**
Be sure to post it to http://www.arswiki.org/
!
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben
ChristensonSent: Tuesday, July 18, 2006 8:02 AMTo:
arslist@ARSLIST.ORGSubject: OT: Open Source Remedy API
Utility
**
Hello all,We are
Looks great! But I do not agree with this statement:
...and the Remedy Web Service support is extremely limited.
At least there is XSD support in AR System and there is support for
parent-child relationship in web services.
--
Jarl
On 7/18/06, Ben Christenson [EMAIL PROTECTED] wrote:
**
Hello
**
Hi All
Has anyone gone through this yet? We are looking at putting a plan together for this upgrade.
We are currently at ARS 6 and ITSM 5.6 (HD/CHG/AST). I know the cmdb is very important to the whole suite and we will focus on that first and allotted the most time to it currently. Then we
test ... timestamp 9:54EST
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I just recently went to 6.3 and didn't want 5.1.2 clients hitting the new
system, so I made an active link that fires whenever a user hits the Home
Page, one of the consoles (Support, Mgmt, etc.) or the main forms
(HPD:HelpDesk, etc.). It throws an ARERR and tells them to either get a new
client
i was able to register last Friday with out any problems
Mike C -- got the thumbs up! see you there
On Thu, 13 Jul 2006 08:50:04 -0400, igor ivanov [EMAIL PROTECTED]
wrote:
How many times did you try to register?
I did it three times, put in all of my info, submitted Credit Card, and
was
I registered on Friday, July 14th without any issues
On Thu, 13 Jul 2006 08:50:04 -0400, igor ivanov [EMAIL PROTECTED]
wrote:
How many times did you try to register?
I did it three times, put in all of my info, submitted Credit Card, and
was
kicked out back to login screen ... and still on
I've send a post, but it seems it didn't arrive. What's up?!
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I was able to register but when I got the confirmation back it showed
someone else billing information - and showed I paid with an American
Express and didn't. I called Support and they said they had a problem
and were working to correct. As of yesterday they still had not
corrected.
Pam
**
This is not possible to
do on a module by module basis, since the v6 and v7 apps don't even resemble one
another. Here's what I would recommend:
Install ITSM 7 on a dev
or sandbox server, and learn how to configure it. I mean really learn it -
there's a lot more to that in v7. Learn
I remember this problem - I'm pretty sure there's a patch that fixes it.
Rick
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darren Lau
Sent: Tuesday, July 18, 2006 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Loosing form
When users try to create or search on a Helpdesk ticket the window opens
but it is not sized correctly. It cuts off 1/3 of the way through the
right columns where Case Type is located. We are using version 6.0. This
just started happening. I know it is only related to the Helpdesk form
Do your clients have the Server_1_alias and Server_2_alias entries in
their hosts file?
If you can not ping the servers (from the server) by the alias then it
will not work. What is it about having the alias in the server's hosts
file that the network people are complaining about? Some of our
We had this same issue just this morning and I noticed something
interesting...
After installing the 7 mid-tier, in the config tool under the server
settings the server showed in the list and the password column showed
to imply that it held a password. After re-entering the password under
Title: Message
**
I've run through it a couple of times
already and here's what I would suggest.
Do a fresh install, and leave all of the
data you can on the old database, which should be set aside for reporting.
It's ok to move over some of the things like the configuration
Hi
On a similar theme, has anyone else noticed that Packing Lists in v7 only
seem to retain a reference to a single menu item. Add multiple menu items to
a packing List, save and close. Reopen it and you will see that only the
first menu is included.
Regards
David Sanders
Remedy Solution
You can do that by opening the form in the Admin tool, adjusting the
size and storing it.
George
On 7/17/06, Andrea Aveytua [EMAIL PROTECTED] wrote:
When users try to create or search on a Helpdesk ticket the window opens
but it is not sized correctly. It cuts off 1/3 of the way through the
**
Hi Listers,
I am trying to create a Remedy Data
Quality Guide for Remedy users to follow so that cases have sufficient information
in them, from when they are created to when they are Resolved. This includes
selecting the correct CTIs to populating the Resolution Text field.
I
Rick,
I don't think it's a patch issue as we're having the same exact problem
on our 5.1.2 Patch 1375 server and our 7.0 Patch 1 server. If it was
I'm sure they would have fixed it two versions later. Or maybe not. ;-)
Darren
-Original Message-
From: Action Request System discussion
**
We currently are on
ARS server 5.1.2 Patch 1428
Oracle 9i2
Windows 2003
In the next couple of weeks we will be upgrading the Oracle database to 10g and the ARS platform to v6.3 (original plan). The question is to those of you with v7.0 experience now that it's been out for a bit of time,
Michiel,
Thank you very much. I am going to install it on the server. Hopefully it
works.
Jim
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Wednesday, July 19, 2006 1:27 AM
To: arslist@ARSLIST.ORG
**
I think the problem is How wide is
your individual tool set? rather than how many admins it will take to
maintain the tool. If you are going to be a one person shop then you not
only have to know how to add and remove
users, update menus and how to add and maintain group lists to match
Anybody know if RocKnot is still in business.
We've been trying to check out their ARS performance testing tool
Barry Lindstrom
[EMAIL PROTECTED]
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http://www.rocknot.com/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barry Lindstrom
Sent: Wednesday, July 19, 2006 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Rock is Not?
Anybody know if RocKnot is still in business.
List,
I am trying to create a report in Crystal the Calculate the Time to
Resolution and also just accounting for a Business Schedule of Monday to
Friday, 7am to 6pm. If any one on the list has any ideas please let me
know.
Thanks,
Frank Wall
Administrator
**
Rick,
I was hoping you would say v7. I'd love the ppt. And we will be using mid-tier after the upgrade and that was one of the things I was excited about.
Appreciate your response,
Susan
On 7/19/06, Rick Cook [EMAIL PROTECTED] wrote:
**
I would absolutely go to v7. It will give you
rocKnot is no longer in business.
Christopher Pruitt
Consultant Specialist
EDS - Bank of America
I3-Inventory IW Infrastructure Team
Phone: +1-972-605-7702 (8-835)
mailto:[EMAIL PROTECTED]
Confidentiality Notice: This message and any files transmitted with it
are intended for the sole use
Jarl,
Thanks for pointing me in the right direction. I initially used the
following code based on the ApiDoc:
serverUser = new ARServerUser(username, password, , connectionUrl);
Util.ARSetServerPort(serverUser, new NameID(connectionUrl), portTCP, portRPC);
serverUser.login();
String menuName =
**
Azad,
Hiya, this is an interesting thought - I've pushed for consistency in entry of tickets, have put together guides and best practices, but that has never helped that much. We've got people who have been either using the system for years, or just seem unwilling to follow our practices.
I forgot to mention one important thing:
My own code worked correctly if I set the environment variable
ARTCPPORT=2000 before running the programm, otherwise I just got the
error 90 message - this applies both for Windows and Solaris... Very
strange..
On 7/19/06, George Barsan [EMAIL PROTECTED]
Good Afternoon List:
I'm attempting to install the ITSM 7 suite. It was running great up until I
got to Incident Management. Now, Its sitting there saying Loading
Application: fnp system, and I see an error with an ARERR 91 and that it
couldnt load a specific def file.
Its been sitting
**
Out of curiousity, what happened to them? I heard they were pretty good from hearsay??
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Time Warner Cable Project,
Virginia.
- Original Message From: "Pruitt, Christopher J" [EMAIL PROTECTED]To: arslist@ARSLIST.ORGSent:
Did you follow the prerequisite list in the docs, including setting the
multithreading in ARS? How about your transaction logs at the DB level
- are they full? Check the size of your tempDb DB, too.
I installed Incident in about an hour total, so something is definitely
wrong.
Rick
**
If there out of business, there Website doesn't seem to know!
On 7/19/06, Joe DeSouza [EMAIL PROTECTED] wrote:
**
Out of curiousity, what happened to them? I heard they were pretty good from hearsay??
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Time Warner Cable Project,
**
Hi everyone:
Has anyone on the list successfully modified a login.jsp
file such that it discovers the user's username automatically through the
web server?
It seems to me that if you're running IIS and you
force the user to authenticate himself to the IIS server, his username
Yea.. and their website is also preparing for RUG 2005. (So if they
are not dead, then their web person is asleep, or dead.)
Sad to see them go...
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Solution = People + Process + Tools
Fast, Accurate,
We are looking for a software package that can build an Entity Relationship
diagram.
Does anyone have any suggestions?
Thanks!
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Is there a way to change a field to 'display only' once you have created it?
Thanks!
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Nope. You gotta delete it and recreate it, because DO fields are stored
differently in the DB metatables. As long as you use the same field ID,
and replace it before modifying that workflow, workflow won't be
affected (except for workflow that won't run on DO fields, like Set
Fields actions).
DBDesigner4 from FabForce (open source) is great if you want to create a new ER
diagram from scratch. It was designed for MySQL, but the diagrams are
appropriate for any DB. However, if you are looking to model (auto-created)an
existing DB, this may not be the tool.
More info:
I was thinking it might be something in ARCONTAINER but you are right
that the Primary form data looks like it is stored in CNTR_OWNR_OBJ.
With all of the logs turned on are there any error messages in them when
you start the service? What's your OS and DB (we use Solaris and Oracle
and I've
**
Not sure if this is applicable to all databases - familiar with SQL server, Oracle and Sybase - but since Remedy does not incorporate referential integrity in their tables most modeling tools are just going to bring back a whole bunch of tables scattered around a screen. I believe you would
Delete and re-create.
I've done it by cutting (Ctrl-X) it from the form, saving the form,
pasting (Ctrl-V) the field back and changing it to Display-Only before
saving the form again.
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
Title: Message
**
This
one is pretty easy. First, add the following somewhere towards the
beginning of the login.jsp file:
% String domUser =
request.getRemoteUser(); if
(domUser.startsWith("DOMAIN\\")){
domUser = domUser.substring(7); } if
**
Has
anybody successfully implemented any type of internal SSO device?
If so, what did you do and does it function with support agents in the midtier?
Thank You,
Chris
Doble
Mobile:949-533-5346
Email:[EMAIL PROTECTED]
Web: http://www.aisconsulting.net
Hi Brian:
Its W2K3 with SQL 2000. I actually deleted the entries out of
SHR:Application_Properties, did a little bit of performance tweaks turned
off what was unneccesary and now it seems to be installing much better.
Thanks to all who replied!
From: Brian Baker (bbaker2) [EMAIL
**
I'm accessing Remedy web services for the first time, and running into an error.
I'm using Java/Axis as the client, and I generated the client stubs using WSDL2Java. This gives me two classes (one for submitting requests, one for modifying requests), based on two WSDL files.
When my code
I'm interested in any resolution to this also as we are suffering
pretty much the same problem. Again with an AXIS web service trying to
submit a record.
I've done a test with another AR Server submitting and retrieving an
entry and that works a treat, but the AXIS web service is erroring in
Dan,
I would check Remedy's KB on this. If memory serves some later
versions of Axis WSDL2Java generated classes need a few tweaks for
them to work right. (not sure google would be the right
authoritative source for such info.)
--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS =
Our WSDL is a remedy auto-generated one and the fields are in the WSDL
however very few of them are officially 'required' but are optional.
The people wanting to use my webservice have been given a list of the
required fields and that's what they are sending, so they aren't
sending all the
I figured this out, after stepping through the axis source code. (Good thing
the source is available!)
The Axis generated stubs (from WSDL2Java) set all of the method parameters to
be in the header (specifically, lines of code in the stub look like this next
fragmenet, where the next to
Stephen,
Be aware that the WSDL may require an element when the form does not
require a value. You have to set the elements to be nillable (I
think) in the Remedy Web service for it to allow the client to not
bother to send those elements at all.
Apparently Required/Optional values are not _by
If you want to keep the data that is in the field you could use the
Change ID utility from Community Downloads to change the ID of the
existing field. Then create the new DO field with the same ID as the
original field.
Stephen
-Original Message-
From: Action Request System discussion
Classification: UNCLASSIFIED
I had the same error but fixed it like Dan Hardy said, but now the issue
is when it tries to come back it says that it cannot find the return
value. This is because for some reason creating a default Web Service on
Remedy's side does not set the default namespace
Title: Message
**
Shawn have you ever done this for the 7.0 MidTier? The
login.jsp is not the same. I have been trying unsuccessfully to get it to
work.
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson,
ShawnSent: Wednesday, July 19, 2006
Create a form and put the following in the ar.cfg file:
Init-Form: IPC:DefaultForm
This will allow you to initiate workflow on login to the server. We use it
to re-direct each user to a default form.
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Remedy created a SSO API for my company. It works great. We got it a
couple of months ago. I would contact them.
-tim
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Susan,
There are different editions for Visio. You will need Professional
edition, it is not featured in Standard edition.
See http://www.microsoft.com/office/visio/prodinfo/editions.mspx
They call the feature Database diagrams with reverse engineering of
any ODBC compliant data source
Kind
**
Hi list.
We have Oracle 817, ARS 5.1, on Sun
boxes.
We are sending data using webmethods software to
the database, and asking for a return request ID. For some reason the data is
not getting updated in the database.
Remedy IS returning the request ID back to
webmethods, as if the
Ron;
You are using the built in e-mail features of Remedy e-mail
integration. This method as you have seen has limitations.
You could just turn off the E-mail Actions for the mailbox and build
your own workflow to add e-mails to tickets.
You just make sure the e-mails have specific words
**
Hello listers:
Ive a problem with File System Plug In
(ARDBCFS), the environment is OS Solaris 9.0 and ARSystem 6.3, and the problem
is the following one, when I send a file to the unix file system, this stored
like binary
type instead of ascii, therefore the file keeps
special
Are you using it for support agents or requesters? Any issues at all?
Thank You,
Chris Doble
Mobile:949-533-5346
Email: [EMAIL PROTECTED]
Web: http://www.aisconsulting.net
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of
Current Production and Test Server
OS: Windows 2000 Server
DB: Oracle 9.2.0.7.0
AR: 5.1.2 Patch 1375
Future Production and Test Server
OS: Windows 2003 Server
DB: Oracle 9.2.0.7.0
AR: 7.0 Patch 1
Turned on all the logs for both 5 and 7 and did the restart. No
pertinent error messages.
Wow, your Incident install took 1 hour? My install took 6 hours on 1
server and 9 hours on another server. (It was the 1st app I installed in
the ITSM suite, so therefore, Financial Management and all the other common
apps had to be installed). I thought it hung, but fortunately I checked
Multithreading (min 2, max 4+) the Fast/List servers is actually a strong
recommendation, if not a requirement, for installing CMDB 2.0. This is because
of the private servers that process uses. I can certainly see how the
multi-threading would pay dividends with the rest of the install as
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