Re: Need help with API

[Misi Mladoniczky]

Hi,

If you can run the program from a command prompt, you can do a set 
ARAPILOGGING=1, and then check the arapicmd*log and arapires*log to see exactly 
what calls the client made and the result.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
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March 30, 2017 9:41 AM, "Walters, Mark"  wrote:
> It's not always possible to be certain what type of client connected. From 
> the server's point of
> view an incoming API call looks the same regardless of which client is making 
> the call. There is a
> flag within the API data structure that can be set to indicate the client 
> type but this is under
> the control of the person that writes the API program - it can be set to 
> whatever value they want.
> This is the value used to report the client on the API logging lines - eg
> 
>  390620 > 
>  /* Wed Feb 08 2017 08:58:16.5350 */ +SE ARSetEntry -- 
> schema
> OS3:SYS:SHR:TicketCounterUserCounts entryId 201 from Mid-tier 
> (protocol 23) at IP
> address 131.116.166.244 using RPC // :q:0.0s
> 
> In the example above the client type is Mid-tier. There is a list of the 
> recognised client types in
> the ARSystem/api/include/ar.h file on the server. There is no .NET one - this 
> is just an interface
> to the C API so these will most likely show up as Unidentified Client in the 
> API logs. Be careful
> though, there are a few BMC plugins which don't set a client type and, as 
> noted above, the person
> that writes the API program may set the value to any one they chose.
> 
> Mark
> 
> -Original Message
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Kaur
> Sent: 29 March 2017 20:20
> To: arslist@ARSLIST.ORG
> Subject: Re: Need help with API
> 
> I have server side API and User logs but not able to figure out if user 
> logged in from .net API.
> Please help!
> 
> Thanks!
> Kaur
> 
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Re: Need help with API

[Walters, Mark]

It's not always possible to be certain what type of client connected.  From the 
server's point of view an incoming API call looks the same regardless of which 
client is making the call.  There is a flag within the API data structure that 
can be set to indicate the client type but this is under the control of the 
person that writes the API program - it can be set to whatever value they want. 
 This is the value used to report the client on the API logging lines - eg

  
 /* Wed Feb 08 2017 08:58:16.5350 */ +SE  
ARSetEntry -- schema OS3:SYS:SHR:TicketCounterUserCounts entryId 
201 from Mid-tier (protocol 23) at IP address 131.116.166.244 using 
RPC // :q:0.0s

In the example above the client type is Mid-tier.  There is a list of the 
recognised client types in the ARSystem/api/include/ar.h file on the server.  
There is no .NET one - this is just an interface to the C API so these will 
most likely show up as Unidentified Client in the API logs.  Be careful though, 
there are a few BMC plugins which don't set a client type and, as  noted above, 
the person that writes the API program may set the value to any one they chose.

Mark

-Original Message
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kaur
Sent: 29 March 2017 20:20
To: arslist@ARSLIST.ORG
Subject: Re: Need help with API

I have server side API and User logs but not able to figure out if user logged 
in from .net API.
Please help!

Thanks!
Kaur

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Re: Need help with API

[Kaur]

I have server side API and User logs but not able to figure out if user logged 
in from .net API.
Please help!

Thanks!
Kaur

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Re: Need help with .NET API

[LJ LongWing]

About the only way I can think would be to erect a firewall in front of the 
AR server and only allow connections from authorized client machines, 
otherwise, they are using your system within the bounds of proper usage 
from a system perspective, if not within the bounds of political perspective



On March 20, 2017 9:24:39 AM Kaur  wrote:

There are no performance issues. Its just that they are moving on to a new 
reporting application.

We want to block them from using existing API.

Only thing I now is they are using API with GetList to retrieve data -
ArServer.GetListEntryWithFields

Don't even know when they access it or login. Would be hard to analyze the 
logs!


Thanks!
Kaur

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Re: Need help with .NET API

[Kaur]

Now sure if user logs would be helpful in our case since we don't know the 
timing when the client pulls up the report.

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Re: Need help with .NET API

[Kaur]

There are no performance issues. Its just that they are moving on to a new 
reporting application.
We want to block them from using existing API.

Only thing I now is they are using API with GetList to retrieve data -
ArServer.GetListEntryWithFields

Don't even know when they access it or login. Would be hard to analyze the logs!

Thanks!
Kaur

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Re: Need help with .NET API

[LJ LongWing]

I'm curious, why Plugin logs?.plugin logs would only be relevant in
some way if the activities being taken by the user were causing plugins to
fireI'm not saying they wouldn't be useful, I'm just wondering the
rationale regarding recommending them :)

On Mon, Mar 20, 2017 at 9:38 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> I would say Plugin and User logs
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Rick Cook
> Sent: Monday, March 20, 2017 9:25 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Need help with .NET API
>
> **
> Plug-in logs?
> Rick
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Kaur
> Sent: Monday, March 20, 2017 9:22 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Need help with .NET API
>
> Client have been using it for years and we have no idea what credentials
> are being used.
> Of course, we can't ask that from client and we don't have at
> documentation.
>
> Any way we can identify/find the user id?
>
> Thanks!
> Kaur
>
> 
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Re: Need help with .NET API

[LJ LongWing]

Kaur,
How do you know they are using the API?I assumed that you knew who it
wasso, if you have investigation going onthere are a few ways...

One could be your User logif I remember correctly, that identifies the
client used for connectionif they haven't spoofed it, or haven't set it
at all, it would show up as unknown client which would be one way to see it

you could also setup some sort of 'filter trap'.an api client doesn't
fire active links...so, the only workflow you could use would be
filters.you could try setting up a filter that fires on get for various
forms you believe they are queryingthis would only work if they were
issuing 'getEntry' calls...but not if they were issuing 'getListEntry'
calls, because that doesn't trigger each individual recordbut a filter
on get that checks the client string and logs somewhere if it's not in a
pre-prescribed list...user, mid-tier, and such

You say they are just using it to generate reports?.what sort of
problem are you trying to solve exactlythey are a valid user of your
system (they would need to be otherwise they wouldn't be able to log in)
and they have valid access to the data (otherwise they wouldn't be able to
query it)are they causing performance issues in your system or
something?

On Mon, Mar 20, 2017 at 9:22 AM, Kaur  wrote:

> Client have been using it for years and we have no idea what credentials
> are being used.
> Of course, we can't ask that from client and we don't have at
> documentation.
>
> Any way we can identify/find the user id?
>
> Thanks!
> Kaur
>
> 
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Re: Need help with .NET API

[Grooms, Frederick W]

I would say Plugin and User logs
Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, March 20, 2017 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need help with .NET API

** 
Plug-in logs? 
Rick


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kaur
Sent: Monday, March 20, 2017 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need help with .NET API

Client have been using it for years and we have no idea what credentials are 
being used.
Of course, we can't ask that from client and we don't have at documentation.

Any way we can identify/find the user id?

Thanks!
Kaur

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Re: Need help with .NET API

[Rick Cook]

Plug-in logs?

Rick

On Mar 20, 2017 07:23, "Kaur"  wrote:

> Client have been using it for years and we have no idea what credentials
> are being used.
> Of course, we can't ask that from client and we don't have at
> documentation.
>
> Any way we can identify/find the user id?
>
> Thanks!
> Kaur
>
> 
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>

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Re: Need help with .NET API

[Kaur]

Client have been using it for years and we have no idea what credentials are 
being used.
Of course, we can't ask that from client and we don't have at documentation.

Any way we can identify/find the user id?

Thanks!
Kaur

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Re: Need help with .NET API

[Brent Goodman]

The client will need to uninstall/delete the API files. You can't block users 
from using the API. 

Other alternative is to disable the login ID they are using.



Sent from my iPhone

> On Mar 19, 2017, at 10:43 AM, Kaur  wrote:
> 
> Hello All,
> 
> One of our client is using remedy API -  ARAPI_NET to pull data from remedy.
> ARAPI764.NET.zip was downloaded and installed by the client themselves on 
> their systems.
> 
> I'm looking for a way to turn off this process/API. 
> Please help.
> 
> Thanks!
> Kaur
> 
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Re: Need help with .NET API

[LJ LongWing]

Kaur,
If you are providing them with a user id and password, they have legitimate 
access to the data, you can set minimum api versions, but remember that all 
clients are api clients.


Depending on your version, you can limit to only certain client tips, but 
with the api you can self identify, so that's easy to bypass.


Basically, if they are a rogue org, the best bet would be working with 
management and applying political pressure



On March 19, 2017 10:46:14 AM Kaur  wrote:


Hello All,

One of our client is using remedy API -  ARAPI_NET to pull data from remedy.
ARAPI764.NET.zip was downloaded and installed by the client themselves on 
their systems.


I'm looking for a way to turn off this process/API.
Please help.

Thanks!
Kaur

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Re: Need help with force logout on mid tier

[Su Kaur]

Is there any way I force logout using 'EXIT-APP' and take user to the login 
screen ?

Thanks!
Kaur

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Re: Need help with force logout on mid tier

[Rune Sorlid]

Take a look at this.

https://docsdev.bmc.com/docs/ars91/developing-an-application/mid-tier-application-development-guidelines/creating-login-and-logout-buttons/creating-a-logout-button

//Rune Sorlid

> Den 10. feb. 2017 kl. 22.18 skrev Su Kaur :
> 
> This worked!
> 
> Thanks!
> Kaur
> 
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Re: Need help with force logout on mid tier

[Su Kaur]

This worked!

Thanks!
Kaur

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Re: Need help with force logout on mid tier

[Grooms, Frederick W]

Use the run process action
PERFORM-ACTION-EXIT-APP

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kaur
Sent: Friday, February 10, 2017 2:41 PM
To: arslist@ARSLIST.ORG
Subject: Need help with force logout on mid tier

Hi All,

I'm trying to create following design but having problem forcing user log out -

1. User hits 'change password' button on home page.
2. Pop up window appears where user can set new password.
3. On pop-up window, when user saves the changes, message appears 'Pwd 
successfully changed'
4. When 'Ok' is clicked on message/note, all windows - pop up and home page 
should be closed and logs out user from mid tier.  

How can I implement step 4?

Tried 'close All' action and then run-process-open-url  https://midtier/logout
but nothing worked.
Please help!

Thanks!
Kaur

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Re: need help about AIE engine

[Amit B]

hello ,

IN my table i have 2 types of records i.e. CRATE & UPDATE. But when i have
written 2 different jobs to process CRATE & UPDATE record, nothing has
worked.

Any idea why it is happening?

Regards,

Amit

On Mon, May 16, 2016 at 11:10 AM, Amit B  wrote:

> Hello Khalil,
>
> Sure i will try this and let you know the outcome of the same.
>
> Regards,
>
> Amit
>
> On Fri, May 13, 2016 at 1:43 PM, Mohammed Khalil (Technosys Limited) <
> mohammed.kha...@technosysuk.com> wrote:
>
>> **
>>
>> Hello,
>>
>>
>>
>> You may want to try the following just to test your job is set up
>> properly:
>>
>>
>>
>> Change your job just to process the creates in the first instance (using
>> the db value which differentiates the creates from the updates, adding this
>> to the query of the job)
>>
>> Restart the AIE service
>>
>> Run the Job
>>
>> If Successful run the updates
>>
>>
>>
>> The above may shed some more light on where the problem may be.
>>
>>
>>
>> Also, make sure the unique identifiers on the job are actually unique.
>>
>>
>>
>> Hope that helps.
>>
>>
>>
>> Regards,
>>
>>
>>
>> Khalil
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Amit B
>> *Sent:* 13 May 2016 06:01
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* need help about AIE engine
>>
>>
>>
>> **
>>
>> Hello All,
>>
>>
>>
>> We are using AIE engine to bring data from external DB to remedy
>> application. There will be 2 different type of data available in external
>> DB. First is fresh new data which needs to be created in remedy application
>> and another one is update . In case of update AIE job is not able to work
>> properly.
>>
>>
>>
>> We are getting below error :
>>
>>
>>
>> [Thu May 12 2016 18:04:46.7180] -   AddAssetToAR: Error
>> processing entry 1000101035, form *Form Name*
>>
>> AddAssetToAR: AR API returned error during ARCreateEntry rc = 2
>>
>> Requested record is locked by another user, please retry. (566)
>>
>>
>>
>> During update ,system will fetch data from external DB and push it into
>> Remedy form and then send acknowledgement back to external DB.
>>
>>
>>
>> Let me know your suggestion about this issue.
>>
>>
>>
>> Regards,
>>
>>
>> Amit
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> 
>>  Virus-free.
>> www.avast.com
>> 
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>

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Re: need help about AIE engine

[Amit B]

Hello Khalil,

Sure i will try this and let you know the outcome of the same.

Regards,

Amit

On Fri, May 13, 2016 at 1:43 PM, Mohammed Khalil (Technosys Limited) <
mohammed.kha...@technosysuk.com> wrote:

> **
>
> Hello,
>
>
>
> You may want to try the following just to test your job is set up properly:
>
>
>
> Change your job just to process the creates in the first instance (using
> the db value which differentiates the creates from the updates, adding this
> to the query of the job)
>
> Restart the AIE service
>
> Run the Job
>
> If Successful run the updates
>
>
>
> The above may shed some more light on where the problem may be.
>
>
>
> Also, make sure the unique identifiers on the job are actually unique.
>
>
>
> Hope that helps.
>
>
>
> Regards,
>
>
>
> Khalil
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Amit B
> *Sent:* 13 May 2016 06:01
> *To:* arslist@ARSLIST.ORG
> *Subject:* need help about AIE engine
>
>
>
> **
>
> Hello All,
>
>
>
> We are using AIE engine to bring data from external DB to remedy
> application. There will be 2 different type of data available in external
> DB. First is fresh new data which needs to be created in remedy application
> and another one is update . In case of update AIE job is not able to work
> properly.
>
>
>
> We are getting below error :
>
>
>
> [Thu May 12 2016 18:04:46.7180] -   AddAssetToAR: Error
> processing entry 1000101035, form *Form Name*
>
> AddAssetToAR: AR API returned error during ARCreateEntry rc = 2
>
> Requested record is locked by another user, please retry. (566)
>
>
>
> During update ,system will fetch data from external DB and push it into
> Remedy form and then send acknowledgement back to external DB.
>
>
>
> Let me know your suggestion about this issue.
>
>
>
> Regards,
>
>
> Amit
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> 
>  Virus-free.
> www.avast.com
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: need help about AIE engine

[Mohammed Khalil (Technosys Limited)]

Hello,



You may want to try the following just to test your job is set up properly:



Change your job just to process the creates in the first instance (using the db 
value which differentiates the creates from the updates, adding this to the 
query of the job)

Restart the AIE service

Run the Job

If Successful run the updates



The above may shed some more light on where the problem may be.



Also, make sure the unique identifiers on the job are actually unique.



Hope that helps.



Regards,



Khalil



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Amit B
Sent: 13 May 2016 06:01
To: arslist@ARSLIST.ORG
Subject: need help about AIE engine



**

Hello All,



We are using AIE engine to bring data from external DB to remedy application. 
There will be 2 different type of data available in external DB. First is fresh 
new data which needs to be created in remedy application and another one is 
update . In case of update AIE job is not able to work properly.



We are getting below error :



[Thu May 12 2016 18:04:46.7180] -   AddAssetToAR: Error 
processing entry 1000101035, form Form Name

AddAssetToAR: AR API returned error during ARCreateEntry rc = 2

Requested record is locked by another user, please retry. (566)



During update ,system will fetch data from external DB and push it into Remedy 
form and then send acknowledgement back to external DB.



Let me know your suggestion about this issue.



Regards,


Amit

_ARSlist: "Where the Answers Are" and have been for 20 years_



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Re: need help about stucked CAI:Evetns

[Carl Wilson]

Hi,

You need to determine the root cause for the events not to be processed.  This 
can be related to configuration for the CAI Plugin or the plugin itself not 
running.  

You can adjust the error logging from the CAI Plugin Registry form where you 
can also allocate a private queue and pooling (pooling = multiple threads on 
different pools - very similar to Escalation Pooling where you can allocate CAI 
commands to run on their own dedicated thread to split the load on the CAI 
engine).

 

If you have recently adjusted the CAI Plugin values, then a restart of the AR 
Servers is required or the CAI Engine will hang and stop processing (e.g. You 
have changed to a private queue and adjusted threads, the system then starts to 
use these threads in workflow without them being initialised by the server - 
which then stops the processing of events as it cannot spawn the required 
threads).

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: 07 January 2015 10:24
To: arslist@ARSLIST.ORG
Subject: Re: need help about stucked CAI:Evetns

 

** 

Hello Manoj,

Records are not in Error status. All records which are stuck having status = 
"In Progress" and Return code = "Running"

 

Regards,

 

Amit 

 

On Wed, Jan 7, 2015 at 2:37 PM, Manoj Kumar  wrote:

** 

Hi Amit,

 

First check why the records are getting pilled up, if they are in error status 
you need to correct the SR's and re-process them.




Thanxs & Regards
 
Manoj
+91 996 223 2006

 

On Tue, Jan 6, 2015 at 11:51 PM, Harshad Wagh  wrote:

** 

Hi Amit,

In addition to  SriSamSri Appecherla you can do the following .

Thread pools for different commands are configured in the CAI:Commands form. 
Configuring thread pools defines dedicated CAI threads for use by the specific 
command. This ensures that requests from a command use only the dedicated 
threads, and performance of other command requests to the CAI is not affected.

you can configure this for the commands that are frequently created in 
CAI:Event Form.

Thanks and regards
Harshad Wagh
Engineer 
Vyom Labs Pvt Ltd.



On 1/7/2015 12:12 PM, Remedy consultant wrote:

** 

Sure Will do that and let you know. Meanwhile i have deleted al lrecords from 
CAI:Event and CAI:Eventparam .After that for some time it works fine and then 
again Queue is getting build up. 

 

On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla  
wrote:

** 

Hi Amit,

 

I'm assuming you want to bulk trigger all the failed CAI:Event records to 
create fulfilment records.

 

1. Try to fix the error(s) which is causing records to get stuck in CAI:Events

2. For one (preferably test record), change the Return Code to Start and Save

3. IF it is a success, if you want to re-trigger all 9000 of them in bulk, you 
can do a modify all on CAI:Events and change the Return Code to Start. 

 

 




Regards,

SriSamSri Appecherla
+61 478877812  

 

On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant  wrote:

** 

Hello All, 

 

We are facing issues with records in CAI:Events. There are almost 9000 records 
are stuck in this schema. Due to which lot of records in SRM:Requests are stuck 
in submitted. Could you please help me to identify this issue ?

 

We can not delete records present in CAI:Events as it is a production 
enviornment. 

 

Regards,

 

Amit

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: need help about stucked CAI:Evetns

[Remedy consultant]

Hello Manoj,
Records are not in Error status. All records which are stuck having status
= "In Progress" and Return code = "Running"

Regards,

Amit

On Wed, Jan 7, 2015 at 2:37 PM, Manoj Kumar  wrote:

> **
> Hi Amit,
>
> First check why the records are getting pilled up, if they are in error
> status you need to correct the SR's and re-process them.
>
> Thanxs & Regards
>
> Manoj
> +91 996 223 2006
>
> On Tue, Jan 6, 2015 at 11:51 PM, Harshad Wagh 
> wrote:
>
>> **
>> Hi Amit,
>>
>> In addition to  SriSamSri Appecherla you can do the following .
>>
>> Thread pools for different commands are configured in the CAI:Commands
>> form. Configuring thread pools defines dedicated CAI threads for use by the
>> specific command. This ensures that requests from a command use only the
>> dedicated threads, and performance of other command requests to the CAI is
>> not affected.
>>
>> you can configure this for the commands that are frequently created in
>> CAI:Event Form.
>>
>> Thanks and regards
>> Harshad Wagh
>> Engineer
>> Vyom Labs Pvt Ltd.
>>
>>
>> On 1/7/2015 12:12 PM, Remedy consultant wrote:
>>
>> **
>> Sure Will do that and let you know. Meanwhile i have deleted al lrecords
>> from CAI:Event and CAI:Eventparam .After that for some time it works fine
>> and then again Queue is getting build up.
>>
>> On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla <
>> appecherla@gmail.com> wrote:
>>
>>> **
>>> Hi Amit,
>>>
>>>  I'm assuming you want to bulk trigger all the failed CAI:Event records
>>> to create fulfilment records.
>>>
>>>  1. Try to fix the error(s) which is causing records to get stuck in
>>> CAI:Events
>>>  2. For one (preferably test record), change the Return Code to Start
>>> and Save
>>> 3. IF it is a success, if you want to re-trigger all 9000 of them in
>>> bulk, you can do a modify all on CAI:Events and change the Return Code to
>>> Start.
>>>
>>>
>>>
>>>   Regards,
>>>  SriSamSri Appecherla
>>> +61 478877812
>>>
>>> On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant 
>>> wrote:
>>>
 **
  Hello All,

  We are facing issues with records in CAI:Events. There are almost
 9000 records are stuck in this schema. Due to which lot of records in
 SRM:Requests are stuck in submitted. Could you please help me to identify
 this issue ?

  We can not delete records present in CAI:Events as it is a production
 enviornment.

  Regards,

  Amit
   _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>>   _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: need help about stucked CAI:Evetns

[Manoj Kumar]

Hi Amit,

First check why the records are getting pilled up, if they are in error
status you need to correct the SR's and re-process them.

Thanxs & Regards

Manoj
+91 996 223 2006

On Tue, Jan 6, 2015 at 11:51 PM, Harshad Wagh 
wrote:

> **
> Hi Amit,
>
> In addition to  SriSamSri Appecherla you can do the following .
>
> Thread pools for different commands are configured in the CAI:Commands
> form. Configuring thread pools defines dedicated CAI threads for use by the
> specific command. This ensures that requests from a command use only the
> dedicated threads, and performance of other command requests to the CAI is
> not affected.
>
> you can configure this for the commands that are frequently created in
> CAI:Event Form.
>
> Thanks and regards
> Harshad Wagh
> Engineer
> Vyom Labs Pvt Ltd.
>
>
> On 1/7/2015 12:12 PM, Remedy consultant wrote:
>
> **
> Sure Will do that and let you know. Meanwhile i have deleted al lrecords
> from CAI:Event and CAI:Eventparam .After that for some time it works fine
> and then again Queue is getting build up.
>
> On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla <
> appecherla@gmail.com> wrote:
>
>> **
>> Hi Amit,
>>
>>  I'm assuming you want to bulk trigger all the failed CAI:Event records
>> to create fulfilment records.
>>
>>  1. Try to fix the error(s) which is causing records to get stuck in
>> CAI:Events
>>  2. For one (preferably test record), change the Return Code to Start
>> and Save
>> 3. IF it is a success, if you want to re-trigger all 9000 of them in
>> bulk, you can do a modify all on CAI:Events and change the Return Code to
>> Start.
>>
>>
>>
>>   Regards,
>>  SriSamSri Appecherla
>> +61 478877812
>>
>> On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant 
>> wrote:
>>
>>> **
>>>  Hello All,
>>>
>>>  We are facing issues with records in CAI:Events. There are almost 9000
>>> records are stuck in this schema. Due to which lot of records in
>>> SRM:Requests are stuck in submitted. Could you please help me to identify
>>> this issue ?
>>>
>>>  We can not delete records present in CAI:Events as it is a production
>>> enviornment.
>>>
>>>  Regards,
>>>
>>>  Amit
>>>   _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>   _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: need help about stucked CAI:Evetns

[Harshad Wagh]

Hi Amit,

In addition to SriSamSri Appecherla you can do the following .

Thread pools for different commands are configured in the CAI:Commands 
form. Configuring thread pools defines dedicated CAI threads for use by 
the specific command. This ensures that requests from a command use only 
the dedicated threads, and performance of other command requests to the 
CAI is not affected.


you can configure this for the commands that are frequently created in 
CAI:Event Form.


Thanks and regards
Harshad Wagh
Engineer
Vyom Labs Pvt Ltd.

On 1/7/2015 12:12 PM, Remedy consultant wrote:

**
Sure Will do that and let you know. Meanwhile i have deleted al 
lrecords from CAI:Event and CAI:Eventparam .After that for some time 
it works fine and then again Queue is getting build up.


On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla 
mailto:appecherla@gmail.com>> wrote:


**
Hi Amit,

I'm assuming you want to bulk trigger all the failed CAI:Event
records to create fulfilment records.

1. Try to fix the error(s) which is causing records to get stuck
in CAI:Events
2. For one (preferably test record), change the Return Code to
Start and Save
3. IF it is a success, if you want to re-trigger all 9000 of them
in bulk, you can do a modify all on CAI:Events and change the
Return Code to Start.



Regards,
SriSamSri Appecherla
+61 478877812

On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant
mailto:raccons...@gmail.com>> wrote:

**
Hello All,

We are facing issues with records in CAI:Events. There are
almost 9000 records are stuck in this schema. Due to which lot
of records in SRM:Requests are stuck in submitted. Could you
please help me to identify this issue ?

We can not delete records present in CAI:Events as it is a
production enviornment.

Regards,

Amit
_ARSlist: "Where the Answers Are" and have been for 20 years_ 



_ARSlist: "Where the Answers Are" and have been for 20 years_


_ARSlist: "Where the Answers Are" and have been for 20 years_ 



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Re: need help about stucked CAI:Evetns

[Remedy consultant]

Sure Will do that and let you know. Meanwhile i have deleted al lrecords
from CAI:Event and CAI:Eventparam .After that for some time it works fine
and then again Queue is getting build up.

On Wed, Jan 7, 2015 at 6:30 AM, SriSamSri Appecherla <
appecherla@gmail.com> wrote:

> **
> Hi Amit,
>
> I'm assuming you want to bulk trigger all the failed CAI:Event records to
> create fulfilment records.
>
> 1. Try to fix the error(s) which is causing records to get stuck in
> CAI:Events
> 2. For one (preferably test record), change the Return Code to Start and
> Save
> 3. IF it is a success, if you want to re-trigger all 9000 of them in bulk,
> you can do a modify all on CAI:Events and change the Return Code to Start.
>
>
>
> Regards,
> SriSamSri Appecherla
> +61 478877812
>
> On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant 
> wrote:
>
>> **
>> Hello All,
>>
>> We are facing issues with records in CAI:Events. There are almost 9000
>> records are stuck in this schema. Due to which lot of records in
>> SRM:Requests are stuck in submitted. Could you please help me to identify
>> this issue ?
>>
>> We can not delete records present in CAI:Events as it is a production
>> enviornment.
>>
>> Regards,
>>
>> Amit
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: need help about stucked CAI:Evetns

[SriSamSri Appecherla]

Hi Amit,

I'm assuming you want to bulk trigger all the failed CAI:Event records to
create fulfilment records.

1. Try to fix the error(s) which is causing records to get stuck in
CAI:Events
2. For one (preferably test record), change the Return Code to Start and
Save
3. IF it is a success, if you want to re-trigger all 9000 of them in bulk,
you can do a modify all on CAI:Events and change the Return Code to Start.



Regards,
SriSamSri Appecherla
+61 478877812

On Tue, Jan 6, 2015 at 8:59 PM, Remedy consultant 
wrote:

> **
> Hello All,
>
> We are facing issues with records in CAI:Events. There are almost 9000
> records are stuck in this schema. Due to which lot of records in
> SRM:Requests are stuck in submitted. Could you please help me to identify
> this issue ?
>
> We can not delete records present in CAI:Events as it is a production
> enviornment.
>
> Regards,
>
> Amit
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: need help about stucked CAI:Evetns

[Manoj Kumar]

Amit,

How many records are in "Error" status in CAI:Events form and why is it
error out ?

Thanxs & Regards

Manoj
+91 996 223 2006

On Tue, Jan 6, 2015 at 6:29 PM, Remedy consultant 
wrote:

> **
> Hello All,
>
> We are facing issues with records in CAI:Events. There are almost 9000
> records are stuck in this schema. Due to which lot of records in
> SRM:Requests are stuck in submitted. Could you please help me to identify
> this issue ?
>
> We can not delete records present in CAI:Events as it is a production
> enviornment.
>
> Regards,
>
> Amit
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Need help on My IT POC to integrate with custom application.

[Abhi$hek]

Hi Folk,

PFB link which can be useful for your scenario:-

https://docs.bmc.com/docs/display/public/myit15/Integrating+third-party+applications+to+monitor+services+and+provide+status+updates

Regards,
Abhishek A
08806062354

On Mon, Dec 29, 2014 at 4:14 PM, shambo maitra  wrote:
> **
> Hello Everyone,
>
> Please let me know if anyone has ever worked on My-IT custom application
> integration.
> Any kind of help is really appreciated.
>
> Regards,
> Shambo Maitra.
>
>
> On Fri, Dec 26, 2014 at 5:37 PM, shambo maitra  wrote:
>>
>> Greetings All,
>>
>> In continuation to my previous post, the custom remedy AR application that
>> we are planning to use  will be created in existing ITSM 8.1 version.
>>
>> Regards,
>> Shambo Maitra.
>>
>> On Fri, Dec 26, 2014 at 4:32 PM, Shambo Maitra  wrote:
>>>
>>> Hello Everyone,
>>>
>>> We are doing a POC using My IT.
>>>
>>> In the POC we need to enable customers to create service request by
>>> providing input to list of questionnaires.
>>>
>>> The main challenge is that the customer doesn't have SRM and we need to
>>> use a custom application for the same and integrate with My -IT.
>>>
>>> Please let us know if anyone has worked similar kind of project before.
>>>
>>> MY-IT version -2.0 or 2.0.1
>>>
>>> ITSM and AR Server version : 8.1
>>>
>>>
>>> Thanks,
>>> Shambo Maitra.
>>>
>>>
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_



-- 



Regards,
Abhishek Anand

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Re: Need help on My IT POC to integrate with custom application.

[shambo maitra]

Hello Everyone,

Please let me know if anyone has ever worked on My-IT custom application
integration.
Any kind of help is really appreciated.

Regards,
Shambo Maitra.


On Fri, Dec 26, 2014 at 5:37 PM, shambo maitra  wrote:

> Greetings All,
>
> In continuation to my previous post, the custom remedy AR application that
> we are planning to use  will be created in existing ITSM 8.1 version.
>
> Regards,
> Shambo Maitra.
>
> On Fri, Dec 26, 2014 at 4:32 PM, Shambo Maitra  wrote:
>
>> Hello Everyone,
>>
>> We are doing a POC using My IT.
>>
>> In the POC we need to enable customers to create service request by
>> providing input to list of questionnaires.
>>
>> The main challenge is that the customer doesn't have SRM and we need to
>> use a custom application for the same and integrate with My -IT.
>>
>> Please let us know if anyone has worked similar kind of project before.
>>
>> MY-IT version -2.0 or 2.0.1
>>
>> ITSM and AR Server version : 8.1
>>
>>
>> Thanks,
>> Shambo Maitra.
>>
>>
>>
>

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Re: Need help on My IT POC to integrate with custom application.

[shambo maitra]

Greetings All,

In continuation to my previous post, the custom remedy AR application that
we are planning to use  will be created in existing ITSM 8.1 version.

Regards,
Shambo Maitra.

On Fri, Dec 26, 2014 at 4:32 PM, Shambo Maitra  wrote:

> Hello Everyone,
>
> We are doing a POC using My IT.
>
> In the POC we need to enable customers to create service request by
> providing input to list of questionnaires.
>
> The main challenge is that the customer doesn't have SRM and we need to
> use a custom application for the same and integrate with My -IT.
>
> Please let us know if anyone has worked similar kind of project before.
>
> MY-IT version -2.0 or 2.0.1
>
> ITSM and AR Server version : 8.1
>
>
> Thanks,
> Shambo Maitra.
>
>
>

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Re: Need help about IVR integration

[Remedy consultant]

Hello Jason,

Thank you for your reply. I would go thorugh yuor link to read it further.I
would also check wheter incident needs to be created before call routing or
after call routing.

 Regards,

Amit B.

On Tue, Dec 3, 2013 at 12:05 PM, Jason Miller wrote:

> **
> By looking at your description I am seeing mostly Remedy workflow here.
>  You need Avaya to open a form with some context and from there it is
> Remedy workflow to query customer info and start a ticket getting it ready
> to submit.  Can Avaya open a URL with variable parameters on a support
> agent's desktop?
>
> We did this with Cisco CallManager.  CallManager prompts the user if they
> have a ticket number and when the call is routed the Cisco agent on the
> Service Desk rep's desk opens a browser window using a URL we designed to
> open a dialog window and get info about the customer's Incident.  We could
> have easily automatically looked up a user's info by their extension even
> if they don't enter a ticket number but a large majority of our customers
> do not have a dedicated line so we decided it wan't worth pursuing.
>
> Hmmm.  Re-reading your description I guess there could be a desire to
> create a ticket before the call is even routed.  In that case what I
> described doesn't work and api or web services is the way to go.  Then you
> will have an issue getting the ticket to automatically show up on the
> support agent's screen.  This is where the Ides Use Push Technology for
> creating real-time Remedy 
> Applications<https://communities.bmc.com/ideas/3406>would be very useful.
>
> Jason
>
>
> On Tue, Dec 3, 2013 at 3:10 AM, Ali A. Musa  wrote:
>
>> **
>>
>>
>>
>> The solution
>>
>> 1.   Create a web-service ate the AR-System
>>
>> 2.   Using Java you can update the AR-System and your IVR if there
>> Java-API
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
>> *Sent:* Tuesday, December 03, 2013 12:53 PM
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Need help about IVR integration
>>
>>
>>
>> **
>>
>> Hello Ali,
>>
>>
>>
>> We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.
>>
>>
>>
>> But i do not have answer for your rest of the questions.
>>
>>
>>
>> With Regards,
>>
>>
>>
>> Amit B.
>>
>> On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa  wrote:
>>
>> **
>>
>>  I made intergation between RMEDY-6 and IVR using C-API then JAVA-API
>> from IVR and interfacing with webservioce at REMEDY, hence there a list of
>> questions
>>
>>
>>
>> 1- What REMEDY version you are workin with
>>
>> 2- Does AVYA allow API calls, ANSI-C or java to read he translation and
>> make the necessary workflow
>>
>> 2- Does AVAY support web-service integration (i.e. web-based application,
>> run under web-server, )
>>
>>
>>  --
>>
>> *From:* Action Request System discussion list(ARSList) [
>> arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com
>> ]
>> *Sent:* Monday, December 02, 2013 4:42 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Need help about IVR integration
>>
>> **
>>
>> Hello ,
>>
>>
>>
>> Thnak you for your reply.
>>
>>
>>
>> Here my customer is looking for Integrating IM module with IVR using
>> avaya. here is the thing we are looking for:
>>
>>
>>
>> 1) Customer calls help desk and he would hear the message like please
>> enter your ID followed by # sign.
>>
>>
>>
>> 2) as soon as it is done ,system would show pop up window which will
>> contain customer ID as well as other details like language and location
>> related to customer.ideally system whould extract it based on ID.
>>
>>
>>
>> 3) then Agent would insert text related to an issue and he would press
>> save button present on pop up window.
>>
>>
>>
>> 4) then Incident should get created.
>>
>>
>>
>>
>>
>> As per my understanding in this case every agent should have Avaya agent
>> installed on his/her machine. Please correct me if i am wrong.
>>
>>
>>
>> I need help to understand what are the task which needs to be done from
>> Remedy side and from avaya side.
>>
>>
>>
>> Kindly waiting for your reply.
>>
>>

Re: Need help about IVR integration

[Ali A. Musa]

I am capable of doing so? I can do it remotely? If you are in Canada and USA I 
will be from Dec-21-to-Jan-5? I can perform this job?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Tuesday, December 03, 2013 7:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need help about IVR integration

**
Hello Ali,

Sorry for asking too many questions.


2.   Using Java you can update the AR-System and your IVR if there Java-API
Comment: correct me if i am wrong , don't we need to have Avaya client 
installed on all Agents machine? Ideally Avaya API should get trigger when user 
calls User service desk.

Please correct me if i am wrong.

Regards,

Amit B.
On Tue, Dec 3, 2013 at 6:10 AM, Ali A. Musa 
mailto:amus...@stc.com.sa>> wrote:
**

The solution

1.   Create a web-service ate the AR-System

2.   Using Java you can update the AR-System and your IVR if there Java-API
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Remedy 
consultant
Sent: Tuesday, December 03, 2013 12:53 PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Need help about IVR integration

**
Hello Ali,

We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.

But i do not have answer for your rest of the questions.

With Regards,

Amit B.
On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa 
mailto:amus...@stc.com.sa>> wrote:
**

 I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from IVR 
and interfacing with webservioce at REMEDY, hence there a list of questions



1- What REMEDY version you are workin with

2- Does AVYA allow API calls, ANSI-C or java to read he translation and make 
the necessary workflow

2- Does AVAY support web-service integration (i.e. web-based application, run 
under web-server, )




From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Remedy 
consultant [raccons...@gmail.com<mailto:raccons...@gmail.com>]
Sent: Monday, December 02, 2013 4:42 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Need help about IVR integration
**
Hello ,

Thnak you for your reply.

Here my customer is looking for Integrating IM module with IVR using avaya. 
here is the thing we are looking for:

1) Customer calls help desk and he would hear the message like please enter 
your ID followed by # sign.

2) as soon as it is done ,system would show pop up window which will contain 
customer ID as well as other details like language and location related to 
customer.ideally system whould extract it based on ID.

3) then Agent would insert text related to an issue and he would press save 
button present on pop up window.

4) then Incident should get created.


As per my understanding in this case every agent should have Avaya agent 
installed on his/her machine. Please correct me if i am wrong.

I need help to understand what are the task which needs to be done from Remedy 
side and from avaya side.

Kindly waiting for your reply.

With Regards,

Amit B.

On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
What type of integration are you asking for?

Examples
  When a call comes in and is answered by a rep are you looking to "pop" the 
screen of the rep with the caller's information?
   After the call is complete do you wish to add data to the ticket about call 
timing?
   Do you want the ability for a user in ITSM to have the IVR system make the 
call for them (ARS triggering the user's phone to dial the number)?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Remedy 
consultant
Sent: Thursday, November 21, 2013 6:12 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Need help about IVR integration

**
Hello All,

We are working on requirement about integrating IVR with ITSM . Does anybody 
has any document which could be helpfull for us during the implementation ?

As per my understanding Avaya has it's own API which can push data into either 
staging form or Hpd:help Deks form ? Please correct me if i am wrong.

Regards,

Amit B.


_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_

The information in this email may contain confidential material and it is 
intended solely for the addresses. Access to this email by anyone else is 
unauthorized. If you are not the intended recipient, please delete the email 
and destroy any copies of it, any disclosure, copying, distribution is 
prohibited and may be considered unlawful. Contents of this email and any 
attachments may be altered, Statement and opinions expressed in this 

Re: Need help about IVR integration

[Jason Miller]

By looking at your description I am seeing mostly Remedy workflow here.
 You need Avaya to open a form with some context and from there it is
Remedy workflow to query customer info and start a ticket getting it ready
to submit.  Can Avaya open a URL with variable parameters on a support
agent's desktop?

We did this with Cisco CallManager.  CallManager prompts the user if they
have a ticket number and when the call is routed the Cisco agent on the
Service Desk rep's desk opens a browser window using a URL we designed to
open a dialog window and get info about the customer's Incident.  We could
have easily automatically looked up a user's info by their extension even
if they don't enter a ticket number but a large majority of our customers
do not have a dedicated line so we decided it wan't worth pursuing.

Hmmm.  Re-reading your description I guess there could be a desire to
create a ticket before the call is even routed.  In that case what I
described doesn't work and api or web services is the way to go.  Then you
will have an issue getting the ticket to automatically show up on the
support agent's screen.  This is where the Ides Use Push Technology for
creating real-time Remedy
Applications<https://communities.bmc.com/ideas/3406>would be very
useful.

Jason


On Tue, Dec 3, 2013 at 3:10 AM, Ali A. Musa  wrote:

> **
>
>
>
> The solution
>
> 1.   Create a web-service ate the AR-System
>
> 2.   Using Java you can update the AR-System and your IVR if there
> Java-API
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Tuesday, December 03, 2013 12:53 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need help about IVR integration
>
>
>
> **
>
> Hello Ali,
>
>
>
> We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.
>
>
>
> But i do not have answer for your rest of the questions.
>
>
>
> With Regards,
>
>
>
> Amit B.
>
> On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa  wrote:
>
> **
>
>  I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from
> IVR and interfacing with webservioce at REMEDY, hence there a list of
> questions
>
>
>
> 1- What REMEDY version you are workin with
>
> 2- Does AVYA allow API calls, ANSI-C or java to read he translation and
> make the necessary workflow
>
> 2- Does AVAY support web-service integration (i.e. web-based application,
> run under web-server, )
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [
> arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com]
> *Sent:* Monday, December 02, 2013 4:42 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need help about IVR integration
>
> **
>
> Hello ,
>
>
>
> Thnak you for your reply.
>
>
>
> Here my customer is looking for Integrating IM module with IVR using
> avaya. here is the thing we are looking for:
>
>
>
> 1) Customer calls help desk and he would hear the message like please
> enter your ID followed by # sign.
>
>
>
> 2) as soon as it is done ,system would show pop up window which will
> contain customer ID as well as other details like language and location
> related to customer.ideally system whould extract it based on ID.
>
>
>
> 3) then Agent would insert text related to an issue and he would press
> save button present on pop up window.
>
>
>
> 4) then Incident should get created.
>
>
>
>
>
> As per my understanding in this case every agent should have Avaya agent
> installed on his/her machine. Please correct me if i am wrong.
>
>
>
> I need help to understand what are the task which needs to be done from
> Remedy side and from avaya side.
>
>
>
> Kindly waiting for your reply.
>
>
>
> With Regards,
>
>
>
> Amit B.
>
>
>
> On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
> **
>
> What type of integration are you asking for?
>
>
>
> Examples
>
>   When a call comes in and is answered by a rep are you looking to “pop”
> the screen of the rep with the caller’s information?
>
>After the call is complete do you wish to add data to the ticket about
> call timing?
>
>Do you want the ability for a user in ITSM to have the IVR system make
> the call for them (ARS triggering the user’s phone to dial the number)?
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Thursday, November 21, 2013 6:12 AM
&

Re: Need help about IVR integration

[Remedy consultant]

Hello Ali,

Sorry for asking too many questions.


2.   Using Java you can update the AR-System and your IVR if there
Java-API
Comment: correct me if i am wrong , don't we need to have Avaya client
installed on all Agents machine? Ideally Avaya API should get trigger when
user calls User service desk.

Please correct me if i am wrong.

Regards,

Amit B.

On Tue, Dec 3, 2013 at 6:10 AM, Ali A. Musa  wrote:

> **
>
>
>
> The solution
>
> 1.   Create a web-service ate the AR-System
>
> 2.   Using Java you can update the AR-System and your IVR if there
> Java-API
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Tuesday, December 03, 2013 12:53 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need help about IVR integration
>
>
>
> **
>
> Hello Ali,
>
>
>
> We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.
>
>
>
> But i do not have answer for your rest of the questions.
>
>
>
> With Regards,
>
>
>
> Amit B.
>
> On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa  wrote:
>
> **
>
>  I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from
> IVR and interfacing with webservioce at REMEDY, hence there a list of
> questions
>
>
>
> 1- What REMEDY version you are workin with
>
> 2- Does AVYA allow API calls, ANSI-C or java to read he translation and
> make the necessary workflow
>
> 2- Does AVAY support web-service integration (i.e. web-based application,
> run under web-server, )
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [
> arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com]
> *Sent:* Monday, December 02, 2013 4:42 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need help about IVR integration
>
> **
>
> Hello ,
>
>
>
> Thnak you for your reply.
>
>
>
> Here my customer is looking for Integrating IM module with IVR using
> avaya. here is the thing we are looking for:
>
>
>
> 1) Customer calls help desk and he would hear the message like please
> enter your ID followed by # sign.
>
>
>
> 2) as soon as it is done ,system would show pop up window which will
> contain customer ID as well as other details like language and location
> related to customer.ideally system whould extract it based on ID.
>
>
>
> 3) then Agent would insert text related to an issue and he would press
> save button present on pop up window.
>
>
>
> 4) then Incident should get created.
>
>
>
>
>
> As per my understanding in this case every agent should have Avaya agent
> installed on his/her machine. Please correct me if i am wrong.
>
>
>
> I need help to understand what are the task which needs to be done from
> Remedy side and from avaya side.
>
>
>
> Kindly waiting for your reply.
>
>
>
> With Regards,
>
>
>
> Amit B.
>
>
>
> On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
> **
>
> What type of integration are you asking for?
>
>
>
> Examples
>
>   When a call comes in and is answered by a rep are you looking to “pop”
> the screen of the rep with the caller’s information?
>
>After the call is complete do you wish to add data to the ticket about
> call timing?
>
>Do you want the ability for a user in ITSM to have the IVR system make
> the call for them (ARS triggering the user’s phone to dial the number)?
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Thursday, November 21, 2013 6:12 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Need help about IVR integration
>
>
>
> **
>
> Hello All,
>
>
>
> We are working on requirement about integrating IVR with ITSM . Does
> anybody has any document which could be helpfull for us during the
> implementation ?
>
>
>
> As per my understanding Avaya has it's own API which can push data into
> either staging form or Hpd:help Deks form ? Please correct me if i am
> wrong.
>
>
>
> Regards,
>
>
>
> Amit B.
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> The information in this email may contain confidential material and it is
> intended solely for the addresses. Access to this email by anyone else is
> unauthorized. If you are not the intended recipient, plea

Re: Need help about IVR integration

[Ali A. Musa]

The solution

1.   Create a web-service ate the AR-System

2.   Using Java you can update the AR-System and your IVR if there Java-API
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Tuesday, December 03, 2013 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need help about IVR integration

**
Hello Ali,

We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.

But i do not have answer for your rest of the questions.

With Regards,

Amit B.
On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa 
mailto:amus...@stc.com.sa>> wrote:
**

 I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from IVR 
and interfacing with webservioce at REMEDY, hence there a list of questions



1- What REMEDY version you are workin with

2- Does AVYA allow API calls, ANSI-C or java to read he translation and make 
the necessary workflow

2- Does AVAY support web-service integration (i.e. web-based application, run 
under web-server, )




From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Remedy 
consultant [raccons...@gmail.com<mailto:raccons...@gmail.com>]
Sent: Monday, December 02, 2013 4:42 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Need help about IVR integration
**
Hello ,

Thnak you for your reply.

Here my customer is looking for Integrating IM module with IVR using avaya. 
here is the thing we are looking for:

1) Customer calls help desk and he would hear the message like please enter 
your ID followed by # sign.

2) as soon as it is done ,system would show pop up window which will contain 
customer ID as well as other details like language and location related to 
customer.ideally system whould extract it based on ID.

3) then Agent would insert text related to an issue and he would press save 
button present on pop up window.

4) then Incident should get created.


As per my understanding in this case every agent should have Avaya agent 
installed on his/her machine. Please correct me if i am wrong.

I need help to understand what are the task which needs to be done from Remedy 
side and from avaya side.

Kindly waiting for your reply.

With Regards,

Amit B.

On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
What type of integration are you asking for?

Examples
  When a call comes in and is answered by a rep are you looking to "pop" the 
screen of the rep with the caller's information?
   After the call is complete do you wish to add data to the ticket about call 
timing?
   Do you want the ability for a user in ITSM to have the IVR system make the 
call for them (ARS triggering the user's phone to dial the number)?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Remedy 
consultant
Sent: Thursday, November 21, 2013 6:12 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Need help about IVR integration

**
Hello All,

We are working on requirement about integrating IVR with ITSM . Does anybody 
has any document which could be helpfull for us during the implementation ?

As per my understanding Avaya has it's own API which can push data into either 
staging form or Hpd:help Deks form ? Please correct me if i am wrong.

Regards,

Amit B.


_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_

The information in this email may contain confidential material and it is 
intended solely for the addresses. Access to this email by anyone else is 
unauthorized. If you are not the intended recipient, please delete the email 
and destroy any copies of it, any disclosure, copying, distribution is 
prohibited and may be considered unlawful. Contents of this email and any 
attachments may be altered, Statement and opinions expressed in this email are 
those of the sender, and do not necessarily reflect those of Saudi 
Telecommunications Company (STC).
_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_

The information in this email may contain confidential material and it is 
intended solely for the addresses. Access to this  email by anyone else is 
unauthorized. If you are not the intended recipient, please delete the email 
and destroy any copies of it, any disclosure, copying, distribution is 
prohibited and may be considered unlawful. Contents of this email and any 
attachments may be altered, Statement and opinions expressed in this email are 
those of the sender, and do not necessarily  reflect those of Saudi 
Telecommunications Company (STC).

___

Re: Need help about IVR integration

[Remedy consultant]

Hello Ali,

We are using Remedy ARS server 7.5 patch 8 and ITSM 7.6 patch 001.

But i do not have answer for your rest of the questions.

With Regards,

Amit B.

On Mon, Dec 2, 2013 at 1:56 PM, Ali A. Musa  wrote:

> **
>
>  I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from
> IVR and interfacing with webservioce at REMEDY, hence there a list of
> questions
>
>
>
> 1- What REMEDY version you are workin with
>
> 2- Does AVYA allow API calls, ANSI-C or java to read he translation and
> make the necessary workflow
>
> 2- Does AVAY support web-service integration (i.e. web-based application,
> run under web-server, )
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [
> arslist@ARSLIST.ORG] on behalf of Remedy consultant [raccons...@gmail.com]
> *Sent:* Monday, December 02, 2013 4:42 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need help about IVR integration
>
>   **
> Hello ,
>
> Thnak you for your reply.
>
> Here my customer is looking for Integrating IM module with IVR using
> avaya. here is the thing we are looking for:
>
> 1) Customer calls help desk and he would hear the message like please
> enter your ID followed by # sign.
>
> 2) as soon as it is done ,system would show pop up window which will
> contain customer ID as well as other details like language and location
> related to customer.ideally system whould extract it based on ID.
>
> 3) then Agent would insert text related to an issue and he would press
> save button present on pop up window.
>
> 4) then Incident should get created.
>
>
> As per my understanding in this case every agent should have Avaya agent
> installed on his/her machine. Please correct me if i am wrong.
>
> I need help to understand what are the task which needs to be done from
> Remedy side and from avaya side.
>
> Kindly waiting for your reply.
>
> With Regards,
>
> Amit B.
>
> On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
>> **
>>
>> What type of integration are you asking for?
>>
>>
>>
>> Examples
>>
>>   When a call comes in and is answered by a rep are you looking to “pop”
>> the screen of the rep with the caller’s information?
>>
>>After the call is complete do you wish to add data to the ticket
>> about call timing?
>>
>>Do you want the ability for a user in ITSM to have the IVR system
>> make the call for them (ARS triggering the user’s phone to dial the number)?
>>
>>
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
>> *Sent:* Thursday, November 21, 2013 6:12 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Need help about IVR integration
>>
>>
>>
>> **
>>
>> Hello All,
>>
>>
>>
>> We are working on requirement about integrating IVR with ITSM . Does
>> anybody has any document which could be helpfull for us during the
>> implementation ?
>>
>>
>>
>> As per my understanding Avaya has it's own API which can push data into
>> either staging form or Hpd:help Deks form ? Please correct me if i am
>> wrong.
>>
>>
>>
>> Regards,
>>
>>
>>
>> Amit B.
>>
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> The information in this email may contain confidential material and it is
> intended solely for the addresses. Access to this email by anyone else is
> unauthorized. If you are not the intended recipient, please delete the
> email and destroy any copies of it, any disclosure, copying, distribution
> is prohibited and may be considered unlawful. Contents of this email and
> any attachments may be altered, Statement and opinions expressed in this
> email are those of the sender, and do not necessarily reflect those of
> Saudi Telecommunications Company (STC).
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Need help about IVR integration

[Ali A. Musa]

 I made intergation between RMEDY-6 and IVR using C-API then JAVA-API from IVR 
and interfacing with webservioce at REMEDY, hence there a list of questions



1- What REMEDY version you are workin with

2- Does AVYA allow API calls, ANSI-C or java to read he translation and make 
the necessary workflow

2- Does AVAY support web-service integration (i.e. web-based application, run 
under web-server, )




From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Remedy consultant [raccons...@gmail.com]
Sent: Monday, December 02, 2013 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need help about IVR integration

**
Hello ,

Thnak you for your reply.

Here my customer is looking for Integrating IM module with IVR using avaya. 
here is the thing we are looking for:

1) Customer calls help desk and he would hear the message like please enter 
your ID followed by # sign.

2) as soon as it is done ,system would show pop up window which will contain 
customer ID as well as other details like language and location related to 
customer.ideally system whould extract it based on ID.

3) then Agent would insert text related to an issue and he would press save 
button present on pop up window.

4) then Incident should get created.


As per my understanding in this case every agent should have Avaya agent 
installed on his/her machine. Please correct me if i am wrong.

I need help to understand what are the task which needs to be done from Remedy 
side and from avaya side.

Kindly waiting for your reply.

With Regards,

Amit B.

On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
What type of integration are you asking for?

Examples
  When a call comes in and is answered by a rep are you looking to “pop” the 
screen of the rep with the caller’s information?
   After the call is complete do you wish to add data to the ticket about call 
timing?
   Do you want the ability for a user in ITSM to have the IVR system make the 
call for them (ARS triggering the user’s phone to dial the number)?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Remedy 
consultant
Sent: Thursday, November 21, 2013 6:12 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Need help about IVR integration

**
Hello All,

We are working on requirement about integrating IVR with ITSM . Does anybody 
has any document which could be helpfull for us during the implementation ?

As per my understanding Avaya has it's own API which can push data into either 
staging form or Hpd:help Deks form ? Please correct me if i am wrong.

Regards,

Amit B.


_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_

The information in this email may contain confidential material and it is 
intended solely for the addresses. Access to this  email by anyone else is 
unauthorized. If you are not the intended recipient, please delete the email 
and destroy any copies of it, any disclosure, copying, distribution is 
prohibited and may be considered unlawful. Contents of this email and any 
attachments may be altered, Statement and opinions expressed in this email are 
those of the sender, and do not necessarily  reflect those of Saudi 
Telecommunications Company (STC).

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Need help about IVR integration

[Remedy consultant]

Hello ,

Thnak you for your reply.

Here my customer is looking for Integrating IM module with IVR using avaya.
here is the thing we are looking for:

1) Customer calls help desk and he would hear the message like please enter
your ID followed by # sign.

2) as soon as it is done ,system would show pop up window which will
contain customer ID as well as other details like language and location
related to customer.ideally system whould extract it based on ID.

3) then Agent would insert text related to an issue and he would press save
button present on pop up window.

4) then Incident should get created.


As per my understanding in this case every agent should have Avaya agent
installed on his/her machine. Please correct me if i am wrong.

I need help to understand what are the task which needs to be done from
Remedy side and from avaya side.

Kindly waiting for your reply.

With Regards,

Amit B.

On Thu, Nov 21, 2013 at 9:44 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> What type of integration are you asking for?
>
>
>
> Examples
>
>   When a call comes in and is answered by a rep are you looking to “pop”
> the screen of the rep with the caller’s information?
>
>After the call is complete do you wish to add data to the ticket about
> call timing?
>
>Do you want the ability for a user in ITSM to have the IVR system make
> the call for them (ARS triggering the user’s phone to dial the number)?
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Thursday, November 21, 2013 6:12 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Need help about IVR integration
>
>
>
> **
>
> Hello All,
>
>
>
> We are working on requirement about integrating IVR with ITSM . Does
> anybody has any document which could be helpfull for us during the
> implementation ?
>
>
>
> As per my understanding Avaya has it's own API which can push data into
> either staging form or Hpd:help Deks form ? Please correct me if i am
> wrong.
>
>
>
> Regards,
>
>
>
> Amit B.
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Need help about IVR integration

[anurag saxena]

Hi Amit,
Can you please explain what is your exact requirement.
I have done an integration where once end your enters his employee id on IVR an 
URL generated (passing empID in URL) which essentially load the Incident form 
in new mode with all the customer details.

BR,
Vishwa
BPA, CSC
 
HAVE A NICE DAY
 



On Thursday, November 21, 2013 5:43 PM, Remedy consultant 
 wrote:
 
** 
Hello All,
 
We are working on requirement about integrating IVR with ITSM . Does anybody 
has any document which could be helpfull for us during the implementation ? 
 
As per my understanding Avaya has it's own API which can push data into either 
staging form or Hpd:help Deks form ? Please correct me if i am wrong. 
 
Regards,
 
Amit B.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Need help about IVR integration

[Grooms, Frederick W]

What type of integration are you asking for?

Examples
  When a call comes in and is answered by a rep are you looking to "pop" the 
screen of the rep with the caller's information?
   After the call is complete do you wish to add data to the ticket about call 
timing?
   Do you want the ability for a user in ITSM to have the IVR system make the 
call for them (ARS triggering the user's phone to dial the number)?


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Thursday, November 21, 2013 6:12 AM
To: arslist@ARSLIST.ORG
Subject: Need help about IVR integration

**
Hello All,

We are working on requirement about integrating IVR with ITSM . Does anybody 
has any document which could be helpfull for us during the implementation ?

As per my understanding Avaya has it's own API which can push data into either 
staging form or Hpd:help Deks form ? Please correct me if i am wrong.

Regards,

Amit B.



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Re: Need help to resolve this issue

[Remedy consultant]

Hello ,

This is structured email interface. Email template contain instruction like
Action = Submit and i have also mention schema name. i have checked email
template and we are not using request ID (1) field.

Regards,

Amit B
On Fri, Oct 18, 2013 at 6:11 PM, Joel Sender  wrote:

> **
>
> Maybe:
>
> **1.   **Check to see if workflow is pushing to another form, which
> could be the Field 1 in the error
>
> **2.   **Verify workflow isn’t attempting to write to Field 1:
> ‘pushing all fields’ shouldn’t include Field 1 
>
> ** **
>
> *Joel***
>
> Joel Senderjdsen...@earthlink.net310.829.5552
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Friday, October 18, 2013 10:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need help to resolve this issue
>
> ** **
>
> ** 
>
> Hello ,
>
>  
>
> Request ID (ID is 1) has three permissions i.e. Submitter ,Public and
> Assignee. Whereas user (created for this email interface) has admin
> permission and fixed license. 
>
>  
>
> Regards,
>
>  
>
> Amit B.
>
> On Fri, Oct 18, 2013 at 1:51 PM, Pargeter, Christie :CO IS <
> cparg...@lhs.org> wrote:
>
> ** 
>
> Did you make sure that at least one security group the email account has
> access to field 1 on the form?
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Friday, October 18, 2013 10:43 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Need help to resolve this issue
>
>  
>
> ** 
>
> Hello All,
>
>  
>
> We have structured email interface (using template) .We are on ARS 7.1
> version. 
>
>  
>
> It was working fine till yesterday but it is not working. Whenever we are
> sending email to particular mail id and when that email template gets
> parsed ,i am getting following error :
>
>  
>
> *You do not have write access (at create time) to field 1 *
>
>  
>
> We have already check user which is created for this email interface and
> that user has fixed license. I have already restarted email engine as wel
> las ar server successfully. 
>
>  
>
> Could you lease help me to resolve this issue?
>
>  
>
> Regards,
>
>  
>
> Amit B 
>
>  
>
>  
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Need help to resolve this issue

[Joel Sender]

Maybe:

1.   Check to see if workflow is pushing to another form, which could be
the Field 1 in the error

2.   Verify workflow isn't attempting to write to Field 1: 'pushing all
fields' shouldn't include Field 1 

 

Joel

Joel Senderjdsen...@earthlink.net310.829.5552

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Friday, October 18, 2013 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need help to resolve this issue

 

** 

Hello ,

 

Request ID (ID is 1) has three permissions i.e. Submitter ,Public and
Assignee. Whereas user (created for this email interface) has admin
permission and fixed license. 

 

Regards,

 

Amit B.

On Fri, Oct 18, 2013 at 1:51 PM, Pargeter, Christie :CO IS
 wrote:

** 

Did you make sure that at least one security group the email account has
access to field 1 on the form?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Friday, October 18, 2013 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Need help to resolve this issue

 

** 

Hello All,

 

We have structured email interface (using template) .We are on ARS 7.1
version. 

 

It was working fine till yesterday but it is not working. Whenever we are
sending email to particular mail id and when that email template gets parsed
,i am getting following error :

 

You do not have write access (at create time) to field 1 

 

We have already check user which is created for this email interface and
that user has fixed license. I have already restarted email engine as wel
las ar server successfully. 

 

Could you lease help me to resolve this issue?

 

Regards,

 

Amit B 

 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_


_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Need help to resolve this issue

[Remedy consultant]

Hello ,

Request ID (ID is 1) has three permissions i.e. Submitter ,Public and
Assignee. Whereas user (created for this email interface) has admin
permission and fixed license.

Regards,

Amit B.

On Fri, Oct 18, 2013 at 1:51 PM, Pargeter, Christie :CO IS  wrote:

> **
>
> Did you make sure that at least one security group the email account has
> access to field 1 on the form?
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Friday, October 18, 2013 10:43 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Need help to resolve this issue
>
> ** **
>
> ** 
>
> Hello All,
>
>  
>
> We have structured email interface (using template) .We are on ARS 7.1
> version. 
>
>  
>
> It was working fine till yesterday but it is not working. Whenever we are
> sending email to particular mail id and when that email template gets
> parsed ,i am getting following error :
>
>  
>
> *You do not have write access (at create time) to field 1 *
>
>  
>
> We have already check user which is created for this email interface and
> that user has fixed license. I have already restarted email engine as wel
> las ar server successfully. 
>
>  
>
> Could you lease help me to resolve this issue?
>
>  
>
> Regards,
>
>  
>
> Amit B 
>
>  
>
>  
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Need help to resolve this issue

[Pargeter, Christie :CO IS]

Did you make sure that at least one security group the email account has
access to field 1 on the form?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Friday, October 18, 2013 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Need help to resolve this issue

 

** 

Hello All,

 

We have structured email interface (using template) .We are on ARS 7.1
version. 

 

It was working fine till yesterday but it is not working. Whenever we
are sending email to particular mail id and when that email template
gets parsed ,i am getting following error :

 

You do not have write access (at create time) to field 1 

 

We have already check user which is created for this email interface and
that user has fixed license. I have already restarted email engine as
wel las ar server successfully. 

 

Could you lease help me to resolve this issue?

 

Regards,

 

Amit B 

 

 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Need help to resolve the issue

[andres tamayo]

i configure this module once, and all i remeber is that you have to change
the WSFilters.xml file

the install guide pag 48 (7.5 version) include the steps to follow.


2013/6/17 Remedy consultant 

> **
> Hello All,
>
> I am facing problem while configuring collection node in SLM.
>
> 1) I open form called SLM:ConfigAddCollectionNode then i try to choose
> option from menu attached with field called Collection point under
> Collection Node properties
>
> 2) As soon as i am done with selection system hangs and throw following
> error :
>
> *ARERR [9130] Error encountered while executing a Web Service : ; nested
> exception is:
>  java.net.SocketTimeoutException: Read timed out*
>
> *The preceding message occurred during the execution of active link
> SLM:ConfigAddCollectionNodes:OnCPMenuSelectDiscoverNodeTypes -- action 3.
> (ARNOTE 1101)*
> **
> 3) This error is coming while data is getting pushed into form  called
> SLM:LandScape schema. Basically filter is trying to consume web service
> C:\daytona\wsdlfinal\wsdls\GetCollectionNodeTypes.wsdl . This OOB filter.
>
> Any idea how to resolve this error?
>
> ---Amar
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: need help about integrating ITSM with Service now

[Remedy consultant]

Hello,

Thank you Joe for such a great and clear explanation. Sure i am reading
integration guide for this change.

---Amar

On Tue, May 28, 2013 at 11:39 PM, Joe D'Souza  wrote:

> **
>
> Amar,
>
> ** **
>
> Unfortunately your understanding is not correct.
>
> ** **
>
> If you create a WS in Remedy with an Operation of Create, other systems,
> will be able to consume that WS to create tickets in Remedy.
>
> ** **
>
> You said you want to create tickets in ServiceNow (SN), which means you
> have to go about looking for a WS hosted by SN that allows you to create
> tickets in SN. And then consume that WS using the Remedy Set Fields Filter
> using the option of WSDL to set fields. In Remedy you will receive a
> response from the SN WSDL with possibly the ticket ID or something like
> that depending on what that SN WSDL is designed to return on create.
>
> ** **
>
> You could, probably do it the other way around too, that is publish a web
> service from Remedy, for SN to consume, to QUERY (and not create) a Remedy
> incident, and have some sort of a polling job from SN – the drawback to
> which would be, this would not be real time, which I am sure would not be
> your preferred option when you could have a real time option, at the same
> cost. Consuming SN’s WSDL to create in SN, would be real time.
>
> ** **
>
> Since you do not seem to have a good understanding of how this works, I
> would strongly suggest that you read the integration guide that talks about
> Web Service integration, that elaborates on both aspects – that of
> publishing as well as consuming.
>
> ** **
>
> Cheers
>
> ** **
>
> Joe
>
> ** **
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Monday, May 27, 2013 10:56 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: need help about integrating ITSM with Service now
> 
>
>  ** **
>
> ** 
>
> Hello All,
>
>  
>
> Thank you for your reply and suggestion. As i am going to handle workflow
> changes from remedy side , so to create incident in service now from ITSM
> (remedy) ,i need to create web service in remedy and give it to Service now
> team to consume it . My web service should have opCreate operation.Correct
> me if my understanding is incorrect. Also let me know if any other things i
> needs to consider during implementation. My main task is to whenever
> incident gets created in ITSM and assign to specific group ,it must be
> transfered to Service now system. 
>
>  
>
> ---Amar 
>
> On Sat, May 25, 2013 at 3:31 PM, Joe D'Souza  wrote:***
> *
>
> ** 
>
> And I’m currently working with BizTalk as the middleware to talk to other
> apps which seems to be pretty versatile too – the only limitations that I
> have so far seen are mostly from Remedy with its shortcomings with
> reference to web services..
>
>  
>
> And yet some of those seem to be not so hard to circumvent using some
> quick and dirty methods. I am still on a PoC of these Q&D methods, but
> theoretically, it should work.
>
>  
>
> Joe
>
>  
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson
> *Sent:* Saturday, May 25, 2013 4:51 AM 
>
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: need help about integrating ITSM with Service now
>
>  
>
> Hi,
>
> If you require integration to more than one vendor then I suggest looking
> into a reusable third party application.
>
> BMC Atrium Orchestrator has a Service Now Adapter and associated processes
> that can be utilised.  This can then be reused as additional vendors
> require an interface. 
>
>  ****
>   --
>
>  
>
> Kind Regards,
>
>  
>
> *Carl Wilson*
>
>  
>
> http://www.missingpiecessoftware.com/
>
>  
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* May 24, 2013 4:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: need help about integrating ITSM with Service now
>
>  
>
> ** 
>
> Hello All,
>
>  
>
> Thank you for your suggestions. As i said in my previous mail that We are
> trying to integrate ITSM with service now ,it means we would like to send
> incidents from ITSM to Service now system as there are few ven

Re: need help about integrating ITSM with Service now

[Joe D'Souza]

Amar,

 

Unfortunately your understanding is not correct.

 

If you create a WS in Remedy with an Operation of Create, other systems,
will be able to consume that WS to create tickets in Remedy.

 

You said you want to create tickets in ServiceNow (SN), which means you have
to go about looking for a WS hosted by SN that allows you to create tickets
in SN. And then consume that WS using the Remedy Set Fields Filter using the
option of WSDL to set fields. In Remedy you will receive a response from the
SN WSDL with possibly the ticket ID or something like that depending on what
that SN WSDL is designed to return on create.

 

You could, probably do it the other way around too, that is publish a web
service from Remedy, for SN to consume, to QUERY (and not create) a Remedy
incident, and have some sort of a polling job from SN - the drawback to
which would be, this would not be real time, which I am sure would not be
your preferred option when you could have a real time option, at the same
cost. Consuming SN's WSDL to create in SN, would be real time.

 

Since you do not seem to have a good understanding of how this works, I
would strongly suggest that you read the integration guide that talks about
Web Service integration, that elaborates on both aspects - that of
publishing as well as consuming.

 

Cheers

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Monday, May 27, 2013 10:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

 

** 

Hello All,

 

Thank you for your reply and suggestion. As i am going to handle workflow
changes from remedy side , so to create incident in service now from ITSM
(remedy) ,i need to create web service in remedy and give it to Service now
team to consume it . My web service should have opCreate operation.Correct
me if my understanding is incorrect. Also let me know if any other things i
needs to consider during implementation. My main task is to whenever
incident gets created in ITSM and assign to specific group ,it must be
transfered to Service now system. 

 

---Amar 

On Sat, May 25, 2013 at 3:31 PM, Joe D'Souza  wrote:

** 

And I'm currently working with BizTalk as the middleware to talk to other
apps which seems to be pretty versatile too - the only limitations that I
have so far seen are mostly from Remedy with its shortcomings with reference
to web services..

 

And yet some of those seem to be not so hard to circumvent using some quick
and dirty methods. I am still on a PoC of these Q&D methods, but
theoretically, it should work.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Saturday, May 25, 2013 4:51 AM 


To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

 

Hi,

If you require integration to more than one vendor then I suggest looking
into a reusable third party application.

BMC Atrium Orchestrator has a Service Now Adapter and associated processes
that can be utilised.  This can then be reused as additional vendors require
an interface. 

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: May 24, 2013 4:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

 

** 

Hello All,

 

Thank you for your suggestions. As i said in my previous mail that We are
trying to integrate ITSM with service now ,it means we would like to send
incidents from ITSM to Service now system as there are few vendors who are
using Service now as a ticketing tool. 

I have gone through the Service now wiki and i found that there are 2 plugin
which needs to be installed .Plugin name are as follows :

 

*  Web Service Consumer Plugin (com.glide.web_service_consumer) 

*  Web Service Application Plugin (com.glide.web_service_application)

Does it means we need to install these two plugin on Remedy server ? Correct
me if i am wrong. If answer is yes then could you please let me know how i
can download these plugin ? 

Amar

 On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza  wrote:

** 

Amar, 

You have very loosely used the word integrate. 

Integrate could mean any number of things.

So with that very abstract idea of what you need to get done, I would
suggest the use of web services to do what you need to.

While there are some limitations going that path (most of which are
described in the web services section of the integration guide), it would be
a path with least resistance, with a fairly quick turnaround, should you
face no problems.

To the best of my knowledge, ServiceNow is Web Service capable too, so it
would be the ideal tool, given the  lack of detailed information of what you

Re: need help about integrating ITSM with Service now

[Abhijit Hendre]

I think SN needs to publish web service here which would contain Create
operation.
You will then write a filter which will execute at Incident submit
operation in remedy. Filter will contain web service set field action to
consume web service published by SN.
On May 28, 2013 8:25 AM, "Remedy consultant"  wrote:

> **
> Hello All,
>
> Thank you for your reply and suggestion. As i am going to handle workflow
> changes from remedy side , so to create incident in service now from ITSM
> (remedy) ,i need to create web service in remedy and give it to Service now
> team to consume it . My web service should have opCreate operation.Correct
> me if my understanding is incorrect. Also let me know if any other things i
> needs to consider during implementation. My main task is to whenever
> incident gets created in ITSM and assign to specific group ,it must be
> transfered to Service now system.
>
> ---Amar
> On Sat, May 25, 2013 at 3:31 PM, Joe D'Souza  wrote:
>
>> **
>>
>> And I’m currently working with BizTalk as the middleware to talk to other
>> apps which seems to be pretty versatile too – the only limitations that I
>> have so far seen are mostly from Remedy with its shortcomings with
>> reference to web services..
>>
>> ** **
>>
>> And yet some of those seem to be not so hard to circumvent using some
>> quick and dirty methods. I am still on a PoC of these Q&D methods, but
>> theoretically, it should work.
>>
>> ** **
>>
>> Joe
>>
>> ** **
>>  --
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson
>> *Sent:* Saturday, May 25, 2013 4:51 AM
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: need help about integrating ITSM with Service now
>> 
>>
>>  ** **
>>
>> Hi,
>>
>> If you require integration to more than one vendor then I suggest looking
>> into a reusable third party application.
>>
>> BMC Atrium Orchestrator has a Service Now Adapter and associated
>> processes that can be utilised.  This can then be reused as additional
>> vendors require an interface. 
>>
>> ** **
>>   --
>>
>>  
>>
>> Kind Regards,****
>>
>>  
>>
>> *Carl Wilson*
>>
>>  
>>
>> http://www.missingpiecessoftware.com/
>>
>> ** **
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
>> *Sent:* May 24, 2013 4:55 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: need help about integrating ITSM with Service now
>>
>> ** **
>>
>> ** 
>>
>> Hello All,
>>
>>  
>>
>> Thank you for your suggestions. As i said in my previous mail that We are
>> trying to integrate ITSM with service now ,it means we would like to send
>> incidents from ITSM to Service now system as there are few vendors who are
>> using Service now as a ticketing tool. 
>>
>> I have gone through the Service now wiki and i found that there are 2
>> plugin which needs to be installed .Plugin name are as follows :
>>
>>  
>>
>> ·  Web Service Consumer Plugin (com.glide.web_service_consumer) 
>>
>> ·  Web Service Application Plugin (com.glide.web_service_application)
>>
>> Does it means we need to install these two plugin on Remedy server ?
>> Correct me if i am wrong. If answer is yes then could you please let me
>> know how i can download these plugin ? 
>>
>> Amar
>>
>>  On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza  wrote:
>> 
>>
>> ** 
>>
>> Amar, 
>>
>> You have very loosely used the word integrate. 
>>
>> Integrate could mean any number of things.
>>
>> So with that very abstract idea of what you need to get done, I would
>> suggest the use of web services to do what you need to.
>>
>> While there are some limitations going that path (most of which are
>> described in the web services section of the integration guide), it would
>> be a path with least resistance, with a fairly quick turnaround, should you
>> face no problems.
>>
>> To the best of my knowledge, ServiceNow is Web Service capable too, so it
>> would be the ideal tool, given the  lack of detailed information of what
>> you need to get done.
&

Re: need help about integrating ITSM with Service now

[Remedy consultant]

Hello All,

Thank you for your reply and suggestion. As i am going to handle workflow
changes from remedy side , so to create incident in service now from ITSM
(remedy) ,i need to create web service in remedy and give it to Service now
team to consume it . My web service should have opCreate operation.Correct
me if my understanding is incorrect. Also let me know if any other things i
needs to consider during implementation. My main task is to whenever
incident gets created in ITSM and assign to specific group ,it must be
transfered to Service now system.

---Amar
On Sat, May 25, 2013 at 3:31 PM, Joe D'Souza  wrote:

> **
>
> And I’m currently working with BizTalk as the middleware to talk to other
> apps which seems to be pretty versatile too – the only limitations that I
> have so far seen are mostly from Remedy with its shortcomings with
> reference to web services..
>
> ** **
>
> And yet some of those seem to be not so hard to circumvent using some
> quick and dirty methods. I am still on a PoC of these Q&D methods, but
> theoretically, it should work.
>
> ** **
>
> Joe
>
> ** **
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson
> *Sent:* Saturday, May 25, 2013 4:51 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: need help about integrating ITSM with Service now
> 
>
>  ** **
>
> Hi,
>
> If you require integration to more than one vendor then I suggest looking
> into a reusable third party application.
>
> BMC Atrium Orchestrator has a Service Now Adapter and associated processes
> that can be utilised.  This can then be reused as additional vendors
> require an interface. 
>
> ** **
>   --
>
>  
>
> Kind Regards,
>
>  
>
> *Carl Wilson*
>
>  
>
> http://www.missingpiecessoftware.com/
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* May 24, 2013 4:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: need help about integrating ITSM with Service now
>
> ** **
>
> ** 
>
> Hello All,
>
>  
>
> Thank you for your suggestions. As i said in my previous mail that We are
> trying to integrate ITSM with service now ,it means we would like to send
> incidents from ITSM to Service now system as there are few vendors who are
> using Service now as a ticketing tool. 
>
> I have gone through the Service now wiki and i found that there are 2
> plugin which needs to be installed .Plugin name are as follows :
>
>  
>
> ·  Web Service Consumer Plugin (com.glide.web_service_consumer) 
>
> ·  Web Service Application Plugin (com.glide.web_service_application)
>
> Does it means we need to install these two plugin on Remedy server ?
> Correct me if i am wrong. If answer is yes then could you please let me
> know how i can download these plugin ? 
>
> Amar
>
>  On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza  wrote:*
> ***
>
> ** 
>
> Amar, 
>
> You have very loosely used the word integrate. 
>
> Integrate could mean any number of things.
>
> So with that very abstract idea of what you need to get done, I would
> suggest the use of web services to do what you need to.
>
> While there are some limitations going that path (most of which are
> described in the web services section of the integration guide), it would
> be a path with least resistance, with a fairly quick turnaround, should you
> face no problems.
>
> To the best of my knowledge, ServiceNow is Web Service capable too, so it
> would be the ideal tool, given the  lack of detailed information of what
> you need to get done.
>
>  Joe
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Wednesday, May 22, 2013 11:47 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* need help about integrating ITSM with Service now
>
>  
>
> ** 
>
> Hello All,
>
>  We are trying to integrate ITSM with service now (in which ITSM will
> create incidents tickets in service now) . could you please provide your
> inputs about what needs to be done from remedy side ?
>
> ---Amar
>  _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist:
> "Where the Answers Are" and have been for 20 years_
>

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Re: need help about integrating ITSM with Service now

[Joe D'Souza]

And I'm currently working with BizTalk as the middleware to talk to other
apps which seems to be pretty versatile too - the only limitations that I
have so far seen are mostly from Remedy with its shortcomings with reference
to web services..

 

And yet some of those seem to be not so hard to circumvent using some quick
and dirty methods. I am still on a PoC of these Q&D methods, but
theoretically, it should work.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Saturday, May 25, 2013 4:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

 

Hi,

If you require integration to more than one vendor then I suggest looking
into a reusable third party application.

BMC Atrium Orchestrator has a Service Now Adapter and associated processes
that can be utilised.  This can then be reused as additional vendors require
an interface. 

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: May 24, 2013 4:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

 

** 

Hello All,

 

Thank you for your suggestions. As i said in my previous mail that We are
trying to integrate ITSM with service now ,it means we would like to send
incidents from ITSM to Service now system as there are few vendors who are
using Service now as a ticketing tool. 

I have gone through the Service now wiki and i found that there are 2 plugin
which needs to be installed .Plugin name are as follows :

 

*  Web Service Consumer Plugin (com.glide.web_service_consumer) 

*  Web Service Application Plugin (com.glide.web_service_application)

Does it means we need to install these two plugin on Remedy server ? Correct
me if i am wrong. If answer is yes then could you please let me know how i
can download these plugin ? 

Amar

 On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza  wrote:

** 

Amar, 

You have very loosely used the word integrate. 

Integrate could mean any number of things.

So with that very abstract idea of what you need to get done, I would
suggest the use of web services to do what you need to.

While there are some limitations going that path (most of which are
described in the web services section of the integration guide), it would be
a path with least resistance, with a fairly quick turnaround, should you
face no problems.

To the best of my knowledge, ServiceNow is Web Service capable too, so it
would be the ideal tool, given the  lack of detailed information of what you
need to get done.

 Joe

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Wednesday, May 22, 2013 11:47 PM
To: arslist@ARSLIST.ORG
Subject: need help about integrating ITSM with Service now

 

** 

Hello All,

 We are trying to integrate ITSM with service now (in which ITSM will create
incidents tickets in service now) . could you please provide your inputs
about what needs to be done from remedy side ?

---Amar

_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: need help about integrating ITSM with Service now

[Carl Wilson]

Hi,

If you require integration to more than one vendor then I suggest looking
into a reusable third party application.

BMC Atrium Orchestrator has a Service Now Adapter and associated processes
that can be utilised.  This can then be reused as additional vendors require
an interface. 

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 





 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: May 24, 2013 4:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

 

** 

Hello All,

 

Thank you for your suggestions. As i said in my previous mail that We are
trying to integrate ITSM with service now ,it means we would like to send
incidents from ITSM to Service now system as there are few vendors who are
using Service now as a ticketing tool. 

I have gone through the Service now wiki and i found that there are 2 plugin
which needs to be installed .Plugin name are as follows :

 

.  Web Service Consumer Plugin (com.glide.web_service_consumer) 

.  Web Service Application Plugin (com.glide.web_service_application)

Does it means we need to install these two plugin on Remedy server ? Correct
me if i am wrong. If answer is yes then could you please let me know how i
can download these plugin ? 

Amar

 

 

 

 

On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza  wrote:

** 

Amar,

 

You have very loosely used the word integrate.

 

Integrate could mean any number of things.

 

So with that very abstract idea of what you need to get done, I would
suggest the use of web services to do what you need to.

 

While there are some limitations going that path (most of which are
described in the web services section of the integration guide), it would be
a path with least resistance, with a fairly quick turnaround, should you
face no problems.

 

To the best of my knowledge, ServiceNow is Web Service capable too, so it
would be the ideal tool, given the  lack of detailed information of what you
need to get done.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Wednesday, May 22, 2013 11:47 PM
To: arslist@ARSLIST.ORG
Subject: need help about integrating ITSM with Service now

 

** 

Hello All,

 

We are trying to integrate ITSM with service now (in which ITSM will create
incidents tickets in service now) . could you please provide your inputs
about what needs to be done from remedy side ?

 

---Amar 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


_ARSlist: "Where the Answers Are" and have been for 20 years_ 

_ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: need help about integrating ITSM with Service now

[Dale Hurtt]

Amar,

Those plugins are on the ServiceNow side. SN allows you to indicate which 
plugins you have in your environment; these allow you to consume and publish 
web services. Much as you would integrate with Remedy ARS using web services, 
you do the same, in concept, with SN. To start, you have to ensure that these 
plugins are loaded in your environment. If you are unsure how to do this, call 
SN customer support and they can turn it on and a matter of minutes.

When integrating between any two ticketing systems you will need to develop a 
mapping from the source form to the target form. As SN's incident form is 
usually customized, that mapping could look like anything and probably will not 
be reusable with another customer's SN instance.

By reading Remedy's integration guide you should get a good idea of how to 
integrate ticketing systems using web services. Understanding the Remedy side 
will go a long way towards integrating with any ticketing system using web 
services.

Regars,

Dale Hurtt

-

Hello All,
 
Thank you for your suggestions. As i said in my previous mail that We are 
trying to integrate ITSM with service now ,it means we would like to send 
incidents from ITSM to Service now system as there are few vendors who are 
using Service now as a ticketing tool.
I have gone through the Service now wiki and i found that there are 2 plugin 
which needs to be installed .Plugin name are as follows :
 
Web Service Consumer Plugin (com.glide.web_service_consumer)
Web Service Application Plugin (com.glide.web_service_application)
Does it means we need to install these two plugin on Remedy server ? Correct me 
if i am wrong. If answer is yes then could you please let me know how i can 
download these plugin ?

Amar

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Re: need help about integrating ITSM with Service now

[arslist]

Let me see, you want to create ServiceNow tickets from Remedy ITSM
Incidents?

 

BMC Remedy ITSM provides an open API with java based code, web services,
plug ins, etc. etc.

It is the largest installed base of ITSM, which I am sure it is important
for ServiceNow to integrate with.

 

Shouldn't you be asking ServiceNow what their built for the web applications
can consume or what they provide to be consumed?

Mainly because you haven't mentioned anything for the Remedy side to consume
from the ServiceNow side.

 

Or have you already tried that and had to come to the BMC Remedy side for
help?

 

Daniel

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: May 24, 2013 4:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

 

** 

Hello All,

 

Thank you for your suggestions. As i said in my previous mail that We are
trying to integrate ITSM with service now ,it means we would like to send
incidents from ITSM to Service now system as there are few vendors who are
using Service now as a ticketing tool. 

I have gone through the Service now wiki and i found that there are 2 plugin
which needs to be installed .Plugin name are as follows :

 

.  Web Service Consumer Plugin (com.glide.web_service_consumer) 

.  Web Service Application Plugin (com.glide.web_service_application)

Does it means we need to install these two plugin on Remedy server ? Correct
me if i am wrong. If answer is yes then could you please let me know how i
can download these plugin ? 

Amar

 

 

 

 

On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza  wrote:

** 

Amar,

 

You have very loosely used the word integrate.

 

Integrate could mean any number of things.

 

So with that very abstract idea of what you need to get done, I would
suggest the use of web services to do what you need to.

 

While there are some limitations going that path (most of which are
described in the web services section of the integration guide), it would be
a path with least resistance, with a fairly quick turnaround, should you
face no problems.

 

To the best of my knowledge, ServiceNow is Web Service capable too, so it
would be the ideal tool, given the  lack of detailed information of what you
need to get done.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Wednesday, May 22, 2013 11:47 PM
To: arslist@ARSLIST.ORG
Subject: need help about integrating ITSM with Service now

 

** 

Hello All,

 

We are trying to integrate ITSM with service now (in which ITSM will create
incidents tickets in service now) . could you please provide your inputs
about what needs to be done from remedy side ?

 

---Amar 

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: need help about integrating ITSM with Service now

[Remedy consultant]

Hello All,

Thank you for your suggestions. As i said in my previous mail that We are
trying to integrate ITSM with service now ,it means we would like to send
incidents from ITSM to Service now system as there are few vendors who are
using Service now as a ticketing tool.
I have gone through the Service now wiki and i found that there are 2
plugin which needs to be installed .Plugin name are as follows :

 Web Service Consumer Plugin (com.glide.web_service_consumer)
Web Service Application Plugin (com.glide.web_service_application)

Does it means we need to install these two plugin on Remedy server ?
Correct me if i am wrong. If answer is yes then could you please let me
know how i can download these plugin ?

Amar






On Thu, May 23, 2013 at 10:26 AM, Joe D'Souza  wrote:

> **
>
> Amar,
>
> ** **
>
> You have very loosely used the word integrate.
>
> ** **
>
> Integrate could mean any number of things.
>
> ** **
>
> So with that very abstract idea of what you need to get done, I would
> suggest the use of web services to do what you need to.
>
> ** **
>
> While there are some limitations going that path (most of which are
> described in the web services section of the integration guide), it would
> be a path with least resistance, with a fairly quick turnaround, should you
> face no problems.
>
> ** **
>
> To the best of my knowledge, ServiceNow is Web Service capable too, so it
> would be the ideal tool, given the  lack of detailed information of what
> you need to get done.
>
> ** **
>
> Joe
>
> ** **
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Remedy consultant
> *Sent:* Wednesday, May 22, 2013 11:47 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* need help about integrating ITSM with Service now
>
> ** **
>
> ** 
>
> Hello All,
>
>  
>
> We are trying to integrate ITSM with service now (in which ITSM will
> create incidents tickets in service now) . could you please provide your
> inputs about what needs to be done from remedy side ?
>
>  
>
> ---Amar 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

___
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Re: need help about integrating ITSM with Service now

[Tommy Morris]

Service Now has a "Remedy Connector" web service app already available. Hit up 
the SN wiki site and search for it.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, May 22, 2013 11:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

**

Amar,



You have very loosely used the word integrate.



Integrate could mean any number of things.



So with that very abstract idea of what you need to get done, I would suggest 
the use of web services to do what you need to.



While there are some limitations going that path (most of which are described 
in the web services section of the integration guide), it would be a path with 
least resistance, with a fairly quick turnaround, should you face no problems.



To the best of my knowledge, ServiceNow is Web Service capable too, so it would 
be the ideal tool, given the  lack of detailed information of what you need to 
get done.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Remedy consultant
Sent: Wednesday, May 22, 2013 11:47 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: need help about integrating ITSM with Service now

**
Hello All,

We are trying to integrate ITSM with service now (in which ITSM will create 
incidents tickets in service now) . could you please provide your inputs about 
what needs to be done from remedy side ?

---Amar
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: need help about integrating ITSM with Service now

[Jiri Pospisil]

Hi,

I wish there was a simple answer to your question, but  when you start talking 
about integrating to workflow systems, it is never simple in my experience.
In a nutshell, you need to 
1 - talk to process owner(s) and users on each side to identify what the 
process is that is meant to be supported by the integration
2 - identify the touchpoints  betwen the processes on each side
3 - define field mapping
4 - define data values mapping
5 - choose the integration method (most likely web services)
6 - develop the integration code
7 - present back to users and process owners. depending on their feedback 
proceed to 8 or go back to 1
8 - go live

Hope this helps
Regards
Jiri Pospisil

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Re: need help about integrating ITSM with Service now

[Joe D'Souza]

Amar,

 

You have very loosely used the word integrate.

 

Integrate could mean any number of things.

 

So with that very abstract idea of what you need to get done, I would
suggest the use of web services to do what you need to.

 

While there are some limitations going that path (most of which are
described in the web services section of the integration guide), it would be
a path with least resistance, with a fairly quick turnaround, should you
face no problems.

 

To the best of my knowledge, ServiceNow is Web Service capable too, so it
would be the ideal tool, given the  lack of detailed information of what you
need to get done.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy consultant
Sent: Wednesday, May 22, 2013 11:47 PM
To: arslist@ARSLIST.ORG
Subject: need help about integrating ITSM with Service now

 

** 

Hello All,

 

We are trying to integrate ITSM with service now (in which ITSM will create
incidents tickets in service now) . could you please provide your inputs
about what needs to be done from remedy side ?

 

---Amar 


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Re: need help with rrrChive -- seeing errors during export

[patchsk]

Thanks Misi. I am building a dev environment. Once it is ready I will 
contact you off the list to reproduce the problem.
I ran it from Linux.

On Wednesday, February 13, 2013 12:30:13 AM UTC-8, Misi Mladoniczky wrote:
>
> Hi, 
>
> There is no data conversion going on if you go Server to Server. There 
> general 
> problem problem with this. 
>
> I also doubt that there is an RRR|Chive problem with ARX files and 
> Time-fields, as many people have done complete systems this way. 
>
> Which RRR|Chive version did you use, and did you run it on Windows or 
> Linux? 
>
> Can we do a simple test case together, and I will try to reproduce your 
> problem? 
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) 
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): 
> * RRR|License - Not enough Remedy licenses? Save money by optimizing. 
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. 
> Find these products, and many free tools and utilities, at http://rrr.se. 
>
> > We found one issue during our migration with rrrChive. 
> > It is not importing the data into time fields. 
> > Date/Time , Date fields works fine. 
> > But somehow time fields getting blank values on the target server. 
> > We have exported those source records and manually imported using 
> arimport 
> > GUI and it worked fine. 
> > Our migration was from ars7.1 32bit (Linux,Oracle) to ars8.0 64bit 
> > (Linux,Oracle) 
> > 
> > 
> ___
>  
>
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> > "Where the Answers Are, and have been for 20 years" 
> > 
>
> ___
>  
>
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>

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Re: need help with rrrChive -- seeing errors during export

[Misi Mladoniczky]

Hi,

There is no data conversion going on if you go Server to Server. There general
problem problem with this.

I also doubt that there is an RRR|Chive problem with ARX files and
Time-fields, as many people have done complete systems this way.

Which RRR|Chive version did you use, and did you run it on Windows or Linux?

Can we do a simple test case together, and I will try to reproduce your problem?

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> We found one issue during our migration with rrrChive.
> It is not importing the data into time fields.
> Date/Time , Date fields works fine.
> But somehow time fields getting blank values on the target server.
> We have exported those source records and manually imported using arimport
> GUI and it worked fine.
> Our migration was from ars7.1 32bit (Linux,Oracle) to ars8.0 64bit
> (Linux,Oracle)
>
> ___
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>

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Re: need help with rrrChive -- seeing errors during export

[patchsk]

We found one issue during our migration with rrrChive.
It is not importing the data into time fields.
Date/Time , Date fields works fine.
But somehow time fields getting blank values on the target server.
We have exported those source records and manually imported using arimport 
GUI and it worked fine.
Our migration was from ars7.1 32bit (Linux,Oracle) to ars8.0 64bit 
(Linux,Oracle)

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Re: need help with rrrChive -- seeing errors during export

[Misi Mladoniczky]

Hi,

Thank you for the feedback.

Just for the record. Qualifiers do work against ARX-files or ARX-directories.
But the ARX-files must be in place before you run such a query.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Thank you it all makes sense now.
> Because when I use SYNCTOTARGET with SourceServer to TargetServer it worked.
> I used same conf file just replaced the Target options to export to a
> directory, that is when I saw this error.
> By the way thanks for your tool. Using this I was able to avoid a lot of
> hassle of taking database backups and restore etc..
> The ability to generate conf file from web portal is very well thought off.
> I initially tried to use the BMC delta data migration tool but until they
> provide ability to delete extra data from the target server it is limited
> use.
> Delta data migration tool expects no data to be created on target server
> after baseline.
> Where as rrrChive has the inbuilt intelligence to find and delete extra
> data created on target server that is different from source.
> Easy to go from UAT to live.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Re: need help with rrrChive -- seeing errors during export

[patchsk]

Thank you it all makes sense now.
Because when I use SYNCTOTARGET with SourceServer to TargetServer it worked.
I used same conf file just replaced the Target options to export to a 
directory, that is when I saw this error.
By the way thanks for your tool. Using this I was able to avoid a lot of 
hassle of taking database backups and restore etc..
The ability to generate conf file from web portal is very well thought off.
I initially tried to use the BMC delta data migration tool but until they 
provide ability to delete extra data from the target server it is limited 
use.
Delta data migration tool expects no data to be created on target server 
after baseline.
Where as rrrChive has the inbuilt intelligence to find and delete extra 
data created on target server that is different from source.
Easy to go from UAT to live.


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Re: need help with rrrChive -- seeing errors during export

[Misi Mladoniczky]

Hi,

transfertype=SYNCTOTARGET should probably not be used at the same time as a
qual-row. The search will be performed in both source and target. As the
target ARX-files has not been created yet, the search can not be done. And if
it had existed, you might nog get the result you were aiming at.

Try transfertype=COPY instead. If you want to do delta-transfers later, you
can change it to transfertype=SYNCTOTARGET.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> I am seeing the following error when trying to use rrrChive tool to export
> data from a arserver7.1, oracle, linux based system to a folder.
> Here is the sample error but I am seeing the same error for all the forms.
> I ran the rrrChive in test mode.
> I tried in arserver 8.x as well and seeing the same issue.
> The remedy user account is an admin account.
> Command:
> ./rrrchive -test /remedy/rrr/data/rrrConf_export_rrrdir.cfg
>
> Sample error lines from the log:
> rrrchive: 2013-01-27 12:46:25, type=ARS, level=ERROR, file=rrrchive.cpp,
> line=2777
> ARLoadARQualifierStruct(server=DIR, form=AR System User Preference,
> qual='6' > "12/1/2012")
>   API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
>   ARStatusList: contains 1 messages
>   Number: ARERR 666001
>   Message: Could not find field.
>   Append: AR System User Preference:'6' > "12/1/2012":6
>
>
> Configuration file:
> source_server = serverx
> source_user = userx
> source_password = passx
> target_dir = /remedy/rrr/data
> multipleforms = AR System Email Messages,AR System Email Templates,AR
> System User Preference
> qual = '6' > "12/1/2012"
> splitsearch = YES
> transfertype = SYNCTOTARGET
> logfile = AUTO
> progressbar = YES
>
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Re: Need Help to solve this

[patchsk]

For Ex:
Original:
 te...@gmail.com;te...@gmail.com;te...@gmail.com
Final: 
 te...@gmail.com
 te...@gmail.com
 te...@gmail.com

You need to replace ";" with new line char( " HIT KEYBOARD ENTER ") before 
 using it with notification filters.

 It would look like   REPLACE($Oringinal$,";","|") in your filter.

Please search the forum there are already a few posts with images 
describing it.



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Re: Need Help to solve this

[Praveen Tiwari]

Thanks for your help, can you please post the steps in details pls

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Re: Need Help to solve this

[Bruce - Gmail]

U need to do a find and replace

Sent from my iPhone

On Nov 3, 2012, at 11:30 PM, Praveen Tiwari  wrote:

> I have a field where we have multiple email addresses like 
> prave...@gmail.com;am...@gmail.com;rak...@gmail.com.
> I need to separate each mail address and push as separate records with 
> respect to each mail address.
> Kindly help on this.
> Thanks
> 
> 
> Regards
> Praveen
> 
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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Jase Brandon]

Hello Gents,
My apologies for the slow response to your replies. They are all much
appreciated. Turns out... all I needed to do was use the LEFT(REPLACE
function Misi sent me... I couldn't remember the syntax. Issue Resolved.

Thanks to All! :-)

Jase

On Wed, May 23, 2012 at 10:40 AM, Joe Martin D'Souza wrote:

> **
>
> Jase,
>
> Have you tried putting the whole command in a Display Only field, and then
> use the set field process action to run it?
>
> That way if the process returns a error code, you would even be able to
> track success or failure of the process action..
>
> Joe
>
>  *From:* Jase Brandon 
> *Sent:* Tuesday, May 22, 2012 4:46 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Need Help Stripping Single Quotes out of a Pager Notification
>
> **
> Hello All,
> 7.6.04
>
>
> We have found an issue where workflow is truncating message and pager
> notifications are not being sent.
>
> We have been having issues with the paging system getting messages sent to
> our paging script properly.  The pager message templates are sticking
> single quotes around things and then workflow is truncating the message to
> 128 chars, but it truncates the trailing single quote.  So, the linux send
> page shell script that we use does not get invoked because linux sees an
> unbalanced set of quotes and just waits for input, thus longer pages are
> never sent out.
> I see the filter NTE:NPC:Translate_243_PagerMsgAlpha doing a set fields on
> 'Pager Message Alpha' as LEFT($z1D Translation Text$, 128).
>
> My thought is this... Can I create a filter that does a LEFT or REPLACE...
> (I forget the syntax) and stip the single quotes off the message prior to
> sending?
>
> Thoughts Anyone? I haven't done anything like this in awhile and I'm a tad
> gun shy when it comes to modifying anything related to SYS:Notifications.
>
> Thanks in Advance,
>
> Jase
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Shellman, David]

Not a problem and I apologize for the short reply.  It didn't come actoss the 
way I intended.  I figured you were not seeing the posts.  I just wanted to 
make sure you knew they were coming through.

Dave

On May 23, 2012, at 2:13 PM, "Roberts, Chas"  wrote:

> Dave,
> 
> Sorry for the listserver issues.
> 
> Chas
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
> Sent: Wednesday, May 23, 2012 7:13 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Need Help Stripping Single Quotes out of a Pager Notification
> 
> Chas,
> 
> FYI.  The list has gotten all three of your messges.
> 
> Dave
> 
> On May 23, 2012, at 10:10 AM, "Chas Roberts"  wrote:
> 
>> If the message is short (<=128) leave it alone and it works, right?
>> 
>> If the message is too long and will be truncated, truncate to 127 and
>> add a single ‘ thus closing the truncated subset…
>> 
>> 
>> Hope this may help you?
>> 
>> Chas
>> 
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> 
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> 
> This email is confidential and intended solely for the use of the 
> individual(s) to whom it is addressed. The information contained in this 
> message may be privileged and confidential and protected from disclosure.
> 
> If you are not the author's intended recipient, be advised that you have 
> received this email in error and that any use, dissemination, forwarding, 
> printing, or copying of this email is strictly prohibited. If you have 
> received this email in error please delete all copies, both electronic and 
> printed, and contact the author immediately.
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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Roberts, Chas]

Dave,

Sorry for the listserver issues.

Chas

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: Wednesday, May 23, 2012 7:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need Help Stripping Single Quotes out of a Pager Notification

Chas,

FYI.  The list has gotten all three of your messges.

Dave

On May 23, 2012, at 10:10 AM, "Chas Roberts"  wrote:

> If the message is short (<=128) leave it alone and it works, right?
>
> If the message is too long and will be truncated, truncate to 127 and
> add a single ‘ thus closing the truncated subset…
>
>
> Hope this may help you?
>
> Chas
>
> __
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> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Joe Martin D'Souza]

Jase,

Have you tried putting the whole command in a Display Only field, and then use 
the set field process action to run it?

That way if the process returns a error code, you would even be able to track 
success or failure of the process action..

Joe

From: Jase Brandon 
Sent: Tuesday, May 22, 2012 4:46 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Need Help Stripping Single Quotes out of a Pager Notification

** 
Hello All,
7.6.04


We have found an issue where workflow is truncating message and pager 
notifications are not being sent.

We have been having issues with the paging system getting messages sent to our 
paging script properly.  The pager message templates are sticking single quotes 
around things and then workflow is truncating the message to 128 chars, but it 
truncates the trailing single quote.  So, the linux send page shell script that 
we use does not get invoked because linux sees an unbalanced set of quotes and 
just waits for input, thus longer pages are never sent out. 

I see the filter NTE:NPC:Translate_243_PagerMsgAlpha doing a set fields on 
'Pager Message Alpha' as LEFT($z1D Translation Text$, 128).

My thought is this... Can I create a filter that does a LEFT or REPLACE... (I 
forget the syntax) and stip the single quotes off the message prior to sending?

Thoughts Anyone? I haven't done anything like this in awhile and I'm a tad gun 
shy when it comes to modifying anything related to SYS:Notifications.

Thanks in Advance,

Jase

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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Shellman, David]

Chas,

FYI.  The list has gotten all three of your messges.

Dave

On May 23, 2012, at 10:10 AM, "Chas Roberts"  wrote:

> If the message is short (<=128) leave it alone and it works, right?
> 
> If the message is too long and will be truncated, truncate to 127 and add a 
> single ‘ thus closing the truncated subset…
> 
> 
> Hope this may help you?
> 
> Chas
> 
> ___
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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Chas Roberts]

If the message is short (<=128) leave it alone and it works, right?

If the message is too long and will be truncated, truncate to 127 and add a 
single ‘ thus closing the truncated subset…


Hope this may help you?

Chas

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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Roberts, Chas]

If the message is short (<=128) leave it alone and it works, right?

If the message is too long and will be truncated, truncate to 127 and add a 
single ' thus closing the truncated subset...


Hope this may help you?

Chas


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Tuesday, May 22, 2012 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Need Help Stripping Single Quotes out of a Pager Notification

**
Hello All,
7.6.04


We have found an issue where workflow is truncating message and pager 
notifications are not being sent.

We have been having issues with the paging system getting messages sent to our 
paging script properly.  The pager message templates are sticking single quotes 
around things and then workflow is truncating the message to 128 chars, but it 
truncates the trailing single quote.  So, the linux send page shell script that 
we use does not get invoked because linux sees an unbalanced set of quotes and 
just waits for input, thus longer pages are never sent out.
I see the filter NTE:NPC:Translate_243_PagerMsgAlpha doing a set fields on 
'Pager Message Alpha' as LEFT($z1D Translation Text$, 128).

My thought is this... Can I create a filter that does a LEFT or REPLACE... (I 
forget the syntax) and stip the single quotes off the message prior to sending?

Thoughts Anyone? I haven't done anything like this in awhile and I'm a tad gun 
shy when it comes to modifying anything related to SYS:Notifications.

Thanks in Advance,

Jase
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_


This email is confidential and intended solely for the use of the individual(s) 
to whom it is addressed. The information contained in this message may be 
privileged and confidential and protected from disclosure.

If you are not the author's intended recipient, be advised that you have 
received this email in error and that any use, dissemination, forwarding, 
printing, or copying of this email is strictly prohibited. If you have received 
this email in error please delete all copies, both electronic and printed, and 
contact the author immediately.

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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Roberts, Chas]

If the message is short (<=128) leave it alone and it works, right?

If the message is too long and will be truncated, truncate to 127 and add a 
single ' thus closing the truncated subset...


Hope this may help you?

Chas


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Tuesday, May 22, 2012 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Need Help Stripping Single Quotes out of a Pager Notification

**
Hello All,
7.6.04


We have found an issue where workflow is truncating message and pager 
notifications are not being sent.

We have been having issues with the paging system getting messages sent to our 
paging script properly.  The pager message templates are sticking single quotes 
around things and then workflow is truncating the message to 128 chars, but it 
truncates the trailing single quote.  So, the linux send page shell script that 
we use does not get invoked because linux sees an unbalanced set of quotes and 
just waits for input, thus longer pages are never sent out.
I see the filter NTE:NPC:Translate_243_PagerMsgAlpha doing a set fields on 
'Pager Message Alpha' as LEFT($z1D Translation Text$, 128).

My thought is this... Can I create a filter that does a LEFT or REPLACE... (I 
forget the syntax) and stip the single quotes off the message prior to sending?

Thoughts Anyone? I haven't done anything like this in awhile and I'm a tad gun 
shy when it comes to modifying anything related to SYS:Notifications.

Thanks in Advance,

Jase
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_


This email is confidential and intended solely for the use of the individual(s) 
to whom it is addressed. The information contained in this message may be 
privileged and confidential and protected from disclosure.

If you are not the author's intended recipient, be advised that you have 
received this email in error and that any use, dissemination, forwarding, 
printing, or copying of this email is strictly prohibited. If you have received 
this email in error please delete all copies, both electronic and printed, and 
contact the author immediately.

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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Misi Mladoniczky]

Hi,

You can easily remove single quotes, but will that be enough to solve your
problem?

LEFT(REPLACE($z1D Translation Text$, "'", ""), 128)

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> What is an example call to your pager script? You mention "sticking single
> quotes around things", is this the whole message or just part(s) of the
> message? When the call is made, is the whole message quoted or ???
>
> Trying to understand exactly what's happening both normally (short
> messages) and when it breaks (longer message).
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
> Sent: Tuesday, May 22, 2012 1:47 PM
> To: arslist@ARSLIST.ORG
> Subject: Need Help Stripping Single Quotes out of a Pager Notification
>
> **
> Hello All,
> 7.6.04
>
>
> We have found an issue where workflow is truncating message and pager
> notifications are not being sent.
>
> We have been having issues with the paging system getting messages sent to
> our paging script properly.  The pager message templates are sticking
> single quotes around things and then workflow is truncating the message to
> 128 chars, but it truncates the trailing single quote.  So, the linux send
> page shell script that we use does not get invoked because linux sees an
> unbalanced set of quotes and just waits for input, thus longer pages are
> never sent out.
> I see the filter NTE:NPC:Translate_243_PagerMsgAlpha doing a set fields on
> 'Pager Message Alpha' as LEFT($z1D Translation Text$, 128).
>
> My thought is this... Can I create a filter that does a LEFT or REPLACE...
> (I forget the syntax) and stip the single quotes off the message prior to
> sending?
>
> Thoughts Anyone? I haven't done anything like this in awhile and I'm a tad
> gun shy when it comes to modifying anything related to SYS:Notifications.
>
> Thanks in Advance,
>
> Jase
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> ___
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>

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Re: Need Help Stripping Single Quotes out of a Pager Notification

[Peters, Ron]

What is an example call to your pager script? You mention "sticking single 
quotes around things", is this the whole message or just part(s) of the 
message? When the call is made, is the whole message quoted or ???

Trying to understand exactly what's happening both normally (short messages) 
and when it breaks (longer message).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Tuesday, May 22, 2012 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Need Help Stripping Single Quotes out of a Pager Notification

**
Hello All,
7.6.04


We have found an issue where workflow is truncating message and pager 
notifications are not being sent.

We have been having issues with the paging system getting messages sent to our 
paging script properly.  The pager message templates are sticking single quotes 
around things and then workflow is truncating the message to 128 chars, but it 
truncates the trailing single quote.  So, the linux send page shell script that 
we use does not get invoked because linux sees an unbalanced set of quotes and 
just waits for input, thus longer pages are never sent out.
I see the filter NTE:NPC:Translate_243_PagerMsgAlpha doing a set fields on 
'Pager Message Alpha' as LEFT($z1D Translation Text$, 128).

My thought is this... Can I create a filter that does a LEFT or REPLACE... (I 
forget the syntax) and stip the single quotes off the message prior to sending?

Thoughts Anyone? I haven't done anything like this in awhile and I'm a tad gun 
shy when it comes to modifying anything related to SYS:Notifications.

Thanks in Advance,

Jase
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Need Help with Admin Tool Display Issue

[Joe Martin D'Souza]

Mine is 1920 x 1080.. which seems just about ok for the new dev studio.. I wish 
it was a step higher but this is good enough for now..

What specific issues are you having?

Joe

From: Pruitt, Christopher (Bank of America Account) 
Sent: Monday, May 14, 2012 12:20 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Need Help with Admin Tool Display Issue

** 
My resolution is 1280X1024 I have tried many different lower and higher 
resolution setting and none of them fix this issue.

 

Christopher Pruitt 
Business Consulting III 

HP Enterprises Services
christopher.pru...@hp.com
www.hp.com 



 

Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Atherly
Sent: Monday, May 14, 2012 11:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need Help with Admin Tool Display Issue

 

** 
What is your screen resolution set at?  Try 1280 by 1024
_
 

John Atherly  |  APC by Schneider Electric   |  Information, Process & 
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 
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Re: Need Help with Admin Tool Display Issue

[Pruitt, Christopher (Bank of America Account)]

My resolution is 1280X1024 I have tried many different lower and higher 
resolution setting and none of them fix this issue.

Christopher Pruitt
Business Consulting III
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com<http://www.hp.com/>
[cid:image001.png@01CD31C3.851CE6E0]

Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is addressed, 
and may contain information that is confidential, privileged, and exempt from 
disclosure under applicable law. If you are not the intended addressee for this 
e-mail, you are hereby notified that any copying, distribution, or 
dissemination of this e-mail is strictly prohibited. If you have received this 
e-mail in error, please immediately destroy, erase, or discard this message. 
Please notify the sender immediately by return e-mail if you have received this 
e-mail by mistake.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Atherly
Sent: Monday, May 14, 2012 11:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need Help with Admin Tool Display Issue

**
What is your screen resolution set at?  Try 1280 by 1024
_

John Atherly  |   APC by Schneider Electric   |  Information, Process & 
Organization (IPO)  |   Remedy Administrator / Developer
Phone: +305-266-5005 ext. 237  |
Email: john.athe...@apcc.com<mailto:%20john.athe...@apcc.com>  |   Site: 
www.apc.com/<http://www.apc.com/>  |   Address: 703 Waterford Way, Suit 850, 
Miami, FL 33126 USA
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<>

Re: Need Help with Admin Tool Display Issue

[John Atherly]

What is your screen resolution set at?  Try 1280 by 1024
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process & 
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: Need help in Localization

[Axton]

If you are starting with a new system, the best advice I can give is to
follow the related configuration parameters outlined in the installation
guide.  There are database character sets that should be used and ones that
should not be used.  There are also operating system considerations.
 Without knowing your platform I can not give specific details.  If you want
an end to end unicode capable system, consider using the 'disallow
non-unicode clients' on the server.  This will preclude the use of the
Remedy user tool.

When installing your server I do not recommend importing the localized views
for every locale, just target the locales relevant to your user community.
 The reason is that all the vui information really slows things down, esp.
with server startup, form load, etc.

Axton Grams

The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.

On Tue, Feb 15, 2011 at 11:34 PM, Prasanth Prabhakaran <
prasanth.prabhaka...@wipro.com> wrote:

> **
> Hi Axton,
>
>   Thanks for your reply.I'm looking for some tips and best practices which
> we need to follow when we are doing localization.More over I would like to
> know how we can achieve this in all aspects.
>
> Thanks & Regards
> Prasanth.P
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Axton
> *Sent:* Tuesday, February 15, 2011 8:21 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need help in Localization
>
> ** Do you have any specific questions?  There are several high level layers
> to start with:
>
> - The server/infrastructure side of things: arserver, database, server os
> - The client side of things: ARUser limitations, Localized Windows/ARUser
> interactions, MidTier
> - The remedy side of things: Localization of forms, error messages, etc.
>
> Axton
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
> On Tue, Feb 15, 2011 at 4:42 AM, Prasanth Prabhakaran <
> prasanth.prabhaka...@wipro.com> wrote:
> > **
> > Hi Experts,
> >
> >   Can anybody give me an idea about localization.
> >
> >
> > Thanks & Regards
> > Prasanth.P
> >
> >
> > Please do not print this email unless it is absolutely necessary.
> >
> > The information contained in this electronic message and any attachments
> to
> > this message are intended for the exclusive use of the addressee(s) and
> may
> > contain proprietary, confidential or privileged information. If you are
> not
> > the intended recipient, you should not disseminate, distribute or copy
> this
> > e-mail. Please notify the sender immediately and destroy all copies of
> this
> > message and any attachments.
> >
> > WARNING: Computer viruses can be transmitted via email. The recipient
> should
> > check this email and any attachments for the presence of viruses. The
> > company accepts no liability for any damage caused by any virus
> transmitted
> > by this email.
> >
> > www.wipro.com
> >
> > _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> * Please do not print this email unless it is absolutely necessary. *
>
> The information contained in this electronic message and any attachments to
> this message are intended for the exclusive use of the addressee(s) and may
> contain proprietary, confidential or privileged information. If you are not
> the intended recipient, you should not disseminate, distribute or copy this
> e-mail. Please notify the sender immediately and destroy all copies of this
> message and any attachments.
>
> WARNING: Computer viruses can be transmitted via email. The recipient
> should check this email and any attachments for the presence of viruses. The
> company accepts no liability for any damage caused by any virus transmitted
> by this email.
>
> www.wipro.com
>  _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Need help in Localization

[Prasanth Prabhakaran]

Hi Axton,

  Thanks for your reply.I'm looking for some tips and best practices
which we need to follow when we are doing localization.More over I would
like to know how we can achieve this in all aspects.

Thanks & Regards
Prasanth.P




From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, February 15, 2011 8:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need help in Localization


** Do you have any specific questions?  There are several high level
layers to start with:
- The server/infrastructure side of things: arserver, database, server
os
- The client side of things: ARUser limitations, Localized
Windows/ARUser interactions, MidTier
- The remedy side of things: Localization of forms, error messages, etc.

Axton

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

On Tue, Feb 15, 2011 at 4:42 AM, Prasanth Prabhakaran
 wrote:
> **
> Hi Experts,
>
>   Can anybody give me an idea about localization.
>
>
> Thanks & Regards
> Prasanth.P
>
>
> Please do not print this email unless it is absolutely necessary.
>
> The information contained in this electronic message and any
attachments to
> this message are intended for the exclusive use of the addressee(s)
and may
> contain proprietary, confidential or privileged information. If you
are not
> the intended recipient, you should not disseminate, distribute or copy
this
> e-mail. Please notify the sender immediately and destroy all copies of
this
> message and any attachments.
>
> WARNING: Computer viruses can be transmitted via email. The recipient
should
> check this email and any attachments for the presence of viruses. The
> company accepts no liability for any damage caused by any virus
transmitted
> by this email.
>
> www.wipro.com
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

Please do not print this email unless it is absolutely necessary.

The information contained in this electronic message and any attachments to 
this message are intended for the exclusive use of the addressee(s) and may 
contain proprietary, confidential or privileged information. If you are not the 
intended recipient, you should not disseminate, distribute or copy this e-mail. 
Please notify the sender immediately and destroy all copies of this message and 
any attachments.

WARNING: Computer viruses can be transmitted via email. The recipient should 
check this email and any attachments for the presence of viruses. The company 
accepts no liability for any damage caused by any virus transmitted by this 
email.

www.wipro.com

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Re: Need help in Localization

[Easter, David]

Also, a full Localization Toolkit was released with AR System 7.6.0x.  May be 
good to check out the documentation on that as well.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, February 15, 2011 06:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need help in Localization

** Do you have any specific questions?  There are several high level layers to 
start with:
- The server/infrastructure side of things: arserver, database, server os
- The client side of things: ARUser limitations, Localized Windows/ARUser 
interactions, MidTier
- The remedy side of things: Localization of forms, error messages, etc.

Axton

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

On Tue, Feb 15, 2011 at 4:42 AM, Prasanth Prabhakaran 
mailto:prasanth.prabhaka...@wipro.com>> wrote:
> **
> Hi Experts,
>
>   Can anybody give me an idea about localization.
>
>
> Thanks & Regards
> Prasanth.P
>
>
> Please do not print this email unless it is absolutely necessary.
>
> The information contained in this electronic message and any attachments to
> this message are intended for the exclusive use of the addressee(s) and may
> contain proprietary, confidential or privileged information. If you are not
> the intended recipient, you should not disseminate, distribute or copy this
> e-mail. Please notify the sender immediately and destroy all copies of this
> message and any attachments.
>
> WARNING: Computer viruses can be transmitted via email. The recipient should
> check this email and any attachments for the presence of viruses. The
> company accepts no liability for any damage caused by any virus transmitted
> by this email.
>
> www.wipro.com<http://www.wipro.com>
>
> _attend WWRUG11 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the 
> Answers Are"_

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Re: Need help in Localization

[Axton]

Do you have any specific questions?  There are several high level layers to
start with:
- The server/infrastructure side of things: arserver, database, server os
- The client side of things: ARUser limitations, Localized Windows/ARUser
interactions, MidTier
- The remedy side of things: Localization of forms, error messages, etc.

Axton

The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.

On Tue, Feb 15, 2011 at 4:42 AM, Prasanth Prabhakaran <
prasanth.prabhaka...@wipro.com> wrote:
> **
> Hi Experts,
>
>   Can anybody give me an idea about localization.
>
>
> Thanks & Regards
> Prasanth.P
>
>
> Please do not print this email unless it is absolutely necessary.
>
> The information contained in this electronic message and any attachments
to
> this message are intended for the exclusive use of the addressee(s) and
may
> contain proprietary, confidential or privileged information. If you are
not
> the intended recipient, you should not disseminate, distribute or copy
this
> e-mail. Please notify the sender immediately and destroy all copies of
this
> message and any attachments.
>
> WARNING: Computer viruses can be transmitted via email. The recipient
should
> check this email and any attachments for the presence of viruses. The
> company accepts no liability for any damage caused by any virus
transmitted
> by this email.
>
> www.wipro.com
>
> _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: need help with arwklga.exe

[Viki_kulkarni]

hi LJ,

That was exactly what I was looking for. worked well for me. 
thanks Rabi as well I am already in to the BMC communities long ago.

Regards,
Viki

LJ LongWing (Head) wrote:
> 
> Viki,
> I use the following batch file
> 
> @ECHO OFF
> cd /d E:\Remedy\ARSystem\arserver\db\tools
> arwklga -n 100 -t -u %1 > arwklga.log
> 
> What this does is allow me to drop a file onto the batch file and the
> arwklga.log shows up when the analysis is done.
> 
> This output allows you to figure out where your poorly performing
> operations
> are.  I have found it most useful to turn API/SQL/Filter into the same log
> file...this way when I find a poorly written query, I can hopefully find
> what workflow executed it.
> 
> I don't know if this is the type of 'help' you were looking for, reply
> back
> if looking for more.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
> Sent: Tuesday, February 01, 2011 2:07 AM
> To: arslist@ARSLIST.ORG
> Subject: need help with arwklga.exe
> 
> hi,
> 
> Can any body help me with how to use arwklga.exe for log analysis... I
> know
> I should have run a search my self but in a bit of mess here... 
> 
> Thanks,
> Viki
> -- 
> View this message in context:
> http://old.nabble.com/need-help-with-arwklga.exe-tp30814551p30814551.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
> 
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> 
> 

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Re: need help with arwklga.exe

[Rabi Tripathi]

Viki, The tool is named "AR Log Analyzer", so you can google it. The answer to 
your question is in the help info included with the tool. If you don't have it 
handy, here is a link to it:
http://communities.bmc.com/communities/docs/DOC-2973

If you're not in BMC Communities, it's worth signing up.



--- On Tue, 2/1/11, Viki_kulkarni  wrote:

> From: Viki_kulkarni 
> Subject: need help with arwklga.exe
> To: arslist@ARSLIST.ORG
> Date: Tuesday, February 1, 2011, 4:07 AM
> hi,
> 
> Can any body help me with how to use arwklga.exe for log
> analysis... I know
> I should have run a search my self but in a bit of mess
> here... 
> 
> Thanks,
> Viki
> -- 
> View this message in context: 
> http://old.nabble.com/need-help-with-arwklga.exe-tp30814551p30814551.html
> Sent from the ARS (Action Request System) mailing list
> archive at Nabble.com.
> 
> ___
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> Are"
> 


  

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Re: need help with arwklga.exe

[LJ LongWing]

Viki,
I use the following batch file

@ECHO OFF
cd /d E:\Remedy\ARSystem\arserver\db\tools
arwklga -n 100 -t -u %1 > arwklga.log

What this does is allow me to drop a file onto the batch file and the
arwklga.log shows up when the analysis is done.

This output allows you to figure out where your poorly performing operations
are.  I have found it most useful to turn API/SQL/Filter into the same log
file...this way when I find a poorly written query, I can hopefully find
what workflow executed it.

I don't know if this is the type of 'help' you were looking for, reply back
if looking for more.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Viki_kulkarni
Sent: Tuesday, February 01, 2011 2:07 AM
To: arslist@ARSLIST.ORG
Subject: need help with arwklga.exe

hi,

Can any body help me with how to use arwklga.exe for log analysis... I know
I should have run a search my self but in a bit of mess here... 

Thanks,
Viki
-- 
View this message in context:
http://old.nabble.com/need-help-with-arwklga.exe-tp30814551p30814551.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Need help understanding Set Fields in Filter processing

[Brien Dieterle]

 Sorry, I meant "Show Relationships".  You right-click a field in 
Developer Studio and choose this from the menu.  This feature is only 
available on newer AR System versions-- and you have to enable it in the 
server configuration: "record object relationships".  It makes it much 
easier to track down things that maybe be setting or pushing to that 
field (assuming it is something within AR System!).


That said, the AL and Filter logging should be good enough to catch this 
thing; I'd dig into the SQL logs as a last resort.


Brien

On 10/11/2010 12:12 PM, Christine wrote:

Brien,

Thank you for your reply and for taking the time to test this. Can you
explain the 'get relationship'? I cannot find a reference to this in
either the Form/Apps manual or the Workflow manual.

I'm doing another log, including a SQL log. I use SQL Navigator to
look at the table more directly. If you know of a better tool I'm open
to suggestions.

Thanks,
Christine

On Oct 7, 6:18 pm, Brien Dieterle
  wrote:

   I don't think that is it.  In fact I just made a test form exactly as
you described and it works fine.  I am betting you have some other
workflow manipulating that field.  Can you do a "get relationships" on
those fields and check for any set fields and push fields operations
from other workflow, particularly on the TempReqSummary field?  You
could also just try adding the "`!" to the end of the filter name just
for giggles to see if that works, and/or cranking up the execution order.

Brien

On 10/7/2010 4:12 PM, Christine wrote:






Brien,
The default value of the field TempReqSummary is #First Name# as
defined on the form, in the Field Attributes Default Value.
When entering the information on the form, I enter the name Denise in
the field First Name. Upon submission the Replace function is changing
the TempReqSummary value to the value in the First Name field (in this
case, Denise). This is as I want it. I see this happen in the log.
When the record is saved, the saved value is back to #First Name#. Is
the Default Value overwriting the Set Fields Replace() function?
Thank you for your help,
Christine
On Oct 7, 3:23 pm, Brien Dieterle
wrote:

Is there a Set Fields operation that is setting $TempReqSummary$ to
"#First Name#", or is "#First Name#" the default value or the value you
are entering into the field manually?
Brien
On 10/7/2010 1:25 PM, Christine wrote:

I’m using the Replace() function in a filter Set Fields action. I can
see in the logs where the Replace() is successful during filter phase
I processing. However, when the record is saved the original value of
the field (not the Set Fields value) is still present.
Original Field Value: #First Name#;
Filter Set Fields action: REPLACE($TempReqSummary$,  "#First Name#",
$First Name$)
The result in the log is the first name in the field TempReqSummary.
Entry from the log is: “TempReqSummary (536871236) = Denise;”
When the record is finally written to the db the TempReqSummary has
the value of #First Name#, not ‘Denise’ as I am trying to achieve. I
see nothing else in the log where this value is getting overwritten.
I’m logging both ACTL and Filters. In the log when this filter is
complete there is the message “End of filter processing (phase 1) –
Operation Create on (form name) -  “
I’ve been looking at the filter processing for the email message
creation which uses this type of Replace() action. I’ve logged that
process but I can’t see what actually ‘seeds’ the value in the target
field. There is no ‘commit changes’ in filter processing as in ACTL.
I’ve read and re-read the Workflow manual about filter phasing but I
am obviously missing the fix for this.
Can anyone direct me to what I should read/understand next in order to
get this working?
This may be a very simple replace function, but it is a test of
something larger that will aggregate values of multiple fields into
one text field with other wording and formatting.
Thanks,
Christine
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Re: Need help understanding Set Fields in Filter processing

[Christine]

Brien,

Thank you for your reply and for taking the time to test this. Can you
explain the 'get relationship'? I cannot find a reference to this in
either the Form/Apps manual or the Workflow manual.

I'm doing another log, including a SQL log. I use SQL Navigator to
look at the table more directly. If you know of a better tool I'm open
to suggestions.

Thanks,
Christine

On Oct 7, 6:18 pm, Brien Dieterle
 wrote:
>   I don't think that is it.  In fact I just made a test form exactly as
> you described and it works fine.  I am betting you have some other
> workflow manipulating that field.  Can you do a "get relationships" on
> those fields and check for any set fields and push fields operations
> from other workflow, particularly on the TempReqSummary field?  You
> could also just try adding the "`!" to the end of the filter name just
> for giggles to see if that works, and/or cranking up the execution order.
>
> Brien
>
> On 10/7/2010 4:12 PM, Christine wrote:
>
>
>
>
>
> > Brien,
>
> > The default value of the field TempReqSummary is #First Name# as
> > defined on the form, in the Field Attributes Default Value.
>
> > When entering the information on the form, I enter the name Denise in
> > the field First Name. Upon submission the Replace function is changing
> > the TempReqSummary value to the value in the First Name field (in this
> > case, Denise). This is as I want it. I see this happen in the log.
>
> > When the record is saved, the saved value is back to #First Name#. Is
> > the Default Value overwriting the Set Fields Replace() function?
>
> > Thank you for your help,
> > Christine
>
> > On Oct 7, 3:23 pm, Brien Dieterle
> >   wrote:
> >>    Is there a Set Fields operation that is setting $TempReqSummary$ to
> >> "#First Name#", or is "#First Name#" the default value or the value you
> >> are entering into the field manually?
>
> >> Brien
>
> >> On 10/7/2010 1:25 PM, Christine wrote:
>
> >>> I’m using the Replace() function in a filter Set Fields action. I can
> >>> see in the logs where the Replace() is successful during filter phase
> >>> I processing. However, when the record is saved the original value of
> >>> the field (not the Set Fields value) is still present.
> >>> Original Field Value: #First Name#;
> >>> Filter Set Fields action: REPLACE($TempReqSummary$,  "#First Name#",
> >>> $First Name$)
> >>> The result in the log is the first name in the field TempReqSummary.
> >>> Entry from the log is: “TempReqSummary (536871236) = Denise;”
> >>> When the record is finally written to the db the TempReqSummary has
> >>> the value of #First Name#, not ‘Denise’ as I am trying to achieve. I
> >>> see nothing else in the log where this value is getting overwritten.
> >>> I’m logging both ACTL and Filters. In the log when this filter is
> >>> complete there is the message “End of filter processing (phase 1) –
> >>> Operation Create on (form name) -    “
> >>> I’ve been looking at the filter processing for the email message
> >>> creation which uses this type of Replace() action. I’ve logged that
> >>> process but I can’t see what actually ‘seeds’ the value in the target
> >>> field. There is no ‘commit changes’ in filter processing as in ACTL.
> >>> I’ve read and re-read the Workflow manual about filter phasing but I
> >>> am obviously missing the fix for this.
> >>> Can anyone direct me to what I should read/understand next in order to
> >>> get this working?
> >>> This may be a very simple replace function, but it is a test of
> >>> something larger that will aggregate values of multiple fields into
> >>> one text field with other wording and formatting.
> >>> Thanks,
> >>> Christine
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Re: Need help understanding Set Fields in Filter processing

[Brien Dieterle]

 I don't think that is it.  In fact I just made a test form exactly as 
you described and it works fine.  I am betting you have some other 
workflow manipulating that field.  Can you do a "get relationships" on 
those fields and check for any set fields and push fields operations 
from other workflow, particularly on the TempReqSummary field?  You 
could also just try adding the "`!" to the end of the filter name just 
for giggles to see if that works, and/or cranking up the execution order.


Brien

On 10/7/2010 4:12 PM, Christine wrote:

Brien,

The default value of the field TempReqSummary is #First Name# as
defined on the form, in the Field Attributes Default Value.

When entering the information on the form, I enter the name Denise in
the field First Name. Upon submission the Replace function is changing
the TempReqSummary value to the value in the First Name field (in this
case, Denise). This is as I want it. I see this happen in the log.

When the record is saved, the saved value is back to #First Name#. Is
the Default Value overwriting the Set Fields Replace() function?

Thank you for your help,
Christine

On Oct 7, 3:23 pm, Brien Dieterle
  wrote:

   Is there a Set Fields operation that is setting $TempReqSummary$ to
"#First Name#", or is "#First Name#" the default value or the value you
are entering into the field manually?

Brien

On 10/7/2010 1:25 PM, Christine wrote:






I’m using the Replace() function in a filter Set Fields action. I can
see in the logs where the Replace() is successful during filter phase
I processing. However, when the record is saved the original value of
the field (not the Set Fields value) is still present.
Original Field Value: #First Name#;
Filter Set Fields action: REPLACE($TempReqSummary$,  "#First Name#",
$First Name$)
The result in the log is the first name in the field TempReqSummary.
Entry from the log is: “TempReqSummary (536871236) = Denise;”
When the record is finally written to the db the TempReqSummary has
the value of #First Name#, not ‘Denise’ as I am trying to achieve. I
see nothing else in the log where this value is getting overwritten.
I’m logging both ACTL and Filters. In the log when this filter is
complete there is the message “End of filter processing (phase 1) –
Operation Create on (form name) -“
I’ve been looking at the filter processing for the email message
creation which uses this type of Replace() action. I’ve logged that
process but I can’t see what actually ‘seeds’ the value in the target
field. There is no ‘commit changes’ in filter processing as in ACTL.
I’ve read and re-read the Workflow manual about filter phasing but I
am obviously missing the fix for this.
Can anyone direct me to what I should read/understand next in order to
get this working?
This may be a very simple replace function, but it is a test of
something larger that will aggregate values of multiple fields into
one text field with other wording and formatting.
Thanks,
Christine
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Re: Need help understanding Set Fields in Filter processing

[Christine]

Brien,

The default value of the field TempReqSummary is #First Name# as
defined on the form, in the Field Attributes Default Value.

When entering the information on the form, I enter the name Denise in
the field First Name. Upon submission the Replace function is changing
the TempReqSummary value to the value in the First Name field (in this
case, Denise). This is as I want it. I see this happen in the log.

When the record is saved, the saved value is back to #First Name#. Is
the Default Value overwriting the Set Fields Replace() function?

Thank you for your help,
Christine

On Oct 7, 3:23 pm, Brien Dieterle
 wrote:
>   Is there a Set Fields operation that is setting $TempReqSummary$ to
> "#First Name#", or is "#First Name#" the default value or the value you
> are entering into the field manually?
>
> Brien
>
> On 10/7/2010 1:25 PM, Christine wrote:
>
>
>
>
>
> > I’m using the Replace() function in a filter Set Fields action. I can
> > see in the logs where the Replace() is successful during filter phase
> > I processing. However, when the record is saved the original value of
> > the field (not the Set Fields value) is still present.
>
> > Original Field Value: #First Name#;
> > Filter Set Fields action: REPLACE($TempReqSummary$,  "#First Name#",
> > $First Name$)
>
> > The result in the log is the first name in the field TempReqSummary.
> > Entry from the log is: “TempReqSummary (536871236) = Denise;”
>
> > When the record is finally written to the db the TempReqSummary has
> > the value of #First Name#, not ‘Denise’ as I am trying to achieve. I
> > see nothing else in the log where this value is getting overwritten.
> > I’m logging both ACTL and Filters. In the log when this filter is
> > complete there is the message “End of filter processing (phase 1) –
> > Operation Create on (form name) -  “
>
> > I’ve been looking at the filter processing for the email message
> > creation which uses this type of Replace() action. I’ve logged that
> > process but I can’t see what actually ‘seeds’ the value in the target
> > field. There is no ‘commit changes’ in filter processing as in ACTL.
> > I’ve read and re-read the Workflow manual about filter phasing but I
> > am obviously missing the fix for this.
>
> > Can anyone direct me to what I should read/understand next in order to
> > get this working?
>
> > This may be a very simple replace function, but it is a test of
> > something larger that will aggregate values of multiple fields into
> > one text field with other wording and formatting.
>
> > Thanks,
> > Christine
>
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Re: Need help understanding Set Fields in Filter processing

[Brien Dieterle]

 Is there a Set Fields operation that is setting $TempReqSummary$ to 
"#First Name#", or is "#First Name#" the default value or the value you 
are entering into the field manually?


Brien


On 10/7/2010 1:25 PM, Christine wrote:

I’m using the Replace() function in a filter Set Fields action. I can
see in the logs where the Replace() is successful during filter phase
I processing. However, when the record is saved the original value of
the field (not the Set Fields value) is still present.

Original Field Value: #First Name#;
Filter Set Fields action: REPLACE($TempReqSummary$,  "#First Name#",
$First Name$)

The result in the log is the first name in the field TempReqSummary.
Entry from the log is: “TempReqSummary (536871236) = Denise;”

When the record is finally written to the db the TempReqSummary has
the value of #First Name#, not ‘Denise’ as I am trying to achieve. I
see nothing else in the log where this value is getting overwritten.
I’m logging both ACTL and Filters. In the log when this filter is
complete there is the message “End of filter processing (phase 1) –
Operation Create on (form name) -  “

I’ve been looking at the filter processing for the email message
creation which uses this type of Replace() action. I’ve logged that
process but I can’t see what actually ‘seeds’ the value in the target
field. There is no ‘commit changes’ in filter processing as in ACTL.
I’ve read and re-read the Workflow manual about filter phasing but I
am obviously missing the fix for this.

Can anyone direct me to what I should read/understand next in order to
get this working?

This may be a very simple replace function, but it is a test of
something larger that will aggregate values of multiple fields into
one text field with other wording and formatting.

Thanks,
Christine

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Re: Need Help - New to Remedy C APIs

[Raghav Peeyush]

Hey Abhijeet,

thanks for the reply. i did check and i have the correct ip address listed
in the hosts file for the server. basically i have a ini file where i have
defined the server name, user name and password. this file is read in the
code and control variables are populated. after initialization this is the
first api call which i am making ARLoadARQualifierStruct(&control,
cfgSchema, NULL, qualString, &qualifier, &status); here the return status is
coming as 2. i printed all the values and these are showing correct and it
should have construct Qualifier correctly. do you have any idea if the
program could be taking some environment variables from the server itself.
one more question as i have api files for different version present on the
server. i have include lib and include for the latest version in Makefile
using -L and -l options. do you think the path which i have mentioned should
also be there in $PATH or $LD_LIBRARY_PATH.



Gadgil, Abhijeet wrote:
> 
> I assume you are using unixes.
> On the testing environment does the server name that you have passed to
> control.server resolve to a valid name that can be resolved either via DNS
> or is mapped in the hosts file.
> Lets say if you have passed the value to control.server as "testmachine"
> The easy way fwd for testing would be to map testmachine to an IP in your
> testing env. Following steps should help:
> 1. On shell prompt execute ifconfig and get the IP adress
> 2. Open /etc/hosts
> 3. Map Testmachine to the IP address obtained in 1 above
> 4. Save /etc.hosts
> 6. Rerun your program
> 
> LD_LIBRARY_PATH: should point to the location where arapixx.so /
> arrpcxx.so and arutilxx.so are present, where xx is the version, .so: for
> solaris / linux 
> 
> Regards,
> Abhijeet
> 
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a spokesperson, liaison or public relations representative for BMC
> Software, Inc.
> 
> 
> 
> From: Action Request System discussion list(ARSList) [arsl...@arslist.org]
> On Behalf Of Raghav Peeyush [peeyush128_rag...@yahoo.co.in]
> Sent: Sunday, September 05, 2010 1:12 AM
> To: arslist@ARSLIST.ORG
> Subject: Need Help - New to Remedy C APIs
> 
> I need help. I have a C program which is using Remedy C APIs. this program
> is
> working fine in Development box. but when the same binary files are copied
> to testing environment, it is showing me error API ERROR (150) A server
> name
> must be supplied in the control record. however i printed server name in
> *control variable and it is giving me correct value. i doubt this could be
> related to configuration difference on 2 different boxes. same time i want
> to know what libraries should be used while compiling the program and what
> path should be there in $PATH and $LD_LIBRARY_PATH.
> thanks in advance.
> --
> View this message in context:
> http://old.nabble.com/Need-Help---New-to-Remedy-C-APIs-tp29621732p29621732.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
> 
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Re: Need Help - New to Remedy C APIs

[Gadgil, Abhijeet]

I assume you are using unixes.
On the testing environment does the server name that you have passed to 
control.server resolve to a valid name that can be resolved either via DNS or 
is mapped in the hosts file.
Lets say if you have passed the value to control.server as "testmachine"
The easy way fwd for testing would be to map testmachine to an IP in your 
testing env. Following steps should help:
1. On shell prompt execute ifconfig and get the IP adress
2. Open /etc/hosts
3. Map Testmachine to the IP address obtained in 1 above
4. Save /etc.hosts
6. Rerun your program

LD_LIBRARY_PATH: should point to the location where arapixx.so / arrpcxx.so and 
arutilxx.so are present, where xx is the version, .so: for solaris / linux 

Regards,
Abhijeet

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.



From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On 
Behalf Of Raghav Peeyush [peeyush128_rag...@yahoo.co.in]
Sent: Sunday, September 05, 2010 1:12 AM
To: arslist@ARSLIST.ORG
Subject: Need Help - New to Remedy C APIs

I need help. I have a C program which is using Remedy C APIs. this program is
working fine in Development box. but when the same binary files are copied
to testing environment, it is showing me error API ERROR (150) A server name
must be supplied in the control record. however i printed server name in
*control variable and it is giving me correct value. i doubt this could be
related to configuration difference on 2 different boxes. same time i want
to know what libraries should be used while compiling the program and what
path should be there in $PATH and $LD_LIBRARY_PATH.
thanks in advance.
--
View this message in context: 
http://old.nabble.com/Need-Help---New-to-Remedy-C-APIs-tp29621732p29621732.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Need help with workflow to move a license from floating to fixed.

[Garrison, Sean (Norcross)]

The "Remedy Login Id" is different.  Please ignore that difference.  I was 
trying to prevent user ids from being on the list.  The corrected log is below.

Thanks,

Sean

From: Garrison, Sean (Norcross)
Sent: Friday, April 02, 2010 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Need help with workflow to move a license from floating to fixed.

I have workflow that basically checks to see if a user has an application fixed 
license and attempts to convert it to floating via the "CTM:People Permission 
Groups" form.  The following is from the filter log:

Checking ztmpPeopleLoad-152-AddAssetUserFixed`! (152)
--> Passed -- perform actions
0: Set Fields
Log (536870913) =
Asset User Floating License found.  Removing 
License.
Problem User Floating License found.  Removing 
License.
Incident Master Floating License found.  
Removing License.
Adding Asset User Fixed License.
1: Push Fields (note -- this is pushing to CTM:People Permission Groups)
Permission Group (101578) = Asset User
Permission Group ID (101579) = 20019
Group Type (103972) = 1
Permission Tag Name (102340) = BMC:Asset Mgmt
Person ID (100080) = PPL00027638
Product Name (240001002) = Configuration/Asset Management
Remedy Login ID (4) = testuser
Short Description (8) = x
Status (7) = 1
viaTIL License Type (102294) = Fixed
z1D Action (100076) = START
z1D Previous Operation (100220) = SET

Ok now here is the fun part it does a lookup of the "User" table:

Checking CTM:PPG:UpdateGroupList_190_Add1 (190)
--> Passed -- perform actions
0: Set Fields
z1D Permission Group List (101583) =  
0;0;109179;105241;105244;105243;105242;105240;20025;20032;2;20213;10;
z1DLicenseList (301770600) =

We are good here.  I then modified the workflow to do an immediate push of the 
z1D Permission Group List and the z1DLicense List to the "Application License" 
field and the "Group List" field.
Checking CTM:PPG:UpdateGroupList_200_Add5`! (200)
  --> Passed -- perform actions
: Push Fields
Application License (122) = BMC:Asset Mgmt User Fixed
Group List (104) = 20019; 
0;0;109179;105241;105244;105243;105242;105240;20025;20032;2;20213;10;
/* Thu Apr 01 2010 15:47:35.0773 */Start filter processing -- Operation - SET
User - 0086196

As you can see 2019 was added at the beginning of the list and that 
"Application License" was modified to say "BMC:Asset Mgmt User Fixed".  I added 
the `! to the end of the workflow to push immediately to the user form and not 
wait till "Phase 2".  Ok now on to the next license:

Checking ztmpPeopleLoad-152-AddIncidentMasterFixed`! (152)
--> Passed -- perform actions
0: Set Fields
Log (536870913) =
Asset User Floating License found.  Removing 
License.
Problem User Floating License found.  Removing 
License.
Incident Master Floating License found.  
Removing License.
Adding Asset User Fixed License.
Adding Incident Master Fixed License.
1: Push Fields
Permission Group (101578) = Incident Master
Permission Group ID (101579) = 20004
Permission Group Type (103972) = 1
Permission Tag Name (102340) = BMC:Incident Mgmt
Person ID (100080) = PPL00027638
Product Name (240001002) = Incident Mgmt/Service Desk
Remedy Login ID (4) = testuser
Description (8) = x
Status (7) = 1
viaTIL License Type (102294) = Fixed
z1D Action (100076) = START
z1D Previous Operation (100220) = SET

Checking CTM:PPG:UpdateGroupList_190_Add1 (190)
--> Passed -- perform actions
0: Set Fields
z1D Permission Group List (101583) =  
0;0;109179;105241;105244;105243;105242;105240;20025;20032;2;20213;10;
z1DLicenseList (301770600) =

As you can see my "20019" permission and my " BMC:Asset Mgmt User Fixed" got 
lost.  Any ideas on things to try?

Thanks,

Sean



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Re: Need help!

[Arnab Baral]

Lyle I really appreciate your response will get back to u shortly


Arnab
Sent on my BlackBerry® from Vodafone

-Original Message-
From: Lyle Taylor 
Date: Thu, 4 Mar 2010 11:27:40 
To: 
Subject: Re: Need help!

First, so long as you get any server- and database-specific references cleaned 
up in the config files, you're probably most of the way there.  As Joe said, 
there may be workflow that references a specific server, depending on what you 
have installed.  One example of that is AIE (or EIE, if you're using an older 
version).  It seems to me that the Approval engine also can generate workflow 
that is server-specific.  How much of that there is to clean up really depends 
on what apps you have installed, or how you developed them.

As Joe said, I would search the list archives.  I think there have been several 
threads on the subject.  They may be more along the lines of doing a database 
restore from one environment into another.  Unfortunately, I don't recall the 
specific subject lines for most of the threads, however, I did find this one in 
my notes:


Re: DB copy and restore with ITSM 7 - server name references

That was from 1/21/2009.  There have been others as well, though.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Arnab Baral
Sent: Thursday, March 04, 2010 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need help!

**
Hi Lyle,

Thanks for the information.

Do you think there might be risks like:

## Anyupdate in the QA environment might reflect on Production. I believe even 
if it happens it can be taken care of from the configuration or DB..

Also let me know where I should remain focussed in case of probable risks.

Regards
Arnab
On Thu, Mar 4, 2010 at 11:39 PM, Lyle Taylor 
mailto:tayl...@ldschurch.org>> wrote:
**
If it were Windows, I would recommend against it (primarily due to all the 
host-specific crap in the registry), but with Solaris, I would think that 
you're probably OK, so long as any OS settings related to the original VM are 
updated for the new copy.  You next main task then is to update the Remedy 
config files ( ar.conf, etc.) so that they match the new host you're on as well 
the new database you'll be using.  If you're also copying the database, 
depending on what apps you have installed, you may also need to do some data 
cleanup after getting your Remedy services up and running on it.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Arnab 
Baral
Sent: Thursday, March 04, 2010 11:03 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Need help!

**
Hi,

We are in the process of a new QA environment which should be a replica of the 
production.

The approach we are trying to follow is image cloning. The servers are virtual 
(VMs) and the OS is Solaris.

But we are not sure of the risks since it has not been done before.

Please somebody come up with suggestions,its very urgent.

It will be much appreaciated!

Regards
Arnab
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Re: Need help!

[Arnab Baral]

Thanks Joe will get back to u

Arnab
Sent on my BlackBerry® from Vodafone

-Original Message-
From: Joe D'Souza 
Date: Thu, 4 Mar 2010 13:23:14 
To: 
Subject: Re: Need help!

Actually there were two threads I think, one of which was "server group
config tables (ARS 7.1 patch04)"

It discussed something almost specifically what you asked - copying one
environment to another which was a part of server groups.. Ignore the forms
related to the server groups discussed in that thread as those forms will
not be present on your server if you do not have server groups.. If you do
have them then that thread will be directly applicable to your case..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Arnab Baral
  Sent: Thursday, March 04, 2010 1:19 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Need help!


  **
  Joe,

  Could you please tell me the subject line of the thread?

  Regards
  Arnab


  On Thu, Mar 4, 2010 at 11:45 PM, Joe D'Souza  wrote:

**
Besides the usual of getting rid of server names that are hard coded in
a few places (read the thread that went on here a week or two ago here), its
pretty much straight forward.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Arnab Baral

  Sent: Thursday, March 04, 2010 1:03 PM
  To: arslist@ARSLIST.ORG
  Subject: Need help!


  **
  Hi,

  We are in the process of a new QA environment which should be a
replica of the production.

  The approach we are trying to follow is image cloning. The servers are
virtual (VMs) and the OS is Solaris.

  But we are not sure of the risks since it has not been done before.

  Please somebody come up with suggestions,its very urgent.

  It will be much appreaciated!

  Regards
  Arnab

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Re: Need help!

[Lyle Taylor]

First, so long as you get any server- and database-specific references cleaned 
up in the config files, you're probably most of the way there.  As Joe said, 
there may be workflow that references a specific server, depending on what you 
have installed.  One example of that is AIE (or EIE, if you're using an older 
version).  It seems to me that the Approval engine also can generate workflow 
that is server-specific.  How much of that there is to clean up really depends 
on what apps you have installed, or how you developed them.

As Joe said, I would search the list archives.  I think there have been several 
threads on the subject.  They may be more along the lines of doing a database 
restore from one environment into another.  Unfortunately, I don't recall the 
specific subject lines for most of the threads, however, I did find this one in 
my notes:


Re: DB copy and restore with ITSM 7 - server name references

That was from 1/21/2009.  There have been others as well, though.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Arnab Baral
Sent: Thursday, March 04, 2010 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need help!

**
Hi Lyle,

Thanks for the information.

Do you think there might be risks like:

## Anyupdate in the QA environment might reflect on Production. I believe even 
if it happens it can be taken care of from the configuration or DB..

Also let me know where I should remain focussed in case of probable risks.

Regards
Arnab
On Thu, Mar 4, 2010 at 11:39 PM, Lyle Taylor 
mailto:tayl...@ldschurch.org>> wrote:
**
If it were Windows, I would recommend against it (primarily due to all the 
host-specific crap in the registry), but with Solaris, I would think that 
you're probably OK, so long as any OS settings related to the original VM are 
updated for the new copy.  You next main task then is to update the Remedy 
config files ( ar.conf, etc.) so that they match the new host you're on as well 
the new database you'll be using.  If you're also copying the database, 
depending on what apps you have installed, you may also need to do some data 
cleanup after getting your Remedy services up and running on it.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Arnab 
Baral
Sent: Thursday, March 04, 2010 11:03 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Need help!

**
Hi,

We are in the process of a new QA environment which should be a replica of the 
production.

The approach we are trying to follow is image cloning. The servers are virtual 
(VMs) and the OS is Solaris.

But we are not sure of the risks since it has not been done before.

Please somebody come up with suggestions,its very urgent.

It will be much appreaciated!

Regards
Arnab
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Re: Need help!

[Joe D'Souza]

Actually there were two threads I think, one of which was "server group
config tables (ARS 7.1 patch04)"

It discussed something almost specifically what you asked - copying one
environment to another which was a part of server groups.. Ignore the forms
related to the server groups discussed in that thread as those forms will
not be present on your server if you do not have server groups.. If you do
have them then that thread will be directly applicable to your case..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Arnab Baral
  Sent: Thursday, March 04, 2010 1:19 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Need help!


  **
  Joe,

  Could you please tell me the subject line of the thread?

  Regards
  Arnab


  On Thu, Mar 4, 2010 at 11:45 PM, Joe D'Souza  wrote:

**
Besides the usual of getting rid of server names that are hard coded in
a few places (read the thread that went on here a week or two ago here), its
pretty much straight forward.

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Arnab Baral

  Sent: Thursday, March 04, 2010 1:03 PM
  To: arslist@ARSLIST.ORG
  Subject: Need help!


  **
  Hi,

  We are in the process of a new QA environment which should be a
replica of the production.

  The approach we are trying to follow is image cloning. The servers are
virtual (VMs) and the OS is Solaris.

  But we are not sure of the risks since it has not been done before.

  Please somebody come up with suggestions,its very urgent.

  It will be much appreaciated!

  Regards
  Arnab

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Re: Need help!

[Joe D'Souza]

It could reference production data if you do not check your workflow for
hard-coded references.. For e.g. if a Table field has got a hard coded
reference of Production data, it could look up the wrong server.. The same
could happen with other workflow, like Set Field etc..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of Arnab Baral
  Sent: Thursday, March 04, 2010 1:14 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Need help!


  **
  Hi Lyle,

  Thanks for the information.

  Do you think there might be risks like:

  ## Anyupdate in the QA environment might reflect on Production. I believe
even if it happens it can be taken care of from the configuration or DB..

  Also let me know where I should remain focussed in case of probable risks.

  Regards
  Arnab


  On Thu, Mar 4, 2010 at 11:39 PM, Lyle Taylor 
wrote:

**
If it were Windows, I would recommend against it (primarily due to all
the host-specific crap in the registry), but with Solaris, I would think
that you’re probably OK, so long as any OS settings related to the original
VM are updated for the new copy.  You next main task then is to update the
Remedy config files ( ar.conf, etc.) so that they match the new host you’re
on as well the new database you’ll be using.  If you’re also copying the
database, depending on what apps you have installed, you may also need to do
some data cleanup after getting your Remedy services up and running on it.



Lyle



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Arnab Baral
Sent: Thursday, March 04, 2010 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Need help!



**

Hi,



We are in the process of a new QA environment which should be a replica
of the production.



The approach we are trying to follow is image cloning. The servers are
virtual (VMs) and the OS is Solaris.



But we are not sure of the risks since it has not been done before.



Please somebody come up with suggestions,its very urgent.



It will be much appreaciated!



Regards

Arnab

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_



NOTICE: This email message is for the sole use of the intended
recipient(s) and may contain confidential and privileged information. Any
unauthorized review, use, disclosure or distribution is prohibited. If you
are not the intended recipient, please contact the sender by reply email and
destroy all copies of the original message.

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Re: Need help!

[Arnab Baral]

Joe,

Could you please tell me the subject line of the thread?

Regards
Arnab

On Thu, Mar 4, 2010 at 11:45 PM, Joe D'Souza  wrote:

> **
> Besides the usual of getting rid of server names that are hard coded in a
> few places (read the thread that went on here a week or two ago here), its
> pretty much straight forward.
>
> Joe
>
>  -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org]*on Behalf Of *Arnab Baral
> *Sent:* Thursday, March 04, 2010 1:03 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Need help!
>
>  **
> Hi,
>
> We are in the process of a new QA environment which should be a replica of
> the production.
>
> The approach we are trying to follow is image cloning. The servers are
> virtual (VMs) and the OS is Solaris.
>
> But we are not sure of the risks since it has not been done before.
>
> Please somebody come up with suggestions,its very urgent.
>
> It will be much appreaciated!
>
> Regards
> Arnab
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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