Re: Prevent User from using Client Tool

[Pierson, Shawn]

For that matter, why not do an Active Link with a Run Process that calls the 
wmic command to uninstall it.  I forget the exact syntax but I’m sure it is 
easily found on Google.  Something like:

C:\> wmic product where “description=’BMC Remedy Action Request System 7.6.4’ “ 
uninstall

I don’t know if it can uninstall the client if it’s actually running, so maybe 
the idea would be to have one action kick off the uninstaller and immediately 
after it exit the app you suggested.

That being said, I find the User Tool to be completely essential to working 
with Remedy as an administrator.  Without it, RBE would be unsupportable, for 
example since it doesn’t work right in the Mid Tier.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, September 23, 2015 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Prevent User from using Client Tool

**
Keith,
Create a shared workflow that fires on window open of your main forms.  Check 
the $CLIENT_TYPE$ keyword and any time the client type = 3, display a message 
saying that they aren't authorized to use that tool anymore, and then do an 
'Exit App' run-process, which will shut down the client...

On Wed, Sep 23, 2015 at 2:43 PM, Sinclair, Keith 
> wrote:
**
Is there a really good way to prevent users from using the User Tool?

We have removed the tool from new laptop builds, images, etc. However, there 
are some people who refuse to give up the tool unless we pry it from their cold 
dead hands. These people are also downloading and reinstalling the client when 
we do remove it.

So, what is a great way of preventing them from using it in the first place? I 
know I am not alone in the forcing of users away from the tool.

Thanks,

Keith Sinclair
Remedy Development
ShopperTrak Chicago, USA
O 312.676.8289
ksincl...@shoppertrak.com | 
shoppertrak.com
Retail Profitability, Improved.

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

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

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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Re: Prevent User from using Client Tool

[Misi Mladoniczky]

Hi,

That should work fine.

You could add a 1 to the end to allow GroupID 1 (Administrators) the
possibility to use ARUser anyway.

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

> I've never had to use it, but do you guys think that the
> Disable-Client-Operation ar.cfg/conf setting would help?
>
> Disable-Client-Operation: 3
>
> References:
> https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.conf+options+C-D
> https://docs.bmc.com/docs/display/public/ars81/List+of+Client+Type+ID
>
> Thad
>
> On Wed, Sep 23, 2015 at 2:25 PM, LJ LongWing  wrote:
>
>> **
>> Possibly, but, one possible down side to that is that you need to ensure
>> any integration that utilize the API are upgraded to use an API never than
>> that as well :)
>>
>> On Wed, Sep 23, 2015 at 3:16 PM, Grooms, Frederick W <
>> frederick.w.gro...@xo.com> wrote:
>>
>>> **
>>>
>>> Another way would be to set the Minimum API Version in the AR System
>>> Administration: Server Information (Configuration tab)
>>>
>>>
>>>
>>> That is assuming you are on a version of the AR System > than 7.6.04
>>>
>>>
>>>
>>> Fred
>>>
>>>
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] *On Behalf Of *Candace DeCou
>>> *Sent:* Wednesday, September 23, 2015 3:59 PM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: Prevent User from using Client Tool
>>>
>>>
>>>
>>> **
>>>
>>> Keith - you can likely use an active link error with a Run If where
>>> $CLIENT_TYPE$ != 9 (OR = some number) You'll have to go find the correct
>>> number that corresponds to the thick client user tool as I do not remember
>>> it off the top of my head, but that should work for you.  The 9 I believe
>>> indicates the web client.  Be prepared for some angry customers.
>>>
>>> Hope this helps
>>>
>>> Candace
>>>
>>>
>>>
>>>
>>>
>>> On Wed, Sep 23, 2015 at 1:43 PM, Sinclair, Keith <
>>> ksincl...@shoppertrak.com> wrote:
>>>
>>> **
>>>
>>> Is there a really good way to prevent users from using the User Tool?
>>>
>>>
>>>
>>> We have removed the tool from new laptop builds, images, etc. However,
>>> there are some people who refuse to give up the tool unless we pry it from
>>> their cold dead hands. These people are also downloading and reinstalling
>>> the client when we do remove it.
>>>
>>>
>>>
>>> So, what is a great way of preventing them from using it in the first
>>> place? I know I am not alone in the forcing of users away from the tool.
>>>
>>>
>>>
>>> Thanks,
>>>
>>>
>>>
>>> *Keith Sinclair*
>>>
>>> Remedy Development
>>>
>>> ShopperTrak Chicago, USA
>>>
>>> *O* 312.676.8289
>>>
>>> ksincl...@shoppertrak.com | shoppertrak.com
>>>
>>> *Retail Profitability, Improved.*
>>>
>>>
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
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>

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Migration of SHA1 certificate on AD to SHA2 format and its impact to remedy

[Karthik]

Hi List,


There is a plan to migrate the certificates on the AD Server based on SHA1
algorithm to SHA2 algorithm.
Remedy uses the same certificates (imported into certdb – currently SHA1)
to authenticate via LDAP. I would like to know if moving to SHA2 would
potentially create any issues with respect to Authentication. In other
words, is Remedy area plugin on 7.6.04 SP5 compatible with SHA2 based
certificates?

I dont have a stage AD server to connect to as STage and Prod connect to
the same AD server
I have asked this question to BMC as well, however if you have any
experience on similar lines, kindly share.


-- 
- Karthik

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Re: How does one track down a missing or broken DB table (ARERR 481)?

[LJ LongWing]

Rick,
I recommend this article :)

https://docs.bmc.com/docs/display/public/ars81/Running+the+database+consistency+checker

On Thu, Sep 24, 2015 at 9:27 AM, Rick Westbrock 
wrote:

> **
>
> A while back my development server started throwing ARERR 481 on startup
> where the log only says "Requested database table not found.  Please check
> the spelling (table name is case-sensitive)". I was really disappointed to
> see that it did not actually list the table with which it was having
> problems since that seems like a logical piece of data to include in the
> error message.
>
>
>
> I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that
> not only could it be a missing table but it could also be that "the correct
> column information (for example, the right number of columns) for the
> external schema was not retrieved.". (I love that tool since it is a very
> quick way of getting more details about system error codes.)
>
>
>
> The only thing I can think of that happened around the time the errors
> started was maybe while working with a pair of tables (one regular, one
> view) I borked up something and might have had to reimport one of the
> forms. I am not sure if that was before or after the 481 errors started
> appearing though.
>
>
>
> Does anybody have a good method of tracking down the table that is missing
> or broken that might be throwing the error on startup? All of our apps work
> fine including the forms that I fixed but I'm still getting the error. When
> I first looked at this I did find a problem with a row in the arschema
> table but that was resolved.
>
>
>
>
>
> -Rick
>
>
>
> *_*
>
>
> *Rick Westbrock *AppOps Engineer | IT Department
> 24 Hour Fitness USA, Inc.
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: How does one track down a missing or broken DB table (ARERR 481)?

[Jarl Grøneng]

Hi

You can turn on sql-logging.

Another option is this tool:
https://docs.bmc.com/docs/display/public/ars81/Running+the+database+consistency+checker

--
J

2015-09-24 17:27 GMT+02:00 Rick Westbrock :

> **
>
> A while back my development server started throwing ARERR 481 on startup
> where the log only says "Requested database table not found.  Please check
> the spelling (table name is case-sensitive)". I was really disappointed to
> see that it did not actually list the table with which it was having
> problems since that seems like a logical piece of data to include in the
> error message.
>
>
>
> I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that
> not only could it be a missing table but it could also be that "the correct
> column information (for example, the right number of columns) for the
> external schema was not retrieved.". (I love that tool since it is a very
> quick way of getting more details about system error codes.)
>
>
>
> The only thing I can think of that happened around the time the errors
> started was maybe while working with a pair of tables (one regular, one
> view) I borked up something and might have had to reimport one of the
> forms. I am not sure if that was before or after the 481 errors started
> appearing though.
>
>
>
> Does anybody have a good method of tracking down the table that is missing
> or broken that might be throwing the error on startup? All of our apps work
> fine including the forms that I fixed but I'm still getting the error. When
> I first looked at this I did find a problem with a row in the arschema
> table but that was resolved.
>
>
>
>
>
> -Rick
>
>
>
> *_*
>
>
> *Rick Westbrock *AppOps Engineer | IT Department
> 24 Hour Fitness USA, Inc.
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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AR 8.1 Security - Common Criteria Certification

[Abhijit Rajwade]

AR 8.1 has achieved Common Criteria Certification in May 2015

 Refer to the following Common Criteria Certification artifacts

Security Target document – 
https://www.commoncriteriaportal.org/files/epfiles/bmc-remedy-v81-sec-eng.pdf
Certification document  – 
https://www.commoncriteriaportal.org/files/epfiles/bmc-remedy-v81-cert-eng.pdf

--- Abhijit Rajwade

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How does one track down a missing or broken DB table (ARERR 481)?

[Rick Westbrock]

A while back my development server started throwing ARERR 481 on startup where 
the log only says "Requested database table not found.  Please check the 
spelling (table name is case-sensitive)". I was really disappointed to see that 
it did not actually list the table with which it was having problems since that 
seems like a logical piece of data to include in the error message.

I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that not 
only could it be a missing table but it could also be that "the correct column 
information (for example, the right number of columns) for the external schema 
was not retrieved.". (I love that tool since it is a very quick way of getting 
more details about system error codes.)

The only thing I can think of that happened around the time the errors started 
was maybe while working with a pair of tables (one regular, one view) I borked 
up something and might have had to reimport one of the forms. I am not sure if 
that was before or after the 481 errors started appearing though.

Does anybody have a good method of tracking down the table that is missing or 
broken that might be throwing the error on startup? All of our apps work fine 
including the forms that I fixed but I'm still getting the error. When I first 
looked at this I did find a problem with a row in the arschema table but that 
was resolved.


-Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: How does one track down a missing or broken DB table (ARERR 481)?

[Rick Westbrock]

I made the rookie mistake of not including my ARS version 7.1 in my initial 
post. /facepalm

LJ, I am not sure if that utility is available for 7.1 since one of the command 
line parameters is the  which I don’t think existed before 
version 7.5. I will still try to make it work though.

Jarl, I did have SQL logging on but couldn’t find anything helpful. It shows 
SQL Trace Log stopping at 07:39 (when I ran the restart script) and starting at 
07:43 but the string “err” isn’t even in the first minute of the log (shown 
below) but the 481 error was logged in arerror.log at 07:41.

arerror.log
Thu Sep 24 07:41:28 2015  390600 : Requested database table not found.  Please 
check the spelling (table name is case-sensitive) (ARERR 481)

arsql.log
  /* Thu Sep 24 2015 07:39:27.8954 */SQL Trace Log -- OFF
  /* Thu Sep 24 2015 07:43:18.1889 */SQL Trace Log -- ON (AR 
Server 7.1.00 Patch 011 201007230200)
  /* Thu Sep 24 2015 07:43:18.2519 */CONNECT ARAdmin
  /* Thu Sep 24 2015 07:43:18.3376 */SELECT BANNER FROM 
V$VERSION


-Rick
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, September 24, 2015 8:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
Rick,
I recommend this article :)

https://docs.bmc.com/docs/display/public/ars81/Running+the+database+consistency+checker

On Thu, Sep 24, 2015 at 9:27 AM, Rick Westbrock 
> wrote:
**
A while back my development server started throwing ARERR 481 on startup where 
the log only says "Requested database table not found.  Please check the 
spelling (table name is case-sensitive)". I was really disappointed to see that 
it did not actually list the table with which it was having problems since that 
seems like a logical piece of data to include in the error message.

I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that not 
only could it be a missing table but it could also be that "the correct column 
information (for example, the right number of columns) for the external schema 
was not retrieved.". (I love that tool since it is a very quick way of getting 
more details about system error codes.)

The only thing I can think of that happened around the time the errors started 
was maybe while working with a pair of tables (one regular, one view) I borked 
up something and might have had to reimport one of the forms. I am not sure if 
that was before or after the 481 errors started appearing though.

Does anybody have a good method of tracking down the table that is missing or 
broken that might be throwing the error on startup? All of our apps work fine 
including the forms that I fixed but I'm still getting the error. When I first 
looked at this I did find a problem with a row in the arschema table but that 
was resolved.


-Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.

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

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

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Re: How does one track down a missing or broken DB table (ARERR 481)?

[Jason Miller]

I just searched through our PDF archive back to 3.0. The earliest match for
the checkdb option was in the 7.5 docs.

I would expect that kind of thing to be captured in the sql log or at least
one of the logs. I would try logging API, SQL, Filter, Escalation to the
same log file and use LJ's ParseString utility to look for ARERR. If a
match is found get the RPC ID and then run the log through the utility
again looking for that RPC ID. Doing this has helped me so many times
quickly find odd errors that would usually a pain to find (also works well
for striping down server-side logs to a specific user prior to it being
available in 9.0).

Jason

On Thu, Sep 24, 2015 at 11:14 AM Rick Westbrock 
wrote:

> **
>
> I made the rookie mistake of not including my ARS version 7.1 in my
> initial post. /facepalm
>
>
>
> LJ, I am not sure if that utility is available for 7.1 since one of the
> command line parameters is the  which I don’t think
> existed before version 7.5. I will still try to make it work though.
>
>
>
> Jarl, I did have SQL logging on but couldn’t find anything helpful. It
> shows SQL Trace Log stopping at 07:39 (when I ran the restart script) and
> starting at 07:43 but the string “err” isn’t even in the first minute of
> the log (shown below) but the 481 error was logged in arerror.log at 07:41.
>
>
>
> *arerror.log*
>
> Thu Sep 24 07:41:28 2015  390600 : Requested database table not found.
> Please check the spelling (table name is case-sensitive) (ARERR 481)
>
>
>
> *arsql.log*
>
>
>   /* Thu Sep 24 2015 07:39:27.8954 */SQL
> Trace Log -- OFF
>
>
>   /* Thu Sep 24 2015 07:43:18.1889 */SQL
> Trace Log -- ON (AR Server 7.1.00 Patch 011 201007230200)
>
>
>   /* Thu Sep 24 2015 07:43:18.2519 */CONNECT
> ARAdmin
>
>
>   /* Thu Sep 24 2015 07:43:18.3376 */SELECT
> BANNER FROM V$VERSION
>
>
>
>
>
> -Rick
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Thursday, September 24, 2015 8:45 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: How does one track down a missing or broken DB table
> (ARERR 481)?
>
>
>
> **
>
> Rick,
>
> I recommend this article :)
>
>
>
>
> https://docs.bmc.com/docs/display/public/ars81/Running+the+database+consistency+checker
>
>
>
> On Thu, Sep 24, 2015 at 9:27 AM, Rick Westbrock 
> wrote:
>
> **
>
> A while back my development server started throwing ARERR 481 on startup
> where the log only says "Requested database table not found.  Please check
> the spelling (table name is case-sensitive)". I was really disappointed to
> see that it did not actually list the table with which it was having
> problems since that seems like a logical piece of data to include in the
> error message.
>
>
>
> I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that
> not only could it be a missing table but it could also be that "the correct
> column information (for example, the right number of columns) for the
> external schema was not retrieved.". (I love that tool since it is a very
> quick way of getting more details about system error codes.)
>
>
>
> The only thing I can think of that happened around the time the errors
> started was maybe while working with a pair of tables (one regular, one
> view) I borked up something and might have had to reimport one of the
> forms. I am not sure if that was before or after the 481 errors started
> appearing though.
>
>
>
> Does anybody have a good method of tracking down the table that is missing
> or broken that might be throwing the error on startup? All of our apps work
> fine including the forms that I fixed but I'm still getting the error. When
> I first looked at this I did find a problem with a row in the arschema
> table but that was resolved.
>
>
>
>
>
> -Rick
>
>
>
> *_*
>
>
> *Rick Westbrock *AppOps Engineer | IT Department
> 24 Hour Fitness USA, Inc.
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Prevent User from using Client Tool

[Jason Miller]

If you want to be a bit nasty but not alter their machine you can have a
Filter that looks for $CLIENT-TYPE$ = 3 that has Run Process:
Application-Invalidate-User.

Then they can't get back in until somebody resets/clears the password in
the User form. And it is a filter so there is no playing goofy games to get
around it.

Jason

On Thu, Sep 24, 2015 at 5:36 AM Pierson, Shawn <
shawn.pier...@energytransfer.com> wrote:

> **
>
> For that matter, why not do an Active Link with a Run Process that calls
> the wmic command to uninstall it.  I forget the exact syntax but I’m sure
> it is easily found on Google.  Something like:
>
>
>
> C:\> wmic product where “description=’BMC Remedy Action Request System
> 7.6.4’ “ uninstall
>
>
>
> I don’t know if it can uninstall the client if it’s actually running, so
> maybe the idea would be to have one action kick off the uninstaller and
> immediately after it exit the app you suggested.
>
>
>
> That being said, I find the User Tool to be completely essential to
> working with Remedy as an administrator.  Without it, RBE would be
> unsupportable, for example since it doesn’t work right in the Mid Tier.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Wednesday, September 23, 2015 3:59 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Prevent User from using Client Tool
>
>
>
> **
>
> Keith,
>
> Create a shared workflow that fires on window open of your main forms.
> Check the $CLIENT_TYPE$ keyword and any time the client type = 3, display a
> message saying that they aren't authorized to use that tool anymore, and
> then do an 'Exit App' run-process, which will shut down the client...
>
>
>
> On Wed, Sep 23, 2015 at 2:43 PM, Sinclair, Keith <
> ksincl...@shoppertrak.com> wrote:
>
> **
>
> Is there a really good way to prevent users from using the User Tool?
>
>
>
> We have removed the tool from new laptop builds, images, etc. However,
> there are some people who refuse to give up the tool unless we pry it from
> their cold dead hands. These people are also downloading and reinstalling
> the client when we do remove it.
>
>
>
> So, what is a great way of preventing them from using it in the first
> place? I know I am not alone in the forcing of users away from the tool.
>
>
>
> Thanks,
>
>
>
> *Keith Sinclair*
>
> Remedy Development
>
> ShopperTrak Chicago, USA
>
> *O* 312.676.8289
>
> ksincl...@shoppertrak.com | shoppertrak.com
>
> *Retail Profitability, Improved.*
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> Private and confidential as detailed here
> . If you cannot
> access hyperlink, please e-mail sender.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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ITSM 9 Smart Reporting and Amazon Web Services

[Warren R. Baltimore II]

Wondering if anyone out there has had a similar issue.

We are installing the whole ARS9/itsm 9 suite on a Virtual Server from
Amazon Web Services.

It's ITSM 9 patch 1 on Windows 2012 operating system connecting to SQL 2010
(I thinkmay be wrong about that last bit).

Anyway, my partner has discovered a bug with the installer for Smart
Reporting.  Evidently the Servername cannot have any special characters in
the install setup process.  Now, while our servername is clean in that
regards, the FQDN is full of periods and dashes which breaks the install.
We can't figure out a way around this?  My buddy is pulling his hair out
trying to figure this one out.

-- 
Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: ITSM 9 Smart Reporting and Amazon Web Services

[Lippincott, Levi (OMA-GIS)]

Warren,

I was installing Smart Reporting 9 SP1 and ran into a similar issue. The error 
messages I was getting were not as clear as they should have been.

After a few days dealing with support and them talking to the developers of the 
install package we were able to get my install to work by having the server 
name FQDN in the host and then for the DB name something with no spaces or 
special characters, and then the instance name we had to put the server short 
name. Once we did that the install worked.

Maybe that will work for you, my host name had periods but no dashes. So you 
might still be stuck, hope that helps.

Levi Lippincott / Remedy Administrator

+1 402 561 7014 office
+1 402 321 5421 mobile
levi.lippinc...@interpublic.com

Interpublic Group  6825 Pine Street, Omaha, NE 68106

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Thursday, September 24, 2015 6:30 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 9 Smart Reporting and Amazon Web Services

**
Wondering if anyone out there has had a similar issue.
We are installing the whole ARS9/itsm 9 suite on a Virtual Server from Amazon 
Web Services.
It's ITSM 9 patch 1 on Windows 2012 operating system connecting to SQL 2010 (I 
thinkmay be wrong about that last bit).
Anyway, my partner has discovered a bug with the installer for Smart Reporting. 
 Evidently the Servername cannot have any special characters in the install 
setup process.  Now, while our servername is clean in that regards, the FQDN is 
full of periods and dashes which breaks the install.  We can't figure out a way 
around this?  My buddy is pulling his hair out trying to figure this one out.

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: AR 8.1 Security - Common Criteria Certification

[Jarl Grøneng]

Great news!

--
J

2015-09-24 17:41 GMT+02:00 Abhijit Rajwade :

> AR 8.1 has achieved Common Criteria Certification in May 2015
>
>  Refer to the following Common Criteria Certification artifacts
>
> Security Target document –
> https://www.commoncriteriaportal.org/files/epfiles/bmc-remedy-v81-sec-eng.pdf
> Certification document  –
> https://www.commoncriteriaportal.org/files/epfiles/bmc-remedy-v81-cert-eng.pdf
>
> --- Abhijit Rajwade
>
>
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>

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