: OT: Laptop/Hardware questions

[Phil Bautista]

Been using a MacBook Pro quad i7, 8GB RAM, 750 GB physical HD for over a year 
now.  Great for full ITSM Suite in a Windoze VM.  Plus MS tools (Word, Excel, 
PPT, etc.).  Too bad they don't make it in 17 anymore, the screen real estate 
rocks for Dev Studio!  Switches between ITSM VM  host OS without a hitch.  Sad 
to think I got a Mac to emulate a PC VM better than a PC can  :-)

Sent from my iPad

On Jun 9, 2013, at 5:51 AM, Scott Barr scott.ba...@gmail.com wrote:

 **
 I have been poking around the web the last couple of days and found this:  
 http://www.newegg.ca/Product/Product.aspx?Item=N82E16834312441
  
 It seems to check off all the boxes, and the price isn’t bad.  And it comes 
 with a couple nice video cards ta’boot.  :)
  
 My desktop is a monster,  a quad core i7-3770 over clocked to 4GHz w/ 32GB of 
 RAM @ 2400MHz so heavy lifting can be done there, but for travel the above 
 machine looks like it may just fit the bill.
  
 Scott Barr | aus cell: +61-468-929-076 | BBM: 290AC637 | scott.ba...@gmail.com
  
 The single biggest problem in communication is the illusion that it has 
 taken place.
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
 Sent: Sunday, June 09, 2013 5:00 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: OT: Laptop/Hardware questions
  
 **
 My laptop is a few-year-old Toshiba Tecra M11.  It has quad i7, 8gb of RAM 
 and an SSD hard drive.  In VMware Workstation I can run the full ITSM 8.x 
 suite ok.  I give the VM about 5.5 to 6gb and this and leaves very little 
 capacity for things outside of the VM (MS Office, Dev Studio, etc.).
  
 The ITSM performance is acceptable.  I really have to limit the SQL Server 
 memory but since it is just me and not high transactions it works fine.  
 There are some operations that take a little longer then I would like but for 
 the most part using ITSM isn't painful.  This configuration is ideal for a 
 non-ITSM Remedy setup.  I have a VM where I do the wwrug.org development and 
 since it only a custom app runnin on AR the performance is great.
  
 The SSD is nice but I have to shuffle VMs around because it is smaller 
 (250gb) than a traditional HDD.  The hybrid drive is probably ideal.  I use 
 full disk encryption and I think that eats away a little at my SSD 
 performance.
  
 On the other hand I have a PC with quad i7 and 16gb of RAM and the ITSM 
 experience is wonderful.  I give the VM 8gb of RAM and still have 8 for the 
 host OS leaving plenty of capacity outside of the VM to do work.  When I 
 replace my current laptop I am going to aim for a 16gb minimum as well since 
 I am so happy with this configuration.
 
 Jason
  
 
 On Fri, Jun 7, 2013 at 7:52 PM, Tauf Chowdhury taufc...@gmail.com wrote:
 **
 I did a lot of research and ended up with a Sony S series 15. It was really 
 light, came with an extra sheet battery, quad core i7, 16g ram, blu ray, and 
 a 1080p screen. The free PS3 was nice too! Also, going to a Sony store will 
 get you better discounts. I can run a VM with all modules for ITSM, 
 Analytics, etc. 
 
 Sent from my iPhone
 
 On Jun 7, 2013, at 10:11 PM, Scott Barr scott.ba...@gmail.com wrote:
 
 **
 To all you road warriors and non-road warriors alike…
  
 Which brands / models have you been using and where have you been purchasing 
 them?  I have always been a desktop kinda guy but am in the market for a 
 decent laptop.
  
 It’ll be running the usual productivity software like Office, etc…  As well 
 as a SQL Server, ARS, Mid-Tier etc…
  
 I have a pretty decent idea of what I am looking for and its been a while 
 since I have started “one of those threads” and I thought I’d see what 
 everyone else thought.   Thoughts on CPU/RAM/Screen/Battery 
 Life/Expandability/Keyboard/Options/Looks/Manufacturer Support//warranty are 
 all equally relevant.  
  
 Drives are/can be interchangeable and can be compared purely on stats but am 
 curious about your experiences with these as well but has anyone tried one of 
 the hybrid drives yet? 
 http://www.newegg.com/Product/Product.aspx?Item=N82E16822178340
  
 I am pretty sure I’ll end up with something that has a quad core i7 , 
 expanded to 6GB+ RAM and an SSD (or SSD/spinner combo).
  
 Has anyone tried loading everything up on a Surface Pro yet?  With only 4GB 
 RAM I can’t see it working all _that_ well with a full ARS install on it…  
 But with an SSD and a well-tuned install it may not be all that bad swapping 
 to disk etc…  Thoughts? (asking more out of curiosity than anything else)
  
 Thank you!
  
 Scott Barr | aus cell: +61-468-929-076 | BBM: 290AC637 | scott.ba...@gmail.com
  
 The single biggest problem in communication is the illusion that it has 
 taken place.
  
 _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 

Re: Email Polling problem

[Murnane, Phil]

Ravibabu:

The email engine uses javamail at its core -- I seem to remember a bug where 
the javamail client was failing to detect that a session had been closed by the 
server.  I'd look for the newest email engine patch (if there is anything newer 
for 5.1.2) and if that doesn't work then try updating the javamail components 
with newer versions from Oracle.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Bhimineni Ravibabu [ravibabu.bhimin...@steria.co.in]
Sent: Friday, May 17, 2013 09:20
To: arslist@ARSLIST.ORG
Subject: Email Polling problem

** Hi Team,

We have problem with email polling on today on all remedy servers (Prod and 
dev). we found the error SEVERE EOF on socket for all email boxes configured 
on the Remedy applications.

We have checked with application server rebooting and email engine restart 
which did not resolve the problem.

We have requested Windows Infrastructure team to check for the email exchange 
server and port which we are using for polling. Team confirmed the there is no 
issues with exchange server and port. Outgoing emails are working fine with 
Remedy application. Only problem is with inbound emails polling not working in 
the remedy application.

we are using POP3 for incoming email polling.

We are using AR system server 5.1.2 with patch 1494 and same with email engine 
services.

Much appreciated for your help.


Thanks  Regards,
Bhimineni Ravibabu
Thanks  Regards
Ravibabu Bhimineni
Steria.
SIPCOTT IT PARK
Chennai,
CUG - 838 4356
Direct from UK: (9) (0121 673) 4356
Mobile: 0091 9042249329
http://www.Steria.comhttp://www.steria.com/
+9144 47441000 extn 4346


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Re: [URGENT]Use Alter Table Alter Column on Remedy ARS

[Murnane, Phil]

Hugo:

I'm working from memory on this solution, so I'd recommend allowing a few hours 
for other listers to comment on it -- just in case I'm forgetting something.  
I'd also recommend opening a support incident with BMC to verify the procedure 
before performing it.

If you have a development ARS server, you could export the form and related 
workflow from the production ARS server, and see if it will import into the 
development server.  If successful, then you could proceed with the following...


 1.  Stop the ARS services, back up your database, and start the ARS services
 2.  Export the data from the production form into an .arx file
 3.  Export the form and related workflow into a .def file
 4.  Delete the form
*   If a warning appears about join forms that depend on this form, then do 
not delete and cancel this procedure
*   If the delete fails (eg, ARS is unable to make SQL drop the table), 
then cancel this procedure, stop the ARS services, restore the database from 
backup, and start the services again
 5.  Import the form from the .def file into production
 6.  Import the data from the .arx file
 7.  Import the remaining workflow from the .def file


This procedure will re-create the form cleanly.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Hugo Ruesga [lord_dyna...@outlook.com]
Sent: Tuesday, May 07, 2013 21:58
To: arslist@ARSLIST.ORG
Subject: [URGENT]Use Alter Table Alter Column on Remedy ARS

**
Guys,

Besides that this could be a really silly question. I'd like to check with all 
of the gurus here.

I need to increase the length of the RLS field on Remedy (ARS 7.0.01 patch 007) 
over a custom development, but when I do this on the Admin, It returns an SQL 
error, and field is not saved on the form.

I went further and find that this table on the properties for the ARSystem DB 
(SQL Server) the table is labeled as t instead of T, what makes me think that 
someone had already played with the form. Question here is: Will I broke more 
at DB if I modify this field by using alter table and alter column commands?

Thanks


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 
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Re: Dev Studio Error getting list of Active Link objects

[Murnane, Phil]

Ken:

I've seen this in the past when the server daemon (or service in your case) 
can't write to the temp folder due to permissions, full disk, etc.

Just in case it helps,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Tanner, Doug [doug.tan...@compass-usa.com]
Sent: Wednesday, March 13, 2013 12:41
To: arslist@ARSLIST.ORG
Subject: Re: Dev Studio Error getting list of Active Link objects

**
Make sure Dev Studio is 7.6.4 (SP4)
Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Wednesday, March 13, 2013 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Dev Studio Error getting list of Active Link objects

**
I cannot pull up the list of Active Links in dev studio on our production 
server. Any ideas? Anyone else ever have this?

“Errors encountered while retrieving Active Links list from servername. ERROR 
(300): Malloc failed on server; (ARERR 5087)”

[cid:image001.png@01CE1FE8.25D40A10]


It is just Active Links all the other object types pull up fine, even the 
Active Link Guides list.


AR 7.5
ITSM 7.6
Windows 2003 Enterprise 64bit
SQL 2008

Thanks,
Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Greg Donalson
Sent: Wednesday, March 13, 2013 10:29 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Incident Managment Issue 7.6 SP4 - Urgent

**
Hi Ramy,

Make sure the user has a Default Support Group.

Greg

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ramy S. Ayoub
Sent: Wednesday, March 13, 2013 9:15 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Incident Managment Issue 7.6 SP4 - Urgent

**
Dears ,

when selecting template and try to submit ticket below error appear

Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned 
Support Organization (ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned Group 
ID (ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned Group 
(ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned 
Support Company (ARERR 326)



but when set assignment ( Auto Assignment ) ticket created !!! - Any Idea








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internal compliance with Hubbell policies. This footnote also confirms that 
this email message has been swept for the presence of computer viruses.
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Re: Dev Studio Error getting list of Active Link objects

[Murnane, Phil]

Ken:

IIRC, the Windows service honors the system-wide Temp environment variable.  It 
might look at the TMP env var, but most servers have the two variables set to 
the same value.  If the service runs under some account other than Local 
System, check the user environment variables for that account to make sure 
there's no override on the system vars.

Also, if you haven't looked at the memory utilization, you might want to check 
that out.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Cecil, Ken [kce...@hubbell.com]
Sent: Wednesday, March 13, 2013 13:00
To: arslist@ARSLIST.ORG
Subject: Re: Dev Studio Error getting list of Active Link objects

**
Sound reasonable. Looks like both C and D drive on the apps and DB server have 
over 50% free.

Do you know how to tell the path of the temp space the service is using?


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, Phil
Sent: Wednesday, March 13, 2013 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Dev Studio Error getting list of Active Link objects

**
Ken:

I've seen this in the past when the server daemon (or service in your case) 
can't write to the temp folder due to permissions, full disk, etc.

Just in case it helps,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Tanner, Doug [doug.tan...@compass-usa.com]
Sent: Wednesday, March 13, 2013 12:41
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Dev Studio Error getting list of Active Link objects
**
Make sure Dev Studio is 7.6.4 (SP4)
Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Wednesday, March 13, 2013 12:40 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Dev Studio Error getting list of Active Link objects

**
I cannot pull up the list of Active Links in dev studio on our production 
server. Any ideas? Anyone else ever have this?

“Errors encountered while retrieving Active Links list from servername. ERROR 
(300): Malloc failed on server; (ARERR 5087)”

[cid:image001.png@01CE1FEA.BCF16CB0]


It is just Active Links all the other object types pull up fine, even the 
Active Link Guides list.


AR 7.5
ITSM 7.6
Windows 2003 Enterprise 64bit
SQL 2008

Thanks,
Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Greg Donalson
Sent: Wednesday, March 13, 2013 10:29 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Incident Managment Issue 7.6 SP4 - Urgent

**
Hi Ramy,

Make sure the user has a Default Support Group.

Greg

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ramy S. Ayoub
Sent: Wednesday, March 13, 2013 9:15 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Incident Managment Issue 7.6 SP4 - Urgent

**
Dears ,

when selecting template and try to submit ticket below error appear

Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned 
Support Organization (ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned Group 
ID (ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned Group 
(ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned 
Support Company (ARERR 326)



but when set assignment ( Auto Assignment ) ticket created !!! - Any Idea








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




This email and any files transmitted with it are confidential and intended 
solely for the addressee. If you have received this email in error please 
notify the system manager. Subject to local law, communications (including 
traffic data) with Hubbell may be monitored by our systems [or a third party's 
systems on our behalf] for the purposes of security and the assessment of 
internal compliance with Hubbell policies. This footnote also confirms that 
this email message has been swept for the presence of computer viruses.
www.hubbell.comhttp://www.hubbell.com/ - Hubbell Incorporated

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



This email is subject to certain disclaimers, which may be reviewed via the 
following link. http://compass-usa.com/Pages/Disclaimer.aspx _ARSlist: Where 
the Answers Are and have been for 20 years_
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OT: Friday Humor

[Phil Bautista]

Ok, so this could be modified to incorporate any number of discovery tools,
database of your choice, PC vendor you like (or dislike), etc.  But you may
find it funny and can perform your own variable substitution.

 

A cowboy named Bud was overseeing his herd in a remote mountainous pasture
in Montana when suddenly a brand-new BMW advanced toward him out of a cloud
of dust. The driver, a young man in a BrioniR suit, GucciR shoes, RayBanR
sunglasses and YSLR tie, leaned out the window and asked the cowboy, If I
tell you exactly how many cows and calves you have in your herd, will you
give me a calf? Bud looks at the man, who obviously is a yuppie, then looks
at his peacefully grazing herd and calmly answers, Sure, why not? The
yuppie parks his car, whips out his DellR notebook computer, connects it to
his Cingular RAZR V3R cell phone, and surfs to a NASA page on the Internet,
where he calls up a GPS satellite to get an exact fix on his location which
he then feeds to another NASA satellite that scans the area in an
ultra-high-resolution photo. The young man then opens the digital photo in
Adobe PhotoshopR and exports it to an image processing facility in Hamburg ,
Germany ... Within seconds, he receives an email on his Palm PilotR that the
image has been processed and the data stored. He then accesses an MS-SQLR
database through an ODBC connected ExcelR spreadsheet with email on his
BlackberryR and, after a few minutes, receives a response. Finally, he
prints out a full-color, 150-page report on his hi-tech, miniaturized HP
LaserJetR printer, turns to the cowboy and says, You have exactly 1,586
cows and calves. That's right. Well, I guess you can take one of my
calves, says Bud. He watches the young man select one of the animals and
looks on with amusement as the young man stuffs it into the trunk of his
car. Then Bud says to the young man, Hey, if I can tell you exactly what
your business is, will you give me back my calf? The young man thinks about
it for a second and then says, Okay, why not? You're a Congressman for
the U.S. Government, says Bud. Wow! That's correct, says the yuppie, but
how did you guess that? No guessing required. answered the cowboy. You
showed up here even though nobody called you; you want to get paid for an
answer I already knew, to a question I never asked. You used millions of
dollars worth of equipment trying to show me how much smarter than me you
are; and you don't know a thing about how working people make a living - or
about cows, for that matter. This is a herd of sheep. Now give me back my
dog. AND THAT FOLKS IS WHAT THE PROBLEM IS ALL ABOUT.

 

Phil Bautista, WWRUG13 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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Re: Slow system restart/arsystem errors after restarting the mid-tiers on 7.6.4

[Murnane, Phil]

Hi Howard!

I'd ask the BMC support person handling your case to get in touch with OnDemand 
Operations support and find out what the latest hotfix patches are for ARS and 
MT.  I just wrapped up a gig with OnDemand, and they seem to get the hotfixes 
very quickly, so if you knew precisely what to ask for then you might get a 
code fix for your issue.  I recall several memory related hotfixes over the 
past few months for ARS and for MT.

FWIW,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, February 01, 2013 13:32
To: arslist@ARSLIST.ORG
Subject: Re: Slow system restart/arsystem errors after restarting the mid-tiers 
on 7.6.4

Done all of that. But with the latest outage we have it narrowed down to the 
restarting of the mid-tiers that is causing the issues. Sent to BMC on one of 
the restarts a multi gig log file.

The strange item is that we refreshed our QA and staging system,  with 
production data and the issue does not show up there.

Howard 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, February 01, 2013 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slow system restart/arsystem errors after restarting the mid-tiers 
on 7.6.4

Howard,
I highly recommend turning on API/SQL logging to the same file, and then 
startup the Mid-Tier.  At the end of the 'unavailable' period you should have a 
VERY good log file that will be able to be analyzed by arwklga to give you the 
reasons for your errors.  It will tell you what API calls were taking the 
longest as well as the SQL in question, from that you should be able to analyze 
what in your system is slow and in turn tune it.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, February 01, 2013 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Slow system restart/arsystem errors after restarting the mid-tiers on 
7.6.4

** 

Happy Friday all,

 

We have been seeing a very strange error since our go-live with 7.6.4 (and 
working with no luck with BMC support), when we restart our mid-tiers. We are 
on windows server 2008 and using MSSQL 2008.

 

What we have seen is we will shut down our two customer facing arservers (as 
well as our integration arserver), as well as our three mid-tiers. Then we 
bring up our three arservers (integration first, then the two customer facing 
ones), with no issues. After testing them with auto creation of an incident via 
email (an integration we created) and some poking around using the old user 
tool, we bring up one of our mid-tiers (i.e. start up the tomcat engine). At 
that point, the arserver that the mid-tier starts to talk to, starts to show 
database time out errors and you can no longer log in via the user tool.

 

It takes about 30 minutes for the system (the arserver/mid-tier) to stabilize 
and then we are able to bring up the other two mid-tiers.

 

We have not seen this issue in our QA system (which is all on VM) and our 
staging system. They both have somewhat the same architecture and we have 
verified the mid-tier configuration/patch releases. 

 

Since we are still working with BMC support (for over 3 months on this), I just 
wanted to see if anyone had seen this type of issue on other 7.6.4 systems.

 

Take care,

 

Howard

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


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Re: RRR|DefDiff new free tool published

[Murnane, Phil]

Misi:

You rock _so_ hard. :D

Thanks!
--Phil 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, December 03, 2012 13:35
To: arslist@ARSLIST.ORG
Subject: RRR|DefDiff new free tool published

Hi,

I have just added a new tool to the RRR|Commands section that can compare 
complete systems and create delta def-files and diff-lists for you.

Sample command: rrrDefDiff.exe source.def target.def

The above command will produce a diff-list and and these set of def-files:
- source-import-diffobj.def
- source-import-newobj.def
- target-backup-delete.def
- target-backup-diffobj.def

Together with the RRR|ExportDef command, you have a fast way of comparing two 
complete ITSM systems. They can be on different AR versions. Even different 
databases and encodings will give you relevant output.

RRR|DefDiff: https://www.rrr.se/cgi/tools/main#rrrDefDiff
RRR|ExportDef: https://www.rrr.se/cgi/tools/main#rrrExportDef

Enjoy!

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

Products from RRR Scandinavia (3 x Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

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CMDB 7.6.04 Update Assets to In Inventory

[Phil]

Hi,
 

I'm looking for an automatic process to run an asset update based on a data 
file.

 

The asset status will be set to In Inventory and I need to set the correct 
inventory location.

 

It’s easy enough to set the asset status to another status but I can’t see 
a way to set the status to In Inventory and set the inventory location.

 

Is it possible to put assets In Inventory via AIE or another import 
technique?

 

Thanks

 

Phil
 
 

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Re: Remedy AIE Question

[Murnane, Phil]

Well, I tried including a space character after the  sign, but no help.  I'm 
going to try using a temporary file instead of a pipe inside the .bat file and 
see if that helps.  I may also check the Windows service to see if there's a 
way to allow the service to write to the console - perhaps I'll be able to get 
a glimpse of the command being run and get a hint that way.

Will keep everyone updated.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, Phil
Sent: Monday, October 08, 2012 16:12
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AIE Question

**
Thanks, Shafqat - I'll try with adding the space after the  sign.

I do need to use  though; to keep a running log of files that were processed 
(filename.ext is replaced frequently, and the log file keeps track of the 
date/time  size of each file).  If necessary I'll 'touch filename.log' to 
create the file for appending.

You're right that the exit command shouldn't be needed, but some of my testing 
resulted in AIE creating the file, but never exiting cmd.exe.  The result was 
that the first run of the AIE exchange would work, but second and subsequent 
runs failed because the file was still locked open by the orphaned cmd.exe.  
Also a new orphan cmd.exe was created each time the exchange ran, which is very 
bad.

It should work without forcing c:\windows\system32 into the path, and when I 
get this running I'll try removing the line from the .bat file.  Until that 
time I'll leave it in and hope it doesn't hurt anything.

Thanks Again,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz
Sent: Monday, October 08, 2012 12:34
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Remedy AIE Question

**
Hi
try

  dir c:\temp | find filename.ext  c:\temp\filename.log
 is append, sometimes if the file does not exist The append fails, I have no 
 idea why. also for some weird reason the space matters. The command will run 
 fine from a DOS prompt but will fail if run from within Remedy. Also since 
 you are uisng the /c option, you don't need the exit at The end.
windows\system32 is always in the global path so you do not need to set that, 
also since you are running the bat file from within Remedy, it does not set the 
path anyway.


Shafqat Ayaz


From: Longwing, LJ CTR MDA/IC 
lj.longwing@mda.milmailto:lj.longwing@mda.mil
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Monday, October 8, 2012 2:28 PM
Subject: Re: Remedy AIE Question

Phil,
I assume you have executed the batch file with the same command line without 
issue?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, 
Phil
Sent: Monday, October 08, 2012 7:24 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Remedy AIE Question

**

Good Day, All:



I'm having trouble with an AIE job and am hoping someone else may have run into 
this issue.  I'm trying to use the process| feature to set a field with the 
return value of an external process.  Really I'm not interested in the return 
value, I just want the process to run.  The process is 
c:\windows\system32\cmd.exe /c c:\temp\filename.bat and the contents of the 
.bat file are:



set Path=C:\Windows\System32;%Path%

dir c:\temp | find filename.ext c:\temp\filename.log

exit



That's it - pretty darn simple.  So the data field mapping in AIE is 
process|c:\windows\system32\cmd.exe /c c:\temp\filename.bat .  The AIE 
exchange runs successfully, but nothing is logged to the file.  There's no 
indication of any failure in the AIE debug logs.



Any thoughts on what I could try?



Thanks,

--Phil





Phil Murnane, Principal Consultant

Windward IT Solutions, Service Management Practice

Email:  pmurn...@windwardits.commailto:pmurn...@windwardits.com

Mobile: +1-703-896-6435

Web:www.WindwardITS.comhttp://www.WindwardITS.com 
http://www.windwardits.com/



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Remedy AIE Question

[Murnane, Phil]

Good Day, All:

I'm having trouble with an AIE job and am hoping someone else may have run into 
this issue.  I'm trying to use the process| feature to set a field with the 
return value of an external process.  Really I'm not interested in the return 
value, I just want the process to run.  The process is 
c:\windows\system32\cmd.exe /c c:\temp\filename.bat and the contents of the 
.bat file are:

set Path=C:\Windows\System32;%Path%
dir c:\temp | find filename.ext c:\temp\filename.log
exit

That's it - pretty darn simple.  So the data field mapping in AIE is 
process|c:\windows\system32\cmd.exe /c c:\temp\filename.bat .  The AIE 
exchange runs successfully, but nothing is logged to the file.  There's no 
indication of any failure in the AIE debug logs.

Any thoughts on what I could try?

Thanks,
--Phil


Phil Murnane, Principal Consultant
Windward IT Solutions, Service Management Practice
Email:  pmurn...@windwardits.commailto:pmurn...@windwardits.com
Mobile: +1-703-896-6435
Web:www.WindwardITS.comhttp://www.windwardits.com/


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Re: Remedy AIE Question

[Murnane, Phil]

Thanks LJ  Karthik:

The batch file runs fine on its own directly from the command prompt.

I've run various tests and some can produce .log files, so I know AIE has 
permissions to execute cmd.exe.  I can summarize the tests if it'd be helpful, 
but I didn't want to bias opinions right off the bat. :)

Thanks,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Monday, October 08, 2012 09:59
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AIE Question

**
What is the user account AIE is running on? Does it have necessary privillages 
to Run the btch file?

- Karthik
On 8 October 2012 18:53, Murnane, Phil 
pmurn...@windwardits.commailto:pmurn...@windwardits.com wrote:
**
Good Day, All:

I'm having trouble with an AIE job and am hoping someone else may have run into 
this issue.  I'm trying to use the process| feature to set a field with the 
return value of an external process.  Really I'm not interested in the return 
value, I just want the process to run.  The process is 
c:\windows\system32\cmd.exe /c c:\temp\filename.bat and the contents of the 
.bat file are:

set Path=C:\Windows\System32;%Path%
dir c:\temp | find filename.ext c:\temp\filename.log
exit

That's it - pretty darn simple.  So the data field mapping in AIE is 
process|c:\windows\system32\cmd.exe /c c:\temp\filename.bat .  The AIE 
exchange runs successfully, but nothing is logged to the file.  There's no 
indication of any failure in the AIE debug logs.

Any thoughts on what I could try?

Thanks,
--Phil


Phil Murnane, Principal Consultant
Windward IT Solutions, Service Management Practice
Email:  pmurn...@windwardits.commailto:pmurn...@windwardits.com
Mobile: +1-703-896-6435
Web:www.WindwardITS.comhttp://www.windwardits.com/

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Re: Remedy AIE Question

[Murnane, Phil]

Thanks, Shafqat - I'll try with adding the space after the  sign.

I do need to use  though; to keep a running log of files that were processed 
(filename.ext is replaced frequently, and the log file keeps track of the 
date/time  size of each file).  If necessary I'll 'touch filename.log' to 
create the file for appending.

You're right that the exit command shouldn't be needed, but some of my testing 
resulted in AIE creating the file, but never exiting cmd.exe.  The result was 
that the first run of the AIE exchange would work, but second and subsequent 
runs failed because the file was still locked open by the orphaned cmd.exe.  
Also a new orphan cmd.exe was created each time the exchange ran, which is very 
bad.

It should work without forcing c:\windows\system32 into the path, and when I 
get this running I'll try removing the line from the .bat file.  Until that 
time I'll leave it in and hope it doesn't hurt anything.

Thanks Again,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz
Sent: Monday, October 08, 2012 12:34
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AIE Question

**
Hi
try

  dir c:\temp | find filename.ext  c:\temp\filename.log
 is append, sometimes if the file does not exist The append fails, I have no 
 idea why. also for some weird reason the space matters. The command will run 
 fine from a DOS prompt but will fail if run from within Remedy. Also since 
 you are uisng the /c option, you don't need the exit at The end.
windows\system32 is always in the global path so you do not need to set that, 
also since you are running the bat file from within Remedy, it does not set the 
path anyway.


Shafqat Ayaz


From: Longwing, LJ CTR MDA/IC 
lj.longwing@mda.milmailto:lj.longwing@mda.mil
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Monday, October 8, 2012 2:28 PM
Subject: Re: Remedy AIE Question

Phil,
I assume you have executed the batch file with the same command line without 
issue?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, 
Phil
Sent: Monday, October 08, 2012 7:24 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Remedy AIE Question

**

Good Day, All:



I'm having trouble with an AIE job and am hoping someone else may have run into 
this issue.  I'm trying to use the process| feature to set a field with the 
return value of an external process.  Really I'm not interested in the return 
value, I just want the process to run.  The process is 
c:\windows\system32\cmd.exe /c c:\temp\filename.bat and the contents of the 
.bat file are:



set Path=C:\Windows\System32;%Path%

dir c:\temp | find filename.ext c:\temp\filename.log

exit



That's it - pretty darn simple.  So the data field mapping in AIE is 
process|c:\windows\system32\cmd.exe /c c:\temp\filename.bat .  The AIE 
exchange runs successfully, but nothing is logged to the file.  There's no 
indication of any failure in the AIE debug logs.



Any thoughts on what I could try?



Thanks,

--Phil





Phil Murnane, Principal Consultant

Windward IT Solutions, Service Management Practice

Email:  pmurn...@windwardits.commailto:pmurn...@windwardits.com

Mobile: +1-703-896-6435

Web:www.WindwardITS.comhttp://www.WindwardITS.com 
http://www.windwardits.com/



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WWRUG12 - Conference Session Update, Educational Sessions (3 of 3)

[Phil Bautista]

 software on a laptop, or
moving furniture from an office - should be processed through a Change
Request because it requires someone's support (and possible approval) to do
the work.

This session will provide insight on how to utilize the different
administration features within Change Management to make this all happen.
This includes:
- Setting up Custom Process Flow paths to support emergency requests, non
approval requests, application information only requests and such to bypass
different stages and status settings within Change;
- A review of the Task Sequencing process and how to utilize the tasks
within Change Templates to be more effective for the users;
- Establishing the risk level assessment requirements;
- Reviewing the different permissions and functional roles associated to
Change Management; and
- Reviewing other Administration options that are available.

 


Topic:

How to Administer Problem Management


Abstract:

This session is designed to show the attendees how to:
- Establish a Problem Management Support Team;
- Associate the Service field to display service options;
- Setup the priority requirements for Problem Investigation and Known Error
requests
- Manage the different Permission and Functional Roles;
- Incorporate Problem Tickets with other applications; and
- Other related administration requirements


Synopsis:

The majority of the organizations who are implementing ITSM, takes the
backseat or secondary approach to Problem Management because it is not
prepared or never had a problem management process in place. 

This session will address the importance that Problem Management can play
within an organization/company's environment by presenting training on the
following areas:

- How to establish a Problem Management team that will not involve the Front
Desk Support Staff (or Service Desk Teams);
- How to associate the Service field with the appropriate Problem Service
Catalog options;
- How to establish the Priority level settings for two of the three form
processes found within Problem Management;
- How to manage the different permission and functional role requirements;
- How to incorporate Problem Tickets with other applications to show the
relationship between being Proactive and Reactive; and
- How to handle other administration features provided within Problem
Management.

 


Topic:

How to Administer Incident Management Requests?


Abstract:

This session is designed to show the attendees how to:
- Associate the Service field to display service options;
- Utilize Templates more effectively;
- Setup Operational and Generic Categorizations;
- Manage the different Permission and Functional Roles;
- Follow Step by Step creating guidelines for ones users of Incident
Requests;
- Additional Administration functionality


Synopsis:

With today's economy in a downward spiral, training is generally the first
thing that takes a hit in the IT Community. This session will provide an
insight into the different adminstration features that can be hindered by
the lack of knowledge (or training) in ensuring their Incident Management
environments are being utilized effectively and based on company
policies/procedures.

This session will cover:

- How to associate the Business Service CIs to make them appear in the drop
down menu of the Service field and why an organization should utilize them
within incident requests tickets;
- How to utilize templates within Incident Requests to speed up the
documentation process for Service Desk Technicians;
- How to setup the Operational Categories to match to the Incident requests,
as well as the effects this setup will have on other applications;
- How to setup the Resolution Category categories to support First Call
Resolution or final service actions taken against a service request;
- What the different permission and functional roles are associated to
Incident Management and how to view those profiles that are associated to
each of these roles/permissions;
- How to establish a Step By Step guide for new users of the Incident system
to lessen the training burden.

If you haven't already registered for the conference, you may do so here:

http://www.wwrug12.com/registrations.html

 

Looking forward to seeing you all in San Jose this October!

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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WWRUG12 - Conference Session Update, Educational Sessions (2 of 3)

[Phil Bautista]

yourself in your user's shoes! Do you like the speed of the system? Do you
like filling out all of the field requirements? Is the form to complex and
busy to fill out? Is it easier to get someone else to record the request
while you do the actual job?

This session will focus on the five cornerstones of performance tuning -
database, platform, network, Remedy server/application, and Web -
highlighting the common areas to focus ones attention on improving
performance within the Remedy systems.

This session is designed for anyone working within the Remedy environments;
however, this is only a small portion of what is truly required to keep the
focus of performance of the Remedy systems at a high level.

(still more to come.)

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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WWRUG12 - Conference Session Update, Educational Sessions (1 of 3)

[Phil Bautista]

 software requirements.

 

(more to come.)

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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Re: VM Processors, one or two?

[Murnane, Phil]

Drew:

Having done lots of DoD work over the years, I'd recommend that you battle for 
the extra CPUs right up front.  The first time any decision-makers see the 
system they'll not be pleased if it takes 30 seconds to open an Asset record or 
25 minutes to reconcile a discovery data set.  A first impression like that is 
very difficult to overcome at a later point in time.

For a development or proof-of-concept environment, I usually ask for 8GB memory 
and 4 vCPUs to install ARSystem+CMDB+ITSM+Midtier.  After it's installed we'll 
dial the resources down based on the customer's virtual infrastructure (usually 
4-6GB and 2 vCPU).  BTW, if the RDBMS is on the same OS instance as Remedy, 
then add a couple GB memory to the above.  Also, keep an eye on the disk 
subsystem for bottlenecks; a SLED (well, not so much E these days) 
configuration can really bog down the whole system.

FWIW,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Thursday, July 12, 2012 21:25
To: arslist@ARSLIST.ORG
Subject: Re: VM Processors, one or two?

** It all depends on how much time you want to spend waiting on the CMDB.  You 
can try 1, but if you start to hit timeouts (which, btw, probably means some 
type of unrecoverable or a PITA to recover failure), I would suggest you bump 
it up to 2.  The installation process alone will probably time out; if it does, 
start over completely, and bump it up to 2.  With Remedy and all the various 
subsystems, the server benefits greatly from multiple CPUs, but the CPU's will 
spend a lot of time idle.  Remedy, with the way it is structured (esp. the ITSM 
subsystems), benefits from having lots of resources available, when it needs 
them; otherwise it will appear to be idle.

I can't believe that the server timeout (5 minutes, I think -- 300 seconds) is 
still not a configurable parameter.

Axton Grams
On Thu, Jul 12, 2012 at 5:05 PM, Drew Shuller 
drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote:
** Good afternoon everyone. We're in the process of building a virtual server 
for a very small ITSM/CMDB/ADDM installation. BMC's hardware docs state that 
the server should have two processors. We're thinking that we can get by with 
only one. Any thoughts?

Thank you in advance.

Drew Shuller
Remedy Admin/Developer
Soto Cano Air Base
Honduras
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ITSM 7.6.04 Add Task form to Application List using the Landing Console

[Phil]

Hi,
 
I want to add the Task (Search) form to the Application list and make the 
Task form open within the Landing Console like other forms.
 
Ok, I can make the Task form an Entry Point and then open it via the 
Applications List but it then doesn't open in the Landing Console.
 
Looking at how other forms open via the Application list such as Work Order 
Search I can't follow the workflow below. What I don't understand is what 
triggers the Active Link WOI:WOI:AppListEntryPoint_Search as there are no 
execution options.
 
I assume this Active Link must be triggered by an Active Link Guide but I 
can't see this anywhere, is this trigger by something else?
 
Thanks
 
Phil
 
ActiveLink: SHR:LHP:AppList_100_Expand - Thu Jul 12 2012 10:11:49
True actions:
True action: ARACTSetVisibility(80097, true);;ARACTSetVisibility(80162, 
true);;ARACTSetVisibility(80135, false);;ARACTSetVisibility(1575, 
true);;ARACTSetFocus(80077);;
 action 0
ARACTSetVisibility(80097, 1)
 action 1
ARACTSetVisibility(80162, 1)
 action 2
ARACTSetVisibility(80135, 0)
 action 3
ARACTSetVisibility(1575, 1)
 action 4
ARACTSetFocus(0, 80077)
*ActiveLink: WOI:WOI:AppListEntryPoint_Search1342084215280 - Thu Jul 12 
2012 10:12:09*
True actions:
True action: ARACTProcess(PERFORM-ACTION-ACTIVE-LINK 1 80162, 
1);ARACTCallGuide(windowID,@, SHR:LHP:AppListOpenWOIForm_Search, false, 
0, false);
 action 0
ARACTProcess(PERFORM-ACTION-ACTIVE-LINK 1 80162, 0, 1)
 action 1
ARACTCallGuide(0, @, SHR:LHP:AppListOpenWOIForm_Search, false, undefined, 
undefined)
ActiveLink: SHR:LHP:AppListOpenWOIForm_Search - Thu Jul 12 2012 10:12:09
True actions:
True action: {char}:F(303647600).S({char}expr:({char}goattype:CharType 4 
SearchTicket)){char}:F(304249310).S({char}expr:({char}goattype:CharType 4 
WOI:WorkOrder)){char}:F(304249330).S({char}expr:({unbound}null:null)){char}:F(304257880).S({char}expr:({unbound}null:null));ARACTCallGuide(windowID,@,
 
SHR:LHP:FormOpen, false, 0, false);
 action 0
  Set-fields 303647600 = SearchTicket
  Set-fields 304249310 = WOI:WorkOrder
  Set-fields 304249330 = 
  Set-fields 304257880 = 
 action 1
ARACTCallGuide(0, @, SHR:LHP:FormOpen, false, undefined, undefined)

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Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

[Murnane, Phil]

Howard:

While doing something completely different, I ran across this web page: 
http://www.sap.com/solutions/sme/business-intelligence-crystal-solutions/sap-crystal-server/requirements.epx
 -- read the part about SAP Crystal Viewer; it may be exactly what you're 
looking for.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Theo Fondse
Sent: Monday, July 09, 2012 03:31
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Hi Howard!

We've been using CRExport for years and have even developed a Remedy App around 
it that schedules reports to be run and uses an escalation to kick off the 
reports and optionally mail them out in .pdf attachments to users using the AR 
Email engine.

See http://www.rainforestnet.com/crystal-reports-exporter/


Best Regards,
Theo

Sent from my Black/Silver Personal Computer 

Try not to become a person of success, but a person of value. - Albert 
Einstein

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: 07 July 2012 13:18
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Hi,
you can look into this site:

http://www.kenhamady.com/bookmarks.html

The site list a comparison of tools, some free, for running, viewing, 
automating, etc for Crystal reports.

Hope this helps.

Cheers
Carl

http://www.missingpiecessoftware.com/



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: 06 July 2012 19:59
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Carl,

Thanks. We are trying not to push out the user tool at this point. I can see 
some trying to open incident with it, then say the system is broken.

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, July 06, 2012 2:55 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Hi,
you can still use the User Tool in 7.6.04 to run the Reports, I do this all the 
time.
It is still provided, but is now end of life.

Cheers
Carl

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Remedy
Sent: 06 July 2012 19:46
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Happy Friday to all,

I have a request to find a cheap way to run the BMC provided OOB crystal 
reports that came with 7.6.4.

Since we use Hyperion for reporting, we do not need to create any new crystal 
reports and are not looking to print them. Just run them and save off the file.

So I am looking for a cheap way of getting around the requirement to buy and 
then build a crystal server.

Too bad that we can't use the user tool in ITSM 7.6.4.

Any ideas?

Also a Friday thought,

Only Robinson Crusoe had everything done by Friday. ~Author Unknown

Take care,

Howard
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ITSM 7.6.04 Display Tasks in the Overview Console by default

[Phil]

Hi,
 
In ITSM 7.6.04 Tasks are only displayed in the Overview console if the user 
updates their Application Preferences to set Show Tasks to Yes,
 
The application preference records only get created for a user when they 
modify thier application preference settings, are there global preference 
settings that can be updated to show tasks on the Overview console by 
default?
 
Thanks
 
Phil
 

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Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

[Murnane, Phil]

Howard:

First off, really glad you're feeling well enough to Remedy again. :)

Check this out -- it seems promising: 
http://wiki.sdn.sap.com/wiki/display/BOBJ/Deploying+Crystal+Reports+for+Visual+Studio+2010+Runtime
 .

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, July 06, 2012 15:03
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

It's a grain of salt (and I need to avoid that), but it might just fly.

The odd thing, is when I use one of the reports in the user tool on my 7.6.1 
system it works. But when I use the same report (also on the user tool) in the 
7.6.4 system, it does not display any data and I can find the data by doing a 
simple search.

Thanks this idea is something worth looking into.

Howard

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, July 06, 2012 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

Howard,
I know not of what sort of difficulty I speak when I say thisso please take 
it with a grain of salt as either complete lunacy or a doable solution, 
depending on your personal and team capabilities.

Now...when we look at the fact that the user tool can utilize these reports yet 
the web can'tlet's analyze the 'why' of that.  The native client has access 
to the Crystal Reports runtime engine, where the Mid-Tier does not.
This tells that in order to run/print the reports, you do NOT need to purchase 
the crystal reports server...you simply need to be able to interact with the CR 
runtime.  Sothis is my proposal, and it is off the top of my head with 
completely 0 research as to its feasibility.  Write yourself either a C or a 
Java application that can do two things.

1 - Log into the Remedy server to get at the report
2 - Interact with the CR runtime (this is the part that I have NO clue
about)

Once written, this application should be able to be called with a button press, 
or an escalation, or whatever manner you chose, and it should be able to log 
on, get the report in question, process the data in Remedy through the report, 
and provide the output in any manner that you deem desirable.

I know, I knoweasier said than done...but certainly in the feasible 
realmin fact, a quick google on 'crystal reports runtime java' came up with 
an article as the first entry

http://j-integra.intrinsyc.com/support/com/doc/other_examples/Crystal_Report
s.htm

that describes a VERY simple java program that executes a report.  It uses a 
DSN to connect...which could obviously be setup with the Remedy ODBC as the 
data sourceif I'm not mistaken the 'query' is also readily accessible as 
well

I see this as a VERY doable solution to being able to run the reports from 
server command line, and even mail the darn things out :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
Sent: Friday, July 06, 2012 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Looking for a cheap way to run OOB crystal reports in 7.6.4

** 

Happy Friday to all,

 

I have a request to find a cheap way to run the BMC provided OOB crystal 
reports that came with 7.6.4.

 

Since we use Hyperion for reporting, we do not need to create any new crystal 
reports and are not looking to print them. Just run them and save off the file.

 

So I am looking for a cheap way of getting around the requirement to buy and 
then build a crystal server.

 

Too bad that we can't use the user tool in ITSM 7.6.4.

 

Any ideas?

 

Also a Friday thought, 

 

Only Robinson Crusoe had everything done by Friday. ~Author Unknown

 

Take care,

 

Howard 

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Re: Data Management Client on Windows 7

[Murnane, Phil]

Jamie:

I've never tried Excel 2007 or later -- I keep a Windows XP virtual machine 
with Office 2003 specifically to run the DMT.

Not much help for you, but there it is.

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: Thursday, June 28, 2012 13:04
To: arslist@ARSLIST.ORG
Subject: Data Management Client on Windows 7

Has anyone installe the Data Management Client on a Windows 7 workstation with 
excel 2010?  By default the application installed in the 32 bit Program Files 
(x86) folder, and even though when I'm trying to use the DMT tool for 
foundation upload and I select the correct path to for the DMT install, the 
worksheets are not opened and converted correctly.  For some reason the 
worksheet is opened with a hard value of the DMT install path of /Program 
Files/ instead of /Program Files (x86).

Has anyone had any luck getting the Data Management Client to work with Windows 
7?  I tried opening a ticket with BMC and after two weeks of going back and 
forth they said it was part of the design and excel that to be 2003.

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WWRUG12 Submission Update - Four More Great Submissions! Only Eight more days to get your submissions in...

[Phil Bautista]

 with the known (data) Universe!


Technical Skill Level:

Intermediate


Classification:

Other


Categorization:

Other


Specification:

Management

 

The following submission has been made by Mark Herring from BMC Software.


Topic Details


Topic:

BMC Remedy ITSM Process Designer


Abstract:

Following BMC's acquisition of Abydos in April this year, Abydos Designer is
now ITSM Process Designer and is part of the latest ITSM Suite. ITSM Process
Designer is a process modelling tool which provides a unique way of
translating business processes into ITSM applications without the need for
extensive customisation or development. 


Synopsis:

BMC Remedy ITSM Process Designer can be used to significantly reduce the
effort required to setup and configure Service Request Management (SRM)
fulfilment logic. The drag-and-drop interface allows non-technical users to
rapidly construct and deploy fulfilment processes for conditional Work Order
creation, approval logic or email notifications.

If you are planning to implement Service Request Management then you should
attend this session to find out more.


Technical Skill Level:

Intermediate


Classification:

Product


Categorization:

ITSM


Specification:

Technical

 

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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[no subject]

[Phil Murnane]

http://www.desigui.com/blog/wp-content/themes/default/googles.html

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SSO with IIS and Tomcat - Anonymous and Windows Authentication

[Phil]

Hi,

I have configured Remedy to use SSO using the instructions in
AREA_SSO_ALL_v206MT_v209AREA zip file.

Environment
ARS 7.6.04
Windows 2008 64 bit
IIS 7.5
Tomcat 6


I’ve updated the server.xml file in the apache conf directory to
include tomcatAuthentication=false

In IIS I have disabled Anonymous Authentication and enabled Windows
Authentication.

For users who are included in the AD they can successfully login with
SSO.

But users who only have a local Remedy account and don’t exist in AD
will get an authentication error. Remedy attempts to automatically
authenticate the users with their AD details, but as they don’t exist
in Remedy using their AD details they get the authentication issue. I
was expecting that if SSO failed the Remedy login page would be
displayed.

I’ve read that in IIS both Anonymous and Windows Authentication should
be enabled, but if I enable Anonymous authentication the login page is
always displayed to the users stopping SSO from working.

The Mid Tier logs capture the following, so with Anonymous
Authentication enabled the Remote User name is not returned.

13-Jun-2012 10:54:49 - FINE (com.remedy.log.SERVLET) : GoatServlet:
url=http://serverxxx/arsys/home
13-Jun-2012 10:54:49 - FINE (com.remedy.log.SERVLET) :
cookie=G=2c571170edfbf9c6:-2a327bea:1379d3ab208:-7fff;
JSESSIONID=1055C3140E821C1E676A8C933D7031FF; P=0; st=5400; lt=60; GKW=
%7B14%3A%7Bn%3A%22LASTID%22%2Ct%3A6%2Cv%3Anull%7D%2C15%3A%7Bn%3A
%22LASTCOUNT%22%2Ct%3A7%2Cv%3A0%7D%7D; P=1
13-Jun-2012 10:54:49 - FINE (com.remedy.log.SERVLET) : GoatServlet: No
session or new session
13-Jun-2012 10:54:49 - FINE (com.remedy.log.SESSION) : Login:
establishing Session
13-Jun-2012 10:54:49 - FINE (com.remedy.log.SESSION) : SSO ERROR:
RemoteUser name is null or empty. Using default login page
13-Jun-2012 10:54:49 - FINE (com.remedy.log.SESSION) : Login: Custom
authenticator failed. Trying default authenticator
13-Jun-2012 10:54:49 - FINE (com.remedy.log.SESSION) :
DefaultAuthenticator: Credentials requested
13-Jun-2012 10:54:49 - FINE (com.remedy.log.SESSION) :
DefaultAuthenticator.redirectToLogin: url=/arsys/home

Is there a way to configure IIS to allow users in AD to authenticate
using SSO and the Remedy login page to be displayed for users who
don’t exist in AD?

Thanks

Phil

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Get your Free WWRUG Admission Here - (WWRUG12 - Submissions Update)

[Phil Bautista]

Ok, 'Listers.  Here is a set of three new topics received this week that are
likely to be accepted by the board.One is from our long time friend and
creator of the RemMail product - Doug Tanner, another is from a frequent
contributor to the list, Nathan Aker.

 

Our list of topics is shaping up nicely (and early - this time), but we only
have until July 1st to receive your topics.  Just remember if your topic
gets accepted, you get FREE admission to the WWRUG12 Conference this year.
For those of you who have emailed me with questions about exactly what to
say and how long to make your initial submission, here are some great
samples.  If you don't know how to manage your submissions, you can use this
portal (using our Mid-Tier and ARSystem) www.wwrug.org/register (for
creating your account to manage submissions, it does NOT register you for
the conference).

The following submission has been made by Douglas Tanner from Compass Group.


Topic Details


Topic:

Advanced Email processing with the ARS Email Engine


Abstract:

How to leverage the ARS system email engine.


Synopsis:

Read 30+ email boxes processing 10,000+ emails daily. Sending and receiving
in/out of 15 custom applications. Filtering incoming email - spam, out of
office, etc. Control assignments based on subject, mailbox and keywords.
(More to come - this is a placeholder) Thanks, Doug


Technical Skill Level:

Intermediate


Classification:

Case Study


Categorization:

AR System - Core


Specification:

Technical




The following submission has been made by Brian Pancia from Finity IT.


Topic Details


Topic:

Don't Look At My Stuff - Multi-Tenancy, Data Segregation, and Row Level
Access


Abstract:

Exploring the BMC Remedy ITSM capabilities for data segregation.


Synopsis:

Exploring the BMC Remedy ITSM capabilities for data segregation.

- Using Multi-Tenancy
- How out of box permissions work in the ITSM Suite
- Setting up parent/child groups
- Customizing the ITSM Suite to support ad hoc access control


Technical Skill Level:

Intermediate


Classification:

Education


Categorization:

ITSM


Specification:

Technical




The following submission has been made by Nathan Aker from McAfee.


Topic Details


Topic:

ITBM  ITSM Architecture Overview, Integration, and Lessons Learned


Abstract:

In this session you will learn how the ITBM and ITSM modules are integrated
with one 
another and what items you should consider when deploying ITBM with ITSM


Synopsis:

The session will cover:

* ITSM/ITBM Suite Overview
* ITSM/ITBM Base Technologies
* ITSM/ITBM Integration Points
* ITSM/ITBM Data Exchanged
* Combined Implementation Lessons Learned
* Questions/Discussion


Technical Skill Level:

Intermediate


Classification:

Product


Categorization:

Other


Specification:

Technical

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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ITSM 7.6.04 Custom User SQL Logging

[Phil]

Hi,

We have a requirement to track all user activity including all the
searches a user performs.

I could just enable the SQL log to write to a form but this will also
include all the admin actions, AR Escalator etc.

Has anyone created a custom SQL log which only includes the user
details and writes it to a form?

If so please can you share how you did this,

Thanks

Phil

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WWRUG12 Submission Update - (So you Don't Want to Pay for WWRUG12?) Two more of the many topics submitted this week (sneak peek)

[Phil Bautista]

Wow, I am excited to share with you two more of the submissions we got this
week.  These are likely to be approved by the board but we have receive 5
more to consider this week as well.  There were several more submitters that
signed up this week but didn't get their topics in (yet).

 

In order to create your own account to manage your submissions click here.
Once you have created your account you can then submit your topics (the only
dumb topics are those NOT submitted J). 

 

Remember for those topics accepted, your WWRUG12 Conference fee is waived
(aka FREE!)

 

Here are a couple you may recognize:

The following submission has been made by Carin Sinclair from BMC Software.


Topic Details


Topic:

Back to Basics - The what, why and where about logs


Abstract:

Where do you find the logs, why are they important
How do we read them and how can you help us
Dispelling the myth of why we need logs


Synopsis:


Presentation on why do we as support request logs, what we are looking for
and how to enable and find the logs


Technical Skill Level:

Intermediate


Classification:

Product


Categorization:

Other


Specification:

Technical

The following submission has been made by Kelly Deaver from Unisys
Corporation.


Topic Details


Topic:

All You Wanted to Know About Notifications but BMC was Afraid to Tell You


Abstract:

How Notifications are triggered. How to Debug. How to Modify. How to Tune
Who Gets Them.


Synopsis:

walk through the whole process of the Notification Engine, what it does, how
it does it, how to make it stop.


Technical Skill Level:

Advanced


Classification:

Product


Categorization:

ITSM


Specification:

Technical

 

See it doesn't have to be an extensive dissertation (unless perhaps you are
Dr. Christopher Strauss!).

 

Looking forward to seeing even more submissions next week.  Remember we only
have till July 1st to receive your submissions!

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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ITSM 7.6.04 Consoles slow to open with IE 6 SP2

[Phil]

Hi,

We are deploying ITSM 7.6.04 to a user community using IE 6 SP2 and IE
6 SP3. (We cannot get the browsers upgraded at this stage.)

IE 6 SP3 works ok but when using IE 6 SP2 there is a long delay when
opening the INC, CHG and PBM Consoles of several minutes. All other
forms peform ok, we just get a delay when opening the consoles.

IE 6 SP2 and IP 6 SP 3 appear to be configured the same, has anyone
else seen this issue?

Regards

Phil

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WWRUG12 FREE ADMISSION!!! (got your attention?) aka Submissions Update - start of the 60 day window to end July 1st, 2012

[Phil Bautista]

Congratulations to Anders Wilhelm for being the first to register and submit
a topic for consideration by the WWRUG Board.

 

As the first to submit a topic this week he gets his topic published here
(yes we still have to review it as a team, but I think it has a chance of
being accepted!) of Feeding your Atrium with data using Atrium Integrator.
Some real world experiences.

 

Here is what we got from him via our portal app (and this is the format for
those of you who are looking for examples of a great submission - cause
you've been asking us)


Topic Details


Topic:

Feeding your Atrium with data using Atrium Integrator. Some real world
experiences


Abstract:

In this session you will learn how to use Atrium integrator to feed your
CMDB with data from files, database tables and from older CMDB versions. 


Synopsis:

The session will cover how to install, configure and use Atrium integrator.

* What is Atrium Integrator / Pentaho
* What is required to install the products
* Installing Atrium Integrator, procedures, caveats
* Some import scenarios.
* Transformations and Jobs.
- Using the built in wizard
- Using SPOON to create transformations
* Troubleshooting the Carte-server
- How is Carte started (where is it run)
- Where are my log files?
- Tracking progress
* Tips and tricks.


Technical Skill Level:

Intermediate


Classification:

Integration


Categorization:

CMDB


Specification:

Technical

We have had more submissions this week, but I wanted to give you a peek into
the inner workings of YOUR User group and what we see as the best (so far)
year of presentations.  Our goal is to provide you with as much information
as we can to allow you to take this information to your management and other
team members to demonstrate to them the value of Your attendance at the
WWRUG12 this year.

 

A couple of important notes:

 

1.WWRUG12 marks the VERY FIRST year we have been able to offer to
you a FREE admission to the conference if your topic gets accepted by the
board.  (Yes FREE!)

2.   The window for submissions (since many of you have asked me
directly) has started and will continue until July 1st, 2012 (roughly 60
days).  After that NO MORE submissions will be accepted, period.  (we just
don't have the bandwidth to process them after that)

3.   If two of you submit the same topic, the one that gets here first
has the better chance of getting our vote, so don't delay.submit today!

 

Have a great weekend, keep the submissions coming!

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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Re: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

[Murnane, Phil]

John:

Have you tried turning on some logging (API, SQL, etc) to see what work 
arserverd is doing?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shiju John
Sent: Monday, April 30, 2012 07:00
To: arslist@ARSLIST.ORG
Subject: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

**
Hi Guys,
Have any one noticed a major Memory/CPU consumption of the arserverd process 
in Linux environment.

Please find the environment details below:

ARS version : ARS 7.6.04 SP2.
ITSM Version: ITSM SP2.
Linux Version : RHEL 5 Linux kernel 2.6.18
Database : Oracle 11g R2(64 bit)

We are observing a heavy usage (CPU - more than 100 % and Memory - more than 
50%), resulting in Timeouts, and even service crash.
Please pass on your suggestions on this.

Thanks and Regards,
Shiju John.

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Re: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

[Murnane, Phil]

John:

It's normal to have arserverd consume substantially more resources after an 
administrative operation.  All the processing threads are updating their 
caches.  Having Development Cache turned on will help spread out the surge in 
resource demand because it allows each thread's cache to be loosely consistent 
instead of tightly consistent with the master copy.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shiju John
Sent: Monday, April 30, 2012 07:32
To: arslist@ARSLIST.ORG
Subject: Re: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

**
Hi Phil,
Thanks for your quick response.

Actually the issue is not bound to any particular activity. It happens whenever 
we are performing an admin activity. Since we have the 'Development Cache' mode 
on,its impacting the user actions also.

PS: Most of the time out issues are not logged in the arerror.log aswell.

Regards,
Shiju
On Mon, Apr 30, 2012 at 2:19 PM, Murnane, Phil 
pmurn...@windwardits.commailto:pmurn...@windwardits.com wrote:
**
John:

Have you tried turning on some logging (API, SQL, etc) to see what work 
arserverd is doing?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Shiju John
Sent: Monday, April 30, 2012 07:00
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

**
Hi Guys,
Have any one noticed a major Memory/CPU consumption of the arserverd process 
in Linux environment.

Please find the environment details below:

ARS version : ARS 7.6.04 SP2.
ITSM Version: ITSM SP2.
Linux Version : RHEL 5 Linux kernel 2.6.18
Database : Oracle 11g R2(64 bit)

We are observing a heavy usage (CPU - more than 100 % and Memory - more than 
50%), resulting in Timeouts, and even service crash.
Please pass on your suggestions on this.

Thanks and Regards,
Shiju John.

_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_
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Are_



--

Thanks and Regards,
Shiju John
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Are_

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WWRUG12 - Call for papers, Submission Portal NOW available!

[Phil Bautista]

Hello all you 'listers out there.  

 

Well, we (I mean Jason Miller of Sharp Healthcare) have just finished
putting the finishing touches on the application that manages our
submissions.  Make sure you have popups enabled and go here
http://www.wwrug.org/register  to create your WWRUG account to manage your
topics for submission to the WWRUG12 conference in San Jose at the beautiful
Fairmont Hotel.

 

Now if you will excuse me I am going to fasten my seatbelt for all of those
new submission emails.(click)!

 

Phil Bautista, WWRUG12 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG12 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug12.com/contact_phil.html

 


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Re: How-to?: Return Incident ID via HPD:IncidentInterface_Create

[Murnane, Phil]

Todd:

Try something like:

Set Fields
Data Source: Server
Server Name: [your server name]
Form Name: HPD:IncidentInterface_Create
Qualification: '1' = $LASTID$
If No Requests Match: Set fields to $NULL$
If Multiple Requests Match: Use First Matching
Fields Map:
  [my field] = $Incident Number$

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Todd Pasterski
Sent: Tuesday, April 24, 2012 12:46
To: arslist@ARSLIST.ORG
Subject: Re: How-to?: Return Incident ID via HPD:IncidentInterface_Create

Sorry not using Web Service and if I use nextid it relates to one of the temp 
entries related to the incident creation but not from the incident itself.

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Re: Form export and import - renaming

[Murnane, Phil]

John:

How about scripting the creation of the similar form?  You could use Java, 
Perl, Python, or maybe even just a shell script using the driver program.  Have 
the script do the File--Save As.

Not quite a fully functional solution, but maybe the seed of one.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Friday, April 13, 2012 11:12
To: arslist@ARSLIST.ORG
Subject: Re: Form export and import - renaming

**
* I THINK DIFFERENTLY --- SOMETIMES THAT IS GOOD -- SOMETIMES NOT **

Yes - I could just go in and save as...

However -- this is a small part of a larger project

Autogenerate Remedy forms form Lotus Notes forms - :)

1) Auto create table
2) Auto migrate data
3) Auto delete Notes table
4) Party!!!


My ***guess*** is that the index references are unused (not sure about that) 
-- but -- if I were to take this def to a new system -- which already had a 
T189/I189 -- I would imagine this definition would not overwrite those 
indexes... -- so it is probably safe

I was wondering if anybody KNEW -- that this was a bad idea.

Here is the fundamental problem -- when I export a def of a form -- I get 12500 
lines...
(IMHO - unusable)

Yeah -- probably has 20 fields on it -- but the xml is so crazy it takes 12500 
lines to describe...

So -- WHAT IF I ...

created something like this:


my_sample_file.txt

table MySample Table

field RequestID, 1
field Submitter, 2
...


field My unique field, 0 # 0 is autoassigen
field MY unique field2, 0


index [My unique field,My unique field2], unique

etc


Then -- when your run it -- it outputs a HORIFICALLYLARGE XML file -- that 
would import nicely.

 AND EVEN NICER 
you can get the reverse... a table - to a nice definition -- so you can EASILY 
FIND -- ???

(I know - many pieces behind the scenes)


OK - an example:


table MySample Table2

inherits_from MySample Table
field My unique field3, 0

index [My unique field,My unique field3], unique


-John



On Fri, Apr 13, 2012 at 9:30 AM, Coleman, Gavin 
gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com wrote:
**
Can you not just select the form and then go to File--Save As? Assuming you're 
in Developer Studio. Similar functionality exists in the old Admin tool.

Thanks,

Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services  Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662tel:%2B44%20%280%29%201707%20631662
E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com
W: www.computacenter.comhttp://www.computacenter.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of John 
Sundberg
Sent: 13 April 2012 15:25
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Form export and import - renaming

**

I was thinking of making a similar form to an existing form.

I thought I would export it -- modify the name of the form in the export and 
then reimport.


So -- I went poking through the xml definition of the file...

The only gotcha I see is that the xml file describes the indexes by index 
name -- stuff like i189  (as in -- table 189 therefore index 189)


So -- would this be a bad idea -- rename the form in the xml and then reimport?

(My end goal is to have 2 similar forms)

-John


--

John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930tel: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/



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**
COMPUTACENTER PLC is registered in England and Wales with the registered number 
03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, 
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the 
registered number 3434654. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the 
registered number 3798091. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be 
privileged.
Unless you are the named addressee (or authorised to receive mail for the 
addressee) you may

Re: Column Sort on Vendor Form

[Murnane, Phil]

Frank:

I vaguely recall something like this happening to me years ago.  The workaround 
was to get the DBA to change the database view to contain a space character 
when the data would have been null.  If it's a numeric column, we asked the DBA 
to put zero instead of null.

Maybe this would work for you?
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Friday, April 06, 2012 08:59
To: arslist@ARSLIST.ORG
Subject: Column Sort on Vendor Form

ARS 7.6.04 sp2
Oracle / Redhat

Created a vendor form using the ARDBC LDAP connection with about 30 fields. The 
form opens correctly (User Tool and Midtier) and I can run queries against it. 
I can also click on a results list column heading and sort the results. 
However, when I try and sort on a column where one of the result records has no 
value (NULL, empty string) value for the field being sorted the plugin crashes 
and I get this error:

Cannot establish a network connection to the AR System Plug-In server : 
abcd-123 ARSYS.ARDBC.LDAP : RPC: Miscellaneous tli error - System error 
(Connection refused) (ARERR 8760)

Anyone else seen this issue?

Thank you

Frank Caruso

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Re: Column Sort on Vendor Form

[Murnane, Phil]

Joe:

I never ran into that, but my first thought would be to enhance the source code 
of the ARDBC plugin to produce the desired behavior and recompile.  I suppose 
you could just write your own plugin, also.

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, April 06, 2012 09:27
To: arslist@ARSLIST.ORG
Subject: Re: Column Sort on Vendor Form

I recall this to be happening a long time ago too. I think it just never got 
fixed.

Never tried that workaround though.. How would it work with ARDBC plugin 
related vendor form where the data is not actually stored in the form?

Joe

-Original Message-
From: Murnane, Phil
Sent: Friday, April 06, 2012 9:04 AM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Column Sort on Vendor Form

Frank:

I vaguely recall something like this happening to me years ago.  The workaround 
was to get the DBA to change the database view to contain a space character 
when the data would have been null.  If it's a numeric column, we asked the DBA 
to put zero instead of null.

Maybe this would work for you?
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Friday, April 06, 2012 08:59
To: arslist@ARSLIST.ORG
Subject: Column Sort on Vendor Form

ARS 7.6.04 sp2
Oracle / Redhat

Created a vendor form using the ARDBC LDAP connection with about 30 fields. 
The form opens correctly (User Tool and Midtier) and I can run queries against 
it. I can also click on a results list column heading and sort the results. 
However, when I try and sort on a column where one of the result records has no 
value (NULL, empty string) value for the field being sorted the plugin crashes 
and I get this error:

Cannot establish a network connection to the AR System Plug-In server : 
abcd-123 ARSYS.ARDBC.LDAP : RPC: Miscellaneous tli error - System error 
(Connection refused) (ARERR 8760)

Anyone else seen this issue?

Thank you

Frank Caruso 

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Re: Extremely strange bug related to table field refresh..

[Murnane, Phil]

Joe:

IIRC, Doug Mueller mentioned that IE9 had a quirk or two and that some help 
could be had by editing a .properties(?) or a .css(?) file.  Maybe search a bit 
through the archives?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, March 19, 2012 14:10
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

** I  just tested on firefox 11 and IE 8, could not reproduce the defect even 
after resizing the columns. It just worked as supposed to. Upon refresh it just 
cleared that row. Without refresh if I double click on the ticket once resolved 
 it just opened incident screen without null pointer.

On Monday, March 19, 2012 11:37:09 AM UTC-5, Joe Martin D'Souza wrote:
**

I am on ARS 7.6.03. And I just found what got to be one of the most bizarre 
bugs I have uncovered in the past few days.. There may not be a short way to 
describe this problem so here goes..

I have tested this bug on the Overview Console, of the ITSM applications 
(7.6.03 again), so that table field would be the ideal candidate if you want to 
reproduce it. I have only tested this on the Mid-Tier client.

Lets say for example sake, there are 4 entries displayed on the table field on 
the Overview Console..

INC0001
INC0002
INC0003
INC0004

Lets say I double click on INC0003 to open it and mark that incident as 
Resolved.

And when I get back to that overview console, I either right click on that 
table field and select Refresh OR I press the Refresh button on top of the 
overview console table to refresh the table field..

Expected Results:
The table field refreshes and now you are left with
INC0001
INC0002
INC0004

Great.. works as expected.

The Bug:
UNLESS, prior to double clicking on INC0003, the columns on the table 
field are resized.. I had resized almost all the columns from the mid-tier 
client, and then double clicked on INC0003 to open it. I then marked 
that incident as Resolved and closed that window after saving it. And then 
refreshed the table field on the Overview Console. All the previous 4 entries 
are still displayed as below..

INC0001
INC0002
INC0003
INC0004

HOWEVER, now when I double click on INC0003, the details of 
INC0004 is displayed on the new opened window..

AND if I click on INC0004, I get a null pointer exception...

This happens when I resize the table fields widths on the mid-tier client..

I haven’t tested this on the native User client but I think from past 
experience, it has no problems.. I’m pretty certain it works as expected on the 
User Client under both the circumstances described above...

Joe

PS: Could someone verify if this bug still exists on 7.6.04 or if it exists on 
earlier versions?

Another PS: This could be a potentially serious bug – I nearly closed the wrong 
ticket in a real world scenario. It’s a good thing I saw the ticket details 
before closing it, else if I had mechanically gone through the motions, I may 
have closed a wrong ticket.. What happened was after double clicking on 
INC0003, and seeing the status still on Pending, I thought maybe I had 
forgotten to save. So I tried to set it on Resolved and just before committing 
a save, noticed that it was not INC0003 but INC0004 that was 
opened up.. I would have accidentally ended up closing INC0004 too..
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Re: Extremely strange bug related to table field refresh..

[Murnane, Phil]

Joe:

The thread was “Re: BMC's Future on the horizon.. IMHO” from back in November 
14-15, 2011.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Monday, March 19, 2012 14:35
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**

Phil, thanks for your response.. Thanks Misi  Pat for your responses so far 
too..

@ Phil: Interesting.. I’ll look through.. Is it a bug that needs to be 
addressed by MS on IE or is it a ‘feature’ on IE that needs to be addressed 
from the MT application side?

@ Pat: I haven’t had the time enough to test it on other browsers, but I do 
intend to when I have a little more time. The null pointer happens on the last 
row only which actually should not have been there if the refresh happened 
correctly. On rows below the modified record, the pointer moved one row down 
meaning if record n was clicked, record n+1 would actually open. Like in the 
example below, if record 3 was clicked after the modification of record 3, 4 
would open instead of 3. It works normally only when the fields are not 
resized..

Joe

From: Murnane, Philmailto:pmurn...@windwardits.com
Sent: Monday, March 19, 2012 2:24 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**
Joe:

IIRC, Doug Mueller mentioned that IE9 had a quirk or two and that some help 
could be had by editing a .properties(?) or a .css(?) file.  Maybe search a bit 
through the archives?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, March 19, 2012 14:10
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

** I  just tested on firefox 11 and IE 8, could not reproduce the defect even 
after resizing the columns. It just worked as supposed to. Upon refresh it just 
cleared that row. Without refresh if I double click on the ticket once resolved 
 it just opened incident screen without null pointer.

On Monday, March 19, 2012 11:37:09 AM UTC-5, Joe Martin D'Souza wrote:
**

I am on ARS 7.6.03. And I just found what got to be one of the most bizarre 
bugs I have uncovered in the past few days.. There may not be a short way to 
describe this problem so here goes..

I have tested this bug on the Overview Console, of the ITSM applications 
(7.6.03 again), so that table field would be the ideal candidate if you want to 
reproduce it. I have only tested this on the Mid-Tier client.

Lets say for example sake, there are 4 entries displayed on the table field on 
the Overview Console..

INC0001
INC0002
INC0003
INC0004

Lets say I double click on INC0003 to open it and mark that incident as 
Resolved.

And when I get back to that overview console, I either right click on that 
table field and select Refresh OR I press the Refresh button on top of the 
overview console table to refresh the table field..

Expected Results:
The table field refreshes and now you are left with
INC0001
INC0002
INC0004

Great.. works as expected.

The Bug:
UNLESS, prior to double clicking on INC0003, the columns on the table 
field are resized.. I had resized almost all the columns from the mid-tier 
client, and then double clicked on INC0003 to open it. I then marked 
that incident as Resolved and closed that window after saving it. And then 
refreshed the table field on the Overview Console. All the previous 4 entries 
are still displayed as below..

INC0001
INC0002
INC0003
INC0004

HOWEVER, now when I double click on INC0003, the details of 
INC0004 is displayed on the new opened window..

AND if I click on INC0004, I get a null pointer exception...

This happens when I resize the table fields widths on the mid-tier client..

I haven’t tested this on the native User client but I think from past 
experience, it has no problems.. I’m pretty certain it works as expected on the 
User Client under both the circumstances described above...

Joe

PS: Could someone verify if this bug still exists on 7.6.04 or if it exists on 
earlier versions?

Another PS: This could be a potentially serious bug – I nearly closed the wrong 
ticket in a real world scenario. It’s a good thing I saw the ticket details 
before closing it, else if I had mechanically gone through the motions, I may 
have closed a wrong ticket.. What happened was after double clicking on 
INC0003, and seeing the status still on Pending, I thought maybe I had 
forgotten to save. So I tried to set it on Resolved and just before committing 
a save, noticed that it was not INC0003 but INC0004 that was 
opened up.. I would have accidentally ended up closing INC0004 too..
_attend

Re: Solid State Hard Drives

[Murnane, Phil]

Peter:

I have a habit of keeping a resource monitor (Windows 7 Resource Monitor or 
CentOS GNOME widget) running on my laptop at all times and of never using the 
host OS to do anything except run VMs.  Given sufficient RAM (8GB seems 
adequate), I've found that the hard disk is almost always the bottleneck in 
performance, especially when running more than one VM.

I've been considering buying an external esata enclosure with two 7200 RPM 
drives configured as RAID 0 for my work laptop.  I use a similar storage 
configuration on my home server, and the disk bottleneck is much reduced.

All that being said, SSDs have seemed pretty stable for the last couple of 
years.  If performance similar to the RAID 0 configuration can be achieved 
internally, then it would be _way_ more convenient than an external enclosure.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Friday, March 16, 2012 07:49
To: arslist@ARSLIST.ORG
Subject: Solid State Hard Drives

Hi All,

I couldn't get ITSM to run on my laptop which has an i7 processor and 8G RAM.

I recently upgraded it to 16G and replaced the hard drive with a 500GB SSD.

Now ITSM flies and I can run it and ADDM together in VM's and still do the 
normal document/email stuff.

Are SSD's now sufficiently stable to use in datacenter servers?

If so, would this help solve some performance issues?

I'm not responsible for any servers so am just asking out of interest.

Cheers

Peter

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Re: My first 7-up question

[Murnane, Phil]

Lars:

Welcome back - some of us old timers remember you. :)  IMO, the Data Management 
Tool provides basic functionality and is reliable.  It's build around a 
combination of Windows .bat (.cmd?) files, Microsoft Excel macros, and ARS 
workflow, and any of these three can be enhanced as desired.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of lars.j.petters...@vattenfall.com
Sent: Tuesday, February 28, 2012 14:02
To: arslist@ARSLIST.ORG
Subject: My first 7-up question

**
Hello, I'm back on arslist, long time ago. Now I belong to our 7-up management 
unit. Our home built system Tabasco is a dying application, but it has lived 
since -97:)
My question is: Is there any issues with Foundation/Data Management Tool/Data 
Wizard Console, or is this module working as expected. Direct SQL, or ars 
workflow?

Thanks in advance,

Lars


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Re: 7.6.04 SP3 - SW00391781

[Murnane, Phil]

Misi:

:D  Good catch!  Maybe BMC has advanced technology from space aliens that 
allows them to improve the efficiency of such queries?

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, February 07, 2012 10:02
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP3 - SW00391781

Hi,

In the Known issues in the AR System server 7.6.04 Service Pack 3 I found 
this thing:

SW00391781
In BMC Remedy AR System, the search operation using the leading wildcard 
character (%) is not as efficient as a complete string search or a trailing 
wildcard search.
For example, search for the %block string is less efficient than a search for 
either the block or block% strings.
To fix the issue, contact BMC Software Customer Support.
---

I thought that this was all due to database issues when doing LIKE searches. 
Indexes was never used when doing trailing searches. How can this be fixed?

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

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

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Re: ARS 7.6.03 performance problems

[Murnane, Phil]

Larry:

It's possible there's a memory leak in the particular version of the server 
demon you have.  Patrick's thought about patch levels is a good one - if that 
...Build 001... means patch 001, then you should download and install the 
latest patch.  August 2010 seems a bit old to me.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson
Sent: Friday, December 30, 2011 21:45
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.03 performance problems

** Hi Patrick,

Thanks for the link, but the Mid-tier isn't even running on the same hardware. 
The AR Server software running on the Solaris box is:

 AR Server 7.6.03 Build 001 201008170035

Here is additional memory information throughout the day, 5 minute intervals. 
Memory usage continues to increase for no apparent reason. Is this normal?

 S  UID   PID  PPID   C PRI NIRSS SZWCHANSTIME TTY 
TIME CMD
 S root 21007 21006   0  40 20 464456 473136? 05:00:39 ?   
9:30 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 468552 477232? 05:00:39 ?   
9:41 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 468552 477232? 05:00:39 ?   
9:45 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 472648 481328? 05:00:39 ?   
9:52 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 476968 485648? 05:00:39 ?  
10:04 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   1  40 20 481064 489744? 05:00:39 ?  
10:16 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 481064 489744? 05:00:39 ?  
10:23 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 485160 493840? 05:00:39 ?  
10:31 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 489256 497936? 05:00:39 ?  
10:35 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 489256 497936? 05:00:39 ?  
10:41 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 493352 502032? 05:00:39 ?  
10:50 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 497448 506128? 05:00:39 ?  
10:56 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 497448 506128? 05:00:39 ?  
11:05 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 501544 510224? 05:00:39 ?  
11:11 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 505640 514320? 05:00:39 ?  
11:18 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 505640 514320? 05:00:39 ?  
11:27 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 509736 518416? 05:00:39 ?  
11:36 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 513832 522512? 05:00:39 ?  
11:43 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 513832 522512? 05:00:39 ?  
11:51 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 517928 526608? 05:00:39 ?  
11:58 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 522024 530704? 05:00:39 ?  
12:04 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 522040 530720? 05:00:39 ?  
12:14 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 526136 534816? 05:00:39 ?  
12:20 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 530232 538912? 05:00:39 ?  
12:26 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 530232 538912? 05:00:39 ?  
12:36 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 534328 543008? 05:00:39 ?  
12:49 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  50 20 538424 547104? 05:00:39 ?  
12:57 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 538424 547104? 05:00:39 ?  
13:12 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 542520 551200? 05:00:39 ?  
13:18 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 558904 567584? 05:00:39 ?  
13:48 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 558904 567584? 05:00:39 ?  
14:02 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  48 20 558904 567584? 05:00:39 ?  
14:16 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 558904 567584? 05:00:39 ?  
14:24 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 558904

Re: ARS 7.6.03 performance problems

[Murnane, Phil]

Larry:

How much memory is the server demon using before the slowdown and then during 
the slowdown?

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson
Sent: Thursday, December 29, 2011 19:37
To: arslist@ARSLIST.ORG
Subject: ARS 7.6.03 performance problems

Hi Folks,

I am experiencing a performance problem on my 7.6.03 AR System. The problem 
gets worse over time. When the server is started, performance is fine. For 
example, it takes about one second to load a particular record in the Windows 
client and about two seconds to load the same record in the Mid Tier. However, 
if I load the same record later in the day, maybe after the server has been 
running for 12 hours, the time to load the same record is about twice as long.

If I restart the server process, response time returns to the original timings. 
This behavior is consistent whether the system is heavily loaded or lightly 
loaded, but the degradation seems to happen faster if the system is heavily 
loaded

The arserverd is running on a Sun SPARC-Enterprise-T5120 with 16 Gb of RAM. I 
have tried a variety of queue/thread configurations from minimal to way 
over-allocated. I have used Misi's fabulous RRR|Log tool and I see that there 
is absolutely no thread contention at all.
When the system is running, top shows:

90 processes:  86 sleeping, 3 stopped, 1 on cpu CPU states:  100% idle,  0.0% 
user,  0.0% kernel,  0.0% iowait,  0.0% swap
Memory: 16G real, 12G free, 509M swap in use, 11G swap free

So it appears that I have plenty of hardware.

I am pretty sure that it is not a database problem because I have analysed the 
SQL logs and the transaction times are consistent. The additional time between 
the short times and the long times appears to all be within the API time. That 
is to say, the time from beginning to end for any particular API call seems to 
increase while the embedded SQL transactions within the API calls stay 
relatively constant.

Does anyone have any suggestions on what to look for? Thanks for any insights.
Larry

ARS 7.6.03
Mid-tier 7.6.04
Solaris 10
Oracle 11.2.0...

Larry Robinson
Remedy Developer / Admin
NC State University

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Re: Ubuntu 11.10 Server 64 Bit

[Murnane, Phil]

Samuel:

I've done it on CentOS (a no-paid support clone of Red Hat), but I don't know 
if it would work on Ubuntu, with its Debian roots.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Samuel J Albury III
Sent: Friday, November 18, 2011 14:02
To: arslist@ARSLIST.ORG
Subject: Ubuntu 11.10 Server 64 Bit

Good day my colleagues. Has anyone had success installing and running ARS 7604 
on Ubuntu 11.10 64/32bit ? I know it's not on the compatibility matrix,  but a 
startup is looking at this as an option. It seems there are other attempts pre 
dating this post which attempted to use the older versions of Ubuntu. 

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Re: Email Error Message 362

[Murnane, Phil]

Mark:

You might also check whether /var/tmp is out of space.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Joe Martin D'Souza [jdso...@shyle.net]
Sent: Monday, November 14, 2011 13:39
To: arslist@ARSLIST.ORG
Subject: Re: Email Error Message 362

**

Have you checked the permissions of the file it is trying to attempt to open? 
You may have started the AR System as a different user leaving the file 
inaccessible to the current user that started the AR System.

Joe

From: Brittain, Markmailto:mbritt...@navisite.com
Sent: Monday, November 14, 2011 11:09 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Email Error Message 362

**
Good Morning,

Has anyone seen an error message like this in the AR System Email Error Logs? I 
have a couple of these and the numbers between RED and TMP are different. The 
mailbox is in the /var/mail directory.

Mailbox Name: Out_Going
Message Type: Severe
Message Number:  362
Message Text: Cannot find/open the directory file /var/tmp/RED6550561TMP

ARS 6.3 patch 20
SunOS 5.9
Oracle 9.2

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite – A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-317-2897



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
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ARS 7.6.04 Windows Load Balancer 2008 configuration

[Phil]

Hi,

I’m trying to set up a Remedy server group to load balance 2 app
servers behind a Windows load balancer 2008.

Remedy is configured to run on a specific port and the Windows load
balancer is configured with a port rule as follows:

Cluster operation mode: Unicast
Filtering Mode: Multiple Host
Affinity: None.

The Life span setting is enabled in Mid Tier.

I can succesfully connect to Remedy via the wlb but if I stop the
Remedy service on one of the app servers the WLB doesn’t appear to
recognise the service is down and still attempts to connect to the app
server which is down causing the login to fail.

What do I need to do to ensure the wlb won’t direct traffic a server
when the Remedy service is not running?

Thanks

Phil

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Re: Vertical Navigation Field

[Murnane, Phil]

LJ:

Adding to Claire’s good suggestion, I’ve started routinely clearing my browser 
cache every time I flush the mid-tier cache.  It seems to help a little (not 
always, though).

FWIW,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, October 27, 2011 14:51
To: arslist@ARSLIST.ORG
Subject: Re: Vertical Navigation Field

**
Did you clear the cache?  I have found that if I have viewed a form and not 
cleared the cache, I don’t see the changes.

Claire “super novice once again” Sanford

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, October 27, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Vertical Navigation Field

**
Ok….so I’m finally getting around to using my first vertical navigation field.  
I’m taking tons of buttons that exist on a form and I added all of them to the 
navigation field, created the Menus….found that I needed to save the form, exit 
out, and come back in before I could see my buttons in the navigation 
editor…moved everything where I wanted, it all looks good in the user tool, but 
when I go to my Mid-Tier I can see the field, and I can see the menus, but none 
of the buttons are there.  When I click on the toggle, it toggles…but nothing 
shows up.  I have checked and re-checked permissions (even though I’m logged in 
as an Admin) and everything is setup properly, but nothing is being made 
visible.  I have compared my vertical navigation field to the one on the Admin 
Console and it all looks the same…I need help from someone else who has done 
this before

ARS/MidTier – 7.6.4 SP1
SQL Server 2008
Tomcat 6.0.20
Windows 2003

TIA
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Re: Remedy on Demand - integrations

[Murnane, Phil]

John:

As long as you're using standard API clients, then OnDemand is no different 
than on-premesis -- it's just some application  mid-tier servers at the other 
end of a network (a VPN, usually).  For each integration, though; you'll have 
to open a change ticket with the OnDemand engineers so that they can perform 
analysis  approval processes.  After all, they have to manage their 
infrastructure, and any customization/integration that could impact capacity 
needs review  approval.

I've never specifically requested access to the application server filesystem, 
but I'm guessing they'd let you access certain folders via 
filters/escalations/API at a minimum.

FWIW,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, October 26, 2011 04:40
To: arslist@ARSLIST.ORG
Subject: Re: Remedy on Demand - integrations

OK - I'll bite -- is there a reasonably working SSO for RoD???





-John





On Oct 26, 2011, at 2:37 AM, John Baker wrote:

John,

You didn't ask if there was a (competent) Single Sign On solution?


John

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--
John Sundberg

Save the Date! First Annual KEG - Kinetic Enthusiasts Group
Feb. 29th - Mar. 2nd 2012 in Denver CO

For more information click here - KEG

Kinetic Data, Inc.
Building a Better Service Experience
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com

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Re: Opp Cats Prod Cats for 7.6.04

[Murnane, Phil]

Mike:

Search the arslist archives 
(http://listserv.rbugs.com/cgi-bin/wa.exe?S1=arslist) -- you'll find lots of 
good guidance on the subject.  Recently the age old debate - categorizations 
thread comes to mind.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Hocks
Sent: Thursday, October 13, 2011 12:22
To: arslist@ARSLIST.ORG
Subject: Opp Cats Prod Cats for 7.6.04

We are looking to give our Operational and Product Categories a face lift and I 
was wondering if anyone out there had some examples they would like to share, I 
know BMC usually provides a download for Prod Cats through the epd site but 
currently they do not have any downloads available for 7.6.04

Thanks a lot!,
-Mike

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Re: CMDB Relationship Docs

[Murnane, Phil]

Frank:

There are .html files in the CMDB installation folder that describe the 
classes; what they are and some tips as to what they are not.

Also, later versions (7.6.5+, IIRC) have descriptions in the Atrium Core 
Console's Class Manager (buried a few pages deep).

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Monday, October 03, 2011 09:43
To: arslist@ARSLIST.ORG
Subject: CMDB Relationship Docs

**
I remember seeing a document that describes each of the relationship types in 
the CMDB and example uses of each. if anyone has such a doc or knows its 
location please forward.

Thank you.

Frank
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Disable ITSM 7.6.04 Vendor-Restricted Access (60900)

[Phil]

The ITSM 7.6.04 Multi Tenancy states the following about the vendor-
restricted access function using field id 60900.


If vendor-restricted access is configured, the assignee support
company and the incident owner are used to populate field 60900 to
grant access, as described in “The role of field 60900” on page 39. If
vendor-restricted access is not configured, in this example, even if
John Support were assigned the incident, he could not view it. This
security feature is designed to prevent accidentally granting view
access if a request is accidentally assigned to someone who supports
the wrong company.

This appears to state that vendor-restricted access to tickets can be
disabled in ITSM 7.6.04 but searching throught the config guide etc I
cannot see any configuration options to disable vendor restricted
access, is it possible to disable this feature?


Thanks


Phil

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Re: arsignal -r in a server group

[Phil Bautista]

Ron,

 

Depending on the number of servers that you have in your server group, ten
minutes is not bad.  I have used this command in a small server group (two
servers) for a SIT environment and depending on the number of objects that
are required to be synchronized it rarely took less than ten minutes.  For a
production server group containing ten servers, it has taken significantly
longer.  While you may have experienced equal or lesser times to simply
restart the BMC Remedy Arserver service there are other processes that are
dependent on the service.  I would take a look a the dependencies on the BMC
Remedy Arserver service and perform some tests if you prefer to compare the
two options and gather comparable times and verify the additional dependent
functions to see if all of the services come up in the same time it takes
you to simply run the arsignal command.  I am betting it doesn't

 

You should be able to execute this command from the primary admin server in
the server group.  There should not be a need to go to each server to
perform the command.

 

Bottom line, this typically a much more efficient method to synchronize the
servers in your server group and should be capable of executing from your
admin server.  Ten minutes is exceptional for a production server group and
even for some development and test server groups.

 

Sounds like a great topic for a birds of a feather session at the upcoming
WWRUG11 or a question to ask at the Evening with Engineering!

 

Phil Bautista, WWRUG11 Advisory Board

512-731-0304 

 http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

 http://www.wwrug11.com/contact_phil.html
http://www.wwrug11.com/contact_phil.html

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Tavares
Sent: Wednesday, August 31, 2011 5:40 AM
To: arslist@ARSLIST.ORG
Subject: arsignal -r in a server group

 

** 

Looking for some expertise on using this little gadget.

 

I have been experimenting with using arsignal -r to recache the servers in
our server group, as an alternate to restarting the ar system service on all
the servers.  I'm thinking this will reduce the impact to the end users.
However, in my tests, executing this command hangs the server for about 10
minutes.  Is this normal?  Because for that matter, might as well just
restart the service.  Is there any advantace to using arsignal instead of a
restart.

 

Also, the documentation says to execute as follows arsignal -r server_name
where server_name is the name of the server that is to reload the
information, and that you can execute from any server.  So, I figure I can
execute it from the admin server, once for each server.   But I find that
this does not work, that I have to go to each server, and execute it from
there.  Is that correct?

 

ARS 7.1

 

Thanks,

.ron

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Re: arsignal -r in a server group

[Phil Bautista]

Ron,

 

That does make sense to me.  As Joe points out, the function dumps ALL cache
and then reloads it.  I am not certain but based upon what you found, the
cache may not have been completely refreshed from the restart of the server.
(Perhaps if I make enough steps out of bounds in answering you, Doug Mueller
himself will step in and correct me, or at least fill in the blanks )

 

If I remember (a big IF), perhaps I will bring up this issue at the WWRUG on
the night we meet with the Engineers (including Doug).  If I don't remember,
perhaps someone on the list will remind me when we are standing around the
BMC Engineering staff (I heard Darius is going to be there this year -
Again)!

 

One of the interesting things about what you are doing is that even when you
only suspect something may be wrong (like seeing a setting you would expect
to be refreshed with a restart or cache flush) it is most helpful, if time
allows (for non-production issues mainly) to capture - even if it is just a
screen shot - what you find before you perform the function that you think
may correct or otherwise impact the current conditions.  As you have
discovered, after the proposed fix is put in place it is often times
impossible to identify the root cause.  Taking data points along the way may
seem like a lot of work to do for very little return, but the fact that you
have theorized what you suspect may have been the cause is a good gut feel
indication that you were probably right.  The use of the resulting
documentation can be used by the rest of the team and put into a KB or other
repository that would otherwise go by the wayside.

 

As a consultant, it is truly valuable for me to leave my customers with
documentation of what was performed and why.  Although this may appear to
eliminate the need for them to hire you back, it actually works in your (and
their) favor.  Both parties benefit since they not only have the work
product and supporting documentation of your efforts, but you instill a
level of trust with all those you interact with.  Good in case they want to
call you back for more work as well as leaving a trail of great references
JJ

 

Phil Bautista, WWRUG11 Advisory Board

512-731-0304

Social -  http://www.facebook.com/phil.bautista
http://www.facebook.com/phil.bautista

Business -  http://www.linkedin.com/in/philbautista
http://www.linkedin.com/in/philbautista

WWRUG11 -  http://www.wwrug11.com/contact_phil.html
http://www.wwrug11.com/contact_phil.html

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Tavares
Sent: Wednesday, August 31, 2011 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: arsignal -r in a server group

 

** 

Thanks for the info Phil.  Interesting that you should say that a much more
efficient method to synchronize the servers.  Because I believe the
arsignal was successful at caching some settings that were out-of-sync,
which a regular ar restart was not able to capture.  Though I can't confirm
that.  But it was regarding the Menu Access settings in the view properties.
Example,  Search option was turned off, yet the search button appeared on
the Incident form.  This remained the case for about a year, ar server
restarts never caught this, until I ran the arsignal.  Or at least that is
my theory.  Does this make sense to you?

 

.ron

On Wed, Aug 31, 2011 at 9:58 AM, Phil Bautista bauti...@bullcreek.com
wrote:

** 

Ron,

 

Depending on the number of servers that you have in your server group, ten
minutes is not bad.  I have used this command in a small server group (two
servers) for a SIT environment and depending on the number of objects that
are required to be synchronized it rarely took less than ten minutes.  For a
production server group containing ten servers, it has taken significantly
longer.  While you may have experienced equal or lesser times to simply
restart the BMC Remedy Arserver service there are other processes that are
dependent on the service.  I would take a look a the dependencies on the BMC
Remedy Arserver service and perform some tests if you prefer to compare the
two options and gather comparable times and verify the additional dependent
functions to see if all of the services come up in the same time it takes
you to simply run the arsignal command.  I am betting it doesn't

 

You should be able to execute this command from the primary admin server in
the server group.  There should not be a need to go to each server to
perform the command.

 

Bottom line, this typically a much more efficient method to synchronize the
servers in your server group and should be capable of executing from your
admin server.  Ten minutes is exceptional for a production server group and
even for some development and test server groups.

 

Sounds like a great topic for a birds of a feather session at the upcoming
WWRUG11 or a question to ask at the Evening with Engineering!

 

Phil Bautista, WWRUG11 Advisory Board

512-731-0304

Friday Humor

[Murnane, Phil]

All:

I received an email this week requesting a report of all upcoming scheduled and 
unscheduled maintenance.

:)
--Phil

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Friday Humor - 2

[Phil Bautista]

A U.S. Congressman was seated next to a Remedy Consultant on an airplane so
he turned to him and said, Do you want to talk? Flights go quicker if you
strike up a conversation with your fellow passenger.

Obviously annoyed, the Remedy Consultant, who had just started to read his
7.6.04 upgrade document, replied to the total stranger, What would you want
to talk about?

Oh, I don't know, said the congressman. How about global warming,
universal health care, or the debt ceiling? as he smiled smugly.

OK, he said. Those could be interesting topics, but let me ask you a
question first. A horse, a cow, and a deer all eat the same stuff - grass.
Yet a deer excretes little pellets, while a cow turns out a flat patty, and
a horse produces clumps. Why do you suppose that is?

The legislator, visibly surprised by the Remedy Consultant's intelligence,
thinks about it and says, Hmmm, I have no idea.

To which the Remedy Consultant replies, Do you really feel qualified to
discuss global warming, universal health care, or the economy, when you
don't know poop?

 

Think about this when you are on your plane to DC for WWRUG11 in September!

 

Phil Bautista, WWRUG11 Advisory Board

512-731-0304

http://www.linkedin.com/in/philbautista

 http://www.wwrug11.com/contact_phil.html
http://www.wwrug11.com/contact_phil.html

 


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Re: Adding Custom Attributes to Base Element

[Murnane, Phil]

Doug:

As always, thanks for sharing your knowledge.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Mueller, Doug [doug_muel...@bmc.com]
Sent: Tuesday, July 26, 2011 11:19
To: arslist@ARSLIST.ORG
Subject: Re: Adding Custom Attributes to Base Element

**
Everyone,

I wanted to send a quick response to this note as it is describing something 
that is completely inconsistent
with expectations and with what we are in fact seeing happening in customer 
sites.

An upgrade of the CMDB does not remove ANY classes or attributes you may have 
added to the system
(OK, if you have added a custom attribute to a class that is being removed, 
there is an issue but even there,
we have logic that is set up to not remove the class and to leave it as a 
custom class because it sees that
there is an extension if possible).

We have many customers who have extended the class structure -- everything from 
adding new items to
base element to adding new classes to adding attributes to existing classes.  
They have no issue with those
extensions or customizations during an upgrade.  We do not delete custom 
extensions.

Now, we do suggest you really check to see if you need a customization before 
making it, but if you do the
work and find you do need the extension, it is fully supported and upgrades 
work just fine.


Where there are some issues and some rework was needed in the past is with 
Asset views and layouts.
When the CMDB extended something in the release, new Asset views would be 
created and when you
upgrade, they overwrite the views you have.  This means that you could end up 
with issues of your extended
fields disappearing from the Asset views.  They are still there in the CMDB.  
All the data is still present in
them.  But, the fields don't show on the Asset views.  You would need to go 
back and update your Asset
views for the classes to get your custom fields to show again.

With the overlay feature of the 7.6.04 release, you can control this problem.  
There will be additional
improvements in upcoming releases to make this even easier.  And, over the next 
couple releases, some
restructuring of the way Asset Management works to eliminate the issue 
completely by streamlining the
interaction of Asset and CMDB.  But, these are all details to clean up an 
annoying maintenance issue for
the layout of screens.


To my knowledge, we have not lost any custom fields or classes for any 
customers.  If anyone has seen that
occur during an upgrade, this should be immediately reported to the support 
team and worked as a bug.  As
other users have posted to this thread, they have extended the base class and 
gone through several
upgrades with no issues or problems with any customization/extension of the 
class model -- including
extensions to base element.


I just wanted to get a note out there clarifying what the expectations are and 
noting that we do not have any
issues with customers in general loosing custom/extended classes or attributes. 
 You can safely extend
attributes and classes in the CMDB and they will be held across upgrades.  
(still do verify that you really
need the extensions before you make them of course)

Doug Mueller


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: Saturday, July 23, 2011 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding Custom Attributes to Base Element

**
Let me explain how this will work, for those of you who have not gone through 
an upgrade.
The reason best practice is to add a custom class (outside of BMC.CORE) and add 
your own attributes to that custom class, with custom field ID ranges is 
because when you upgrade it will only keep these additions made this way.  
That's why I stated I'd recommend you do not add them to Base Element.  
Instead create your own custom Class and add those attributes to that class.  
Otherwise, your next upgrade will be a nightmare.

When you upgrade (which is inevitable) the Common Data Model is constantly 
changed and adapted.  They will completely restructure all of the classes in 
BMC.CORE. Therefore, if you add custom fields to Base Element the upgrades will 
remove them.  I have been through several upgrades and personally witnessed 
this.  Obviously, if you have hundreds of thousands of records in these 
attributes you are up a creek with out a paddle.  Patches sometimes will remove 
custom fields too.

I know the road you are wanting to go down seems easier right now.  But it will 
be a nightmare in the future.  I would also recommend reading the book about 
How to Create a CMDB from the ground up.  I have been through that mistake also.

Take care and obviously your environment and situations will dictate your 
decisions.  Good luck.






From: Mahesh mchand...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Friday, July 22, 2011 2

WWRUG11 Call for papers coming to a close on 7/15/11 - This Friday!

[Phil Bautista]

Dear Listers,

 

I got five more submissions since the last announcement and know of at least
one more on the way (you know who you are. J)! 

 

Just a reminder that the WWRUG11 Call For Papers ends this Friday along with
the discounted registration rate of $1250, so if you have not submitted your
topic yet, there are only a couple of days to do so.

 

See you all in D.C. this September,

 

Cheers, 

 

Phil Bautista, WWRUG11 Advisory Board

512-731-0304

http://www.linkedin.com/in/philbautista

 http://www.wwrug11.com/contact_phil.html
http://www.wwrug11.com/contact_phil.html

 


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WWRUG11 Technical Sessions - Partial Topic List and Announcing the Close of Submissions

[Phil Bautista]

Dear Listers,

 

Just wanted to give you a preview of some of the Technical Sessions we have
accepted and encourage you to submit your topic if you don't see it on the
list.  We will be closing the Call for Papers next week on the 15th of July.
We have some really great topics so far, and I am sure there are others that
just haven't gotten around to getting their topic in yet (so you better
hurry!).

 

For those of you who have asked, we now have a discounted rate for the
conference of $1250USD for those whose topics get accepted to present in
Washington, D. C. this year!

 

Here is the link to submit your topic:
http://kineticsr.kineticdata.com/kinetic/DisplayPage?srv=KS00D0B7A9C485fUvXS
wtEhGHAjlFt

Here is the link to the Conference: http://www.wwrug11.com/

 

We look forward to seeing you in September!

 


. BMC IT Business Management 


. AR System Applciations - Is Social Networking friend or foe? 


. The Remedy Data Wrangler's Adventures in Archiving 


. Upgrading Remedy ITSM from 7.1 to 7.6.04 @ Yum! Brands 


. Case Study: How to Normalize Data for the Purpose of Reporting
(The Magic Blender) 


. AR System integration with Atrium SSO 


. Overlays and how it helps make upgrades a smoother, faster and
reliable experience without losing any customizations.


. Custom Apps  Official Suites can they appropriately coexist? 


. RRR|Licens - Best Return On Investment at WWRUG10. Learn how to
add users, not Remedy or ITSM licenses.


. Best practices for Integrating BMC Atrium to Third Party Products 


. Save time and improve quality using ARSmarts workflow navigation
solution and new data management module


. Clustering the Mid-Tier Web Application for High Availability 


. Data Management Tool - Tips, Trick and Traps 


. Performance Management of BMC Remedy AR System Based Applications 


. Using BMC Remedy ITSM Suite for Cyber Security Incident Handling. 

. Gathering Requirements for BMC Service Request Management

 

 

Phil Bautista, WWRUG11 Advisory Board

512-731-0304

http://www.linkedin.com/in/philbautista

 http://www.wwrug11.com/contact_phil.html
http://www.wwrug11.com/contact_phil.html

 


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