Re: Installing Crystal Reports Server on MidTier
I used .NET 2.0 to do my Crystal servers; I don't remember if the Crystal installer will go out and install .NET if it is not present; it might have. The other thing you have to decide is what to do for the SQL database. Since Crystal has had an annoying habit of installing relatively unsecure versions of the unmanaged desktop MS SQL Server over the years, I usually install a SQL Server Standard 2005 server first to be the host for the BOE11 database, so that I have full control over version and configuration, which SQL Server user account it will use (I create my own, make it a dbcreator, and disable the "sa" account), and limit it to local TCP/IP connections. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS > Sent: Monday, May 18, 2009 11:15 AM > To: arslist@ARSLIST.ORG > Subject: Re: Installing Crystal Reports Server on MidTier > > Is there anything else I need installed on the server before I can use > the .NET installation method (e.g., do I need to install a version of > NET) and if so what is the best version? > > My list below is pretty much all that is installed on the server. > > > > From: Action Request System discussion list(ARSList) on behalf of > strauss > Sent: Mon 5/18/2009 8:08 AM > To: arslist@ARSLIST.ORG > Subject: Re: Installing Crystal Reports Server on MidTier > > > ** > > The easiest way to keep Crystal Reports Server out of the Tomcat/Java > world (where it can and will conflict with mid-tier) is to use the .NET > implementation of Crystal on the IIS server. You select .NET rather > than Java during the Crystal installation. Then keep mid-tier > exclusively on Tomcat with its own web server. Cuts way down on > problems with Java, and makes upgrading/patching easier. > > > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS > Sent: Monday, May 18, 2009 10:02 AM > To: arslist@ARSLIST.ORG > Subject: Installing Crystal Reports Server on MidTier > > > > ** > > Hi all - I am trying to install Crystal Reports Server XI R2 on our new > MidTier 7.x box but I am running into a major issue and wanted to know > if anyone had an idea. > > > > The MidTier server has Window 2003, IIS 6, Tomcat 5.5.26, MidTier 7.1 p > 6, RKM 7.2 p 2 & ITSM's help files. > > > > The issue that I am having is when I try to install Crystal it wants to > install another version of Tomcat on the server. It puts this version > of Tomcat in the Crystal installation folder. Since I already have > Tomcat on the server I don't want 2 versions. But I can't see how to > tell it to not install Tomcat but put the web files I need, to apply > the license, in the current Tomcat folder. > > > > Can anyone help with this? > > > > Thanks > > > > > > > Christie Pargeter > Legacy Health System > > IS - Programming > > SR Technical Analyst > > cparge...@lhs.org > > System Office > > tel: 503-415-5149 > > > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers > Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Installing Crystal Reports Server on MidTier
The easiest way to keep Crystal Reports Server out of the Tomcat/Java world (where it can and will conflict with mid-tier) is to use the .NET implementation of Crystal on the IIS server. You select .NET rather than Java during the Crystal installation. Then keep mid-tier exclusively on Tomcat with its own web server. Cuts way down on problems with Java, and makes upgrading/patching easier. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, May 18, 2009 10:02 AM To: arslist@ARSLIST.ORG Subject: Installing Crystal Reports Server on MidTier ** Hi all - I am trying to install Crystal Reports Server XI R2 on our new MidTier 7.x box but I am running into a major issue and wanted to know if anyone had an idea. The MidTier server has Window 2003, IIS 6, Tomcat 5.5.26, MidTier 7.1 p 6, RKM 7.2 p 2 & ITSM's help files. The issue that I am having is when I try to install Crystal it wants to install another version of Tomcat on the server. It puts this version of Tomcat in the Crystal installation folder. Since I already have Tomcat on the server I don't want 2 versions. But I can't see how to tell it to not install Tomcat but put the web files I need, to apply the license, in the current Tomcat folder. Can anyone help with this? Thanks Christie Pargeter Legacy Health System IS - Programming SR Technical Analyst cparge...@lhs.org <mailto:cparge...@lhs.org> System Office tel: 503-415-5149 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: ITSM7 escalation thread whitepaper?
I have not tried this yet, especially since it is just as well documented as the basic structure of server ports and queues for ITSM 7 (not well at all, and my detailed question about it posted here and on BMCDN on 23 Feb 09 went basically unanswered in both forums), but wouldn't a logical approach be to define a second (or more) escalation thread, and then assign all custom escalations to Pool Number = 2. That way you don't lose customization of thread pool to the OOTB escalations every time you apply an ITSM 7 patch. Basically, let the OOTB code default to thread 1, but put all custom escalations on a different thread. Just a thought as I labor to clean up after the changes imposed by applying ITSM 7 patch 008/009, which appear to have modified the design of entire functions that we had customized (for example, CTM:PeopleSearch). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Thursday, May 07, 2009 12:34 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM7 escalation thread whitepaper? I remember seeing something last year, Tony. The basics were to break up the threads either by application or by function. Rick Sent from my Verizon Wireless BlackBerry From: Tony Worthington Date: Thu, 7 May 2009 12:29:41 -0500 To: Subject: ITSM7 escalation thread whitepaper? A while back there was a discussion around moving various ITSM7 escalations to their own threads after the release of 7.1. Does anyone know if there was anything ever produced on this topic or if the escalations in ITSM7.5 were optimized by specifying a thread/pool? Thanks, Tony [cid:_2_095274E00952709000601B04862575AF] Tony Worthington Sr. Technical Analyst Kohl's Department Stores N56 W17000 Ridgewood Drive Menomonee Falls, WI 53051 262.703.7763 (phone) tony.worthing...@kohls.com<mailto:tony.worthing...@kohls.com> www.kohls.com<http://www.kohls.com/> CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: BMC technology day
I thought that was on 28 July (in Dallas). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Wednesday, May 06, 2009 12:08 PM To: arslist@ARSLIST.ORG Subject: BMC technology day ** Good morning ars-listers, did anyone receive an email about next week's BMC technology day in Dallas, TX? I can't find it anywhere on the bmc.com website. Nor can I find any information about Remedy user groups. Drew Shuller Tulsa, OK _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Capture Client Version
For sport, you could always restrict the server to client connections of version 7 or above (Minimum API = 12); that will root out your 6.3 users very quickly! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nall, Roger Sent: Friday, April 24, 2009 3:40 PM To: arslist@ARSLIST.ORG Subject: Capture Client Version Importance: High ** All, Can someone tell me what variable is sent through the login that tells us what client version a user is operating from? We have a situation where we are capturing $VERSION$ for each user. This is showing some users as using 6.3 when they say they have installed 7.1. These are remote users and there is no other way to verify client versions. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk:972-464-3712 NEW Cell: 973-652-6723 FAX: sf49fanv AIM IM RogerNall Yahoo IM _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Workflow on the Web (UNCLASSIFIED)
In ITSM 7.x, General Access is required by every account that will access the system in almost any way. Since that permission only shows up in the User record, not the People form, it can be confusing. The only way around this is if the customers are accessing something like Kinetic Request - then they only need group membership in the appropriate companies. Any account that will hit the mid-tier going to SRM or the Requester Console will need General Access and more. Another one to watch for is that our support staff accounts will occasionally lose their General Access privilege due to some error in user caching, and their People record looks just fine, and usually the User record will too, but the user cache is missing the permission. Don McClure usually has to rebuild their permissions to get them back in - he knows the details; suffice it to say that we have not been able to isolate the fault. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Luttmann, Michael W CTR USA > Sent: Wednesday, April 22, 2009 10:45 AM > To: arslist@ARSLIST.ORG > Subject: Re: Workflow on the Web (UNCLASSIFIED) > > Classification: UNCLASSIFIED > Caveats: NONE > > > Candace - you are on the right track. Thanks also to everyone who > contacted me in the background. > > This was an ITSM-specific issue, not a Mid-Tier problem. The web URL > I'm using for this application bypasses the login screen using the > anonymous web user account and password (embedded in the URL string). > But WebUser has to have its own People record, and also be made a > member > of the correct "Company" in order to have permission to read that > Company's CTM:People records. > > I originally thought that a User form record for WebUser with > Restricted > Read would be sufficient. I also gave the account "General Access", > although I don't know if that's required for the application to work. > Better safe than sorry. > > > Michael W. Luttmann > Lead Remedy Developer > Fort Carson DOIM > 719.524.0514 > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Decou, Candace M > Sent: Tuesday, April 21, 2009 08:54 AM > To: arslist@ARSLIST.ORG > Subject: Re: Workflow on the Web (UNCLASSIFIED) > > Michael - does the user you are logging in with have a specific > application that can read the CTM:People form? E.g., Change Submitter > Read or Incident Submitter Read or something like that? We also have a > custom application that we use and the query against the CTM:People > form > will not work unless we specifically assign one of the OOB application > licenses with at least a Read license to use against it. Of couse, I'm > not sure why the behavior would differ in the WUT, but if you haven't > tried this it's worth a test run. > :) > Candace > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Luttmann, Michael W CTR USA > Sent: Monday, April 20, 2009 8:54 AM > To: arslist@ARSLIST.ORG > Subject: Re: Workflow on the Web (UNCLASSIFIED) > > Classification: UNCLASSIFIED > Caveats: NONE > > ALL: Thanks for the suggestions. > > - Yes, I manually flushed the cache before each test. > - As for the "view", I'm using the default Mid-Tier rendered views, > which should work exactly the same as on the client. I'm not > generating > any web-specific views. > - When I run the MT workflow logs, the relevant section looks like > this: > > ActiveLink: SIR:Btn-Find User > True actions: > action 0 > FieldList.Query([object Object], @, CTM:People, 4, 2) > Set-fields 536870917 = > Set-fields 536870959 = > Set-fields 536870960 = > Set-fields 536870961 = > Set-fields 536870962 = > Set-fields 536870963 = > Set-fields 536870964 = > action 1 > > This was from a test where I entered my own name for the search. This > shows a "no records match" result, which sets the target fields to > NULL. > If I modify the A/L search to return an error if there are no matches, > I > get the error. (Of course, the same code on the client works, and > returns all my user info.) > > I have also checked permissions on CTM:People (the web connection is > done with the anonymous account), and all are set to Public. I'm > thinking it has something to do with the fact that I'm using the > WebUser > account
Re: CCM Calendar view
We got a resolution on this in early 2008 (Jan-Mar) on ISS03219426 And they _should_ have created a KB article on it. They had to give us a different version of the dlls. Basically, they had me replace the *70* dlls from the 7.1.00.002 mid-tier install with 7.0.01.006 dlls, and the CCM Calendar worked properly. BTW, this problem was reintroduced in mid-tier 7.1.00.006: Issue Summary: 7.0.1.10 libraries included with 7.1p6 crashing Tomcat w/Calendar plug-in Issue Details: spawned from ISS03390565 the CCM Calendar worked properly after I replaced the 7.0.01.10 version files included with mid-tier 7.1.00.006 with the files from 7.0.01.006. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven Iocco Sent: Wednesday, April 15, 2009 12:09 PM To: arslist@ARSLIST.ORG Subject: CCM Calendar view ** Hi Folks. I am finding some weird behavior with ITSM 7 and the CCM calender. When we open the calender the calender opens as expected however trying to drilldown on the calender and open items produces an error An Error has occured in the script on this page the system cannot locate the resource specified. http://remedyMid01/arsys/plugins/DashboardPlugin/params and my apache service stops running and needs to be restarted. Any ideas? Thanks Midtier Version 7.1.00 Patch 002 200801270500 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: import Templates?
We have been using the Data Management tool version 9005 (9003 was barely usable) on a patch 007 system successfully since last September. We installed it over the 9003 forms and workflow. We primarily use it to restructure companies, groups, and support staff and their related records as organizational changes take place, so we have not tried importing templates. Since it was released June/July 2008 at the same time as ITSM Patch 008, it would have been developed against Patch 007. I haven’t seen anything to indicate a prerequisite of later ITSM patches. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pat Zandi Sent: Friday, April 10, 2009 8:30 AM To: arslist@ARSLIST.ORG Subject: Re: import Templates? ** I have been told if you use the data management tool. You have to be on patch 008/009 of item. Which can be a challenge. Sent from my iPhone On Apr 9, 2009, at 5:20 PM, Julie L Kanakanui JLKANAKA mailto:julie_kanaka...@uncg.edu>> wrote: ** Well, its good to know that it CAN be done, somehow... ! We didn't attempt to use Data Management tool for this (which we have used for Foundation data), just the regular Remedy Import tool. The problem we are seeing is that the template records that were created via import do not show up in the Incident Template Selection form in App Admin, only the templates that were created via App Admin show there. Of course we could have missed mapping a field here or there, but nothing so far is obviously "off". Thanks, Julie Rick Cook mailto:remedyr...@gmail.com>> Sent by: "Action Request System discussion list(ARSList)" mailto:arslist@ARSLIST.ORG>> 04/09/2009 05:11 PM Please respond to arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> To arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> cc Subject Re: import Templates? ** Julie, I know that this can be done, because I've done it. Unfortunately, it's been a over a year ago, so I can't remember the specifics of HOW I did it, and I don't have the code. You might check to see if the Data Loader utility does that, and Effective Technologies has a Datalink application that might, too. What kind of problems are you seeing? Rick On Thu, Apr 9, 2009 at 1:59 PM, Julie L Kanakanui JLKANAKA mailto:julie_kanaka...@uncg.edu>> wrote: ** Hello, For the Remedy 7.1 environment we are in process of building, we have a spreadsheet of template data (100+ records) that includes the data to populate Incident Templates. In attempt to avoid manual entry of this info via App Admin Console, we thought we'd try doing an import of this information into HPD:Template.So far, mixed results.. just wondering if anyone else has done this? And/or if anyone knows if this is just something that should NOT be attempted... (needs to be done manually in App Admin). Thanks for any advice! Julie Kanakanui _Platinum Sponsor: rmisoluti...@verizon.net<mailto:rmisoluti...@verizon.net> ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net<mailto:rmisoluti...@verizon.net> ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net<mailto:rmisoluti...@verizon.net> ARSlist: "Where the Answers Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
Re: Product Categorizations and the Elephant Rhyme
If that is all that there is to the Service Catalog, then BMC has been blowing a lot of smoke about it in my opinion. Our CFG:ServiceCatalogAssoc contains the 53 Global CTI that our helpdesk defined before we went live and Don imported with Data Management, plus a few I added to support campus-wide outage reporting. We have another 154 non-Third Party Product CTI that we also imported or defined in four major categories: Computing Services, Desktop Software, Hardware, and Infrastructure. Don built all of this in consultation with the central helpdesk, who incorporated many of these CTI into their Incident templates. We gave every one of the colleges and departments, who each have their own Company, the ability to define their own CTIs within their company, but so far NO ONE has done so in almost a year of production. To me, a Service Catalog entry should exist at a hierarchical level above CTI, as was hinted at but not realized in ITSM 5.x, but I have never found that implemented in the ITSM apps in a practical way. The closest is the Business Service configuration item in Asset Management/CMDB, but like everything in the CMDB it is a Product categorization, not an Operational categorization. There does not appear to be any place that you can tie OpCats and ProdCats together under a defined IT Service at what I have always perceived to be the "Service Catalog" level. Whenever I have heard people talk about a "Service Catalog," I was looking for something where you can define an IT Service like "Payroll Services" and it will have some OpCats for Incidents and Changes to use, and some ProdCats that define the system CIs and component CIs that make up the IT Service. Without the top-level connection, it's the same huge pile of incomprehensible categorizations that we cussed and discussed for the last decade, and finally discarded. I think we actually got the closest to this in our old 5.x app when we added a second tier to the Summaries in the Requester Console, and the top tier included things like "Student Computing Services," "Distributed Computing Services," and "Administrative Computing Services" as well as more specific things like "Residence Networks." Even the helpdesk staff MUCH preferred to use the Summary menus (which carried over into Help Desk cases just like they did in the Requester -New Request form) to quickly categorize a ticket than to wade through the CTI menus, even after we gave them a pull-right hierarchical menu of the CTIs to navigate. Today they have learned to use the 40 some odd incident templates defined by their manager in almost the same way. Looking back, I don't see very many support staff on our ITSM 7 system making use of even the existing categorizations. I reviewed ~16,200 incidents from the last 11 months and the vast majority of those with populated categorizations (6,676) were either generated by Kinetic Request, or by the central helpdesk which uses incident templates wherever possible. The rest had no CTI whatsoever. Once ITSM 7 made it optional data, and without any emphasis from IT managers in most of our support groups to enter it for reporting, CTI usage plummeted. Something to think about if we ever want to do really detailed reporting. On the other hand, we have heard many comments over the last year that the support staff users like this version better than previous ones since they can get tickets into it quicker, so we gained in speed what we lost in detail. Your mileage _will_ vary! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Thursday, April 09, 2009 12:53 PM To: arslist@ARSLIST.ORG Subject: Re: Product Categorizations and the Elephant Rhyme ** Thank you, Chris, Rick, and Don for your feedback. Chris, Thank you for a very well-reasoned argument. I always value your input highly. As you said, there are a number of different ways to configure assignment in Remedy 7.X, and keying on CTI may not be the best method to use for every organization. Personally, I'd rather thoroughly train the first-level help desk in the business process and allow them to make intelligent decisions, but if that happened in the real world, we wouldn't need assignment rules. The assignment method was decided long before I joined the organization, and I'm not in a position to change it; however, neither is MET (Thanks, Rick!). The last time I had Remedy training was 6.0, (2005) so I'm learning 7.X on the job. We support a very large company with multi-tenancy from a central hub, so keying off organization won't work for us. In our case, generic OpCats and ProdCats work quite well. We als
Re: Product Categorizations and the Elephant Rhyme
Our system works for us since the vast majority of issues for faculty and staff are handled by their distributed computer support groups, where all of the Incidents are routed first by default. Almost all of the functions you mentioned are administered at the distributed unit level, even if they are hosted on a central service (active directory accounts and permissions, Exchange mail, disk storage), and are only escalated to the central group when the distributed group cannot handle the issue. Even backups and restores are distributed (local) - the colleges run their own file and print servers, in their own domain within the central AD system. The central helpdesk provides the equivalent first line support to all students, so that is their default routing, and a lot of the centrally supported system tickets (student email, distance learning apps, etc.) all start at the central helpdesk for triage anyway. For anything that is very specific, and is a routine request from customers supported by more than one distributed support group (like data wiring requests, which any employee can enter and all route first to DataComm, then TeleComm), there is a Kinetic Service Item that directly assigns new incidents to the appropriate central support group. BTW, the majority of desktops, especially Windows machines, are deployed for faculty/staff by their college/departmental IT staff without admin rights for the end user, with a very wide variety of software packages available to them as needed. Since this is very college or department specific (even the OS is college specific - you won't find any Macs supported in the college of business, or many Windows machines in visual arts or music), any attempt to route a ticket for application support centrally will have to be turned back. We also have a number of colleges/departments in one building, with small IT staffs, who don't use Remedy for internal ticketing at all. Their faculty know to use the Kinetic web to report a problem with the distance learning or PeopleSoft webs, which are centrally supported, but they generally email, call, or walk a few doors down to their network manager for local issue support. We don't / can't MAKE them use Remedy for internal ticketing, but as soon as any IT support organization grows to several people supporting users in multiple buildings, or even on multiple campuses, they quickly move to a model where everything gets ticketed as an incident, but it is still 98% internal to that organization. In our environment, where some groups want a few CTI for reporting but most groups don't want to have to deal with the overhead, dropping CTI-based routing made sense; we have always used location-based routing as our primary method, all the way back to Help Desk 3. The changes in the assignment processes in ITSM 7 made it easy for us to just simplify everything when we migrated, and at this point (11 months in production) we have not found any reason to regret it. Maybe if we had BMC Analytics or Dashboards we would see it differently, but we keep losing the budget battle for those. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Thursday, April 09, 2009 12:42 PM To: arslist@ARSLIST.ORG Subject: Re: Product Categorizations and the Elephant Rhyme ** I can see how this is helpful when you have staff planted in different locations that act as an extended service desk, but what about issues that require someone in the centralized I.T. group to fix? If someone has a problem with one of your enterprise-wide applications, maybe it should always be routed to a specific group. For example, if you need a restore of your shared drive from backups, most likely there is a group that handles all backup/restore requests that will address it. What about email issues, or problems with an application built in-house that requires a programmer to be involved? I can see plenty of examples where using Categorizations would be helpful for routing. I don't see how it is possible to have a template for every single scenario, especially in a situation where you are dealing with a campus full of people that probably have admin rights on their own machines and install all sorts of crazy hardware and software that is not supported by I.T. It seems like by not using categorizations you will end up with the service desk doing more of the assignment routing manually than is necessary. Shawn Pierson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Product Categorizations and the Elephant Rhyme
I think it depends entirely on the tools that you have deployed. We do not have either SRM or Asset or anything in our CMDB, so we don't really have a place to define our "Service Catalog." I haven't found an actual "place" in ITSM where you are supposed to define it, anyway, but maybe it is in SRM which we have never seen. You can define Business Services as CIs in Asset Management, but we don't have that either. If you are defining all of your "services" in the 2nd level of the CTI, then that does make them available at a uniform level for any routing rules that you want to define. Given the way the ITSM 7 apps work, that sounds like a viable approach for many organizations as long as all of the rules are at one level and mutually exclusive. We don't have ANY routing rules defined that use CTI, only Location. That is because our routing is always organizational by default, with the only exceptions being defined in our Kinetic Request system. There, the "service catalog" consists of four categories of service items (public, students, faculty/staff, and IT support staff as made visible to a user by normal ARS group permissions). Almost every service item uses an Incident template to create the ticket, and so the CTI, Assignee Group, and Owner Group are explicitly defined in the service item tasks or the template. They do not rely on automatic assignment rules at all. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov Sent: Thursday, April 09, 2009 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: Product Categorizations and the Elephant Rhyme ** While we don't have the service affected identified in the incident, problem, change, etc. (end even if we do, I'd love to have categorization within the affected service) how can one route everything properly if not using the categorization. I have seen months spent by managements to determine proper categorization, and either way they end with too few or too many. My present approach is to embed the actual service (as per service catalog) into the 2'd level of categorization, keep the first to reduce the choices, and use 3'd and further to define specifics. This way you can throw everything from level 2 below in the hands of the service managers to define what they need. Regards, Nicky Madjarov phone: 973-202-4278 Find out how to bust your AR System performance @ http://www.SpeedUpARS.com - Original Message - From: Rick Cook<mailto:remedyr...@gmail.com> Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Sent: Thursday, April 09, 2009 11:29 AM Subject: Re: Product Categorizations and the Elephant Rhyme ** You're right as usual, Chris. But she said that they were already using Categorizations for Assignment. While testing paradigms is a practice we should all undertake, changing the entire support model is an undertaking that requires buy-in from all users and owners of the Support model. It doesn't sound like Jennifer's organization has those things in place. Categorizations are not REQUIRED for ITSM 7 Assignments to function. However, they may be required for the structure of your Support Organization to function, and they may be required for current reporting purposes. Just because you set the Cats from templates doesn't mean that they aren't being used, just that the values are automatically chosen. The broken "2000 Op Cats" situation (which is not at all abnormal, BTW) is precisely why I cut through the Gordian knot with my idea for generic Op Cats. The bottom line is that the tool and the ITIL protocols are there to support the organization, not the other way around. Can the Support model change? Sure. Whether it should is for each company to decide. Rick On Thu, Apr 9, 2009 at 8:10 AM, strauss mailto:stra...@unt.edu>> wrote: ** I'm going to have to challenge your assumptions here, just as mine were when we first began testing the 7.x applications several years ago. I'm not sure that in 7.x it is a best practice to key on CTI anymore; the app basically discards it as a requirement, and the new 7.x assignment engine doesn't even support it very well, not when compared to the very specific ways that CTI were processed in 3.x through 6.x applications. Based on our testing of the 7.x apps (where assignment rules using location and/or categorization no longer have reliable outcomes unless every rule is mutually exclusive) we decided to drop category as a determining factor, and key on Organization to tie our customers to a particular distributed support organization based upon their payroll accounting
Re: Product Categorizations and the Elephant Rhyme
I'm going to have to challenge your assumptions here, just as mine were when we first began testing the 7.x applications several years ago. I'm not sure that in 7.x it is a best practice to key on CTI anymore; the app basically discards it as a requirement, and the new 7.x assignment engine doesn't even support it very well, not when compared to the very specific ways that CTI were processed in 3.x through 6.x applications. Based on our testing of the 7.x apps (where assignment rules using location and/or categorization no longer have reliable outcomes unless every rule is mutually exclusive) we decided to drop category as a determining factor, and key on Organization to tie our customers to a particular distributed support organization based upon their payroll accounting numbers. All tickets opened for a group of customers paid under one account (and assigned to a specific Organization in their location values) route to a particular distributed support organization by default, as set in an explicit assignment rule (there are ~25 desktop support organizations). When we have one Department in an Organization that needs a different routing than the others, the only way you can make that work in 7.x is to build separate, mutually exclusive assignment rules for EVERY Department in the Organization, not just the one that differs, or you will get inconsistent assignments. If you still want to incorporate CTI in the assignment processing, you will be forced to build all of the rules to be at the same level (C or T or I, not some combination of the same as pre-7.x) and make them mutually exclusive. Whatever you were using for 5.x or 6.x isn't going to work. Our users are, quite frankly, much happier processing large quantities of tickets without any categorization at all, focusing on Assignment and occasionally Ownership. They only categorize them when they need to do so for reporting purposes, and we have facilitated that as much as possible by using a lot of Incident Templates to apply categorizations. They HATED the over 2,000 categorizations that we used in the 3x, 4x, and 5x systems, and don't miss them at all in 7.x. The other way we have made this easy is to make a lot of the tickets entered through Kinetic Request use the same, pre-defined Incident templates, which can control not only the CTI but the assignment as well. Another factor in your use of categorization is going to be how your organization(s) does reporting. Here almost all reporting is by assigned and/or owner group, and was that way even when we had a VERY detailed categorization scheme. Our message to managers when we implemented 7.x was, if you want categories to report on, you will have to define the ones that are important to you (very few have), and then convince your IT staff to use them, as the 7.x app no longer enforces their use. Only the central helpdesk and a couple of the central support groups they work closely with have seen fit to define many CTIs, and they use them through Incident templates in order to help with their reporting. So in our perception, and in our analysis of the 7.x application behavior, CTI are no longer a driver for assignment, only for reporting. Don McClure did all of the testing on assignment rules, and will draft you a more detailed answer when he has a chance, but suffice it to say that the 7.x apps are no longer designed to use CTI as a primary driver for assignment, in part because they no longer do the kind of sequential matching that the earlier versions did that allowed you to make very specific automatic assignments based on different levels of the CTI data. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Thursday, April 09, 2009 9:24 AM To: arslist@ARSLIST.ORG Subject: Product Categorizations and the Elephant Rhyme ** Listers, Please help me with this one. One of my management users got hold of an external source that said categorizations don't have to be used for routing. Somehow, the user misunderstood what the external source was attempting to communicate, grabbed hold of the elephant's tail, and is now trying to tell us we don't need to use Incident assignment rules based on Operational and Product Categorizations to route tickets to the correct support group. Unfortunately, we route tickets in our system based on categorizations, but this user stubbornly clings to his part of the elephant. Of course, I have Rick Cook's excellent "A New Paradigm of Generic Incident Classification," BMC's "Best Practices" documentation, and several other things I've dug up which refer obliquely to CTI (OpCats) and assignment. The problem is I ***KNOW***
Re: AUTHENTICATE PLAIN not working with Exchange 2007
Well, on the Exchange 2007 server there is a setting under Server Configuration
– Pop3 and IMAP – IMAP4 – Authentication tab – Logon Method that on my server
defaulted to “Secure Login. A TLS connection is required for the client to
authenticate to the server.” That is probably what your server has too, and
when I monitor my aremail mailboxes from Outlook Express over IMAP, I have to
use the SSL required checkboxes and SSL port in Advanced properties for the
mailbox in Outlook Express in order for it to connect. I never ran into this
with the sending mail client because I install Outlook 2007 and use MAPI, which
uses a domain user for the mailbox, and the ARemail service actually runs under
that same domain account. Outlook by default will make an encrypted connection
to the Exchange server.
The configuration on the Exchange server can also be changed in the dialog that
I mentioned above to:
“Plain text login (Basic authentication). No TLS connection is required for the
client to authenticate to the server.” –OR-
“Plain text authentication logon (integrated Windows authentication). No TLS
connection is required for the client to authenticate to the server.”
It looks like Exchange 2007 IMAP authentication can be set to two different
plain text methods at the server-level, but your email admins will have to
approve and perform that task. I have never had to change anything on the ARS
side since I have always used MAPI with a mail client and mailbox profile
installed on the AR server.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mitchell, Sharon N. (MSFC-IS30)[SAIC]
Sent: Tuesday, April 07, 2009 12:16 PM
To: arslist@ARSLIST.ORG
Subject: AUTHENTICATE PLAIN not working with Exchange 2007
We just upgraded our dev server (and email engine) to 7.1 patch 6. We also
installed JRE 1.5.0_18. Now we are changing our incoming email configuration
(using IMAP with SSL required) to point to our Exchange 2007 server. It was
working with Exchange 2003, but now it’s not with Exchange 2007. Here’s part
of the debug file:
DEBUG: getProvider() returning
javax.mail.Provider[STORE,imap,com.sun.mail.imap.IMAPStore,Sun Microsystems,
Inc]
DEBUG: mail.imap.fetchsize: 16384
* OK The Microsoft Exchange IMAP4 service is ready.
A0 CAPABILITY
* CAPABILITY IMAP4 IMAP4rev1 AUTH=NTLM AUTH=GSSAPI AUTH=PLAIN IDLE NAMESPACE
LITERAL+
A0 OK CAPABILITY completed.
IMAP DEBUG: AUTH: NTLM
IMAP DEBUG: AUTH: GSSAPI
IMAP DEBUG: AUTH: PLAIN
DEBUG: protocolConnect login, host=imap.ndc.nasa.gov, user=ndc\remedydev,
password=
A1 AUTHENTICATE PLAIN
+
bmRjXG1zZmMtcmVtZWR5ZGV2AG5kY1xtc2ZjLXJlbWVkeWRldgAxcTJ3M2U0ciVUXlkmVSpJ
A1 NO AUTHENTICATE failed.
It looks like it’s not working because it uses AUTHENICATE PLAIN and Exchange
2007 doesn’t accept that (found that on a java sun forum). It says the work
around is to disable AUTH PLAIN by using this command:
prop.put("mail.imap.auth.plain.disable", "true");
My question is – where do you put this command? Is it on the Exchange server
or the Remedy server? Remedy support says it should be changed on the Exchange
server and our email guys say it should be changed on the Remedy server. If
Remedy server, exactly where does it go?
Any help would be greatly appreciated.
Thanks,
Sharon
Windows 2003
AR Server/Email Engine 7.1 patch 6
Oracle 10g
Exchange 2007
Re: Server Name references - export/import ARSystem DB - ITSM 7
Did you ever get an answer back from BMC on the SLMConfDSServerName field data in the SLM:ConfigDataSource form? I noticed that the act of recreating the filters on a different server does not change the value in this table, but the filters still use the local server reference for the new server. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Mary Ann > Sent: Tuesday, February 24, 2009 1:43 PM > To: arslist@ARSLIST.ORG > Subject: Server Name references - export/import ARSystem DB - ITSM 7 > > We have been struggling with the list of server name references that > need to be changed when exporting/importing an ARSystem DB from one > server to another server. > > Last week we found that one of the imbedded server references has been > causing Apache on our Mid-Tier server to crash because we had a server > reference for the CI Viewer to the original server. > > Our versions installed: > ARS 7.0.01/Patch 7 > CMDB 2.0.1/Patch 3 > ITSM IM/PM/AM/Change 7.0.02/Patch 5 > SLM 7.0.03/No Patch > RKM 7.2/Patch 1 > SQL Server 2005/SP2 > > I looked at past postings on this list and have been using that list to > update server references up to now. Based on our crashes I looked for > and found a SQL Server procedure on the internet to search for text > (old > server references) in columns in tables. > > These are the server references that we will NOW update when we move > the > > ARSystem database from one server to another server: > > FORM DATA: > - KMS:Adminstration_Integration - Server Name > - SHARE:Application_Properties - help file paths > - SYS:Attachments - survey path > - Report - Server field > - CAI:Application Registry - Server field > - BMC.CORE:CONFIG:BMC_FederatedInterface - ARServerName field [this was > the one causing the MidTier apache crash] > - AR System Searches - Server field > - CAI:EventParams - FromServer field > - CAI:Events - SourceServer, TargetServer fields > - SLM:ConfigDataSource - SLMConfDSServerName field - hidden in GUI > [have > > not changed this yet due to possibly having to rebuild all service > targets > connected to this data source, waiting for a response from BMC Support] > - SRM:AppInstanceBridge - AppInstanceServer field > > WORKFLOW: > - Active Link: CHG:CCMCalendar:PrintActionWUT - Action 1 path > > I asked BMC Support to confirm this list and they said "we currently do > not have a doc that contains this information, as migrating the > database > > is not a supported process. R&D is developing a document that will > define > how this should be done and once this document is published, we will > begin > supporting a DB migration like the one you describe. Unfortunately, > there > is currently no ETA on this document." The good news is that they are > working on this document and hopefully we will see one soon, so I will > feel more comfortable that we have caught everything. > > I hope this list helps others who have been struggling with this. > > Thanks. > > Mary Ann > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: ITSM 7.5 and adobe flash
I'm not experiencing ANYTHING yet with 7.5, other than "known issue shock" when reading the docs - especially the ITSM 7.5.01 docs. It looks like I have to get my ITSM 7.0 apps from 007 to 009 before I can try an upgrade, so I won't be installing ARS or ITSM 7.5 any time real soon. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gidd Sent: Friday, March 27, 2009 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.5 and adobe flash ** Chris, Flex issues ? Our Xtreme Integration is built on Adobe Flex and we do not experience issues with browsers as you mention ? You can login to our Flex-driven solution from our home page using Safari or Firefox by clicking on the Support button/image: login as Mary McDonald mmcdonald/mmcdonald I would be very interested in your feedback, especially if you are experiencing issues in any browser? According to Adobe, and our testing, we have had success (no issues) with all of the browsers you mention as well as Ubunto running Firefox on Linux. Thanks...Gidd From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Friday, March 27, 2009 8:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.5 and adobe flash ** I just happened to be scanning the 7.5 Release Notes and saw where "Users must install Adobe Flash Player version 9 or later to see any flashboards that use Adobe Flex technology on a form" (SW00302532). The use of Adobe Flex technology (whatever that is) appears to have introduced several pages of new compatibility problems into the use of Flashboards, especially for Mac users of Firefox and Safari. It doesn't look like 7.5.00 Patch 001 addressed too many of these issues, either. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raido Oja Sent: Friday, March 27, 2009 9:53 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.5 and adobe flash ** Hi, I assume that you need to have adobe flash installed on the client to use ITSM 7.5? Can anyone confirm which version, I can't find anything in the compatibility matrix. Thanks, Raido __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: ITSM 7.5 and adobe flash
I just happened to be scanning the 7.5 Release Notes and saw where "Users must install Adobe Flash Player version 9 or later to see any flashboards that use Adobe Flex technology on a form" (SW00302532). The use of Adobe Flex technology (whatever that is) appears to have introduced several pages of new compatibility problems into the use of Flashboards, especially for Mac users of Firefox and Safari. It doesn't look like 7.5.00 Patch 001 addressed too many of these issues, either. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raido Oja Sent: Friday, March 27, 2009 9:53 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.5 and adobe flash ** Hi, I assume that you need to have adobe flash installed on the client to use ITSM 7.5? Can anyone confirm which version, I can't find anything in the compatibility matrix. Thanks, Raido __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Email Restriction - ARS 7.1 Patch 005
FYI, we have been running with the settings Tauf listed below for quite some time (2, 5a, and 5b). Our memory is -Xms512m and -Xmx 1024m, but we are on a 64-bit Win2K3 server with 12 gb RAM so the only limitation is the 32-bit Java. Our ChunkSize=100, but our OutgoingConnectionRecycleSize=500 Polling Interval in the configuration form is 5 minutes. These settings have been scrutinized by support MANY times since we have been working on an issue with the 7.1.00.002 and 004 email engine dying silently since June 2008. Sometimes it dies on a failure to parse incoming mail, but frequently it is just a silent death where the service is hung. The latest armapi71.dll we are using appears to have solved the parsing problem, but the jury is still out on long-term stability (the latest is the dll in patch 7.1.00.006). I have not been seeing a backlog of messages (except when it hangs), but we normally have only 1000 to 2000 outgoing messages on a work day. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Tuesday, March 24, 2009 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Email Restriction - ARS 7.1 Patch 005 ** Todd, I think your issue might be the java heap size. The following will show you how to increase the # of threads used to 4. You can try the following (assuming windows here): 1. Open up the registry and go to: HKEY_LOCAL_MACHINE>SYSTEM>CurrentControlSet>Services>BMC Remedy Email Engine>Parameters 2. Edit the JVM Option Count. Should be set to 2. Change it to 4. 3. Create a new String. Value name should be JVM Option Number 2 Value data should be -Xms128m 4. Create another new String. Value name should be JVM Option Number 3 Value data should be -Xmx512m 5. Now in the emaildaemon.properties file, use these params: a. com.bmc.arsys.emaildaemon.NumberOfSenderThreads=4 b. com.bmc.arsys.emaildaemon.FetchUserGroupInfoOnDemand=true Hope this helps your performance woes. It helped me a great deal. Tauf Chowdhury Analyst, Service Management Office: 631.858.7765 Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pasterski, t...@dts Sent: Tuesday, March 24, 2009 5:23 PM To: arslist@ARSLIST.ORG Subject: Email Restriction - ARS 7.1 Patch 005 ** In the emaildaemon.properties (7.1 P5) there is a parm: which restricts the number of messages sent with each poll to 100. I suppose that normally that is adequate if you poll every minute but during heavy message traffic even then it can cause significant delays. You cannot increase the parm or the email engine will fail to start. Support suggested adding parms: com.bmc.arsys.emaildaemon.NumberOfSenderThreads=1 com.bmc.arsys.emaildaemon.OutgoingConnectionRecycleSize=200 But for what I don't know, didn't change a thing. I tried to remove the ChunkSize parm and raise the RecycleSize and no change also. 100 is just inadequate, we have 9000 in the queue now! Anyone else experience this / have a solution? Todd __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ 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. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Notifications to non incident user
Our campus-wide outage notifications are sent to a listserv (custom filter, although control over the outage flag is incorporated in AL-triggered dialog boxes for critical incidents), and all subscribers to that listserv get the notification. The listserv is not public, but it is also not limited to ITSM support staff. See docs at http://arsweb4.ars.unt.edu/helpdesk/creating_system_outages.htm ... there are screen shots of the notification dialogs about ¾ of the way through it. This is a customization implemented years ago on our Help Desk 5.5 application that was ported to ITSM 7 before we migrated. The only trick is that the AREmail account has to be subscribed to the listserv as an authorized sender. If you are only dealing with one recipient, or even a few, then the filter can notify only them instead of an entire listserv; the more intrusive customization is to add the confirmation dialog in the user interface. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Steven Iocco Sent: Wednesday, March 11, 2009 8:03 AM To: arslist@ARSLIST.ORG Subject: Notifications to non incident user ** Hello folks. Can anyone think of a way in ITSM 7 to configure a notification to a user in the tool when an incident is created as Critical or High? I know I can do this via a filter but is there a way to configure this using a "User" event notification? I should mention that this person who wants to receive the email is not the requestor, assignee/group or owner/group. they are not related to the incident in any way. Thanks Steve __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Version 7 Permissions Model
Michael, I'm rather tied up getting a live demo built for Asset Management and Analytics for next Tuesday (we are trying to get a conversion to the ITSM Suite pushed through) so I can't read your situation in detail, but you might get some ideas from our multi-tenancy documentation. http://arsweb4.ars.unt.edu/index_prod.htm - there are five links under the heading "UNT-Specific Documentation for Multi-Tenancy in the UNT BMC Remedy ITSM 7.x system" In a nutshell, all 185,000 of our defined customers are in a "UNT Customer" customer company that ALL of the support staff have access to, so _any_ support staff in any of the 25 companies or 80 support groups (most colleges and departments have independent IT shops, so they have separate companies in ITSM) can create tickets for _any_ of those customers. Moving tickets between support groups in different companies is facilitated by giving every support staff member access to another operational company (UNT Ticket Transfer) which contains public-facing support groups for each support company. Moving tickets between companies where the requester is an internal support staff member is where it gets sticky, and where we had to customize the use of field 112. It looks like I am going to have to do the same thing in Asset if we get it, to make requisitions and contracts visible across company boundaries within the central computing center, so we have already created yet another global company (operational this time) to assign all of our CIs in the CMDB to, as well as all contracts, requisitions, etc. This is necessary since the central computing support staff are homed in separate operational companies by directorate, not one overall company. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Michael S. Davis Sent: Friday, February 27, 2009 2:52 PM To: arslist@ARSLIST.ORG Subject: Version 7 Permissions Model ** I tried posting this twice to the bulletin board but it didn't show up. Anyway, here goes..ok, and now it doesn't like my email address. Trying for a FOURTH time. We are upgrading to version 7 right now and are having some permissions troubles. What we need is for several different schools to run Remedy helpdesks, but those schools must be segregated from each other. In other words, our School of Nursing has a helpdesk and they cannot see tickets from the Research Services helpdesk. This is easy enough in that we can create separate companies. The original plan was to create five different companies. We have run into two problems, though. Each of these companies would need to have their own people table. Since the people from across all companies are held in one table this makes searching take longer than necessary; each company will have 70,000 people so when it searches it actually searches through 350,000 records. The second problem is that one of the groups in IT will need to have access permissions to two other companies. This means that when they look up a name they will get three returns - one for each company they have access to. Our consultants recommended that we do not modify the existing permissions model as it is a nightmare to do so and will be a nightmare come upgrade time. I did some investigating and experimenting and agree with them. It is very complicated. So I came up with another solution. Instead of breaking the permissions model I created a filter that will set field 112 to the Support Company ID, overwriting anything that is in there such as the requester ID and contact ID. This filter will run last upon create and modify. I created one customer company and three operating companies. From the customer company I created three users and some non-user people. Each of the users has access restrictions to the customer company and one of the operating companies. Without this filter on the tickets that they log can be viewed by anyone. This is, of course, due to the fact that the requester company ID is in field 112. After turning on the filter and modifying each ticket the users could see only the tickets where the support company was in their access restrictions - thus ignoring the customer company. As a follow-up, I created another user with access to two of the operating companies. This user could see tickets logged for those two companies but not the third. This appears to have worked, so I simply added the change form to the filter. Again - same results. In effect, what I have done here is that I have one company that holds all of the people, including all of the users, and have created three operating companies with no users but with support groups. I have not modified any existing workflow in any way, other than to make it irrelevant by overwrit
Re: Helpdesk 7.1
Get yourself a copy of the document "BMC Remedy IT Service Management 7.0 Architecture" from the BMC Support site. It contains ERDs for each of the applications and subsystems. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lakhes Sent: Friday, February 27, 2009 9:48 AM To: arslist@ARSLIST.ORG Subject: Helpdesk 7.1 ** Hi, Is anyone working on ARS 7.1 out of box remedy Helpdesk module? Can someone give some overview of the database structure how are company,site,contact,assets are related? What are the key form names like there is no SHR:People now it is CTM:People What are CTM,CFG,CMDB, CTR, CAI? I worked on customer support module and this is totally different. Thanks. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Business Objects
Crystal Reports Server XI, as bundled with the old Crystal Reports Professional XI, with mid-tier configured to communicate with it as a BOXI server since the user model in XI changed from 5 concurrent to 5 named and mid-tier doesn't work that way. It is a huge can of worms, and now that SAP BO no longer even offers the same product line (as near as I can tell - I have been trying to talk to their sales folks for a week), we are stuck with what we already have. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Thursday, February 26, 2009 2:03 PM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** Chris, So do you have BOXI working with Mid Tier? For the life of me I can not get it to work. BMC looked at my mid Tier setup and said everything was OK on that end. Can anyone offer any help? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Thursday, February 26, 2009 2:37 PM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** After a fair amount of unsuccessful testing, I was told this week by BMC Support that it is impossible to use the BOXI server under Analytics (we are evaluating Analytics 2.5 on BOXI R3) on the same server as mid-tier: "Regarding the Analytics/Mid-Tier question, Analytics and Mid-Tier can't live together on the same webserver due Analytics restrictions. ...and therefore I would not be able to use the instance of BOXI that is installed with Analytics to accomplish Crystal web reporting for the mid-tier. I still need the separate support server setup that I have now, where Crystal Reports Server XI is on a server using .NET and IIS, and mid-tier is on the same server using the bundled Tomcat server, and this server is specified for serving reports by any or all of the normal mid-tiers that serve ITSM users. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Thursday, February 26, 2009 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** I see. In our environment we have a separate business objects instance maintained by our reporting team that is used for multiple applications. For the ITSM apps, we bought BMC Analytics, and for our custom apps we just pull the data directly from the database in the custom universes we created. Instead of doing reporting directly from the Mid Tier, we just have links to the appropriate portions of WEBI (the web-based Business Objects environment) to pull up those reports. To the end user, it doesn't make a difference if you have BOXI installed right on the Remedy Mid Tier server or if it's on another server, if you run the full BOXI version since it's just a matter of pointing hyperlinks to the right place. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Thursday, February 26, 2009 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** This has nothing to do with ITSM? It is pure ars. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Thursday, February 26, 2009 11:38 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** If your company has another business objects environment, it is possible to install the ITSM universe in that environment and avoid these problems altogether. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Thursday, February 26, 2009 10:14 AM To: arslist@ARSLIST.ORG Subject: Business Objects ** I have been trying in vain for many, many months to get BO to work with our MidTier. Business Objects says it is a BMC problem and vice versa. On top of that I don't really trust our Crystal admin. Up to now I could get the reports to display but always got an error when I tried to print them. I am able to export the report to a pdf but can not print it. Now I have another problem. I just updated the report in the remedy Report form and get this error: An unexpected error has occurred com.crystaldecisions.sdk.exception.SDKException$Unexpected: An unexpected error has occurred cause:java.io.IOException: CreateProcess: "C:\Program Files\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe" -report "C:\Program Files\AR System\ARWebReportViewer\reports\m11c23c11b16\6shgOZtHHZgKVndQxd8aK8q3Ak\POReport.rpt" -ne
Re: Business Objects
You got all of the information on this that BMC was willing to share with me! Not real smart – they could sell a lot more Analytics servers if it _also_ solved our Crystal Reports web reporting problems for the mid-tier. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Thursday, February 26, 2009 1:45 PM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** Chris, Just for the purpose of information.. what kind of restrictions? Joe From: strauss To: arslist@ARSLIST.ORG Sent: Thursday, February 26, 2009 2:37:07 PM Subject: Re: Business Objects ** After a fair amount of unsuccessful testing, I was told this week by BMC Support that it is impossible to use the BOXI server under Analytics (we are evaluating Analytics 2.5 on BOXI R3) on the same server as mid-tier: “Regarding the Analytics/Mid-Tier question, Analytics and Mid-Tier can't live together on the same webserver due Analytics restrictions. …and therefore I would not be able to use the instance of BOXI that is installed with Analytics to accomplish Crystal web reporting for the mid-tier. I still need the separate support server setup that I have now, where Crystal Reports Server XI is on a server using .NET and IIS, and mid-tier is on the same server using the bundled Tomcat server, and this server is specified for serving reports by any or all of the normal mid-tiers that serve ITSM users. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Thursday, February 26, 2009 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** I see. In our environment we have a separate business objects instance maintained by our reporting team that is used for multiple applications. For the ITSM apps, we bought BMC Analytics, and for our custom apps we just pull the data directly from the database in the custom universes we created. Instead of doing reporting directly from the Mid Tier, we just have links to the appropriate portions of WEBI (the web-based Business Objects environment) to pull up those reports. To the end user, it doesn’t make a difference if you have BOXI installed right on the Remedy Mid Tier server or if it’s on another server, if you run the full BOXI version since it’s just a matter of pointing hyperlinks to the right place. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Thursday, February 26, 2009 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** This has nothing to do with ITSM? It is pure ars. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Thursday, February 26, 2009 11:38 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** If your company has another business objects environment, it is possible to install the ITSM universe in that environment and avoid these problems altogether. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Thursday, February 26, 2009 10:14 AM To: arslist@ARSLIST.ORG Subject: Business Objects ** I have been trying in vain for many, many months to get BO to work with our MidTier. Business Objects says it is a BMC problem and vice versa. On top of that I don't really trust our Crystal admin. Up to now I could get the reports to display but always got an error when I tried to print them. I am able to export the report to a pdf but can not print it. Now I have another problem. I just updated the report in the remedy Report form and get this error: An unexpected error has occurred com.crystaldecisions.sdk.exception.SDKException$Unexpected: An unexpected error has occurred cause:java.io<http://java.io.io/>.IOException: CreateProcess: "C:\Program Files\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe" -report "C:\Program Files\AR System\ARWebReportViewer\reports\m11c23c11b16\6shgOZtHHZgKVndQxd8aK8q3Ak\POReport.rpt" -newrpt -discard -version 1100 -thumbnail -outfile -token z...@ag@_E\TAgWDIea[I
Re: Business Objects
After a fair amount of unsuccessful testing, I was told this week by BMC Support that it is impossible to use the BOXI server under Analytics (we are evaluating Analytics 2.5 on BOXI R3) on the same server as mid-tier: "Regarding the Analytics/Mid-Tier question, Analytics and Mid-Tier can't live together on the same webserver due Analytics restrictions. ...and therefore I would not be able to use the instance of BOXI that is installed with Analytics to accomplish Crystal web reporting for the mid-tier. I still need the separate support server setup that I have now, where Crystal Reports Server XI is on a server using .NET and IIS, and mid-tier is on the same server using the bundled Tomcat server, and this server is specified for serving reports by any or all of the normal mid-tiers that serve ITSM users. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Thursday, February 26, 2009 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** I see. In our environment we have a separate business objects instance maintained by our reporting team that is used for multiple applications. For the ITSM apps, we bought BMC Analytics, and for our custom apps we just pull the data directly from the database in the custom universes we created. Instead of doing reporting directly from the Mid Tier, we just have links to the appropriate portions of WEBI (the web-based Business Objects environment) to pull up those reports. To the end user, it doesn't make a difference if you have BOXI installed right on the Remedy Mid Tier server or if it's on another server, if you run the full BOXI version since it's just a matter of pointing hyperlinks to the right place. Shawn Pierson From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Thursday, February 26, 2009 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** This has nothing to do with ITSM? It is pure ars. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Thursday, February 26, 2009 11:38 AM To: arslist@ARSLIST.ORG Subject: Re: Business Objects ** If your company has another business objects environment, it is possible to install the ITSM universe in that environment and avoid these problems altogether. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Thursday, February 26, 2009 10:14 AM To: arslist@ARSLIST.ORG Subject: Business Objects ** I have been trying in vain for many, many months to get BO to work with our MidTier. Business Objects says it is a BMC problem and vice versa. On top of that I don't really trust our Crystal admin. Up to now I could get the reports to display but always got an error when I tried to print them. I am able to export the report to a pdf but can not print it. Now I have another problem. I just updated the report in the remedy Report form and get this error: An unexpected error has occurred com.crystaldecisions.sdk.exception.SDKException$Unexpected: An unexpected error has occurred cause:java.io.IOException: CreateProcess: "C:\Program Files\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\desktop\CrystalEnterprise.Report\ReportAdd.exe" -report "C:\Program Files\AR System\ARWebReportViewer\reports\m11c23c11b16\6shgOZtHHZgKVndQxd8aK8q3Ak\POReport.rpt" -newrpt -discard -version 1100 -thumbnail -outfile -token z...@ag@_E\TAgWDIea[Ihttp://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Server Queues to support ITSM, CMDB, and various patches
After watching a data management support group rename job (patch 9005) crash threads on our 7.1.00.002 server several nights in a row during the search phase, strangely enough the AREA thread 390695, I have gone back today to see exactly what threads we have configured, and where we got the information to configure them. Sat Feb 21 00:14:54 2009 390695 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Sat Feb 21 00:14:54 2009 0xc005 Sat Feb 21 00:14:54 2009 390695 : AR System server terminated -- fatal error encountered (ARNOTE 21) It is a documentation nightmare, in that contradictory information is scattered throughout the guides for ARS, CMDB, ITSM, and various patch docs. Things like the Plugin Loopback RPC Program Number on the Ports and Queues tab of Server Information are virtually undocumented... in some cases it does not even appear in the screen shots to look at (ITSM 7.0.03 Installation Guide), and the entry in the ar.cfg table in the ARS 7.1.00 Confuring Guide leaves you uncertain about how to use the setting. Some of these settings have been clarified in the ITSM 7.0.03 Installation Guide (and nowhere else), such as the settings for the Reconciliation Engine [390698 or 699: 10 10] pg.20. The same guide shows setting the CAI Plugin Registry form to use a custom private queue - we originally used [390630 2 4] from the 7.0 guide pg.70, then changed it to [2 2] when we disabled the Requester Console); the 7.0.03 guide says to use [2 6] on pg.59. All of the screen shots fail to show the Plugin Loopback RPC Program Number field or its value at all (helpful). CMDB 2.1.00 Apparently sets the Plugin Loopback RPC Program Number to 390626 and creates a queue [390626 2 2] Install/Cfg pg.28, and every subsequent patch to the CMDB recreates this line for the queue even if another already exists with larger values. The confusion really begins with the Data Management Tools 9003 and 9005, which instruct you to use the existing Private Queue 390626, which is already selected as the Plugin Loopback RPC Program Number, and modify it to [16 32] and then specify it in the CAI Plugin Registry form (9003 pg.26, 9005 pg.34). This then puts the CAI Plugin used my the data management tool, the Requester Console (or SRM, I guess), and the CMDB on the same queue. Every time you update the CMDB with a patch this queue will get an additional entry in the ar.cfg for [2 2] instead of the [16 32] values, and the extra entry has to be deleted. At this point our queues and threads look like this (production and development): TypeRPC # Min Max Ar.cfg Definition Admin 390600 Alert 390601 1 1 Private-RPC-Socket: 390601 1 1 Full Text Index 390602 Escalation 390603 1 1 Private-RPC-Socket: 390603 1 1 Flashboards 390619 Fast390620 16 32 Private-RPC-Socket: 390620 16 32 List390635 24 24 Private-RPC-Socket: 390635 24 24 Plugin Loopback 390626 16 32 Private-RPC-Socket: 390626 16 32 Plugin-Loopback-RPC-Socket: 390626 CAI Plug-in Registry = 390626 16Plugin-Filter-API-Threads: 8 40 Per Patch 9003 pg 26-28 and 9005 pg 34-36 (CMDB Install) 390626 2 2 RESETS VALUES TO ITS OWN DEFAULTS 2 2 CMDB Installation and Configuration Guide pg.28 - delete after install (CAI Plug-in) 390630 2 2 Private-RPC-Socket: 390630 2 2 ITSM 7.0.03 Install Guide pg 59 (7.0 pg 70) But CAI Plug-in Registry no longer uses this queue due to 9003/5 (Approval) 390624 1 1 Approval-RPC-Socket: 390624 Approval Server Loopback - Approval Server Guide pg 40-43 Private 390694 1 1 Private-RPC-Socket: 390694 1 1 AIE Data Exchanges use this thread - Inferred from AIE Docs Ext Private 390698 10 10 Private-RPC-Socket: 390698 10 10 RE-RPC-Socket: 390698 ITSM 7.0.03 Install Guide pg 20 (Minimal details in CMDB Install Cfg pg 172) External Authentication 390695 External-Authentication-RPC-Socket: 390695 QUESTIONS (Finally): 1. How is the Plugin Loopback RPC Program Number _supposed_ to be used, and by which service or services? 2. Which queue is supposed to be reflected in the CAI Plug-in Registry form - the same one specified in the Plugin Loopback RPC Program Number? 3. If the data management tool and CMDB are _both_ set to use the same queue and CAI Plugin, is this why we were seeing problems when trying to run a data management job after hours? BTW, the job ran successfully this morning after 8 AM, without finding something to contend with. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ [Also posted to B
Re: Remedy Development Best Practices
Great summaries of customization best practices! The only thing I would add is on the documentation; you need two different kinds of docs: 1. Functional descriptions of each feature added or modified, and all fields and/or forms added or modified, all OOTB workflow disabled and replaced with custom workflow, and all new, completely custom workflow or objects. Basically, everything you changed and why you changed it in a given functional module. Include details on any back-end integrations that are mostly custom code since they probably touch at least one OOTB form or module. Add to this document as you build new customizations. 2. Patch recovery lists by item type (form, field, active link, filter, etc.,) in the order that they must be restored after the last patch is applied. Includes OOTB workflow that must be inspected for BMC modifications in case you have to add those changes to your customized objects, that then must be re-disabled (yes, there are some in ITSM 7 patch 007 versus 006). Then list the customized objects that have to be checked, especially forms and views since you typically will not have renamed those from their OOTB version and most of the patches will overwrite them or at least replace some of their views; you will have to add your custom fields back to the updated views. Basically a checklist in the order you need to execute it to restore your customizations after any ITSM patch, especially some of the supplemental patches like 9002 that will even wipe out BMC integrations like RKM. If you customized any OOTB ARS components (password management filters, reports, e-mail integrations) you will need the same sort of checklist for these as well. Build these documents while cleaning up after a test patch on a copy of production; you will need them in order to minimize your down time when patching production (and to avoid missing something). The ITSM 7 patches are huge, and unless you are 100% OOTB you will need a plan to clean up after them. Remedy Migrator will pay for itself ten-fold when you have to do this. If all you have is production and development, patch development, then use migrator to restore the customizations on development from production, documenting it all as you go, then patch production and restore the customizations on production from development using migrator and the checklist. Good luck! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Rentfrow Sent: Tuesday, February 17, 2009 11:09 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Development Best Practices ** I am kind of a nut about this since 7.x came out. Fields: Custom numbering in a predictable range. Generally when customizing an existing form I start with something like 600100200 for the field ID's. Using this method you can easily run a simple SQL search on the form and field table to determine what your custom fields were: For field names I use BMC's naming convention which is pretty well documented. I do not remember if they only give this out to partners or not. If you can't find it let me know. For workflow and forms I use a special multi-tenancy way of naming. It's pretty straight forward. If I am customizing original workflow I disable the original and never modify it. Then I rename it with the Business Name:Operating Company Name or abbreviation: then original name. So an Active Link named HPD:DoSomeStuff for XYZ Corp's HR customer/tenant might get named XYZ:HR:HPD:DoSomeStuff. Cumbersome? Maybe. Useful? VERY - especially when you can narrow your view by prefix to find workflow specific to certain tenants. I do this now even if the system is not planned to be multi-tenancy because you never know When making new workflow it's similar - I take the form prefix (if one exists) or invent one if necessary for new forms. The result is the same as the above. When I create brand new forms from scratch I do not worry about numbering the fields. An entirely custom form should never need have it's fields differentiated from base product fields. The only area I really run into a hitch philosophically is modifying base product active link guides or filter guides. You can either 1.) Choose to disable, copy, rename, and modify the calling Active Link/filter, copy the entire guide, disable all the base product workflow, copy it, rename it, re-enable it, and customize the active link/filter in question, or 2.) Disable the active link/filter in question, leave it in the base product guide, add the new customized active link/filter, and document the heck out of it. I pragmatically chose #2 and stuck with it based on what mood I was in that day. William Rentfrow Principal Consultant, StrataCom Inc.
Re: Tomcat Settings for ARS 7.1
I have not seen it in writing, but when we were doing performance testing of the 7.x mid-tiers over the last two years we found that any max setting over 1536 made tomcat unstable or hindered startup. This was true in both Win2K3 x86 and x64 environments, with several versions of tomcat (all 32-bit of course). Until we get a 64-bit tomcat, 64-bit JVM, and 64-bit mid-tier that actually work together properly, I'm guessing that this restriction will remain in place. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Friday, February 13, 2009 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** I was actually told by a web server person at BMC, I will leave their name out that said when dealing with java heap size and Tomcat for RKM/Midtier you should not put the maximum size any higher than 1536MB regardless of how much RAM you server might have. They said that if you do Tomcat will not start. Has anyone ever heard of this. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Friday, February 06, 2009 1:43 PM To: arslist@arslist.org Subject: Re: Tomcat Settings for ARS 7.1 ** The max should not be larger than 65 to 70 percent of the total available free memory (unused) before Tomcat is started. Anything larger and you will have problems even starting the service or it may crash while stopping tomcat. Joe From: "Begosh, Kevin" To: arslist@ARSLIST.ORG Sent: Thursday, February 5, 2009 9:30:58 PM Subject: Re: Tomcat Settings for ARS 7.1 ** For the Min and Max of the memory pool can you make it to big? Like for instance we have it as 300 and 1024. I do not know who made it that I just checked after this email. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com<mailto:kevin.beg...@lmco.com> From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of YHK Sent: Thursday, February 05, 2009 3:08 PM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** Go into program files>apache tomcat 5x>monitor tomcat this will open the properties dialog go to Java tab and set min to 512mb and max to 1536(on Apache for webserver you can set up to 2gb) from General tab, Stop tomcat and Start You maybe crashing due to default JVM max which is way too low, 256mb Hope this helps! YHK On Thu, Feb 5, 2009 at 4:34 PM, kishorkv mailto:kisho...@hotmail.com>> wrote: ** We've just moved to Remedy 7.1 with IIS-Tomcat for Mid Tier. Q1. Where I can get the Remedy recommended configuration for IIS-Tomcat? Q2. How to change the JVM setting for Tomcat? Q3. How to make Tomcat logs timestamp along with the log messages. Reason: I see my Tomcat crashing every 2 days once without any error messages. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Apache Tomcat Memory Pool
The most likely problem is the fact that they are still shipping mid-tier 7.1.00.006 with ar*70.dlls that are almost guaranteed to crash mid-tier (and tomcat with it) if you try to access the CCM Calendar View from any client. I restored the six Feb 2008 versions of the dlls from 7.0.01.006 and the calendar immediately began working correctly. I can't believe (okay, yes I can) that they have not incorporated this file correction into 7.1 mid-tier patches post 002 - they've known about it since February 2008! At this point the mid-tier patch 006 and flashboards patch 005 appear to be stable, but I still refuse to update production until I see it behave properly over much more testing. Since we are prototyping a lot of Asset and Change configuration and usage on development, we will be pounding on it steadily for the next two weeks. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 03, 2009 4:41 PM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** The only difference I see between your environment is your version of java, your operating system that mid-tier is installed on, and the fact that we do not use flashboards to know if displaying them would cause tomcat to crash (we are on ITSP that has no flashboards out of the box). Its over 24 hours now that we upgraded our production to patch 006 (we have 10 mid tier servers behind a load balancer) and none of the servers have crashed as yet whereas on an average with patch 003 at least 5 of them would have crashed in a day. On one freak day we had 9 of them crash. Joe ____ From: strauss To: arslist@ARSLIST.ORG Sent: Tuesday, February 3, 2009 4:20:10 PM Subject: Re: Apache Tomcat Memory Pool ** Windows 2003 Enterprise x86 dev w 3 gb ram and 4 cores (production is x64 with 12 gb RAM and 8 cores, but I don't have hardware for equivalent dev box). Dev was running fine as 7.1.00.002 mod with 7.0.00.006 *70 dlls to work properly with CCMCalendar. Flashboards was fine except for the "normal" errors in the mid-tier log. Tomcat was 5.5.26 per instruction from support last spring, since rescinded. Removed mid-tier and tomcat. Installed mid-tier 7.1.00.006 with bundled tomcat 5.5.25. Upgraded Flashboards to 7.1.00.005 (there is no 006). All of my java is 1.5.0_14 and will remain that way - has been stable for a year with 7.1.00.x code. Flashboards is now crashing in SOME consoles, not others (Change, not Incident or Asset). Was crashing ALL the time until I reinstalled it again... CCMCalendar crashing too, now - had not checked it in a while, though. Lots more testing to do, but it's hardly stable. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 03, 2009 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** Chris, What problems are you facing? I have it running for a few weeks on UAT with no problems, and just yesterday went live on production and no problems so far. It seems to have ceased crashing as regulary as it used to. I am using Tomcat 5.5.25 and java 1.6 (I can get you the exact version if you want that.). And I have my max memory set as reccommended earlier on this thread by me (about 65% of the total available free memory before tomcat is started with every other service besides tomcat started).. Are you on unix or windows? I am on UNIX. Cheers Joe ____ From: strauss To: arslist@ARSLIST.ORG Sent: Tuesday, February 3, 2009 3:41:49 PM Subject: Re: Apache Tomcat Memory Pool ** So far all of my attempts to build a stable mid-tier on 7.1.00.006 to replace 002 are failing, with flashboard and CCMCalendar crashes killing the mid-tier tomcat 5.5.25 instance. Considering that the production tomcat 5.5.26 under mid-tier 7.1.00.002 has crashed only once in the last nine months (last October), I'm not convinced yet that 006 is any improvement. Am working with support on it... Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Apache Tomcat Memory Pool
Windows 2003 Enterprise x86 dev w 3 gb ram and 4 cores (production is x64 with 12 gb RAM and 8 cores, but I don't have hardware for equivalent dev box). Dev was running fine as 7.1.00.002 mod with 7.0.00.006 *70 dlls to work properly with CCMCalendar. Flashboards was fine except for the "normal" errors in the mid-tier log. Tomcat was 5.5.26 per instruction from support last spring, since rescinded. Removed mid-tier and tomcat. Installed mid-tier 7.1.00.006 with bundled tomcat 5.5.25. Upgraded Flashboards to 7.1.00.005 (there is no 006). All of my java is 1.5.0_14 and will remain that way - has been stable for a year with 7.1.00.x code. Flashboards is now crashing in SOME consoles, not others (Change, not Incident or Asset). Was crashing ALL the time until I reinstalled it again... CCMCalendar crashing too, now - had not checked it in a while, though. Lots more testing to do, but it's hardly stable. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 03, 2009 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** Chris, What problems are you facing? I have it running for a few weeks on UAT with no problems, and just yesterday went live on production and no problems so far. It seems to have ceased crashing as regulary as it used to. I am using Tomcat 5.5.25 and java 1.6 (I can get you the exact version if you want that.). And I have my max memory set as reccommended earlier on this thread by me (about 65% of the total available free memory before tomcat is started with every other service besides tomcat started).. Are you on unix or windows? I am on UNIX. Cheers Joe ________ From: strauss To: arslist@ARSLIST.ORG Sent: Tuesday, February 3, 2009 3:41:49 PM Subject: Re: Apache Tomcat Memory Pool ** So far all of my attempts to build a stable mid-tier on 7.1.00.006 to replace 002 are failing, with flashboard and CCMCalendar crashes killing the mid-tier tomcat 5.5.25 instance. Considering that the production tomcat 5.5.26 under mid-tier 7.1.00.002 has crashed only once in the last nine months (last October), I'm not convinced yet that 006 is any improvement. Am working with support on it... Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 03, 2009 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** Patch 006 has definitely seen a marked decrease in the tomcat crashes we have experienced here and that too those were not becuase of OutOfMemory errors. If you view the contents of your current catalina.out file, I can bet that your crashes are due to OutOfMemory errors. Another useful tip would be to turn on incremental garbage collection. This is always good to free up unused portions of memory that haven't been used for a significant time interval. Joe From: "Begosh, Kevin" To: arslist@ARSLIST.ORG Sent: Tuesday, February 3, 2009 3:14:40 PM Subject: Re: Apache Tomcat Memory Pool ** Yes this does help and I am on 7.1 as well so this would help out a lot. We are having those exact issue with Tomcat crashing. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com<mailto:kevin.beg...@lmco.com> From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 03, 2009 1:13 PM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** Thsi is more of a Tomcat setting than a 'BMC recommended' setting. The golden rule for sizing tomcat memory is to not use more than 65% to 70% of the available free memory before the tomcat service is started. This gives the server at least 30% to 35% headroom. With that in mind it is nice to have a max memory of at least around the 3 GB mark where the usage of the servers is about average. Since you are using tomcat, if you are using Mid-Tier 7.1, I would recommend to hop on the patch 006. In my experience here the earlier patches had a memory issue, that addresses OutOfMemory errors that cause Tomcat to crash which was addressed in Patch 006. Also the performance is way better as I have noticed that it takes a relatively short time for the server to build its cache after an initial restart on patch 006 (at least 5 to 10 times faster) than it was on lets say Patch 003. I haven't tried patches in between 003 and 006 Hope this helps.. Cheers Joe From: "Begosh, K
Re: Apache Tomcat Memory Pool
So far all of my attempts to build a stable mid-tier on 7.1.00.006 to replace 002 are failing, with flashboard and CCMCalendar crashes killing the mid-tier tomcat 5.5.25 instance. Considering that the production tomcat 5.5.26 under mid-tier 7.1.00.002 has crashed only once in the last nine months (last October), I'm not convinced yet that 006 is any improvement. Am working with support on it... Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 03, 2009 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** Patch 006 has definitely seen a marked decrease in the tomcat crashes we have experienced here and that too those were not becuase of OutOfMemory errors. If you view the contents of your current catalina.out file, I can bet that your crashes are due to OutOfMemory errors. Another useful tip would be to turn on incremental garbage collection. This is always good to free up unused portions of memory that haven't been used for a significant time interval. Joe From: "Begosh, Kevin" To: arslist@ARSLIST.ORG Sent: Tuesday, February 3, 2009 3:14:40 PM Subject: Re: Apache Tomcat Memory Pool ** Yes this does help and I am on 7.1 as well so this would help out a lot. We are having those exact issue with Tomcat crashing. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com<mailto:kevin.beg...@lmco.com> From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Tuesday, February 03, 2009 1:13 PM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** Thsi is more of a Tomcat setting than a 'BMC recommended' setting. The golden rule for sizing tomcat memory is to not use more than 65% to 70% of the available free memory before the tomcat service is started. This gives the server at least 30% to 35% headroom. With that in mind it is nice to have a max memory of at least around the 3 GB mark where the usage of the servers is about average. Since you are using tomcat, if you are using Mid-Tier 7.1, I would recommend to hop on the patch 006. In my experience here the earlier patches had a memory issue, that addresses OutOfMemory errors that cause Tomcat to crash which was addressed in Patch 006. Also the performance is way better as I have noticed that it takes a relatively short time for the server to build its cache after an initial restart on patch 006 (at least 5 to 10 times faster) than it was on lets say Patch 003. I haven't tried patches in between 003 and 006 Hope this helps.. Cheers Joe From: "Begosh, Kevin" To: arslist@ARSLIST.ORG Sent: Tuesday, February 3, 2009 12:53:46 PM Subject: Apache Tomcat Memory Pool ** Does anyone know what the BMC recommended or what the best settings are for the Apache Tomcat memory pool for the Mid Tier. We are windows 2003 and we have two mid tiers that are load balanced. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com<mailto:kevin.beg...@lmco.com> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Apache Tomcat Memory Pool
I have used that in the past - someone who knew tomcat better than I recommended setting the min and max to the same value, so I have run that way in testing and production for over a year now without any problems. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, February 03, 2009 12:14 PM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** What about the minimum 1024? Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com<mailto:kevin.beg...@lmco.com> From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Tuesday, February 03, 2009 11:03 AM To: arslist@ARSLIST.ORG Subject: Re: Apache Tomcat Memory Pool ** All of my mid-tier, RKM, or other tomcats servers are set to Initial Memory Pool = 1536, Maximum Memory Pool = 1536, Thread Stack Size = 3000, and Shutdown Timeout = 240; all other settings are default as installed. This is on either x86 or x64 Win2K3 servers. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, February 03, 2009 11:54 AM To: arslist@ARSLIST.ORG Subject: Apache Tomcat Memory Pool ** Does anyone know what the BMC recommended or what the best settings are for the Apache Tomcat memory pool for the Mid Tier. We are windows 2003 and we have two mid tiers that are load balanced. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com<mailto:kevin.beg...@lmco.com> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Apache Tomcat Memory Pool
All of my mid-tier, RKM, or other tomcats servers are set to Initial Memory Pool = 1536, Maximum Memory Pool = 1536, Thread Stack Size = 3000, and Shutdown Timeout = 240; all other settings are default as installed. This is on either x86 or x64 Win2K3 servers. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, February 03, 2009 11:54 AM To: arslist@ARSLIST.ORG Subject: Apache Tomcat Memory Pool ** Does anyone know what the BMC recommended or what the best settings are for the Apache Tomcat memory pool for the Mid Tier. We are windows 2003 and we have two mid tiers that are load balanced. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com<mailto:kevin.beg...@lmco.com> __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: ITSM 7.0.3 - Lockout users from specific application
When I do something like that, I put the whole AR Server under admin lock (Administrator-Only Mode in the Configuration tab) just to be safe. I don't know of any way to lock just one application, and the way ITSM 7 still shares some tables between apps I wouldn't trust that, anyway. I guess you could temporarily remove the application license and give your users an interesting new error message, but I would rather lock the entire system (during my scheduled maintenance period). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Monday, February 02, 2009 10:47 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.0.3 - Lockout users from specific application ** Hi everyone, Are there any best practices and/or methods on locking users (except admin) out of an application in ITSM? For example, if was doing a major update to just Change Management and wanted to lock out users from making any modifications or submitting new requests, is there a way to achieve that? (other than removing every single user's permissions from the app and then adding back in). Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 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. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Hiding the Authentication Field on Mid Tier 7.1
Make sure that you have not tampered with the section of the login.jsp that
sets the reference to login_common.jsp and then calls the initLogin() function
from it, which includes the setInitialFocus() function:
<%@ include file="login_common.jsp" %>
<%=titleStr%> - <%=MessageTranslation.getLocalizedText(locale,
"Login")%>
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Friday, January 30, 2009 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hiding the Authentication Field on Mid Tier 7.1
**
You must have a problem with the way login.jsp includes the login_common.jsp
file, anyway - the code for placing the cursor is in login_common.jsp:
function setInitialFocus() {
// set focus to user input field
document.loginForm.username.focus();
document.loginForm.username.select();
}
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Re: Hiding the Authentication Field on Mid Tier 7.1
You must have a problem with the way login.jsp includes the login_common.jsp
file, anyway - the code for placing the cursor is in login_common.jsp:
function setInitialFocus() {
// set focus to user input field
document.loginForm.username.focus();
document.loginForm.username.select();
}
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Friday, January 30, 2009 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hiding the Authentication Field on Mid Tier 7.1
**
Hi Kelly,
I tried both td and tr and the results are the same. I also noticed a warning
icon on the bottom of the browser now. If I open the warning it states:
'this.document.loginForm.auth' is null or not an object
Any ideas?
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kelly Heikkila
Sent: Friday, January 30, 2009 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hiding the Authentication Field on Mid Tier 7.1
** Hi Brian-
I don't have the 7.1 login JSP in front of me, but do make sure you are
commenting out the entire HTML table row ( to tags) versus just the
table cells (td tags). Otherwise you will have malformed HTML that could cause
problems with some scripts, such as setting focus.
-Kelly
Kelly Heikkila
:coderow
612-216-0028
ke...@coderow.com<mailto:ke...@coderow.com>
www.coderow.com<http://www.coderow.com>
On Jan 30, 2009, at 12:51 PM, Sokol, Brian wrote:
**
I need to hide the Authentication field for our Mid Tier 7.1 server. I
commented out the following section in the login.jsp file:
<%=MessageTranslation.getLocalizedText(locale,"Authentication")%>
This seems to work with one minor problem. When I comment out this section and
the Mid Tier login screen loads, my cursor is no longer focused on the User
name field. So no a user will have to click in the field before typing. Anyone
have a fix for this?
Brian Sokol
Manager, Desktop Services
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.com
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Re: Hiding the Authentication Field on Mid Tier 7.1
That code is in the login_common.jsp - have you edited that file as well? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Friday, January 30, 2009 1:28 PM To: arslist@ARSLIST.ORG Subject: Re: Hiding the Authentication Field on Mid Tier 7.1 ** Hi Kelly, I tried both td and tr and the results are the same. I also noticed a warning icon on the bottom of the browser now. If I open the warning it states: 'this.document.loginForm.auth' is null or not an object Any ideas? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Heikkila Sent: Friday, January 30, 2009 2:07 PM To: arslist@ARSLIST.ORG Subject: Re: Hiding the Authentication Field on Mid Tier 7.1 ** Hi Brian- I don't have the 7.1 login JSP in front of me, but do make sure you are commenting out the entire HTML table row ( to tags) versus just the table cells (td tags). Otherwise you will have malformed HTML that could cause problems with some scripts, such as setting focus. -Kelly Kelly Heikkila :coderow 612-216-0028 ke...@coderow.com<mailto:ke...@coderow.com> www.coderow.com<http://www.coderow.com> On Jan 30, 2009, at 12:51 PM, Sokol, Brian wrote: ** I need to hide the Authentication field for our Mid Tier 7.1 server. I commented out the following section in the login.jsp file: <%=MessageTranslation.getLocalizedText(locale,"Authentication")%> This seems to work with one minor problem. When I comment out this section and the Mid Tier login screen loads, my cursor is no longer focused on the User name field. So no a user will have to click in the field before typing. Anyone have a fix for this? Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Hiding the Authentication Field on Mid Tier 7.1
Agreed. Mine is commented out from to and it seems to work fine at https://arsweb7.ars.unt.edu:8443/arsys/home : What might throw people is the lack of a blinking cursor in the User name field - once the popup loads and closes, you start typing and the text appears correctly in that field. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Heikkila Sent: Friday, January 30, 2009 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: Hiding the Authentication Field on Mid Tier 7.1 ** Hi Brian- I don't have the 7.1 login JSP in front of me, but do make sure you are commenting out the entire HTML table row ( to tags) versus just the table cells (td tags). Otherwise you will have malformed HTML that could cause problems with some scripts, such as setting focus. -Kelly Kelly Heikkila :coderow 612-216-0028 ke...@coderow.com<mailto:ke...@coderow.com> www.coderow.com<http://www.coderow.com> On Jan 30, 2009, at 12:51 PM, Sokol, Brian wrote: ** I need to hide the Authentication field for our Mid Tier 7.1 server. I commented out the following section in the login.jsp file: <%=MessageTranslation.getLocalizedText(locale,"Authentication")%> This seems to work with one minor problem. When I comment out this section and the Mid Tier login screen loads, my cursor is no longer focused on the User name field. So no a user will have to click in the field before typing. Anyone have a fix for this? Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: ARS 6.3 and Remedy Helpdesk 5.6- what to do next . . .
If you are currently under basic support, the licensing costs don't change to move from 6.3 with ITSM 5.6 to 7.1 with ITSM 7.0, and there is no upgrade cost. You can jump in to 7.5 if you want, but at this point you might be safer to look at ITSM 7.0.03.009 on ARS 7.1.00.006 which are the current patch levels. They have been fixing stuff on ITSM 7 for over two years.. almost three, and ARS 7.1 for over one, and a lot of the bugs are finally gone. I can tell you that we have gotten our money's worth out of basic support ever since embarking on the 7.x project in 2006, and still are. There are MANY more "moving parts" in the 7.x world. As for the conversion from Help Desk 5.5.1 to Service Desk 7.0.02/3, it hasn't been that difficult for our IT staff users to make the switch with just a little bit of online training developed by our helpdesk. There are more similarities than differences in the interface - it's the plumbing that's radically different. It's also a migration, not an upgrade; the move from 7.0 to 7.5 is supposed to be an upgrade (I'll believe it when I see it work), but there is no such thing from 5.x/6.x to 7.x. You may want to talk to your sales rep about the new suite licensing. It moves you to an enterprise model for the servers and apps, and includes many apps you may never have considered due to the individual unit costs. Of course the conversion will cost you, but we are seriously considering it right now. Note that it appears that converting does move you to a level higher in support, whatever that means. Considering all of the apps included in the full ITSM suite, that is probably a necessary upgrade. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Brad Terhune > Sent: Friday, January 30, 2009 11:38 AM > To: arslist@ARSLIST.ORG > Subject: ARS 6.3 and Remedy Helpdesk 5.6- what to do next . . . > > Hello list! > I'm going to go ahead and throw it out there- my ARS is a total > dinosaur. I'm running ARS 6.3 on Windows Server 2003 on a remote > Oracle database. We now have a Remedy Helpdesk application that is on > version 5.6. > > Overall I'm pretty happy with the system except for the support costs. > I have not had to go get any support for the product for almost 18 > months though I still pay for it. > > And now, the rub. I have no idea what ARS 7 much less ARS 7.5 looks > like, or what it costs. I'm pretty sure there is no longer a Helpdesk > application. > And I am dreading doing an upgrade, and I'm not even sure what we'd > have to pay to make one happen. > > Has anyone moved from ARS 6.3 and Helpdesk to the new ARS and some > other Helpdesk-like product? How did the costs change? Was it very > difficult? > > I only have basic support through BMC so I'm having trouble getting > the information I need though I will be calling them this afternoon to > find out what my options are. > > They certainly did not have a problem selling me support this year . . > . > > Thanks, > Brad Terhune > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: HELP:SLM Application error
I'm pretty sure you can reinstall it if you remove all of its entries from the SHARE:ApplicationProperties form and rename the file folder on the server. I think I have even done that at some point while testing SLM and ITSM together - would have been in 2007 so I don't remember exactly. With no entry for the application in the form, the installer should run. It overwrote all existing objects, as I recall. Your mileage may vary, so get a good db backup snapshot first. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Rentfrow Sent: Thursday, January 29, 2009 3:46 PM To: arslist@ARSLIST.ORG Subject: Re: HELP:SLM Application error ** Answer: You can't. SLM can't just be un-installed. That's the bad news. The good news is it can be removed (which is very hard and time consuming) and it can be re-installed. In this particular case I'd contact BMC support and ask for the SLM engineering group's help. William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com> 701-306-6157 C 715-592-5185 O From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Balakumar, Viswanathan Sent: Thursday, January 29, 2009 10:24 AM To: arslist@ARSLIST.ORG Subject: HELP:SLM Application error ** ALL, We are having an issues with the SLM Application. One of the SLM Form (SLM:PenaltyReward) is corrupted (A developer did save as of this form to create a copy or similar; that removed it from the application) and when we open the Incident\any form that access any SLM form, we get the Application not licensed error. "The application is not licensed : Remedy Service Level Management (ARERR 9858)". We tried re-installing the SLM, but that did not work. So, we are thinking of uninstalling the SLM first and then install it freshly. But when i am looking for Uninstalling instructions in the SLM-Installation guide i did not find any.How do i uninstall the SLM Application? Do you suggest Un-Installing and Re-install will fix the issue "A form is removed from the SLM Application" ? Environment: ITSM 7.x including SLM.7.x running on a HP-UX OS. Thanks, VB __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Mid-Tier Browser & Mac issue
We saw this a lot a couple of years ago when testing 7.0.x ... one of the reasons we waited for 7.1. Since even 7.1 did not properly support Firefox and Safari on Macs until 7.1.00.002, I'm guessing that you need to be on a higher patch level of 7.0.01 on your mid-tier than 003 in order to see Mac web browsers working correctly - something released in at least the spring of 2008. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gayford, Matthew C. Sent: Thursday, January 22, 2009 1:33 PM To: arslist@ARSLIST.ORG Subject: Mid-Tier Browser & Mac issue ** Hi List, We have a Mac user who, upon visiting a link to an entry in a form via web browser, gets presented with a blank page. The same link will load without problem on Windows machines, but it seems that it won't load on a Mac. We've tried Safari and Firefox on a Mac in the office with the same result. I checked the compatibility matrix and see that Firefox is supported on Mac OS 10.1+ so I wanted to see if you had any thoughts. ARS & ITSM 7.0.1 p003, MS SQL, Windows Server 2003. Thanks, -Matt Matthew C. Gayford Application Developer & Remedy Administrator University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: ITSM 7: Incident Owner Set Based on Autoassignment Rule or Based on Submitter/Assignee Group?
Suffice it to say that we had to create a separate Ownership rule to match every generic assignment rule that was based on the customer location. We have over 25 distributed support groups, each one of which supports a distinct grouping of users in the global customer company according to their organization value. Ownership is explicitly set by a rule to the IT support group that serves that organization. Assignment may be to the same group for locally supported issues, or to a completely different group for centrally supported system issues - different, explicit rules. In our experience, leaving Ownership to default on its own is a bad idea, and we have even instances where people manage to mangle it while working manually, resulting in a ticket with only one or two of the Ownership fields filled. It is impossible to do anything with a ticket once it is in that state, and it takes an escalation to clean it up. We recommend you create a complete set of explicit ownership rules as appropriate to your customer and support configurations. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi > Sent: Thursday, January 22, 2009 11:12 AM > To: arslist@ARSLIST.ORG > Subject: ITSM 7: Incident Owner Set Based on Autoassignment Rule or > Based on Submitter/Assignee Group? > > Hi, > In ITSM 7, I can set autoassignment rules for Assignee > group or Owner group of Incidents. (on CFG:Assignment > form) > > However, for Owner Group, there is also a detailed > statement in the User Guide about how the Owner Group > is picked by the system based on what kind of group is > submitting the Incident (with or without HelpDesk > role) and what kind of group it is assigned to. ( See > Incident 7.0 User Guide, Page 125 ) > > This statement in User Guide completely ignores the > usual auto-assignment logic, and is in fact in direct > conflict with it. > > So which logic is really used by ITMS 7 to pick an > "Owner Group" on an Incident? > > In my system I see that the "auto-assignment" rule on > CFG:Assignment form is used in almost all of the > Incidents. A very few seem to have Owner Group set > differently. In these, I am not sure if the > "statement" above was applied or the user manually set > the Owner Group. > > What the @#!$ fruit? Which logic is in effect? > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: My Entitled Products problem
Contact Customer Care from the link on the My Entitled Products page; they should be able to help you out. The change to the EPD site wiped out my access to Asset Management, which we do not have purchased; I'll have to get my sales rep to add it back in as a trial or something. As I mentioned when ITSM patch 009 came out, if you ever have any hope of adding an application you don't currently have licensed, or think you might convert to the suite licensing and will then have access to it, you MUST install it before you patch ITSM past patch 007. The patch architecture for 008 and 009 demands that you go back and re-patch _everything_ to 007 if you add an ITSM application in the future, then patch up to 008 or 009 or any future patch. This sounds reasonable until you work with it and realize that add-on patches like 9002 and 9004 conflict with the ITSM patches, and any ITSM patch or add-on installer seems to want to wipe out the manual integration that is required for Remedy Knowledge Management. In other words, the patches are such a heap of junk that trying to apply them is almost guaranteed to hash some other part of the application set and require some recovery, and the newest ones essentially require that you install all of the ITSM apps together on day one, whether you are licensed for all of them or not. I'm also to the point of declaring all of the add-on function patches (except 9005) to be more trouble than they are worth, since right now you are supposed to reapply them after the main ITSM patch, at which point you once again lose the RKM integration. These things (application patches) are being produced with little or no attempt to avoid interference with other patches, or with other applications from their own product set. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of jham36 Sent: Tuesday, January 20, 2009 3:33 PM To: arslist@ARSLIST.ORG Subject: Re: My Entitled Products problem I am having the same issue. I was able to see 7.0.01, 7.1, and 7.5 on Friday. Today I only see the 7.1 products. James On Jan 19, 2:41 pm, "Wheeler, Dylan" wrote: > Hi Listers > Anyone else running into issues with this new feature on the BMC site? > I went to download and it said that I didn't have a support id in the > EPD system. So I enter my id and now it will only allow me to download > ARS 7.1.0, no 7.0.01 (which is what we're currently on) and no 7.5.0. > Thought it was going to be nice not to have to go through 50,000 > different products to download something I have a license for, but at > least then I could get what I needed heh. > > Dylan > Pacific Life > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
ARS 7.1.00 Patch 006
I know everyone is excited about 7.5, but you'll forgive me if I don't run right out and upgrade my production system to 7.5 just yet. I am, however, seriously considering taking it from 7.1.00 Patch 002 to Patch 006. I have only had Patch 006 running for a week on development, with no errors noted (in spite of subsequently adding Asset Management and re-running ITSM 7 Patch 7 to catch it up, then running ITSM 7 Patch 009). I have a lot more work documenting post-patch fixes that will be need for the application, but I am wondering what problems (if any) other sites might have had with the ARS 7.1 Patch 6 components??? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: ARS 7.1 Licenses and Database Log Shipping
It is the same as restoring a production db to development - the only license that matters (on 7.1) is the AR server license. Export that license to file on the replica server before you start shipping it copies of the production server. When you start ARS against the replica the first time it will behave as unlicensed (the license key from production will be invalid for the replica server). Go in to the License Management interface and delete the existing AR Server license, then import the correct one for that machine. Restart the AR server service and it should now come up fully licensed. I have not tried Lyle's solution, but I am only working between production and development when refreshing development. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Wednesday, January 14, 2009 3:17 PM To: arslist@ARSLIST.ORG Subject: ARS 7.1 Licenses and Database Log Shipping ** The questions about upgrading to ARS 7.1 lately have gotten me thinking about something. For our disaster recovery solution, we have a failover server sitting in another city, with a different server name, etc. We use log shipping in SQL Server 2005 to keep the two databases synchronized. In the event of an emergency, we have the DBAs mark the normal production database as read only, and we open up the disaster recover database, and we proceed from there. Since ARS 7.1 stores the license keys in the database, how would I prevent this from being overwritten? How would I keep my DR copies of the licenses on the server if the database is overwritten constantly? Or is this not an issue in 7.1 since it sounds like you can temporarily create licenses on the fly anyway? Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226 Private and confidential as detailed here<http://www.sug.com/disclaimers/default.htm#Mail>. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Migrator error
No, I have not - and I have been using Migrator 7.1 from beta to patch 003 on a fairly regular basis. Do you have multiple languages installed on your server? Mine is _en_ only, as is the underlying db. It looks like something is stored in a Korean character set. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rob Wherry Sent: Wednesday, December 10, 2008 11:47 AM To: arslist@ARSLIST.ORG Subject: Migrator error ** Has anyone else seen the following error in Migrator 7.1 no patch difference reports? Link is to a screen shot of the error. I checked the qualifiers in the Admin tool and they are the same. http://screencast.com/t/Vvq3vWSv __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Email Error
Are you running AREA LDAP authentication? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of jaimie > Sent: Thursday, December 04, 2008 4:03 PM > To: arslist@ARSLIST.ORG > Subject: Email Error > > Hi All, > > I'm getting the below email error message for one user only. The > weird thing is that she will get email notifications if the ticket is > directly assigned to her, but not if her group is assigned a ticket. > I have checked her account and she does have a valid email address. > She is also listed in the group and has a SHR:Assignment record. > She did have her name changed awhile ago and her new email addresses > would not work at all, but once I put in her old email address, she > started getting the assigned individual notificationsany advice? > > Invalid Addresses; > nested exception is: > class javax.mail.SendFailedException: 550 5.1.1 ... > User > unknown > > javax.mail.SendFailedException: Invalid Addresses; > nested exception is: > class javax.mail.SendFailedException: 550 5.1.1 ... > User > unknown > > at com.sun.mail.smtp.SMTPTransport.rcptTo(SMTPTransport.java:848) > at > com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java: > 323) > at com.remedy.arsys.emaildaemon.SenderModule.sendMessage > (SenderModule.java:74) > at com.remedy.arsys.emaildaemon.CreatorModule.createMessage > (CreatorModule.java:1489) > at com.remedy.arsys.emaildaemon.CreatorModule.doWork > (CreatorModule.java:360) > at > com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) > at java.lang.Thread.run(Thread.java:570) > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ITSM 7 Patch 009
This one may be a little more on the demonic side... wait until you read the fine print on page 2 of the Read Me pdf!!! Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH Sent: Thursday, December 04, 2008 1:06 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Patch 009 Chris, I believe the cliché holiday would be: Christmahannukwanizica. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Thursday, December 04, 2008 1:03 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 Patch 009 ** Looks like we got an early Christmas/Hanukkah/whatever present, or at least I hope that it's a present and not a code-bomb. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ITSM 7 Patch 009
Looks like we got an early Christmas/Hanukkah/whatever present, or at least I hope that it's a present and not a code-bomb. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Permissions Issues - URGENT HELP NEEDED
Have you implemented multi-tenancy or not? We have, and we ran into permissions problems across companies - assignees couldn't even see the tickets assigned to their group - that had to be solved with custom code to append the assigned group id to the assignee groups field (112). OOTB, field 112 only gets the group id for the Customer Company (Contact Company) on an Incident. Permissions can be extended in the OOTB app by selecting a different company for the Direct Contact Company on the Contact tab, or the Company on the classification tab which is set by default to the Contact Company value. The Assigned Group and Owner Group affect visibility on the consoles, but not permissions; without matching Company permissions for both the logged in user (support staff) and one of the company group id values in field 112 of the incident, the incident will not be visible even if the support staffer queries the entire Incident form, much less in the consoles. BTW, we have always run our Help Desk and ITSM apps with ARS in submitter locked mode, but I can't say that it was required for ITSM 7. I am thinking that you are somehow getting at cross purposes to the OOTB app workflow that only allows ticket modification by assigned group or owner group members, which is as designed. See http://arsweb4.ars.unt.edu/helpdesk/itsm7_record_permissions.htm for more detail if any of this might apply to your problem. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie Sent: Thursday, December 04, 2008 12:17 AM To: arslist@ARSLIST.ORG Subject: Re: Permissions Issues - URGENT HELP NEEDED ** Addendum: it appears that they can modify only those tickets assigned to a group they are a member of or that was submitted by a member of their group. Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 From: Muhlethaler, Laurie Sent: Wednesday, December 03, 2008 9:52 PM To: [EMAIL PROTECTED] Subject: Permissions Issues - URGENT HELP NEEDED Importance: High Listers ~ either I'm going insane or I'm just overlooking something simple. All of a sudden, our users cannot modify tickets that they did not submit. The submitter mode is set to "Changeable" and has been since inception. We are/were planning on going live tomorrow morning and this stupid issue just popped up. I'm at my wits end as I absolutely can't see what's causing this issue. Any help is greatly appreciated. 7.0.03 Patch 006 Service Desk Asset Management Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 [http://logos.firstrepublic.com/FRB.jpg] The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: SLM start when advise
You should be able to set the milestone to repeat (and fire an action) every 30
minutes as long as the Execute If condition continues to be met.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Actually that's not what we are trying to do. What management wants to do is
make sure that a ticket is updated every 30 minutes. They want to have a
missed or met result of every 30 minute interval available. I don't think I
can do that with milestomes. So I need to start one target immediately, and it
runs for 30 minutes and is met if the last modified date changes. The next
service target shouldn't start until the first 30 minutes is up, but should
stop if the last modified date changes any time in that next 30 minute
interval. Perhaps:
Start when: 'Status' >= "New"
and
stop when:
'Status' >= "Resolved" OR (($\TIMESTAMP$ > ( 'Submit Date' + (30*60))) AND
('Last Modified Date' > ( 'Submit Date' + (30*60) )))
Would do what I need...I'll give it a try.
Anne Ramey
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From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Matthew Perrault
Sent: Friday, November 21, 2008 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM start when advise
**
Anne,
I think you may be crossing things here.
You want the service target attached to the ticket based on some different
criteria (Priority, Support Group, for example).
When you start talking time you might want to look at the Mile Stones and
defining them from a stand point of time.
It sounds like you are trying what we did and, that's how we did it.
We defined the Service Target to get attached to the Incident based on who the
Support Group was as well as Priority (this was done in step 1 via the define
terms and conditions)
Step 2 we set the total time for the Service target to be 8 hours.
Then we defined the Service Target Start Criteria (step 3 of 4) to fire based
on Ticket Status > New and Assigned Group ! = NULL
Stop Criteria was Status > resolved
Step 4, is where you define the milestones, and we used Execute When* set to
Hours & Minutes from Start and it that we specified 30 minutes.
HTH
Matt P.
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Ramey, Anne
Sent: Friday, November 21, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: SLM start when advise
**
I need to start a service target based on time: ex. 30 minutes after a ticket
was created. I can't seem to make this happen. It only goes from attached to
In Progess if the ticket is modified. Help?
Current criteria:
($\TIMESTAMP$ > ( 'Submit Date' + (30*60))) AND 'Status' < "Resolved"
Anne Ramey
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Re: SLM start when advise
Your criteria looks like it should be set in the Measurement Criteria: Start When: $\TIMESTAMP$ > ( 'Submit Date' + (30*60)) Stop When: 'Status' >= "Resolved" And the Milestones would be at: 'Status' < "Resolved" Maybe the Start When will work better as $\TIMESTAMP$ >= ( 'Submit Date' + (30*60)) Since all of my service targets have a Start When: of 'Status' >= "New" I have not built any that start using a time formula. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Friday, November 21, 2008 12:24 PM To: arslist@ARSLIST.ORG Subject: SLM start when advise ** I need to start a service target based on time: ex. 30 minutes after a ticket was created. I can't seem to make this happen. It only goes from attached to In Progess if the ticket is modified. Help? Current criteria: ($\TIMESTAMP$ > ( 'Submit Date' + (30*60))) AND 'Status' < "Resolved" Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Priority intervals
Versions prior to 7 created a static letter bomb at the time of ticket creation - it went off at a set time if the ticket was still open, but went to the original assigned group because it was never updated. As I recall, the letter bombs were timed according to the original priority at the time of creation at 4 hours, 8 hours, 2 days, and 4 days. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe Sent: Thursday, November 20, 2008 1:57 PM To: arslist@ARSLIST.ORG Subject: Re: Priority intervals ** Okay. Got it. So, if a user didn't have SLM installed, he or she would have to write his or her own workflow. Okay, I've done that. I was mostly wondering where I had read about it some time ago. Thanks. On Thu, Nov 20, 2008 at 11:08 AM, strauss <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** You would configure that in Service Level Management if you have it installed. There are no escalations of that sort built into the OOTB Incident Management or Service Desk. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Bob Rowe Sent: Thursday, November 20, 2008 12:59 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Priority intervals ** ARS 7.1, ITSM 7003, All-windows environment. I have been asked (two days ago!) what the time intervals are for Incident (and other) priorities. That is, what is the interval between creating a Medium priority ticket and the notification it sends to tell someone it hasn't been touched in too long a time? The question is, where do I find this information? I've looked at everything the Application Admin has available, searched the list and run a search through the documentation on "Priority" and other things. What am I missing? Thanks in advance. -- Bob Rowe, Remedy Action Request System Development and Administration [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> "The golden rule is to test everything in the light of reason and experience, no matter from where it comes." Mohandas K. Gandhi __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ -- Bob Rowe, Remedy Action Request System Development and Administration [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> "The golden rule is to test everything in the light of reason and experience, no matter from where it comes." Mohandas K. Gandhi __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Priority intervals
You would configure that in Service Level Management if you have it installed. There are no escalations of that sort built into the OOTB Incident Management or Service Desk. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe Sent: Thursday, November 20, 2008 12:59 PM To: arslist@ARSLIST.ORG Subject: Priority intervals ** ARS 7.1, ITSM 7003, All-windows environment. I have been asked (two days ago!) what the time intervals are for Incident (and other) priorities. That is, what is the interval between creating a Medium priority ticket and the notification it sends to tell someone it hasn't been touched in too long a time? The question is, where do I find this information? I've looked at everything the Application Admin has available, searched the list and run a search through the documentation on "Priority" and other things. What am I missing? Thanks in advance. -- Bob Rowe, Remedy Action Request System Development and Administration [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> "The golden rule is to test everything in the light of reason and experience, no matter from where it comes." Mohandas K. Gandhi __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Mid-Tier 7.1.0 Performance Issue -- Tomcat
If you restart the web server (and mid-tier) without first clearing the cache, the mid-tier reads in the exiting persistent pre-fetch cache file (takes about 1 minute on our servers). Only if you flush the cache in the mid-tier configuration tool and then restart the mid-tier will the complete pre-fetch run (takes 24 minutes on our servers). The persistent pre-fetch only works properly on 7.1.00.002 and later; earlier releases did not re-read the existing pre-fetched cache properly after a restart, especially after a tomcat crash and restart. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sreenivas, Aravind Sent: Thursday, November 20, 2008 6:03 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier 7.1.0 Performance Issue -- Tomcat ** We recently observed that when we restart our app/web server (Tomcat/Apache), majority of the files in the cache directory (*.data and *.index) are updated (/webapps/ars/cache). We have enabled persistent cache option and have a few of the biggest forms in pre-fetch. 1. For forms mentioned in the prefetch xml, am I correct in assuming that : a. these are fetched when I start/restart the app/web server AND the other forms (i.e. those not mentioned in the prefetch xml) are not fetched? b. The forms not mentioned in the prefetch are fetched only when a user tries to access the forms and its out-of-date (assuming Enable check is switched on)? 2. Is there any way in which we can tell the app/web server not to fetch forms (either mentioned in prefetch or not) when we restart the app/web server? We would like it to use what data it already has in the cache directory before it was restarted, rather than it fetching the forms from the server again after its restarted. 3. What is the purpose of the USERNAME in the prefetch xml? Should only an admin username be defined here or will any ID do? I skimmed through the documentation available, but was unable to get clarity on the above. ARS 7.1 patch 003 on solaris MT 7.1 patch 005 on apache 2_2/tomcat 5-5.5.25 Thanks Aravind From: "Easter, David" <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Sent: Wednesday, November 19, 2008 6:50:50 PM Subject: Re: Mid-Tier 7.1.0 Performance Issue -- Tomcat ** The use of persistent cache is so that you don't have to go fetch again after the Mid-Tier is restarted. BMC Remedy Mid Tier performance (persistent cache) In AR System 7.1, forms currently cached in memory can now be serialized to a file, which enables these forms to be read back into memory when the application server hosting the mid tier application is restarted (after a normal shutdown). Pre-fetch is for when the forms haven't yet been fetched. It ensures that the fetching occurs prior to the first request for the form. That way, users don't have to wait for the Mid-Tier to fetch the form - it's already there and cached for them. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ARS for non Trouble Ticketing applications
How did you configure the escalations? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer L > Sent: Friday, November 14, 2008 11:18 AM > To: arslist@ARSLIST.ORG > Subject: Re: ARS for non Trouble Ticketing applications > > I wrote a Remedy application that made my husband shovel snow back in > '03. > > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC > 72 CS/SCBAH > Sent: Friday, November 14, 2008 12:09 PM > To: arslist@ARSLIST.ORG > Subject: Re: ARS for non Trouble Ticketing applications > > I didn't do that one, I believe you or BM did :) > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading > Sent: Friday, November 14, 2008 10:56 AM > To: arslist@ARSLIST.ORG > Subject: Re: ARS for non Trouble Ticketing applications > > Darrell Reading Systems > What about pest control, Junior? > > > Darrell Reading Systems Engineer > Phone 479.204.5739 > [EMAIL PROTECTED] > > Wal-Mart Stores, Inc. > 805 Moberly Lane, MS-0560-68 > Bentonville, AR 72716 > Save Money. Live Better > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC > 72 > CS/SCBAH > Sent: Friday, November 14, 2008 10:51 > To: arslist@ARSLIST.ORG > Subject: Re: ARS for non Trouble Ticketing applications > > Sam, I've written applications that perform the following non-help desk > functionality: > > Vacation tracking & approval > Knowledge base > Report Generator > Purchase Request Flow > > I'm sure there are more, but you can do anything you can think of. > Heck, > remedy does a lot of their support site web pages using remedy (it's > slow though, although getting better). > > In addition, there are the standard Help Desk, Change Management, Asset > Management, etc that all of us have worked with. > > Thanks, > > Gary Opela, Jr. > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of sam appecherla > Sent: Friday, November 14, 2008 10:22 AM > To: arslist@ARSLIST.ORG > Subject: ARS for non Trouble Ticketing applications > > ** Hi List, > > Just curious to know.. > > Apart from using Remedy for HelpDesk, Trouble Ticketing and the kinds, > what else can we do with this workflow engine for? Does anyone have a > custom built product/application built on ARS apart from Trouble > Ticketing kinds that you would like to share? > > Regards, > SriSamSri Appecherla > Mobile# +91 991 610 6008 > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > > ___ > _ > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > - > ** > This email and any files transmitted with it are confidential and > intended solely for the individual or entity to whom they are > addressed. If you have received this email in error destroy it > immediately. > ** > Wal-Mart Confidential > ** > > > ___ > _ > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Query about SLM module for ITSM 7
...and the integration points between SLM and Incident Management are half-baked and undocumented, but with a little work (and a number of issues opened with support), you can get it working and it does run reliably. Most of the bugs have been fixed in 7.1 patch 001, but a number of them will require unreleased hot fixes from support. Compared to the aremail engine, at least the SLM escalations are rock solid! The SLM templates that install with the ITSM 7 integrations will be part of your problem - they were not completed and were poorly designed, so you may have to rebuild them and add new ones for response goals. I don't recall seeing any for closing incidents since there is an ARS escalation for that, but that does not mean that you couldn't create custom SLAs with milestone actions that close your resolved incidents on varying criteria. You would just have to disable the default close escalation(s). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Coleman, Gavin Sent: Friday, November 14, 2008 9:35 AM To: arslist@ARSLIST.ORG Subject: Query about SLM module for ITSM 7 ** Hello Listers. We are in the process of moving from ITSP 4 to ITSM 7 and are currently in the gap analysis phase. In ITSP, we can configure SLA Events to for example Auto Close Help Desk tickets. I've looked through the documentation for the SLM module (that was fun! It's nice and clear ;-)), but don't think there is anything that's similar. Could somebody who uses the SLM module confirm this. I know there is an escalation that fires on the HPD:Help Desk and closes tickets after 15 days of being Resolved, but this is across the board whereas our current SLA Events enable us to configure these per SLA. I'm really just looking for some confirmation about this! BTW - do you recommend any of the ITSM training courses? Currently, we're getting by by reading the documentation, but the SLM module is looking complicated! Thanks, Gavin Coleman Senior Analyst/Programmer Computacenter (UK) Ltd Services & Solutions Hatfield Avenue Hatfield, Hertfordshire, AL10 9TW, United Kingdom T: +44 (0) 1707 631662 E: [EMAIL PROTECTED] W: www.computacenter.com ** COMPUTACENTER PLC is registered in England and Wales with the registered number 03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW COMPUTACENTER (UK) Limited is registered in England and Wales with the registered number 01584718. Its registered office is at Hatfield Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW The contents of this email are intended for the named addressee only. It contains information which may be confidential and which may also be privileged. Unless you are the named addressee (or authorised to receive mail for the addressee) you may not copy or use it, or disclose it to anyone else. If you receive it in error please notify us immediately and then destroy it. Computacenter information is available from: http://www.computacenter.com ** __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ARERR 1658 generating a Crystal report
A semi-colon has always been a character that you cannot use in any password that will be used with an ODBC driver, or many other systems that have a back-end database. See http://support.microsoft.com/default.aspx/kb/301076 Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jorge Polo Sent: Thursday, November 13, 2008 12:40 PM To: arslist@ARSLIST.ORG Subject: ARERR 1658 generating a Crystal report ** Hello everyone, FYI. Problem: I had only one user that was getting error ARERR 1658 generating a Crystal report from a helpdesk case form. Other users were printing the report fine from the same workstation. The user with the problem signed on to other workstations and the problem occurred only for him and the other users had no problems. I had this error three times and the fix was different in each case. The first time I uninstalled the client and installed it again. The second time I check the underscore on the ODBC Use Underscores. [cid:image001.jpg@01C9458D.F3EB9E20] This time was very time consuming. The user had changed his password were the last character had a semicolon. Apparently the server or Crystal Reports has some exceptions in character decoding?. Thank you for all the help that was posted. Our Environment : Windows Server 2003 - Remedy AR System Server 6.3 - Microsoft SQL-Server 2000 - Helpdesk 5.6 Application Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: adding status reasons to problems, PKEs
One of the BMC best practices for customizing attribute values for menu fields that was presented at the UserWorld 07 tutorials was to always use an odd number for any custom selection field values; BMC reserves all even numbers. If you had used 7001, 8001, and 9001 then they would not have conflicted with the additional attributes already defined in the other menu, although you usually have to define the custom values in every field where they might appear. What trips most people up is that there are many different forms that store the same data from a menu selection, and you have to find all of them and add the new attributes to each one. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Thursday, November 13, 2008 10:28 AM To: arslist@ARSLIST.ORG Subject: adding status reasons to problems, PKEs ** I'm working with ITSM 7.03 patch 7 and have run into an interesting issue. I can add a status reason to Prolelms and PKEs by adding it to SYS:Satatus Reason Menu Items and to the hidden status reason field, and they show up in the record fine. I've also done this: Make sure that selection code value for the status reason record entry on SYS:Status Reason Menu Items and the attribute ID on the hidden status reason field should be same. The problem is this: On the Problem Management Console (and the Overview Console) the wrong status reason shows up. For my new values it is showing the item out of the ConsolidatedStatusReason field with that same value, but for existing status reasons, it shows a different value. For example, these are the new status reason values for the PKE (I just added the 3 on the end): Duplicate 1000 No Longer Applicable 2000 Pending PIR 3000 Funding Not Available 4000 Pending Infrastructure Change 5000 Pending Third Party Vendor 6000 Pending Business Approval 7000 Under Analysis 8000 Verifying Permanent Solution 9000 And these are the values for the ConsolidatedStatusReason field: Known Error 1000 Unresolvable 2000 Knowledge Database 3000 Enhancement Request 4000 Duplicate Investigation 5000 Duplicate 6000 No Longer Applicable 7000 Pending PR 8000 Funding Not Available 9000 Pending Infrastructure Change 1 Pending Third Party Vendor 11000 Publish 12000 Reject 13000 Not Applicable 14000 When I choose my "Under Analysis" status reason, I see the "Pending PR" in the console, but when I choose the previously existing "Pending Infrastructure Change" status reason, I see the right thing (somehow it seems to convert the 5000 from the PKE status reason menu into a 1 in the consolidatedstatusreason menu). I'm sure I need to add my values to the ConsolidatedStatusReason attributes, but I am not sure where or how to add them so they will actually show up. I'm not sure how the previously existing status reasons are getting converted from one number to the other when mine are not being translated at all. I've tried just adding them to the end of the list, and it doesn't help at all. Does anyone have any idea how to handle this, or how it is converting the values that already exist from one value to another so they show up right? Thanks, Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: 2009 BMC World??
So much for budgeting... that's FY 2010 for some of us. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of John Sent: Tuesday, November 04, 2008 6:07 AM To: arslist@ARSLIST.ORG Subject: Re: 2009 BMC World?? ** http://www.bmcworldcommunity.com/conferences It says rescheduled to Oct, 2009. -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> On Nov 3, 2008, at 11:16 PM, Steven Pataray wrote: ** Has there been any rumors yet on when/where next years BMC World will be? It's budgeting time again and would like to make sure there is enough money. Mahalo's, Steve Pataray __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Who has done any password management while using AREA LDAP Authentication
If you use the 7.1 password management, it provides HIPPA-level security rules OOTB. You can make changes to lower the level of enforcement if you need to. When you switch to LDAP authentication, you are relying entirely on whatever password security is being enforced on the LDAP server; the ARS password management is inactive for that account since no password is being stored locally. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Kristina Hartman > Sent: Thursday, October 30, 2008 6:38 AM > To: arslist@ARSLIST.ORG > Subject: Re: Who has done any password management while using AREA LDAP > Authentication > > You would have to add some code and maybe a checkbox to the password > change page that users can use. > > Checkbox that says 'use LDAP authentication' or whatever wording your > users will understand. Checkbox being unchecked would allow the > password > reset (and set the check on the user account that says password rules > don't apply to this user). Checkbox being checked would disable the > password boxes, set the password to null, and set the check on the user > account so that password rules WILL apply. > > It's all very easy to talk about, probably not so easy to do. :) > > Not having worked with this area, I don't remember whether Remedy can > use strong password rules--but I thought it could. > > > Kristina Hartman > Distributed Systems > IT Global Infrastructure & Operations > 408-576-7890 > > -Original Message- > From: Danaceau, Chris [mailto:[EMAIL PROTECTED] > Sent: Wednesday, October 29, 2008 4:29 PM > Subject: Re: Who has done any password management while using AREA LDAP > Authentication > > Correct me if I'm wrong, but anyone with an LDAP account could update > their password (for instance to "password"). That would give them a > weak password, they would subsequently NOT authenticate through LDAP - > by virtue of having a non NULL password, and they would still not be > subject to any password management. To reiterate, this is a security > finding that we have to ENSURE strong password management. > > > -- > Chris Danaceau > This e-mail and its attachments are confidential and solely for the > intended addressee(s). Do not share or use them without Fannie Mae's > approval. If received in error, contact the sender and delete them. > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of strauss > Sent: Wednesday, October 29, 2008 10:31 AM > To: arslist@ARSLIST.ORG > Subject: Re: Who has done any password management while using AREA LDAP > Authentication > > All of our customer accounts (170,000) that are populated from LDAP > (and > authenticate to LDAP) get this checkbox selected as part of the > integration that creates their CTM:People and User records. The 300 > manually created and managed support staff accounts with local > passwords > are left subject to the OOTB password management rules. It was not > that > hard to separate the two types of users in our case, and they have been > coexisting with no apparent problems. One caution if you modify any of > the password management workflow - if you ever apply any patch to the > AR > Server using the installer, it will restore the original OOTB version > of > the password management workflow. > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > > -Original Message- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W > > Sent: Wednesday, October 29, 2008 9:10 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Who has done any password management while using AREA > LDAP > > Authentication > > > > On 7.1 there is the "Disable Password Management For This User" > > checkbox > > > > All you would have to do is to add code to set that field > automatically > > if the password is null > > > > Fred > > > > > > -Original Message- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling > > Sent: Wednesday, October 29, 2008 8:49 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Who has done any password management while using AREA > LDAP > > Authentication > >
Re: Who has done any password management while using AREA LDAP Authentication
All of our customer accounts (170,000) that are populated from LDAP (and authenticate to LDAP) get this checkbox selected as part of the integration that creates their CTM:People and User records. The 300 manually created and managed support staff accounts with local passwords are left subject to the OOTB password management rules. It was not that hard to separate the two types of users in our case, and they have been coexisting with no apparent problems. One caution if you modify any of the password management workflow - if you ever apply any patch to the AR Server using the installer, it will restore the original OOTB version of the password management workflow. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W > Sent: Wednesday, October 29, 2008 9:10 AM > To: arslist@ARSLIST.ORG > Subject: Re: Who has done any password management while using AREA LDAP > Authentication > > On 7.1 there is the "Disable Password Management For This User" > checkbox > > All you would have to do is to add code to set that field automatically > if the password is null > > Fred > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling > Sent: Wednesday, October 29, 2008 8:49 AM > To: arslist@ARSLIST.ORG > Subject: Re: Who has done any password management while using AREA LDAP > Authentication > > I haven't used Remedy's password management, but Roger's suggestion > sounds good if Remedy will let you evaluate the password field contents > in a qualification. I don't think it will let you directly do that, > though. > > If that's true, how about a naming convention on the utility accounts > that you could search against (i.e., util-1, util-2, etc.), or perhaps > even adding an (admittedly unsupported) selection field on the User > form > to mark the accounts you want to exclude. > > David D. > > > Review the OOTB workflow and determine if you can add a qualification > > where password is not null should work. > > > > > > > > -Original Message- > > From: Danaceau, Chris <[EMAIL PROTECTED]> > > To: [EMAIL PROTECTED] > > Sent: Wed, 29 Oct 2008 9:04 am > > Subject: Who has done any password management while > > using AREA LDAP Authentication > > > > ** ITSM 7, ARS 7.1 > > > > > > > > Our issue is that while our LDAP password rules are good, we have > > some accounts solely in Remedy (utility accounts) for which we need > > to enforce password rules. The password Management function does > > not look like an option. We'd need to keep it disabled for the LDAP > > folks (99%) which would be a logistical nightmare. I'm leaning > > towards disabling the password change abilities for all users except > > contact people admin. I'm on a short deadline to come up with a > > solution, and the volume of passwords we would have to manage would > > be minimal. > > > > -- > David Durling 706-542-0223 > Enterprise IT Services [EMAIL PROTECTED] > University of Georgia > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Web Reporting
We upgraded our Crystal Reports Professional copies to XI when 7.x came out, and are using the Crystal Reports Server XI that came bundled with it to serve up our reports for mid-tier. Before 7.x, we were using Crystal Reports Professional 9 with the bundled Crystal Enterprise 9 web server in exactly the same manner for the 5.1.2 and 6.3 mid-tiers. Version XI is where BO switched from providing 5 concurrent licenses with their bundled web server (all you needed to make mid-tier reporting work) to 5 named licenses, which does not work unless you tell mid-tier that it is talking to a BOXI server instead of a Crystal Reports Server. I am not sure what BO is shipping now, but in theory the web server bundled with Crystal Reports Professional should be all that you need to serve reports for the mid-tier, since we don't serve anything else (no one is accessing any crystal report natively, only those built into the ITSM application and available through the mid-tier). I'm not sure you will find anyone still working at BMC Remedy who understands this and can give you coherent advice. For many years we were told by support that Crystal Reports Professional was the correct low-cost answer since all you needed was the bundled web server with 5 concurrent licenses to serve up reports on the web; this was true using Crystal 8.5 and 9 with earlier versions of the mid-tier. You needed Crystal Reports Professional itself to edit any of the OOTB reports, or create custom ones for import into the application, so it was the perfect choice of products. When 7.x came out and required a 10 or XI level version of Crystal, whoever knew how that worked was already gone. It took me almost a year to convince support that the licensing had changed in XI and was causing problems for the mid-tier when using the settings they had specified in their documentation. They were working under the false assumption that everyone would have a full-blown, fully licensed version of Crystal Reports Server XI or BOXI available to them, and had not kept up with the web reporting server bundled with CR Professional. I would contend that CR Professional and its bundled web server should be the ONLY thing that you need to do reporting for mid-tier. It would be a gross imposition by BMC Remedy to expect that everyone must buy a more powerful (and expensive) version of the CR/BOXI web server than that just to serve up reports on the web. That function alone cannot justify the cost of a fully licensed BO web server, which is intended (and priced) for serving up complex, native crystal reports over its own interface, to users registered within its own security model. That's like using a .600 Nitro Express to hunt mice. You should investigate whatever BO is currently selling as Crystal Reports Professional and whatever web server is currently shipping with it. You may have to buy the current version but ask for an earlier version in order to get compatibility with ARS 7.x; I have not looked past the original distribution of XI. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bill Myers Sent: Tuesday, October 28, 2008 8:56 AM To: arslist@ARSLIST.ORG Subject: Web Reporting ** I attempted this post yesterday and did not see it on the list. I apologize if it is a repeat. We are looking at solutions for providing the ability to view, save to file and print Crystal Reports from the ARS 7.1 mid-tier (we do not currently use the mid-tier). I have received so much conflicting information and I was hoping someone would share their experiences. We have been told we need to spend anywhere from $600 to $100,000. We have a list of 6 - 8 products and versions that may or may not be workable. Obviously, we would like to spend as little money as possible. So, would anyone who has travelled this path be willing to share the details of their implementation including approximate costs and licensing requirements? I've contacted BMC support and of course was told to look at the product compatibility matrix. I have and I've looked at the mid-tier documentation. What it doesn't tell you is which supported application would be best suited to our implementation (small company with limited but growing reporting needs) and if there may be other un-supported apps that could do the trick. Of course, the vendors want to sell you the Cadillac when a Yugo would suffice. Thanks! ARS 7.1 (unpatched at present) on Windows Oracle 10.2 on Linux ARS 7.1 mid-tier on Linux Completely custom applications Bill Myers Remedy Developer Datacraft Solutions, Inc. [EMAIL PROTECTED] (p) 919-667-9804 (f) 919-682-5986 __Platinum Sponsor: www.rmsportal.com ARSlis
Re: Adding days to a Date field in a qualification doesn't work
There was a native Macintosh client through version 3.2. It was one of the reasons we originally bought the product. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer L > Sent: Tuesday, October 28, 2008 8:22 AM > To: arslist@ARSLIST.ORG > Subject: Re: Adding days to a Date field in a qualification doesn't > work > > Mark, > > I know there was a Unix Client and a Windows Client, I will have to > guess on the 3rd client--Linux? > > Jennifer Meyer > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Mark Milke > Sent: Tuesday, October 28, 2008 6:56 AM > To: arslist@ARSLIST.ORG > Subject: Re: Adding days to a Date field in a qualification doesn't > work > > > An easy way to do this is to use the multipliers. You will also need > to > > use $TIMESTAMP$ > > > > 'my_date_field' > ($TIMESTAMP$ + (60*60*24*182)) > > > > $TIMESTAMP$ returns the number of seconds elapsed since midnight > > Coordinated Universal Time (UTC) of January 1, 1970. > > > > Guess what platform Remedy ARS was first built upon? That's right > UNIX. > > There used to be 3 clients. Anyone know what they were? Note: Remedy > ARS > > was built before there was a Public Internet. Come to think of it, > there > > may have been 4 clients at one time, but there may not have been one > for > > IBM OS/2. > > > > When you do it this way, you can substitute a $variable or a number > > whenever you like. > > I've tried that too, of course. When your my_date_field is a DATE > field the example you're showing will n o t work. > At least on my 6.3 patch 024 it just doesn't work. > > Thanks anyway! > Mark > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Email Engine stops sending Emails
I would call it clueless as well as stateless; we have had plenty of trouble with it (7.1.00.002 and 004 on Win2K3 Ent x64). If the service crashes it can be set to restart (at the service level), but more often than not it crashes the java and the service hangs in a state where it cannot stop, much less restart properly. As far as connecting to the mailbox, it will lose its connection (MAPI) to my Exchange server whenever that service stops to run a backup, and note the error in the AR System Email Error Logs, but since the service is still running it just picks up the connection again on the next polling cycle. The service has to be running, or it will not try to reconnect; there isn't anything like the armonitor that is trying to restart the aremaild if it dies. The problem is always when the aremaild process hangs with a java error, usually without crashing the Windows service so that it can detect the stop and attempt a new start. Support has us on a debug build of 7.1.00.004 right now that behaves strangely, but is not crashing unless I induce that by sending it one incoming email message that has proven deadly (why that one, we don't know - we think it has hidden characters in it or something). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading > Sent: Tuesday, October 21, 2008 1:07 PM > To: arslist@ARSLIST.ORG > Subject: Re: Email Engine stops sending Emails > > Remedy is stateless as far as client/server. I don't know however if > the java email process is stateless as well. Anyone? > > > Darrell Reading Systems Engineer > Phone 479.204.5739 > [EMAIL PROTECTED] > > Wal-Mart Stores, Inc. > 805 Moberly Lane, MS-0560-68 > Bentonville, AR 72716 > Save Money. Live Better > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Bala Patel > Sent: Tuesday, October 21, 2008 09:59 > To: arslist@ARSLIST.ORG > Subject: Re: Email Engine stops sending Emails > > Hi, > > Yes, I see that it lost connection to the smtp sever. I would think > that if the email engine would have an issue with connecting then it > would try again per the polling setting. > > Thanks, > > Bala > > > > - Original Message > From: "Chowdhury, Tauf" <[EMAIL PROTECTED]> > To: arslist@ARSLIST.ORG > Sent: Tuesday, October 21, 2008 10:42:47 AM > Subject: Re: Email Engine stops sending Emails > > ** > Bala, > Have you checked for any entries in the AR > System Email Error Logs form? > Do you have any mail filtering appliances > that are relaying your messages? > > TaufChowdhury |ForestLaboratories, Inc. > Sr. Analyst > Office: > 631.858.7765 > > > > > From:Action Request > > ___ > _ > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > - > ** > This email and any files transmitted with it are confidential and > intended solely for the individual or entity to whom they are > addressed. If you have received this email in error destroy it > immediately. > ** > Wal-Mart Confidential > ** > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Production SQL Server Problem
I will be very interested to learn if this was a hardware problem, since my management is insisting that I move from HP to Dell hardware. I have not seen any problems with our SQL Server 2005 SP2 x64 (Standard) db, but after 5 months in production the ARSystem db is still only 4.3 gb in size. We have 162,680 defined customers, but historically our ticket volume is comparatively light - I only had to move 100,000 archived tickets from the 5.x system to 7, which was everything entered after our first 3.x system went live in 1998. That is growing now that we are on 7.x and have a better self-service portal in Kinetic Request, but I only have 300 support staff and some of the support areas are very light users. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jeff Lockemy (Northrop Grumman Mission Systems) Sent: Sunday, October 12, 2008 10:37 AM To: arslist@ARSLIST.ORG Subject: Re: Production SQL Server Problem ** Well, we have SQL Server 2005 running with a restored copy of the 45GB ARSystem database on a DELL PowerEdge 1950. It is looking good. So I suspect that the problem may be with the PowerEdge 2850. Perhaps the way that the system or RAID does caching. Who knows. I'm keeping my fingers crossed. From: Jeff Lockemy (Northrop Grumman Mission Systems) [mailto:[EMAIL PROTECTED] Sent: Saturday, October 11, 2008 12:15 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Production SQL Server Problem Hi Rick, We haven't gone back to a previous back-up yet. We do have SQL 2005 pretty much running bare as we can. I have DTS working on pulling data out of one restore of the database, to see if I can rebuild a new database fresh (to eliminate database corruption as being a culprit). I also have another restore on a different type of hardware that I am going to try to get Remedy online with to dump some of the key tables from another copy of the restore. My key concern right now is the data, then I can tackle getting things rebuilt, back online and service restored. Mainly was looking to see if anyone knew of any known issues with SQL Server 2005. But I appreciate any suggestions... Best regards, Jeff From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Saturday, October 11, 2008 11:49 AM To: arslist@ARSLIST.ORG Subject: Re: Production SQL Server Problem ** Maybe not - the times I've seen that are when a DB action is taken against the DB row containing the problem. I suppose an index build or rebuild might be a potential trigger, if that's the real problem, but that's grasping a bit. Is it possible to bring the DB online a piece at a time, or with selected features turned off? Do previous backups have the same problem? Rick On Sat, Oct 11, 2008 at 11:41 AM, Jeff Lockemy (Northrop Grumman Mission Systems) <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** Hi Rick, Thank you for the response. This all happens before we even bring the AR System application online. Do you think it could still be that? Regards, Jeff From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Rick Cook Sent: Saturday, October 11, 2008 11:17 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Production SQL Server Problem ** Jeff, turn on your SQL logs next time you put it on line - it may point to a workflow or data issue (i.e. a field overflow) that's causing this. I've seen that happen. Rick On Sat, Oct 11, 2008 at 10:56 AM, Jeff Lockemy (Northrop Grumman Mission Systems) <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** Listers! We have a problem with a production SQL Database Server. We are running SQL Server 2005 Enterprise Edition SP2 on Windows Server 2003 Enterprise Edition SP2, on a Dell PowerEdge 2850. When we bring our ARSystem database online (45GB), it may run for a while but then without warning the system will lock-up, then blue screen and reboot. After the reboot, the database is corrupt and must be restored again from back-up. We have ensured that all of our drivers and firmware are up-to-date on the servers, and are staging a different PowerEdge model to eliminate the 2850 server hardware as being suspect. At this point we still don't know if it is a O/S, SQL Server, database or system problem. Has anyone seen any problems like this with SQL 2005? Any suggestions on where else we might look? Thanks in advance... Jeff Jeff Lockemy QMX Support Services __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor
Re: Issue with Product Name
That bug's been around for a while, and is still unfixed in patch 007. It looks like I just happened to catch it and correct it in February, when I was adding Corporate ID and Login_ID to the fields set On Open as part of the process of re-enabling those two values across the entire application, so we have never experienced the problem that you have. I probably reported it, too, along with a host of other things that I had to fix before we went live, but that was when BMC Support was at a historic low in performance. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Friday, October 10, 2008 8:54 AM To: arslist@ARSLIST.ORG Subject: Re: Issue with Product Name ** actually after a little bit of research I found out what the issue is. It is a defect with BMC's out of the box code. If you look at the active link HPD:INC:VISAction_141_ModifyGoToClosureDlg There is a wrong mapping in the open window if action. It sets the $Product Name$ to the $Product Model/Version$. This only affects you if you are using the accelerator bar though. If any of your users are using this I would check this out. Kevin Begosh, RSP External Initiatives System Design & Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris Sent: Friday, October 10, 2008 8:21 AM To: arslist@ARSLIST.ORG Subject: Re: Issue with Product Name ** Hmm... I would expect logging to show this. Did you turn on filter AND active link logging? We're on patch 6. Seen a lot of defects, this was not one of them. -- Chris Danaceau This e-mail and its attachments are confidential and solely for the intended addressee(s). Do not share or use them without Fannie Mae's approval. If received in error, contact the sender and delete them. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Begosh, Kevin Sent: Thursday, October 09, 2008 4:03 PM To: arslist@ARSLIST.ORG Subject: Issue with Product Name ** Hi all, I am having an issue with Remedy in that when a incident is resolved the product name field is being blank out. This is nothing I did, so it is out of the box code. We are on AR Server 7.1 patch 3, Server Desk 7.03 patch 7, and SQL 2005 server, and Windows 2003 AR Server. I have logging but it is not really showing anything. Kevin Begosh, RSP External Initiatives System Design & Integration 301-791-3540 Phone 410-422-3623 Cell [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Copy Prod Environment to Dev Environment
Response Field Mapping Select the Mapped Attribute, then Change the External Data Store Field from RunUpdate to RunUpdateDev, then click Modify Update the Query - Data Key Query - External Data Store Query Change "RunUpdate = 1 AND RIGHT(workforceID,1) = 0" to "RunUpdateDev = 1 AND RIGHT(workforceID,1) = 0" Save and Close Open the Data Exchanges Open each active Data Exchange Re-select the Instance Name so that the In the Connection Settings, change to the default destination AR Server = Yes (after reinstall of AIE) since record is still .fqdn. OTHERWISE THE DATA WILL BE PUSHED TO THE WRONG SERVER Save the Data Exchange Record AIE is a huge pain, and if you forget a step your first development data run will update the production AR server customers instead of the development ones. It's always exciting to kick off a test process and watch the wrong server respond! I didn't document it at the time, but in a previous iteration last winter, just before implementation, I restored production to development and worked on testing SLAs. As I recall they all had to be rebuilt, including the data sources, service agreements, and service targets with milestones, after the db had been restored, but I won't have notes on that until I do some work with SLM on the current dev server. Anyone else who has fought their way through this, please contribute to the list of knobs one has to turn afterwards. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ITSM 7.0.02.007 (Incident, Problem, Change Management); Remedy Knowledge Mgmt 7.2.00.001(1702); Service Level Mgmt 7.1.00.01+, AIE 7.1.00.003+; Kinetic Request 4.0.3.3, Survey Lite 4.0.3.3, Calendar Lite 1.2+; on AR Server, Approval, Assignment, Mid-Tier, and Flashboards 7.1.00.002 (AREmail Patch 004 debug) on: Win2K3 Ent x64 Sp2 / SQL Server 2005 x64 Sp2 > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Savant, [EMAIL PROTECTED] > Sent: Thursday, October 09, 2008 9:56 AM > To: arslist@ARSLIST.ORG > Subject: Re: Copy Prod Environment to Dev Environment > > One other item worth mentioning: Support is adamant that they will not > officially support the database copy method. You can do it and they > will still provide support, but if the underlying root cause of the > problem turns out to be a direct result of the database copy, they will > NOT provide a fix. They did say that they would ask Engineering what > it would take to make it officially supported, but nothing has come of > it yet. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Progress Bar on New
..also, your screen shot makes it look like you have customized the Incident form view somewhat. If so, there is always that chance that you have changed the layering of objects in the view and hidden the button under something else. Things like that usually require that you re-save the form, sometimes after forcing a change in the object layer order, then flush the mid-tier cache and force a reload. ARS 7.0.01.002 (which would be ancient) or 7.1.00.002 (which we are on)? ITSM 7.0.0x.002 is ancient (2006) Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau Sent: Thursday, October 09, 2008 8:03 AM To: arslist@ARSLIST.ORG Subject: Progress Bar on New Importance: High ** Hi all, Trying to do some training on the web and users noticed that the Progress bar is not selectable on new. Modify is fine, New is not there. Web, no drop down: [cid:image001.jpg@01C929F5.AF9A4860] Client side: [cid:image002.jpg@01C929F5.AF9A4860] Anyone ever run into this issue something not showing up in the web? The Changes show up in the web with out issue. Just the Incidents are having an issue. Thanks Tim __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <><>
Re: Progress Bar on New
I actually remember something like this from 2006 or so... in a very early version of ITSM 7 on mid-tier 7.0.01. I think the drop down was visible, but did not work at all. I seem to recall one of the early patches fixed it. What patch levels of mid-tier and ITSM 7 are you running? I certainly hope that BMC has not managed to re-introduce a problem in a new patch (there has been some of that, of late). Shawn's suggestion is certainly worth a try. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau Sent: Thursday, October 09, 2008 8:03 AM To: arslist@ARSLIST.ORG Subject: Progress Bar on New Importance: High ** Hi all, Trying to do some training on the web and users noticed that the Progress bar is not selectable on new. Modify is fine, New is not there. Web, no drop down: [cid:image001.jpg@01C929F3.CC9D9180] Client side: [cid:image002.jpg@01C929F3.CC9D9180] Anyone ever run into this issue something not showing up in the web? The Changes show up in the web with out issue. Just the Incidents are having an issue. Thanks Tim __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <><>
Re: Wiki information website
Based on the dearth of other responses to this post, it doesn't sound like there's anything out there yet that can provide an easy path to an integrated wiki without considerable local investment of resources and effort to do a custom build. Maybe we can hope for a Kinetic "wiki Kit" or something like that. They seem to have some very good answers for the customer contact interface, which is where the wiki would sit. Or maybe BMC could extend their knowledgebase product to be more like a content management system with a wiki-style interface. After all, if it were built to work directly with ARS, the data content could be stored transparently in ARS forms, in whatever database you already support for the AR system, and ARS could handle all of the necessary user authentication and permissions. The need to add an additional OS, database, and authentication process to my environment just for a third-party or open-source wiki would be a showstopper in and of itself. I suppose that an alternative solution would be to use the .NET interface and build links into SharePoint, which seems to be really taking off in the content management space, but that's just one more development environment to master and work in, or to have to hire more staff to support (good luck with that right now). I'd _much rather_ have a system where the development and management are in a Remedy ARS application, and the content is served up by a custom web application that can stand alone (and not on mid-tier) or be incorporated into forms via view fields - just like the Remedy Knowledge Management app or the various Kinetic Data products. Of course the big question is, if someone builds it, will we buy it? At a university, the alternative has always been to hire a part-time business computing or computer science student who needs a programming project and turn them loose. We have loads of their orphaned, home-brewed vertical applications limping along around here, often for years after the author has graduated. Given that as my only choice, I'll do without. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black > Sent: Wednesday, October 08, 2008 9:37 PM > To: arslist@ARSLIST.ORG > Subject: Re: Wiki information website > > Kais, > > I am sorry to point out that "integrate" is a very big and vague word. > So to say that a WIKI (web site) integrates with an application could > mean a lot of things. > ) The content of the Wiki is created/stored/accessible (or maybe > just some combination of those things) via the application. (or visa > verse) > ) The WIKI has links that allow you to "branch into" (maybe using a > single sign on design) the application (or visa verse) > ) The UI for the Wiki site resembles the application UI. > ) or many other ideas too... > > > For what it is worth, I have not seen any such commercial offering. > Nor have I seen any open sourced solution. However, ARS has a C, Java, > (and if you want to use a third party supported API: Perl, and I think > someone started a PHP library out there to.) API interfaces. All of > these API interfaces would require the web server to be on a > "supported OS" for the AR System platform too. So any Wiki that is > based on one or more of those languages has a shot a integrating with > ARS without building a "middle man" interface between it and ARS. > (Like using web services, command line interfaces, etc...) > > Hope that helps. > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > > > On Mon, Oct 6, 2008 at 4:43 PM, Kais Albassir > <[EMAIL PROTECTED]> wrote: > > ** > > Hi Matt, > > > > They are looking for a new product for the Wiki, so PHP and MySQL > would > > certainly be an option, or MSSQL as database. What important is is > that it > > will integrate with their AR System application. All suggestions and > > experiences are welcome. > > > > Kaïs > > > > Matt Reinfeldt wrote: > > > > ** > > > > It would be nice to know what language and backend the Wiki has... I'm > > assuming PHP and MySQL, as those are kind of a standard for that > toolset, > > but you never know... > > > > > > > > Matt R. > > > > > > > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PRO
Re: How would you define this Service Target
Interesting challenge (and I need a break from AIE-related workflow). Can you set up a service target using an associated business time entity and related segment for each hour of the work day? Request Arrival Must be Done byGoal 9-10 AM 4 PM 6 hrs 10-11 AM 4 PM 5 hrs 11-12 AM/PM 4 PM 4 hrs 12-1 PM 4 PM3 hrs 1-2 PM4 PM2 hrs 2-3 PM4 PM1 hr 3-4 PM4 PM.25 hrs 4-5 PM4 PM next day 7 hrs Show them this, and they might feel like revisiting their policy! You still have to figure out where to put the milestones in each one of these, and any notifications will have to match the times. My helpdesk manager did something like this to nag his staff about tickets at multiple times as time elapses, at intervals inside the standard SLA we have for all customer incidents, but he did not need staggered goal times. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Wednesday, October 08, 2008 1:36 PM To: arslist@ARSLIST.ORG Subject: How would you define this Service Target ** I'm helping a bank do some SLM work. One of their groups has an internal SLA that says certain types of requests received by 4PM have to be completed the same day. Otherwise they need to be completed by 4PM the next day. There really is no length of time ST associated with the Incidents in this case. I thought about setting up a separate calendar for this ST that was 9am-4PM (their hours are actually 9am-5pm M-F) and a ST that said 7 hours - but that doesn't really solve the problem. Issues registered after 4PM the next day somehwere between 3 and 4PM would show up as due. There's a bunch of similar ways to try to address the problem but none work well. Basically I think this is a policy issue that needs to be clarified and then transformed into ST terms - but I'm open to creative ideas. The closest I can come is to have a 1-hour ST for this with business hours that are 9-5. This still doesn't really address the issue though because they want up to 4PM on any given day to fulfill requests that came in after 4:00PM the previous day and requests for the current day that came in prior to 4pm. William Rentfrow Principal Consultant, StrataCom Inc. [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> 701-306-6157 C __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Thread crashing on AR Server
While we are throwing bizarre errors around... maybe someone who has more experience reading sql logs will spot something interesting, or can explain what is happening here. Last night I migrated an update to my data integration workflow (filters) that load data using AIE and then push it into CTM:People, CTM:People Permission Groups, User, and several other supporting forms. This was modified and heavily tested (ran about 50,000 records against it in 10 AIE runs of 5,000+ records), plus an escalation that created 8,000 more records, on my development server which is a clone of the production db on a slightly less capable server. The original code has been running since February 2008, before we went live in May. When I ran the same data exchanges from the same data on the production server it managed to induce several crashes of the thread designated for AIE, and of the AIE service. Here is a block from my arerror.log: Tue Oct 07 01:34:47 2008 : Action Request System(R) Server Version 7.1.00 Patch 002 200802011900 (c) Copyright 1991-2007 BMC Software, Inc. Tue Oct 07 02:03:30 2008 390694 : Failure during SQL operation to the database (ARERR 552) Tue Oct 07 02:03:30 2008 The COMMIT TRANSACTION request has no corresponding BEGIN TRANSACTION. (SQL Server 3902) Tue Oct 07 02:03:30 2008 390694 : AR System server terminated -- fatal error encountered (ARNOTE 21) Tue Oct 07 02:58:35 2008 390694 : Failure during SQL operation to the database (ARERR 552) Tue Oct 07 02:58:35 2008 The COMMIT TRANSACTION request has no corresponding BEGIN TRANSACTION. (SQL Server 3902) Tue Oct 07 02:58:35 2008 390694 : AR System server terminated -- fatal error encountered (ARNOTE 21) RPC Queue 390694 is a private queue that all of the AIE Data Exchanges are defined to use. It was 2 min 4 max but during troubleshooting I dialed it back to 1 and 1 and have left it there. I can find no errors at all in the filter logs, but they are visible in the sql logs: Lines start with SET commands. A separate escalation that created 8,000 people and user record pairs from updated source records (using the same filters fired from AIE) took an hour, but did not generate any errors at all. There were never any errors recorded on the remote SQL Server (2005 x64 Sp2). It only occurred in a couple of instances, during 3 of the first 5 data exchanges I ran out of 10 defined, using the same data source that were used to test on development. I have an issue open on this, of course, since it crashed the thread several times and I have not seen anything quite like this before. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Another Issue with 7.1 Mid-Tier Patch 3/4
More specific than that... and we are on Tomcat 5.5.26 which is a contributing factor to the 9350 error: Issue: Issue Summary: receiving 9350 error when trying to save a task via the midtier ...and A form definition has been changed, so unable to retrieve data. Please contact administrator (ARERR 9352) (does not occur in User Tool) Response (eventually): "This is due a defect: "SW00285864 BMC Remedy Mid Tier sporadically returned an error: A form definition has been changed, so unable to retrieve data, even though the form definition had not changed." fixed in patch 5. Please update your Mid-Tier to Patch 5 and retry." Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Tuesday, October 07, 2008 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Another Issue with 7.1 Mid-Tier Patch 3/4 ** What kind of errors are you having in form definition change? The reason I am asking is that we are running MT 7.1 Patch 3 here, and we do have problems sometimes when a new column is added to a table field (null pointer assignment). I cannot say for certain if this happens on additions of other fields too as I am yet to determine all the reasons why I get that error. This error goes away after manually flushing the cache. Also I have reasons to believe that if you have persistent cache turned on, and if in case you do restart the web server daemon, the object invalidation counter probably gets reset? I noticed on one of our forms, the changes to the definition weren't yet caught by the mid tier way after the invalidation interval, and the only reason I can think of is that this counter gets reset everytime the web server daemon is restarted. Is your problem something similar? Joe - Original Message From: strauss <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Tuesday, October 7, 2008 3:33:57 PM Subject: Re: Another Issue with 7.1 Mid-Tier Patch 3/4 ** Do you know if it has been fixed in the soon-to-be-released patch 005??? I’m waiting on that to solve a problem with form definition change errors. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault Sent: Tuesday, October 07, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Another Issue with 7.1 Mid-Tier Patch 3/4 ** All, Got another issue with the 7.1 Mid-Tier Patch 3 and Patch 4. Have Created an Issue with BMC: ISS03343227 Will let you know when I have a defect ID and what that Defect ID is. MS Server 2003 IIS 6 (I think) Apache/Tomcat Mid-Tier 7.1 Patch 3 (and tested with Patch 4). It appears there is a problem with how ViewFormServlet handles the User Time Zone and passed in Field Parameters. Here’s the situation: We send emails from our system. In those Emails we include a URL. This URL includes parameters for the Incident #, Server, Mid-Tier, View, UserName, Password and some other field values. Well, the first time that a person clicks on the link, it appears that ViewFormServlet is wiping out all the passed field parameters with this: usertimezone=America%2FChicago. Well, the second time the user clicks on the link it all works fine and brings up the incident without issue. So, Hazarding a guess, it looks like the first time, it tries to find the User’s TimeZone in the cache based on the URL that was supplied, Doesn’t find it and slaps that over the top of the other parameters, then Caches the Timezone. Next Time the person clicks on the link, it pulls the timezone out of the cache and works correctly. For example: You give the URL: http://MID_TIER_SERVER/arsys/servlet/ViewFormServlet?form=FORM_X&view=VIEW_X&server=AR_SERVER&username=Bozo&pwd=TheClown&F100868=1&F202916=&F1990001=IncidentEmail&?mode=Query<http://mid_tier_server/arsys/servlet/ViewFormServlet?form=FORM_X&view=VIEW_X&server=AR_SERVER&username=Bozo&pwd=TheClown&F100868=1&F202916=&F1990001=IncidentEmail&?mode=Query> It will translate into the following URL: http://MID_TIER_SERVER/arsys/forms/AR_SERVER/FORM_X/VIEW_X/?usertimezone=America%2FChicago&cacheid=25255df7<http://mid_tier_server/arsys/forms/AR_SERVER/FORM_X/VIEW_X/?usertimezone=America%2FChicago&cacheid=25255df7> Then if you click on the link a second time it works. Also, If you pass the usertimezone parameter in on the first URL it will also work fine. The problem with that is now you are hardcoding a specific timezone into the URL. That won’t work for us as we could have a person in the US, sending this link to some one in India and it needs to pick up
Re: Another Issue with 7.1 Mid-Tier Patch 3/4
Do you know if it has been fixed in the soon-to-be-released patch 005??? I'm waiting on that to solve a problem with form definition change errors. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault Sent: Tuesday, October 07, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Another Issue with 7.1 Mid-Tier Patch 3/4 ** All, Got another issue with the 7.1 Mid-Tier Patch 3 and Patch 4. Have Created an Issue with BMC: ISS03343227 Will let you know when I have a defect ID and what that Defect ID is. MS Server 2003 IIS 6 (I think) Apache/Tomcat Mid-Tier 7.1 Patch 3 (and tested with Patch 4). It appears there is a problem with how ViewFormServlet handles the User Time Zone and passed in Field Parameters. Here's the situation: We send emails from our system. In those Emails we include a URL. This URL includes parameters for the Incident #, Server, Mid-Tier, View, UserName, Password and some other field values. Well, the first time that a person clicks on the link, it appears that ViewFormServlet is wiping out all the passed field parameters with this: usertimezone=America%2FChicago. Well, the second time the user clicks on the link it all works fine and brings up the incident without issue. So, Hazarding a guess, it looks like the first time, it tries to find the User's TimeZone in the cache based on the URL that was supplied, Doesn't find it and slaps that over the top of the other parameters, then Caches the Timezone. Next Time the person clicks on the link, it pulls the timezone out of the cache and works correctly. For example: You give the URL: http://MID_TIER_SERVER/arsys/servlet/ViewFormServlet?form=FORM_X&view=VIEW_X&server=AR_SERVER&username=Bozo&pwd=TheClown&F100868=1&F202916=&F1990001=IncidentEmail&?mode=Query<http://mid_tier_server/arsys/servlet/ViewFormServlet?form=FORM_X&view=VIEW_X&server=AR_SERVER&username=Bozo&pwd=TheClown&F100868=1&F202916=&F1990001=IncidentEmail&?mode=Query> It will translate into the following URL: http://MID_TIER_SERVER/arsys/forms/AR_SERVER/FORM_X/VIEW_X/?usertimezone=America%2FChicago&cacheid=25255df7<http://mid_tier_server/arsys/forms/AR_SERVER/FORM_X/VIEW_X/?usertimezone=America%2FChicago&cacheid=25255df7> Then if you click on the link a second time it works. Also, If you pass the usertimezone parameter in on the first URL it will also work fine. The problem with that is now you are hardcoding a specific timezone into the URL. That won't work for us as we could have a person in the US, sending this link to some one in India and it needs to pick up that person's local timezone. Bottom Line ViewFormServlet is not picking up the TimeZone from the user's PC and handling it correctly. Thanks, Matthew Perrault __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Notifications Slow
I don't think so - that field in NTE:Notifier is not populated with a value if the record is for a customer. All of our customers have Remedy Login Names, and that is not a problem for notifications. Look at the workflow that is creating the NTE:Notifier entry. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of lee Sent: Wednesday, October 01, 2008 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: Notifications Slow What is the reasoning behind BMC's workflow for NTE:NTS:Email_200_SystemNT vs NTE:NTS:Email_200_Customer-NT? I can see that to be identified as a customer, Remedy Login Id = NULL. But for multitenancy, I cannot give customers an association to a company if the Remedy Login id field is blank. So in order for the NTE:NTS:Email_200_Customer-NT to work for endusers, I need to change Remedy Login Id = $NULL$ to Support Staff = No? On Oct 1, 2:45 pm, Joe DeSouza <[EMAIL PROTECTED]> wrote: > Since you are storing your notifier logs on your disk as files, have you > checked for available space on disk? If you are running out of it, that could > cause potential problems till the extent you might start getting > miscellaneous tli errors - failure to connect.. The client when it makes a > connection to the server has the server process information through temp > files that are built on the server side. These files on windows server are > generated in the windows temp directory and in the /tmp directory in UNIX. > The files get deleted as soon as the processing is completed. > > If the server is running short on disk space, the process takes a while to > find available free space to create the file, and in due time when the disk > fills out cannot create this file at all resulting in the miscellanous tli > errors.. > > Joe > > > > - Original Message > From: Timothy Rondeau <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] > Sent: Wednesday, October 1, 2008 2:05:22 PM > Subject: Re: Notifications Slow > > ** > Emails get deleted, this is the Notifier > Log which this goes through. All messages are stored. We are currently > looking at best practices to archive the LOG, but still set this up so users > can search. > > > > From:Action Request > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "Where the Answers Are"- Hide > quoted text - > > - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Any One ever seen "The Form is missing application licensing information" ARERR 9861?
No, we have never purchased DSO. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Wednesday, October 01, 2008 2:12 PM To: arslist@ARSLIST.ORG Subject: Re: Any One ever seen "The Form is missing application licensing information" ARERR 9861? ** Thanks, I just found out the customer owns a license and will try it based upon your experience. Also Chris have you tried to use DSO with ITSM 7? Thanks again, hbr On Wed, Oct 1, 2008 at 1:44 PM, strauss <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** I have been pounding on ITSM 7 servers using Migrator for several years now - it works like a champ! I do always set it to NOT migrate any required objects (Tools - Options - Migration - Required Objects - set all to "No") so that it won't try to bring along something I don't want. I use it to move customizations into production, and more importantly, to move customizations from production back to development after I install an ITSM patch that overwrites them, and again from development to production once I apply that same patch on production. I had to do that complete process to move from patch 006 to 007, and will do the same to get to 008. I would NOT want to even attempt it without Migrator to identify changes and then help clean up afterwards. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Howard Richter Sent: Wednesday, October 01, 2008 12:32 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Any One ever seen "The Form is missing application licensing information" ARERR 9861? ** Christopher, Thanks, but will Migrator work with ITSM 7? I remember reading something about issues using Migrator with ITSM 7. Thanks again, Howard On Wed, Oct 1, 2008 at 1:23 PM, strauss <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** In my experience, importing a form def over the same form that is part of a deployable application will break the link to the deployable application, and break the entire application if it is a central form. The same is true of other objects. To avoid this, use Remedy Migrator or an equivalent application to move your changes. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Howard Richter Sent: Wednesday, October 01, 2008 12:19 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Any One ever seen "The Form is missing application licensing information" ARERR 9861? ** All, I have an ITSM dev system that has modified the HPD:Help Desk form and I am moving it to our QA system. Now at this point there is no data, so I thought I could just export the HPD:Help Desk form from one system and import it to the other. That worked, however when I try and open up the Incident Management Console or the Incident form itself I get the ARERR 9861 error. Both systems are licenses, any ideas? -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Any One ever seen "The Form is missing application licensing information" ARERR 9861?
I have been pounding on ITSM 7 servers using Migrator for several years now - it works like a champ! I do always set it to NOT migrate any required objects (Tools - Options - Migration - Required Objects - set all to "No") so that it won't try to bring along something I don't want. I use it to move customizations into production, and more importantly, to move customizations from production back to development after I install an ITSM patch that overwrites them, and again from development to production once I apply that same patch on production. I had to do that complete process to move from patch 006 to 007, and will do the same to get to 008. I would NOT want to even attempt it without Migrator to identify changes and then help clean up afterwards. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Wednesday, October 01, 2008 12:32 PM To: arslist@ARSLIST.ORG Subject: Re: Any One ever seen "The Form is missing application licensing information" ARERR 9861? ** Christopher, Thanks, but will Migrator work with ITSM 7? I remember reading something about issues using Migrator with ITSM 7. Thanks again, Howard On Wed, Oct 1, 2008 at 1:23 PM, strauss <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** In my experience, importing a form def over the same form that is part of a deployable application will break the link to the deployable application, and break the entire application if it is a central form. The same is true of other objects. To avoid this, use Remedy Migrator or an equivalent application to move your changes. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Howard Richter Sent: Wednesday, October 01, 2008 12:19 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Any One ever seen "The Form is missing application licensing information" ARERR 9861? ** All, I have an ITSM dev system that has modified the HPD:Help Desk form and I am moving it to our QA system. Now at this point there is no data, so I thought I could just export the HPD:Help Desk form from one system and import it to the other. That worked, however when I try and open up the Incident Management Console or the Incident form itself I get the ARERR 9861 error. Both systems are licenses, any ideas? -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Any One ever seen "The Form is missing application licensing information" ARERR 9861?
In my experience, importing a form def over the same form that is part of a deployable application will break the link to the deployable application, and break the entire application if it is a central form. The same is true of other objects. To avoid this, use Remedy Migrator or an equivalent application to move your changes. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Wednesday, October 01, 2008 12:19 PM To: arslist@ARSLIST.ORG Subject: Any One ever seen "The Form is missing application licensing information" ARERR 9861? ** All, I have an ITSM dev system that has modified the HPD:Help Desk form and I am moving it to our QA system. Now at this point there is no data, so I thought I could just export the HPD:Help Desk form from one system and import it to the other. That worked, however when I try and open up the Incident Management Console or the Incident form itself I get the ARERR 9861 error. Both systems are licenses, any ideas? -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Installing the AR SQL database question...
I prefer to use a Domain account for the ARSystem database - theoretically it provides more security than a local SQL Server account, and I normally disable the sa account as soon as SQL Server is installed. This may be paranoia from the days of SQL Server 2000 on Windows Server 2000 with no firewalls, but I'd rather err in the direction of more secure as long as it does not cause other problems. This might be an issue if your active directory services are shaky, but if you are running Exchange for your mail, they had better not be. I am convinced that it is more secure than using a local SQL Server account, unless the AR server is on the same box as the SQL Server and it is restricted to local connections only. If you use the domain account, remember to add it to your SQL Server instance Security Logins and give it a dbcreator role. You will probably have to make it a member of the local administrator group on the AR server as well (NOT on the SQL Server if it is on a separate box). Then log in to the domain with that account from the AR server console to run the installation; it will create the AR service with this domain user, something that versions of the installer before 7.x had problems with. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, September 26, 2008 2:34 PM To: arslist@ARSLIST.ORG Subject: Installing the AR SQL database question... ** When you set up the SQL database for the ARServer is it better to use one of SA or Domain Account or an impersonated account when you do the setup? Will either one work equally well or will there be issues? I read through chapter 6 of the "Installing the AR System with Micrsoft SQL Server". Thank you. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: OT:Friday Humor
...and Hussein Obama wanted to speed up the debate before his deportation order to Indonesia goes through. Joe Biden wants to put the debate off until he can figure out where Alaska is... he thought it was a baked desert he got in Rhode Island once, and you definitely can't see it from Dover. ...etc. You might want to lay off the politics - most of us have completely lost our sense of humor for it after several years of non-stop campaigning. I have to put up with enough of this already from the obomorons down the hall, thank you very much. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gidd Sent: Friday, September 26, 2008 12:33 PM To: arslist@ARSLIST.ORG Subject: OT:Friday Humor ** "John McCain showed up without running mate Sarah Palin, which is a shame because she actually has a lot of experience with financial matters. You know, she lives right next to a bank." "John McCain wants to suspend his debate with Barack Obama until the economic crisis is over. And Sarah Palin wants to suspend her debate with Joe Biden until she can find Europe on a map." "President Bush has been speaking out about the Wall Street bailout. And today, a reporter asked him what he planned to do about AIG. Yeah. Bush got upset and said, 'Why does everyone always spell in front of me?'" "Here's good news: George W. Bush says that he is committed to fighting global warming. Yeah, well, he nipped that in the bud, didn't he? ... President Bush says he's really going to buckle down now and fight global warming. As a matter of fact, he announced today he's sending 20,000 troops to the sun" "According to a new U.N. report, the global warming outlook is much worse than originally predicted. Which is pretty bad when they originally predicted it would destroy the planet." "President Bush has a plan. He says that if we need to, we can lower the temperature dramatically just by switching from Fahrenheit to Celsius" Two State Department employees were fired -- this is a bit of a scandal -- because they were looking at Barack Obama's passport file. Not only that, but the same person was also looking at John McCain's Civil War records." "Vice Presidential nominee Sarah Palin today said she thinks the economy needs some shaking up and some fixin'. I'm pretty sure is also her recipe for oven-baked chicken." "Sarah Palin's been spending the last couple of days being briefed by advisers on what she needs to know to be John McCain's vice president. That's true. Yeah. Apparently, the first thing they taught her was CPR." "At my age, any scream is a good scream." --Former President Bill Clinton, on an Iowa woman mistaking him for Bob Barker Regards...Gidd __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: 2008 User World
Serious stuff here - I hope BMC is reading it.
When I told my boss that UserWorld may be in Las Vegas next year, he observed
that the hotel and airfare costs are usually lower there, which is why so many
other IT conferences that we send people to are also located there. Hey, he
could probably send more of us (or he might go with us again) if it's cheaper,
but the conference fees can still be a killer. It made a difference last year
when the university moved accounting for conference costs from the M&O budget
to the travel budget without moving any $$$ to match. Suddenly the cost of the
conference fee became a big issue. Matt's comments below are very interesting
in that light.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Carey Matthew Black
Sent: Thursday, September 25, 2008 9:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: 2008 User World
All,
If we (customers) are trying to "watch the bottom line" then why not
use the User Group conference as a "loss leader"? Total price ( ROI )
is always a consideration for a smart company. ( I think both
companies, BMC and the customer, can win on a conference.)
BMC could do something like:
Give every attendee _one_ "free" AR System Fixed (or maybe optional
Float) license. (NOTE: To be added to your current support contract
and all normal renewal fees applied at your next renewal.) With maybe
a cap of "N" per year per "Support Contract"/"Customer Company".
Or...
If BMC wants to push a given product (Example: Non-AR System), then
give away "1 year free use license" to all attendees. (Returnable at
no cost, at any time during the first year, but you have to purchase
it at the end of the year if you want to keep using it.)
Or...
Lower the customer cost to attend the conference and make the price of
the hotel room much greater than the "cover charge at the door" for
the conference.
Those are all tried and true "loss leader" marketing techniques.
For software companies the cost of generating a license is very low.
(It is just data. It could also likely be done with the existing PO
process if a special "BMCUW2008" PO number was introduced for the
customer who attended. It could all be "self service" to generate the
key just like they purchased the product.) BMC might even be able to
get a "advertising" write off for the market purchase value of the
license in their taxes as a business expense too. Sure they do not get
the initial purchase cash from the license. (and does BMC really need
the short term cash flow?) However, they increase the customers
support cost every year after that. ( The customer may not take the
"free" stuff and it is a wash for BMC. No cost to BMC, No cost to the
customer.)
The more BMC can show _value_ to the customers that do choose to
attend, then the better the customers feel about sending a
representative (or 10) each year. If the cost of (travel + hotel) >
("free stuff they bring back") then the decision is defiantly one
sided and based on an evaluation of "is it really worth it to us this
year?". If you can flip that equality in the other direction (AKA:
expenses for convention "less than" value of the stuff they bring
back) then the decision becomes a no brainier for a company. They in
effect "save money" by sending someone. :) If the "cost" to BMC also
produces a longer term customer who has a slightly higher "year over
year" bill, then I think we have a real win-win. If the conference
experience also produces a more loyal, better informed, activist for
the product(s) then BMC has a real world win that is not measurable,
nor can it be purchased. The effect of an excited and engaged customer
base can be measured, and IMHO, is what made Remedy as strong of a
company as it was.
I will also throw in that if the swag from the conference is a BMC
license, then there is no "08 Miami" branded swag that you get stuck
with in the closet, if something happens like the hotel deciding that
they can not open on time for your event. :) I wonder how many
backpacks or tee shirts, or what ever the gift bag was going to be
this year were already made up and "non-refundable". Or even how many
staff hours were spent trying to figure out and agree on the object
and it's design too.
Yes, location effects customer expenses, but so does time of year.
Time of the year at the location, and in the customer/product business
life cycles too. ( Which was part of why Oct 08 did not make as much
sense as say Feb 09. With respect to ARS 7.5 release.) Personally, I
do not care if the User Group is
Re: Remedy mid-tier precache XML code
In 7.1 they dropped support for pre-fetching the applications, because they never could get it to work properly. I thought I had it working fairly well in 7.0.01.003 early last year, but the same xml file refused to work in any version of 7.1 from the beta on. It may have been dropped from support in ANY version of 7.x, but you'll have to check; it's been over a year since I stopped working with 7.0.x. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Peter Romain Sent: Wednesday, September 24, 2008 5:17 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy mid-tier precache XML code I thought you might have a long list! Did you try prefetching an application? I have tried this and despite what I have read I cannot get the forms in the apps to cache. Cheers Peter > 173 of them - some are custom: > > AP:Alternate > AP:Detail-Signature > AP:Password > Approval Central > APR:Alternate > APR:Approver Lookup > AST:AssetPeople_AssetBase > AST:CI Associations Search > AST:CI Audit Log > AST:CMDB Associations > AST:ManageAssetInformation > AST:ManageInventory > BMC.CORE.CONFIG:BMC_Dataset > CFG:Assignment > CFG:Associations Modify > CFG:Broadcast > CFG:Broadcast Association > CFG:CFG PBB TicketNumGenerator > CFG:Data Input > CFG:Decision Tree > CFG:Decision Tree-Branch > CFG:GEMScriptAssocLookup > CFG:GroupEventMapKDBAssoc > CFG:Related Associations > CFG:Related Impacted Areas > CFG:ReminderNotifications > CFG:Service Catalog LookUp > CHG:Associations > CHG:BOAnalysisSrch_dlg > CHG:CCMCalendar > CHG:CFG Rules > CHG:CFG Ticket Num Generator > CHG:Change Assoc Search > CHG:Change Management Console > CHG:Infrastructure Change > CHG:SYS Notification Rules > CMDB:CIViewer > CMS:ConfigurationManagement > CTM:Address Details > CTM:CFG PeopleTagNumGenerator > CTM:CFG-ApplicationPreferences > CTM:Email System > CTM:Location Details > CTM:Login ID > CTM:Paging System > CTM:People > CTM:People Attachments > CTM:People Attributes > CTM:People Benefit Info > CTM:People Education > CTM:People HR Attendance Mgmt > CTM:People IT Skills > CTM:People Permission Groups > CTM:People Profile > CTM:People Search > CTM:People Search-Supp. Staff > CTM:People Template > CTM:People Travel Profile > CTM:People Wallet > CTM:Phone Details > CTM:Profile Definition > CTM:Support Group > CTM:Support Group Alias > CTM:Support Group Alias LookUp > CTM:Support Group Asign LookUp > CTM:Support Group Assoc LookUp > CTM:Support Group Shift Assoc > CTM:SupportGroupFunctionalRole > CTM:SupportGrpFuncRoleAlLookUp > FIN:ConfigCostCentersRepository > FIN:CostCenterUDAAssociations > FIN:Costs > FIN:SearchCostCenterdlg > Home Page > HPD:Associations > HPD:Attachments > HPD:CFG Ticket Num Generator > HPD:CFG-Rules > HPD:Help Desk > HPD:Help Desk Assignment Log > HPD:Help Desk Audit Log > HPD:Impacted Areas > HPD:Incident Assoc Search > HPD:Incident Management Console > HPD:Incident Matching > HPD:IncidentDateSearch > HPD:Search-Worklog > HPD:Template Associations > HPD:TemplateSPGLookUp > HPD:WorkLog > KMS:DataExchange > KMS:General_QueryOptions > KMS:Main > KMS:Session > NTE:CFG-Notification Events > PBM:CFG KDBTagNumGenerator > PBM:CFG KE TicketNumGenerator > PBM:CFG PI TicketNumGenerator > PBM:Investigation Assgnmt Log > PBM:Investigation Associations > PBM:Known Error > PBM:Known Error Associations > PBM:KnownError/KDBAssoc Search > PBM:Problem Investigation > PBM:Problem Management Console > PBM:Solution Audit Log > PBM:Solution Database > PBM:Solution DB Associations > PCT:ModelVersion Patch > PCT:ProductAliasCPYAssocLookUp > PCT:Product Catalog > PCT:Product Model/Version > PDL:File > PDL:FileTableLookup > PDL:PD_Console > PDL:PD_FilesLookup > PDL:SoftwareLibraryItemSearch > PDL:Suite_PDAssociation > RMG:Entity > RMG:EntitySearch_dlg > RMG:RegTimeSegment > RQC:ServiceRequestConsole > RQC:ServiceRequestWizard > RRC:Reporting > Sample:DialogYesNo > SHARE:Application_Properties > SHARE:QualBuilder > SHR:FlashboardDialog > SHR:OverviewConsole > SHR:SchemaNames > SIT:Site > SIT:Site Alias > SIT:Site Alias Company LookUp > SIT:Site Alias LookUp > SLM:AuditLogDlg > SLM:Console > SLM:EventSchedule > SLM:Measurement > SLM:ServiceRequest > SLM:ServiceTarget > SLM:Status > SLM:DashboardSLMgr > SRM:ApplicationSettings > SRM:Request > SRM:Survey > SRM:SurveyResponseDialog > SYS:Advanced Search Form Lis
Re: It's official from the BMC UserWorld web site ... October 2009
How about if they take every bit of the $$$ they would have spent on UserWorld 2008 and hire top-notch quality assurance folks to test and clean up their ITSM and ARS code. I can think of several segments of it that have obviously missed out on any sort of coherent QA process. They could at least come up with the resources to QA the new 7.5 stuff properly, so that we don't get a continuation of the last several years into 2009-2010. I would much rather receive releases of code that actually work as advertised than listen to hours of hype about products that don't (work). Sorry to be so cynical, but if I could pick my top priority... Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Wednesday, September 24, 2008 3:33 PM To: arslist@ARSLIST.ORG Subject: Re: It's official from the BMC UserWorld web site ... October 2009 ** Has anyone notice how 'un-arslist' this topic has been? No one seems to care and BMC should be concerned about that. The fact that no one wants to rant about it or even make jokes about it is so uncharacteristic of this group. This group gets heartburn on a drop of a dime usually. Say it the wrong way and you get 60 replies! What's going on? I'm very disappointed in this whole affair. Where's the spark? Where's the outrage? Not like you didn't see this possibility when you went to the hotel website after last year's RUG and found they were under construction red flag !! Are there any plans to share with us any of the news that would have been shared in just a few short weeks? Any podcasts planned? Do you want the regional RUGS to start setting up something to provide this? No one is thinking about these things at BMC? Why not hold the RUG virtually? Webex's of the sessions. Giant webex's of the morning gathering. You have the registrations so you know who would be a valid login. Maybe use this as an opportunity for all customers to login even if they didn't register. What a show of goodwill to the BMC customer community to do something like this. Maybe if people get a taste of the sessions and the value they provide more would attend. Of course I'm being selfish, I don't really care about the other products. They have to find people to push their cause. I'm looking for the Remedy stuff !! I'm sure there's a 100 people here that can think of additional ways to still pull this off. Don't let BMC think we really don't care speak up. Susan __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Mid Tier 7.0.1 Patch 8 and TomCat
Where do you see this error thrown with 5.5.26? Does it appear in a specific portion of the ITSM 7 application, or are you even using ITSM?? I was told in July (below) when troubleshooting some Flashboards errors that kept showing up in the mid-tier logs that there were compatibility problems with 5.5.26: "...you are currently using Tomcat 5.5.26 and we have recently started seeing problems with this version of Tomcat and Mid Tier. Is it possible for you to downgrade to 5.5.25 (which we bundle with our 7.1.0 patch 3 and later installers for Mid Tier) Note from other issue: There?s a known problem with Tomcat 5.5.26, they?ve changed the way they handle buffering large packets, over 8192 bytes, in patch 26 which ends up causing a 9350 error in Mid-Tier. This is why we include Tomcat 5.5.25 as of 7.1 patch 003 Mid-Tier and not 5.5.26. But, you?ll need to get a good Fiddler capture to verify if this is the case. You can take a look at the failed packet, the one returning the 9350 error, look on the Statistics tab in Fiddler and check the bytes sent. If it?s anywhere near 8192 bytes or more then the only solution is to downgrade Tomcat to 5.5.25. While you may not be experiencing the 9350/9351 errors it's possible that the packet response exceeds the limit placed in 5.5.26." In the end, the Flashboard errors were deemed to be "normal behavior" for mid-tier!? Of course, I am on 5.5.26 under 7.1.00.002 because the same BMC Support group told me to use it in March to resolve a problem with the patch 002 installer, and I am still in production on 5.5.26. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steven Iocco Sent: Wednesday, September 24, 2008 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: Mid Tier 7.0.1 Patch 8 and TomCat ** Thanks Joe. For some reason, 5.5.17 (which is bundled) works, 5.5.27 works but 5.5.26 does not work, and throws the error mentioned below-9350. I am not sure exactly what workflow was causing the issue with 5.5.26 but believe its related to table looping. Upgrading to 5.5.27 solved the issue. Steve ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy mid-tier precache XML code
With the current state of mid-tier, the pre-fetch is only "necessary" if you
don't want your first Incident Management user to experience a 1.5 MINUTE delay
waiting for the console to load for the first time. The same applies to any
other module, so I consider a full pre-fetch of all of the installed apps, as
best as I can design it in the xml file, to be a _requirement_ for any
production 7.x server running ITSM 7. I only clear the cache and restart to
force a pre-fetch when I have migrated new fields or active links into
production, and only during maintenance periods since having a live user
working in mid-tier during the 24 minute pre-fetch seems to result in a lower
quality cache file (I have no empirical proof of that - just a queasy feeling).
I do not allow the mid-tier to sense updates and change the cache - in my
experience through 7.1 patch 002 that would dump the entire pre-fetch and my
boss would get to see the 1.5 minute delay the next morning, first thing. I
don't know if that has been fixed in a later patch, but the post 002 patches
have been so buggy that I have avoided them. Patch 005 is in pre-release - I'm
being told that it fixes a problem with sensing a form change falsely that I am
seeing with the TMS:Task form right now ("A form definition has been changed,
so unable to retrieve data. Please contact administrator (ARERR 9352)") - so I
will have to consider deploying it once it is released.
BTW, have you put in an enhancement request for mid-tier cache file sharing in
a clustered environment? That sounds like what you are looking for, and is
exactly the sort of thing you should be able to do when clustering. Right now
we have no control at all over where the cache file(s) get stored. Since I
only have one mid-tier, I have no experience with the issues you get into once
you cluster. We are designed to limit dependencies rather than to scale for
higher loads, so putting my mid-tiers behind a university F5 (which have a
history of failing at inopportune times) doesn't make my services more
reliable, it just introduces another break point for them to fail that is
beyond my control.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Wednesday, September 24, 2008 12:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy mid-tier precache XML code
>
> Chris,
>
> Exactly. The Mid-Tier would not need to go get the objects (again) on
> startup. ( So what value would the prefetch really have at that
> point?)
>
> I would also note that to my knowledge when you choose to "flush the
> cache" (which is unfortunately needed some times) then the persistent
> cache is "wiped clean" and the prefetch is NOT used to get it back to
> a "starting point" either. You have to stop the Mid-Tier and start it
> to trigger the prefetch stuff.
>
> So if prefetch is only used on startup, and a persistent cache trumps
> fetching all those objects again then I just do not see the usefulness
> of the prefetch. I guess it might help after you flush the cache and
> restart the Mid-Tier. ( However that has for a long time felt more
> like a workaround to various bugs in the Mid-Tier than a standard
> practice that we should be doing. )
>
> In my shiny (dream) universe
>
>I tend to think that it would be "better" if the Mid-Tier(s) could
> talk to each other and propagate changes to their caches between
> themselves. So when the first Mid-Tier sees that "Object X" changed it
> warns the others in the cluster, gets the new def, fixes it's cache
> and then "shares" it's cache with the other Mid-tiers. ( You know,
> like the Admin thread does for the worker threads in the AR System
> server.)
> ) The load on the ARS server(s) is lower on NodeN startup conditions
> from Mid-Tiers and the user experience might be more consistent.
> ) Dealing with self caching clusters where one of the nodes is
> "stuck with a bad cache" can be difficult to identify in the first
> place. Example: Some users see the field, others do not. Heck, even
> knowing which Mid-tier the user was using behind the load balancer can
> be an adventure if your not doing Mid-Tier logging and grepping
> through those files.
> ) No "Prefetch" is needed. The first Mid-Tier to start up uses it's
> persistent cache, if any, and the next Mid-tier get's a copy of the
> then current cache from the first one. (Already updated based based on
> user activity.)
>
> But maybe it is just me...
>
> --
>
Re: Remedy mid-tier precache XML code
My understanding is that the persistence (which finally actually worked in 7.1.00.002) is the feature whereby the pre-fetched cache (and possibly plus anything fetched after that - I'm not sure of that) is retained in a file so that if you restart tomcat (or it crashes and restarts), the persistent cache file is re-read in less than one minute as opposed to the 24 minutes that it normally takes to build it from scratch on my system. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black > Sent: Wednesday, September 24, 2008 11:04 AM > To: arslist@ARSLIST.ORG > Subject: Re: Remedy mid-tier precache XML code > > All, > > In general, I thought the general idea of a "prefetch" was eclipsed by > the idea of a persistent cache that was only updated as needed? You > know like what the User Tool is designed to do.(Starting in v7.1 of > the Mid-Tier.) > > Or am I mixing metaphor here? > > I personally dislike the idea that when a Mid-Tier (or AR Server) > starts up it has to "suck down" all of this application definition. It > seems to me that in a cluster configuration that behavior can lead to > some DB performance issues if you have enough nodes starting up at the > same time. (And thus effect existing nodes and users that are not > currently starting up.) > > -- > Carey Matthew Black > Remedy Skilled Professional (RSP) > ARS = Action Request System(Remedy) > > Love, then teach > Solution = People + Process + Tools > Fast, Accurate, Cheap Pick two. > > > > On Wed, Sep 24, 2008 at 11:50 AM, Axton <[EMAIL PROTECTED]> wrote: > > What would be nice would be if the mid-tier kept a count of the > > forms/number of times accessed by various 'group sets', then gave the > > option to automatically generate/update the prefetch xml file based > on > > the stored data. Would be even nicer if there were a knob to enable > > the automatic update of the prefetch xml file based on the stored > data > > on a periodic basis, say when the servlet container was stopped. May > > be too progressive an idea though. > > > > Axton Grams > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy mid-tier precache XML code
173 of them - some are custom: AP:Alternate AP:Detail-Signature AP:Password Approval Central APR:Alternate APR:Approver Lookup AST:AssetPeople_AssetBase AST:CI Associations Search AST:CI Audit Log AST:CMDB Associations AST:ManageAssetInformation AST:ManageInventory BMC.CORE.CONFIG:BMC_Dataset CFG:Assignment CFG:Associations Modify CFG:Broadcast CFG:Broadcast Association CFG:CFG PBB TicketNumGenerator CFG:Data Input CFG:Decision Tree CFG:Decision Tree-Branch CFG:GEMScriptAssocLookup CFG:GroupEventMapKDBAssoc CFG:Related Associations CFG:Related Impacted Areas CFG:ReminderNotifications CFG:Service Catalog LookUp CHG:Associations CHG:BOAnalysisSrch_dlg CHG:CCMCalendar CHG:CFG Rules CHG:CFG Ticket Num Generator CHG:Change Assoc Search CHG:Change Management Console CHG:Infrastructure Change CHG:SYS Notification Rules CMDB:CIViewer CMS:ConfigurationManagement CTM:Address Details CTM:CFG PeopleTagNumGenerator CTM:CFG-ApplicationPreferences CTM:Email System CTM:Location Details CTM:Login ID CTM:Paging System CTM:People CTM:People Attachments CTM:People Attributes CTM:People Benefit Info CTM:People Education CTM:People HR Attendance Mgmt CTM:People IT Skills CTM:People Permission Groups CTM:People Profile CTM:People Search CTM:People Search-Supp. Staff CTM:People Template CTM:People Travel Profile CTM:People Wallet CTM:Phone Details CTM:Profile Definition CTM:Support Group CTM:Support Group Alias CTM:Support Group Alias LookUp CTM:Support Group Asign LookUp CTM:Support Group Assoc LookUp CTM:Support Group Shift Assoc CTM:SupportGroupFunctionalRole CTM:SupportGrpFuncRoleAlLookUp FIN:ConfigCostCentersRepository FIN:CostCenterUDAAssociations FIN:Costs FIN:SearchCostCenterdlg Home Page HPD:Associations HPD:Attachments HPD:CFG Ticket Num Generator HPD:CFG-Rules HPD:Help Desk HPD:Help Desk Assignment Log HPD:Help Desk Audit Log HPD:Impacted Areas HPD:Incident Assoc Search HPD:Incident Management Console HPD:Incident Matching HPD:IncidentDateSearch HPD:Search-Worklog HPD:Template Associations HPD:TemplateSPGLookUp HPD:WorkLog KMS:DataExchange KMS:General_QueryOptions KMS:Main KMS:Session NTE:CFG-Notification Events PBM:CFG KDBTagNumGenerator PBM:CFG KE TicketNumGenerator PBM:CFG PI TicketNumGenerator PBM:Investigation Assgnmt Log PBM:Investigation Associations PBM:Known Error PBM:Known Error Associations PBM:KnownError/KDBAssoc Search PBM:Problem Investigation PBM:Problem Management Console PBM:Solution Audit Log PBM:Solution Database PBM:Solution DB Associations PCT:ModelVersion Patch PCT:ProductAliasCPYAssocLookUp PCT:Product Catalog PCT:Product Model/Version PDL:File PDL:FileTableLookup PDL:PD_Console PDL:PD_FilesLookup PDL:SoftwareLibraryItemSearch PDL:Suite_PDAssociation RMG:Entity RMG:EntitySearch_dlg RMG:RegTimeSegment RQC:ServiceRequestConsole RQC:ServiceRequestWizard RRC:Reporting Sample:DialogYesNo SHARE:Application_Properties SHARE:QualBuilder SHR:FlashboardDialog SHR:OverviewConsole SHR:SchemaNames SIT:Site SIT:Site Alias SIT:Site Alias Company LookUp SIT:Site Alias LookUp SLM:AuditLogDlg SLM:Console SLM:EventSchedule SLM:Measurement SLM:ServiceRequest SLM:ServiceTarget SLM:Status SLM:DashboardSLMgr SRM:ApplicationSettings SRM:Request SRM:Survey SRM:SurveyResponseDialog SYS:Advanced Search Form List SYS:Application Status Enabler SYS:Date Time Query Rules SYS:Menu Items SYS:Predefined Queries SYS:SelectionFieldFormMapping SYS:Status Query Rules SYS:Viewer TMS:AuditLog TMS:Flow TMS:FlowBuilder TMS:LDAPSearch TMS:RelationshipAttributes TMS:Relationships TMS:RootRelationships TMS:Task TMS:TaskEffortLog TMS:TaskFlowViewer TMS:TaskGroup TMS:TemplateSelection TMS:ViewWindow TMS:WorkInfo UNT:Message Box VIS:Help CHG:ChangeTasking-Archive CHG:Task HPD:HelpDesk-Archive Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Peter Romain > Sent: Tuesday, September 23, 2008 6:50 PM > To: arslist@ARSLIST.ORG > Subject: Re: Remedy mid-tier precache XML code > > Christopher, > > Looking at the mid-tier logs after I cleared the cache and then > selected > the incident management console I can see ~120 forms being cached. > > Have you got this many forms in your prefetch config? > > Cheers > > Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy mid-tier precache XML code
If you read the mid-tier log it is probably also loading some supporting forms with the console. I determined my list of forms to include by actually watching what it had to load when we operated the consoles and interfaces. The mid-tier log also should contain some very specific entries for START Prefetch and END Prefetch. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Peter Romain > Sent: Tuesday, September 23, 2008 4:55 PM > To: arslist@ARSLIST.ORG > Subject: Re: Remedy mid-tier precache XML code > > I've just been testing this pre-load and can't get it to do what I > think > it should be doing. > > On a windows system: > > I set it up only to pre-load the HPD:Incident Management Console. > > After flushing the cache and bouncing Tomcat I can see the cache being > built in the mid-tier/cache directory. > > When the cache has been built I log into mid-tier with the same user as > is > specified in the pre-load and, as expected, the home page takes some > time > to load. > > Selecting the incident management console there is a large delay as it > caches some more. > > Any ideas on why it doesn't load the console immediately? > > Cheers > > Peter > > > > > > All, > > > > Thanks I think my issue was not with the password but the user I was > > using. > > > > It looks like you need more then one, to hit all of the permission > groups. > > > > As always thanks, > > > > hbr > > > > On Tue, Sep 23, 2008 at 2:02 PM, sivarama velicheti > > <[EMAIL PROTECTED]>wrote: > > > >> ** Hi Howard, > >> > >> Joe is correct it does not require a password. > But > >> there are a couple of things you need to keep in mind i) Give the > >> username > >> that is an administrator on your system or a powerful account (Demo > >> might > >> not qualify for that if its not the most powerful account). ii) Make > >> sure > >> that the server name which you modified in the form is correct > (Server > >> on > >> which AR Server is installed). iii) In the midtier config tool make > sure > >> that the option enable Cache persistence is enabled. iv) Most > important > >> point to know is that when you flush the cache it does not > automatially > >> prefetch all the pages and build it for you. You have to open all > the > >> pages > >> using your powerful account in order for the Midtier to build the > pages > >> and > >> store them. Next time someone accesses the page it is already built > for > >> him. > >> That's why I disable the definition change check interval so that > its > >> not > >> flushing the cache or rebuilding the pages in case a page has been > >> modified. > >> I deploy all the changes to production on a particular day off the > week > >> when > >> I flush the cache and rebuild all the pages by opening them. > >> Hope this helps!! > >> > >> Thanks > >> Sivarama > >> > >> > >> > >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers > Are" > >> html___ > >> > > > > > > > > -- > > Howard Richter > > Red Hat Certified Technician > > CompTIA Linux+ Certified > > ITIL Foundation Certified > > E-Mail = [EMAIL PROTECTED] > > LinkedIn Profile = http://www.linkedin.com/in/hbr4270 > > > > > ___ > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy mid-tier precache XML code
Correct. My prefetchConfig.xml file has three User segments, one for an admin, one for a power user support staffer, and one for a normal support staffer. If we allowed end users into ITSM (they use Kinetic), I would need another segment for a customer. No passwords are needed. You can see the mid-tier connect with the different users' accounts when the pre-fetch runs - they show up as (impersonated) in the user.log. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Tuesday, September 23, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy mid-tier precache XML code ** Have you uncommented the xml tags so as to enable the pre caching? The mid tier to my understanding does not actually log in but just uses that users permissions to generate the cache. The Mid-Tier already has admin previlages to the AR System server by way of configuring the server, so has no problems accessing the server for retreiving cache that is good for any user. It doesn't need the users specific password - at least that is my understanding. I'm generally wrong a little more often than 100 years so maybe I am wrong in this case :-) Joe - Original Message From: Howard Richter <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Tuesday, September 23, 2008 1:33:02 PM Subject: Re: Remedy mid-tier precache XML code ** Joe, Thanks, but I was under the impression (after a conversation with BMC) that the mid-tier logs in and uses the permissions of that user for the pre caching. Since we have Demo locked down with a password, this would explain why no prefetching appears to be done. If I am wrong (which happens every 100 years) then something else is not allowing the prefetching and the logs are of no help. Hbr On Tue, Sep 23, 2008 at 1:13 PM, Joe DeSouza <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** Howard, I am not sure what you meant to ask. Were you meaning to ask the list where to configure the password in the xml file? If so the answer to that is you do not need to configure the password. The mid tier only needs to know the username OR the groups that you want to configure the pre cache for.. Joe - Original Message From: Howard Richter <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Sent: Tuesday, September 23, 2008 12:58:19 PM Subject: Remedy mid-tier precache XML code ** Hi to all, As we all know the mid-tire can now pre-cache forms to speed things up and BMC gave us a nice example of how to set up that code. However the example is for the user Demo with no password. My question to the group (since I can find nothing on this in the docs or the BMC site), is what do I need to pass in if I am using Demo with a password? Also does anyone know of a doc that describes all of the xml syntax that the mid-tier needs or uses? The example starts with; http://www.bmc.com/remedy/midtier/midtier";> Demo en_US itsm7rtm Home Page As always thanks, hbr -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> LinkedIn<http://www.linkedin.com/> Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Mid Tier 7.0.1 Patch 8 and TomCat
That is actually a default installation method (and the preferred method for highest performance) - just pick Other for your web server, and then Tomcat. Tomcat will be installed and used for both the application server and the web server. If you install Tomcat first, manually, then select it as your web server during the mid-tier installation - it should appear in addition to IIS and Other (on Windows servers). The documentation does not show all of the possible dialog boxes or permutations of the installation process in this case. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steven Iocco Sent: Tuesday, September 23, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Mid Tier 7.0.1 Patch 8 and TomCat ** Is there a way to use Tomcat as both the JSP and webserver when installing Midtier 7.0.1? I have seen some posts indicating that this was possible but I am unable to find steps to sucessfully install tomcat with midtier where tomcat is the webserver also. Thanks Steve __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Support site down?
I would say that they are down: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, [EMAIL PROTECTED] and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Charles Baldi Sent: Thursday, September 18, 2008 11:27 AM To: arslist@ARSLIST.ORG Subject: Support site down? ** Hello listers, Is anyone else having trouble getting to BMC Support website? I was getting long delays and javascript errors, and now I'm getting 500 errors. I'm just wondering if it is the access from my customer site or if it is on BMC's side. Regards, Chuck Baldi __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: IM 7.0.03 patch 007 recommended for Task Template 9002 add-on?
Why would that be (other than this is the worst application code on the planet)? I have the original 9002 on an overall 7.0.02.007 app and planned to apply both 008 and the new 9002 to it (and possibly 9004 although it is still junk), and then reapply my customizations. I have already updated 9003 to 9005, and that has been an improvement. What are the specific issues? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Wednesday, September 17, 2008 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: IM 7.0.03 patch 007 recommended for Task Template 9002 add-on? ** FYI: You might have issues if you use the Task add-on with patch 8 or greater. Howard On Wed, Sep 17, 2008 at 1:17 PM, Muhlethaler, Laurie <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** According to the "BMC Remedy Incident Management 7.0.x Task Template Add-on Installation Guide" (page 7): To run the Task Template add-on, you must install Incident Management 7.0.x with a minimum of Patch 003, however Patch 007 or later, is recommended. Anyone know why patch 007 is recommended? Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 Error! Filename not specified. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: IM 7.0.03 patch 007 recommended for Task Template 9002 add-on?
I would assume that it is because it was re-released in late May 2008 (the original patch 9002 was from Dec 2006 and very buggy), and it was probably revised and updated on a system with patch 007 installed, since 007 came out in Feb 2008. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie Sent: Wednesday, September 17, 2008 12:18 PM To: arslist@ARSLIST.ORG Subject: IM 7.0.03 patch 007 recommended for Task Template 9002 add-on? ** According to the "BMC Remedy Incident Management 7.0.x Task Template Add-on Installation Guide" (page 7): To run the Task Template add-on, you must install Incident Management 7.0.x with a minimum of Patch 003, however Patch 007 or later, is recommended. Anyone know why patch 007 is recommended? Laurie Muhlethaler First Republic Bank Remedy Developer / Administrator 415.364.4436 [http://logos.firstrepublic.com/FRB.jpg] The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank & Trust Co., FSB __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: AREmail Engine follies
What platform did you do this on? Did you run the installer or do a by-file patch? The last one of those I did from 7.1.00.001 to 002 did NOT work properly, and I had to go back and run the installer, but that was on the AR Server component itself. I will go try it right now on our development box. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt > Sent: Friday, September 05, 2008 2:07 PM > To: arslist@ARSLIST.ORG > Subject: Re: AREmail Engine follies > > Well, we patched just the e-mail component, so far. The rest is at > patch002. Behaving fairly well, I'd have to say. > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of strauss > Sent: Friday, September 05, 2008 1:59 PM > To: arslist@ARSLIST.ORG > Subject: Re: AREmail Engine follies > > No, but to move email to 004 I think I have to move the entire AR > Server > to 004 first, and I have had no time to test any of that yet - too busy > upgrading to active directory 2003 and bringing up Exchange 2007. I > was > very specifically warned off of installing (or wasting time testing) > 7.1.00.003 by another university - has 004 been stable in all of its > components?? > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > > -Original Message- > > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt > > Sent: Friday, September 05, 2008 1:53 PM > > To: arslist@ARSLIST.ORG > > Subject: Re: AREmail Engine follies > > > > Chris, > > > > I know that I've seen issues w/ the e-mail engine 'hanging' at 7.1 > > patch002 > > (this in a server group... the failover e-mail engine never takes > over > > 'cause the primary doesn't actually "die"). So far, patch004 seems > to > > have > > resolved this issue, though it's only been a week or so since putting > > it in > > place. > > > > Have you the opportunity to test the email engine 7.1 patch004 out? > > > > Matt > > ___ > _ > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: AREmail Engine follies
No, but to move email to 004 I think I have to move the entire AR Server to 004 first, and I have had no time to test any of that yet - too busy upgrading to active directory 2003 and bringing up Exchange 2007. I was very specifically warned off of installing (or wasting time testing) 7.1.00.003 by another university - has 004 been stable in all of its components?? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt > Sent: Friday, September 05, 2008 1:53 PM > To: arslist@ARSLIST.ORG > Subject: Re: AREmail Engine follies > > Chris, > > I know that I've seen issues w/ the e-mail engine 'hanging' at 7.1 > patch002 > (this in a server group... the failover e-mail engine never takes over > 'cause the primary doesn't actually "die"). So far, patch004 seems to > have > resolved this issue, though it's only been a week or so since putting > it in > place. > > Have you the opportunity to test the email engine 7.1 patch004 out? > > Matt ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
FW: AREmail Engine follies
Creepy is a good description. I have heard of so many people having to back out of java 1.6 to 1.5 that I would rather not do that - 7.1 was developed against 1.5.0_12 or 14 as I recall, not 1.6; I always try to match the java on the server to whatever BMC developed against, since java has such a lousy track record for between-version and even between-build compatibility. BTW, the JVM is set in the registry with -Xms256m and -Xmx512m under the BMC Remedy Email Engine key, and is always running in the Task Manager as java.exe *32 with between 17,800 K and 20,320 K of memory and 389-390 handles. There are no logs in Exchange to see.. unless it is somewhere I don't know about. The email messages stop showing up - they stop being presented by the client as an outbound message to be sent; they do not get entered in the mailbox at all, as near as I can tell. Those that do reach the mailbox are being sent to the main mailhost without error. I have always retained the sent mail - it has always been a valuable troubleshooting tool on notifications. I also archive the mail folder to a copy of the email message form that was edited before import to change all of the column ids from 8 to 90008 to avoid the known problem with archiving that form. That cut us down from 77,000 messages in the folder since May to only the current day's messages since 4:00 AM. Java log? Where, and what could it tell me since I have no knowledge of java other than it has been an unreliable technology since its inception.. at least in the Remedy world. The only java related logs that I see are those occasionally appearing in stderr.log: java.rmi.ConnectIOException: error during JRMP connection establishment; nested exception is: java.net.SocketException: Connection reset at sun.rmi.transport.tcp.TCPChannel.createConnection(Unknown Source) at sun.rmi.transport.tcp.TCPChannel.newConnection(Unknown Source) at sun.rmi.server.UnicastRef.newCall(Unknown Source) at sun.rmi.registry.RegistryImpl_Stub.rebind(Unknown Source) at java.rmi.Naming.rebind(Unknown Source) at com.bmc.arsys.emaildaemon.EmailDaemon.newInstance(EmailDaemon.java:180) at com.bmc.arsys.emaildaemon.EmailDaemon.startMonitor(EmailDaemon.java:864) at com.bmc.arsys.emaildaemon.EmailDaemon.executeComandLine(EmailDaemon.java:592) at com.bmc.arsys.emaildaemon.EmailDaemon.main(EmailDaemon.java:313) Caused by: java.net.SocketException: Connection reset at java.net.SocketInputStream.read(Unknown Source) at java.io.BufferedInputStream.fill(Unknown Source) at java.io.BufferedInputStream.read(Unknown Source) at java.io.DataInputStream.readByte(Unknown Source) ... 9 more And the hs_err_pid.log files which are huge but have headers with: # # An unexpected error has been detected by HotSpot Virtual Machine: # # EXCEPTION_ACCESS_VIOLATION (0xc005) at pc=0x38bc90b7, pid=4548, tid=4988 # # Java VM: Java HotSpot(TM) Client VM (1.5.0_14-b03 mixed mode) # Problematic frame: # C [emsmdb32.dll+0x890b7] # --- T H R E A D --- Current thread (0x27d6fd20): JavaThread "ID001CC46CB798OZRURwygMIAAQQAAS1" daemon [_thread_in_native, id=4988] siginfo: ExceptionCode=0xc005, reading address 0x000c01c6 ...followed by register errors and stack dumps that are meaningless to me. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hugo Ruesga Sent: Friday, September 05, 2008 12:41 PM To: arslist@ARSLIST.ORG Subject: Re: AREmail Engine follies ** It sounds very creepy, but in fact i don't think that this issue is related to outlook, (BMC's support always say that the problem is microsoft LOL) On the other hand ... maybe you could check this out. * Try to upgrade your jre from 1.5.0 to 1.6 must issues of the email could be related to this. * What does the log says? I mean the one which is generated on your email server (Exchange) * Also, Do you have the erase sent messages on the email engine side? * Check out the java log. You could find interesting things in there. * In case... try to create an archive form for Email Messages, so you could erase every single record on Email messages Form Hope this could help you... Regards Hugo Ruesga perotsystems® US 972.577.7000 MX +52 (33) 3332.3868 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
AREmail Engine follies
We have been seeing the aremail engine hanging every few days (7.1.00.002 on Win2K3 Ent x64 w java 1.5.0_14 (32-bit) on 12gb RAM x 8 core HP server) ever since we went live in May. With the fall semester, we have seen outbound mail traffic go up to 1200-1400 messages a day, and the crashes have increased in frequency. When the mail service crashes, it hangs in a state where there are over 1200 handles open, compared to where it usually sits below 1000 and runs up to 1300-1380 when actually processing messages. Trying to stop it from the Services MMC results in a long wait while it tries to do so (it is hung, not dead), followed by a timeout error; then you can manually restart it. Support told us to upgrade the Outlook client from 2003 Sp1 to 2007, which we needed to do anyway since the mail box underneath it is switching over from Exchange 2000 to 2007. That resulted in the service hanging almost hourly during the business day instead of once every day or two. Most of the time when it hangs there is nothing in the stderr.log at all, but with Outlook 2007 it writes a 14kb detailed Exception Access Violation HotSpot Virtual Machine error log (hs_err_pid.log) in the \Outlook12 directory (if it was doing this in the Outlook 11 directory we never saw it). If you log into the server console after one of these events has happened, you get a deferred warning that the javaservice failed; clicking on the details gets you this: szAppName : aremaild.exe szAppVer : 1.1.0.0 szModName : EMSMDB32.DLL szModVer : 12.0.4518.1014 offset : 000145b4 or... szAppName : aremaild.exe szAppVer : 1.1.0.0 szModName : ntdll.dll szModVer : 5.2.3790.3959 offset : 0005ec97 In the event log you usually get: 12:49 PM: Faulting application aremaild.exe, version 1.1.0.0, faulting module ntdll.dll, version 5.2.3790.3959, fault address 0x0005ec97. 1:00 PM: Reporting queued error: faulting application aremaild.exe, version 1.1.0.0, faulting module ntdll.dll, version 5.2.3790.3959, fault address 0x0005ec97. 1:02 PM: Fault bucket 911867558. Last night I updated Outlook 2007 to Sp1 (it is still pointing at a 2000 server mailbox), and added the line "External-Authentication-Return-Data-Capabilities: 31" to the ar.cfg and restarted the server. The email engine had been doing extensive lookups against our LDAP server for all kinds of notification information that isn't stored there, that is already in the User form, as evidenced in the arplugin.log, and since most of the service hangs occur during the processing of a group notification to 8-10 users in a single group, I thought that the delay imposed as it tried to fruitlessly look up data in LDAP might be causing the problem. As it turns out, that was not the problem - the service has now hung six times in four hours with hs_err_pid.log files, and appears to have restarted on its own a couple-three times, after which it does not always process mail. Several times when I have restarted the service, it has not even cleared a backlog of 50-100 messages before hanging again. Support has not been much help here, as we have had not one but two issues open since mid-June (they closed one issue in error and had to open another), so I wondered if anyone else had run into this severe a problem and found a solution that worked. I am at the point of writing batch files and scheduling them to do a net stop (and wait for the hung service to release) followed by a net start every 15 minutes or so, and I have had to tell the entire IT staff here this morning that they cannot count on any of the email notifications to arrive in a timely manner. Why didn't they keep this engine in C, where it was rock solid for YEARS!??? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy Migrator in 7.x
Migrator is sold with two server licenses, one for production and one for development. You have to get additional licenses if you want to address more than two servers. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shrestha, Manjari R. Sent: Friday, August 29, 2008 11:59 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x ** I have a question, we have Migrator license which has not been used so I was think about installing the migrator but my question is where should I install it? In the production server or in the test server? Any ideas? Thanks! Manjari R. Shrestha Junior Programmer Analyst _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume Rheault Sent: Thursday, August 28, 2008 9:17 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x It could be that one of the BMC rivals (i.e. CA, HP, IBM) are starting this kind of rumors... kinda like a FUD (fear, uncertainty, doubt) strategy. I wouldn't be surprised a bit! When a senseless rumor like that gets started, you always have to ask, who benefits?? -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Easter, David Sent: Thu 08/28/08 4:01 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x Chris is correct. I'm not sure who or what is stating that "Remedy Migrator is not supported in 7.x" (ITSM or AR System), but it's certainly not the case. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy Migrator in 7.x
An XP or Vista workstation with lots of RAM. It does not have to be on the same subnet as the AR Servers, although that was very helpful with the old 5.x Migrator. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shrestha, Manjari R. Sent: Friday, August 29, 2008 11:59 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x ** I have a question, we have Migrator license which has not been used so I was think about installing the migrator but my question is where should I install it? In the production server or in the test server? Any ideas? Thanks! Manjari R. Shrestha Junior Programmer Analyst _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Guillaume Rheault Sent: Thursday, August 28, 2008 9:17 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x It could be that one of the BMC rivals (i.e. CA, HP, IBM) are starting this kind of rumors... kinda like a FUD (fear, uncertainty, doubt) strategy. I wouldn't be surprised a bit! When a senseless rumor like that gets started, you always have to ask, who benefits?? -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Easter, David Sent: Thu 08/28/08 4:01 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x Chris is correct. I'm not sure who or what is stating that "Remedy Migrator is not supported in 7.x" (ITSM or AR System), but it's certainly not the case. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: When I reboot my server Windows 2003, it takes 20 minutes to startup
Did you also get a DCOM error in your System Event log? I have at least one ARS - SQL Server pair where a DCOM problem prevents AR Server from starting automatically - I have to open the SQL Server Management Studio on the AR Server and connect to the SQL Server, after which the AR service starts and connects just fine. This did not occur during testing that server pre-production, so it was probably the result of one of the Windows updates. I have not had time to resolve it yet - busy migrating AD to 2003 and Exchange to 2007 - so I can't tell you how to fix it if that is also your problem. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shrestha, Manjari R. Sent: Friday, August 29, 2008 11:41 AM To: arslist@ARSLIST.ORG Subject: When I reboot my server Windows 2003, it takes 20 minutes to startup ** Hello, When I reboot my server Windows 2003, it takes 20 minutes to startup. When I checked the event log I found the above error 390600 : Failure during SQL operation to the database (ARERR 552) and Cannot open database "ARSystem" requested by the login. The login failed. (SQL Server 4060) I am thinking this is because of dependencies of SQl server on Remedy and Remedy on SQL. I would appreciate any information on how to resolve the issue. Thanks! Manjari R. Shrestha Junior Programmer Analyst SAIC 12530 Parklawn Drive, Suite 350 Rockville, MD 20852 Office: (301) 998-7364 [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy Migrator in 7.x
No problem with ITSM 7, either. Migrator is how I move all of my customizations back and forth when applying patches to the ITSM applications, as well as how we deploy new customizations. I have seen excellent performance and no apparent problems with Migrator 7.1.00.002 and 003. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Thursday, August 28, 2008 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Migrator in 7.x ** Supposedly with ITSM 7.x. -Original Message----- From: strauss <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Thu, 28 Aug 2008 11:09 am Subject: Re: Remedy Migrator in 7.x ** Migrator=2 07.1 works just fine on ARS 7.1… I use it all the time. Is this a 7.5 rumor??? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ <http://itsm.unt.edu/> From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:[EMAIL PROTECTED]> ] On Behalf Of Kathy Morris Sent: Thursday, August 28, 2008 10:04 AM To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> Subject: Remedy Migrator in 7.x ** Am I hearing correctly - Remedy Migrator is not supported in 7.x??? What are we supposed to use then to migrate data/code? _ Check out AOL Video <http://video.aol.com/show/ap/101923?ncid=aolvdp0005000184> to see what's making news today! __Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com <http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ _ Check out AOL Video <http://video.aol.com/show/ap/101923?ncid=aolvdp0005000184> to see what's making news today! __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
