Re: remedy 9.0.1 - Unable to clear all records using escalation
No errors in escalation or arerror logs. It just stops after processing few records. Is there any other log file I should check for errors? Thanks! Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: remedy 9.0.1 - Unable to clear all records using escalation
Max entries returned by getlist is set to 0. -Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: How to check the active license key?
Got it. Thanks! -Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: License Monitor Application 'LicMon'
Thanks! I will try RRR. -Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: License Monitor Application 'LicMon'
We are not using any OOTB modules - Incident, Change or Asset Management. Would RRR work in a customized environment? Thanks!! Kaur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Escalations aborts after exception - remedy 9
Thanks. I appreciate it. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Create a ticket with attachments from incoming email
Hello We have a custom form, A that works as an email parser. All incoming emails intended for a specific clients are recorded in it. Other client uses OOTB AR System Email Messages. Form A creates a ticket from an incoming email. How to add email attachments in the form ? How AR System Email Attachments work? Does any attachments coming in AR System Email Messages gets stored in ticket attachments field? We have a customized ticketing console. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
How to check the active license key?
We have multiple ARServer licenses listed in License Review form on v7.6.4. How to check which one is currently active and is being used by the remedy? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
remedy 9.0.1 - Unable to clear all records using escalation
Hello! I am having issues clear records from a form using escalation. The form has 15k+ records. Every time I run the esc, it clears 7000 records and then stops. Nothing in the escalation logs. Then I run this again and this time it clears only only 3000. I tried changing the esc pool and increasing the thread. What could be the possible reason? Any idea. This is working fine on v7.6.04. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Escalations aborts after exception - remedy 9
Hello! I am running into an issue with remedy 9.0.1 escalations. We have an escalation that pushes the data from a view form, say A to a regular form, say B. If any mandatory field on form B is pushed with a NULL value, escalation returns an exception and aborts. It does not process rest of the records. While on 7.6.04, we have the same escalation that writes all the errors to aerror.log and continue processing rest of the records. Is this an issue with Remedy 9.0.1? Can we log such exceptions in arerror.log file and continue processing rest of the records? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: License Monitor Application 'LicMon'
We are using LicMon to monitor licenses for all clients. Using this, we can track total# and available fixed or floating licenses. It also returns individual/user license details. The main purpose behind this is to get an alert if we need to buy more licenses for that client. To calculate this information, LicMon imports 2 forms ADM :License Monitor and ADM: Individual License Detail. It uses 2 perl scripts in the background that calculates the license information and loads it in these tables. These scripts uses ARSPerl module and some API calls. I am not sure from which form/table it is getting the data. We want to get rid of these scripts and create some remedy workflow that calculates similar information from the data available in OOTB forms like License Review or using API. I need help with #1 understanding the perl script and creating a remedy workflow #2 any other license monitoring application that does not use perl script and returns same type of information. I read about RRR but not sure how much similar is it with LicMon. At present, I can't see any data in AR System Historical License Usage Form. Is this something that needs to be turned ON? FYI - We are highly customized and don't use most of the OOTB ITSM modules. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: AR System Email Mailbox Configuration
I re-cached several times. The concern is the 2 views of this form. If there is only one view OOTB then I can remove the second view which is a Web view. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Can't open filters in dev studio
Thanks. I will try getting dev studio v9 and test again. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: AR System Searches Preferences
Thanks I will update the server information. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: AR System Email Mailbox Configuration
Yes. I have enabled that option and it does open Default admin view now but I sill have issues. Can't update email server password. It allows only a single character to be entered. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: AR System Email Mailbox Configuration
Yes. I checked the workflows. There is no AL that changes the view. I believe OOTB, remedy looks for a web view of the form on mid-tier. I have enabled 'Display Standard views' option on mid tier config and that worked. Though it displays default admin view now but I still have issues. Can't update email password. It allows only a single character. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: AR System Email Mailbox Configuration
I am not sure of any customizations. We upgraded from 7.6 to 9 and there are 2 views in both the versions. #1 Label - Default Admin View Name - Default Admin View View Type - Standard #2 Label - Default Admin View Name - Web View View Type - Web - Alternate On user tool, it opens #1 and on mid tier it opens #2. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: License Monitor Application 'LicMon'
Can't I get the user information from 'Manage User Licenses' form like current logged on users and type of license? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AR System Email Mailbox Configuration
Hello! Web view of 'AR System Email Mailbox Configuration' shows a blank screen with 2-3 buttons. I tried to open this form on remedy 9 mid tier but it doesn't work the way it works on user tool. I enabled 'Open Default forms' on mid tier config settings so that all the forms open in default view and not web view. Is there any other way to use this form on mid tier? Is the blank screen/web view OOTB? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: AR System Email Mailbox Configuration
I flushed mid-tier cache but since there are 2 views in this form, on remedy web it opens web view and on user tool, it opens Default admin view. Do we have a web view of this form OOTB with just 2-3 buttons? Attached is the screen shot of this view. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Can't open filters in dev studio
Hello, I can't open filters in developer studio v7.6. I am getting error 'Unable to retrieve filters. The SQL database operation failed'. Attached is the screenshot. The error occurs when I connect to remedy 9 server but works fine with 7.6. Do I need to upgrade developer studio? If yes, to what version? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Run Macros on mid tier
Hello, How to run macros on remedy 9 mid tier? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
AR System Searches Preferences
Hello, We upgraded remedy and copied all the data from version 7.6 to 9.0.01. Form 'AR System Searches Preferences' have a server name field that still points to 7.6. Do I need to update all the records in this form to point to v9.0.1? What is the use of this form? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
License Monitor Application 'LicMon'
Hello, We are using a free License monitoring utility 'LicMon'. It uses perl scripts to load license information to 'ADM-License Monitor' and 'ADM-License Individual Detail' form. I am trying to get rid of these scripts and create a remedy workflow. Any idea how to do it? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
SRM 8.1.01 Mapping Questions and Responses
Hello all, Looking for guidance. Does anyone know how to map Questions Text, and Question Responses to the SR Details field, to push to an Incident during Service Request creation? I have fairly large SRDs, 15+ questions, and, when I do the advanced mapping, I want labels in front of the Responses, on the notes (detailed description) field of the Incident, however, I only want labels for active questions answered. Right now, I have static labels, but, no responses to them, depending on the questions the users answer. I know this is going to be a customization, but, I need to have this done per the requirements from my employer, and I'm having trouble. Any help would be very much appreciated. Thank you for your time, Josh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?
i try with the patience! I have been escalated to Customer Engineering and i have suggested the look at the build also. lets see what this brings. Keep you posted. Deyon ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?
Pascale, I spoke with the webadmins, all our environments are clustered too. - they further indicate, what Longwing, Lj refered to as session sharing between different Tomcat in websphere is called session persistence or Database persistence neither of which has ever been configured and is not recommended as session persistence is taxing on the jvms and there is overhead to configuring database persistence (additional databases etc). My OS levels are as follows Http Servers -AIX 6100-07 JVM Servers - AIX 6100-07 JVM Servers - AIX 6100-07 ARServer - AIX 6100-07 I am still waiting on BMC regarding the fiddler, wireshark, web sphere logs, application logs, etc, results/findings. 2 months since this request has been open with BMC, maybe won't be long now. Will keep you posted, Deyon ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Remedy Refresher needed
Hi Scott, in addition to what Longwing, L suggested, Since you have "had several interviews for some great jobs but I have bombed them all because my Remedy detailed knowledge is way too cloudy (use it or lose it)", Post the questions you have compiled from these interviews, may be we call all pitch in to help you with answers.. Here is some help . - if you get no access to current documents, using google search "BMC Remedy" filetype:pdf .. you will probably get prior version docs, (not 8 but may 7.x) - Doc and know how -- via BMC Communities http://communities.bmc.com - Youtube of Demo of the products. - Search list for "Interview Questions" - Start reading the problems and solutions of current postings... http://www.mail-archive.com/arslist@arslist.org/msg61596.html 1) What is the difference between and Active Link and a Filter? 2) What is a .def file used for? 3) What is a .arx file? 4) Who is Doug Mueller? 5) What is a use for an Active Link Guide? 6) What type of field is the "Worklog" field? 7) Name two DBMSs in which Remedy ARS can run on top of? 8) What does ARS stand for? 9) What are the core fields? 10) What does $MENU$ do? 11) What is the function of DDE-Poke? 12) What are ar.ini and ar.conf files used for? 13) Describe the features that are available by comparing ARS Ver. 6.3, 7.1 and 7.5 majorly? 14) Why ardiff utility is used for? 15) How do you deploy your application on web? 16) When and in what situation you use workflow log, arerror.log, arfilter.log, aresc.log? 17) Explain the actions available in active link which are not in Filters. Explain why it is not. 18) Why ardiff utility is used for? 19) What is the primary table in the AR System data dictionary? 20) How does the AR System manage the data you see in Remedy Forms? 21) Without using DSO or EIE, what are your thoughts for providing a 'STANDARDIZED' methodology for interfacing/integrating with Remedy applications. This customer was actually looking to use C.I.M. or some other open standard solution to interface with Remedy what you say? 22) How do you troubleshoot AR System server outages to restore access to the system? 23) How does mid-tier work and where does it fit in the client server architecture? 24) Describe how filters work? They were actually looking how filters work in different phases... which led to the next question. 25) Can you force a filter to fire all actions in the first phase? 26) List all of the possible uses for guides. They were looking for walking tables? 27) What is walking tables? 28) when you use CMDBDriver.exe command line utility? 29) When you use arreload.exe command line utility? 30) how you reset the application administrator / demo password if you forget it? 31) When you use arsignal command line utility? 32) When you use runmacro command line utility? 33) When you use archgid command line utility? 34) How many table types are available in ARSystem Database and explain them? GOOD LUCK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Attachments Vanishing
We have been experiencing this a similar issue Started after upgrade from 6.3P20. Issue reported: 11/15/11 07:43:23 Environment at time ARSERVER = 7.5.00 Patch 004 201002051027 OS: UNIX 6.1 ORACLE = 10G JAVA - 1.5 WEBSPHERE 6.1 Java webshpere = 1.5 Mid-tier version = 7.5.00 Patch 004 201002051027 Custom Environment. On the Midtier, on create of new ticket Change (does not occur with Service/incident, just tested) with attachment as a non-admin, the attachment is not saved within ticket. You have to re-attach attachment after saved request. This does not occur if the user is an admin. The occurs in all version of internet explorer and mozilla. At the time: re-added permission to attachment field , save the form, then removed the permission added then re-add original permissions. Then tested adding the attachment to on create in the web as non-admin and that worked. Current ARSERVER = 7.5.00 Patch 004 201002051027 OS: UNIX 6.1 ORACLE = 11G JAVA - 1.5 WEBSPHERE 6.1 Java webshpere = 1.5 Mid-tier version = 7.5.00 Patch 004 201002051027 We still experience this issue today. (just tested with non-admin id) Guess my users are working with the work around of creating the request first then adding the attachment. Also, occurs with MT 7.6.04 SP4 201305030241 Hotfix on IBM WebSphere Application Server/8.0 with ARS 7.5.00 Patch 004 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Web services
Deepali, Try using SOAPUI as suggested to consume the WDSL. Quick Hint: Go to youtube, "Using SOAP UI" ... for a demo and intro to the software. Dee ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?
Hi John, Thanks for responding , (with this issue i'm learning more about our websphere) Our current websphere infrastructure is of the same model, and the jvm is a cluster at web sphere 6.1. I inherited this environment at maybe web 6.0 OR probably one version earlier. Then upgrade to 6.1 with 7.5 p4 MT So that model works. Hopefully, BMC will provide a solution this week; whether to change model or fix to existing model. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?
Yes we did. ( that was also suggested by BMC) In the Websphere Admin Console, choose WebSphere Application Servers > serverName > Session management > Enable Cookies. Make sure that the path is set to the context root of the mid tier. To ensure that users can log in successfully, create a new NoAdditionalSessionInfo property: Choose WebSphere Application Servers > serverName > Web Container > Custom Properties. Create a new NoAdditionalSessionInfo property, and set it to true. Restart the IBM WebSphere server. That didnot help. After that change, the issue seemed to disappear; then the next day, started testing - it reoccurred. We have done fiddler trace, wireshark capture, provided web.xml files for both MT and Websphere, logs, anything BMC asked; but still pending ... so hoping someone on the list can provide another hint (something we missed).. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Midtier 7.6 sp 4 on websphere 8 is not working, any suggestions?
Thank you pascale ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Anyone beta testing
Ok finally my senses lighten up and realized I made a wrong selection while posting a reply to this thread. My apologies to BMC. Note to all:Do not post info other than what is publicly available related to beta testing. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
SRM full view for reporting
Within the Service Request Management module, I need to create a report which requires data from the SRM, SRD, WOI and TMS forms. Here's what I know: - the link between SRM and SRD - the link between WOI and Task is in TMS:Associations What I don't know is the link between SRM/SRD and TMS:Associations. Can someone help? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Admin tool download
I am looking to download the admin & user tools. Would anyone have the link? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Running OOB Reports on thin client - ARS Server 7.5
Hello Kali, I'm currently running 7.5 so this fix may not work for you. You can view reports by replacing the Crystal reports with AR System versions. To do this search the Reports form in the user tool and find the form calling the report. In my case it was HPD:helpdeskreportjoin. Now all of my print buttons work! Thanks, Adam Seymour ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Gap Analysis helpdesk
I have to do a gap analysis between help desk 6.3, and a customized help desk 6.3.? I have a migrated report showing which fields/forms/active links, etc are equal, unequal and not found.? Is there somewhere a procedure or info that can guide me through it? Thanks! AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: 'defective by design'
Amen, Amen. Remedy is the best! The only trouble I have is with the foreign support. The accents are too thick to understand, and they can say anthing I can't follow. Other than that, after 10 years, Remedy is still the best. (still wearing green, but thankful to BMC). Best wishes to your retirement. -Original Message- From: Langen, Alfred <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Wed, 6 Jun 2007 3:50 pm Subject: 'defective by design' ** Thank you, Axton. Yes, dear listers, there is a big difference between “as designed” and “limitation of implementation.” I am getting ready to retire after 48 years, 8 months and more than 25 years of stuffing all that dough into the Social Security system. I would like to pass along to all of the listers one small piece of advice: before calling support, remove the chip from your shoulder. The Remedy support team members are real people and deserve your respect. Yes, there are those who are still novices, and if you will help them to become better support persons, they will become better support persons. You will reward yourself by cooperating and will gain nothing by ranting about poor support. I wish you all successful implementations of the Remedy product. I have seen a lot in my lifetime and this product is truly one of the best. Alfred Langen Remedy Technical Support Unix Server Team -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, June 06, 2007 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Administrator performance slow -RESOLVED As designed I hear this a lot on the list these days... maybe bmc needs a disposition of 'defective by design' for these things... there is a big difference between 'the design is defective', 'the product is defective (does not meet the design)', and 'the design is good, this is a limitation of the implementation' Axton Grams __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
ARS server 7.00.01 installation error
ARS svr MS 2003 std, SP1 Db svr MS 2003 Ent, SP1 MS SQL 2005 std I have tried using both the ARS 7.0.1 & patch 1 installers with the same results. This new installation fails when it tries to create the ARAdmin account on the database. It copies all the files onto the ARSystem server and creates the database (*.mdf) and log (*.ldf) files on the remote database server. Viewing the database through the SQL 2005 client, I end up with an installation that has a ARSystem database instance with dbo, but no ARS forms/tables and no ARS admin account of "Demo". The installation ends with a statement that I can import the forms manually, but I don't know how since I have to have an admin account to use the AR import tool. I believe there might be a some new SQL configuration setting that is causing the creation of the ARAdmin account to fail, but I am new to 2005. The sa account to the database has full priveledges on the remote database. I would appreciate any help. I started this process last Friday and the BMC crew has only anwsered with questions to date. Below are some snippets from the ar_install.log --- 08:25:57 > _RunSQLQuery: Entering function < 08:25:57 Running database script on MSSQL: queryfile.sql 08:25:57 User: ARAdmin 08:25:58 ->[WARNING]: LoadDatabaseMS(ARAdmin, , MCPHA4001\FCCS, queryfile.sql, arscript.err) 08:25:58 Database script returned: 2 08:25:58 < _RunSQLQuery: Exiting function > --- --- 08:40:04 > _RunSQLQuery: Entering function < 08:40:04 Running database script on MSSQL: ARSystem.syb 08:40:04 User: ARAdmin 08:40:05 ->[WARNING]: LoadDatabaseMS(ARAdmin, , MCPHA4001\FCCS, ARSystem.syb, arscript.err) 08:40:05 Database script returned: 2 08:40:05 < _RunSQLQuery: Exiting function > --- --- 08:41:49 > _RunSQLQuery: Entering function < 08:41:49 Running database script on MSSQL: queryfile.sql 08:41:49 User: ARAdmin 08:41:49 ->[WARNING]: LoadDatabaseMS(ARAdmin, , MCPHA4001\FCCS, queryfile.sql, arscript.err) 08:41:49 Database script returned: 2 08:41:49 < _RunSQLQuery: Exiting function > --- 08:41:59 ->[ERROR]: Couldn't create the "Demo" user. 08:41:59 ->[ERROR]: Failed to create a valid Admin user. This installation cannot complete importing of forms or data. A valid Admin user will need to be created and forms and data manually imported. This error occurred after the installation of the AR System was completed. To correct this error, import the sample applications from the samples subdirectory. 08:43:41 Done importing forms. 08:43:41 ->[ERROR]: Failed to complete AR Server installation. Chuck Koch [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Query regarding *.data file created in Session swap folder.
Hi, Check out this post on NewAtlantas site. http://www.newatlanta.com/c/products/servletexec/self_help/archiveSearch/det ail?page=1&messageId=186267 Looks like it is the same issue you're having in your environment. Boris. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Attachments via Java API
Hello list, I wonder if anyone could show me an example of saving and retrieving attachments using the Java API. I was looking in the list and I've found some pieces of code but I don't know if they work or not. Thanks, Mariela ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
