Re: ARS 8.0. RedHat 5 = 6 migration
Thanks Shafkat/Jason. I will have to reconsider v8 and may be install v7 instead or stick with v6 On Wed, Aug 19, 2015 at 7:15 PM, Jason Miller jason.mil...@gmail.com wrote: ** Yeah, I agree. I am thinking with ARS/ITSM 8.x that Java 7 is the safe bet. If you were looking at ARS/ITSM 9 then I would say give Java 8 serious consideration. Jason On Wed, Aug 19, 2015 at 7:30 AM, Shafqat Ayaz shafq...@yahoo.com wrote: ** Hi I had major problems with Java 8. After talking to BMC Support I had to go back to v6. I don't know if this has been fixed in the meantime. *Shafqat Ayaz* -- *From:* frex popo frexpo...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Wednesday, August 19, 2015 11:11 AM *Subject:* Re: ARS 8.0. RedHat 5 = 6 migration ** Thanks Jason I checked the Knowlege Base and saw few issues with Java8 and ARS8.1 and other issues but nothing related to ARS8.0...So still investigating. Thanks On Wed, Aug 19, 2015 at 9:10 AM, Jason Miller jason.mil...@gmail.com wrote: ** I remember seeing something in the past about Java 8 and ARS and/or ITSM 8.x incompatibility. Is java 8 listed on the comparability matrix for Remedy 8? It may have been addressed in an update but wanted give a heads up. I don't remember the exact details. It is either mentioned her on the list or the BMC Communities (well and kb.bmc.com probably). Jason On Tue, Aug 18, 2015 at 11:38 PM, frex popo frexpo...@gmail.com wrote: ** We are migrating ARS/ITSM 8.0 OS from Linux RedHat5 to Linux 6 and all the rest stays the same, apart from Java We are planning on installing Java v8 instead of the current version Java v6. Anyone encounters some problems with having ARS/ITSM 8.0 running Java v8? Best Regards frex _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_ _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: How to retrieve a report consisting of the last logged in users in remedy 8.1
Hi, You need to be an Administrator to turn License Tracking on. Go to Admin Console - System - General - Server Information - Configuration - License Tracking. The filter/custom-form suggestion is to make it easier to use. Without this customization you will just need to report on the complete set of data created in the AR System Historical License Usage form. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. How to turn on the licence tracking in ar system.? Is there any OOB mechanism to achieve this requirement. Regards, Abhi On 20 Aug 2015 01:46, Misi Mladoniczky m...@rrr.se wrote: Hi, I would turn on License Tracking, which creates a record in AR System Historical License Usage upon each session. There you have the login date. Make sure to truncate old data, as the number of records grow. You can create a filter to that form that updates a custom form of yours with the last logged in user. It is enough with just a single record in that custom form. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi Experts, Please guide us on how to fetch a report consisting of the users who last logged in with there timestamp in remedy 8.1. Early help will be highly appreciated. Cheers, Abhi.. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 9755 - any experience with this error? - resolved with libfreebl2.so deletions as per Fred's email
Thanks Fred, That seemed to clear everything up. Interestingly, the source of the cloned machine still has the same set of libraries and is working fine. Of course, the API calls I am making is bigger on the new server (I am reading the old one and writing to the new one). It's on my list of things to keep in mind. Cheers and thank again! Ben www.softwaretoolhouse.com From: Ben Chernys [mailto:ben.cher...@softwaretoolhouse.com] Sent: August-19-15 22:08 To: 'arslist@ARSLIST.ORG' Subject: RE: ARERR 9755 - any experience with this error? Thanks Fred, I see a whack of the same ones under bmc and a slightly more modern one under /lic64. So, I'll give it a test tomorrow (It's 22:00 here now J) However, no files were changed and this only recently started happening J root@cent_9 bmc]# ls -l $x -rwxrwxr-x. 1 ARS ARS 426010 Jan 25 2013 ./ARSystem/bin/libfreebl3.so -rwxrwxr-x. 1 ARS ARS 426010 Jan 25 2013 ./ARSystem/plugins/ardbcldap/linux/libfreebl3.so -rwxrwxr-x. 1 ARS ARS 426010 Jan 25 2013 ./ARSystem/plugins/arealdap/linux/libfreebl3.so -rwxrwxr-x. 1 ARS ARS 426010 Jan 25 2013 ./ARSystem/plugins/atriumsso/linux/libfreebl3.so -rwxrwxr-x. 1 ARS ARS 426010 Jan 25 2013 ./ARSystem/plugins/ssoldap/linux/libfreebl3.so lrwxrwxrwx. 1 root root 25 Dec 23 2014 /usr/lib64/libfreebl3.so - ../../lib64/libfreebl3.so [root@cent_9 bmc]# ls -l /lib64/libfreebl3.so -rwxr-xr-x. 1 root root 480288 Nov 18 2014 /lib64/libfreebl3.so I'll post the response tomorrow. Thanks again, Ben From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: August-19-15 18:43 To: arslist@ARSLIST.ORG Subject: Re: ARERR 9755 - any experience with this error? ** Not sure if this is your issue.. When I was testing 8.1 on CentOS I had an issue where the libfreebl3.so from BMC (in the bin directory) was from an older version and that caused the system not to start. I renamed that file so the arserverd process would find the one in the system library folder instead and that solved my issue. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ben Chernys Sent: Wednesday, August 19, 2015 10:26 AM To: arslist@ARSLIST.ORG Subject: ARERR 9755 - any experience with this error? ** Hi Folks, Just received the following error even through a process restart and a server restart: 9755 Error Error encountered while initializing (Initialization routine) the shared library. On server startup, an initialization routine runs for all shared extension libraries that are loaded. The initialization routine returned an error, and the shared library was unloaded from memory. The server functions, but any functionality associated with the shared library is unavailable. To resolve the problem, check the implementation of the routine and make any necessary corrections. Server Cent OS 2.6.32-504.3.3.el6.x86_64 DB Oracle 11.2.0 ARS/ITSM 8.1.0 (unpatched) Any help would be appreciated. Especially how to check the implementation and make any necessary corrections J The server doesn't function altogether well either J I can do simple queries but cannot pick up the a bunch of Schema info real fast. That puts it out altogether it would seem. I'd hate to go back to a very old snapshot J It is a host that was replicated from a running system and then had a host name change - which was not altogether successful but was working enough to do writes and set create Archive forms. Cheers Ben Chernys www.softwaretoolhouse.com _ ___ 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: Error: Validation of rules failed.
Hello Jojo, Below fields mapped in 'Personal Computer Update' are throwing errors as these columns are not defined in table 'dbo.TI_vwAMSSync' tiPerHostMAC tiPerWLNetAZ tiPerWRNetAZ tiPerDeviceType tiPerHlthState Thanks, Reshma ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Error: Validation of rules failed.
Hello Jojo, Below fields mapped in 'Personal Computer Update' are throwing errors as these columns are not defined in table 'dbo.TI_vwAMSSync' tiPerHostMAC tiPerWLNetAZ tiPerWRNetAZ tiPerDeviceType tiPerHlthState Thanks, Reshma -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/Error-Validation-of-rules-failed-tp122632p122659.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Error: Validation of rules failed.
Hello Jojo, Below fields mapped in 'Personal Computer Update' are throwing errors as these columns are not defined in table 'dbo.TI_vwAMSSync' tiPerHostMAC tiPerWLNetAZ tiPerWRNetAZ tiPerDeviceType tiPerHlthState Thanks, Reshma -- View this message in context: http://ars-action-request-system.1.n7.nabble.com/Error-Validation-of-rules-failed-tp122632p122660.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Thanks for everything...
Good luck in your future endeavors, wherever they take you. On Aug 20, 2015 8:01 PM, Larry Robinson n...@ncsu.edu wrote: ** Dear ARSlist, The time has come for me to offer you my thanks and to say farewell. NC State university has completed it's transition from BMC ARS to ServiceNow. I was part of the implementation and support team for ServiceNow and I am now retired, so my participation in the ARSlist, such as it was, will be ending soon. After 15+ years of Remedy system design, development and support activities, I am thoroughly convinced that I could not have done my job as effectively as I did without the help of the contributors to this list. As others have observed, this list is special in it's members unselfishness and willingness to devote their professional and personal time help other. For this, I am extremely grateful. Wishing you all the best! Larry Robinson _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
Thanks for everything...
Dear ARSlist, The time has come for me to offer you my thanks and to say farewell. NC State university has completed it's transition from BMC ARS to ServiceNow. I was part of the implementation and support team for ServiceNow and I am now retired, so my participation in the ARSlist, such as it was, will be ending soon. After 15+ years of Remedy system design, development and support activities, I am thoroughly convinced that I could not have done my job as effectively as I did without the help of the contributors to this list. As others have observed, this list is special in it's members unselfishness and willingness to devote their professional and personal time help other. For this, I am extremely grateful. Wishing you all the best! Larry Robinson ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Application Object Template
I created an AOT and added an INC Template to it. The AOT is connection to a PDT which is connected to an SRD. I want to change the AOT and have another INC Template attached to it. I've made the SRD Offline, but the select button is still greyed out. Is this normal? Once you add a template to an AOT you cannot change it? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 8.0. RedHat 5 = 6 migration
Terry, I read the KBs on that. There's a fairly quick and easy workaround. Rick On Aug 20, 2015 6:48 AM, Terry Bootsma tboot...@objectpath.com wrote: ** We had some issues with Java 8 on ITSM 8.1.01 with Web reporting not working in the midtier. We had to go back to Java 7 on our midtiers. Terry -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *frex popo *Sent:* August-20-15 2:39 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS 8.0. RedHat 5 = 6 migration ** Thanks Shafkat/Jason. I will have to reconsider v8 and may be install v7 instead or stick with v6 On Wed, Aug 19, 2015 at 7:15 PM, Jason Miller jason.mil...@gmail.com wrote: ** Yeah, I agree. I am thinking with ARS/ITSM 8.x that Java 7 is the safe bet. If you were looking at ARS/ITSM 9 then I would say give Java 8 serious consideration. Jason On Wed, Aug 19, 2015 at 7:30 AM, Shafqat Ayaz shafq...@yahoo.com wrote: ** Hi I had major problems with Java 8. After talking to BMC Support I had to go back to v6. I don't know if this has been fixed in the meantime. *Shafqat Ayaz* -- *From:* frex popo frexpo...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Wednesday, August 19, 2015 11:11 AM *Subject:* Re: ARS 8.0. RedHat 5 = 6 migration ** Thanks Jason I checked the Knowlege Base and saw few issues with Java8 and ARS8.1 and other issues but nothing related to ARS8.0...So still investigating. Thanks On Wed, Aug 19, 2015 at 9:10 AM, Jason Miller jason.mil...@gmail.com wrote: ** I remember seeing something in the past about Java 8 and ARS and/or ITSM 8.x incompatibility. Is java 8 listed on the comparability matrix for Remedy 8? It may have been addressed in an update but wanted give a heads up. I don't remember the exact details. It is either mentioned her on the list or the BMC Communities (well and kb.bmc.com probably). Jason On Tue, Aug 18, 2015 at 11:38 PM, frex popo frexpo...@gmail.com wrote: ** We are migrating ARS/ITSM 8.0 OS from Linux RedHat5 to Linux 6 and all the rest stays the same, apart from Java We are planning on installing Java v8 instead of the current version Java v6. Anyone encounters some problems with having ARS/ITSM 8.0 running Java v8? Best Regards frex _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_ _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_ _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: High volume email inbox
John, So we do a couple of things. In our Corporate environment we are running Exchange 2013 with POP disabled. The only available protocol to use was IMAP but in the version of Exchange 2013 that we have Microsoft actually changed the IMAP protocol slightly and it was causing our inbound submissions to be void of images and if it was mixed message format only certain parts would come through. To get around this we setup our own hMail email server on a separate Tomcat server and we setup a local remedy domain. To handle routing we had our Exchange admins setup MX records with our local domain to the IP of the Tomcat server. This allowed us to connect using IMAP or POP free from any of the Exchange restrictions. We still use our corporate relay for outbound. All that being said we are running 8.1.00 currently, with plans in the upcoming weeks to upgrade to 8.1.02. We are a multi-tenancy environment with 300+ Companies. All of our ticket updates are standardized, we require the full ticket number to be at the end of the subject line. All of those “bad” emails in my below examples were when someone tried to update a ticket improperly. Our inbound ticket creation is not that standardized. The only real requirement we have is that if the email is to generate a ticket it cannot have RE: at the beginning of the Subject line and the email address they are sending to has to be the only thing in the To field, any other email addresses need to be in the CC or BCC fields. When we have a department approach us for auto creation we have them work with the Exchange administrators to setup a mailbox that forwards on the server side to our processing mailbox. Then they give us the email address that was created and then I go into the RBE:Console form and setup the creation rules that we work with this department on. Such as, it goes to this group with a specific categorization. After I configure the rule I go to the RBE:Rule form, find what I just created, then I change the Company name I created it under to the Global designator. From there I pull up the RBE:Action form, find the rule I just created, and then I remove the authValidate User/auth from the string to allow anyone that sends properly to create a ticket. One of these days I am going to overlay or build custom workflow that will do those RBE:Rule and RBE:Action steps for me since it is the standard we use. We have custom workflow that if they are non-validated user then it will create the ticket with the Customer information “ENTER VALUE” and it requires the tech who first works on the ticket to set the Customer name properly. If we have a department who wants various categorizations or different group configurations for their emails we can do it a couple of different ways. Our most common is just have them setup a different mailbox for that particular requirement. Otherwise we can have them make it clear to their customers that they want specific key words in the Subject line in order for it to work. We also overlaid the workflow that handles the attachments for the tickets and instead of parsing out the various images and attachments and then putting them on the ticket we simply attach the full email from the Alternate Attachments tab on the AR System Email Messages form. By doing this it keeps full integrity of the email intact and has been better for audits. I hope that helped answer your question and didn’t just waste your time blasting you with a bunch of information you didn’t need. 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 John Sundberg Sent: Wednesday, August 19, 2015 3:15 PM To: arslist@ARSLIST.ORG Subject: Re: High volume email inbox ** Levi, Great stuff. So - in general it seems as if the incoming mail is pretty highly standardized and is reasonable to automate (in terms of updating tickets ???) Would you say you use the inbox for a “variety” of “routes” — or do you have different email accounts for different functions? (I am just trying to get my head around using email for automation) -John On Wed, Aug 19, 2015 at 2:40 PM, Lippincott, Levi (OMA-GIS) levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com wrote: ** John, I don’t know if we have a “high-volume” but I just ran a report and this is what I show over the past 2 weeks, excluding weekends. We averaged 2,454 emails per day with our lowest day being 1,806 and our highest being 2,998. For “good” emails we averaged 95.6% with our lowest being 94.3% and our highest being 97.0%. The only real “non-good” types of emails we have are when someone is trying to update a specific ticket with a
Re: High volume email inbox
Levi, Great stuff. As a point of interest - my brother works for one of those 300+ companies. :) Sounds like you have a good strategy and it is working well for you. Do you find the rules/actions able to cover your needs fairly well - or do you feel you need to do a fair amount of filter work in addition? Also - one last question … are people asking for email boxes because they have some system that is creating the emails — or - are they finding that it is the easiest way for people to create “incidents” that may have some sort of special attributes to them (vs just a generic incident)??? -John On Thu, Aug 20, 2015 at 9:32 AM, Lippincott, Levi (OMA-GIS) levi.lippinc...@interpublic.com wrote: ** John, So we do a couple of things. In our Corporate environment we are running Exchange 2013 with POP disabled. The only available protocol to use was IMAP but in the version of Exchange 2013 that we have Microsoft actually changed the IMAP protocol slightly and it was causing our inbound submissions to be void of images and if it was mixed message format only certain parts would come through. To get around this we setup our own hMail email server on a separate Tomcat server and we setup a local remedy domain. To handle routing we had our Exchange admins setup MX records with our local domain to the IP of the Tomcat server. This allowed us to connect using IMAP or POP free from any of the Exchange restrictions. We still use our corporate relay for outbound. All that being said we are running 8.1.00 currently, with plans in the upcoming weeks to upgrade to 8.1.02. We are a multi-tenancy environment with 300+ Companies. All of our ticket updates are standardized, we require the full ticket number to be at the end of the subject line. All of those “bad” emails in my below examples were when someone tried to update a ticket improperly. Our inbound ticket creation is not that standardized. The only real requirement we have is that if the email is to generate a ticket it cannot have RE: at the beginning of the Subject line and the email address they are sending to has to be the only thing in the To field, any other email addresses need to be in the CC or BCC fields. When we have a department approach us for auto creation we have them work with the Exchange administrators to setup a mailbox that forwards on the server side to our processing mailbox. Then they give us the email address that was created and then I go into the RBE:Console form and setup the creation rules that we work with this department on. Such as, it goes to this group with a specific categorization. After I configure the rule I go to the RBE:Rule form, find what I just created, then I change the Company name I created it under to the Global designator. From there I pull up the RBE:Action form, find the rule I just created, and then I remove the authValidate User/auth from the string to allow anyone that sends properly to create a ticket. One of these days I am going to overlay or build custom workflow that will do those RBE:Rule and RBE:Action steps for me since it is the standard we use. We have custom workflow that if they are non-validated user then it will create the ticket with the Customer information “ENTER VALUE” and it requires the tech who first works on the ticket to set the Customer name properly. If we have a department who wants various categorizations or different group configurations for their emails we can do it a couple of different ways. Our most common is just have them setup a different mailbox for that particular requirement. Otherwise we can have them make it clear to their customers that they want specific key words in the Subject line in order for it to work. We also overlaid the workflow that handles the attachments for the tickets and instead of parsing out the various images and attachments and then putting them on the ticket we simply attach the full email from the Alternate Attachments tab on the AR System Email Messages form. By doing this it keeps full integrity of the email intact and has been better for audits. I hope that helped answer your question and didn’t just waste your time blasting you with a bunch of information you didn’t need. *Levi Lippincott / *Remedy Administrator +1 402 561 7014 office +1 402 321 5421 mobile levi.lippinc...@interpublic.com *Interpublic Group* 6825 Pine Street, Omaha, NE 68106 *Talent is a Gift; But Character is a Choice. -Matt Grotewold-* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg *Sent:* Wednesday, August 19, 2015 3:15 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: High volume email inbox ** Levi, Great stuff. So - in general it seems as if the incoming mail is pretty highly standardized and is reasonable to automate (in terms of updating tickets ???) Would you say
Re: ARS 8.0. RedHat 5 = 6 migration
We had some issues with Java 8 on ITSM 8.1.01 with Web reporting not working in the midtier. We had to go back to Java 7 on our midtiers. Terry _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of frex popo Sent: August-20-15 2:39 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 8.0. RedHat 5 = 6 migration ** Thanks Shafkat/Jason. I will have to reconsider v8 and may be install v7 instead or stick with v6 On Wed, Aug 19, 2015 at 7:15 PM, Jason Miller jason.mil...@gmail.com wrote: ** Yeah, I agree. I am thinking with ARS/ITSM 8.x that Java 7 is the safe bet. If you were looking at ARS/ITSM 9 then I would say give Java 8 serious consideration. Jason On Wed, Aug 19, 2015 at 7:30 AM, Shafqat Ayaz shafq...@yahoo.com wrote: ** Hi I had major problems with Java 8. After talking to BMC Support I had to go back to v6. I don't know if this has been fixed in the meantime. Shafqat Ayaz _ From: frex popo frexpo...@gmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, August 19, 2015 11:11 AM Subject: Re: ARS 8.0. RedHat 5 = 6 migration ** Thanks Jason I checked the Knowlege Base and saw few issues with Java8 and ARS8.1 and other issues but nothing related to ARS8.0...So still investigating. Thanks On Wed, Aug 19, 2015 at 9:10 AM, Jason Miller jason.mil...@gmail.com wrote: ** I remember seeing something in the past about Java 8 and ARS and/or ITSM 8.x incompatibility. Is java 8 listed on the comparability matrix for Remedy 8? It may have been addressed in an update but wanted give a heads up. I don't remember the exact details. It is either mentioned her on the list or the BMC Communities (well and kb.bmc.com http://kb.bmc.com/ probably). Jason On Tue, Aug 18, 2015 at 11:38 PM, frex popo frexpo...@gmail.com wrote: ** We are migrating ARS/ITSM 8.0 OS from Linux RedHat5 to Linux 6 and all the rest stays the same, apart from Java We are planning on installing Java v8 instead of the current version Java v6. Anyone encounters some problems with having ARS/ITSM 8.0 running Java v8? Best Regards frex _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_ _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Turning off general ticket notifications from ITSM modules during a transaction..
Is there a flag somewhere on the IM, CM, etc. modules that can be set during the transaction to not send out a notification, overriding the settings for notifications for that ticket? Due to the nature of one of my requirement, I would know if a notification must be or shouldn't be sent only during update. The problem is I do want the OTB notifications to happen as they should, but I need the ability to programmatically turn it off for a certain transaction if it meets a particular criteria - a criteria that that mostly depends on custom fields that will be created. I would prefer not to touch the OTB filters / workflow that sends those notifications but rather override what is set by that workflow by setting a value into a OTB field that signals no notifications action for that particular transaction. Is there an OTB field that might be able to control that? Joe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: High volume email inbox
John, That’s cool about your brother. Hopefully he doesn’t think the system we have sucks. ☺ We had to do a little bit of filter work but not very much. It was mainly for fields that we had made required that were not out of the box. For instance we require all 3 Operational Product Categorizations as well as Product Name Manufacturer. I believe I had to add them to the list of fields to push to, that was almost a year ago so that is a little fuzzy in my memory though. I remember it being relatively simple though once I had ran some Filter logs of an inbound email. As far as the people asking for email boxes. It is a little bit of both. We have some systems that are not able to integrate, or the addons that would allow them to integrate the company doesn’t want to pay for, so they generate an email. There are also departments, like SAP, that have broken their labor up into various departments and each department wants their users to submit requests directly to them so they can be classified right away and skip any delays in triage that the Help Desk would do. I do have to say though we have started working with our Sharepoint team more and more using both the Web Services and the RESTful API to build some forms people could go to and fill out and it can generate a ticket for them. Doing it this way has allowed people to get much more granular and specific on their issue and the ticket is able to be better classified from the outset saving time for the Help Desk. As those forms are used more and more it lowers the volume of email we are getting. 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 John Sundberg Sent: Thursday, August 20, 2015 9:49 AM To: arslist@ARSLIST.ORG Subject: Re: High volume email inbox ** Levi, Great stuff. As a point of interest - my brother works for one of those 300+ companies. :) Sounds like you have a good strategy and it is working well for you. Do you find the rules/actions able to cover your needs fairly well - or do you feel you need to do a fair amount of filter work in addition? Also - one last question … are people asking for email boxes because they have some system that is creating the emails — or - are they finding that it is the easiest way for people to create “incidents” that may have some sort of special attributes to them (vs just a generic incident)??? -John On Thu, Aug 20, 2015 at 9:32 AM, Lippincott, Levi (OMA-GIS) levi.lippinc...@interpublic.commailto:levi.lippinc...@interpublic.com wrote: ** John, So we do a couple of things. In our Corporate environment we are running Exchange 2013 with POP disabled. The only available protocol to use was IMAP but in the version of Exchange 2013 that we have Microsoft actually changed the IMAP protocol slightly and it was causing our inbound submissions to be void of images and if it was mixed message format only certain parts would come through. To get around this we setup our own hMail email server on a separate Tomcat server and we setup a local remedy domain. To handle routing we had our Exchange admins setup MX records with our local domain to the IP of the Tomcat server. This allowed us to connect using IMAP or POP free from any of the Exchange restrictions. We still use our corporate relay for outbound. All that being said we are running 8.1.00 currently, with plans in the upcoming weeks to upgrade to 8.1.02. We are a multi-tenancy environment with 300+ Companies. All of our ticket updates are standardized, we require the full ticket number to be at the end of the subject line. All of those “bad” emails in my below examples were when someone tried to update a ticket improperly. Our inbound ticket creation is not that standardized. The only real requirement we have is that if the email is to generate a ticket it cannot have RE: at the beginning of the Subject line and the email address they are sending to has to be the only thing in the To field, any other email addresses need to be in the CC or BCC fields. When we have a department approach us for auto creation we have them work with the Exchange administrators to setup a mailbox that forwards on the server side to our processing mailbox. Then they give us the email address that was created and then I go into the RBE:Console form and setup the creation rules that we work with this department on. Such as, it goes to this group with a specific categorization. After I configure the rule I go to the RBE:Rule form, find what I just created, then I change the Company name I created it under to the Global designator. From there I pull up the RBE:Action form, find the rule I just
Re: Application Object Template
Yes this normal. You will need to create a new AOT and then replace the existing one with the new one. -Original Message- From: Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil To: arslist arslist@ARSLIST.ORG Sent: Thu, Aug 20, 2015 2:54 pm Subject: Application Object Template I created an AOT and added an INC Template to it. The AOT is connection to a PDT which is connected to an SRD. I want to change the AOT and have another INC Template attached to it. I've made the SRD Offline, but the select button is still greyed out. Is this normal? Once you add a template to an AOT you cannot change it? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Application Object Template
OK, thanks everyone! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Thursday, August 20, 2015 3:05 PM To: arslist@ARSLIST.ORG Subject: Re: Application Object Template It's been a while but I'm pretty sure you'll need to create a new AOT. Sent from my iPhone On Aug 20, 2015, at 2:54 PM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: I created an AOT and added an INC Template to it. The AOT is connection to a PDT which is connected to an SRD. I want to change the AOT and have another INC Template attached to it. I've made the SRD Offline, but the select button is still greyed out. Is this normal? Once you add a template to an AOT you cannot change it? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Communicating between ARS Servers 7.6.04 and 8.1.2 using WSDL...
Thanks Fred, I don't think size of XML will be an issue with this site. Besides it is only a temporary solution until all the groups are onboard the new version. All views appreciated. Thanks much. If anyone has anything more to share, please feel free. Cheers Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, August 18, 2015 6:25 PM To: arslist@ARSLIST.ORG Subject: Re: Communicating between ARS Servers 7.6.04 and 8.1.2 using WSDL... There should not be any changes in there. As a side note. It is the complexity of the XML parsing that will affect MidTier more than the size. I had a case with an external app calling one of my services more than 50 times in a couple of hours pushing over 3.6 Meg per XML payload. MidTier 7.6.04 didn't have a problem. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, August 18, 2015 11:41 AM To: arslist@ARSLIST.ORG Subject: Re: Communicating between ARS Servers 7.6.04 and 8.1.2 using WSDL... ** This should not change much as the XSD's structure hasn't changed since 7.1.0, but I made a small error when stating the versions we would need to design a bidirectional communication between. It is 7.6.0 to 8.1.2 NOT 7.6.4 to 8.1.2. Any changes in the XSD's between these?? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Monday, August 17, 2015 8:14 PM To: arslist@ARSLIST.ORG Subject: Re: Communicating between ARS Servers 7.6.04 and 8.1.2 using WSDL... Just a note Joe. Depending upon the amount of data and the frequency of the synchronization, you may want to consider another technology other than web services. I was doing some load testing earlier this year and found that the mid-tier didn't scale very well when extracting large amounts of data via a programattic interface. This makes sense since all the parsing of XML/SOAP that the midtier has to do when converting/unconverting the data. Note, that this was not a Remedy ARSystem bottleneck, but the midtier.I worked with BMC support on this and it is something that they hope to fix in Remedy 9. :-) Terry _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: August-17-15 3:48 PM To: arslist@ARSLIST.ORG Subject: Re: Communicating between ARS Servers 7.6.04 and 8.1.2 using WSDL... ** It had to do with the change in the 7.1 patch where the namespace structure changed. I think prior to the 7.1 patch there was no namespace and after the patch there was. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Monday, August 17, 2015 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Communicating between ARS Servers 7.6.04 and 8.1.2 using WSDL... ** Sally, Thanks for your reply. From what I recollect (very vaguely) it wasn't as much to do with code change inside the AR layer as much it had to do with the structure of the WSDL's itself having changed with some new constructs added, that were not understood by the other system. I wish I had more details to share about that problem. But I do remember BMC Support calling it as a known limitation between those two versions saying that the WSDL would need to be manually tweaked for it to work. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ludwig, Sally Sent: Monday, August 17, 2015 2:45 PM To: arslist@ARSLIST.ORG Subject: Re: Communicating between ARS Servers 7.6.04 and 8.1.2 using WSDL... Hi Joe, There was a significant code change for web services between 6.3 and 7.6.04 which would have generated the problems you encountered.To be specific, it was at the 7.0.1 patch 004 level. At that point, all components ( Dev Studio, Midtier and AR server) needed to be at 7.0.1 patch 004 or better). There has not been any major changes between 7.6.04 and 8.1.02, so they should work in either direction. Best regards Sally Ludwig From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Monday, August 17, 2015 1:40 PM To: arslist@ARSLIST.ORG Subject: Communicating between ARS Servers 7.6.04 and 8.1.2 using WSDL... Importance: High ** On paper - the easy answer is this should work. However a few years ago (maybe 3 years ago) I was attempting to prototype communication between a 7.6.04 system and a 6.3 system, something failed, of which I do not recall details. It had something to do with one system not recognizing certain constructs in the WSDL in the other system. I am inclined to think it was the 6.3 system that could not understand the 7.6.04 WSDL completely.
Re: Application Object Template
It's been a while but I'm pretty sure you'll need to create a new AOT. Sent from my iPhone On Aug 20, 2015, at 2:54 PM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS lisa.kemes@dla.mil wrote: I created an AOT and added an INC Template to it. The AOT is connection to a PDT which is connected to an SRD. I want to change the AOT and have another INC Template attached to it. I've made the SRD Offline, but the select button is still greyed out. Is this normal? Once you add a template to an AOT you cannot change it? Lisa Kemes Remedy Consultant Dev Technology Group DLA Office: (717) 770-6437 Cell Phone: (717) 602-9460 lisa.ke...@devtechnology.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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: Remedy 9 PROCESS command
I’m always leery of running a server side command from an AL. I now do the following Create a SERVICE type filter to run the command. Call the Filter from the AL with the Service action (and in here you can return the values you want) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jham36 Sent: Thursday, August 20, 2015 4:44 PM To: arslist@ARSLIST.ORG Subject: Remedy 9 PROCESS command ** Hello all, A few months ago I posted an issue about running psexec from Remedy and got some good help. I ended up using paexec which is able to get the console output from the remote process and return it directly into remedy. I am currently on ARS 7.5 and upgrading to ARS 9 and doing some testing on the new servers. What I have is an Active Link doing a set fields $PROCESS$ @@:$StatusCommand$ $Test Set Name$ I am getting values from fields on the form to use in the Process command. The path to paexec.exe plus parameters and the remote exe name and parameters. D:\QCInt\PAExec\paexec.exe \\servernamefile:///\\servername -u domain\User -p Password C:\User\QCInt\RunTestSet\RunTestSet.exe -ss Demo_Process I didn't have to call cmd.exe or comspec or anything special. This works fine with my ARS 7.5 system and I get the return value into Remedy. On my new ARS 9 system, the remote process is executed, but I do not get the return value and the paexec process as well as the remote temporary paexec service do not exit. When I run the same command from a command line on the new remedy server, it works just fine. It seems that something has changed in how the $PROCESS$ command works. Any ideas? Thanks, James ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Remedy 9 PROCESS command
Hello all, A few months ago I posted an issue about running psexec from Remedy and got some good help. I ended up using paexec which is able to get the console output from the remote process and return it directly into remedy. I am currently on ARS 7.5 and upgrading to ARS 9 and doing some testing on the new servers. What I have is an Active Link doing a set fields $PROCESS$ @@:$StatusCommand$ $Test Set Name$ I am getting values from fields on the form to use in the Process command. The path to paexec.exe plus parameters and the remote exe name and parameters. D:\QCInt\PAExec\paexec.exe \\servername -u domain\User -p Password C:\User\QCInt\RunTestSet\RunTestSet.exe -ss Demo_Process I didn't have to call cmd.exe or comspec or anything special. This works fine with my ARS 7.5 system and I get the return value into Remedy. On my new ARS 9 system, the remote process is executed, but I do not get the return value and the paexec process as well as the remote temporary paexec service do not exit. When I run the same command from a command line on the new remedy server, it works just fine. It seems that something has changed in how the $PROCESS$ command works. Any ideas? Thanks, James ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
