Re: Simple Flashboards Question...

[Shyam Attavar]

**



Reggie, 
Would you mind posting what you found out? 

I am in the process of setting up our flashboards 
and would like to know what the issue/solution is, just in case I run into such 
a scenario.
Thanks in advance,
--
Shyam
 
*
Reggie H 
wrote:> I figured out what the problem was.  Later peeps...> 
> > > Reggie H wrote:> > > > 
Environment:> > > > MS Server 2003> > SQL 2000 
SP3a> > ARS 6.3 on two server (server 'a' is licensed, server 'c' is 
eval copy)> > Mid Tier installed on server 'b' (not licensed... 
yet)> > Flashboards installed on server 'b' (not licensed... 
yet)> > > > Question: I receive an error [ARERR 329: Invalid 
passord or authentication> > string for an existing user].  What 
could be causing this error.  I'm> > logged in with a user with 
admin rights.  What else could be the problem.> > 

__20060125___This posting was submitted with HTML in it___

Re: strange error from netcool-Remedy gateway

[Shyam Attavar]

What version of AR and what version is the Remedy Gateway from Netcool at?

Although, I have not seen the exact error, I have seen something similar a 
while back and am wondering something has changed in your gateway configuration 
files which is causing this error. The error reporting mechanism is not un to 
the mark in this product. If you can provide more details on what you changed 
in the configuration offline, I can take a look and maybe point in the right 
direction.

Cheers,
--
Shyam
  - Original Message - 
  From: Aaron Keller 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, January 22, 2008 4:47 PM
  Subject: FW: strange error from netcool-Remedy gateway


  ** 
  Has anyone seen this error when attempting to start a netcool-Remedy gateway, 
and does anyone know what might be causing it?

  Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': WAITING ...
  Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Received IDUC 
dat
  a message.
  Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Spliting IDUC 
mes
  sage.
  Jan 22 19:18:58 2008: G_REMEDY :Error: Reader 'SERVER_READER': Failed to 
split I
  DUC message via SplitIDUCPacket().
  Jan 22 19:18:58 2008: G_REMEDY :Debug: Reader 'SERVER_READER': Main loop has 
bee
  n terminated.
  Jan 22 19:18:58 2008: G_REMEDY :Error: Reader 'SERVER_READER': Crashed reader 
-
  stopping server.
  Jan 22 19:18:58 2008: G_REMEDY :Debug: Server Shutdown requested at 
non-interrup
  t level.


  thanks

  -Aaron

  * Email: [EMAIL PROTECTED]



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Re: Superdom

[Shyam Attavar]

If you are asking if the HW platform is a HP SuperDome, then I know for a fact 
that we were on a HP SuperDome with PA/RISC processor until recently. However, 
we moved away from the HP SuperDome with Itanium processor since the version we 
have running is not natively supported on this architecture. I believe that AR 
System 7.1 is natively supported on Itanium architecture. But we are not moving 
to 7.1 anytime soon.

HTH,
--
Shyam
  - Original Message - 
  From: Beketov Danila 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, January 30, 2008 4:24 AM
  Subject: Superdom


  ** 
  Hi

   

  Have everyone successful experience with building ARSystem databases on 
"Superdom"? What can I have problem, and it's possible at all?

   

  Danila

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Re: Migrations

[Shyam Attavar]

We had to move away from HP-UX on PA/RISC running AR System and Oracle which 
was going to move to HP-UX on IA64 (Itanium) last year, since AR System was not 
natively compiled on Itanium until version 7.1. We moved to AR Server 7.0.1 on 
W2K3 with Oracle 10gR2 running on a Linux (RHEL) cluster. The only reason we 
stayed away from AR Server on Linux was due to the comfort level at our company 
from a support perspective. Linux is a new entry for AR Server (unlike Solaris, 
HP-UX and AIX) and hence the decision to move away from the *NIX platform 
altogether.

HTH,
--
Shyam
  - Original Message - 
  From: Drake,Dave 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, April 01, 2008 11:13 AM
  Subject: Migrations


  ** 
  Hi all,
  Hoping someone has a little experience with either one or both of these 
scenarios.  We're considering moving our ARS over to Linux (from Win2K3) and/or 
moving our DB from MSSQL2K to Oracle.

  Haven't really decided yet, just trying to get a sounding from the experts.  
Any tips and snippets would be greatly appreciated.  Thanks!!

  ARS 7.0.1 p002, SQL 2K, Win2K3 servers, ITSM 7

  Dave Drake - Remedy Administrator - Cerner Corporation


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Re: aradmin crashes

[Shyam Attavar]

In the recent versions - post 6.0.x, I have known that certain newer versions 
of Admin Tool work with older versions of the server. However, that is the 
exception and not the rule (in my book). Again, as David mentioned take it for 
what it's worth. 

I have heard somewhere -- "Experience is the best teacher", but more 
importantly "As long as it is someone else's experience". That is what this 
forum offers, which is absolutely invaluable!!

Cheers,
--
Shyam

- Original Message - 
  From: Remedy Maniac 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, April 15, 2008 6:58 AM
  Subject: Re: aradmin crashes


  ** why do you guys get so exited about small things?!?
  First rule my grandma taught me: "if you don't try you will never learn"
  Second rule is from Nitzsche. You know the philosopher: "everything that 
doesn't kill you, makes you stronger"
  I don't believe the admin tool could break your server. Someone else does 
have anything to add on this? I think it will appreciated by everyone.

  For your info Susan: I am using the admin tool and the user tool both in 
version 6.3 latest patch against a server version 6.00.01 patch 1454.
  This for at least one year without any issue against my server.
  You could even run 2 different versions of the admin tool against a lower 
server. At the same time ;-)
  Finally, Warren, just to put you at rest: there is no need to hack the 
Windows registry.
  The problem has been solved and has gone as it came. I don't know why and I 
actually do not care about the technical reasons, but as a matter of fact I am 
able to use again the admin tool version 6 without problem.

  rm


  Warren Baltimore wrote: 
first off.  Try to do a full uninstall first.  You may need to clean
out your registry also.

Second.  My mother taught me that if you cant say something nice,
don't say anything at all.  lets keep the snark down  OK?

On 4/14/08, Susan Palmer <[EMAIL PROTECTED]> wrote:
  Biggest rule I was ever taught, which was reinforced over and over and over
again and has been given here over and over and over  was do NOT use an
admin tool that is not the same version as ARS.  I guess it really wasn't
working fine was it?

I think your name is just bringing out some of the worse in me.  Maybe being
less manic will save yourself time in the future.  Maybe I just have more of
backlog and can't play around and waste time.  I try to learn from the list
and all the information that people are gracious enough to spend their time
posting here.

And as long as I'm ranting, maybe some of you need to look in the
documentation before asking questions.

Susan

On Mon, Apr 14, 2008 at 3:15 AM, Remedy Maniac
<[EMAIL PROTECTED]>
wrote:

dear listers,

we have arsystem server 6.001 patch 1454.
Because of a migration plan, and in order to test, I installed aradmin
Version 7.1.00 and is working fine against my 6.001
But since then any other aradmin tool (6.3 and 6.01) crashes when I try to
open a form.

I can still check/manage licences. Also I can read server info and so on.
Everything can be opened (AL, filters, ...)

It's only when I try to open a form that I get an error message such as:

"The instruction at "0x04a7e833" referenced memory at "0x0044". The
memory could not be "read".
Click on OK to terminate the program
Click on CANCEL to debug the program"

Any idea why that happens and how to get ride of it. Because now that I
tested and saw the ARAdmin 7 I'd like to get back to my previous aradmin.

Many thanks

rm



  
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Re: Adjusting Menu Access with Workflow?

[Shyam Attavar]

Mike,

The "SET ALL" keyword is only available in Activelinks and does not compute 
on the
Filter side. So, you may want to write an AL that fires 'last' that checks 
for this on Modify.


Cheers,
--
Shyam

- Original Message - 
From: "McManus Michael A SSgt HQ 754 ELSG/DOMH" 
<[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, May 05, 2008 5:14 AM
Subject: Re: Adjusting Menu Access with Workflow?


I actually didn't even know that existed.  We may give that a shot if we 
keep having problems.  Thanks much.


Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Danaceau, Chris

Sent: Friday, May 02, 2008 12:38 PM
To: arslist@arslist.org
Subject: Re: Adjusting Menu Access with Workflow?

Or, fight fire with fire.  write a filter that fires on the "SET ALL" 
operation to throw an error.  Exclude Administrators or any other 
relevant permission groups.


$OPERATION$ = "SET ALL"


--

Chris Danaceau



This e-mail and its attachments are confidential and solely for the 
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From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)

Sent: Friday, May 02, 2008 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?



Can you write a macro to do a bulk-modify operation from the client?


Check their macros.



Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI Level 3 Rated Company



From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Phil Murnane

Sent: Friday, May 02, 2008 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adjusting Menu Access with Workflow?



SSgt McManus:

I'm not sure if this is possible, but it wouldn't hurt to verify that the 
users who can see the Modify All option haven't customized the views on 
their workstations.  To do this, delete all *.arv and *.arf files on the 
PC's Remedy User cache folder.


--Phil

Phil Murnane
Software Engineer, Allegiant Technology
Email: [EMAIL PROTECTED]
Office: 928-445-5574

- Original Message 
From: Scott Parrish <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, May 2, 2008 9:36:13 AM
Subject: Re: Adjusting Menu Access with Workflow?

**

Michael,

Make sure that all views of the form have the Modify All unchecked.



Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of McManus Michael A SSgt HQ 754 
ELSG/DOMH

Sent: Friday, May 02, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Adjusting Menu Access with Workflow?



Listers,

   On our Incident form, we apparently have some users with 
access to the Modify All command through the Actions Menu.  If I go to 
the view properties on the Incident form, on the menu access tab, Modify 
All is unchecked.  Is there a way to override that setting with workflow 
in some way? I canʼt imagine another way for an analyst to access that. 
(Delete is also checked in the menu access tab but only Administrators 
have access to the Delete function).




ARS 5.1.2

SQL 2K

Server 2003



Thanks much,



Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

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Re: Workflow to audit every field on a form

[Shyam Attavar]

Are you talking about a data driven way of auditing field values? If so, 
there was a post a while back - someone had sent some description and code 
where one could define the fields to be audited in a configuration form as 
data and the workflow would dynamically audit the fields if the fields had 
changed. Look at the archives and you should be able to find it. If not, let 
me know and I can dig it up for you

Cheers,
--
Shyam

- Original Message - 
From: "Chintan Shah" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Thursday, May 15, 2008 2:25 PM
Subject: Workflow to audit every field on a form



Hi all,

I was wondering if there is a better way to track who changed what field 
at what time and then push it to an audit trail form.


I am too lazy to write individual workflow checking for TR values for 
every field.


Thanks
Chintan.





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Re: AR System Log Display

[Shyam Attavar]

Also, there are special settings that I downloaded from the old Remedy 
download site that has some neat color coding for definition files as well 
in Notepad++. I use it for almost everything these days. You can download 
Notepad++ from sourceforge.

Cheers,
--
Shyam

"Schon, Stuart" <[EMAIL PROTECTED]> wrote in message 
news:<[EMAIL PROTECTED]>...

Hi

I use notepad++ which is free and does a very good job of resolving 
only files, its also excellent at viewing many other file types in full
colour i.e. XML


Regards
Stuart Schon
Remedy Solutions


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: 28 May 2008 06:03
To: arslist@ARSLIST.ORG
Subject: Re: AR System Log Display

Hi,

Use a decent editor that handelse CR-only. For instance Wordpad. You
will
find Wordpad in any Windows installation.

Another suggestion would be to use RRR|Log, that handles this and much
more:
http://rrr.se/tmp/rrrLogActiveLinks.html

The test-version works fine for ACTL-logging. The only limitation is for
50 API-calls or 500 SQL-calls.

Acces the test-version at: https://www.rrr.se/cgi/rrrlog/main

Use the search-page to review your Active Links nicely formatted.

   Best Regards - Misi, RRR AB, http://rrr.se

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at
http://rrr.se.


Does anyone know what kind of setting can be changed to allow for the
wrapping on filter logging in ARLogDisplay.exe to work differently?



This is a snippet of filter logging in ARLogDisplay



 /* Tue May 27

2008

09:57:55.9910 */ Start filter processing (phase 1) -- Operation -

GET

on
CTM:CFG-ApplicationPreferences - IPF0001  
002916>

  


jsprenger> /* Tue May 27 2008
09:57:55.9910 */ End of filter processing (phase 1) -- Operation -

GET

on CTM:CFG-ApplicationPreferences - IPF0001  
  


jsprenger> /* Tue May 27 2008
09:57:56.0380 */ Start filter processing (phase 1) -- Operation -

GET

on
SYS:Date Time Query Rules - 001  


ID: 163993>   
/* Tue May 27 2008 09:57:56.0380 */ End of filter processing

(phase

1)

-- Operation - GET on SYS:Date Time Query Rules - 001



  


390620   >  /* Tue May 27 2008 10:02:31 */

 Start active link processing -- Operation - On Window Open

 For Schema - HPD:Help Desk

 On screen type - CREATE

 Checking HPD:SHR:SetGlobal_000_GetUserPreference (0)

 -> Passed qualification -- perform if actions

  0: Set Fields



As you can see, there is a pretty significant difference with the
wrapping.



Any help is appreciated.



User tool (and Server) 7.1.0 Patch 2  (Also seems to occur in other 7
versions)



Thanks,

Janie

 







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Re: Archive old data

[Shyam Attavar]

Paul,
It depends whether you want the data accessible (searchable) or not. One of 
the things we have seen being done is to export the data into ARX files and 
the associated form definitions also and archived them on tapes for 
posterity. Another thing you can certainly do is to export the underlying DB 
tables (T, H and possibly B) as is (especially if you are on Oracle) and 
archive them on to tape. Not sure if this is exactly what you are looking 
for.

HTH,
--
Shyam
- Original Message - 
From: "ARSsytem" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Friday, May 30, 2008 2:31 PM
Subject: Archive old data



Hi Listers,

We are holding more than 7 years of data in our archive data forms (which
are only regular forms, not archive forms). We would like to move part of
them off line. Has anyone done that? Is there any white paper for the best
practice. Thanks!

Regards
Paul 


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Re: Feasibility of migration of ARS6.3 to ARS7.1 keeping Application Incident Mgmt and Change Mgmt v6.0

[Shyam Attavar]

Manish,

I am not sure specifically if ITSM 6.0 version of the apps will have an 
impact if run under AR System 7.1.0. By and large this should work without 
any issues unless AR System 7.1.0 release notes state this and if so what 
pieces would be impacted. I am not fully clear, since I have not read the 
7.1.0 documentation yet.


We moved from AR 6.3.0 Patch 20 running ITSM 6.x (HD 6.x AM 6.x and CMDB 
1.1) to AR 7.0.1 Patch 2 last year running ITSM 6.x (but only difference was 
we moved from CMDB 1.1 to CMDB 2.0.1) after the AR upgrade. Our apps are 
running without any issues in production and we are extremely happy with the 
setup.


One thing I would recommend is to upgrade AR from 6.3 to AR 7.1.0 in place 
with the Upgrade option (which will just upgrade the AR components without 
impacting the application). What you have mentioned below will not work - 
quoted here again:- "We are looking fwd for the feasibility, if we 1. 
Install ARS7.1 2. Apply our existing database dump of application (Incident 
Management 6.0 + Change Management 6.0 + SLA 2.0) 3. Install Mid Tier 7.1 4. 
Install Oracle 10g 5. Install CMDB2.0"


Also, upgrading CMDB 1.1 to CMDB 2.0 is a multi-step manual process and I 
hope you have the white paper that describes how to do this methodically 
without impacting the data in your current CMDB.


HTH,
--
Shyam
- Original Message - 
From: "Manish SINGLA" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Sunday, June 22, 2008 10:10 PM
Subject: Feasibility of migration of ARS6.3 to ARS7.1 keeping Application 
Incident Mgmt and Change Mgmt v6.0




Hello List,

We are into overall architecture change of our existing Remedy 
infrastructure.
Currently we are on ARS6.3 + Incident Management 6.0 + Change Management 6.0 
+ SLA 2.0 + CMDB1.1 + Oracle 9i.


While testing Oracle 10g with our existing ARS6.3, we realized that ARS6.3 
in not compatible with Oracle 10g client.
So we foresee ARS6.3 as a bottle neck to our Architecture update w.r.t to 
Oracle and other components of Remedy as well for e.g. we can't be On 
CMBD2.0 unless we don't have ARS7.1.


We are looking fwd for the feasibility, if we 1. Install ARS7.1 2. Apply our 
existing database dump of application (Incident Management 6.0 + Change 
Management 6.0 + SLA 2.0) 3. Install Mid Tier 7.1 4. Install Oracle 10g 5. 
Install CMDB2.0


WILL MY SYSTEM WORK AS IT IS WORKING NOW. If not what are the issues behind 
and how we can overcome those.


Your input on this keeps very value for me.

Thanks
Best Regards
Manish.
+91 98107 98076

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Re: Oracle 10G R2 - Case Sensitivity - ITSM 7

[Shyam Attavar]

Phil,

I am not sure if you are aware of the performance impact a case insensitive 
Oracle DB can have on the overall application performance. I have heard at 
least couple of scenarios where people were forced to revert back to a case 
sensitive setup, when performance issues became unbearable. Hope you have 
considered this.


Regards,
--
Shyam
- Original Message - 
From: "Boucher, Philip" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, July 01, 2008 8:33 AM
Subject: Oracle 10G R2 - Case Sensitivity - ITSM 7


Hi,

We are currently setting up a new ARS 7.1 - ITSM 7 system on an Oracle 10G 
R2 database and will require the database to be case insensitive.


I've read several posts on here about Oracle and case sensitivity but I'm 
not clear on exactly what needs to be done.


I've found that the following session variables need to be set:

ALTER SESSION SET NLS_SORT=BINARY_CI
ALTER SESSION SET NLS_COMP=LINGUISTIC

But do we need to do anything else such as creating additional indexes?

Also can we make these changes after the initial set up or do they need to 
be applied before the installation begins.


If anyone else has done this recently I'd really like to hear their 
experiences.


Thanks

Phil Boucher
Remedy Technical Architect
_
Logica - Releasing your potential
400 Park Avenue, Aztec West
Almondsbury
Bristol BS32 4TR
UK
T: +44 (0) 1179 017661 (direct)
E: [EMAIL PROTECTED]
www.logica.com

Logica UK Limited
Registered in England and Wales (registered number 947968)
Registered office: Stephenson House, 75 Hampstead Road, London NW1 2PL, 
United Kingdom





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Re: Modify vs Modify All

[Shyam Attavar]

Modify vs Modify AllThis is actually a special feature found only in the User 
Tool and not natively supported by a separate API call. It basically loops 
through the selected list of rows in the Results List and makes ARSetEntry call 
for each of the rows. I found out the hard way when I had a filter run if 
qualification of $OPERATION$ = "SET ALL" and that filter never got called.
--
Shyam
  - Original Message - 
  From: Kemes, Lisa 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Monday, July 07, 2008 1:36 PM
  Subject: Modify vs Modify All


  ** 
  When I modify a field on my form and save the record, it kicks off the 
workflow (active link) that I created.  When I do the same modification to the 
same field with a Modify All action it does not kick off the workflow.  

  Does anyone know why this would happen? 

  Lisa Kemes 
  AR System Developer 
  Tyco Electronics 
  717-810-2408 tel 
  717-810-2124 fax 
  [EMAIL PROTECTED] 


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Re: "Lines of code" in Remedy?

[Shyam Attavar]

The SLOC does not include the code that is executed in the WUT/Mid-Tier 
(rendering, AL Processing, etc.), Server (Filter processing, Escalation 
processing, DB activity, etc.) that is invoked by the application (be it OOB 
or custom) built on AR System. So, whichever count one uses, it would still 
be very rudimentary and will not represent the true nature of the metric one 
is after. Unless, the goal is to just to fill a column in a spreadsheet and 
save it for posterity...

Cheers,
--
Shyam

- Original Message - 
From: "Bradford Bingel" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, April 29, 2003 3:12 PM
Subject: Re: "Lines of code" in Remedy?



Geez . . . no one has used the "lines of source code" (SLOC) measurement
since the 1980's!  It was a poor metric then with monolithic languages
(Cobol, Fortran, etc.), and it's an even poorer metric today using
object-oriented software and N-tier architectures.

But you may still need to provide a valid number.  Can anyone from Remedy
provide a ballpark SLOC metric by application?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 
CS/SCCE

Sent: Wednesday, July 09, 2008 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: "Lines of code" in Remedy?

Hmmm...Depending entirely on what they want this number for, I would
probably recommend not giving them a number.

Many organizations nowadays are foolishly using number of lines of code as 
a

benchmark for the complexity of an application.  If an app is more than X
number of lines of code is very complex...and then management starts 
asking
questions like, "Why is that code so complex? Perhaps we should optimize 
it?

Is there a commercial solution available to replace that inordinately and
thus expensive-to-maintain application?"

In short, if you give them a number (based on code objects or lines in a 
def
or whatever), that number isn't going to be right.  It might be good to 
make

them go away, but they may later use that bogus info to make some sort of
executive decision, which may end up putting your app and possibly YOU on
the chopping block.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, July 09, 2008 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: "Lines of code" in Remedy?

**
Maybe the answer to that would be if you exported all your workflow into a
def file and then did a count of lines in the file (in Word perhaps) and
give them that number.

Obviously there is more actual coding behind the scenes than that but its
better than providing a useless number.



Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, July 09, 2008 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: "Lines of code" in Remedy?


** You could tell them that it's a closely held piece of BMC proprietary
data, and that if you told them, you'd have to kill them.

Or, ask them what answer sounds good to them, and give them that number
back.  Heck, you may even be right, and they'd never be able to prove you
wrong.

Or, you could simply give them the only number that they'd have a chance 
to

verify - the number of workflow objects in your system.

Rick


On Wed, Jul 9, 2008 at 9:19 AM, David.M Clark <[EMAIL PROTECTED]>
wrote:


All,

I've been asked to estimate the "number of lines of code we have in
Remedy".  Any ideas on how to approach a question like that?  Feel free to
save your response for Friday Humor if you prefer.

Thanks,

-David

David M Clark
Remedy Programmer/Analyst





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Re: Unable to start ARS

[Shyam Attavar]

Anoop,

Looks like a private thread is being started and fails somewhere in that area. 
Not sure if you have private threads configured earlier. Maybe deleting all the 
private threads would be an option. Not knowing additional information makes it 
harder to suggest what else could be wrong.

Cheers,
--
Shyam
  - Original Message - 
  From: Anoop Sasidharan 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, July 23, 2008 11:23 AM
  Subject: Unable to start ARS


  ** Lister
   
  I m getting error message "unable to create (390600, 0) for TCP: while 
starting ARS.
  I have able to see the arserverd and TCP is running.
   
  Has anyone faced similar issue?
   
  ARS 6.3
  LINUX OS AS/3


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Re: Oracle SQL Client

[Shyam Attavar]

I like SQL Developer from Oracle - a little slow since it is a Java client and 
it is free.
--
Shyam
  - Original Message - 
  From: Jill E 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Thursday, July 31, 2008 2:09 PM
  Subject: Re: Oracle SQL Client


  ** 
  Greetings Christie,

  SQL Developer is my graphical tool of choice - http://sqldeveloper.oracle.com

  Jill Anderson



  On Thu, Jul 31, 2008 at 10:24 AM, Pargeter, Christie :CO IS <[EMAIL 
PROTECTED]> wrote:

** 
Hi all - I have recently moved from working with an MS SQL server to having 
Oracle as my db.  Is there a good gui client that I can download (hopefully 
free) to see all the tables in the db and running basic sql commands?

Thanks!!

Yes, I am feeing a bit spoiled to lose Enterprise Manager.

ARS 6.3
Oracle 9





Christie Pargeter 
Legacy Health System  
IS - Programming
SR Technical Analyst
[EMAIL PROTECTED]   System Office  
  tel: 503-415-5149 
  
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Re: Serena TeamTrack??

[Shyam Attavar]

I have used Serena as a Defect Tracking system (product development) and not 
for an IT solution, especially from an ITIL standpoint. Serena is fairly 
easy to customize. However, compared to Remedy, it is nowhere close (from 
what little bit I know about Serena).
Some questions to ask which would help identify if this tool set is suitable 
for what your customer wants:
- What ITIL processes are already implemented in the Serena application 
suite?
- How are the integrations handled between your inventory system, topology 
discovery, etc.?

- Do they have a CMDB that is readily available and shipping?
- Any other questions that can think of from a AR System platform standpoint 
would be valid as well


HTH
--
Shyam

- Original Message - 
From: "Seth Wrye" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
Sent: Wednesday, December 13, 2006 2:09 PM
Subject: Serena TeamTrack??



Anyone have experience with Serena TeamTrack?  Good, Bad and Ugly (looking
for mostly bad and ugly)?  Customer looking at it for a ITIL compliant CM
solution.
Thanks for all input...
Seth



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AR System 7.0.1 and Asset Mgmt 6.x

[Shyam Attavar]

Dear Listers,

We are in the process of upgrading our AR System 6.3.0 Patch 16 (HD 6.x and AM 
6.x running on it) to AR System 7.0.1. I have upgraded the AR Server, initially 
with some issues in the installer, which have since been resolved. However, I 
am currently seeing an issue where the Plugin that is included with Asset 
Management is failing to start. Following is the error message from Event 
Viewer on Win 2003 Server

Faulting application arplugin.exe, version 7.0.1.0, faulting module 
arfcbdata.dll, version 5.7.0.0, fault address 0x55ea.

The DB is Oracle 9x on a Remote Linux Cluster
AR Server runnign on Windows 2003 Server

Seems to me that the plug-in dll somehow is incompatible with arplugin.exe.

Does this sound familiar to anyone? 

I have a ticket open with BMC Support for this issue. However, I thought I 
would ping y'all as well, to get your perspective...

Cheers,
--
Shyam

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Mobile Solutions for Remedy ITSM applications

[Shyam Attavar]

Dear Listers,
 
Our management has been asking about Mobile Solutions for Remedy applications. 
 
I am already aware of the following vendors. 
Aeroprise
Navarra
Vaultus
Remedy Mobile (now defunct)
 
But, I was wondering if there are any other vendors that provide a mobile 
solution for Remedy applications. 
I would appreciate if any of you are aware of other vendors and are willing to 
share it with me.
 
TIA,
--
Shyam

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AR System Support on Itanium/HP-UX 11.11 v2 support

[Shyam Attavar]

Dear Listers,

Our hardware infrastrucutre team is working on a hardware refresh plan and have 
been asking about BMC-Remedy's support of the AR System platform and ITSM suite 
of applications on the Itanium (IA64) platform running HP-UX 11.11 V2. 

I have contacted support and have heard varying information indicating that the 
Itanium support should have been available in December to sometime in Q3 2007. 
However, I was wondering if there is more consistent information anyone else 
might have heard or seen, I would be interested to know more regarding this 
topic, since this is not fully addressed anywhere I have been looking.

TIA,
--
Shyam

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Re: AR System Support on Itanium/HP-UX 11.11 v2 support

[Shyam Attavar]

David,
Thanks for your detailed and candid responses.
Cheers,
--
Shyam
  - Original Message - 
  From: Easter, David 
  Newsgroups: gmane.comp.crm.arsystem.general
  Sent: Wednesday, January 10, 2007 8:31 AM
  Subject: Re: AR System Support on Itanium/HP-UX 11.11 v2 support


  ** 
  Here's the quick answer:

  
http://www.bmc.com/support/bmcremedycomp/AR_System_7_0_1_Compatibility-Matrix_v1_02.htm

  7.0.01 has been tested in some limited environments for use with HP-UX 11iv2 
on an Itanium processor.  Please check the matrix to determine if your 
configuration is listed.  AR System 7.0.01 was released October 10, 2006.  ITSM 
supports those platforms supported by AR System unless otherwise noted in 
documentation.

  Here's the slightly longer answer:

  What BMC tested was the AR System HP-UX 11iv2 PA-RISC code on HP-UX 11iv2 
Itanium running through the ARIES translation engine provided by HP within 
HP-UX.  (To emphasize, ARIES is an HP supplied capability, not BMC).  ARIES is 
designed to allow PA-RISC code to run on an Itanium processor.  The limitation 
is that some databases either did not work properly with the ARIES engine or 
were not supported by the vendor.  Thus the databases supported in 7.0.01 are 
limited to Informix and Sybase.

  When BMC releases a natively compiled Itanium code base, then this issue is 
mitigated since ARIES is no longer required.  For those vendors who supply a 
natively compiled Itanium product as well, there should be no conflict and the 
combinations will be supported.  The timeframe for releasing a natively 
compiled Itanium code base has not yet been solidified, but it would occur no 
sooner than early Q3 2007.

  Hope that helps,

  -David J. Easter
  Sr. Product Manager, Service Management Business Unit

  BMC Software, Inc.




--
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Shyam Attavar
  Sent: Wednesday, January 10, 2007 1:16 AM
  To: arslist@ARSLIST.ORG
  Subject: AR System Support on Itanium/HP-UX 11.11 v2 support


  ** 
  Dear Listers,

  Our hardware infrastrucutre team is working on a hardware refresh plan and 
have been asking about BMC-Remedy's support of the AR System platform and ITSM 
suite of applications on the Itanium (IA64) platform running HP-UX 11.11 V2. 

  I have contacted support and have heard varying information indicating that 
the Itanium support should have been available in December to sometime in Q3 
2007. However, I was wondering if there is more consistent information anyone 
else might have heard or seen, I would be interested to know more regarding 
this topic, since this is not fully addressed anywhere I have been looking.

  TIA,
  --
  Shyam
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Re: Daylight savings time and Remedy system restarts

[Shyam Attavar]

Mike,

One other thing I would also keep an eye on - connecting from an older (pre 
7.x) version of the AR API to a 7.x version of the AR Server, there have 
been reports of memory leaks where the memory of the AR Server grew 
drastically in a very short period of time. The memory leaks may or may not 
impact your environment based on the number of records created in Remedy 
from Netcool. I did get confirmation from BMC Support that this was actually 
an issue on certain flavors of *NIX. Later on, I was also told by BMC 
Support that these are now fixed and available in a 7.x AR Server patch. 
However, I have not really tested this yet.


Also, I have an oustanding call with Micromuse (IBM) for getting an updated 
version of the Remedy Gateway, just to be on the safe side and I recently 
heard that there may be a newer version of the Netcool Gateway compiled 
against the 7.x AR API. In any case, I would like to get my hands on the new 
gateway and the latest patch with the memory leak fix to test it on a 
sandbox/test environment before proceeding any further.


HTH,
--
Shyam

- Original Message - 
From: "Mike White" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
Sent: Wednesday, January 10, 2007 9:53 AM
Subject: Re: Daylight savings time and Remedy system restarts



David. Easter, listers,

 I'd like to throw another log on this fire.

 We're ARS 6.0.1 users.  We also use Full Text Search (FTS) as well as
a Netcool/Remedy bi-directional gateway.  FTS is not available in ARS 6.3,
and is re-introduced in ARS 7.0.  The problem is that the most-current
supported Remedy release for the Netcool gateway is ARS 6.3.  Catch-22.

 ARS 6.0 is still supported - and will be until ARS 7.5 is released
(well past the 03/11 time change), right?

 I've sent this to my account manager asking for his help or to
escalate.  Do any of you have any more insight in this area?

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]



 "Easter, David"
 <[EMAIL PROTECTED]To: 
arslist@ARSLIST.ORG

 .COM>cc:
 Sent by: "Action Subject:  Re: Daylight 
savings time and Remedy system restarts

 Request System
 discussion
 list(ARSList)"
 <[EMAIL PROTECTED]
 ORG>


 01/05/2007 16:04
 Please respond to
 arslist






**

That means we are immune to daylight savings time problems.


Patch 020 should still be loaded on 6.03 systems.  As previously posted, 
if

the patch is not loaded, the time calculations of operations that occur on
days between the new DST date and the old DST date may be off by one hour
depending on where in the system the time is calculated.  There is a
library within AR System that does not use the system clock to make its 
DST

calculations.  The patch updates this library to conform to the new DST
rules put forward by the Bush administration in 2005.  Since the AR System
server itself does use the system clock, many customers may be unaffected
by the DST change.  The library in question is used by some auxiliary
functions within AR System (e.g. the API and parts of the Mid-Tier).

BMC is doing some additional testing to determine what operations within 
AR

System would be affected were customers not to load the patch.  Once that
information is compiled, a notice will be sent to AR System customers and
made available as a Technical Bulletin.

You are correct that you would not be affected by the secondary issue of
workflow not firing during the actual change over to DST (2am - 3am) -
since the server would be turned off anyway.  I would strongly recommend
testing your configuration in a lab environment to see the full effects of
not loading AR System 6.03 Patch 020 if you choose not to load it.

Thanks,

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, January 05, 2007 12:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Daylight savings time and Remedy system restarts

**
Unless there are escalations that run during that hour (2:00 - 3:00 am)
that is either duplicated or not encountered at all.  As an aside, this
would include database backups, sync scripts with AD or other outside data
sources, etc.

So if you shut it down at say, 1:00 am to do a Db backup that ran from 
1:15
to 1:45 am, then didn't restart until after 3:00, I think you'd probably 
be

in the clear.  Someone can correct me if I'm wrong.

Rick

On 1/5/07, Dwayne Martin <[EMAIL PROTECTED]> wrote:
Hi everyone,

I understand from past discussions (see "Daylight savings time
again") that there may or may not be problem with Remedy and
daylight savings time, but patches are on the way.

E

Re: Thank you, David Easter

[Shyam Attavar]

David, Absolutely! It's great to have you on the list and provide valuable 
information/updates. Thanks again, -- Shyam
  - Original Message - 
  From: Rick Cook 
  Newsgroups: gmane.comp.crm.arsystem.general
  Sent: Thursday, January 11, 2007 8:05 AM
  Subject: OT: Thank you, David Easter


  ** 
  David, it's been said before, but I think it bears saying again. For all our 
complaints about the support site, or various BMC policies, we really 
appreciate you coming here to give us some information about Remedy releases 
and such.  It is really a stress-relieving thing to see that someone at BMC is 
paying attention to us, when it seems that so few there are.

  We may not always like what you have to say, but we always will appreciate 
you coming here to say it. 

  Thank you.

  Rick Cook

  Cook Enterprises

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Business Time/Holiday Time question

[Shyam Attavar]

Dear Listers,

We are in the process of setting up Business Time/Holiday Time for our support 
queues (groups). The groups are spread out across multiple timezones in North 
America and in other parts of the world. I have inherited the Remedy 
applications which have not been documented well enough especially with how the 
current Business Time/Holiday Time has been setup. I am in the process of 
reviewing HD 6.x documentation, but wanted to post the question just in case 
someone had additional information - including "what not to do", "things to 
watch out for", etc. 

I have a few questions that would help in formulating a plan to implement this. 
  a.. Does the OOB application utilize this inherently and what areas is this 
used in?
  b.. Are others using this functionality in a similar scenario. If so, what 
should we consider before embarking on this effort?
  c.. There are scenarios where the support individuals that are part of a 
given group are also spread out geographically and how to handle this scenario 
- define the Biz Time on a per group basis or individual basis?
  d.. Anything else that I should know about that may not be apparent?
We are running HD 6.x on AR System 6.3.x/Oracle 9.2.x running in a HP-UX 
environment

Any input/comments/insights regarding this type of effort would be greatly 
helpful.

Cheers
TIA,
--
Shyam

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Re: RANT: Diary fields in a dialog box....

[Shyam Attavar]

Joe,

In my opinion this would go into the RFE bucket. Maybe worth a shot, since 
BMC/Remedy uses diary fields in their OOB applications.

--
Shyam
  - Original Message - 
  From: Joe DeSouza 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, February 07, 2007 4:51 PM
  Subject: Re: RANT: Diary fields in a dialog box


  ** 
  Agreed, but it does tend to be a bit of a pain if you are doing something 
like viewing a record in a dialog box, and that record has diary fields, and 
you need to edit that diary field from the dialog box... What then without any 
workarounds such as setting the historical part into a read only field and 
having a display only field editable to push the new content...



  Maybe I didn't really word my original post properly.. When this dialog box 
is opened, it would be nice if the set field happens like it does for any other 
field, I'm not contesting that.. But diary fields in the dialog should have 
been able to recognize the historical part and open it in a histry box below 
the editable part just like it does when you open the record in a Modify mode...


   
  Joe



  - Original Message 
  From: "Grooms, Frederick W" <[EMAIL PROTECTED]>
  To: arslist@ARSLIST.ORG
  Sent: Wednesday, February 7, 2007 7:36:23 PM
  Subject: Re: RANT: Diary fields in a dialog box

  ** 
  I believe that is the correct workflow for the system to do. 

  You are doing a Set Fields to the diary field.  That always puts that data 
into the editable portion.  

  Why should it work differently on a Dialog than it would on a regular form?  
  How would the system know if you were wanting the data to be the historical 
data or just pre-populating data for the user to add to?

  Personally if I am doing something like that I put the historical data into a 
display only (read only) character field.

  Fred



--
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Joe DeSouza
  Sent: Wednesday, February 07, 2007 5:38 PM
  To: arslist@ARSLIST.ORG
  Subject: RANT: Diary fields in a dialog box


  ** 
  Wonder why is it Remedy has never addressed to the issue that if you open up 
a dialog box that contains a diary field, and there is a set field action that 
brings in values from a record on open of the dialog, the Diary field doesn't 
behave like its should have behaved. There is no uneditable historical part for 
the field and an editable one. Everything from history gets set to the editable 
part so if you want to edit its contents it adds all this plus what you add 
during the transaction, to the diary for each transaction

  Any idea as to whether or not this issue will ever be addressed to??
   
  Joe


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Re: CMDB 2.0 compatibility with ARS 6.x... (Corrected to Change 6.0)

[Shyam Attavar]

Joe,

I am also eagerly awaiting the white paper that will support running ITSM 
6.x on CMDB 2.x. However, I have heard that there are concerns about the 
complexity from a support perspective and BMC is re-evaluating this 
compatibility. Furthermore the upgrade path from such a configuration to 
ITSM 7.x or higher.


I would not hold my breath for the white paper

Cheers,
--
Shyam

- Original Message - 
From: "Joe DeSouza" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, March 20, 2007 4:40 PM
Subject: CMDB 2.0 compatibility with ARS 6.x... (Corrected to Change 6.0)


Disregard my previous email... my question actually is is 6.0 Change 
running on a 7.x ARS platform compatible with CMDB 2.0?


I know this might not be supported if you go strictly according to the 
compatibility matrix but am wondering if this combination could be made 
workable either directly or using some sort of a workaround.. Any good 
reasons besides the compatibility matrix why it would not work?


Joe




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Registering Remedy ODBC drivers (DLL) from the command line

[Shyam Attavar]

Dear Listers,

We install Remedy clients with WinInstall scripts and we don't typically enable 
the ODBC drivers that come with Remedy User installer. However, we have one set 
of users where we need to enable the ODBC drivers and was wondering how to 
enable this without having to reinstall the client for this group of people. 
Can any one of you kind souls educate me on how to register the ODBC DLL either 
from a command line or some kind of a script.

We are using Remedy Client version 6.3.0 Patch 20.

Thanks in advance.
Cheers,
--
Shyam

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Re: BMC Remedy AR System Web Client Survey

[Shyam Attavar]

MessageI could not have summarized this better...

Cheers,

--

Shyam

- Original Message - 

  From: Pierson, Shawn 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, July 24, 2007 8:17 AM
  Subject: Re: BMC Remedy AR System Web Client Survey


  ** 
  David,

  I think you are asking the wrong questions in your survey.  It's not so much 
that we want new features added to the products, but rather that we want 
stability, consistency, and ease of use.  This applies to the mid tier, email, 
the ITSM modules, etc.  It would be nice if BMC would take a break on 
developing new features and just make the ones they currently have work.

  Specific to the mid tier, I get tons of complaints about how slow it is, and 
statements like, "It's just a website, why is it slower than any of the other 
web-based apps we use?"  

  Shawn Pierson
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, July 24, 2007 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy AR System Web Client Survey


** 
> Anyone else ask that the Mail system be redone?

I hope not - since the survey is about improvements or enhancements to the 
web client / Mid-Tier...

While feedback in general on AR System is always appreciated, it would be 
best to limit comments within the survey to the topic being surveyed.

Thanks,

  David J. Easter
  Product Line Manager  
  AR System - BMC Service Management Business Unit

 






From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, July 24, 2007 7:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy AR System Web Client Survey


** 
Anyone else ask that the Mail system be redone?  I think it's time to stop 
tweaking it and remake it into something more flexible.  It's not bad now, but 
it could be a lot better.

Rick 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of John Sundberg
Sent: Tuesday, July 24, 2007 6:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy AR System Web Client Survey


** !true.

You could slow the user tool by 75% - then the MidTier would be 90%.

:)

-John




On 7/24/07, Jarl Grøneng < [EMAIL PROTECTED]> wrote: 
  ** 
  This statement is impossible to assume:

  - The web client performs at 90% the speed of the WUT for all 
applications - both custom and BMC "out-of-the-box" applications like ITSM

  :-)

  --
  Jarl 



  On 7/23/07, Easter, David < [EMAIL PROTECTED]> wrote: 
** 
Hi All,

  I would like to get some structured feedback on the web client / 
Mid-Tier provided with AR System.   I've created a quick survey (10 or so 
questions) on SurveyMonkey to gather this feedback.  To take the survey, please 
visit the following URL:

https://www.surveymonkey.com/s.aspx?sm=nefIVUt9P6Ljo9WdWKoT4A_3d_3d 

  Some things to keep in mind when taking this survey:

1) You may take the survey multiple times if you represent multiple 
customers.  Please be sure to provide a different company name each time if 
doing this.

2) These questions should not be construed as a statement of direction 
or strategy. Do not read more into this survey than it being just an 
information gathering tool.

3) Concise and civil answers are appreciated.

Thank you in advance for taking the survey.   Results will be shared at 
the end of the survey, which should run about 2 weeks.

  David J. Easter
  Product Line Manager   
  AR System - BMC Service Management Business Unit
 






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in it___ 

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-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED] __20060125___This posting was 
submitted with HTML in it___ __20060125___This posting was 
submitted with HTML in it___ __20060125___This posting was 
submitted with HTML in it___ 
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please e-mail sender. __20060125___This posting was 
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Re: Registering Remedy ODBC drivers (DLL) from the command line

[Shyam Attavar]

Thanks Dan!
Worked like a charm.
Cheers,
--
Shyam
  - Original Message - 
  From: CONDREA, Daniel 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, July 24, 2007 12:45 AM
  Subject: Re: Registering Remedy ODBC drivers (DLL) from the command line


  ** 
  KM-4778



--
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Shyam Attavar
  Sent: Tuesday, July 24, 2007 9:28 AM
  To: arslist@ARSLIST.ORG
  Subject: Registering Remedy ODBC drivers (DLL) from the command line


  ** 
  Dear Listers,

  We install Remedy clients with WinInstall scripts and we don't typically 
enable the ODBC drivers that come with Remedy User installer. However, we have 
one set of users where we need to enable the ODBC drivers and was wondering how 
to enable this without having to reinstall the client for this group of people. 
Can any one of you kind souls educate me on how to register the ODBC DLL either 
from a command line or some kind of a script.

  We are using Remedy Client version 6.3.0 Patch 20.

  Thanks in advance.
  Cheers,
  --
  Shyam
  __20060125___This posting was submitted with HTML in 
it___ __20060125___This posting was submitted with HTML in 
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Installing AR, Email, Approval, CMDB & ITSM on a failover server

[Shyam Attavar]

Dear listers,

We are in the process of setting up new hardware platform for Remedy server in 
our environment and I am not too sure how to install the AR Server on the 
failover server. Any help in this area would be really valuable.

Here are the details:

Oracle 10g R2 on a Linux Cluster
AR Server 7.0.1 p2, Email Engine, FB, Approval Server, CMDB, ITSM 6.x on a W2K3 
server
AR Mid-Tier 7.0.1 p2 on Linux boxes distributed across various geographies

Since the failover server is going to talk to the same Oracle instance as the 
production server, I am not entirely clear how to go about setting the 
secondary server with all the binaries and applications.

Thanks in advance,
--
Shyam

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Re: Installing AR, Email, Approval, CMDB & ITSM on a failover server

[Shyam Attavar]

Re: Installing AR, Email, Approval, CMDB & ITSM on a failover serverDave and 
Axton,

Thanks for your suggestions. I really appreciate your insight and sharing this 
with the rest of us

Cheers,
--
Shyam
  - Original Message - 
  From: Shellman, David 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Sunday, July 29, 2007 1:25 PM
  Subject: Re: Installing AR, Email, Approval, CMDB & ITSM on a failover server


  I almost did the same thing when I saw the linux reference.

  So it would require an install as an upgrade to get the directory and 
registry settings correct.

  Also sounds like a good idea to do a full export of forms and workflow first 
so that they could be reimported after the "upgrade" so that any mods to system 
forms would not be lost by the upgrade over write of forms and workflow.

  I need to do this in the next few weeks so it's been on my mind. Thanks for 
the workflow reminder.  

  Dave
  --
  [EMAIL PROTECTED] (Wireless)

  - Original Message -
  From: Action Request System discussion list(ARSList) 
  To: arslist@ARSLIST.ORG 
  Sent: Sun Jul 29 16:05:41 2007
  Subject: Re: Installing AR, Email, Approval, CMDB & ITSM on a failover server

  Oops, saw linux next to Oracle and though it was Remedy.  He could do
  an upgrade install to get the binaries in place.  It is also possible
  to mount file systems on Windows boxes as well, but you have to have
  the infrastructure.  Things are not so simple as copying a file system
  on Windows though, with the registry and the other weird things that
  have to be done.

  The trouble comes with the apps.  I am not sure if you can do the
  installation without importing the workflow/data for those apps.

  Axton Grams

  On 7/29/07, Shellman, David <[EMAIL PROTECTED]> wrote:
  >
  >
  >
  > Axton,
  >
  >  Since the AR System is on a Win server couldn't he simply do an install on
  > the failover server with it pointing to the production Oracle instance?  The
  > install would run as an upgrade using the same server name and all the
  > binaries, etc would be in the same directory structure.  He would need to
  > make sure that all the config files from the production server were copied
  > to the fail over server.
  >
  >  Dave
  >  --
  >  [EMAIL PROTECTED] (Wireless)
  >
  >
  >  - Original Message -
  >  From: Action Request System discussion list(ARSList) 
  >  To: arslist@ARSLIST.ORG 
  >  Sent: Sun Jul 29 15:08:22 2007
  >  Subject: Re: Installing AR, Email, Approval, CMDB & ITSM on a failover
  > server
  >
  >  We simply mount the filesystem on the failover server since the fs is
  >  not local.  All the files are the same, with a few exceptions.  Since
  >  each node has a different hostname, we update the Server-Name
  >  parameter in ar.conf (awk/sed) during the failover.  This is done in
  >  the arsystem script, which resides in the arsystem/bin directory.  One
  >  other exception is eie, since the eie instance names seem to be bound
  >  to the hostname/Server-Name for whatever reason.
  >
  >  We have a common hostname that is shared between the two servers, the
  >  server that gets the hostname is handled by Veritas vcs, as are the
  >  filesystem, monitoring/failover operations.
  >
  >  We monitor the armonitor process to trigger the failover; this way we
  >  give armonitor a chance to correct things before failing over.
  >
  >  Axton Grams
  >
  >  On 7/29/07, Shyam Attavar <[EMAIL PROTECTED]> wrote:
  >  > **
  >  >
  >  > Dear listers,
  >  >
  >  > We are in the process of setting up new hardware platform for Remedy
  > server
  >  > in our environment and I am not too sure how to install the AR Server on
  > the
  >  > failover server. Any help in this area would be really valuable.
  >  >
  >  > Here are the details:
  >  >
  >  > Oracle 10g R2 on a Linux Cluster
  >  > AR Server 7.0.1 p2, Email Engine, FB, Approval Server, CMDB, ITSM 6.x on
  > a
  >  > W2K3 server
  >  > AR Mid-Tier 7.0.1 p2 on Linux boxes distributed across various
  > geographies
  >  >
  >  > Since the failover server is going to talk to the same Oracle instance as
  >  > the production server, I am not entirely clear how to go about setting
  > the
  >  > secondary server with all the binaries and applications.
  >  >
  >  > Thanks in advance,
  >  > --
  >  > Shyam __20060125___This posting was
  >  > submitted with HTML in it___
  >
  > 
___
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Re: Installing AR, Email, Approval, CMDB & ITSM on a failover server

[Shyam Attavar]

Fred,
I am not really sure which is the best option. If shared does not update any 
WF, then that would be preferred. I have not really used that option, hence 
I am trying to get a feel for what options we have available to us.

Thanks,
--
Shyam
- Original Message - 
From: "Grooms, Frederick W" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, July 30, 2007 6:38 AM
Subject: Re: Installing AR, Email, Approval, CMDB & ITSM on a failover 
server



Would you want to install it as an Upgrade or a Shared?   I thought
Shared did not update any workflow?

Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Sunday, July 29, 2007 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Installing AR, Email, Approval, CMDB & ITSM on a failover
server



I almost did the same thing when I saw the linux reference.

So it would require an install as an upgrade to get the directory and
registry settings correct.

Also sounds like a good idea to do a full export of forms and workflow
first so that they could be reimported after the "upgrade" so that any
mods to system forms would not be lost by the upgrade over write of
forms and workflow.

I need to do this in the next few weeks so it's been on my mind. Thanks
for the workflow reminder.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 


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Re: AR System Developer Studio Wishlists

[Shyam Attavar]

Actually, if you think about it, the whole idea of multi-threaded 
applications are to address this type of scenario. The thread that is 
updating the object can be separate from the thread that is updating the 
synch database. Once the object is saved another thread is spawned to start 
the synch process, return the control back to the user and everyone is 
happy. I am sure there is more to it than what I just described. However, it 
is a very common feature on many other applications I have used and there 
are enough smart people at BMC-Remedy that can make this happen.

Cheers,
--
Shyam

- Original Message - 
From: "Axton" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, August 15, 2007 5:23 AM
Subject: Re: AR System Developer Studio Wishlists



I think the performance impact would be negligible to keep the sync
search database up to date real time.  Think about it, you are
updating or deleting maybe a dozen records each time you modify an
object...  It might add a bit of time to bulk updates.

Axton Grams

On 8/15/07, Rick Cook <[EMAIL PROTECTED]> wrote:
Nice list, Matt.  I would add one more to the third one - how about a tab 
in

each workflow object that shows every container in which it resides?  It
would be nice to see whether an Active Link I'm looking at runs in a 
Guide,
since there's no obvious marking (apart from clues like no firing 
condition)
on those presently.  And even if I know or suspect that an AL is in a 
Guide,

it's a pain to figure out which one it's in.

And on the Related Objects stuff - while I share your desire to keep it 
real

time, without some restructured storage mechanisms for that data, the
performance impact would make it not worth it.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Tuesday, August 14, 2007 8:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Developer Studio Wishlists

How about they fix the stuff they already have?

* Provide detailed, explanations for why each and every RFE is either:
Accepted, Rejected or Deferred.

* Keep the Search DB up to date without a Sync process. (one object at a
time when the object is changed.)

* Ability to add an object to a Packing List via a context menu in the 
Admin

tool lists windows. (And also from the individual object
windows)

* Use the "Related Workflow" idea on all "objects". (Like for menus, 
views)


* Ability to search for (or better have pre-indexed) hard coded string
values used in workflow. ( Qualifications, actions, etc...)

* Improve the ability of the Admin Tool to actually update "container"
windows when new objects are created, or when the Names are changed of 
any

of the items in the container.

* Integration to a server side Objects Source control system. (SVN would 
be

great, but anything that is not platform specific and hopefully open
sourced.)

* provide packing lists for each and every application they sell. So that 
it

is "easy" to get a list of everything that is OOB and to verify that "all
the right stuff" was installed.

* Improve the overall performance. Switching from action 1 to action 2 of 
an
active link should not require the client to cache all fields on the 
form(s)

involved every time the selected action is changed.


However... if we are in dream mode

* STOP using names as the unique identifier for an ARS object. An 
internal
GUID would go a long way to making the whole development process easier. 
(
Change a name and move it to production and it should stomp on the old 
name

of the object. )

* All ARS workflow should be runtime enabled. There should be no quality 
or

setting that a workflow action can do that can not be data driven at
runtime.

* The ability to script and "plugin" a new action would be fantastic.
(and a registry for these things on the server)

* A local field registry so that instead of just adding a "Character 
field"
you could add the "Foo" field.(That would have predetermined details, 
Field
ID, sizes, permissions, helptext, etc..) And if the registry is 
updated...

then all fields based on those registry fields would be modified as well
too. Increase the size of the Foo field from
25 to 254 and they change on all forms with that field.

* A "debug" mode that would allow all workflow logging but not actually 
do

any data changes to the DB.

* A "check point" model for all data on the server. So that test data 
could

be established, testing performed and the data set "rolled back"
to that check point before the testing was performed.

* The ability for any field to be "NOT logged" (as masked *** values) in 
all
log files. ( A setting on the field that can be applied to all field 
ID's,

Client side and server side.)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pic

OT: (possibly) - Remedy AR 7.0.1 on Oracle 10gR2 and Business Objects 6.5.1

[Shyam Attavar]

Dear listers,

I have a very weird situation with Oracle 10gR2 and Business Objects 6.5.1 and 
I am trying to find my way out of this conundrum.

We are in the process of upgrading our current AR Server 6.3.0 Patch 20 to AR 
Server 7.0.1 Patch 3. As part of this upgrade, we are moving our Oracle DB from 
9.2.x to 10gR2. However, as per Business Objects 6.5.1 is not supported on 
Oracle 10gR2, but we don't have enough time to upgrade Business Objects to the 
next version that supports 10g. Our options are for us to move back the Oracle 
to 9.2.x, so that current version of Business Objects can be supported, since 
we have a ton of reports that would be impacted. However, from a performance 
standpoint, I believe that 10g is much better for large data throughput, which 
we will have as part of the CMDB being populated from various Discovery 
Sources. 

I was wondering if any of you have been in this type of situation and been able 
to come up with a solution where you were able to stay with the Oracle 10g but 
still support Business Objects 6.5.1?

Any help or insight is really appreciated.

Thanks in advance.

Cheers,
--
Shyam

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Re: (possibly) - Remedy AR 7.0.1 on Oracle 10gR2 and Business Objects 6.5.1

[Shyam Attavar]

Thanks for the suggestion Eli. We are looking at this possibility - we could 
have separate Oracle 9.2.x instance to support Business Objects with the 
data being refreshed on a regular basis from our production Oracle 10gR2 
instance. However, the challenge is there a bunch of custom views (mostly 
joins, unions and such) that need to kept in synch between the two systems. 
Also the data load has to be done at the DB level to make it efficient and 
poses its own set of problems trying to keep the H tables and B tables also 
in synch...


I was looking to see if someone had created a DB link from Oracle 9.2.x to 
Oracle 10gR2 for the specific set of tables & views, so that the data is not 
transferred over, but just the views for reporting purposes to support 
Business Objects 6.5.1 are made available on 9.2.x.


I am not even sure if I this is possible at all, but I hope this makes sense 
to others that might be proficient in Oracle Databases.


Cheers,
--
Shyam

- Original Message - 
From: "Eli Schilling" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Thursday, August 23, 2007 9:14 PM
Subject: Re: (possibly) - Remedy AR 7.0.1 on Oracle 10gR2 and Business 
Objects 6.5.1



Not sure if its possible on Oracle but could you upgrade your production 
Oracle server and maintain a seperate 9.2 server to which BO would continue 
to point?  Then you could simply replicate/migrate/etc the necessary data on 
a recurring basis from the 10gR2 to the 9.2.x server.  It wouldn't be pretty 
nor would it be real-time but it might get you by until you can upgrade BO.






From: Action Request System discussion list(ARSList) on behalf of Shyam 
Attavar

Sent: Thu 8/23/2007 8:59 PM
To: arslist@ARSLIST.ORG
Subject: OT: (possibly) - Remedy AR 7.0.1 on Oracle 10gR2 and Business 
Objects 6.5.1



**
Dear listers,

I have a very weird situation with Oracle 10gR2 and Business Objects 6.5.1 
and I am trying to find my way out of this conundrum.


We are in the process of upgrading our current AR Server 6.3.0 Patch 20 to 
AR Server 7.0.1 Patch 3. As part of this upgrade, we are moving our Oracle 
DB from 9.2.x to 10gR2. However, as per Business Objects 6.5.1 is not 
supported on Oracle 10gR2, but we don't have enough time to upgrade Business 
Objects to the next version that supports 10g. Our options are for us to 
move back the Oracle to 9.2.x, so that current version of Business Objects 
can be supported, since we have a ton of reports that would be impacted. 
However, from a performance standpoint, I believe that 10g is much better 
for large data throughput, which we will have as part of the CMDB being 
populated from various Discovery Sources.


I was wondering if any of you have been in this type of situation and been 
able to come up with a solution where you were able to stay with the Oracle 
10g but still support Business Objects 6.5.1?


Any help or insight is really appreciated.

Thanks in advance.

Cheers,
--
Shyam
__20060125___This posting was submitted with HTML in 
it___


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Urgent: Installing CI Viewer on Linux

[Shyam Attavar]

Dear listers,

I have to get the CI Viewer working by Monday and was wondering if anyone has 
the following environment and how did you get the CI Viewer working in such an 
environment

Oracle 10gR2 on Linux Cluster
AR Server 7.0.1 Patch 2 with CMDB 2.0.1 Patch 3 on Windows 2003 Enterprise 
Server
AR Mid-tier 7.0.1 Patch 2 on Red Hat Linux ES (AS)

Since the CI Viewer is driven via the mid-tier even when accessing from Remedy 
User Tool, I have to have the CI Viewer installed on the Linux box where the 
mid-tier is running.

I already have a ticket open with Support. However, I thought of checking the 
list, just in case someone has come across this scenario and already solved it.

Thanks in advance.

Regards,
--
Shyam

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Re: Urgent: Installing CI Viewer on Linux

[Shyam Attavar]

Thanks Rick and Axton!

Where can I find the installer for just the CI Viewer? I guess that is my 
first question. Once I find that I have access to the Linux box to install 
it...


Thanks,
--
Shyam
- Original Message - 
From: "Axton" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Friday, August 24, 2007 1:30 PM
Subject: Re: Urgent: Installing CI Viewer on Linux



I believe the CI Viewer does nothing more than copy some files to the
WEB-INF/lib directory of the mid-tier and imports some data into the
Data Visualization Modules form.

Run the CI Viewer installer on the linux box.  If you don't have
physical access/display capabilities on the linux box, set up X so
that you can export your display to your local machine.

Axton

On 8/24/07, Shyam Attavar <[EMAIL PROTECTED]> wrote:

**

Dear listers,

I have to get the CI Viewer working by Monday and was wondering if anyone
has the following environment and how did you get the CI Viewer working 
in

such an environment

Oracle 10gR2 on Linux Cluster
AR Server 7.0.1 Patch 2 with CMDB 2.0.1 Patch 3 on Windows 2003 
Enterprise

Server
AR Mid-tier 7.0.1 Patch 2 on Red Hat Linux ES (AS)

Since the CI Viewer is driven via the mid-tier even when accessing from
Remedy User Tool, I have to have the CI Viewer installed on the Linux box
where the mid-tier is running.

I already have a ticket open with Support. However, I thought of checking
the list, just in case someone has come across this scenario and already
solved it.

Thanks in advance.

Regards,
--
Shyam __20060125___This posting was
submitted with HTML in it___




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Re: Urgent: Installing CI Viewer on Linux

[Shyam Attavar]

Great! Thanks Axton!
--
Shyam

- Original Message - 
From: "Axton" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Friday, August 24, 2007 1:44 PM
Subject: Re: Urgent: Installing CI Viewer on Linux



It's bundled with the cmdb install files.

Axton Grams

On 8/24/07, Shyam Attavar <[EMAIL PROTECTED]> wrote:

Thanks Rick and Axton!

Where can I find the installer for just the CI Viewer? I guess that is my
first question. Once I find that I have access to the Linux box to 
install

it...

Thanks,
--
Shyam
- Original Message -
From: "Axton" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Friday, August 24, 2007 1:30 PM
Subject: Re: Urgent: Installing CI Viewer on Linux


>I believe the CI Viewer does nothing more than copy some files to the
> WEB-INF/lib directory of the mid-tier and imports some data into the
> Data Visualization Modules form.
>
> Run the CI Viewer installer on the linux box.  If you don't have
> physical access/display capabilities on the linux box, set up X so
> that you can export your display to your local machine.
>
> Axton
>
> On 8/24/07, Shyam Attavar <[EMAIL PROTECTED]> wrote:
>> **
>>
>> Dear listers,
>>
>> I have to get the CI Viewer working by Monday and was wondering if 
>> anyone
>> has the following environment and how did you get the CI Viewer 
>> working

>> in
>> such an environment
>>
>> Oracle 10gR2 on Linux Cluster
>> AR Server 7.0.1 Patch 2 with CMDB 2.0.1 Patch 3 on Windows 2003
>> Enterprise
>> Server
>> AR Mid-tier 7.0.1 Patch 2 on Red Hat Linux ES (AS)
>>
>> Since the CI Viewer is driven via the mid-tier even when accessing 
>> from
>> Remedy User Tool, I have to have the CI Viewer installed on the Linux 
>> box

>> where the mid-tier is running.
>>
>> I already have a ticket open with Support. However, I thought of 
>> checking
>> the list, just in case someone has come across this scenario and 
>> already

>> solved it.
>>
>> Thanks in advance.
>>
>> Regards,
>> --
>> Shyam __20060125___This posting was
>> submitted with HTML in it___
>

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OT - Friday Humor - (Re: Remedy Skilled Professionals)

[Shyam Attavar]

Thanks gang, for making my day easier...
I had a great laugh since this turned out to be implied humor!
You are the best!!!
Cheers,
--
Shyam

- Original Message - 
From: "Watson, Benjamin A." <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Friday, August 24, 2007 1:25 PM
Subject: Re: Remedy Skilled Professionals


I take it that those RSPs with read licenses can only watch handshakes or 
initiate their own and cannot participates in handshakes started by others.




From: [EMAIL PROTECTED] on behalf of Phil Murnane
Sent: Fri 8/24/2007 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Skilled Professionals



Actually, with most wetware systems, the grip can be virtualized to allow 
multiple simultaneous virtual handshakes.  Licensing considerations still 
apply, though.


--Phil

- Original Message 
From: Axton <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, August 24, 2007 1:05:19 PM
Subject: Re: Remedy Skilled Professionals


That was good; and if you don't properly release the grip, you have to
wait an hour before you can shake another's hand.

Axton

On 8/24/07, Heider, Stephen <[EMAIL PROTECTED]> wrote:
Ever since version 6.3 you are only able to shake one person's hand at one 
time.   If you are shaking someone's hand you must release the grip prior 
to shaking another hand, otherwise this would be a handshake violation :)


Stephen
Remedy Skilled Professional

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD

Sent: Friday, August 24, 2007 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Skilled Professionals

The new version of the secret handshake has a more customer-centric 
licensing system...


And beware!  As I understand, similar to other fraternal organizations, 
there are severe penalties for revealing the hand shake.  I heard that 
they invalidate your table qualifications and delete field-dependent 
workflow just for thinking of talking about it.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.

Sent: Friday, August 24, 2007 1:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Skilled Professionals

You have to buy separate licensing for it...

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington
(910) 962-7177


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng

Sent: Friday, August 24, 2007 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Skilled Professionals

?? What secret handshake?

-
Jarl

On 8/24/07, Rick Cook <[EMAIL PROTECTED]> wrote:
> **
>
> Congratulations!  Be sure to practice that secret handshake...
>
> Rick 
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
> Sent: Friday, August 24, 2007 11:25 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Skilled Professionals
>
>
> **
>
>
> ...and as of today, me too!
>
>
>
>
>
> Stephen
>
> Remedy Skilled Professional
>
>
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Bowen, Marc
> Sent: Tuesday, July 31, 2007 1:25 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Skilled Professionals
>
>
>
> Me too.
>
>
>
>
> Marc Bowen
> Remedy Skilled Professional
>
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rootuja Ghatge
> Sent: Tuesday, July 31, 2007 1:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Remedy Skilled Professionals
>
>
>
> I'm an RSP.
>
>
>
> -Rootuja Ghatge
>
>
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Scott Ames
> Sent: Tuesday, July 31, 2007 8:01 AM
> To: arslist@ARSLIST.ORG
> Subject: Remedy Skilled Professionals
>
> **
>
>
> How many Remedy Skilled Professionals are out there?
>
>
>
>
> __20060125___This posting was submitted
> with HTML in it_20060125___This
> posting was submitted with HTML in it___
>
>
> ***
>
>
> The information in this email is confidential and may be legally 
> privileged.
> It is intended solely for the addressee. Access to this email by anyone 
> else

> is
> unauthorized. If you are not the intended recipient, any disclosure,
> copying,
> distribution or any action taken or omitted to be taken in reliance on 
> it,

> is
> prohibited and may be unlawful. When addressed to our clients any 
> opinions

> or
> advice contained in this email are subject to the terms and conditions
>

Re: User Tool 7.0.01 and Modify All

[Shyam Attavar]

We have run into the identical issue on the CHG:Task form just yesterday on 
7.0.1 Patch 3 and Patch 4 user tool. We opened a ticket with Remedy and I am 
hoping we get a fix for this ASAP. 
Regards,
--
Shyam
  - Original Message - 
  From: John Kovalcik 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Friday, September 07, 2007 6:50 AM
  Subject: User Tool 7.0.01 and Modify All


  ** 
  Listers, 

  I have run in to a problem doing a Modify all on the 7.0.01 user 
tool.  When doing a modify all on CHG:Task, if the first record has a blank 
assignee, then it will NULL out all assignee's in the following records.  Has 
anyone seen this issue ?  It doesn't do it in the 6.x usertool.   



   Thanks,
 John M. Kovalcik
 Service Management Sr. Analyst
ITIL Foundations Certified
 Global Information Technology
 Kennametal Inc. 
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Re: rebuilding a dev environment

[Shyam Attavar]

When you export the aradmin user -- this is at the Oracle DB level, which means 
your production environment is replicated back to your development environment. 

I have been using this for a few years now and works like a charm. However, BMC 
Support claims this is unsupported. Nevertheless, this mechanism has not failed 
me.

Cheers,
--
Shyam
  - Original Message - 
  From: Soria, Joe 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Tuesday, September 18, 2007 1:11 PM
  Subject: Re: rebuilding a dev environment


  ** ** 
  Kelly,

   

  Do you also export the data? If so, how do you bypass the row limit for the 
dev environment?

   

  Joe

   

  -Original Message-
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Hundley, Kelly G.
  Sent: Tuesday, September 18, 2007 8:10 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: rebuilding a dev environment

   

  This is unsupported but I've done it many times.  There may be a faster way, 
but this works for me.   Install oracle then ARS and applications to get the 
tables in place.  Export the production aradmin user.  Drop the aradmin user 
from development and import it from production.  Works like a charm.

   

  K.

   

  (Note: I am a little behind the times with Oracle 9.2.8, 6.3 ARS and 5.6 
applications)

   

   



  Kelly G. Hundley

  Systems Administrator

  Information Systems

  Wake Forest University

   


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Frex Popo
  Sent: Tuesday, September 18, 2007 9:17 AM
  To: arslist@ARSLIST.ORG
  Subject: rebuilding a dev environment

   

  ** 

  Hi eveyone,

   

  I have a dev machine with ITSM6.0 which is in a total mess .. I need to 
rebuild it by copying the production instance (i.g. oracle database, remedy 
server, mid-tier etc) to the dev machine ...

   

  Anyway easy way of doing this. This is the first time I am taking on a job 
like this so as you would imagine, any advise, recomendations, help, KB's would 
be very very much appreciated.

   

  Let me know if you need any more info.

   

  Thanks

  frex




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Help - No outgoing emails from Email Messages form

[Shyam Attavar]

Dear Listers,

We are in the process of upgrading to AR System 7.0.1 P2 on a Windows 2003 
server.

I upgraded the AR System 6.3.0 P20 to 7.0.1 Patch 2 using the installer. I also 
upgraded the email engine to 7.0.1 P2

I have configured the email engine identical to our current production instance 
(process only outgoing email). I have restarted the Email Engine and the AR 
Server, but the email messages are not going out of the Remedy server. I get 
the following error in the email message record for the failed message: 
  Not connected 

  java.lang.IllegalStateException: Not connected

  at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398)

  at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489)

  at 
com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:363)

  at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:212)

  at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

  at java.lang.Thread.run(Unknown Source)

The email configuration is sending emails out of our current environment 
without any issues. 

I have not looked at the KB on the support site yet. That is my next step. But 
I thought I would ask the list before I go to support.

Is this an issue with 7.0.1 Patch 2 email engine? Anyone else has seen 
something similar in their environments? 
Any ideas/insights anyone of can share on what might be causing this - how to 
debug this further and what actions to take to solve this issue? 

Appreciate any input in helping me move forward with this issue.

Thanks in advance,
--
Shyam

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Re: Help - No outgoing emails from Email Messages form

[Shyam Attavar]

-0800
  C: USER blip
  S: +OK Password required for blip
  C: PASS remedy 
  S: +OK Maildrop has 0 messages (0 octets)
  C: STAT
  S: +OK 0 0
  C: QUIT
  S: +OK stubby.ntense.Remedy.COM POP3 server closing connection





  Document ID:  KM-00011522 



   
  On 9/19/07, Shyam Attavar <[EMAIL PROTECTED]> wrote: 
** 
Dear Listers,

We are in the process of upgrading to AR System 7.0.1 P2 on a Windows 2003 
server.

I upgraded the AR System 6.3.0 P20 to 7.0.1 Patch 2 using the installer. I 
also upgraded the email engine to 7.0.1 P2

I have configured the email engine identical to our current production 
instance (process only outgoing email). I have restarted the Email Engine and 
the AR Server, but the email messages are not going out of the Remedy server. I 
get the following error in the email message record for the failed message: 
  Not connected 

  java.lang.IllegalStateException: Not connected

  at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398)

  at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489)

  at 
com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:363)

  at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:212)

  at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

  at java.lang.Thread.run(Unknown Source)

The email configuration is sending emails out of our current environment 
without any issues. 

I have not looked at the KB on the support site yet. That is my next step. 
But I thought I would ask the list before I go to support.

Is this an issue with 7.0.1 Patch 2 email engine? Anyone else has seen 
something similar in their environments? 
Any ideas/insights anyone of can share on what might be causing this - how 
to debug this further and what actions to take to solve this issue? 

Appreciate any input in helping me move forward with this issue.

Thanks in advance,
--
Shyam
__20060125___This posting was submitted with HTML in 
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RESOLVED: Help - No outgoing emails from Email Messages form

[Shyam Attavar]

I feel silly telling you all that the issue was with the IP address for the 
SMTP server. 
Once I fixed the IP Address, outgoing email messages are being sent as expected.

Thanks all,
--
Shyam
  - Original Message - 
  From: Shyam Attavar 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, September 19, 2007 6:53 PM
  Subject: Help - No outgoing emails from Email Messages form


  ** 
  Dear Listers,

  We are in the process of upgrading to AR System 7.0.1 P2 on a Windows 2003 
server.

  I upgraded the AR System 6.3.0 P20 to 7.0.1 Patch 2 using the installer. I 
also upgraded the email engine to 7.0.1 P2

  I have configured the email engine identical to our current production 
instance (process only outgoing email). I have restarted the Email Engine and 
the AR Server, but the email messages are not going out of the Remedy server. I 
get the following error in the email message record for the failed message: 
Not connected 

java.lang.IllegalStateException: Not connected

at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1398)

at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:489)

at 
com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:363)

at com.remedy.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:212)

at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

at java.lang.Thread.run(Unknown Source)

  The email configuration is sending emails out of our current environment 
without any issues. 

  I have not looked at the KB on the support site yet. That is my next step. 
But I thought I would ask the list before I go to support.

  Is this an issue with 7.0.1 Patch 2 email engine? Anyone else has seen 
something similar in their environments? 
  Any ideas/insights anyone of can share on what might be causing this - how to 
debug this further and what actions to take to solve this issue? 

  Appreciate any input in helping me move forward with this issue.

  Thanks in advance,
  --
  Shyam
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Re: Attachments getting out of contol

[Shyam Attavar]

I am positive one can use the file system plug-in and some custom workflow 
to do this. However, I have not done this myself. Not sure if anyone else on 
the list has done this at all?

--
Shyam

- Original Message - 
From: "Timothy Rondeau" 

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, February 09, 2009 7:26 AM
Subject: Attachments getting out of contol


Hi,

Hi,

We are running ITSM 7 ar 7.0.1 patch 2 on SQL DB.

Looking to see if it is possible to store attachments outside of the 
database?


Attachments are just getting to big.

Thanks

Tim

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Re: Implementing data driven notifications

[Shyam Attavar]

Vamsi,

One of the developers I worked with had built something similar on AR System 
5.1.2 many years ago. It was a subscription mechanism where users could 
subscribe to the tickets based on certain categorization values. I had to 
maintaining the code for a little bit, but don't recall much of how it was 
built. I'll describe what I do remember and if you have further questions, 
email me offline and we can take this further.

The whole mechanism was built as data driven architecture.

There was a subscription dialog which users would launch and subscribe to 
get notified on based on the various categorization available in the system. 
The records for each user would be stored in a back-end form. When the 
subscription was saved a record was added to another back-end form, where 
the list of users that need to be notified for a given set of categorization 
and for a specific status value (ex: New, WIP, Resolved). When a record was 
either created or went to one of the states, the list of users would get 
notified. So, this design took into account the a categorization and status 
value combination (which makes a two way matrix for building the 
notification list). The notifications were only for one form, so this is not 
exactly what you are asking for, but we could extend the design further to 
allow for notifications from multiple forms. The one caveat that I would 
watch for is one would have to create a multi-dimensional matrix, so 
generating the list of users to be notified would be more complex.


I know my description is a bit sketchy, but I hope this helps you move in 
the right direction with your design.


Cheers,
--
Shyam

- Original Message - 
From: "SriVamsi Patchipulusu" 

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Thursday, February 26, 2009 9:40 AM
Subject: Implementing data driven notifications



All,
I know the following is not something that can't be done.
Just would like to know what are some of the best practices people are 
using

for notifications
in custom built applications ( not ITSM)  with little to none admin code
changes for future maintainance.

Currently we have several Notify filters spread across several forms in 
our

custom built apps,
Some are having hard coded groups,user names and some are data driven to
that particular form/app.
We would like to streamline this and make it generic as much as possible
with mostly data driven.

Anyone implemented notifications that covers  all the apps?
Something  like triggering notifications from external form (not part of
apps) as a blackbox with
 Subject , To , body , subscribing/removing users or groups are data
driven.
End users can create new notifications them self, with their own 
To,Subject,

Body  without remedy code changes.

Thanks,
Vamsi 


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Re: OT - Disk encryption

[Shyam Attavar]

Credant (http://www.credant.com/) is another disk encryption that we use.
  - Original Message - 
  From: Axton 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Thursday, May 14, 2009 11:27 AM
  Subject: Re: OT - Disk encryption


  ** http://www.winmagic.com/products/securedoc_disk_encryption is another that 
I've worked with.


  On Thu, May 14, 2009 at 11:04 AM, Dave Saville  wrote:

I know a lot of you work in sensitive areas - So, any experiences with
whole disk encryption software for XP?

Currently I am looking at:

PGP  Whole Disk Encryption
DESlock+
And a new kid on the block, ZoneCentral

TIA

--
Regards

Dave Saville


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Re: Auto Ticket Creation

[Shyam Attavar]

Sucheta,
Not sure I understand your question/request. Are you asking about 
integration using the web that creates tickets OR are you asking about the 
ability to generate tickets automatically within Remedy based on certain 
events?

--
Shyam
- Original Message - 
From: "sucheta lakhe" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Friday, August 15, 2008 8:59 AM
Subject: Auto Ticket Creation



Hi Listners,


Need to discuss what all tools, application can be used for Auto creation 
of Ticket in Remedy system 6.3 via web


thanks







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AR Server 7.0.1 -- very sensitive to network hiccups

[Shyam Attavar]

Dear Listers,

Have any of you noticed that AR Server 7.0.1 Patch 2 is very sensitive to 
network hiccups. 

Here's our current setup for the AR System:

Oracle 10g R2 running on a remote RHEL cluster
AR Server 7.0.1 Patch 2 running on Windows 2003 Server
ITSM 6.x 

For a while the behavior seemed very stable in this setup. However, off late, 
we are noticing that any minor hiccups in the network traffic between AR Server 
and the Oracle DB is causing AR Server process to crash and hence has to be 
restarted manually. This has happened at least three times in the last four 
weeks. I know that AR Server has been fairly resilient to the DB not being 
available for a few minutes and would reconnect once DB was available. However, 
that is not what we have noticed over the last few weeks. I already have a 
ticket open with Support and am waiting to reproduce this issue, so that I can 
send the logs.

Just wondering if any one else has seen something similar. If so, what measures 
were taken to address this instability. Not sure if this is inherent to the AR 
System itself or this has something to do with the Oracle version we are 
running. 

Any feedback would be very valuable and much appreciated.

Regards,
--
Shyam

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Re: AR Server 7.0.1 -- very sensitive to network hiccups

[Shyam Attavar]

Lisa and Jason,

Thanks for sharing your experiences. I will let you all know what I find out 
from Support once I have sent them the log files and such.

Regards,
--
Shyam
  - Original Message - 
  ** 
  I have seen similar behavior with ARS 7.0.1(p003 I think) on Windows 2003 
with a remote SQL 2005 database.  The servers were connected to the same 1gb 
Foundry switch but for whatever reason they would look connections with 
eachother every once in a while.  Since they were Windows I could see that the 
network connection had been disconnected on both servers and reconnected.  
Usually Remedy would restart itself and recover but there were a few times 
where it gave up and I had to manually start it.

  Jason


  From: Shyam Attavar 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, September 03, 2008 12:45 PM
  Subject: AR Server 7.0.1 -- very sensitive to network hiccups


  ** 
  Dear Listers,

  Have any of you noticed that AR Server 7.0.1 Patch 2 is very sensitive to 
network hiccups. 

  Here's our current setup for the AR System:

  Oracle 10g R2 running on a remote RHEL cluster
  AR Server 7.0.1 Patch 2 running on Windows 2003 Server
  ITSM 6.x 

  For a while the behavior seemed very stable in this setup. However, off late, 
we are noticing that any minor hiccups in the network traffic between AR Server 
and the Oracle DB is causing AR Server process to crash and hence has to be 
restarted manually. This has happened at least three times in the last four 
weeks. I know that AR Server has been fairly resilient to the DB not being 
available for a few minutes and would reconnect once DB was available. However, 
that is not what we have noticed over the last few weeks. I already have a 
ticket open with Support and am waiting to reproduce this issue, so that I can 
send the logs.

  Just wondering if any one else has seen something similar. If so, what 
measures were taken to address this instability. Not sure if this is inherent 
to the AR System itself or this has something to do with the Oracle version we 
are running. 

  Any feedback would be very valuable and much appreciated.

  Regards,
  --
  Shyam
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Stability of AR Server 7.0.1 Patch 7

[Shyam Attavar]

Dear Listers,

Just looking for feedback on AR Server 7.0.1 Patch 7. I in the process of 
planning whether I should stick to Patch 5 or should I make it all the way to 
Patch 7 as part of my patching process for AR Server 7.0.1. 

>From what I have heard and seen Patch 5 is fairly stable and I have been using 
>it in our test environment for couple of weeks and I am fairly comfortable 
>moving forward with it. However I also heard today that Patch 7 is also very 
>stable. 

Just wondering if any of you have actually installed Patch 7 and provide any 
additional information on stability and known issues with this patch.

Thanks in advance

Regards,
--
Shyam

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Re: MSG:"Do you want to save request?"

[Shyam Attavar]

Looks like on display of the data there is an AL running which is setting some 
field(s) on the form you are getting the warning message and the field(s) do 
not have the disable change flag property enabled. Look at the offending ALs 
and then see which field(s) are being set from the ALs. Once you know the 
offending fields, if you were to open the field properties dialog, you will 
notice that there is an option at the left bottom of the main tab in the 
property page to check the Disable Change Flag option, if there is no check 
mark next to that option, you will get the warning you have been getting. Once 
you have this option checked for all the offending fields, you would not have 
to write the other AL that you have mentioned in your post.

Again, make sure you test this out with actually making a change to other 
fields on the form and those changes get saved. It is always better to be safe 
than sorry.

Cheers,
--
Shyam
  - Original Message - 
  From: Anuj DUA 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Thursday, November 13, 2008 10:01 PM
  Subject: MSG:"Do you want to save request?"


  **  
  Hello,

  I get the following message, when i move from one record to another in the 
search table of the form (ex CHG:ChangeJoinAPDetailSig) even when i have not 
made any changes on the record. 

  To stop this message from coming i need to explicitly write an Active link on 
Display/window load/search with Run Process "SET-CHANGE-FLAG 0" action.






  My concern is that when i do the same activity on some other form ( for ex. 
AP:Alternate), i dont get the above message even when i have not written any 
specific Active link.

  Could you please tell me  - 

  1) Why the two form behave differntly ?
  2) Is there any another way to stop the message from coming other than 
writing an Active link ? 




  With Regards,
  Anuj Dua 
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Re: Malloc failed on server CreateMultipleFields

[Shyam Attavar]

Have you tried restarting the AR Server? If not, doing that would be a 
start. I have seen this happen on AR System 7.0.1 whenever the remote Oracle 
DB is unreachable for a little while but later reconnects and it is not 
possible to make changes to an Server Object via the admin tool or import 
any object via the Migrator or the Admin Tool.


HTH,
--
Shyam

- Original Message - 
From: "bruce sisk" 

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, January 05, 2009 9:15 AM
Subject: Malloc failed on server CreateMultipleFields


I am receiving this error when trying to migrate an existing form with 
several new fields.


This is a brand new installation of ars 7.1.0 patch 5 with itsm 7.0.3 
patch 8.


It is a windows 2003 server connecting to a remote Oracle 10.2.0.3.0 - 
64bi configured in a RAC.


If I try to manually copy and paste multiple fields to the form via the 
admin tool...I get an Unable to save form box.  If I click OK...and 
resave...I will get the Unable to Save box for each new field being 
added...then it will save normally.


I have never encountered this before...anybody else seen this??  Any 
ideas??


Bruce Sisk
BFS Enterprises


PeoplePC Online
A better way to Internet
http://www.peoplepc.com



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Re: CMDB2 - what class for network hardware?

[Shyam Attavar]

I believe in the CMDB 2.x best practices class they touch upon this item and 
recommend using the ComputerSystem class for tracking any networking HW with 
what Jarl has indicated below. We are in the process of using the mechanism 
recommended without creating our own classes, since this is an added 
overhead maintaining the system. However, there are couple of other areas 
where we have to use custom classes. I am not there yet in the 
implementation.

--
Shyam
- Original Message - 
From: "Jarl Grøneng" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, October 01, 2007 10:57 AM
Subject: Re: CMDB2 - what class for network hardware?



BMC.CORE:BMC_ComputerSystem: PrimaryCapability = "Router"
BMC.CORE:BMC_ComputerSystem: PrimaryCapability = "Switch"


--
Jarl

On 10/1/07, Covert, Jack <[EMAIL PROTECTED]> wrote:

**



Hi guys.  For those of you using CMDB 2, what classes are you using to 
store

your network hardware (switches, routers, etc.).



Jack



Corporate IT

Enterprise Systems Management

Remedy Support Team





Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy

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Re: Building a temporary test server on the same box as development

[Shyam Attavar]

Make sure your development server and the new server you are setting up are 
not using the portmapper and connecting using specific ports for each of the 
servers.

--
Shyam

- Original Message - 
From: "Howard Richter" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, October 03, 2007 7:37 AM
Subject: Building a temporary test server on the same box as development



All,



I need to build a temporary test server on the same box that development 
is

on and I am going to try something to save a couple of days of work, but I
am not sure it will work. My licenses were built with multi server enabled
and I am on Solaris.



1. I was going to copy my binaries from my install directory to another
directory.

2. Modify ar.conf and arsystem with the new directory name.

3. Copy /etc/arsystem/current server name to /etc/arsystem/new server name

4. Then point the server to another database copy of production

And then at the end relicense the new server.



Is there something missing? Should I just not go down this path and just 
do

a full install and then copy the production database?



As always thanks for your advice,




--
Howard Richter

Remedy ServiceDesk Manager
CedarCrestone Managed Services Center 


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Pointing existing AR Server to another Oracle DB Instance

[Shyam Attavar]

Dear Listers,

I have a situation where I have an existing AR Server instance running on W2K3 
SP2 and a need to point this server alternatively to two DB instances on Oracle 
10gR2 in a Linux cluster. 

Anyone know how to change the TWO_TASK setting on an ongoing basis alternating 
between two instances? 
Is this approach even recommended or should I opt for another mechanism?

Thanks in advance,
--
Shyam

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Re: Pointing existing AR Server to another Oracle DB Instance

[Shyam Attavar]

Re: Pointing existing AR Server to another Oracle DB InstanceThanks for the 
suggestion Dave.

BTW, Which config file are you referring to where the TWO_TASK setting that 
needs to be changed?
--
Shyam
  - Original Message - 
  From: Shellman, David 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Sunday, October 07, 2007 11:43 AM
  Subject: Re: Pointing existing AR Server to another Oracle DB Instance


  You could set up two config files with the alternating TWO_TASK settings.  
Then schedule a job that would copy the appropriate file over the config file.  
The job would also need to cycle the server to read the new config.

  Dave
  --
  [EMAIL PROTECTED] (Wireless)

  - Original Message -
  From: Action Request System discussion list(ARSList) 
  To: arslist@ARSLIST.ORG 
  Sent: Sun Oct 07 14:32:32 2007
  Subject: Pointing existing AR Server to another Oracle DB Instance

  **
  Dear Listers,

  I have a situation where I have an existing AR Server instance running on 
W2K3 SP2 and a need to point this server alternatively to two DB instances on 
Oracle 10gR2 in a Linux cluster.

  Anyone know how to change the TWO_TASK setting on an ongoing basis 
alternating between two instances?
  Is this approach even recommended or should I opt for another mechanism?

  Thanks in advance,
  --
  Shyam
  __20060125___This posting was submitted with HTML in it___


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Re: Pointing existing AR Server to another Oracle DB Instance

[Shyam Attavar]

Re: Pointing existing AR Server to another Oracle DB InstanceThanks Dave!
--
Shyam
  - Original Message - 
  From: Shellman, David 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Sunday, October 07, 2007 12:45 PM
  Subject: Re: Pointing existing AR Server to another Oracle DB Instance


  That would depend on your operating system.  On Windows it's ar.cfg.  I think 
on Solaris it was ar.conf.

  Dave
  --
  [EMAIL PROTECTED] (Wireless)

  - Original Message -
  From: Action Request System discussion list(ARSList) 
  To: arslist@ARSLIST.ORG 
  Sent: Sun Oct 07 15:07:25 2007
  Subject: Re: Pointing existing AR Server to another Oracle DB Instance

  ** 
  Thanks for the suggestion Dave.

  BTW, Which config file are you referring to where the TWO_TASK setting that 
needs to be changed?
  --
  Shyam

  - Original Message -
  From: Shellman, David  
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG
  Sent: Sunday, October 07, 2007 11:43 AM
  Subject: Re: Pointing existing AR Server to another Oracle DB Instance


  You could set up two config files with the alternating TWO_TASK 
settings.  Then schedule a job that would copy the appropriate file over the 
config file.  The job would also need to cycle the server to read the new 
config.
 
  Dave
  --
  [EMAIL PROTECTED] (Wireless)
 
  - Original Message -
  From: Action Request System discussion list(ARSList) 

  To: arslist@ARSLIST.ORG 
  Sent: Sun Oct 07 14:32:32 2007
  Subject: Pointing existing AR Server to another Oracle DB Instance
 
  **
  Dear Listers,
 
  I have a situation where I have an existing AR Server instance 
running on W2K3 SP2 and a need to point this server alternatively to two DB 
instances on Oracle 10gR2 in a Linux cluster.
 
  Anyone know how to change the TWO_TASK setting on an ongoing basis 
alternating between two instances?
  Is this approach even recommended or should I opt for another 
mechanism?
 
  Thanks in advance,
  --
  Shyam
  __20060125___This posting was submitted with HTML 
in it___
 

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Re: ARSystem 7.1 / Itanium

[Shyam Attavar]

Kevin,

Not sure I can answer your questions. But following was the thought process 
we had when we were considering moving to Itanium platform with HP 11i v2 a 
few months back:
- First, the support for this platform through an emulator, which in our 
opinion is not the best option from a performance perspective, especially in 
a production environment.
- Second, the complete new architecture of the Itanium platform (and its 
idiosyncrasies) + the support model for HP-UX not being the first tier from 
an OS perspective by BMC-Remedy
- Third, lack of skill set (being developed as I write this email) in our IT 
department for supporting applications in an Itanium environment.


Hence our decision to move to split architecture with Linux Cluster on the 
back-end for the Oracle Database, Windows 2003 Server for Remedy Server and 
Linux servers with load balancer for our mid-tier. We have been live on this 
for a few weeks and are very happy with the overall performance and HW 
configurations we chose for our setup.


HTH,
--
Shyam

- Original Message - 
From: "Kevin Murray" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Monday, October 08, 2007 2:13 AM
Subject: ARSystem 7.1 / Itanium



HI All,

Long'ish shot given how new 7.1 is.but:

1) Are you running ARSystem 7.1 on the Itanium platform (OS: HP 11i v2
or v3) through the ARIES emulator today?
2) If so, Is it your Production environment or not? How has it
performed so far using bespoke app or (any) OOTB application? Do you
do any benchmarking before the move? and what were the results (if
your permitted to share)
3) If not currently on an Itanium platform, Does your organisation
have plans to go to it in the short-term (<6 mths)?

Any comments in this space welcome.

Thanks In Advance,
Kevin



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Re: Disabling all fileds in a form

[Shyam Attavar]

I believe Matt is alluding to having a data driven setup that walks a table
to disable the fields (list of fields to be disabled are specified in
another form) and would require a AL Call Guide to loop over the table field
entries and the guide itself will have an AL with one action to disable the
field.

If one chooses to hard code the list of fields in the AL action(s), then
what you are suggesting makes sense...

Cheers,
--
Shyam
- Original Message - 
From: "Rick Cook" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Thursday, November 22, 2007 2:23 PM
Subject: Re: Disabling all fileds in a form



Wouldn't that Guide still be calling the same AL(s)?  Why add a layer of
overhead to it, unless it was needed as a subroutine to use from other
places?

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, November 22, 2007 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Disabling all fileds in a form

Well... Or one active link action could call a guide. That guide could 
have
as many active links/actions needed to disable/enable as many fields as 
you

want.

Your guide could even be setup to loop over a hidden table field and
dynamically change fields attributes. (Hidden/disable ect...) based on the
data in the table field. So you could configure your data into groups (via
some kind of tag in the data) that an external qualification could use to
select the correct records for that trip to the guide.

Sure it is not "just one action", but it can be done in very few total
active links with data supporting flexibility and run time configuration
changes too.

Just a thought or three.

And.. to all of you who take part in that great American tradition of 
eating

way, way to much once a year (yea, right)  Happy Thanksgiving to all.
Now put down that fork and get back to making those active links. :)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Nov 22, 2007 2:30 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

**

Nope - change fields only allow one field per action.  However, you
can have
25 actions on the same AL, so to the user, the difference is transparent.
Doesn't matter where on the form the fields are.

Rick

 From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Marek Marek
Sent: Thursday, November 22, 2007 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Disabling all fileds in a form

**
Hi listeners,

Is there any way of disabling all fields with one action of an Active

Link.

These fields are located on a few tabs and cannot be just hidden but
disabled.
Any help would be appreciated.
Thanks



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Re: Atrium Integration Engine

[Shyam Attavar]

We are using AIE to bring in data from an external Inventory Database (not one 
that has a predefined mapping). The good thing is the mapping is simple to 
create, since the CMDB CDM classes are readily available. However, the bigger 
challenge for us was to get the external data (which is in a flat data 
structure) organized in such a fashion as to map to the CDM. We have been doing 
incremental get from the source data and building relationships. I have not 
really seen any performance issues.

However, the UI is clunky and counter intuitive (in many places). But once I 
figured out the ones that I cared about, it was easy to get used to...

BTW, we also have BMC Topology Discovery and that has an automatic feed into 
the CMDB via the CMDB API. However, there is no control over what data goes 
into the CMDB -- and this has been a drag for us, since anything that was 
discovered was dumped into CMDB, so drawing meaningful conclusions from the 
CMDB has been a royal pain, especially when trying to provide a simple way for 
the Service Desk to use this data in a simple manner. So, building another set 
of AIE jobs to bring data from TD, instead of using the OOB integration is an 
option we are considering instead of writing another set of API programs to do 
what TD is already doing.

Cheers,
--
Shyam
  - Original Message - 
  From: Thad K Esser 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, December 05, 2007 11:56 AM
  Subject: Re: Atrium Integration Engine


  ** 
  And I'd be one of those that have used Croom's product successfully (in a 
previous life).  Its a great product. 

  I think one of the pieces I was missing was that AIE offers adapters to link 
different types of databases (I see that in the manuals now - it just didn't 
register with me the first time through).  But other than providing those 
links, I'm not getting how it simplifies an integration or offers performance 
improvements over building my own?  Does it come with predefined mappings for 
CMDB?  It seems I'd still have to create all those anyway. 

  Apparently, I'm being dense this week -  I appreciate the patience. 

  Thad Esser
  Remedy Developer
  "Argue for your limitations, and sure enough, they're yours."-- Richard Bach 


"Gidd" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
12/05/2007 11:07 AM Please respond to
  arslist@ARSLIST.ORG 


   To arslist@ARSLIST.ORG  
  cc  
  Subject Re: Atrium Integration Engine 

  

   



  Drew,

  The other alternative is of course to use Croom Consulting's
  Link to External Databases which is an ARDBC-Plug-in and it comes in many
  popular flavors DB2, Oracle, Sybase, MS SQL, MySQL and etc.

  http://www.buoyantsolutions.net/External_DB.html

  There are many on this list that have used this solution successfully.


  Regards...Gidd




  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
  Sent: Wednesday, December 05, 2007 9:23 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Atrium Integration Engine

  Thad,

  AIE provides a decent integraion point between Remedy and other databases.
  The interface is a little clunky, but it does what it's supposed to do. The
  alternative is to write your own interfaces.

  Drew


  On Tue, 4 Dec 2007, Thad K Esser wrote:

  > Hello,
  >
  > I'm looking for some input on the value of the Atrium Integration 
  > Engine - trying to decide if I want to use it or not.  In reading 
  > through the manuals, it seems overly complicated and not all that 
  > efficient, but if someone can tell me its the next best thing since 
  > sliced bread (and mean it), I would appreciate your thoughts.
  >
  > ARS 7.1
  > CMDB 2.1
  > ITSM 7.0.2 (minus AM)
  >
  > Thank you,
  > Thad Esser
  > Remedy Developer
  > "Argue for your limitations, and sure enough, they're yours."-- 
  > Richard Bach ***IMPORTANT NOTICE: This communication, including any 
  > attachment, contains information that may be confidential or 
  > privileged, and is intended solely for the entity or individual to 
  > whom it is addressed.  If you are not the intended recipient, you 
  > should delete this message and are hereby notified that any 
  > disclosure, copying, or distribution of this message is strictly 
  > prohibited.  Nothing in this email, including any attachment, is 
  > intended to be a legally binding signature.***
  >
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Re: CMDB 2.0 compatibility with ARS 6.x... (Corrected to Change 6.0)

[Shyam Attavar]

David,

You probably have better insight in this area and hence accurate information. 

Anyhow, all that I have heard/read over the last few months since BMCUW w.r.t. 
CMDB 2.x and ITSM 6.x being supported have been indicative of the ITSM 6.x 
patch being most likely a white paper (including some definition files) - hence 
my point of reference.

Cheers,
--
Shyam
  - Original Message - 
  From: Easter, David 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, March 21, 2007 10:58 AM
  Subject: Re: CMDB 2.0 compatibility with ARS 6.x... (Corrected to Change 6.0)


  ** 
  > I would not hold my breath for the white paper 

  It's not just a white paper to make BMC applications compatible with CMDB 
2.0x.  It will also require the applications to be patched.  While I'm not 
involved in that area of development, the latest I've heard is that it's still 
scheduled and has not been cancelled.  My guess would be that something 
official would be announced in late April or early May.

  Thanks,

  -David J. Easter
  Sr. Product Manager, Service Management Business Unit
  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:[EMAIL 
PROTECTED] On Behalf Of Rick Cook
  Sent: Wednesday, March 21, 2007 9:21 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: CMDB 2.0 compatibility with ARS 6.x... (Corrected to Change 6.0)


  ** 
  I think you're probably right, Shyam.  It probably wouldn't be delayed this 
long unless there were some strategic concerns at play.  For my $0.02, there 
are customers who have no intention of upgrading ITSM beyond v6 for the time 
being, understand that there is no easy upgrade path, and yet they would like 
the much improved CMDB CDM and enhanced functionality it offers for as long as 
they are on ITSM 6.  If support is such a major concern (and I am not at all 
saying it shouldn't be), then perhaps the white paper needs to include caveats 
that "Support on this is limited to.".  Then let the customers decide if 
they have the bandwidth and expertise available to fly pretty much solo on it, 
or wait until they want to upgrade ITSM. 

  Of course, experienced customers know that the first time or two through a 
new process like this, they're pretty much finding the bugs that QA did not 
anyway, and helping support to know how to navigate the minefields, so maybe 
they should release this in a limited fashion to a couple of high-profile 
companies that are willing to trade the extra work in return for getting this 
done early.  Of course, by the time that process is finished, it may be a 
completely moot point anyway, as ITSM 6 will be rolling toward the end of the 
supported products line. 

  Rick
   
  On 3/21/07, Shyam Attavar <[EMAIL PROTECTED]> wrote: 
Joe,

I am also eagerly awaiting the white paper that will support running ITSM
6.x on CMDB 2.x. However, I have heard that there are concerns about the 
complexity from a support perspective and BMC is re-evaluating this
compatibility. Furthermore the upgrade path from such a configuration to
ITSM 7.x or higher.

I would not hold my breath for the white paper 

Cheers,
--
Shyam

- Original Message -
From: "Joe DeSouza" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, March 20, 2007 4:40 PM
Subject: CMDB 2.0 compatibility with ARS 6.x... (Corrected to Change 6.0)


> Disregard my previous email... my question actually is is 6.0 Change
> running on a 7.x ARS platform compatible with CMDB 2.0?
>
> I know this might not be supported if you go strictly according to the
> compatibility matrix but am wondering if this combination could be made 
> workable either directly or using some sort of a workaround.. Any good
> reasons besides the compatibility matrix why it would not work?
>
> Joe
>

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Question regarding "Date" field NOT the "Date-Time" field

[Shyam Attavar]

Dear listers,

I am trying to run reports through Business Objects universe that directly 
points to the Remedy views in the Oracle DB. However, there is one field that 
is created as a Date field and I would like to convert the data stored in this 
field to something more meaningful in Business Objects. I was wondering if 
there is some calculation any of you have readily available to do this 
conversion.

Any pointers in this regard would be really helpful and much appreciated.

Thanks in advance.
Cheers,
--
Shyam

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Re: Question regarding "Date" field NOT the "Date-Time" field

[Shyam Attavar]

Joe/Frank,

The BO universe has been setup a while back pointing directly to the DB views & 
does not go through the ODBC Driver. I do not have the privilege to change this 
at the moment, since that application is owned by another department. Also, if 
the connection is through the ODBC driver, then the reporting load is handled 
by the AR Server (along with the other load it has to handle from the AR 
Clients) and not the DB directly. So, from a performance stand point I believe 
the current setup is desirable. 

If anyone believes that my understanding is incorrect, please feel free to 
correct me.

In any case, understanding what the integer value means in the Date field would 
really be helpful.

Cheers,
--
Shyam
  - Original Message - 
  From: Joe D'Souza 
  Newsgroups: gmane.comp.crm.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, April 18, 2007 8:45 PM
  Subject: Re: Question regarding "Date" field NOT the "Date-Time" field


  ** 
  To the best of my knowledge, no, but a workaround could be to create that 
join internally within the ARS and then report from BO out of that join..

  Another alternative could be to create the join from the DB, create a view 
form in the ARS from that join created in the DB, and then connect to BO using 
the AR System ODBC driver and report out of that view...

  There might be other options around too but I'm not feeling too creative 
right now it being nearly 11:40 PM...

  Cheers

  Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] Behalf Of Frank Caruso
Sent: Wednesday, April 18, 2007 7:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question regarding "Date" field NOT the "Date-Time" field


** Will the ARS ODBC driver allow the joining of tables(views)? I know it 
does not in excel, access and crystal. Does it work different in Business 
Objects?


On 4/18/07, Joe D'Souza <[EMAIL PROTECTED]> wrote: 
  ** 
  Is there any specific reason why you are not using the AR System ODBC 
driver to view the data tables?

  Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] Behalf Of Shyam Attavar
Sent: Wednesday, April 18, 2007 7:10 PM
To: arslist@ARSLIST.ORG
Subject: Question regarding "Date" field NOT the "Date-Time" field


** 
Dear listers,

I am trying to run reports through Business Objects universe that 
directly points to the Remedy views in the Oracle DB. However, there is one 
field that is created as a Date field and I would like to convert the data 
stored in this field to something more meaningful in Business Objects. I was 
wondering if there is some calculation any of you have readily available to do 
this conversion.

Any pointers in this regard would be really helpful and much 
appreciated.

Thanks in advance.
Cheers,
--
Shyam
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it___ 



-- 
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com 
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RESOLVED: Question regarding "Date" field NOT the "Date-Time" field

[Shyam Attavar]

Thomas/Fred,

Thanks for the conversion (I was able to pull the reports in a jiffy with the 
script) and for pointing me to the details in the documentation.

You guys are the best!!

Cheers,
--
Shyam

- Original Message 
From: Thomas Bean <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, April 19, 2007 7:45:24 AM
Subject: Re: Question regarding "Date" field NOT the "Date-Time" field


Shyam,
If you are using an Oracle DB, there is a very simple native function you 
can use to convert the date fields:

select to_char(to_date(2449992, 'J'), 'MON-DD-') from dual;

In the above example, simply replace the value '2449992' with the column 
name of the date field from the Remedy view.

HTH,

Thomas

- Original Message - 
From: "Shyam Attavar" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, April 18, 2007 18:10
Subject: Question regarding "Date" field NOT the "Date-Time" field


Dear listers,

I am trying to run reports through Business Objects universe that directly 
points to the Remedy views in the Oracle DB. However, there is one field 
that is created as a Date field and I would like to convert the data stored 
in this field to something more meaningful in Business Objects. I was 
wondering if there is some calculation any of you have readily available to 
do this conversion.

Any pointers in this regard would be really helpful and much appreciated.

Thanks in advance.
Cheers,
--
Shyam 

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Re: Upgrading to CMDB 2.0

[Shyam Attavar]

You should probably contact your Sales Representative or BMC Support to find 
out if there is any further information regarding this. 

Cheers,
--
Shyam


- Original Message 
From: Roney Samuel Varghese <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, May 24, 2007 10:50:07 PM
Subject: Re: Upgrading to CMDB 2.0

** Dear John,

I guess you remember all those extensions for Telecom and J2EE in CMDB 1.1 is 
now not available with CMDB 2.0, however it has been organized in a much robust 
way. Its built to tie with the OOTB ITSM 7 application involving Product 
Categorization and Location information with the base class (BMC_BaseElement). 
I guess BMC does say that CMDB 2.0 has a backward compatibility with ITSM 6.0, 
however you would have to analyze the amount of effort it would take to 
customize an application like CMDB with an additional cost of maintaining the 
existing relationships with ITSM 6.0

Hope this helps

Regards,
Roney Samuel Varghese



On 5/24/07, Rick Cook <[EMAIL PROTECTED] > wrote:
** 
It's not that it isn't compatible per se, it's just that you probably don't 
want to go to the work it would take to map ITSM 6 to CMDB 2.x, especially 
since you would be on the bleeding edge the whole time.  It would be far worse 
going the other way, BTW.
 
Rick 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of John Hanson
Sent: Thursday, May 24, 2007 4:01 PM

To: arslist@ARSLIST.ORG
Subject: Re: Upgrading to CMDB 2.0



** 
Hmm.  That's what I was afraid of, although we were assured that 2.0 was 
compatible with HD 6...  Thanks for the info, it gives me some leverage to use 
with management.
 
John
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Thursday, May 24, 2007 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrading to CMDB 2.0


** 
As far as I know, CMDB 1.x is tied to ITSM 6, and CMDB 2.x is tied to ITSM 7.  
That's not a hard and fast requirement, as you could map them the other way, 
but it would be a quite large and complex task, because the 2.x CDM is about 
40% smaller than the 1.x CDM, and ITSM 6 isn't wired to talk to the correct 
classes in CMDB 2.x.
 
Remedy promised a white paper describing the mappings - about 6 months ago - 
but I haven't seen it yet, and I really don't expect to.
 
Rick 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of John Hanson
Sent: Thursday, May 24, 2007 3:46 PM
To: arslist@ARSLIST.ORG
Subject: Upgrading to CMDB 2.0


** 
Hello all, 
We are currently running: 
ARS 6.3 
Help Desk 6.0 
CMDB 1.1 
Solaris 9, Oracle 9 
We have not implemented CMDB 1.1 yet, although it was installed along with Help 
Desk.  Management has asked me to get more information about how to go from 
CMDB 1.1 to 2.0.  Is there a white paper available, or does anyone have any 
tips, pitfalls, suggestions, warnings, or other information they would send my 
way on how to make the jump to 2.0?  We do not want to jump to ARS 7 or Help 
Desk 7 at this time, we only want to upgrade the CMDB installation.
Thanks much, 
John Hanson
Remedy Administrator/Developer 
The Standard
1100 SW Sixth Avenue
Portland, OR 97204
Telephone (971) 321-7153
[EMAIL PROTECTED] 

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Re: Simple Flashboards Question...

[Shyam Attavar]

**



Thanks for the additional details. 

Did not realize that these two set of 
passwords have to match.
Cheers,
--
Shyam
 
***
Reggie H wrote:
It was a 
no-brainer.  For whatever reason, I believed the password for MidTier's 
'Remedy Configuration Tool' was connected to the password settinginside the 
'Remedy Admin Tool' that's locted under 'File' --> 'ServerInformation...' 
--> 'Connection Settings' Tab.  Inside Mid Tier's 
RemedyConfiguration Tool under 'AR Server Settings', the 'Admin Password' 
there isrelated to the 'Mid Tier Administration Password' setting in the 
RemedyAdmin Tool.  Edit the server and make sure the passwords 
match.Shyam Attavar wrote:> > Reggie, > Would 
you mind posting what you found out? > I am in the process of setting up 
our flashboards and would like to know> what the issue/solution is, just 
in case I run into such a scenario.> Thanks in advance,> 
--> Shyam> > *> Reggie H 
wrote:>> I figured out what the problem was.  Later 
peeps...>> >> >> >> Reggie H 
wrote:>> > >> > Environment:>> > 
>> > MS Server 2003>> > SQL 2000 SP3a>> > 
ARS 6.3 on two server (server 'a' is licensed, server 'c' is eval 
copy)>> > Mid Tier installed on server 'b' (not licensed... 
yet)>> > Flashboards installed on server 'b' (not licensed... 
yet)>> > >> > Question: I receive an error [ARERR 329: 
Invalid passord or>> authentication>> > string for an 
existing user].  What could be causing this error.  I'm>> 
> logged in with a user with admin rights.  What else could be 
the>> problem.>> > > 

__20060125___This posting was submitted with HTML in it___

Re: NEWS: ITSM6 and CMDB2 on ARS7

[Shyam Attavar]

**




In fact, I had a fairly long conversation with the Development Manager for 
the CMDB as well as the Product Manager for CMDB and both of them agreed that 
they already were working on a patch for ITSM 6 suite of applications (the 
release date for the patch is still not finalized as of yet) that 
would work with CMDB 2.0.1 on AR 7.0.1 which as per some conversation 
should be releasing soon Oct/Nov timeframe. This was based on the feedback they 
recieved from various customers that they would not consider moving to ITSM 7.0, 
but wanted Federation, CI Viewer, better Reconciliation that is available in 
CMDB 2.x.
 
I don't believe that this is an officially announced. However, this has 
been confirmed and I have been having further conversations with the development 
manager since BUW about related things, so that we can plan for it from a 
logistics perspective.
 
Cheers,
--
Shyam
 
"Watson, Matthew (Melbourne)" <[EMAIL PROTECTED]> wrote in message 
news:[EMAIL PROTECTED]...This 
was a fairly hot topic at BUW, it seems a lot of people would liketo use the 
CI Viewer from CMDB 2.0 without having to upgrade to ITSM 7.However, 
nothing was promised at all by BMC, there was no "official"announcement that 
I'm aware of. It was merely a discussion topic. It maybe something that BMC 
are now working on based on the BUW feedback, butthat's about all I took 
away from it.As far as the effort goes, it will obviously vary but CMDB 
1.1 - CMDB2.0 will be a lot simpler than ITSM 6 - ITSM 7.  
Matt-Original Message-From: Action Request System 
discussion list(ARSList)[mailto:[EMAIL PROTECTED] On Behalf Of Rick 
cookSent: Thursday, 21 September 2006 6:02 AMTo: arslist@ARSLIST.ORGSubject: Re: NEWS: 
ITSM6 and CMDB2 on ARS7First issue:  ITSM 6 on ARS 7.  I know 
that works.  So let's proceed tothe real unknown:  The CMDB 
2.0/ITSM 6 relationship.The word I heard was that there was no 
*official* integration betweenthe two, though they may offer a way to do 
that sometime.  But considerthe architecture - what's different about 
CMDB 1.x and 2.0?  The CDM.It seems to me that if you're willing to 
modify (if necessary) yourmapping from your ITSM 6 apps to the CMDB 2.0 CDM, 
and update yourinterfaces to the CMDB, specifically from the Asset console, 
I can'tthink of a reason it could not work.  Is it potentially labor 
intensive?Yes.  Is it impossible?  I think not.  Is it worth 
the effort?  That'sup to you.The only potential glitches I see 
are potential ones with someexecutables, but I think that could be dealt 
with.  The problem is thatI don't know anyone who's actually done 
it.Rick-Original Message-From: Action Request System 
discussion list(ARSList)[mailto:[EMAIL PROTECTED] On Behalf Of igor 
ivanovSent: Wednesday, September 20, 2006 12:49 PMTo: arslist@ARSLIST.ORGSubject: NEWS: 
ITSM6 and CMDB2 on ARS7Hi,I'm under impression that someone ... 
on BMCUW told everybody that ITSM6will work with CMDB2 and ARS 7 
(patched).Is it 
correct?>>>Response 
from "You-Know-Who":Unfortunately I do not have any documentation which 
verifies that ITSM 6will work with CMDB 2.0.  I have checked the 
compatibility matrix and wehave no official compatibilty for ITSM 6.0 and 
CMDB 2.0.  If and when we receive a statement of compatibility and 
a whitepaper wewill be able to assist with this configuration. 
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Scheduling and Timeframes in Change Request

[Shyam Attavar]

**



Dear Listers,
 
We have HD 6.0.0 running on AR 6.3.0. We are 
looking at building a detailed effort (time) estimation and scheduling into our 
Change Request/Change Tasking forms. we are also considering moving to Change 
Management in the future for other reasons. I believe that the functionality I 
am looking for as already built into CM. I am not sure if my assumption is 
accurate. Please let me know if I am completely off base here. If my 
assumption is true, in the meanwhile we are trying to see if it is 
worthwhile to build a custom scheduling functionality with time estimation 
built in. 
 
I am looking for any feedback you all may have 
regarding this topic.
 
Thanks in advance.
Cheers,
--
Shyam
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Re: Copy To New on the Remedy Mid Tier

[Shyam Attavar]

Copy To New on the Remedy Mid TierOne thing you want to keep in mind while you 
are doing this... DO NOT copy the instanceID (any GUID) values as part of your 
open window action, that will mess things up completely. Also, a word of 
caution, a large number of the temporary fields are probably not necessary, and 
maybe be valid on the source form but not on the target form, so this will be 
an iterative task for you to come up with the appropriate set of fields to be 
copied. 
HTH
--
Shyam
  - Original Message - 
  From: Lammey, Peter A. 
  Newsgroups: gmane.comp.crm.arsystem.general
  Sent: Friday, November 17, 2006 7:11 AM
  Subject: Copy To New on the Remedy Mid Tier


  ** 
  Some of our Remedy users is looking to take advantage of the Copy To New 
functionality that is available on the Remedy User client but is not available 
on the web.

  Remedy BMC confirmed that there is no option or setting to turn this function 
on for the Mid Tier (yet they always tell us that the web should have the same 
functionality as the local client).

  My only option seems to be to add a Open Window To Submit Mode (in Current 
Window) and to set EVERY field on the form. 
  I should also mention that this is something my users want on CHG:Change and 
HPD:Help Desk (we have ITSM 5.6 currently).

  Anyone have a better idea on how to code this for the web? 

  We are on ARS 6.3 Patch 16. 

  Thanks 
  Peter Lammey 
  ESPN MIT Technical Services & Applications Management 
  860-766-4761 

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Re: ARServer 7.0.01 Memory Leaks

[Shyam Attavar]

I believe that the memory leak still exists in 7.0.x version of the server when 
connecting from any clients (API) version 6.x or lower/earlier. I did get a 
confirmation from BMC Support that the memory leak is in Red Hat Enterprise 
Linux (RHEL). However, I have heard from other sources that this might exist on 
other platforms as well. Not sure if this is going to be addressed soon. I am 
hoping that there will be a patch, but I won't hold my breath.
HTH
--
Shyam
  - Original Message - 
  From: Siti Hawa Bee SHAIK FARID 
  Newsgroups: gmane.comp.crm.arsystem.general
  Sent: Wednesday, December 06, 2006 5:03 PM
  Subject: Re: ARServer 7.0.01 Memory Leaks


  ** 
  Oh dear,

   

  I'm going to upgrade mine to ARS 7.0.01, ITSM 7.0 however in Windows Server 
2003. Have not done that yet. Pending for my engineer to so some hardening on 
the server box first. Anyone has the same setting using windows Server 2003 and 
SQL2K? 

   


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Axton
  Sent: Thursday, 07 December, 2006 01:53
  To: arslist@ARSLIST.ORG
  Subject: ARServer 7.0.01 Memory Leaks

   

  ** 

  Does anyone have ARS 7.0.01 in a production environment on Solaris 9 under a 
semi-heavy load (~200 concurrent users peak)?  We are seeing some major issues 
with memory consumption.  At startup, the arserverd process has ~400mb of 
memory allocated.  After 2 days, this jumped to 1.8gb.  On day 3 (today), it 
has ~2.4gb of memory allocated.

   

  Thanks,

  Axton Grams

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Re: how to invoke sub process (WORK FLOW) using BMC Remedy Action Request System

[Shyam Attavar]

Looks like you need configuration data (for the sub-processes) in your table
on a per application basis, which can then be used to launch the appropriate
sub-process for the given application. 

This is similar to the Data Driven State Model that has been used in a few
of the OOB applications from BMC. I would recommend that you research (from
prior posts in the archive) the data driven architecture for AR System and
base your code on an identical model. 

Best,
--
Shyam

"RKVKRKVK"  wrote in message
news:<24162352.p...@talk.nabble.com>...
> Hi,
> 
> Thank you for your valuable reply to my post.
> 
> Right now we storing all the selected applications using table. From this
> table we need to pick all the selected values to kick SUB-PROCESS
> individually. 
> 
> Can anyone help me in this case.
> 
> Best Regards,
> Krishna B
> 
> 
> 
> 
> jgdum...@gmail.com wrote:
> > 
> > Making use of call guides which check flags is one way.
> > 
> > The other is to have a work flow template table which is referenced
> > and the necessary actions kicked-off/created with pre-defined
> > predecessors & successors.
> > 
> >

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Are"
> > 
> > 
> 
> -- 
> View this message in context:
http://www.nabble.com/how-to-invoke-sub-process-%28WORK-FLOW%29-using-BMC-Re
medy-Action-Request-System-tp24145356p24162352.html
> Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.
> 

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Re: AIE and HP's Asset Center

[Shyam Attavar]

I have had the opportunity of loading data from HP (Novadigm) Radia using AIE 
into our CMDB and reconciled that with the data from Topology Discovery. 
Although this is not necessarily AC, We had to do something similar to what 
Rick has recommended below. We got the data dictionary for Radia (which has a 
fairly normalized data model) and using the primary keys created a few Oracle 
DB views to pull all the data needed to map what is in the CDM. Again, 
performance is something we always kept an eye on from a reconciliation 
perspective.

HTH,
--
Shyam




From: Rick Cook 
To: arslist@ARSLIST.ORG
Sent: Wednesday, June 24, 2009 1:04:52 PM
Subject: Re: AIE and HP's Asset Center

** 
Marty,

I have a bit of experience with what you are trying to do.  One thing you 
should be very careful about is that the data types used by AC are not 
necessarily compatible with those used by Remedy.  Ask the AC admin to get you 
a data dictionary - it should be in the HP docs.

Once you are past that, and the vastly different (i.e. extremely normalized) 
data model, the rest should be pretty standard.  However, I suspect that the 
normalization in HPAC will cause updates to any core data to cause significant 
performance issues, so be careful what you send it.

Rick

On Wed, Jun 24, 2009 at 12:50 PM, Marty.Thorin  
wrote:

** 
I realize this question is a bit more generic than my normal questions. 
I have co-worker trying to connect Asset Center to Remedy 7.5.  This is the 
product HP got then they purchased Peregrine.  (No jokes please.  I rode out 
the Peregrine debacle.)  She is trying to follow a manual for connecting EIE to 
Asset Center that was supplied by our first level support.
Additional information: 
Remedy: 
1.  Version 7.5 Patch 1 on everything: ARS, CMDB, ITSM, SLM.  (Okay, SLM is 
just 7.5 because it does not have a patch 1.)
2.  Oracle 10g database 
3.  Redhat Linux. 
Asset Center 
1.  Asset Center version 4.4.1. 
2.  Windows 2003 server. 
3.  Oracle 10g database. 
Using AIE we can reach the Oracle database for Asset Center.  The table on the 
left is full.  We can click on the >> and additional items show on the right.  
But I do not know how to view the contents nor update the data.
The objective is to exchange data between the two.  Scheduled bulk updates 
would be fine. 
I am probably missing something incredibly simple. 
Thorin _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers 
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Re: History of AR System

[Shyam Attavar]

But, of course -- one can never forget the curses based client!!
Interestingly enough that is still the fastest User Tool till date...

Curses based client was stopped after the Hummingbird (3.x) release.
--
Shyam

"Daniel Bloom"  wrote in message
news:<8089b2ab3c9c4ffa8a891dc068d33...@dbc>...
> How about the VT100 User Tool? 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of John
> Sent: June 27, 2009 9:47 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: History of AR System
> 
> You know what would be fun ??? -- Screenshots from the early days.
> 
> Anybody have a screenshot -- X-Windows admin, etc... Or License Tool ???
> 
> -John
> 
> 
> 
> 
> On Jun 26, 2009, at 11:54 PM, Eric Bergan wrote:
> 
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arsl...@arslist.org] On Behalf Of Daniel Bloom
> > Sent: Friday, June 26, 2009 6:47 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: History of AR System
> >
> > Let us not forget 1.1 also brought us a system that worked.
> > I thought it was Nov. 1992.
> >
> > Esacalations was the first major improvement to me.
> > Somehow saying there is a work around and we could use cron tables 
> > Never quite did it for me (even if it was more efficient than 
> > escalations at the time).
> 
>   You mean you didn't really need all that snap to grid, boxes/text
> trim, grouping, some hope that the Motif/Windows/Mac/ASCII views looked
the
> same? Boy, could we have saved some time...
> 
> > There is a good trivia question:
> > Who brought the phrase "there is a work around"
> > into every day usage for us Remedy Folks?
> >
> > Not that it wasn't a phrase well worth paying attention to :-)
> 
>   Now you're just fishing for a response... :-)
> 
>   Eric Bergan
> 
>

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> 
> --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> john.sundb...@kineticdata.com
> 
>

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Re: Integration with other ticketing systems

[Shyam Attavar]

Mark,

We have been using webMethods for a two way integration between Remedy (our
data center) and another ticketing system (at a vendor location). There was
some work needed to set this up initially. Now it's working like a charm.

--
Shyam


"LJ Longwing"  wrote in message
news:<72b944fe6ff84039bff84df75d6a5...@corp.global.level3.com>...
> We are running 7.1 and use Tibco as our integration middleware...works
well.
> 
>   _  
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
> Sent: Monday, July 13, 2009 9:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Integration with other ticketing systems
> 
> 
> ** 
> Mark,
>  
> If that is not an option as well for whatever reasons and you wish to take
> an easy OTB way out, there are integration systems out there available,
such
> as TIBCO (I have used this in the past - works like a charm). I haven't
used
> this with the later version of the ARS, but when I last used it I was
> working on a project using ARS 6.3, and found that it was easy to setup
and
> configure.
>  
> Cheers
>  
> Joe
> 
>   _  
> 
> From: LJ Longwing 
> To: arslist@ARSLIST.ORG
> Sent: Monday, July 13, 2009 11:14:07 AM
> Subject: Re: Integration with other ticketing systems
> 
> ** 
> Mark,
> As mentioned, Web Services are a good way to do this, but it really
depends
> on the capabilities of the other system, what sort of calls can it make to
> integrate with ARS?  If it can't make WS calls, then runprocess may be an
> option, if you use a command line tool that performs an API update to the
> remedy system you should be able to go from there.
> 
>   _  
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Mark Hofman
> Sent: Monday, July 13, 2009 6:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Integration with other ticketing systems
> 
> 
> ** 
> Hi,
> Can anyone recommend a way to integrate a proprietary system with ARS.
> 
> Users should open tickets in ARS then our system should be notified with
the
> ticket details and a corresponding ticket will be opened.
> 
> The ticket will be processed in our system and we want to update the
status
> of the ARS ticket upon certain events (approve, close etc.).
> 
> Finally we want to tell ARS that processing is complete and the original
> ticket can be closed.
> 
> Should we use email an API or something else?
> 
> Thanks,
> Mark.
> 
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
> 
>

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Re: DateTime field

[Shyam Attavar]

Atul,

The Date/Time field tracks time as Epoch time (which is the number of
seconds elapsed since Jan 1 1970 12:00:00 AM). So, you will have to use the
Date field instead to keep track of DOB. 

HTH,
--
Shyam

"Atul Vohra"  wrote in message
news:<20090720122406.29...@web3.nyc1.bluetie.com>...
All,

Our client is using .Net (C# remedy api) to create ticket in remedy (v 6.3) 
There is a date time field used for Date OF Birth and they are having issues
when DOB is < 01/01/1970 (unix time)

The code snippet used is:

---
oServer.SetEntry(strSchemaName, eil, fv);

 oServer is a Remedy Server Object, eil is a Remedy EntryIDList which
contains the ticket number and fv is a Remedy FiledValueList and the
BirthDate (fv[536870971]) is populated from a C# DateTime type.

--

Any help would be appreciated.

Thanks
Atul



-Original Message-
From: "strauss" [stra...@unt.edu]
Date: 07/20/2009 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Notifications

Since Milestones and Actions created using the templates are limited to ONE
Action per Milestone because of how they use a single temp variable field, I
simply added more milestones to each Service target, with only ONE Action
for each of those Milestones.  For example, a Critical Infrastructure
Restoration Response Service Target will have four Milestones:

Incident 50% Response Milestone - Action: Notify Incident Response Assignee
(stores "ESCALATEDRESPSLA" in z1D Action)
Incident 50% Response Milestone - Action: Notify Incident Response Owner
(stores "ESCALATERESPOWNER" in z1D Action)
Incident 75% Response Milestone - Action: Notify Incident Response Assignee
Manager  (stores "ESCALATEMGRRESP" in z1D Action)
Incident 75% Response Milestone - Action: Notify Incident Response Owner
Manager  (stores "ESCALATEOMGRRESP" in z1D Action)

Some of what I did to customize the templates is documented under SLM
Notifications in my customization log at 
 
http://arsweb4.ars.unt.edu/helpdesk/docs/Customizations%20to%20ITSM7%20serve
r.htm 
...and show the relationship between the existing flagwords and filters and
the ones you have to add to make Response templates that work.

This is probably at a tangent to what you are trying to do, but might help
you understand the bizarre way that they built the OOTB templates.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Monday, July 20, 2009 7:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Notifications

Christopher,

I actually started redeveloping the SLA for a group in SLM 7.03.
I implemented the SLAs using the OOTB templates for Notify Incident Manager
and Notify Incident Assignee and I added both to a service target and I
noticed that the Notify Incident Assignee was not working properly.
Is this undocumented issue where only one of the notification templates work
and not the other because the SLM generated filters all fire at execution
order 700?
 
Ill try tweaking the execution order for the SLM filters for the Notify
Assignee milestone but wasn't sure if you already figured out a workaround
for this undocumented problem.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Sunday, July 19, 2009 9:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Notifications

One caution - if you use the templates, you can only have one action per
rule, even though there are several action templates.  They all write a temp
value to exactly the same field in the Incident form, so if you specify 4
actions like I did the first time, only the last one is performed since that
is the only value in the temp field that survives.  This is not documented
anywhere.  I also seem to recall that the template for response, as opposed
to resolution, was only half built OOTB, and I had to add workflow to get it
to work.  It's been over a year since I did this, so I would have to dig
into my customization docs at work to see what had to be done.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of SHall
> Sent: Sunday, July 19, 2009 7:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SLM Notifications
>
> If I use a Template for my notification e.g Assignee Group Manager. i 
> believe that the way this is supposed to work is it looks at the 
> Assigned Group and notifies whoever has the the Incident Manager 
>

Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?

[Shyam Attavar]

Rabi,

This probably does not answer your question, but do you have the option to
upgrade AR System itself?

--
Shyam

"Rabi Tripathi"  wrote in message
news:<679304.2979...@web65404.mail.ac4.yahoo.com>...
> Hi all,
> If you have a stable installation of ARS 6.3 on Solaris, I would like to
know what ARS patch you have and what is your Solaris version/patch.
> 
> The story is that our ARS server (HelpDesk 5.x app, 20-40 users at a time)
was running fine for 6 months or so. Suddenly last Thu, arserverd started
using 50% more memory (2.5 GB), more than the installed RAM (2 GB). Resulted
in a lot of swapping and sporadic general slowness. 
> 
> Next day server completely froze for half an hour, without apparent reason
and then came back fine. The only Remedy error that was logged 15 mins after
freeze was:
> Dispatch : Timeout during database query -- consider using more specific
search criteria to narrow the results, and retry the operat
> ion (tamarind)  ARERR - 94
> 
> It seems to be a symptom, not the cause. DBAs swear there is nothing at
their end. tnsping from arserver to db did show 370ms as opposed to the
usual 10 ms. It's being attributed to issue at the remedy box.
> 
> Apart from the above, nothing remarkable in logs anywhere in Remedy, OS or
database (Oracle 9.x on separate machine). That night, we rebooted the
machine. ARS came back to using just 350 MB memory and all was fine. Two
days later suddenly jumped to using 550 MB. Somehow, I lost the filter, db,
api log of that period.  Today arserverd memory use seems to be stable,
though overall memory consumption in the box is slowly trending up. A few
users have reported general slowness at times.
> 
> I am trying to analyze detailed Remedy logs for slowness and also trying
to figure out which process is causing the upward trend in box's memory use
(it's not arserverd). Also considering going to the highest patch, 25. 
> It seems our administrators applied solaris patches at various times
recently. I don't have detailed info, but something there might have
interacted with some issue in ARS.
> 
> Back to the question, I would like to know any experience regarding
stability of anybody else using 6.3 on Solaris.
> 
> Thanks.
> 
> ARs 6.3 p20
> SunOS 5.9
> Oracle 9.2 on a separate Sun box.
> HelpDesk 5.x app
> 
> 
>   
> 

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Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you use?

[Shyam Attavar]

Rabi,

Are there any batch processes running that maybe bumping the arserver memory
every night? If there are batch processes, are these also using the 6.3
version of the API? 

Just something to think about...

We had a situation where we had to change an integration component (from
another application to Remedy) which was built using a different version of
the API relative to the version of the AR Server we were running. Once we
brought them to the same version of the API as the AR Server, this was no
longer an issue...

But I would recommend that you plan for an upgrade at the earliest, since
6.3 is probably ending it support sometime soon.

Cheers,
--
Shyam


"Rabi Tripathi"  wrote in message
news:<580837.10776...@web65403.mail.ac4.yahoo.com>...
> Shyam,
> Upgrade is on the list, but not right away. I am considering going to the
highest patch for 6.3, patch 25. 
> 
> Different question: does anybody have Remedy user 6.3 (patch 20) running
in Windows vista against ARS 6.3 patch 20? In Solaris?
> 
> Another question: What is the first version of Remedy User that supports
Vista? And is anybody using it against 6.3 server? 
> 
> 
> Fun stuff:
> I just found out that our helpdesk switched from Windows XP to Vista
roughly around the time the issue started. They hacked the installer to have
it install on Vista. I had no clue. So one theory is that a memory leak in
arserverd was triggered by 6.3 clients running in Vista instead of Windows
XP?? Sounds weird, but I don't know how else to explain it. Solaris patches
were applied on the server, but I am still trying to find out details.
> 
> And this just in: 
> arserverd is now using 1.2 GB of memory, up from 0.540 GB yesterday. Our
monitoring data isn't process specific, so I can't be sure, but looks like
it was a gradual increase over night as it was pretty constant until late
afternoon yesterday during my manual checks.
> 
> 
> 
> --- On Mon, 7/20/09, Shyam Attavar  wrote:
> 
> > From: Shyam Attavar 
> > Subject: Re: ARS 6.3 p20 on SunOS 5.9: memory leak? What patch do you
use?
> > To: arslist@ARSLIST.ORG
> > Date: Monday, July 20, 2009, 5:17 PM
> > Rabi,
> > 
> > This probably does not answer your question, but do you
> > have the option to
> > upgrade AR System itself?
> > 
> > --
> > Shyam
> > 
> > "Rabi Tripathi" 
> > wrote in message
> > news:<679304.2979...@web65404.mail.ac4.yahoo.com>...
> > > Hi all,
> > > If you have a stable installation of ARS 6.3 on
> > Solaris, I would like to
> > know what ARS patch you have and what is your Solaris
> > version/patch.
> > > 
> > > The story is that our ARS server (HelpDesk 5.x app,
> > 20-40 users at a time)
> > was running fine for 6 months or so. Suddenly last Thu,
> > arserverd started
> > using 50% more memory (2.5 GB), more than the installed RAM
> > (2 GB). Resulted
> > in a lot of swapping and sporadic general slowness. 
> > > 
> > > Next day server completely froze for half an hour,
> > without apparent reason
> > and then came back fine. The only Remedy error that was
> > logged 15 mins after
> > freeze was:
> > > Dispatch : Timeout during database query -- consider
> > using more specific
> > search criteria to narrow the results, and retry the
> > operat
> > > ion (tamarind)  ARERR - 94
> > > 
> > > It seems to be a symptom, not the cause. DBAs swear
> > there is nothing at
> > their end. tnsping from arserver to db did show 370ms as
> > opposed to the
> > usual 10 ms. It's being attributed to issue at the remedy
> > box.
> > > 
> > > Apart from the above, nothing remarkable in logs
> > anywhere in Remedy, OS or
> > database (Oracle 9.x on separate machine). That night, we
> > rebooted the
> > machine. ARS came back to using just 350 MB memory and all
> > was fine. Two
> > days later suddenly jumped to using 550 MB. Somehow, I lost
> > the filter, db,
> > api log of that period.  Today arserverd memory use
> > seems to be stable,
> > though overall memory consumption in the box is slowly
> > trending up. A few
> > users have reported general slowness at times.
> > > 
> > > I am trying to analyze detailed Remedy logs for
> > slowness and also trying
> > to figure out which process is causing the upward trend in
> > box's memory use
> > (it's not arserverd). Also considering going to the highest
> > patch, 25. 
> > > It seems our administrators applied solaris patches at
> > various times
> > recently. I don't have de

Re: generating report using multiple forms

[Shyam Attavar]

Krishna,

You can create a join form b/w form1 and form2 and then generate the report
based on the join form.

--
Shyam

"RKVKRKVK"  wrote in message
news:<24599831.p...@talk.nabble.com>...
> Hi,
> 
> Please look into the following requirement.
> 
> I have 2 forms where in form1 i have fields and tables( tables are created
> with the help of form2 fields). If i want to generate report for form1, it
> is showing only form1 fields except table fields. If i want to generate
> report including table fields also, What can i do. 
> 
>  (OR)
> 
> How to merge form1 and form2 to generate report.
> 
> Best Regards,
> Krishna B
> -- 
> View this message in context:
http://www.nabble.com/generating-report-using-multiple-forms-tp24599831p2459
9831.html
> Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.
> 

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Re: Filter Guide Loop within a Loop

[Shyam Attavar]

Maybe David Easter can shed some light on how to interpret the various
status values and what they mean in terms of expecting them in a patch or
release.
--
Shyam

"tina flores"  wrote in message
news:<24719391.p...@talk.nabble.com>...
I searched through the defects and there were a number associated with
filter
guide. 

SW00316201 Disposition (Verified) Fixed AR System 7.1 Server Workflow
Filter Guide table loop... guide walks through same row if table is based on
same supporting form.

SW00299842 Disposition (In QA) Fixed AR System 7.1 Server Workflow
Filter Guide table loop... guide walks through same row if table is based on
same supporting form.

SW00259718 Disposition (Verified) Fixed AR System 7.0.1 Server
Having problem while Looping table with filter guides

SW00236617 Disposition (Verified) Fixed AR System 6.3 Server
problem with server side table loop using filter guide

SW00215315 Disposition (Verified) Fixed AR System 6.00.01 Server
problem with server side table loop using filter guide
Performance 
I have a problem where I am using filter guides to loop through server-side
table fields.  There are 2 loops (i.e. an inner loop nested within an outer
loop).
The outer loop on a table in "Form A" does a push-fields to create a record
in "Form B". 

I'm implementing this in 7.1. The 7.1 defect doesn't seem to apply to my
requirement but SW00259718 for v7.01 seems like a fit. Have anyone
successfully implemented an inner loop nested without an outer loop in v7.1?

Also, what does Disposition = Verified, Resolution = Fixed mean? Does this
mean it's included in a patch?

Thanks.
Tina


Jarl Grøneng wrote:
> 
> Does rememeber that in an earlier version of AR System there was a bug
> related to this (loop inside loop).
> 
> Cant remember the version
> 
> --
> Jarl
> 
> 2009/7/29 tina flores :
>> Hello Listers,
>>
>> I'm working on a client requirement:
>> People relationship on a child CI needs to be updated when a custom
>> checkbox
>> is filled out. I searched through previous posts and my filter and filter
>> guide is based on a previous post on this forum:
>>
>> Filter OutsideLoopCG has a call guide action to call filter guide
>> OutsideGuide.
>> Filter guide OutsideGuide includes filters OutsideLoopFilter1 and
>> InsideLoopCG.
>> Filter InsideLoopCG calls filter guide InsideGuide.
>>
>> From the logs, I can see that each row on the Relationships table loops
>> through each entry in the People table. However, only the last entry in
>> the
>> People table gets pushed through.
>>
>> I even postfix two special characters ( `! ) on the filters within the
>> filter guide. But somehow only the last entry on the People table is
>> pushed.
>> Did I missed something? Your input is highly appreciated.
>>
>> Thanks!
>> Tina
>> --
>> View this message in context:
>>
http://www.nabble.com/Filter-Guide-Loop-within-a-Loop-tp24709403p24709403.ht
ml
>> Sent from the ARS (Action Request System) mailing list archive at
>> Nabble.com.
>>
>>

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>> Are"
>>
> 
>

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> 
> 

-- 
View this message in context:
http://www.nabble.com/Filter-Guide-Loop-within-a-Loop-tp24709403p24719391.ht
ml
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.

--

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Re: Filter Guide Loop within a Loop

[Shyam Attavar]

David,
Thanks for providing the details.
--
Shyam

"Easter, David"  wrote in message
news:<5d162195414f544cab0a9266f71bbd3912efbda...@phxccrprd01.adprod.bmc.com>
...
A "Verified" disposition means that the resolution provided by Dev was
verified by QA.  That could be a code fix, workaround, documentation change
or a statement that the feature is working as expected.  Usually, a
Resolution of "Fixed", though, means it's a code fix.  

"Verified" does not, itself, specify in what delivery vehicle the resolution
will be provided.  Your BMC Support person would have additional information
on the target release for the resolution since (at this time) it isn't
published externally.  If the defect isn't considered critical, the target
release is many times the next major, minor or maintenance release of AR
System.  Patches are reserved for critical issues that have a high enough
business priority or technical severity that they can't wait for the next
release.

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar
Sent: Wednesday, July 29, 2009 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Filter Guide Loop within a Loop

Maybe David Easter can shed some light on how to interpret the various
status values and what they mean in terms of expecting them in a patch or
release.
--
Shyam

"tina flores"  wrote in message
news:<24719391.p...@talk.nabble.com>...
I searched through the defects and there were a number associated with
filter
guide. 

SW00316201 Disposition (Verified) Fixed AR System 7.1 Server Workflow
Filter Guide table loop... guide walks through same row if table is based on
same supporting form.

SW00299842 Disposition (In QA) Fixed AR System 7.1 Server Workflow
Filter Guide table loop... guide walks through same row if table is based on
same supporting form.

SW00259718 Disposition (Verified) Fixed AR System 7.0.1 Server
Having problem while Looping table with filter guides

SW00236617 Disposition (Verified) Fixed AR System 6.3 Server
problem with server side table loop using filter guide

SW00215315 Disposition (Verified) Fixed AR System 6.00.01 Server
problem with server side table loop using filter guide
Performance 
I have a problem where I am using filter guides to loop through server-side
table fields.  There are 2 loops (i.e. an inner loop nested within an outer
loop).
The outer loop on a table in "Form A" does a push-fields to create a record
in "Form B". 

I'm implementing this in 7.1. The 7.1 defect doesn't seem to apply to my
requirement but SW00259718 for v7.01 seems like a fit. Have anyone
successfully implemented an inner loop nested without an outer loop in v7.1?

Also, what does Disposition = Verified, Resolution = Fixed mean? Does this
mean it's included in a patch?

Thanks.
Tina


Jarl Grøneng wrote:
> 
> Does rememeber that in an earlier version of AR System there was a bug
> related to this (loop inside loop).
> 
> Cant remember the version
> 
> --
> Jarl
> 
> 2009/7/29 tina flores :
>> Hello Listers,
>>
>> I'm working on a client requirement:
>> People relationship on a child CI needs to be updated when a custom
>> checkbox
>> is filled out. I searched through previous posts and my filter and filter
>> guide is based on a previous post on this forum:
>>
>> Filter OutsideLoopCG has a call guide action to call filter guide
>> OutsideGuide.
>> Filter guide OutsideGuide includes filters OutsideLoopFilter1 and
>> InsideLoopCG.
>> Filter InsideLoopCG calls filter guide InsideGuide.
>>
>> From the logs, I can see that each row on the Relationships table loops
>> through each entry in the People table. However, only the last entry in
>> the
>> People table gets pushed through.
>>
>> I even postfix two special characters ( `! ) on the filters within the
>> filter guide. But somehow only the last entry on the People table is
>> pushed.
>> Did I missed something? Your input is highly appreciated.
>>
>> Thanks!
>> Tina
>> --
>> View this message in context:
>>
http://www.nabble.com/Filter-Guide-Loop-within-a-Loop-tp24709403p24709403.ht
ml
>> Sent from the ARS (Action Request System) mailing list archive at
>> Nabble.com.
>>
>>

Re: Form looks stretched or not displaying properly

[Shyam Attavar]

Jason,

Check the users' display properties --> settings --> advanced button and on
the general tab, the fonts 
are set to Normal size (96 DPI). Many times this has been the cause of the
forms being stretched out. 

HTH,
--
Shyam

"Jason Tricky"  wrote in message
news:<818379.83098...@web45011.mail.sp1.yahoo.com>...
I have a user that when he logs in to Remedy using User tool(7.1 patch 007)
he would need to use the scroll on the bottom to see the whole form.  But if
the user login to another PC with the same version of the user tool, the
display looks normal and can see the whole form without scrolling.  It seems
like the user tool on his machine is messed up... I have uninstalled the
user tool and reinstalled it but the display is still messed up.  Is there a
setting somewhere where I can fix this?  Please help thanks.
 
Jason


  
--

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Re: Remedy Client Bandwidth Requirements

[Shyam Attavar]

Another thing to consider is possibly logging into a remote desktop in Germany 
and using the client there. I have seen it work on Citrix & Windows Terminal 
Server instances.

HTH,
--
Shyam




From: Joe DeSouza 
To: arslist@ARSLIST.ORG
Sent: Friday, August 14, 2009 10:26:22 AM
Subject: Re: Remedy Client Bandwidth Requirements

** 
Ramy,

Over a VPN, you are bound to experience a certain level of latency. You will 
never experience even a close to being on the network experience, especially 
with the Admin / Developer client..

Just make sure the VPN client is not using a dial up connection. That would 
really suck.

I use a regular DSL connection when working from home or remotely with the 
standard DSL speeds offered by providers like Comcast or CableVision. This 
gives me a fairly good room to work comfortably without having to scratch my 
head or loosing my hair while I wait for the system to accept my transaction be 
it on the user client or the developer or admin client..

I currently have a download speed of 6 MBPS and upload speed of 1 MBPS on my 
DSL connection and I have hooked my modem to a wireless router that supports 
upto 54 MBPS (I know thats old but it works for me).

I would avoid using wireless internet cards... Had friends and colleagues who 
used it and they don't have nearly as good an experience with them.

Hope this helps..

Joe




From: Ramy S. Ayoub 
To: arslist@ARSLIST.ORG
Sent: Friday, August 14, 2009 7:47:11 AM
Subject: Remedy Client Bandwidth Requirements

** 
HI list**
 
Kindly we are working in a project that is using Remedy application, where the 
Remedy client users (60 concurrent users) are located in Egypt and the Remedy 
server is located Germany. Client access is going to be through VPN client over 
the ON network. 
 
Kindly advise with the required network bandwidth to be available for the 
remedy client in order to access the remedy server with no issue to in the 
network bandwidth.
 
Regards, 
Ramy Ayoub
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Re: Support Renewal - developer Plus

[Shyam Attavar]

If you see value in using Remedy Developer Plus, then you may continue
support.

IMHO, the tool is very slow and does not perform all the things that I was
used to, with IT Masters tool that RDP replaced. So, we did not continue
support for RDP.

My 2¢
--
Shyam

"jham36"  wrote in message
news:<01c95ad5-0506-4643-adfa-9dbf3c221...@d32g2000yqh.googlegroups.com>
It still works with a 7.1 server.  I believe it becomes obsolete with
7.5

James

On Aug 19, 9:33 am, "Sokol, Brian"  wrote:
> I just was sent our annual support renewal. One of the items is Remedy
> Developer Plus. Is there any reason to pay for this product? Isn't this
> product discontinued? Should I have it removed?
>
> Thanks,
>
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494http://www.Scholastic.com  
>
>

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Re: Flashboard Load Time

[Shyam Attavar]

The Flashboard is actually a Data Visualization Field. So, this is actually
running on the mid-tier. Depending on where the user is located with respect
to the mid-tier (geographically close or farther away) will probably make a
difference. Also, the IE settings (assuming that is the default browser)
also could be causing some of the delay. These are some general guidelines
for troubleshooting performance issues. Maybe you can run the fiddler
utility and see more details on each of the calls that are being made from
FB and see if that can point you to something.

HTH,
--
Shyam

"tina flores"  wrote in message
news:<25067139.p...@talk.nabble.com>...
> Hi Listers,
> 
> Can you give me a feedback on how long does it usually take for a
Flashboard
> (Incident Management) to Load? My client says it takes her 2.5 minutes to
do
> the initial load, after that is 5 seconds. Some other users report a
faster
> load time. Any factors affecting this (machine-specific, etc). 
> 
> Thanks in advance for any input.
> 
> Regards,
> Christianne
> 
> 
> -- 
> View this message in context:
http://www.nabble.com/Flashboard-Load-Time-tp25067139p25067139.html
> Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.
> 

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Mid-Tier issue, single row char fields showing horizontal scroll bar.

[Shyam Attavar]

Dear Listers,

We are seeing a really bizzare issue - a few users in our user community are 
seeing horizontal scroll bars on character fields that are single row. There is 
no need for a horizontal scroll bar (at least that is not how it behaved in the 
past). Users having this issue are logging in via thin clients (IE 8 & 
Firefox). This is a very odd behavior and nobody in our team can reproduce this 
issue. 

Here's the environment details:

Two AR System Mid-Tiers - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load 
balancer
Four AR Servers (in a server group)  - 7.1.0 patch 6 (on RHEL) sitting behind a 
Cisco load balancer (one server is mostly an admin server, the other three are 
in a round robin load balanced configuration).
Four node Oracle RAC in the back end
All connected on a GIGE network.

Anyone else anything remotely to what we are seeing? If so, any of you have any 
insight on how you resolved it?

Thanks in advance,
--
Shyam Attavar

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Mid-Tier 7.1.0 Patch6 does not re-cache updates

[Shyam Attavar]

Dear Listers,

We are seeing an issue where when users are routed to one mid-tier server  
(from two available mid-tier servers) by a load balancer, they see the updates 
to a field with renamed selection values. However, if users are routed to the 
other mid-tier server by the load balancer, then users don't see the updated 
field selection values. 

We have done the following things on the offending server with no success in 
propagating the changes to the mid-tier:

1. we have ensured that the cache persistance bit on mid-tier 
configuration is off (on both servers)
2. flushed the cache manually 

3. restarted tomcat
4. rebooted the serverHere's the environment details:

* Two AR 
System Mid-Tiers - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load 
balancer
* Four AR Servers (in a server group) - 7.1.0 patch 6 (on RHEL) 
sitting behind a Cisco load balancer (one server is mostly an admin server, the 
other three are in a round robin load balanced configuration).
* Four node 
Oracle RAC in the back end
* All connected on a GIGE network.Anyone 
else seen this issue in the past or currently working to resolve this?

I am opening a ticket with BMC as well to see if we can get help. But I thought 
I would check with y'all first. 

Any suggestions/comments that can point me in the right direction that I might 
be overlooking. 

Thanks in advance,
--
Shyam

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Re: Mid-Tier issue, single row char fields showing horizontal scroll bar.

[Shyam Attavar]

We have checked the font size on the users' machine and that is set to normal 
at the OS level as well as at the browser level.
For the version of Firefox we have 3.4.x and 3.5.y
--
Shyam





From: "Meyer, Jennifer L" 
To: arslist@ARSLIST.ORG
Sent: Friday, September 25, 2009 8:55:29 AM
Subject: Re: Mid-Tier issue, single row char fields showing horizontal scroll 
bar.

Just out of curiosity, what version of Firefox?

Jennifer Meyer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, September 25, 2009 10:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier issue, single row char fields showing horizontal scroll 
bar.

Are they using a different font size in their browser?  It sounds like it is 
some client side setting.

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shyam Attavar
Sent: Thursday, September 24, 2009 9:58 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier issue, single row char fields showing horizontal scroll bar.

**
Dear Listers,

We are seeing a really bizzare issue - a few users in our user community are 
seeing horizontal scroll bars on character fields that are single row. There is 
no need for a horizontal scroll bar (at least that is not how it behaved in the 
past). Users having this issue are logging in via thin clients (IE 8 & 
Firefox). This is a very odd behavior and nobody in our team can reproduce this 
issue.

Here's the environment details:

Two AR System Mid-Tiers - 7.1.0 patch 6 (on RHEL) sitting behind a Cisco load 
balancer
Four AR Servers (in a server group) - 7.1.0 patch 6 (on RHEL) sitting behind a 
Cisco load balancer (one server is mostly an admin server, the other three are 
in a round robin load balanced configuration).
Four node Oracle RAC in the back end
All connected on a GIGE network.

Anyone else anything remotely to what we are seeing? If so, any of you have any 
insight on how you resolved it?

Thanks in advance,
--
Shyam Attavar

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Midtier login.jsp - caching...

[Shyam Attavar]

Dear Listers,

We have a need to put a dummy JSP for our users during our maintenance window, 
so that they are not logging into the server accidentally when we are still in 
the process of making changes to the system. For this we are planning to 
temporarily change the actual login.jsp to a dummy page indicating the 
Maintenance Window message. 

However, just by swapping login.jsp does not necessarily take effect 
immediately, until some significant time (in our case 60 minutes) has elapsed 
from the time the page was changed to the next time the page was accessed (by 
anyone). If someone logs in before that threshold has occurred, we have to wait 
an additional 60 minutes.

We can certainly force the update by deleting two files "login_jsp.java" and 
"login_jsp.class" in the folder 
/work/Catalina/localhost/arsys/org/apache/jsp/shared and 
then swapping the actual login.jsp with the dummy login.jsp. The next time the 
login.jsp page is accessed, the two deleted files are automatically recreated 
and after that users get the intended message. 

Although, this can probably work for the interim, we are hoping to have a long 
term solution that is less intrusive. That arises a couple of questions and if 
someone can shed some light on these, I would really appreciate it.

1) Why is it that, updating login.jsp does not take effect immediately and what 
needs to be done for this to take effect immediately? 

2) Looks like there is some sort of timeout threshold some where and I am not 
sure what or where this is. Anyone know what to change and where to set this 
threshold to a small number, so that updates to login.jsp take effect 
immediately? 

We are using AR System 7.1.00 Patch 6 on Linux platform with Oracle 10g R3 in 
the backend.

Thanks,
--
Shyam Attavar

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Re: Midtier login.jsp - caching...

[Shyam Attavar]

Frank,

We have multiple midtier instances that connect to a server group sitting 
behind a load balancer, out of which only one of the servers is the admin 
server. So, I am not sure if putting all the servers in Admin Only mode will 
work. 

Also, with deleting the two files that I have mentioned in the original post, 
there is no need to restart the servlet engine (in our case - tomcat).

Any other ideas?
--
Shyam





From: Frank Caruso 
To: arslist@ARSLIST.ORG
Sent: Tue, November 3, 2009 9:04:14 PM
Subject: Re: Midtier login.jsp - caching...

1. Instead of blocking the login page you could just put the server in
Administrator only mode while you performing your upgrades.

2. Restart your JSP engine after swapping in the new login.jsp.

On Wed, Nov 4, 2009 at 3:11 AM, Shyam Attavar  wrote:
> **
> Dear Listers,
>
> We have a need to put a dummy JSP for our users during our maintenance
> window, so that they are not logging into the server accidentally when we
> are still in the process of making changes to the system. For this we are
> planning to temporarily change the actual login.jsp to a dummy page
> indicating the Maintenance Window message.
>
> However, just by swapping login.jsp does not necessarily take effect
> immediately, until some significant time (in our case 60 minutes) has
> elapsed from the time the page was changed to the next time the page was
> accessed (by anyone). If someone logs in before that threshold has occurred,
> we have to wait an additional 60 minutes.
>
> We can certainly force the update by deleting two files "login_jsp.java" and
> "login_jsp.class" in the folder
> /work/Catalina/localhost/arsys/org/apache/jsp/shared and
> then swapping the actual login.jsp with the dummy login.jsp. The next time
> the login.jsp page is accessed, the two deleted files are automatically
> recreated and after that users get the intended message.
>
> Although, this can probably work for the interim, we are hoping to have a
> long term solution that is less intrusive. That arises a couple of questions
> and if someone can shed some light on these, I would really appreciate it.
>
> 1) Why is it that, updating login.jsp does not take effect immediately and
> what needs to be done for this to take effect immediately?
>
> 2) Looks like there is some sort of timeout threshold some where and I am
> not sure what or where this is. Anyone know what to change and where to set
> this threshold to a small number, so that updates to login.jsp take effect
> immediately?
>
> We are using AR System 7.1.00 Patch 6 on Linux platform with Oracle 10g R3
> in the backend.
>
> Thanks,
> --
> Shyam Attavar
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Midtier login.jsp - caching...

[Shyam Attavar]

Thanks everyone for your input. I will package the suggestions and propose a 
solution and see how far we get with it.
--
Shyam




From: Lyle Taylor 
To: arslist@ARSLIST.ORG
Sent: Wed, November 4, 2009 9:54:56 AM
Subject: Re: Midtier login.jsp - caching...

**  
Putting all the servers in Administrator Only mode will keep all
non-Administrators out of the system while you perform your upgrade.  Changing
the login page will only keep new people from logging in; it will not stop
existing users from continuing to use the system.  If you really want everyone
out, I would recommend a combination of Administrator Only mode and an updated
login page indicating that the system is down for maintenance.  That will stop
existing users as well as notify people coming back to the login page that you
are down for maintenance.
 
Otherwise, deleing the .java and .class file for the login page
so that the system regenerates it seems entirely appropriately and not too
heavy handed.  Basically, that simply tells the system that it needs to
recompile it.
 
Lyle
 
 
From:Action Request
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shyam
Attavar
Sent: Tuesday, November 03, 2009 11:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier login.jsp - caching...
 
** 
Frank,

We have multiple midtier instances that connect to a server group sitting
behind a load balancer, out of which only one of the servers is the admin
server. So, I am not sure if putting all the servers in Admin Only mode will
work. 

Also, with deleting the two files that I have mentioned in the original post,
there is no need to restart the servlet engine (in our case - tomcat).

Any other ideas?
--
Shyam
 


 
From:Frank Caruso

To: arslist@ARSLIST.ORG
Sent: Tue, November 3, 2009 9:04:14 PM
Subject: Re: Midtier login.jsp - caching...

1. Instead of blocking the login page you could just put the server in
Administrator only mode while you performing your upgrades.

2. Restart your JSP engine after swapping in the new login.jsp.

On Wed, Nov 4, 2009 at 3:11 AM, Shyam Attavar  wrote:
> **
> Dear Listers,
>
> We have a need to put a dummy JSP for our users during our maintenance
> window, so that they are not logging into the server accidentally when we
> are still in the process of making changes to the system. For this we are
> planning to temporarily change the actual login.jsp to a dummy page
> indicating the Maintenance Window message.
>
> However, just by swapping login.jsp does not necessarily take effect
> immediately, until some significant time (in our case 60 minutes) has
> elapsed from the time the page was changed to the next time the page was
> accessed (by anyone). If someone logs in before that threshold has
occurred,
> we have to wait an additional 60 minutes.
>
> We can certainly force the update by deleting two files
"login_jsp.java" and
> "login_jsp.class" in the folder
>
/work/Catalina/localhost/arsys/org/apache/jsp/shared
and
> then swapping the actual login.jsp with the dummy login.jsp. The next time
> the login.jsp page is accessed, the two deleted files are automatically
> recreated and after that users get the intended message.
>
> Although, this can probably work for the interim, we are hoping to have a
> long term solution that is less intrusive. That arises a couple of
questions
> and if someone can shed some light on these, I would really appreciate it.
>
> 1) Why is it that, updating login.jsp does not take effect immediately and
> what needs to be done for this to take effect immediately?
>
> 2) Looks like there is some sort of timeout threshold some where and I am
> not sure what or where this is. Anyone know what to change and where to
set
> this threshold to a small number, so that updates to login.jsp take effect
> immediately?
>
> We are using AR System 7.1.00 Patch 6 on Linux platform with Oracle 10g R3
> in the backend.
>
> Thanks,
> --
> Shyam Attavar
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Question about Work Info and View Access in ITSM 7.1

[Shyam Attavar]

Dear Listers,

We are trying to see if there is more to what is mentioned in the Incident 
Management guide for the View Access flag for Work Info records (excerpt below):


From the View Access list, select
Internal or Public.
! Internal—If you want
users within your organization to see the entry.
! Public—If you want
everyone with access to the application to see the
entry, including requesters from the Requester console.
We are using the application in a single tenancy mode and don't have any other 
companies or organizations being supported on this instance.

I was wondering what the "within your organization" really means, since I see 
behavior not consistent with what is documented.

Any thoughts/inputs?

TIA
--
Shyam


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Adding AIE process to armonitor.conf

[Shyam Attavar]

Dear Listers,

We are seeing an issue with the AIE process dying from time to time and we 
would like to add this to armonitor.conf, so that the process can be restarted 
without any manual intervention. We are currently running only a single 
instance of AIE on the same box running AR Server. I am not sure if this is 
even recommended. I was wondering if any of you have done this. If so, what are 
the things we need to watch out for? 

Any insight is really appreciated.

Thanks,
--
Shyam

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Re: Adding AIE process to armonitor.conf

[Shyam Attavar]

Thanks Joe, 
We are on Linux. But is there any reason, why you would not want it added to 
armonitor.conf, which basically does the same thing what you are describing.
--
Shyam





From: Joe DeSouza 
To: arslist@ARSLIST.ORG
Sent: Thu, December 3, 2009 12:36:48 AM
Subject: Re: Adding AIE process to armonitor.conf

** 
Whats your OS???
 
If it is Windows, you can have the Windows Services manager to restart the 
process after it dies. The Services manager has options to do a task after a 
process dies one of them  which is to restart it..
 
If you are on UNIX you could write a cron job to check the process at intervals 
when a AIE schedule has to run, and if not found to restart it..
 
Or you could write a cron job to stop the process at a anticipated time when 
there will be no AIE job running and to automatically start just before an AIE 
process is about to be triggered..
 
Joe





 From: Shyam Attavar 
To: arslist@ARSLIST.ORG
Sent: Thu, December 3, 2009 1:34:36 AM
Subject: Adding AIE process to armonitor.conf

** 
Dear Listers,

We are seeing an issue with the AIE process dying from time to time and we 
would like to add this to armonitor.conf, so that the process can be restarted 
without any manual intervention. We are currently running only a single 
instance of AIE on the same box running AR Server. I am not sure if this is 
even recommended. I was wondering if any of you have done this. If so, what are 
the things we need to watch out for? 

Any insight is really appreciated.

Thanks,
--
Shyam
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Re: Adding AIE process to armonitor.conf

[Shyam Attavar]

Good point Tauf,
We are running everything based on events except one which is time based - at 4 
AM every morning.
--
Shyam





From: "Chowdhury, Tauf" 
To: arslist@ARSLIST.ORG
Sent: Thu, December 3, 2009 5:10:02 AM
Subject: Re: Adding AIE process to armonitor.conf

**  
Also,
keep in mind if you have any Data Exchanges that run on interval, they will
most likely kick off when the service is started. So you would want to take
into consideration of doing this during peak usage of the production
environment. 
 
TaufChowdhury |ForestLaboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
 
From:Action Request
System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe
DeSouza
Sent: Thursday, December 03, 2009 3:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding AIE process to armonitor.conf
 
** 
Whats your OS???
 
If it is Windows, you can
have the Windows Services manager to restart the process after it dies. The
Services manager has options to do a task after a process dies one of
them  which is to restart it..
 
If you are on UNIX you could
write a cron job to check the process at intervals when a AIE schedule has to
run, and if not found to restart it..
 
Or you could write a cron job
to stop the process at a anticipated time when there will be no AIE job running
and to automatically start just before an AIE process is about to be
triggered..
 
Joe
 


 
From:Shyam Attavar

To: arslist@ARSLIST.ORG
Sent: Thu, December 3, 2009 1:34:36 AM
Subject: Adding AIE process to armonitor.conf

** 
Dear
Listers,

We are seeing an issue with the AIE process dying from time to time and we would
like to add this to armonitor.conf, so that the process can be restarted
without any manual intervention. We are currently running only a single
instance of AIE on the same box running AR Server. I am not sure if this is
even recommended. I was wondering if any of you have done this. If so, what are
the things we need to watch out for? 

Any insight is really appreciated.

Thanks,
--
Shyam
 
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Re: Adding AIE process to armonitor.conf

[Shyam Attavar]

Saby,
We don't have any currency fields in our mapping as of now.
--
Shyam





From: Sabyson Fernandes 
To: arslist@ARSLIST.ORG
Sent: Thu, December 3, 2009 6:16:01 AM
Subject: Re: Adding AIE process to armonitor.conf

** 
Shyam,

Do you have any currency fields that are mapped as part of a data exchange? We 
had a similar issue here with AIE crashing if we tried to map any currency 
fields. Excluding the currency fields from the data exchange resolved this.

Saby





From: Shyam Attavar 
To: arslist@ARSLIST.ORG
Sent: Thu, December 3, 2009 1:34:36 AM
Subject: Adding AIE process to armonitor.conf

** 
Dear Listers,

We are seeing an issue with the AIE process dying from time to time and we 
would like to add this to armonitor.conf, so that the process can be restarted 
without any manual intervention. We are currently running only a single 
instance of AIE on the same box running AR Server. I am not sure if this is 
even recommended. I was wondering if any of you have done this. If so, what are 
the things we need to watch out for? 

Any insight is really appreciated.

Thanks,
--
Shyam
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Re: RPC Port for reconciliation engine - ARERR[120133]

[Shyam Attavar]

We were seeing the same error in our recon logs. Once we switched to the proper 
RPC port - 390698, we have been running fine. -- Shyam





From: Thad K Esser 
To: arslist@ARSLIST.ORG
Sent: Thu, December 17, 2009 11:00:43 AM
Subject: Re: RPC Port for reconciliation engine - ARERR[120133]

** 
Hi, 

One additional question:  Does
anyone else out there have their reconciliation engine using queues 390698
or 390699? 

Thanks,
Thad Esser
Remedy Developer 



From:  Thad K Esser   
To:  arslist@ARSLIST.ORG  
Date:  12/16/2009 01:04 PM  
Subject:  RPC Port for reconciliation engine -
ARERR[120133]  
Sent by:  "Action Request System discussion
list(ARSList)"  

 


** 
While investigating some errors in my arrecond.log, I ran across the KB
article below.  Having just gone through re-organizing my queues/threads,
it sure would have been nice to know this ahead of time.

Anyway, is my assumption correct that until I put the reconciliation engine
on 390698 or 390699, it will use the fast/list queues?
(I'm on CMDB 2.1 patch 4)
AIX 5.3
ARS 7.1

Thanks,
Thad Esser
Remedy Developer 

===
http://rkm.bmc.com/rkm/viewdoc.jsp?remedy=1&doc=17151&sid=4000891&type=Published&terms=searchTerms&user=SelfHelp

Details
Self Help Document  
ID: 17151 
Type: Problem Solution 

Problem
Customer was getting warning message in arrecond.log file. This was filling
up arrecond as it was coming for every minute.

[2008/04/17 14:44:57.1050] [WARNING] [TID: 004648]  : Ignoring
following error for Reconciliation (The specified RE RPC port) and proceeding
further
[2008/04/17 14:44:57.1050] [WARNING] [TID: 004648]  :
ARERR[120133] The CMDB RPC port specified is invalid.
[2008/04/17 14:44:57.1050] [WARNING] [TID: 004648]  :
390622

Product
CMDB 2.1, ARS 7.1
Environment
Windows/Unix, CMDB 2.1, ARS 7.1

Solution
Customer was using 390622 port for Reconciliation performance.

Please use 390698 or 390699 port from CMDB 2.1 Patch 002 onwards as this
has been hard-coded in system. RFE and Defect for documentation already
submitted for this problem. We should not use any other port after above
release.
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Performance improvement in Overview Console

[Shyam Attavar]

Dear Listers,

We are on ITSM 7.1.0 and are wondering if any of you have seen performance 
issues using the overview console. We have a situation where some of our users 
are members of multiple (12 - 20) groups and when they launch the Overview 
Console, the table field takes over a minute to load all the tickets for all 
the groups that the users belong to. I realize that the table field is pointing 
to an OOB plugin and I am not sure the details of the plugin are readily 
available. 

Does anyone out there know the details of the plugin and related details that 
may help answer the following questions:

* The fields used in the plugin to pull the data from mulitple groups - 
is that based on Assigned Group Name or Assigned Group ID, so that we can index 
the appropriate fields.
* Incident form already has 15 fields indexed. So, the insert/update 
performance maybe less than ideal. Any experiences with having more than 15 
fields with index on the Incident form?

* Have any of you indexed the Group Name fields on the underlying forms 
that provide the data to the Overview Console and the associated performance 
impact for seraching/inserting/updating?
* What other considerations would be useful for improving the table 
field data load performance?ITSM 7.1 Patch 6 on ARS 7.1.0 Patch 6 on RHEL
Oracle 10gR3 on RHEL

Thanks in advance,
--
Shyam

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Character field with menu as "Drop-Down List"

[Shyam Attavar]

Dear Listers,

Is there some way to hide the "(Clear)" option that is shown in the menu (by 
default) if the menu is displayed as "Drop-Down List" on a character field?

We are on AR System 7.1.0 Patch 6

TIA,
--
Shyam

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Refreshing the DB for ITSM 7.1.0

[Shyam Attavar]

Dear Listers,

I have a need to refresh the production database back onto a test environment 
we are building. Since there have been quite a few customizations, we would 
like to get to a point where we can start leveraging the Test environment 
without having to individually migrate the customizations over. 

If refreshing the DB from production environment is considered risky due to the 
various notifications, escalations and approvals that might be pending, we can 
even refresh from our development server. 

Here's the environment:
ITSM 7.1.0 (except SRM)
ARS 7.1.0 Patch 6 running in a server group with four nodes on RHEL
Oracle 10gR3 RAC running on RHEL

Has anyone attempted something like this and has been comfortable with the 
refresh process. I have done this in the past on ITSM 6.x running on Oracle. I 
do realize exporting the ARADMIN schema from one instance and importing into 
another instance would get me started. However, I am more concerned with the 
data driven nature of ITSM 7.1.0 and there is more to the refresh process than 
meets the eye. 

I have never attempted this on ITSM 7.1.0 - hence my concern and posting to the 
list.

Any words of advice, things "to do", things "not to do", things to "watch out 
for", or not do this at all. 

Any feedback is welcome.

Thanks in advance,
--
Shyam

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Re: Refreshing the DB for ITSM 7.1.0

[Shyam Attavar]

Thanks for the suggestion Saby,

But I am looking for a way to move customizations only and not the data. 

Thanks to Joe D'Souza for his suggestion and I will most likely be using that 
for our needs.

Regards,
--
Shyam





From: Sabyson Fernandes 
To: arslist@ARSLIST.ORG
Sent: Fri, March 5, 2010 6:08:39 AM
Subject: Re: Refreshing the DB for ITSM 7.1.0

** 
Hi Shyam,

Have you looked into rrrChive? Its a great utility for copying over data from 
one server to another. I use it currently for copying data from a production 
server to a archive server and will shortly be using it to copy production data 
to our UAT environment so that users can test enhancements/fixes with 
production data. 

Regards,
Saby





From: Shyam Attavar 
To: arslist@ARSLIST.ORG
Sent: Thu, March 4, 2010 4:59:45 PM
Subject: Refreshing the DB for ITSM 7.1.0

** 
Dear Listers,

I have a need to refresh the production database back onto a test environment 
we are building. Since there have been quite a few customizations, we would 
like to get to a point where we can start leveraging the Test environment 
without having to individually migrate the customizations over. 

If refreshing the DB from production environment is considered risky due to the 
various notifications, escalations and approvals that might be pending, we can 
even refresh from our development server. 

Here's the environment:
ITSM 7.1.0 (except SRM)
ARS 7.1.0 Patch 6 running in a server group with four nodes on RHEL
Oracle 10gR3 RAC running on RHEL

Has anyone attempted something like this and has been comfortable with the 
refresh process. I have done this in the past on ITSM 6.x running on Oracle. I 
do realize exporting the ARADMIN schema from one instance and importing into 
another instance would get me started. However, I am more concerned with the 
data driven nature of ITSM 7.1.0 and there is more to the refresh process than 
meets the eye. 

I have never attempted this on ITSM 7.1.0 - hence my concern and posting to the 
list.

Any words of advice, things "to do", things "not to do", things to "watch out 
for", or not do this at all. 

Any feedback is welcome.

Thanks in advance,
--
Shyam
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