Re: ITSM 7: "On-Call" and "Shift" Functionality question
My default Incident notification records are all still default and out-of-the-box - they go to Alert. Once I added a custom Incident Assignment record for my support user account, the application stopped sending me Alerts and started sending me email. I think the notification filter processes must be checking first for an on call notification during the on call schedule (and like you say, ignoring ALL other factors), then looking for a custom notification and trying to use that under it's specific parameters - AND IF the Default Notify Mechanism and Notification Availability of the Profile are E-mail/Yes (mine are), and last it looks for a system default notification and tries to use that, and whichever one the filters find first they execute, and the process stops without looking further. I'll have to spend some time with the filter logs to confirm this supposition, but this week we are in Kinetic Request training and I don't have time to chase them down. I made time to look at our records for you because I am still _very_ interested in reaching a complete understanding of the entire ITSM 7 notification process... especially since Kinetic has it's own and I'll need them to complement one another. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Tuesday, September 18, 2007 4:58 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7: "On-Call" and "Shift" Functionality question Chris: On my tests, my system behaved differently than yours in some cases, as I recount later. I understand more now, which includes the fact that I still don't fully understand neither the way it actually functions nor the original intent. Records on NTE:CFG-NotificationEvents form appear to play a major role. Not bad, but I can't understand the overall intent, unless they had a cruel one, not benign. NTE:CFG-Notification is the form where system's default notification settings are stored for different events and also the same place where user preferences (set through the update button on profile's notifications tab) are stored. I have a custom System Default on this rec, that says that for Incident assignments, no pages should go out and email should go out all the time. With this setting, and no user specific setting, the moment a group's On Call flag is set: (1) ALL assignment emails cease. They never go out, no matter what combination of variables I try, similar to the ones you experimented with. (2) Pages go out as defined on On-Call form, for the specified times. System completely ignore any preference on user's profile such as "Notification availability". System also completely ignores group's business hours. All the system looks at is the "Paging Times" on the on call form (and the priority there). To make matters more interesting, now if any user were to specify their personal preference for email on their profile, the emails will go out as expected. So the lesson I learned is that if a group's on call flag is set, emails no longer go out based on system default rules, but only based on group member's user defined rules on NTE:CFG-NotificationEvents, for the users that have set these rules. I don't know if there are other variables that make my ITSM 7 installation behave the way it behaves. And I also don't know if this is a brilliant design the subtleties/benefits of which I fail to grasp, or it's as crappy as it appears to me. My custom system default records on NTE:CFG-NotificationEvents look not very different from out of box ones, so I'm not sure why my system behaves differently than yours. What does your system default record say for Incident assignment? I suspect that some smart group of people schemed to throw a challenge out there to see if I can figure this one out before ITSM 8 hits me like a ton of bricks. Cruel, very cruel. Or, I imagine a bunch of very brainy people waiting to see how soon somebody figures out that the intent was to Insanely Torture System Modifiers 7 days a week. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Patch 004 for AR CMDB now available (Read if you want to install ITSM 7.0 on ARS 7.1)
And they only posted patch 004 for AIX and HPUX so far Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Koelemij Sent: Monday, September 17, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Patch 004 for AR CMDB now available (Read if you want to install ITSM 7.0 on ARS 7.1) ** Hi. The last 2 weeks I have been e-mailing with BMC Support. I was trying to install ITSM 7.0.2 on ARS 7.1 but the CMDB Extension Loader always crashed ARS 7.1 on me. After a few mails to BMC Support .. they now mailed me back an e-mail, sorta saying "oh, what, you did not install patch 004 of CMDB? .. ohh no wonder it does not work" I checked the patch site and there was no patch 004 for CMDB ... three hours later, I checked again, and magically patch 004 for CMDB appeared (wearing todays date) So I am just letting anyone know .. incase you tried to install ARS 7.1 and ITSM 7.0.2 ontop of it .. and your Incident Management installation hangs (because in the background, the CMDB Extension loader crashed your ARS 7.1 server) .. use this patch. Regards, _Mark Koelemij __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Patch 004 for AR CMDB now available (Read if you want to install ITSM 7.0 on ARS 7.1)
The CMDB 2.1.0 installer also has a defect when attempting to upgrade 2.0.1.003 on ARS 7.1 - it actually tries to install 2.0.1.004 during the 2.1.0 upgrade process, but hangs before completion. I am waiting on a fix for the 2.1.0 installer now. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Koelemij Sent: Monday, September 17, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Patch 004 for AR CMDB now available (Read if you want to install ITSM 7.0 on ARS 7.1) ** Hi. The last 2 weeks I have been e-mailing with BMC Support. I was trying to install ITSM 7.0.2 on ARS 7.1 but the CMDB Extension Loader always crashed ARS 7.1 on me. After a few mails to BMC Support .. they now mailed me back an e-mail, sorta saying "oh, what, you did not install patch 004 of CMDB? .. ohh no wonder it does not work" I checked the patch site and there was no patch 004 for CMDB ... three hours later, I checked again, and magically patch 004 for CMDB appeared (wearing todays date) So I am just letting anyone know .. incase you tried to install ARS 7.1 and ITSM 7.0.2 ontop of it .. and your Incident Management installation hangs (because in the background, the CMDB Extension loader crashed your ARS 7.1 server) .. use this patch. Regards, _Mark Koelemij __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7: "On-Call" and "Shift" Functionality question
When I removed the on-call entries from the support group, normal notifications resumed. I tried again with the business hours for the group and the on-call hours carefully set to NOT overlap at all (differ by 00.00.01), and with on-call defined (and the flag set per pg. 180 in the config guide) then when I entered an Incident that met the on-call criteria during regular business hours, I got a regular notification instead (the regular notification was actually NOT set to Yes for Use Business Hours or Use Business Holidays - most of our support staff here WANT email notification 24x7 - but it also worked just now when set to Yes). When I changed the business and on-call hour cutover to 4 PM (17 minutes ago) and entered a ticket that met the on-call criteria (Critical), I got paged via the on-call setting. When I entered a High ticket which did not meet the on-call criteria, AND I have my normal notification set to 24x7 (Use Business Hours = No), I got the normal email notification of a ticket assignment to my group. The time schedules appear to be critical, and setting normal notifications to Use Business Hours can result in tickets which do NOT meet the on-call criteria (mine is Critical), AND are after business hours, generating NO notification whatsoever. Is that what you are experiencing? ITSM 7.0.02.005 on ARS 7.1 Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, September 14, 2007 2:41 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7: "On-Call" and "Shift" Functionality question I am observing the same thing after: 1) Getting TelAlert running, so that you can have command-line paging (I could not get on-call groups to work without it). 2) Creating an on-call group entry for critical tickets in my normal Remedy Support group, and designating my assistant and myself as on call. Once I set up an on-call schedule in my normal Remedy Support group, I have only received pages for critical tickets, no email notifications for lower priority tickets. This ONLY makes sense (and it is a stretch, unconfirmed by re-reading the documentation), if they never intended for the on-call function to be used from normal support groups, but for on-call groups to exist completely separate from other support groups. Of course, the value of such a thing is limited since you cannot assign a ticket to BOTH the normal support group AND the on-call group. It makes the on-call "feature" vastly less useful than I (and probably you) originally thought, and leaves me wondering how to duplicate the old preference in ITSM 4/5/6 for getting paged on Critical or Escalated tickets _in addition to_ the normal email notification. You probably have to add a bunch of custom notifications to do that. It also makes me wonder why we had to buy TelAlert at $8000 a server just to find out how limited this on-call capability really is. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, September 14, 2007 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7: "On-Call" and "Shift" Functionality question John, I believe you are talking about records on "NTE:CFG-NotificationEvents" form (alias Notification Preferences), which has records of type "User" added/modified by support staff through their profile->Notifications tab->Update Notification Preferences button->Create or Modify button. I thought I understood this part ok and it worked correctly. System default records for a given event apply only if that user hasn't defined a "User" type preference for that event. My main issue is with (2) in my original post. If a group is flagged as "on call", looks like they get paged if assignment occurs within the time they wanted to be paged (say after 5 PM). That's good. But before 5 PM, this group doen't get any notification at all. Why shoulnd't they get regular notifications...such as emails? It's crazy. Why is it either or. Why can't a group get regualr emails when appropriate and still get paged when they want...after hours, weekends??? How am I going to explain this to this customer? Somebody tell me I am talking non-sense here and that it does email. My tests and analysis of workflow show it doesn't. > > - Original Message > From: Rabi Tripathi <[EMAIL PROTECTED]> > To: arslist@ARSLIST.ORG > Sent: Friday, September 14, 2007 8:55:13 AM > Subject: ITSM 7: "On-Call" and "Shift" Functionality question &
Re: ITSM 7: "On-Call" and "Shift" Functionality question
I am observing the same thing after: 1) Getting TelAlert running, so that you can have command-line paging (I could not get on-call groups to work without it). 2) Creating an on-call group entry for critical tickets in my normal Remedy Support group, and designating my assistant and myself as on call. Once I set up an on-call schedule in my normal Remedy Support group, I have only received pages for critical tickets, no email notifications for lower priority tickets. This ONLY makes sense (and it is a stretch, unconfirmed by re-reading the documentation), if they never intended for the on-call function to be used from normal support groups, but for on-call groups to exist completely separate from other support groups. Of course, the value of such a thing is limited since you cannot assign a ticket to BOTH the normal support group AND the on-call group. It makes the on-call "feature" vastly less useful than I (and probably you) originally thought, and leaves me wondering how to duplicate the old preference in ITSM 4/5/6 for getting paged on Critical or Escalated tickets _in addition to_ the normal email notification. You probably have to add a bunch of custom notifications to do that. It also makes me wonder why we had to buy TelAlert at $8000 a server just to find out how limited this on-call capability really is. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Friday, September 14, 2007 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7: "On-Call" and "Shift" Functionality question John, I believe you are talking about records on "NTE:CFG-NotificationEvents" form (alias Notification Preferences), which has records of type "User" added/modified by support staff through their profile->Notifications tab->Update Notification Preferences button->Create or Modify button. I thought I understood this part ok and it worked correctly. System default records for a given event apply only if that user hasn't defined a "User" type preference for that event. My main issue is with (2) in my original post. If a group is flagged as "on call", looks like they get paged if assignment occurs within the time they wanted to be paged (say after 5 PM). That's good. But before 5 PM, this group doen't get any notification at all. Why shoulnd't they get regular notifications...such as emails? It's crazy. Why is it either or. Why can't a group get regualr emails when appropriate and still get paged when they want...after hours, weekends??? How am I going to explain this to this customer? Somebody tell me I am talking non-sense here and that it does email. My tests and analysis of workflow show it doesn't. --- john rosquist <[EMAIL PROTECTED]> wrote: > Yes, your observation that the system in incoherant is correct. > Though the problem goes deeper than you indicate. At the person > (people form) you cannot modify "your" global notification > preferences. You can only add to notification records to your > person/notification record (and then change and delete it). The > System administrator can only modify the "global" records. To force > the system to use the regular user/people record defaults, set the > global notification method to "none". (cross fingers > here) So you ask, why have global notification records, if to get them > to work you turn them "off". > Go figure. It turns out that the system then looks up the users actual > notification preference and uses it. (Again, cross fingers, because I > have not figured out how it does this) > > The group shift functionality seems to be underdeveloped or a partial > thaught. It does not seem to work even though you can actually > configure it. > > I really hope the BMC will modernize this bit a antiquated code. > > I am not sure that Cereal is strong enough. I have taken up playing > unreal as "dropdeadfred." > > Good luck! > John Rosquist > > - Original Message > From: Rabi Tripathi <[EMAIL PROTECTED]> > To: arslist@ARSLIST.ORG > Sent: Friday, September 14, 2007 8:55:13 AM > Subject: ITSM 7: "On-Call" and "Shift" Functionality question > > > Somebody please explain to me the "On-Call Group" > flag > on CTM:SupportGroup form. > > This is what I understand: > 1)If the flag is set, there is always corresponding > record(s) in "CTM:Support Group OnCall" form of type individual or > group. > > 2)If a group is flagged as on call, only pager notification as per > OnCall
Re: Hey gang!
>From our knowledgebase: Problem Remedy reports will not run if there is a semi-colon in the user password Solution The Remedy ODBC driver used to execute a Crystal Report from the Remedy application will consider a semi-colon to mark the end of the password, and only a partial password will be sent to either ARS or LDAP depending on where the authentication is going. Remove the semi-colon from the password to resolve this issue. Operational Application / Software/Remedy AR System User/Authentication Issues Application / Software/Remedy AR System User/Application Error Infrastructure - Servers/Remedy/Help Desk Application Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, September 14, 2007 1:26 PM To: arslist@ARSLIST.ORG Subject: Re: Hey gang! ** Hey Ben, Good suggestion. Running a report directly from Crystal Report Designer does NOT cause problems. I'm prompted for the user's credentials in the ARSystem ODBC driver and it accepts them just fine. Does the ARSystem cache the user's password somewhere to use when running a Crystal Report? Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Friday, September 14, 2007 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: Hey gang! ** If you have Crystal Report Designer, I'd bring up the report in crystal and run the report from there with the problematic user's credentials. See if the problem occurs there. Ben Cantatore Remedy Administrator Avon (914) 935-2946 "Payne, George" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 09/14/2007 01:36 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Hey gang! ** Ok...I'm a little buffaloed by this one, but I think I've nailed it down; at least a little bit: Server: 7.0.01 P02 on UNIX ITSM: 7.0 DB: Oracle 10g also on UNIX Users are usually authenticated with their Active Directory credentials when the AR System password is left blank. UserA is able to run Crystal Reports just fine and UserB gets an ARERROR 9014 using the same machine and the same client. The users have IDENTICAL security profiles within Remedy. What it comes down to is that UserB has a ";" in his password. The ";" passes authentication to the AR System just fine, but it causes an error running a Crystal Report. Is the password stored as a Global or Session Variable so that it can be supplied when needed by the Crystal Reports engine? I was able to reproduce this by entering a password directly into CTM:People with a ";" in the password. The user can login and do anything else they want to do in the system, EXCEPT run a Crystal Report. Is this a bug in Remedy or Crystal?? Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.
It seems like some of the Windows-based Remedy ARS folks are honing their .NET skills, which will help them if their organizations move from Remedy to Microsoft System Center Service Manager once it becomes a mature piece of their System Center suite. I suspect that a lot of IT managers will take a serious look at the cost comparison in a couple of years, once all of the System Center (2007/8 versions of SMS 2003, etc.) are well established in their infrastructures; I know ours will. At that point, the BMC push to packaged apps over custom (or reasonably customizable) apps may begin to hurt them, as comparable packaged solutions with local extensibility begin to compete at lower price points. ARS admins will have been reduced to tiptoeing around the fringe of the dark (and dangerous) bowels of ITSM, and be less able to deliver the kind of deep adaptations to our environments that were the strength of the platform in the past. On a more serious note, I would do almost anything to get my hands on an honest-to-gosh, working version of MasterARSuite for ARS 7.1, even if all they did was update the old one to recognize the new definitions and programming features. It was by far the best diagnostic and troubleshooting tool I ever had, and made it much easier to judge the implications of any proposed customizations - which today are more of a "trial, error, log, fix, and try again" process. And that is just nibbling around the fringes of ITSM 7. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center P.S. No tarring or feathering, please - I'm just speculating since this thread has degenerated enough to leave us writhing in ancient petroleum-based substances. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Wednesday, September 12, 2007 4:45 PM To: arslist@ARSLIST.ORG Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. ** I wouldn't say that we're a dying breed as much as we're being pushed to extinction by BMC. Ahh the tar pits aren't so bad once you get used to the heat. :) Ben Cantatore Remedy Administrator Avon (914) 935-2946 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.
...and right now sync search database feature is dead in the water due to a defect in the 7.1 Admin Tool or server (or both), so even that is not available. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, September 12, 2007 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. ** Rabi, I have had success using the Sync Search Database to lead me through some of the related items in ITSM 7. Unfortunately, log files are about the only other thing that's been educational. I'm sure that there is a utility or two out there that can help - too bad BMC can't seem to provide any of their own that are better than stuff we had years ago. Maybe with the new Admin tool coming out, they'll have the ability to give us some functionality that the current tool won't support. I wait with fingers crossed. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Running mid-tier reports on Business Objects Enterprise server
Here is my procedure for a stand-alone BOXI server to produce reports for a production mid-tier on any platform. The BOXI server is on Windows Server 2003 Enterprise R2. Install IIS 6.0 Install Java SDK 1.5.0_12 Install SQL Server 2005 Std x86 and Sp1 in mixed mode for Crystal Report Server. SQL Server authentication and TCP/IP limited to subnet - no port open in Firewall Create local SQL Server account as a db creator Install Crystal Reports Server XI on IIS Use .NET 2.0 and un-check Java Specify local SQL Server (server name instance) and crystal user account information CRXI installer creates BOE11 database and five CMS_xxx tables (The Central Management Server in the Central Configuration Manager may have to have the crystal user account pwd set manually) Install Mid-Tier 7.0.01 (IIS service off) and force load of Tomcat 5.5.17 with web enabled (port 8080) Make sure you select to also install the AR Crystal Web Application Edit tomcat config to add windows service account with strong password with Roles: manager Start - Tomcat 5.5 - Monitor Tomcat Right-click Open from the system tray to Configure On the Java tab Change "Initial memory pool" to 1024 Change "Maximum memory pool" to 1536 Change "Thread stack size" to 3000 Restart Tomcat service Add service account to local Power Users group Change Apache Tomcat service to run under service account Restart Tomcat service DO NOT Edit prefetchConfig.xml to pre-load and cache forms or applications - this server is for Crystal Web _only_ Configure mid-tier server at http://:8080/config/ General Settings Set values for Preference, Data Visualization Module, Homepage, and Authentication Server to AR Server Settings Installation should add one server, - Port # If used to serve CRXI for other remedy servers, they will need to be listed (test for conflicts) Cache Settings Default values - do not implement Pre-Fetch Report Settings [POINT TO IIS, NOT TOMCAT] Crystal/BO Report Engine Deployment: BOXI/Crystal Report Server 11 on this machine (If not listed as a choice to select, may have to uninstall/reinstall mid-tier and force it to load the AR Crystal Web Application) Reporting Working Directory: C:\AR System\Mid-Tier\reports Crystal Enterprise 10 Location: http://:80 BOXI/Crystal Report Server 11 Location: http://:80 CMS Machine Name: Business Objects Enterprise XI selected (Crystal Report Server XI selection does NOT authenticate properly) AR System ODBC Data Source Name: AR System ODBC Data Source CMS Folder Name: ARReports CMS User Name: Administrator CMS Password: Configure production mid-tier server(s) to use the BOXI server for web reporting Report Settings [POINT TO MID-TIER ON TOMCAT] BOXI/Crystal Report Server 11 on a different machine with Midtier (If not listed as a choice to select, may have to uninstall/reinstall mid-tier) C:\Program Files (x86)\AR System\Mid-Tier\reports http://:8080 http://:8080 Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pam Hollis Sent: Tuesday, September 11, 2007 1:21 PM To: arslist@ARSLIST.ORG Subject: Re: Running mid-tier reports on Business Objects Enterprise server ** I am in the process of trying to get this to work also - and still having problems. We have BO on a separate server than mid-tier - and we ran the installation for the ARWEBViewer piece but it isn't setting things up correctly. Pam Hollis Tractor Supply Company Senior Remedy Developer Remedy Skilled Professional 615-440-4617 (Office) 615-484-4617 (Fax) [EMAIL PROTECTED] _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, September 11, 2007 12:44 PM To: arslist@ARSLIST.ORG Subject: Re: Running mid-tier reports on Business Objects Enterprise server We're trying to get it to work, but BMC's documentation is terrible. As a result, we don't have it up and running yet. Part of this is my fault since I've been swamped with work and it hasn't been my top priority, but we have a Business Objects consultant that has been working on it for months and has made no progress whatsoever. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jiri Pospisil Sent: Tuesday, September 11, 2007 11:21 AM To: arslist@ARSLIST.ORG Subject: Running mid-tier reports on Business Objects Enterprise server ** ++ Please Read The Disclaimer At The Bottom Of This Email
Re: Problem with Migrator
I would recommend that anyone having trouble with Migrator 7.0.x have a look at 7.1. I have moved a fair amount of workflow and data back and forth between 7.1 ITSM servers with it, and I find it vastly improved over all previous versions. I moved a number of customized forms and workflow objects between 7.0.01.003 and 7.1 with it last month, and did not detect any errors, but I may not have audited the results as exhaustively as Rick has. I was usually satisfied when a subsequent object comparison showed no differences. Note that I was usually running it on either a 2gb RAM Vista or 1gb RAM XP client, and on both it was dramatically faster than previous versions, but one caveat; I still have to use the 5.1.2 migrator on production, so almost anything is better than that. I don't believe that you will experience problems using the 7.1 migrator between 7.0.x servers, although I never tested a 7.0 to 7.0 migration, usually 7.0 to 7.1 or 7.1 to 7.0. You may have problems with using the 7.0 migrator against a 7.1 server because of the change in license storage - I did - but who would want to? When I migrate objects, admittedly I usually turn off all of the Required Object options - a cautious habit from the past - and move everything manually, so I have not done any large-scale migrations of a major change and all of the related objects. A good acid-test in the near future might be to install ITSM patch 006 on one server, and migrate all of the differences to another, but that might be a little bit too extreme (and miss the file system changes). I might try it to move ALL of my customizations to the fresh 7.1 ITSM server I will be building out for production late this month, after backing up the clean database of course, but hopefully _after_ patch 006 comes out. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, September 10, 2007 6:44 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with Migrator ** The pattern is that it can't be trusted to do what it's supposed to do - move Remedy code and/or data from one server to another, and move ALL of it exactly - the first time it's told - so that a subsequent difference report of what it was just told to move doesn't show any appreciable differences that can't be explained by the migration masking we configure. It's like a lazy teenager that only does things halfway and has to be watched like a hawk - except that threatening Migrator doesn't work - I've tried. :-\ Rick On 9/10/07, Joe D'Souza <[EMAIL PROTECTED]> wrote: ** So what happens when you use it, it just randomly skips some permissions or is there some sort of a pattern? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ]On Behalf Of Rick Cook Sent: Monday, September 10, 2007 7:28 PM To: arslist@ARSLIST.ORG Subject: Re: Problem with Migrator ** Yes, it is true. Everybody but Migrator seems to have that concept well in hand... Rick On 9/10/07, Joe D'Souza <[EMAIL PROTECTED] > wrote: ** Doesn't General Access have the same ID irrespective? I thought that when these application groups are created they get created with the same ID across any server.. Is that not true? Joe -Original Message- From: Action Request System discussion ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Request ID "In Process"
The creation of an Incident from a Service Request will fail unless you have appropriate auto assignment rules already set up and active for the incident that _should_ have been created. This is typical ITSM 7 configuration stuff - NOTHING works right until you have completed ALL 67-odd configuration steps and 24 sub-steps properly ;-) Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Oyefeso, Bola Sent: Friday, September 07, 2007 9:50 AM To: arslist@ARSLIST.ORG Subject: Request ID "In Process" ** Hello everyone, We are trying out version 7.0. I have configured all that needed to be but when I submit a ticket it does not give me an ID; it stays in "In Process". I looked at the event and it says the following: ARCreateEntry - No groups were found using automated routing. You need to manually select a group. It also sends an email with the following information: "Service Request In Process encountered an event error with the back-end application. This error must be handled promptly" Does anyone have any idea? Bola Oyefeso __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" <>
Re: Version 7.1 Compatibility Matrix
All of my 7.1 component testing has been successful with 1.5.0_12 - no problems were the fault of the Java version. Other new apps like RKM 7.1.01 are using 1.5.0 by default for Tomcat 5.2.0, so I expect to see more of this on the updated apps. Skip 1.5.0_11 because of the registry bug if you are on Windows servers. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Tuesday, September 04, 2007 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: Version 7.1 Compatibility Matrix ** nope-- just checked, also checked the doc's did not have a listing their either. for the mid-tier , I found the JDK needs to be installed and perl 5.005 or above for midtier. Java 1.5.0_12 is what I decided to use.. hoping for the best.. On 9/4/07, Shellman, David <[EMAIL PROTECTED]> wrote: ** Any one seen the 7.1 compatibility matrix or has it not been added to the web page ( http://www.bmc.com/support/bmcremedycomp/index.htm <http://www.bmc.com/support/bmcremedycomp/index.htm> ) yet? Dave Dave Shellman Phone: (717) 810-3687 Fax:(717) 810-2124 email: [EMAIL PROTECTED] Tyco Electronics MS 161-043 PO Box 3608 Harrisburg, PA 17105-3607 __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: R: Integration with SMS Microsoft and CMDB - BMC: Remedy Discovery Service 7.0 for Microsoft SMS 2003? - Urgent Feedback Please
My understanding is that if you have a license for the CMDB, either within one of the ITSM 7 applications or independently, the Enterprise Integration Engine was freely licensed with either the Remedy Link for SQL Server or Oracle. That said, in ARS 7.1 and CMDB 2.1.0 these products (EIE, RLS, RLO) are renamed to the BMC Atrium Integration Engine 7.1.00 and include both of the old adaptors (SQL and Oracle) plus new ones for XML, DB2 UDB, and CSV. RLS and RLO are no longer separate products. The SMS integration product has always been a separately licensed product to my knowledge - we have never purchased it; I understand that changes to that product are also in the offing, in part because SMS is evolving into the System Center family of products. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian Sent: Tuesday, September 04, 2007 8:40 AM To: arslist@ARSLIST.ORG Subject: Re: R: Integration with SMS Microsoft and CMDB - BMC: Remedy Discovery Service 7.0 for Microsoft SMS 2003? - Urgent Feedback Please Hi can you please confirm that the CMDB 2.0 provides a free Remedy Link for SQL license. I have been trying for 18 months to get our Remedy Link for SMS licenses switched to Remedy Link for SQL. BMC has been giving me a temp 30 day license for the past 10 months which is a royal pain. We do not have the CMDB installed but are licensed for it. Also what is RLO? Remedy Link for Oracle? thanks -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Friday, August 31, 2007 9:53 AM To: arslist@ARSLIST.ORG Subject: Re: R: Integration with SMS Microsoft and CMDB - BMC: Remedy Discovery Service 7.0 for Microsoft SMS 2003? - Urgent Feedback Please If you own CMDB 2.0 you are entitled to both a RLS and RLO license. Contact support/licensing. -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 gcorgnati <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 08/31/2007 01:31 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject R: Integration with SMS Microsoft and CMDB - BMC: Remedy Discovery Service 7.0 for Microsoft SMS 2003? - Urgent Feedback Please ** Hi, We try to do this integration but we fail because the mapping file with the CMDB 2.0 are not available. Using the Remedy link for SQL Server product and the SMS2CMDB v1.6 integration Sw we made a easy integration. The real problem is related to the Sw License, because we need to buy a new License for the Remedy Link for SQL product !. Regards Giancarlo Corgnati Da: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Per conto di Rami S Ayoub Inviato: giovedì 30 agosto 2007 12.12 A: arslist@ARSLIST.ORG Oggetto: Integration with SMS Microsoft and CMDB - BMC: Remedy Discovery Service 7.0 for Microsoft SMS 2003? - Urgent Feedback Please ** Hi List, Does anyone do the integration between SMS Microsoft and CMDB using BMC: Remedy Discovery Service 7.0 for Microsoft SMS 2003? We need to open this subject I have facing issues with this product? Regards, Rami __20060125___This posting was submitted with HTML in it___ No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.13.0/980 - Release Date: 30/08/2007 18.05 No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.13.0/980 - Release Date: 30/08/2007 18.05 __20060125___This posting was submitted with HTML in it___ 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 to or from authorized Kohl's Associates at any time without any further consent. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: 7.1 available today?
Support for Safari 3. A complete overhaul of mid-tier. The list goes on... See the "what's new in 7.1" documents. We have been waiting for this release to go live on. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Monday, September 03, 2007 12:23 PM To: arslist@ARSLIST.ORG Subject: Re: 7.1 available today? If you don't use CMDB or ISTM is there any reason to upgrade? Dwayne Martin James Madison University Original message >Date: Mon, 3 Sep 2007 19:15:43 +0200 >From: Sebastiaan De Man <[EMAIL PROTECTED]> >Subject: Re: 7.1 available today? >To: arslist@ARSLIST.ORG > > ** > Ooops, I mean EIE 7.1 being compatible with EIE 7.0. > > I checked the release notes, nothing about another > patch for ITSM 7, so I guess somebody has to go > first and check for the rest of us :) > > > 2007/9/3, Sebastiaan De Man <[EMAIL PROTECTED]>: > > To be honest I don't expect CMDB 2.1 to work with > ITSM 7.0 without another patch. I did not download > any CMDB 2.1 documentation yet, perhaps it is in > the release notes? > > I was hoping EIE 2.1 was compatible with EIE 2.0 > and only needed an upgrade of the binaries and > forms, guess I need to catch up with my reading as > well :( > > > 2007/9/3, strauss <[EMAIL PROTECTED]>: > > The real question is not if you need CMDB 2.1.0 > to work properly with > ARS 7.1.00, but whether or not CMDB 2.1.0 will > work with ITSM 7.0.01 > Patch 005 or do we need to have been told to > wait for patch 006? Guess > I'll find out the hard way today... I plan to > upgrade both 7.1 beta > servers to 7.1 release code and see how that > goes. Looks like CMDB > 2.1.0 also contains a replacement for the EIE > application, which we had > ready for production and did not know was > changing, so that throws > another monkey wrench into the upgrade. > > Christopher Strauss, Ph.D . > Remedy Database Administrator > University of North Texas Computing Center > http://remedy.unt.edu/ > -Original Message- > From: Action Request System discussion > list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Rick > Cook > Sent: Monday, September 03, 2007 10:36 AM > To: arslist@ARSLIST.ORG > Subject: Re: 7.1 available today? > > HA! Hadn't caught that one. I think I'll wait > for the first patch. > > Rick > > -Original Message- > From: Action Request System discussion > list(ARSList) > [mailto: [EMAIL PROTECTED] On Behalf Of > strauss > Sent: Monday, September 03, 2007 8:26 AM > To: arslist@ARSLIST.ORG > Subject: Re: 7.1 available today? > > Interesting. The release notes for ARS 7.1 > state that CMDB 2.0.1 > requires Patch 004 to work properly with ARS > 7.1.00. I wonder why they > did not release it with ARS 7.1 since it is a > required patch? It isn't > on supportweb. Remind me not to try to create > any classes in the CMDB > until they get the patch released. > > Christopher Strauss, Ph.D. > Remedy Database Administrator > University of North Texas Computing Center > http://remedy.unt.edu/ > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org ARSlist:"Where > the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org ARSlist:"Where > the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org ARSlist:"Where the Answers Are" > > __20060125___This posting was > submitted with HTML in it___ Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: 7.1 available today?
The real question is not if you need CMDB 2.1.0 to work properly with ARS 7.1.00, but whether or not CMDB 2.1.0 will work with ITSM 7.0.01 Patch 005 or do we need to have been told to wait for patch 006? Guess I'll find out the hard way today... I plan to upgrade both 7.1 beta servers to 7.1 release code and see how that goes. Looks like CMDB 2.1.0 also contains a replacement for the EIE application, which we had ready for production and did not know was changing, so that throws another monkey wrench into the upgrade. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, September 03, 2007 10:36 AM To: arslist@ARSLIST.ORG Subject: Re: 7.1 available today? HA! Hadn't caught that one. I think I'll wait for the first patch. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Monday, September 03, 2007 8:26 AM To: arslist@ARSLIST.ORG Subject: Re: 7.1 available today? Interesting. The release notes for ARS 7.1 state that CMDB 2.0.1 requires Patch 004 to work properly with ARS 7.1.00. I wonder why they did not release it with ARS 7.1 since it is a required patch? It isn't on supportweb. Remind me not to try to create any classes in the CMDB until they get the patch released. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: 7.1 available today?
I did not see that in any of the ARS 7.1 release download, but maybe my
settings are wrong in this new EPD interface for me to see it. Previous
releases of the CMDB were bundled in application updates, not the AR
server itself. Looks like you have to have the BMC Atrium CMDB
Enterprise Manager in your EPD configuration just to see it at all.
Thanks for the tip - I had seen nothing to indicate that a 2.1 had been
released.
Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sebastiaan De Man
Sent: Monday, September 03, 2007 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 available today?
**
CMDB 2.1 was released as well, so it should work with that one. (one
would assume)
2007/9/3, Rick Cook <[EMAIL PROTECTED]>:
HA! Hadn't caught that one. I think I'll wait for the first
patch.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, September 03, 2007 8:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.1 available today?
Interesting. The release notes for ARS 7.1 state that CMDB
2.0.1 requires
Patch 004 to work properly with ARS 7.1.00. I wonder why they
did not
release it with ARS 7.1 since it is a required patch? It isn't
on
supportweb. Remind me not to try to create any classes in the
CMDB until
they get the patch released.
Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
ARSlist:"Where the
Answers Are"
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
ARSlist:"Where the Answers Are"
__20060125___This posting was submitted with HTML in
it___
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the
Answers Are"
Re: 7.1 available today?
Interesting. The release notes for ARS 7.1 state that CMDB 2.0.1 requires Patch 004 to work properly with ARS 7.1.00. I wonder why they did not release it with ARS 7.1 since it is a required patch? It isn't on supportweb. Remind me not to try to create any classes in the CMDB until they get the patch released. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Crystal Reports on the Web
Crystal Reports Server XI with limited licensing is bundled with Crystal Reports Professional XI, which you will need if you want to author any new reports or edit existing ones in ITSM 7. CRS XI can be installed and configured to provide the web component for reporting to mid-tier 7.x using several combinations of web and application servers. You do not need a fancier (read more expensive) version of a Business Objects web server just to get mid-tier reporting to work. BO changed their licensing model on us from concurrent licenses to fixed licenses when they delivered CRS XI (replacing the old Enterprise report server in 7, 8.x, and 9), so you have to tell mid-tier to use a BOXI server connection instead of CRS in order for the licensing to work properly. None of this has any bearing on how the User Tool displays Crystal Reports on a Windows workstation, it only applies to the mid-tier web. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Yearsley Sent: Tuesday, August 28, 2007 1:38 PM To: arslist@ARSLIST.ORG Subject: Crystal Reports on the Web ** I have been tasked with researching BMC Remedy Crystal Reports and displaying them on the web. I have been checking out both Business Objects Website and the compatibility matrix on BMC Remedy's web site. >From this information it appears that there are three different products supported by BMC Remedy ITSM 7.0. Of these three only one is clearly supported for web display of the reports. 1. Crystal Server - This appears to be supported for Remedy 7.0, but not for the display of reports from the application. What integration is there between Crystal Server and BMC Remedy? 2. Crystal Enterprise 10 - This appears to be the only product clearly supported for displaying reports on the web. 3. Business Objects XI - This appears to be the replacement/upgrade for Crystal Enterprise 10. Is this product also capable of displaying Crystal Report files on the web. Is there one product better/easier than the another? Where is the best place to start? If you would like to take this offline feel free to contact me at [EMAIL PROTECTED] Thanks __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Survey: AR System 32-bit / 64-bit Linux usage in 2008-2009
I am _much_ more interested in when BMC is going to natively support Windows Server 2003 x64 and beyond on either Intel or AMD (not Itanium) hardware. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Saturday, August 25, 2007 4:32 PM To: arslist@ARSLIST.ORG Subject: Survey: AR System 32-bit / 64-bit Linux usage in 2008-2009 ** Hi All, BMC is considering an effort to create a native 64-bit AR System for use in a 64-bit Linux environment. This effort is targeted for mid-2008. Prior to making this decision, BMC is asking for feedback on what effect this will have on you, our customers and partners. If possible, please take the time to visit the following survey link and respond to a quick survey (it is under 10 questions) regarding your current and future use of 32-bit and 64-bit Linux environments. Your responses will help guide the future direction of BMC Remedy AR System and the BMC solutions powered by AR System. Click Here <https://www.surveymonkey.com/s.aspx?sm=aKM12M_2bhcW82cj1CjgaHxQ_3d_3d> to take the survey, or copy this link into your browser of choice: https://www.surveymonkey.com/s.aspx?sm=aKM12M_2bhcW82cj1CjgaHxQ_3d_3d <https://www.surveymonkey.com/s.aspx?sm=aKM12M_2bhcW82cj1CjgaHxQ_3d_3d> Thank you in advance for your participation in this survey. David J. Easter Product Line Manager <http://www.bmc.com/> AR System - BMC Service Management Business Unit __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" <>
Re: WS2003 SP2
Installing Sp2 on my 2003 Enterprise x64 R2 server immediately killed the Tomcat instance under mid-tier, and I was unable to resolve it easily (no one here is very familiar with Tomcat) so I had to uninstall Sp2. No such problem on x86 or non-R2 servers seen, just the x64 R2. All of my other 2003 servers (all Enterprise, mix of x86 and x64, web servers R2 except development web) have had no problem with Sp2 since I installed it in April. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Monday, August 20, 2007 1:22 PM To: arslist@ARSLIST.ORG Subject: WS2003 SP2 ** Is anyone running SP2 for Windows Server 2003? Or anyone have problems with it? We are running 2003 with no service pack, ARS 6.3, IIS6 and we're having problems with a memory leak. The server guys want to install SP2 but I want to be sure we aren't going to break our production box :) Thanks - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings & Loan Association, F.A. Email: [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Authentication problem in Remedy LDAP for passwords with special characters.
We are on Windows 2000/2003 servers / SQL Server 2000/2005 / IIS5/6/Tomcat 5.5 but are also authenticating to eDir on Linux, and have been since 2003 with 5.1.2 production systems and every ARS version since then in test/development. We even got SSL working (no fun at all with certificates - easy with sTunnel). I have not seen problems with special characters (certainly not # or *) and our password reset interface to eDir requires at least one special character to be used. The only special character to AVOID is the semi-colon, since the ODBC driver that mid-tier and the User Tool use for crystal reporting will consider it to be the end of the password and you will be unable to authenticate over ODBC. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Prasan Katti Sent: Thursday, August 09, 2007 3:02 PM To: arslist@ARSLIST.ORG Subject: Re: Authentication problem in Remedy LDAP for passwords with special characters. ** The ARS server is running on Solaris 9 but the LDAP server is on Suse Linux. On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote: ** What OS is the ARS Server running on? _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Prasan Katti Sent: Thursday, August 09, 2007 2:51 PM To: arslist@ARSLIST.ORG Subject: Authentication problem in Remedy LDAP for passwords with special characters. Hello Listers, We have recently started using the AREA LDAP plugin to authenticate our remedy users with the LDAP server. We are cross referencing blank passwords and are having problems authenticating users whose password contain special characters (#,@,& etc). We are able to authenticate these users against the LDAP server using a different client (like LDAP Browser), so the problem could be with the Remedy plugin. The LDAP server is basically the Novell eDirectory used within the organization. If anybody here has faced similar problems before or if I am missing something obvious (server settings?), please let me know.' The server environment is ARS 6.3 patch 21, Tomcat 2.0.51 running on Oracle 9i database. Thanks in advance, Prasan. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Licenses not applying through people form RESOLVED
What patch level of the app has _this_ bug still in it? Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Thursday, August 09, 2007 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Licenses not applying through people form RESOLVED That was it Roger. Thanks for your help on this! The filter CTM:PPG:Add_100_ChkLicenseFixed was incorrectly counting the number of fixed licenses in use. -Matt Matthew C. Gayford Technology Research & Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, August 07, 2007 5:17 PM To: arslist@ARSLIST.ORG Subject: ?*? Re: Licenses not applying through people form ** There was a error on a filter that counts licenses. Capture a log and review the filters that check for fixed licenses and you will see the qualification is not including fixed as it should. -Original Message- From: Gayford, Matthew C. <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Tue, 7 Aug 2007 3:54 pm Subject: Licenses not applying through people form ** I'm just wondering if anyone has had a similar problem- When I try to assign fixed Incident Management licenses via the people form, I get an error that says "Unable to assign Fixed license. All Fixed licenses (8) for 'Incident Mgmt/Service Desk' have been assigned." However, if I go to the user form and add BMC:Incident Mgmt User Fixed to the application license field, it works fine and I get the note that "the following application fixed licenses have been granted BMC:Incident Mgmt 5/8." It seems like the people form isn't seeing that we have licenses available. Has anyone seen this before? ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 -Matt Matthew C. Gayford Technology Research & Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __20060125___This posting was submitted with HTML in it___ _ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com <http://www.aol.com?ncid=AOLAOF0002000437> . __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Floating licenses being treated as read-only
Friday humor comes early this week. After successfully importing over 107,000 active CTM:People and User records into a Customer company on one server this weekend from an EIE-fed table, I made the mistake of opening the Companies and Organizations console (COM:Company) from the ITSM 7 Application Administration Console and searching for the customer company (I needed to check the valid Locations and Organizations against another server. Apparently someone wrote an active link or process that tries to refresh the People tablefield on opening COM:Company, no matter what tab it opens to (Alias), without thinking about how many people might be loaded on a production system; oops! It is still trying to do just that...(Refreshing table up to administrator's limit). I am still trying to figure out where in the on-open actions is one that I can turn off to stop that. Cute. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7.0 bug.
Even more interesting, when the CTM:People Permission Groups form is opened in Dialog View-Access, selecting a row in the Access Restrictions tablefield fires an active link that tries to copy the contents of that 128 character field back into z1D Description above it, which is 69 characters long. Talk about successive truncation... Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Russell, James C Sent: Tuesday, July 31, 2007 5:12 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0 bug. Oh, great...hope there are more of those out there :/ Have a good evening, man--tomorrow is launch, tweaking, and downright finishing that thing... *wave* ~james  __ [] James C. Russell  512.475.9262 | [] SA, ITS User Services 512.475.9400 | [] [EMAIL PROTECTED] |  ~~ > -Original Message- > From: Payne, George > Sent: Tuesday, July 31, 2007 4:45 PM > To: arslist@ARSLIST.ORG > Cc: Rubarth-Lay, James W; Russell, James C > Subject: ITSM 7.0 bug. > > Hey Gang, > > We're using ITSM 7.0 on ARS 7.0.01 with an Oracle 10g database. > > Trying to create a new Support Group, I guess I got a little too > aggressive with the "Description"; I typed 141 characters and it threw > the error below when I tried to save it. The field properties show it > to be a 255 character field on the Support Group form, but the > underlying field that the Description is being pushed to by workflow > is apparently only 128 characters on the CTM:SYS-Access Permission > Grps form. When I trimmed the Description to < 128 characters, it > saved just fine. > > --- > > ARERR [552] Failure during SQL operation to the database : ORA-12899: > value too large for column "ARADMIN"."T567"."C10" (actual: > 141, > maximum: 128) > > ARERR [306] Value does not fall within the limits specified for the > field : (Maximum length- 128) : CTM:SYS-Access Permission Grps > : Description > > --- > > I didn't see this on the ARSWiki, so I guess I'll turn in a request to > support. > > Gp > > George Payne > Assistant Director, User Services > Information Technology Services > University of Texas at Austin > 512.232.7513 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: AREmail 7.01 P3 -- JAVA
The last time I had to do this it entailed updating the "set JavaPath" line in the EmailStart.bat file in the AREmail install directory, as well as manually changing the CLASSPATH and Path entries in Environment Variables to point to the newer version of Java. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Monday, July 30, 2007 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: AREmail 7.01 P3 -- JAVA ** My Bad --- Windows 2003 SP 2 On 7/30/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote: ** I forgot ... What platform are you using? _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of patrick zandi Sent: Monday, July 30, 2007 8:41 AM To: arslist@ARSLIST.ORG Subject: AREmail 7.01 P3 -- JAVA ** Hello, I upgaded all the JAVA's on the boxes for security purposes.. which is wonderful but now the AREmail engine will not start.. I have tested 1.4.2_15 and 1.5.0_12 but both seem to be a no go. Anyone ? Got any information to share.. -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Custom Column ID range
Does anyone know what BMC Remedy is currently recommending for a custom range of column IDs? I know there used to be a statement of direction on that, but danged if I can find it anywhere on SupportWeb. Here is what I am seeing on my servers, which leads me to wonder where site-specific column numbers should go: Field IDs to 300 BMC Core and AST 1xxxTMS - Task Management 2 BMC Core and AST 3 Core, Fundamentals, SLM, RKM 4 BMC Core 43xxx CMDB 53000 BMC Core 53687 EIE 6000x Kinetic Request 7 Kinetic Request 8 EffectTech 9 10 ITSM Applications 15369x ITSM (CTM People) That leads me to believe that the 9 range is open, but I don't know if some other application I don't have installed is already using it. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Say what about that knowledge base?
The KB is probably still running on mid-tier 6.3, which only supports IE 6 and Netscape. KMXperts requires mid-tier, and yes it has been very IE-centric prior to version 7.x. KMXperts 7.1 is now a java applet and works properly in a much wider variety of browsers now. I would quote the Remedy Product Compatibility Matrix if they had been good enough to include it in that list - it's the red-headed stepchild I'm afraid, in so many ways. There is a cryptic entry under the BMC Product and Availability Utility, but that does not list supported client environments (or much of anything else useful - like the fact that you need a SQL database for 7.x). As far as mid-tiers go, you have to be on mid-tier 7.0.x to get Firefox support. I personally have had very few issues with IE 7 (which I use 99% of the time from either XP or Vista) against _any_ mid-tier (5.1.2 and 6.3 are our production servers) including released 7.x servers running the ITSM 7 apps. The other 1% of the time I am poking around in the Safari Beta 3.02, which still has issues with the older mid-tiers but no where near as many as Safari 2 did. I maintain that users should never have to go get and install any browser that did not come with their OS (and in many organizations they won't have enough permissions to do so, anyway), so I am looking forward to full support of Safari on OS X in mid-tier 7.1...when Apple finally quits messing with iPhones and gets 3.0 out the door. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, July 26, 2007 7:52 AM To: arslist@ARSLIST.ORG Subject: Re: Say what about that knowledge base? I find that the Mid Tier works better with Firefox than with IE, but since KM Experts is not part of Remedy, maybe the original design was IE only. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Thursday, July 26, 2007 5:41 AM To: arslist@ARSLIST.ORG Subject: Re: Say what about that knowledge base? It wouldn't work for me with Fire Fox. When I logged issue with support, the answer was Fire Fox is not supported. Once I switched to IE and allowed pop ups for the site I had no problem. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BUW 2007 Track Sessions Announced
Oh, I think that it will be inevitable here as well, so BMC better start figuring out how to tie their CMDB into the MS CMDB (and I don't mean with federation pointers, either). Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Friday, July 20, 2007 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: BUW 2007 Track Sessions Announced Which our Windows Team wants to roll out (MS CMDB) even though we own and are implementing ITSM7+CMDB *sigh* -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 "Sokol, Brian" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 07/20/2007 01:03 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: BUW 2007 Track Sessions Announced The Beta has been out for a few weeks now. Service Desk also has a CMDB. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Friday, July 20, 2007 1:34 PM To: arslist@ARSLIST.ORG Subject: Re: BUW 2007 Track Sessions Announced Actually, they don't have a site up as far as I can tell about their "Service Desk" software, which isn't out yet. It is part of the System Center suite (which is the wrong approach to take I think, but that's another topic.) I read an interesting article on http://www.eweek.com/article2/0,1759,1954020,00.asp?kc=EWRSS03119TX1K594 The part that caught my eye was this from the Microsoft guy: "Many companies have substantial investments in service desks, but we know the level of dissatisfaction with those is pretty high. For small companies with no investment, our product will be straightforward to adopt and have it integrate deeply. It will integrate with existing service desks out there over time." The first thing is the most obvious part where they say they "know the level of dissatisfaction", which is true to my observations, at least lately, due to many factors. It's not just BMC, but also other helpdesk and change control apps seem to be universally reviled. Whether this is a function of their role as showing mistakes and errors on the part of I.T., or because the software is bad can vary, but I've never worked at a place where anyone other than the manager of the helpdesk loved the software. The other thing that really caught my eye though was that they claim they will integrate with existing service desks out there. BMC is part of one of the pushes that Microsoft is making to come up with a standard way of representing services, so even though Microsoft will probably take some of BMC's business, I do think that both companies will probably end up focusing on different aspects of service management. Personally, I plan to learn all I can about the new Microsoft apps. If it overtakes Remedy, then I'll be ahead of the game for migration. If they integrate, then I'll know where to start on that too. If Microsoft fails miserably and their service desk app becomes known as MS BOB 2.0, then there will at least be some things to learn from them about what not to do with an ITSM suite, and it would make BMC's solution look better and get users to appreciate it more. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng Sent: Friday, July 20, 2007 11:57 AM To: arslist@ARSLIST.ORG Subject: Re: BUW 2007 Track Sessions Announced You can read all about it here: http://www.microsoft.com/systemcenter/ -- Jarl On 7/20/07, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]> wrote: > ** > > > > Sorry I had to snip the thread because I get the "your message was > over 1000 characters" error. > > > > That Microsoft is entering the ITSM arena is absolutely huge. I was > not aware of this...of course it makes sense for Microsoft to do so, > considering how hot ITIL/ITSM is these days. Shawn is right-the > integration alone will make Microsoft's product a winner. Just > think-instant connection and visibility to the Active Directory and > SMS. No plug-ins, integration engine, data migrator, blah, blah, blah > needed. Just install it, configure it, and it automatically starts > "seeing" the infrastructure. If they build it right, that is-which > I'm sure Microsoft will. > > > > All of this is a very bad omen for BMC, in my mind. The company has > totally jumped off the cliff, in my mind. And what's worse is they > are now "killing the converted" so to speak. With their marketing &g
Re: CORRECTION: Help file installation woes on IIS...
I think the problem is also in the active link that leads to the help - mine point at http:///eie/html/Output/helpfile.htm /eie/html/Output/helpfile.htm> which is problematic - there are no web servers installed on the ar servers. The release notes do not address that problem, only the incorrect directory path. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Friday, July 20, 2007 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: CORRECTION: Help file installation woes on IIS... ** And just in case any of you are trying to install EIE, there is a documentation bug on the path where EIE help files are supposed to be copied.. The method to install EIE help is to copy the files from a directory mentioned in the documentation, and this directory name is wrongly documented (I think as html).. Moreover the path where you are to find this directory is also wrongly documented.. Unfortunately I do not recall the path to this directory, but the directory name is help and not html as is documented.. and I do not have access to that system to check that out for you if you need it.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ]On Behalf Of Doug Blair Sent: Friday, July 20, 2007 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: CORRECTION: Help file installation woes on IIS... Hi Joe! Just had to do this same thing myself. There's another gotcha if you install SLM. SLM actually has two documentation trees - User and Config - and the Help File Path URL knows about neither one of them. I wound up putting the User files where Help File Path thinks the docs ought to be, since I expect to be the only person who uses the configuration stuff. Most of the time language variations are handled with a system of links or shortcuts. For example "en" is more or less identical to what you would find under "C," or "en_US," if those directories were there. My hunch is that the people who wrote helpinstall.sh didn't include the soft links Doug ___ Doug Blair Remedy Skilled Professional dougblairingcom +1-224-558-5462 .. Original Message ... On Fri, 20 Jul 2007 12:19:15 -0400 Joe D'Souza <[EMAIL PROTECTED]> wrote: ** I just thought I'd pass on my experience on installing help files on IIS server when the IIS server is remote. The Help File Path property on the Share Applications Property form, has incorrect data. The help file path value that the installation sets for all the apps is as follows: http:// :80/InetPub/wwwroot// That messes things up as when you attempt to open the link from any of the help buttons/URL's on any of the consoles, as the generated path is: http:// :80// What I also noticed is that it adds an additional 'en' folder to Incident, Problem, Asset and Change help URL, when the only option to install is English and no other packs. Though the URL expects that additional 'en' folder, the actual help files are installed on the root of the Application Help Folder, without creating a language subfolder 'en'. So the URL that is built is in the format: http:// :80// The files get installed on \Inetpub\wwwroot\\ whereas it ought to be in \Inetpub\wwwroot\\en\ I just thought I'd tip you guys that you might require to do these changes I had to do to get these help files working at this new engagement that I am at. Cheers Joe __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BUW 2007 Track Sessions Announced
We had a presentation two weeks ago on the entire System Center 2007 suite from Microsoft (we are going to be implementing the 2007 replacements for MOM and SMS) and they showed us where Service Manager fit into their suite. You can sign up for and download the beta from connect.microsoft.com. I have been looking at the docs in my spare time - I need to get my SharePoint 2007 site configured in order to install it, I think. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Friday, July 20, 2007 12:34 PM To: arslist@ARSLIST.ORG Subject: Re: BUW 2007 Track Sessions Announced Actually, they don't have a site up as far as I can tell about their "Service Desk" software, which isn't out yet. It is part of the System Center suite (which is the wrong approach to take I think, but that's another topic.) I read an interesting article on http://www.eweek.com/article2/0,1759,1954020,00.asp?kc=EWRSS03119TX1K000 0594 The part that caught my eye was this from the Microsoft guy: "Many companies have substantial investments in service desks, but we know the level of dissatisfaction with those is pretty high. For small companies with no investment, our product will be straightforward to adopt and have it integrate deeply. It will integrate with existing service desks out there over time." The first thing is the most obvious part where they say they "know the level of dissatisfaction", which is true to my observations, at least lately, due to many factors. It's not just BMC, but also other helpdesk and change control apps seem to be universally reviled. Whether this is a function of their role as showing mistakes and errors on the part of I.T., or because the software is bad can vary, but I've never worked at a place where anyone other than the manager of the helpdesk loved the software. The other thing that really caught my eye though was that they claim they will integrate with existing service desks out there. BMC is part of one of the pushes that Microsoft is making to come up with a standard way of representing services, so even though Microsoft will probably take some of BMC's business, I do think that both companies will probably end up focusing on different aspects of service management. Personally, I plan to learn all I can about the new Microsoft apps. If it overtakes Remedy, then I'll be ahead of the game for migration. If they integrate, then I'll know where to start on that too. If Microsoft fails miserably and their service desk app becomes known as MS BOB 2.0, then there will at least be some things to learn from them about what not to do with an ITSM suite, and it would make BMC's solution look better and get users to appreciate it more. Shawn Pierson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Providing Read/Write Access Without Buying Licenses? I Doubt It
I am wondering how much trouble I will get in by switching Submitter to Requester in places like the filter HPD:HII:CreateIncident_100'! - and going back to the old Submitter = Requester model? I cannot avoid some customizations - I am already in there having to restore Login_ID (and to some degree Corporate ID, which has been treated inconsistently) to its former status as a search field for both customers and customers' tickets, or there is no way we will ever get our users to switch from ITSM 5.5 to 7.x. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, July 18, 2007 3:24 PM To: arslist@ARSLIST.ORG Subject: Re: Providing Read/Write Access Without Buying Licenses? I Doubt It That's what Helpdesk 4 used to do. I just verified that ITSM7 Incident Mgmt does not change the submitter. It's who submitted, not the customer. (shocker) -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 Scott Parrish <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 07/18/2007 03:04 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Providing Read/Write Access Without Buying Licenses? I Doubt It Mike, As you know, locking the submitter modes mean the submitter field cannot be changed after it has been populated. But that doesn't mean that the submitter field can't be initially populated with the value you want it to have. For instance, if a customer calls your help desk and your customer service agent submits the ticket, that doesn't mean that the initial value of the submitter field can't be the ID of the person calling in, not the person actually submitting the ticket. In this way, the person calling in can still work the ticket on his own. I would bet this other organization plans to "fix" this problem by changing the workflow where the submitter value is originally set to $USER$ to some other value. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Wallick Sent: Wednesday, July 18, 2007 3:46 PM To: arslist@ARSLIST.ORG Subject: Providing Read/Write Access Without Buying Licenses? I Doubt It Here's an interesting for for y'all. We have a very good and fairly long relationship with a BMC partner that we use for consulting/development/purchasing and, when the time comes in November or so, we will also be using them for support instead of BMC. First, a little background. We use Remedy Customer Support 5.6 with a not-too-customized version of the Customer Access Interface deployed through the mid-tier. The submitter mode on the AR server is locked, so that customers with account using read licenses can submit and work their own tickets through the web. However, we have many customers that insist on using the phone for the initial submission of an issue, and then want to work the ticket from then on through the web. You see where I'm going with this? The customer can't update tickets via the web if they were not the submitter, unless they have a fixed or floating license. Floating licenses are expensive, so we've been reluctant to go down that road. Our VP of support doesn't like the BMC partner that we've been using nearly full time for the past two years (they're GREAT, BTW), so now this VP is bringing in another consulting firm who claims that for $6400, they will solve the customer access interface licensing "problem" without purchasing any new licenses from BMC and also in a "BMC approved" manner. I call B.S. First, I find it hard to believe that BMC would allow some sort of scheme where you can get away with not buying licenses and still give your customer base read/write access to their tickets. Second, how else would one run a server in locked submitter mode, while still allowing customers to modify "their" tickets even if the ticket was submitted on their behalf by a tech support agent? The first thing that comes to mind would be to have a trigger or scheduled job or something at the database level change the submitter column to the customer's login name on insert of a new record. I seriously doubt that's a "BMC approved" solution. Perhaps this firm is going to suggest something like having the customer's "log in" but all the actual interaction with ARS will be proxied through a single user with a fixed license and all the necessary permissions. But even that seems like something that BMC might balk at. Thanks. Mike
Re: Dallas User Group
The closest thing to a Dallas area group is when Column IT or even BMC hosts a session in their offices in the metroplex. The Texas Remedy User Group has met intermittently for years (Austin, Houston, or Dallas - at least back to 1997) depending on whether Remedy/Peregrine/BMC was supporting it, and independently when none of them were. The most recent Dallas "event" was a BMC Remedy DFW User Group meeting hosted by Column IT in February 2007. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don Simmons Sent: Wednesday, July 18, 2007 11:46 AM To: arslist@ARSLIST.ORG Subject: Dallas User Group ** Is there an active User Group in the Dallas area? Does anyone know? Don Simmons _ PC Magazine's 2007 editors' choice for best web mail-award-winning Windows Live Hotmail. Check it out! <http://imagine-windowslive.com/hotmail/?locale=en-us&ocid=TXT_TAGHM_mig ration_HMWL_mini_pcmag_0707> __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Crystal Report Server XI vs Business Objects Enterprise XI CMS & Tomcat question. (UNCLASSIFIED)
I had loads of "fun" with this, earlier this year. I ran _many_ different iterations of this before settling on our current solution. Crystal Reports Server XI is what comes bundled with Crystal Reports Professional and has always been sufficient for Remedy web reporting without licensing a full-blown Crystal server (7, 8, 8.5, 9), but with XI it got trickier. You may install Crystal Reports Server, but tell mid-tier it is using BOXI for the CMS connection or it doesn't do the licensing correctly (ignore the mid-tier documentation). The only way I have ever gotten all of the management consoles for Crystal to install properly are a) install on its own Tomcat server, which then does not work well with mid-tier's tomcat server on the same machine, or install to IIS using .NET instead of java. The latter has become my preferred solution. I have been able to force Crystal Reports to install on the same instance of tomcat as mid-tier (I install mid-tier to use BOTH the tomcat java application server AND web server, otherwise it has no advantage over IIS), but then I never got the configuration management console applications for crystal to load and run properly. My final solution was to put Crystal Reports Server on IIS port 80 using .NET instead of java, which gives me a clean install with all of the management consoles working (otherwise you cannot get to the license settings), and then install mid-tier on tomcat (app server and web server on port 8080) also using a default setup. Then in the mid-tier configuration I specify "BOXI/Crystal Report Server 11 on this machine" and point to the port 80 location of the crystal server. Then on my production (and development, or other production if multiple) mid-tier server (a much more powerful web server) I simply point to the mid-tier server on the crystal machine at port 8080 with the setting "BOXI/Crystal Report Server 11 on a different machine with mid-tier" and let the supporting crystal server dish up the reports over its local mid-tier. This avoids any need to set up shared directories between servers. It sounds contorted, but the default installs of these products don't play well together, and I have the added attraction of Remedy Knowledge Management which wants to install its own, different version of tomcat and has different java requirements, so that in the end each function got its own server. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of HARTWICK, SCOTT G CTR DISA JSSC Sent: Wednesday, July 18, 2007 9:36 AM To: arslist@ARSLIST.ORG Subject: Crystal Report Server XI vs Business Objects Enterprise XI CMS & Tomcat question. (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Can someone explain the differences in the products as they apply to the latest Remedy Mid-Tier 7.0.1p3: Crystal Report Server XI Business Objects Enterprise XI Seems the latest installer directs us to Business Objects Enterprise XI. I can't seem to get a clear answer from the vendor or Remedy, so will keep asking. A follow on question has to do with the Tomcat installation. Crystal wants to install it's own version of Tomcat as does the Mid-Tier installation. Should they or do they need to use the same instance of the installation? Thanks in advance. Scott Remedy ARS Server 7.0p2 SunOS/Oracle Mid-Tier 7.0 Win 2K Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
TelAlert with ITSM 7
Has anyone gotten any experience yet with configuring the ITSM 7 paging and on-call groups to work using the TelAlert messaging server? I particular, were you able to use one TelAlert server installed on any one machine from either the development or production AR Servers, or does it only work if installed directly on the production AR Server (there is the issue of where to put the modem). We want to do whatever it takes to have the on-call group capability in the OTB ITSM 7 application available for our support groups. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Default Web Path issue
Are you doing something odd on the mid-tier? I have never seen the single setting NOT work for both mid-tier and email (EXCEPT for SLA 5.5 notifications, which were pure junk). On our 5.x servers which have SSL enabled: Default Web Path: https:///arsys On our 7.x servers which do not have SSL yet (haven't fought/won that particular fight with tomcat - it's easy on IIS): Default Web Path: http://:8080/arsys Email Notification Web Path: http://:8080/arsys I have never had to use a different setting for each one, but in 7.x it is at least doable in the Advanced tab. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Monday, July 16, 2007 3:56 PM To: arslist@ARSLIST.ORG Subject: Default Web Path issue ** Has anyone figured out how to get the Default Web Path to work properly for the Mid Tier and the Email Engine at the same time? Basically, if you use it set to something like servername/arsys the web works. If you try to set it to http://servername/arsys <http://servername/arsys> then it becomes a link in the emails sent out, but breaks the Mid Tier. Thanks, Shawn Pierson 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. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Response tab in the EIE:Datamapping form
I am using this to "clear" the update flag on the vendor form data. Our eDir LDAP system writes new and updated records to my SQL Server table with a field named RunUpdate set to a value of 1. I use the vendor query to ONLY push records from vendor form to AR form if RunUpdate = 1; then I have the setting in the Response tab reset that value in the vendor table to 0. Future passes of the data exchange skip that record until another update from LDAP sets the RunUpdate flag to 1. It works like a champ, but I had to get some coaching from Doug in support to figure out how to use it. Query Tab - Data Key Query subtab: Vendor Query: RunUpdate = 1 Response tab: AR Resp Field: constant|"0" Vendor Resp Field: RunUpdate Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, July 11, 2007 2:11 PM To: arslist@ARSLIST.ORG Subject: Response tab in the EIE:Datamapping form ** Listers, I was looking to find documentation on this, but cannot seem to find any references to this on either the eieadmin.pdf guide nor the sqlserver.pdf guide that is installed in the doc subdirectory of the EIE installation path. Does anyone know what exactly this mapping is used for? Does anyone know where to find documentations on it? Thanks Joe __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Submitter Mode - Locked ...Brute force?
The old 5.x apps we still have in production (and earlier versions) used a "Submitter = Requester" push or set fields on Submit mechanism to ensure that the Requesters would always be able to update their own tickets, which normally are submitted on their behalf by agents or other IT staff. ITSM 7 does NOT work this way, except through the Requester Console service requests. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky Rockwell Sent: Wednesday, July 11, 2007 12:40 PM To: arslist@ARSLIST.ORG Subject: Re: Submitter Mode - Locked ...Brute force? We could not work if we could not set the submitter field on create. We have people submitting tickets for other people. When this happens we set the submitter field to the customer id. So they can modify certain fields we have set to submitter -modify. If we could not do this we would have to thousands of license for our people world-wide. and some of those people only have 1 or 2 tickets per year. If we had to have thousands of license I know we would dump ready in a heartbeat as we could not afford it. *Rocky* Rocky Rockwell eMA Team - Remedy Developer [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> Ph#1: 214-567-8874 Ph#2: 325-884-1263 Carey Matthew Black wrote: > Leigh, > > I totally agree with your concerns about changing the "Submitter mode" > value on an ARS server.. They are well founded. > > > If you have an application that is designed for "Submitter mode" = > "Locked" then it should also work fine on a server with "Submitter > mode" = "Changeable" too. However the reverse is not true. ( If the > application is designed for "Changeable" it _may_ not work in a > "Locked" environment. ) > > > Personally I think the behavior of a Push action should be more > intelligent to the environment setting of "Submitter mode" during its > "Modify" behavior. If "Submitter mode" = "Locked" then field 2 values > should never be "Pushed" to the target record for a Modify. (Yes it > can be sent during a "Submit".) It just seems like a simple change to > make that would prevent a lot of pain for all application developers. > Maybe it becomes a footnote in some of the docs, but the reason the > workflow would work "that way" is to honor the user defined > configuration of the AR Server. > > > I have often wondered how much effort was put into the OOB apps due > to the above "gotchas" with ARS workflow and the "Submitter mode" > setting. > > > > I also think some changes should be made in the "by matching field ID" > stuff too. But this is a slightly different topic for Push actions and > does not depend on "Submitter mode". > > Like prevent modify of core field IDs ( field ID 1-99) by default. > There might be a need/want to also allow a way to define exceptions to > core field IDs to force them to be "modified" too. I can see some > arguments for the fields 4,7, 8, and maybe for other fields like 16-99 > [If I knew what those fields are. :) ]. But you could just as easily > define a local, non-core field that you could use to communicate those > few "core field values" too. So the workaround for not having an > exception list would be easy enough to do and keep the change in the > basic action much smaller. So the exception list would be overkill in > my book. > > > Back to your original questions: > > " > 1. Is there any way, other than ones that require "brute force", to > determine if the original system has workflow that modifies the > submitter field? I have set the development box to Submitter Mode > locked and tried some very limited record modification, but I don't > have any testing resources available. > " >Testing is the most accurate way to know the actual answer. >In theory you might find a bug that "includes" field 2 in a push > action even though it is not defined in the workflow. (Like the ARS > Server incorrectly parse the Push action and splits a 2 off the end of > a different field ID that was actully in the Push action. ) But that > kind of bug has not been seen by me, and I hope it never is. :) >However, looking through the workflow is your best "predictive" > approach to the problem. Several good tools have been listed. However > I think ARSDocs was left out of the list. So let me push that one out > there too... > > https://sourceforge.ne
Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM
Sorry, I have done enough complete reinstalls of ARS/ITSM and backup/restores to the dev server since the time I installed the help files that I don't think the paths survived to be corrupted by any patches. Both of my 7.x servers show the application help as uninstalled, so I installed it just now - post ITSM patch 005. The new install I just did from both the IM 7.0.01 and the IM 7.0.02 help setup files places the files in a path that does not contain the /en/ segment, which is what the help link in the 7.0.02 application is looking for. That appears to be a 7.0.02 thing, to add the language directory to the link, but unfortunately the help installer in 7.0.02 is not matching the link in terms of where it places the files on the web server. Looks like a bug to me!! Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, July 11, 2007 11:15 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM ** Troy, Chris, I noticed another problem too in patch 4. The help file paths get a little messed up and you can no longer open help files on your ITSM apps.. I had to relocate by copying the help files to the folders it now expects after the installation of patch 4. I think this path gets overwritten when changes are made to the share application properties form on upgrading to patch 4. Chris, did you face the same issue? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ]On Behalf Of strauss Sent: Wednesday, July 11, 2007 11:28 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM The only errors I saw with patch 004 were with the reports - I conclusively proved that installing patch 003 and 004 (which reapplies 003 files) overwrites the OOB crystal reports with new copies that have the Locale field set back to NULL or in one case the full description of the report, after which they no longer appear in your report console (en_US installations). I am currently executing ITSM patch 005 against my pre-production server - whole new paradigm here - one installer for IM, PM, CM, and/or AM, all languages, previous patches reapplied if needed, etc. We'll see if they finally got this right. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ <http://remedy.unt.edu/helpdesk/> -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Troy Sasso Sent: Wednesday, July 11, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: ITSM 7, Patch 4 - Incident, Change, Problem, SLM Hey folks, Has anyone run patch 4 for ITSM 7 yet? I noticed in my log files that there were some DEF file failures for Patch 3 & 4, everything prior to those seemed to work just fine during the imports. Has anyone seen this in their patching? Thanks, Troy __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7, Patch 4 - Incident, Change, Problem, SLM
The only errors I saw with patch 004 were with the reports - I conclusively proved that installing patch 003 and 004 (which reapplies 003 files) overwrites the OOB crystal reports with new copies that have the Locale field set back to NULL or in one case the full description of the report, after which they no longer appear in your report console (en_US installations). I am currently executing ITSM patch 005 against my pre-production server - whole new paradigm here - one installer for IM, PM, CM, and/or AM, all languages, previous patches reapplied if needed, etc. We'll see if they finally got this right. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Troy Sasso Sent: Wednesday, July 11, 2007 10:15 AM To: arslist@ARSLIST.ORG Subject: ITSM 7, Patch 4 - Incident, Change, Problem, SLM Hey folks, Has anyone run patch 4 for ITSM 7 yet? I noticed in my log files that there were some DEF file failures for Patch 3 & 4, everything prior to those seemed to work just fine during the imports. Has anyone seen this in their patching? Thanks, Troy Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. http://autos.yahoo.com/carfinder/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: EIE Service crashing periodically with a Windows error...
It says in the eie.cfg to leave it at the installed 5 minutes for debugging, but set it to 60 minutes for production. I set it to 60, but I think for production I might set it to 1440 for the once-a-day check and leave it at that - how often am I going to be changing EIE data feeds on a production server?? In less than 24 hours I am already up to 133 sleepy EIE connections to the SQL Server, with the one data exchange running every 15 minutes. This thing works like a screen door on a submarine. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, July 11, 2007 8:08 AM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... Just did a little more investigating. It appears that EIE connects to arserver on a configureable intervale (5 minutes in my case) to check for changes to the data exchanges. Every 5 minutes, it creates 1 socket connect to the arserver and never closes the connection. This is 1 factor causing us to hit the hard limit for file descriptors. EIE 7.0.1 patch 4 on Solaris 9 Axton Grams On 7/10/07, Joe D'Souza <[EMAIL PROTECTED]> wrote: > ** > > > Hi Chris, > > I recreated the one with spaces too and didn't see any difference either. > > In my case I may need to identify which exchange did what, so it might > be nice for me to leave a 'stamp' behind of when an exchange updates the form. > This is because I might have data coming in from more than one source > on the same table, and each of these source might require different > workflow actions performed on them. Unfortunately none of the core > data of the form the exchange is performed on will identify the name > of the exchange that performed an update. > > So I have tested running the SQL statement select 'constant' by > picking the SQL option from the 'Rules' display list, and I can set > the 'constant' value to a field 'Exchange Name' that I have created. > > A workaround to reducing the number of SQL server processes could be > to start the EIE services using a cron job if you are on UNIX or a > batch file using scheduled tasks on windows, at the time it needs to > be run, and then stop it after it would have finished that job using > another cron job/scheduled task. I've noticed that on an average, over > a constant set of data, the time taken to run the exchange is > generally the same, so giving it a fair degree of standard variation, > the service could be stopped after a significantly longer duration than it takes to run. > > It is not a pretty solution (actually its not a solution) but at least > can be used as a workaround.. It should kill the SQL server processes > it initiated after the services are shut down as well as bring down > the memory consumption. Have you tried doing something similar? I > think I will attempt it and see if it will help any.. > > Joe > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] Behalf Of strauss > Sent: Tuesday, July 10, 2007 5:21 PM > To: arslist@ARSLIST.ORG > Subject: Re: EIE Service crashing periodically with a Windows error... > > ** > The only data exchange I have active is Vendor Data into AR, and is > named "Update UNTPersonShadow" (with a space in the name) and runs on > server instance "ARS_REMEDY7_EIE_REMEDY4_Inst_001." > > I copied it to a new one with no spaces in the name, made the old one > inactive and the new one active, and restarted the service. Starting > the service created at least one, maybe two connections, running the > first exchange created a total of three. The second time the exchange > ran created two more, and the exchange that just finished added two > more for a total of seven after three data exchanges. Peak Memory > Usage has grown about 200 K with each data exchange. So, changing the > name does not seem to make a difference. The support folks I talked > to said that the actions of the exchange (vendor into AR, vendor into > CMDB, AR into vendor, etc.) had contrasting effects on memory > management, making it hard to optimize the eie.exe for all supported exchanges. > > Copy and Run buttons work in patch 004 - that was one of the fixes as > I recall. > > Christopher Strauss, Ph.D. > Remedy Database Administrator > University of North Texas Computing Center > http://remedy.unt.edu/helpdesk/ > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTE
Re: EIE Service crashing periodically with a Windows error...
The only data exchange I have active is Vendor Data into AR, and is named "Update UNTPersonShadow" (with a space in the name) and runs on server instance "ARS_REMEDY7_EIE_REMEDY4_Inst_001." I copied it to a new one with no spaces in the name, made the old one inactive and the new one active, and restarted the service. Starting the service created at least one, maybe two connections, running the first exchange created a total of three. The second time the exchange ran created two more, and the exchange that just finished added two more for a total of seven after three data exchanges. Peak Memory Usage has grown about 200 K with each data exchange. So, changing the name does not seem to make a difference. The support folks I talked to said that the actions of the exchange (vendor into AR, vendor into CMDB, AR into vendor, etc.) had contrasting effects on memory management, making it hard to optimize the eie.exe for all supported exchanges. Copy and Run buttons work in patch 004 - that was one of the fixes as I recall. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, July 10, 2007 3:05 PM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... ** Hi Chris, I just noticed something else which I think is worth mentioning.. It looks like its not releasing the SQL process thread to only one of the 3 exchanges I have defined on my system.. There are 2 exchanges that I have set up for receiving updates from an SQL server, and 1 exchange set to update an SQL server. The threads seem to freeze up on one of the 2 exchanges that are set for receiving updates.. all the settings on this too are identical.. EXCEPT for the naming convention.. I am wondering if EIE has a preference on no spaces or special characters in its names? I'm just curious as to what naming conventions you are using for your exchanges?? Any spaces in the names? Special characters? No spaces or special characters in names??? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Tuesday, July 10, 2007 3:45 PM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... ** ISS03129616 Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, July 10, 2007 2:33 PM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... ** I wouldn't have noticed mine too but as a habit if I have control of the backend database I usually am in the habit of restricting number of user connections if that is possible and since it is on SQL, I had it down to 50. We hit the 50 limit twice today on our development box, and that's how we ended up noticing that EIE seems to hog all these 'extra' connections.. Also one of my co developer was noticing degradation on performance due to timeouts so we think we know why we were getting these timeouts. Right now I am in the process of writing what we have learnt to our first line of support.. Is there any chance I could have your Issue number so we could inform our first line of support that there is a related ticket open? Maybe that might help them help us.. We don't as yet have a ticket open directly with Remedy but if we can have our first line understand this is a potential bug we could have a remedy support ticket created quicker.. Joe __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: EIE Service crashing periodically with a Windows error...
ISS03129616 Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, July 10, 2007 2:33 PM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... ** I wouldn't have noticed mine too but as a habit if I have control of the backend database I usually am in the habit of restricting number of user connections if that is possible and since it is on SQL, I had it down to 50. We hit the 50 limit twice today on our development box, and that's how we ended up noticing that EIE seems to hog all these 'extra' connections.. Also one of my co developer was noticing degradation on performance due to timeouts so we think we know why we were getting these timeouts. Right now I am in the process of writing what we have learnt to our first line of support.. Is there any chance I could have your Issue number so we could inform our first line of support that there is a related ticket open? Maybe that might help them help us.. We don't as yet have a ticket open directly with Remedy but if we can have our first line understand this is a potential bug we could have a remedy support ticket created quicker.. Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Approval Engine Issues (Two issues are resolved)
On your last point, I discovered several months back that sometimes the menu that was selected under a selection field in ITSM 7 was actually the wrong menu, which filtered incorrectly for the function it was performing. The best example is that the Company menu on the People Search uses an unrestricted menu when it should have used a menu that either only includes operational and customer companies, or excludes manufacturers, suppliers, and vendors. Once you import the DSL data it becomes almost unusable because of all the Manufacturer companies. Here is some of the findings from my ticket last January: "What I was trying to do was eliminate the manufacturers that appear after importing the DSL from the People Search company menu. There is no reason for them to appear here, and it may have been a programming oversight on systems that did not have the DSL installed. The CTM:SearchPeople form currently has menu COM:CPY:CompanyAll-NoGlobal-Q attached to the Company+ field. A _much_ better choice would be the existing COM:CPY:Company=Oper/Cust-Q menu, and I have switched my development system to use that one instead." Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, July 10, 2007 1:44 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine Issues (Two issues are resolved) ** I just got off the phone with BMC support and got a couple of things addressed, although it seems that all of the things listed as bugs below are either actual defects or an enhancement request. The second issue listed, "The AP-Central:SetRequirePassword active link gets triggered even though the Approvals are not set to use it, causing probably half of my users to be unable to approve changes." is an actual defect that I was told will be patched in the future. The workaround is to run two escalations in the def file that truncate the Process Instance ID field from "Change Level IA - Implementation" to "Change Level IA - Implementati". It seems that on AP:Detail this field is not long enough to handle the full text, so it truncates it and then an error occurs as the system can't look up the approval. The other item that is semi-resolved is "We are using multi-tenancy, so we are able to add an approver from another company that does not have access rights to see the change, and that user refuses to approve any changes that he can't see. I think the multi-tenancy permissions should be changed so that people can see Change Requests that are not for their company, if they are an approver.". This is mostly as designed, although the approval engine needs to be tightened down to not allow people to be approvals for things that they have no access rights to. This is something my company runs into as a result of the weird sort of multi-tenancy we require to be both SOX and FERC compliant, so it may not happen for everyone. Also, I have an incident open that has BMC support stumped for now -- The multi-tenancy functionality does not work correctly for the Assignment tabs on Incidents and Changes. We have users that can have permission to one or two companies, and the menus for things like the Assigned Company, Owner Company, Change Manager Company, etc. and all the related fields do not show the correct data. Some show too little, some show too much. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Tuesday, July 10, 2007 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine Issues ** I implemented ITSM initially without patches so based on what the approval console was like back then, we made a decision to approve from within the ticket. So I can only comment on approvals done in directly in the change tickets. Problem 1 - I never encountered the approve functionality error, however I'd suggest checking the people profile and see what kind of access they do have, compare that person's profile with a user that is not having an issue. Problem 2 - I think this is people profile related Problem 3 - If you approve directly should be a non issue - or you can modify approval central like we did so it does show that info Problem 4 - I have the same issue, no one has complained about this, but now that I look at it, I think I'll modify the interface here at some future date. Problem 5 - All my approvers happen to be IT, so I've not had the problem (yet) but I'm guessing as long as the user has license and permissions for Infrastructure Change user it should work. Problem 6 - Using
Re: EIE Service crashing periodically with a Windows error...
I have an open issue on the memory leaks in EIE patch 004 and 005, and I posted this information to it right after I sent it to the list. If you had not mentioned seeing extra connections, I might not have noticed it - the SQL Server involved is x64 on a dedicated server with 10 gb RAM, so I suspect it could have gone a _lot_ farther down the road before it started giving me any kinds of errors. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, July 10, 2007 1:51 PM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... ** Hi Chris, Thank you for the information.. What you are describing is exactly what I am seeing on my server.. I have 5 instances of EIE, 3 of which are being used by Data exchanges that are defined. So what happens the minute I start all these 5 instances is that it opens 5 user connections to the SQL database and in a minute or so 2 connections close, (instances where no exchanges are defined on) leaving me with 3 open user connections to SQL consumed by EIE.. However, as the exchanges kick of periodically, it opens up an additional connection leaving the previous open so from 3 open connections from the time I started these services about an hour ago, I have now ended up with 11 open connections that are sleeping! And I think this keeps on increasing till it hits the SQL server limit we defined at 50 connections and then it throws up SQL errors of no more available SQL connections to attach itself to! If this what looks like an obvious defect on the EIE, I wonder if its being addressed to??? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Tuesday, July 10, 2007 11:59 AM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... ** You know, that's a real possibility. My AR server where I have a form updated by EIE every 15 minutes is showing similar connections to a server without EIE active - about 25 connections to the ARSystem database. The SQL Server with the vendor form EIE is reading from and posting back a Response to is a separate server from those hosting the ARSystem databases, and it is showing 918 sleeping connections from EIE!! Obviously it is opening a new connection every time it checks for any new data exchange definitions (hourly) and when it runs a scheduled data exchange (every 15 minutes), and is not releasing any of them. No wonder the eie.exe (patch 005) is gaining 200 K every time it runs!! Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, July 10, 2007 10:35 AM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... ** I see this in the -T2.dbg file just before the time the service crashed. The service crashed at 5:00:41 AM [04:56:41,07/10/07] - CONNECT CDC, USER ARAdmin (Native Database) [04:56:41,07/10/07] - *** ERROR *** [DBNETLIB][ConnectionRead (recv()).]General network error. Check your network documentation. (SQL Server 11) [04:56:41,07/10/07] - VendorOpenConnection: unable to connect to database, rc = 590 [04:56:41,07/10/07] - Error: Adapter.OpenConnection completed with errors issued [04:56:41,07/10/07] - StartDataHandlers: Vendor Data Handler failed to start. [04:57:41,07/10/07] - CONNECT CDC, USER ARAdmin (Native Database) [04:57:41,07/10/07] - *** ERROR *** [DBNETLIB][ConnectionRead (recv()).]General network error. Check your network documentation. (SQL Server 11) [04:57:41,07/10/07] - VendorOpenConnection: unable to connect to database, rc = 590 [04:57:41,07/10/07] - Error: Adapter.OpenConnection completed with errors issued [04:57:41,07/10/07] - StartDataHandlers: Vendor Data Handler failed to start. [04:58:41,07/10/07] - CONNECT CDC, USER ARAdmin (Native Database) [04:58:41,07/10/07] - *** ERROR *** [DBNETLIB][ConnectionRead (recv()).]General network error. Check your network documentation. (SQL Server 11) [04:58:41,07/10/07] - VendorOpenConnection: unable to connect to database, rc = 590 [04:58:41,07/10/07] - Error: Adapter.OpenConnection completed with errors issued [04:58:41,07/10/07] - StartDataHandlers: Vendor Data Handler failed to start. [05:00:41,07/10/07] - Thread started [05
Re: Identifying user running a data exchange
I keep using appadmin for the data exchanges because I don't have a bunch of stray fixed licenses to tie up for process users. So far each data exchange routes to a different custom feeder form - I don't have more than one source hitting a single table. To tell what the exchanges are doing, I closely monitor instance log since that seems to be the only place that errors are raised to. That said, I see what you are trying to do. Does the CMDB have a mechanism for identifying the source of the data feed, when you are pushing data to it from EIE and of course the various discovery tools? If so, that might be a clue on how to approach the problem. I have not started working on the EIE asset feed to the CMDB - that's "next" - so I don't know. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, July 10, 2007 12:21 PM To: arslist@ARSLIST.ORG Subject: EIE: Identifying user running a data exchange ** Listers, This is an idea I just had but wanted to validate the reasoning behind it, as well as invite suggestions from others who might have had to do something similar, in case you had done something better than this.. We will be given asset data that might be coming from several data sources, many of them being SQL servers, and we have to use EIE as a tool for data exchange. Our choice regarding the tool is thus limited so even though it is possible to do this directly through database links, due to the nature of their requirement, those possibilities are ruled out. I would like to know what you guys are doing to identify which of the n number of exchanges defined just ran on a table, creating records or updating some, if there is more than one exchange. For e.g. if lets say I have created a bucket in the AR System called EIE:ComputerSystems, but there are 2 exchanges that run on it, one named lets say EIE-001 and the other EIE-002 each running on DB01 and DB02 respectively to bring in 2 sets of data, I would like to know what you guys are doing for identifying one from the other. The reason I think I would need this is to define workflow that fires specifically for each of these exchanges. The idea I have was to create AR users EIE-001 and EIE-002 and so on for each of the exchange defined, so that the workflow could use the $USER$ keyword to identify the exchange.. The cost of this however would be that I would require Fixed licenses towards each of these users if I am not to deny them rights to modify at the time they run. Would there be a better way of identifying these exchanges? Maybe I'm answering my own question here (I just had this thought while thinking this through and composing this email after writing the question above!), but maybe by creating a field called Exchange Name in the bucket, and hard-coding the name of the exchange in the field mapping?? Has anyone done something similar? Your inputs would be valuable.. Joe __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: EIE Service crashing periodically with a Windows error...
You know, that's a real possibility. My AR server where I have a form updated by EIE every 15 minutes is showing similar connections to a server without EIE active - about 25 connections to the ARSystem database. The SQL Server with the vendor form EIE is reading from and posting back a Response to is a separate server from those hosting the ARSystem databases, and it is showing 918 sleeping connections from EIE!! Obviously it is opening a new connection every time it checks for any new data exchange definitions (hourly) and when it runs a scheduled data exchange (every 15 minutes), and is not releasing any of them. No wonder the eie.exe (patch 005) is gaining 200 K every time it runs!! Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, July 10, 2007 10:35 AM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... ** I see this in the -T2.dbg file just before the time the service crashed. The service crashed at 5:00:41 AM [04:56:41,07/10/07] - CONNECT CDC, USER ARAdmin (Native Database) [04:56:41,07/10/07] - *** ERROR *** [DBNETLIB][ConnectionRead (recv()).]General network error. Check your network documentation. (SQL Server 11) [04:56:41,07/10/07] - VendorOpenConnection: unable to connect to database, rc = 590 [04:56:41,07/10/07] - Error: Adapter.OpenConnection completed with errors issued [04:56:41,07/10/07] - StartDataHandlers: Vendor Data Handler failed to start. [04:57:41,07/10/07] - CONNECT CDC, USER ARAdmin (Native Database) [04:57:41,07/10/07] - *** ERROR *** [DBNETLIB][ConnectionRead (recv()).]General network error. Check your network documentation. (SQL Server 11) [04:57:41,07/10/07] - VendorOpenConnection: unable to connect to database, rc = 590 [04:57:41,07/10/07] - Error: Adapter.OpenConnection completed with errors issued [04:57:41,07/10/07] - StartDataHandlers: Vendor Data Handler failed to start. [04:58:41,07/10/07] - CONNECT CDC, USER ARAdmin (Native Database) [04:58:41,07/10/07] - *** ERROR *** [DBNETLIB][ConnectionRead (recv()).]General network error. Check your network documentation. (SQL Server 11) [04:58:41,07/10/07] - VendorOpenConnection: unable to connect to database, rc = 590 [04:58:41,07/10/07] - Error: Adapter.OpenConnection completed with errors issued [04:58:41,07/10/07] - StartDataHandlers: Vendor Data Handler failed to start. [05:00:41,07/10/07] - Thread started [05:00:41,07/10/07] - ExchangeByComparingLists: [935] entries will be processed into AR/CMDB [05:00:41,07/10/07] - Start comparing list of records on Tue Jul 10 05:00:41 2007 [05:00:41,07/10/07] - SessionID=CDC data [05:00:41,07/10/07] - direction=VendorDataIntoAR [05:00:41,07/10/07] - updateType=Both New and Changed [05:00:41,07/10/07] - AR System Data Server=remedydev1 [05:00:41,07/10/07] - >> Intermediate statistics [05:00:41,07/10/07] - [05:00:41,07/10/07] - ExchangeByComparingLists: Vendor Key = 1, AR Key = 1, Vendor Key = AR Key, check for changes Would the service have reasons to fail and terminate because there are unavailable user connections to the database? I looked at the SQL logs and it did look like the number of SQL users had exceeded 50. That the user connections should rise to 50 is almost impossible at 5:00 AM in the morning at this site as we have only 5 Fast, 10 List and 2 Private threads configured to the database and besides the AR System, there are no other connects to the database. What would bring the user connections up to 50? Are there connections established to the database that are not being released once its been established? And is there a fresh connection activated everytime a data exchange service runs leaving it open after its completed??? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ]On Behalf Of Axton Sent: Tuesday, July 10, 2007 10:49 AM To: arslist@ARSLIST.ORG Subject: Re: EIE Service crashing periodically with a Windows error... We have similar issues on Solaris. We have been though multiple debug builds and as far as I know the problem is still happening, occasionally. Axton Grams On 7/10/07, Joe D'Souza <[EMAIL PROTECTED]> wrote: > I have a test data exchange established on a database that resides on the > same database server as the AR System server.. Everything seems to work well > as far as the exchanges run but periodically, I get a windows error that > kills the EIE service that this exchange is tied to. > > This windows error pops up in a typical windows fashion, with the dialog box > that can send the information to Microsoft. > > This is what I see in the Windows Event Application log > > Faulting application eie.exe, vers
Re: Sever version shows old version after patching.
You will have to root around in the SHARE:Application_Properties records to see the current patch levels. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Uday Joshi Sent: Monday, July 09, 2007 11:26 AM To: arslist@ARSLIST.ORG Subject: Re: Sever version shows old version after patching. At the time of applying the patch you know that you are applying patch 4 but I am still cursious to know a sure shot method to check what is the patch level of ITSM application, some thing similar to Server Information? Best Regards, Uday Joshi -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lunkwill Sent: Monday, July 09, 2007 07:58 PM To: arslist@ARSLIST.ORG Subject: Re: Sever version shows old version after patching. Thanks for your answers, now I now the difference... It was the 7.0.2 patch 4 for BMC Remedy Change Management we applied. Will check the 7.0.01 patch 3 for the server.. Thanks again. /Regards Johan On 9 Juli, 14:06, "Shellman, David" <[EMAIL PROTECTED]> wrote: > Axton, > > Thanks for the update on the patch level. > > Dave > > > > -Original Message- > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Axton > Sent: Monday, July 09, 2007 7:29 AM > To: [EMAIL PROTECTED] > Subject: Re: Sever version shows old version after patching. > > ARServer 7.0.1 patch 3 (email, midtier, arserver, etc) is available. > > Axton Grams > > On 7/9/07, Shellman, David <[EMAIL PROTECTED]> wrote: > > > There is a difference between the application versions and the > > server versions. > > > The latest server version that I'm aware of is 7.0.1 patch 2. > > > Dave > > -- > > [EMAIL PROTECTED] (Wireless) > > > - Original Message - > > From: Action Request System discussion list(ARSList) > <[EMAIL PROTECTED]> > > To: [EMAIL PROTECTED] <[EMAIL PROTECTED]> > > Sent: Mon Jul 09 03:59:32 2007 > > Subject: Sever version shows old version after patching. > > > Applied 7.0.2 patch 4 on our 7.0.01 patch 1 system. > > After this I looked in Server Information and saw that Server > > version still says 7.0.01 patch 1 > > > Why? > > > I believe I've missed something. > > Maybe upgrade of arserver.exe. > > But this does not come with 7.0.2 patch 4 > > (We are running on Windows 2003.) > > __ > __ > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > ARSlist:"Where > > the Answers Are" > > __ > __ > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:"Where > the Answers Are" > > __ > _ UNSUBSCRIBE or access ARSlist Archives > atwww.arslist.orgARSlist:"Where the Answers Are"- Dölj citerad text - > > - Visa citerad text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Quickstart Standard Edition Datalink for BMC Remedy ITSM
Is this particular utility intended to remain freeware after the beta, or will it then become a licensed and/or fee-based product? Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Chen Sent: Monday, July 09, 2007 1:53 AM To: arslist@ARSLIST.ORG Subject: Quickstart Standard Edition Datalink for BMC Remedy ITSM ** All- Effective Technologies, a BMC Consulting and Tech Alliance partner, is pleased to announce the start of our open beta of the QuickStart Standard Edition Datalink for BMC(tm) Remedy(tm) ITSM v7.0 The QuickStart Datalink product is a bulk data load tool for populating ITSM foundation data. Designed for simplicity, users populate data in one of several Microsoft(tm) Excel(tm) spreadsheets, convert the data into csv file format, and easily upload the data into the Datalink pre-processing staging forms. Out-of-box Datalink workflow copies the data to the correct underlying ITSM foundation forms automatically. The QuickStart Standard Edition Datalink is a free to download and use. Effective Technologies offers 30-day and 90-day support packages for customers that need assistance using the tool. Please visit http://www.effect-tech.com/products2.html to download. Rick Chen Principal, Effective Technologies __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: SLM 7.0.03 Installation error
Is your SQL Server set to allow Windows-only authentication? The SLM installation requires SQL Server authentication, although there are now ways to restore operation to Windows-only authentication after the install has been completed. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Greg Donalson Sent: Friday, July 06, 2007 11:19 AM To: arslist@ARSLIST.ORG Subject: SLM 7.0.03 Installation error Hi all, I am getting an error when installing SLM 7.0.03 on a Windows 2003 server with a SQL 2005 database. We have ARS 7.0.01 patch 3 with Incident and Problem already installed with patch 4. The error we are getting is: "Database connection failed: ARSystem 1433 ARAdmin. Please try again." I am getting this where you would input the Database Server, Database User, Database User password. We are logged in as an administrator and are using a user that we used to install ARS. Not sure why it would not be working now. Any help would be appreciated. Thanks! Greg Donalson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Using the rulehelper.exe OR rlshelper.exe
I have already defined exchanges to tables in three different named databases on one SQL Server (default instance), and since the Vendor Configuration tab takes separate entries for ServerName, DatabaseName, and login data I see no reason why I could not connect to another SQL Server as well. If I get a chance, I have other SQL Servers to connect to - just had not had a reason to test it. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ P.S. Each patch level of the SQL Server Adaptor / EIE application appears to be heavily re-written from the previous versions - I have to assume that the docs have not caught up. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, July 05, 2007 2:55 PM To: arslist@ARSLIST.ORG Subject: EIE: Using the rulehelper.exe OR rlshelper.exe Looks like there is a documentation bug on the BMC Remedy Link for SQL Server 7.0 Administration Guide. They refer to the executable that builds rules as rulehelper.exe whereas I see an executable called rlshelper.exe on my installation. Anyway, has anyone used this to build links to 2 different mutually exclusive SQL servers? I wanted to know if it is possible to configure EIE to connect to various SQL servers residing on different machines. Each of these SQL servers could have more than one database. We have a possible requirement where we might have to connect to more than 1 database on a single SQL server. Our possible requirement could also be that we have more than one SQL server that we might have to have EIE connect to. If it is not possible to have EIE connect to more than one SQL server, can a linked server option be used together with the Remedy Link for SQL to have these connections happen? I would have tried the above options myself before writing to the list but as of now I do not have access to the other SQL servers.. Rgds Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: EIE: Error while running a test exchange..
Two things - if the data exchange you are setting up is NOT to the CMDB, your connect message in the dbg log will look quite a bit different. My test exchange is "Vendor Data into AR" using a SQL Server 2005 table as the source, so the connection looks like: CONNECT , USER (Native Database) This is with the SQL Server Adaptor / EIE 7.0.01.004. Second thing - there is a HUGE memory leak in the eie.exe distributed with Patch 004 (dtd 4/19/2007). Within 36 hours, running an exchange hourly (source table and target AR form have 121 K rows, but target is not yet tied in to CTM:People with workflow), the eie service would hit 1.9 gb of memory and crash or hang the service. When hung, it would not stop properly, but would issue a timeout error waiting for a transaction response from the service. Support issued me a new executable and dll that will be in Patch 005, but they still leak, just less; running the same exchange every 15 minutes since last Friday afternoon the memory usage of the eie service ballooned from 13 K to 80 K with a peak of 92,604 this morning. It had already reached the point where stopping the service manually results in a timeout error. So, just because you get it configured correctly and connecting to the source and ARS servers properly, don't expect it to run properly over time. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Troy Sasso Sent: Wednesday, July 04, 2007 8:41 AM To: arslist@ARSLIST.ORG Subject: Re: EIE: Error while running a test exchange.. Hi Joe, What are you seeing in your Debug log for EIE? You should eventually (once it's working) see the following in your Debug log within EIE; * [08:06:35,05/22/07] - StartDataHandlers: Connection established to both AR/CMDB and vendor application. * 1. Make sure EIE can resolve the server name, I've seen instances where using IP address vs. server name makes the difference. 2. Are you clicking on the 'Run Now' button on the EIE console to kick this exchange off? If so, don't. Just Activate the exchange on the console and then restart the EIE server in the server. The restart will kick off the exchange . Then, check your debug log (/service/debug) and let me know what it shows. Regards, Troy --- Kelly Deaver <[EMAIL PROTECTED]> wrote: > Joe, > 1. Open > EIE_Install_Dir\apps\EIE\service\conf\eie.cfg and check the values for > the parameter ARServerName, ARLogin and ARPassword. Make sure the > values are all correct. > 2. Check the path listed in the > EIE:ApplicationSettings. If it doesn't match the path where you found > the eie.cfg file then workflow can't find the file to update it and > the service can't find it to pull the information it needs to run. > > Generally, I see this happen when you specify a non-default path on > install and it doesn't get updated in the EIE:ApplicationSettings > record for whatever reason. > - > Kelly Deaver > [EMAIL PROTECTED] > > > > Original Message > > Subject: EIE: Error while running a test > exchange.. > > From: Joe D'Souza <[EMAIL PROTECTED]> > > Date: Tue, July 03, 2007 2:49 pm > > To: arslist@ARSLIST.ORG > > > > ARS 7, and EIE 7.0.1 patch 4. > > > > I get this error while running a data exchange.. > > > > Set fields active link running a process failed Unable to retrieve > > host name and port for EIE > Service. Make sure the AR > > System user name and password are correct in > 'EIE:ApplicationSettings' > > form. > > (ARERR 1603) > > > > Everything seems to be correct on the EIE > Application Settings form.. > > I've > > reentered the password 10 times over to make sure > I didn't fat finger it. > > All other settings are accurate on this form. What > could it be? > > > > Has anyone else faced this issue? Is there some > other setting some other > > place I have to be looking for? > > > > Joe > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at > www.arslist.org > > ARSlist:"Where the Answers Are" > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > Sick sense of humor? Visit Yahoo! TV's Comedy with an Edge to see what's on, when. http://tv.yahoo.com/collections/222 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Retaining Remedy Emails in Outlook
This is how we toss responses to notifications to the mailbox where Rem-Mail processes them - we use a rule in Outlook to redirect them to the other mailbox, then delete them. To retain Sent Mail you may have to add the line to the EmaiDaemon.properties file: com.remedy.arsys.emaildaemon..MAPI_Sent_Folder=Sent Items It worked on 7.0.01.003... Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Monday, July 02, 2007 3:19 PM To: arslist@ARSLIST.ORG Subject: Re: Retaining Remedy Emails in Outlook ** Hi Rick You could always create a separate mailbox and set up an Outlook rule to copy incoming emails received by the Remedy mailbox to the new mailbox. Also include the new mailbox in the BCC field for all outgoing emails. That might work OK and would also keep the Remedy mailbox light and clean. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide <http://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf> tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk <http://www.westoverconsulting.co.uk/> _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, July 02, 2007 9:13 PM To: arslist@ARSLIST.ORG Subject: Retaining Remedy Emails in Outlook Some of you may remember a few versions ago, when the email engine would hang if there were any emails in the Inbox of the Remedy email account. We just made up a rule to delete or move them, and that fixed the problem. I'm on v7.0.1 p2 now, and it's deleting them without any rule, and I don't see any way to tell ARS to retain them. I know that I can keep them in the AR System email messages form, but the customer also wants to store both the incoming and outgoing emails in the actual email account, and neither are being stored at present, despite the fact that we're doing nothing to delete them. The only rule we have in place is to delete Out Of Office emails, so that they don't create a new ticket or start a recursive loop. Anyone have an idea on this? Rick Cook __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Multitenancy in a Large Enterprise
If you are willing to customize, you can of course do much more. Axton customized our existing production Help Desk 5.5.1 to add row-level locking on several different aspects of the application, ranging from group assignment to a set of categorizations. It just isn't how they built it in ITSM 7, and I am reluctant to get carried away with customizations in an application suite this massive (and buggy). We are trying to meet both our security and our usability requirements through configuration, not customization. There are still several messy customizations that are essential before implementation, such as the resurrection of Login Name as the key search and identification field for every object related to people. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Friday, June 29, 2007 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Multitenancy in a Large Enterprise ** It just doesn't seem very robust to me. The system we're using today (not ITSM) allows you to define "functional areas" which are defined by the administrator based on a combination of criteria-company, department, office, building, and/or room. Row-level locking is then tied to the functional area, not the company. It allows for much greater flexibility. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, June 29, 2007 2:30 PM To: arslist@ARSLIST.ORG Subject: Re: Multitenancy in a Large Enterprise We thought about that approach - imposing an artificial hierarchy over the companies, which all sit at an equal level, but have not elected to do it (we think it will slow users of the interface down if they already know who all of the companies are, unless we use a custom pull-right hierarchical menu to access the data). The bottom line is that row-level locking is located at the Company level. Any need to move it to the Organization or Department level would require a fundamental change to the ITSM 7 application. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Multitenancy in a Large Enterprise
We thought about that approach - imposing an artificial hierarchy over the companies, which all sit at an equal level, but have not elected to do it (we think it will slow users of the interface down if they already know who all of the companies are, unless we use a custom pull-right hierarchical menu to access the data). The bottom line is that row-level locking is located at the Company level. Any need to move it to the Organization or Department level would require a fundamental change to the ITSM 7 application. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Friday, June 29, 2007 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: Multitenancy in a Large Enterprise ** When you go into a company's configuration, on the Advanced tab you can set up multiple tiers for the companies, although I'm not sure what that does. If you have ITSM 7 installed, go to the Application Administration Console, select one of the companies you created, and click "View". Look at the Advanced Configuration tab, and try seeing what the Multi-tiered Menu Structure does. You might be able to use it to group the individual companies below into what appears to be one organization though that, but since I've never tried it I don't know how useful it would be. If that is sufficient, you could create the 12 companies like below and then combine them in the Menu Structure Tier 1. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Friday, June 29, 2007 2:13 PM To: arslist@ARSLIST.ORG Subject: Re: Multitenancy in a Large Enterprise ** That would make the value no longer atomic. That's not acceptable per my requirement. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, June 29, 2007 1:48 PM To: arslist@ARSLIST.ORG Subject: Re: Multitenancy in a Large Enterprise Ok...maybe I'm being a little too simplistic here, but why don't you just set up the following 12 "companies": Widgets Research Widgets Development Widgets Testing Widgets Contracting Sprockets Research Sprockets Development Sprockets Testing Sprockets Contracting Gizmos Research Gizmos Development Gizmos Testing Gizmos Contracting This should keep you from custom coding. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, June 29, 2007 1:32 PM To: arslist@ARSLIST.ORG Subject: Re: Multitenancy in a Large Enterprise There is no way to do this without custom coding. However, it can be done. We are currently doing this exact thing for a customer utilizing dynamic groups. We are doing it a level above where you are asking for it but there is no reason it couldn't be done further down the tree. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Friday, June 29, 2007 1:20 PM To: arslist@ARSLIST.ORG Subject: Multitenancy in a Large Enterprise ** Has anyone attempted to implement multitenancy in a large, complex enterprise? Suppose I have a very large company called Acme Incorporated, and let's say Acme actually consists of multiple quasi-independent subsidiaries-Widgets, Sprockets, and Gizmos. Let's say Widgets, Sprockets, and Gizmos were each independent companies that were recently acquired by Acme. So Acme's structure looks like this: Acme Widgets Sprockets Gizmos Now each subsidiary has independent business units-Research, Development, Testing, and Contracting. So now Acme looks like this: Acme Widgets Research Development Testing Contracting Sprockets Res
Re: Multitenancy in a Large Enterprise
Yes. You will need to define each entity that should be hidden from others as a Company - that is the level where row-level locking of records occurs. Acme - Widgets - Testing and Acme - Widgets - Research must be separate Companies. In order to move tickets between companies, you need ticket transfer companies (we are using one for the entire campus) that the support group members in both organizational companies have been granted access to. There have to be public groups within that transfer company to act as way-stations for transient tickets; otherwise the support staff in a given company cannot see the other company, or any of the groups in it, or any of the tickets assigned to the other company/group (unless the Requester is public - see last line next para). Note that we are not giving ANYBODY unrestricted access, and that the ability to find and "see" a ticket does not necessarily allow you to move it around unless you take ownership of it first. Each operational company has a "public" group in the ticket transfer company for incoming tickets. Support staff in other companies have been given access to the ticket transfer company, which allows them to see (and assign to) all of the public groups in the transfer company for all of the other separate companies. The receiving company can move the ticket into their internal company group queue, and it will still be visible to the originating requester/company based on who the requester is and who the owner group is. No one outside the assigned and owner companies will see it - unless... the ticket was opened for a Customer who is a member of a customer company that ALL operational company members have access to. If the ticket was opened for a public customer, it is NOT hidden at all - everyone with access to the customer company can see it. We are trying to do it all with no custom code (except on the back end, where we will import people from LDAP into the customer company). We have to hand-manage all of the ~25 operational companies and the 300 IT staff within them. They ALSO appear in the customer Company, but with their LDAP login name. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Friday, June 29, 2007 1:20 PM To: arslist@ARSLIST.ORG Subject: Multitenancy in a Large Enterprise ** Has anyone attempted to implement multitenancy in a large, complex enterprise? Suppose I have a very large company called Acme Incorporated, and let's say Acme actually consists of multiple quasi-independent subsidiaries-Widgets, Sprockets, and Gizmos. Let's say Widgets, Sprockets, and Gizmos were each independent companies that were recently acquired by Acme. So Acme's structure looks like this: Acme Widgets Sprockets Gizmos Now each subsidiary has independent business units-Research, Development, Testing, and Contracting. So now Acme looks like this: Acme Widgets Research Development Testing Contracting Sprockets Research Development Testing Contracting Gizmos Research Development Testing Contracting OK, so far, so good. Here's the rub-Acme does not want each independent business unit to be able to see the others' tickets. In other words, Widgets' Research unit cannot see tickets assigned to Widgets' Testing unit and vice versa...unless, that is, Widgets' Research unit wants to "throw the ball over the fence" to Widget's Testing. According to the ITSM documentation, multitenancy can only be effected at the company level...so my question is, can multitenancy be implemented in the way I'm describing without any code modifications? Norm __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Error 1053: The service did not respond..
No, basically default installs of SQL Server 2005 Standard x64, ARS 7.0.01.003, and ITSM 7.0.01.004. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Wednesday, June 20, 2007 3:55 PM To: arslist@ARSLIST.ORG Subject: Re: Error 1053: The service did not respond.. Have you tuned the SQL Server 2005 database that your ARS 7.X servers use? (added appropriate indexes, memory cache settings are high, etc)? Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, June 20, 2007 3:05 PM To: arslist@ARSLIST.ORG Subject: Re: Error 1053: The service did not respond.. This must be some sort of an "oracle thing", right? My ARS 7.x Servers with ITSM 7 -asset/SLM/RKM/EIE using an instance of SQL Server 2005 on a separate machine have about a 1 minute service startup time. The servers are on the same subnet and connect to the same gigabit switch, but I don't see where that would make the difference between 15 minutes, or 8, and one! Am I missing something here?? Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, June 20, 2007 1:31 PM To: arslist@ARSLIST.ORG Subject: Re: Error 1053: The service did not respond.. Live with it? :-/ Quite a few people have gone through the same thing you just did and nobody has found a way to speed things up. It's just a huge query with all the fields of ITSM7. I also have Disable Cache VUI Display properties turned off. Some people on the list see 15 minute startup times... I see 8, and consider myself lucky. Probably not what you wanted to hear... but certainly let us know if you find a way to drop it to under 5 minues! :-) -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 "Bardsley, Michael" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 06/20/2007 01:22 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Error 1053: The service did not respond.. ** We have recently installed ARS 7 on a Windows 2003 Server into an Oracle 10G database that lives on a remote server. We have the full suite of products Incident/Problem/Change/Asset/SLM etc... We are now receiving an error at startup that I was hoping someone here could shed some light on. When we start the BMC Remedy Action Request Service we receive the following error: Could not start the BMC Remedy Action Request System Server service on Local Computer. Error 1053: The service did not respond to the start or control request in a timely fashion. The service does start but it is taking just over 6 minutes to actually do so. Remedy Support has told me that: ?The delay in startup appears to be just in the fact that the normal startup queries ARServer runs to the db to load the data dictionary information into memory are taking a bit of time to be returned from the db. Basically ARServer is just waiting for the db to return the full result set. Here is the query I am referring to: Jun 07 2007 10:58:51.7180 */SELECT schemaId,fieldId,vuiId,propShort,propLong FROM field_dispprop ORDER BY 1 ASC,2 ASC,3 ASC Jun 07 2007 10:58:51.7500 */OK Jun 07 2007 11:01:42.2340 */COMMIT WORK? Their suggestion is to make sure that all NICs and Network Components are set to Full Duplex, yet they can not tell me why this would be the cause or the fix. Just that they have seen resolve the issue in some cases. In our environment that is easier said than done. Are switches run at Auto/Auto. We have ran sniffers and found that there is no packet loss at startup and there is no negotiation issues. My network folks can see no reason why the connection speeds would cause this issue. Has anyone else seen this in the 7.x environment and do you have some insight as to why? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Error 1053: The service did not respond..
This must be some sort of an "oracle thing", right? My ARS 7.x Servers with ITSM 7 -asset/SLM/RKM/EIE using an instance of SQL Server 2005 on a separate machine have about a 1 minute service startup time. The servers are on the same subnet and connect to the same gigabit switch, but I don't see where that would make the difference between 15 minutes, or 8, and one! Am I missing something here?? Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, June 20, 2007 1:31 PM To: arslist@ARSLIST.ORG Subject: Re: Error 1053: The service did not respond.. Live with it? :-/ Quite a few people have gone through the same thing you just did and nobody has found a way to speed things up. It's just a huge query with all the fields of ITSM7. I also have Disable Cache VUI Display properties turned off. Some people on the list see 15 minute startup times... I see 8, and consider myself lucky. Probably not what you wanted to hear... but certainly let us know if you find a way to drop it to under 5 minues! :-) -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 "Bardsley, Michael" <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 06/20/2007 01:22 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Error 1053: The service did not respond.. ** We have recently installed ARS 7 on a Windows 2003 Server into an Oracle 10G database that lives on a remote server. We have the full suite of products Incident/Problem/Change/Asset/SLM etc... We are now receiving an error at startup that I was hoping someone here could shed some light on. When we start the BMC Remedy Action Request Service we receive the following error: Could not start the BMC Remedy Action Request System Server service on Local Computer. Error 1053: The service did not respond to the start or control request in a timely fashion. The service does start but it is taking just over 6 minutes to actually do so. Remedy Support has told me that: ?The delay in startup appears to be just in the fact that the normal startup queries ARServer runs to the db to load the data dictionary information into memory are taking a bit of time to be returned from the db. Basically ARServer is just waiting for the db to return the full result set. Here is the query I am referring to: Jun 07 2007 10:58:51.7180 */SELECT schemaId,fieldId,vuiId,propShort,propLong FROM field_dispprop ORDER BY 1 ASC,2 ASC,3 ASC Jun 07 2007 10:58:51.7500 */OK Jun 07 2007 11:01:42.2340 */COMMIT WORK? Their suggestion is to make sure that all NICs and Network Components are set to Full Duplex, yet they can not tell me why this would be the cause or the fix. Just that they have seen resolve the issue in some cases. In our environment that is easier said than done. Are switches run at Auto/Auto. We have ran sniffers and found that there is no packet loss at startup and there is no negotiation issues. My network folks can see no reason why the connection speeds would cause this issue. Has anyone else seen this in the 7.x environment and do you have some insight as to why? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Crystal Report Error
Be CAREFUL about uninstalling the 7.x User tool - prior to 7.0.01.002 or 003 uninstalling the crystal executables (automatic on uninstalling the User Tool) has a very good change of completely destroying any Microsoft Office installation (crystal uninstaller problem). It requires reimaging the Windows machine to fix. I has happened here, and it is a known defect of the User Tool uninstaller. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD Sent: Wednesday, June 20, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Crystal Report Error Shawn, Completely remove Windows User Tool and the Crystal XI redistributables that get installed with it, reboot, reinstall WUT. I've had that happen to a couple of my users here and that always fixed it. In my case, it seemed to be related to another version of Crystal being installed at the same time. Michael From: Action Request System discussion list(ARSList) on behalf of Pierson, Shawn Sent: Wed 6/20/2007 10:47 AM To: arslist@ARSLIST.ORG Subject: Crystal Report Error ** Good morning folks, When attempting to run a report out of the full client in 7.0, I get the following error: An error occurred while generating the Crystal report: 0x80004003 - Invalid pointer (ARERR 1904) Any ideas on what this is and how to fix it? The BMC knowledgebase is useless for this problem. Thanks, Shawn Pierson The information in this e-mail, and any files transmitted with it, is intended for the exclusive use of the recipient(s) to which it is addressed and may contain confidential, proprietary or privileged information. If you are not an intended recipient, you have received this transmission in error and any use, review, dissemination, distribution, printing or copying of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately of the erroneous transmission by reply e-mail, immediately delete this e-mail and all electronic copies of it from your system and destroy any hard copies of it that you may have made. Thank you. __20060125___This posting was submitted with HTML in it___ The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: BMC Rant
You must not have ever worked with Microsoft premium or paid support; IMHO, for server products, they have no competition. In my personal experience, they will not let you hang up the phone until they are satisfied that the problem has been solved (one call lasted from 1 AM to 4 AM - they remained on the toll-free line during all of the re-starts of DNS and AD), and then they follow up for several days afterwards to make sure that you completed all necessary actions to prevent reoccurrence of the problem, and they help you document the solution. I have only had to use it twice, but it was exceptional. Not to be confused with "free" support for consumer products, which NO ONE does well. I must miss out on a lot of the frustration others have experienced by not having/paying for BMC phone support. When I submit a new issue on the web it is usually accompanied by a long explanation of what I have seen and tried, and loads of log files and other data. These tickets don't spend much time with overseas frontline techs - they are quickly baffled/overwhelmed and escalate the ticket to someone who might know something. Once you reach the second level of BMC support, especially with some of the more experienced people, response tends to be much better and quite often they begin a steady interchange with the backline engineers on your behalf. If the problem is serious, they start calling me (I can't call them) and scheduling webexes with the engineers watching to see the problem in action. On the other hand, on those occasions when I just casually (or impatiently) toss a newly observed application error into the submission form without logs or other detail, I know that I can expect to pay for it later answering successive, inane questions from frontline techs who are just following their troubleshooting scripts. The process takes longer since I did not perform due diligence troubleshooting up front, and report all of my results in the initial ticket submission. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, June 12, 2007 3:21 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Rant ** I agree completely with what you've written, and I've had to deal with pretty much everything you wrote here within the past few months. I've got a high priority ticket open right now that I haven't heard from BMC support in a few days now, despite updating the ticket asking for a call. On the other hand, other companies are much worse. Microsoft's support is a joke, and Adobe is abysmal. I was working on an Adobe product that was having issues and their average response time for a server down is about a month, based on my experiences. They also randomly close out their tickets and ask you to open a new one if you still have the problem. On my recent server down with Adobe, I had to complain to my sales rep, who then pawned it off on someone else, and eventually it was dropped again until I told my sales rep that we were starting to evaluate what other software we could use since support for their products were non-existent. That worked, my issue got escalated up to the VP over Adobe's support staff. The issue was eventually resolved. So while I do feel that on average customer support is getting worse and worse, I really wish that a company whose flagship product is used for helpdesks around the world wouldn't follow that trend. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Service Desk 7 - Escalations
You are spot on - they dropped the escalations along with the asset tracking and change tasking features in Help Desk 2 or 3 through 6. By itself, Service Desk (Incident and Problem Management) in no way "replaces" the old Help Desk application; far too many functions were completely dropped and exist exclusively in other 7.x applications now. Some of us are trying to come up with the $$$ for the other apps, but a lot of folks appear to be opting to stick with Help Desk 6.0 on an ARS 7 platform because it is a more complete application OOTB. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Friday, June 08, 2007 10:18 AM To: arslist@ARSLIST.ORG Subject: Service Desk 7 - Escalations ** Hi again, We've installed Service Desk 7.0 and we are also using the midtier. What I find mind boggling is that escalations are not built into the Incident/Problem management application. It appears that one would have to purchase the SLM application to make escalations functional on the Incident/Problem application. Does this mean we have to create customized escalations to use escalations with the OOTB Service Desk 7 application? Am I missing something here? mjd __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Patches 1, 2, 3 & 4 for EIE and related products...
Yes they are (cumulative). I did my new installs from Patch 003, then just reinstalled from Patch 004 when it came out. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza > Sent: Thursday, June 07, 2007 10:55 AM > To: arslist@ARSLIST.ORG > Subject: EIE: Patches 1, 2, 3 & 4 for EIE and related products... > > Are patches 1, 2, 3 and 4 for EIE 7.0.1, Remedy link for > Oracle 7.0.1 and Remedy link for SQL 7.0.1 cumulative? There > isn't a mention if it is so just wondering before I may have > to install any of these.. > > Joe > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.472 / Virus Database: 269.8.11/837 - Release > Date: 6/6/2007 > 2:03 PM > > __ > _ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: URGENT: Prefixes in Incident form?
Are these being saved directly from the Incident form, or generated by CAI from the Service Request interface? Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Neel Guatam Sent: Wednesday, June 06, 2007 4:49 PM To: arslist@ARSLIST.ORG Subject: Re: URGENT: Prefixes in Incident form? ** Joe, We are trying to reproduce the situation to get the AL/FLT log but we are just not able to reproduce it as it happens randomly. Now, with PPL and WLG, we have incidents with NTE prefix as well!! It's messed up and we do not know what is causing it or how to reproduce it :-( Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, June 06, 2007 4:29 PM To: arslist@ARSLIST.ORG Subject: Re: URGENT: Prefixes in Incident form? Neel, All I can say is that PPL is a prefix for CTM:People form and WLG is a prefix for Work Log form.. Its strange that these prefixes seem to mix up with your incident requests.. Have you noted under what circumstances these wrong prefixes get used? Maybe this is indeed a bug and not 'defective by design' :-)... Try isolating these tickets and reproducing similar tickets and find out under what circumstances these tickets get created with these wrong prefixes.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Neel Guatam Sent: Wednesday, June 06, 2007 4:45 PM To: arslist@ARSLIST.ORG Subject: URGENT: Prefixes in Incident form? Importance: High Hello my fellow listers, Some incidents are being saved with WLG and PPL prefix rather than INC. A lot of incidents are still saved with INC. However the incidents that are saved with WLG and PPL cannot be searched just by number because the search automatically inserts INC. What could possibly be causing incidents to be saved with anything besides INC? Is workflow not being run on these because INC is what determines they are incidents? How can they be changed back? This is obviously super critical to my customers, any ideas? Thanks in advance, Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Mid Tier access problems
Do you have a hole open in your Win2K3 firewall on the AR server for either a specific TCP port and/or portmapper? Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dave Barber Sent: Wednesday, June 06, 2007 10:24 AM To: arslist@ARSLIST.ORG Subject: Mid Tier access problems ** All, We've got an issue getting the mid tier working on our new servers, upon signing on with Demo/blank password, we're getting an ARERR 9388. Have checked the knowledge base articles, and the mid-tier password is definitely setup the same on both the AR Server and the mid tier. Tomcat is running fine, and we can get into the mid tier configuration without any issues. Mid tier is running v7, patch 002, on Tomcat/IIS, on a Win2k3 platform. AR Server is running v7 patch 002, also on Win2K3 (connecting through to a SQL 2005 cluster if thats of any use). Any suggestions as to what/where/how? Regards Dave __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Design???? Feature??? Oversight?? Bug?
I would be interested in seeing that word document, since I have to do exactly that for our environment before anyone here will consider placing it into production. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Wednesday, June 06, 2007 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: Design Feature??? Oversight?? Bug? ** Joe, In some cases, the oversights of BMC in this release of ITSM are so huge that you have no choice but to customize things to some degree. While best practice is to avoid directly touching the OOTB forms, there are some important customizations you have to make. For example, we had to change pretty much all of the applications so that the Login Name field would be available for entering Incidents/Problems/Changes. I have a 12 page Word document listing everything that had to be done to get the Login Name field back. The permissions are another major problem that has to be customized. There is no way we can let our users have as much access as ITSM currently gives them. However, rather than removing all permissions, I prefer to set the groups of affected users to hidden rather than removing their permission entirely. That way if the group they are in somehow references data on those other forms they can still pull it, but they can't access those forms directly. Thanks, Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, June 05, 2007 6:59 PM To: arslist@ARSLIST.ORG Subject: Re: Design Feature??? Oversight?? Bug? ** Roger, I wouldn't change permissions as such. It looks like with every patch, there are some very basic fundamental changes to the ITSM application functionality. From the past fixes I have seen these changes range from things like definition change on forms, to changes in qualification on table fields etc. If you modify the current existing OTB workflow, you are likely to end up with additional work if you need to install any of the patches that may be released in the future to address the same issue. You would be better off reporting such issues and leaving them untouched unless they render your system unusable if not touched. Given that, I think Rick's idea is better than making a structural change to the application even if it is alteration of permissions. Rick's idea involves altering application data, which could be easily rolled back later if a patch is released to fix the issue. I am totally with Christopher.. I did question similar design features with their frontline and got pretty vague responses on why its been done that way. One such area is the fact that they have the addition of site information unique to a company meaning that 2 companies can't really share the same site. The good news though is that you can work around that and go to the site configuration and add another company to that site. This could have been better designed to have it work both ways to either add a site to 2 companies or to go to that site and make 2 companies associated with that site. At least at the incident and problem application level they haven't enforced that restriction and kept it just at the data configuration level. In today's world do they really think its a good idea to restrict a site to just one company?? That's hardly practical. Count the number of companies that are merging where they operate as individual companies but might have a common sales department. We too have our test read users receiving a number of notifications that they don't have access. I don't even want to raise a issue regarding that as I'm pretty sure what their response would be.. Or maybe I should to be one of the many who might have already raised this as an issue so that they do something about it.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Tuesday, June 05, 2007 7:10 PM To: arslist@ARSLIST.ORG Subject: Re: Design Feature??? Oversight?? Bug?
Re: Crystal licensing related...
If you are running Crystal Reports Server as packaged with Crystal Reports Professional (which comes with 5 named user licenses that appear in the Central Management Console if you have it installed properly - not necessarily a given on a mid-tier server), ignore the mid-tier doc instructions for that product (CRS) and set mid-tier up as if it was using a BOXI server instead. That way it is able to authenticate correctly as an anonymous user. Someone else stumbled onto this accidentally by following the screen shots instead of the written docs - the only screen shots are for the BOXI setup, and it worked! Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, June 05, 2007 7:17 PM To: arslist@ARSLIST.ORG Subject: OT: Crystal licensing related... Does anyone know anything about Crystal Reports licenses? There are named and concurrent licenses. Is it required that you have concurrent licenses to run the OTB canned reports from the web? Is it possible to run them using named licenses? I have a licenses CR server with 5 named licenses that come with the Crystal server and I'm not quite sure if I can leverage these for use with Remedy. Joe No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.472 / Virus Database: 269.8.7/830 - Release Date: 6/3/2007 12:47 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Design???? Feature??? Oversight?? Bug?
We saw this and other related misbehaviors and reported them in an issue in January, and as far as I know it has not been addressed even though they closed the issue. I just loaded Patch 004 and will be testing again after I follow in your footsteps and get the customer data imported. We got a very garbled response on that issue, which included problems like the Read license holders would create Support Requests in the Requester Console, but get notifications that took them to the Incident Console (where they should never be) and to their own incident - but they could not edit the Work Info in it, so why the heck were they directed there instead of the Service Request? From their Incident they could use the console interface and search and see every incident in the entire customer company, etc, which we did not think was wise at all. I was basically told that it was "as designed," and my response was that the design stunk. I will be looking at the whole scope of the requester interface and access again with patch 004 installed to see if anything changed for the better (or worse), but I'm betting that it is just a fundamental flaw in the ITSM 7 application design - actually, a whole collection of them. I expect our implementation to be further delayed by the customization I will need to do in order to hide the things that never should have been visible, and expose those that should have, or redirect customers to where they should have been in the first place. I'll probably take the hints from Rick where possible. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza > Sent: Tuesday, June 05, 2007 5:10 PM > To: arslist@ARSLIST.ORG > Subject: Design Feature??? Oversight?? Bug? > Importance: High > > First of all I am using ARS V7.0.1 Patch 002 and ITSM apps (the whole > shebang) V7 patch 003.. We are on SQL server 2K5 SP2 and on > Windows 2K3 SP 2 as well. > > If I log into the system using a read user who has restricted > access in the system I see the Application Administration > Console link. I can click on this link and that does take me > to the next administration page.. here off course it > restricts me from going further complaining that I don't have > admin rights if I try to click on any of the Create or View > buttons/URL's. > Why are read users even allow to go so far though? Is it by > design that they have allowed users to go that far? Is there > some sort of benefit that I am overseeing? > > Another area where users are able to intrude where they > should have not been able to go to are certain parts of the > Foundation Elements.. These users can click the Overview > Console link of the Foundation Elements, and see Other > Applications, pull down that menu and click on links like > Incident Management and then get errors like "ARERR [353] You > have no access to form > : HPD:Incident Management Console" > > They can even click on the CMDB link here and navigate to > most parts of the CMDB consoles and get those no access > errors there again but some of the consoles are open to these users.. > > Can any of you guys running these same applications, > reproduce this or is it just me? > > Joe > > PS: Most of my users have been mass loaded using a utility > provided by Remedy that I once discussed about about 3 weeks > ago. But even the users that have been manually created as > read users with restricted access exhibit the above... > > > No virus found in this outgoing message. > Checked by AVG Free Edition. > Version: 7.5.472 / Virus Database: 269.8.7/830 - Release > Date: 6/3/2007 > 12:47 PM > > __ > _ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: View Forms SQL (ARS) to ORACLE (non-ARS)
It used to be a separate license that you had to purchase, and I assume is still available that way. If you have ITSM 7 or anything else that includes the CMDB, it is now "included" at no extra licensing fee so that you actually have a tool with which to populate the CMDB. Or so it was explained to me. You would need to have licensing upgrade your licensing file to add the EIE and the SQL Server or Oracle Adapter (Remedy Link for SQL Server or Oracle). Your sales rep has to be involved, I believe, to authorize your account for the products. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carnevali, Carol x23849 Sent: Monday, June 04, 2007 7:43 AM To: arslist@ARSLIST.ORG Subject: Re: View Forms SQL (ARS) to ORACLE (non-ARS) ** Roney, Yes, it helps somewhat. I have, in the past, created link servers and a view form between two SQL Server databases. Was just wondering if it's possible to do it from SQL ARS to an external Oracle database. Not very familiar with EIE. Is that something that needs to be purchased? Thanks again, Carol _ From: Roney Samuel Varghese [mailto:[EMAIL PROTECTED] Sent: Friday, June 01, 2007 11:40 PM Subject: Re: View Forms SQL (ARS) to ORACLE (non-ARS) ** Dear Carol, There are multiple ways to do this. You can either use EIE (RLO) which can help you to pull data from the external Oracle table to the Remedy Database, or you can create a database link between ARSystem Database and the external table in Oracle using ODBC drivers. Once the DB link is created with appropriate permissions (Read, Write, Execute) you can create a view form from within Remedy, however the Oracle table would require a unique key which you should be designated as the request id and AR System uses five different Oracle data types for columns: number (15, 0), float, varchar, blob, and clob. Hope this helps Regards, Roney Samuel Varghese On 6/1/07, Carnevali, Carol x23849 < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > wrote: ** Is it possible to create a View Form from a SQL (ARS) database to an Oracle (non-ARS) database? If so, are there any tips or tricks that I need to know? Thanks! This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ServiceDesk 7 Requestor Console customization question - SRMS ?
Did they bring it out with reasonable pricing, or is it still as astronomical as they estimated several months ago during product preview briefings? My first impression was that it would not matter how good it was - only the most massively funded operations were going to be able to afford it, rather like Service Impact Manager. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Elry Sent: Saturday, June 02, 2007 8:16 AM To: arslist@ARSLIST.ORG Subject: Re: ServiceDesk 7 Requestor Console customization question - SRMS ? Hi Colin... BMC Service Request Management 2.0 replaces the original Requester Console. It has just recently been released and is the newest expansion of the ITSM Suite. This feature truly makes the Service Desk the SPOC (Single Point Of Contact). The BMC guys have packed their bags and are going on a road trip to Demo this new module... Try this link: http://www.bmc.com/support/hou_Support_ProdVersion/0,3648,19097_19695_14 8332_0,00.html Once configured properly - all the end user will need to do is make a selection from a service catalog (from a fancy new interface) - then a service request is opened. Behind the scenes you can define whether or not a incident, change or work order template (AOT - Application Object Template) will be opened. I have created Service Request Definitions(SRD) that open multiple change requests, multiple work orders, and other SRDs (i.e. in the case of a New Hire). Let me know what you think... On Jun 1, 1:36 pm, "Chapman, Colin" <[EMAIL PROTECTED]> wrote: > Elry, thanks for your reponse. > > How can I tell if we have SRMS ? > > Is it part of the ITSM Suite ? > > Looking at the Remedy website it says the IT Service Managemennt suite > consists of: > > Service Desk (Incident and Problem Management) Change Management Asset > Management Service Level Management > > and I think we only have Service Desk. > > thank you > > Colin > > ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Colin Chapman, UNCW > Phone: 910-962-7356 > Email: [EMAIL PROTECTED] > > -Original Message- > From: Action Request System discussion list(ARSList) > > [mailto:[EMAIL PROTECTED] On Behalf Of Elry > Sent: Friday, June 01, 2007 9:35 AM > To: [EMAIL PROTECTED] > Subject: Re: ServiceDesk 7 Requestor Console customization question > > Hey Colin... > > If you are on version 7 - are you using the new SRMS (Service Request > Management System)? > > This new system allows the User to select from a service catalog of > Service Request Definitions. These Service Request Definitions are > built on a process model that allows you to embed incident, change, > and work order templates seamlessly into the Service Request. To the > end user it looks like they are creating a simple request, but in the > background based on the service catalog item chosen - the Service > Request Definition will allow for the background creation of a request > in any of the modules (even multiple request creation can be done). > > Note: if you are using SRMS 7 or plan to install it - it will disable > the old Requester Console. > > On May 31, 10:50 pm, "Chapman, Colin" <[EMAIL PROTECTED]> wrote: > > My college has just requested that the Requestor Console use the > > Incident Templates instead of the Summary Definitions, meaning when > > someone enters a Request they get to pick from Incident Templates > > instead of Summary Definitions. > > > I think I can figure a way how to do this, but my question, since > > I'm not so familiar with handling help desk tickets, is this a valid > > request ? > > > We are currently using HelpDesk 5 in production and have ServiceDesk > > 7 > > > on a test server, and not much testing has been done. We are still > > really in the configuration phase, configuring Incident Manager so > > it will work for us. > > Up to now the customizations requested have been only tweaks, but > > this > > > seems a major change to the way Incident Manager has been designed > > to operate. > > > tia > > > Colin > > > ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 > > > Colin Chapman, UNCW > > > Phone: 910-962-7356 > > > Email: [EMAIL PROTECTED] > > > > > __ _ UNSUBSCRIBE or access ARSlist Archives > > atwww.arslist.orgARSlist:"Where the Answers Are" > > __ > __ >
Re: ServiceDesk 7 Requestor Console customization question
I would expect this to be a fairly messy customization simply because the incident templates have their permissions restricted by Company and visibility is by Support Group, and customers operating the Requester Console are not going to have those kinds of permissions assigned to them. Maybe in a single-tenancy environment, but not in a multi-tenancy system such as we are planning. In addition to the workflow issues, you will have to overcome these permissions issues. The other issue is that many of the data values stored in a template have no place to go in a Service Request - they are specific to a full Incident form. Your best approach may be to add a means for the incident template to be selected for the new Service Request, then store the specific template id and use custom filters to pull its remaining data into the new incident. Otherwise you are going to have to add a lot of custom fields to the Support Request to carry the template data over into the Incident. The Service Request module's CAI integration is already pretty fragile in our experience, so adding a lot of additional fields isn't going to make things better. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin Sent: Thursday, May 31, 2007 9:51 PM To: arslist@ARSLIST.ORG Subject: ServiceDesk 7 Requestor Console customization question ** My college has just requested that the Requestor Console use the Incident Templates instead of the Summary Definitions, meaning when someone enters a Request they get to pick from Incident Templates instead of Summary Definitions. I think I can figure a way how to do this, but my question, since I'm not so familiar with handling help desk tickets, is this a valid request ? We are currently using HelpDesk 5 in production and have ServiceDesk 7 on a test server, and not much testing has been done. We are still really in the configuration phase, configuring Incident Manager so it will work for us. Up to now the customizations requested have been only tweaks, but this seems a major change to the way Incident Manager has been designed to operate. tia Colin ARS 7 ServiceDesk 7 MSSQL2005 Windows2003 Colin Chapman, UNCW Phone: 910-962-7356 Email: [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Missing reports in the ITSM 7 report console
The report visibility is affected if your server has been localized, and if the Locale values on the reports don't match. In the ITSM 7 installations I have worked with, Locale in the canned reports is either null, en, or en_US. They need to be the same, and match the locale of your server in order to show up in the Reports console. BMC is aware of the problem. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Troy Sasso > Sent: Tuesday, May 29, 2007 7:22 AM > To: arslist@ARSLIST.ORG > Subject: Missing reports in the ITSM 7 report console > > Hello all, > > I have an interesting one; > > The Report console for the ITSM out of box reports seems to > be missing a lot of the reports that should be available to > the users on the drop-down menu of the RRC:Reporting form. > > When I track the *.rpt files down on the UNIX box I can find > 59 files. When I go into my 'Report' form as an > administrator, I can see 59 records, one representing each > report. But, when a user is within the report console and > actually tries to use the menu to view the available reports, > none of them show up. > > The reports meet the standard qualification for the drop-down > menu (RRC:Report: Reports List) that is attached to the menu > on the RRC:Reporting form. > > Ideas? > > > > > > > __ > __Get the free Yahoo! toolbar and rest > assured with the added security of spyware protection. > http://new.toolbar.yahoo.com/toolbar/features/norton/index.php > > __ > _ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > ARSlist:"Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7 customizations
No, it's because he got so much of it right! Comments: I actually see the complexity of the ITSM suite and its built-in resistance to customization, as well as the additional costs for all of the necessary components if you want asset and change functions, driving many organizations back to custom applications. We ruled out home-built in 1997 and went with Help Desk 3 the following year, and took the "easy" route to upgrade to Help Desk 4 and then 5.5 since our customizations moved with them and expanded. The route to ITSM 7 from 5.5 isn't even easy, much less direct, it's a complete do-over! After looking at the complexity and costs of licensing the full ITSM suite, we have put the development of an in-house application back on the table for discussion. For the moment we are driving ahead towards a migration to ITSM 7, but if (a) they don't get the myriad bugs out, and (b) the costs keep escalating for additional pieces that you should have gotten in the first place but are no longer bundled (Requester Console within ServiceDesk versus separate Service Request Management application at additional cost, fixed licenses that used to be included with a new application licenses), or prices that triple because they can (Service Level Management), sooner or later my bosses will decide to start an in-house development effort, or to switch product vendors entirely. There is no commitment here at any level to ITIL, except as it represents some sort of a "best practice," so that is not a driver. BTW, when you buy/install SQL Server 2005 you DO get Visual Studio along with it - it is now the integration interface; you don't even have to buy it separately. It wouldn't surprise me to see part of the Visual Studio included in the Exchange 2007 install but I haven't run one yet. If you want to do serious development in .NET against SQL Server, you must buy the full version of Visual Studio. At least (for now) BMC still includes the Admin tool and full development capability with every AR Server; look out if that disappears, but I don't see that happening on Doug's watch! Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Christian Janovic > Sent: Thursday, May 24, 2007 1:33 PM > To: arslist@ARSLIST.ORG > Subject: AW: ITSM 7 customizations > > "I'm convinced the reason why so many members of the ARSList > are on the ITSM/ITIL bandwagon is because they want to remain > gainfully employed and not because ITSM is a good product." > >>>>>>>>>> Is that the reason why nobody responds to Norms list entry? > > -Ursprüngliche Nachricht- > Von: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] Im Auftrag von Kaiser Norm E CIV > USAF 96 CS/SCCE > Gesendet: Donnerstag, 24. Mai 2007 18:55 > An: arslist@ARSLIST.ORG > Betreff: Re: ITSM 7 customizations > > >I do believe Remedy is marketing this as a full-blown product suite > that, if configured correctly, shouldn't need or require the > services of anything other than a 'maintenance admin'. This > is why, no doubt, they always offer their professional > services if you want to step outside their new box. And, I > don't believe they are going to want to assist those > developers who insist on continuing to treat Remedy as a > development toolsigh.. > > I just wonder if the handwriting is on the wall for us custom > Remedy developers. I know from my own first-hand experience > that Remedy sales is now hawking Remedy as a complete, > ITIL-driven IT enterprise management suite rather than as a > development platform. > > BMC jumped off the cliff when they decided to throw their hat > into the ITIL ring. To me, having to own and run ARS with an > alleged OOTB ITIL enterprise suite (the monster that it is) > is just a bizarre contrivance. > It "just wound up that way." If you buy Microsoft Exchange do > you have to buy the Microsoft Visual Studio along with it? > > Now I know people are going to throw out the, "Well they know > they can't make a perfect app for everyone so it has to be > customizable...blah, blah, blah..." > > No, it's not customizable. Not in a practical sense, anyway. Here's > why: > > A) It's a monster. Good luck trying to figure out what > everything does. > How do you figure it out? > Clickety-clickety...clickety-clickety...clickety-clickety...an d that's for over 20,000 code objects. At that rate it would > take
Re: Prefetch ITSM to mid-tier
Thanks - that was my experience, which I reported but never heard a reason for. I have had the most success by simply using the appadmin account since it covers just about every permission group. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bryan Waters Sent: Wednesday, May 23, 2007 1:32 PM To: arslist@ARSLIST.ORG Subject: Re: Prefetch ITSM to mid-tier ** The pre-fetch fails to work when using a non-ARS admin account with a Preference Server specified in the Mid-Tier Config tool. If you remove the Preference Server setting, the process works with a non-ARS Admin account. BMC has created defect SW00261809 for the issue with a non-ARS admin and a Preference Server setting. ARS v7.0.1 patch 1 Mid-Tier v7.0.1 patch 1 Thanks, Bryan Waters From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 22, 2007 5:43 PM To: arslist@ARSLIST.ORG Subject: Prefetch ITSM to mid-tier ** Several months ago, Axton mentioned that a perl script to prefetch the forms and applications to the Mid-Tier server was included in the Mid-Tier 7 installation. I found the sample script (prefetchConfig.xml) in the C:Program Files\AR System\Mid-Tier\WEB-INF\classes directory, and I have made the modifications I believe to be necessary to prefetch the applications and forms I want, but what I don't see is how to execute the script. It's probably easy for you Perl divers out there - care to help me out? Rick Cook __20060125___This posting was submitted with HTML in it___ Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Remedy Email - the saga continues
The only places I used 1.5.0_11 instead of 1.4.2 are on my RKM 7.1.01 server and a couple of test machines that required 1.5. In each case I installed the SDK, which created two directories (one jdk, one jre) that each contain the jvm.dll: C:\Program Files\Java\jdk1.5.0_11\jre\bin C:\Program Files\Java\jre1.5.0_11\bin\client C:\Program Files (x86)\Java\jdk1.5.0_11\jre\bin\client C:\Program Files (x86)\Java\jre1.5.0_11\bin\client On one of those machines, AREmail is running and working properly. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, May 23, 2007 11:59 AM To: arslist@ARSLIST.ORG Subject: Remedy Email - the saga continues ** I think I have found the source of the problem, but I want to corroborate it with other real-life users. Does anyone out there have an ARS 7 implementation (I'm on 7.0.1 p2) using the 1.5.0_11 Java SDK, and Email is working? The reason I ask is that I noticed something on Java's web page that states that the JVM is not a separately installed component, starting with v5 (i.e. 1.5), and that, coupled with the Event errors stating that the Remedy email service can't find the JVM (there is no JVM directory installed with Java 1.5.0_11), is making me wonder whether there are some compatibility issues between those two products/versions. So either I'm onto something, or barking up the wrong tree - either way, I'd like to know. Rick Cook __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Prefetch ITSM to mid-tier
On 7.0.x editing the prefetchConfig.xml to a "live" state (remove the comment lines) activates the script - just restart your mid-tier (web server) and hang on to your desk. Watch the CPU activity on your AR server. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 22, 2007 4:43 PM To: arslist@ARSLIST.ORG Subject: Prefetch ITSM to mid-tier ** Several months ago, Axton mentioned that a perl script to prefetch the forms and applications to the Mid-Tier server was included in the Mid-Tier 7 installation. I found the sample script (prefetchConfig.xml) in the C:Program Files\AR System\Mid-Tier\WEB-INF\classes directory, and I have made the modifications I believe to be necessary to prefetch the applications and forms I want, but what I don't see is how to execute the script. It's probably easy for you Perl divers out there - care to help me out? Rick Cook __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7 customizations
We will minimize customizations, but there will have to be some to make up for holes in the design of the out of the box application. IMHO, some of these exist simply because the ITSM developers had too little experience with the Help Desk application, and missed obvious things proven over several version of the older application - for example, there is no way to search for a customer from a new Incident form by either their login name or their corporate id, both of which are far more heavily used (and more accurate) than the various forms of name which change over time. Login Name is not available in either the Incident form or the People Search dialog, and is only populated in the hidden field some of the time - when the Incident originated as a customer's Service Request. Corporate ID is not populated at all in the Incident form, and isn't even in any of the OTB views. Basically, two of the key (and usually indexed) data elements for identifying or reporting data for a customer are not even used by the Incident module, in most of its data records. I will have to "fix" that. There will also be some of our customizations to Help Desk 5.5 that our users will _demand_ that we put into ITSM 7... I just plan to make them ask for them again - before we try to add them because of the increased complexity of the OTB applications. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Sent: Monday, May 21, 2007 3:41 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 customizations For those of you who have decided or already installed ITSM 7, are you planning to stay "out of box"? Or do you plan on making customizations? And if so, what are they? Or put another way, what percentage of ITSM 7 customers will make customizations and why? If ITSM 7 truly does embody ITIL, what are the reasons you'd use to justify customizations that others might perceive as breaking best practice? On a higher level Do you think BMC has really done a good job of making ITSM 7 so robust in workflow, GUI and ITIL/standards compliance that they truly are no longer marketing Remedy as a development platform but as a suite of ready-to-go applications? Just doing a little market research here thx. -Drew Product Manager Aeroprise ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Help Desk ticket creation
Look at the Personal Preference in the ITSM Console. The default ITSM behavior is to save a new ticket and reopen a blank form in Submit mode. You can set it so that it reopens the new ticket you just saved for editing, which is the preferred setting in our helpdesk. If you do not have pre-assignment (a customization we added to ITSM 5.5) then it is almost impossible to tell where the ticket actually routed (to which support group) after you saved it _unless_ you have it reopen in edit mode. I expect this setting to be even more important in ITSM 7, where we will not have pre-assignment. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Atul Vohra Sent: Sunday, May 20, 2007 11:59 AM To: arslist@ARSLIST.ORG Subject: Help Desk ticket creation Hi All, This may be a very basic question but am not able to figure this out. After we submit a new ticket, the submitted ticket closes and a new ticket (in create form) is opened. I think this is controlled by some data form but not sure. Traced the workflow but did not see anything related. ARS 6.3 Any help would be appreciated. Thanks Atul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7/LDAP not importing some records
I agree on the incident viewer permission giving them too much visibility, trouble is the notifications to the customers send them to the Incident, not to the service request, and send them without enough permissions on the incident (even with Incident Submitter and Viewer) to edit the WorkLog. The whole dynamic between the service requests in the requester console and the incidents they create and how the customer is supposed to interact with them is half-baked in ITSM 7.0.02.003, especially since support staff created incidents do not reliable create corresponding service requests to be customer access points. IMHO the app is broken out of the box, and must be fixed before it can be implemented without extensive customization (actually, correction). The only folks who may get unrestricted access in our very multi-tenancy configured system will be admins, helpdesk managers, and the security team. Security would rather that no one had it. By General Access do you mean membership in one company under Access Restrictions? All of our LDAP imported customer records will be members of a single "UNT Customers" company, which has no groups, only Organizations and Departments; all who are support staff will have separate logins in one of the many IT support companies and membership on one or more of their subordinate support groups. Roger, what permissions do you plan to use for customers? Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Wednesday, May 16, 2007 1:00 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Your end users do not need Incident Submitter if you are using the Service Request Wizard for them to create new tickets. I found that the client does not want end users being able to search all incidents since they can do this if they are incident viewers. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 16 May 2007 1:54 PM Subject: Re: ITSM 7/LDAP not importing some records Our end users won't be doing much, and we're only starting out with IM/PM, so what I have is: Incident Submitter (which is Incident Viewer + being able to submit tickets) Unrestricted Access General Access (don't forget this one) Rick -Original Message- From: Action Request System discussion list(ARSList) __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: HTML Editor for Notifications
I also use EditPlus for general HTML, and it is especially good for ARSPerl scripting. I have it set as the default editor for cfg files, logs, etc. on my servers. It will open log files that are in use, and offer to reload them when they update, so it is a great monitoring tool. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bill H Sent: Wednesday, May 16, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: HTML Editor for Notifications ** Editplus (http://www.editplus.com/) is a great text and HTML editor. I use it alot for Remedy and Web related work. It has plenty of features including color coding, ability to drag and drop html tags, and regular expressions (it makes short work of translating sql queries to Remedy searches). No, I don't get a kickback from the company, but I am a big fan. -Bill - Original Message - From: Suwanski, Ron <mailto:[EMAIL PROTECTED]> Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, May 16, 2007 9:29 AM Subject: HTML Editor for Notifications ** Hi all, Just curious to see what Web editor people are using to create HTML Email Templates. I was using Front Page but when the email gets sent out, it does not look right. Thanks. Ron Suwanski Remedy Administrator / Developer DeVry Inc. Phone 630-472-2209 Fax 630-382-2917 [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" <>
Re: ITSM 7/LDAP not importing some records
What permissions are you automatically assigning to the new customer records with this process? I was expecting to need Incident Submitter, Incident Viewer, Asset Viewer, and KMSAC-KMSUser. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, May 16, 2007 11:57 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Joe, and all, what I wanted to do was to create some basic permissions for the 90+% of the LDAP people that were not Support people, and I wanted to do it quickly. Rather than spend half my day futzing with import scripts and such, what I did was create a Filter that emulates the actions of the CTM:PPG:Add_115_PPPG Active Link, which runs from the CTM:People Permission Groups form when you click the "Add" button for to add a permissions group for a user. The Filter, unlike the AL, has a Set Fields action (check the "Unrestricted Access" box), and three Push Fields actions, one for each entry in the CTM:People Permission Groups form that it will create. Initially, I will have it run for all existing users until the perms are populated. After initial population, I will have it only run on Submit, just to reduce the time it takes to check for records that are already there. So thanks to all for the ideas and the help, but as is often the case, the simplest solution is the best one for me. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Tuesday, May 15, 2007 11:39 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Rick, Its a word document with embedded macros so might not make it to the list if I were to attempt to send it. I'm not quite sure if you can find it on the support web as yet as I recall the agent telling me that they are still in the process of developing little utilities like this in way of excel files with spreadsheets with CSV data expected coupled with a def file that contain filters defined to fire on MERGE. I've sent you a mail directly containing the word file, with a high level information of changes you might want to consider doing to it in order to make certain data appear the same as it does as if it were entered from the user console using the data configuration utility. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Rick Cook Sent: Monday, May 14, 2007 5:52 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Sweet! I was just going to do this for a bunch of users. I'll have to check out the utility - how do we find it on the support page? Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, May 14, 2007 2:38 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Its just been release and is a part of a bunch of utilities that BMC support is working on which will eventually be released.. At the moment they have released a utility to mass load users, associate these users with permission groups, mass define their access. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Monday, May 14, 2007 5:25 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Where did you see this utility, or was it only available directly through support??? I can't comment (yet) since I had not heard of it. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, May 14, 2007 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Does this happen only with $DEFAULT$ mapped to a field or does it happen with constant values mapped to a field? By constant values I mean if in case we want to put a value of lets say 'x' to a field and we type x into the value part on the import tool mapping,
Re: Help on Tomcat configuration
On Windows (all I know): Start - Programs - Apache Tomcat 5.5 - Configure Tomcat Java tab I set initial memory pool to 1024 and maximum to 1536 My servers with this configuration are able to prefetch the entire ITSM suite with SLM minus AM plus RKM, something which routinely cratered ServletExec 5 when I tested it. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, May 15, 2007 1:18 PM To: arslist@ARSLIST.ORG Subject: Help on Tomcat configuration ** I have the 7.0.1 p2 MT installed and it basically works, but I need to do some tweaking and config stuff to increase the capacity of Tomcat (which is installed in v7 instead of New Atlanta) to be able to process Remedy data (it's crapping out after caching/displaying like ONE form). I know how to do that with the old Servlet, but not with Tomcat. I don't see that the install included a config console like New Atlanta had, and the references I see to such a beast aren't all that clear. Can someone point me in the right direction here? Any tuning hints? Rick Cook __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7/LDAP not importing some records
Where did you see this utility, or was it only available directly through support??? I can't comment (yet) since I had not heard of it. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, May 14, 2007 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Does this happen only with $DEFAULT$ mapped to a field or does it happen with constant values mapped to a field? By constant values I mean if in case we want to put a value of lets say 'x' to a field and we type x into the value part on the import tool mapping, will it fail? I may have to do something like that while importing people information into CTM:People using a excel file format that BMC gave me with a few merge filters, and they have instructed me to put constant values such as 00 in a field and PPL in another.. I'm wondering if I would need to define filters in order to input these values? On a slightly related note (mass importing users from external sources), has anyone else used that utility that comes with 2 def files: 1) PeopleDataLoad.def 2) PeopleDataLoad_APS.def (optional if you have the approval server installed) Any shortcomings using this? One inconsistency that I noticed is that the filters defined on MERGE, formats the phone numbers in the format +1 999 888 Ext. while the out of the box submit/modify active links if entering the data using the administration interface formats it as 1 999 888 (). The outputs described happens in the event the country code is 1, Area code is 999, Local phone is 888 and Extension is . As this would bring about data to be formatted differently when imported, I've disabled the MERGE filters that format phone, fax, pager numbers after importing the above def files. I was wondering if anyone has noticed any other discrepancies in these def files if anyone else has used the same.. Rgds Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Rick Cook Sent: Monday, May 14, 2007 4:08 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Yeah, I've seen that the Modify Escalations seem to update all records, because I haven't found a effective and efficient way to check for changes, and it would probably take almost as much time to do the check as it would to update the data anyway. Thankfully, we're under a thousand, so actions to submit and/or modify all records only take a minute or so. The data is fairly volatile, so I'll try updating it every few hours during the day. It shouldn't be a noticeable impact, and if it is, we can always back it off to an acceptable balance. Thanks again! Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Monday, May 14, 2007 12:57 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** When I did the push qualification I did a RequestID != Remedy Login. My Vendor request ID is mapped to the network login. The only potential problem is that if you have 5000 entries the qualification will require all records be compared and of course the escalation should be run after hours. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Mon, 14 May 2007 3:39 PM Subject: Re: ITSM 7/LDAP not importing some records ** Thanks, Roger and Fred, I'll do that. Interesting that the Default value wouldn't be seen by Filters and Escalations. Have you found any other gotchas with LDAP? Also, am I assuming correctly that the Escalation, when it fires against the Vendor form, will do a fresh pull from LDAP vs. just getting whatever might be in that form from the last manual search? Rick _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Roger Justice Sent: Monday, May 14, 2007 12:09 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7/LDAP not importing some records ** Yes, mine did the same thing and I created 2 escalations 1 if there was a phone number and 2 if there was no phone number. On the no phone number I hard coded the receptionist. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Mon, 14
Re: OT- Whatever happend to the Friday humor thread..
I blame ITSM/SLM/RKM 7.x. they pretty much eliminated what little I ever had. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Monday, May 14, 2007 10:34 AM To: arslist@ARSLIST.ORG Subject: OT- Whatever happend to the Friday humor thread.. ** we lost our sense of humor? _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Saturday, May 12, 2007 10:24 PM To: arslist@ARSLIST.ORG Subject: OT: Whatever happend to the Friday humor thread.. ** I used to sort of look forward to those almost as if they were an indication that weekends here! _ Boardwalk for $500? In 2007? Ha! Play Monopoly Here and Now <http://us.rd.yahoo.com/evt=48223/*http://get.games.yahoo.com/proddesc?g amekey=monopolyherenow> (it's updated for today's economy) at Yahoo! Games. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7 and the Mystery of the Disappearing Reports
Did you localize your server or the application - that has always had the effect of "hiding" the canned reports because they have inconsistent Locale data... null, en, or en_US. They have to match the server locale to be seen in the consoles. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Emad Zaky Sent: Friday, May 11, 2007 1:46 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 and the Mystery of the Disappearing Reports ** In the reporting console On 5/11/07, Joe DeSouza <[EMAIL PROTECTED]> wrote: ** So where did you find them missing? I'm not quite sure I understand your question.. - Original Message From: Emad Zaky < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> > To: arslist@ARSLIST.ORG Sent: Friday, May 11, 2007 1:50:58 PM Subject: ITSM 7 and the Mystery of the Disappearing Reports ** Hello All, I installed AR 7.0.2, Incident, Problem and Change (7 patch2). At every stage of the installation I took a back up and checked the applications. Solaris 10, Oracle 10g I checked the reports after installing incident, Problem and they were ok. After installing Change all the reports disappeared and the Change reports are now present. I went to the report form and all the reports are present including incident and Problem. So, Dear Listers, Can anyone solve the mystery of the disappearing reports?!! Regards, Emad M. Zaky *Wondering why BMC Didn't make an easier, quicker and better installation* _ Yahoo! oneSearch: Finally, mobile search that gives answers <http://us.rd.yahoo.com/evt=48252/*http://mobile.yahoo.com/mobileweb/one search?refer=1ONXIC> , not web links. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7.0.x Patch 004
Interesting - I'm already up to 7.0.01 Patch 002 on the servers since it fixed an AREA SSL issue, but if the pricing model for SRM remained as incredible as I last heard it at a User group meeting, it will be a moot point for us. Unless the proposed pricing changed from ludicrous to reasonable, ITSM will remain in the dark ages as far as the customer-facing interface is concerned; no matter how good it is, the SRM portal will be unaffordable for all but the largest organizations. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of P Romain ARSlist Sent: Wednesday, May 09, 2007 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.x Patch 004 You'll have to use patch 4 if you want to install the new SRM module. You'll also patch 2 of ARServer as it has the SRM application license in its license type menu. I don't plan to trailblaze with this other than in a VMWare environment though! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: 09 May 2007 19:54 To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.x Patch 004 I am hoping that they actually have some fixes in there (Patch 004) that work properly - this morning I got a patch to RKM (7.1.01.1057) that actually appears to have solved my problems with searching/displaying RightAnswers content properly under the General index. This has _never_ worked correctly, through _many_ different iterations of that software, so there is hope that some of the ITSM bugs will finally be addressed as well. Of course, none of the 7 defects I have open were included in the Patch 004 fix list; maybe by Patch 005, or 7.1... Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, May 09, 2007 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.x Patch 004 I just got done giving a hard look at the p4 release notes, and I have to agree with you, Chris - there are a few serious issues addressed there that might make this one worth my while. I'm giving serious consideration to installing this one, depending on when they formally release it. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7.0.x Patch 004
I am hoping that they actually have some fixes in there (Patch 004) that work properly - this morning I got a patch to RKM (7.1.01.1057) that actually appears to have solved my problems with searching/displaying RightAnswers content properly under the General index. This has _never_ worked correctly, through _many_ different iterations of that software, so there is hope that some of the ITSM bugs will finally be addressed as well. Of course, none of the 7 defects I have open were included in the Patch 004 fix list; maybe by Patch 005, or 7.1... Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, May 09, 2007 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.x Patch 004 I just got done giving a hard look at the p4 release notes, and I have to agree with you, Chris - there are a few serious issues addressed there that might make this one worth my while. I'm giving serious consideration to installing this one, depending on when they formally release it. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Why Import People into ITSM 7 at All?
The main reason I have to put entries for everyone active in eDir into CTM:People and User is so that I can have the Requester Console and Remedy Knowledge Management working for our customers (faculty/staff/students). They authenticate to eDir via AREA, but need group membership in Incident Submitter and KMSAC-KMSUser in order to operate the ITSM 7 console and forms. Our eDir implementation contains no group information or structure whatsoever, and since they are in the throes of bringing up Active Directory and Exchange in the next few months, they are planning no changes to eDir. I guess I could be talking to them about AD, but since I have always had a separate forest and will not be added to the enterprise forest, that may not work. What would the issues be with moving my integration for ITSM 7 to AD??? I would need to have some _very_ specific needs defined - they are completely immersed in a Dell-advised compressed-timeframe conversion from NDS-GroupWise to AD-Exchange 2007 and not very receptive to any additional requirements. They have no immediate plan to drop eDir since dozens of other campus systems from PeopleSoft to WebCT authenticate to it the same way that my AR servers do, and draw directory information from it that it loads from PeopleSoft. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Wednesday, May 09, 2007 1:12 PM To: arslist@ARSLIST.ORG Subject: Re: Why Import People into ITSM 7 at All? ** Very valid points on "all views and sides" of this conundrum... Every customer's situation is unique, and has to be handled accordingly. Many customers continue to struggle with the "Unique Data Source" for many items, and the "people information" is just one of them. (take Discovery / inventory tools between Unix / windows as an example) Sometimes it is a very difficult and diverse topology of systems and processes which even further complicate the issue concerning this data. However, in order to provide timely and guaranteed service(s) as an ITSM application this data "must exist somewhere". At one point, during the implementation discussions of our "IDMS (Identity Management System) -eDir solution" it was discussed as to "what application", and obviously with the flexibility, ARSystem was on the list... In the end, it was a tie between eDir and a ARSystem based solution and the decision was to go with eDir. Fortunately for me, this puts all of the "process issues" (which change on a daily cycle) in the hands of the eDir team instead of mine :-) I believe the main points in having the data inside ITSM, are: You can sanity check / Clean Up the data during the data-feed-process to prevent failures in your system (field length, value selections, etc). ITSM 7 extends the permission-model using this information, and is required for User setup (if you stay inside the box). If the ITSM Application is functional, so is the "people data", because if AD/eDir/SAP/xxx is down -or- has performance issues, the users complain about the ITSM application and not the connected data-source Unfortunately, or really fortunately for us, nothing is the same "cookie cutter setup" at any 2 locations. Many times there are different implementations of ITSM inside the same company. Of course this leaves me at the conundrum point to ask: If companies consider people Assets instead of Expenses, why CTM:People and not CMDB->Person Information??? CMDB has "Federated Data" concepts already! Whoops, that is another can of worms :-) GOOD TOPIC AND COMMENTS THOUGH!!! I know I like this list for things other than "it is broken"... Thanks-n-advance; HDT Platform Incident / Problem Manager & Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7 People import methodology
I am busy trying to figure out how to do this from EIE against a SQL Server table that is being updated by Novell eDir LDAP data. The "quality" of the EIE documentation isn't making this any easier. Right now I am trying to push it directly into CTM:People, but I suspect that I will either have to pre-populate required data for CTM:People fields in a second SQL Server table and use that with EIE, or use EIE to populate a staging table in ARS from which to populate CTM:People. Still looking for the solution that will be the easiest to implement/understand/troubleshoot. In our case, it will involve over 116,000 records for our active LDAP entries. All suggestions are welcome. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, May 07, 2007 5:02 PM To: arslist@ARSLIST.ORG Subject: ITSM 7 People import methodology ** I am attempting to create ITSM 7 people records from LDAP information, and want to run this scenario by you more experienced few who may already have done this: I have the LDAP connection to the people data already, have stored that information in a holding form (about 700 records), and have culled that "get" down to only the 15 or so fields that appear to have useful data in them. I know I need to push the phone #s into the Phone Detail form first, and will string parse that value as part of that push. There will be no Wallet, Travel, Education, Attachments, Home Address, or Benefit, etc. info imported. I also need to perform some string manipulation on the LDAP formatting (culling out the "CN=" type strings), after which I want to push the data into the ITSM 7 People form, along with various local string/selection field settings (i.e. Status, Client Type, $NULL$, etc.). Once I have the import Filter built, I will create an Escalation to refresh the data from LDAP to the holding form, which will cause the Filter to push that data to the People form on Modify. I will add the group memberships/roles/permissions later, as that's a much smaller task that can be done manually. Is there anything else I haven't thought of at all? Is there a better/easier way? Rick Cook __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ITSM 7.0.x Patch 004
I define VERY compelling as many of the current problems we have encountered with the ITSM 7 suite patch 003 that have caused me to defer implementation until they are fixed; I am hoping that patch 004 will fix some of them, but I won't believe it until we install it and test it again with live users. Until then, the application suite simply is not ready for production use, and I refuse to inflict it upon people who are trying to get real work done (and succeeding today with ITSM 5.5.1). The way the patches work will continue to endanger any customizations, and there will have to be some before we can put it into production since the customer search dialogs fail to follow even previous ITSM apps, and do not provide for searches on the login name - our key identifier for who the customer is. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, May 07, 2007 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.0.x Patch 004 Lovely. I think it's time for someone with a big thinking cap at BMC to take a bit of time to think up and implement a patch process that customers WANT to follow; one that is worth the investment of time and effort. The current one doesn't have any sane person doing handsprings in the hallways. Maybe they're hamstrung by some flaws in the application architecture, but that shouldn't be the customer's problem to deal with. I just installed patch 3, and would have to see a VERY compelling reason to patch further. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Monday, May 07, 2007 9:01 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.0.x Patch 004 Has anyone seen or heard anything further on the patch 004 developed for Change Management 7.x and the Service Desk 7.x applications? The technical bulletins went out last Wednesday, and are available on SupportWeb under documentation, but the patches themselves have yet to appear in the "Patch Downloads for BMC Remedy Products" interface. Rooting around in the ftp paths I found their files dated 4-18-2007, and the readme's indicate that they will be rather involved to install, with the added attraction of destroying the incident management task template add-on (which has a serious flaw, anyway) and I have to assume that they will also wipe out the Remedy Knowledge Management integrations that I have had to add manually to the incident, problem, and service request forms. Seems like these application patches break as much as they fix, in their current incarnations. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
ITSM 7.0.x Patch 004
Has anyone seen or heard anything further on the patch 004 developed for Change Management 7.x and the Service Desk 7.x applications? The technical bulletins went out last Wednesday, and are available on SupportWeb under documentation, but the patches themselves have yet to appear in the "Patch Downloads for BMC Remedy Products" interface. Rooting around in the ftp paths I found their files dated 4-18-2007, and the readme's indicate that they will be rather involved to install, with the added attraction of destroying the incident management task template add-on (which has a serious flaw, anyway) and I have to assume that they will also wipe out the Remedy Knowledge Management integrations that I have had to add manually to the incident, problem, and service request forms. Seems like these application patches break as much as they fix, in their current incarnations. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ARS 7, Windows server capacity info please
Our current pre-production setup has evolved a lot over the last few months, due to issues with various services that ITSM 7 requires that either do not play well together, or do not like an x64 environment. Here is our current server sizing and distribution: ARSYSTEM SQL SERVER * DL385 2 x Dual Core 2.6 ghz 10 gb RAM * Windows Server 2003 Enterprise x64 * SQL Server 2005 x64 * ARSystem Database REMEDY AR SERVER * DL385 2 x Dual Core 2.2 ghz 10 gb RAM * Windows Server 2003 Enterprise * JRE 1.4.2 * ServletExec AS 5.0 * 7.x Components: ARS, AREmail, AREA & ARDBC, Approval, Assignment; CMDB 2.0 * 7.x Applications: Incident, Problem, Change, and Service Level Management, Enterprise Integration Engine Data Exchange, Remedy Knowledge Management integration to ITSM * SLM Collector REMEDY KNOWLEDGE MANAGEMENT WEB SERVER AND EIE SERVER * DL380 2 x Xeon 3.06 ghz 3 gb RAM * Windows Server 2003 Enterprise * SQL Server 2005 [RKM db] * JDK 1.5.0 * Tomcat 5.5.20 (Installed by RKM 7.1.01) * SearchServer 5.4 * RightAnswers SelfService, Support Analyst * 7.x Components: Remedy Knowledge Management 7.1.01, EIE and SQL Server Adapter 7.0.01.003 CRYSTAL REPORT SERVER WITH MID-TIER WEB SERVER * DL380 2 x Xeon 3.06 ghz 3 gb RAM * Windows Server 2003 Enterprise R2 * SQL Server 2005 [CR11 db] * IIS 6.0 * JDK 1.4.2 * Tomcat 5.5.17 (Servlet Only) * Crystal Reports Server XI (running on IIS using .NET 2.0) * 7.x Components: Mid-Tier, Flashboards * ARSPerl Scripts PRODUCTION MID-TIER WEB SERVER * DL380G5 2 x Quad Core 1.87 ghz 12 gb Ram * Windows Server 2003 R2 Enterprise x64 * SQL Server 2005 x64 [SharePoint web] * IIS 6.0 [SharePoint web] * SharePoint Server 2007 * JDK 1.4.2 * Apache Tomcat 5.5.17 (Web and Servlet as installed by mid-tier) * 7.x Components: Mid-Tier, Flashboards, CI Viewer, probably the SLM Collection Point INTEGRATION SQL SERVER * DL385 2 x Dual Core 2.2 ghz 10 gb RAM * Windows Server 2003 Enterprise x64 * SQL Server 2005 x64 [for LDAP, EIE] * SMS 2003 * FTP Server (IIS 6 web not active) * LDAP Integration (People and Jobs) * Asset Integration * MySoft Integration Crystal, Mid-tier, and Remedy Knowledge Management are particularly problematic. I have all three running on my development web server, but with several problems that I will not accept for production. Installed together on the mid-tier-installed Tomcat instance, the web management interface into Crystal is not available, and any time RKM crashes tomcat (try an unqualified search of the kb) then Tomcat restarts and then mid-tier runs the AR server ragged for over 30 minutes while a prefetch of the ITSM application runs again. Without prefetch, web response times for ITSM 7 consoles are over a minute for first-time loads, close to a minute for all other forms. After a prefetch, first-time loads are 8-15 seconds, subsequent loads are 3-4 seconds similar to the User Tool. No one here is impressed with mid-tier performance - it is unacceptably slow until it has been running a while and all of the forms have been fully cached; prefetching is essential but only serves to bring the initial form loads into a tolerable delay range. NOTE - while a prefetch is running, ALL access to the AR Server from ANY client is noticeably degraded. I had to put EIE on the RKM server since it was 32-bit - EIE did not work properly on x64 or I would have kept it on the Integration SQL Server where its db resides. We are very satisfied with the performance of SQL Server 2005 x64 on Windows Server 2003 Enterprise x64. We have seen too many of the BMC Remedy 32-bit components misbehave on x64 platforms so have reverted many of them back to x86 - the last holdout is the mid-tier server, since it would be almost criminal to revert that much hardware from x64 to x86, but it is under consideration. Applying the x64 version of Service Pack 2 for Win2K3 to that server stopped Tomcat cold - it was unable to start until I removed the service pack. There are no such problems on three different servers with mid-tier or RKM using Tomcat after installing the x86 version of Service Pack 2. We are not in production yet, but are sizing for use by 300 support staff over both User Tool and mid-tier, and an active customer base of over 45,000, although we will be loading a customer table from PeopleSoft that has about 320,000 entries. That is our current load on our ITSM 5.5 / ARS 5.1.2 system. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Anderson, Douglas W. Sent: Wednesday, April 18, 2007 11:20 AM To: ars
Re: ARS not starting after CMDB install
Here are my CMDB install checklist items (Windows Server 2003 Enterprise x86), in case they might help... 7. Install CMDB 2.0.1 Patch 003 since that is now a prerequisite to installing ITSM 7 (10 minutes - 1634-1644) Pre installation issues (set to development cache mode, disable escalations) Log in LOCALLY as server admin STOP the AREmail (and local Flashboards if installed) Services *** Specify short AR Server Name in installer Just in case you missed a step - having AREmail running or escalations on have both resulted in what you describe during my test installs. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, April 18, 2007 12:36 PM To: arslist@ARSLIST.ORG Subject: ARS not starting after CMDB install ** I have a new Win2003 server, ARS 7.0.1 p2. All ARS installs went fine until CMDB, after which (actually, during which) ARS refuses to restart. The service says it's started (after about 15 minutes), but I can't connect to it via any tool, and the CMDB installer just hangs waiting for ARS to restart, which it never really does. Last successful thing I did on it before it was borked was log into Admin after the Mid-Tier install, which was immediately prior to the CMDB install. I did reboot after Mid-Tier. Anyone seen this before? Rick Cook __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: arintegration702.win.zip - what does this install??
The SLM integration installer, with Incident, Problem, and Change selected (I don't remember the exact choices and the docs have no screen shot) added 3 forms, 305 active links, 21 AL Guides, 6 Filter guides, and 5 menus on my system, plus a total of 106 filters - some were installed directly, then a bunch of zFilters get generated once the installation completed. This installer creates all of the "hooks" from the SLM application into whichever ITSM apps you have installed and specify in the selection dialog. I don't remember any similar installation for SLA, but there may have been some point where you chose which apps to integrate with. I think the separate integration installer in 7.x is so that you can run it again after you add another ITSM app later, and want it added to the SLM coverage. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, April 12, 2007 1:31 PM To: [EMAIL PROTECTED] Subject: arintegration702.win.zip - what does this install?? ** What do the contents of BMC AR Integration install? I don't really recall installing this on any previous version of SLM (that used to be SLA).. Joe _ Get your own web address. <http://us.rd.yahoo.com/evt=49678/*http://smallbusiness.yahoo.com/domain s/?p=BESTDEAL> Have a HUGE year through Yahoo! Small Business. <http://us.rd.yahoo.com/evt=49678/*http://smallbusiness.yahoo.com/domain s/?p=BESTDEAL> __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Win2K3 SP2 - was ARS 7.0.01 Patch 002
Here's the latest on Patch 002, only I think it is really about Windows Server 2003 x64 Sp2. I had one Windows 2003 Enterprise R2 Sp1 x64 server happily running mid-tier 7.0.01 Patch 001 on Apache Tomcat 5.5.17. After I installed SP2 (x64) once from the web and also again from a downloaded executable, Tomcat refused to start successfully. Attempts to start it manually yielded a 1087 error. I removed Sp2 just now, restarted the server, and Tomcat started and stayed running. I re-applied the two critical updates for Windows 2003 exclusive of Sp2, and rebooted again, and Tomcat started properly and mid-tier loads ITSM 7 consoles properly. Since I have SP2 on two other servers where Tomcat and mid-tier or RKM are working properly, one of which is Enterprise and the other is Enterprise R2, but BOTH are x86 not x64, maybe it is something about R2 x64. Just a warning, if you are toying with the different flavors of Windows Server 2003 (R2 or not; x86 vs. x64) under various ITSM 7 components like I am. JRE/JDK remains 1.4.2_13 except on the RKM 7.1.01 server, where I am trying 1.5.0_11 since RKM installs its own Tomcat in a 1.5 compatible state, not 1.4 compatible the way mid-tier does it. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, April 11, 2007 3:56 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.01 Patch 002 Thanks.. I might give Patch 002 a whirl too then.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Wednesday, April 11, 2007 2:36 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.01 Patch 002 Everything you listed minus AM and plus RKM on both, plus SLM Collector and the EIE/SQL Server Plugin on one so far. These are our 7.x dev and pre-prod environments that we keep rebuilding and configuring, hoping to get it right someday. The only Patch 002 upgrades that have had mixed results are for mid-tier - one dumped its Crystal Reports config completely until I installed it a second time (saw this with Patch 001 as well), and one refuses to start Tomcat now but there are other factors that may be involved (Windows Server 2003 R2 x64, plus Sp2 for same, plus latest Windows updates - maybe too many changes at once). Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, April 11, 2007 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.01 Patch 002 Chris, By any chance do you have any other OTB applications running on the server on which you installed this available patch? I'm specifically wondering if you are running CMDB 2.0.1 patch 003 and IM, PM, AM, CM and SLM. Thanks for your response Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Tuesday, April 10, 2007 8:48 PM To: arslist@ARSLIST.ORG Subject: ARS 7.0.01 Patch 002 I have just finished updating my servers with the various Patch 002 components that appeared on the download site when I looked today; other than the usual efforts of the ARSMail installer to put its components everywhere except where you want them (ignoring the installation that you are upgrading), there weren't any significant issues with installation. Can't speak to function/performance yet. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.446 / Virus Database: 269.2.0/757 - Release Date: 4/11/2007 5:14 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ARS -SQL Servers Consolidation
1. Not really - you can install 6.3 on 2000 but not 2005, however it still ran for me after I upgraded to 2005. 2. The last time I did this on my 7.x servers (moving the db to a separate server) I simply backed up the full database with all of the apps, installed AR Server over itself (same version) on the AR Server but specified a brand new db on the external SQL Server, then restored the full db to the new location in overwrite mode, changing the mdf and ldf file paths to the new locations as necessary while setting up the restore. It's a little trickier for me since we use Windows-ONLY authentication for SQL server and you have to get the appropriate Active Directory domain accounts set up on the new db server first. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: Wednesday, April 11, 2007 2:18 PM To: arslist@ARSLIST.ORG Subject: ARS -SQL Servers Consolidation My group is in the process of consolidating SQL servers. Currently we run ARS and SQL on separate servers. The plan is to consolidate this onto one. I have the following questions, perhaps someone out there in ARSLIST land has some experience and can answer these: 1.) Is Remedy ARS 6.3 and CM 6.0 compatible with SQL Server 2005 ? 2.) How would I make the following modification? My current server has the Remedy ARS and CM application and the SQL database on it - management would like me to move the database to a different server. How do I modify my currently installed ARS and CM so it knows to point to a different server for the SQL database and move the current database over? Thank you and regards, Jim Collins ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ARS 7.0.01 Patch 002
Everything you listed minus AM and plus RKM on both, plus SLM Collector and the EIE/SQL Server Plugin on one so far. These are our 7.x dev and pre-prod environments that we keep rebuilding and configuring, hoping to get it right someday. The only Patch 002 upgrades that have had mixed results are for mid-tier - one dumped its Crystal Reports config completely until I installed it a second time (saw this with Patch 001 as well), and one refuses to start Tomcat now but there are other factors that may be involved (Windows Server 2003 R2 x64, plus Sp2 for same, plus latest Windows updates - maybe too many changes at once). Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, April 11, 2007 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.01 Patch 002 Chris, By any chance do you have any other OTB applications running on the server on which you installed this available patch? I'm specifically wondering if you are running CMDB 2.0.1 patch 003 and IM, PM, AM, CM and SLM. Thanks for your response Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of strauss Sent: Tuesday, April 10, 2007 8:48 PM To: arslist@ARSLIST.ORG Subject: ARS 7.0.01 Patch 002 I have just finished updating my servers with the various Patch 002 components that appeared on the download site when I looked today; other than the usual efforts of the ARSMail installer to put its components everywhere except where you want them (ignoring the installation that you are upgrading), there weren't any significant issues with installation. Can't speak to function/performance yet. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.446 / Virus Database: 269.2.0/756 - Release Date: 4/10/2007 10:44 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
ARS 7.0.01 Patch 002
I have just finished updating my servers with the various Patch 002 components that appeared on the download site when I looked today; other than the usual efforts of the ARSMail installer to put its components everywhere except where you want them (ignoring the installation that you are upgrading), there weren't any significant issues with installation. Can't speak to function/performance yet. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps...
All of my Windows 2003 Enterprise servers (R2 for web servers) are at Sp1 except for the newest one I just installed for RKM 7.1.01, which I brought up at Sp2. All of my SQL Server 2005 installs are at Sp2. There is a mix of x86 and x64 servers for both OS and SQL Server. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, April 05, 2007 3:49 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Chris, Thanks for your response as well.. I guess I wasn't very clear on what I meant to ask but I'm glad I asked it the wrong way to start with.. I didn't know about CMDB patch 003. I was more interested in what patch level my Windows 2003 server ought to be at (Service Pack 2??) and what patch level my SQL server/client 2005 ought to be at. My database is remote so I would need to install the SQL client on my application server. Joe D'Souza Remedy Developer / Consultant, BearingPoint Inc., New Jersey ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps...
In order... ARS 7.0.01 Patch 001 Admin and User 7.0.01 Patch 001 (do not install Crystal Reports part of User or you cannot uninstall it) Email engine 7.0.01 Patch 001 Mid-Tier 7.0.01 Patch 001 Flashboards 7.0.01 BMC Atrium CMDB 2.0.1 Patch 002 (there is now a Patch 003, supposedly) Approval 7.0.01 Assignment 7.0.01 Incident Management 7.0.02 Problem Management 7.0.02 Change Management 7.0.02 Asset Management (we do not have) SLM 7.0.02 (without collector) Patch 003 for IM, PM, and CM (do _after_ SLM) After that comes the Incident Management Task Template Add-On, RKM 7.1.01 (working on it now - was running RKM 7.1) and EIE with SQL Server Plugin (working on next). Then I have to reinstall SLM with the collector now that there is (supposedly) a way to use it with ServletExec AS instead of JBoss. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, April 05, 2007 3:11 PM To: arslist@ARSLIST.ORG Subject: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Wanted to know what is the latest patch levels you are running at if you are on Windows 2003 and using MS SQL 2005... and have: ARS 7.0.1 Email engine Mid-Tier 7.0.2 BMC Atrium CMDB 2.0.1 Incident Management Problem Management Approval Server Change Management Asset Management SLM Wanted to know the latest patch level that you are running with out any problems if you have the above on: Windows 2003 MS SQL 2005 Also, if I remember right, the order of installation must be as stated above.. Correct me if I am wrong.. Is it necessary to install the Assignment Engine to have the newer versions of the above applications running? If so at what stage?? Joe _ The fish are biting. Get more visitors <http://us.rd.yahoo.com/evt=49679/*http://searchmarketing.yahoo.com/arp/ sponsoredsearch_v2.php?o=US2140&cmp=Yahoo&ctv=Q107Tagline&s=Y&s2=EM&b=50 > on your site using Yahoo! Search Marketing. <http://us.rd.yahoo.com/evt=49679/*http://searchmarketing.yahoo.com/arp/ sponsoredsearch_v2.php?o=US2140&cmp=Yahoo&ctv=Q107Tagline&s=Y&s2=EM&b=50 > __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Incident Management 7.x Tasking system
This was released as the Incident Management Task Template Add-On in January 2007 (files are mostly dated Dec 2006), and it adds the capabilities seen in Change Management to Incident Management (not Problem Management). Unfortunately the current distribution "breaks" task template editing in Change Management with a few poorly implemented menus, and while there is a work-around, this has not been fixed yet. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Christian Rom Sent: Tuesday, April 03, 2007 1:53 PM To: arslist@ARSLIST.ORG Subject: Incident Management 7.x Tasking system ** Has anyone heard any updates on the supposedly coming updated tasking system for IM/PM ? It is my understanding that it will be more like the tasking in CM with improved task groups, templates and enforcement of order, etc. Will this be in ITSM/IM 7.1 or one of the 7.0.x releases ? I thought it would be out by the end of Q1/2007. Rgds, Christian H. Rom Schlumberger - Service Desk Engineering __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Heads Up> Bug in Mid Tier - ITSM 7 with IIS & Tomcat...
Do you know if this occurs when you use the Tomcat standalone (servlet AND web) configuration for mid-tier? Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda Sent: Wednesday, March 14, 2007 1:09 PM To: arslist@ARSLIST.ORG Subject: Heads Up> Bug in Mid Tier - ITSM 7 with IIS & Tomcat... Environment(s)... ITSM 7 Out of the Box (all apps) Windowz 2003 SQL 2005 JRE 5 IIS 6 ServletExec (on sandbox) and Tomcat (on Dev/Test/Prod) Scenario: There are many views in ITSM 7 which have the slash - / - character in them. These work just fine in WUT, but on WEB they can fail. Here is the catch, they work FINE with IIS + ServeltExec, but FAIL with IIS + TOMCAT... It seems the IIS + TOMCAT configuration takes the %3A (Ascii for /) and reconvert it back into the / and well, that just gets the directory name(s) all wacked out and poof 404 error page not found :-( BMC Response>> We have seen this issue recently with other customers. The simple workaround is to change the view name and remove the / from it and all the associated workflow. I am searching for the Defect regarding this issue and if I am unable to locate it, I'll create a new defect and enter your well detailed steps. They have created a NEW BUG ID: SW00262100 SO, if you have IIS6 + TOMCAT you can reference the above # and bump the customer reference count up :-) so maybe it hits some ITSM 7 patch by the time we go to production... yah' right I will not hold my breath :-( Same ole' thread of "who is testing this product" BMC or their consumers? Same ole' thread about "known development standards and things NOT to do", however the admin tool allows you to do. Same ole' thread about "create your own fix" (and please let us have it :-) )... Yes, we know the work around, we are not "stupid" but if this is the answer, then include the Workflow Analysis Tool FREE with your ADMIN TOOL! Without "extra tools", how should one tell "this workflow is used" (Sure run the sync search database update) but that will not tell you what active links open up forms. Yah sure, go directly to SQL and.. .and.. HTH as an FYI Thanks-n-advance; HDT Platform Incident / Problem Manager & Architect Robert Molenda IT OS PA Tel: +1 408 503 2701 Fax: +1 408 503 2912 Mobile: +1 408 472 8097 [EMAIL PROTECTED] Quality begins with your actions. VISIT US AT: www.infineon.com <http://www.infineon.com/> * "This e-mail and any attachments are confidential and may be subject to legal or some other professional privilege. They are intended solely for the attention and use of the named addressee(s). If you are not the named addressee(s) you must not use, disclose, retain or reproduce all or any part of the information contained in this e-mail or any attachments. Any unauthorised use or disclosure may be unlawful. If you have received this e-mail by mistake, please inform the sender immediately and delete it and all copies from your system and destroy any hard copies of it." ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
