Routing Requests to the correct Categorizations without using the summaries from teh Requestor Console.
ITSM 7.0.3 patch 7 Remedy ARS Server 7.1 patch 2 MS SQL Server 2005 Windows 2003 Hi, When using the Requestor Console and submitting ticket I would like to be able to Categorise and Assign to a particular goup the resultant incident. This I would like to achieve by not using the summaries drop down. Has anyone achieved this and if so how did you go about doing this? I was thinking of one drop down list of all the deparments. I am not sure how to proceed from here though. Thanks John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM 7 incidents public work info not seen by requestors.
Hi All, ITSM 7.03 Patch 7 Windows 2003 Patch 2 MS SQL Server 2005 ARS Server 7.1 Patch 2 If Incident Managemnet Users update the work info and tag the entry as Public, the requester who submitted the issue from the Requestor console does not get to see this. Is this as designed? How should this work? Is this only one way? From a Requestor only as this seems to work fine. Thanks John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM7 Patch 7 - Work Info Updates from Incident for Requestor Console do not appear.
Hi All, ITSM 7.03 Patch 7 Windows 2003 Patch 2 MS SQL Server 2005 ARS Server 7.1 Patch 2 I have a current issue open with Remedy which has been bugged by another client of theirs SW00286432. The issue occurs when an Incident Management User updates the Work Info, on a ticket that a requestor has created, so that the Requester can view the information. Sets the view access to Public. This should allow the Requestor to view the Work Info update. This does not occur. I can recreate this issue on two servers one has ITSM 7.03 patch 6 and the other has ITSM 7.0.3 patch 7. Has anyone seen this type of issue? if so Have you found a workaround? Do you have this working on your Remedy ITSM 7 patch 6 or 7 version or even lower patched versions? This seems to me to be a fundamental part of the application which is not functioning any advice is appricated. Thanks again. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
WorkLog not updating from Requester Console.
We are on ITSM 7.0.2 patch 6 the Server in Windows 2003 MS SQL Server 2005. ARS Server 7.1 patch 1 The problem occurs both when using the Requester console and Incident Management Console. When Updating or Creating a Request Ticket the Incident does not get updated withteh worklog entry and an event message occurs. SRM_OUT_UPDATE_APP_REQUEST_WORKLOG this event is running with a status of In Progress and nothing happens. There is nothing in the log file to suggest any issues. Have you seen this before? Do you know why this can occur? I have looked at KM-00024637 but this has not resolve dthe problem. Thanks John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Pros and Cons of using different replication methods for failover/disaster recovery
Hi All, Environment: ARS 7.0.x Windows 2003 ITSM 7.0.x Mid-Tier 7.0.x All on the same server. On an MS SQL Server 2000 or 2005, what are the pros and cons of using the following Replication methods for failover/disaster recover o Log Shipping o Snapshot Replication - may not cope with full recovery because it's a 'snapshot' in time, but o Transactional Replication - is this too hard on the servers/ network? o Merge Replication - this requires primary keys and Remedy doesn't have any Is this a correct assumption? Any help is appreciated ... Thanks John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
running a data transfer in eie causes an active link error 1603.
Hi All, I am configuring an integration between Configuration Management 7.0.3 and CMDB 2.0.1 patch 4, The CM database is oracle 9i release 2 on HPUX 11i. The CMS server is on a windows 2003 server. The Master Tuner is on a Windows 2003 server. ARS Server 7.0.1 patch 5 - HPUX 11i I have completed the integration component CMDB integration 7.1. When I go to run the Pull_ARS_INV_APPLICATION I get the following error message: Set fields active link running a process failed EIE Service wakeup port not set in EIE:BackupLoadFlag form (ARERR 1603) The preceding message occurred during the execution of active link EIE:ST-RunNowOpenConfirmWindow01 -- action 2. (ARNOTE 1101) Does any one know how to set the Wakeup Port, I have set this in the eie.cfg file to be the default value. Should this be imported in the the form above when you restart teh service? Have you seen this error before? Do you know of a solution? Thanks for your help in advance. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ARERR 9350 - Network Protocol/data error when performing a data operation
Hi , Production Server: Development Server: OS - HPUX 11i OS HPUX 11i ARS Server upgraded to version 7.0.1 patch 3 ARS Sever upgraded to version 7.0.1 patch 3 Mid-Tier version 7.0.1 patch 2 Mid-Tier version 7.0.1 patch 2 Bespoke application Bespoke application Tomcat Apache 5.028 webserver and jsp engine Tomcat Apache 5.028 webserver and jsp engine Having performed an upgrade to version 7.0.1 patch 3, Mid-Tier version 7.0.1 patch 2, we found that we obtained the following error message ARERR 9350 - Network Protocol/data error when performing a data operation. upon entering the screen on the web console via Mid-Tier. There are two set field actions that are fired when you enter the Web console screen 1 retrieves information from the TT:People Information form the other sets a field used by the EXTERNAL function within a table field. This problem occurs for all users in a different location only we have a development server on the same version and this works to the same location. This all worked prior to the upgrade. I have narrowed down the problem to the two Active Links by disabling the workflow and trying the two Active Links individually both fail. I have replaced the Active Links added the entries in again this fails. From the log files I found the following error: Sep 2, 2007 6:33:57 AM com.remedy.arsys.log.Log log SEVERE: GoatException during NDXRequest: ARERR [9215] Internal error. at com.remedy.arsys.backchannel.NDXCompileExternalQualification.mapProperties(Unknown Source) at com.remedy.arsys.backchannel.NDXRequest.init(Unknown Source) at com.remedy.arsys.backchannel.EntryListBase.init(Unknown Source) at com.remedy.arsys.backchannel.NDXCompileExternalQualification.init(Unknown Source) at com.remedy.arsys.backchannel.CompileExternalQualificationAgent.init(Unknown Source) at com.remedy.arsys.backchannel.NDXFactory.handleRequest(Unknown Source) at com.remedy.arsys.stubs.BackchannelServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:689) at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) Does the line at com.remedy.arsys.backchannel.NDXCompileExternalQualification.mapProperties(Unknown Source) refer to the EXTERNAL qualification or is this the method in which the information is being retrieved? Internal error. This all-purpose error occurs during numerous internal system failures, including the following conditions: Name of a system object or field ID is NULL when the system tries to retrieve a system object Internal cache error Web tier exception XSL stylesheet not found for certain type of object Failure to create request in Push Field workflow action at runtime Failure to set a field in the Set Field workflow action at runtime Failure to expand an open window From the definition of the error above I have tested the set field actions. Have you seen this type of issue before? Thanks again John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7.x Data Migration
Hi, Has anyone achieved a data migration solution in a Disaster Recovery environment for ITSM 7.x and if so how did you implement this? and what challenges did you overcome? Thanks John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7.x Migration/ Server Move
Hi I am looking too move my current ITSM 7.x server too a new server with all current data. Has anyone achieved this? How did you go about doing this? Thanks John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Upgrading issue with ARS version 7.0
Hi, We have recently upgraded remedy from ARS version 5.1.2 to 6.0.1 to 7.0.1 on Oracle 10g R2 on a Solaris 9 platform. We have found that no long type character fields have converted too clobs or varchars as would be expected. The issue has caused all ofending forms too drop there sql views. Has anyone seen this type of issue? What have you done too overcome this issue? Do you have any advice on how this can be resolved? Thanks for your advice in advance. John McHugh Remedy Consultant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Remedy Upgrade Issue To version 7.0
Hi, We have recently upgraded remedy from ARS version 5.1.2 to 6.0.1 to 7.0.1 on Oracle 10g R2 on a Solaris 9 platform. We have found that no long type character fields have converted too clobs or varchars as would be expected. The issue has caused all ofending forms too drop there sql views. Has anyone seen this type of issue? What have you done too overcome this issue? Do you have any advice on how this can be resolved? Thanks for your advice in advance. John McHugh Remedy Consultant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
