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

[Randeep Atwal]

Doug.  So long and thanks for everything you have done for so many of us in
the Remedy community.

It is a bit mind boggling to this day that the platform architecture
continues to evolve on the original technical foundation you set in
motion.

And you have always been such a great person to talk to anyone in the
community, and meet them where they are.  Every conversation with you was
truly an opportunity to learn something, which is something that is getting
rarer and rarer these days.  Thanks for the inspiration!

I hope you can continue your pursuit of happiness, in this next chapter of
your life

All of my best wishes..

Randeep Atwal


On Wed, Oct 2, 2019 at 2:46 PM  wrote:

> 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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> https://mailman.rrr.se/cgi/listinfo/arslist
>
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Re: Regarding MS SQL Server to Oracle Migration

[Randeep Atwal]

I have nothing against Oracle, but just thought I'd mention that you could
maybe look into running SQL Server 2017 since it's now available for Linux
as well as Windows, if your DBA's are ready for it.  Remedy 9.x uses JDBC
drivers to connect to the DB so it might be ok.



On Mon, Mar 5, 2018 at 9:05 AM, Mohamed Kamruzzaman <
mohamed.kamruzza...@alderstone.com> wrote:

> Hi Vinod,
>
> Hope you are well. This is a scenario we have helped many customers with.
> As Gavin mentioned the Alderstone CMT solution can migrate data from MSSQL
> to Oracle at the database level maintaining all relationships and data
> integrity as well as doing all necessary conversation for the database
> particulars.
>
> We had one customer who spent 12 months trying to develop and model the
> Remedy data model, after which they reached out to us and we were able to
> migrate from SQL to Oracle in a couple of months.
>
> Let me know if this is of interest. Feel free to reach out.
>
> Thanks
> Mohamed
>
> ——
> Mohamed Kamruzzaman
> Alderstone Consulting
> Personal Meeting Room 
> mobile: +1 650 308 4633 <(650)%20308-4633>
> skype: mkamruzzaman
> email: mohamed.kamruzza...@alderstone.com
>
> Revolutionise your management of BMC Remedy ITSM Services with CMT
> 
>
> On 5 Mar 2018, at 6:03 PM, Gavin Coleman 
> wrote:
>
> Have you looked at Alderstone's CMT product? I've used this before and can
> recommend it. It's blindingly fast and can perform data transformation as
> well.
>
> https://www.alderstone.com
>
>
>
> On 5 Mar 2018 4:55 pm, "Vinod Gaidhani"  wrote:
>
>> Hi Team,
>>
>> We are planning to migrate from Microsoft to Linux [8.1 to 9.1] and as
>> part of this, we will have to move to Oracle as well. Can anyone please
>> share approach/experience of doing this at Database level using DBA
>> utilities. Or there is no otherways but do it at API level only because of
>> the way data handled in both databases [for LOBs/etc]
>>
>> We have explored multiple tools which handles this at API level but 650GB
>> data seems to be lot to be handled and verify by any tools out there.
>>
>> Thanks,
>> Vinod Gaidhani.
>>
>>
>> --
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>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
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>
>
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Re: Loadbalancer traffic distribution question

[Randeep Atwal]

 If you have restarted all of your arservers, without the right settings,
all of your mid-tiers might be still connecting to just the first ARServer
you started up. one way to trigger a rebalance is to click on 'Balance Now'
from the mid-tier config pages.

May I ask how are you determining an even distribution of users?

If you look at the license review form by connecting to each ARServer
individually,  you should see all users across all AR servers if you are
using round robin and have removed persistence. What you want to pay
attention to is the 'last accessed time' - a user can show up in all
ARServers, due to the round-robin configuration, if they are a floating
user, they will still only consume one floating license.


On Fri, Feb 2, 2018 at 11:40 AM, Thomas Miskiewicz 
wrote:

> Thank you all for your valuable contributions!
>
> We asked to remove the persistence on the LB and we no see an even
> distribution of users on all AR Server.
>
>
> *https://docs.bmc.com/docs/display/public/ars81/Configuring+a+load+balancer+with+a+firewall%2C+web+servers%2C+a+second+load+balancer%2C+and+multiple+AR+System+servers*
> 
>
>
> *For versions 7.6.04 or later, BMC recommends configuring the load
> balancer that is located between the web servers and BMC Remedy AR System
> servers **without setting a sticky bit**.*
>
>
> Thomas
>
> On Feb 1, 2018, at 8:00 PM, LJ LongWing  wrote:
>
> But you can see in the screenshot that the maximum for each is in the
> 30's, so from that it seems to me that the LB is able to recognize unique
> individuals coming across and not treating the Mid-Tier server as a whole
> as a single userbut I do agree with you that there is 0 reason to have
> the 3 min 'sticky'that will do nothing but cause sticking, which is
> unnecessary for the ARServer, and potentially detrimental at the same time.
>
> On Thu, Feb 1, 2018 at 11:04 AM, Misi Mladoniczky  wrote:
>
>> Hi,
>>
>> So if you have say 4 mid-tiers and 4 remedy-servers and 100 users.
>>
>> The first load balancer will dirstribute the 100 users to something like
>> 25 per mid-tier server.
>>
>> The load balancer between mid-tiers and the remedy-servers will see only
>> 4 "users", which is the 4 mid-tiers. It is not inpossible that these 4
>> users might end up with 1 or 2 remedy-servers only if you have a 180 second
>> timeout. If you have 100 real users chatting there will seldom be a 180
>> second silence on any one mid-tier server, which is what would be required
>> for the mid-tier server to be directed at a new server.
>>
>> Why not do a complete round-robin thing without any 180 second timeout?
>>
>> 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
>>
>>
>>
>>
>>
>> February 1, 2018 5:03 PM, "Thomas Miskiewicz" > <%22thomas%20miskiewicz%22%20%3ctmisk...@gmail.com%3E>> wrote:
>>
>> Hey LJ and thank you for the prompt reply.
>> Talked to them already. We’re using round robin. I’m not an expert on LB
>> but my understanding was that we would have about an equal amount of users
>> on all AR Servers using it.
>> The guy explained that once you connect there is a time out of 180
>> seconds. If you do something within the 180 seconds you will end up on the
>> same server. If you don’t they will balance. Sounds plausible. Any yet
>> what’s the likelihood that people then will be balanced on the second box
>> and not the third.
>> Does anyone there use round robin as well? How do your users get
>> distributed? What are you Mid Tier settings, connection settings in
>> particular?
>> Thomas
>>
>>
>> On Feb 1, 2018, at 4:49 PM, LJ LongWing  wrote:
>> Thomas,
>> You'll need to work with the LB team to identify what distribution method
>> they are usingcommon options are 'round robin' in which it just simply
>> points everything at each server in turn, 'least connections' where it
>> tries to analyze how many are 'currently' connected to each node and send
>> the traffic to the one with the least current loadyou'll also want to
>> check and verify that the monitor that you are using to determine if a node
>> is online or not is functioning properly because if the LB monitor says a
>> node is down, it obviously won't send any traffic to it...but if that
>> monitor is faulty, it might be up and running but not reporting as online
>> and can cause the scenario you described...
>> On Thu, Feb 1, 2018 at 8:44 AM, Thomas Miskiewicz 
>> wrote:
>>

Re: Loadbalancer traffic distribution question

[Randeep Atwal]

>From the Mid-Tier side, you also might want to review your setttings as
described here to work with the load balancer settings:

https://docs.bmc.com/docs/display/public/ars81/Configuring+the+mid+tier+connection+pool

https://docs.bmc.com/docs/brid91/en/configuring-the-mid-tier-connection-pool-610403150.html

On Thu, Feb 1, 2018 at 8:16 AM, Aspari Sunil Kumar 
wrote:

> There isn't much can be done in mid tier.this is purely LB team need to
> analyse what is going wrong . Need to sit with them and see why all the
> connections are going to one server in reality with the help of logs.. we
> had strange problem recently that on 2 AR servers we used to see same set
> of users .. we fixed this after lot of analysis with LB team
>
>
> On Feb 1, 2018 7:09 PM, "LJ LongWing"  wrote:
>
> I've always preferred to use least connections personally, but from what
> I've read of the docs they recommend round robinbut round robin doesn't
> explain how your LB would be putting everyone on one node...it should
> literally go 1, 2, 3, 1, 2, 3 for new connections, and as you discussed,
> keep you on your current server if you are within the timeout, but you
> should have fairly even load across nodesdo they keep logs of the
> monitor activity so you can review if the monitor is reporting a server as
> down during specified periods?  What monitor style are you using, ping,
> tcpip port, something else?
>
> On Thu, Feb 1, 2018 at 9:00 AM, Thomas Miskiewicz 
> wrote:
>
>> Hey LJ and thank you for the prompt reply.
>>
>> Talked to them already. We’re using round robin. I’m not an expert on LB
>> but my understanding was that we would have about an equal amount of users
>> on all AR Servers using it.
>>
>> The guy explained that once you connect there is a time out of 180
>> seconds. If you do something within the 180 seconds you will end up on the
>> same server. If you don’t they will balance. Sounds plausible. Any yet
>> what’s the likelihood that people then will be balanced on the second box
>> and not the third.
>>
>> Does anyone there use round robin as well? How do your users get
>> distributed? What are you Mid Tier settings, connection settings in
>> particular?
>>
>>
>> Thomas
>>
>>
>>
>> On Feb 1, 2018, at 4:49 PM, LJ LongWing  wrote:
>>
>> Thomas,
>> You'll need to work with the LB team to identify what distribution method
>> they are usingcommon options are 'round robin' in which it just simply
>> points everything at each server in turn, 'least connections' where it
>> tries to analyze how many are 'currently' connected to each node and send
>> the traffic to the one with the least current loadyou'll also want to
>> check and verify that the monitor that you are using to determine if a node
>> is online or not is functioning properly because if the LB monitor says a
>> node is down, it obviously won't send any traffic to it...but if that
>> monitor is faulty, it might be up and running but not reporting as online
>> and can cause the scenario you described...
>>
>> On Thu, Feb 1, 2018 at 8:44 AM, Thomas Miskiewicz 
>> wrote:
>>
>>> Hi Listers,
>>>
>>> we got a physical load balancer before the Mid-Tier servers and a
>>> logical load balancer between the Mid Tier and our AR Servers.
>>>
>>> We noticed that on some days all the users land on only one AR Server.
>>> On other days two. What’s the reason behind it? What do we need to
>>> configure and to enforce equal distribution?
>>>
>>>
>>> Thomas
>>> --
>>> ARSList mailing list
>>> ARSList@arslist.org
>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>>
>>
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>>
>>
>>
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>>
>
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Re: Filter Firing

[Randeep Atwal]

If you're not already doing it, considering that you want to have minimal
impact on users hitting the server you are running on, the normal
recommendation is to use an RPC private thread to isolate the load to that
thread, and not compete with Fast/List threads that are taking user
workload.

On Fri, Jan 12, 2018 at 1:24 PM, Brian Pancia  wrote:

> I'd have to do testing on the times.  The times were guestimates just to
> state there was a big difference, but not exact.  10 records today could
> take x minutes and tomorrow take y minutes.  It just depends on what's
> coming in.  Some records update no records and others update n records.  I
> believe we had 904k records process in 55 minutes, which is pretty fast.
> If each record updates 10 other records than the process is still pretty
> fast because now you have 9 million records/updates processing in 8 hours.
> I'm not as worried about the validation process, which could take a while
> if done using a staging method.  I was looking more performance from
> average users on the system by pushing that processing off to another
> server.  It sounds like the 2 ways to do that is run the import on a
> backend admin type server or use a staging method and have escalations run
> on a backend admin type server.  This would mean at minimum the server
> architecture should include 2 application servers, one for users and one
> for admin functions (which is ideal, but not always guaranteed).  With
> escalations I could still have a user import to one server and run the
> escalations to trigger filters on the backend admin server based on server
> rankings.  I couldn't run the import tool on server x though and fire the
> filters on server y, which would process the import in a quicker time
> because it's not waiting for all the actions to happen and have minimal
> impact on users that are hitting server x.  I'm not sure if being able to
> specify where filters fire would be super useful, an impossible dream, or
> not really useful.
>
>
> --
> *From:* ARSList  on behalf of LJ LongWing <
> lj.longw...@gmail.com>
> *Sent:* Friday, January 12, 2018 2:58:30 PM
> *To:* ARSList
> *Subject:* Re: Filter Firing
>
> 1 million in 1 vs 8 hours though?that's quite a bit of delayI've
> done the 'staging' method on imports before, as you said, have them give
> you a file and process it in the background...notify them when the import
> is done, let them 'approve' the records, then move them into the actual
> form...yea, I've done that before and it helps with user perceptions of the
> system.there must be something that can be done with the filters and
> indexesgoing from .0036/record to .029 is QUITE a shift in amount of
> time to process.
>
> On Fri, Jan 12, 2018 at 12:48 PM, Brian Pancia 
> wrote:
>
> Mike/LJ,
>
>
> Thanks for the quick response.  That was my assumption of filter firing.
> Would be nice to be able to rank filters in the server ranking form and
> setup pools like escalations.  Even better would be to setup server
> rankings based on pools.
>
>
> Currently I'm having a small set of users that can import data using the
> import tool.  The difference can be 1 hour without firing the filters
> versus 8 hours firing filters.  A bunch of variations in between depending
> on the data.  A lot of checks and balances going on in the background.  I
> could potentially standup a import server, so that everything runs on the
> import server which would eliminate any user impact from the mid-tier.
> That still leaves me with 1 hour versus 8 hours.  That's where an
> escalation saves time for the end user doing the import.  I could also
> setup a quick attachment field that they could save the file to the server
> and have workflow check for a file and import it or use AIE.  The time to
> process is the same, but now instead of the user monitoring it, the process
> is done in the background.  I would probably need to put in some type of
> validation notification then letting someone know that it was complete and
> everything is good.  I've looked at the indexing and it looks pretty good.
> 1 million records just takes a little time to process.
>
>
> Thanks,
>
>
> Brian
>
>
> --
> *From:* ARSList  on behalf of Mike Galat <
> michael.ga...@caretech.com>
> *Sent:* Friday, January 12, 2018 2:06:27 PM
> *To:* 'ARSList'
> *Subject:* RE: Filter Firing
>
>
> Hi Brian –
>
>
>
> It has always been my experience that filters run on that initiated them.
> So, if initiated by an end user due to an action they took, filters would
> run on the AR server that they are connected to at the time.  Filters that
> are initiated due to an escalation would run on the server where
> escalations are configured (via the ranking form for a server group).
>
>
>
> Thanks,
>
> Mike
>
>
>
>
>
>
>
> *From:* ARSList 

Re: Is there a state of the art way to prevent unauthorised access to Form Views in Mid Tier?

[Randeep Atwal]

Check out this configurable approach.
https://docs.bmc.com/docs/ars91/en/specifying-an-actor-based-form-view-609071116.html

It's not permissions, based and as mentioned on thread, you would want to
control permissions at the field level.

But I think this approach would accomplish what you want without the active
link approach..

On Fri, Nov 17, 2017 at 8:47 AM, LJ LongWing  wrote:

> **
> as long as your permission model is secure then letting them into that
> view won't give them access to something they shouldn't have access
> tothen it shouldn't be an issue for them to be therebut, the method
> outlined before will prevent it nonetheless if that's your wish :)
>
> On Fri, Nov 17, 2017 at 9:17 AM, Thomas Miskiewicz 
> wrote:
>
>> **
>> Well they don’t bave access to the things they shouldn’t have to but I
>> don’t want them to event get to those thing they don’t have access to...
>>
>> On Fri 17. Nov 2017 at 17:15, LJ LongWing  wrote:
>>
>>> **
>>> No, it's more of a factor of 'what is in the admin view what they
>>> shouldn't have access to'...and should you change permissions to those
>>> elements so that even if they make it into the Admin view, that they don't
>>> have access to the things they shouldn't have access to :)
>>>
>>> On Fri, Nov 17, 2017 at 8:57 AM, Thomas Miskiewicz 
>>> wrote:
>>>
 **
 You mean separating the admin and user views into two different forms?

 On Fri 17. Nov 2017 at 16:55, LJ LongWing 
 wrote:

> **
> Thomas,
> This is my favorite topic of 'security through obscurity'.if the
> method that things are secured is by simply not 'showing them' to the
> user...or, putting them behind a curtainthen it's not truly security.
> I believe what Misi is saying is that by creating an AL that prevents the
> user from getting to this particular view, you are trying to secure it by
> putting it behind a curtain.if there are elements on the view that you
> don't want the users to have access to, then they shouldn't have
> permissions to themthis would prevent them from wreaking any havoc
> because even if they had access to the view, they wouldn't be able to do
> anything they didn't have permission to do anyway...
>
> On Fri, Nov 17, 2017 at 8:47 AM, Thomas Miskiewicz  > wrote:
>
>> **
>
> Oh yea? Please elaborate.
>>
>> On Fri 17. Nov 2017 at 16:46, Misi Mladoniczky  wrote:
>>
>>> If you have to rely on GUI functionality to do this, one could argue
>>> that your permission strategy is faulty to start with...
>>> /Misi
>>>
>>> Thomas Miskiewicz  skrev: (17 november 2017
>>> 14:42:20 CET)

 ** Hello there,
>>>
>>>
 I have *Form A* with *User View* and *Admin View*. How can I
 prevent unauthorised access to the Admin View?

 If there is no configurable state of the art way maybe you have an
 elegant idea how to achieve it?


 Thank you

 Thomas

>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> --
>>> sent from my Android-unit with K-9 Mail.
>>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
 _ARSlist: "Where the Answers Are" and have been for 20 years_

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

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Re: What's the NextId?

[Randeep Atwal]

Other idea(s)

Idea 1
For just the Request ID instead of looping a table field, you can include
it statically in the subject and/or body line of the email.  Since notify
actions run after the  database commit occurs.  You lose the template
niceties for this one field, but I think it's manageable since all
notifications need a reference ticket usually, and having it in the same
format is realistic.

2 Create a new field for Incident ID - separate from the system generated
Request ID (FieldID 1) Since you are talking about using Request ID I guess
you are not using the BMC ITSM, app, and this is a custom app.  But there
is nothing to stop you creating push field filter workflow that creates a
unique Incident Number in phase 1 filter processing that would be
available.  You would create a form that does nothing but generate numbers,
and use $LASTID$ to get the number This would likely be painful to retrofit
if you already have lots of references to the request id all over the place.



On Thu, Oct 12, 2017 at 10:43 PM, Thomas Miskiewicz <tmisk...@gmail.com>
wrote:

> **
> Randeep, we don’t like the out of the box email templates so we’ve build
> our own app. In that Workflow I loop through a table field to replace
> variables of a template with the ticket data. Overwriting the filter phases
> means I don’t have access to the Request ID when I need to send the
> notification. Ticket $Request ID$ has been created ends up being Ticket
> has been created.
>
> Answering your question we arrive at another problem in BMC Remedy: no
> control over filter phases for the user.  Why cannot I postpone Notify to a
> later phase on demand?
>
> It looks like I got two options left:
>
> 1. Set block size to 1
>
> 2. Instead of sending that email immediately push it to a staging form and
> run an escalation to send emails after the holy grail Request-ID is finally
> there.
>
> 3. Any other ideas?
>
> On 13. Oct 2017, at 04:08, Randeep Atwal <ratwals...@gmail.com> wrote:
>
> **
> Rick, everything that generates NextID's must come through an ARSystem
> server so I don't know what you mean when you say 'If you have multiple
> outside entities creating large number of records at once'
>
> All requests go through the AR Server.
>
> I would theorize that you may have other factors in play once you remove
> the NextID bottleneck by using chunks of 100.  Something to bear in mind is
> that by chunking NextID's, you cause the scalability of the system to go up
> (i.e. more records per second getting created) - but the per record
> response time under high load is likely to go down (due to the system being
> under heavy load, other downstream constraints such as CPU/Disk Speed start
> to appear, where they would not appear if the NextID bottleneck was in
> place)  It effectively acts as a throttle.  So your results could be easily
> misinterpreted.
>
> I would think a way to confirm this is to generate parallel load from a
> high number of worker threads, and time how long it took to reach the same
> number of records created with 1 or 100 for the NextID chunk size.   Then
> compare the times.  Anyway, we are off on a tangent from the original topic
>
> Thomas, I am actually curious as to why you want to know a nextid.  What
> Abhijeet said explains why it doesn't make sense to ask for it, but often
> in workflow scenarios, where you want to generate something unique and
> refer/tie back to something else.  you are better off using
> Application-Generate-GUID [" *GUIDPrefix*" ]
>
>
>
>
>
>
> On Thu, Oct 12, 2017 at 5:27 PM, Rick Cook <remedyr...@gmail.com> wrote:
>
>> **
>> Abhijeet, my results were repeated and conclusive.  Here is the only
>> logical explanation for my findings that makes sense:
>>
>> There is a time cost to the DB call for Entry IDs.  The cost increases
>> incrementally the more that are requested at once.  The thought is that 100
>> individual requests will take substantially more time than retrieving 100
>> IDs in one request.  That thought has been proven to be correct - it's why
>> the feature was added. However, the difference in time was tested against a
>> system that had multiple sources (NMS) attempting to grab multiple Entry
>> IDs at the same time, not a normal system without those multiple outside
>> requests, because it was the first environment that was reporting the
>> problem with performance.
>>
>> On a system where the volume of IDs is high enough to cause a system
>> bottleneck at the DB ID request, *which requires multiple simultaneous
>> requests from different sources*, that bottleneck costs more additional
>> time than is lost by the increased time it takes to request multiple 

Re: What's the NextId?

[Randeep Atwal]

Yes i have :-)  All those event systems send events to the arserver.

On Oct 12, 2017 7:19 PM, "Dave Shellman" <adshell...@gmail.com> wrote:

> **
> Randeep,
>
> It seems that you have never worked in an environment where HPOV or other
> monitoring applications flood a server with events within a short period of
> time that generate hundreds/thousands of records in a short period of time.
>
> Dave
>
> On Thu, Oct 12, 2017 at 10:11 PM Randeep Atwal <ratwals...@gmail.com>
> wrote:
>
>> **
>> Rick, everything that generates NextID's must come through an ARSystem
>> server so I don't know what you mean when you say 'If you have multiple
>> outside entities creating large number of records at once'
>>
>> All requests go through the AR Server.
>>
>> I would theorize that you may have other factors in play once you remove
>> the NextID bottleneck by using chunks of 100.  Something to bear in mind is
>> that by chunking NextID's, you cause the scalability of the system to go up
>> (i.e. more records per second getting created) - but the per record
>> response time under high load is likely to go down (due to the system being
>> under heavy load, other downstream constraints such as CPU/Disk Speed start
>> to appear, where they would not appear if the NextID bottleneck was in
>> place)  It effectively acts as a throttle.  So your results could be easily
>> misinterpreted.
>>
>> I would think a way to confirm this is to generate parallel load from a
>> high number of worker threads, and time how long it took to reach the same
>> number of records created with 1 or 100 for the NextID chunk size.   Then
>> compare the times.  Anyway, we are off on a tangent from the original topic
>>
>> Thomas, I am actually curious as to why you want to know a nextid.  What
>> Abhijeet said explains why it doesn't make sense to ask for it, but often
>> in workflow scenarios, where you want to generate something unique and
>> refer/tie back to something else.  you are better off using
>> Application-Generate-GUID [" *GUIDPrefix*" ]
>>
>>
>>
>>
>>
>>
>> On Thu, Oct 12, 2017 at 5:27 PM, Rick Cook <remedyr...@gmail.com> wrote:
>>
>>> **
>>> Abhijeet, my results were repeated and conclusive.  Here is the only
>>> logical explanation for my findings that makes sense:
>>>
>>> There is a time cost to the DB call for Entry IDs.  The cost increases
>>> incrementally the more that are requested at once.  The thought is that 100
>>> individual requests will take substantially more time than retrieving 100
>>> IDs in one request.  That thought has been proven to be correct - it's why
>>> the feature was added. However, the difference in time was tested against a
>>> system that had multiple sources (NMS) attempting to grab multiple Entry
>>> IDs at the same time, not a normal system without those multiple outside
>>> requests, because it was the first environment that was reporting the
>>> problem with performance.
>>>
>>> On a system where the volume of IDs is high enough to cause a system
>>> bottleneck at the DB ID request, *which requires multiple simultaneous
>>> requests from different sources*, that bottleneck costs more additional
>>> time than is lost by the increased time it takes to request multiple IDs at
>>> one time.  However, on a system that is not bound by the Next ID calls to
>>> the DB, or has only a single source (AR System) requesting IDs, there is no
>>> advantage gained by the multiple requests, because the time "gained" by
>>> having a cached ID is negligible - too small to even notice.  And, as my
>>> testing proved (to my surprise), there was an increasing net cost to system
>>> performance as the number of IDs requested in a single call grew.  This
>>> must be because the time it takes to gather, say, 100 records in one call
>>> is actually *higher* than it is to do 100 individual calls - IF AR System
>>> is the only source of those calls.  The simple correlation is that if AR
>>> System is the only thing generating new Request ID requests to the DB, you
>>> don't need, and will not benefit from, a number larger than 1.  If you have
>>> multiple outside entities creating large number of records at once, you
>>> very well may benefit from it.
>>>
>>> My tests that showed decreasing performance as the Next Id block grew
>>> were creating about 1.5 million records, but, and this is important - all
>>> were from the sa

Re: What's the NextId?

[Randeep Atwal]

Rick, everything that generates NextID's must come through an ARSystem
server so I don't know what you mean when you say 'If you have multiple
outside entities creating large number of records at once'

All requests go through the AR Server.

I would theorize that you may have other factors in play once you remove
the NextID bottleneck by using chunks of 100.  Something to bear in mind is
that by chunking NextID's, you cause the scalability of the system to go up
(i.e. more records per second getting created) - but the per record
response time under high load is likely to go down (due to the system being
under heavy load, other downstream constraints such as CPU/Disk Speed start
to appear, where they would not appear if the NextID bottleneck was in
place)  It effectively acts as a throttle.  So your results could be easily
misinterpreted.

I would think a way to confirm this is to generate parallel load from a
high number of worker threads, and time how long it took to reach the same
number of records created with 1 or 100 for the NextID chunk size.   Then
compare the times.  Anyway, we are off on a tangent from the original topic

Thomas, I am actually curious as to why you want to know a nextid.  What
Abhijeet said explains why it doesn't make sense to ask for it, but often
in workflow scenarios, where you want to generate something unique and
refer/tie back to something else.  you are better off using
Application-Generate-GUID
[" *GUIDPrefix*" ]






On Thu, Oct 12, 2017 at 5:27 PM, Rick Cook  wrote:

> **
> Abhijeet, my results were repeated and conclusive.  Here is the only
> logical explanation for my findings that makes sense:
>
> There is a time cost to the DB call for Entry IDs.  The cost increases
> incrementally the more that are requested at once.  The thought is that 100
> individual requests will take substantially more time than retrieving 100
> IDs in one request.  That thought has been proven to be correct - it's why
> the feature was added. However, the difference in time was tested against a
> system that had multiple sources (NMS) attempting to grab multiple Entry
> IDs at the same time, not a normal system without those multiple outside
> requests, because it was the first environment that was reporting the
> problem with performance.
>
> On a system where the volume of IDs is high enough to cause a system
> bottleneck at the DB ID request, *which requires multiple simultaneous
> requests from different sources*, that bottleneck costs more additional
> time than is lost by the increased time it takes to request multiple IDs at
> one time.  However, on a system that is not bound by the Next ID calls to
> the DB, or has only a single source (AR System) requesting IDs, there is no
> advantage gained by the multiple requests, because the time "gained" by
> having a cached ID is negligible - too small to even notice.  And, as my
> testing proved (to my surprise), there was an increasing net cost to system
> performance as the number of IDs requested in a single call grew.  This
> must be because the time it takes to gather, say, 100 records in one call
> is actually *higher* than it is to do 100 individual calls - IF AR System
> is the only source of those calls.  The simple correlation is that if AR
> System is the only thing generating new Request ID requests to the DB, you
> don't need, and will not benefit from, a number larger than 1.  If you have
> multiple outside entities creating large number of records at once, you
> very well may benefit from it.
>
> My tests that showed decreasing performance as the Next Id block grew were
> creating about 1.5 million records, but, and this is important - all were
> from the same source - AR System workflow.  There were no other
> simultaneous demands on the table, and few on the system.  Therefore, the
> system of generating one ID at a time had a cumulatively lower transaction
> time than it did when it had to wait for multiples to be retrieved and then
> allocated individually.  The BMC Engineer, who I know to be very smart and
> experienced with Remedy, had no explanation for my results.  I believe this
> to be that BMC didn't test against a control (normal) system, and therefore
> had no data on its effect on them.
>
> Why then, they chose to recommend that setting to all customers, is a
> mystery to me.
>
> Rick Cook
>
> On Thu, Oct 12, 2017 at 4:56 PM, Gadgil, Abhijeet  > wrote:
>
>> **
>>
>> Rick, I do not think that is accurate.
>>
>> Logically, if the block size is 100 then the server will access the DB
>> once to retrieve the next block id every 100 records.  If it is 1, then the
>> server goes to the DB for every record.
>>
>> Later cannot be faster.
>>
>>
>>
>> Further, to answer the original question, returning the next id in an API
>> call would mean preventing creation of ids by anyone other than the caller
>> until the id has actually been used -- otherwise the information might 

Re: [Non-DoD Source] Re: Automated Ticket

[Randeep Atwal]

Hi Mark

Since you said it was originally Incidents, and then you changed it to work
orders.  If you are ok with using the Change Module, here are links to OOTB
functionality that allow you to create schedules against CI's that will
create Change Requests on a recurring schedule.  If you use this, there
would be no customization.

After all, an Incident is something that cannot be predicted, so I am
guessing that this 'scheduled' ticket you talk about relates to a proactive
kind of activity, like a change.  It uses Change Templates, so you can have
multiple tasks linked to the Change when it gets created if needed.

Here are links to docs explaining this functionality.

https://docs.bmc.com/docs/display/public/asset91/Working+with+maintenance+schedules+and+audit+schedules

https://docs.bmc.com/docs/display/public/asset81/Working+with+maintenance+schedules+and+audit+schedules

On Fri, Jan 20, 2017 at 8:07 AM, Hennigan, Sandra H CTR DSS DSS HQ (US) <
sandra.h.hennigan@mail.mil> wrote:

> All,
>
> This is a fairly simple function using an Escalation to push data to
> either the HPD:Interface_Create or the WOI:Interface_Create. Logging will
> help you figure out the field mapping.  I use a Staging form to collect the
> data as we generate about 30 reoccurring Work Orders and a Staging form
> record is added for each one that includes when the Work order should be
> created - daily, weekly or monthly..
>
> Sandra
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jamie
> Sent: Tuesday, January 17, 2017 10:34 AM
> To: arslist@ARSLIST.ORG
> Subject: [Non-DoD Source] Re: Automated Ticket
>
> All active links contained in this email were disabled.  Please verify the
> identity of the sender, and confirm the authenticity of all links contained
> within the message prior to copying and pasting the address to a Web
> browser.
>
>
>
>
> 
>
> We have similar functionality that you are describing that we use to
> create Compliance Tickets on a daily, weekly, monthly, semi-annually, and
> annually basis.  We had this same functionality within 6.3 back in 2008
> when we were moving to 7.5 and were looking to stay out of the box.  We
> ended up putting this functionality within our Kinetic Data Request and
> Task modules since we were using it for our service requests and have had
> it there since.  We use their task scheduled and a data table to determine
> which tickets (with template) needs to be created based on their policy and
> then use the Kinetic Task Engine to create the service request work order
> and assign it to the proper group based on the template.  We then have some
> more process builder logic that gathers a "close down" type of approval
> when the ticket is closed to ensure the proper evidence was added to the
> ticket by the technician.
>
> I'm not that knowledgeable enough to do this within SRM with it being
> pretty limited without customizing and creating a bunch of AIF forms and
> workflow possibly.  I just wanted to share with you a similar functionality
> and how we accomplished it.
>
> 
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>
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Re: So we can use this now, right?

[Randeep Atwal]

Here's a twist with VA you might want to consider - If your organization
uses Microsoft Lync (now called Skype for Business), you may want to
consider this

https://docs.bmc.com/docs/display/public/vchat91/Integrating+with+Microsoft+Lync



On Wed, Nov 2, 2016 at 6:58 AM, John Johnson 
wrote:

> **
> Check out Bomgar. https://www.bomgar.com/docs/remote-support/
> videos/bmc-remedy.htm
>
> On Wed, Nov 2, 2016 at 9:28 AM Stone, Brian  wrote:
>
>> What is it about VA that is troublesome?  We've had it in place for 3
>> years + on 7.6.04 - rock solid, and have it on 9.1 pre-prod with no issues.
>> 
>> From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
>> on behalf of Scott Philben [sphil...@mac.com]
>> Sent: Wednesday, November 02, 2016 9:01 AM
>> To: arslist@ARSLIST.ORG
>> Subject: So we can use this now, right?
>>
>> Let's chat about Chat.
>>
>> We have a 9.0 implementation coming up soon (fingers crossed) and are
>> looking for Chat functionality between customers and Service Desk people.
>> We do not and will not be using MyIT so we will have to get something else
>> integrated into ITSM.
>>
>> Does anyone know of anything (don't say BMC Virtual Chat) that will
>> integrate easily and cheaply?
>>
>> Thanks.
>>
>> 
>> ___
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>>
>> 
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Re: 9.0 Filter table walk issue

[Randeep Atwal]

Hi Mike

Can you confirm if the same code worked on a pre 9.0 system?  If so, I'd
recommend you file this with BMC Support.

But before reporting it, please ensure you are using `! on the filter doing
the push into a seperate form if you are not already doing so.

https://docs.bmc.com/docs/display/public/ars201401/Server-side+table+field+implementation+issues

   -

   When creating workflow for server-side tables, filters with the Call
   Guide action can be defined to loop over table columns. The values
   retrieved during the looping always comes from the *last* row of the
   table. To retrieve different values, postfix two special characters (
   *`!*) on the filters within the filter guide. Adding these special
   characters causes your filter to execute synchronously, instead of
   deferring into a later filter processing pass. For example, if your filter
   within the Filter guide is named FormA: Push New Entry to Form B, postfix
   those special characters to look like this:
   FormA: Push New Entry to Form B`!


hope this helps

Randeep


On Wed, Dec 30, 2015 at 12:54 PM, Mike Ilmer 
wrote:

> **
>
> Hi list.
>
>
>
> I found that on 9.0 the filter table walk has issue.
>
> Filters recognize value in the table’s columns that could be used for the
> “if” validation. Values also could be used for the “SET” action. However
> direct pushing column’s values into the different forms doesn’t work. It
> pushing $NULL$
>
>
>
> To iterate: I can use the filter to set values of columns into the
> separate fields. This works fine, but the direct push into the separate
> form is pushing $NULL$.
>
>
>
> Is this a known 9.0 bug? Is there are a patch that fixes it?
>
>
>
> Regards,
>
> Mike
>
>
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Re: Fed Ex

[Randeep Atwal]

Hi Warren

Did not build one, but they do have various options when I discussed it way
back with them

Since you mention shipping and print labels, one of their solutions is
installing Fedex shipping software on your shipping staffs PC's.  Then they
configure an OBDC driver on that software that can connect flexibly to your
Remedy instance and query and retrieve data (such as Contents, Address,
flexible field mapping against a form (or forms, if you join them together)
you have in Remedy that indicate what to be shipped.

So you could essentially provide your reference number to a ticket/request
id for any form in Remedy that captures your shipping details, and it
transfers it to Fedex.

They provide this free (stickiness for their service)

So I'd suggest you contact Fedex and they will put someone in touch with
you to do a proof of concept based on my experience.  (The more your
volume, they will recommend the options)


On Mon, Jul 13, 2015 at 2:39 PM, Warren R. Baltimore II 
warrenbaltim...@gmail.com wrote:

 **
 Has anyone built an integration with FEDEX web services?  I was just asked
 if I could build something.  I assume that FedEX has a web service that can
 be consumed.  I thought It would be a good thing to start by asking the
 folks here if they have done it, what there experience was like and what
 kind of information are they able to get.

 I would want to be able to set up shipping and print labels.  But I would
 also like to be able to track packages based on a shipping tracking label.

 Any insight would be most appreciated.

 ARS / ITSM 7.6.04.

 Warren

 --
 Warren R. Baltimore II
 Remedy Developer
 410-533-5367
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Re: Does remedy 8.1 have or support a Croom PostgreSQL plugin

[Randeep Atwal]

https://dbaspot.wordpress.com/2013/05/29/how-to-access-postgresql-from-oracle-database/

Follow instructions to create a dblink and then build a view form in Dev
studio that refers to the remote db.
 On Jun 9, 2015 10:40 PM, MalviyaSaurabh malviya.saurab...@gmail.com
wrote:

 We have an application on PostgreSQL, Does remedy 8,1 support any plugin
 which would be able to retrieve data from this external PostgreSQL db.

 Environment : Linux/Oracle/ARS8.1
 Regards,
 Saurabh



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 View this message in context:
 http://ars-action-request-system.1093659.n2.nabble.com/Does-remedy-8-1-have-or-support-a-Croom-PostgreSQL-plugin-tp7601596.html
 Sent from the ARS (Action Request System) mailing list archive at
 Nabble.com.


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Re: Food for thought - email engine

[Randeep Atwal]

I think you may be getting affected by this defect:  SW00471616 Email
engine log shows exception java.lang.NegativeArraySizeException

*Hotfix Version Stamp:* 8.1.00 201410281446 Hotfix

*Files Patched:* emaildaemon.jar

  armapi81_build001.dll


Check to see if you are getting this
java.lang.NegativeArraySizeException message
in your email engine log.  I have seen this issue manifest, where once this
negative array size exception appears, email engine can start writing to
the wrong form.


You should be able to request the hotfix from BMC Support.


Hope this helps






On Tue, Jun 2, 2015 at 2:58 PM, Mckinnish, Randy 
randy.mckinn...@compass-usa.com wrote:

 **

 Greetings List,

 I would like to pose this scenario to you all and get your take on it. It
 happened recently in our production environment. I want to share what we
 did to “fix” it but I would also appreciate the sanity check in case we
 totally missed something and could potentially be blindsided again later.
 We are running 8.1.02 on a load balanced pair of Windows (Server 2012 R2)
 boxes looking at a SQL (SQL 2012) database. Our email engine (MAPI)
 recently stopped working. This happened late on a Friday and so was
 unnoticed through the weekend until early Monday morning. When we began
 troubleshooting we saw some unusual references to field ID 450 and 451 in
 the stderr.log;

 ERROR (307): Required field can not be blank.; 451

 ERROR (307): Required field can not be blank.; 450

 Those field ID’s are unique to archive forms and we do archive email
 messages and have been since 6.x as we have some custom apps used by Legal
 and HR. We continued trying to rule out one server over the other by
 changing ranking but to no avail. We still had the error. We started doing
 compares between PRD and QAS and discovered that our ARCHIVE:AR System
 Email Message (our custom) in PRD no longer had its alias but now had the
 same alias as the AR System Email Messages form. We had recently run BPCU
 as the last step in our post 8.x upgrade and are theorizing that the alias
 change may have been a result of this. What we are struggling with is how
 it managed to be unaffected for a week before chaos ensued. The quick
 solution to get us back to normal was to migrate the email related forms
 with proper intact alias from QAS to PRD. The error started slowing and
 with a couple more restarts of the mail engine(s) we were back to normal.

 In closing, this isn’t a witch hunt for BPCU. It’s more a search for more
 ideas around what might have happened. Unfortunately in the heat of the
 moment, we never attempted to log SQL or API calls so we only have the
 email logs to go off of. In my understanding of the email engine and it’s
 configurability within the EmailDaemon.properties file there is no means to
 point it to another form manually so I have always assumed it is deeply
 embedded in the code. Now I question if that reference is a form name or
 simply the alias of the form assumed to never be disturbed or questioned or
 in our case, mistakenly mirrored causing the email engine to go with the
 “first available” resulting in the submit errors with the reserved ID’s.

 I’d appreciate any feedback or thoughts on the matter especially from you
 folks that have been out there for a while through numerous iterations of
 the platform. We did log this as a support issue at the time but “my
 evidence doesn’t support my analysis” and I have been asked to reproduce in
 a non-production environment. Not so sure I am willing to go there yet
 which is why I am shamelessly soliciting feedback from the list. Any takers?



 Have a great evening!

 Randy


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Re: ARS Remedy to MySQL

[Randeep Atwal]

Create a dblink from oracle to mysql, you can Google this, it is possible
using oracle heterogeneous services.

Then once you have that link created, you can create as many view forms as
needed in Dev studio using the linked table names, see your vmc remedy docs
for info on view forms.
 On Nov 3, 2014 6:24 PM, Wesley Reyes wesley_g_re...@yahoo.com wrote:

 **
 Hi would anyone have an idea how can I connect my Remedy ARS to mysql db?
 As of current we need a record from the mysql db but our ARS Remedy DB is
 in Oracle.

 Thanks :)
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Re: PERFORM-ACTION-ADD-ATTACHMENT fails

[Randeep Atwal]

Hi Joel,

Phase 3 operations such as Run Process continue without waiting for
previous operations to complete.  Since there is no return code given when
using run process it makes sense that although your pdf file is getting
created, it is not getting created before the subsequent filter run process
to attach it runs.

I would not use the after modify active link approach, since it leaves this
open to be broken if the workflow is ever executed via web service or API
calls in future.  But, can you confirm you are using setfields using this
kind of syntax (to indicate to run the process on the server side)

$PROCESS$ @@:cmd /c echo %PATH%

What I would recomment is that you need to keep it in filters, but use
setfields  '$PROCESS$ processToRun'
(i.e. to generate the PDF)

Filters using set fields wait for completion (i.e. a blocking operation)
before running subsequent actions and filters.

And then you can be sure it got generated before the
PERFORM-ACTION-ADD-ATTACHMENT action is fired.

Hope something here helps..

Regards, Randeep


On Sat, Jul 5, 2014 at 10:15 PM, Joel Sender jdsen...@earthlink.net wrote:

 I have an ongoing case for this at BMC, but maybe the ARSlist can shed
 some light...

 Using a development ARS 8.1.1 server on Windows Server with an MS/SQL
 back-end.
 Custom application, simple workflow: run a process to create a PDF file
 and then attach it to a record in an ARS form.

 I execute a Run Process to create a PDF file D:\$PerNumb$.pdf where the
 $PerNumb$ is correctly taken from the current record.
 The file is definitely created correctly.

 I then attempt to add that file into an Attachment Pool in a filter
 Run-Process action with this command:
 PERFORM-ACTION-ADD-ATTACHMENT 617001300 D:\$PerNumb$.pdf
 The field ID is for the Attachment Pool
 That failed, too.

 I then tried several iterations of filters with and without the Tick-Bang
 (`!), but no luck.

 I submitted a ticket to BMC when the 'Run Process' failed and they
 suggested that I use a Set-Field action instead.
 I tried the Set-Field in an Active Link that executed After-Modify - to
 ensure that the file was created in a filter before attempting the
 attachment.
 Using an integer field to accept the Exit Code, I set the field to
 $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 617001300 D:\$PerNumb$.pdf

 Same error in ALL cases:
 File pointer is NULL or invalid file pointer. (ARERR 295)

 Have I missed something basic? Has anyone gotten around this?
 Thanks in advance,
 Joel
 Joel Senderjdsen...@earthlink.net310.829.5552


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Re: Multiple incoming email boxes

[Randeep Atwal]

Hi Tauf,

I had faced a similar problem in the past.  Upwards of 30 mailboxes across
different departments.  We did have just one email engine configured for
all of them, but ran into large latency since it would go through them all
serially, meaning that mailboxes with 1 or 2 unread messages could take a
really long time to arrive since the email engine goes through each one
serially, and there would be some high volume 'bulk' type email boxes;
pretty much what you are describing.

Here are a bunch of performance tips to speed up email processing in
general.  This may help significantly with your issue.

https://communities.bmc.com/docs/DOC-18514

However, if it is still not good enough for your customers, and you want to
get the best possible throughput, (i.e. process in parallel) yes you can
install multiple email engines on a single server in seperate directories
or install multiple on a seperate server or even a set of servers.  You
want to determine how to dothis based on available memory and cpu for each
server, but in your case with just two incoming email inboxes, two email
engine instances on the same machine should be fine.  I would avoid putting
email engine as a service in a server group if you do this, and also
recommend keeping email startup seperate from arsystem startup.

After installing, and before starting it, you need to edit the
emaildaemon.properties for each instance to tell it which mailboxes it is
responsible for.  I think the installer will ask you for your target
arserver name during install, but the emaildaemon.properties also holds
this information.

com.remedy.arsys.emaildaemon.Mailboxes=
If you run multiple email engines for a single server, this setting
specifies which mailboxes this email engine should process. The
value should contain comma-separated mailbox names. If the
value is empty, the email engine processes all of the mailboxes
configured for the server. If the value is not empty, the email
engine processes the specified mailboxes only.

HTH

Thanks

Randeep


On Thu, Jun 19, 2014 at 7:34 PM, Grooms, Frederick W 
frederick.w.gro...@xo.com wrote:

 Just use the one Email Engine and put multiple mailboxes in the Email
 Configuration form.  On Startup the engine reads the configuration and sets
 up the necessary threads.

 I don't think there is a way for an Email Engine to specify which
 mailboxes it will process (You can specify which servers, but I don't think
 you can go any deeper than that so it is an all-mailboxes on the server or
 none).

 Fred

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
 Sent: Thursday, June 19, 2014 6:11 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Multiple incoming email boxes

 Right, but my question is more on the how to set it up on the server
 itself or if I should use multiple servers each with it's own instance of
 the email engine. That's where I'm fuzzy and the documentation isn't there
 either.

 Sent from my iPhone

 -Original Message-
  On Jun 19, 2014, at 6:18 PM, Grooms, Frederick W  wrote:
 
  If you set up separate inbound mailboxes, each mailbox should have its
 own threads
 
  Fred
 
   Original message 
  From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
  Sent: Thursday, June 19, 2014 4:53 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Multiple incoming email boxes
 
  **
  Thanks Shawn. Let me elaborate further on the issue.
  Right now, there's a single email address. This email is receiving both
 user requests and also what we call bulk requests from event management
 systems etc... So what is happening now is that the bulk requests which are
 high in number are being processed ahead of the user requests because of
 the order that they come in. This is leading to the user experiencing a
 delay in their ticket being generated. That is the crux of the issue that
 we are trying to figure out the best approach to. Logically, we thought
 that sending the bulk requests to a separate email address/mailbox and
 processing them separately would help. That is why I am trying to set up
 multiple boxes.
 
   Original message 
  On Thu, Jun 19, 2014 at 4:27 PM, Pierson, Shawn  wrote:
  **
  The easiest way to do it is that I have distribution lists with just the
 inbound Remedy email account, and filter the incoming emails based on those.
 
  For example, I may have remedyservert...@blah.com and
 remedyserviced...@blah.com as two distribution lists that both contain
 only the remedym...@blah.com account.  When an email to either of those
 are sent in (where you have to look at not just the To: line but the CC:
 line), Remedy has RBE rules to process them and create an Incident with a
 Template for the Server team, Service Desk, or whatever.  Since inbound
 email uses Outlook profiles it seems like it might be kind of tricky or at
 least 

Re: Copying a decimal field into a currency field

[Randeep Atwal]

**
Check out the database Ref document for 7.0I recall that for currency fields, there are four columns that need updating. Value, Code, Date of conversion and value for the supported currencies.They all use the same field id with special suffixes, so it will be tricky with sql but ou could set it up with one currency quite easily I would think.  Sent from my BlackBerry 10 smartphone on the Rogers network. From: Rick WestbrockSent: Monday, May 19, 2014 6:10 PMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: Copying a decimal field into a currency field**








Hi folks, I am working with a legacy custom application on my ARS 7.0.1 system (Oracle 10 back-end) where the initial developer created a Price field as a decimal field. My problem is that now we are integrating this form with the CMDB
 (ITSM 7.0.03) and I need to get that data into a currency field. My initial thought was to create a new currency field named Cost and do a simple SQL update statement to get the data copied rather than rely on an escalation.

I thought that this statement would work and it does update the destination fields to the expected values, however when I look at the record in the WUT the new field is empty. Any idea why this might be or how to get around it via SQL?
 I will use an escalation if I have to but I don’t like having to change the Modified Date on historical records. If there’s a way to preserve the Modified Date with some smoke  mirrors I would appreciate that as well.

My understanding is that there is come CMDB “black box” functionality that handles currency fields and I can import currency data into AST forms via a CSV file and that process works fine so apparently the import tool runs the data through
 that black box on the way into the AST forms.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.







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

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

Re: Copying a decimal field into a currency field

[Randeep Atwal]

**
I'd suggest just adding a record or updating one from the user tool with sql logging turned on and reverse engineer it from there once you see how AR is doing it.Hope this helpsRandeep   From: Rick WestbrockSent: Monday, May 19, 2014 7:18 PMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: Re: Copying a decimal field into a currency field**








Thanks Randeep, I only saw three fields in the DB associated with my new Cost field: CostC (currency type such as USD), CostV (the numeric value) and CostD (epoch time). That must be because I was lazy and was
 looking at the view instead of the table itself. Once I looked directly at the table I see that there’s a fourth suffix “USD” but for the record that I had modified via SQL that fourth column was indeed null.

I re-ran the SQL statement but this time against the table and it updated all four columns (C, V, D and USD) however the WUT still shows the field empty. Thanks for directing me to the Database Reference document,
 I will definitely remember to check there in the future but it didn’t completely resolve my issue yet. I had set the value of the USD column the same as the V column based on the data for a record I had modified via the WUT first.

I must still be missing something, below is the update statement that I used.

UPDATE
T1545
SET
 C536870961V = C26061,
 C536870961C =
'USD',
 C536870961D = C6,
 C536870961USD = C26061

WHERE
 C1 =
'0044210'



Thanks in advance,
Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.




From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Randeep Atwal
Sent: Monday, May 19, 2014 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Copying a decimal field into a currency field

**

Check out the database Ref document for 7.0




I recall that for currency fields, there are four columns that need updating. Value, Code, Date of conversion and value for the supported currencies.





They all use the same field id with special suffixes, so it will be tricky with sql but ou could set it up with one currency quite easily I would think.





Sent from my BlackBerry 10 smartphone on the Rogers network.







From:
Rick Westbrock


Sent:
Monday, May 19, 2014 6:10 PM


To:
arslist@ARSLIST.ORG


Reply To:
arslist@ARSLIST.ORG


Subject:
Copying a decimal field into a currency field








** 

Hi folks, I am working with a legacy custom application on my ARS 7.0.1 system (Oracle 10 back-end) where the initial developer created a Price field as a decimal field. My problem is that now we are integrating
 this form with the CMDB (ITSM 7.0.03) and I need to get that data into a currency field. My initial thought was to create a new currency field named Cost and do a simple SQL update statement to get the data copied rather than rely on an escalation.

I thought that this statement would work and it does update the destination fields to the expected values, however when I look at the record in the WUT the new field is empty. Any idea why this might be or how to
 get around it via SQL? I will use an escalation if I have to but I don’t like having to change the Modified Date on historical records. If there’s a way to preserve the Modified Date with some smoke  mirrors I would appreciate that as well.

My understanding is that there is come CMDB “black box” functionality that handles currency fields and I can import currency data into AST forms via a CSV file and that process works fine so apparently the import
 tool runs the data through that black box on the way into the AST forms.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.






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

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

Re: Copying a decimal field into a currency field

[Randeep Atwal]

**
  Sent from my BlackBerry 10 smartphone on the Rogers network. From: ratwals...@gmail.comSent: Monday, May 19, 2014 8:06 PMTo: arslist@ARSLIST.ORG; arslist@ARSLIST.ORGSubject: Re: Copying a decimal field into a currency fieldI'd suggest just adding a record or updating one from the user tool with sql logging turned on and reverse engineer it from there once you see how AR is doing it.Hope this helpsRandeep   From: Rick WestbrockSent: Monday, May 19, 2014 7:18 PMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: Re: Copying a decimal field into a currency field**








Thanks Randeep, I only saw three fields in the DB associated with my new Cost field: CostC (currency type such as USD), CostV (the numeric value) and CostD (epoch time). That must be because I was lazy and was
 looking at the view instead of the table itself. Once I looked directly at the table I see that there’s a fourth suffix “USD” but for the record that I had modified via SQL that fourth column was indeed null.

I re-ran the SQL statement but this time against the table and it updated all four columns (C, V, D and USD) however the WUT still shows the field empty. Thanks for directing me to the Database Reference document,
 I will definitely remember to check there in the future but it didn’t completely resolve my issue yet. I had set the value of the USD column the same as the V column based on the data for a record I had modified via the WUT first.

I must still be missing something, below is the update statement that I used.

UPDATE
T1545
SET
 C536870961V = C26061,
 C536870961C =
'USD',
 C536870961D = C6,
 C536870961USD = C26061

WHERE
 C1 =
'0044210'



Thanks in advance,
Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.




From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]
On Behalf Of Randeep Atwal
Sent: Monday, May 19, 2014 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Copying a decimal field into a currency field

**

Check out the database Ref document for 7.0




I recall that for currency fields, there are four columns that need updating. Value, Code, Date of conversion and value for the supported currencies.





They all use the same field id with special suffixes, so it will be tricky with sql but ou could set it up with one currency quite easily I would think.





Sent from my BlackBerry 10 smartphone on the Rogers network.







From:
Rick Westbrock


Sent:
Monday, May 19, 2014 6:10 PM


To:
arslist@ARSLIST.ORG


Reply To:
arslist@ARSLIST.ORG


Subject:
Copying a decimal field into a currency field








** 

Hi folks, I am working with a legacy custom application on my ARS 7.0.1 system (Oracle 10 back-end) where the initial developer created a Price field as a decimal field. My problem is that now we are integrating
 this form with the CMDB (ITSM 7.0.03) and I need to get that data into a currency field. My initial thought was to create a new currency field named Cost and do a simple SQL update statement to get the data copied rather than rely on an escalation.

I thought that this statement would work and it does update the destination fields to the expected values, however when I look at the record in the WUT the new field is empty. Any idea why this might be or how to
 get around it via SQL? I will use an escalation if I have to but I don’t like having to change the Modified Date on historical records. If there’s a way to preserve the Modified Date with some smoke  mirrors I would appreciate that as well.

My understanding is that there is come CMDB “black box” functionality that handles currency fields and I can import currency data into AST forms via a CSV file and that process works fine so apparently the import
 tool runs the data through that black box on the way into the AST forms.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.






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


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

Re: Transactional (TR) and Database (DB)

[Randeep Atwal]

**
I can't think of anything that has ever come up as a requirement that I would need it for.BUT, (and i'm reaching here. :-) treating your question as a teaser Charlie.If someone had a requirement that a message should be popped to users of the user tool or mid-tier when they were modifying an existing record and using the save feature of those clients, that they or other workflow has successfully either modified a value or edited a value and then edited it back to what it was, and we need to do so without incurring a database read, that would be the reason.So pretty much never, unless this requirement came up, which I can think of no earthly reason it would come up.are we done yet beating up on the poor old TR value, we have hurt it's feelings enough I think. :-)There probably once was a reason for it, I remember once back in a performance tuning class we were encouraged to use it to avoid an extra read to the DB. But I think at some poi‎nt ARServer started storing all db values in memory for the transaction after the first db.value was referenced in a filter. That is speculation however. From: Charlie LotridgeSent: Sunday, May 18, 2014 10:44 AMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: Re: Transactional (TR) and Database (DB)**
I'm curious, what's the 0.1% case when it would be useful? I'm just not seeing any unique use for it at all.-charlie
On Sat, May 17, 2014 at 1:04 PM, Misi Mladoniczky m...@rrr.se wrote:
Hi,

It is up to the client.

If this for example was done through a Push-Fields, 'TR.City' could contain a
value even if it was not changed. The same could be done using a Modify-All,
and I think it is possible to fool some clients by first changing the field
value in the GUI and then change it back before pressing Save.

As others have suggested, we should stay away from TR in 99.9% of the cases.

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

 Misi,
 Joe's example stated

 Case 1: When there is no change in the 'City' value during the modification.
 'City' = "Gotham"
 'TR.City' = $NULL$ (as there was no transnational change in the value)
 'DB.City' = "Gotham"

 So, this isn't a modify to City...this is an existing record with City
 already populated...so I still say that Joe's analysis is correct :)


 On Sun, May 11, 2014 at 4:35 AM, Misi Mladoniczky m...@rrr.se wrote:

 Hi Joe and LJ,

 You are wrong on Case 1:

 If you set the City to "Gotham", it will have a TR-value of "Gotham" even
 on a
 Create.

 Case 2 is nothing much to say about.

 The problem with the TR value is:

 A. If the value is NOT changed it can both be set or be empty during a
 Modify.
 This depends on the client and how they use the API. For example a
 Push-Fields
 will always send a value, but a normal Save will only send a value if it
 has
 been changed.

 B. A value that is changed to NULL can not be distinguished from a value
 that
 is not sent in the transaction. Both situations will match a 'TR.Field' =
 $NULL$.

 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.

  While most of everything you stated is in sync with my understanding of
 TR,
  there is one small difference. MAYBE, I'm wrong and if so, I would love
 to
  be corrected.
 
  I can best explain this with an example.
 
  Lets say a record is created and there is a field called 'City' and
 during
  creation, that field was set to "Gotham"..
 
  Case 1: When there is no change in the 'City' value during the
 modification.
  'City' = "Gotham"
  'TR.City' = $NULL$ (as there was no transactional change in the value)
  'DB.City' = "Gotham"
 
  Case 2: When the value in the field 'City' is changed during a
 modification
  to "Xanadu"
  'City' = "Xanadu"
  'TR.City' = "Xanadu"
  'DB.City' = "Gotham"
 
  So according to my understanding, it is incorrect to say that 'TR.City'
 is
  the same as 'City' at all times.
 
  Cheers
 
  Joe
 
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
  Sent: Friday, May 09, 2014 9:28 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Transactional (TR) and Database (DB)
 
  I think there's a few reasons.
 
  First, using TR. is redundant. Every value in a filter (unless it
 already
  has DB. in front of it) is by it's nature a transactional value. There's
  literally almost no reason to use, it, EXCEPT that it makes the code a
 bit
  more clear from a visual standpoint if you do decide 

Re: Server Error in '/' Application following Windows Update

[Randeep Atwal]

**
 Original MessageFrom: Joe CastlemanSent: Wednesday, March 5, 2014 1:44 PMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: Server Error in '/' Application following Windows Update**
(Cross-posted toBMC Communities)The basics:ARS 8.0 patch 2; no appsMid-Tier 8.1IIS/TomcatJava 1.7.51Apologies in advance for the lengthy post:
Recently I installed numerous pending Windows updates on a mid-tier server (ver.8.1.00 201301251157). Among these was .NET Framework 4.5.1.Following these updates, I have a user who is getting a "Server Error in '/' Application" error page upon reaching a certain point in ARS. The error page doesn't go into detail (because "The
 current custom error settings for this application prevent the details 
of the application error from being viewed remotely (for security 
reasons)"). It happens with either Firefox or IE browsers (though I try and encourage users to only use Firefox)I can replicate the error on the server in question with either of the following URLs:
https://hostname.com/arsys/forms/ar_server_name/PREFIX%3AFormname/Default/

https://hostname.com/arsys/forms/ar_server_name/PREFIX:Formname/Default/
...and the error page tells me (among other things):"Exception Details: System.Web.HttpException: A potentially dangerous Request.Path value was detected from the client (:).
[. . .]Version Information: Microsoft .NET Framework Version:4.0.30319; ASP.NET Version:4.0.30319.18446"I notice two things, (1) this error page appears to be complaining about the ":" (or "%3A") character in the URL, and (2) the error page says that I'm running .NET 4.0, while the Windows Update installed .NET Framework 4.5.1 -- or are those two different things?

I can *successfully* load the page if the URL looks like this:https://hostname.com/arsys/shared/login.jsp?/arsys/forms/ar_server_name/PREFIX:Formname/Default/

Meanwhile, in IIS Manager, I notice that under "Default Web Site" there is now a folder which says "aspnet_client" along with the "jakarta" application that was already there. Also, under "Control Panel - Programs and Features" it shows "Microsoft .NET Framework 4.5.1". (On our other server, which hasn't received these Windows Updates, .NET Framework doesn't appear under "Programs and Features". However in IIS under Application Pools it indicates .NET Framework 2.0 -- which is really old but that's another story.)
Now, I am guessing that I can modify web.config to allow the ":" character. But all of this raises the question if I made a mistake by upgrading .NET Framework, and whether I should simply uninstall it.
Thanks
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: Decrypt AR User password

[Randeep Atwal]

**
If you create a special form (or have a generic form for similar things) for password validation on your at server you could do a create entry on the server and run the validate process via a filter on submit since filters run with admin permissions.Then your api can get the result from the created record. But if LJ has a way to make the other way work with an active link version, that would be more efficient of course, I am just offering an alternative.  From: James SmithSent: Tuesday, December 31, 2013 6:41 AMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: Re: Decrypt AR User passwordI tried executeProcess but getting any exception as below;Must have admin permissions to perform this operation;Do you feel, I should provide each user an admin rights to confirm their password ?___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the Answers Are, and have been for 20 years"
_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: Decrypt AR User password

[Randeep Atwal]

Hi James

Check out this thread, you can use Application-Confirm-Password to confirm
a users password

https://communities.bmc.com/thread/38509?start=0tstart=0

Hope this helps,

Randeep


On 12/30/2013, 3:51 PM, James Smith bmcremedyarslis...@gmail.com wrote:

I want to allow user to change the password from API coding.

Before updating the new password, user should confirm his old password.
To achieve this I need to decrypt the password stored in remedy and
compare it with a password which user entered.

Ask me if you need more details.

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

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

Re: Total Time Spent on an incident

[Randeep Atwal]

Hi Neha

Maybe this link will help.  It really depends on your exact requirement.
This HPD:Help Desk Assignment Log form captures how long the Incident was
assigned for each support group/assignee

Here is a link to a previous discussion on this form:

http://ars-action-request-system.1093659.n2.nabble.com/ITSM-7-5-Reporting-O
ff-form-quot-HPD-Help-Desk-Assignment-Log-quot-td7228917.html

If you want the total time spent for Incidents that are resolved, summing
up the duration for all related entries from the assignment log will do
it.  

ALternatively, you can just subtract the resolve time from the create date
to get the number of seconds that the incident was open.  If you are using
Crystal Reports or Business
Objects Analytics, you can create a formula to do this.  Your formula
could have logic to use the current time instead of resolve time if the
ticket is still open.

If you educate your users to use the assignment log to capture their
Œactual¹ time spent, you can use that data which is also in the
aforementioned assignment log.

Hope this helps you to find the right path

Thanks

Randeep


On 11/21/2013, 7:23 AM, Neha Khandelwal jbpn...@gmail.com wrote:

Hi List,

Again I need your assistance for below issue.

I need to calculate Total Time Spent in an incident. I found existing
field Total_Time_Spent in HPD:Help Desk form. Looking into the associated
active links and filters, I am not able to find, if this is the field Ia
m looking for.

Can anyone please assist, if Toatrl_Time_spent is the only field which
holdds total time passed on , on the incident?

Regards
Neha Khandelwal

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_
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Where the Answers Are, and have been for 20 years

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

Re: User form changes in 7.1.0

[Randeep Atwal]

**
‎You probably already did this but just checking - Did you check the permissions assigned on the request id / entryid on the user form? From: Dave BarberSent: Wednesday, November 13, 2013 8:20 AMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: User form changes in 7.1.0**
All,We've just upgraded our production incident servers from ARS 7.0.1 patch 012 to ARS 7.1.0 patch 011 (with the intention of upgrading to 7.6.04 early next year).
It appeared as though everything ran without issue during the migration, and our applications have been running without issue for over a week, we've just been informed of a problem.Our (internal) service desk were given an option for resetting AR User passwords :
- permissions group created "password resets"- add group as sub-admin to the user form- give "password reset" group write permission to the password field- add "password reset" group to users who want to reset passwords
- write a simple little application that allowed the service desk to browse for accounts, click a button and a password would be mailed to the requester.All worked well.Except it doesn't work in 7.1.0. It looks like a row level permission issue - despite double checking that everything is configured as it was before, the service desk staff can only see their own profile.
Any ideas what changed in 7.1.0 onwards to cause this?RegardsDave Barber
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: User form changes in 7.1.0

[Randeep Atwal]

Glad I could help, I just had a nagging suspicion that was it, and sometimes
it¹s stuff like that that you would never think to check :-)

From:  Dave Barber daddy.bar...@gmail.com
Reply-To:  arslist@ARSLIST.ORG
Date:  Wed, 13 Nov 2013 13:37:10 +
To:  arslist@ARSLIST.ORG
Subject:  Re: User form changes in 7.1.0

** 
Hands head in shame; no - I hadn't checked on that.  And that has resolved
it :)

Many, many thanks.


On 13 November 2013 13:25, Randeep Atwal ratwals...@gmail.com wrote:
 ** 
 You probably already did this but just checking - Did you check the
 permissions assigned on the request id / entryid on the user form?
 
 
  
From: Dave Barber
 Sent: Wednesday, November 13, 2013 8:20 AM
 To: arslist@ARSLIST.ORG
 Reply To: arslist@ARSLIST.ORG
 Subject: User form changes in 7.1.0
 
 ** 
 All,
 
 We've just upgraded our production incident servers from ARS 7.0.1 patch 012
 to ARS 7.1.0 patch 011 (with the intention of upgrading to 7.6.04 early next
 year).
 
 It appeared as though everything ran without issue during the migration, and
 our applications have been running without issue for over a week, we've just
 been informed of a problem.
 
 Our (internal) service desk were given an option for resetting AR User
 passwords :
 - permissions group created password resets
 - add group as sub-admin to the user form
 - give password reset group write permission to the password field
 - add password reset group to users who want to reset passwords
 - write a simple little application that allowed the service desk to browse
 for accounts, click a button and a password would be mailed to the requester.
 
 All worked well.
 
 Except it doesn't work in 7.1.0.  It looks like a row level permission issue -
 despite double checking that everything is configured as it was before, the
 service desk staff can only see their own profile.
 
 Any ideas what changed in 7.1.0 onwards to cause this?
 
 Regards
 
 Dave Barber
 _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_


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

[no subject]

[Randeep Atwal]

Hi Andrey

Yes, it is possible.

 However, this is not really a Remedy/AR/ITSM question.  It¹s more related
to which web server/load balancer technology you are using.

You can implement SSL using the web server or load balancer.  Most remedy
environments that care about some type of high availability will use a load
balancer, and if this is in use, you can terminate the SSL connection there,
for simplicity, only requiring SSL management in one place.

Also, consider that there is some additional overhead with SSL, so consider
whether the trade off for performance vs additional security is necessary.
It varies, some companies prefer all web apps to use SSL, others will only
insist on this for applications.  Depending on what options you have, there
may or may not be much material performance difference, but there will be
some.  Hardware based SSL should be faster than software based..

Hope this helps answer the high level question ­ without knowing specifics
about your infrastructure, we cannot get into specifics reallyŠ But google
is your friend, and I believe there are posts on the list on this topic you
can dig up alsoŠ

From:  Andrey Blednykh blednyk...@mail.ru
Reply-To:  arslist@ARSLIST.ORG
Date:  Fri, 1 Nov 2013 08:51:13 +0400
To:  arslist@ARSLIST.ORG

** 
Hi,

Is it possible to configure Remedy (ITSM) to work over https?


Thanks in advance

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


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Re: Change Management

[Randeep Atwal]

The scenario I would recommend for true Œbusiness end users¹ submitting
change requests is to have them submit the change via SRM.  Depending on
what is being requested, SRM can have various SRD¹s mapping to specific
routing/approvals/prod cats/op cats etc.

You want to hide the complexity for the average end user, they should not
have to deal with complexity, that¹s what SRM is for.

The end user will just enter the RFE for a change, and this is a good point
for intake approval, which depends on your organizations governance process
for intake.

Driving end user requests in this fashion allows most organizations to get a
handle on maturing intake processes and prioritizing what to work on next
with a single system of record for intake management..

Then you can have the support staff specialists move the change forward for
scheduling after it has passed intakeŠ

Hope this helps..

Randeep

From:  Tommy Morris tommy.mor...@radioshack.com
Reply-To:  arslist@ARSLIST.ORG
Date:  Mon, 28 Oct 2013 14:44:58 +
To:  arslist@ARSLIST.ORG
Subject:  Re: Change Management

** 
Our developers open the CRQ. The business partners do not know the
appropriate IT routing, approvals, Op/ ProdCats, schedule availabilities
etc.
 
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Monday, October 28, 2013 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Change Management
 
** 
Hi,
 
When a user has a change request within your organization,  does the
Developer write up the CR for the user?
My experience has always been the user writes up the request since it is
their business requirement.  Normally the developer is assigned a task.
Just curious how other business are handling Change Management.
_ARSlist: Where the Answers Are and have been for 20 years_
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Re: Email Workflow Generate HPD Ticket

[Randeep Atwal]

Hi Kathy

As Roger said, there is some functionality included with ITSM 8 that does
this.  So if you have a server with ITSM 8 installed you could do a few
things:

1.  Are you considering upgrading to ITSM 8 ­ there are many major
enhancements you would also gain as well as generating tickets based on
email content.
2.  If not, you could install ITSM 8 and take a look at the workflow, create
a def of the needed components, import it to your environment and make the
necessary tweaks to get it functional.
3.  You could build something very simple yourself by doing roughly the
following steps:

Provision a new mailbox for a system user (could be named after how you
brand ITSM in your organization.)  (you could create multiple email boxes as
well ­ see why you may want to below..)

Configure a new 'incoming' email box using the ARSystem Email Configuration
(you can read the manual's for details on how to do this)  - it will include
details such as polling interval, mail server, credentials.  It differs
slightly based on platform, there is plenty of documentation to be found on
this.

At this point, sending an email to the new mailbox will create a record in
the ARSystem Email Messages form.

At this point it becomes a regular AR Development thing.

You can put a filter that operates on submit against the ARSystem Email
Messages form to copy the incoming email and it's attachments to a staging
form.  I recommend you do this since trying to create a ticket synchronously
will affect the speed at which incoming mail arrives which can be a long
term scalability problem as your incoming email volume increases.  Also if
there is some hard workflow error, the whole transaction rolls back making
it hard to troubleshoot.

Once you have the email in a staging form, you can put an escalation that
runs with a one minute frequency against the form and does a setfield
against a field you have reserved ­ you can set it to RUN for example.

Then you have a filter that runs on Modify with a qualification of
'TR.Special Field' = RUN

At this point, the filter can take a few different approaches.  Data driving
what happens would be a good idea as opposed to building different filters
for different rules such as the 'provisioning' one you mention.

On an email you will have:

1.  The mailbox name the email was sent to
2.  The senders email address
3.  Subject Line
4.  Body
5.  Attachment

From the use case you mention, you are looking for a keyword to indicate
that the email contains provisioning, if so route to group x.

I would assume that you can educate your users that if their Subject Line
starts with Provisioning, and they send to this email box, it will create a
ticket and assign it to provisioning.

So you could build a form with these columns:

1.EmailBox
2. Subject Keyword
3.  Assigned Group
4.  Assigned Company
5.  Assigned Organization

Or if you wanted to be more flexible, you could say:

1.EmailBox
2. Subject Keyword
3.  Incident Template ID (Referencing an Incident Template ID)  - this allow
you to even categorize the ticket, apply impact, urgency and priority by
modifying the template associated.


So you build a filter looking up the needed values, based on your incoming
data.  If you are on a case sensitive platform, converting all to lower case
is a good idea.  You will essentially be wildcarding if you use subject
line, but if you set up different mailboxes for different routing
requirements, it is easier to have exact matching if you can educate users
to send to different email boxes based on what is needed.

Hope this helps you figure out a way forwardŠ

Randeep




From:  Kathy Morris kathymorris...@aol.com
Reply-To:  arslist@ARSLIST.ORG
Date:  Tue, 15 Oct 2013 14:28:50 -0400
To:  arslist@ARSLIST.ORG
Subject:  Re: Email Workflow Generate HPD Ticket

** 
**
We are on 7.6.4 AR System/ITSM ­ is this done through email templates with
7.6.4?  I did not see this on the communities ­ I saw lots of email
questions, but not the code specific to building this workflow.  If anyone
can shed some light on how this can be done, it would be greatly
appreciated.
 
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rjustice
Sent: Tuesday, October 15, 2013 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Workflow Generate HPD Ticket
 
** 

There is a rules based email engine the was released with ARS/ITSM 8 that
allows this to be done. The original code may be on communities.

 

Sent from my Verizon Wireless 4G LTE DROID


Kathy Morris kathymorris...@aol.com wrote:

Hi,
 
We have a requirement to generate Incident tickets based on email content.
Example:  if the email starts with ³Provisioning² then automatically route
the ticket to the provisioning team.   Is this a complex task to do? Would I
use the email template workflow or is there a better way to do this? We are
hoping to complete this within 1 week ­ or should we plan on more time for
this type of integration?
_ARSlist: 

Re: OT: Prevent MT Login

[Randeep Atwal]

**
You could use Disable-Client-Operation: 9 in ar.conf You can specify times and an exclusion group of users it should not apply to.Not code, configuration...Look in your config guide for exact syntax.. Sent from my BlackBerry 10 smartphone on the Bell network. From: Joe D'SouzaSent: Friday, September 6, 2013 4:18 PMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: OT: Prevent MT Login**
















Na.. those were beautiful! I wish I get to
see them at least once again before I don’t have to travel to Alaska no
more.. My next trip is scheduled to be my last..



I like the DNS spoofing idea from Tauf –
only that these days most IT employees are smart enough to realize what’s
happening, and if they have access to edit their own host file, could revert it
back.



I really don’t think there is a fool
proof non workflow mechanism that can’t get in legal trouble to do what
needs to be done. Workflow seems to be the safest bet.



Joe













From: Action Request
System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, September 06, 2013
4:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Prevent MT Login





** 



Wow Joe, wow 8-)  I wonder if there is some radiation
coming off the Aurora and soaking into your brain...









On Fri, Sep 6, 2013 at 1:02 PM, Joe D'Souza jdso...@shyle.net
wrote:

PERFORM-APPLICATION-LOGOUT from the home page or any other page that
the
user might have access too if the $CLIEMT-TYPE$ = 9..

Why would you have such a requirement though when the future versions does
not support access through the native User client?

This is a workflow mechanism - it will be impossible to do it with a non
workflow mechanism. Unless you are free to employ a security guard to stand
besides that employee and beat the crap out of him if he tries to log in
through the mid tier.. That would be a non workflow mechanism :) - primitive
- but will work.. :)

Joe




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf
Of SUBSCRIBE arslist Aditya Sharma
Sent: Friday, September 06, 2013 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Prevent MT Login


Hi Listers,

I have a requirement to prevent a particular user to be able login through
mid tier but same user should be able to login to client tools. Has anyone
implemented such requirement? What can be the best way to achieve this?

Specifically looking for a non-workflow mechanism.

Regards,
Aditya



Sent from my BlackBerryR smartphone from !DEA






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Re: iPad App

[Randeep Atwal]

**
 Sent from my BlackBerry 10 smartphone.From: Easter, DavidSent: Tuesday, March 5, 2013 3:28 PMTo: arslist@ARSLIST.ORGReply To: arslist@ARSLIST.ORGSubject: Re: iPad App**
There isn’t a Remedy User client for iOS, but as mentioned there are iOS apps that enable you to interact with AR System powered applications. A good place to start is the main mobility web page on www.bmc.com where you can learn more.http://www.bmc.com/products/mobile-help-desk/mobility-for-itsm.html-David J. EasterManager of Product Management, AR SystemBSM  Atrium Solutions ManagementBMC Software, Inc.The opinions, statements, and/or suggested courses of actionexpressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc.From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Aditya SharmaSent: Tuesday, March 05, 2013 12:10 PMTo: arslist@ARSLIST.ORGSubject: Re: iPad App** ** Are you looking to use Remedy from iOS..?We have Mobility for that. You can download app from iOS and use that if you have mobility configured for you Remedy.Sent from my BlackBerry® smartphone from !DEAFrom: "Mayfield, Andy L." almay...@southernco.com Sender: "Action Request System discussion list(ARSList)" arslist@ARSLIST.ORG Date: Tue, 5 Mar 2013 14:05:51 -0600To: arslist@ARSLIST.ORGReplyTo: arslist@ARSLIST.ORG Subject: iPad AppDoes anyone know if there’s an app that will work with BMC Remedy User, Action Request System?Andy L. MayfieldAlabama Power CompanyProtection  Control Technician StaffLinc # 10*19140Cell # 205-288-9140Office # 205-226-1846_ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_
 
_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: Bring back the ARSList MVP for 2013

[Randeep Atwal]

Yes!  Come on people, vote!
--Original Message--
From: pascale.sterr...@daimler.com
Sender: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORG
Subject: Bring back the ARSList MVP for 2013
Sent: Oct 24, 2012 11:04 AM

Yes Please!

If you are not the intended addressee, please inform us immediately that you 
have received this e-mail in error, and delete it. We thank you for your 
cooperation.  
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Re: ARERR 300 Malloc failed on server

[Randeep Atwal]

If it's happening with attachments, I had this once before when the file system 
on the server was too full, since attachments go to local disk before going 
into the db I believe..

Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Cecil, Ken kce...@hubbell.com
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Wed, 24 Oct 2012 21:04:15 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: ARERR 300 Malloc failed on server

Simon, The servers are Windows Server 2003 Enterprise 64 bit with 10 GB RAM.

David, New changes transported to production over since the beginning of 
September.

LJ,  That is what I thought. When everything hit the fan yesterday the 
arserver.exe process was only using ~1.2 GB of RAM. It is a 64 bit OS so I 
think that seems pretty low to cause an out of memory issue?

Lisa,  We get the error in both the Mid Tier and WUT.

Thanks guys,

Ken.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis
Sent: Wednesday, October 24, 2012 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 300 Malloc failed on server

What O/S are you running on?



 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark
Sent: Thursday, 25 October 2012 9:43 a.m.
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 300 Malloc failed on server

We are getting this error intermittently over the past couple of weeks

Have you recently customized anything in that area?  I've seen this happen when 
access rights to a newly-created field are not properly defined.

-D

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, October 24, 2012 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 300 Malloc failed on server

Ken,
It sounds like your arserver was bouncing up against a upper memory limit.  
This can happen sometimes with memory leaks that don't properly release memory 
once used.  A restart of the service brings the system back down to initial 
minimums of startup.  You may want to make sure that you are on the most recent 
patch of 7.5 to ensure that any known issues are taken care of properly.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Wednesday, October 24, 2012 1:42 PM
To: arslist@ARSLIST.ORG
Subject: ARERR 300 Malloc failed on server

** 

We are getting this error intermittently over the past couple of weeks. The 
most consistent time it is occurring is when trying to attach a largish 
attachment (around 4MB). Some have also received it when trying to open an 
attachment. Yesterday for awhile we were getting the error anytime the SDA's 
were trying to attach any attachment to an Incident. I ended up restarting the 
ar server service.

 

Has anybody run across something similar? (Arerr 300 when working with 
attachments)

 

I have a support request in with BMC and waiting for a reply. The KB articles I 
found did not seem to apply.

 

 

Thanks

 

 

Ken Cecil

574-283-4248

kce...@hubbell.com

 

 

AR 7.5

ITSM 7.6

Windows 2003 Enterprise 64bit

SQL 2008






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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 

Re: Re-use Login ID in Remedy

[Randeep Atwal]

Maybe using their unique corporate id in the login name field, and using their 
Login in the special 'authentication alias' (I think that's what it's called)  
field on the user form (see docs) will be the best approach.

Then all your last modified by, used by relationships, assignee login id's etc, 
are all tied to the unique corporate id while they can login using their 
'jjones' login name as specified in the authentication alias.

That's the most workable approach I see, and would require a one time mass 
conversion.

Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Jase Brandon jasebran...@gmail.com
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Mon, 8 Oct 2012 18:49:02 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: Re-use Login ID in Remedy

I said the same thing guys. Let me elaborate a tad. They use a unique id
for their company (custom attribute on the People form) that allows
internal identification based on their unique identifier attribute, so they
clam this will be acceptable when it comes to audits, I also brought up the
SarBox issues.
What concerns me is that Incidents/Changes/CI's, etc will have last
modified by old guy instead of new guy. And... I haven't tried it yet,
but I suspect the Data tool isn't going to do the trick as it relates to
CI's.

By reuse login Id' I was referring to: Ex. Joe Jones leaves the company
and has a Remedy login ID of jjones. A new employee is hired, Judy Jones,
and she is issued the old login id used for Joe Jones of jjones.
So if the new employee Judy Jones logs on as jjones, does she suddenly
inherit all the records previously owned/last updated by jjones as the
original user of this id? Would she possibly see his Incidents/CI's, etc?
I'm still trying to wrap my head around all this so pardon my rambling. :-)

I've never had to deal with this issue in the past and wondered how the
community handled this request or if anyone had ever had to deal with this
issue before.

7.6.04 SP2
Windows

Thanks,

Jase


On Mon, Oct 8, 2012 at 6:08 PM, Tauf Chowdhury taufc...@gmail.com wrote:

 **
 To echo Chris, I hope you don't work for a public company because that has
 to be against some sort of Sarbanes-Oxley regulation.

 Sent from my iPhone

 On Oct 8, 2012, at 4:11 PM, strauss stra...@unt.edu wrote:

 **

 It is an incredibly bad security practice because it destroys any
 accountability for identity management.  It is akin to reusing the social
 security numbers of deceased persons for newborns (try that analogy on
 them).  We do battle with our PeopleSoft drones over this regularly, but
 it’s really a problem with them not having a unique index on the table for
 workforce ids; the LDAP login names almost never get duplicated, and our AD
 syncs to LDAP for that data.



 If you ever get a security audit, and they are reusing login ids in AD as
 a standard practice, your organization will fail the audit (unless the
 audit is by Arthur Andersen LLP).



 Christopher Strauss, Ph.D.
 Call Tracking Administration Manager
 University of North Texas Computing  IT Center
 http://itsm.unt.edu/

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Jase
 Brandon
 *Sent:* Monday, October 08, 2012 2:26 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re-use Login ID in Remedy



 ** Hello All,
 I have been approached and asked about how we can re-use Login Id' and
 I've never been asked to do this anywhere else. Of course my initial reply
 was We shouldn't Do That, but I need more of a justification as the
 company reuses login ids via AD as a standard.

 Ive told them Login Id is associated with all things ITSM/CI's. I see this
 being a recipe for disaster. Can anyone help me out with your thoughts on
 this one please? Has anyone else done anything like this before?

 Thanks in Advance,

 Jase Brandon
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Re: Email Engine Hanging

[Randeep Atwal]

Running a query (monitoring tools usually have a db row count monitor) of the 
oldest unsent message greater than x minutes ago is a way to understand if it's 
hung and automate a restart.

Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Boyd, Rebecca boy...@wfu.edu
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Fri, 7 Sep 2012 16:48:37 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: Email Engine Hanging

We run a PowerShell script which looks for error in the stderr.out log.


On Fri, Sep 7, 2012 at 2:23 PM, Karthik karthik...@gmail.com wrote:
 **

 Did you check if performance of remedy was good when the email engine was
 hung? Sometimes when the performance is not stable it tends to hang. Also,
 are there any errors in the stderr.out log file?

 Regards,
 Karthik

 On Sep 7, 2012 11:16 PM, Leonard Johnson leonard.john...@accenture.com
 wrote:

 hey all,

 Every now and then our email engine hangs (hasnt everyone's?).  Starting
 and stopping this will get emails going again but I am wondering if anyone
 has used ProactiveNet or other monitoring to catch this when it happens.
 Since the email Engine service is still showing as running, I can't really
 use that for monitoring.  Any idea of what log or method I can use to
 proactively catch this prior to customers calling to say they arent getting
 their notifications?

 I haven't dug very deep on this yet but this is always the place I find
 the right answers and putting it out to you all first.

 Thanks for any input.

 LJ


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



-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Oracle vs. SQL

[Randeep Atwal]

If you're an ms shop, you can't go far wrong with SQL Server.  It is used for 
many terabyte installations.

Which db do your dba's know better?

Oracle is available on more platforms so portability is improved.

Remember you cannot have arserver running on linux connecting to mssql on 
windows, whereas oracle would allow heterogeneous setup.

But if you are an MS Shop, go with sql server.  It's MS's best product imo.

SQL Server has case insensitive support on ARS while oracle does not.

HA is well handled in SQL Server, but expensive for Oracle with add on 
products.  Same for replication features - cheaper with MS SQL Vs GoldenGate.


Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Carl Wilson carlbwil...@gmail.com
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Wed, 5 Sep 2012 21:46:26 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: Oracle vs. SQL

Hi,

there are still question marks around the scalability of MS SQL, but the
later version have come a long way in a short period of time so if running
the latest supported version of MS SQL there should be no issues.

I think the licensing is no killing Oracle as I am seeing a number of
customer move away from this and do to MS SQL (or DB2 - which does not seem
to have as much support from BMC).

 

Cheers

Carl

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: 05 September 2012 21:43
To: arslist@ARSLIST.ORG
Subject: Oracle vs. SQL

 

** All,
To those of you who have run Remedy on both Oracle and SQL DB, do you have a
preference as to which is better/stable/faster etc..? I know SQL has come a
long way. Any opinions are welcome. 

-- 
Tauf Chowdhury


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Re: plugin question : MAINWORKOR

[Randeep Atwal]

I think MAINWORKORDER is the alias for the WOI:WorkOrder form used by the 
OverViewConsole vendor form.

So the vendor form configuration may need it's datatype mapping updated, or the 
work order form field reverted.
Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Joe Martin D'Souza jdso...@shyle.net
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Mon, 13 Aug 2012 17:13:05 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: plugin question : MAINWORKOR


That ones weird.. That form does not look like any form from the OTB list that 
I know of at least with any of the standard BMC offerings.. It must be a one of 
those test forms used during development and somehow something that you did 
triggered some or their test workflow that was never meant to fire?

Joe

From: patrick zandi 
Sent: Monday, August 13, 2012 5:07 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: plugin question : MAINWORKOR

** Anyone seen this?  I cannot find this form: guessing it is not what I think

2012-08-10 20:28:03,077 WARN [pool-4-thread-2] 
com.bmc.itsm.conquery.ardbc.conquery.helpers.Helper (Helper.java:280) - Data 
type mismatch. Vendor field: 100218 is of data type: 4 while application 
field:103230 on form:MAINWORKOR

DER is of data type: [0]. Null value will be returned in vendor field:100218



ENV: 7.6.04.sp2  

-- 
Patrick Zandi

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Re: PAUSE or SLEEP a filters in between actions...

[Randeep Atwal]

I would recommend not waiting since the thread is blocked and this isn't good 
for thread scalability.

I'd suggest:

When you call the service, set your transaction status to sent, and populate a 
'confim/retry datetime' for now plus x seconds)

An escalation in a dedicated pool every minute, or what you consider a suitable 
period, to look for records where the transaction status is 'sent', and 
'confim/retry datetime'  $TIMESTAMP' and should set a retry display field to 
trip a filter to call their second service to confirm completion, and mark the 
transaction as 'complete' (and set a archive/delete date for when you want this 
transaction archived or deleted)

If their end is not complete, trigger a resend.  Keep a count of retries and 
stop retrying when x number of retries  is met.  Also, set the 'confim/retry 
datetime' that expands with each retry, so you are not flooding them with 
retries after the target system comes up from e.g. Maintenance.



This ideally has all transactions in a seperate ar form.


Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Shellman, David dave.shell...@te.com
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Wed, 30 May 2012 16:10:46 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: PAUSE or SLEEP a filters in between actions...

Joe,

I've used a simple counter in a filter guide to cause a pause in a filter 
operation.

Basically the old programming loop counter to slow down a process.  The filter 
guide loops until the counter reaches a set value.

Dave

On May 30, 2012, at 4:05 PM, Joe Martin D'Souza 
jdso...@shyle.netmailto:jdso...@shyle.net wrote:

**

We are updating an identity management system (OIM) using its SPML based WSDL.

During the operations to suspend or resume a user the output status of this 
operation seems to always be ‘pending’ – which in reality is really an 
intermediate status before ‘success’ or ‘failure’. The lifespan of this 
intermediate status is just a brief fraction of a second before the update 
either succeeds or fails..

From the service consumption point of view, this intermediate status of 
‘pending’ is not quite meaningful other than the the fact that the WSDL call 
was successful. Given a choice I would have rather had the option to wait for 
those few micro seconds, at what point the status of either ‘success’..

They have a operation in the same web service to query the status. Following 
the update WSDL with a query WSDL is what I thought would be my answer to 
getting the new status (although I do not like the option of have another WSDL 
call when there could have been one)... This query however returns the status 
of the the user pre update. Filters as we know have no ‘SLEEP’ type action, 
else I could have used that to pause the filter operations in between the 
update and query operation.

Ideally it would have been perfect if there was an ability to introduce a pause 
between the two WSDL calls.

Is there any ‘creative’ way of inserting a pause in a filter operation that 
maybe I do not know of?

Joe
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Re: PAUSE or SLEEP a filters in between actions...

[Randeep Atwal]

If the call is actually synchronous, I'd tell the OIM side folks to expose the  
'new status'

Make it their problem; if they claim to provide a synchronous service, they 
should be able to show you the 'new status' straight away in the output 
response of the first call.

If it is really an asynchronous service, you could get wild variations in 
response in prod environment, so I'd check that with them.  (Especially if 
their downstream dependencies are undergoing maintenance)

If it is asynchronous, you have to consider the non happy path scenario (ie 
more than a millisecond), and I'd still urge escalations in that case.

Better to check that with them before coding based on what you see in a dev 
happy day scenario is my parting comment :-)

Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Joe Martin D'Souza jdso...@shyle.net
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Wed, 30 May 2012 16:35:55 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: PAUSE or SLEEP a filters in between actions...

Randeep,

Agreed about the blocking the thread concern, but that isn’t really a concern 
on this particular case..

It is noticed that the transitional status of pending is only a brief milli 
second.. However both synchronous as well as asynchronous WSDL calls returns 
that same transitional status. This status considering that operation is almost 
real time, is no value to me. I would rather know right off the bat if it 
failed or succeeded. The risk to blocking the thread because of the 
insignificant time involved is a risk I think I am prepared to take..

I did think of the escalation bit too (that’s basically the design of many BMC 
apps where such integrations are concerned like BMC CLM product)... But in our 
case we are doing a very synchronous task of enabling or disabling a user.. 
Once the request is sent, I’d rather know the results immediately.. Like 
switching on or off a light.. After clicking that switch I really do not want 
to be told by a light switch that my operation is accepted and that light may 
be turned off or on after 5 minutes.. Please come back and check the status of 
that light again..

I do appreciate your inputs though.. very valid points..

Joe

From: Randeep Atwal 
Sent: Wednesday, May 30, 2012 4:23 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: PAUSE or SLEEP a filters in between actions...

** ** I would recommend not waiting since the thread is blocked and this isn't 
good for thread scalability.

I'd suggest:

When you call the service, set your transaction status to sent, and populate a 
'confim/retry datetime' for now plus x seconds)

An escalation in a dedicated pool every minute, or what you consider a suitable 
period, to look for records where the transaction status is 'sent', and 
'confim/retry datetime'  $TIMESTAMP' and should set a retry display field to 
trip a filter to call their second service to confirm completion, and mark the 
transaction as 'complete' (and set a archive/delete date for when you want this 
transaction archived or deleted)

If their end is not complete, trigger a resend. Keep a count of retries and 
stop retrying when x number of retries is met. Also, set the 'confim/retry 
datetime' that expands with each retry, so you are not flooding them with 
retries after the target system comes up from e.g. Maintenance.



This ideally has all transactions in a seperate ar form.


Sent from my BlackBerry device on the Rogers Wireless Network



From: Shellman, David dave.shell...@te.com 
Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 
Date: Wed, 30 May 2012 16:10:46 -0400
To: arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORG 
Subject: Re: PAUSE or SLEEP a filters in between actions...

Joe,

I've used a simple counter in a filter guide to cause a pause in a filter 
operation.

Basically the old programming loop counter to slow down a process.  The filter 
guide loops until the counter reaches a set value.

Dave

On May 30, 2012, at 4:05 PM, Joe Martin D'Souza jdso...@shyle.net wrote:


  ** 

  We are updating an identity management system (OIM) using its SPML based WSDL.

  During the operations to suspend or resume a user the output status of this 
operation seems to always be ‘pending’ – which in reality is really an 
intermediate status before ‘success’ or ‘failure’. The lifespan of this 
intermediate status is just a brief fraction of a second before the update 
either succeeds or fails..

  From the service consumption point of view, this intermediate status of 
‘pending’ is not quite meaningful other than the the fact that the WSDL call 
was successful. Given a choice I would have rather had the option to wait for 
those few micro seconds, at what point the status of either

Re: PAUSE or SLEEP a filters in between actions...

[Randeep Atwal]

Yes, not thrilling, but that's a mature approach with asynchronous services 
which is what you are really describing. 

I'd go with that or you could use my original approach, which is less dev, and 
all in your control.

Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Joe Martin D'Souza jdso...@shyle.net
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Wed, 30 May 2012 17:08:38 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: PAUSE or SLEEP a filters in between actions...

That’s what I was asking them. They said that they ‘do stuff’ with our input 
internally before the record is marked true or false for active after which the 
status changes to a success or a failure if the operation to change the active 
value fails.. So what we are getting is actually a synchronous result of a 
‘pending’ status.

One of the things we discussed with them is that if this is how their design 
is, if it is possible for them to consume a web service I have already created 
on the integration form, where they can query for their requestID and psoID (a 
combination that is unique on the integration form) and update the status field 
there using our custom WSDL that I created, when their operation is complete.. 
I have an update operation defined on the WSDL.. psoID is a unique person 
identifier on OIM and requestID is the ID of unique requests sent to OIM using 
their SPML services.. So this combo is always unique for every SPML request..

That way we can at least inform the user that the operation has been 
successfully accepted, will need some processing time and that they will get 
notified as soon as its complete.. which is possible through a filter 
notification as soon as an update is received from the WSDL I have created..

I’m personally not thrilled by this solution that much although I partly 
contributed to the idea. Its not truly real time when it could have been that 
considering that the lifespan of that intermediate status averages way below a 
tenth of a second..

From: Randeep Atwal 
Sent: Wednesday, May 30, 2012 4:45 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: PAUSE or SLEEP a filters in between actions...

** ** If the call is actually synchronous, I'd tell the OIM side folks to 
expose the 'new status'

Make it their problem; if they claim to provide a synchronous service, they 
should be able to show you the 'new status' straight away in the output 
response of the first call.

If it is really an asynchronous service, you could get wild variations in 
response in prod environment, so I'd check that with them. (Especially if their 
downstream dependencies are undergoing maintenance)

If it is asynchronous, you have to consider the non happy path scenario (ie 
more than a millisecond), and I'd still urge escalations in that case.

Better to check that with them before coding based on what you see in a dev 
happy day scenario is my parting comment :-)

Sent from my BlackBerry device on the Rogers Wireless Network



From: Joe Martin D'Souza jdso...@shyle.net 
Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 
Date: Wed, 30 May 2012 16:35:55 -0400
To: arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORG 
Subject: Re: PAUSE or SLEEP a filters in between actions...

Randeep,

Agreed about the blocking the thread concern, but that isn’t really a concern 
on this particular case..

It is noticed that the transitional status of pending is only a brief milli 
second.. However both synchronous as well as asynchronous WSDL calls returns 
that same transitional status. This status considering that operation is almost 
real time, is no value to me. I would rather know right off the bat if it 
failed or succeeded. The risk to blocking the thread because of the 
insignificant time involved is a risk I think I am prepared to take..

I did think of the escalation bit too (that’s basically the design of many BMC 
apps where such integrations are concerned like BMC CLM product)... But in our 
case we are doing a very synchronous task of enabling or disabling a user.. 
Once the request is sent, I’d rather know the results immediately.. Like 
switching on or off a light.. After clicking that switch I really do not want 
to be told by a light switch that my operation is accepted and that light may 
be turned off or on after 5 minutes.. Please come back and check the status of 
that light again..

I do appreciate your inputs though.. very valid points..

Joe

From: Randeep Atwal 
Sent: Wednesday, May 30, 2012 4:23 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: PAUSE or SLEEP a filters in between actions...

** ** I would recommend not waiting since the thread is blocked and this isn't 
good for thread scalability.

I'd suggest

Re: ARERR [9130] Error encountered while executing a Web Service....

[Randeep Atwal]

Maybe it is returning an array which remedy cannot map back to a single field.  
Since the service supports multiple phone numbers as input according to the 
wsdl help, I think that's likely.

That's a big limitation of using native remedy web service consumption, only 
way we got around this was by coding a filter plugin, invoking a java ws client 
program that consumed the external service and wrote back to ars.

I assume you do have a license key that the wsdl mentions?

You can confirm whether an array is being returned by using soapui (free) to 
make the same call.

HTH

Randeep
Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Joe Martin D'Souza jdso...@shyle.net
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Tue, 3 Apr 2012 18:39:43 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: ARERR [9130] Error encountered while executing a Web Service

Listers,
I just wanted to do a simple PoC (test) and was attempting to consume the 
following WSDL in a test form.. It seems to be a WSDL 1.2 so should be 
compatible..
http://ws.cdyne.com/phoneverify/phoneverify.asmx?wsdl

When executing the filter that sets fields using WSDL, the complete error that 
I receive on my client is:
ARERR [9130] Error encountered while executing a Web Service : Server was 
unable to process request. --- Object reference not set to an instance of an 
object.

We are on ARS 7.6.03 (no patch on windows) and we use Oracle 10 Release 2 as 
the backend database.

To the best of my knowledge, the Dev server where I am trying this is exposed 
to the internet, so this public WS should be accessible – its something I 
cannot confirm so late in the day but will be able to tomorrow if that is the 
issue.. If that is not the issue, I hope to be pointed to the right direction 
by those more experienced than me dealing with consumption of external web 
services..

Cheers

Joe

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Re: Performance Tuning

[Randeep Atwal]

If you refresh multiple tables via one active link, it now treats them as one 
roundtrip between client and server, verified with fiddler.

I believe this is 7.6.4 forward, there are good opportunities for some 
optimization if you see multiple refreshes on unrelated tables (order of 
refreshes cannot be controlled when this is done)

Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Axton axton.gr...@gmail.com
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Wed, 14 Mar 2012 19:54:23 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: Performance Tuning

As far as the work is concerned, the net cost of the operations is the
same, when using an active link guide versus an active link, to perform
some set of actions.  The difference should be negligible.

Now, if you could somehow send one request to the arserver and retrieve the
data for all the table fields at once, that would be a different story.  It
would also be a different story if the javascript used asynchronous calls
to refresh the table fields.  The active link processing is serial though;
this is why the output to the logs is serial and why the request/response
pairs are serial.

I think it would be a grand change if they could extend the active link
processing (and subsequently, the javascript used to emulate the active
link processing) to break down the workflow and make a determination on
when synchronous/asynchronous calls could be used.  I would even take the
ability to manually specify which calls are asynchronous and which are
synchronous (where the branching in the execution can occur) and define the
synchronization points in the workflow.  This change would go a long way on
the performance of the applications and it would let you have the best of
both worlds (visual characteristics and performance).

Axton Grams

On Wed, Mar 14, 2012 at 6:55 PM, Jason Miller jason.mil...@gmail.comwrote:

 ** Ah, I am following you now.  Instead of having multiple sets of
 redundant Active Links (say to refresh a set of tables) for different
 actions, put one set in a guide and then you just need individual ALs to
 call the guide instead of duplicating the action ALs for different
 conditions.  Basically make  subroutines.

 Jason


 On Wed, Mar 14, 2012 at 1:48 PM, Joe Martin D'Souza jdso...@shyle.netwrote:

 **
  Its not a hard hitter but it accounts for smaller cache sizes by
 reusing code instead of recreating it everytime its required.. Useful when
 every run counts.. Wont make a big difference if your application footprint
 is small.

 Joe

  *From:* Jason Miller jason.mil...@gmail.com
 *Sent:* Wednesday, March 14, 2012 4:45 PM
 *Newsgroups:* public.remedy.arsystem.general
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Performance Tuning

 ** Hi Joe,

 Can you expand on why using an guides (particularly AL) increases
 performance?

 Thanks,
 Jason

 On Wed, Mar 14, 2012 at 7:52 AM, Joe Martin D'Souza jdso...@shyle.netwrote:

 **

 You could add a few more to that jar that I can think at the top of my
 head...

 #15 Select appropriate Refresh Option for menus depending on their use
 (On Connect, On Open, 15 Minute Intervals).
 #16 Use Active Link or Filter Guides where possible.
 #17 Refresh your table fields only when necessary  use appropriate
 chunks sizes
 #18 Design Flashboard variables carefully.
 #19 Use Computed or Dynamic groups where possible... I’m guessing this
 does impact performance too??

 I’m sure there are other performance related AR System related
 parameters Might be a good idea to compile a good list more relevant to
 our current versions..

 Joe

  *From:* patrick zandi remedy...@gmail.com
 *Sent:* Wednesday, March 14, 2012 10:13 AM
 *Newsgroups:* public.remedy.arsystem.general
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: Performance Tuning

  ** I am looking at a jar in front of me.. it says the following::
 #1 use indexes appropriately
 #2 use efficient queries
 #3 consider using set field action in filters instead of AL
 #4 avoid using filters which perform run process to run a macros (old)
 ##5 stagger escalations times
 #6 use direct sql, $PROCESS$ sparingly
 #7 avoid sending notifications to too many addresses (hah!)
 #8 minimize the number of diary, and long charcter fields
 #9 avoid admin tool / migrator during peak hours.
 #10 keep your application design simple
 #11 implement MPSO (hah!)
 #12 Define carefully the number of fast and list servers.
 #13 allocate enough shared memory for the db.
 #14 provide adequate computer network resources.

 Most still apply !


 On Wed, Mar 14, 2012 at 10:05 AM, Barber, Sue sbar...@mitre.org wrote:

 **

 I would be interested in that as well!

 

 Sue

 

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Pruitt, Christopher (Bank of
 America Account)
 *Sent:* Wednesday, March 14, 2012 9:54 AM
 

Re: Hyperlinks in MidTier

[Randeep Atwal]

Only workaround I am aware of is to upgrade arserver to 7.6.4 and convert 
necessary field to rich text format.

Hth, RandeepHth, Randeep/div
Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: Nall, Roger roger.n...@t-mobile.com
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Tue, 13 Dec 2011 14:16:07 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Hyperlinks in MidTier

ARS 7.1 patch4
SQL2000
Midtier 7.6.4 sp1

We have moved to the mid-tier recently. Still working on the server upgrade. 
Our users have noticed that hyperlinks in the Work Log look like text rather 
than a hyperlink. I was wondering if anyone had a workaround or an answer as to 
why that is.

Thanks,

Roger Nall
Manager, SA Business Intelligence/Remedy
Desk Phone: 972-464-3712
Mobile: 973-652-6723

Helpful Links:
| Reportshttp://bi.eng.t-mobile.com:8080/InfoViewApp  |SA_Suggestion 
Boxhttp://saintake.t-mobile.com/ | SA_Trouble 
Tickethttp://natweb.eng.t-mobile.com/sites/TTWeb/CreateTicket.aspx |



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Re: Loadbalancer issue in Mid-Tier 7.6.04 SP2

[Randeep Atwal]

They mean software cluster at the web server level. �This works with the 
exception of Atrium CMDB as far as I know. �BMC are working on making Atrium 
work (they have some non serializable classes at present within Atrium I 
believe), but normal arsystem forms will now work with a clustered setup that 
does not require a sticky bit for the web server tier. �

This also works with the arsystem servers set to have no sticky bit.

Sent from my BlackBerry device on the Rogers Wireless Network

-Original Message-
From: patchsk vamsi...@gmail.com
Sender:   Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
Date: Mon, 21 Nov 2011 06:20:52 
To: arslist@ARSLIST.ORG
Reply-To: arslist@ARSLIST.ORG
Subject: Re: Loadbalancer issue in Mid-Tier 7.6.04 SP2

Thanks for the reply. We are not into this version yet, so just trying to 
understand the changes in 7.6.04.

As we are not talking about Clients and  midtier, I do see the following 
notes related to this also in the same white paper.
Load balancing between the clients and web servers without 
setting a sticky bit. If the web servers in your AR System were installed 
in a cluster (with fail-over 
enabled), then setting the sticky bit on the load balancer between the 
clients and 
web servers is not needed.

Do they meant software cluster at web server level, not a hardware cluster.
Webservers configured in a cluster have inbuilt mechanism to share sessions?


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Poartitioning

[Randeep Atwal]

Hi All,
 
 Is anyone in particular leveraging oracle partitioning to help with 
performance and scalability? 
 
 I am investigating options other than archiving to a seperate form since that 
method breaks reports that require access across a large span of data, unless 
you build  unions between tables in a seperate environment, that would require  
considerable extra work in customizing the Analytics universe within ITSM 7.5, 
and affect the upgrade path repeatedly.
 
 I'd also like to respect the OOB functionality of being able to link requests 
together. If we archive requests to a different form, we will lose the ability 
(without customization) to navigate to a request from the relationships tab of 
either the CI, other Incident, Problem record if it is archived to a seperate 
form.

 

The only think I can think of is using table partitioning, but I'd like to see 
if others have got the expected results using this method, or if there are any 
other methods you may be using.
 
Thanks
 

Randeep

  
_


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Remedy for facilities management

[Randeep Atwal]

Hi listers,
 
Just wanted to reach out and get a quick poll from the list as to whether 
you have used Remedy to cater to your organizations Facilities Management 
needs.

Here are the areas of particular interest:

Preventative and Reactive Maintenance on Facilities assets such as HVAC, 
UPS, going down to fire extinguishers, building systems such as Heat, AC, 
 Doors, Roofs... (ideally with all of these things integrated with ITSM 7.x 
 and the CMDB/Asset Management)
 
Self Service for end users requesting facilities requests via SRM
 
 Mobile Access via Aeroprise for facilities technicians who always work 
 away from their desks, needing to close down a ticket.
 
 If you can confirm that you do use remedy for some or all of these 
 purpose, it would be much appreciated; the driver is that we need to give 
 our Facilities group some assurance that if they were to go down this 
 path, they would not be alone, and that this has successfully been done by 
 other organizations.
 
 We are particularly interested in knowing of organizations with a large 
 multi-building campus as well as sites in various countries that use the 
 system to manage Facilities work.
 
 If you have any type of integration to a dedicated Facilities Management 
 system such as ARchibus, details on that would be very useful also.
 
 Thanks
 
Randeep
  
_
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http://go.microsoft.com/?linkid=9691818
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Operating System Preference for Remedy

[Randeep Atwal]

Hi List,
 
Thought it would be a good idea to reach out and get the lists feedback and 
experiences on the OS that you use with Remedy.
 
We are presently trying to select an OS platform for ARS and ITSM 7.  We are 
not yet tied down to any specific OS, but the main focus of our comparison is 
between Solaris 10 and RedHat Linux 4/5
 
Our hardware will be selected based on the OS decided.
 
Our backend db is already determined to be Oracle 10g on Linux, although any 
comments on this would also be appreciated...
 
Some basic environment info:
 
We expect the environment will be load-balanced and scale to 4000-5000 
concurrent users, starting off at around 2000 users.
 
We will be running ITSM 7 with IM/PM/CM/AM/SRM/CMDB and probably Analytics 
 
It would be safe to estimate incident ticket volume requirements at around 
50,000 a week.  That is the largest in terms of record growth / volume of the 
apps I mentioned.  CMDB will eventually hold 30 million CI's, but that number 
could go higher... I guess after a few million, any table scan will make itself 
known :-)
 
We will likely be looking at utilizing some method of virtualization in our 
architecture, to make use of server groups for escalation/email engine (heaving 
incoming/outgoing)  /integration jobs/reporting)
 
Can any of you speak to what you have that supports a similar environment, and 
any problems you are having, and what OS you wish you had, or whether you are 
happy that your current architecture is the best you could envisage.
 
Any pros and cons that you can offer for Solaris 10 vs Linux would also be 
appreciated!
 
Thanks
 
Randeep
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Re: Failure during SQL operation to the database

[Randeep Atwal]

Hi Mark,

I would ensure that your Oracle schema allows the ARAdmin user privileges 
to create views, and ideally compare the account privileges to a working 
ARS Database if you have one.

(Especially if you are connecting to a database that was recently imported 
using the imp Oracle command)  - Depending on how the imp is done the 
database is restored, but the ARAdmin user can be recreated without the 
necessary privileges (i.e. create view privilege)

Regards

Randeep Atwal

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