Q: BTN URL underline v8.1 MidTier?
While testing MidTier v8.1 for upgrade (Windows, Tomcat, IE), noticed the existing button URL objects are no longer underlined. Currently running v7.5p8 and these have been defined and working for years. Can force an underline to show up by modifying the style sheet but I then get underlines on the buttons as well. Can anyone confirm the button code changed in v8.1 (perhaps compatibility/standards) and that the underline is no longer being displayed for btn_url objects? If true, have you figured out a way to easily get them back? Trying to decide whether this is the new expected standard? Submitted a ticket but the response was less than helpful. Craig Carter, RSP Chief, Integration Division ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Need to build a reporting server
Additionally, since you are already using SQL Server 2005 Enterprise, have you considered SQL Server Reporting Services? We use it almost exclusively for everything and reports can be rendered via a URL, through the RS ASP interface, or through your own interface that calls the underlying report service. Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Axton Sent: Thursday, January 26, 2012 12:39 PM To: arslist@arslist.org Subject: Re: Need to build a reporting server I would like to ask, Why do you want a Remedy server for reporting purposes? Remedy is not very good at reporting. There are tools out there that are good at reporting (no bias) such as Business Objects. The things Remedy and these reporting solutions have in common is a database server. Both need one. To remove contention on the database between the Remedy server and reporting system, you should consider a seperate database server. There are many methods to get the data from the Remedy database to the reporting database, each with it's own set of benefits and limitations. Axton Grams On Thu, Jan 26, 2012 at 12:54 PM, patchsk vamsi...@gmail.com wrote: ** 1. If i want to setup a reporting server, then shall i need new hardware? -- There is an option where you can install multiple instances of -- remedy in a single server but not many people use that. Better to have a separate hardware for this or atleast have a new virtual machine. 2.Shall i need to install the remedy software in it? --If you want to use just for reporting without need to see remedy --screens then all you need is a new database. However if you want users to query this new instance like they do in production then you do need to install remedy also. 3. Will it consume remedy license? -- Yes you do need a new arserver license as well as fixed and --floating licenses depending on the type of users for this new instance. But with the new license policy you can install as many arserver licenses as you want without buying extra arserver licenses. But you need to buy floating licenses if you want. The fixed licenses from production can be used in the reporting if it is for the same users. However you first need to be converted to the new licensing method. Best options is to check with your BMC account manager who will guide you in the correct direction. 4. Shall i need to install the databse and need to synchronize with the production database? -- Database level synchronize may not work because if you delete the -- old records from production then they get deleted from reporting also. You can use remedy DSO or aie to transfer data from prod to reporting. 5. No matter how you do since both the environments are different the users have to click a button or something to get the login screen for the reporting instance and report from there. They just can't use production env and report from reporting env transparently. However if you use single sign on then the user will be logged in automatically, they just have to enter the reporting criteria and click search. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Q: VS.NET Browser Control / Midtier Open Window Actions
Question: Is anyone rendering Midtier content inside a .NET browser control and if so, how did you solve the problem of credentials not being passed between windows in open window actions? ARS MidTier 7.5 VS 2010 With the move away from the User Client, we're trying to implement some rendering of forms inside a .NET application browser control. All pop-up windows are using an integrated IE window that is not allowing the session to be visible and causes the login page to appear again. There is a Microsoft article stating a secondary type of event that can be used to force the open window to use a new browser window of the type installed versus the integrated control but it doesn't appear to work properly. There is also a tab example (although regular pop-ups are preferred) but even the tabbed version doesn't appear to work properly. If anyone has solved this problem, would appreciate a snippet of C# code or project example that actually works and allows new windows to open and retain authentication. Regards, Craig Carter, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Unable to set up data connection (ARERR 9351)
We've had this happen under at least two conditions we know of and were able to prove: 1. One or more very large attachments in an attachment pool--appeared to actually be timing out based on volume. We reduced the attachment sizes (pictures), resaved over the others, and problem went away. 2. Attachments of zero length (zero byte file). //SIGNED// Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ARSmarts Support Sent: Friday, March 18, 2011 8:39 AM To: arslist@ARSLIST.ORG Subject: Re: Unable to set up data connection (ARERR 9351) ** Hello Peter, We have seen this message many times when there is a reverse proxy between the web browser and the midtier. Is it your case ? Best regards, ARSmarts Support Team ARSmarts, your most useful AR System companion. www.ARSmarts.com http://www.ARSmarts.com/ On 18 Mar 2011, at 15:26, team.rem...@libero.it wrote: Hello everyone, a group of operators can not navigate on the Service Desk because random warning appears: Unable to set up data connection, Which Is Preventing the application from working Correctly (ARERR 9351). Can you help me? Thank you very much Peter Mid Tier Version 7.1.00 Patch 007 200904060530 Web Server Information Apache Tomcat/5.5.25 Operating System Name Windows 2003 Java Version 1.6.0_23 Definition Change Check Interval(Seconds) 3600 Session Timeout (Minutes) 90 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Java script error - security issue
The parameters are there as an option--you don't have to use them. While you can state your opinion, you should not call for removal of existing functionality when a lot of sites/companies are already using these and there are situations where they are needed and are perfectly fine. Bugs should obviously be fixed. Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Juan Ingles Sent: Wednesday, March 02, 2011 3:42 PM To: arslist@ARSLIST.ORG Subject: Re: Java script error - security issue Agreed! It's wrong on so many levels... The server process shouldn't even know what the user's password is, much less pass it somewhere else. I really hope that fixing it didn't simply mean we changed it to a POST Juan Ingles On Wed, Mar 2, 2011 at 6:35 AM, Axton axton.gr...@gmail.com wrote: ** They should really remove the URL parameters used to pass the username and password. There is no reason those should EVER be used. It's a bad thing to do and it's there due to poor design. Anything that uses those URL parameters is also poorly designed. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Mar 2, 2011 at 12:18 AM, Ian Trimnell i.d.trimn...@open.ac.uk wrote: ** On 01/03/2011 21:25, Larry Barnes wrote: We have a Service Request template called Cabinet, when we attempt to open it using the Request Entry link we get a java script error. The error displays the users logon id and p/w! This is the only template that is causing us issues. A modification was made prior to this error showing up. Some of the questions were removed and replaced with different questions. Once the questions were sequenced the mapping was removed and rebuilt; this is when the problem started. The questions were Single Answer Menu type questions. One of the questions would not display the menu to select from. Finally we completely rebuilt the SRD and everything is working now but my concern is why would the user's name and password be displayed on the screen? Has anyone seen this before? The Java error is: An error has occurred in the script on this page. Line: 123 Char: 22 Error: Unterminated string constant Code: 0 URL: http://remedyweb/arsys/plugins/SRMSServiceRequestGrowser/params?name=se rver=remedy%2Exxx%2Ecomusername=testerpwd=tmp1234auth=fieldid=30 2899 Do you want to continue Yes or No The actual password and user name are displayed on the screen! Thanks for your time, Larry B. Hi Larry, You don't say which version of the server you are running. When we first installed 7.5, when it was released, we noticed that the user details were being passed through to web calls (flashboards, images, view fields, etc.) and also appearing in log files (especially the active link log file). We raised this with BMC and it was fixed during a patch release (I think it was there by patch 004, but am not entirely sure). I have check the BMC support site and it looks as though it was fixed at patch 003 of 7.5.00. If you are using a version of AR System server later than this then it looks as though they have exposed the old error again. Hope this helps in some way, Ian Ian Trimnell, Systems Programmer, Client Systems Distributed Systems, Information Technology Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
We run all of our content in iFrames and it does exactly what you describe. You define your wrapper pages with your disclaimers and consistent look and feel and then embed iFrames within the pages of the appropriate size to house the forms (make sure your iFrame is a little larger than your saved form to prevent internal scroll bars in the iFrame). You then simply provide the midtier URL to the iFrame (you can use ViewFormServlet or JSP redirect files) to render the Remedy content. Using field value parameters in ViewFormServlet and JSP files allows you to pass in initialization values, etc, as needed. If you want to stay within an iFrame, simply use current in your Window Open active links versus new and the new form will replace the existing iFrame content. Make sure you are using the mode parameter to set submit (if you want initialization items to fire) and you can optionally pass in a restricted-read login allowing multiple people to access and submit from that same page at the same time. You then give your customers the URL for the wrapper page and when they open the page, the iFrame loads the Remedy content automatically. Actions within the Remedy area can open a new form within that same iFrame using current... We're not on v7.6 yet so I can't speak to the enhancements there. We're also not running ITSM so I don't know if ITSM would step outside the iFrame (depends primarily on how it's designed). You generally want your popup messages, etc, to render and close while leaving your iFrame primary form present and that also works. None of this is free and there is no magic setting I'm aware of but I wanted to chime in on the use of iFrames and the fact it will work if you put forth the effort to set it up that way. You could create one web page pretty easily and call ITSM within the iFrame and see what happens. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA CD553 Sent: Thursday, February 10, 2011 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page I wonder if this is similar to a recent request I got. My military/DoD customer wants to add For Official Use Only banners to ALL ITSM forms (and consoles) on the M-T client. This cannot be done by modifying the CSS. The only thing I can think of is modifying the background on EVERY form. Is there a better way? (ARS / ITSM 7.1) Mike Luttmann Remedy Engineer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page ** David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a custom built form. I'll look into it but I don't know how soon I can get to do the .04 upgrade. I'm still having issues with 7.6.03 and the plugin server. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the What's New section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDF blockedhttp://documents.bmc.com/supportu/documents/42/74/174274/174274. pdf To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows. In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid
Re: IS I.E 8.0 Compatible ?
The problem you are seeing is with the Enhanced Security added in IE8. If you click through the warnings, everything will still work fine. It can be a problem though if you have customers who believe the message and refuse to click through the warnings. We've always run a secure site (https) and we ran into this when IE8 was released. IE7 had a simliar problem but was not nearly as noticeable and in your face with the messages. The problem is that Microsoft IE8 does not automatically accept all secure certificates as authenticated and will present that warning. If you have a controlled user population, you can simply add your certificate issuing authority as a trusted certificate authority in their browser configuration (for IE8) and the problem will go away. However, if you are not able to do that, your only real choices are to either educate your users or purchase certificates that are automatically accepted (like Verisign). We took the second route and although not cheap, you then get the nice green banner versus the red one and the problem goes away. This is not a BMC/Remedy problem or an HTTPS problem--it's increased security added to that browser. The only thing you can do is to use a certificate issued by an authority Microsoft has deemed worthy or add your own issuing authority to all of their browsers. Craig Carter RSP From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Ali A. Musa [aam...@stc.com.sa] Sent: Monday, January 03, 2011 6:36 AM To: arslist@ARSLIST.ORG Subject: Re: IS I.E 8.0 Compatible ? ** This implementation has been working for 7-years and I have upgrade to many IE 6,7,8 and none ha scaused a problem, unless you mean https:// the secure which I did not deploy. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nair, Rajesh SISPL Sent: Monday, January 03, 2011 3:41 PM To: arslist@ARSLIST.ORG Subject: Re: IS I.E 8.0 Compatible ? ** Is their any setting you have done on IE Side.. With Best Regards Rajesh From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ali A. Musa Sent: Monday, January 03, 2011 6:10 PM To: arslist@arslist.org Subject: Re: IS I.E 8.0 Compatible ? Its working fine with me our environment, client IE8 and Mid-tier 6.3 with jsp-engine using IIS. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nair, Rajesh SISPL Sent: Monday, January 03, 2011 3:25 PM To: arslist@ARSLIST.ORG Subject: IS I.E 8.0 Compatible ? ** Dear List, need to know whether IE is compatible to run with ARSYTEM 6.3 with Midtier 6.3 Our Organization is made a mandate of using IE 8 on every system and while testing I found out that I am getting an error every time I open the link. There is a problem with this website's security certificate. The security certificate presented by this website was issued for a different website's address. Security certificate problems may indicate an attempt to fool you or intercept any data you send to the server. We recommend that you close this webpage and do not continue to this website. We are on ARSYTEM 6.3 patch 23 ITSM 5.5 and Midtier server V 6.3 patch 24 Note: Site work with Server Certificate https: Any way out of this. With Best Regards Rajesh _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are__attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: IS I.E 8.0 Compatible ?
Patrick is dead on and this needs to match before you worry about the issuing authority. The certificate has to be issued with the same site name/address where you are installing the certificate. You need to take care of that to eliminate the address error below. Once you eliminate that, you may then get a phishing warning based on the issuing authority as I mentioned previously. From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of patrick zandi [remedy...@gmail.com] Sent: Monday, January 03, 2011 8:01 AM To: arslist@ARSLIST.ORG Subject: Re: IS I.E 8.0 Compatible ? ** according to the message: The security certificate presented by this website was issued for a different website's address. Security certificate problems may indicate an attempt to fool you or intercept any data you send to the server. --- IS your DNS and hostname the same? or did it change ? or is the alias for the dns gone? Example: Hostname Toast, DNS Resolve is Toast.dom with IP of 111.111.111.111 you created the Certificate with Toast.. This should work. But if you added an alias of Remedy to the DNS (kinda like a pointer to the server) then if you came in at https://Remedy.dom the certificate is no longer valid.. it does not match. But you can get a Certificate for Remedy.dom made and apply it, and then when you come in to https://remedy.dom Certificate will be fine, BUT if you go to Toast.dom it will not. Certificate Must Match the DNS resolve of what you put in. Hope that helps some.. On Mon, Jan 3, 2011 at 7:25 AM, Nair, Rajesh SISPL nairraj...@siemens.com wrote: ** Dear List, need to know whether IE is compatible to run with ARSYTEM 6.3 with Midtier 6.3 Our Organization is made a mandate of using IE 8 on every system and while testing I found out that I am getting an error every time I open the link. There is a problem with this website's security certificate. The security certificate presented by this website was issued for a different website's address. Security certificate problems may indicate an attempt to fool you or intercept any data you send to the server. We recommend that you close this webpage and do not continue to this website. We are on ARSYTEM 6.3 patch 23 ITSM 5.5 and Midtier server V 6.3 patch 24 Note: Site work with Server Certificate https: Any way out of this. With Best Regards Rajesh _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: IS I.E 8.0 Compatible ?
Hi Jason, I'm not 100% sure whether there is a basic cert from Verisign that would eliminate the warnings while still not turning the banner green. I wasn't personally involved in the discussions with Verisign and went with our web administrator recommendations. I'd be surprised to hear there is a cheaper option that we could have gone with--Verisign wasn't even willing to give us a pro-rated upgrade when we swapped out hardware/sites and added a load balancer and needed new certificates issued. Even a self-published cert will display the lock icon but in our case, we wanted to eliminate the warnings since our external customers constantly complained that our web site was broken. Our customers were getting the phishing error message and recommendation not to proceed message. Although we were using certs issued by a trusted authority and we pushed that to all systems within our domain (which worked great for those users), we had no control over our external customers accessing the site from home and other non-domain locations. We even provided instructions for them to include our certificate authority to IE (along with the program they could run to handle it for them) but it just became too much of a hassle trying to walk all of the external customers through that process. The amount of time our Contact Center was on the phone with customers greatly exceeded the cost of the certificates--which were not cheap for multiple certificates. Agree it's a bad practice to train users to click through warnings--especially for common sites where people purposefully register similiar names to catch people who accidentally make a typing error. My point was that once the warnings are clicked-through, everything does work properly. Another option is to use other browsers--which do not have the same IE problems. In our case, that wasn't a valid choice... Recommend those interested check with Verisign and other Microsoft Approved authorities to see what certificate options are out there. In our case, it was cheaper to pay the annual certificate cost than the employee cost and customer concerns generated by not having them. Craig Carter RSP From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Jason Miller [jason.mil...@gmail.com] Sent: Monday, January 03, 2011 12:24 PM To: arslist@ARSLIST.ORG Subject: Re: IS I.E 8.0 Compatible ? ** Craig, isn't the green banner triggered by an EV (Extended Validation) cert? We have a few but I was not involved in the purchasing end. It is my understanding that EV certs are considerably more expensive than a traditional basic cert. A basic cert will still show the lock icon in the browser but will not change the banner color. I think we'll see things move more and more to EV certs but if budget is a concern they should be able to get a basic cert from a well recognized issuer (Verisign) to get rid of the warning message. Craig touched on another (free) option; to have a cert issued/signed by an internal CA (Certificate Authority) that is trusted by all of computer on the domain. For example all the computers on our AD domain automatically trust one of our Domain Controllers as a CA. For some of our internal support sites we use certs issued/signed by this CA to give us the security of SSL. This works well because we do not have to worry about machines outside of our internal environment accessing these pages. Worst case if a machine not on the domain accesses the page they will receive the warning that Rajesh described and can click through it. personal note In general it is probably a bad practice to educate users to ignore the certificate warning (although business must go on and may be the only choice). These warnings are there for a reason and conditioning people who may not be all too Net savvy to ignore them could lead them to trouble out on the big bad Net when confronted with sites like https: //amaz0n.com or https: //b0fa.com ((note the letter O replaced with a zero) (intentional space between https: and //)) /personal note Jason On Mon, Jan 3, 2011 at 7:10 AM, Craig Carter craig.car...@arpc.denver.af.mil wrote: ** The problem you are seeing is with the Enhanced Security added in IE8. If you click through the warnings, everything will still work fine. It can be a problem though if you have customers who believe the message and refuse to click through the warnings. We've always run a secure site (https) and we ran into this when IE8 was released. IE7 had a simliar problem but was not nearly as noticeable and in your face with the messages. The problem is that Microsoft IE8 does not automatically accept all secure certificates as authenticated and will present that warning. If you have a controlled user population, you can simply add your certificate issuing authority as a trusted certificate authority in their browser configuration (for IE8
Re: Upgrade suggestion
Roger, We're doing the same thing now and we successfully tested the following scenario (from 7.0.1 to 7.5 P6): Build the new server(s) with version you want to go to (SQL 2008 and ARS 7.5). Back-up your existing server. Perform an upgrade-in-place of SQL Server 2003 to 2008 and apply updates, patches, etc. Perform an upgrade-in-place of ARS. You now have a system on your old server that matches the new server (same database and ARS version). Back up the database on the old server. Restore it to the new server. Tweak SQL Server permissions changed during the restore (verify Remedy account is dbo). Fire up all of the services. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Nall, Roger Sent: Wednesday, December 08, 2010 9:30 AM To: arslist@ARSLIST.ORG Subject: Upgrade suggestion ** ARS 7.1 patch4 SQL2k WIN2003 We are going to be upgrading to ARS 7.5 patch 7 and SQL 2008 at the same time. All hardware will be new. I am looking for suggestions on how to handle the change in ARS and SQL at the same time. Any help would be appreciated. Thanks, Roger Nall Manager, SA Business Intelligence/Remedy Desk Phone: 972-464-3712 Mobile: 973-652-6723 Helpful Links: | Reports http://bi.eng.t-mobile.com:8080/InfoViewApp |SA_Suggestion Box http://saintake.t-mobile.com/ | SA_Trouble Ticket http://natweb.eng.t-mobile.com/sites/TTWeb/CreateTicket.aspx | _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Current Stable Tomcat/Java Versions/Settings
Great info John and my head hurts now too... :o) I understand fully the dynamics and differences in environments, usage, etc. I know what we have is not fully optimized and we need to look at all of those options but we need something that is at least stable in the interim. I've already made a few tweaks and hope we can get access to the document referenced in the other message for further recommendations. I'm not at liberty to use anything I want (Government Environment) so our optimization opportunities are limited with what we're allowed to install. We used the 7.5 P6 installer so 5.5.28 is what that installed. Not sure how often that is updated either. Thanks again, Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Baker Sent: Wednesday, December 01, 2010 2:32 AM To: arslist@ARSLIST.ORG Subject: Current Stable Tomcat/Java Versions/Settings David makes an important point. Tomcat 5.5.28 is over 14 months old, and 6.0.18 is over two years old. Off hand, I don't know what version BMC ship with AR System but I'd hope it was the latest, as minor version increments often include important security bug fixes. I also believe it's difficult to come up with a set of 'default settings' for Tomcat/Apache as it's often something derived on a case by case basis - infrastructure is as important as usage. For example, Apache 2.2 is often configured to use mod_prefork instead of mod_worker. The difference is that mod_perfork spawns separate processes to deal with requests, where as mod_worker uses threads. I've run a simple load test (using http_load) against Apache 2.2 and JBoss (which is Tomcat, as far as this discussion is concerned), and discovered that Tomcat will serve twice as many requests with mod_worker. Setting up Apache to use mod_worker was easy, but that was because my distribution (Redhat El 5.4) made it easy. However, my test was not against the Midtier application but a simple web application that served a simple JSP. Midtier has the added (not insignificant) complication of an AR System back end; there's no point in optimising your web platform if AR System is incapable of dealing with the load, hence one needs to look at that too. Perhaps the following pointers may help? * Apache There's no point simply listing my configuration as it isn't for you, but you need to look at this section in httpd.conf (the default for Apache 2.2 deployed on Redhat EL 5.4): IfModule worker.c StartServers 2 MaxClients 150 MinSpareThreads 25 MaxSpareThreads 75 ThreadsPerChild 25 MaxRequestsPerChild 0 /IfModule MaxClients set to 150 is a little low for a high user base; you may want to consider 1000, and setting ServerLimit to 50. You can find the documentation here (http://httpd.apache.org/docs/2.2/mod/worker.html) and that's a great resource. Also, the KeepAlive setting is switched off by default in this deployment so you may want to switch it on (see the keepalive setting in mod_jk below too). * mod_jk Now let's consider mod_jk, the default options aren't helpful, and here are some suggestions which turns on keepalive, sets the connection and reply timeout to 5s, with 3s timeouts on two other properties that are best described in the docuemntation. worker.basic.socket_keepalive=1 worker.basic.socket_connect_timeout=5000 # Prefer specific properties to ping_timeout #worker.basic.ping_timeout=1000 worker.basic.connect_timeout=3000 worker.basic.prepost_timeout=3000 worker.basic.reply_timeout=5000 worker.basic.ping_mode=A worker.basic.connection_pool_timeout=5 Again, the documentation is here (http://tomcat.apache.org/connectors-doc/reference/workers.html) and it's worth a read. * Tomcat I can't comment on each Tomcat build but most don't seem to have the AJP connector setup, and if you've customised Apache/mod_jk then you'd need to review the connector. It can be found in the server.xml file: Connector protocol=AJP/1.3 port=8009 address=... redirectPort=8443 connectionTimeout=5000 keepAliveTimeout=1 maxThreads=100/ Again, more options! According to the docs, connectionTimeout (in milliseconds) needs to be set to the mod_jk connection_pool_timeout value (helpfully defined in seconds). I had heard a rumour that it isn't required for mod_worker, but I can't confirm this to be true. My keepAliveTimeout is set to 10s for reasons related to reverse proxies upstream, but I've included it for consideration. * Summary So where does this leave us? Well, my head is hurting thinking about this topic because there are so many options to optimise an Apache/Tomcat deployment before we've even considered load balancers, AR System, the database, etc., and this hasn't covered IIS (but I'd recommend Apache for large busy deployments). We also haven't mentioned mod_cluster
Q: Current Stable Tomcat/Java Versions/Settings
All, We recently upgraded all of our midtier servers and we're having repeated problems with Tomcat locking up and displaying Service not available. It appears to happen randomly and at no set memory limit. The last couple of times was in the 600-700MB in use when it happened. The service fails to stop or restart and has to be killed to get it started again. We're running the following: ARS 7.5 P6 Apache Tomcat 5.5.28 Java 1.6.0_21 Windows Server 2008/IIS7 Tomcat settings are 512MB initial, 1536MB maximum, and 3000 threads. We've always used ServletExec in the past. Those of you with a lot of Tomcat experience, what combination of versions/memory sizes have you found to be the most stable for ARS 7.5? Thanks, Craig Carter Information Technology Manager, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Current Stable Tomcat/Java Versions/Settings
Thanks John, I'll check those out. We're pretty much running the standard install of Tomcat that came with the midtier installation. Until the 7.5 P6 upgrade, we had always run with the bundled ServletExec (up through v7.0.1) so we were used to those settings. Since we're pretty green on Tomcat, we're looking for the most stable configuration since ServletExec was fairly picky regarding Java version, heap size, etc. I'll assume mod_jk was installed automatically when Tomcat was installed with IIS... Since the person who built these left, I'm playing catch-up and I'll need to see what's installed. Appreciate the info--I need to get a lot smarter on Tomcat. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Baker Sent: Tuesday, November 30, 2010 7:46 AM To: arslist@ARSLIST.ORG Subject: Q: Current Stable Tomcat/Java Versions/Settings Hello, I wrote a post on this topic earlier this year: http://www.javasystemsolutions.com/arslist/view/89025846 In a nutshell, start by setting the initial heap size to 90% of the maximum, so -Xms1400 -Xmx1536 in yuor case. Your current setup is encouraging the garbage collector to invoke a huge clean up of 1Gb, which will exhibit itself in the VM appearing to lock up. If you're using Apache and mod_jk, be sure to run mod_jk 1.2.31. There's a critical bug (https://issues.apache.org/bugzilla/show_bug.cgi?id=48169) in mod_jk which causes delays when dealing with AJP sockets that are not properly closed - we helped them resolve it so I can confirm it did exist. This may not be the problem, but it's worth considering. Finally, review your Midtier caching to see why it's consuming all this memory. I can't imagine ServletExec being much better than Tomcat - did you upgrade when you moved to Tomcat? John -- Single Sign On for AR System http://www.javasystemsolutions.com/jss/ssoplugin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Q: Current Stable Tomcat/Java Versions/Settings
Thanks.. We're not on 7.6 yet because the 7.6 midtier apparently doesn't support 7.0.1 database servers. We're trying to get the database servers all upgraded to 7.5 as well before moving to v7.6. Until then, we need a stable midtier. The bundled Tomcat version in 7.5 P6 appears to be v5.5.28. Are those settings you mentioned below applicable to 5x Tomcat? Willing to remove the threads setting if not recommended. If anyone knows why that's a bad thing--please respond. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Tuesday, November 30, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Current Stable Tomcat/Java Versions/Settings ** Service not available is an error that I had never seen until 7.6.03, when I was forced to use the Jakarta plugin with IIS because the 6.0.18 tomcat bundled with mid-tier 7.6.03 refuses to work with OpenSSL. Prior to this I have always installed the mid-tier using tomcat as the web server, not IIS. BTW, at some point during production with 7.1 BMC Support admitted to me that the 3000 threads settings they had documented in the past was an error, and should not be set at all. Eventually it dropped out of the mid-tier docs. Recently they told me that under Java Options: in the Apache Tomcat Tomcat6 Properties box, I should add the line: -XX:MaxPermSize=256m Apparently the mid-tier installer already adds the settings: -Xincgc -XX:PermSize=256m Adding this setting has cleared up some out of memory errors that I have seen when trying to load the RKM 7.6.03 console in mid-tier, among other things. These do not appear to be standard settings in a tomcat install - yesterday I built a midtier 7.6.03 on the 64-bit Windows distribution of tomcat 6.0.28 (trying to find a tomcat 6.0 build that will not only do SSL using a commercial certificate, but will work properly with mid-tier 7.6.03; the most current tomcat - 6.0.29 - had problems with mid-tier), and I had to add all three of the -X lines to the Java Options. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Tuesday, November 30, 2010 8:15 AM To: arslist@ARSLIST.ORG Subject: Q: Current Stable Tomcat/Java Versions/Settings ** All, We recently upgraded all of our midtier servers and we're having repeated problems with Tomcat locking up and displaying Service not available. It appears to happen randomly and at no set memory limit. The last couple of times was in the 600-700MB in use when it happened. The service fails to stop or restart and has to be killed to get it started again. We're running the following: ARS 7.5 P6 Apache Tomcat 5.5.28 Java 1.6.0_21 Windows Server 2008/IIS7 Tomcat settings are 512MB initial, 1536MB maximum, and 3000 threads. We've always used ServletExec in the past. Those of you with a lot of Tomcat experience, what combination of versions/memory sizes have you found to be the most stable for ARS 7.5? Thanks, Craig Carter Information Technology Manager, RSP _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Current Stable Tomcat/Java Versions/Settings
David, Is there a good document that explains in detail how to configure Tomcat for the midtier when installed separately? The reason I'm asking is one of my guys submitted a ticket to the BMC/Remedy help desk asking for one when he couldn't find it and was told one does not exist. I find it hard to believe there isn't something that explains how to create the linkage when these are installed separately for those of us who are novices with Tomcat. Regards, //SIGNED// Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Tuesday, November 30, 2010 5:01 PM To: arslist@ARSLIST.ORG Subject: Re: Current Stable Tomcat/Java Versions/Settings I was forced to use the Jakarta plugin with IIS because the 6.0.18 tomcat bundled with mid-tier 7.6.03 refuses to work with OpenSSL. The bundled Tomcat version in 7.5 P6 appears to be v5.5.28 Just a reminder that the Tomcat provided with AR System is done so as a convenience and is not meant to represent the only version that can be used with the Mid-Tier. The compatibility matrix lists the minimum version supported and customers are welcome to use any version at or higher than the minimum version. For example, AR System 7.6.03 supports Tomcat 5.5.28 or higher... it is not required that you use version 6.0.18. In the same way, 7.5.00 customers are welcome to use a later version of Tomcat if so desired. -David J. Easter Sr. Product Manager, Enterprise Service Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Tuesday, November 30, 2010 3:39 PM To: arslist@ARSLIST.ORG Subject: Re: Current Stable Tomcat/Java Versions/Settings Thanks.. We're not on 7.6 yet because the 7.6 midtier apparently doesn't support 7.0.1 database servers. We're trying to get the database servers all upgraded to 7.5 as well before moving to v7.6. Until then, we need a stable midtier. The bundled Tomcat version in 7.5 P6 appears to be v5.5.28. Are those settings you mentioned below applicable to 5x Tomcat? Willing to remove the threads setting if not recommended. If anyone knows why that's a bad thing--please respond. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Tuesday, November 30, 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Current Stable Tomcat/Java Versions/Settings ** Service not available is an error that I had never seen until 7.6.03, when I was forced to use the Jakarta plugin with IIS because the 6.0.18 tomcat bundled with mid-tier 7.6.03 refuses to work with OpenSSL. Prior to this I have always installed the mid-tier using tomcat as the web server, not IIS. BTW, at some point during production with 7.1 BMC Support admitted to me that the 3000 threads settings they had documented in the past was an error, and should not be set at all. Eventually it dropped out of the mid-tier docs. Recently they told me that under Java Options: in the Apache Tomcat Tomcat6 Properties box, I should add the line: -XX:MaxPermSize=256m Apparently the mid-tier installer already adds the settings: -Xincgc -XX:PermSize=256m Adding this setting has cleared up some out of memory errors that I have seen when trying to load the RKM 7.6.03 console in mid-tier, among other things. These do not appear to be standard settings in a tomcat install - yesterday I built a midtier 7.6.03 on the 64-bit Windows distribution of tomcat 6.0.28 (trying to find a tomcat 6.0 build that will not only do SSL using a commercial certificate, but will work properly with mid-tier 7.6.03; the most current tomcat - 6.0.29 - had problems with mid-tier), and I had to add all three of the -X lines to the Java Options. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Tuesday, November 30, 2010 8:15 AM To: arslist@ARSLIST.ORG Subject: Q: Current Stable Tomcat/Java Versions/Settings ** All, We recently upgraded all of our midtier servers and we're having repeated problems with Tomcat locking up and displaying Service not available. It appears to happen randomly and at no set memory limit. The last couple of times was in the 600-700MB
Re: Spell checker comments....
We use JSpell and we actually wrapped it with another dialog to make it easier to use. Usually, you have to add header code and footer code to every form that uses it and enter in the specific field IDs, etc. We wrapped it with a spell checker dialog so you can simply pass the text in and it passes it on to JSpell. After the spell check, you can choose to abandon the changes or accept them and push them back. It really simplified usage everywhere we were calling it since you simply perform a Windows Open action on your own form and pass in the field to check. JSpell is simply Javascript code and when we first received it, it actually had a bad line of code which I had to track down and fix. The company went out of business about a year after we purchased it so I don't know if it is still even available. We were told we no longer had to pay annual license fees (which were real cheap anyway and the initial cost was less than $500) once they went out of business. It's not real fancy but you can change the look and feel and you could easily customize it. It works pretty well on the midtier and we've been using it for about three years. You can change the dictionary and it also uses customer-stored dictionaries. If you can get your hands on it, you could evaluate it and see if you can make it work. It's was a very cheap way to add this capability to web-based items. Craig Carter, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Richard Copits Sent: Thursday, September 23, 2010 10:30 AM To: arslist@ARSLIST.ORG Subject: Spell checker comments ** I've been asked to see what spell checkers are workable with Remedy. We've pretty much decided to go with a server-based application. What was recommended was one called Jspell. If anyone has it/has used it, would you mind sharing your comments and/or experiences with me (offlist if you want..) or is there another one you'd care to recommend or suggest? Thanks!! Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS Install windows 2008 Server, SQL 2008 DB install
We've installed v7.5 P5 (now patch 6) on Windows Server 2008 Enterprise and SQL Server 2008 Enterprise and haven't noticed any problems. We're pretty comfortable with the midtier servers but we're still testing the database servers. We're not using ITSM so I can't provide any information on that application. //SIGNED// Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Thursday, July 22, 2010 10:21 AM To: arslist@ARSLIST.ORG Subject: Re: ARS Install windows 2008 Server, SQL 2008 DB install ** What version of the ARS? :-) This might be important to know as sometimes on a version of ARS that is not compatible with a higher DB version, you need to run the sp_dbcmptlevel stored proceedure to bring down the compatibility level of the database in order for ARS to work.. Joe From: Kevin Begosh kbeg...@gmail.com To: arslist@ARSLIST.ORG Sent: Thu, July 22, 2010 8:36:23 AM Subject: ARS Install windows 2008 Server, SQL 2008 DB install ** Has anyone installed ARS on windows 2008 server and SQL 2008 DB? Any issues gotchas? -- Kevin Begosh _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Position Notice
A new DoD (Air Force) Remedy Developer position GS-9T11 was posted on USAJobs today and will be closed to applicants on 13 May. The control number (keyword) is 1902403 and you'll need to select the All Jobs radio button under the search criteria to find it. Although the description doesn't specifically mention Remedy, it's primarily a Remedy Developer position here in Denver, Colorado. Salary range is $55K - $80K based on initial civilian grading which is based on your experience, resume, training, etc. We're upgrading now to ARS 7.5 and SQL Server 2008 and our focus is primarily custom development and CSS (no ITSM). This is a permanent Government position. If anyone is interested, you'll need to submit your resume via USAJobs by 13 May. This is a competitive position and you'll need to meet requirements shown in the announcement-please check the announcements for specifics. Since this announcement doesn't reflect Remedy or SQL Server or any of the other keywords people would normally search for, I wanted to let everyone know. //SIGNED// Craig Carter IT Manager, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Position Notice
Slight correction: This is a non-competitive announcement so you'll need to meet one of the eligibilities in the qualifications section to be eligible. //SIGNED// Craig Carter, YC-02 IT Manager, RSP --- A new DoD (Air Force) Remedy Developer position GS-9T11 was posted on USAJobs today and will be closed to applicants on 13 May. The control number (keyword) is 1902403 and you'll need to select the All Jobs radio button under the search criteria to find it. Although the description doesn't specifically mention Remedy, it's primarily a Remedy Developer position here in Denver, Colorado. Salary range is $55K - $80K based on initial civilian grading which is based on your experience, resume, training, etc. We're upgrading now to ARS 7.5 and SQL Server 2008 and our focus is primarily custom development and CSS (no ITSM). This is a permanent Government position. If anyone is interested, you'll need to submit your resume via USAJobs by 13 May. This is a competitive position and you'll need to meet requirements shown in the announcement-please check the announcements for specifics. Since this announcement doesn't reflect Remedy or SQL Server or any of the other keywords people would normally search for, I wanted to let everyone know. //SIGNED// Craig Carter IT Manager, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Q:License Policy Change?
Hi Phil, Yes, our account was just recently transferred over to her but when I asked, she said she would check and get back with me. When she did, she stated the policy was stated in the purge agreement document. Bottom line for us is we're being told to submit this purge form with renewal so we can't pay our renewal until I get a straight answer. If there has been a policy change, I need something to provide management. If not, I don't want to submit this purge form with the renewal. //SIGNED// Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Murnane, Phil Sent: Wednesday, May 05, 2010 6:56 AM To: arslist@ARSLIST.ORG Subject: Re: Q:License Policy Change? ** Craig: This is the first I've heard of this. Is your account rep a newbie? If so, I'd suspect an education defect. Or looking at the situation logically, if this were their policy, then why would BMC grant any license that had no expiration date? Surely they would require us to enter a new license each year, much like many mainframe products? FWIW, --Phil From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Tuesday, May 04, 2010 16:21 To: arslist@ARSLIST.ORG Subject: Q:License Policy Change? ** I'm wondering if anyone can enlighten me on when a policy change was implemented in regards to owned licenses. We own 400 licenses and about half of them are CSS 5x licenses purchased over several years. We're being forced to move to a new system for Case Management but will continue to use Remedy for years. Deployment to the new system is scheduled to occur in September 2010. Since our renewal is due at the end of June, we requested not to renew support on the CSS licenses since we'll only use them for 3 months before we'll no longer be using that application and we don't expect any hardware changes during that period. We're being told we must purge them and remove them from our system at the end of June (within 60 days) unless we renew support for them. We're being told we need to submit the purge form with the renewal so it's holding up our renewal. In the past, you owned purchased licenses and could always use them but could not get application upgrades or purge and get them reissued for hardware changes unless you maintained support on them. We were told that should you need to reissue them, you would need to pay back support to cover the previous period-which was understandable. Has there been a change that states unless you are paying current support for all of your licenses-they must immediately be removed? I asked our account representative for something in writing and I was directed to the purge form itself which does not really answer this question. //SIGNED// Craig Carter Information Technology Manager, RSP _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Q:License Policy Change?
I'm wondering if anyone can enlighten me on when a policy change was implemented in regards to owned licenses. We own 400 licenses and about half of them are CSS 5x licenses purchased over several years. We're being forced to move to a new system for Case Management but will continue to use Remedy for years. Deployment to the new system is scheduled to occur in September 2010. Since our renewal is due at the end of June, we requested not to renew support on the CSS licenses since we'll only use them for 3 months before we'll no longer be using that application and we don't expect any hardware changes during that period. We're being told we must purge them and remove them from our system at the end of June (within 60 days) unless we renew support for them. We're being told we need to submit the purge form with the renewal so it's holding up our renewal. In the past, you owned purchased licenses and could always use them but could not get application upgrades or purge and get them reissued for hardware changes unless you maintained support on them. We were told that should you need to reissue them, you would need to pay back support to cover the previous period-which was understandable. Has there been a change that states unless you are paying current support for all of your licenses-they must immediately be removed? I asked our account representative for something in writing and I was directed to the purge form itself which does not really answer this question. //SIGNED// Craig Carter Information Technology Manager, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARERR 1904
You simply need to create the ARSystem ODBC data source on the client. Drill down into your Control Panel and select ODBC if on Vista and create a new DSN using the AR System ODBC Driver. You should then be able to run the report. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed) Sent: Monday, February 15, 2010 9:49 PM To: arslist@ARSLIST.ORG Subject: ARERR 1904 ** Hi there, Please how to get rid of the below error. An error occurred while generating the Crystal report: Failed to open the connection-ODBC data source: AR System ODBC Data Source (ARERR 1904). Please anybody help me urgently. Thanks Regards Amanullah Software Consultant DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Q: GUID Generation
Hi Carey, Yes, I was aware the guarantee is not really guaranteed and have seen the odds prediction and already reviewed some of the information you provided below. I also agree it's not critical that it matches but I also wanted to investigate the opportunity to maintain consistency. I'd already planned to maintain the 38-character size in the new system and initially planned to continue the use of our two-character prefix (we use a different one for each type we create). The original question was aimed at finding out if information on how the Application_Generate_GUID function generates them is freely available. Based on the lack of responses in this regard, it appears not. One big consideration is ease of creation and use. It's preferable to create them in the foreign system going forward so I was basically looking to get as close as possible to the existing GUID being generated by Remedy. Because we use these with direct access URLs, we also have to validate whatever is generated will not cause problems when being passed. Prior to the response yesterday, I was not aware of the UUID function in MySQL so I need to do some research on that. Odds are we can create something using that function that will work fine and can be passed to Remedy and stored in the 38-character field. Appreciate your well thought-out and informative reply. Regards, Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black Sent: Thursday, December 31, 2009 10:03 AM To: arslist@ARSLIST.ORG Subject: Re: Q: GUID Generation Craig, I hope this helps add some background (or maybe just some extra academic thinking) on the topic. I hate to, again, point out that acronyms suck. ( I really hate to repeat myself. ) But GUID may not mean what you think it means. Ref: http://en.wikipedia.org/wiki/Globally_Unique_Identifier Ref: http://en.wikipedia.org/wiki/Universally_Unique_Identifier I have often heard GUID vs GGUID used too. For me: GUID = Guaranteed Unique ID (or IDentifier) GGUID = Guaranteed Globally Unique ID (or IDentifier) (You might call this a UUID.) In spite of the Guarantee that these names seem to provide their really is no guarantee when you have multiple systems generating values without some kind of unique/specific context being accounted for in addition to the values being used. There are some good statistics/probibility math that you can find somewhere if you really want to know the odds. But the details all matter to some extent if you relay on just the GUID/UUID algorithms. In other words, a given system can assert that it's ID's are unique to that system (and actually know that it is true at a processing cost). However when you start mixing data from multiple systems you run a risk ( a very small one, but it is still there) that you could get the same GUID (or GGUID, or UUID) from multiple systems for different things. With that said I would quote the manual about what an AR System GUID's should be relied on to be: REF: Workflow-Objects-710.pdf pg. 206 Application-Generate-GUID [ GUID_prefix ] Generates a globally unique identifier (GUID). The prefix can be a maximum of two characters, which can contain non-alpha characters (although alpha characters are recommended). If you do not include the GUID prefix, it defaults to ID. And I note that the definition of an AR System GUID is: REF: Form-App-Objects-710.pdf pg. 314 Data type: Character Maximum length: 38 (Oddly similar to the Universally_Unique_Identifier article with two extra leading characters... hum...) While I can not say that this was the plan, it seems reasonable that the point of the two leading characters was to provide some kind of context to the GUID value. ( A limited one, but a context all the same.) So if you do decide to never use a prefix of XX in your AR System applications then you should be able to carve out a (sub) name space of that total range of AR System GUID values and know that you will never have a conflict. Then you can generate a GUID in the other application and stuff an XX on the front of it. This approach seems like a better design than trying to make then look like each other to me. I think the only thing that you might want to try to keep the same is the overall data type between the two systems. (Char, Length 38: Note your other systems likely generate GUID values of Char 36. They lack an embedded context value, IMHO. :) ) Hope that helps. -- Carey Matthew Black BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Wed, Dec 30, 2009 at 5:52 PM, Craig Carter craig.car...@arpc.denver.af.mil wrote: We were primarily trying to keep consistency between the million or so records we already have with the old format
Q: GUID Generation
Anyone know if the actual code behind Application_Generate_GUID is available anywhere? We need to try and duplicate this functionality in a different system for integration purposes and wondered if this information is available anywhere? Regards, Craig Carter Information Technology Manager, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Q: GUID Generation
We're actually on SQL Server and they are on MySQL and we can't use a simple sequencer anyway. After reviewing GUID and UUID, there are several variances on this and I'd like to basically duplicate what the BMC/Remedy function does rather than have them call a Remedy web service and pass one back. We're basically migrating certain processes to another system but keeping them integrated so it would be easier if their system could generate a like value going forward. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of tristan.rop...@t-online.de Sent: Wednesday, December 30, 2009 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: Q: GUID Generation ** Hi, I don´t know, what you want to do with this information. But you can also use the sequence generation function of the database (Oracle). Cheers Tristan -Original Message- Date: Wed, 30 Dec 2009 21:28:07 +0100 Subject: Q: GUID Generation From: Craig Carter craig.car...@arpc.denver.af.mil To: arslist@ARSLIST.ORG ** _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Anyone know if the actual code behind Application_Generate_GUID is available anywhere? We need to try and duplicate this functionality in a different system for integration purposes and wondered if this information is available anywhere? Regards, Craig Carter Information Technology Manager, RSP _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Q: GUID Generation
We were primarily trying to keep consistency between the million or so records we already have with the old format that will still be there. We'll investigate the UUID function on MySQL and see if that will work. Having never used MySQL, I wasn't aware that existed. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Wednesday, December 30, 2009 2:24 PM To: arslist@ARSLIST.ORG Subject: Re: Q: GUID Generation I'm not exactly clear why you need to use Remedy's GUID. On MS SQL server you could use the NewID() function to generate a unique ID On MySQL you can use UUID() function Either one of those will give you a Unique ID to work with. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Wednesday, December 30, 2009 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Q: GUID Generation We're actually on SQL Server and they are on MySQL and we can't use a simple sequencer anyway. After reviewing GUID and UUID, there are several variances on this and I'd like to basically duplicate what the BMC/Remedy function does rather than have them call a Remedy web service and pass one back. We're basically migrating certain processes to another system but keeping them integrated so it would be easier if their system could generate a like value going forward. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of tristan.rop...@t-online.de Sent: Wednesday, December 30, 2009 1:49 PM To: arslist@ARSLIST.ORG Subject: Re: Q: GUID Generation ** Hi, I don´t know, what you want to do with this information. But you can also use the sequence generation function of the database (Oracle). Cheers Tristan -Original Message- Date: Wed, 30 Dec 2009 21:28:07 +0100 Subject: Q: GUID Generation From: Craig Carter craig.car...@arpc.denver.af.mil To: arslist@ARSLIST.ORG ** _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ Anyone know if the actual code behind Application_Generate_GUID is available anywhere? We need to try and duplicate this functionality in a different system for integration purposes and wondered if this information is available anywhere? Regards, Craig Carter Information Technology Manager, RSP _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Process Timeout Limit v7x
The problem is that we are transmitting data to an external service and the agent is waiting for a successful response from that service to proceed and complete that case--they don't want to have to come back to it later and it's important this data get where it needs to go. We're already looking at a variety of other options but none of them are ideal compared to just giving it a little more time. In the majority of cases, it easily completes within the 60 seconds. I just wanted to ask the question before working the other alternatives. Thanks. //SIGNED// Craig Carter, YC-02 Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Monday, November 09, 2009 7:29 AM To: arslist@ARSLIST.ORG Subject: Re: Process Timeout Limit v7x ** I agree with Phil, you don't want it set higher than 60. I think the best option would be to use a run-process to do a 'fire and forget', then have the external process update something within remedy when it's done, and have the client tool wait for that update event to occur. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Friday, November 06, 2009 5:38 PM To: arslist@ARSLIST.ORG Subject: Q: Process Timeout Limit v7x ** All, When setting the process timeout limit in the administration tool, the maximum value is 60 seconds in v7.01. We're performing reporting and transmission processes that sometimes take longer than that. Does anyone know of a way to increase that limit or has this limit been increased in later versions? I know we could increase the Set-Process-Timeout value directly in the ar.cfg file but I would expect that to get overwritten the next time we make changes in the administrator tool (it still shows 60 even if it is set to 120 in ar.cfg). It would be great if you could specify a timeout value when you spawn a process but since it's a single setting, we're fine with increasing it overall if it works and we can make it stick. //SIGNED// Craig Carter Information Technology Manager, RSP _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Q: Process Timeout Limit v7x
Hi Axton, This process has to succeed at some point and the agents want to complete the case at the time they push the button--not come back later. They are processing hundreds of cases and cannot afford to reopen these to see if it worked, try again if it didn't work, etc. We may have to reengineer this so the agent can tell the system to send it and we have a separate process that continues to try and send it until it completes successfully versus having the agent wait for the response. Regards, //SIGNED// Craig Carter, YC-02 Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Monday, November 09, 2009 10:47 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Process Timeout Limit v7x You can fork the process, in which case your workflow will not wait on the completion of the forked process. This done using a run process action. In this way you are not bound to the timeout limits, but it may not fit your need. Axton Grams On Fri, Nov 6, 2009 at 6:37 PM, Craig Carter craig.car...@arpc.denver.af.mil wrote: ** All, When setting the process timeout limit in the administration tool, the maximum value is 60 seconds in v7.01. We're performing reporting and transmission processes that sometimes take longer than that. Does anyone know of a way to increase that limit or has this limit been increased in later versions? I know we could increase the Set-Process-Timeout value directly in the ar.cfg file but I would expect that to get overwritten the next time we make changes in the administrator tool (it still shows 60 even if it is set to 120 in ar.cfg). It would be great if you could specify a timeout value when you spawn a process but since it's a single setting, we're fine with increasing it overall if it works and we can make it stick. //SIGNED// Craig Carter Information Technology Manager, RSP _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AREmial using MAPI protocol
Whenever I've received this error, it's generally due to a change of password on the service account used for the Email Engine. The easiest way to verify everything is working is to simply log into the server using the Outlook domain/username service account and then start up Outlook. If you have defined the profile correctly under that login and you can open Outlook and send/receive mail in Outlook using that profile, the Email Engine shouldn’t have any problem connecting to MAPI while the Email Engine service is running under that account. Considering you are using Server 2008 and Jordan mentioned MAPI over HTTPS, this may or may not help you. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: Sunday, September 06, 2009 8:13 PM To: arslist@ARSLIST.ORG Subject: Re: AREmial using MAPI protocol I may be misunderstanding things here but I have a question... What version of Outlook do you have installed on the server where you installed the AREmail Engine? Also I found this in Microsoft's info: Microsoft Exchange Server MAPI Client and Collaboration Data Objects 1.2.1 Starting with Exchange 2007, neither the Messaging API (MAPI) client libraries nor CDO 1.2.1 are provided as a part of the base product installation. As a result, there is functionality missing that many applications depend on. Microsoft Exchange MAPI and CDO 1.2.1 provide access to these APIs http://www.microsoft.com/downloads/details.aspx?FamilyID=E17E7F31-079A-43A9-BFF2-0A110307611Edisplaylang=en Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jordan, Franklin Sent: Friday, September 04, 2009 10:51 AM To: arslist@ARSLIST.ORG Subject: Re: AREmial using MAPI protocol Ken, Here is a list of configuration changes; 1. Modified service account to admin privs 2. Added outlook domain\username and password to AREmail engine services 3. Modified service account to local admin group 4. Added Entrust Cer w/ JAVA keytool to local service account 5. Reinstalled AREmail Email engine -Original Message- From: klapie...@sc.rr.com [mailto:klapie...@sc.rr.com] Sent: Friday, August 28, 2009 9:37 AM To: Jordan, Franklin Subject: Re: AREmial using MAPI protocol Hello Franklin, We got the same exact error yesterday configuring MAPI on Windows 2008 server. We have a BMC ticket open for it. If you hear anything on the issue let us know and vice versus. Thanks, Ken LaPierre SR. BMC Remedy Consultant DOJ/JMD Jordan wrote: I am have made successful connection to AR Server, but receiving the following error msg in the STDERR file. I am using MAPI over HTTPS. Aug 28, 2009 8:55:15 AM com.bmc.mail.mapi.MAPINative getStore SEVERE: MAPILogonEx Failed - Unable to login to MAPI javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI at com.bmc.mail.mapi.MAPINative.getStore(Native Method) at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145) at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165) at com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875) at com.bmc.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:522) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:284) at java.lang.Thread.run(Unknown Source) Aug 28, 2009 8:55:15 AM com.bmc.mail.mapi.MAPINative getStore SEVERE: MAPILogonEx Failed - Unable to login to MAPI javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI at com.bmc.mail.mapi.MAPINative.getStore(Native Method) at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145) at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165) at com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875) at com.bmc.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:522) at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:171) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Aug 28, 2009 8:55:15 AM com.bmc.mail.mapi.MAPINative getStore SEVERE: MAPILogonEx Failed - Unable to login to MAPI javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI at com.bmc.mail.mapi.MAPINative.getStore(Native Method) at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145) at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165) at com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875) at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:216
Re: ARSlist Awards 2008/09 MVP - Most Valuable Poster and BMCSoftware Remedy Employee Beyond the Call of Duty Award Voting Now Open
MVP: Joe Desouza BMC: Doug Mueller //SIGNED// Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Daniel Bloom Sent: Monday, August 31, 2009 7:16 AM To: arslist@ARSLIST.ORG Subject: ARSlist Awards 2008/09 MVP - Most Valuable Poster and BMCSoftware Remedy Employee Beyond the Call of Duty Award Voting Now Open A round of kudos to all the nominees. Voting begins today as of this post and ends Monday September 14th (any time zone) *MVP - Most Valuable Poster. This is the person you feel has contributed the most to the list in a combination of quality and quantity. Anyone who has won the award in the last 5 years is not eligible, BMC or Remedy employees are not eligible. Current Nominees (in alphabetical order by first name) are: Christopher Strauss Frederick Grooms Gary Opela Jr. Joe Desouza Misi Mladonickzy BMCSoftware Remedy Employee Beyond the Call of Duty Award This is the person you feel has contributed to the BMC Remedy community the most. Anyone who has won the award in the last 5 years is not eligible, only BMC employees are eligible. (There isn't a winner every year). The Nominees are: Doug Mueller Kelly Deaver ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SSRS AR ODBC Compatibility
We've been using SSRS for years with AR System. Although we don't use the ARODBC driver, I don't see any reason why you couldn't--we just chose not to so we don't have to worry about Remedy permissions affecting our report content. Our report access is controlled via Windows authentication and roles so we don't need our reports filtering data based on Remedy permissions. You will want to set up a read-only login within the database to use with your report connection. We used SSRS version 2000 (AR v6x) and are now running v2005 against AR v7x without any problems. We just use the standard SQL connection. If you are making a direct connection to the database and pulling report data, how can it not be compatible? What they are probably telling you is they do not provide support for it so you are on your own. Personally, it's a very easy product to use, has real nice flexibility and capability especially considering it is free with your SQL Server license. We use it both on the web and on the back-end via direct URL calls and usually render the reports automatically in PDF or Excel format. You can also have the report come up in the reporting interface for them to enter/select parameters. There is only one instance where we use Crystal Reports and that is where we need fully-justified text which SSRS does not yet support. Since it is a User Tool report, the included Crystal DLL supports that. Everywhere else (over 150 reports) is all SSRS. One thing you will need to do if you do not use the ARODBC driver is to create a set of functions for date conversions, etc. We have a set we developed to go back and forth between integer and various date formats. You will also need to convert any attribute menus and status fields to their clear-text values. We do some of that within the report query (SQL statement) and some within the reports using IIF. We've also stressed the use of character menus versus attribute menus in all new development to simplify report delivery. I recommend you use the ARODBC driver initially because it is less work and you don't need to perform all of the extra conversions within SQL, the report, or using functions/stored procedures. We did use the ARODBC driver initially and it did work. //SIGNED// Craig Carter Supervisor, IT Specialist, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Raj Kiran Sent: Tuesday, July 28, 2009 10:29 PM To: arslist@ARSLIST.ORG Subject: Re: SSRS AR ODBC Compatibility ** I remember during my last project, I contacted BMC regarding the compatibility of SSRS with AR System and was told that SSRS is not compatible with Remedy AR System. Could anybody please confirm this? Thanks, Raj On Tue, Jul 28, 2009 at 10:50 PM, shweta kumar shweta_kuma...@yahoo.com wrote: ** Has anyone done SQL Server Reporting using AR ODBC? Is SSRS comaptible with AR ODBC? Thanks Shweta _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Question: List View Visibility in Midtier
Does anyone know why the results list in the midtier is still visible when using a direct URL search even though the results banner and web toolbar is hidden in Form-Current View-Properties? I'm using a direct URL to pull up a specific request using the eid parameter in a browser view and don't want the results list (always one line) to be displayed. Midtier Version is 7.0.1 Patch 5 Do you need add a results list to the form to prevent the default one at the top from showing up or is this a bug in this patch level or? Regards, //SIGNED// Craig Carter Supervisor, IT Specialist, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Question: List View Visibility in Midtier - RESOLVED
Thanks! I'd searched the archives already but didn't find this one. I thought it might require an extra results list field but I was hoping for an easier approach. The .js modification is something to consider. //SIGNED// Craig Carter Supervisor, IT Specialist, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng Sent: Friday, July 10, 2009 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: Question: List View Visibility in Midtier This may help you: http://listserv.rbugs.com/cgi-bin/wa.exe?A2=ind0511L=ARSLISTP=R137038X=7B33E605455700B40C -- Jarl 2009/7/10 Craig Carter craig.car...@arpc.denver.af.mil: ** Does anyone know why the results list in the midtier is still visible when using a direct URL search even though the results banner and web toolbar is hidden in Form-Current View-Properties? I'm using a direct URL to pull up a specific request using the eid parameter in a browser view and don't want the results list (always one line) to be displayed. Midtier Version is 7.0.1 Patch 5 Do you need add a results list to the form to prevent the default one at the top from showing up or is this a bug in this patch level or? Regards, //SIGNED// Craig Carter Supervisor, IT Specialist, RSP _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Fields on Mid Tier
Another option is simply to modify your style sheet on the midtier. We updated
ours so the default color for certain read-only fields are a nice light gray
and you don't need an active link or have to remember to update it whenever you
create a form. You can also specify the color independently or not at all
based on the field type since they are broken out in the style sheet.
Below is a chunk of code from the ...\AR
System\Mid-Tier\resources\standard\stylesheets\ARSystem.css that we updated.
The dfro fields for some were changed (text, decimal, currency, etc) while some
others (radio button, label, and span) were left as transparent.
div.dfro input.text,
div.dfro input.decimal,
div.dfro input.currency,
div.dfro textarea.text,
div.dfro button.menu {
background:#ee;
}
div.dfro div.radio,
div.dfro label,
div.dfro span {
background:transparent;
}
//SIGNED//
Craig Carter
Software Engineer, RSP
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Hyunkel v2.0
Sent: Tuesday, March 24, 2009 11:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Fields on Mid Tier
**
Awesome!
Thanks for the help
Best Regards
Hugo Ruesga
perotsystems(r)
US 972.577.7000
MX +52 (33) 3332.3868
P Please consider the environment before printing this email
The information contained in and transferred with this electronic message is
intended only for the recipient(s) designated above, it is protected by law and
it may contain information which is privileged and confidential. If you are not
the intended recipient, please do not read, copy, or use it, and do not
disclose it to others. Please notify the sender of the delivery error by
replying to this message, and then delete it from your system. Thank you.
Date: Tue, 24 Mar 2009 11:46:58 -0500
From: black@gmail.com
Subject: Re: Fields on Mid Tier
To: arslist@ARSLIST.ORG
Hugo,
You can do this in a standard way.
Add an active link to the forms that fires on Window Open and on Window
Loaded.
Run if: $CLIENT-TYPE$ = 9 ( will limit it to only the Mid-Tier)
Then add an If action:
Run Process
SET-RO-COLOR 240,240,240
That is SET-RO-COLOR Red_code,Green_code,Blue_code.
Ref Workflow-Objects-710.pdf pg. 215
That should get you want your after.
FWIW: It works fine in v6.3 too.
--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)
Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.
On Tue, Mar 24, 2009 at 11:39 AM, Hyunkel v2.0 lord_dyna...@hotmail.com
wrote:
**
Hi List:
Maybe this issue is not a big deal, but i'm running out with ideas on how
could I make it.
I have a set of fields that are shown as read only on user client; the issue
is when the fields are show on Web.
A read only field on web shows exactly the same way as an read/write field,
the difference is on web client this field could not be editable; I wonder
if there's a way to show this field grayed out like on the attachment.
Any ideas?
Hugo Ruesga
perotsystems(r)
US 972.577.7000
MX +52 (33) 3332.3868
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Si eres de los que usa Messenger no solo para chatear. esto te va a interesar
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Re: Email Engine Service question
You didn't specify operating system but in Windows Server, you just go into the registry and update the Java path under the Email Engine settings. We have to do this every time a new version of Java must be installed. ...\KHEY_LOCAL)MACHINE\SYSTEM\ControlSet001\Services\BMC Remedy Email Engine..\Parameters Update the JVM Library parameter. Then drill down to your ..\AR System\AREmail\... installation folder and update the EmailStart.bat and EmailStop.bat files with the new path. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont Sent: Friday, February 20, 2009 11:16 AM To: arslist@ARSLIST.ORG Subject: Email Engine Service question ** Hi, Our email services has stopped, and we couldn't restart it with the following error: The BMC Remedy Email Engine service on Local Computer started and then stopped. Some services stop automatically if they have no work to do, for example, the Performance Logs and Alert service. We found out that the IT group removed the java jre1.5.0_10 from the box, and installed a newer java version jre6. For some ridiculous reasons, IT group does not now allow us to reinstalled jre1.5.0_10 This is the version we have on the server when the email installed and it work fine. Is there a way to re-config or point the Remedy Email Engine to use the new java version without reinstall the Email? Thanks, Andrew __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Tomcat Settings for ARS 7.1
We noticed the same thing with ServletExec-AS on Windows 2003 32-bit under IIS 6. When we tried to increase the max size beyond that, it wouldn't even start up properly. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Friday, February 13, 2009 7:35 AM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** I was actually told by a web server person at BMC, I will leave their name out that said when dealing with java heap size and Tomcat for RKM/Midtier you should not put the maximum size any higher than 1536MB regardless of how much RAM you server might have. They said that if you do Tomcat will not start. Has anyone ever heard of this. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Friday, February 06, 2009 1:43 PM To: arslist@arslist.org Subject: Re: Tomcat Settings for ARS 7.1 ** The max should not be larger than 65 to 70 percent of the total available free memory (unused) before Tomcat is started. Anything larger and you will have problems even starting the service or it may crash while stopping tomcat. Joe From: Begosh, Kevin kevin.beg...@lmco.com To: arslist@ARSLIST.ORG Sent: Thursday, February 5, 2009 9:30:58 PM Subject: Re: Tomcat Settings for ARS 7.1 ** For the Min and Max of the memory pool can you make it to big? Like for instance we have it as 300 and 1024. I do not know who made it that I just checked after this email. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of YHK Sent: Thursday, February 05, 2009 3:08 PM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** Go into program filesapache tomcat 5xmonitor tomcat this will open the properties dialog go to Java tab and set min to 512mb and max to 1536(on Apache for webserver you can set up to 2gb) from General tab, Stop tomcat and Start You maybe crashing due to default JVM max which is way too low, 256mb Hope this helps! YHK On Thu, Feb 5, 2009 at 4:34 PM, kishorkv kisho...@hotmail.com wrote: ** We've just moved to Remedy 7.1 with IIS-Tomcat for Mid Tier. Q1. Where I can get the Remedy recommended configuration for IIS-Tomcat? Q2. How to change the JVM setting for Tomcat? Q3. How to make Tomcat logs timestamp along with the log messages. Reason: I see my Tomcat crashing every 2 days once without any error messages. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Tomcat Settings for ARS 7.1
If by Servlet you are referring to New Atlanta's ServletExec products, it's located in the StartServletExec.bat file inside the instance folder where you installed the product: ...\Program Files\New Atlanta\ServletExec AS\se-xxx You usually have to add these parameters before the -classpath definition: ...\Program Files\Java\jdk1.5.0_17\bin\java -Xms512m -Xmx1536m -classpath //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Tuesday, February 17, 2009 9:46 AM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** Does anyone know where the java heap size allocation is for Servlet. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Friday, February 13, 2009 8:52 AM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** I have not seen it in writing, but when we were doing performance testing of the 7.x mid-tiers over the last two years we found that any max setting over 1536 made tomcat unstable or hindered startup. This was true in both Win2K3 x86 and x64 environments, with several versions of tomcat (all 32-bit of course). Until we get a 64-bit tomcat, 64-bit JVM, and 64-bit mid-tier that actually work together properly, I'm guessing that this restriction will remain in place. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin Sent: Friday, February 13, 2009 8:35 AM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** I was actually told by a web server person at BMC, I will leave their name out that said when dealing with java heap size and Tomcat for RKM/Midtier you should not put the maximum size any higher than 1536MB regardless of how much RAM you server might have. They said that if you do Tomcat will not start. Has anyone ever heard of this. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: Friday, February 06, 2009 1:43 PM To: arslist@arslist.org Subject: Re: Tomcat Settings for ARS 7.1 ** The max should not be larger than 65 to 70 percent of the total available free memory (unused) before Tomcat is started. Anything larger and you will have problems even starting the service or it may crash while stopping tomcat. Joe From: Begosh, Kevin kevin.beg...@lmco.com To: arslist@ARSLIST.ORG Sent: Thursday, February 5, 2009 9:30:58 PM Subject: Re: Tomcat Settings for ARS 7.1 ** For the Min and Max of the memory pool can you make it to big? Like for instance we have it as 300 and 1024. I do not know who made it that I just checked after this email. Kevin Begosh, RSP Tech Ops Enterprise Business Services 301-791-3540 Phone 410-422-3623 Cell kevin.beg...@lmco.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of YHK Sent: Thursday, February 05, 2009 3:08 PM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** Go into program filesapache tomcat 5xmonitor tomcat this will open the properties dialog go to Java tab and set min to 512mb and max to 1536(on Apache for webserver you can set up to 2gb) from General tab, Stop tomcat and Start You maybe crashing due to default JVM max which is way too low, 256mb Hope this helps! YHK On Thu, Feb 5, 2009 at 4:34 PM, kishorkv kisho...@hotmail.com wrote: ** We've just moved to Remedy 7.1 with IIS-Tomcat for Mid Tier. Q1. Where I can get the Remedy recommended configuration for IIS-Tomcat? Q2. How to change the JVM setting for Tomcat? Q3. How to make Tomcat logs timestamp along with the log messages. Reason: I see my Tomcat crashing every 2 days once without any error messages. __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Q: Whitepapers
I've been searching the BMC web site and I'm having trouble finding all of the whitepapers. Specifically, I'm looking for the one that came out when v7 was released and there was a statement of direction and a whitepaper showing performance comparisons between ServletExec and Tomcat. What's the magic hand-signal to get you into the right place? //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Resolved: Q: Whitepapers
Thanks! I knew there was a special link and handshake... :o) //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Thursday, January 29, 2009 1:19 PM To: arslist@ARSLIST.ORG Subject: Re: Q: Whitepapers Once you get to the page, my trick-of-the-trade is to use ctrl-F in Firefox to quickly find a keyword. In this case, you could search for servlet to find both documents, or Tomcat to find the comparison. I also keep the following link in my browser favorites, as it's the parent page for the supported versions of AR System: http://www.bmc.com/support/hou_Support_ProdAllVersions/0,3646,19097_1969 5_108018_0,00.html -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Thursday, January 29, 2009 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Whitepapers Go to the product documentation page for BMC Remedy AR System Server 7.0.01. The statement of direction can be found under the Product Change Notice section ((Statement of Direction) Change in BMC Remedy AR System Servlet Engine), and the whitepaper can be found in the White Paper section (BMC Remedy AR System 7.0.01: Benchmark Comparison of the ServletExec and Tomcat Engines). Hope that helps. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Thursday, January 29, 2009 11:54 AM To: arslist@ARSLIST.ORG Subject: Q: Whitepapers I've been searching the BMC web site and I'm having trouble finding all of the whitepapers. Specifically, I'm looking for the one that came out when v7 was released and there was a statement of direction and a whitepaper showing performance comparisons between ServletExec and Tomcat. What's the magic hand-signal to get you into the right place? //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
ServletExec v6/License
We're not able to use Apache Tomcat so we're using ServletExec AS with ARS v7.0.1 right now. We're having some memory leak problems so I'll be applying SE AS Patch 5.0.0.14 today which has a bug fix for abandoned sessions not being cleaned up. While downloading the update, I noticed they released SE v6 recently which is supposed to be faster and works with the new operating systems, Java versions, etc. Anyone set up a midtier with SE AS v6 yet and did you see a performance improvement? Is there a BMC/Remedy license equivalent for version 6 like was provided for version 5? I've sent a couple of emails to New Atlanta asking about the license as well since their web site stated v5 users could get a free v6 license but I'm not sure that applies to the license included with the BMC/Remedy installation. //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ServletExec v6/License
Thanks David, I contacted New Atlanta and they confirmed we would need to purchase licenses for version 6. I'd already read those two whitepapers but New Atlanta's statement that v6 was faster than v5 prompted me to ask if anyone had actually tried it. I was curious whether SE AS 6 was really faster than SE AS v5--not the Tomcat comparison. I also knew your Statement of Direction said you were on your own with licenses but that is a couple of years old now and something could have changed. :o) I'd love to use the default install and Tomcat but alas, we've so far been DENIED! //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Thursday, January 15, 2009 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: ServletExec v6/License Is there a BMC/Remedy license equivalent for version 6 like was provided for version 5? With the release of AR System 7.0.01, BMC no longer provides a license for any version of ServletExec. More information can be found here: 06-Oct-2006 (Statement of Direction) Change in BMC Remedy AR System Servlet EnginePDF http://www.bmc.com/products/documents/66/48/66648/66648.pdf Anyone set up a midtier with SE AS v6 yet and did you see a performance improvement? There is a white paper comparing Tomcat and ServletExec that can be found here: 16-Oct-2006 BMC Remedy AR System 7.0.01: Benchmark Comparison of the ServletExec and Tomcat Engines PDF http://www.bmc.com/supportu/documents/57/94/65794/65794.pdf While this isn't a comparison of v5 vs. v6, perhaps it has some information useful to you if you haven't read it already. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Thursday, January 15, 2009 7:39 AM To: arslist@ARSLIST.ORG Subject: ServletExec v6/License We're not able to use Apache Tomcat so we're using ServletExec AS with ARS v7.0.1 right now. We're having some memory leak problems so I'll be applying SE AS Patch 5.0.0.14 today which has a bug fix for abandoned sessions not being cleaned up. While downloading the update, I noticed they released SE v6 recently which is supposed to be faster and works with the new operating systems, Java versions, etc. Anyone set up a midtier with SE AS v6 yet and did you see a performance improvement? Is there a BMC/Remedy license equivalent for version 6 like was provided for version 5? I've sent a couple of emails to New Atlanta asking about the license as well since their web site stated v5 users could get a free v6 license but I'm not sure that applies to the license included with the BMC/Remedy installation. //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Q: Cluster/Failover/Load Balancer Recommendations
I'm looking for some feedback from real users who have configured real systems that work! We're looking to upgrade our current architecture for redundancy and to support increased load. I've read/heard DSO is not the answer. I'm headed to the BMC site now for whatever I can find but would like to solicit input from anyone with similar configurations: SQL Server 2005/2008 Windows Server 2003/2008 ARS v7.0.1/v7.1 What we are looking for is a setup where we have at least two database servers that are either clustered or load balanced with perhaps the database stored on a separate large RAID device. Primary motivation is to prevent downtime but also would like to ensure performance is maximized. Additionally, what are the ARS license ramifications to the different options? Any input is appreciated. Regards, //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Cluster/Failover/Load Balancer Recommendations
Thanks Chad--that is exactly what we're looking to do--go with a big SAN and possibly RAID 10. It's good to hear the license impact is not too crazy. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Hall Chad - chahal Sent: Tuesday, December 16, 2008 3:34 PM To: arslist@ARSLIST.ORG Subject: Re: Cluster/Failover/Load Balancer Recommendations Here's what's worked well for us the last few years: Load Balanced (Big IP) Mid Tier servers (Windows/Apache/Tomcat) Load Balanced AR Server (Windows) in a Server Group configuration Clustered Database servers (Windows active/passive cluster) RAID 10 SAN for database files This works really well. Obviously you'll pay a price for RAID 10 on a SAN. Hopefully you already have a SAN you can hop onto. The database servers don't scale out in SQL Server since it's strictly active/passive with Windows clustering, so get big boxes. You can scale out easily at the AR Server and Mid Tier layers by just adding more boxes. The only BMC costs would be additional AR Server licenses. All other ARS licenses can be shared within a server group. Chad Hall (501) 342-2650 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Craig Carter Sent: Tuesday, December 16, 2008 3:51 PM To: arslist@ARSLIST.ORG Subject: Q: Cluster/Failover/Load Balancer Recommendations I'm looking for some feedback from real users who have configured real systems that work! We're looking to upgrade our current architecture for redundancy and to support increased load. I've read/heard DSO is not the answer. I'm headed to the BMC site now for whatever I can find but would like to solicit input from anyone with similar configurations: SQL Server 2005/2008 Windows Server 2003/2008 ARS v7.0.1/v7.1 What we are looking for is a setup where we have at least two database servers that are either clustered or load balanced with perhaps the database stored on a separate large RAID device. Primary motivation is to prevent downtime but also would like to ensure performance is maximized. Additionally, what are the ARS license ramifications to the different options? Any input is appreciated. Regards, //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are *** The information contained in this communication is confidential, is intended only for the use of the recipient 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 is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Character Field Window
Thanks for the responses everyone--yes, digging into the javascript was
where I was initially headed but I wanted to throw the question out to
see if anyone already did this.
This does have to work via the Mid-Tier so I ruled out any OLE stuff
early on.
I ended up building another form with a large 60-line character field I
could call with a button since I didn't want the field portion of the
character field displayed anyway on the original form. I simply pass
the character field value in/out and you have the added benefit of being
able to add extra instructions and workflow to the dialog.
Regards and Happy Thanksgiving tomorrow for all U.S. admins...
Craig Carter
Software Engineer, RSP
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, November 25, 2008 8:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Character Field Window
With a little research you could find the javascript function to call
for the mid-tier
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, November 25, 2008 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Character Field Window
In my opinion, this is a nice solution. However, the only drawback is
that this will not work via the Mid Tier. (OLE does not work on the Mid
Tier). If you do have users utilizing the Mid Tier, you could build some
Remedy workflow to simulate this functionality by opening a dialog
form with a single character field with multiple rows and setting the
dialog with the character field's value. You could then use an OK button
to populate any updates to your actual character field. It's not elegant
by any means, but your options on the Mid Tier are severely limited.
Scott Parrish
IT Prophets
(770) 653-5203
www.itprophets.com
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
Sent: Tuesday, November 25, 2008 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Character Field Window
Hi Craig
The keyboard shortcut to do this is SHIFT-ALT-F7 when you have focus in
the
field. You can automate this by using an active link to set focus to
the
field, then use OLE to 'press' the above key combination. See the
downloads
section on Gidd's website for details on how to use OLE and SendKeys.
The string for SHIFT-ALT-F7 is +%{F7}
HTH
David Sanders
Remedy Solution Architect
Enterprise Service Suite @ Work
==
tel +44 1494 468980
mobile +44 7710 377761
email [EMAIL PROTECTED]
web http://www.westoverconsulting.co.uk
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter
Sent: Tuesday, November 25, 2008 3:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Character Field Window
Nope--already know about these. Basically, you have the expand button
to the right of a character field and I want to push it via workflow
so that the larger text window is displayed. The expand button process
will be handled by a different button.
//SIGNED//
Craig Carter
Software Engineer, RSP
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, November 25, 2008 8:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Character Field Window
Do you mean the run process command PERFORM-ACTION-ACTIVE-LINK.
Executes all active links associated with the specified Execute On
condition (and field ID, as appropriate). The active links fire as if
the Execute On condition indicated occurred. For example,
PERFORM-ACTION-ACTIVE-LINK 8 specifies to run all On Modify active links
as if a modify operation was performed. The active links fire, but no
modify is actually performed.
The options for this command are as follows:
Button: PERFORM-ACTION-ACTIVE-LINK 1 field_ID
Return/Table Dbl-Clk: PERFORM-ACTION-ACTIVE-LINK 2 field_ID
Submit: PERFORM-ACTION-ACTIVE-LINK 4
Modify: PERFORM-ACTION-ACTIVE-LINK 8
Display: PERFORM-ACTION-ACTIVE-LINK 16
Menu Choice: PERFORM-ACTION-ACTIVE-LINK 128
field_ID
Lose Focus: PERFORM-ACTION-ACTIVE-LINK 256
field_ID
Set Default: PERFORM-ACTION-ACTIVE-LINK 512
Search: PERFORM-ACTION-ACTIVE-LINK 1024
After Modify: PERFORM-ACTION-ACTIVE-LINK 2048
After Submit: PERFORM-ACTION-ACTIVE-LINK 4096
Gain Focus: PERFORM-ACTION-ACTIVE-LINK 8192
field_ID
Window Open: PERFORM-ACTION-ACTIVE-LINK 16384
Un-Display: PERFORM-ACTION-ACTIVE-LINK 65536
Window Close: PERFORM-ACTION-ACTIVE-LINK 32768
Copy To New: PERFORM-ACTION-ACTIVE
Q: Character Field Window
Does anyone know of a way via workflow to simulate a button-push on a character field to open the larger view window? For example; have an alternate button that when pushed, opens a character field window. ARS v7.0.1 P5 //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Character Field Window
Nope--already know about these. Basically, you have the expand button to the right of a character field and I want to push it via workflow so that the larger text window is displayed. The expand button process will be handled by a different button. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, November 25, 2008 8:04 AM To: arslist@ARSLIST.ORG Subject: Re: Character Field Window Do you mean the run process command PERFORM-ACTION-ACTIVE-LINK. Executes all active links associated with the specified Execute On condition (and field ID, as appropriate). The active links fire as if the Execute On condition indicated occurred. For example, PERFORM-ACTION-ACTIVE-LINK 8 specifies to run all On Modify active links as if a modify operation was performed. The active links fire, but no modify is actually performed. The options for this command are as follows: Button: PERFORM-ACTION-ACTIVE-LINK 1 field_ID Return/Table Dbl-Clk: PERFORM-ACTION-ACTIVE-LINK 2 field_ID Submit: PERFORM-ACTION-ACTIVE-LINK 4 Modify: PERFORM-ACTION-ACTIVE-LINK 8 Display: PERFORM-ACTION-ACTIVE-LINK 16 Menu Choice: PERFORM-ACTION-ACTIVE-LINK 128 field_ID Lose Focus: PERFORM-ACTION-ACTIVE-LINK 256 field_ID Set Default: PERFORM-ACTION-ACTIVE-LINK 512 Search: PERFORM-ACTION-ACTIVE-LINK 1024 After Modify: PERFORM-ACTION-ACTIVE-LINK 2048 After Submit: PERFORM-ACTION-ACTIVE-LINK 4096 Gain Focus: PERFORM-ACTION-ACTIVE-LINK 8192 field_ID Window Open: PERFORM-ACTION-ACTIVE-LINK 16384 Un-Display: PERFORM-ACTION-ACTIVE-LINK 65536 Window Close: PERFORM-ACTION-ACTIVE-LINK 32768 Copy To New: PERFORM-ACTION-ACTIVE-LINK 131072 Window Loaded:PERFORM-ACTION-ACTIVE-LINK 262144 NOTE: field_ID refers to the ID without the $ around it. i.e. PERFORM-ACTION-ACTIVE-LINK 1 536870923 Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Tuesday, November 25, 2008 8:27 AM To: arslist@ARSLIST.ORG Subject: Q: Character Field Window Does anyone know of a way via workflow to simulate a button-push on a character field to open the larger view window? For example; have an alternate button that when pushed, opens a character field window. ARS v7.0.1 P5 //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Results List Color change
You set that in the form properties in Remedy Administrator: Open form--then form, current view, properties, results list color tab. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gornto, Robert R Civ USAF AETC 37 CS/SCOO Sent: Thursday, November 13, 2008 11:52 AM To: arslist@ARSLIST.ORG Subject: Results List Color change ** Does anyone know where in the database that the result list color selection is stored ? I changed the results list colors based on status and now I want to change them back and am unable to. I have created a new default admin view, tried to change the colors back 3 times and they will not change. I have had a ticket open with BMC for two weeks with no response. I figure it has to be a value in the database somewhere... //SIGNED// Robert R. Gornto, YC-02,37 CS/SCOO Chief, Network Operations DSN 945-0483 Comm 210 925-0483 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Results List Color change
You may need to select the correct view first (using the same menu option) before updating the colors. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gornto, Robert R Civ USAF AETC 37 CS/SCOO Sent: Thursday, November 13, 2008 11:52 AM To: arslist@ARSLIST.ORG Subject: Results List Color change ** Does anyone know where in the database that the result list color selection is stored ? I changed the results list colors based on status and now I want to change them back and am unable to. I have created a new default admin view, tried to change the colors back 3 times and they will not change. I have had a ticket open with BMC for two weeks with no response. I figure it has to be a value in the database somewhere... //SIGNED// Robert R. Gornto, YC-02,37 CS/SCOO Chief, Network Operations DSN 945-0483 Comm 210 925-0483 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Q: Dialog Windows in Midtier
Has anyone ever seen an issue where dialog windows opened in the midtier via an Active Link open as regular windows instead of dialog windows? We just built a new test web site and suspect a site setting somewhere or a certificate problem because the same application works as expected under the old site. Basically, all open window actions as dialog windows open as a new blank regular window with what appears to be the correct URL but eventually, the midtier login page is displayed instead of the dialog content. Once you log in again, it then brings up the dialog content in the full window. It seems like it forgets your login status and the parent window information and there are no errors in the log. Everything other than dialog windows appear to be working (with the possible exception of attachment pool open window actions). Midtier version is 7.0.1 P5 IE v7.0.6 IIS 6 Curious if anyone has run into this before and has any recommendations of things to look for? //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Increasing Entry ID Length
You may want to consider setting it to 0. We have one of our forms in our system set to 0 with a prefix. That basically gives you ISS1, ISS2, ect, and it automatically grows one character when it needs to ISS10, ISS100, ISS1000, etc. Since it sounds like your IDs are all numeric and you are approaching 99, setting it to zero should effectively cause it to roll over to 100 without any problem and it may also benefit you since you may have associations to those original IDs depending on how that home-grown app was built. If you arbitrarily go in and convert all of them and add leading zeros, you could break those associations. I'm not sure if converting an existing fixed size to 0 is possible but it could be the magic bullet you are looking for. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, September 12, 2008 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Increasing Entry ID Length Ron, I would think that any DBA should be able to get the job done. (And much faster than going through the ARS server.) However, while you are at it... I would suggest that you change the length back to 15 so that you never have to do this again. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Sep 12, 2008 at 10:53 AM, Smith, Ron [TBC] [EMAIL PROTECTED] wrote: ** Hi all, Wanted to bounce this off the group to see if there is an easy and safe way to increase the size of the Entry-ID Field (1). We are currently at a length of six on the Homegrown helpdesk app, and after 10 + years using it, we are about to roll over ID# 99. What I want to do is to increase it to a length of 8. Problem is that the existing ID's do not pad out to the full 8 digits. Is there any utilities out there that makes this change easy and simple to do. I am pretty sure I can do this by exporting the data and massage it and reimport it, but looking for an easy way to do it. Thanks in advance. ARS 6.3 P.20 Win 2K3 SQL Server 2000 Thanks, Ron Smith Remedy/Web Developer Providence Health Services OR [EMAIL PROTECTED] 503-216-7866 DISCLAIMER: This message is intended for the sole use of the addressee, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the addressee you are hereby notified that you may not use, copy, disclose, or distribute to anyone the message or any information contained in the message. If you have received this message in error, please immediately advise the sender by reply email and delete this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: View Fields in Search Mode....
When you open the form (window open), are you initializing the view field to $DEFAULT$ ? We have Active Links that initialize our view fields to $DEFAULT$ when opened (you obviously have to have the attribute set to the URL) and they appear to still work even when I open them in search mode. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Friday, September 12, 2008 11:09 AM To: arslist@ARSLIST.ORG Subject: View Fields in Search Mode ** View fields don't work in Search Mode? The reason why I ask is that I have a Display form that doesn't need to be opened in modify or new mode (which I don't want it to). But my view fields are not working in Search Mode. BOO HOO!! Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: View Fields in Search Mode....
Can you do that with a PERFORM-ACTION-OPEN-URL instead? Do you want it basically to open your Email client with the address filled in? If so, I think that will open the associated mail client. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Friday, September 12, 2008 11:20 AM To: arslist@ARSLIST.ORG Subject: Re: View Fields in Search Mode ** To be more specific, I'm try to run some html code to do: a href=mailto:[EMAIL PROTECTED] Email/a Only the email address is going to be dynamic and determined by a temp field. AR Server 7.0.1 Patch3 Windows 2003 Server Lisa From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Friday, September 12, 2008 1:09 PM To: arslist@ARSLIST.ORG Subject: View Fields in Search Mode ** View fields don't work in Search Mode? The reason why I ask is that I have a Display form that doesn't need to be opened in modify or new mode (which I don't want it to). But my view fields are not working in Search Mode. BOO HOO!! Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: View Fields in Search Mode....
View fields show up in search mode but you have to set the value on open. You could probably just set the value on window open to the URL but it sounds like you really want to open the mail client. If so, just fire the AL you suggested below on window open or window loaded. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Friday, September 12, 2008 11:37 AM To: arslist@ARSLIST.ORG Subject: Re: View Fields in Search Mode I'm not sure how I could force a user to open up the form in the User Tool in Dialog Mode. I can certainly to an active link to do a set fields, but what type of field would I be setting? I can't do a text field, a View field doesn't show up in Search Mode.. I'm thinking about possibly using a button and having the active link Run Process Command Line = PERFORM-ACTION-OPEN-URL mailto:[EMAIL PROTECTED] Maybe? Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely Sent: Friday, September 12, 2008 1:50 PM To: arslist@ARSLIST.ORG Subject: Re: View Fields in Search Mode Or, you could have an active link do a Set Fields on Window Loaded. Leonard -Original Message- From: Action Request System discussion list(ARSList) [ mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E Civ USAF AFMC 96CS/SCCE Sent: Friday, September 12, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: View Fields in Search Mode Why not open the form in dialog mode? -Original Message- From: Action Request System discussion list(ARSList) [ mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Friday, September 12, 2008 12:09 PM To: arslist@ARSLIST.ORG Subject: View Fields in Search Mode ** View fields don't work in Search Mode? The reason why I ask is that I have a Display form that doesn't need to be opened in modify or new mode (which I don't want it to). But my view fields are not working in Search Mode. BOO HOO!! Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Increasing Entry ID Length
Since they are all numeric, you may be able to create an associated integer field you could use for the sort but I agree, this can be a pain at times with character fields. One of the other downsides is trying to parse a Request ID like from another string (ie; subject line in an Email--which we ran into the first time ours rolled over). If you are searching for a Request ID in a string, it could be varying lengths so you can't simply assume 15 characters or in your case, 6 characters. If you are confident you are not using the existing request ids to associate with other tables/records, I'd simply increase the field size and then perform a single SQL update to prefix the correct number of zeros to all of the existing ID values. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Friday, September 12, 2008 11:44 AM To: arslist@ARSLIST.ORG Subject: Re: Increasing Entry ID Length ** The only problem with that approach is the sort order gets messed up.. Since the Entry ID is a character field the sort order would be something like 1 10 2 3 4 5 6 7 8 9 That sort of sucks sometimes. You can sort of overcome that by changing your sort order of the form to the Create date and have the request id's sorted out on a result sequentially but there is sometimes that odd exception where the create date of two consecutive records are not what should be expected.. Joe D'Souza Remedy Developer / Consultant, Shyle Networks, New Jersey. - Original Message From: Craig Carter [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 12, 2008 1:24:15 PM Subject: Re: Increasing Entry ID Length You may want to consider setting it to 0. We have one of our forms in our system set to 0 with a prefix. That basically gives you ISS1, ISS2, ect, and it automatically grows one character when it needs to ISS10, ISS100, ISS1000, etc. Since it sounds like your IDs are all numeric and you are approaching 99, setting it to zero should effectively cause it to roll over to 100 without any problem and it may also benefit you since you may have associations to those original IDs depending on how that home-grown app was built. If you arbitrarily go in and convert all of them and add leading zeros, you could break those associations. I'm not sure if converting an existing fixed size to 0 is possible but it could be the magic bullet you are looking for. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, September 12, 2008 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Increasing Entry ID Length Ron, I would think that any DBA should be able to get the job done. (And much faster than going through the ARS server.) However, while you are at it... I would suggest that you change the length back to 15 so that you never have to do this again. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Sep 12, 2008 at 10:53 AM, Smith, Ron [TBC] [EMAIL PROTECTED] wrote: ** Hi all, Wanted to bounce this off the group to see if there is an easy and safe way to increase the size of the Entry-ID Field (1). We are currently at a length of six on the Homegrown helpdesk app, and after 10 + years using it, we are about to roll over ID# 99. What I want to do is to increase it to a length of 8. Problem is that the existing ID's do not pad out to the full 8 digits. Is there any utilities out there that makes this change easy and simple to do. I am pretty sure I can do this by exporting the data and massage it and reimport it, but looking for an easy way to do it. Thanks in advance. ARS 6.3 P.20 Win 2K3 SQL Server 2000 Thanks, Ron Smith Remedy/Web Developer Providence Health Services OR [EMAIL PROTECTED] 503-216-7866 DISCLAIMER: This message is intended for the sole use of the addressee, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the addressee you are hereby notified that you may not use, copy, disclose, or distribute to anyone the message or any information contained in the message. If you have received this message in error, please immediately advise the sender by reply email and delete this message. __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers
Re: OT- Question about Invitation to join BMC Elite
Pyramid schemes are illegal... Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David.M Clark Sent: Thursday, September 11, 2008 10:35 AM To: arslist@ARSLIST.ORG Subject: Re: OT- Question about Invitation to join BMC Elite For every referral you are eligible for 1st Tier commission, for every candidate who they refer you earn 2ndTier commission and every subsequent referral you will earn 3rd tier commission If we all refer each other we'll earn 3rd tier commission in no time!!! Of course that probably just means that we'll get this email over and over and over... David M Clark Remedy Programmer/Analyst Rick Cook [EMAIL PROTECTED] 9/11/2008 11:24 AM OT- Question about Invitation to join BMC EliteSeems to have a bunch of international people on it - I only recognized a few names. I don't suppose it hurts anyone. Rick - Original Message - From: Scott Parrish Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, September 11, 2008 9:14 AM Subject: Re: OT- Question about Invitation to join BMC Elite ** David, I got the same email. It came from James Richardson, formerly of TuringSMI and now of Resource Management Solutions. It DOES NOT COME from BMC. I sent him a note at [EMAIL PROTECTED] and let him know I didn't appreciate being on his mass market mailing list and asking him to remove me immediately. To his credit he sent me an email stating that I had been removed from the mailing list. Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Thursday, September 11, 2008 12:06 PM To: arslist@ARSLIST.ORG Subject: OT- Question about Invitation to join BMC Elite Hmmm. Just got a strange email. I'm attempting to figure out if it's legit from BMC or garbage. It doesn't provide a lot of detail about what BMC Elite is but does offer me commissions. Centralized new feeds for ARSList, UKRUG and others. Hmmm. Actual invite listed below. Dave Shellman Phone: (717) 810-3687 Fax:(717) 810-2124 email: [EMAIL PROTECTED] Tyco Electronics MS 161-043 PO Box 3608 Harrisburg, PA 17105-3607 Administrator Collectivex has invited you to join BMC Elite: Accept Administrator Collectivex's invitation or Decline You have been invited to join the BMC Elite Network, an invitation only network for BMC professionals only. From Senior Project Managers to specialised ITSM SRM Consultants. As a registered Networker, you can recommend colleague to join BMC Elite so they too can benefit from the BMC Elite services. Both you and your invitees are eligible to earn referral fees through the BMC Elite Network. This Groupsite will enable you to share, network and coordinate your efforts. All information provided through this platform is maintained for the use of BMC Elite members. All the ARSList, UKRUG, MWRUG, NRUG, BRUG, VRUG, PUGS, CMuG, TACUG, SEACUG, MiACUG NECUG, NEWENGCUG, BEMUG EMEAMUG, NCMUG, SIEM and other BMC related news feeds will be centralised in the Group Site. Special training offers and insider news from BMC will be made available. Please click the link below so you may quickly and easily participate in BMC Elite. Signup is simple and takes less than a minute. Don't forget to check out the current job lists updated daily at http://www.bmcelite.com [For every referral you are eligible for 1st Tier commission, for every candidate who they refer you earn 2ndTier commission and every subsequent referral you will earn 3rd tier commission] Sincerely, Administrator Collectivex Accept the invitation from Administrator Collectivex __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Arslist Awards, in peril of cancellation
Daniel, Personally, I think the ARSlist is great! You provide an extremely valuable resource to the ARS developer community and you should be awarded for your continued support and obvious commitment to the list. I also think the BMC representatives who contribute their time, knowledge, and clarity are invaluable and always deserve special recognition. Beyond that, we are a community. I doubt few of us have the time to keep track of the thousands of posts or judge them to the extent you have to come up with your 5-10% figure. Whenever I see a question that I can provide a solid technical response for based on experience and/or training, I contribute. All I hope for in return is a like response when I'm struggling with an urgent problem. Realistically, we are all in this together. I expect most of us enjoy what we do and would like to see this product succeed. Do some people on the list contribute more than others--absolutely. Do some people on the list have more time to contribute--absolutely. Does that mean they should be awarded--probably! If you asked me to name four people I believe deserve awards, I couldn't do it. Not because they don't deserve it, but because I'm only paying attention to the message threads that interest me. David Easter deserves recognition! You deserve recognition! BMC deserves recognition for continuing to improve a valuable platform we all use. Beyond that, I simply don't have the time to track everyone's contributions to determine what are solid technical responses--especially in areas where I have less experience. I'd love to see this list continue to be the invaluable resource it has been. If our failure to satisfy your expectations means otherwise, that would be unfortunate. All most of us look for is a simple thanks when our post helped a fellow developer overcome a problem. In my humble opinion, you should not beat yourself up about it and instead spend the 200 hours of valuable time pursuing something less stressful. I know you care and are only trying to do the right thing, but it's clear the Awards are not a high priority for most subscribers. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom Sent: Tuesday, August 12, 2008 6:16 PM To: arslist@ARSLIST.ORG Subject: ADM:Arslist Awards, in peril of cancellation ** Well, the nominations have not been impressive in numbers So far, quality yes, numbers no. To the 0.1% of you that have Contributed, thank-you. Perhaps the list as a whole feels that the Awards are no longer needed? That those that contribute so much should do so and don't really deserve some form of recognition for it? That 80% of people on the list can benefit from their knowledge without ever posting, even acknowledging the contributions of the other 20% when all it requires is a few minutes A year to show their appreciation? Or more accurately the 5-10% that provide solid technical responses? I don't have the time or energy to try and get the 4400 + subscribers to Get involved. I will just be disappointed that you don't. (ignore that there are 8000+ that read it). I have spent up to 200 hours preparing for the Awards and doing the presentations (for a single year), And I am not happy with the lack of participation. ... Daniel Founder of the ARSlist 1993 Creator of the Awards 1995 RAC 1995 etc. p.s. and I am contemplating cancelling them due to lack of interest, I give it until Friday evening __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Arslist Awards, in peril of cancellation
Nobody said it was hard or complicated. It's not much of a tradition if people are simply picking a name and voting without any real knowledge of whether it is deserved? You just need to look at the current political situation to see how well that works out. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, August 13, 2008 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Arslist Awards, in peril of cancellation Come on, folks...it's not that hard or complicated. The MVP award is a tradition on the list. Just pick a name and vote. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Wednesday, August 13, 2008 9:59 AM To: arslist@ARSLIST.ORG Subject: Re: Arslist Awards, in peril of cancellation Well stated! I couldn't begin to select a person, or even a few, that has contributed the most value. I have benefited so much, and hopefully have contributed as much, and am very appreciative to you and the entire community. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Crystal reports in client = broken
Double-check that the AR System ODBC Data Source connection exists under your data sources (usually found under Administrative Tools--Data Sources (ODBC)). We've had a lot of instances in Windows where this connection is not built properly even with a reinstall. All that is generally needed is the server name and Use Underscores checked. This is an individual system setting so may not be your problem but is worth checking. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Thursday, July 31, 2008 3:03 PM To: arslist@ARSLIST.ORG Subject: Re: Crystal reports in client = broken ** Strangely the mid-tier is working and we have 6 servers using HTTPS along with a load balancer, etc. There are some time out issues in the MT but the WUT is really the problem in this case. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, July 31, 2008 4:00 PM To: arslist@ARSLIST.ORG Subject: Re: Crystal reports in client = broken ** William, if this is in the MT, what about a local version of the JRE - is that different than the working clients? I've seen Java issues cause blank screens before. Rick On Thu, Jul 31, 2008 at 1:54 PM, William Rentfrow [EMAIL PROTECTED] wrote: ** I can not get crystal reports to run in the client - this is quite mysterious. They used to work - this is AR 7.1 patch 001 with matching clients. I have re-installed the client now numerous times. When I try to run a report in the application (IM 7.03) I get a whole bunch of nothing - the screen flashes for a second and then nothing else happens. However, interestingly enough - my connection to the AR Server is immediately broken. I have to log in to the user tool again to get it to work. Any ideas? I've checked all the standard config, etc (underscores and what not) - and I'm getting no where. William Rentfrow, Principal Consultant [EMAIL PROTECTED] C 701-306-6157 O 952-432-0227 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Date Field BC Check box
No way to do it that I'm aware of. If you can get away with using a Date/Time field versus Date Only and display just the date portion, that will do it since it doesn't exist in the date/time field calendar (date range is not as large). We built our own mini calendar form and still use it in some places. Our web guy came up with a way to place a little box over the BC checkbox field in their calendar to cover it up so they couldn't see it but it wasn't always reliable. Since you are on the midtier, you could also grab/purchase/create another Javascript calendar control and use it in place of their control. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Friday, July 18, 2008 9:39 AM To: arslist@ARSLIST.ORG Subject: Date Field BC Check box ** Looking through the archives and haven't seen anything on this topic for about 2 years...and all information I found didn't help me. I'm trying to figure out how to get rid of the 'BC' checkbox in my midtier. Any and all assistance is appreciated. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
Jackie, I'd be interested to hear more about your ... all kinds of problems statement since we've always saved all sent messages so we know what is being communicated to our customers. We currently have 1,458,000 emails in our Email Messages form and the only problem we've encountered is slower search time when searching that form. Although I've selectively deleted groups of messages in the past (like bounced notifications back to agents), it's not been enough of a slowdown yet to automatically archive them. We're on v7.0.1P5 using SQL Server 2005 Enterprise. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 6:45 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Yes, I understand that messages can be configured to be deleted after they are sent. They are and have been configured to *not* be deleted when sent. Sorry, I considered that a given in my original post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jackie Morris Sent: Thursday, July 10, 2008 7:22 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** You never answered the question of whether you were deleting the message after it was sent. You can send the message, query the Message Form and still not see it because it went out already. Most times, in our environment, its that fast. Change it to save the message, restart the email engine and then see if you find the message. Just don't leave it like that for an extended period. Too many messages in the message form can cause all kinds of problems. Jackie Easylink Services Corporation 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Wednesday, July 09, 2008 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ***IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature.*** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Baffling Email Problem
That's not really an option Gary. We perform two-way communications with our customers when processing their requests and these communications including any associated attachments are important records and need to be maintained. However, we recognize the volume of records needs to be addressed so we will be moving (archiving) those to another form that we can associate with their requests to reduce the number present in the email messages form. What I wanted to get across is the fact you can have a large number of messages in this form without any significant slowdown assuming you have a decent system and database. Although it will take slightly longer for the query, the email engine has no problem keeping up and we poll every minute for new messages. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Thursday, July 10, 2008 7:20 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Craig, I would suggest cleaning those out, as each time your email process polls the mailbox, it has to go through 1.5m email records to see which ones have not yet been sent. This is extra taxing on the database. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, July 10, 2008 8:06 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Jackie, I'd be interested to hear more about your ... all kinds of problems statement since we've always saved all sent messages so we know what is being communicated to our customers. We currently have 1,458,000 emails in our Email Messages form and the only problem we've encountered is slower search time when searching that form. Although I've selectively deleted groups of messages in the past (like bounced notifications back to agents), it's not been enough of a slowdown yet to automatically archive them. We're on v7.0.1P5 using SQL Server 2005 Enterprise. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, July 10, 2008 6:45 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Yes, I understand that messages can be configured to be deleted after they are sent. They are and have been configured to *not* be deleted when sent. Sorry, I considered that a given in my original post. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jackie Morris Sent: Thursday, July 10, 2008 7:22 AM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** You never answered the question of whether you were deleting the message after it was sent. You can send the message, query the Message Form and still not see it because it went out already. Most times, in our environment, its that fast. Change it to save the message, restart the email engine and then see if you find the message. Just don't leave it like that for an extended period. Too many messages in the message form can cause all kinds of problems. Jackie Easylink Services Corporation 732-652-3611 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Thad K Esser Sent: Wednesday, July 09, 2008 6:18 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** Did you change your Default Outgoing Mailbox setting for the mailbox you are trying to use? Is it enabled (although that wouldn't keep the messages from getting to Messages form) Thad Esser Remedy Developer Argue for your limitations, and sure enough, they're yours.-- Richard Bach Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/09/2008 02:11 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where
Re: Baffling Email Problem
I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: MAPILogonEx Failed - Unable to login to MAPI (365,868 records on AR System Email Error Logs)
We've had this problem for years--not only will it suddenly fail to connect to MAPI, we have instances where the service just hangs. It happened on v6 and currently happens on 7.0.1P5 as well (as you noted). I finally created an SSIS package that runs every 15 minutes and looks at the Email Messages form to determine if there are any emails that were created more than 10 minutes previous (should normally not be any since we poll every minute and it has no problem keeping up). When found, it cycles the Email Engine service. Since the new version of the Email Engine sets all messages to Error now when it loses connection (by design according to BMC), this package resets all Error back to Yes before restarting the service and increments an attempts counter on each message (used an existing counter field in the form). The package sets the Send Message flag to No for any messages that fail to be sent after three attempts (due to real errors like bad email address, etc) so they do not build up and cause the service to restart needlessly. I also check for messages older than 45 minutes and if found, send an email alert to the administrators to check the service and email form. (Service may suddenly be failing to start due to a password change, etc). Since implementing this, we've no longer had to baby-sit the service. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal Sent: Monday, June 23, 2008 8:58 AM To: arslist@ARSLIST.ORG Subject: Re: MAPILogonEx Failed - Unable to login to MAPI (365,868 records on AR System Email Error Logs) We get this same error sporadically and cycling the Email Engine service always clears it up. We're on 7.0.1 patch 5, but had the same problem on 6.3. It's frustrating, I know. BMC has never figured out what the cause is. So we only use MAPI for incoming mail. We use SMTP for outgoing because it's more stable. Chad Hall (501) 342-2650 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR Sent: Sunday, June 22, 2008 10:28 PM To: arslist@ARSLIST.ORG Subject: MAPILogonEx Failed - Unable to login to MAPI (365,868 records on AR System Email Error Logs) hi all, can someone help us? we don't know what is causing the humongous error email log that is being dumped to/by our server. i'm definitely positive we did not attempt sending any emails this many since we are only on devel right now. i checked and half (182,934!) of the record says this: Message Type*: SEVERE Message Number*: 0 Generated By*: Mail Box Message Test: MAPILogonEx Failed - Unable to login to MAPI javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI at com.remedy.mail.mapi.MAPINative.getStore(Native Method) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:145) at com.remedy.mail.mapi.MAPIStore.connect(MAPIStore.java:165) at com.remedy.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(R eceiverModule.java: 1805) at com.remedy.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java: 206) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) and the other half is: Message Type*: INFO Message Number*: 29 Generated By*: AR System Email Daemon Message Test: Incoming message queue size: 0 has anyone ever encountered this error before? have we missed on an important configuration or something? we'd appreciate any help! thanks in advance. ~ elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are * The information contained in this communication is confidential, is intended only for the use of the recipient 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 is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank you. * ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Workflow to delete records from AR System Email Messages
Using Application-Delete-Entry $SCHEMA$ $1$ will work. $1$ is the core Request ID field and is the example usage shown in the v7 documentation and does work. You then just need to add your qualification to the Run IF statement. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Sent: Wednesday, June 11, 2008 5:48 AM To: arslist@ARSLIST.ORG Subject: Re: Workflow to delete records from AR System Email Messages Thanks. Actually I have Application-Delete-Entry $SCHEMA$ $Request ID$ David Sanders wrote: ** Also use the correct form name - that might help !! David Sanders Remedy Solution Architect **Enterprise Service Suite @ Work** == **ARS List Award Winner 2005** **Best 3rd party Remedy Application** ** ** See the **ESS Concepts Guide** http://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ *From:* Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] *On Behalf Of *Remprof *Sent:* Wednesday, June 11, 2008 12:36 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Workflow to delete records from AR System Email Messages ** Hi Ravi, This should be working fine with giving the field id $1$, instead of $Request ID$. You do try that and see whether it works or not. Thanks, RemProf On 6/11/08, *Ravi* [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi: I am trying to build a escalation to delete records from AR System Email Messages form that have a create date older than 90 days. What do I include in Command Line field within the Run Process Action? The following doesn't seem to be working. Application-Delete-Entry BMC:SSP:Issue $Request ID$ Also is there a recommended way to delete data from this form rather than using escalation? Thanks Ravi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Application-Delete-Query-Entry gives errors
I believe you have to use the Request ID field with this command. Since you are not providing that, you get the entry error. Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 29, 2008 1:52 PM To: arslist@ARSLIST.ORG Subject: Application-Delete-Query-Entry gives errors ** We are running an escalation nightly that runs this command: Application-Query-Delete-Entry SHR:TmpMessages (( 'Status' = Sent) AND ( 'Send Time' != $NULL$ )). The effect is to clear a form that contains records accumulated during the day, but which are no longer needed. Running this creates thousands of entries in the arerror.log file (roughly, but not exactly, equivalent to the number of records in the form) that say this: Thu May 29 10:31:45 2008 390603 : Entry does not exist in database (ARERR 302). There are no errors that show up in the api or sql logs, and the records DO get deleted. Any idea why these errors appear? I'm kinda stumped as to where else to look for a cause. Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Application-Delete-Query-Entry gives errors
True-but as Fred mentioned, you are calling the full delete for every record. If you put the qualification in the Run If and delete them using request id and Application-Delete-Entry, it may solve your problem. Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 29, 2008 2:07 PM To: arslist@ARSLIST.ORG Subject: Re: Application-Delete-Query-Entry gives errors ** No, that's on Application-Delete-Entry. The syntax for Application-Query-Delete-Entry is Application-Query-Delete-Entry form qualification_string. Rick On Thu, May 29, 2008 at 12:57 PM, Craig Carter [EMAIL PROTECTED] wrote: ** I believe you have to use the Request ID field with this command. Since you are not providing that, you get the entry error. Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 29, 2008 1:52 PM To: arslist@ARSLIST.ORG Subject: Application-Delete-Query-Entry gives errors ** We are running an escalation nightly that runs this command: Application-Query-Delete-Entry SHR:TmpMessages (( 'Status' = Sent) AND ( 'Send Time' != $NULL$ )). The effect is to clear a form that contains records accumulated during the day, but which are no longer needed. Running this creates thousands of entries in the arerror.log file (roughly, but not exactly, equivalent to the number of records in the form) that say this: Thu May 29 10:31:45 2008 390603 : Entry does not exist in database (ARERR 302). There are no errors that show up in the api or sql logs, and the records DO get deleted. Any idea why these errors appear? I'm kinda stumped as to where else to look for a cause. Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Application-Delete-Query-Entry gives errors
Absolutely it would be more efficient and I agree that is preferred-the trick is to figure out a way to simply call it once versus for every record in the table. As mentioned previously, you could enable your escalation against a one record table used specifically to issue single commands like this against other tables but there should be a way to handle this within the same table. It is interesting that it appears to work on all of your other servers though without any problem so perhaps there is something set up to handle this situation? Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 29, 2008 2:34 PM To: arslist@ARSLIST.ORG Subject: Re: Application-Delete-Query-Entry gives errors ** As I understand it, using the call I'm using, (Application-Query-Delete-Entry) is more efficient for multiple deletes than Application-Delete-Entry. I haven't tested that, but it seems to make sense. It is like deleting a list of entries on your screen at once instead of one at a time. At very least, it should cut out the GLE call to refresh the entry list after each delete. Rick On Thu, May 29, 2008 at 1:19 PM, Craig Carter [EMAIL PROTECTED] wrote: ** True-but as Fred mentioned, you are calling the full delete for every record. If you put the qualification in the Run If and delete them using request id and Application-Delete-Entry, it may solve your problem. Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 29, 2008 2:07 PM To: arslist@ARSLIST.ORG Subject: Re: Application-Delete-Query-Entry gives errors ** No, that's on Application-Delete-Entry. The syntax for Application-Query-Delete-Entry is Application-Query-Delete-Entry form qualification_string. Rick On Thu, May 29, 2008 at 12:57 PM, Craig Carter [EMAIL PROTECTED] wrote: ** I believe you have to use the Request ID field with this command. Since you are not providing that, you get the entry error. Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 29, 2008 1:52 PM To: arslist@ARSLIST.ORG Subject: Application-Delete-Query-Entry gives errors ** We are running an escalation nightly that runs this command: Application-Query-Delete-Entry SHR:TmpMessages (( 'Status' = Sent) AND ( 'Send Time' != $NULL$ )). The effect is to clear a form that contains records accumulated during the day, but which are no longer needed. Running this creates thousands of entries in the arerror.log file (roughly, but not exactly, equivalent to the number of records in the form) that say this: Thu May 29 10:31:45 2008 390603 : Entry does not exist in database (ARERR 302). There are no errors that show up in the api or sql logs, and the records DO get deleted. Any idea why these errors appear? I'm kinda stumped as to where else to look for a cause. Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Q: Underlying Specifics - Data Connection
We've been experiencing an intermittent connection error for the past couple of years and it is something we really need to try to resolve. By intermittent, the application works great for everyone most of the time but occasionally, the following error pops up: Unable to set up a data connection, which is preventing the application from working correctly. (ARERR 9351) We're behind some firewalls and this pops up in a browser session while performing a save and/or performing a retrieval of information. Our midtier is located a couple thousand miles away from our database server and the midtier and database are set to use a specific port. Our assumption is that at that moment, there is a brief connectivity problem that causes this-especially since it appears more often at certain offsite locations that at others. We have submitted a ticket to BMC since the error guide simply adds An internal error occurred during a back channel request from the browser to the mid tier server. I'm basically looking for anyone who might have more information on what underlying problem would cause this specific message? What kind of back channel request? It is related to something specific that we could possible code around? Any ideas are appreciated. I'll be turning on all of the logs and looking for an answer but wanted to tap the combined expertise for possible remedies... ARS 7.0.1 P5 Windows Server 2003 ServletExec 5 AS Java 1.5.0_15 SQL Server 2005 Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Q: Underlying Specifics - Data Connection
Using Midtier v7.0.1 P5 as listed below (database and midtier on same version). Majority of users are using Internet Explorer 7. The additional info in the error guide seems to indicate a problem between the user's web browser and the midtier and not between the midtier and database. I'm having them clear their cache, cookies, forms, etc, and checking their Java settings and Objects. Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Thursday, May 01, 2008 6:42 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Underlying Specifics - Data Connection Are you using Mid Tier 7.1 Patch 002? What browser are your users using? Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, May 01, 2008 8:34 AM To: arslist@ARSLIST.ORG Subject: Q: Underlying Specifics - Data Connection ** We've been experiencing an intermittent connection error for the past couple of years and it is something we really need to try to resolve. By intermittent, the application works great for everyone most of the time but occasionally, the following error pops up: Unable to set up a data connection, which is preventing the application from working correctly. (ARERR 9351) We're behind some firewalls and this pops up in a browser session while performing a save and/or performing a retrieval of information. Our midtier is located a couple thousand miles away from our database server and the midtier and database are set to use a specific port. Our assumption is that at that moment, there is a brief connectivity problem that causes this-especially since it appears more often at certain offsite locations that at others. We have submitted a ticket to BMC since the error guide simply adds An internal error occurred during a back channel request from the browser to the mid tier server. I'm basically looking for anyone who might have more information on what underlying problem would cause this specific message? What kind of back channel request? It is related to something specific that we could possible code around? Any ideas are appreciated. I'll be turning on all of the logs and looking for an answer but wanted to tap the combined expertise for possible remedies... ARS 7.0.1 P5 Windows Server 2003 ServletExec 5 AS Java 1.5.0_15 SQL Server 2005 Craig Carter Software Engineer, RSP __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please consider the environment before printing this e-mail. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Q: Underlying Specifics - Data Connection
Thanks for the response Sean, We are not running any load balancers. We have two configurations but the error occurs on both: Web Server A (IIS 6, asp pages) Web Server B (IIS 6, ServletExec, Midtier) Firewall Database Server Web Server A (IIS 6, asp pages, ServletExec, Midtier) Firewall Database Server This occurs even in the second example where everything resides on the same web server. I don't believe the firewall is a problem since both of these configurations work fine for the majority of people. They will be using only one of the above during their session (no crossover). The Remedy forms are running inside of iframes within asp wrapper pages so people access the web site pages via IIS and those asp pages call the Remedy content either via direct ViewFormServlet calls or jsp redirect files within the iframes. It may be a problem between IIS and ServletExec though and it gives me something else to look at. I may also have to consider testing with a different Servlet. I'm not sure I understand what you mean by connecting directly to ServletExec since it resides within IIS on the default site? I'm no IIS expert so any recommendations on what settings to look at/tweak would be helpful. Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Garrison, Sean (Norcross) Sent: Thursday, May 01, 2008 7:33 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Underlying Specifics - Data Connection Is all this running on one server or do you have multiple Servlet Exec servers or IIS Servers? Are you running anything like this: Web Server A Servlet Exec A Firewall --Load Balancer-- Firewall --Load Balander Web Server B Servlet Exec B If you do Web Server A could have a session to Servlet Exec A and then magically switch to B in the middle of a transaction and cause this error to occur. If I understand right this error has to do with the connectivity between the Web Server and the JSP Engine whatever that might be (in your case it is Servlet Exec). There may be a timeout setting on your web server that is causing this issue to occur. If you connect directly to Servlet Exec then you probably won't get this error. I am assuming you are running Apache or IIS for you web server ... so it may be a timeout setting on the connection between the web server and servlet exec. Hope that helps ... Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, May 01, 2008 8:34 AM To: arslist@ARSLIST.ORG Subject: Q: Underlying Specifics - Data Connection ** We've been experiencing an intermittent connection error for the past couple of years and it is something we really need to try to resolve. By intermittent, the application works great for everyone most of the time but occasionally, the following error pops up: Unable to set up a data connection, which is preventing the application from working correctly. (ARERR 9351) We're behind some firewalls and this pops up in a browser session while performing a save and/or performing a retrieval of information. Our midtier is located a couple thousand miles away from our database server and the midtier and database are set to use a specific port. Our assumption is that at that moment, there is a brief connectivity problem that causes this-especially since it appears more often at certain offsite locations that at others. We have submitted a ticket to BMC since the error guide simply adds An internal error occurred during a back channel request from the browser to the mid tier server. I'm basically looking for anyone who might have more information on what underlying problem would cause this specific message? What kind of back channel request? It is related to something specific that we could possible code around? Any ideas are appreciated. I'll be turning on all of the logs and looking for an answer but wanted to tap the combined expertise for possible remedies... ARS 7.0.1 P5 Windows Server 2003 ServletExec 5 AS Java 1.5.0_15 SQL Server 2005 Craig Carter Software Engineer, RSP __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Q: Underlying Specifics - Data Connection
Hi Axton, This is actually all https and the web site is anonymous access (standard IUSR account) so ServletExec should be available to any request. Wouldn't all requests to ServletExec come through using the standard https protocol? Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Thursday, May 01, 2008 8:13 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Underlying Specifics - Data Connection Also, anything that blocks an http request to servlet x will cause this error. I've seen this happen when an xss plugin on the web server disallowed certain requests. Axton Grams On Thu, May 1, 2008 at 9:33 AM, Garrison, Sean (Norcross) [EMAIL PROTECTED] wrote: ** Is all this running on one server or do you have multiple Servlet Exec servers or IIS Servers? Are you running anything like this: Web Server A Servlet Exec A Firewall --Load Balancer-- Firewall --Load Balander Web Server B Servlet Exec B If you do Web Server A could have a session to Servlet Exec A and then magically switch to B in the middle of a transaction and cause this error to occur. If I understand right this error has to do with the connectivity between the Web Server and the JSP Engine whatever that might be (in your case it is Servlet Exec). There may be a timeout setting on your web server that is causing this issue to occur. If you connect directly to Servlet Exec then you probably won't get this error. I am assuming you are running Apache or IIS for you web server ... so it may be a timeout setting on the connection between the web server and servlet exec. Hope that helps ... Thanks, Sean From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, May 01, 2008 8:34 AM To: arslist@ARSLIST.ORG Subject: Q: Underlying Specifics - Data Connection ** We've been experiencing an intermittent connection error for the past couple of years and it is something we really need to try to resolve. By intermittent, the application works great for everyone most of the time but occasionally, the following error pops up: Unable to set up a data connection, which is preventing the application from working correctly. (ARERR 9351) We're behind some firewalls and this pops up in a browser session while performing a save and/or performing a retrieval of information. Our midtier is located a couple thousand miles away from our database server and the midtier and database are set to use a specific port. Our assumption is that at that moment, there is a brief connectivity problem that causes this-especially since it appears more often at certain offsite locations that at others. We have submitted a ticket to BMC since the error guide simply adds An internal error occurred during a back channel request from the browser to the mid tier server. I'm basically looking for anyone who might have more information on what underlying problem would cause this specific message? What kind of back channel request? It is related to something specific that we could possible code around? Any ideas are appreciated. I'll be turning on all of the logs and looking for an answer but wanted to tap the combined expertise for possible remedies... ARS 7.0.1 P5 Windows Server 2003 ServletExec 5 AS Java 1.5.0_15 SQL Server 2005 Craig Carter Software Engineer, RSP __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Underlying Specifics - Data Connection
Thanks-I was just getting ready to turn max logging on and see what I could find. I can't duplicate it myself so I have to rely on someone else to run the test each time I tweak something. We don't have any large menus but there are some queries happening to pull back the request id, etc. The weird thing is this only happens to some of the people some of the time and works perfectly fine for others using the same exact workflow and forms (including me) which makes it real hard to nail down. Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, May 01, 2008 8:40 AM To: arslist@ARSLIST.ORG Subject: Re: Underlying Specifics - Data Connection Craig, I was receiving this error in a very specific repeatable situation on 7.1 (no patch) when pulling up a search menu with 2k records in it, it worked fine in the client, but Mid-Tier gave this error when we tried to open the menu. Support had me turn on servlet logs in the mid-tier config and found errors when calling a specific servlet, etc, etc, blah blah, they eventually provided Patch 2 (server, not mid-tier) that 'fixed' this issue, but by then I had engineered around the problem, so I haven't experienced it since, I doubt that it's your issue, but thought I would chime in..:) From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Thursday, May 01, 2008 6:34 AM To: arslist@ARSLIST.ORG Subject: Q: Underlying Specifics - Data Connection ** We've been experiencing an intermittent connection error for the past couple of years and it is something we really need to try to resolve. By intermittent, the application works great for everyone most of the time but occasionally, the following error pops up: Unable to set up a data connection, which is preventing the application from working correctly. (ARERR 9351) We're behind some firewalls and this pops up in a browser session while performing a save and/or performing a retrieval of information. Our midtier is located a couple thousand miles away from our database server and the midtier and database are set to use a specific port. Our assumption is that at that moment, there is a brief connectivity problem that causes this-especially since it appears more often at certain offsite locations that at others. We have submitted a ticket to BMC since the error guide simply adds An internal error occurred during a back channel request from the browser to the mid tier server. I'm basically looking for anyone who might have more information on what underlying problem would cause this specific message? What kind of back channel request? It is related to something specific that we could possible code around? Any ideas are appreciated. I'll be turning on all of the logs and looking for an answer but wanted to tap the combined expertise for possible remedies... ARS 7.0.1 P5 Windows Server 2003 ServletExec 5 AS Java 1.5.0_15 SQL Server 2005 Craig Carter Software Engineer, RSP __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ?*? Mid-Tier Redirect
Matt, We do this all of the time and it takes you directly to the form after logging in (ARS 7.0.1P5, MSSQL 2005). If there is something wrong with your URL, you will get redirected back to the home page. Make sure your ViewFormServlet parameters are all correct and that the form name is correct. We have our Home Page disabled in the midtier but I've never noticed that making a difference in the past. Are you simply opening the form in submit mode or are you passing the eid parameter to a specific entry in query/modify mode? Are you passing the mode parameter? Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, April 28, 2008 12:13 PM To: arslist@ARSLIST.ORG Subject: Re: ?*? Mid-Tier Redirect As always: ARS 7.0.01 patch 003 MSSQL 2005 ITSM 7 Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Monday, April 28, 2008 2:12 PM To: arslist@ARSLIST.ORG Subject: ?*? Mid-Tier Redirect ** Hi List, We're having a problem with direct URLs in e-mail. For instance, if one of our apps sends out a URL with a direct link to a form entry, the user will get bounced back to the login page (as they should) but after they login they are taken to the home page rather than the URL they had intended. Are there any workarounds for this that would allow them to continue on to the URL they clicked after login? Thanks, Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Configuring JSpell with Mid-Tier 7.0.1 Patch 6
We found the same problem when implementing it for the first time--the spelling
of the function name was wrong and needed to be changed to jspellcheck() as
you noted. I'm amazed that hasn't been fixed.
We're on v7.0.1 P5 with ServletExec and we haven't noticed the problem with it
not using the correct text but we haven't looked for this specific problem. We
have noticed it doesn't seem to work properly if you have more than one midtier
and are trying to call it from the other midtier server. The form pops up and
looks correct but the buttons don't function, etc. As long as it is hosted on
the same server, it works fine.
We're also looking at a way to make the header code dynamic so we don't have to
have the URL hard-coded (due to the problem above). Storing the file on the
server and including it somehow would be nice. If anyone has figured out a way
to dynamically change the header code stored in the Remedy form, please share.
Craig Carter
Software Engineer, RSP
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of sumeetdas
Sent: Tuesday, April 01, 2008 10:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configuring JSpell with Mid-Tier 7.0.1 Patch 6
All,
I finally got this fixed. I am on ARS and MT 7.1
As per the documentation, the function is called spellcheck() but I
scanned thru the jspell.js file and was unable to locate that
function.
It seems that in the future versions OR in the non-IIS versions of the
Java HTML, the function is called jspellcheck().
Another thing which i noticed was that, JSpell worked fine for records
which had been saved. It also works fine for records which have been
modified and not yet saved. But for some reason, once you save the
record, the text field reverts back to the incorrect text field.
e.g. I have text field called Description and has the text I like. I
modify that recrod [and not Save] and change the text to I like wrld
and hit my custom spellcheck button. JSpell is invoked and it corrects
the word wrld to world in the text area.
However, once I save that record, I like wrld is written to the
database.
Has any one of you faced this issues [if its even an issues] ?
Regards,
Sumeet Das
On Apr 1, 11:24 pm, sumeetdas [EMAIL PROTECTED] wrote:
Hi,
I tried all the above steps but i keep on getting the Caught
Exception: Object expected
Using various alert functions, I can see that the OurSpellCheck
function is called and it traverses thru till the spellcheck() is
called. and that is when I get the Exception error.
any pointers.. or alternative mechanisms to use the spellcheck() would
be helpful...
On Feb 11, 2:19 pm, Timothy Powell [EMAIL PROTECTED]
wrote:
Here's what we did to get it to work for multiple fields on the same form:
ARS 6.3 with MT 7.0 Patch 2
1) Using at least a 6.3 Admin Tool, on the form where we wanted to check the
spelling.
Go to the Form/Current View/Properties and the Appearance tab.
Add the following to the web header portion:
script language=JavaScript
src=http://servername/jspellhtml2k4/jspell.js;/script
script language=JavaScript
!--
var fieldsToCheck=new Array();
function ourSpellCheck(fieldName)
{
fieldsToCheck=new Array();
fieldsToCheck[fieldsToCheck.length]=fieldName;
spellcheck();
}
function getSpellCheckArray() {
return fieldsToCheck;}
//--
/script
form name = Helpdesk
2) On the web footer we added the following:
/form
3) We created a button on our form for each field we wanted to check.
4) We added an active link for each field we wanted to check.
The AL fires on click of the button created in 3 above.
Run If: $CLIENT-TYPE$ = 9
If Action: Run Process
Command Line: javascript
ourSpellCheck('document.yourformname.aridxxx')
NOTE: xx = the arid of the field you want to check
5) In JSpell, on the popup.html form, we added the following line:
body onload = window.focus()
HTH,
Tim
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Latter, Kris
Sent: Monday, February 11, 2008 1:30 PM
To: [EMAIL PROTECTED]
Subject: Configuring JSpell with Mid-Tier 7.0.1 Patch 6
**
Hello,
I'm having an issue in trying to setup the JSpell program that has been
recommended on this list with: (Server, Admin Tool, and Mid-Tier all 7.0.1
Patch 6) in order to provide spell-checking on a specific form.
I am wondering if anyone else has successfully setup this program and
implemented it with Mid-Tier.
Here is what I have done so far:
- Placed the jspellhtml2k4.war file into my Tomcat-webapps directory
and was able to test the spell checker successfully
withhttp://hostname/jspellhtml2k4/test.html
- Loaded the form I wanted to implement spell-checking with in the
admin tool and clicked on EDIT WEB HEADER CONTENT and added the header
content specified by the help file
Q: RPC Bind Error (Search Menus Only)
Has anyone encountered a problem where you receive RPC Bind errors when opening a search menu attached to a character field but everything else works fine? When accessing forms, workflow, and data via the Midtier, everything works fine except for menus (search type) attached to character fields. It's also only doing this on one server and they work fine when accessed via Remedy User. I don't see any differences in the server configuration settings between this server and the other two running the same versions. ARS/Midtier V7.0.1 P5 SQL Server 2005 Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: RPC Bind Error (Search Menus Only)
It's just the standard ARERR 90 and these menus pull back less than 20 records. After further testing, I believe it may be a firewall issue since another midtier server on the inside of the firewall works fine pulling from the same database server. Everything seems to work on the two midtier servers outside of the firewall except those search menus. The menu does work from outside the firewall if accessing these same forms/menus via Remedy User. Since this database server is a new one that was just added to the existing firewall exception, my guess is it may not be entered properly. Does anyone know whether a midtier search-type menu attached to a character field uses an alternate port/process (other than the default port of or whatever is defined between the midtier and database)? I'm not sure why it would but it's real strange everything else appears to work except for those menus. Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Wednesday, March 26, 2008 8:00 AM To: arslist@ARSLIST.ORG Subject: Re: RPC Bind Error (Search Menus Only) I was getting an error...I don't recall if it was an RPC error or not, took forever to figure out...it was only happening when there were ~ 2000 records returned. I opened a support ticket and they supposedly fixed it in 7.1 Patch 2, but I haven't tested to verify. Can you look at your mid-tier logs at the time you get the error and see if it generates an error, that will help me determine if it's the same problem or not From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, March 26, 2008 6:57 AM To: arslist@ARSLIST.ORG Subject: Q: RPC Bind Error (Search Menus Only) ** Has anyone encountered a problem where you receive RPC Bind errors when opening a search menu attached to a character field but everything else works fine? When accessing forms, workflow, and data via the Midtier, everything works fine except for menus (search type) attached to character fields. It's also only doing this on one server and they work fine when accessed via Remedy User. I don't see any differences in the server configuration settings between this server and the other two running the same versions. ARS/Midtier V7.0.1 P5 SQL Server 2005 Craig Carter Software Engineer, RSP __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: attachment pool limit
Check the fields in the attachment pool. You may have a maximum size setting within the attachment pool. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Robinson, Simon Sent: Thursday, March 20, 2008 8:12 AM To: arslist@ARSLIST.ORG Subject: attachment pool limit Hi, I'm currently scratching my head over a problem we are having on our live system relating to attachments on a form. We have a form with an attachment pool and when attaching a zip file of around 1.5MB the user got an error message: ARERR [8703] Bad attachment size. The ar.cfg configuration file (C:\Program Files\AR System\CONF\) has Db-Max- Attach-Size set to 4MB (400 bytes). This setting has been in place for several years, but we think this is the first time anyone has tried to attach a file of this size. We have however been able to attach larger files to our development and test systems. In an attempt to fix this issue, the parameter was changed to 32MB and the Remedy service restarted, but the problem still exists. It looks as though the default attachment size limit for Oracle is still being used, despite a larger value being configured. Does anyone have any experience of anything similar or bright ideas to fix it? Thanks, Simon Environment: AR System Server5.01.02 AR System User 5.01.02 Patch 1261 Operating system for Remedy Server: Windows 2000 Server Database: Oracle 9i This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Read-Only fields in Mid-Tier do not indicate with the traditional silver field background like in the user tool
Just update your standard Midtier style sheet. They are usually all set
to transparent.
\Program Files\AR
System\Mid-Tier\resources\standard\stylesheets\ARSystem.css
We updated ours as follows:
/* Read only state. This makes background input areas normally
* transparent. However because active links can set a read only
* field background colour, we will then get rid of this className
* from the elements if there is a change in the backgroundRO color.
*
*/
div.dfro input.text,
div.dfro input.decimal,
div.dfro input.currency,
div.dfro textarea.text,
div.dfro button.menu {
background:#ee;
}
div.dfro div.radio,
div.dfro label,
div.dfro span {
background:transparent;
}
.
This will give you a nice light gray color for your read-only fields
when displayed via the browser. We didn't update the radio, label, or
span controls because we didn't like the effect but you can tinker with
them to see what you prefer.
//SIGNED//
Craig Carter
Software Engineer, RSP
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Warren Baltimore
Sent: Monday, March 17, 2008 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Read-Only fields in Mid-Tier do not indicate with the
traditional silver field background like in the user tool
**
You can set the Read Only Field to Disabled. This will allow you to
show a value within the field, and the User can still reference it.
When you need it, just use a Change Field Active Link to set it to
Read-Write.
Warren
On 3/17/08, Tournier, Pascal [EMAIL PROTECTED] wrote:
**
The problem is that by doing so, if I change the state of a field from
read-only to read-write via one workflow (this is what I'm doing a lot
of time) .. this background color change will not be taken into
account...
Regards
Pascal
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Monday, March 17, 2008 5:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Read-Only fields in Mid-Tier do not indicate with the
traditional silver field background like in the user tool
Create a single AL that you attach to all of your forms on Window Open
The AL should have a Run-If of$CLIENT-TYPE$ = 9
and it should have a Run-Process Action of SET-RO-COLOR 224, 224, 224
Fred
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tournier, Pascal
Sent: Monday, March 17, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Read-Only fields in Mid-Tier do not indicate with the
traditional silver field background like in the user tool
Hi,
We have recently migrated to Remedy ARS version 7.0.1 and wanted to go
to the Web access interface via Mid-tier, the problem is that Read-only
fields in Mid-Tier do not indicate as such with the traditional silver
field background, how can I make my Read-only fields appear as
Read-only? Also, I may not necessarily set read-only fields statically,
but rather change their state from via workflow...this is confusing to
my end users because, visually, they never know what state the field is
in. Honestly I checked the Knowledge but haven't found any good
solution, because honestly I do not want to go create a specific
workflow which change the background color for all of my 100 schema
Thanks
Regards
Pascal
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Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101
The opinions expressed in this e-mail are in no way those of the
University of Washington, or the State of Washington. They are my own.
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Re: SSIS and Large Fields, importing large fields issues
We're on the same exact version of ARS and also on SQL Server 2005. Based on your testing, there are a couple of options: 1. Use OLE DB as the data source for now to get around the problem (actually the preferred connection source according to the class I just took). Downside is it will require you to translate menus, etc. 2. Use ARODBC to pull everything but those large fields. Once that data has been loaded in SSIS, connect again using OLE DB to add those extra large text fields to the data before writing it out. This option gives you the benefit of the ARODBC translations while still being able to work around your problem and get the extra data fields prior to writing the data out. Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Tuesday, March 18, 2008 11:36 AM To: arslist@ARSLIST.ORG Subject: Re: SSIS and Large Fields, importing large fields issues Yes, this refers to SQL Server 2005 Integration Services. We're using ARS 7.01 patch 5. We created several SSIS packages to populate a data warehouse with several Remedy tables (HPD:Helpdesk, CHG:Task, SHR:Audit, etc.) on a nightly basis. These are very simple jobs with no transformations involved. We're using DataReader Source and connecting through the Remedy ODBC driver to get the data, then saving it to a SQL table on our reporting server. For the most part these have worked fine, but we've run into a problem with text fields such as Description, Worklog and Audit Message. When there is too much texts in any of these fields (several paragraphs, not sure of the exact size), the SSIS job simply hangs when selecting the data. The step will turn yellow and the status bar reads [DTS.Pipeline] Information: Execute phase is beginning. But it stays that way until I stop the job. We can select these fields if they contain a small amount of text. But the job chokes when we add a few K of text to those same fields. The text fields are being transferred as DT_TEXT or DT_NTEXT. In terms of the troubleshooting we've done: - The same SELECT statement works fine on the same machine when using MS Access or Crystal Reports, with both apps using the Remedy ODBC driver and same user credentials as the SSIS package. - We've verified that the DataReader Source connection works fine when selecting large text fields from other databases. - We've turned off validation (though the package validates fine) and increased the buffer size in SSIS, with no luck. Logging is no help either. - We've verified we can SELECT the same text fields by querying the T tables directly and not using Remedy's ODBC driver. - We're created the package from scratch on another machine with no luck. At this rate we're sort of dead in the water. Any insights or recommendations would be much appreciated... On Mar 17, 2:32 pm, Gidd [EMAIL PROTECTED] wrote: Mr/Mrs Bird: One can only assume you are speaking of Microsoft SQL Server Integration Services? Can you help us to help you? What version of MS SQL are you using? What version of ARS are you using? Regards...Gidd PS: Claire ... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Monday, March 17, 2008 11:24 AM To: [EMAIL PROTECTED] Subject: SSIS and Large Fields, importing large fields issues We're seeing issues when moving (copying) data to our data warehouse when it comes upon a work log field where there is a LOT of data it hangs, the job never completes. We can cancel it and it doesn't error, it just waits. Anyone seeing this issue with SSIS and custom (Remedy) ODBC drivers. I found this thread that validates that this isn't just our problem. Unfortunately, there is no resolution in the thread or elsewhere that I could find. http://forums.microsoft.com/TechNet/ShowPost.aspx?PostID=1497581Site... Do you have a support contract and contact for Remedy that we could open a ticket with regarding this issue? I would believe that they may have seen this with other customers and may even have an updated driver that works around SSIS's limitations. I'll make an inquiry with Microsoft with regards to this issue and see if there is a workaround within SSIS or a hotfix in the works. If those two paths are dead-ends then there are alternatives outside of SSIS that we could explore using. ____ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text
Re: Splitting an AR 6.x system....
Whenever you restore the database on MS SQL Server, you need to go in immediately (before starting the Remedy services) and update the ARAdmin account in SQL Server and give it dbo privileges to the restored database (whether on 2000 or 2005). We perform the backup/restore process all of the time to bring servers into sync. You should get an authentication error message in the log if you forget to do this because the Remedy server service will not be able to log into the SQL Server. //SIGNED// Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 9:39 AM To: arslist@ARSLIST.ORG Subject: Re: Splitting an AR 6.x system The ARSystem database was moved by using MS/SQL Server Enterprise Manager/Backup and Restore function. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Friday, February 22, 2008 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Splitting an AR 6.x system ** Richard, I think some detail as to how you moved the database would be helpful. Also, please don't forget you ARS and DB information. Thanks, Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 22, 2008 10:54 AM To: arslist@ARSLIST.ORG Subject: Splitting an AR 6.x system One of our Remedy folks has asked me if it's possible to do something that we thought would be easy, but seems not to be - maybe we're missing a step, or ??? Our AR HelpDesk 6.x system is all housed on one server - with the SQL database instance on that server as well. We'd like to split off the SQL database and put it on another server, or leave the SQL instance where it is and move the AR stuff. But, when they tried changing the arconfig file it just caused the whole thing to hang. Is it possible to separate things this way, and if so are there directions/guidelines on what/how they should be doing it? Thanks!. I know not with what weapons World War III will be fought, but World War IV will be fought with sticks and stones. Albert Einstein Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Q: Semi-Colons and Email Addresses in v7.0.1P5?
All, We recently upgraded from v6.3 P22 to v7.0.1P5 and it appears semi-colon separator characters no longer work in Email address lists (CC line). You get the invalid address separator message in the email log. I can leave comma separator equal true in the EmailDaemon.Properties file and change them to commas and they are sent but I would normally turn those off since we are on Exchange and commas are used in the names. Anyone else notice this? Windows Server 2003 Outlook 2003 ARS/Email Engine v7.0.1 P5 SQL Server 2005 //SIGNED// Craig Carter Software Engineer, RSP ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Semi-Colons and Email Addresses in v7.0.1P5?
I just created one and sent it to two people (two in the TO field and two in the CC field both separated by semi-colons). I didn't get any error but only received one copy. Did you try sending anything from the CC field? Perhaps this is only a CC field problem... //SIGNED// Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal Sent: Tuesday, February 19, 2008 1:44 PM To: arslist@ARSLIST.ORG Subject: Re: Semi-Colons and Email Addresses in v7.0.1P5? I just tested this on 7.0.1 patch 5 and it worked for me. Although I did it by manually editing the 'TO' on an existing AR System Email Messages entry and resetting 'Send Message' = Yes. And I'm using SMTP instead of Exchange. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Tuesday, February 19, 2008 1:55 PM To: arslist@ARSLIST.ORG Subject: Q: Semi-Colons and Email Addresses in v7.0.1P5? All, We recently upgraded from v6.3 P22 to v7.0.1P5 and it appears semi-colon separator characters no longer work in Email address lists (CC line). You get the invalid address separator message in the email log. I can leave comma separator equal true in the EmailDaemon.Properties file and change them to commas and they are sent but I would normally turn those off since we are on Exchange and commas are used in the names. Anyone else notice this? Windows Server 2003 Outlook 2003 ARS/Email Engine v7.0.1 P5 SQL Server 2005 //SIGNED// Craig Carter Software Engineer, RSP *** The information contained in this communication is confidential, is intended only for the use of the recipient 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 is strictly prohibited. If you have received this communication in error, please resend this communication to the sender and delete the original message or any copy of it from your computer system. Thank You. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade from 6.3 to 7.1
We upgraded directly from v6.3 P22 to v7.0.1 P5 without any problems at all. We didn't move directly to 7.1 because there were no patches available at the time and we couldn't accept some of the problems in the initial release. We checked with support and they confirmed there was no need to install the base v7.0.1 first so we just ran the v7.0.1 P5 installers against the existing v6.3 P22 database. After a backup, we first upgraded the database in-place from SQL Server 2000 to SQL Server 2005. After another backup, we then upgraded Remedy (ARS, Email Engine, Approval, Assignment, etc). We're running everything on Windows Server 2003. We then built new servers from scratch with Windows Server 2003 Enterprise (they have more than 4GB of memory), SQL Server 2005 Enterprise (they have 8 processors), and ARS 7.0.1 P5. Afterwards, we backed up the database on the old server (now running SQL Server 2005 and v7.0.1 P5) and restored it on the new server. Ended up with new servers and clean installs of the database and Remedy. We're still running CSS 5.x on v7.0.1 P5 without any problems. The only issue we ran into is we had some duplicate login names that we had to update/delete before the upgrade would run. Another annoying item was SQL Server 2005 added some schemas to match the logins when we restored the database but it was easy enough to delete them and recreate the permissions. Otherwise, everything went smoothly. We are not running ITSM or CMDB so I have no idea whether you would have issues with those. I agree you will want to check the compatibility matrix in regards to supported combinations. In regards to DTS-you can still run older DTS packages in SQL Server 2005 even though they replaced it. Perform a Google or Microsoft search and you will find the info. //SIGNED// Craig Carter Software Engineer, RSP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 12:19 AM To: arslist@ARSLIST.ORG Subject: Re: Upgrade from 6.3 to 7.1 Mudit, I am not sure if ARS 7.1 supports MS-SQL 2000. You may need to upgrade to MS-SQL 2005. Please check the compatibility matrix before you take my word for it.. Also I am not sure if Windows 2000 is supported. You may need Windows 2003 SP 2. If you have to upgrade to MS-SQL 2005, make sure you have nothing in your application that uses the SQL DTS services.. DTS has been dropped in MS-SQL 2005. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Mudit Chaudhry Sent: Thursday, February 14, 2008 1:57 AM To: arslist@ARSLIST.ORG Subject: Upgrade from 6.3 to 7.1 ** Folks, We are in process of upgrading ARS from 6.3 to 7.1. Just wanted to get an opinion of people who have done this. Any issues that we should watch out for? Our environment is Windows 2000 OS and MS SQL 2000 database. Thanks Mudit __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine Patch 006
If you are getting the failed to login to MAPI error, this is usually because the Outlook profile was not set up while logged in as the user the service is running under or that login cannot connect to the mail server. The standard authentication error is usually a result of the application service password entered when you installed the Email Engine does not match the application service password in the database. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio Sent: Thursday, February 14, 2008 5:41 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 Thank you Joe, Sorry it was a very late night last night, and I did post my issue prior to digging deeper. Basically we are getting an Authentication Failed error when we try to start the email engine service. We are running out going mail only under MAPI using MS Outlook. Thank you all, Lou -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, February 14, 2008 1:14 AM To: arslist@ARSLIST.ORG Subject: Re: Email Engine Patch 006 Lou, Look up your AR Email Error Message form and see what errors have been written to it since your upgrade.. Also it would help if you could let the list know what OS your Email engine is installed on.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Louis Cobuccio Sent: Wednesday, February 13, 2008 8:37 PM To: arslist@ARSLIST.ORG Subject: Email Engine Patch 006 Hey Gang, I just installed Email Engine Patch 006 for v 7.0.01. I am not receiving emails after installation of the patch. Searching the AR System Email Messages form I see the test email I tried to send, however the Send Message column show Yes instead of Sent or Error. So it looks like I can't connect to the email server, however the configuration looks good. Any thoughts? Thank you Lou ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
I'm not sure that's true... We upgraded to ARS v7.0.1 P5 but are still running CSS 5.0.1 due to heavy customization. Although the support matrix did not list CSS 5.0.1 as compatible with v7, it runs fine and required no changes. There has only been one additional release of CSS so when I inquired, I was told the app was still supported because they support the past two versions--the compatibility matrix didn't list it only because it had not been tested with v7. There was no known reason why it wouldn't work. I believe the apps are independent of the server version and two versions should be supported regardless of the combination. We also have Help Desk v5.6 installed and have no reason to move to ITSM since our only need is for internal support of about 400 people. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Thursday, February 14, 2008 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Correct. The ARS might be 7.x, but if the apps are 5.6, you're off the support matrix for that app. TP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, February 14, 2008 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) I haven't looked at it yet because I have too much on my plate right now as it is, but is it not possible to upgrade to 7.x ARS and keep the existing HPD system? Or are you talking about falling off App as well as ARS support? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Thursday, February 14, 2008 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) LOL - No Carey, but I do support another company which is a small/mid size client. Been with them for years now really and just provide part-time (evening/weekend) as needed support (and upgrades/customizations when necessary). I so agree with what you are saying too and maybe you are right - maybe it's time for me to look for a 5.6 Help Desk 3rd party type of replacement for them, or build something from scratch. I'm petty darn sure that they can upgrade to 7.x ARS for all their custom applications, it's only the Help Desk piece I am concerned with for them. The really good news is that this client has managed to build applications supporting tech support, training, test centers, engineering, RMA and customer facing interfaces all using older ARS technology, all of which have migrated beautifully along the normal ARS upgrade paths (currently at 6x). Then we slapped Help Desk on top of all that a few years ago and everything is relatively flawless. They just don't want to fall off of support and I have a heck of a time trying to see that an upgrade on the Help Desk side is to their benefit given the huge overhead of what it is vs. what they need. Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 9:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them
Re: Worflow to do a Spellcheck via the Web?
We're using the HTML version of JSpell as well. They changed their licensing (no more lifetime support and upgrades with initial purchase) but it's still inexpensive and easy to add to any form. We found support to be sluggish but once you understand it, you won't have much need to contact them. //SIGNED// Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Powell Sent: Wednesday, January 23, 2008 11:51 AM To: arslist@ARSLIST.ORG Subject: Re: Worflow to do a Spellcheck via the Web? We successfully implemented the html version of jSpell. It works very well, and the license costs are not that bad. Support from the jSpell team was excellent. http://www.thesolutioncafe.com/ HTH, Tim Powell From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Garrison, Sean (Norcross) Sent: Wednesday, January 23, 2008 10:35 AM To: arslist@ARSLIST.ORG Subject: Worflow to do a Spellcheck via the Web? ** Does anyone know of a way to do spell checking in Remedy Mid-Tier? Sean __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Resolved: Server Configuration Recommendations
There is a lot more performance tuning to do but it was amazing the difference this made. I was curious why SQL Server wasn't taking advantage of the extra memory on the system. All of this is explained in the SQL Server 2005 online help. Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, January 16, 2008 6:20 AM To: arslist@ARSLIST.ORG Subject: Re: Resolved: Server Configuration Recommendations Bravo Craig. Thanks for posting the solution to the 'net, as many people are running SQL 2k5 with Windows Server 2k3. I hope this will help someone else out as well. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Phil Murnane Sent: Tuesday, January 15, 2008 5:00 PM To: arslist@ARSLIST.ORG Subject: Re: Resolved: Server Configuration Recommendations Thanks, Craig! - Original Message From: Craig Carter [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, January 15, 2008 3:26:19 PM Subject: Resolved: Server Configuration Recommendations I wanted to follow-up and provide some changes I made that had a HUGE impact on performance and resolved the majority of our problem. Although we had 16GB on the system, the majority of it was not being used and performance monitor showed everything was waiting for disk. Average disk queue length was long and the bar never dropped off 100. The SQL Server service had allocated memory/virtual memory up to 1.7 GB but was holding steady at that amount. We're running Windows 2003 Enterprise (32-bit) and the documentation stated SQL Server 2005 will not exceed the virtual memory setting on Windows Server 2003 (32-bit) unless you enable AWE memory allocation. There was also an enable lock pages in memory option that I enabled for the account SQL Server was running under--but it appears this may not be needed unless you are running under Windows 2000 or Windows XP. The setting by default is off in SQL Server 2005. I also updated the Virtual memory settings on the server to system managed which increased it by 800%. After restarting SQL Server, the SQL Server service memory usage dropped from 1.7GB to 130M and the paging file jumped from about 2.6 GB to almost 7 GB. The processors are two to three times busier now but still only averaging about 30%. The physical memory in use jumped by 4 GB and you can tell SQL Server is now going well beyond the virtual server limits and 4GB limits imposed by the operating system. In summary, the database was not being allowed to exceed the virtual memory limits and 4GB operating system limit shared with everything else. Now that is has plenty of breathing room, it's flying right along. There is still a lot of tweaking to do but enabling AWE allocation made a huge difference. Thanks for all your suggestions. If you are running SQL Server 2005 on a Windows Server 32-bit version with more than 4GB, check this option out. Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Q: Server Configuration Recommendations
Perhaps but page 19 of the performance tuning whitepaper recommends 3 times the number of processors for Fast and 5 times the processors for List (24 and 40). We could also have as many as 400 users and also some web users so this is intended to cover future growth. Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng Sent: Tuesday, January 15, 2008 10:29 PM To: arslist@ARSLIST.ORG Subject: Re: Q: Server Configuration Recommendations Is not 24 fast and 40 list an overkill with 80-100 users? -- Jarl On Jan 15, 2008 3:41 PM, Craig Carter [EMAIL PROTECTED] wrote: ** All, We're running into some performance problems recently. I upgraded the server a few days ago (operating system, database, CPUs, memory, queues, etc, and it hasn't helped much. Basically, it takes longer to search and create tickets as more and more people log in (as expected) but the server has plenty of available CPU, plenty of memory, and plenty of bandwidth so it appears there is a bottleneck somewhere. 8 CPUs 16GB Memory Windows Server 2003 Enterprise SQL Server 2005 Enterprise ARS v7.0.1 P5 (CSS and custom apps-no ITSM) 24 Fast, 40 List It flies with about 40 people, becomes sluggish with 80, and gets real slow with 100. I would expect this system to be able to handle a much larger load. Since the running CPU usage and disk usage is fairly low, I'm looking for advice. Everything is currently installed on the same server and on the same drive (although these are raid drives). Is it possible we're seeing contention over disk resources and I/O? Any advice on determining where the bottleneck is or from people administering a large number of users? How much advantage would be gained by running the AR Server on another drive or box separate from the database? Is it reasonable to expect to only get 100 concurrent users (using the WUT) on a server of this size? Looking in the docs and whitepapers but any advice would be helpful since this is impacting us now. Craig Carter __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Q: Email Engine and CPU Usage
Has anyone noticed the Email Engine service grabbing all of the CPUs when running? When the Email Engine is not running, CPU usage stays in a reasonable range (say 40-60%). As soon as it is started, it runs the CPUs up to 90-100% and you see a repeating pattern of maxing the CPUs, then it drops off for a couple of seconds, and then runs back up. As soon as you stop the service, the CPU usage drops back to normal. This happens even when there are no pending send messages in AR System Email Messages form. Running ARS v7.0.1 P5 on Windows Server 2003 Enterprise/SQL Server 2005. Basically curious if this is normal behavior... Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Q: Email Engine and CPU Usage
Actually, it already is and we've been running it like this for over a year (once we passed 100,000 accounts). It's processing the email fine and it starts right up. This is after startup and while it is running. I'll be rebooting the entire server later (off hours) to see if this clears up but I wanted to ask. Currently have it running on private RPC and with the multiple threads option. Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Wednesday, January 16, 2008 10:28 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Email Engine and CPU Usage ** Change this setting to true in the emaildaemon.properties file: com.bmc.arsys.emaildaemon.FetchUserGroupInfoOnDemand=false Specifies whether to fetch the user and group information on demand as opposed to loading all users and groups at startup. The default value for this property is false. If there are many users or groups, you might want to set this property to true to reduce the startup time for email. Axton Grams On Jan 16, 2008 12:19 PM, Craig Carter [EMAIL PROTECTED] wrote: ** Has anyone noticed the Email Engine service grabbing all of the CPUs when running? When the Email Engine is not running, CPU usage stays in a reasonable range (say 40-60%). As soon as it is started, it runs the CPUs up to 90-100% and you see a repeating pattern of maxing the CPUs, then it drops off for a couple of seconds, and then runs back up. As soon as you stop the service, the CPU usage drops back to normal. This happens even when there are no pending send messages in AR System Email Messages form. Running ARS v7.0.1 P5 on Windows Server 2003 Enterprise/SQL Server 2005. Basically curious if this is normal behavior... Craig Carter __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: To be, or not to be? ARS Ver. 7.1
What is the problem you found with Migrator and has it been confirmed? We need to move to v7.1 ASAP but also use Migrator... Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kern, Robert SBA Sent: Monday, January 14, 2008 9:36 AM To: arslist@ARSLIST.ORG Subject: Re: To be, or not to be? ARS Ver. 7.1 Hello Andy, we are currently running on 6.3 and building a new 7.1 system. At the moment we just move data and are not really testing, so can't give you any feedback on testing results ... however, we came across an issue with the Migrator, which is going to be fixed in patch 002 (basically it prevents us from using the Migrator). What I'm saying is that the advantage of going directly to 7.1 is, that it takes longer until it is officially unsupported (7.0 is moving out of support one step earlier, right?). If you ask me, that is one major advantage. Though it also will take us some additional time until we go productive. 2-3 months or so. I'm hoping that 1 or better 2 additional patches will be released by then, and I would not like to or (personally) recommend to go live with such an early release as patch 001. Of course just my personal thoughts. Best greetings, Robert Mit den besten Gruessen/Best regards, Robert Kern VDO Automotive AG SV IO EAD30 Sonderthemen 07 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Q: Server Configuration Recommendations
All, We're running into some performance problems recently. I upgraded the server a few days ago (operating system, database, CPUs, memory, queues, etc, and it hasn't helped much. Basically, it takes longer to search and create tickets as more and more people log in (as expected) but the server has plenty of available CPU, plenty of memory, and plenty of bandwidth so it appears there is a bottleneck somewhere. 8 CPUs 16GB Memory Windows Server 2003 Enterprise SQL Server 2005 Enterprise ARS v7.0.1 P5 (CSS and custom apps-no ITSM) 24 Fast, 40 List It flies with about 40 people, becomes sluggish with 80, and gets real slow with 100. I would expect this system to be able to handle a much larger load. Since the running CPU usage and disk usage is fairly low, I'm looking for advice. Everything is currently installed on the same server and on the same drive (although these are raid drives). Is it possible we're seeing contention over disk resources and I/O? Any advice on determining where the bottleneck is or from people administering a large number of users? How much advantage would be gained by running the AR Server on another drive or box separate from the database? Is it reasonable to expect to only get 100 concurrent users (using the WUT) on a server of this size? Looking in the docs and whitepapers but any advice would be helpful since this is impacting us now. Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Server Configuration Recommendations
Thanks Chad-that is my impression as well. There should be no reason we should be having these performance problems based on the server we just set up. We generate a lot of emails each day and have over 500K tickets but something else is obviously wrong. Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hall Chad - chahal Sent: Tuesday, January 15, 2008 7:58 AM To: arslist@ARSLIST.ORG Subject: Re: Server Configuration Recommendations We've ran over 600 concurrent users on a 2x1.4 GHz with 1 GB of memory without any issues. And that's a system with millions of tickets and over 50,000 emails sent each day on only 20 fast, 20 list, plus some private threads. We have two of these so one doesn't normally carry that load, but it has at times. So I don't think it's the size of your server. Ordinarily I would suggest you split the database out onto its own server. But given how big your current hardware is, and how small your current user base is, I see no need for that just yet. You seem to have plenty of hardware for that size of a system. I would use something like BMC Log Analyzer to analyze your API and SQL logs from a slowdown. That will tell you if you've got long running SQL or API calls, if you have little or no idle time on some threads (queuing), etc. It's available on the BMCDN last time I checked. I believe Misi has a log analysis tool as well at www.rrr.se http://www.rrr.se/ , but I haven't used it myself. If you see that your API calls are big, and your SQL calls are big, you've got a problem with your database. In that case, look at database metrics or hardware metrics to see if you have disk contention problems. Once we tuned our AR Server almost all of our bottlenecks were in the database, and mainly with disk contention. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Tuesday, January 15, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Q: Server Configuration Recommendations All, We're running into some performance problems recently. I upgraded the server a few days ago (operating system, database, CPUs, memory, queues, etc, and it hasn't helped much. Basically, it takes longer to search and create tickets as more and more people log in (as expected) but the server has plenty of available CPU, plenty of memory, and plenty of bandwidth so it appears there is a bottleneck somewhere. 8 CPUs 16GB Memory Windows Server 2003 Enterprise SQL Server 2005 Enterprise ARS v7.0.1 P5 (CSS and custom apps-no ITSM) 24 Fast, 40 List It flies with about 40 people, becomes sluggish with 80, and gets real slow with 100. I would expect this system to be able to handle a much larger load. Since the running CPU usage and disk usage is fairly low, I'm looking for advice. Everything is currently installed on the same server and on the same drive (although these are raid drives). Is it possible we're seeing contention over disk resources and I/O? Any advice on determining where the bottleneck is or from people administering a large number of users? How much advantage would be gained by running the AR Server on another drive or box separate from the database? Is it reasonable to expect to only get 100 concurrent users (using the WUT) on a server of this size? Looking in the docs and whitepapers but any advice would be helpful since this is impacting us now. Craig Carter __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Server Configuration Recommendations
Yes, I've monitored Task Manager extensively and I don't see any memory issues--in fact, we have almost 13GB available. ARSystem grows and decreases as needed but it's not anything significant or continually increasing. I would prefer to leave ARS and the DB on the same server as well. Our midtier server in on another server. Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, January 15, 2008 8:23 AM To: arslist@ARSLIST.ORG Subject: Re: Server Configuration Recommendations I personally tend to disagree with the notion of putting the DB on its own server. I prefer to put ARS and the DB on the same server and Midtier on its own to cut down on the database accesses and updates from having to be accomplished over the network. We have over 2,000 concurrent users, and our performance is outstanding. Considering your performance is slowing with a modest increase in the number of users, I would suspect a memory leak of some sort. Have you looked at RAM consumption in task manager? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Tuesday, January 15, 2008 9:13 AM To: arslist@ARSLIST.ORG Subject: Re: Server Configuration Recommendations ** Thanks Chad-that is my impression as well. There should be no reason we should be having these performance problems based on the server we just set up. We generate a lot of emails each day and have over 500K tickets but something else is obviously wrong. Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Server Configuration Recommendations
Thanks Misi. I've already read the whitepaper and verified all the normal stuff and our network guys verified the connection should be 1GB so I'm leaning towards bad code at this point. I'll check out your guide and start digging through the logs. Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: Tuesday, January 15, 2008 9:27 AM To: arslist@ARSLIST.ORG Subject: Re: Server Configuration Recommendations Hi Craig, I would suggest looking at your applications and how they are designed before throwing more money at your hardware. As suggested, the API+SQL+FLTR+ESCL-logs will show where your server is spending it's energy. It may be a few really bad select-statements that fail to utilize your indexes, but it can just as well be a lot of semi-bad-statements. It is often easy to fix, but may sometimes require significant redesign of your applications. You will find a few key things to look for in the performance tuning presentation I did at UKRUG in 2006: http://rrr.se/doc/rrrukrug2006.pdf Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. We've ran over 600 concurrent users on a 2x1.4 GHz with 1 GB of memory without any issues. And that's a system with millions of tickets and over 50,000 emails sent each day on only 20 fast, 20 list, plus some private threads. We have two of these so one doesn't normally carry that load, but it has at times. So I don't think it's the size of your server. Ordinarily I would suggest you split the database out onto its own server. But given how big your current hardware is, and how small your current user base is, I see no need for that just yet. You seem to have plenty of hardware for that size of a system. I would use something like BMC Log Analyzer to analyze your API and SQL logs from a slowdown. That will tell you if you've got long running SQL or API calls, if you have little or no idle time on some threads (queuing), etc. It's available on the BMCDN last time I checked. I believe Misi has a log analysis tool as well at www.rrr.se http://www.rrr.se/ , but I haven't used it myself. If you see that your API calls are big, and your SQL calls are big, you've got a problem with your database. In that case, look at database metrics or hardware metrics to see if you have disk contention problems. Once we tuned our AR Server almost all of our bottlenecks were in the database, and mainly with disk contention. Chad Hall (501) 342-2650 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Tuesday, January 15, 2008 8:41 AM To: arslist@ARSLIST.ORG Subject: Q: Server Configuration Recommendations All, We're running into some performance problems recently. I upgraded the server a few days ago (operating system, database, CPUs, memory, queues, etc, and it hasn't helped much. Basically, it takes longer to search and create tickets as more and more people log in (as expected) but the server has plenty of available CPU, plenty of memory, and plenty of bandwidth so it appears there is a bottleneck somewhere. 8 CPUs 16GB Memory Windows Server 2003 Enterprise SQL Server 2005 Enterprise ARS v7.0.1 P5 (CSS and custom apps-no ITSM) 24 Fast, 40 List It flies with about 40 people, becomes sluggish with 80, and gets real slow with 100. I would expect this system to be able to handle a much larger load. Since the running CPU usage and disk usage is fairly low, I'm looking for advice. Everything is currently installed on the same server and on the same drive (although these are raid drives). Is it possible we're seeing contention over disk resources and I/O? Any advice on determining where the bottleneck is or from people administering a large number of users? How much advantage would be gained by running the AR Server on another drive or box separate from the database? Is it reasonable to expect to only get 100 concurrent users (using the WUT) on a server of this size? Looking in the docs and whitepapers but any advice would be helpful since this is impacting us now. Craig Carter __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ * The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any
Re: Server Configuration Recommendations
Hi Phil, I believe it is RAID 5 and there is a lot of disk I/O but it doesn't seem to be excessive. What tools do you recommend to evaluate that other than Task Manager? It's a progressive thing-the more that log in, the worse it gets so I'm more inclined to believe we have some excessive database activity. I'm getting tired of getting beat up by the users so I'm looking for any recommendations of things to look for. Good to hear from you, Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Phil Murnane Sent: Tuesday, January 15, 2008 11:08 AM To: arslist@ARSLIST.ORG Subject: Re: Server Configuration Recommendations Craig: What does the server resource utilization look like when you go from 80 to 100 users? Is there lots of paging or some heavy disk I/O? I'm sure you've looked in this direction, but perhaps we can offer a fresh pair of eyes. One thing I've seen kill database performance is if the DB is stored on a RAID 5 volume and there's lots of write activity. If the database starts looking like the bottleneck, this might be something to pursue. FWIW, __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Resolved: Server Configuration Recommendations
I wanted to follow-up and provide some changes I made that had a HUGE impact on performance and resolved the majority of our problem. Although we had 16GB on the system, the majority of it was not being used and performance monitor showed everything was waiting for disk. Average disk queue length was long and the bar never dropped off 100. The SQL Server service had allocated memory/virtual memory up to 1.7 GB but was holding steady at that amount. We're running Windows 2003 Enterprise (32-bit) and the documentation stated SQL Server 2005 will not exceed the virtual memory setting on Windows Server 2003 (32-bit) unless you enable AWE memory allocation. There was also an enable lock pages in memory option that I enabled for the account SQL Server was running under--but it appears this may not be needed unless you are running under Windows 2000 or Windows XP. The setting by default is off in SQL Server 2005. I also updated the Virtual memory settings on the server to system managed which increased it by 800%. After restarting SQL Server, the SQL Server service memory usage dropped from 1.7GB to 130M and the paging file jumped from about 2.6 GB to almost 7 GB. The processors are two to three times busier now but still only averaging about 30%. The physical memory in use jumped by 4 GB and you can tell SQL Server is now going well beyond the virtual server limits and 4GB limits imposed by the operating system. In summary, the database was not being allowed to exceed the virtual memory limits and 4GB operating system limit shared with everything else. Now that is has plenty of breathing room, it's flying right along. There is still a lot of tweaking to do but enabling AWE allocation made a huge difference. Thanks for all your suggestions. If you are running SQL Server 2005 on a Windows Server 32-bit version with more than 4GB, check this option out. Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Q: Disabling Approval Server Assignment Engine
Short of uninstalling, what is the best way to disable the Approval Engine and Assignment Engine? We upgraded to v7.0.1P5 and are not currently using these but they are taking up system resources and in some cases, generating errors in the logs. I assume stopping the Approval Server service and preventing it from starting back up will take care of that one and I'm wading through the documentation now but wanted to see if anyone could offer some advice. Windows Server 2003 ARS 7.0.1P5 SQL Server 2005 Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Q: Disabling Approval Server Assignment Engine
Yep, I noticed a couple of them had # in front of them and figured that was one method but I wasn't sure if that would cover everything. Thanks for the replies... Craig Carter -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, January 11, 2008 9:00 AM To: arslist@ARSLIST.ORG Subject: Re: Q: Disabling Approval Server Assignment Engine Two # characters in specific places in two config files can turn of so much stuff. I think I have just realized the power that a good # (ing) can have. (Sorry.. silly attempt at some Friday Humor. Does anyone have anything that is better?) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Jan 11, 2008 10:31 AM, Axton [EMAIL PROTECTED] wrote: ** Remove approval.so from ar.conf as a plugin Remove the assignment entry from armonitor.conf Axton On Jan 11, 2008 10:21 AM, Craig Carter [EMAIL PROTECTED] wrote: ** Short of uninstalling, what is the best way to disable the Approval Engine and Assignment Engine? We upgraded to v7.0.1P5 and are not currently using these but they are taking up system resources and in some cases, generating errors in the logs. I assume stopping the Approval Server service and preventing it from starting back up will take care of that one and I'm wading through the documentation now but wanted to see if anyone could offer some advice. Windows Server 2003 ARS 7.0.1P5 SQL Server 2005 Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Q: Urgent - user_cache
We're tying to upgrade from 6.3 to 7.0.1 and found we had about 200 duplicate login names in the user form. We modified them and now the cache is out of sync with the user form. I've been trying to run the arreload process but it runs for a long time and doesn't appear to be doing anything. The user_cache has over 500,000 records in it while the base user form currently has about 240,000 records. We did a mass delete of accounts a while back so I expect that is why. What is the fastest way to get the user_cache back in sync with the user and group forms? Is it possible to simply clear the table and then run the arreload command? Would like to finish these upgrades tomorrow but stuck trying to get this problem resolved. Any ideas/assistance would be appreciated since I didn't know this cache existed until about 2 hours ago... SQL Server 2000 ARS 6.3P12 Craig Carter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
