Re: User sees unaligned fields

[Wilson, Harry]

Since you mentioned the preference server, these are the first two
places I would look.

1) From User, check "tools\options\display" to be sure they have not
changed the font for a field or two.  (I have had users do this).

2) From the form AR System User Preference, check that the user does not
values on the display tab or if you are using values on this page, that
they have the same values as everyone else.  Twice, I have ended up with
values in those normally blank fields (blank for us, anyway).

Harry Wilson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
Sent: Wednesday, July 29, 2009 09:38
To: arslist@ARSLIST.ORG
Subject: Re: User sees unaligned fields

I've also seen this issue caused by the user having their Windows DPI
settings set to Large Size.

>From the user's desktop, single-right-click on any blank spot.
Single-left-click on Properties
Single-left-click on Settings
Single-left-click on Advanced
Single-left-click on General tab
If the DPI Settings isn't "Normal Size (96 DPI)" change it to Normal
size.

You'll probably have to reboot.

Thad Esser
Remedy Developer
"Did you ever wonder why we had to run for shelter when the promise of a
brave new world unfurled beneath a clear blue sky?" - Pink Floyd


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**
Be sure to check the view of the form the user is referencing (tools,
options, advanced - Default Form view) You can also wack the arf and arv
Doug

From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Trond Valen
Sent: Wednesday, July 29, 2009 8:13 AM
To: arslist@ARSLIST.ORG
Subject: User sees unaligned fields

**
Hi

I have a user who sees fields as unaligned in User tool (with preference
serevr), but they are aligned in Admin tool. Does anyone know how this
can be? He has logged in and out ...

-Trond
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Re: Trying to use BackChannel (AR Mid-Tier v7.0)

[Wilson, Harry]

Mark,

Not exactly broken, your code to open the ticket from the
HPD_IncidentInterface_Create_WS form could be perfect.   But if your
HPD_IncidentInterface_Create_WS form was a copy of the
HPD_IncidentInterface_Create with some tweaking for the Web Service,
then it is going to look for an entry in the "Operational Catalog Setup"
form.

Yes, I believe that you are stuck until you get help from someone with
administrative access.  It may be all you need is have them create an
entry in the "Operational Catalog Setup" form and your done. And I think
there is a good chance of that because you have confirmation that an
interface record was created.

If further diagnoses is needed, the Remedy admin will have to do some
filter and active link logging to see at which point the creation of the
HPD:Helpedsk record fails.

Personally, I find it amazing and admirable that you have gone to this
extent to come up with your solution. I'm happy when someone has done a
tenth of the work you have toward defining what they want and working on
a solution.  Hopefully your admin/developer/support person feels the
same way and helps you finish this off quickly.

Harry

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of grenadaguy
Sent: Tuesday, July 28, 2009 14:24
To: arslist@ARSLIST.ORG
Subject: Re: Trying to use BackChannel (AR Mid-Tier v7.0)

Harry, are you saying that the installation I am trying to use is broken
in some way for Web Services as a result of being an upgrade from a
previous AR version (actually I think it was upgraded from v5)?

If that is the case, then I guess I am stuck until I get somebody with
administrative access to the server to fix the problem, possibly in the
way you describe? What diagnostics could I get them to look at to
determine if this is actually the case? Is there any other functionality
than Web Services which might be affected adversely by this issue?

--


Mark,

You said:
 I have set up a request in soapUI and am getting a response back 
 with an incident number (below), but no ticket is created and there

 is no error to say what the problem might be (not much better than
 BackChannel??)

You are submitting the request to form HPD_IncidentInterface_Create_WS.
The submission is accepted by this form (your incident number), which is
in turn submitted to HPD:Helpdesk on open.  This is where the disconnect
is occurring.

I have a few systems that submit tickets via email on Remedy 6 that I
had to transfer to Remedy 7, which we did using the
HPD:IncidentInterface_Create form.  One of the things I needed to setup
was an entry on the "Operational Catalog Setup" form for each
Organizational Tier.  Without this, I was able to create an entry on the
interface form but failed in turn to open an HPD:Helpdesk (Incident)
ticket.

Sounds similar to the problem you are having, and could have the same
cause.

Harry


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p24579862p24708139.html
Sent from the ARS (Action Request System) mailing list archive at
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Re: Trying to use BackChannel (AR Mid-Tier v7.0)

[Wilson, Harry]

Mark,

You said:
 I have set up a request in soapUI and am getting a response back 
 with an incident number (below), but no ticket is created and there 
 is no error to say what the problem might be (not much better than 
 BackChannel??)

You are submitting the request to form HPD_IncidentInterface_Create_WS.  The 
submission is accepted by this form (your incident number), which is in turn 
submitted to HPD:Helpdesk on open.  This is where the disconnect is occurring.

I have a few systems that submit tickets via email on Remedy 6 that I had to 
transfer to Remedy 7, which we did using the HPD:IncidentInterface_Create form. 
 One of the things I needed to setup was an entry on the "Operational Catalog 
Setup" form for each Organizational Tier.  Without this, I was able to create 
an entry on the interface form but failed in turn to open an HPD:Helpdesk 
(Incident) ticket.

Sounds similar to the problem you are having, and could have the same cause.

Harry

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of grenadaguy
Sent: Tuesday, July 28, 2009 08:00
To: arslist@ARSLIST.ORG
Subject: Re: Trying to use BackChannel (AR Mid-Tier v7.0)

I installed aruser and aradmin to try this out but wasn't able to successfully 
authenticate with aradmin (presumably because I have no administrative access) 
and aruser looked just like the GUI you see with the browser. The problem is in 
mapping the required fields in the GUI to those required by Web Services, I 
don't have a problem with creating incidents via the GUI. Sorry if I missed 
your point.

--


Grooms, Frederick W wrote:
> 
> Here is my thoughts on this.
> 
> Since you know what form the Web Service is submitting to and the data 
> you are passing in the create operation you can open the form in the 
> User tool (use the same login and password used in the Web Service 
> header).  Turn on the Filter logging in the User Tool ( Tools -> 
> Options -> Logging).  Put in the same data you passed with the Web 
> Service and you would then have logs to trace.
> 
> BTW:  You can get to the server log files from the user tool in a 
> couple of ways if you know the location of the files.  The easiest is 
> with the Remedy Administrator you can create a form with an attachment 
> pool (to hold the file) and using the PROCESS command of 
> PERFORM-ACTION-ADD-ATTACHMENT in a filter have the server store the 
> log file into an attachment.
> 
> Fred
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of grenadaguy
> Sent: Friday, July 24, 2009 4:58 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Trying to use BackChannel (AR Mid-Tier v7.0)
> 
> Jarl, I started looking at backchannel before I was made aware of Web 
> Services and haven't spent any time on it since. So far I have not 
> been able to get Web Services to work with the constraints I am under 
> so really researching it has been no more productive than trying to 
> use backchannel.
> 
> It seems that out of the box Web Services is basically crippled for a 
> non-privileged user because it doesn't provide any diagnostics in the 
> response to tell you what is wrong with a request.
> 
> If I were trying to use Web Services with, say, Amazon, would I have 
> to be calling Amazon technical support for them to turn on diagnostics 
> and look through logs? Wouldn't I have a clearly documented interface 
> with a way of determining the allowed values for each field, including 
> whether a particular field could be left empty? I don't think I have 
> that with the Remedy installation I have here, and I would be 
> surprised if it was changed from out of the box.
> 
> Once again I am appealing for suggestions on the way forward.
> 
> --
> 
> 
> With those two document you should get a good overview of the 
> different methods of creating integration into AR System. So, then I 
> find it strange that you spending a lot of time trying to integrate 
> trough an undocumenteted interface(using the backchannel method)
> 
> I would go for the wget and an xml integration(soap). Since you got an 
> resonse from the SoapUI then your on the correct path. But like others 
> pointed out, you need acess toi turn on logs and other mechanism to 
> pin point where the error is. (I suspect the error to be that you do 
> not send all necesary information to create an incident)
> 
> --
> Jarl
> 
> 
> 
> 2009/7/23 grenadaguy :
>> Jarl, I've read the relevant parts of:
>>
>> White Paper
>> September 27, 2006
>> BMC ® Remedy® IT Service Management 7.0 Integrations
>>
>> and
>>
>> BMC® Remedy® Action Request System® 7.0 Integrating with Plug-ins and 
>> Third-Party Products
>>
>> As well as browsing through a large number of others looking in vain 
>> for any details of BackChannel (the latter is sort of documented in 
>> the performance testing document).
>>
>> Is there any other documen

Re: Books for Remedy version 6 ,7 and CMDB

[Wilson, Harry]

LOL - John, I feel that way to sometimes.
 
To address the question, I have not seen nor expect to ever see a
commercial book addressing Remedy and the CMDB.  I have seen books for
Crystal Reports.  I have never ordered or read any of them so I don't
know if any of them are useful, but at least they exist.
 
Harry



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John
Sent: Wednesday, February 18, 2009 11:03
To: arslist@ARSLIST.ORG
Subject: Re: Books for Remedy version 6 ,7 and CMDB


** 


You could try "How to work with depression" -- I forget the author.




OK - OK -- that was supposed to be a joke. Chill


-John


-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com

On Feb 18, 2009, at 3:52 AM, Rajat Sharma wrote:

** 
Hi All,
 
I have recently started working as a Remedy admin and need to know what
are the good books available in the market so that I can improve my
understanding in Remedy, Crystal Reports and CMDB.
 
 
Thanks,
Rajat
 
 
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Re: How many places does Remedy store the Login ID?

[Wilson, Harry]

If you are using ITSM products, you may want to consider more then just
C2 (Submitter) and C5 (Assignee) for records that are still open.
 
Example: if you are on Helpdesk 6 or Change 6, if you don't update the
Requestor Login (field 24005), then notifications to the client will
fail because it won't find the matching record in SHR:People.  Also in
Change 6, There is the Change Supervisor (field 24015) that the
notification will error when a task is finished because Remedy won't
find the matching record in the User table.  There will be other
notifications that will fail as well for existing records.
 
Of course, you could update the users and assignees of all existing open
records once the logins are updated.  Sometimes that is easier.
Remember to turn off the outgoing mailbox, then delete all the outgoing
notifications generated in the "AR System Email Messages" form when your
done so you don't confuse your user community.  (Yes, I have made the
mistake of not doing that first.)
 
Harry



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Monday, January 12, 2009 17:44
To: arslist@ARSLIST.ORG
Subject: Re: How many places does Remedy store the Login ID?


** 
Forgot to mention the Assignee field too..
 
Joe




From: Shafqat Ayaz 
To: arslist@ARSLIST.ORG
Sent: Monday, January 12, 2009 7:12:50 PM
Subject: How many places does Remedy store the Login ID?

** 



Hi All
We have an requirement to change the Login Id's. I am pretty
sure that I know all the places Remedy stores
the Login Id, but it never hurts to make sure!!
Please could you let me know in which forms does Remedy store
the login Id?
 
Many thanks for all your help
 
Shafqat Ayaz


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Re: Mid-Tier and Email Failure (U)

[Wilson, Harry]

Sandra,

I have a similar setup except we are not virtualized.  Usually
restarting the Email service gets us going but you have done that, so
let's go the more obscure topics.

- What email type are you using for incoming and outgoing email?  (We
use MAPI, so that's where my experience is.)
- Have you checked the Remedy email account has not be accidently change
from a service account to a User account so the password expired.  (Has
happened to us twice in 5 years)
- Can or do you accept incoming emails and are they being processed?  (I
have an exception in the rules that only allows me and 3 other accounts
to send emails to the server, every one else is re-directed to the
Service Desk.)

One other thought once this problem is resolved, BLAT (www.blat.net) is
a Public Domain command line client that uses SMTP.  I setup a
escalation that checks the Email Messages form every fifteen minutes, if
Remedy has messages that have been sitting there for 5 minutes, it sends
me and a few others an email notice.

Harry Wilson
Systems Development Specialist
Orange County Data Center
CEO\IT-Computer Operations Division
"Hey! You! Remedy Guy" 
(How our Operations manager used to address me)



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Qin Chen
Sent: Monday, January 12, 2009 12:17
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier and Email Failure (U)

Also, 

Check your registry issue.   Also, you may need to increase your java
heap size.

Qin Chen
Network Architect
Uni-Data & Communications, Inc
718-445-5600 x3186
917-574-9340

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Monday, January 12, 2009 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier and Email Failure (U)

UNCLASSIFIED

Thanks - will check

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-601-0789

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Monday, January 12, 2009 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier and Email Failure (U)


in your email log dir you should have a stdout.log and stderr.log that
get written every time you restart the service...so if your logs haven't
been written to since the 16th, I would think that you may be looking at
the wrong log set. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Monday, January 12, 2009 12:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier and Email Failure (U)

UNCLASSIFIED

Thanks.
New Atlanta - I'm having the server admin check for log AR Email Error
log last entry is 13 December. I do not have the error but it pertains
to a lost Host ID which was corrected on 16 December.

I just found out that Microsoft patches were applied 16 December.


Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-601-0789

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Monday, January 12, 2009 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier and Email Failure (U)


Both the Mid-Tier Applet server (Tomcat, NewAtlanta)?, and the email
engine have log files that should tell you if they connected to remedy
properly...the services can start and not connect properly...without any
outward error.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Monday, January 12, 2009 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier and Email Failure (U)

UNCLASSIFIED

ARS Server Version/Patch- ARS 6
Help Desk 5
ARS MidTier Version/Patch- 6
OS/Version- Windows Sever 2003
SQL 2000

The ARS server was virtualized about 4 months ago.

Help - both the mid-tier and the email engine have stopped responding.

ARS, Help Desk and Mid-Tier are all housed on the same server that
connects to a remote SQL database.

Help Desk appears to be running without error - tickets can be
submitted, resolved and are being auto-closed as expected.

The AREmail form is being created but is not getting sent.

The server has been restarted a couple of times. I even had the team
shut down the server then boot. Both the Remedy Email Engine service and
IIS say "Started" Both can be stopped/started as if nothing was wrong.

The server team swears that no changes have been made - I have searched
the server and not found "Modified dates" that would indicate changes.
Microsoft patching was last done 16 December. This problem arrived
Thursday 8 January.

A ticket has been

Re: BMC Support(less)

[Wilson, Harry]

Title: RE: BMC Support(less)
**





At times when I'm on hold, I get the feeling I am playing Musical ACDs (like Musical Chairs).  The hold music changes every 60 seconds, giving me the feeling like I have been routed to the next Call Center's hold queue.  I agree that the quality of information provided varies greatly depending on the center\group I have reached.

Jennifer, I had a similar experience getting an LIC file converted.  I ended up calling License Support, and it took them most of a day to get the file converted and back to me.

Good Luck,
Harry Wilson
System Developer 
Orange County Data Center
"Hey! You! Remedy Guy!"
(How my Account Manager called to me my first year.)



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Meyer, Jennifer
Sent: Tuesday, October 31, 2006 11:38
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support(less)


Been trying to upgrade an arsystem.lic file on the support site for a couple days.  When I attach the license file, I receive the following highly informative and useful error message:

Filter/escalation 'set field' process returned an error. [ARERR 38] 


;-/
Jennifer Meyer
Remedy Support Engineer
Strategic Technologies
919-379-8498
[EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richard Crosby
Sent: Tuesday, October 31, 2006 1:14 PM
To: arslist@ARSLIST.ORG
Subject: BMC Support(less)


** 


Wonderful,


 


Opened a few tickets with BMC support and getting very canned/scripted responses back that provide little-no-help. I'm so glad support has been offshored...:/

 


Anyone else seeing this or is just my bitter self?


 


Richard


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Re: Custom Crystal reports only work with Crystal installed

[Wilson, Harry]

**



We had to do something similar with ARS 4.5 and 
Crystal 8.  But when we switched to ARS 5.1x 
and Crystal 9, we now load an Active-X control to run the custom reports 
from either the 5.1.2 Mid-Tier or any 5.x or 6.x user tool.  Once all the 
clients set the Tools/Option flag to "ODBC Use Underscores", it has worked 
great.  (No error, just most of the fields are blank if it's not 
set).
 
Sorry, I didn't set-up the Crystal Reports so I can't tell 
you how.  I'll have to research this myself in two weeks as I finish our 
migration to ARS 6.3.
 
Take Care,
Harry
 


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron 
TavaresSent: Wednesday, August 23, 2006 9:39 AMTo: 
arslist@ARSLIST.ORGSubject: Re: Custom Crystal reports only work with 
Crystal installed
** 
I had a similar issue a couple of years back.  At the time I was on 
version 5 Crystal 8, so I don't know if this will work for you but it resovled 
the issue for us.  I compared the files that existed in the Crystal Install 
Path, between the machine with the Crystal isntalled and one with only the 
User Tool.  I found that the Crystal install had some additional .dll files 
that did not exist on the machine with just the User Tool.  We simply 
copied these files over and the reports ran fine. 
 
Hope this helps.
.ron 
On 8/23/06, Tracey 
Meikle <[EMAIL PROTECTED]> 
wrote: 
I've 
  input a couple custom Crystal Reports into Remedy's Report Consoleand they 
  are running fine... However, they can be run only from a machine where 
  Crystal is installed. Those without Crystal can run the out-of-the-box 
  Crystal reports, but when they run any custom report they get 
  awarning:"Error in file 
  c:\DOCUME~1\tmeikl\LOCAL~1\Temp\WeeklyCRStatusCCS.rpt. Failed to load 
  database information."When okay is clicked, they get an 
  error:"Error occurred in generating report (ARERR 1658)"Does 
  anyone have a suggestion to correct this issue? So far I've done the 
  following:- tried very basic reports off of standard tables (same 
  issue)- turned on and off the "use underscores" option- made sure the 
  crpe32.dll is the same as on a machine that can run them- made sure the 
  crdb_odbc.dll is the same Crystal 
  version:  9.2.0.488Remedy: 6.00.00Thanks 
  everyone,Tracey___UNSUBSCRIBE 
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