Re: AR Report Out Of Memory issue | hotfix ready
Who can provide a few more details about the hotfix. May be a defect number etc?. I just created a ticket with the information in your blog and BMC Customer support has no clue about the hotfix I was referring to. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: License Review form in server groups -Current Users how to read
Your interpretation is correct. License review screen shows users connected to that specific server even if it is part of a servergroup. So basically you add users across all servers, that gives you the count of total users connected to your arsystem. However there is a possibility that some users could connect concurrently to multiple arservers at the same time, in that case they show up in each server, so there is a slight chance of counting same user more than once. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Measuring license usage with Application Statistics in a load balanced server group env
Thanks Misi for your reply. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Measuring license usage with Application Statistics in a load balanced server group env
Thanks Misi for a detailed reply. We are on 7.6.03 and we do use sticky bit. Most of our user base is web, but we do have our call center folks who have access to both web and user tool. Single user loging into multiple servers is a very rare case for us. Mostly our call center floks could do that, but they have been given fixed licenses anyway. I thought even though users log into multiple servers simultaneously they would be allocated license only once and the same would be reflected in application statistics. It would count only once. But from your reply it seems like it does not do that. What a mess, seems like I need to create bunch of test accounts and test various combinations to see if any of the BMC provided options can be reliable enough to measure license usage. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Accessing Several AR Servers from a Single Mid-Tier
1.You still can connect a midtier to several arservers. Just go to midtier config page and add arservers. If you are using ITSM then it would a little messy, because the home page navaigation bar displays links for each server. 2. I do not know if you can host asp pages with tomcat. But you can host jsp pages. You need to host your jsp pages inside webapps folder. However if you want to use asp pages, just install IIS and it will run independent of tomcat. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: How to configure email engine to use a specific java version
I have tried this for changing the heap size but never tested for changing the java path, so use it with caution. In windows if you are running email engine as a service then it is a registry value. Try editing the registry value under this location. Make sure you take a backup before making changes to registry values. HKEY_LOCAL_MACHINE SYSTEM CurrentControlSet Services Email Engine machineName Parameters JVM Library ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: POLL: would you like the user tool back (7.6.04)
No, if BMC could fix all those bugs and make caching the workflow faster, make the app a little light weight and improve the performance of the consoles. Make it compatible and easy to use with the latest web technologies. Redesign the screen where tkts can be managed a lot faster. Currently with all these too many random bugs it is kind of harassment to be Remedy Support guy with people stopping by and commenting about new remedy. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Measuring license usage with Application Statistics in a load balanced server group env
We are on ARS 7.6.03patch002,ITSM 7.6.03p001,Windows 2008, Oracle 11g, Loadbalanced ServerGroup with two servers. It is the time of the year to generate a report for our management about remedy license usage and I am boggled with the below questions. our management has not approved for any 3rd party tools yet, so trying to do with the switches available within the tool. 1. We turned on Application statistics. We are seeing license usage per server, not cumilatvie across all servers, is that correct? So we need to add the licenses used in each server to get a total usage count? For ex: We see records like this ServerName | Application Name | Fixed Licenses Used | Flaoting Licenses Used | Denied Flaoting Licenses |TimeStamp ServerA| Incident | 10 | 20 | 0| temstamp1 ServerA| Change | 5 | 30 | 0| temstamp1 ServerB| Incident | 6 | 22 | 0| temstamp1 ServerB| Change | 22 | 32 | 0| temstamp1 2. Are Application Statistics records reliable enough in a loadbalanced Server Group environment to measure correct license usage? Because we are seeing our stats as below: ServerName | Application Name | Fixed Licenses Used | Flaoting Licenses Used | Denied Flaoting Licenses |TimeStamp ServerA| Change | 3 | 32 | 0| temstamp1 ServerB| Change | 2 | 30 | 0| temstamp1 That means we used a total of 62 change floating licenses at timestamp1. But total change mgmt floating licenses we enabled in our server are only 50 in the Add Remove Licenses screen. How could it grew more than what we enabled at server level? Also why did not it show any denials when it crossed 50? 3. Does Change Mgmt floating license behave similar to regular floating licenses, that is when a users logs in they get only a read license. They get a floating granted only when they do a query or some thing that requires a floating on chagne tkt? 4. How about if the user has overview console in his homepage and when he logs in, system will query and display all the recrods(incident,change etc..) in the overview console. Does it mean he consumes a floating incident and change licenses after just logged in without even touching any consoles? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 7.6.03 performance problems
We have seen arserverd memory continues to increase in Solaris with both libumem or libc. We have tested this with ARS 7.5 and solaris 5.10 Our observation was arserverd daemon takes up some memory when a user issues a large query and will not release it to OS even after the query is complete. The next time another user issues any large query which requires more memory than it already has, it grabs more memory but will not release it to OS after the query is completed. With this behavior we have seen ARS memory footprint reaching 20+ GB over a few weeks at which point we had to restart ars to clean all the memory it grabbed or it eventually will crash. Now I am working in windows, I do not see this happening. ARS always gets back to its original foot print after executing queries. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: How do I force a filter to only happen after save? i.e. phase 3 ....
I faced with a similar issue couple of years ago when I need to work on a child parent updating each other. I ended up using a perl script. The perl script just sends a flag to the form B(Client in you scenario) from form A (People) using the the arsperl api call. I invoked this perl script with a runprocess on a filter on form A. RunProcess is phase 3. The perl script was not very complicated, it was just a few lines and just pushes only one value to form B using an arsperl api call. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: how to configure some users to use a private port in the web version
Thanks to all responding to my thread. For those who are interested to know the problem and solution: I needed private rpc for several users in the web because they are using auto refresh on overview console with an interval or 2 min and above. Our DBA has reported us that the queries on overview console are doing tablescans and is impacting performance. Sometimes during the peak hours the results were returned so late that all the remedy threads are occupied and no more threads available to the users. So the system gets hung and we had to restart ars to free up the threads and get it back to online. As per BMC Support recommendation we configured the java plugin used by the overview console to use private rpc threads instead of using regular fast and list threads. Seems like this is helping us from system getting hung. We are still investigating on why the overview console is doing table scans and how to avoid it. Credits to BMC Support, the trick is to get to the right guy. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
how to configure some users to use a private port in the web version
With thick client we can add a RPC program in the login screen to have certain users to use a specific private port. With user tool about to be decommissioned did any one figured out how to achieve this with midtier? Seems like a very useful option is missing in the web or at least not as flexible as it is with the user tool Some of our support groups in our company have large list of tickets like 1400 tickets displaying in their overview console. We would like them to use a private port instead of impacting regular users. I hope to find some kind of setting in user preferences but I did not see anything where I can specify a RPC port number. So far our options are: 1. Have them use user tool till it gets unusable. 2. Install a separate midtier and configure with a private RPC and have these users login with that midtier. Seems possible but difficult to get approval for another piece of hardware, also extra maintenance. 3. Split that support group to several subgroups or change their home page to use Incident or Change console instead of overview console. 4. Beefup the hardware and increase the number of fast/list threads. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: CMDB Explorer issue
Yes, KA352392 will fix the issue that you are seeing. We used to have the same problem and after making changes as per the KB the issue is resolved. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Loadbalancer issue in Mid-Tier 7.6.04 SP2
Did you confirm with your admins that the sticky bit is set for the load balancer that is pointing to the end users(between users and midtier). Send me a private email, I will share the load balancing configuration doc that our admins prepared when we configured load balancing for our remedy env. You can compare your settings with that. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Loadbalancer issue in Mid-Tier 7.6.04 SP2
I think that feature is now available from ars7.6.04 and above. So no sticky bit is needed for midtier load balancing. Here is the text from BMC white paper on load balancer. For versions 7.6.04 or later, BMC recommends configuring the load balancer that is located between the web servers and AR System servers without setting a “sticky” bit. In versions earlier than 7.6.04, BMC recommended setting the sticky bit to activate session affinity to route all connections from one web server to the same AR System server http://documents.bmc.com/supportu/documents/61/98/186198/186198.pdf ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
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? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: any experience or suggestions regarding improving performance of web client experience
https://communities.bmc.com/communities/message/148437#148437 http://documents.bmc.com/supportu/documents/11/88/121188/121188.pdf http://documents.bmc.com/supportu/documents/46/71/104671/104671.pdf ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: any experience or suggestions regarding improving performance of web client experience
It is common from end user perspective to complain that web is very slow. And they are comparing it to user tool. We get lot of complaints too. But is it really slow compared to bench marks? Did you take any metrics from the user's complaining about slowness? Usually on Web most of the screens in our env taking anywhere b/n 1 to 5 sec and consoles will take a little longer. Please download BMC bench mark document and see if your performance is inline with those. Also we recommended to use firefox for people constantly complaining about slowness. Verify you midtier/ars/db are with in the same subnet and are communicating with full duplex. Please browse through arslist and you will find several discussions, but most effective was JVM size. Our env is Windows 2008, 2.8Gz, Oracle, ITSM 7.6 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Dashboards and BMC selfsigned SSL certificate IE warning
When we install dashboards with the tomcat by the installer, it installs with SSL with a BMC selfsigned certificate. Due to this when users try to login they get a warning page about certificate and asking them Do you want to continue? The user can click Yes and then gets login screen. He also can import the certificate and do not get this message later on. However we are giving our executives access to Dashboards and we really do not want this message appear even for the first time when they try to login. Is there a way to prevent this by installing our company owned SLL certificate registered by CA instead of BMC selfsigned certificate? Does Dashboards support it? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Customization on IM COnsole
Option1: Let the users use Overview console, instead of Incident console. In this case no customization is needed. Option 2:There could be a better solution, but without spending too much time I think this will get what you need. 1.You could create a sql JOIN (if it is not there with all the information you need) between HelpDesk and Task with left outer join, so that you see all the Incident tickets from HPD and all the incidents from tasks with matching incident number, along with a where clause as you mentioned for filtering by user or group. 2. Then create a sql view on that JOIN with DISTINCT on Incident Number 3. Create a Remedy view form on that sql view and use this for your table field. Option3: See if you could use the base form of overview console table and filtering out change tkts etc.. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Can any one tell if BMC analytics 7.6.04 is compatible/supported with ITSM 7.6.03 or not?
Thanks for the reply. You are correct, got some replies in the BMC communities also that it is a typo in the compatibility matrix, Analytics 7.6.04 indeed supports ITSM 7.6.x. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Can any one tell if BMC analytics 7.6.04 is compatible/supported with ITSM 7.6.03 or not?
Can any one tell if BMC analytics 7.6.04 is compatible/supported with ITSM 7.6.03 or not? I looked in the BMC compatibility matrix In one line it says minimum supported version is ITSM 7.6.04 and just a few lines down below they mentioned Servicedesk 7.5.x Change 7.5.x Asset 7.5.x SRM 7.5.x SLM 7.5.x are supported Which is essentially ITSM 7.5 and above To me it seems mutuailly contradictory statements or I do not understand what they meant. I know BMC stance is minimum version and all above as long as the vendors support it. Does it apply to analytics too? If yes then what is the minimum fully supported ITSM version for analytics 7.6.04, is it ITSM 7.6.04 or 7.5.x? Link to the compatibility matrix: http://documents.bmc.com/supportu/documents/46/86/204686/204686.pdf ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
email engine grabbing the display name instead of email address of the sender
We have incoming emails turned on and we do some validation on From: field on Email Messages form before creating an incident. Usually this From: field is the email address of the sender. For some random users the remedy email engine is inserting their Display name in the From: instead of their email address. Due to this our validation is failing and not creating a ticket. It works fine for most of the users, for only a few percentage of people email engine is having this issue. We talked to our exchange server guy and he confirmed the users having the issue are configured in exchange server similar to any other users that do not have this issue. Did anyone seen this issue or any pointers on where to start investigating this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: load balancer ars health check
Thanks Doug, but we can use this only when we are 100% web. We do not want to tie the app load balancing with web. Because we still have some users using the client, so there are scenarios where a web maynot work but the app could still be working.. Also we are not always sure that our midtiers will always be pointing to different ARS servers. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: load balancer ars health check
Thanks Axton for the information. I am checking with our loadbalancer guys if they have any experience writing iRules. Seems like this has been a pain for several customers. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Preserve full mail formatting on incoming emails, possible?
Remedy email engine while processing the incoming email it will save the original email in .msg format as an attachment on the email messages form. You could use this attachment field to push this to your workinfo entry. In your push field filter from email messages form to workinfo form, specify this attachement field also to push to an attachment field on workinfo entry. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
load balancer ars health check
Just curious to see what are the different health check mechanisms being used for ARS in a load balanced env in different companies. We are using F5 and we have load balancing for Midtiers and also for ARS. For midtiers our health check was to monitor http://webserver:port/arsys/home url. And no issues with this. For ARS we are using tcp monitor on the ARS tcp port. However recently we are seeing on ars side that the ars tcp port is responding fine but the arserver itself is hung, so the load balancer is detecting as if the ARS is up and running but users end up getting timeouts during login. So how are you avoiding this situation in your organization? Are you guys writing perl/java/c login scripts and using these with the loadbalancer as health checks? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Internal Servern Error 500 (Midtiern 7.604)
We are in itsm 7.6.03 p002 and we are also noticing this. We saw this happening when when user tries to open a dialog on click of a menu or button. This does not happen to all the users all the time. Only one or two users notice it while it works fine for all others. As you mentioned the workaround was to flush the midtier cache or sometimes user's browser cache. Do you have a defectID that BMC created for this issue? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Service Provider Model
In our organization when contractors are hired they do get company provided email,networkid, badge etc. We create their profiles like regular employees only except in the employee type we mention them as Contractor instead of employee. Most of the times the service desk do not bother if it is a contractor or full time employee when creating incidents. However the the techs giving permissions to shared folders etc... need to know if it is an employee or contractor which they can find it in their people profile. So they do not really bother about which company the contractor belongs to. In some situations where the contractor is onsite just for a specific issue then our service desk creates tickets on the employee's name who hired the contractor. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARS 7.6.04 Filter Objects being cached?
If you are running on a server group, then it is a known defect.At least for 7.6.03. Seems like it is impacting 7.6.04. Did you try patch2? It was fixed in 7.6.03 patch002, so I guess it might have rolled out in 7.6.04 patch002 also if they already knew. SW00374664 The administrative AR System server in a server group did not propagate the server objects’ time stamps (which follow) to other AR System servers on which administrative operations were disabled: Last changed Last created Last deleted As a result, the Sync Cache process in BMC Remedy Mid Tier failed. We did upgrade to patch002 and still see sometimes it takes a while to get the other servers recahce with the changes or sometimes it wont. So we started restarting all our servers after code migration as a precaution. On the midtier side some times flushing the midtier cache only does not work. We had to flush IE cache, cookies and temp files to see the new changes. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Dashboards 7.6.0.1 cannot connect to the Remedy Data Source
If you are using oracle in the connection parameters use Instance name instead of service name. If the instance name is not configured then check with your dba to configure an instance name for your db. We had similar issue and we were able to connect using Instance name. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARS 7.1 Upgrade to 7.6.04 SP1 - Installer ORA ERRORS
I have seen very similar errors when we upgraded from ars6.3 to 7.5. It could have been different remedy data dictionary tables but the ora errors are same. As per my memory BMC provided us with some sql scripts to run before running the installer again. The scripts are pretty much similar to what 'Grooms, Frederick W' has suggested. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: On-Call Notifications
We have a custom built OnCall listing app built on remedy, where people can edit the oncall information related to their groups, they also have the ability to set start date and end date for oncall rotation. Our NOC will use that oncall list to make manual calls to them if a critical ticket is not set to Work In progress within 15 min. Apart from that we have an integration with TelAlert to start the alerting when a critical/high ticket is created to a support group. Rules around alert escalation are built inside TelAlert to send alerts to Oncall Primary, and after 15 min if the ticket is still not in WIP then to oncall seconday and then to Manager etc.. Upon ticket creation remedy does a runprocess command with ticket number and support group to tell TelAlert to start sending alerts. Upon ticket is resolved/reduced priority we have another runprocess command to TelAlert to stop sending alerts. We have created outlook mms-mailboxes for each support group, which telalert uses to send alerts upon a signal from remedy. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: CRITICAL - ARS Does not start
Would you be able to send a screen shot of the error you are seeing when you access overview console? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Help with Approval Change Request
To my knowledge MAPI is a microsoft protocol which works in windows only. So you need to build a separate windows box just for to use for remedy incoming emails. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: When did someone login......
Do some research and test it in dev before turning on this option in production. Early this year we turned on this option hoping to do some usage statistics. However it seems there is a bug in that feature, it completely hosed our remedy system and no body could login. BMC support suggested removing this option after that our servers became useful again. We are on ARS 7.6.03 with ITSM 7.6.03 patch001, oracle with server group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Separation of DB and Application server
Also make sure your ars and db are with in same LAN and it is configured for full duplex. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Help with Approval Change Request
We have implemented it through incoming emails. We have created some custom workflow on the email messages form which will push it to a staging form when a message with particular subject entere remedy inbox. In the staging form we wrote some more custom workflow to do several validations and then to a push fields to the approval record with approve/reject. At the same time we also push it to the change workinfo entry so we will have a proof that it has been approved by email. We use MAPI for the incoming emails. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Turning off Sandbox for the CMDB
We are on ITSM 7.6.03, we do see this happening at very random. As we see this happening we fix directly on the BMC:Core Base element form manually. It is just the name, the other attributes were still intact in our case. On Sep 14, 8:16 pm, Tricia triciaol...@gmail.com wrote: We are facing a major problem with our CMDB (Asset Management 7.5, ARS 7.5). The CIs are being renamed to Sandbox Create at random times. It is happening with great frequency and BMC Support has no idea how to resolve it. We are not using the CMDB with any discovery tools or any data imports. So I am planning on turning off the Sandbox feature. Are there any issue I should be aware of? Has anyone else done this? Thanks Tricia ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: java.lang.OutOfMemoryError: Java heap space.
We have been using it with 3000 row limit without any crashes on user facing servers. On non-user facing server we set it upto 30,000 for reports etc... Also there is a table chunk size -- we set it to 200 rows. On Aug 10, 11:41 am, Shetler, Cindy S cindy.shet...@gdit.com wrote: I think we ended setting ours to 1 rows as well and don't think we've had any issues since. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ortega, Jesus A Sent: Wednesday, August 10, 2011 12:28 PM To: arsl...@arslist.org Subject: Re: java.lang.OutOfMemoryError: Java heap space. ** I have been having this problem for two months and have a critical ticket opened with BMC. We were on MT 7.5.3. It took almost two months to talk to a US based engineer and get the proper support. They had me do a number of things: - Patch the mid-tier to 7.5.7, - Decrease perm size to 128 and max to 256 (I had it 256m -512m) - Turned on persistent caching, this caused some instability so I turned it off - set the following in Tomcat's configuration page under the Java options tab: -XX:+HeapDumpOnOutOfMemoryError - there was a setting in the mid-tier config.properties files that is set incorrectly out of the box and has to do with ecache: arsystem.ehcache.referenceMaxElementsInMemoryWeight.formFields=28.577. It should be set to 8.577 After all of this, we still had crashes every Monday and Wednesday mornings. In the end, drum roll please, it was the AR Server Administration setting for Max Entries Returned by Getlist in the Server Information\configuration tab. It was set for 0, which would allow a user to do a search on the mid-tier that would allow thousands of rows to be returned. It turned out that some users would do a search on Asset Management and would request 2 - 6 rows and consume 450mb of heap space in Java. Since we are setting our heap space to 1024 and our server runs at an average of 700mb, the 450mb query would cause the java heap errors. I set maximum on Getlist to 1000 rows, but this caused AR System to start crashing. So, I bumped it up to 1 rows and it seems to be working okay and Tomcat has not crashed in a week. Check on the Max Entries Returned by Getlist and see if that helps. I ask this to the other admins, what is the happy medium for Getlist that will not cause AR System to crash? I am still going through trial and error, but 1 rows seem to be a okay for now. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Michele Mizell Sent: Monday, July 25, 2011 10:22 AM To: arsl...@arslist.org Subject: java.lang.OutOfMemoryError: Java heap space. All, We are intermittently receiving java.lang.OutOfMemoryError: Java heap space in our midtier logs. We have 2 Load Balanced servers which are running Apache Tomcat 5.5.28 and IIS 6. Our min and max memory pool for Java is set to 1024 per BMC's recommendation. These are dedicated servers : Windows 2003 Standard x64 Edition SP2 Our heap memory is constantly maxed out. Has anyone experienced this error in your environment? BMC support has not been helpful in determining the cause and solution. Sincerely, Michele Mizell Application Maintenance Software Engineer 1 JCPenney Co., Inc. Ext.11088 mmi...@jcpenney.com The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. Information contained in this email is subject to the disclaimer found by clicking on the following link:http://www.lyondellbasell.com/Footer/Disclaimer/ _attend WWRUG11www.wwrug.comARSlist: Where the Answers Are_ _attend WWRUG11www.wwrug.comARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Incident Management Console 7.6.04
Yes we received the same complaint from our users(mainly call center agents), when we went live a month ago. Basically users are unable to differentiate the concept that assignment and ownership are two different things. Only process owners understand that, but the regular call center agents do not bother to know about it. All they say is I assigned the tkt to another group and it is still showing up in my console, and they keep clicking on that ticket to try to reassign. BMC did provide some config options to filter by Assignment group Vs Owner Group,but that works only for Overview console not for Incident console. We end up customizing the Incident Console to show only tickets assigned to them, not owned by them. Of course now they lost the visibility of the tickets that are owned by them hence lost the visibility to total control of ownership. Anyway Ticket Owner ship is very loosely used here and not many people bothered to care about it in my organization. On Aug 8, 12:17 pm, strauss stra...@unt.edu wrote: We have only had ITSM 7.6.04 in production for a few hours, and the universal assessment from our users has been unanimous; the new Incident Console (insert appropriate string of expletives here). The fact that it is now impossible to filter it on Role (Assignment versus Owner) as it was in 7.0 is a HUGE step backwards. We opened an issue with BMC during testing, but you can imagine where that will go. We already knew that this would happen from our test users' reactions, but it is really baffling the folks who skipped testing. Someone from our desktop support (which is on a different campus) showed up at the helpdesk this morning, thinking that they needed to work on an Incident that was in fact only Owned by them; it was Assigned to the helpdesk and they were working it. The helpdesk is the most heavily impacted, since they are the Owner Group for ALL students (~37,000 of them) and ANY Incident opened on behalf of a student, by any support group, and assigned to any support group (like the Library helpdesk), shows up in their console intermingled with the Incidents that are actually assigned to them. It's more like they are overwhelming the incidents that are actually assigned to them, by 10 or more to one (it is currently 5 assigned versus 59 owned). Just wait until the semester starts!! I did unhide the Assigned Group And Owner Group columns in the console before we went live, which helps a little because you can sort them, but it is still a mess. The helpdesk manager spent several days during testing trying every possible filter available in the console, to no avail. I guess I will be restoring the 7.0 Role selection function and it's workflow to the 7.6.04 system sometime soon; very soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Centerhttp://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Where does midtier store the session id/cookie and how will it determine if it is active or not?
Thanks John for the information.
Will this work with multiple IE windows?
For example a user logged into remedy using his credentials in one IE
instance.
Now he opened another IE instance and types a guestURL( which is a
custom webpage with asp code that redirects to remedy servlet), now if
I add your code to my custom asp page, will it work?
The session variable in one IE instance, can it be accessed through a
custom asp code loaded from second IE instance?
On Jul 13, 2:58 pm, John Baker jba...@javasystemsolutions.com wrote:
Hello,
Try this:
if (session.getAttribute(com.remedy.arsys.stubs.sessionData)!=null ||
session.getAttribute(usercredentials)!=null) {
// User logged in
}
John
--
SSO Plugin: Bringing BMC products
togetherhttp://www.javasystemsolutions.com/jss/ssoplugin
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Re: Where does midtier store the session id/cookie and how will it determine if it is active or not?
Thanks now we have atleast a good starting point. On Jul 13, 3:16 pm, John Baker jba...@javasystemsolutions.com wrote: Hello, Multiple IE windows sharing the same process will share the same session ID, so are equivalent to one IE window. Multiple IE windows that are different processes will have different session IDs. My advice is, it's a bit confusing to think about one person trying to be both a guest or a user. John ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Java Plugin Filter Plugin Time Outs
Please do some research around these parameters. Plugin-ARDBC-Threads: Plugin-Filter-API-Threads: Server-Plugin-Default-Timeout: Filter-Api-Timeout: See if you can increase the values to these parameters than what you have currently in your system. On Jun 23, 3:42 pm, uday kiran uday.rem...@gmail.com wrote: Hi Folks Look at this error and suggest me We receive Plug-in server not responding messages quite often. Also seeing some filter api plug-in timeouts. Is there some configuration tweaks or performance tuning we can look at? arerror.log: The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) javaplugin log: 2011-06-23 11:35:14,556 ERROR [pool-3-thread-4] com.bmc.arsys.pluginsvr.plugins.ARPluginContext (?:?) - ARSYS.ARF.WEBSERVICEjava.net.SocketTimeoutException: Read timed out java.net.SocketTimeoutException: Read timed out 2011-06-23 11:35:14,557 ERROR [pool-3-thread-4] com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - ARFilterApiCall FAILs in plugin: ARSYS.ARF.WEBSERVICE ERROR (9130): Error encountered while executing a Web Service; ; nested exception is: java.net.SocketTimeoutException: Read timed out at com.bmc.arsys.ws.plugin.WSPlugin.ThrowException(Unknown Source) at com.bmc.arsys.ws.plugin.WSPlugin.filterAPICall(Unknown Source) at com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository.ARFilterApiCall (Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_5(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_4(Unknown Source) at com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source) ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Java Plugin Filter Plugin Time Outs
Yes these need to be changed in ar.conf If you post what are the values you currently have in your ar.conf that would help. In our system we currently have Filter-Api-Timeout: 180 Plugin-Filter-API-Threads: 2 6 Server-Plugin-Default-Timeout: 1 Plugin-ARDBC-Threads: 2 4 On Jun 24, 9:30 am, uday kiran uday.rem...@gmail.com wrote: Hi Vamsi, Do I need to change these values in ar.cfg if yes ,, what are the values i can set ,, thanks On Fri, Jun 24, 2011 at 3:15 AM, patchsk vamsi...@gmail.com wrote: Please do some research around these parameters. Plugin-ARDBC-Threads: Plugin-Filter-API-Threads: Server-Plugin-Default-Timeout: Filter-Api-Timeout: See if you can increase the values to these parameters than what you have currently in your system. On Jun 23, 3:42 pm, uday kiran uday.rem...@gmail.com wrote: Hi Folks Look at this error and suggest me We receive Plug-in server not responding messages quite often. Also seeing some filter api plug-in timeouts. Is there some configuration tweaks or performance tuning we can look at? arerror.log: The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) javaplugin log: 2011-06-23 11:35:14,556 ERROR [pool-3-thread-4] com.bmc.arsys.pluginsvr.plugins.ARPluginContext (?:?) - ARSYS.ARF.WEBSERVICEjava.net.SocketTimeoutException: Read timed out java.net.SocketTimeoutException: Read timed out 2011-06-23 11:35:14,557 ERROR [pool-3-thread-4] com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - ARFilterApiCall FAILs in plugin: ARSYS.ARF.WEBSERVICE ERROR (9130): Error encountered while executing a Web Service; ; nested exception is: java.net.SocketTimeoutException: Read timed out at com.bmc.arsys.ws.plugin.WSPlugin.ThrowException(Unknown Source) at com.bmc.arsys.ws.plugin.WSPlugin.filterAPICall(Unknown Source) at com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository.ARFilterApiCall (Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_5(Unknown Source) at com.bmc.arsys.pluginsvr.a.ArEsFilterApi_4(Unknown Source) at com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown Source) at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source) ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: midtier itsm screen load times average time
Thanks, did your users also complained 4 sec as very slow, or it is just our users not yet able to digest the shift from a thick client based remedy to browser based. We are using best practice view, to me it should be a lot faster than classic view because it has lot less fields on the view compared to a classic view, so the rendering time should be much more less after an initial caching. On Jun 19, 6:52 am, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: We're on 7.6.04 and seeing similar times but we are on Classic View so it you can add a second for the redirect. The consoles really depend on how many requests are in the queue upon loading and what the default filter settings are. Ours are set to not show closed requests and then it's really up to the user. -Original Message- From: Action Request System discussion list(ARSList) on behalf of patchsk Sent: Sat 6/18/2011 7:53 PM To: arsl...@arslist.org Subject: midtier itsm screen load times average time We are on ITSM 7.6.03. We are seeing on the web New Incident, Search Incident, New Change, Search Change screens on average are taking 4 sec, this is after a complete midtier caching and user browser caching ( user already opened the screens few times before we take the time measurement). Incident Console, Change Consoles are taking 8 sec to load. Can others using ITSM 7/7.6.03/7.6.04 provide average times that they are seeing in their system. So that I can see if our performance is too slow or this is what others also seeing. I went through the BMC benchmark manual, but I am more interested to here from real users. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
midtier itsm screen load times average time
We are on ITSM 7.6.03. We are seeing on the web New Incident, Search Incident, New Change, Search Change screens on average are taking 4 sec, this is after a complete midtier caching and user browser caching ( user already opened the screens few times before we take the time measurement). Incident Console, Change Consoles are taking 8 sec to load. Can others using ITSM 7/7.6.03/7.6.04 provide average times that they are seeing in their system. So that I can see if our performance is too slow or this is what others also seeing. I went through the BMC benchmark manual, but I am more interested to here from real users. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy User tool connecting through Windows 2008 R2 Firewall rules
We are using it on 2008 R2 with out any issues. As others suggested I guess TCP 111 would do the trick. You need firewall rules for tcp 111, udp 111, tcp 3060 On Jun 15, 3:50 pm, Ivan Runions iruni...@ucalgary.ca wrote: I have a new ARS 7.6.04 environment on a Win 2008 R2 virtual machine. The Firewall rules are setup to allow TCP on Port 3060 and UDP on port 111. In theory this allows the User tool to connect without specifying port 3060. However something is still blocking port 111 for the portmapper. My Windows server guy has asked me to explicity ask if other places have run this on Windows 2008 R2 as opposed to Windows 2008 (non R2). ... so... I've just asked. Has anyone done this on Win 2008 R2? -ivan- -- Ivan Runions 3rd Party Services Support Information Technologies University of Calgary Calgary Alberta Canada (403) 220-4437 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: FTS - ITSM 7.6.4
It is a setting in the FTS you need to choose to create non case sensitive index for the fields. If you choose that option then it will work for both NW or nw. On Jun 13, 10:55 am, Sanford, Claire claire.sanf...@memorialhermann.org wrote: How does FTS work in the ITSM 764 package with Oracle 11x An example would be in the Alias field - NW or nw for Northwest Will it find Northwest regardless of the capitalization of the alias? Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: *******ITSM 7.6.4 install in VM environment
We have our dev arservers on VM envrionment with windows 2008 R2, 8gb ram , 4 cpu. db is on an oracle rac. App and db are in the same network segment. We did not see any slowness. Compared to a physical server, VM is little bit slow but not very slow. Did you try with setting Oracle Cusor sharing to FORCE ? On Jun 11, 3:40 am, Enslin Van Blerk - MWEB evanbl...@mweb.com wrote: Hi All We created two VM Servers, one for APP and MidTier and the other one for SQL. After the install it is simply to slow to use and I need to know if there are any best practises and advice for installing Remedy ITSM 7.6.4 in a virtual environment? Windows 2008 R2 16Gig RAM 4 CPU - App server Windows 2008 R2 8Gig RAM 4 CPU - SQL server Maybe someone tried it before and realized that the application simply does not perform in a virtual environment Maybe some specific configurations to be set, any data would be welcomed. Regards Enslin Connect with South Africa’s leading Internet Service Provider and discover the magic of the Internet and all its possibilities. Call 08600 32000 or click here(http://www.mweb.co.za/productsservices/) for more. MWEB :-) CONNECT AND YOU CAN. This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimer - or copy the following URL into your browser -http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com for a copy. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Looking for white paper on disaster recovery configurations
Another way is you can create a servergroup with the production servers. 1.Configure your DR Server to look at the production db and add it as another server in the server group 2.Make sure your load balancer rules also direct the traffic to DR ARServer. 3.Test all the components, you can play a little bit by making DR ARServer as the primary server. 4. Make sure everything is working, turn off the DR ARServer change the DR ar.conf to look at DR database. With this method during the DR mode all you need to do is 1.Stop ARServer, midtier webservers on production. 2. Have the DBA make DR db as primary 3. Restart DR Arserver. You do not have to make any DNS changes, less moving parts. On Jun 9, 8:14 pm, Shellman, David dave.shell...@te.com wrote: Thad, We do something similar to what you describe you want to do. It's easier now than it was a few versions ago. What makes it easier is the fixed, floating licenses are stored in the data base. Anyway what you do is create a DNS alias for your production server. You configure desktop clients and any MidTier servers to connect using the alias. Any internal connections like the email engine should also use the alias. Make sure everything works right. Install the second server to the DB instance. Make sure you do the installation as an upgrade. Like with the production server make sure that internal connections use the alias. Apply any server license while you have the fail over up and running. (You can get a hot stand by server license at no cost but you do have to renew it each year). If you need to switch to the fail over server, you shut down the production. Change DNS alias. Start up the fail over. Desktop clients may need to flush their DNS cache. In our case we also have several MidTier instances that are running on separate servers around the world. Users connect to the MidTier servers using a DNS alias defined with in the regional zone. The big thing is to test the stand by configuration at least once a year. You will be surprised at the little things hiding in config files that you forgot to change. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Thad Esser [mailto:thad.es...@gmail.com] Sent: Thursday, June 09, 2011 07:25 PM To: arsl...@arslist.org arsl...@arslist.org Subject: Looking for white paper on disaster recovery configurations ** Hello, I thought I had recently seen a white paper on disaster recovery for ARS, but I can't seem to find it now, either by searching the arslist archives or BMC's website. I found the white paper on load balancer configurations, but that doesn't cover what I'm looking for. Basically, we are setting up a secondary site to function as a failover (ARS stays down until needed), and I'm looking for the best way to configure ARS. We already have a mid-tier and replicated database set up, and now I need to put the AR server in place. In particular, I'm thinking about server names and how best to manage the configurations of those between the two servers (prod and failover). That's a vague question I know, (I'm just starting down this path) so a link to the white paper or any general advice is appreciated. Thanks, Thad ARS 7.1 on AIX ITSM 7.0.3 (all apps) Oracle 10g _attend WWRUG11www.wwrug.comARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: MidTier 7.6.4 Cache Setting
It is related to remedy server side. It is in the ARSystem Administration Console -- Configuration tab On Jun 3, 2:19 pm, Kemes, Lisa lisa.ke...@te.com wrote: Where is Dev Cache mode setting kept? I can't find it on the Midtier Config page (we have 7.6.4) Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Thursday, June 02, 2011 6:26 PM To: arsl...@arslist.org Subject: Re: MidTier 7.6.4 Cache Setting No, I did not. I just started that and rebooted the server. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of patchsk Sent: Thursday, June 02, 2011 3:17 PM To: arsl...@arslist.org Subject: Re: MidTier 7.6.4 Cache Setting Do you have the developer cache mode turned on as well? On Jun 2, 5:12 pm, Pargeter, Christie :CO IS cparg...@lhs.org wrote: Hi All - I have recently built an ARS 7.6.4 environment and when I change some code (active links or form definitions) I can't seem to make my Dev MidTier server to see the changes. I have to wait over an hour to see these changes. What do people have for the Cache settings? I am currently at Definition Change Check: 0 Seconds Perform Check: Yes Update Flashboard Definitions: 86400 seconds Resource Check: 86400 seconds Enabled Cache Persistence: Unchecked What should I change so I can actually see my changes within a timely manner? ARS 7.6.4 MidTier 7.6.4 IIS 7.5 Tomcat 6.0.20 Windows 2008 64 Bit Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgattend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgattend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy web service SOAP Address
I suggest test the remedy webservice wsdl with soapUI first. soapUI is free, you can just download and consume the wsdl just in minutes. I have seen several times remedy wsdl worked fine in soapUI but not with other clients, so soapUI can be used to set a base and then compare with external clients. On Jun 2, 2:14 am, Francois Seegers franco...@blueturtle.co.za wrote: Hi List, When Remedy generate soap packet for a response then we receive the following soap response and our external application that tries to consume the web service complain about the soap address; /wsdl:binding -http://v-rem-lnx1.nwu.ac.za:8080/MidTier/WSDL/public/v-rem-win1/NWU_S... wsdl:service name=REMEDYWebService1 -http://v-rem-lnx1.nwu.ac.za:8080/MidTier/WSDL/public/v-rem-win1/NWU_S... wsdl:port binding=s0:PortSoapBinding name=PortSoap soap:address location=http://midtierserver/MidTier/services/ARService?server=appserv erwebService=NWU_STAGE_BPEL_BIOhttp://v-rem-lnx1.nwu.ac.za:8080/MidTier/services/ARService?server=v-... / /wsdl:port /wsdl:service /wsdl:definitions Is it possible to change this? Francois Seegers Senior Remedy Consultant ___ Blue Turtle Technologies Tel : +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 | Cell: +27 (0)82 729 5273 email: franco...@blueturtle.co.zamailto:da...@blueturtle.co.za | web: www.blueturtle.co.zahttp://www.blueturtle.co.za Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 |http://www.blueturtle.co.za Midridge Office Estate, International Business Gateway, cnr New Road Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication represents the originator's personal views and opinions, which do not necessarily reflect those of Blue Turtle Technologies (Pty) Ltd. If you are not the original recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error, and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately notify the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Error in ARS 7.6.0.4 log
Basically it is saying that arserverd crashed with an api call GLE. GLE -- Get list Entry which is being processed by list queue i.e., 390635. In this instance it happens to be email engine trying to do some query and arserver crashed. Try turning on api,sql logs and see if you can find anything from that. On Jun 2, 12:42 pm, NormD dign...@navcanada.ca wrote: We are getting several messages in the arerror log and are having trouble determining the cause. The messages change in that they sometimes differ in the client being reported. Can someone shed some light on this as to a protential cause and/or resolution? Thu May 19 09:39:24 2011: AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thread Id: 10692 Version: 7.6.04 Build 002 201101141059 Jan 14 2011 12:01:30 ServerName: nesa Database: SQL -- Oracle Hardware: x86_64 OS: Windows Server 2003 RPC Id: 32970 RPC Call: 5 (GLE) RPC Queue: 390635 Client: User Remedy Application Service from E-mail Engine (protocol 18) at IP address 10.128.34.12 Logging On: Code: c005 Operation: read Access Addr: 000C Stack Begin: Stack End Thu May 19 09:39:24 2011 390635 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Thu May 19 09:39:24 2011 0xc005 Thu May 19 09:39:24 2011 390635 : AR System server terminated — fatal error occurred in ARSERVER (ARNOTE 21) -- View this message in context:http://ars-action-request-system.1093659.n2.nabble.com/Error-in-ARS-7... Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: How to rollback the changes once we depolyed on the server?
There is no easy automatic way. Incase of a mass release db restore is an ideal option. But for small and medium releases it is not an ideal option. Usually you create a change ticket per feature. And document the workflow being touched on each change ticket and attach the backup instructions with the code. You can refer that during the rollback. If you really need to automate then you end up creating custom scripts, I do not think not many people do that. On Jun 2, 1:25 am, Vikram_Betholi betholi.vik...@gmail.com wrote: Hi, We are moving our code to production server using migrator scripts.If at some point of time we want to revert back particular functionality, how can this be done automatically? With Regards, B.Vikram. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: MidTier 7.6.4 Cache Setting
Do you have the developer cache mode turned on as well? On Jun 2, 5:12 pm, Pargeter, Christie :CO IS cparg...@lhs.org wrote: Hi All - I have recently built an ARS 7.6.4 environment and when I change some code (active links or form definitions) I can't seem to make my Dev MidTier server to see the changes. I have to wait over an hour to see these changes. What do people have for the Cache settings? I am currently at Definition Change Check: 0 Seconds Perform Check: Yes Update Flashboard Definitions: 86400 seconds Resource Check: 86400 seconds Enabled Cache Persistence: Unchecked What should I change so I can actually see my changes within a timely manner? ARS 7.6.4 MidTier 7.6.4 IIS 7.5 Tomcat 6.0.20 Windows 2008 64 Bit Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
urgent -- clients can not establish connection with server.
Hoping someone can provide pointers to fix the issue. Windows 2008,itsm 7.6.03, oracl 11g. All of a sudden we are seeing clients can not able to connect to arserver, after ars restart. All the clients are giving the same error that server is busy. I am suspecting some thing changed on the environment(security/os etc), but I have no way to prove that as all the connections at the network/os level are working fine. We are seeing the same issue with other servers in the servergroup also. From our internal diagnosis: The server was never busy, by looking at the logs,cpu,memory When tried to login through client, we can see on the server side api,sql logs that arserver is authenticating the user successfully. After the authentication we did not see anything else happening which is causing the client to timeout. So it seems like that the client is able to communicate with the server, where as the server is unable to respond back to the client. We tested with remote, as well as local client installed on the server. 1. Disabled all McAfee processes 2. Disabled windows firewall 3. Connecting through a user tool installed on the server itself. 4. Tested with the driver utility under C:\Program Files\BMC Software \ARSystem\Arserver\api\driver folder 5. Tested with the client side api logs turned on for developer studio. 6. Tested with user tool both local and remote 7. Tested with midtier 8. Disabled preference server option. 9. Disabled Assignment Engine,Approval server, dispatcher, servergroup option, escalation, sla,full text, email engine. 10.Disabled port mapper and using the direct tcp port number. 11. Verified with netstat and server is listening to the correct port numbers. 12. We tried connecting the ars to a different db(development), we are still seeing the same issue, where as the the development ars server has no issues. So it is telling me is not an issue with the db. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: urgent -- clients can not establish connection with server.
It is not a connection issue from arserver to the database. Because arserver is starting up fine, I can see in the logs that it can read all the table from db during the startup. And the startup took 5 min which is the time it used to take when it is working fine. From the sql logs we can see the sqls are not slow. We have installed user tool on the server itself and tried to login from there, still it is timeout saying server is busy. During the login from user tool we are seeing in the apisql log that the user is verified. But after that the user tool is taking 2 min and then timesout. On Jun 1, 12:04 pm, Danny Kellett danny.kell...@strategicworkflow.com wrote: Hi, Not sure if I read this correctly but are you saying the below tests of connecting actually on the local machine, either through User tool or driver? If so then its a network issue from your client to the AR Server. If it doesn't connect from running on the local server then you have to debug why the AR Server is taking too long connecting to the DB. Get the DBA to look at the logs to see if there are SQL statements connecting under the user ARADMIN and if they are then ask him/her why are they slow all of a sudden. If not then again its a connection issue from your AR Server to the database. As its windows, check no patch has been applied etc. If its remote from the AR server then use the native client tools, e.g. Oracle-sqlplus or MSSQL-ODBC using Jet or something similar. Regards Danny Single Sign On (SSO) for the BMC Remedy AR System and ITSMhttp://www.javasystemsolutions.com/jss/ssoplugin -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of patchsk Sent: 01 June 2011 17:42 To: arsl...@arslist.org Subject: urgent -- clients can not establish connection with server. Hoping someone can provide pointers to fix the issue. Windows 2008,itsm 7.6.03, oracl 11g. All of a sudden we are seeing clients can not able to connect to arserver, after ars restart. All the clients are giving the same error that server is busy. I am suspecting some thing changed on the environment(security/os etc), but I have no way to prove that as all the connections at the network/os level are working fine. We are seeing the same issue with other servers in the servergroup also. From our internal diagnosis: The server was never busy, by looking at the logs,cpu,memory When tried to login through client, we can see on the server side api,sql logs that arserver is authenticating the user successfully. After the authentication we did not see anything else happening which is causing the client to timeout. So it seems like that the client is able to communicate with the server, where as the server is unable to respond back to the client. We tested with remote, as well as local client installed on the server. 1. Disabled all McAfee processes 2. Disabled windows firewall 3. Connecting through a user tool installed on the server itself. 4. Tested with the driver utility under C:\Program Files\BMC Software \ARSystem\Arserver\api\driver folder 5. Tested with the client side api logs turned on for developer studio. 6. Tested with user tool both local and remote 7. Tested with midtier 8. Disabled preference server option. 9. Disabled Assignment Engine,Approval server, dispatcher, servergroup option, escalation, sla,full text, email engine. 10.Disabled port mapper and using the direct tcp port number. 11. Verified with netstat and server is listening to the correct port numbers. 12. We tried connecting the ars to a different db(development), we are still seeing the same issue, where as the the development ars server has no issues. So it is telling me is not an issue with the db. ___ _ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: DSO Delete
Distribute delete may not work in this scenario. However you can make a dso update on the master record with a particular field set to a flag, say: fld1= deletefromsecond. You can write a filter on the second server like: RunIF:$USER$ = DSO AND 'fld1' = deletefromsecondserver Action: Application delete entry $RequestID$ On May 27, 9:29 am, Frank Caruso caruso.fr...@gmail.com wrote: ARS 6.3 Solaris/Oracle We are passing records between ARS servers. The records are transferred using Independent Copy. The records only go one way. The receiving server stores the sending servers EntryID (field ID 1) in a separate field which the master server uses during updates. The master server does not sore the remote records unique identifier. All is working fine but we now have to handle deletes of records from the master. I cannot figure out a way to do this from the master server without knowing the unique identifier of the remote record. Can I use Distribute Delete in this situation or is there another way of doing this? Thank you. Frank ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
filter consuming an external webservice is not sending namespace
Anyone seen this issue where a remedy filter consuming a webservice is not sending the namespaces in the xml sent to external system. It is sending like AbstractDescsummary/AbstractDesc instead of tic:AbstractDescabstractdesc/tic:AbstractDesc. I tried with soapUI and it is sending correctly with the namespace included. Any ideas on alternatives? Writing a custom java client or asking the external system to not use namespace is the last option. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: filter consuming an external webservice is not sending namespace
Sorry forgot to mention about the environment. We are on ars7.6.03 On May 27, 10:03 am, patchsk vamsi...@gmail.com wrote: Anyone seen this issue where a remedy filter consuming a webservice is not sending the namespaces in the xml sent to external system. It is sending like AbstractDescsummary/AbstractDesc instead of tic:AbstractDescabstractdesc/tic:AbstractDesc. I tried with soapUI and it is sending correctly with the namespace included. Any ideas on alternatives? Writing a custom java client or asking the external system to not use namespace is the last option. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
remedy itsm integration with hp Operations Manager (OMI)
Trying to get feedback from anyone who has done integration between remedy and HP Operations Manager product and how did it go? what is the integration mechanism used ? We are talking to HP on this and they are suggesting to buy a partner product called AppLink and we are thinking if we can do this internally without having to buy additional product. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM - 7.6.4 Relating Objects
Exactly the first time you enable record object relationships it will take more than an hour to startup, subsequent startups should be normal time. But once you turn it off, a restart will remove all the relationship entries created. We turned it on only on dev/qa server,we do not see much need to turn it on production server. More over we are using arinside which is working perfectly with ars7.6.03. It is a lot more useful/user friendly than devstudio object relationships. Only downside is you need to run arinside periodically to get latest updates, where as devstudio object relationships get created on the fly anytime new workflow is created/modified. On May 26, 12:26 pm, strauss stra...@unt.edu wrote: The 7.6.04 docs say that once you turn it on (Record-Object-Relationships: T) it causes the server to record all relationships before accepting any client connections, and that it may take an hour or more to do so. I know it was doing something before I stopped it... one CPU core (of 4) was at 50% utilization, but it is only making ONE TCP/IP connection to the database; normally I have 68 TCP connections to the SQL Server, so it isn't very efficient. Also the transaction log backup after I had let it run for a while was over a gig in size - unusually large. What bothers me is that if you turn it on during the installs (file under why the ITSM upgrade took 17 hours) it does not appear to be retained if a subsequent installer turns it off. Then turning it back on again wipes your server(s) out for an hour (server group members ALL must be either on, or off). It's like the mid-tier caching that did not work properly, i.e. was not really persistent, and restarting the mid-tier wiped it out and forced another 30-minute fetching activity. In each case, if it is on a production system your users WILL be impacted. Maybe Record-Object-Relationships: T is unsafe for use in anything but a development environment. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Centerhttp://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Thursday, May 26, 2011 11:16 AM To: arsl...@arslist.org Subject: Re: ITSM - 7.6.4 Relating Objects I have had the same experience - if you turn it on after the fact (after installing the apps) the server becomes irrevocably hung. I have made a point of turning it on during installs and upgrades ( Set Object Modification Log ON) but have yet to see any positive result from doing so, possibly because other installers turn it back off again and leave it off (SLM?). Then when you try to actually SEE relationships, it is not turned on, and turning it on hangs your server delays startup by , and so on... It's like the BPCU - it is supposed to work, but it doesn't, really. I had it turned on everywhere I could while installing my clean 7.6.04 suite pre-production server - I had to keep turning it back on, and it is still turned on there in Server Information, and if I open the HPD:Help Desk form and select a field and right-click - Show Relationships it DOES display relationships - usually an obscene number of them (60 for Priority*, 86 for Service*+), so it can actually work. It keeps getting turned back off on my staging server, but I think it is _supposed_ to be safe to turn it back on because it was on during the installs/upgrades so the relationship information must have already been generated and stored somewhere. Unfortunately, turning it on results in the server startup being delayed for longer than I can tolerate - I get tired of seeing more Wait for server timed out entries in the armonitor.log, so I usually have to go back into the ar.cfg and change Record-Object-Relationships: from T to F and try again. I just tried that, and after twenty+ minutes of seeing it hung I rebooted the server. So no, I can't say that it actually works, in the real world. Not having a fun day with BPCU 7.6.04.01000, so I am skeptical about the chances of ANY BMC product released since 2008 working properly. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Centerhttp://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Thursday, May 26, 2011 10:19 AM To: arsl...@arslist.org Subject: ITSM - 7.6.4 Relating Objects I have checked the BMC KB and found no answer. I went into Remedy to have it relate the objects the way the documentation said to do it and now the DB is running wild. I can't even log into Remedy to make it stop. A It appears to have stopped and started over. I tried to start the service manually using arserver.exe -m This is what is creating the huge
Re: anyone know how to add custom approval phases
I remember reading in BMC Communities that it was designed like that in order to support multi language. I am not sure if that was the only way to do that. It is a big hassle even to just add a custom menu value. In order to add a custom menu value most of the times we need to add it on the 1. visible selection field 2. there is a hidden selection field 3. Add data in some system form. 4. Add it on all the depended dialog screens. On May 24, 2:00 pm, Rick Cook remedyr...@gmail.com wrote: Totally agree. Why build a data driven system and then not use it most of the time? Either replace the selection lists with menu data or don't. Rick On May 24, 2011 11:52 AM, Andrew C Goodall ago...@jcpenney.com wrote: Confirmed it works in 7.5.01 - pretty sweet, that's a load off my mind getting that to work. FYI - I also had to trigger the process based on a new custom status reason, so in case anyone else has requires that then here's what you need to do: 1. Add status reason record as value to form SYS:Status reason menu items 2. In DevStudio - Add status reason value to Form CHG:Infrastructure change management (in order for the value to stick when change record saved) 3. In DevStudio - Add status reason to Form APR:SYS-Approval Definition (in order for the value to stick when approval process config record is saved) 4. In DevStudio - Add status reason to Form SHR:ARDBC_OverviewConsole and SHR:ARDBC_OverviewConsoleTemplate (in order to see value in the overview console) Why BMC designed the status reason in this manner infuriates the heck out of me - one simple change creates so much work. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney .www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine Sent: Tuesday, May 24, 2011 1:44 PM To: arsl...@arslist.org Subject: Re: anyone know how to add custom approval phases ** That actually WORKS? Or does it only work in 7.5? I don't remember ever being able to get past the out of box approval phases in 7.0.3 but I'd really REALLY like to know for my own info. --- On Tue, 5/24/11, Rick Cook remedyr...@gmail.com wrote: From: Rick Cook remedyr...@gmail.com Subject: Re: anyone know how to add custom approval phases To: arsl...@arslist.org Date: Tuesday, May 24, 2011, 11:25 AM ** You just create your own phase names by typing them in the field instead of using the menus. Then those phase names are available in the Mappings form. Rick On Tue, May 24, 2011 at 8:21 AM, pritch pri...@ptd.net wrote: Hi Andrew, Take a look at the Approval Process Configuration form. The entries in there navigate the approval processes. I've Offlined, added and renamed some of mine as well as adjusted the status flows (approval and rejections). Hopefully you have a dev or test env to play around with this. Once you have the process coniguration done, you'll obviously need to create the approval mappings. If I remember right, the changes to the Phase names came through to the approval mapping form. But I'm having a senior moment here so I don't recall if I had to adjust a menu somewhere. Check out the menu behind the Phase name in the approval mapping form to be sure of where the menu comes from. Hope this gives you a start. On Tue, 24 May 2011 09:24:00 -0400, Andrew C Goodall ago...@jcpenney.com wrote: Thanks Louise - that's how I originally had it configured. But the customer wants to the status of the change request to move from scheduled to review to scheduled to approval then to scheduled after each level, and as far as I can see you can't do that, it will stay in the begin status until all the levels of approval are complete for that phase. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney .www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [ma_attend WWRUG11www.wwrug.comARSlist: Where the Answers Are_ /prefont face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.brpre ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are
Re: server group delinquency, inaccurate
Have you checked the servergrp_board table in the database? Do they match with the FQDN of the server connect names in the ar.conf file? On May 20, 8:14 pm, Ramey, Anne anne.ra...@nc.gov wrote: Since we upgraded from ARS 7.1 to ARS 7.5 (patch 7), we've seen a lot of incorrect delinquency messages in the server group logs-each server detecting the other as delinquent quite frequently, even when they are responding just fine. It happens at all hours, even after backups are finished and no one is in the office for the morning yet. The systems are NOT busy, but they are being delinquent. We are using the same settings of a 30 second interval with 2 intervals before failover that we used before the upgrade. Server-Group-Signal-Option is already false. We don't want to go all the way to Disable-ARSignals. It got bad enough today to happen for two intervals and cause a failover during the work day. This, of course, caused the system to hang for a moment, and it managed to kill the email engine-which didn't fail back over properly. Has anyone else with ARS 7.5 p 7 seen something like this? Primary: SGRP /* Fri May 20 2011 11:57:37.5506 */ Server secondary determined to be operational SGRP /* Fri May 20 2011 12:00:07.6808 */ Server secondary determined to be delinquent with 4 operation(s) owned SGRP /* Fri May 20 2011 12:00:37.7094 */ Server secondary determined to be operational SGRP /* Fri May 20 2011 16:49:52.4853 */ Server secondary determined to be delinquent with 4 operation(s) owned SGRP /* Fri May 20 2011 16:50:22.4912 */ Server secondary delinquent for 2 intervals with 4 operation(s) owned SGRP /* Fri May 20 2011 16:50:22.4913 */ Transferring pending full text indexing tasks from server secondary to server primary SGRP /* Fri May 20 2011 16:50:22.4939 */ Transferred 0 pending full text indexing tasks from server secondary to server primary SGRP /* Fri May 20 2011 16:50:22.4939 */ Failing over E-Mail Engine operation from server secondary to server primary SGRP /* Fri May 20 2011 16:50:22.4956 */ Resuming E-Mail Engine operation SGRP /* Fri May 20 2011 16:50:22.4993 */ Failing over Flashboards operation from server secondary to server primary SGRP /* Fri May 20 2011 16:50:22.5011 */ Resuming Flashboards operation SGRP /* Fri May 20 2011 16:50:22.5038 */ Failing over Assignment Engine operation from server secondary to server primary SGRP /* Fri May 20 2011 16:50:22.5055 */ Resuming Assignment Engine operation SGRP /* Fri May 20 2011 16:50:22.5096 */ Failing over Reconciliation Engine operation from server secondary to server primary SGRP /* Fri May 20 2011 16:50:22.5113 */ Resuming Reconciliation Engine operation SGRP /* Fri May 20 2011 16:54:22.6434 */ Server secondary determined to be operational SGRP /* Fri May 20 2011 16:54:22.6435 */ Server primary relinquishing E-Mail Engine operation to server secondary SGRP /* Fri May 20 2011 16:54:22.6435 */ Suspending E-Mail Engine operation SGRP /* Fri May 20 2011 16:54:22.6460 */ Server primary relinquishing Flashboards operation to server secondary SGRP /* Fri May 20 2011 16:54:22.6461 */ Suspending Flashboards operation SGRP /* Fri May 20 2011 16:54:22.6544 */ Server primary relinquishing Assignment Engine operation to server secondary SGRP /* Fri May 20 2011 16:54:22.6544 */ Suspending Assignment Engine operation SGRP /* Fri May 20 2011 16:54:22.6615 */ Server primary relinquishing Reconciliation Engine operation to server secondary SGRP /* Fri May 20 2011 16:54:22.6616 */ Suspending Reconciliation Engine operation SGRP /* Fri May 20 2011 18:44:11.7233 */ Server secondary determined to be delinquent with 4 operation(s) owned SGRP /* Fri May 20 2011 18:44:41.7522 */ Server secondary determined to be operational SGRP /* Fri May 20 2011 18:56:42.0804 */ Server secondary determined to be delinquent with 4 operation(s) owned SGRP /* Fri May 20 2011 18:57:12.0894 */ Server secondary determined to be operational SGRP /* Fri May 20 2011 18:58:42.1558 */ Server secondary determined to be delinquent with 4 operation(s) owned SGRP /* Fri May 20 2011 18:59:12.2134 */ Server secondary determined to be operational Secondary: SGRP /* Fri May 20 2011 11:56:37.4981 */ Server primary determined to be operational SGRP /* Fri May 20 2011 11:59:37.6687 */ Server primary determined to be delinquent with 8 operation(s) owned SGRP /* Fri May 20 2011 12:00:07.9562 */ Server primary determined to be operational SGRP /* Fri May 20 2011 16:54:02.0895 */ Ownership of the E-Mail Engine operation removed unexpectedly from server secondary SGRP /* Fri May 20 2011 16:54:02.0896 */ Suspending E-Mail Engine operation SGRP /* Fri May 20 2011 16:54:02.0932 */ Ownership of the Flashboards operation removed unexpectedly from server secondary SGRP /* Fri May 20 2011 16:54:02.0933 */ Suspending Flashboards operation SGRP /* Fri May 20 2011 16:54:02.0963 */
Re: Change Management 7.6.04 or whatever version uses Task Phase Management
Yes, the task phase management allows you to have tasks associated to each stage of the change ticket. With enforce task close configuration option, you can even enforce the users to close all the tasks within each stage before they can move to the next stage of the ticket. The users need to be trained to select the correct phase where they want to associate the task to, because once the task is created with a wrong phase associated to it, there is no OOTB way to change the phase, you just need to close that task and create another task. This phase management applies to only the tickets that are created after this option is enabled, previous tickets will be worked as normal. On May 19, 10:58 am, Chowdhury, Tauf tauf.chowdh...@frx.com wrote: All, I was looking through the documentation for Change and found that there is a feature for Task Phase Management which from what I understand allows you to have 1 Change Request with a bunch of tasks in it but it allows you to activate a certain number of tasks when the Change is approved in a stage before Scheduled or Implementation. Is this correct? Has anyone implemented this? Our scenario is that users want to do pre production tasks within 1 Change request instead of having a separate Change Request that they relate to a production change request. (Hope that makes sense) If this thing works the way I think, I should be able to eliminate the additional Change by having all the tasks packaged into one change request. Thanks in advance. -Tauf ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: needs immediate help on this query....
Try this:
(($OPERATION$ = SET AND (('DB.Status' Resolved) OR ('DB.Status'
= Cancelled)))
OR ($OPERATION$ = CREATE) ) AND ('Status' = Closed)
On May 20, 10:59 am, Gerard Lafontant gelaf...@gmail.com wrote:
All,
Can anyone tell me what am i missing or is wrong from this query that's
causing the filter not to fire (by pass) on new request; and only fires on
modified existing request. Basically, i'm forcing user to keep away from
using 'Closed' Status resolution and push them to use the 'Resolved' status
upon closing a ticket.
(('DB.Status' Resolved) OR ('DB.Status' = Cancelled)) AND ('Status'
= Closed)
Status Value Order:
New=0
Assigned=1
In Progress=2
Pending=3
Resolved=4
Closed=5
Cancelled=6
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Re: MidTier Current Connection
Unless you turn on the logs there is no way out of the box to determine which midtier the connection came from. On May 18, 11:40 am, Andre Hughes neo1...@yahoo.com wrote: Hello, We have two separate Mid Tiers (7.5). Is there any way to find out if a user is currently connected to a specific Mid Tier? Other than asking them of course! We are using the standard Tomcat from BMC's 7.5 patch 7 install. Mid Tier Version 7.5.00 Patch 007 201009161400 Thanks, Andre ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Mid Tier Error - 7.6.04
Is this on a new installation? REMEDY.ARDBC.APPQUERY is the plugin to support overview console on the homepage. Verify if you have this file in your system: C:\Program Files\BMC Software\ARSystem\pluginsvr\qry\conquery.jar This is from windows but you can look for similar path in your IBM OS. And in 'C:\Program Files\BMC Software\ARSystem\pluginsvr \pluginsvr_config.xml verify if the lines are there related to remedy.adbc.appquery, with correct java port number( is the default). Also see if you have portmapper enabled. If everything is in place and still you are seeing the errors then in the log4J file set the log type to DEBUG and restart the plugin svr or arsystem and you can see more details. On May 16, 12:42 am, Vaibhav Singhal vaibhavsing...@hcl.com wrote: ** Hi List, Environment information - ARS 7.6.04 on AIX ITSM 7.6.04 SLM 7.6.04 Oracle 11g IBM websphere Issue is - Error message on top of home page, if we try to access system via thin client - Message not in catalog; Message number = 8755 : REMEDY.ARDBC.APPQUERY(ARERR8755) I scanned knowledge base, and found some related issue, and suggested solution was either a restart orsome Java PluginJar files Path inpluginsvr_config.xml. Restart is not a solution. Has anyone experienced this issue before? Any suggestion is much appreciated. Regards, Vab ::DISCLAIMER:: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ---_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: error after installation
Try disabling the port mapper and restart arsystem. On May 16, 5:40 am, Nair, Rajesh SISPL nairraj...@siemens.com wrote: Dear List I have just installed ARSYTEM 7.5 version on a test system onwindows 2k3 system and oracle 10G r2 When I am getting this error when opening server info form ARERR [8203] The server's RPC version is not supported. : RPC: Program unavailable With Best Regards Rajesh Nair ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Web Service Error Handling (Oracle BPEL)
Have you tried using this feature Error handling filters ? Error handling filters: You can specify an error handling filter that the server executes before it performs the default error handling. Using an error handler, workflow can recover from an error or change the handling of Message Actions of type Error produced by third-party AR System applications when called from your custom applications. On May 16, 5:31 pm, Francois Seegers franco...@blueturtle.co.za wrote: Hi All, I need to do error handling when an external system passes information to Remedy via a web service. Scenario: Oracle BPEL sends a new request to a Remedy staging table. Filters validate the data (Submit) and need to pass an error code back as output response if data is invalidated. I tried using error messages in a filter but the xml format created is not structured and I would like to have preconfigured error codes i.e. table storing the codes. Can anyone share some thoughts how I can accommodate data driven error code responses? Thanks Francois Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 |http://www.blueturtle.co.za Midridge Office Estate, International Business Gateway, cnr New Road Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication represents the originator's personal views and opinions, which do not necessarily reflect those of Blue Turtle Technologies (Pty) Ltd. If you are not the original recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error, and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately notify the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Web service issue on calling HTTPS URL
Verify if you loaded the certificate to the correct Java JRE which is being used by the webservices plugin. Sometimes it is possible the server has more than one JRE. Did you restart the remedy arserver after loading the certificate? On May 13, 10:10 am, Siddiqi, Wirasat (Contractor) wirasat.sidd...@occ.treas.gov wrote: I am trying to load a HTTPS URL suing filter set field. We have loaded the certificate in Java JRE directory on the server. When I try to click the load button, I am getting following error message. Any help would be appreciated. We are running AR Server Patch 6 on Windows 2003 environment. -- RROR: URI not found URL Additional Details: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target com.bmc.arsys.ws.util.ARWSException: URI not found URL at com.bmc.arsys.ws.util.WsdlUtil.validateWSDL(WsdlUtil.java:187) at com.bmc.arsys.ws.util.WsdlUtil.newDocument(WsdlUtil.java:230) at com.bmc.arsys.ws.wsdl.WsdlParser.init(WsdlParser.java:104) at com.bmc.arsys.ws.util.WsdlAdminInterface.parseWsdl(WsdlAdminInterface.java: 406) at com.bmc.arsys.ws.util.WsdlAdminInterface.parseWSDLIntoMappingString(WsdlAdm inInterface.java:213) Thanks, Wirasat K. Siddiqi Remedy Development Team Email: wirasat.sidd...@occ.treas.gov Office: 202-471-3576 Cell: 703-732-9495 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: email engine outgoing mail still sending after disabled
Go the the folder where you installed email engine and look at the emaildaemon.properties file. There should be a parameter in it which tells how often to recahce the config changes. You need to wait till that time or just restart email service. If windows the default install directory is: C:\Program Files\BMC Software\ARSystem\AREmail Are you using servergroup by chance? On May 11, 3:08 pm, Michael mhi...@email.arizona.edu wrote: Hi all, I have a feeling this is a configuration issue, but am not sure where to look. My email engine works just fine, I can send and receive emails perfectly. But I set the 'Status' on my outgoing mailbox in the AR System Email Mailbox Configuration form to Disabled to do some testing and not spam people...but after an hour, it is still sending outgoing email, even though I have verified a few times, my mailbox is still set to 'disabled' any ideas? build: 7.6.03 Build 001 201008170035 Linux 2.6.18-194.26.1.el5 thank you, -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Web services qualification
If your database is sql server then it supports case insensitive searches. If it is oracle then forget about setting it case insensitive as you end up recreating all the indexes and unknown issues down the road. FTS is an option, but If I remember correctly it comes only with ITSM, also you need to set that particular field to be FTS indexed. Or if it is just one field create a another filed and copy the data from original field and convert to either uppercase or lower case. Ask your users to query using that second field. On May 11, 2:31 pm, Chintan Shah cbss...@yahoo.com wrote: Good question. Honestly, I dont have an exact answer to that..I am also not sure if there is any equivalent function in Remedy for that(looking for something like equalsIgnoreCase in java). List, is FTS(Full-Text Search) an answer to this question? Thanks Chintan. --- On Tue, 5/10/11, Prasanth Prabhakaran prasanth.prabhaka...@wipro.com wrote: From: Prasanth Prabhakaran prasanth.prabhaka...@wipro.com Subject: Re: Web services qualification To: arsl...@arslist.org Date: Tuesday, May 10, 2011, 11:10 PM ** Hi Chintan / Vamsi, Good morning Thank you very much for helping me J my scenario is what Chintan explained, am using only a particular field for searching so I need to use the specific qualification in my WSDL.I have one more question. How can I enable a keyword search with out case sensitive through WSDL example :- if I search with test or Test or TEST it should list all the records which contains the word test in it. Hope I’m clear with my question. Looking forward to hearing from you. Thanks Regards Prasanth.P From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chintan Shah Sent: Wednesday, May 11, 2011 6:34 AM To: arsl...@arslist.org Subject: Re: Web services qualification ** Vamsi, the problem with that is client has to know Label/DBNames(dont remember exactly which one is needed in WSDL). The idea of web-service is to hide that information from them, hence places where only particular fixed parameters need to be passed, they can be passed as XPATH elements. That way the client does not have to build the entire qualification and just need to pass parameters. eg. using Qualification XPATH Element, client has to build query that might look like this 'Test' LIKE '%Test%'. using Parameters, client only has to pass value '%Test%'. Also, its easier for client to manipulate WSDL if input parameters are properly specified. Again, this goes only for operations where we know what we want to query. If client comes back and says I want to query on every field that is on your ticket, then Qualification attribute makes complete sense, since you will be generalizing your WS operation at that point. Thanks Chintan. --- On Tue, 5/10/11, patchsk vamsi...@gmail.com wrote: From: patchsk vamsi...@gmail.com Subject: Re: Web services qualification To: arsl...@arslist.org Date: Tuesday, May 10, 2011, 10:49 AM For a getlist operation, by default one of the input mapping attributes is: Qualification You send the qualification as input to remedy using this attribute. This qualification is same as what you use in remedy user tool advanced qualification bar. You do not need to change XPATH element. On May 10, 7:30 am, Prasanth Prabhakaran prasanth.prabhaka...@wipro.com wrote: Dear experts Seeking your help again . I want to query a list of data using a WSDL for this am using GetList operation, how can I give the below qualification in the XPATH. 'Test' LIKE %test% Can I use the below qualification for the same in web service / what is the syntax for LIKE query in web services any idea ? 'Test' LIKE XPATH(/ROOT/Test) Thanks Regards Prasanth.P Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend
Re: Web services qualification
For a getlist operation, by default one of the input mapping attributes is: Qualification You send the qualification as input to remedy using this attribute. This qualification is same as what you use in remedy user tool advanced qualification bar. You do not need to change XPATH element. On May 10, 7:30 am, Prasanth Prabhakaran prasanth.prabhaka...@wipro.com wrote: Dear experts Seeking your help again . I want to query a list of data using a WSDL for this am using GetList operation, how can I give the below qualification in the XPATH. 'Test' LIKE %test% Can I use the below qualification for the same in web service / what is the syntax for LIKE query in web services any idea ? 'Test' LIKE XPATH(/ROOT/Test) Thanks Regards Prasanth.P Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Webserices setup for ITSM 7.6
ITSM 7.6 OOTB there is a form called HPD:Incident Interface, also there are some OOTB webservices to create/query incidents. HPD_IncidentInterface_Create_WS HPD_IncidentInterface_WS You can start from there. You do not want to make any changes directly on the OOTB forms. Most of the times during integrations we end up creating a staging form for incoming/outgoing messages to store data and to do translations, before submitting into main forms. Incase of incident you can create a staging form, collect all the information there, process the data and then finally submit into HPD:IncidentInterface form which will then create the incident ticket,worklogs and relationships. You need to install some libraries on your IIS/Apache/other webserver and then generate keys to share with org A, and you need to register their keys in your key store. Please review the integration guide that comes with remedy download, which has a lot of information related to remedy webservices and registering certificates. But most of the times you do not directly talk to another organizations systems directly from remedy itsm unless you host another remedy env in DMZ. You will have a middleware (webmethods,tibco,custom built) which will take the message from you, do some translations and transfer it to other organization vice versa, handling the queues,connectivity,security etc. On May 9, 5:16 pm, Sachin Verma sachin.ve...@accenture.com wrote: Hello ARList, I would need your guidance to setup the connectivity between two ITSM instances using 'web-services' (secured, https): Instances: Different. Organization A is on ITSM 7.1 and Organization B is on ITSM 7.6(ARS 7.5) ITSM Module: Incident only Scenario: Organization A will expose their web-service for consume and Organization B has to publish its own web-service and consume 'A' web-services. I am from Organization B and I would appreciate if anyone please share the detailed description to 'how to'(web-service setup, ITSM Form changes etc.). I am new to ITSM and my assignment is to make the connection between these two instances(For IM). Thanks, Sachin This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: How to connect to an AR server that is not registered with portmapper via AR JAVA API?
Set the environment variable ARTCPPORT=6060 on the server where you are executing you java program. On May 8, 12:39 am, Jiang jiangxiaofen...@gmail.com wrote: Hello arslist, the java code is like this: userInfo = new ARServerUser(Demo,,UTF-8,192.168.205.134,6060); userInfo.verifyUser(new VerifyUserCriteria()); and get this error: AppendedText: 192.168.205.134 (0) : RPC: Program not registered failed to connect to server. 6060 is tcp port number of ar server. 2011-05-08 Jiang Xiaofeng 江晓峰 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Customization Approval Process Question
Sometimes it is very hard to find a balance between the user experience and handling of the customizations. We went through similar review where our VP discarded 90 percent of the customizations for the new upgrade. But during the training/demos users are pissed off because 1. It is completely web based and slower than user tool 2. They are loosing the look and feel or the handy customizations they had for the past six years 3.With the best practice views many fields that were in the classic view are either no more used or hidden or not easily accessible. So we had to rebuild some of the easy ones from the discarded customizations to get a buy in for UAT sign off. With new version OOTB there are only very few fields that are required to close a ticket, and it will mess up several matrics/reports. For example Product or Operational categorization are optional OOTB, and they are required for metrics,auto assignments,approvals in our company. Users were asking for several process enforcement rules like they must enter data in field x, if there is a value in field y etc.. It was very hard to convince users that many of their requirements are user training issue rather than a tool customization. At the end we had to reject the user requests and direct them to VP and CAB to get the sign off. On May 3, 1:18 pm, Sanford, Claire claire.sanf...@memorialhermann.org wrote: This is what we want them to fill out before going to the CAB. They are fields that were added to the old HD form and the old CHG form that in the past all they had to do was put in a request with approval from a Director and they could have it added. With this implementation, there are new rules. No enhancements/customizations unless they can justify the need and get it past the CAB or a System Executive (VP). From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 03, 2011 1:11 PM To: arsl...@arslist.org Subject: Re: Customization Approval Process Question ** Isn't that what the Change Management process is for? The CAB decides what is worth pursuing. Rick On May 3, 2011 6:59 AM, Sanford, Claire claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org wrote: When you have a customer that wants a customization made, do you have a special requirements document you have them complete? I have my gazillion customizations in the 6.0 version of HelpDesk and in order for them to move to the new ITSM 7.6.4, the users will have to provide some form of justification for needing something that is not OOB. We have determined that MANY of them are adaptable to some of the newer processes, some customizations are so complex and very clinical in nature, there is no place in the OOB version for them. Suggestions? Samples? Claire Sanford Information Systems Division Memorial Hermann Healthcare System System Services Tower North - 2:105 920 Frostwood, Houston, TX 77024 Phone: 713 338 6035 claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orghttp://www.arslist.org attend wwrug11www.wwrug.comhttp://www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11www.wwrug.comARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Performance rating on the Change Module and why is it a mandatory field to complete a change ticket?
As Rick mentioned it is related to risk analysis of change ticket. If I remember correctly, system can factor in the change managers ability to handle the change to completion in the risk analysis calculation. During the risk calculation it can average historical performance ratings from the change tickets that have already been completed by that particular change manager. But in 7.6.03 if you use the best practice view, this field is hidden and filled in by a fixed value that is pre-configured, so I guess it is a feature that might be discontinued or used only as on need basis. Usually change manager enters this field after a change is completed. On May 3, 12:13 pm, Mike Ilmer mike.il...@tdameritrade.com wrote: Hi List, My users asking what is the performance rating field and why it is a mandatory field to complete a change ticket? I didn't find the clear explanation. Any ideas? Thanks, Mike ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Prod Cat/Product Catalog
Weird, if you have access to Create button then the SAVE button should be enabled. In 7.6.03 I tried the following two, both have save button enabled 1. If you have DSL Master permission then you can use Homepage -- Product Catalog -- General Functions -- New Product/Suite link 2. If you have Config Categorization Admin permission then you can use Application Admin -- Custom Config -- Foundation -- Products/ Operational Catalogs -- ProductCatalog. Both are doing the samething on the same forms, just the accesspoints are different. On May 3, 3:35 pm, Kevin Begosh kbeg...@gmail.com wrote: List, I am trying to create a Model/Version for a Product in the BMC Atrium Product Catalog since I read that A product must have model or version information before it appears in the Product Catalog Entries list., from the Product Catalog and DML guide 7.6. When I click on the create button the dialog comes up and the save button is disbaled. I looked at the form in developer studio and the field is disbaled there as well. So how are you suppose to create a model/version? ARS 7.5, CMDB 7.6 -- Kevin Begosh ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.03 on 64-bit Oracle 11g
We are in 7.6.03 with oracle 11g in windows platform. What kind of issues are you seeing and what OS are you in? On Apr 28, 9:38 am, Tommy Morris tommy.mor...@radioshack.com wrote: Has anyone installed AR 7.6.03 64-bit against an Oracle 11g 64-bit db? I have heard that it does not work well (if at all) and yet BMC docs say that it is compatible. There is a huge difference between compatible and functional though. Tommy Morris RSTS Remedy Developer 817-415-6898 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Incident Owner
We are in 7.6 and IM sets the incident owner as follows: Scenario: If person A from Group A submits and assigns the ticket to person B in support Group B Incident owner is A if Group A has the helpdesk role. Incident owner is B if Group A does not have helpdesk role and Group B has helpdesk role. Incident owner is A if neither Group A or Group B has helpdesk role. I guess probably same thing may apply to 7.5 On Apr 25, 12:17 pm, Rick Cook remedyr...@gmail.com wrote: I am seeing something I am not sure I believe. In IM 7.5, the Incident Owner fields appear to be pre-populating with the information from the initial Assignee. According to ITIL, this should be the Submitter at the Service Desk (assuming that isn't the End User). Am I missing something? Rick ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Architecture Question
If I understand correctly you have 3 webservers, 2 app servers, 1 reporting server. This is pretty common architecture so should not cause any network clog or anything, assuming your userbase is not very excessive. As for the performance tuning there are several things to do, go through the configuration guide. At a highlevel, make sure your db and app are with in the same VLAN. router is set to fullduplex negotiation. Set the db cursor sharing to FORCE store clobs in a row On Apr 25, 8:44 am, remedy.help remedy.h...@gmail.com wrote: Hello All. We have the following setup ITSM 7.1/solaris/Oracle 10 g We have multiple web server 3 app and 2 reporting server. We have common DB and app servers are in server group. i have a query will such an architecture or set up clog on network when multiple read/write requests are generated. What will be optimum setup to run a show without slowness. Also what performance tuning we can do on DB or application. Any inputs are welcome with reasons, Regards Amit ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Atrium Integrator 7.6.04 in Server Group Setup
I do not know about 7.6.04, but 7.6.03 has a separate chapter on AIE guide on how to install on a server group environment, as well there are some KBs too. I am not sure why they are saying it is not supported. What kind of issues are you seeing? On Apr 15, 9:44 am, Chou, Tony tony.c...@mtsallstream.com wrote: Hello, Any one has any luck in setting up the new Atrium Integrator 7.6.04 in Server Group environment? I am having a lot of issue setting it up and BMC Support says it is currently not support in server group configuration too. Just wonder if anyone else has tried it? cheers... tony ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Unable to set up data connection (ARERR 9351)
I have seen this happening in our env too, though I could find the root cause, flushing the cache and restarting tomcat seems like fixed the issue. We have seen this happening more often when queries returning lot of results are performed. On Mar 18, 11:18 am, Costello, Amy acoste...@columnit.com wrote: Peter, I ran into this issue las year, on the same versions you mentioned (except it was a Linux box). I worked with BMC for several days but as we were not able to get any useful information from any log or trace files, they ended up having me install mt patch 9. That caused a whole new set of issues for us though I can't say if they were related or if I was just having really bad luck. I don't believe we checked the Tomcat header size as LJ suggested though. The whole thing still bothers me because it started suddenly and for no apparent reason. I would be interested to learn of your solution when you find it. Amy On Mar 18, 2011, at 11:04 AM, LJ LongWing lj.longw...@gmail.com wrote: Peter, I have seen this NUMEROUS times and sometimes the cause is the tomcat maxheader size being too small for the amount of data being sent/received across the backchannel servlet. This typically happens to us when we have table fields with lots of columns in it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of team.rem...@libero.it Sent: Friday, March 18, 2011 8:26 AM To: arsl...@arslist.org Subject: Unable to set up data connection (ARERR 9351) Hello everyone, a group of operators can not navigate on the Service Desk because random warning appears: Unable to set up data connection, Which Is Preventing the application from working Correctly (ARERR 9351). Can you help me? Thank you very much Peter Mid Tier Version 7.1.00 Patch 007 200904060530 Web Server Information Apache Tomcat/5.5.25 Operating System Name Windows 2003 Java Version 1.6.0_23 Definition Change Check Interval(Seconds) 3600 Session Timeout (Minutes) 90 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Move mid-tier to new server
Make sure you carry forward your exiting java heapsize, connection pooling settings, also midtier settings from the config page, as well any specific changes to your midtier properties file. If you made any customizations to login pages or other pages then you need to carry forward those too. If you are using SSO stuff then think about those plugins too. On Mar 18, 3:23 pm, Nowak, James jamesno...@officemax.com wrote: I know Remedy 6.3 is out of support so please don't send me responses about that and how I should upgrade to 7.6 or the sort. Here is my issue and I am hoping that someone has gone thru this. We have a Windows 2000 server running our Remedy 6.3 mid-tier. I have been given an ultimatum by upper management that we need to upgrade this server to Windows 2003 or 2008. I have patch 24 for the mid-tier and that is the only installable that I have. Other than making sure I have the right JDK and IIS installed, what other gotcha's should I be concerned about? The server will have a different name, but when we switch over from the old to the new, we will alias the old name to the new server in DNS. Any feedback would be appreciated. Thanks, Jim Nowak IT Operations TEL: 630.864.5366 | CELL: 630.414.0193 | jamesno...@officemax.com 263 Shuman Blvd., Naperville, IL 60563 | http://www.officemax.com CONFIDENTIALITY NOTICE: The information contained in this e-mail and attached document(s) may contain confidential information that is intended only for the addressee(s). If you are not the intended recipient, you are hereby advised that any disclosure, copying, distribution or the taking of any action in reliance upon the information is prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your system. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: change approver
Go to AP:Administration and navigate to Administrator tab. There you can add override approvers by process or for overall system wide. On Mar 17, 10:12 am, Martinez, Marcelo A marc...@cpchem.com wrote: Can someone please refresh my memory.. :-S I have a new member in the change management group. They need to have access to approve on behalf of anyone. Basically, they have override approval power. I just can't remember what access they need.. ITSM 7.0.03 Thanks, Marcelo ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Data Archiving to Vendor form!! will it work?
why do you want to create vendor forms. You can just save as original form with a different name and use that as archive data holder. You can write the escalation to do a push field create entry to the new form and a delete entry on the old form. On Jan 28, 6:54 am, Viki_kulkarni vk0073...@techmahindra.com wrote: hi Listers, We are trying to enable archiving on ARS 5.01. Yes we are aware that we dont have archiving functionality on ARS 5.0.1 (correct me if wrong). So here is how I am planning to do it and would like you guys to have a look at and with all the experience you have it will be great review. The purpose of archiving is to increase performance while searching and to reduce database size. Hence what I am suggesting is to create a new database with tables same as in AR database. (the T Tables). Then I will create vendor forms for all the forms that I need to archive and map them to the new database tables that I have created similar to the AR T tables using ARDBC plugin. Now I will run an esclation that will move the records from AR server forms to the new vendor forms by a special user AR_ARCHIVER just as it does with the inbuilt archiving.All other users will have only read only access to the archive form as per the inbuilt functionality. Now this will reduce the number of records on the AR Server forms and move it to the archive vendor form. (At least that is the idea) Now I am aware that I will need to keep an eye on all the changes that happens to the base form in terms of field addition and need to replicate on the vendor archive form. But thats ok with us as there wont be any change we guess. So let me know if you guys think this will work? I am currently trying for a small POC for the same will update for the same once I pass/fail and what would be the pros and cons for the same. Just trying to think OOTB :) Thanks, Viki -- View this message in context:http://old.nabble.com/Data-Archiving-to-Vendor-form%21%21-will-it-wor... Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.03 Upgrade gone bad.
Technically Yes, but here are the things you need to consider. When you run the upgrader it will update the binaries on the remedy app folder as well the meta data in db. In your case if the db is ok you just want to replace app then you can install on the same server as shared or as you said you can build a new server as shared and point to the same db. But if the db is also having issues then you can only restore from the tape. In your case you upgraded from 7.1 to 7.6, so that is both db and binaries. If you want to switch back to 7.1 again then your only option is to restore from the tape. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Strange ARS Timeout Problem
What is the value for cursor sharing at the db level and on ar.conf file. Try to make it to Forced and see if it fixes this issue. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.03 Upgrade gone bad.
When you run the upgrader it will update the meta data and also remedy version is stored inside the meta data. So you can not just point an upgraded server to older version of db vice versa. It may work with patch upgrade but not with a version upgrade. When we tried to implement oracle data guard it had some bugs and corrupted our db, at that time we ended up DR to a backup server and restore production from a tape and then migrate the delta data to prod from the backup. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Upgrading to ITSM 7.6.03
Make sure no other users are logged into the system. Turn dev cache mode on. Check your /tmp size. Also at server level see if any paging happening. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: CMDB 7.6 post installation - AtriumWidget was not found
If you are using tomcat 5.x for midtier then upgrade to 6.x, it resolved the similar issue in my case. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: URGENT : TABLE Space settings and T Table behavior on form modification
Manish, As Joe mentioned now with 7.5 it directly alters the table when a field is deleted from a form instead of creating a A table etc.. Ex:ALTER TABLE Txyz DROP COLUMN Cxx Earlier versions it used to take a long time to delete fields form a form having huge amount of rows i.e, because it has to create a new table ,duplicate the data into new table, delete old table and recreate the table and indices. Some times it used to timeout and end up in inconsistent state. Now with 7.5 we saw it a lot faster by avoiding those intermediatery steps. But older version if something happens in the middle A table is there for the rescue, we used to rename A table to T and its back. With 7.5 it is not possible any more unless we import the data from a db level backup. On Oct 20, 12:29 pm, Joe D'Souza jdso...@shyle.net wrote: Manish, To answer question 1, creation of A tables is normal. The AR System doesn't do an alter table.. It creates a duplicate A table, copies information from T to A, drops T, recreates T with the new structures, and then copies info from A to T and then drops A.. This has been the design since the very early versions of the ARS.. I think this has changed with the newer version, but my mind is a bit foggy about that at the moment - I'm nursing a slight fever and cold.. To answer 2, Why would you want to alter a production environment during production hours? It is not recommended unless you have a show stopper.. And even then you bring the system offline while repairing the show stopper if it involves altering the main application table.. I am assuming that you have millions of records in this table? This could mean that the whole process of altering that table could take several minutes.. And yes the T table will be missing during that time. No one should be allowed to be using the application at that time. Answer to Q3 - The temp table size varies according to the size if the DB. From a long time ago, I heard recommendations that it should be half the size of the main database file.. If the database you are on, supports auto extend or auto growth or similar options, use those so that your temp space would not be lacking space in case there is a need for growth.. Answer to Q4 - Indexes normally should not automatically drop.. Once created they should stay in existence until that field is dropped. If you drop that field and recreate it for whatever good reason that may be, the index is lost.. Recreate it if its needed. The only other reason I can think of why it can possibly go missing, is if someone messed with the meta data table field_index and deleted an index there for your table, and then modified your helpdesk form.. Then when recreating that table, the ARS would look up the index meta data table and create indexes for only the information that is available.. Question 5 - Painfully slow performance especially when you are performing admin tasks such as modifying large tables, writing workflow etc. Moderately slow performance for other users.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Manish SINGLA Sent: Wednesday, October 20, 2010 11:17 AM To: arsl...@arslist.org Subject: URGENT : TABLE Space settings and T Table behaviour on form modification Hello List, We have realized some delay in appearing of T table w.r.t Helpdesk while creating or altering some field and saving the form. Now could you please advise me what should be settings at DB Oracle's (10G) end. 1. While saving Helpdesk table T369 for helpdesk, it creates A369 table and T369 table dis-appears, is this normal. 2. When Helpdesk T table disappears helpdesk starts giving error Table and view doesn't exist, what should be done to save this pattern. 3. What should be TEMP TABLE Space size when Helpdesk T table size is 10 GB or has no relation to Helpdesk T table size. 4. On Helpdesk Form modification, what are the possible cases when indexes drops. 5. What else can be impacts more on Helpdesk form if appropriate TEMP space not found. Thanks to share the above asked question ASAP, is bit urgent to know. Best Regards Manish ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Moving a DSO process in a Server Group
Any additions,changes and deletions in the server group ranking form will not take into affect till you restart all the servers in the group. On Sep 29, 6:57 pm, Kali Obsum kali.ob...@macquarie.com wrote: Hi All, If we have 4 application servers in a server group, and we want to move where the DSO process runs from Server 1 to Server 2, which servers do we need to restart? 1) Server 2 only? 2) Server 1 and 2? 3) All servers? Thanks! Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS 6.3. Changing Oracle server from 9 to 10. Caveats?
We had similar setup for a long time when we were in 6.3, we did not see any issues with that setup. Solaris 5.10 Oracle 10g with 9i client. On Sep 8, 8:28 am, Ray T cool.deve...@gmail.com wrote: So, in my never ending quest to make slow but steady progress towards modernization (or I should say to get to historic modernity), I have ARS 6.3 that was running with 9.2.0.1 Oracle client against 9i Oracle server, now running with 9.2.0.4 client against Oracle 10g server. I'm all good with compatibility matrix for Oracle and for ARS. This is what I did: I added the 9.2.0.4 client on the server, copied 9i database to a 10g server, and repointed ar.conf to talk to the 10g instance using 9.2.0.4 client. It all looks good on simple tests. Anything else I need to worry about before repeating this on production? Yes, I have taken care of some local database weirdness, such as tables/views not owned by ARAdmin, and some ARAdmin objects having permissions for extra users. ARS 6.3 on SunOs 5.9. New Oracle client is 9.2.0.4, 32-bit. Oracle server is remote, 10.2.0.4.0 - 64bit TIA. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Error while consuming Web Service
Did you try increasing the filter plugin timeout limits? We used to get similar error and after increasing the timeouts a little bit we did not see them any more. On Aug 26, 7:35 am, SriSamSri Appecherla appecherla@gmail.com wrote: Hi Listers, I have an issue while consuming the Web Service from ARS. I get the error *ARERR [8760] Cannot establish a network connection to the AR System Plug-In server* ** The arplugin.exe starts properly when I start the ARS. I checked the arplugin, arjavaplugin, filter logs but were not of much help. Can anybody help me with this please? Environment details: ARS 7.5 P3, Windows, ARPlugin 7.5 P3 Regards, SriSamSri Appecherla Mobile# +91 991 610 6008 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Upgrade planned - to ARS 7.5 Windows 7
We went to 7.5p3 from 6.3p24 early this year. Anything equal or above 6.3 is supported for a direct upgrade to 7.5. However we did run into some sql errors during some meta data update for which bmc provided us some sql statements to manually run before upgrade. Also I had to delete flashboard forms and user/admin preference forms before upgrade. The Business and Holiday time structure also changed a little bit in 7.x. Apart from that the upgrade went smooth. On Aug 30, 3:18 pm, Shawn Stonequist shawn.stonequ...@emns.com wrote: Greetings List! I am hoping someone will have information, as it seems rather scarce. We are upgrading our Remedy system from 6.03 to 7.5 (yay!) and some of our client-side OS to Windows 7 (still undecided if this is a yay or nay). Haven't found much on the compatability between these two (List, ARS Wiki, BMC support site), only that there are some issues with the ARS Client on W7. The ARS Server itself will still run on the same *nix OS its been running on. I think we are upgrading the DB to Oracle 10 or 11 something or other (don't know these details) Anyone happen to know more (I'm guessing at this point its not a supported combination)? Incidently, anything we should watch out for in our ARS upgrade (we pretty much use the client independently, just a few Crystal Reports 11- as in I run them for everyone else and disperse a finished product). ARS 6.3 = 7.5 Oracle 9i = 10 or 11 Huge thanks in advance for any advice! Shawn Stonequist EMNS, Inc. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: 7.5 Midtier Tomcat Preference
We are using 5.5.27 and 28 in different environments. On Sep 2, 10:06 am, Robert Halstead badbee...@gmail.com wrote: Hello all, We seem to be having some NullPointerExceptions with our 5.5.28 tomcat installation that was installed with the AR System 7.5 Patch 004 Installer. We are currently working with BMC to get the problem resolved, however I wanted to get a consensus on what version of tomcat people are running with AR System 7.5. I noticed that Tomcat 5.5.30 is the latest in the 5.5 series and that Apache now has version 6 and 7 on Tomcat available for download. The question is, should we still run Tomcat 5.5.28 for the support aspect of things or should we upgrade to 6 or possibly 7? What version of Tomcat is everyone else running? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARdataimport failure in 7.5
Did you check your PATH or LD_LIBRARY variables to see the full path to arimport folder is included or not? On Jul 13, 10:42 am, Jaffaree, Shamhoon shamhoon.jaffa...@dowjones.com wrote: Hi, I am trying to run the data import command using shell script , when I run the script from home/remedy/.../api/lib path it is executing and importing the data but when I run it from any other directory it is giving me the following error Exception in thread main java.lang.NoClassDefFoundError: com/bmc/arsys/apiext/data/DataImport I have ARS 7.5 running on Linux Thanks Shamhoon Zenath Jaffaree ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
