Re: How to configue Action of Milestone in SLM
Hi Nair, Thanks for quick response. Congratulate with the new company AtoS. I have the following fields related to manager on HPD: Help Desk form; Assg Manager Login ID Assg Manager SGRole ID Assg Manager Prev SGRole ID I checked form customer manager email id but I could not found the form. Can you please send me documentation related to this issue. Thanks Regards Amanullah From: Nair, Rajesh SISPL [mailto:nairraj...@atos.net] Sent: Monday, October 10, 2011 9:01 AM To: IT (Amanullah Bashir Ahmed) Cc: arslist@ARSLIST.ORG Subject: RE: How to configue Action of Milestone in SLM You Bro Greeting, Replying to your queries after a long time. Look its very simple. There will be a field is in hidden mode on the Helpdesk form which populates the name of the managers and this values come from a form called customer manager email id (something like this.) You can configure the manager's name over their and the system will pick up the data from this form and populate it in the HD form based on the RSD. I have developed a different form which populates data based on RSD and CTI combination both. Try the first one Rajesh Nair Tel: +91 22 39372027 HCC 247 Park, Hincon House, Tower-A, 8th floor, LBS Marg, Vikhroli (West), Mumbai 400 083, www.atos.nethttp://www.atos.net/ [cid:image002.gif@01CC873E.BB0B8C00] As of July 1st 2011, Siemens IT Solutions and Services is an Atos business. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Monday, October 10, 2011 10:21 AM To: arslist@ARSLIST.ORG Subject: How to configue Action of Milestone in SLM Hi there, Version 7.1 In SLM(Service Level Management) I have to configured that when incident time passed 40% the email should go to Incident manager. I have already configured for 50 % the mail is going to assignee and its working fine. Assignee field is there while creating Action of milestone, but Incident manager field is not there. How can I create an action of milestone in a way that at 40% incident time the email will go to Incident manager? Thanks Regards Amanullah DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. Click herehttps://www.mailcontrol.com/sr/JH9tKV3OVBbTndxI!oX7UnuOxmQAREkGSf0HDZgnKQjCGg3OjVSjdzX7jJaERmJ9IEZflx!5bMqz5oFEicUPXg== to report this email as spam. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are inline: image001.gifinline: image002.gif
Re: AIE. Annoying message every minute in log file
Hi Doug, The problem is that I need debugging log activated to know if there have been errors, how many cis has been updated, created and so. If, as you mention, there is no way of selective debugging, the only option that I have is increasing sync interval in aie configuration file. At least I will not get such a big log file than keeping the default sync interval set in one minute. I do not like too much this solution, because the famous message will go on appearing in the log, but what I see is that the product does not let any other alternative. Thanks. Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/AIE-Annoying-message-every-minute-in-log-file-tp6868536p6876196.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Parsing XML in a filter
Did this a few years ago; created a C filterplugin that parses the xml using the libxml library. The input was the xml, and one or more XPATH stings, and the plugin return the value(s) If the the same requirement was today, I'll go for the Java filter plugin. Regards, Jarl 2011/10/7 Ramey, Anne anne.ra...@nc.gov: ** Is there a good way to parse XML in a filter? I need to get certain data out of a field that is stored a character field in XML format… Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: AIE. Annoying message every minute in log file
Hi, The form AIE:Exchange_Runs holds the same information as the logfile, you can se the total number of records processed. Regards, Jarl 2011/10/10 Sergio Tomillero stomill...@gmail.com: Hi Doug, The problem is that I need debugging log activated to know if there have been errors, how many cis has been updated, created and so. If, as you mention, there is no way of selective debugging, the only option that I have is increasing sync interval in aie configuration file. At least I will not get such a big log file than keeping the default sync interval set in one minute. I do not like too much this solution, because the famous message will go on appearing in the log, but what I see is that the product does not let any other alternative. Thanks. Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/AIE-Annoying-message-every-minute-in-log-file-tp6868536p6876196.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Special characters while consuming web service
Hi, We got problem with the data encoding while consuming an external web service. All the data viewed from forms or database seem to look fine. Althoug in the outgoing SOAP message I can see: ?xml version=1.0 encoding=UTF-8? ... ns1:ticket_descriptionz#x119;#x15B;ciowy brak ost#x119;p/ns1:ticket_description Any sugestions what to check? ARS 7.6.03 Oracle 11g OS:Linux RedHat 2.6.18 regards, Marek ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: TelAlert Integration Question
Did you look at the form called Config Pager Service Provider? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L Sent: Friday, October 07, 2011 10:07 AM To: arslist@ARSLIST.ORG Subject: TelAlert Integration Question ** Upgrading to 7.64 and trying to complete the integration with TelAlert for our cell phone notifications. Been working with the TelAlert folks and all is done except to find the Filter which calls the Run Process for the integration. I've been told that it is out of the box functionality but I can't find it. Any help would be greatly appreciated. Terri ITSM 7.64 Both Remedy and TelAlert servers are Windows TelAlert 5.71 This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: TelAlert Integration Question
Christie - Yes, I created a new filter and am able to send and acknowledge tickets using TelAlert. The remaining piece is to complete the reply_remedy.pl file with updated 7.64 field ids so that the ticket can actually be acknowledged. Here is a snippet of the file if anyone wants to take a stab at helping me to replace old to new fields ;) # ARS Field Id's $HD_CALLID=1; $HD_STATUS=7; $HD_PROB_SUMMARY=8; $HD_PROB_DETAIL=24007; $HD_CASE_TYPE=26130; $HD_SOURCE=26128; $HD_WORK_LOG=24008; $HD_URGENCY=24009; $HD_CATEGORY=20003; $HD_TYPE=20004; $HD_ITEM=20005; $HD_USERNAME=24001; $HD_USERPHONE=26128; # # ARS Status Field Values $HD_STATUS_New=0; $HD_STATUS_ASSIGNED=1; $HD_STATUS_WIP=2; $HD_STATUS_PENDING=3; $HD_STATUS_RESOLVED=4; $HD_STATUS_CLOSED=5; # # ARS Priority Field Values $HD_PRIORITY_LOW=0; $HD_PRIORITY_MEDIUM=1; $HD_PRIORITY_HIGH=2; $HD_PRIORITY_URGENT=3; $HD_PRIORITY_CLEAR=4; # # ARS Impact Field Values $HD_IMPACT_LOW=0; $HD_IMPACT_MEDIUM=1; $HD_IMPACT_HIGH=2; $HD_IMPACT_URGENT=3; # ~ Terri Lockwood IT Service Excellence/Operations Systems Management Sr. Administrator Tech Services IT 9512 Sunbeam Center Drive Jacksonville, FL 32257 Office - 904-886-7687 Fax - 904-886-7676 Cell - 904-424-1602 Email - tlockw...@adt.com Have you tried using IT Self-Service http://jaxmidtier02.adt.com/arsys/servlet/ViewFormServlet?form=Remedy+R equester+-+New+Requestserver=sy01114.adt.comusername=ADTSelfServicepw d=rssmode=SubmitF24005=ADTSelfServiceF24001=ADT+Self+Service F2=ADTSelfService yet? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, October 10, 2011 10:43 AM To: arslist@ARSLIST.ORG Subject: Re: TelAlert Integration Question ** Did you look at the form called Config Pager Service Provider? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L Sent: Friday, October 07, 2011 10:07 AM To: arslist@ARSLIST.ORG Subject: TelAlert Integration Question ** Upgrading to 7.64 and trying to complete the integration with TelAlert for our cell phone notifications. Been working with the TelAlert folks and all is done except to find the Filter which calls the Run Process for the integration. I've been told that it is out of the box functionality but I can't find it. Any help would be greatly appreciated. Terri ITSM 7.64 Both Remedy and TelAlert servers are Windows TelAlert 5.71 This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This email (including any attachments) may contain information that is private or business confidential. If you received this email in error, please delete it from your system without copying it and notify sender by reply email so that our records can be corrected. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: AIE. Annoying message every minute in log file
That is what we do. We have a Crystal Report based on this form that is emailed to my team each morning. It shows how long the Data Exchange ran, number of processed records, number of erroneous records, ignored records, etc. We also keep an eye on NE:JobRuns with a similar report to compare the number of CIs normalized for the last 7 days per data set. Jason On Mon, Oct 10, 2011 at 3:19 AM, Jarl Grøneng jarl.gron...@gmail.comwrote: Hi, The form AIE:Exchange_Runs holds the same information as the logfile, you can se the total number of records processed. Regards, Jarl 2011/10/10 Sergio Tomillero stomill...@gmail.com: Hi Doug, The problem is that I need debugging log activated to know if there have been errors, how many cis has been updated, created and so. If, as you mention, there is no way of selective debugging, the only option that I have is increasing sync interval in aie configuration file. At least I will not get such a big log file than keeping the default sync interval set in one minute. I do not like too much this solution, because the famous message will go on appearing in the log, but what I see is that the product does not let any other alternative. Thanks. Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/AIE-Annoying-message-every-minute-in-log-file-tp6868536p6876196.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
BMC Hiring ITSM Consultants
Afternoon. We are currently seeking several ITSM Consultants for permanent vacancies with good allround Implementation experience of version 7.5+, you should also have a good understanding of Remedy and associated integrations. We are hiring people for home based roles in - Spain - United Kingdom - Switzerland - Poland - Denmark - Germany - Sweden You must have ITSM implementation and preferably upgrade experience. For more information please contact asmar_ghaf...@bmc.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: On-Call Notifications
Years ago I built a custom app in Remedy version 5 if I recall that was an on call calendar. It would show who was on call and what hours so you could also see if you had any gaps in your coverage. It was not the easiest of apps to build. Lots of headaches that might not exist in today's versions. But it can be done. On Wed, Oct 5, 2011 at 10:03 PM, patchsk vamsi...@gmail.com wrote: ** We have a custom built OnCall listing app built on remedy, where people can edit the oncall information related to their groups, they also have the ability to set start date and end date for oncall rotation. Our NOC will use that oncall list to make manual calls to them if a critical ticket is not set to Work In progress within 15 min. Apart from that we have an integration with TelAlert to start the alerting when a critical/high ticket is created to a support group. Rules around alert escalation are built inside TelAlert to send alerts to Oncall Primary, and after 15 min if the ticket is still not in WIP then to oncall seconday and then to Manager etc.. Upon ticket creation remedy does a runprocess command with ticket number and support group to tell TelAlert to start sending alerts. Upon ticket is resolved/reduced priority we have another runprocess command to TelAlert to stop sending alerts. We have created outlook mms-mailboxes for each support group, which telalert uses to send alerts upon a signal from remedy. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Rename Logout.jsp
Using the redirect you would still need to create some logics in the logout.jsp to point to the correct page based on which application the user is logged in from, correct? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Rename Logout.jsp
If you build a button on your form say called Exit. Then build an active link that does a run process of PERFORM-ACTION-OPEN-URL current $HOMEURL$servlet/LogoutServlet?goto=http://www.dilbert.com When someone presses the Exit button they will log out and go to Dilbert's website. -Original Message- From: NULL [mailto:hcm...@yahoo.com] Sent: Monday, October 10, 2011 11:06 AM To: arslist@ARSLIST.ORG; Pargeter, Christie :CO IS Cc: Howard C Subject: Re: Rename Logout.jsp Using the redirect you would still need to create some logics in the logout.jsp to point to the correct page based on which application the user is logged in from, correct? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: On-Call Notifications
We use the data from an application our web team build on our Intranet. Our Remedy db queries their db every 15 minutes to find out who is on call for each group and from there we have a custom form to store who is on call in case we lose connectivity to their db. On the Help Desk form (v6) we have filters that page the on call automatically if the CTI is configured to page or the Priority is Urgent. We have escalations on the Help Desk form that will automatically go up the chain of command at intervals if an Urgent ticket is not responded to. Remedy calls HipLink for sending alpha messages to pagers and sending SMS messages to personal phones. We do not use many of the features beyond sending messages. It can be configured to store on duty groups, rotate groups, follow-me groups and escalation groups. Once we start integrating HipLink in to our ITSM 7.6 environment we may start using some more of these features? Jason On Mon, Oct 10, 2011 at 10:40 AM, Brian Goralczyk bgoralc...@gmail.comwrote: ** Years ago I built a custom app in Remedy version 5 if I recall that was an on call calendar. It would show who was on call and what hours so you could also see if you had any gaps in your coverage. It was not the easiest of apps to build. Lots of headaches that might not exist in today's versions. But it can be done. On Wed, Oct 5, 2011 at 10:03 PM, patchsk vamsi...@gmail.com wrote: ** We have a custom built OnCall listing app built on remedy, where people can edit the oncall information related to their groups, they also have the ability to set start date and end date for oncall rotation. Our NOC will use that oncall list to make manual calls to them if a critical ticket is not set to Work In progress within 15 min. Apart from that we have an integration with TelAlert to start the alerting when a critical/high ticket is created to a support group. Rules around alert escalation are built inside TelAlert to send alerts to Oncall Primary, and after 15 min if the ticket is still not in WIP then to oncall seconday and then to Manager etc.. Upon ticket creation remedy does a runprocess command with ticket number and support group to tell TelAlert to start sending alerts. Upon ticket is resolved/reduced priority we have another runprocess command to TelAlert to stop sending alerts. We have created outlook mms-mailboxes for each support group, which telalert uses to send alerts upon a signal from remedy. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Brian Goralczyk Phone 574-643-1144 Email bgoralc...@gmail.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Server Slow Down
Everyone, I recently had an issue where performance became very poor and didn't learn about the problem in time to capture any logs. However, I saw the following repeated in the arerror.log: 390620 : The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) Failure during an attempt to perform an application command (ARERR 4554) Application-Delete-Entry SYS:Action 0407386 ARS 7.5.00 Patch 003 ITSM 7.5.01 patch 001 SLM 7.5.00 patch 001; SRM 7.6, patch 2 Windows 2008 Enterprise Oracle 11g Any ideas of what was happening or where to look should this happen again? -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Server Slow Down
So although the SYS:Action table has workflow to delete the processed records that are no longer needed on that table using as in that example, Application-Delete-Entry SYS:Action 0407386, it has no way to lower the high water mark caused by the continuously growing table.. Over time that table is likely to occupy a lot of disk space although the number of entries in the table may be quite low. I’m guessing that may be one of the problem. Ask your DBA to check into that and see if that’s the problem’.. Joe From: Boyd, Rebecca Sent: Monday, October 10, 2011 2:52 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Server Slow Down ** Everyone, I recently had an issue where performance became very poor and didn't learn about the problem in time to capture any logs. However, I saw the following repeated in the arerror.log: 390620 : The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) Failure during an attempt to perform an application command (ARERR 4554) Application-Delete-Entry SYS:Action 0407386 ARS 7.5.00 Patch 003 ITSM 7.5.01 patch 001 SLM 7.5.00 patch 001; SRM 7.6, patch 2 Windows 2008 Enterprise Oracle 11g Any ideas of what was happening or where to look should this happen again? -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ODBC not returning the expected values from Incident form
I've discovered a problem that seems to stem from the Office 2010 version of MS Query's interaction with the ODBC. A basic full table grab will not return att rows if certain fields ar included in the query. Remove those and att rows are returned. I tried adding a where required field is not null clause and get the same results 3k of 14k rows. The same query via user tool brings back all the rows as expected. Kinda messes up reporting. On Wed, Aug 3, 2011 at 9:47 AM, Elry elryal...@gmail.com wrote: ARODBC Can return odd things if there is no WHERE clause. Even if the WHERE clause returns all entries. On Aug 2, 8:42 am, Jonas Stumph stevnsvig jo...@stevnsvig.com wrote: Hi again, I'll try not to hit ctrl+enter again... sorry for the triple posts. I am still fiddling with this problem, concering ARODBC and the number of records to be returned. I and querying the incident form on a server with 12000 records, and getting very big variations in how many records are being returned. I started in excel, and moved to VBscript to 1) ascertain whether it was an excel or ARODBC error. and 2) to be able to correct and experiment faster than waiting for the GUIs in the ODBC system in excel to refresh. I have tried several different variations of where clauses, as previously suggested (eg. WHERE Incident_Number 'ThisOldString') but to no avail. BMC support is misunderstanding me, and thinks that I am trying on different databases, wih different numbers of records, so I have tried to clarfy my query to them. Does anyone else have any ideas of what else I can try? Best regards, Jonas Stevnsvig ** SELECT with approximately 60 records returned, of 12000 total SELECT * FROM HPD_Help_Desk ORDER BY Incident_Number DESC ** SELECT with approximately 1000 records returned, of 12000 total SELECT Incident_Number, Product_Categorization_Tier_1, Product_Categorization_Tier_2, Product_Categorization_Tier_3, First_Name, Last_Name, Site, Status, Priority, Assignee, Assigned_Group, Assignee_Login_ID, Categorization_Tier_1, Categorization_Tier_2, Categorization_Tier_3, Corporate_ID, Reported_Source, Service_Type, Submit_Date, Submitter FROM HPD_Help_Desk ORDER BY Incident_Number DESC ** SELECT with approximately 9500 records returned, of 12000 total SELECT Incident_Number, Product_Categorization_Tier_1, Product_Categorization_Tier_2, Product_Categorization_Tier_3, First_Name, Last_Name, Site, Status, Priority, Assignee, Assigned_Group, Assignee_Login_ID, Categorization_Tier_1, Categorization_Tier_2, Categorization_Tier_3, Corporate_ID, Reported_Source, Submit_Date, Submitter FROM HPD_Help_Desk ORDER BY Incident_Number DESC ** SELECT with 12000 records returned, of 12000 total SELECT Incident_Number, Product_Categorization_Tier_1, Product_Categorization_Tier_2, Product_Categorization_Tier_3, First_Name, Last_Name, Site, Status, Priority, Assignee, Assigned_Group, Assignee_Login_ID, Corporate_ID, Reported_Source, Submit_Date, Submitter FROM HPD_Help_Desk ORDER BY Incident_Number DESC ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Server Slow Down
Check the CAI Event table for a stuck record, I have seen that as an issue several times leading to the plugin being unable to start. It should be empty. Any record there is transitory like sys:action Stuart Schon Team Leader Fujitsu Australia Limited 2 Julius Avenue, North Ryde NSW 2113, Australia T +61 2 9113 9435 M +61 458 592 245 stuart.sc...@au.fujitsu.com mailto:stuart.sc...@au.fujitsu.com au.fujitsu.com http://au.fujitsu.com file:///C:\DOCUMENTS%20AND%20SETTINGS\SCHONST\Application%20Data\Microsoft\Signatures\Fujitsu_files\fujitsuemailsignature.gif From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Tuesday, 11 October 2011 06:04 To: arslist@ARSLIST.ORG Subject: Re: Server Slow Down ** So although the SYS:Action table has workflow to delete the processed records that are no longer needed on that table using as in that example, Application-Delete-Entry SYS:Action 0407386, it has no way to lower the high water mark caused by the continuously growing table.. Over time that table is likely to occupy a lot of disk space although the number of entries in the table may be quite low. I’m guessing that may be one of the problem. Ask your DBA to check into that and see if that’s the problem’.. Joe From: Boyd, Rebecca mailto:boy...@wfu.edu Sent: Monday, October 10, 2011 2:52 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Server Slow Down ** Everyone, I recently had an issue where performance became very poor and didn't learn about the problem in time to capture any logs. However, I saw the following repeated in the arerror.log: 390620 : The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) Failure during an attempt to perform an application command (ARERR 4554) Application-Delete-Entry SYS:Action 0407386 ARS 7.5.00 Patch 003 ITSM 7.5.01 patch 001 SLM 7.5.00 patch 001; SRM 7.6, patch 2 Windows 2008 Enterprise Oracle 11g Any ideas of what was happening or where to look should this happen again? -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Server Slow Down
This is a bug: I would contact support! Sys:action should be low and remain low... I had this same issue: support will give you2 little definitions a couple of escalations and modified filters If it is the same as me. Sent from my iPhone so typo's or funky words can and do happen! On Oct 10, 2011, at 3:03 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** So although the SYS:Action table has workflow to delete the processed records that are no longer needed on that table using as in that example, Application-Delete-Entry SYS:Action 0407386, it has no way to lower the high water mark caused by the continuously growing table.. Over time that table is likely to occupy a lot of disk space although the number of entries in the table may be quite low. I’m guessing that may be one of the problem. Ask your DBA to check into that and see if that’s the problem’.. Joe From: Boyd, Rebecca Sent: Monday, October 10, 2011 2:52 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Server Slow Down ** Everyone, I recently had an issue where performance became very poor and didn't learn about the problem in time to capture any logs. However, I saw the following repeated in the arerror.log: 390620 : The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) Failure during an attempt to perform an application command (ARERR 4554) Application-Delete-Entry SYS:Action 0407386 ARS 7.5.00 Patch 003 ITSM 7.5.01 patch 001 SLM 7.5.00 patch 001; SRM 7.6, patch 2 Windows 2008 Enterprise Oracle 11g Any ideas of what was happening or where to look should this happen again? -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ARERR 565 - Remedy LDAP Process issue - Index for value in SQL command is greater than the number of values returned
Hi Listers!! Need your help !! We are in ARS 7.1 p7 with email engine 7.1 p9 and from last couple of days we are getting intermittent errors like below in the email logs... Oct 9, 2011 3:47:30 AM com.bmc.arsys.emaildaemon.LoggingModule doWork SEVERE: Index for value in SQL command is greater than the number of values returned we have not seen such error in email logs in the past Both user and inbound email template processing by email engine are intermittently affected due to this. User have to retry multiple times to login to the system(arplugin logs show it has successfully binded for users) The email message is configured to authenitcate using the From address of the email and few inbound email templates(not having any pattern) are not processing and throwing the above error message. This is high impact issue, since the inbound email templates are monitoring jobs for lot of application and this sudden scenario were its not processing doesn't give me how to proceed. BMC Support says this is a defect and fixed in ARS 7.1 patch 9 and wants us to upgrade the patch 9 ( SW00348721) My concern is it will take more time to review and apply the patch and also not sure what new issue patch 9 may bring in..and since the system was stable for couple of years now, trying to understand what other factor could have caused the system to throw this error now(just in email logs, not in arerror.log) As no recent changes has happened and the only doubt i got is factors like increase in the number of people and user_cache records, or more inbound email processing. I would like to know if any of you ran into similar issue and any recommendation you got for me on how it has been handled without applying the patch. Thanks!! Sathish ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Server Slow Down
So, I have 364 records in CAI:Events and 3,353 records in SYS:Action. I take it this is not a good thing? On Mon, Oct 10, 2011 at 6:56 PM, Schon, Stuart stuart.sc...@au.fujitsu.comwrote: ** Check the CAI Event table for a stuck record, I have seen that as an issue several times leading to the plugin being unable to start. It should be empty. Any record there is transitory like sys:action ** ** *Stuart Schon** **Team Leader** **Fujitsu Australia Limited* 2 Julius Avenue, North Ryde NSW 2113, Australia *T* +61 2 9113 9435 *M* +61 458 592 245 stuart.sc...@au.fujitsu.com au.fujitsu.com *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza *Sent:* Tuesday, 11 October 2011 06:04 *To:* arslist@ARSLIST.ORG *Subject:* Re: Server Slow Down ** ** ** So although the SYS:Action table has workflow to delete the processed records that are no longer needed on that table using as in that example, Application-Delete-Entry SYS:Action 0407386, it has no way to lower the high water mark caused by the continuously growing table.. Over time that table is likely to occupy a lot of disk space although the number of entries in the table may be quite low. I’m guessing that may be one of the problem. Ask your DBA to check into that and see if that’s the problem’.. Joe *From:* Boyd, Rebecca boy...@wfu.edu *Sent:* Monday, October 10, 2011 2:52 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Server Slow Down ** Everyone, I recently had an issue where performance became very poor and didn't learn about the problem in time to capture any logs. However, I saw the following repeated in the arerror.log: 390620 : The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) Failure during an attempt to perform an application command (ARERR 4554) Application-Delete-Entry SYS:Action 0407386 ARS 7.5.00 Patch 003 ITSM 7.5.01 patch 001 SLM 7.5.00 patch 001; SRM 7.6, patch 2 Windows 2008 Enterprise Oracle 11g Any ideas of what was happening or where to look should this happen again? -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Server Slow Down
I had 768000, what you have is tiny. Sounds normal. I am not positive you have my issue. Sent from my iPhone so typo's or funky words can and do happen! On Oct 10, 2011, at 10:12 PM, Boyd, Rebecca boy...@wfu.edu wrote: ** So, I have 364 records in CAI:Events and 3,353 records in SYS:Action. I take it this is not a good thing? On Mon, Oct 10, 2011 at 6:56 PM, Schon, Stuart stuart.sc...@au.fujitsu.com wrote: ** Check the CAI Event table for a stuck record, I have seen that as an issue several times leading to the plugin being unable to start. It should be empty. Any record there is transitory like sys:action Stuart Schon Team Leader Fujitsu Australia Limited 2 Julius Avenue, North Ryde NSW 2113, Australia T +61 2 9113 9435 M +61 458 592 245 stuart.sc...@au.fujitsu.com au.fujitsu.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Tuesday, 11 October 2011 06:04 To: arslist@ARSLIST.ORG Subject: Re: Server Slow Down ** So although the SYS:Action table has workflow to delete the processed records that are no longer needed on that table using as in that example, Application-Delete-Entry SYS:Action 0407386, it has no way to lower the high water mark caused by the continuously growing table.. Over time that table is likely to occupy a lot of disk space although the number of entries in the table may be quite low. I’m guessing that may be one of the problem. Ask your DBA to check into that and see if that’s the problem’.. Joe From: Boyd, Rebecca Sent: Monday, October 10, 2011 2:52 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Server Slow Down ** Everyone, I recently had an issue where performance became very poor and didn't learn about the problem in time to capture any logs. However, I saw the following repeated in the arerror.log: 390620 : The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) Failure during an attempt to perform an application command (ARERR 4554) Application-Delete-Entry SYS:Action 0407386 ARS 7.5.00 Patch 003 ITSM 7.5.01 patch 001 SLM 7.5.00 patch 001; SRM 7.6, patch 2 Windows 2008 Enterprise Oracle 11g Any ideas of what was happening or where to look should this happen again? -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Server Slow Down
This points to plugin which makes me think of ram. Are you using swap on you system? Do you have Alot of queues and not so much ram on server? I. E. 8 gig of ram Is oracle and application and flag and apache all on one box? Just thinking Sent from my iPhone so typo's or funky words can and do happen! On Oct 10, 2011, at 3:03 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** So although the SYS:Action table has workflow to delete the processed records that are no longer needed on that table using as in that example, Application-Delete-Entry SYS:Action 0407386, it has no way to lower the high water mark caused by the continuously growing table.. Over time that table is likely to occupy a lot of disk space although the number of entries in the table may be quite low. I’m guessing that may be one of the problem. Ask your DBA to check into that and see if that’s the problem’.. Joe From: Boyd, Rebecca Sent: Monday, October 10, 2011 2:52 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Server Slow Down ** Everyone, I recently had an issue where performance became very poor and didn't learn about the problem in time to capture any logs. However, I saw the following repeated in the arerror.log: 390620 : The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) Failure during an attempt to perform an application command (ARERR 4554) Application-Delete-Entry SYS:Action 0407386 ARS 7.5.00 Patch 003 ITSM 7.5.01 patch 001 SLM 7.5.00 patch 001; SRM 7.6, patch 2 Windows 2008 Enterprise Oracle 11g Any ideas of what was happening or where to look should this happen again? -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Server Slow Down
That’s a normal count.. What I meant by high water mark is not the actual record count. It has very little to do with the record count but more to do with insert transactions on that table. Insert transactions continuously raises the water mark on a table, and deletes does not drop it. So on high transaction tables where there are high number of insert and delete transactions, it’s a good idea to keep a periodic eye on the HWM of that table.. Just something you might want to check on as you may possibly be running short on disk space where that table resides.. Joe From: Boyd, Rebecca Sent: Monday, October 10, 2011 10:12 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Server Slow Down ** So, I have 364 records in CAI:Events and 3,353 records in SYS:Action. I take it this is not a good thing? On Mon, Oct 10, 2011 at 6:56 PM, Schon, Stuart stuart.sc...@au.fujitsu.com wrote: ** Check the CAI Event table for a stuck record, I have seen that as an issue several times leading to the plugin being unable to start. It should be empty. Any record there is transitory like sys:action Stuart Schon Team Leader Fujitsu Australia Limited 2 Julius Avenue, North Ryde NSW 2113, Australia T +61 2 9113 9435 M +61 458 592 245 stuart.sc...@au.fujitsu.com au.fujitsu.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Tuesday, 11 October 2011 06:04 To: arslist@ARSLIST.ORG Subject: Re: Server Slow Down ** So although the SYS:Action table has workflow to delete the processed records that are no longer needed on that table using as in that example, Application-Delete-Entry SYS:Action 0407386, it has no way to lower the high water mark caused by the continuously growing table.. Over time that table is likely to occupy a lot of disk space although the number of entries in the table may be quite low. I’m guessing that may be one of the problem. Ask your DBA to check into that and see if that’s the problem’.. Joe From: Boyd, Rebecca Sent: Monday, October 10, 2011 2:52 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Server Slow Down ** Everyone, I recently had an issue where performance became very poor and didn't learn about the problem in time to capture any logs. However, I saw the following repeated in the arerror.log: 390620 : The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. (ARERR 8939) Failure during an attempt to perform an application command (ARERR 4554) Application-Delete-Entry SYS:Action 0407386 ARS 7.5.00 Patch 003 ITSM 7.5.01 patch 001 SLM 7.5.00 patch 001; SRM 7.6, patch 2 Windows 2008 Enterprise Oracle 11g Any ideas of what was happening or where to look should this happen again? -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Rebecca Boyd Application Administrator Wake Forest University _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
