Re: 8.1.01 modify all on computer systems to bulk update status
Hi Rick, If the CI is Deployed, it may have some relationships. Your error is being triggered by a push fields to the relationships of the CIs. When a CI is moved to In Inventory, some of its relationships may make no sense to have. In this case, to avoid triggering this workflow (ie be correct according to ITSM programming), it would be best to delete the relationship in Q, modify the status, then, if and only if that original relationship will still be desired for an asset in inventory, rebuild that relationship (or an alternate one). When a multi-record data change is needed, Meta-Update is a quick way to accomplish this without changing anything at all on the server (you won't need to disable the sandbox or change workflow). That type of three step operation would be a snap in Meta-Update - that is: under an hour. A trial license is free, completely unrestricted, good for 30 days, and comes with our Live Install service which will generally solve a business problem for you. In this case, the Live Install would include learning and running this two or three step script. Cheers Ben Chernys Senior Software Architect logoSthInc-sm Canada / Deutschland Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: Ben.Chernys_AT_softwaretoolhouse.com Web: http://www.softwaretoolhouse.com/ www.softwaretoolhouse.com We are a BMC Technology Alliance Partner Check out Software Tool House's free Diary Editor and our Freebies Section for ITSM Forms and Fields spreadsheet. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. Meta-Archive does ITSM Archiving your way: with your forms and your multi-tenant rules, treating each root request as the tree of data and forms that it is it is. Pre ITSM 7.6.04? Clarify? Roll your own? No problem! You can keep your valuable data! http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips Sent: July-08-14 00:22 To: arslist@ARSLIST.ORG Subject: 8.1.01 modify all on computer systems to bulk update status ** I have several hundred computer systems CI's that need to have the status changed from Deployed to In Inventory, and there is workflow preventing a modify all - if the sandbox is enable, a modify all is not permitted, and if I disable the sandbox, I receive this error: Modifying the attributes of a relationship endpoint is not allowed. : Modifying relationship endpoint 'Source.InstanceId' attribute is disallowed (ARERR 120143) Anyone care to share how they do a bulk update of CI statuses? Thanks, Rick No virus found in this message. Checked by AVG - www.avg.com Version: 2013.0.3485 / Virus Database: 3955/7812 - Release Date: 07/07/14 _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years smime.p7s Description: S/MIME cryptographic signature
Re: custom notification to grp
I would use a filter notify action to create the notification. In the User field on the filter notification action enter the group name as it appears in the Group form. This will send the notification to everyone in the group. Hope that helps. Todd Arner -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of S Test Sent: Monday, July 07, 2014 5:29 PM To: arslist@ARSLIST.ORG Subject: custom notification to grp Hi I need to design custom notification to all the people in the new grp. The ticket won't be assigned to this grp but the grp will be in support grp form. What is best way to do this? Can I use Notify action from filter but how will it pull all the individuals in the grp? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years -- The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please notify the sender immediately and destroy or delete the original message and any copy of it from your computer system. If you have any questions concerning this message, please contact the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: custom notification to grp
Thanks Todd. That sends a message in AR email message form with field TO : Grp name is placed instead I need email id of all the people in this group ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: custom notification to grp
Wouldn't you need 3 things? A filter to trigger the action, a filter guide to run a loop against a table, and then the filter in the filter guide which is the notify action pulling in the email address of the user on each line in the group? 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- -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of S Test Sent: Tuesday, July 08, 2014 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: custom notification to grp Thanks Todd. That sends a message in AR email message form with field TO : Grp name is placed instead I need email id of all the people in this group ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: custom notification to grp
When you use a Group Name the Email engine should send an email to all members of the group From Developer Studio help Creating a notify action AR System group names AR System takes the group name from the entry in the Group form, searches the User form for all users belonging to this group, and delivers the notification for each member. For Alert notifications, an entry is made in the Alert Events form for each group member. Email notifications are sent to the email address specified in the User form entry for each user. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of S Test Sent: Tuesday, July 08, 2014 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: custom notification to grp Thanks Todd. That sends a message in AR email message form with field TO : Grp name is placed instead I need email id of all the people in this group -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd Sent: Tuesday, July 08, 2014 6:16 AM To: arslist@ARSLIST.ORG Subject: Re: custom notification to grp I would use a filter notify action to create the notification. In the User field on the filter notification action enter the group name as it appears in the Group form. This will send the notification to everyone in the group. Hope that helps. Todd Arner -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of S Test Sent: Monday, July 07, 2014 5:29 PM To: arslist@ARSLIST.ORG Subject: custom notification to grp Hi I need to design custom notification to all the people in the new grp. The ticket won't be assigned to this grp but the grp will be in support grp form. What is best way to do this? Can I use Notify action from filter but how will it pull all the individuals in the grp? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Support Groups: Best Practice?
Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Support Groups: Best Practice?
Susan, I can't speak specifically to ITSM Support Groups, because I don't run ITSMbut sometimes what is best for the user is not best for the administrator. From what you have described, they want 35 support groups for better granularity of responsibilities, and of course, not all 30 members would be in all groups. As a user, I can tell you that receiving emails that are of no relevance to me, that force me to look at them to figure out if it applies is a painbut then again...the users could create rules to auto-delete the ones that don't apply to themI don't know...it's truly up to you...but the more granular groups may allow for better end reporting of issues :) On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan schampa...@hsnsudbury.ca wrote: ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Support Groups: Best Practice?
Susan, LJ is correct. BMC ITSM is known to send out too many notifications. The last thing you want to do is to notify support staff incorrectly. Most support staff I have worked with will then quickly just ignore notification sent my BMC. Auto assignments are one on the best figures with BMC ITSM. There is no need for a one-to-one relationship between products and support group. One group might support only one product, anther group might support ten products. Look at how the teams are working. Create your support groups based on team names, regions, shifts, product groups, technology, or something else. 35 teams might be correct! You might end up with 20 or 40 teams? Create the support groups based on how the support staff is organized. Configure your assignments where you map ticket/requests details with support group. Then put you engine too work. At times it is useful with a “Microsoft Office 1line”, “Microsoft Office 2line” and “Microsoft Office 3line”. The first line are responding to and solving as many tickets they can. If they cannot resolve – they manually to 2line. If I am member of 2nd and 3rd line there are no need for me to be notified for everything coming into 1st line. Personally “I hate notifications”;. as a BMC Remedy developer / consultant I do whatever I can to reduce the of notifications sent out. Mass notifications are just pissing people of. The email/notification are not getting read. If you got the group balance right (number of groups), group membership right (support staff member of different group) your notifications should then be more targeted to the correct people. This is what you want! You might also want to look at other methods of notifications. Reading and responding to email are often not the best way of creating and efficient helpdesk. ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, I can't speak specifically to ITSM Support Groups, because I don't run ITSMbut sometimes what is best for the user is not best for the administrator. From what you have described, they want 35 support groups for better granularity of responsibilities, and of course, not all 30 members would be in all groups. As a user, I can tell you that receiving emails that are of no relevance to me, that force me to look at them to figure out if it applies is a painbut then again...the users could create rules to auto-delete the ones that don't apply to themI don't know...it's truly up to you...but the more granular groups may allow for better end reporting of issues :) On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
FW: [EXTERNAL] Re: Support Groups: Best Practice?
Susan: I’m going to jump in here and say that we’ve gone down the “better granularity” path and it’s not everything it’s cracked up to be, though it does make some kinds of reporting easier. To give you an example of what I’m talking about, our primary service desk alone currently sits at about 13 support groups. And our application support folks (we currently have about 107 app support groups) want a separate support group for every application. This makes for really cluttered picklists and creates a lot of confusion about where to assign things, even when the service desk has work instructions from the support group in question. People who want to be in several groups for oversight purposes complain about the number of notifications they receive. A lot of people set up Outlook rules to move EVERYTHING from our ITSM Prod server to somewhere else and end up missing a lot of the notifications we send them, and then complain that ITSM isn’t sending notifications (I kid you not!!). We created a customization for IM where if an email is sent to our Prod server and the Subject Line includes the Incident ID, that email gets added to the Work Info for that ticket. I use that feature regularly so I can sidestep the most common Outlook rules that people tend to set up. The trick to doing things the one support group way is you have to make sure there is a way to do three things: 1.Assign the tickets appropriately. For how we do business, the assignment rules are woefully inadequate. For our desktop support groups, we’d love to be able to assign tickets to the Supported By group for the CI, or at least based on CI location instead of customer location. Some groups have individuals assigned to dispatch tickets, but not all groups need that, and the easier you can make this for your groups, the better. 2.Manage the different types of requests once they’ve been assigned. With 7.6.04 (what we’re currently on), you’ll probably have to customize your incident console by adding some fields from HPD:HelpDesk to pull this off. We’re looking at upgrading to 8.1 and one of the neat things about that is that there are a lot of fields from HPD:HelpDesk that individual users can add to the incident console, so it gives you greater flexibility in setting a default and users greater flexibility in configuring the incident console to show what is useful for them. 3.Report on the different things that need to be reported on. I think that gets harder with a single support group, because at least in our case, our Op and Prod Cats don’t seem to cover all the needs. And anytime you have to rely on human effort to categorize a ticket properly, there is always a margin of error, simply because people see things differently, and some don’t want to have to hunt around for the correct categorization, so they just pick something generic or something random. This might be easier with well-thought out Categorizations, though. A good approach might be to aim for something more middle of the road – add support groups only when there’s no other viable option to accomplish the 3 items above. Though if you have a CAB that oversees your ITSM changes, it might be good to take this discussion to them. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 8:37 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Support Groups: Best Practice? ** Susan, I can't speak specifically to ITSM Support Groups, because I don't run ITSMbut sometimes what is best for the user is not best for the administrator. From what you have described, they want 35 support groups for better granularity of responsibilities, and of course, not all 30 members would be in all groups. As a user, I can tell you that receiving emails that are of no relevance to me, that force me to look at them to figure out if it applies is a painbut then again...the users could create rules to auto-delete the ones that don't apply to themI don't know...it's truly up to you...but the more granular groups may allow for better end reporting of issues :) On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people,
Re: Support Groups: Best Practice?
Thanks for your thoughts Li and Terje; very much appreciated. To add to my original message, this group intends to have every member of its team (30 people) added to each support group created, so, regardless of how many groups are created, the members will still receive the same number of assignment notifications. The rule idea is also something I have proposed, using the Product Name in the subject line can allow recipients to set a rule, based on the subject content. So, basically, it’s an administrator’s nightmare, in my point of view. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: July-08-14 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, LJ is correct. BMC ITSM is known to send out too many notifications. The last thing you want to do is to notify support staff incorrectly. Most support staff I have worked with will then quickly just ignore notification sent my BMC. Auto assignments are one on the best figures with BMC ITSM. There is no need for a one-to-one relationship between products and support group. One group might support only one product, anther group might support ten products. Look at how the teams are working. Create your support groups based on team names, regions, shifts, product groups, technology, or something else. 35 teams might be correct! You might end up with 20 or 40 teams? Create the support groups based on how the support staff is organized. Configure your assignments where you map ticket/requests details with support group. Then put you engine too work. At times it is useful with a “Microsoft Office 1line”, “Microsoft Office 2line” and “Microsoft Office 3line”. The first line are responding to and solving as many tickets they can. If they cannot resolve – they manually to 2line. If I am member of 2nd and 3rd line there are no need for me to be notified for everything coming into 1st line. Personally “I hate notifications”;. as a BMC Remedy developer / consultant I do whatever I can to reduce the of notifications sent out. Mass notifications are just pissing people of. The email/notification are not getting read. If you got the group balance right (number of groups), group membership right (support staff member of different group) your notifications should then be more targeted to the correct people. This is what you want! You might also want to look at other methods of notifications. Reading and responding to email are often not the best way of creating and efficient helpdesk. ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 3:37 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, I can't speak specifically to ITSM Support Groups, because I don't run ITSMbut sometimes what is best for the user is not best for the administrator. From what you have described, they want 35 support groups for better granularity of responsibilities, and of course, not all 30 members would be in all groups. As a user, I can tell you that receiving emails that are of no relevance to me, that force me to look at them to figure out if it applies is a painbut then again...the users could create rules to auto-delete the ones that don't apply to themI don't know...it's truly up to you...but the more granular groups may allow for better end reporting of issues :) On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote: ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee,
Re: [EXTERNAL] Re: Support Groups: Best Practice?
Thank you for your input Natalie, I am a one-person team supporting Remedy in our organization, so, I am always happy to have input from others. I will give your suggestions and guidelines consideration as I continue to chew this over. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: July-08-14 11:21 AM To: arslist@ARSLIST.ORG Subject: FW: [EXTERNAL] Re: Support Groups: Best Practice? ** Susan: I’m going to jump in here and say that we’ve gone down the “better granularity” path and it’s not everything it’s cracked up to be, though it does make some kinds of reporting easier. To give you an example of what I’m talking about, our primary service desk alone currently sits at about 13 support groups. And our application support folks (we currently have about 107 app support groups) want a separate support group for every application. This makes for really cluttered picklists and creates a lot of confusion about where to assign things, even when the service desk has work instructions from the support group in question. People who want to be in several groups for oversight purposes complain about the number of notifications they receive. A lot of people set up Outlook rules to move EVERYTHING from our ITSM Prod server to somewhere else and end up missing a lot of the notifications we send them, and then complain that ITSM isn’t sending notifications (I kid you not!!). We created a customization for IM where if an email is sent to our Prod server and the Subject Line includes the Incident ID, that email gets added to the Work Info for that ticket. I use that feature regularly so I can sidestep the most common Outlook rules that people tend to set up. The trick to doing things the one support group way is you have to make sure there is a way to do three things: 1.Assign the tickets appropriately. For how we do business, the assignment rules are woefully inadequate. For our desktop support groups, we’d love to be able to assign tickets to the Supported By group for the CI, or at least based on CI location instead of customer location. Some groups have individuals assigned to dispatch tickets, but not all groups need that, and the easier you can make this for your groups, the better. 2.Manage the different types of requests once they’ve been assigned. With 7.6.04 (what we’re currently on), you’ll probably have to customize your incident console by adding some fields from HPD:HelpDesk to pull this off. We’re looking at upgrading to 8.1 and one of the neat things about that is that there are a lot of fields from HPD:HelpDesk that individual users can add to the incident console, so it gives you greater flexibility in setting a default and users greater flexibility in configuring the incident console to show what is useful for them. 3.Report on the different things that need to be reported on. I think that gets harder with a single support group, because at least in our case, our Op and Prod Cats don’t seem to cover all the needs. And anytime you have to rely on human effort to categorize a ticket properly, there is always a margin of error, simply because people see things differently, and some don’t want to have to hunt around for the correct categorization, so they just pick something generic or something random. This might be easier with well-thought out Categorizations, though. A good approach might be to aim for something more middle of the road – add support groups only when there’s no other viable option to accomplish the 3 items above. Though if you have a CAB that oversees your ITSM changes, it might be good to take this discussion to them. Good luck! Natalie Stroud SAIC @ Sandia National Laboratories ARS/ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 8:37 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Re: Support Groups: Best Practice? ** Susan, I can't speak specifically to ITSM Support Groups, because I don't run ITSMbut sometimes what is best for the user is not best for the administrator. From what you have described, they want 35 support groups for better granularity of responsibilities, and of course, not all 30 members would be in all groups. As a user, I can tell you that receiving emails that are of no relevance to me, that force me to look at them to figure out if it applies is a painbut then again...the users could create rules to auto-delete the ones that don't apply to themI don't know...it's truly up to you...but the more granular groups may allow for better end reporting of issues :) On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan
Re: Support Groups: Best Practice?
What is the end goal of this request? WHY are they wanting 35 groups? Knowing the desired result might help guide some of our thoughts and responses. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 10:19 AM To: arslist@ARSLIST.ORG Subject: Support Groups: Best Practice? ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Support Groups: Best Practice?
Hi Tim, The end goal, from the requester's view, is to eliminate the currently set process of Assignment to Individuals. I am in total agreement of getting to this end result; it's just that I feel we could/should accomplish this end result in a different manner. The manager of the group wants to have the ability for his users to be able to filter the Overview Console, to show only incidents assigned to the groups they select. As I mentioned earlier, each individual (30 people) will be in each support group (35 groups). I really hoped I could convince them to use the Product Name as a sorting option in the Overview Console, instead. The reporting could also be done on the Product Name. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: July-08-14 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** What is the end goal of this request? WHY are they wanting 35 groups? Knowing the desired result might help guide some of our thoughts and responses. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 10:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Support Groups: Best Practice? ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ The information contained in this e-mail and document(s) attached are for the exclusive use of the addressee and may contain confidential, privileged and non-disclosable information. If the recipient of this e-mail is not the addressee, such recipient is strictly prohibited from reading, photocopying, distributing or otherwise using this e-mail or its content in any way. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ARERR 9201 - Session is invalid or has timed out
Good morning all, We have recently run into a TON of ARERR 9201 errors in our load balanced environment. We were using MT 7.6.04 SP4 but just upgraded to MT 8.1.01 SP1 hoping it would resolve these issues. Unfortunately, these errors have not gone away. We have a sticky session enabled for the mid tier, load balancing in all environments with no session timeout. Here are our server setting for the 2 Mid Tiers: Definition Change Check Interval (Seconds) = 3600 Session Timeout (Minutes) = 90 License Release Timeout (Seconds) = 60 Connection Pool Settings: Connection Timeout (Minutes) = 0 Process Timeout (seconds) = 5 Floating License Timeout (hours) = 2 Currency Ratio Cache Refresh Interval (Minutes) / Client Refresh Interval = 60 External authentication server timeout (seconds) / RPC = 40 Any feedback would be greatly appreciated. Thank you, Heather Hutcheson General Atomics | Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.commailto:heather.hutche...@ga.com PH: (858) 455-3366 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Support Groups: Best Practice?
Susan, I find it difficult to understand why you want all support user should be member of all teams. If the support staff got unlimited access - they can still search all tickets. A support engineer can only modify tickets assigned to a group where he is a member. Is this the reason why you want all support members to member of all groups? Are every support engineer working and updating the tickets across all the support groups? A support group performance is normally done based on all the ticket assigned to their groups and how quickly the close these tickets. OLA agreements can be made to measure the group or individual performance. Reporting can be done on any criteria you want. Product Name, Region, Customer, Support Group. Are ticket manually assigned to individuals or are you the round-robin or capacity assignment using auto assignment to individuals? Who creates the tickets? Are they created by the customer using the SRD? Or are they manually created and manually assigned by a dispatcher? There are so many alternatives - and so difficult to give any useful advice. How advanced or mature is your help desk? Are all the agent working within the same time zone? Are you working as teams? -It is very common to allow the assignment engine auto assigned the ticket to different groups - no individual assignment. -Every member of the group is then monitoring unassigned tickets within their console / groups. The support engineer then picks up unassigned tickets. The first thing they do is to assign the ticket to themselves - before the start working on the ticket. Every member or the group is then taking their turn. -You could have an incoming support group or a front line. Tickets are then auto assign to this group. Tickets are then manually reassigned to groups / individual as they start working on the ticket. Everyone is then member of the incoming support group but they work in different teams and reassign the ticket to their group based on skill set, product, location or something. With this set up I am really struggling to understand why need to be member of all the groups? We got the shift functionality and more. I think I stop there - it is getting late in London. Good luck! ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 5:24 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Hi Tim, The end goal, from the requester's view, is to eliminate the currently set process of Assignment to Individuals. I am in total agreement of getting to this end result; it's just that I feel we could/should accomplish this end result in a different manner. The manager of the group wants to have the ability for his users to be able to filter the Overview Console, to show only incidents assigned to the groups they select. As I mentioned earlier, each individual (30 people) will be in each support group (35 groups). I really hoped I could convince them to use the Product Name as a sorting option in the Overview Console, instead. The reporting could also be done on the Product Name. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: July-08-14 12:06 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** What is the end goal of this request? WHY are they wanting 35 groups? Knowing the desired result might help guide some of our thoughts and responses. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 10:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Support Groups: Best Practice? ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups. Originally, when we built the system in 2009 (7.0.03), we had one support group for these people, but we used the Assign to Individual practice, which is becoming increasingly more difficult as the group grows and as their support model grows. We are now at 7.6.04. I am looking at suggesting that we leave them in one support group, and I would add the Product Name field to the assignment notification message, allowing them to determine if the assignment is for them or not. My dilemma is on how to convince them that this would be the best way to proceed. Your input on this matter would be most appreciated. Thank you, Susan Champagne The information contained in this e-mail and
Re: ARERR 9201 - Session is invalid or has timed out
Just FYI HeatherI typically like to have the error message in addition to the error # so I don't hafta go look that up :) 9201 Error Session is invalid or has timed out. Please reload page to log in again. Your session is no longer available because either the session is invalid, the session timed-out, or no session data was retrieved. Log in again to continue. Now...the best way to troubleshoot this from my understanding would be to talk to your load balancing folks, have them check their logs and find out if hosts are being swapped to other web nodes, and why. On Tue, Jul 8, 2014 at 11:09 AM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Good morning all, We have recently run into a TON of ARERR 9201 errors in our load balanced environment. We were using MT 7.6.04 SP4 but just upgraded to MT 8.1.01 SP1 hoping it would resolve these issues. Unfortunately, these errors have not gone away. We have a sticky session enabled for the mid tier, load balancing in all environments with no session timeout. Here are our server setting for the 2 Mid Tiers: Definition Change Check Interval (Seconds) = 3600 Session Timeout (Minutes) = 90 License Release Timeout (Seconds) = 60 Connection Pool Settings: Connection Timeout (Minutes) = 0 Process Timeout (seconds) = 5 Floating License Timeout (hours) = 2 Currency Ratio Cache Refresh Interval (Minutes) / Client Refresh Interval = 60 External authentication server timeout (seconds) / RPC = 40 Any feedback would be greatly appreciated. Thank you, *Heather Hutcheson* General Atomics *|* Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.com PH: (858) 455-3366 _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Support Groups: Best Practice?
Thank you again Terje. In answer to your question, yes, every support person, in each of the support groups, in this discussion, must have the ability to work on any of the assignments to any of the groups they are members of. Our service desk personnel create most tickets and assign to the appropriate support group, in some cases, or to the appropriate individual in other cases. We do not have any assignment automation configured at this time. Thank you again Terje; your input is much appreciated. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: July-08-14 1:14 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, I find it difficult to understand why you want all support user should be member of all teams. If the support staff got unlimited access - they can still search all tickets. A support engineer can only modify tickets assigned to a group where he is a member. Is this the reason why you want all support members to member of all groups? Are every support engineer working and updating the tickets across all the support groups? A support group performance is normally done based on all the ticket assigned to their groups and how quickly the close these tickets. OLA agreements can be made to measure the group or individual performance. Reporting can be done on any criteria you want. Product Name, Region, Customer, Support Group. Are ticket manually assigned to individuals or are you the round-robin or capacity assignment using auto assignment to individuals? Who creates the tickets? Are they created by the customer using the SRD? Or are they manually created and manually assigned by a dispatcher? There are so many alternatives - and so difficult to give any useful advice. How advanced or mature is your help desk? Are all the agent working within the same time zone? Are you working as teams? -It is very common to allow the assignment engine auto assigned the ticket to different groups - no individual assignment. -Every member of the group is then monitoring unassigned tickets within their console / groups. The support engineer then picks up unassigned tickets. The first thing they do is to assign the ticket to themselves - before the start working on the ticket. Every member or the group is then taking their turn. -You could have an incoming support group or a front line. Tickets are then auto assign to this group. Tickets are then manually reassigned to groups / individual as they start working on the ticket. Everyone is then member of the incoming support group but they work in different teams and reassign the ticket to their group based on skill set, product, location or something. With this set up I am really struggling to understand why need to be member of all the groups? We got the shift functionality and more. I think I stop there - it is getting late in London. Good luck! ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 5:24 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Hi Tim, The end goal, from the requester's view, is to eliminate the currently set process of Assignment to Individuals. I am in total agreement of getting to this end result; it's just that I feel we could/should accomplish this end result in a different manner. The manager of the group wants to have the ability for his users to be able to filter the Overview Console, to show only incidents assigned to the groups they select. As I mentioned earlier, each individual (30 people) will be in each support group (35 groups). I really hoped I could convince them to use the Product Name as a sorting option in the Overview Console, instead. The reporting could also be done on the Product Name. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: July-08-14 12:06 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** What is the end goal of this request? WHY are they wanting 35 groups? Knowing the desired result might help guide some of our thoughts and responses. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 10:19 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Support Groups: Best Practice? ** Hi folks, I'm looking to get some advice on what the best practice is regarding Remedy support groups. I have a group of 30 support staff members, who support many different applications, and many individual modules in some applications. They are asking that I create individual support groups for each area of support. This would be 35 support groups.
Re: Support Groups: Best Practice?
While what you are saying mostly makes sense, 35 groups for 30 people is very excessive, especially if all 30 people are in all 35 groups with only one enabled and 29 offline for that group. It's not practical for 30 people to support 35 applications with everyone covering each other as backups, purely from a work perspective. My guess is that there is probably a primary and secondary person for each app, or they are grouped according to purpose, or something. There has to be some way to build logical support groups that are smaller. I'd guess that you could get them down to 3 - 5 support groups, even though everyone would need to be added to all of those groups with the tertiary support staff as offline members of that group. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 12:34 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Thank you again Terje. In answer to your question, yes, every support person, in each of the support groups, in this discussion, must have the ability to work on any of the assignments to any of the groups they are members of. Our service desk personnel create most tickets and assign to the appropriate support group, in some cases, or to the appropriate individual in other cases. We do not have any assignment automation configured at this time. Thank you again Terje; your input is much appreciated. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: July-08-14 1:14 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, I find it difficult to understand why you want all support user should be member of all teams. If the support staff got unlimited access - they can still search all tickets. A support engineer can only modify tickets assigned to a group where he is a member. Is this the reason why you want all support members to member of all groups? Are every support engineer working and updating the tickets across all the support groups? A support group performance is normally done based on all the ticket assigned to their groups and how quickly the close these tickets. OLA agreements can be made to measure the group or individual performance. Reporting can be done on any criteria you want. Product Name, Region, Customer, Support Group. Are ticket manually assigned to individuals or are you the round-robin or capacity assignment using auto assignment to individuals? Who creates the tickets? Are they created by the customer using the SRD? Or are they manually created and manually assigned by a dispatcher? There are so many alternatives - and so difficult to give any useful advice. How advanced or mature is your help desk? Are all the agent working within the same time zone? Are you working as teams? -It is very common to allow the assignment engine auto assigned the ticket to different groups - no individual assignment. -Every member of the group is then monitoring unassigned tickets within their console / groups. The support engineer then picks up unassigned tickets. The first thing they do is to assign the ticket to themselves - before the start working on the ticket. Every member or the group is then taking their turn. -You could have an incoming support group or a front line. Tickets are then auto assign to this group. Tickets are then manually reassigned to groups / individual as they start working on the ticket. Everyone is then member of the incoming support group but they work in different teams and reassign the ticket to their group based on skill set, product, location or something. With this set up I am really struggling to understand why need to be member of all the groups? We got the shift functionality and more. I think I stop there - it is getting late in London. Good luck! ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 5:24 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Hi Tim, The end goal, from the requester's view, is to eliminate the currently set process of Assignment to Individuals. I am in total agreement of getting to this end result; it's just that I feel we could/should accomplish this end result in a different manner. The manager of the group wants to have the ability for his users to be able to filter the Overview Console, to show only incidents assigned to the groups they select. As I mentioned earlier, each individual (30 people) will be in each support group (35 groups). I really hoped I could convince them to use the Product Name as a sorting option in the Overview Console, instead. The
Re: Support Groups: Best Practice?
Hi Shawn, Yes, you are correct, each application does have a primary and secondary support person. The reason I was asked to add all members of the main group to each individual support group was to ensure coverage in the event that the 2 actual support people for the application happened to be away at the same time. This way, another support person would step in and do what they could with the request. Otherwise, I would be expected to add members to support groups on-demand, and that would not be reasonable, since I am alone, supporting Remedy in our organization. Thank you for your input. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: July-08-14 1:40 PM To: arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** While what you are saying mostly makes sense, 35 groups for 30 people is very excessive, especially if all 30 people are in all 35 groups with only one enabled and 29 offline for that group. It's not practical for 30 people to support 35 applications with everyone covering each other as backups, purely from a work perspective. My guess is that there is probably a primary and secondary person for each app, or they are grouped according to purpose, or something. There has to be some way to build logical support groups that are smaller. I'd guess that you could get them down to 3 - 5 support groups, even though everyone would need to be added to all of those groups with the tertiary support staff as offline members of that group. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan Sent: Tuesday, July 08, 2014 12:34 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Thank you again Terje. In answer to your question, yes, every support person, in each of the support groups, in this discussion, must have the ability to work on any of the assignments to any of the groups they are members of. Our service desk personnel create most tickets and assign to the appropriate support group, in some cases, or to the appropriate individual in other cases. We do not have any assignment automation configured at this time. Thank you again Terje; your input is much appreciated. Susan Champagne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: July-08-14 1:14 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Support Groups: Best Practice? ** Susan, I find it difficult to understand why you want all support user should be member of all teams. If the support staff got unlimited access - they can still search all tickets. A support engineer can only modify tickets assigned to a group where he is a member. Is this the reason why you want all support members to member of all groups? Are every support engineer working and updating the tickets across all the support groups? A support group performance is normally done based on all the ticket assigned to their groups and how quickly the close these tickets. OLA agreements can be made to measure the group or individual performance. Reporting can be done on any criteria you want. Product Name, Region, Customer, Support Group. Are ticket manually assigned to individuals or are you the round-robin or capacity assignment using auto assignment to individuals? Who creates the tickets? Are they created by the customer using the SRD? Or are they manually created and manually assigned by a dispatcher? There are so many alternatives - and so difficult to give any useful advice. How advanced or mature is your help desk? Are all the agent working within the same time zone? Are you working as teams? -It is very common to allow the assignment engine auto assigned the ticket to different groups - no individual assignment. -Every member of the group is then monitoring unassigned tickets within their console / groups. The support engineer then picks up unassigned tickets. The first thing they do is to assign the ticket to themselves - before the start working on the ticket. Every member or the group is then taking their turn. -You could have an incoming support group or a front line. Tickets are then auto assign to this group. Tickets are then manually reassigned to groups / individual as they start working on the ticket. Everyone is then member of the incoming support group but they work in different teams and reassign the ticket to their group based on skill set, product, location or something. With this set up I am really struggling to understand why need to be member of all the groups? We got the shift functionality and more. I think I stop there - it is getting late in London. Good luck! ~ Terje From: Action Request System discussion
Re: ARERR 9201 - Session is invalid or has timed out
There's a small chance that 8.1 may have some issues around F5 loadbalancer. A friend of mine (Sabyson Fernandes who writes to this list at times) has a similar issue on F5 and had me post a similar email on his behalf to the list last week. I went through his checklist of his setup and it looks like he hasn't missed anything. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 1:28 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 9201 - Session is invalid or has timed out ** Just FYI HeatherI typically like to have the error message in addition to the error # so I don't hafta go look that up :) 9201 Error Session is invalid or has timed out. Please reload page to log in again. Your session is no longer available because either the session is invalid, the session timed-out, or no session data was retrieved. Log in again to continue. Now...the best way to troubleshoot this from my understanding would be to talk to your load balancing folks, have them check their logs and find out if hosts are being swapped to other web nodes, and why. On Tue, Jul 8, 2014 at 11:09 AM, Hutcheson, Heather heather.hutche...@ga.com wrote: ** Good morning all, We have recently run into a TON of ARERR 9201 errors in our load balanced environment. We were using MT 7.6.04 SP4 but just upgraded to MT 8.1.01 SP1 hoping it would resolve these issues. Unfortunately, these errors have not gone away. We have a sticky session enabled for the mid tier, load balancing in all environments with no session timeout. Here are our server setting for the 2 Mid Tiers: Definition Change Check Interval (Seconds) = 3600 Session Timeout (Minutes) = 90 License Release Timeout (Seconds) = 60 Connection Pool Settings: Connection Timeout (Minutes) = 0 Process Timeout (seconds) = 5 Floating License Timeout (hours) = 2 Currency Ratio Cache Refresh Interval (Minutes) / Client Refresh Interval = 60 External authentication server timeout (seconds) / RPC = 40 Any feedback would be greatly appreciated. Thank you, Heather Hutcheson General Atomics | Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.com PH: (858) tel:%28858%29%20455-3366 455-3366 _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARERR 9201 - Session is invalid or has timed out
We are experiencing the same thing in our 7.5 environment running an 8.1 Mid Tier and have an active ticket open with BMC's Subject Matter Experts to try to determine what the issue is. We even eliminated the loadbalancer from the equation and the issue was still occurring. If you have your users connect directly to the Mid Tier and circumvent the loadbalancer do they still have the issues? Levi Lippincott / Remedy Administrator +1 402 561 7014 office +1 402 321 5421 mobile levi.lippinc...@interpublic.commailto: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 Joe D'Souza Sent: Tuesday, July 8, 2014 1:06 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR 9201 - Session is invalid or has timed out ** There's a small chance that 8.1 may have some issues around F5 loadbalancer. A friend of mine (Sabyson Fernandes who writes to this list at times) has a similar issue on F5 and had me post a similar email on his behalf to the list last week. I went through his checklist of his setup and it looks like he hasn't missed anything. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 1:28 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARERR 9201 - Session is invalid or has timed out ** Just FYI HeatherI typically like to have the error message in addition to the error # so I don't hafta go look that up :) 9201 Error Session is invalid or has timed out. Please reload page to log in again. Your session is no longer available because either the session is invalid, the session timed-out, or no session data was retrieved. Log in again to continue. Now...the best way to troubleshoot this from my understanding would be to talk to your load balancing folks, have them check their logs and find out if hosts are being swapped to other web nodes, and why. On Tue, Jul 8, 2014 at 11:09 AM, Hutcheson, Heather heather.hutche...@ga.commailto:heather.hutche...@ga.com wrote: ** Good morning all, We have recently run into a TON of ARERR 9201 errors in our load balanced environment. We were using MT 7.6.04 SP4 but just upgraded to MT 8.1.01 SP1 hoping it would resolve these issues. Unfortunately, these errors have not gone away. We have a sticky session enabled for the mid tier, load balancing in all environments with no session timeout. Here are our server setting for the 2 Mid Tiers: Definition Change Check Interval (Seconds) = 3600 Session Timeout (Minutes) = 90 License Release Timeout (Seconds) = 60 Connection Pool Settings: Connection Timeout (Minutes) = 0 Process Timeout (seconds) = 5 Floating License Timeout (hours) = 2 Currency Ratio Cache Refresh Interval (Minutes) / Client Refresh Interval = 60 External authentication server timeout (seconds) / RPC = 40 Any feedback would be greatly appreciated. Thank you, Heather Hutcheson General Atomics | Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.commailto:heather.hutche...@ga.com PH: (858) 455-3366tel:%28858%29%20455-3366 _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_ This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Filter set fields Web Service action setting field id 8 to null on error
OK, I have a strange condition happening, we have some filter Set fields web service calls that when the external web service returns some error condition, the filter sets field ID 8 to null, even when field ID 8 is not mapped in the set fields, this condition is causing the record submit to fail, even when I have an error handler associated with the filter. This is happening on many filters in our environment. Has anybody seen behavior occur like this? Our environment details are AR server version 7.6.04 SP4 201209051922 OS Version RHEL 6 DB Version Oracle 10G 10.2.0.5.0 - 64bit Custom app, no ITSM Here is a sanitized workflow log from an occurrence. The filter in question is BOB_SubmitNotificationTobob set fields action 0 and you can see where it sets field id 8 to null WFLG /* Tue Jul 08 2014 23:39:56 */ WFLG Workflow Trace Log -- ON WFLG BMC Remedy User Version7.6.04 CLAT /* Tue Jul 08 2014 23:40:00.3760 */+API call FLTR /* Tue Jul 08 2014 18:10:29.3734 */ Start filter processing (phase 1) -- Operation - SET on PollingQueue - 0002046 FLTR /* Tue Jul 08 2014 18:10:29.3735 */ Filter Level:0 Number Of Filters:1 Checking PQ_SubmitBOBNotification_CallGuide (102) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Set Fields FLTR tmpDateText (536870944) = 07/08/2014 18:10:29 FLTR 2: Call Guide SubmitBOBNotification_PushGuide FLTR /* Tue Jul 08 2014 18:10:29.3811 */ Filter Level:0 Number Of Filters:2 Checking PQ_SubmitBOBNotification_G`! (500) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Push Fields - BOB_Notifications FLTR code (601112005) = VCM FLTR NotificationType (536870931) = CVT_SUCCESS FLTR Command (2147483510) = SEND_NOTIFICATION FLTR Source_Form_Name (8) = PollingQueue FLTR Source_EntryID (536870919) = 0002046 FLTR RequestSource (536870932) = bob FLTR RequestorEmail (536870922) = b...@nobody.com FLTR SE_ID (706302002) = (628)076-2103 FLTR RequestorName (536878899) = BOB FLTR ReportID (536871046) = Change Me to FileLocation FLTR Description (536871044) = ConfigValidateExpert Request for (628)076-2103 FLTR SessionStatus (601112010) = Change me to Product Name FLTR ProductName (536870961) = Change me to Product Name FLTR NotificationDate (179) = 07/08/2014 18:10:29 FLTR AccountName (536870940) = Change me to Account Name FLTR RequestorPhoneNumber (536870926) = 99 FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Start filter processing (phase 1) -- Operation - CREATE on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Filter Level:1 Number Of Filters:3 Checking BOB_SubmitNotification_GetMethod (0) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR NotificationMethod (536870973) = FLTR /* Tue Jul 08 2014 18:10:29.3865 */ Filter Level:1 Number Of Filters:4 Checking BOB_SubmitNotification_ResetAttempts (0) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR SubmissionAttempts (536870938) = 0 FLTR /* Tue Jul 08 2014 18:10:29.3875 */ Filter Level:1 Number Of Filters:20 Checking BOB_SubmitNotificationTobob (800) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR Source_Form_Name (8) = FLTR Message not in catalog; Message number = 9130 FLTR PreparedStatementCallback; SQL [insert into bob.notification_request_event (request_id,notification_type,request_source,event_created_time,requestor_name,requestor_email,REPORT_ID,REPORT_TITLE,PRODUCT_TYPE,additional_info,device_info,notification_request FLTR Error while performing filter action: Error 9130 FLTR Filter BOB_SubmitNotificationTobob_ConfigValidation_DEV: Calling filter error handler BOB:ProcessFailure_LogErrorMsg FLTR /* Tue Jul 08 2014 18:10:29.4764 */ Start filter processing (phase 1) -- Operation - ERROR-HANDLER on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.4764 */ Filter Level:1 Number Of Filters:21 Checking BOB:ProcessFailure_LogErrorMsg (888) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR ErrorTrap_AppendMessage (602008312) = PreparedStatementCallback; SQL [insert into bob.notification_request_event (request_id,notification_type,request_source,event_created_time,requestor_name,requestor_email,REPORT_ID,REPORT_TITLE,PRODUCT_TYPE,additional_info,device_info,notification_request FLTR ErrorTrap_LastAttemptTime (602008313) = 07/08/2014 18:10:29 FLTR ErrorTrap_Number (602008310) = 9130 FLTR ErrorTrap_Message
Re: Filter set fields Web Service action setting field id 8 to null on error
I've been assured many times over by Doug himself that the Web Service plugin doesn't use Field 8but like this, I have seen otherwise. On Tue, Jul 8, 2014 at 12:49 PM, Campbell, Paul (Paul) p...@avaya.com wrote: ** OK, I have a strange condition happening, we have some filter Set fields web service calls that when the external web service returns some error condition, the filter sets field ID 8 to null, even when field ID 8 is not mapped in the set fields, this condition is causing the record submit to fail, even when I have an error handler associated with the filter. This is happening on many filters in our environment. Has anybody seen behavior occur like this? Our environment details are AR server version 7.6.04 SP4 201209051922 OS Version RHEL 6 DB Version Oracle 10G 10.2.0.5.0 - 64bit Custom app, no ITSM Here is a sanitized workflow log from an occurrence. The filter in question is BOB_SubmitNotificationTobob set fields action 0 and you can see where it sets field id 8 to null WFLG /* Tue Jul 08 2014 23:39:56 */ WFLG Workflow Trace Log -- ON WFLG BMC Remedy User Version7.6.04 CLAT /* Tue Jul 08 2014 23:40:00.3760 */+API call FLTR /* Tue Jul 08 2014 18:10:29.3734 */ Start filter processing (phase 1) -- Operation - SET on PollingQueue - 0002046 FLTR /* Tue Jul 08 2014 18:10:29.3735 */ Filter Level:0 Number Of Filters:1 Checking PQ_SubmitBOBNotification_CallGuide (102) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Set Fields FLTR tmpDateText (536870944) = 07/08/2014 18:10:29 FLTR 2: Call Guide SubmitBOBNotification_PushGuide FLTR /* Tue Jul 08 2014 18:10:29.3811 */ Filter Level:0 Number Of Filters:2 Checking PQ_SubmitBOBNotification_G`! (500) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Push Fields - BOB_Notifications FLTR code (601112005) = VCM FLTR NotificationType (536870931) = CVT_SUCCESS FLTR Command (2147483510) = SEND_NOTIFICATION FLTR Source_Form_Name (8) = PollingQueue FLTR Source_EntryID (536870919) = 0002046 FLTR RequestSource (536870932) = bob FLTR RequestorEmail (536870922) = b...@nobody.com FLTR SE_ID (706302002) = (628)076-2103 FLTR RequestorName (536878899) = BOB FLTR ReportID (536871046) = Change Me to FileLocation FLTR Description (536871044) = ConfigValidateExpert Request for (628)076-2103 FLTR SessionStatus (601112010) = Change me to Product Name FLTR ProductName (536870961) = Change me to Product Name FLTR NotificationDate (179) = 07/08/2014 18:10:29 FLTR AccountName (536870940) = Change me to Account Name FLTR RequestorPhoneNumber (536870926) = 99 FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Start filter processing (phase 1) -- Operation - CREATE on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Filter Level:1 Number Of Filters:3 Checking BOB_SubmitNotification_GetMethod (0) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR NotificationMethod (536870973) = FLTR /* Tue Jul 08 2014 18:10:29.3865 */ Filter Level:1 Number Of Filters:4 Checking BOB_SubmitNotification_ResetAttempts (0) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR SubmissionAttempts (536870938) = 0 FLTR /* Tue Jul 08 2014 18:10:29.3875 */ Filter Level:1 Number Of Filters:20 Checking BOB_SubmitNotificationTobob (800) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR Source_Form_Name (8) = FLTR Message not in catalog; Message number = 9130 FLTR PreparedStatementCallback; SQL [insert into bob.notification_request_event (request_id,notification_type,request_source,event_created_time,requestor_name,requestor_email,REPORT_ID,REPORT_TITLE,PRODUCT_TYPE,additional_info,device_info,notification_request FLTR Error while performing filter action: Error 9130 FLTR Filter BOB_SubmitNotificationTobob_ConfigValidation_DEV: Calling filter error handler BOB:ProcessFailure_LogErrorMsg FLTR /* Tue Jul 08 2014 18:10:29.4764 */ Start filter processing (phase 1) -- Operation - ERROR-HANDLER on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.4764 */ Filter Level:1 Number Of Filters:21 Checking BOB:ProcessFailure_LogErrorMsg (888) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR ErrorTrap_AppendMessage (602008312) = PreparedStatementCallback; SQL [insert into bob.notification_request_event
Re: Filter set fields Web Service action setting field id 8 to null on error
It sounds like a support ticket with BMC may be in order ;( From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 2:53 PM To: arslist@ARSLIST.ORG Subject: Re: Filter set fields Web Service action setting field id 8 to null on error ** I've been assured many times over by Doug himself that the Web Service plugin doesn't use Field 8but like this, I have seen otherwise. On Tue, Jul 8, 2014 at 12:49 PM, Campbell, Paul (Paul) p...@avaya.commailto:p...@avaya.com wrote: ** OK, I have a strange condition happening, we have some filter Set fields web service calls that when the external web service returns some error condition, the filter sets field ID 8 to null, even when field ID 8 is not mapped in the set fields, this condition is causing the record submit to fail, even when I have an error handler associated with the filter. This is happening on many filters in our environment. Has anybody seen behavior occur like this? Our environment details are AR server version 7.6.04 SP4 201209051922 OS Version RHEL 6 DB Version Oracle 10G 10.2.0.5.0 - 64bit Custom app, no ITSM Here is a sanitized workflow log from an occurrence. The filter in question is BOB_SubmitNotificationTobob set fields action 0 and you can see where it sets field id 8 to null WFLG /* Tue Jul 08 2014 23:39:56 */ WFLG Workflow Trace Log -- ON WFLG BMC Remedy User Version7.6.04 CLAT /* Tue Jul 08 2014 23:40:00.3760 */+API call FLTR /* Tue Jul 08 2014 18:10:29.3734 */ Start filter processing (phase 1) -- Operation - SET on PollingQueue - 0002046 FLTR /* Tue Jul 08 2014 18:10:29.3735 */ Filter Level:0 Number Of Filters:1 Checking PQ_SubmitBOBNotification_CallGuide (102) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Set Fields FLTR tmpDateText (536870944) = 07/08/2014 18:10:29 FLTR 2: Call Guide SubmitBOBNotification_PushGuide FLTR /* Tue Jul 08 2014 18:10:29.3811 */ Filter Level:0 Number Of Filters:2 Checking PQ_SubmitBOBNotification_G`! (500) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Push Fields - BOB_Notifications FLTR code (601112005) = VCM FLTR NotificationType (536870931) = CVT_SUCCESS FLTR Command (2147483510tel:%282147483510) = SEND_NOTIFICATION FLTR Source_Form_Name (8) = PollingQueue FLTR Source_EntryID (536870919) = 0002046 FLTR RequestSource (536870932) = bob FLTR RequestorEmail (536870922) = b...@nobody.commailto:b...@nobody.com FLTR SE_ID (706302002) = (628)076-2103 FLTR RequestorName (536878899) = BOB FLTR ReportID (536871046) = Change Me to FileLocation FLTR Description (536871044) = ConfigValidateExpert Request for (628)076-2103 FLTR SessionStatus (601112010) = Change me to Product Name FLTR ProductName (536870961) = Change me to Product Name FLTR NotificationDate (179) = 07/08/2014 18:10:29 FLTR AccountName (536870940) = Change me to Account Name FLTR RequestorPhoneNumber (536870926) = 99 FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Start filter processing (phase 1) -- Operation - CREATE on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Filter Level:1 Number Of Filters:3 Checking BOB_SubmitNotification_GetMethod (0) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR NotificationMethod (536870973) = FLTR /* Tue Jul 08 2014 18:10:29.3865 */ Filter Level:1 Number Of Filters:4 Checking BOB_SubmitNotification_ResetAttempts (0) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR SubmissionAttempts (536870938) = 0 FLTR /* Tue Jul 08 2014 18:10:29.3875 */ Filter Level:1 Number Of Filters:20 Checking BOB_SubmitNotificationTobob (800) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR Source_Form_Name (8) = FLTR Message not in catalog; Message number = 9130 FLTR PreparedStatementCallback; SQL [insert into bob.notification_request_event (request_id,notification_type,request_source,event_created_time,requestor_name,requestor_email,REPORT_ID,REPORT_TITLE,PRODUCT_TYPE,additional_info,device_info,notification_request FLTR Error while performing filter action: Error 9130 FLTR Filter BOB_SubmitNotificationTobob_ConfigValidation_DEV: Calling filter error handler BOB:ProcessFailure_LogErrorMsg FLTR /* Tue Jul 08 2014 18:10:29.4764 */ Start filter processing (phase 1) -- Operation - ERROR-HANDLER on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.4764 */ Filter Level:1 Number Of
Re: Filter set fields Web Service action setting field id 8 to null on error
I had a similar problem. The answer was not found in the field mapping. IIRC, there was a problem with the Web service call itself. A plug-in or server issue. Rick On Jul 8, 2014 11:50 AM, Campbell, Paul (Paul) p...@avaya.com wrote: ** OK, I have a strange condition happening, we have some filter Set fields web service calls that when the external web service returns some error condition, the filter sets field ID 8 to null, even when field ID 8 is not mapped in the set fields, this condition is causing the record submit to fail, even when I have an error handler associated with the filter. This is happening on many filters in our environment. Has anybody seen behavior occur like this? Our environment details are AR server version 7.6.04 SP4 201209051922 OS Version RHEL 6 DB Version Oracle 10G 10.2.0.5.0 - 64bit Custom app, no ITSM Here is a sanitized workflow log from an occurrence. The filter in question is BOB_SubmitNotificationTobob set fields action 0 and you can see where it sets field id 8 to null WFLG /* Tue Jul 08 2014 23:39:56 */ WFLG Workflow Trace Log -- ON WFLG BMC Remedy User Version7.6.04 CLAT /* Tue Jul 08 2014 23:40:00.3760 */+API call FLTR /* Tue Jul 08 2014 18:10:29.3734 */ Start filter processing (phase 1) -- Operation - SET on PollingQueue - 0002046 FLTR /* Tue Jul 08 2014 18:10:29.3735 */ Filter Level:0 Number Of Filters:1 Checking PQ_SubmitBOBNotification_CallGuide (102) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Set Fields FLTR tmpDateText (536870944) = 07/08/2014 18:10:29 FLTR 2: Call Guide SubmitBOBNotification_PushGuide FLTR /* Tue Jul 08 2014 18:10:29.3811 */ Filter Level:0 Number Of Filters:2 Checking PQ_SubmitBOBNotification_G`! (500) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Push Fields - BOB_Notifications FLTR code (601112005) = VCM FLTR NotificationType (536870931) = CVT_SUCCESS FLTR Command (2147483510) = SEND_NOTIFICATION FLTR Source_Form_Name (8) = PollingQueue FLTR Source_EntryID (536870919) = 0002046 FLTR RequestSource (536870932) = bob FLTR RequestorEmail (536870922) = b...@nobody.com FLTR SE_ID (706302002) = (628)076-2103 FLTR RequestorName (536878899) = BOB FLTR ReportID (536871046) = Change Me to FileLocation FLTR Description (536871044) = ConfigValidateExpert Request for (628)076-2103 FLTR SessionStatus (601112010) = Change me to Product Name FLTR ProductName (536870961) = Change me to Product Name FLTR NotificationDate (179) = 07/08/2014 18:10:29 FLTR AccountName (536870940) = Change me to Account Name FLTR RequestorPhoneNumber (536870926) = 99 FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Start filter processing (phase 1) -- Operation - CREATE on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Filter Level:1 Number Of Filters:3 Checking BOB_SubmitNotification_GetMethod (0) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR NotificationMethod (536870973) = FLTR /* Tue Jul 08 2014 18:10:29.3865 */ Filter Level:1 Number Of Filters:4 Checking BOB_SubmitNotification_ResetAttempts (0) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR SubmissionAttempts (536870938) = 0 FLTR /* Tue Jul 08 2014 18:10:29.3875 */ Filter Level:1 Number Of Filters:20 Checking BOB_SubmitNotificationTobob (800) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR Source_Form_Name (8) = FLTR Message not in catalog; Message number = 9130 FLTR PreparedStatementCallback; SQL [insert into bob.notification_request_event (request_id,notification_type,request_source,event_created_time,requestor_name,requestor_email,REPORT_ID,REPORT_TITLE,PRODUCT_TYPE,additional_info,device_info,notification_request FLTR Error while performing filter action: Error 9130 FLTR Filter BOB_SubmitNotificationTobob_ConfigValidation_DEV: Calling filter error handler BOB:ProcessFailure_LogErrorMsg FLTR /* Tue Jul 08 2014 18:10:29.4764 */ Start filter processing (phase 1) -- Operation - ERROR-HANDLER on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.4764 */ Filter Level:1 Number Of Filters:21 Checking BOB:ProcessFailure_LogErrorMsg (888) FLTR-- Passed -- perform actions FLTR 0: Set Fields FLTR ErrorTrap_AppendMessage (602008312) = PreparedStatementCallback; SQL [insert into
Re: Filter set fields Web Service action setting field id 8 to null on error
Another wrinkle to add would be Was this filter created in an earlier version of ARS? I know that field 8 used to be used so this could add to the complexity Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Tuesday, July 08, 2014 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: Filter set fields Web Service action setting field id 8 to null on error ** I had a similar problem. The answer was not found in the field mapping. IIRC, there was a problem with the Web service call itself. A plug-in or server issue. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul) Sent: Tuesday, July 08, 2014 1:50 PM To: arslist@ARSLIST.ORG Subject: Filter set fields Web Service action setting field id 8 to null on error ** OK, I have a strange condition happening, we have some filter Set fields web service calls that when the external web service returns some error condition, the filter sets field ID 8 to null, even when field ID 8 is not mapped in the set fields, this condition is causing the record submit to fail, even when I have an error handler associated with the filter. This is happening on many filters in our environment. Has anybody seen behavior occur like this? Our environment details are AR server version 7.6.04 SP4 201209051922 OS Version RHEL 6 DB Version Oracle 10G 10.2.0.5.0 - 64bit Custom app, no ITSM Here is a sanitized workflow log from an occurrence. The filter in question is BOB_SubmitNotificationTobob set fields action 0 and you can see where it sets field id 8 to null WFLG /* Tue Jul 08 2014 23:39:56 */ WFLG Workflow Trace Log -- ON WFLG BMC Remedy User Version 7.6.04 CLAT /* Tue Jul 08 2014 23:40:00.3760 */+API call FLTR /* Tue Jul 08 2014 18:10:29.3734 */ Start filter processing (phase 1) -- Operation - SET on PollingQueue - 0002046 FLTR /* Tue Jul 08 2014 18:10:29.3735 */ Filter Level:0 Number Of Filters:1 Checking PQ_SubmitBOBNotification_CallGuide (102) FLTR -- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Set Fields FLTR tmpDateText (536870944) = 07/08/2014 18:10:29 FLTR 2: Call Guide SubmitBOBNotification_PushGuide FLTR /* Tue Jul 08 2014 18:10:29.3811 */ Filter Level:0 Number Of Filters:2 Checking PQ_SubmitBOBNotification_G`! (500) FLTR -- Passed -- perform actions FLTR 0: Set Fields FLTR FiltersExecuted (536870955) = ... FLTR 1: Push Fields - BOB_Notifications FLTR code (601112005) = VCM FLTR NotificationType (536870931) = CVT_SUCCESS FLTR Command (2147483510) = SEND_NOTIFICATION FLTR Source_Form_Name (8) = PollingQueue FLTR Source_EntryID (536870919) = 0002046 FLTR RequestSource (536870932) = bob FLTR RequestorEmail (536870922) = b...@nobody.com FLTR SE_ID (706302002) = (628)076-2103 FLTR RequestorName (536878899) = BOB FLTR ReportID (536871046) = Change Me to FileLocation FLTR Description (536871044) = ConfigValidateExpert Request for (628)076-2103 FLTR SessionStatus (601112010) = Change me to Product Name FLTR ProductName (536870961) = Change me to Product Name FLTR NotificationDate (179) = 07/08/2014 18:10:29 FLTR AccountName (536870940) = Change me to Account Name FLTR RequestorPhoneNumber (536870926) = 99 FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Start filter processing (phase 1) -- Operation - CREATE on BOB_Notifications - NULL FLTR /* Tue Jul 08 2014 18:10:29.3854 */ Filter Level:1 Number Of Filters:3 Checking BOB_SubmitNotification_GetMethod (0) FLTR -- Passed -- perform actions FLTR 0: Set Fields FLTR NotificationMethod (536870973) = FLTR /* Tue Jul 08 2014 18:10:29.3865 */ Filter Level:1 Number Of Filters:4 Checking BOB_SubmitNotification_ResetAttempts (0) FLTR -- Passed -- perform actions FLTR 0: Set Fields FLTR SubmissionAttempts (536870938) = 0 FLTR /* Tue Jul 08 2014 18:10:29.3875 */ Filter Level:1 Number Of Filters:20 Checking BOB_SubmitNotificationTobob (800) FLTR -- Passed -- perform actions FLTR 0: Set Fields FLTR Source_Form_Name (8) = FLTR Message not in catalog; Message number = 9130 FLTR PreparedStatementCallback; SQL [insert into bob.notification_request_event (request_id,notification_type,request_source,event_created_time,requestor_name,requestor_email,REPORT_ID,REPORT_TITLE,PRODUCT_TYPE,additional_info,device_info,notification_request FLTR Error while performing filter action: Error 9130 FLTR Filter
Re: ARERR 9201 - Session is invalid or has timed out
I have not seen the issue when we bypass the load balancer. Thank you, Heather Hutcheson From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lippincott, Levi (OMA-GIS) Sent: Tuesday, July 08, 2014 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: ARERR 9201 - Session is invalid or has timed out ** We are experiencing the same thing in our 7.5 environment running an 8.1 Mid Tier and have an active ticket open with BMC's Subject Matter Experts to try to determine what the issue is. We even eliminated the loadbalancer from the equation and the issue was still occurring. If you have your users connect directly to the Mid Tier and circumvent the loadbalancer do they still have the issues? Levi Lippincott / Remedy Administrator +1 402 561 7014 office +1 402 321 5421 mobile levi.lippinc...@interpublic.commailto: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 Joe D'Souza Sent: Tuesday, July 8, 2014 1:06 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARERR 9201 - Session is invalid or has timed out ** There's a small chance that 8.1 may have some issues around F5 loadbalancer. A friend of mine (Sabyson Fernandes who writes to this list at times) has a similar issue on F5 and had me post a similar email on his behalf to the list last week. I went through his checklist of his setup and it looks like he hasn't missed anything. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, July 08, 2014 1:28 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARERR 9201 - Session is invalid or has timed out ** Just FYI HeatherI typically like to have the error message in addition to the error # so I don't hafta go look that up :) 9201 Error Session is invalid or has timed out. Please reload page to log in again. Your session is no longer available because either the session is invalid, the session timed-out, or no session data was retrieved. Log in again to continue. Now...the best way to troubleshoot this from my understanding would be to talk to your load balancing folks, have them check their logs and find out if hosts are being swapped to other web nodes, and why. On Tue, Jul 8, 2014 at 11:09 AM, Hutcheson, Heather heather.hutche...@ga.commailto:heather.hutche...@ga.com wrote: ** Good morning all, We have recently run into a TON of ARERR 9201 errors in our load balanced environment. We were using MT 7.6.04 SP4 but just upgraded to MT 8.1.01 SP1 hoping it would resolve these issues. Unfortunately, these errors have not gone away. We have a sticky session enabled for the mid tier, load balancing in all environments with no session timeout. Here are our server setting for the 2 Mid Tiers: Definition Change Check Interval (Seconds) = 3600 Session Timeout (Minutes) = 90 License Release Timeout (Seconds) = 60 Connection Pool Settings: Connection Timeout (Minutes) = 0 Process Timeout (seconds) = 5 Floating License Timeout (hours) = 2 Currency Ratio Cache Refresh Interval (Minutes) / Client Refresh Interval = 60 External authentication server timeout (seconds) / RPC = 40 Any feedback would be greatly appreciated. Thank you, Heather Hutcheson General Atomics | Information Technology 3550 General Atomics Ct. San Diego, CA 92121 heather.hutche...@ga.commailto:heather.hutche...@ga.com PH: (858) 455-3366tel:%28858%29%20455-3366 _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_ This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: PERFORM-ACTION-ADD-ATTACHMENT fails
Thanks to everyone who replied! I have decided to let the current transaction filters create the file and PUSH an entry (with the path file name in a text field) into the Attachment form. An escalation will run every 10 minutes to ping the attachment records without files attached, and trigger filters to run the ADD-ATTACHMENT process. After some investigation, it turned out that the users can easily tolerate the 10 minute delay. Sometimes you can't get there from here, but you can get there from somewhere else Joel Joel Senderjdsen...@earthlink.net310.829.5552 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Monday, July 07, 2014 7:01 AM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT fails I do something similar in a single filter (I'm on Unix but the same Idea applies). (NOTE: No `! needed as all work is done in set fields) Here is the workflow I use. Set Fields Action: From Server : CURRENT TRANSACTION From Form : CURRENT TRANSACTION Set To Fields : $zTempAttachmentFileName$ = $PROCESS$ MakeAttachment.sh $SERVER$ $zTempFormName$ $Ticket ID$ Set Fields Action: From Server : CURRENT TRANSACTION From Form : CURRENT TRANSACTION Set To Fields : $zTemp WorkFlow txt1$ = $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536870924 $zTempAttachmentFileName$ Run Process Action: Command Line : rm -f $zTempAttachmentFileName$ I think the basic differences are I have never used an attachment pool, I always use an attachment field Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hamilton, Scott Sent: Monday, July 07, 2014 8:11 AM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-ADD-ATTACHMENT fails Joel - I appreciate that you are using all available avenues to pursue this problem. Has this problem been escalated within BMC? Thanks, Scott Hamilton Project Manager Information Technology Department City of Cambridge, MA 617-349-7718 -Original Message- From: Joel Sender [mailto:jdsen...@earthlink.net] Sent: Saturday, July 05, 2014 10:15 PM To: arslist@ARSLIST.ORG Subject: PERFORM-ACTION-ADD-ATTACHMENT fails I have an ongoing case for this at BMC, but maybe the ARSlist can shed some light... Using a development ARS 8.1.1 server on Windows Server with an MS/SQL back-end. Custom application, simple workflow: run a process to create a PDF file and then attach it to a record in an ARS form. I execute a Run Process to create a PDF file D:\$PerNumb$.pdf where the $PerNumb$ is correctly taken from the current record. The file is definitely created correctly. I then attempt to add that file into an Attachment Pool in a filter Run-Process action with this command: PERFORM-ACTION-ADD-ATTACHMENT 617001300 D:\$PerNumb$.pdf The field ID is for the Attachment Pool That failed, too. I then tried several iterations of filters with and without the Tick-Bang (`!), but no luck. I submitted a ticket to BMC when the 'Run Process' failed and they suggested that I use a Set-Field action instead. I tried the Set-Field in an Active Link that executed After-Modify - to ensure that the file was created in a filter before attempting the attachment. Using an integer field to accept the Exit Code, I set the field to $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 617001300 D:\$PerNumb$.pdf Same error in ALL cases: File pointer is NULL or invalid file pointer. (ARERR 295) Have I missed something basic? Has anyone gotten around this? Thanks in advance, Joel Joel Senderjdsen...@earthlink.net310.829.5552 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years --- This email is free from viruses and malware because avast! Antivirus protection is active. http://www.avast.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
