Re: IncidentInterface_Create
My understanding was that the primary purpose of the interface forms and web services was to provide a more stable integration point for custom integrations. It follows the normal interface vs. implementation paradigm. You publish an interface which establishes a contract between your system and others, and change that as little as possible. Then, you can make all the changes you want behind the scenes so long as it doesn't break the contract you have provided (the interface) with external systems. The idea then is that BMC can change the implementation details of that module without having to worry too much about breaking customer integrations if they use the provided interface. In general, my recommendation is to use defined interfaces when possible. That said, I've had numerous problems with that particular interface in ITSM 7.0. In particular there are issues around the Status Reason field. Supposedly they have been fixed somewhere along the line in 7.5 or 7.6, but I can't confirm that. There have been at least two issues with it. The first is that it's required to have a value for certain Status values, but was not included in the web service. The second issue is that something is broken in the Join form or something that causes it not to save the value correctly. It doesn't get completely ignored, but effectively gets ignored. It's aggravating - you'll see the value getting set at one point in the workflow logs, and then you see it unset again later. I remember going through the filter logs and a filter would checked twice to see if it would run. In one case, the Run If would pass, and it would run, the next time it would fail, and so it would not run. This was even though the value of the Status and Status Reason fields had not changed from one test to the next. I finally gave up on it. So, in our case, we use it, and have exposed the Status Reason field, but still have some issues around it. Other than that, it seems to work fine, though. As I said, in general, when an interface is provided I think it is best to use the interface unless you have really good reasons not to. If anything, if there is doubt, I would be looking for reasons NOT to use the interface rather than reasons TO use the interface. I'm not sure that sounds right - I wouldn't actively look for reasons not to use it - the point is, good justification should be in place if you are not going to use the interface. Justification is not required for using the defined interface. Not sure that sounded much better. Oh well... :-) Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Wednesday, June 06, 2012 10:24 AM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create So what you are saying is that I may be assuming competence where none exists? :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Wednesday, June 06, 2012 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create ** LJ i dont think it does all validation we have written lot of filter and filter guides to do validation which we needed Date: Wed, 6 Jun 2012 10:12:56 -0600 From: lj.longwing@mda.mil Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG Hey Ravi, Yes, I'm familiar with the function of the form, but what I'm not aware of is WHY it's needed. Basic information that I have picked up over the years tells me that because of the fact that HD is VERY active link based, there are various business rules that are written and enforced when creating things through the GUI that aren't enforced when creating them through a push to the form itself. This apparently lead to the creation of the interface form to enforce the same business rules at the Filter level, and push it to the incident form when everything is copaseticthe question I'm raising is really 'what does it do'...what sort of validations does it perform that I won't get if I push directly to the incident form itself? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Wednesday, June 06, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create ** LJ , Greetings IncidentInterface_Create act as intermidiate form for landing request to create incident SRM also use this form. webservice HPD_IncidentInterface_Create_WS It works fine in 7604 not sure about 7.57 or previous version Ravi Date: Wed, 6 Jun 2012 11:24:52 -0400 From: jdso...@shyle.net Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG For whatever it may be worth, I recall problems with this form and the WS associated with it in its OTB state - I do not recall which version but
Re: No index on the Name field of BMC.CORE:BMC_BaseElement (7.6.04)
This isn't meant to be a jab at BMC, but I wouldn't question yourself too much when adding indexes that really make sense. I have seen a number of cases where I was pretty much shocked that BMC didn't add an index on a field OOB, because even the OOB functionality didn't work well without it. More often than not I suspect that it was an implementation oversight rather than a conscious decision not to include it. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser Sent: Wednesday, June 06, 2012 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: No index on the Name field of BMC.CORE:BMC_BaseElement (7.6.04) ** Thanks Misi - performance is why I added it last time as well. It just struck me as an important enough field that there should already be an index on it, so I was questioning my understanding of it. Thanks again, Thad On Tue, Jun 5, 2012 at 12:10 AM, Misi Mladoniczky m...@rrr.semailto:m...@rrr.se wrote: Hi, I added that index in my last 7.6.04 project, and it made a really big difference in performance. Best Regards - Misi, RRR AB, http://www.rrr.sehttp://www.rrr.se/ (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.sehttp://rrr.se/. Hello, We are reviewing the customizations we did for CMDB 2.1 in preparation for an upgrade to 7.6.04. Way back when, an index was added on the Name field of BaseElement to improve CI search speeds for our customers. I remember thinking at the time that it was odd that it wasn't already there and I see its still not there for 7.6.04. Which makes me wonder if that is a BMC oversight, or if it is by design and we are misunderstanding the purpose of the Name field and best practices for searching for CIs? Is there a reason we DON'T want to be using that field for searching or any reason that I shouldn't re-add the index? Any thoughts are appreciated. Thanks, Thad (Oracle database if that changes the response somehow) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com/ ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com/ ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com 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 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Changing Support Group Group Names
Doesn't that field actually store the group ID rather than the name? If so, then it _shouldn't_ matter. I customized our suite to make the group names match the support group names (caveat - I'm on an older version of the suite). We were not using any custom row-level security, but otherwise have not seen any issues with the change with the exception that the intermediate form between the support group and group (CTM:SYS-Access Permission Grps, I think) has a 30 character limit on group name length, and CTM:Support Group is 60. We didn't make the one field larger, so that effectively limits our support group names to 30 characters. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso Sent: Tuesday, June 05, 2012 12:59 PM To: arslist@ARSLIST.ORG Subject: Changing Support Group Group Names ARS 764 sp2 Does anyone know if changing the group name on a Group record that is related to a support group would cause issues with ARS/ITSM? We are using row level security (Field 112) on a few forms and having a 10 digit number show in the Assigned Group menu field is difficult to work with. Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com 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 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Configuring Mid-tier for a server group
With our set up, we can do that in a slightly round-about way. We’ve got 2 mid-tier servers and 2 AR servers. They both behind a load balancer. midtier.foo.bar (lb) midtier1.foo.bar midtier2.foo.bar ars.foo.bar (lb) ars1.foo.bar (first server in group) ars2.foo.bar (second server in group) We have the load balancer for ars.foo.bar configured so that traffic from midter1 prefers to go to ars1, and traffic from midtier2 prefers to go to ars2. I can get to whichever backend server I want by hitting the appropriate midtier server directly. When I don’t care which backend server I get (most of the time), I go to the midtier.foo.bar alias and let the load balancer decide. Note that the ars.foo.bar load balancer is configured to fail over to the active server in the case that one of the backend servers is down. So, it prefers a specific server based on the mid-tier server it’s coming from when everything is operating normally, but will failover as appropriate when necessary. Does that make sense? Probably not what you’re looking for, but it’s an option. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta Sent: Wednesday, May 23, 2012 2:22 AM To: arslist@ARSLIST.ORG Subject: Configuring Mid-tier for a server group ** Hi listers, I'm with ARS and midtier 7.5. I have two ARS servers named: a1.contoso.eshttp://a1.contoso.es a2.contoso.eshttp://a2.contoso.es balanced both under address ars.contoso.eshttp://ars.contoso.es I have mid-tier configured only with server ars.contoso.eshttp://ars.contoso.es. But sometimes I want to access to one specific server, for instance when setting ARS Server settings. I currently do it using the user tool. But I want to allow to select it through mid-tier. If I allow the three addresses as valid ARS servers at the mid-tier, I see the entry points lists at Home Page triplicated. What I want is to always work with ars.contoso.eshttp://ars.contoso.es, but if user changes the URL, specifying the name of a real server, then connect directly to this server. Is this possible? How can you do it with versions 7.6.04 and beyond if no user tool is provided? Jose M. Huerta Project Manager Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 [cid:image001.jpg@01CD38C7.B13C5160]http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca [cid:image002.jpg@01CD38C7.B13C5160] http://es-es.facebook.com/pages/SM2-Baleares/158608627954 [cid:image003.jpg@01CD38C7.B13C5160] http://twitter.com/#!/SM2Baleares [cid:image004.jpg@01CD38C7.B13C5160] http://www.linkedin.com/company/sm2-baleares La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com 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 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image001.jpginline: image002.jpginline: image003.jpginline: image004.jpg
Re: Remedy Inbound Email errors Hopefully resolved
The error says that the Email Engine is running out of memory. You probably just need to configure it to allow it to use more memory. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Matthew Perrault Sent: Wednesday, May 02, 2012 9:32 AM To: arslist@ARSLIST.ORG Subject: Remedy Inbound Email errors Hopefully resolved ** I think/hope this is resolved. When We were getting the thread stack errors, it kept mentioning a specific thread Exception in thread ID005056987A2ElBR3TwDI2fEgH_gh java.lang.OutOfMemoryError: Java heap space That ID corresponded to our Incoming Mailbox GUID. We deleted the Incoming mailbox configuration record, and re-created it. And it appears to be working correctly now. I'm wondering/thinking that the _ (underscore) in the GUID may have been causing the issue, but that's just a guess. Thanks, Matt P. _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com 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 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: HTML and Plain Text emails
My experience has been that Remedy (or something in the chain) takes a stab at converting the plaintext messages to HTML and tacks the HTML and BODY tags onto what you put in the notifications form. What I did was just use DIV tags in the notifications: DIV Message content /DIV Then I could put any special formatting in the DIV or whatever is within the DIV. One catch that I found was that the e-mail engine (or something) was set on replacing all newlines in the message content with BR tags. So, something like DIV Message Content /DIV Which in normal HTML would display on a single line gets translated to DIV MessageBR Content /DIV It's a bit annoying and keeps you from formatting your HTML the way you might normally like (it forces you to have less newlines in your HTML text so that the message looks right in the e-mail client), but was still workable. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Davis Sent: Thursday, April 05, 2012 6:48 PM To: arslist@ARSLIST.ORG Subject: HTML and Plain Text emails We modified all of the notifications in SYS:Notification Messages with html tags, bolding field names and a few other things. This works great, except that the people with their email set up to receive in Plain Text format are seeing the html tags in their notifications. The email templates used under AR System Email Templates have the following in them: HTML BODY /BODY /HTML Has anyone tried to do this and if so, how did you accomplish your goal? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com 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 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: HTML and Plain Text emails
Well, that's a good question. I've never verified how it looks, but I have also never received any complaints about the messages. The majority of our customers are viewing their e-mails with Outlook or another HTML capable client, however, so I doubt there are many people that would potentially be affected. Some of that may depend on the e-mail server being used. Exchange for example is capable of giving a plaintext version of an e-mail even if it was sent in HTML. I guess you would have to try it and see... Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Michael S. Davis Sent: Monday, April 09, 2012 12:07 PM To: arslist@ARSLIST.ORG Subject: Re: HTML and Plain Text emails Hi Lyle - How does this show up for those people who view only in plain text? Do they see the html tags? Thanks! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lyle Taylor Sent: Monday, April 09, 2012 2:00 PM To: arslist@ARSLIST.ORG Subject: Re: HTML and Plain Text emails My experience has been that Remedy (or something in the chain) takes a stab at converting the plaintext messages to HTML and tacks the HTML and BODY tags onto what you put in the notifications form. What I did was just use DIV tags in the notifications: DIV Message content /DIV Then I could put any special formatting in the DIV or whatever is within the DIV. One catch that I found was that the e-mail engine (or something) was set on replacing all newlines in the message content with BR tags. So, something like DIV Message Content /DIV Which in normal HTML would display on a single line gets translated to DIV MessageBR Content /DIV It's a bit annoying and keeps you from formatting your HTML the way you might normally like (it forces you to have less newlines in your HTML text so that the message looks right in the e-mail client), but was still workable. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Davis Sent: Thursday, April 05, 2012 6:48 PM To: arslist@ARSLIST.ORG Subject: HTML and Plain Text emails We modified all of the notifications in SYS:Notification Messages with html tags, bolding field names and a few other things. This works great, except that the people with their email set up to receive in Plain Text format are seeing the html tags in their notifications. The email templates used under AR System Email Templates have the following in them: HTML BODY /BODY /HTML Has anyone tried to do this and if so, how did you accomplish your goal? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com 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 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Does arserver need true IP of client instead of proxy IP?
We have mid tiers and our server groups behind virtual IPs and have had no issues because of it. The main drawback that we have seen is in the rare case where we want to know what IP address something came from to try to track something down (e.g., we want to determine where a particular web service call is coming from) - that information just isn't available anymore. That hasn't happened very often, though. So, basically, the AR Server will function fine, but you will lose some information in logs, since you won't know the real IP address something is coming from. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Anderson, Doug Sent: Friday, January 13, 2012 10:37 AM To: arslist@ARSLIST.ORG Subject: Does arserver need true IP of client instead of proxy IP? ** Running ARS 7.1 (yep an oldie but a goodie). Moving to new virtual servers with a proxy model such that arserver would, by default, see an IP address associated with the virtual server backend rather than the client's true IP address. Will that work OK or do we need to configure the virtual server to send the real client IP in another header field if Remedy needs it and can read it from there? (The quotations above are from an email from our server jockey, so I passed along her terminology.) Thanks for any feedback. Doug Anderson Mayo Clinic Rochester, MN _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com 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 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Request for Comments
I agree with the idea of making the applications more loosely coupled. However, I don't know about the idea of versioned interfaces in this context, especially when those are in support of an application that supports a business process. If you have a Change Management process, and you make changes to the process (i.e., go from version 1 of the process to version 2 of the process), you generally do NOT want to support the old version of the process. You generally only want one version of a business process going on at a time, except perhaps for during a transition period. I suppose that might contradict my statements above somewhat... In general, though, I would think that if we move to version 2 of our Change process, we would expect all systems integrating with the Change module to be updated to support the new process rather than calling an older version of the interface that didn't support the new process. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Tuesday, November 01, 2011 5:59 PM To: arslist@ARSLIST.ORG Subject: Request for Comments ** This is more a high level discussion and is concept/design oriented. Please feel free to chime in with your thoughts. I look forward to the collective wisdom of this list. I is my hope that a a constructive discussion can happen around this subject and the powers that be can gain insight gleaned from the discussion. First, a little background. I was in the Help Desk/ITSM space, left that arena for a few years, and have since returned. After working with the ITSM application for a few short months I am realizing how tightly ingrained these applications are with one another (incident, problem, asset, change, cmdb, etc.). The tightly coupled integrations make certain tasks exceedingly difficult, for example: - using an outside system for change management (or any other process, for that matter) - upgrading a single application in the stack (e.g., change management) - integrating outside applications with the ITSM applications Non-remedy or custom remedy applications are unable to easily or effectively communicate with the ITSM applications in the same way that the ITSM applications communicate with one another. Even different versions of the applications are unable to effectively communicate. Consider that each application facilitates a well defined process. Each process has inputs, outputs, and actions. The ITSM applications could have (and leverage, internally) interfaces to communicate their inputs and inputs, outputs, and actions. Java Interfaces are an implementation of this design pattern that are a prime example of the flexibilities that this can afford. Interfaces form a contract between the class and the outside world... -- http://download.oracle.com/javase/tutorial/java/concepts/interface.html Interfaces can be versioned (e.g., 'Create Incident' interface version 1 supports a field ,Priority; 'Create Incident' interface version 2 supports a new field, Urgency, etc.). By creating an interface (i.e., a contract) and back-end instrumentation to implement the interface, applications could be upgraded independent of one another; all the communicating components need to know is the version of the interface and that dictates the capabilities of said interface. With this idea, I am borrowing from the approach that many of the SOA stacks are implementing: One the most popular approaches for dealing with changes is versioning. Versioning assumes simultaneous existence of multiple (different) implementations of the same thing, with every implementation distinguishable and individually addressable. In the case of SOA, service versioning equates to coexistence of multiple versions of the same service, which allows each consumer to use the version that it is designed and tested for (see Figure 1). In this case, a new version of a service is created based on the requirements of one or more consumers, which can start using this new version immediately. The other consumers of this service do not need to switch to using the latest version immediately, but can continue to use the versions of the service they were designed for and tested with. They can switch to the latest version of service, based on their own development and testing schedule. Multiple coexisting versions of the same service in the system allows for the independent life cycles of services and their consumers and minimizes the overall impact of the introduction of changes. Although the necessity of such versioning mechanism may be obvious to anyone who has ever dealt with services, this topic still has not penetrated the mainstream of SOA publications and implementations. -- http://msdn.microsoft.com/en-us/library/bb491124.aspx#jour11version_topic3 A few key concepts here: - Interfaces and versioning - Well defined interfaces - Interface life-cycle (e.g., the
Re: Request for Comments
Yes, I can see that. I see the benefit in testing new processes with a subgroup, and that would mean you've got multiple versions of the process (and likely interface) in use for a limited period. I suppose so long as you keep it well controlled and defined (lifecycle), as Axton stated in his response to my post, you may be OK. I think that would likely complicate things at a system level, as the system is usually designed to support a process. For example, we have decided that these fields are now required whereas they weren't in the previous version of the process. That might necessitate a change in the interface. If you wanted to be able to use both the new and the old interface, the system needs to be able to accommodate the transition in process (fields being required or not) and not just the current process (which seems to be usually the case). That makes building/configuring the system more complicated. However, to your point, big bang switchovers are complicated and risky as well. For large processes, the extra effort spent in the system to support the smooth/incremental transition may mean less overall risk, time and cost in the process transition. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Wednesday, November 02, 2011 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: Request for Comments ** Lyle, I have found the opposite to be the case. You desperately want multiple versions to run at the same time (not forever - most likely) but yes for a transitionary time. It radically reduces change mgmt headaches. For one -- you can test the new process with a subset of your change world. That alone has huge benefits. If it does not work -- you can roll back easily. Right now -- we have no option but these massive cutovers -- which are risky, timely, expensive and problematic. Unfortunately -- these big cutovers are the norm - so they are accepted. But -- thinking differently -- they really are an optional approach. Multi-version live processes are the 'cats meow'. -John On Nov 2, 2011, at 11:21 AM, Lyle Taylor wrote: ** I agree with the idea of making the applications more loosely coupled. However, I don't know about the idea of versioned interfaces in this context, especially when those are in support of an application that supports a business process. If you have a Change Management process, and you make changes to the process (i.e., go from version 1 of the process to version 2 of the process), you generally do NOT want to support the old version of the process. You generally only want one version of a business process going on at a time, except perhaps for during a transition period. I suppose that might contradict my statements above somewhat... In general, though, I would think that if we move to version 2 of our Change process, we would expect all systems integrating with the Change module to be updated to support the new process rather than calling an older version of the interface that didn't support the new process. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Tuesday, November 01, 2011 5:59 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Request for Comments ** This is more a high level discussion and is concept/design oriented. Please feel free to chime in with your thoughts. I look forward to the collective wisdom of this list. I is my hope that a a constructive discussion can happen around this subject and the powers that be can gain insight gleaned from the discussion. First, a little background. I was in the Help Desk/ITSM space, left that arena for a few years, and have since returned. After working with the ITSM application for a few short months I am realizing how tightly ingrained these applications are with one another (incident, problem, asset, change, cmdb, etc.). The tightly coupled integrations make certain tasks exceedingly difficult, for example: - using an outside system for change management (or any other process, for that matter) - upgrading a single application in the stack (e.g., change management) - integrating outside applications with the ITSM applications Non-remedy or custom remedy applications are unable to easily or effectively communicate with the ITSM applications in the same way that the ITSM applications communicate with one another. Even different versions of the applications are unable to effectively communicate. Consider that each application facilitates a well defined process. Each process has inputs, outputs, and actions. The ITSM applications could have (and leverage, internally) interfaces to communicate their inputs and inputs, outputs, and actions. Java Interfaces are an implementation of this design pattern that are a prime example of the flexibilities
Re: Request for Comments
I guess my thought was that the interface and process will be closely related for some things, and that the interface generally needs to match (or be compatible with) the process in use. If a change in process necessitates a change in the interface, then, by definition, the old interface is no longer compatible with the new process, so it wouldn't be valid to call the old interface as you moved into the new process. However, if we take an incremental (not big bang) transition approach as suggested by John, then that would work with the lifecycle management of the interfaces to transition applications to the new interface over a period of time. I would expect that you would not want to support the last X interface versions, though, since you ultimately would want the interfaces to stayed synched up with the process. That would mean that you would generally only support one version of the interface except during transition periods, where you support 2 versions, but only during the transition period. In some cases, it may be possible to leave the old interface in place while trying to account for the differences between the old and the new one behind the scenes in the system. For example, if you've added new fields, perhaps there are reasonable defaults that could be applied if the old interface was called instead of the new one. Where that is possible, you could then have multiple interfaces for an extended period of time. However, certain process changes may require that only the current version of the interface be used after the transition period. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Wednesday, November 02, 2011 10:28 AM To: arslist@ARSLIST.ORG Subject: Re: Request for Comments ** I don't envision version 2 of a process, just of an interface. Using Change as an example, interfaces could include things like: - Create a Change Request - Resolve a Change Request - Get Change Request details - Relate something to a Change Request Version 1 may support some set of attributes for Create a Change Request, whereas version 2 would accommodate some new attributes or it may deprecate some attributes. The change process may change over time in such a way that new interfaces are required, so an interface could be introduced in version X of the application that was not available in previous versions of the application. There is a lifecycle around the management of these interfaces that would have to be defined and adhered to for this to be a reliable approach. Axton Grams On Wed, Nov 2, 2011 at 11:21 AM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: ** I agree with the idea of making the applications more loosely coupled. However, I don't know about the idea of versioned interfaces in this context, especially when those are in support of an application that supports a business process. If you have a Change Management process, and you make changes to the process (i.e., go from version 1 of the process to version 2 of the process), you generally do NOT want to support the old version of the process. You generally only want one version of a business process going on at a time, except perhaps for during a transition period. I suppose that might contradict my statements above somewhat... In general, though, I would think that if we move to version 2 of our Change process, we would expect all systems integrating with the Change module to be updated to support the new process rather than calling an older version of the interface that didn't support the new process. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Tuesday, November 01, 2011 5:59 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Request for Comments ** This is more a high level discussion and is concept/design oriented. Please feel free to chime in with your thoughts. I look forward to the collective wisdom of this list. I is my hope that a a constructive discussion can happen around this subject and the powers that be can gain insight gleaned from the discussion. First, a little background. I was in the Help Desk/ITSM space, left that arena for a few years, and have since returned. After working with the ITSM application for a few short months I am realizing how tightly ingrained these applications are with one another (incident, problem, asset, change, cmdb, etc.). The tightly coupled integrations make certain tasks exceedingly difficult, for example: - using an outside system for change management (or any other process, for that matter) - upgrading a single application in the stack (e.g., change management) - integrating outside applications with the ITSM applications Non-remedy or custom remedy applications are unable to easily or effectively communicate with the ITSM
Re: Interfacing with HP Asset Management.
On your second question, yes, HP Asset Manager was Peregrine AssetCenter. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stanley Feinstein Sent: Friday, October 28, 2011 9:36 AM To: arslist@ARSLIST.ORG Subject: Interfacing with HP Asset Management. ** Has anyone interfaced the ITSM Suite applications with HP Asset Management? If so, how did you do it? Do you know if HP Asset Management is the new name for Peregrine AssetCenter? Thanks. Stan Feinstein Project Remedies Inc. w. 310-230-1722. c. 310-428-5748 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com 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 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Group name = 1000000022
We had the same issue in ITSM 7 (ARS 7.1). When I looked into it, it looked like it was designed this way. I modified the filter that pushes entries to the CTM:SYS-Access Permission Grps form to use the support group name instead of the ID for the Permission Group field. That then results in the name being used for the Group name when creating the Group record. I haven't yet seen any issues or drawbacks from that, except that the Permission Group form has a 30 character length limit instead of the 60 that the Support Group Name field on CTM:Support Group has. I didn't change it, so that effectively limits our group names to 30 characters, but it otherwise seems to be OK. That said, this is ITSM 7, not 7.6. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Monday, October 24, 2011 4:06 PM To: arslist@ARSLIST.ORG Subject: ITSM Group name = 100022 Somehow when the consultants loaded the groups from my spreadsheets, they were all given a number instead of a group name. They have the group number in the Group ID field and the Group ID in the Group Name field. The Long Group Name has the full name along with the menu choice -- MH-Technical-Desktop Solutions Will it break anything if I change the 100022 in the Group Name to Desktop Solutions?It looks like all of the vendors are in there the same way as well. Is this a mistake? Should they display the name? Claire ITSM 7.6.04 sp1 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com 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 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Turning off Sandbox for the CMDB
Did you add any custom workflow such as data validation to the CMDB? The Sandbox Create stuff is coming from something in the update process in the sandbox failing and not completing. Any workflow such as validations that stop normal processing will foul that up. The first step in the sandbox process is to create a frame of the existing gold CI, which it names Sandbox Create. It then pulls in the rest of the information and adds the changes that were made by the user. It then reconciles that back into the gold dataset. The big problem is that that set of operations don't happen as a transaction, so if anything fails along the way, you're left with incomplete data, and the reconciliation still runs and pushes that incomplete data back into your gold dataset. I thought they had supposedly fixed that in 7.5. I know that my recommendation for 7.1 (CMDB 2) is to turn it off as it provided no value in most cases and generally caused issues. Not sure how that applies to 7.5, though... Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tricia Sent: Wednesday, September 14, 2011 7:16 PM To: arslist@ARSLIST.ORG Subject: Turning off Sandbox for the CMDB We are facing a major problem with our CMDB (Asset Management 7.5, ARS 7.5). The CIs are being renamed to Sandbox Create at random times. It is happening with great frequency and BMC Support has no idea how to resolve it. We are not using the CMDB with any discovery tools or any data imports. So I am planning on turning off the Sandbox feature. Are there any issue I should be aware of? Has anyone else done this? Thanks Tricia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: materialized View and Remedy View form
I've done it too. However, in my case, I had to first create the table and then put the materialized view on the prebuilt table in order for Remedy to recognize it. It didn't see it if I created a normal materialized view for some reason. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Wednesday, September 14, 2011 7:33 AM To: arslist@ARSLIST.ORG Subject: Re: materialized View and Remedy View form Yes - I've created a view form using the materialized view - didn't have any issues. - Original Message - From: Bhupesh Gupta gupta.bhupesh3...@gmail.com To: arslist@ARSLIST.ORG Sent: Wednesday, September 14, 2011 7:12:06 AM Subject: materialized View and Remedy View form ** Dear All - Can we build an ARS View form over Materialized view ? Have soembody worked on this? -- Regards, Bhupesh Gupta _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 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy Inconsistancy
I griped about this a few years back, too. The answer I got, besides functions as designed is that the approval engine is essentially an independent subsystem. While the ITSM suite uses it, it is not, per se, part of the ITSM suite. As such, it doesn't know about how ITSM stores and works with people but uses the User form instead. That leaves it with only being able to really use the least common denominator for people, which is username. Not sayin' I agree... From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: Thursday, August 25, 2011 9:25 AM To: arslist@ARSLIST.ORG Subject: Remedy Inconsistancy ** I just had to explain to my corporate comptroller and CIO that just because you can add an Approver using that approver's First and Last Name from within a Change ticket, that doesn't mean that you can reassign an approval the same way. I also went ahead and informed the two of them that they cannot create and Alternate Approver record using the alternate's First and Last Name. Why is it that one Approval Central will only recognize login ID? I understand that the Add Approver function on Infrastructure Change uses workflow to find the login ID and pass that to the Approval Engine to correctly build out the new approval. Did the developers of Approval Central not realize that they could have used the same workflow so end-users are not confused by when to use ID vs Name? The least that they could have done is on the reassignment dialog form is have the field label of Approver ID instead of Approver. The same goes for the Alternate Approver form, the label there is Alternate*. There is no workflow to validate that the data being put in these fields is what the system actually needs. Funny thing about reporting this to support is that the answer is Working as Designed. Really?!?! Well I knew that it was working as designed, it's not a bug, it's just poor design! Its fine to have Remedy developers/ admins have to figure out how the system works but to push that headache to a UI where true end-users are impacted. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Plain text/Html text
You mean that you always want Remedy to get the e-mail in plaintext instead of HTML? If you're using exchange, then there is a setting that can be set for the account that Remedy is listening to that tells it you want plaintext instead of HTML. Here are the steps that a person on our mail team put together for me: - When creating an account that is accessed via imap or pop from an application that requires simple text instead of fancy formatting like html, you will need to modify the following setting for the mailbox account. I am using exchange management console to modify the account settings First you will need to find the account in question and select properties. From there you will next need to select Mailbox features. From the list of available features select IMAP4 or/and POP Next de-select the check box for use protocol default Now select Text from the drop down menu. Choose ok and close the properties of the account and you are finished configuring the account to allow plain text imap/pop downloads -- That fixed the issue for us. We have to do it for every account that Remedy listens to to make it work, since recent updates to Exchange pretty much force everything to HTML for some reason. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of S Test Sent: Wednesday, August 10, 2011 9:12 AM To: arslist@ARSLIST.ORG Subject: Plain text/Html text Hi listeners, We have incoming email message to remedy mailbox which takes the incoming email and out as activity to the ticket. Is there setting either on outlook or in ARS forms where I can specify the email should be always plain text and not html Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Error using Remedy 7.1 APIs in VB.Net
Are you building and running your project in Release mode (as opposed to Debug mode)? Always use Release mode - even for debugging. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Opela, Gary L CTR USAF ABW 72 ABW/SCOOA Sent: Thursday, August 04, 2011 1:45 PM To: arslist@ARSLIST.ORG Subject: Error using Remedy 7.1 APIs in VB.Net ** Hello all, I was just wondering if anyone had had the following error before, and if so, then what did you do to resolve it? System.AccessViolationException: Attempted to read or write protected memory. This is often an indication that other memory is corrupt. at evalImpl(tagVARIANT* , tagVARIANT* ) at ARNetToC.API.eval(Object v) at BMC.ARSystem.Server._Eval(Object v) at BMC.ARSystem.Server._performLogin(String methodName, String server, String user, String password, String authentication, String locale, String charSet, Int32 port, String apiCmdLog, String apiResLog, Boolean logInitAndTerm) at BMC.ARSystem.Server.Login(String server, String user, String password, String authentication, String locale, String charSet, Int32 port) at BMC.ARSystem.Server.Login(String server, String user, String password, String authentication) at BMC.ARSystem.Server.Login(String server, String user, String password) I am getting this occasionally. Most days it runs fine, but then very rarely it will start throwing that error on every ticket which I try to create. Below is a snippet of my code: Sub CreateTicket(ByVal id As Integer, ByVal machine_name As String, ByVal collection_name As String, ByVal submitter_user As String, ByVal report_location As String) Dim usrArray() As String = getUsrInfo(submitter_user) Dim asgGroup() As String = GetGroup(submitter_user, usrArray(8), usrArray(3)) Dim scheduledDate As Integer = GetSchedDate() Dim workLog As String = getWorkLog(report_location) Dim formName As String = remedy form Dim server As BMC.ARSystem.Server Dim fieldValues As New BMC.ARSystem.FieldValueList Dim entryID As String = Dim result As String = Dim serverName As String = server name Dim userName As String = login name Dim userPass As String = password server = CreateObject(BMC.ARSystem.Server) fieldValues = CreateObject(BMC.ARSystem.FieldValueList) Try server.Login(serverName, userName, userPass) fieldValues.Item(x) = Submitter fieldValues.Item(x) = Status fieldValues.Item(x) = Priority fieldValues.Item(x) = scheduledDate fieldValues.Item(x) = asgGroup(0) fieldValues.Item(x) = asgGroup(1) fieldValues.Item(x) = Category fieldValues.Item(x) = Type fieldValues.Item(x) = Item fieldValues.Item(x) = Problem Description fieldValues.Item(x) = workLog fieldValues.Item(x) = machine_name fieldValues.Item(x) = usrArray(7) fieldValues.Item(x) = usrArray(0) fieldValues.Item(x) = usrArray(1) fieldValues.Item(x) = usrArray(2) fieldValues.Item(x) = usrArray(3) fieldValues.Item(x) = Other fieldValues.Item(x) = usrArray(5) usrArray(6) Try entryID = server.CreateEntry(formName, fieldValues) If entryID Then 'Update database record updateTicket(id, entryID) End If Catch ex As Exception 'ERROR! log(ex.ToString) server.Logout() End Try server.Logout() Catch ex As Exception 'ERROR! log(ex.ToString) End Try Thanks, Gary Opela, Jr. Remedy Engineer, RSP Certified ITIL V3 Foundations Certified Avaya Phone Support CNI/IT Tinker 72 SC _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Unusual Table Field Qualification Results
Hi All, I have a table field that pulls in the Product Categorization Tier 1-3 fields from PCT:Product Catalog and am seeing weird behavior based on the qualification. I have search qualification fields on the form to help the user narrow down the list of tiers being shown in the table. My Qualification for the table has elements that look something like this: 'Product Categorization Tier 1' LIKE ((% + $Tier 1 Search$) + %) I just add AND clauses to that for the other two tiers. What I'm seeing, though, is that I get different behavior for each of the fields. For example, with just that above, and the Tier 1 Search field empty, I get all records displayed in the table. However, if I change the field referenced on the PCT:Product Catalog table to Product Categorization Tier 2 and still with the Search field empty, I get back 145 rows. If I change it to Tier 3, I get back 457 rows. In all cases, that should effectively be translating to the following: 'Product Categorization Tier X' LIKE %% But it's not behaving that way. Using that statement above, I get all rows, but as soon as I add the field reference to the Search field, I get less results for Tier 2 and Tier 3, even though the Search field is empty. Has anybody ever seen behavior similar to that? Any ideas how to fix it? AR Server 7.1 ITSM Suite 7.0.03 Thanks, Lyle Taylor 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Unusual Table Field Qualification Results
OK, it's translating the empty field into a space like this:
WHERE (T438.C20005 LIKE (('%' || ' ') || '%'))
This was causing it to only return entries that had a space in that field's
value. This explains why I see so many qualifications like this:
(($Tier 1 Search$ = ) OR ('Product Categorization Tier 1' LIKE (% + $Tier
1 Search$ + %)))
For some reason, I wasn't getting this to work for me before. I must have been
structuring the qualification wrong somehow. The qualification above works for
me on all columns.
Thanks!
Lyle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chuck
Sent: Tuesday, August 02, 2011 6:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Unusual Table Field Qualification Results
Enable DB Logging and see what the server is sending the database...
On Aug 2, 4:39 pm, Lyle Taylor tayl...@ldschurch.org wrote:
Hi All,
I have a table field that pulls in the Product Categorization Tier 1-3 fields
from PCT:Product Catalog and am seeing weird behavior based on the
qualification. I have search qualification fields on the form to help the
user narrow down the list of tiers being shown in the table. My
Qualification for the table has elements that look something like this:
'Product Categorization Tier 1' LIKE ((% + $Tier 1 Search$) + %)
I just add AND clauses to that for the other two tiers. What I'm seeing,
though, is that I get different behavior for each of the fields. For
example, with just that above, and the Tier 1 Search field empty, I get all
records displayed in the table. However, if I change the field referenced on
the PCT:Product Catalog table to Product Categorization Tier 2 and still with
the Search field empty, I get back 145 rows. If I change it to Tier 3, I get
back 457 rows. In all cases, that should effectively be translating to the
following:
'Product Categorization Tier X' LIKE %%
But it's not behaving that way. Using that statement above, I get all rows,
but as soon as I add the field reference to the Search field, I get less
results for Tier 2 and Tier 3, even though the Search field is empty.
Has anybody ever seen behavior similar to that? Any ideas how to fix it?
AR Server 7.1
ITSM Suite 7.0.03
Thanks,
Lyle Taylor
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 atwww.arslist.org
attend wwrug11www.wwrug.comARSList: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11
www.wwrug.com ARSList: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Product Query: Mobile Client
Hi All, We are actively looking for a mobile client solution to connect to our ITSM 7 (ARS 7.1) suite for Incident, and optionally Problem, Management. Our primary interest is in a client that will work on the iPad. Either a native app or web interface would be acceptable. Compatibility on other mobile devices (e.g., iPhone, Android devices, etc.) would be a plus. The primary goal is to enable deskside tech support agents to easily update and resolve tickets while they are in the field. If your company provides a solution in this arena, or you are aware of a company that provides such a solution, please contact me directly by e-mail at tayl...@ldschurch.orgmailto:tayl...@ldschurch.org. Thanks, Lyle Taylor 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
I whole heartedly second the opinion that an option to turn that feature off for certain groups, especially Public, should be added to the system. Otherwise, I just looked into this issue recently due to spamming every contact in Remedy twice in a week - had to delete over 100K e-mails. The translation happens internally as part of the Notify action in a Filter (or Active Link). That is, you have a Notify action that sends to zero, and the system translates that to everyone and stars creating the messages in the AR System Email Messages form. You won't see a message in the AR System Email Messages form that goes to 0. In my case, I decided the easiest place to stop things, that would catch any OOB ITSM notifications going to 0, was on the NTE:Notifier form. A record gets created in there for every e-mail that goes out. I added validation filters that attempt to ensure that the e-mail address is at least remotely valid (like it contains an @ and it isn't at the beginning or end of the address, etc.). If the e-mail address is not valid, I simply clear it, and the system then doesn't even try to send a message. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Thursday, June 09, 2011 12:58 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** I agree that group translation is useful and I can even see where it could be useful to have a contact record that would have a group ID instead of an email address, but the price of making a mistake is disturbingly high. I think it wouldn't hurt to have the option to prevent emails to Public (and perhaps some of the other common groups like General Access), in the same way that you can configure ARS to disallow unqualified searches. It's an option that almost everyone would want to have active while still allowing a unique customer to turn it off. I'm guessing that, as usual, we'll have to do it first so Remedy can use it in the next patch. . . ;^) So does anyone know where the translation taking place off-hand? Is it a central location or a common action in several modules? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood Sent: Wednesday, June 08, 2011 5:42 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** Well, you specifically told the email system to notify the group Public (group ID = 0) -and- there are sound reasons and a reasonable need for the ability to notify by group ID. Unfortunately, you found out the hard way what 0 resolves to... You aren't alone as this is not the first time this has happened and likely won't be the last. I'll presume you've already got a filter in place to error if email address = 0. Don't feel too bad. It's not like you ran rm -r * without realizing you were from root while logged in as root on a unix box or something. (There's a story somewhere in there...) I don't mean to make light of your episode, but hopefully, you will look back on this and get a chuckle. So, keep your chin up. You have a nice bragging scar from this lesson. JDHood On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall ago...@jcpenney.commailto:ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore
Re: ITSM on Oracle RAC
It seems to me that, in our environment, each AR server only connects to one listener (node) in the RAC. Different AR servers may be on a different node, but I don't know that I've see one AR server have its connections spread across multiple nodes in the RAC. I don't know if that's simply the way the Oracle client works, or if there are configuration options for the listeners that specify this behavior and would allow it to balance connections across multiple listeners, even when coming from the same client (AR server). Either way, I don't think that having 3.2 GB per node is the same as having 9 GB on a single node. I think that spreading things out like this effectively gives you more CPU power (and redundancy - and this is the biggest benefit, IMO). It's probably better memory-wise than having a single instance of 3.2 GB, but because it caches actively used parts of the database in memory, that cache will essentially be duplicated on each of the three nodes, which reduces the overall memory efficiency (if that makes sense). Even so, unless you will have a very big implementation that is very actively used, I have a hard time seeing you needing that much memory on the DB. I suppose it primarily depends on how many concurrent users you will have and how large your database will become. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Wednesday, April 27, 2011 8:54 AM To: arslist@ARSLIST.ORG Subject: ITSM on Oracle RAC ** Guys, I need some input. Here is our architecture on RAC as explained to me: Remedy app servers connect to InstanceA. This is really an alias that pushes the DB connection to 3 nodes on the backend. Each node has SGA set to approx 3.2 GB In our initial sizing, we had requested 16GB of SGA on a standalone non-RAC DB. Looking at this configuration, and if you guys have any experience on RAC, is it really 9GB that is available to Remedy or does Remedy connect to just 1 node and effectively getting 3.2 GB of SGA? Sorry if I sound like a noob... Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Informatics-Infrastructure Office: 631.858.7765 Mobile:646.483.2779 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Developer Studio and Radio Button Height
I'm using 7.6.03. Like Andrew, I see this when I try to align and size things similarly using the toolbar buttons. I haven't yet tried fiddling with the other properties to see if it would pop back, though. I'll give that a try. Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Fremont Sent: Wednesday, March 30, 2011 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Developer Studio and Radio Button Height ** I'm having the same issue on the selection field on DS 7.5. P004 This happen on selecting multiple fields then using the Align Left and Size Label button from the menu bar. To restore the hight on the selection fields, I have to change some of the display properties on width, alignment... On Tue, Mar 29, 2011 at 9:24 PM, Joe Martin D'Souza jdso...@shyle.netmailto:jdso...@shyle.net wrote: ** What version of the studio are you on? I used to have this problem on the very early versions of the Studio and found it frustrating as well.. It was then later corrected on later versions.. Joe From: Lyle Taylormailto:tayl...@ldschurch.org Sent: Tuesday, March 29, 2011 8:24 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Developer Studio and Radio Button Height ** Hi All, I'm having a problem with DS where when I modify the layout of a radio button, it changes the height to 14 pixels, which cuts off the lower portion of the radio button. The height property for the field is grayed out, so I can't adjust it back to something reasonable. Has anyone else had this problem? Any idea how to fix it? Thanks, Lyle Taylor 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. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://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
Developer Studio and Radio Button Height
Hi All, I'm having a problem with DS where when I modify the layout of a radio button, it changes the height to 14 pixels, which cuts off the lower portion of the radio button. The height property for the field is grayed out, so I can't adjust it back to something reasonable. Has anyone else had this problem? Any idea how to fix it? Thanks, Lyle Taylor 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Quick Links on MT 7.5 P4 or Greater Loads Very Slowly
Hi All, I'm looking at upgrading our midtier to a more recent patch level (currently 7.5 P3) to fix an issue related to some users' time zones and am seeing a change in behavior. In P3 or earlier, on the home page, the Quick Links section comes up very quickly after logging in. In P4 or later, when hitting it for the first time, the home page loads fine, but the Quick Links section remains blank for a while, apparently while the MT does some sort of caching. I see similar behavior in the navigator portion on the left for pages like the Incident Management Console and the Help Desk form. Does anyone know why there is this change in behavior, and how to fix it? I don't think I can upgrade with that type of behavior. Waiting for pages to compile the first time is one thing - users are used to that, waiting even longer for the Quick Links to compile adds more insult to injury... I apologize if this has been addressed before. I went to search the archives but was unable to connect to the web server (connection reset). Thanks, Lyle Taylor 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 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Unique Index
Do you mean you want to check the entire table/form? Using a filter (2 actually) is still a good approach. Basically, you add a display-only field to the form, upon submit (and perhaps update), you have a filter that runs a query (set fields to the new field you added) to see if there are already any other matching entries. Then the second fire would filter if the value of your new DO field has a value (that means a match was found and someone is trying to insert duplicate data), and you pop up an appropriate error message. So, that validates new data coming into the system. If you want existing data validated, you'll need to run some DB queries to find the duplicates (it's a relatively simple SQL statement) and fix them. Then you know you've got good data to start with, and you ensure that new data is good also. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Oyefeso, Bola Sent: Tuesday, September 21, 2010 2:48 PM To: arslist@ARSLIST.ORG Subject: Re: Unique Index ** The condition is only checking the request, but I want to check the entire database. Bola Oyefeso From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Tuesday, September 21, 2010 4:28 PM To: arslist@ARSLIST.ORG Subject: Re: Unique Index ** Check for the condition using a filter and pop a message if the record already exists. On Tue, Sep 21, 2010 at 4:24 PM, Oyefeso, Bola boyef...@dpscs.state.md.usmailto:boyef...@dpscs.state.md.us wrote: ** I have a field that must have a unique data in the database but I don't want to use the unique index of the form because using the Unique index displays error that can confuse the users. Any idea out there? Bola Oyefeso _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Urgent: ARS NET API Error
If I'm understanding what you wrote below correctly, you created or updated a USER environment variable for the Path? If that's the case, you'll need to switch that to the SYSTEM environment variable for your web service to be able to use it. It probably can't find the native DLLs when you start your service, because the directory is not in the system Path variable. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gopal-SRG Sent: Thursday, September 16, 2010 6:42 AM To: arslist@ARSLIST.ORG Subject: Urgent: ARS NET API Error Hi list, I am using ARS 7.5 Remedy NET C# API in an NET C# window service application. I have done all the steps for installing the api from the developer community download as instructed in the readme file: - installing it in the local system - registring the BMC.ARSystem.dll in the .NET Frame work(1.1 and 2.0) - created the user environment variable PATH for dll reference and ARPORT with value 5920 for ARSystem interaction I have created an console application in C# with proper reference to the BMC ARSYSTem.dll and arnettoc.dll and able to succeesfully interact with the ARS and able to retrive and create entries in ARS But the error came when i tried to use the ArSystem API in an window service application in C#.I have created the setup for the solution and created the service also.In my program i am logging in to an file in local system.In that i am logging the execptions also. When i run the service from the services.msc, i am getting the following error, mcWindowsService: Service Started ARSystem.Exception caught System.IO.FileNotFoundException: The specified module could not be found. (Exception from HRESULT: 0x8007007E) at BMC.ARSystem.Server._Eval(Object v) at BMC.ARSystem.Server._performLogin(String methodName, String server, String user, String password, String authentication, String locale, String charSet, Int32 port, String apiCmdLog, String apiResLog, Boolean logInitAndTerm) at BMC.ARSystem.Server.Login(String server, String user, String password) at Test_WS.Service1.OnStart(String[] args) Please help in guiding through this...Its Urgent. Regards, gopal -- View this message in context: http://old.nabble.com/Urgent%3A-ARS-NET-API-Error-tp29728058p29728058.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARAPI.NET
From what I recall, not all the native DLLs needed by the .NET API were included with the .NET API. It seems I had to get the native DLLs, either from a client installation or off the server machine and add them to the directory as well. Or, if you already have the client or server installed on that machine, add the installation path of the native DLLs to the system path. One DLL in particular to check for is cmdbapi21.dll. I seem to recall having to copy that from a server or something. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF ABW 72 ABW/SCOOA Sent: Friday, August 27, 2010 12:55 PM To: arslist@ARSLIST.ORG Subject: ARAPI.NET ** Okay, I've done this before, however I've reimaged my computer. I've tried to set everything up, but I'm still getting an error. Here are the steps which I've taken to set up my new environment: -- 1) Create a folder: C:\ARAPI.NET 2) Unizip the ARAPI71.NET.zip to c:\ARAPI.NET; move files directly into ARAPI.NET 3) Created a new Environment Variable named LIB with the value of C:\ARAPI.NET 4) Added to the EV PATH the value C:\ARAPI.NET 5) Created a new EV named ARTCPPORT and set it to the value I have in my AR Server, not to 5920 6) Used RegAsm from Microsoft.net/framework/2.x to register BMC.ARSystem.dll 7) Rebooted computer 8) Opened new visual basic project in Microsoft Visual Studio 2008 9) Added Reference to C:\ARAPI.NET\BMC.ARSystem.dll 10) Added Reference to C:\ARAPI.NET\BMC.arnettoc.dll 11) Added the following code: -- Imports BMC.ARSystem Module Module1 Sub Main() Dim ARServer As New BMC.ARSystem.Server Try ARServer.Login(Server, User, Password) Console.WriteLine(Successfully logged in to remedy server) ARServer.Logout() Catch ex As Exception Console.WriteLine(ex) System.Threading.Thread.Sleep(1000) End Try End Sub End Module -- 12) Ran in debug mode and received the following error: -- System.IO.FileNotFoundException: The specified module could not be found. (Excep tion from HRESULT: 0x8007007E) at BMC.ARSystem.Server._Eval(Object v) at BMC.ARSystem.Server._performLogin(String methodName, String server, String user, String password, String authentication, String locale, String charSet, In t32 port, String apiCmdLog, String apiResLog, Boolean logInitAndTerm) at BMC.ARSystem.Server.Login(String server, String user, String password, Str ing authentication, String locale, String charSet, Int32 port) at BMC.ARSystem.Server.Login(String server, String user, String password, Str ing authentication, Int32 port) at BMC.ARSystem.Server.Login(String server, String user, String password, Str ing authentication) at BMC.ARSystem.Server.Login(String server, String user, String password) at ConsoleApplication1.Module1.Main() in C:\Users\Gary.Opela\AppData\Local\Te mporary Projects\ConsoleApplication1\Module1.vb:line 7 -- Like I said, I've done this before and it worked. This is very simple and straightforward, just trying to open a connection. I've verified the user name and password and server are correct. The error is saying I'm missing a module, but everything that I can find is included and is in its place. I've tried this both on Vista and on Windows Server 2k3. I'm running AR System 7.1 Any help is greatly appreciated. _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS 7.1 and ITSM 7.0.03 Server Group Build
You should have configured the server group before installing server B. That is, tell server A it is a member of a server group, and then install B, telling it to share the database. You can install everything on A whenever you want. I would probably install everything on B once B knows that it's a member of the server group. My preference is to install EE, FB, etc on each of the server group hosts (or on some other host, but I have a dedicated instance of EE, FB, etc. for each member of the server group) and point each to the local host (or to its dedicated server) rather than to the server group (an alias, etc.). That way, you're more guaranteed to get proper failover if there is a problem with one of the hosts or something. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Murnane, Phil Sent: Friday, August 20, 2010 8:40 AM To: arslist@ARSLIST.ORG Subject: ARS 7.1 and ITSM 7.0.03 Server Group Build ** All: This is my first time building a server group, and I have a question: after installing ARS 7.1 on servers A B, do I then configure the server group and proceed with Email Engine (EE), Flashboards (FB), etc install giving the server group name to the installers; or do I install EE, FB, etc against their respective servers and then reconfigure after the installations? Thanks, --Phil Phil Murnane, Sr Consultant Windward IT Solutions, Service Management Practice Email: pmurn...@windwardits.commailto:pmurn...@windwardits.com Mobile: 703-896-6435 Web:www.WindwardITS.comhttp://www.windwardits.com/ _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS 7.1 and ITSM 7.0.03 Server Group Build
Why do they want independent servers sharing the same database? I don't think the system is designed to work that way. I'm thinking that they don't really understand what a server group is. What's the rationale behind the approach they're asking for? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Murnane, Phil Sent: Friday, August 20, 2010 2:56 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 and ITSM 7.0.03 Server Group Build ** Jason: No problem with borrowing the thread. In ITSM 7.0.03, which is all I've read up on recently, you'd install all the CMDB/ITSM components on server A, and then copy the newly added files/folders from server A's filesystem to the same places on server B's filesystem. Then you manually update server B's ar.conf (or ar.cfg) adding the references to the copied files (usually plugins) to match server A's config file. At least this is what I've gathered from the ITSM installation docs - anyone please correct me if I'm wrong. As for patches, I've frequently seen sections in patch docs that talk about installing in a server group, so I'd suggest just handling patches per the readme files. BTW, it turns out this was a moot point for me, as the customer wants not a server group, but two independent servers with a shared database. That build goes something like this: 1. Install ARS, ARS add-ons, CMDB, ITSM on server A against the production database 2. Install ARS, ARS add-ons, CMDB, ITSM on server B against a scratch database 3. Edit server B's ar.conf to point to the production database, and optionally delete the scratch database 4. Manually make sure that admin functions, escalations, reconciliation engine, etc only execute on one server (and hope that no one messes up in the future) Fun, eh? --Phil From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Friday, August 20, 2010 16:06 To: arslist@ARSLIST.ORG Subject: Re: ARS 7.1 and ITSM 7.0.03 Server Group Build ** Not to steal your thread Phil... You tapped into something I have also been wondering about regarding setting up server groups with ITSM 7.6. Our new 7.6 environment will be our first time using server groups too. Lyle described ARS components. Beyond the base ARS, does this work the same to lay down the Atrium, SLM, ITSM binaries/services? Install on A, start the server group on A then install everything on B as a member of the server group? It is my understanding that it works this way, I want to do a reality check. background We will have one app server for automation (AIE, reconciliation, normalization, Escalations, Email, etc) and admin tasks and one for user traffic. I originally tried building both servers at the same time as a group. This was the same time I was having an issue installing fresh with ARS 7.5 patch 34 (thread ARS 7.5 Patches for a new install from March). In the interest of time I restarted fresh and only built one server. We are now in production but the user traffic is very light so I haven't worried about it yet. I am hoping to hold out for the Server Group session @ WWRUG10 that Phil Bautista teased us with. /background All we need to do is configure server A for a server group and install everything on server B as server group member? Can somebody validate that this is the correct approach for the full suite? What about patches? We are on patch 5 ARS, patch 1 for ITSM and patch 2 for Atrium Core. Obviously we don't need the db definition updates but we do need the binaries on server B. The patches are inclusive but there has been discussions regarding starting from the base install and patching up. Does anybody know if the you can really bring a server into a server group by just using the patch installers? Thanks for any input. Jason On Fri, Aug 20, 2010 at 9:55 AM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: ** You should have configured the server group before installing server B. That is, tell server A it is a member of a server group, and then install B, telling it to share the database. You can install everything on A whenever you want. I would probably install everything on B once B knows that it's a member of the server group. My preference is to install EE, FB, etc on each of the server group hosts (or on some other host, but I have a dedicated instance of EE, FB, etc. for each member of the server group) and point each to the local host (or to its dedicated server) rather than to the server group (an alias, etc.). That way, you're more guaranteed to get proper failover if there is a problem with one of the hosts or something. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, Phil Sent: Friday, August 20, 2010 8:40 AM To: arslist
Re: AR System 7.1 Filter Phasing Issue
I had a similar issue. I worked around it by adding a display only field to
the Incident create form where I pushed the ID of the record that I was using
to create the Incident as I created the Incident, and then adding a filter to
the Incident Create form that pushed the value of the Incident Number back to
the original form something like this:
Filter - Create Incident
Form: My custom form
Push Fields to HPD:IncidentInterface_Create:
Incident Info
My DO Field: Record ID
Filter - Save Incident Number`!
Form: HPD:IncidentInterface_Create
Execution Order: 101
Run If: ('Incident Number' != $NULL$) AND ('My DO Field' != $NULL$)
Push Fields to My custom form where 'Request ID' = $My DO Field$:
Incident Number = $Incident Number$
Obviously, I would pick better names for things - this just illustrates the
idea.
That's not necessarily ideal, but it did work for me.
Lyle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Josh Cook
Sent: Tuesday, August 03, 2010 10:52 AM
To: arslist@ARSLIST.ORG
Subject: AR System 7.1 Filter Phasing Issue
I currently have a staging form that I am using to format some data and
push it to the HPD:IncidentInterface_Create form.
I am having an issue with three filters and the order in which they run.
The first filter in the series pushes the data to the Interface_Create
form,
The issue I'm having is with Filter #2 which has a set fields in it. My
desired functionality is for this filter to set a field on my staging form
that contains the 'Incident Number' field value from the
HPD:IncidentInterface_Create form generated by the Push from filter #1.
The current set fields action looks something like this:
Set fields if: 'Request ID' = $LAST ID$.
Set: 'INC_ID' to $Incident Number$.
The main issue I can see, is no matter how I order it using filter guides,
or `! the name of the filter, the set fields filter is always running
first, since that actions takes place in the first phase, and all pushes
are deferred to phase 2.
The third filter pushes attachments into the HPD:WorkLog form and sets the
incident number to the number generated by the Interface_Create record in
the 'Incident Number' field.
In the mean-time I've setup an escalation on interval to trigger the
filters to grab the INC Number and push a worklog entry, and set a
processed flag on my form so that it doesn't go through multiple passes.
I'd prefer to handle it all with the filters on the initial submit if
possible and avoid the use of escalations in the process.
If anyone has any ideas as to a possible solution to this issue, it would
be much appreciated.
Thanks,
Josh Cook
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com 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
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: CI Name* should Unique in Asset Manag
Well, it would actually be trivial to make it unique on a per dataset basis, but I agree that I would not recommend doing something like adding a unique index to force it to be unique. What we did to try to address the issue was to add a check in workflow when a person was adding a new CI that ensured a CI of the same name did not already exist. The primary reason for this, aside from the normal reason for not wanting to allow non-unique names, was due to the OOB recon rules for the sandbox (in CMDB 2.x). The default rules will match first on CI name, and had the effect that, even though you thought you were creating a new CI, if it matched one that was already there, the system assumed you really wanted to update the existing one and overwrites the old CI info with your new info. That's one of the reasons that we turned off the sandbox. If you really want to pursue not allowing duplicate CI names, your best bet, IMO, is to do it via workflow for actions taken in the GUI. This will help people from entering duplicate CIs, and will avoid breaking integrations which are actually probably more likely to create duplicates in some scenarios... Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wirasat Siddiqi Sent: Monday, August 02, 2010 9:14 PM To: arslist@ARSLIST.ORG Subject: Re: CI Name* should Unique in Asset Manag ** I think there are 2 challenges I can see making CI Name Unique, 1. CI Name belongs to BMC Base Element Class and there are possibilities that you may have same CI Name under different classes. 2. It would make Reconciliation job difficult to set precedence between data sets. Thanks, Wirasat On Mon, Aug 2, 2010 at 1:05 PM, Charles Baldi cba...@ieee.orgmailto:cba...@ieee.org wrote: Oh, I agree that it is a pain and we try to discourage making the CI name unique if we can. Regards, Chuck On Mon, Aug 2, 2010 at 12:47 PM, Ramey, Anne anne.ra...@nc.govmailto:anne.ra...@nc.gov wrote: We actually did this, put in the filters to require a unique CI Name per Data Set. It worked, but we ended up taking it out. It just ended up being troublesome. There are other unique identifiers of the CI and trying to force a unique CI name caused undo hardship--particularly with discovery integrations. They match things based on CI Name and/or expect/place particular things in the CI Name and it couldn't use the values we had decided to use in that field. Hope that made sense, Anne -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Charles Baldi Sent: Monday, August 02, 2010 10:50 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: CI Name* should Unique in Asset Manag The CMDB doesn't use NAME as a unique index because you can have multiple records for the same CI (with the same name) in different Data Sets. If you want to prevent a user from entering a duplicate name then you have to do it in workflow. Regards, Chuck Baldi On Mon, Aug 2, 2010 at 10:08 AM, Lammey, Peter A. peter.a.lam...@espn.commailto:peter.a.lam...@espn.com wrote: ** I agree. The Atrium CMDB application should have made the ID field unique. It wouldn't be a true ID of an asset if it was not unique and because this was not enforced in the system, we have had a rash of a number of assets that were duplicated in the system. I don't think Name can be unique. Many times you may just want to generically give a name to an Asset CI and I should note that this would be a problem with the Purchase Module workflow since I believe it will stage the initial CI Names for received assets with the Purchase Line Item description. If you setup filters to produce errors when CI Name is already used the Receiving workflow from Purchasing would cease to work properly. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, August 02, 2010 9:58 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: CI Name* should Unique in Asset Manag ** I could come up with some quick reasons why it's a bad idea. The most basic one is that while unique CI Names would be good from the perspective of managing physical assets, it gets tricky when you talk about things like software, databases, etc. You could make up a naming convention to populate it with, such as Visio 2...@pc123456 to indicate that it's a copy of Visio 2007 on PC123456, but why force yourself to do that? The Token ID field is good for a unique ID if you need one you can set, otherwise there is always the Instance ID if you just need it within Asset Management / CMDB. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System
Re: Session Invalid Error
I would try to double-check that when this happens, the person hasn't actually been switched from one mid-tier server to the other - doing that could cause what you are seeing. You could verify this by logging into the configuration page and looking at the cache information just after someone gets an invalid session message and has to log in again. There are entries on the cache settings page for everyone that has recently logged into the mid-tier on that server. If you find an entry for that person on both servers, then I would suspect that something is causing the F5 to switch from one server to the other, despite the sticky bit setting. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, July 28, 2010 8:10 AM To: arslist@ARSLIST.ORG Subject: Re: Session Invalid Error ** We are facing the same issue with mid-tier 7.5 patch 4 on Tomcat 6.0.20. Axton Grams 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, Jul 28, 2010 at 2:50 AM, Aluru, Radhika radhika.al...@invesco.commailto:radhika.al...@invesco.com wrote: ** Hi Listers, In my Test environment, Session timeout is set to 60 minutes in Remedy midtier servers. I have F5 load balancer in front of two midtier servers and sticky bit is set to 120 minutes on the F5 load balancer. Application timeout is set to 1 hour. When users are accessing the application via web, users are getting session invalid or timed out error before 60 minutes sometimes before 20 minutes . This is not happening every time. It is intermittent. Has anyone faced this type of issue and found any solution to resolve this? I have tried setting the session time out in web.xml(located in D:\ARSystem\Mid-Tier\WEB-INF) file of the midtier servers. But this didn't resolve the issue. Any help would be appreciated. Thanks. Environment Details: AR Server --7.1 patch 3 Miditer --7.1 patch 6 OS --Windows standard 2000 Database -- SQL 2005 Regards, Radhika Aluru | Remedy Admin | Direct Line: +1 713 214 8270 | Mobile: 00919177708021 Confidentiality Note: The information contained in this message, and any attachments, may contain confidential and/or privileged material. It is intended solely for the person(s) or entity to which it is addressed. Any review, retransmission, dissemination, or taking of any action in reliance upon this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Session Invalid Error
Hmm. Odd. I was seeing something similar at one point, but I think I tracked it down in our case to either the F5 or the IBM HTTP server switching someone from one MT server to the other for some unknown reason. It hasn't happened for a while for us, though, so I'm not sure what changed. I'm pretty sure I've never seen sessions expire like that so long as the person stays on the same MT server, though, on 7.1 p5 or 7.5 p3. Just out of curiosity, why do you have apache web servers in front of tomcat if they're simply forwarding to the local tomcat instance? Are you serving up static content (e.g., documentation) as well? Now you're making me nervous about upgrading. We're currently on MT 7.5 p3, and I was considering changing to p6. Have you done any testing with p5 or p6 yet to see if that makes a difference? Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, July 28, 2010 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: Session Invalid Error ** I've verified this is not the case by looking through the Apache access logs. The sessions are staying with the same Apache HTTP server. The Apache HTTP servers talk to Apache Tomcat on localhost, so the HTTP servers aren't redirecting to different Tomcats. On Wed, Jul 28, 2010 at 12:15 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: ** I would try to double-check that when this happens, the person hasn't actually been switched from one mid-tier server to the other - doing that could cause what you are seeing. You could verify this by logging into the configuration page and looking at the cache information just after someone gets an invalid session message and has to log in again. There are entries on the cache settings page for everyone that has recently logged into the mid-tier on that server. If you find an entry for that person on both servers, then I would suspect that something is causing the F5 to switch from one server to the other, despite the sticky bit setting. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Wednesday, July 28, 2010 8:10 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Session Invalid Error ** We are facing the same issue with mid-tier 7.5 patch 4 on Tomcat 6.0.20. Axton Grams 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, Jul 28, 2010 at 2:50 AM, Aluru, Radhika radhika.al...@invesco.commailto:radhika.al...@invesco.com wrote: ** Hi Listers, In my Test environment, Session timeout is set to 60 minutes in Remedy midtier servers. I have F5 load balancer in front of two midtier servers and sticky bit is set to 120 minutes on the F5 load balancer. Application timeout is set to 1 hour. When users are accessing the application via web, users are getting session invalid or timed out error before 60 minutes sometimes before 20 minutes . This is not happening every time. It is intermittent. Has anyone faced this type of issue and found any solution to resolve this? I have tried setting the session time out in web.xml(located in D:\ARSystem\Mid-Tier\WEB-INF) file of the midtier servers. But this didn't resolve the issue. Any help would be appreciated. Thanks. Environment Details: AR Server --7.1 patch 3 Miditer --7.1 patch 6 OS --Windows standard 2000 Database -- SQL 2005 Regards, Radhika Aluru | Remedy Admin | Direct Line: +1 713 214 8270 | Mobile: 00919177708021 Confidentiality Note: The information contained in this message, and any attachments, may contain confidential and/or privileged material. It is intended solely for the person(s) or entity to which it is addressed. Any review, retransmission, dissemination, or taking of any action in reliance upon this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com 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. _attend WWRUG10 www.wwrug.comhttp
Re: Session Invalid Error
What caused you to pull patch 5? 400 users seems like a lot to support on a single MT. Are you perhaps running into JVM heap limits? Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Wednesday, July 28, 2010 11:48 AM To: arslist@ARSLIST.ORG Subject: Re: Session Invalid Error ** Patch 5 was pulled. I have not considered patch 6 since the release notes did not indicate any fixes in the area where I have problems. We have Apache in front of Tomcat because we have some Apache modules that we need to use to provide certain services. Our problems don't seem to come into the picture until we have ~400 concurrent users on one mid-tier server. Low volume against the server does not reproduce the issues. On Wed, Jul 28, 2010 at 12:41 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: ** Hmm. Odd. I was seeing something similar at one point, but I think I tracked it down in our case to either the F5 or the IBM HTTP server switching someone from one MT server to the other for some unknown reason. It hasn't happened for a while for us, though, so I'm not sure what changed. I'm pretty sure I've never seen sessions expire like that so long as the person stays on the same MT server, though, on 7.1 p5 or 7.5 p3. Just out of curiosity, why do you have apache web servers in front of tomcat if they're simply forwarding to the local tomcat instance? Are you serving up static content (e.g., documentation) as well? Now you're making me nervous about upgrading. We're currently on MT 7.5 p3, and I was considering changing to p6. Have you done any testing with p5 or p6 yet to see if that makes a difference? Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Wednesday, July 28, 2010 11:27 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Session Invalid Error ** I've verified this is not the case by looking through the Apache access logs. The sessions are staying with the same Apache HTTP server. The Apache HTTP servers talk to Apache Tomcat on localhost, so the HTTP servers aren't redirecting to different Tomcats. On Wed, Jul 28, 2010 at 12:15 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: ** I would try to double-check that when this happens, the person hasn't actually been switched from one mid-tier server to the other - doing that could cause what you are seeing. You could verify this by logging into the configuration page and looking at the cache information just after someone gets an invalid session message and has to log in again. There are entries on the cache settings page for everyone that has recently logged into the mid-tier on that server. If you find an entry for that person on both servers, then I would suspect that something is causing the F5 to switch from one server to the other, despite the sticky bit setting. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Axton Sent: Wednesday, July 28, 2010 8:10 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Session Invalid Error ** We are facing the same issue with mid-tier 7.5 patch 4 on Tomcat 6.0.20. Axton Grams 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, Jul 28, 2010 at 2:50 AM, Aluru, Radhika radhika.al...@invesco.commailto:radhika.al...@invesco.com wrote: ** Hi Listers, In my Test environment, Session timeout is set to 60 minutes in Remedy midtier servers. I have F5 load balancer in front of two midtier servers and sticky bit is set to 120 minutes on the F5 load balancer. Application timeout is set to 1 hour. When users are accessing the application via web, users are getting session invalid or timed out error before 60 minutes sometimes before 20 minutes . This is not happening every time. It is intermittent. Has anyone faced this type of issue and found any solution to resolve this? I have tried setting the session time out in web.xml(located in D:\ARSystem\Mid-Tier\WEB-INF) file of the midtier servers. But this didn't resolve the issue. Any help would be appreciated. Thanks. Environment Details: AR Server --7.1 patch 3 Miditer --7.1 patch 6 OS --Windows standard 2000 Database -- SQL 2005 Regards, Radhika Aluru | Remedy Admin | Direct Line: +1 713 214 8270 | Mobile: 00919177708021 Confidentiality Note: The information contained in this message, and any attachments, may contain confidential and/or privileged material. It is intended solely
Re: VERY SLOW - Administrator Tool 7.1 Patch 008 ARERR 92
You can try switching the setting for Developer Cache Mode as well. You usually want it on in development environments and off in other environments, but depending on what else is going on on that server, you might get better performance with it off. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of patchsk Sent: Wednesday, June 16, 2010 3:14 PM To: arslist@ARSLIST.ORG Subject: Re: VERY SLOW - Administrator Tool 7.1 Patch 008 ARERR 92 The places you can start looking at is: 1. Network -- try tracert to the arserver from your client machine and see the output. -- Also do the tracert to the db from arserver if it is a remote db. 2. DB -- Check with dba if anything other than remedy is keeping it busy? Any huge queries or bad queries by users? Turn on the sql log from remedy and see which sql is taking too long? 3 ARSystem -- Turn on the escalation logs and see any escalations are running and keeping admin thread busy. Try to stop all other processes and start one at a time to see what is keeping admin thread busy. See if devcache mode is on? If its unix system then do prstat to see which thread is high cpu and then validate against thread logs. Turn on the API logs and see if any particular api call is taking too long. On Jun 16, 7:18 am, Francesco Mazza francesco.ma...@gmail.com wrote: ARERR 92 Timeout during database update. The operation has been accepted by the server and will usually complete successfully when trying to save workflow in the Admin tool. I get this error when I try to create or change an object (for example, simply disabling a filter) Even the display of objects (for example filters a form) is very slow. Any suggestions? Thank you all in advance. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Error while submitting incident
Do you have pop-up blockers enabled? I see this error frequently now when people fail to disable pop-up blockers before using Remedy. Things still seemed to work when then enabled in IE 6 (you could just ignore the pop-up telling you that you needed to disable them), but not in 7 or 8. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SriSamSri Appecherla Sent: Tuesday, June 15, 2010 2:10 PM To: arslist@ARSLIST.ORG Subject: Error while submitting incident ** Hi, I get an error while submitting an Incident through web using IE 7 browser. This does not happen from other browsers. Caught Exception: Object doesn't support this property or method Has anybody encountered such an error? ARS 7.5, ITSM 7.5, IE 7 Regards, SriSamSri Appecherla Mobile# +91 991 610 6008 _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Database Deadlocks
You need to have your servers configured as part of a server group in order to run more than one server against the same database. It sounds like that may not be correctly configured on your servers. Also make sure they both have Development Cache Mode turned off. I've see that causes issues that would cause server B in the server group to think that server A was down causing both of them to think that they own certain things like escalations, etc. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanders, Mike Sent: Friday, June 04, 2010 6:57 AM To: arslist@ARSLIST.ORG Subject: Database Deadlocks The following message is being logged in the arerror log: Thu Jun 3 17:31:06 2010 390603 : Deadlock during SQL operation to the database (ARERR 566) We have two ar servers. Noticed yesterday that escalations were running on both (even though the configuration form showed that escalations should have been disabled as well as the ar.conf). About 90 minutes after correcting that, we found another deadlock message in the arerror log. The oracle dump shows the deadlock to be on the T1605 (slm_slacompliancehistory) table. Users typically see ARERR 92 Timeout during database update when saving incidents. Server Version:7.1.00 Patch 008 200911120530 Operating System: SunOS 5.10 Database:Oracle 10g Has anyone ever seen anything like this or make any recommendations? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ERROR (8957): The date format is invalid;
Some possible things to look into that might help: * Is the locale of the machine calling the web service different than the locale setting of the mit tier or web services server? * Is the locale of the mid-tier/web services server the same as the AR server (if running on different servers? * Does the user that is authenticating to make the web service call have a locale specified for them? If so, is that locale the same as the machine the web service is being called from? * With all that in mind, can you verify that the code calling the web service is formatting the date string according to the expected format for the given locale(s)? Good luck, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Renjini Johney Sent: Friday, June 04, 2010 3:18 PM To: arslist@ARSLIST.ORG Subject: ERROR (8957): The date format is invalid; ** Hi All, I am trying to send a soap message to submit a incident to help desk using web services and i keep getting the below error, please let me know your inputs if someone has seen this error before. faultcodesoapenv:Server.userException/faultcode faultstringERROR (8957): The date format is invalid; ?/faultstring detail -- Regards, Renjini johney _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: RKM Authentication
The OOB integration of Remedy with RKM sets it up so that you don't need to do this. What exactly are you trying to do? What it boils down to is that a session ID must be generated and stored for the given user in the KMS:Session form. This session ID then gets included in the query portion of the URL used to access RKM. When RKM sees this, it validates the session ID and IP address the user is coming from with the one stored in Remedy. If there is not already an IP address, it adds it to the groups field on the form. If the session ID is found in the form, and the IP address matches (if there was already one there), then it uses the login stored with that session ID as the login credential for that session. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Carin Grobler Sent: Thursday, June 03, 2010 8:10 PM To: arslist@ARSLIST.ORG Subject: RKM Authentication Hi, Has anyone integrated RKM with Remedy and managed to pass the current user information so it does not prompt for a user name every time. AR Server 7.1 patch 6 RKM 7.2 Carin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Developer Studio
I currently use Developer Studio for development/administration against a 7.1 AR server. I have not encountered any issues that I can definitively tie back to the fact that I used DS. I have encountered one or two issues that I suspect _may_ have been due to that, but I was able to fix or work around them (I made a change to HPD:Help Desk and it somehow got removed from the IM application. I added it back and haven't had issues since, and I have modified it since in DS. I also am now seeing errors in Migrator when adding new fields to certain forms (server out of memory errors - which I know are invalid), but I'm chalking that up to Migrator bugs rather than being due to using DS). I now only use the Admin tool when I need to work around bugs in DS (like issues around qualifications and layout). I much prefer working in DS over the Admin tool overall. That said, I don't want to discount the advice given by Joe and LJ. I'm just sharing my person experience with it. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Friday, May 28, 2010 2:43 PM To: arslist@ARSLIST.ORG Subject: Re: Developer Studio I would second Longwing.. I did however use it against the older versions of ARS, in an effort to get to learn the new interface on the Development Studio.. I did however stick to the age old wisdom and made no workflow changes or modifications using the new client.. It is safe to use it for view only purposes.. You can't really break anything if there is no update to the database using the new client version.. Just make sure that you do not accidentally save any changes.. I had the advantage of getting familiar with the new interface before actually using it by browsing objects and getting familiar with the controls and where what is without using it for development so when I actually had to use the new client I was a lot more comfortable and my learning curve was not that steep... Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of LJ LongWing Sent: Friday, May 28, 2010 4:22 PM To: arslist@ARSLIST.ORG Subject: Re: Developer Studio Marcelo, I would stick with the age old wisdom, use the admin version for the server versionI personally wouldn't use the 7.5 tool on a 7.1 serverI would suggest standing up a sandbox env, even on your own box that is running 7.5 to play with it. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Friday, May 28, 2010 2:02 PM To: arslist@ARSLIST.ORG Subject: Developer Studio Is it recommended/unsupported/frowned upon/possible to use Developer Studio against an ARS7.1 installation? We haven't made the move to 7.5 yet, but I want to familiarize myself with Dev Studio. Thanks - Happy Friday Marcelo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Cannot able to login to Remedy Server 7.1
Are you using portmapper? If not, then you need to ensure you specify the port to connect to when you connect. If you are, then it's possible the AR server is not running. If you're behind a load balancer, the load balancer also needs to forward port 111, if you're using port mapper. Just a few ideas. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramagiri Sent: Tuesday, May 25, 2010 7:08 AM To: arslist@ARSLIST.ORG Subject: Cannot able to login to Remedy Server 7.1 ** Hi All, When I am login to AR System 7.1 user tool , I am getting the below error . Please suggest me what I need to do. All the services are running properly. [cid:image001.png@01CAFCB4.505019A0] RAVI CHANDRA . RAMAGIRI Infrastructure Management Services Team System Administrator - Windows / Remedy (O) +91 40 44556600 (351) (C) +91 9985794493 (V) 847-879-4995 Ext:- 351 * ravi.ramag...@gssamerica.commailto:rambabu.ru...@gssamerica.com __ Information from ESET NOD32 Antivirus, version of virus signature database 5143 (20100525) __ The message was checked by ESET NOD32 Antivirus. http://www.eset.com _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are inline: image001.png
Re: OT: RKM Login Page (humor)
I feel your pain. In our case it would be something like You may search as often as you like, but the application may elect never to return search results. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Tuesday, May 18, 2010 6:43 AM To: arslist@ARSLIST.ORG Subject: OT: RKM Login Page (humor) What's the disclaimer? Documents hosted within this application may be false, misleading, or may not open when clicked. Sorry... it's a dreary day here in NY. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of versicle Sent: Monday, May 17, 2010 6:19 PM To: arslist@ARSLIST.ORG Subject: RKM Login Page We need to add a disclaimer to the login page of RKM but I noticed it's not a jsp login. Does anyone know where or how I can update the login page to include this disclaimer? TIA Mike -- View this message in context: http://old.nabble.com/RKM-Login-Page-tp28589558p28589558.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Creating Remedy form entries from unformatted incoming customer email
I put together some forms and workflow that accomplishes this. In essence, it works like this: · A few new forms were created to process incoming e-mails: o A form to store a copy of e-mails received by Remedy o A set of forms to store e-mail ticket creation configurations and associated e-mail addresses § An e-mail ticket creation configuration contains info such as · The e-mail address associated with that configuration · The type of ticket to create (in theory, it could create Problems, Changes, etc. - it's currently only completely implemented for Incidents) · Whether to look up the sender's profile in Remedy (they will become the customer on the ticket) · An Incident template to use when creating the ticket (for assignment, product and severity information, primarily) · Remedy is configured to listen to multiple mailboxes. · New incoming e-mails are copied from the Email Messages Inbox form to another staging form that processes the e-mails for ticket creation. · There is an escalation that runs periodically that processes the new e-mails. o For each new e-mail, it checks to see if the e-mail address that the e-mail was sent to matches an existing e-mail ticket creation configuration o If it matches, it processes the e-mail § It looks up the Remedy profile for the person the e-mail came from (for this to work, the e-mail address they send from needs to match the e-mail they have in Remedy) § If it can't find a matching Remedy profile, a default generic profile is used § Once the basic information has been looked up, it pushes the contents of the e-mail to the HPD:IncidentInterface_Create form, mapping the e-mail subject to the Summary field and the e-mail body to the detailed description field. It also includes the basic information required when submitting a ticket to the form such as first and last name, etc. It also include the template ID (a GUID, not the request ID) of the template to use I had to add a bit of workflow to the OOB workflow that processes incoming tickets in the incident interface form to handle a few specific scenarios and lookup some extra information (e.g., looking up the contact based on Person ID rather that first and last name), but it's actually not too complicated. It works quite well for the most part (so far, I have issues when non-English e-mails come in due to limitations in Remedy's design around Unicode), but that can be worked around. While not perfect, it works quite well for us and has been getting more and more use. The way it's set up, it can listen to multiple e-mail addresses and will create and route the ticket appropriately according to the configuration settings for that e-mail address. That allows us to have an e-mail address that creates generic tickets for the service desk as well as having other e-mails addresses for specific purposes that route tickets to specific support groups with the correct product, severity, etc., for that type of ticket. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** But they aren't coming into the Remedy mailbox. They are coming into the HelpDesk mailbox. What we need is something that will read the HelpDesk mailbox, parse it all out, and email a template to the Remedy mailbox. Dwayne From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 1:12 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Yeah, just dummy up the required field info that the email won't contain, use a Push Fields Filter to map the Description field to the Subject, and the body of the email to the Notes field, use the email address to get the user info, and you're good to go. Rick On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne marti...@jmu.edumailto:marti...@jmu.edu wrote: ** Thanks Rick! Yes we've worked with having customers fill out a web-page template, but right now they are just sending emails like My computer don't work right ever since I dropped it down the stairs. Any way of pulling that into a Remedy form? Dwayne From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Monday, May 10, 2010 12:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create
Re: Creating Remedy form entries from unformatted incoming customer email
I our case, there is no e-mail inbox that the service desk looks to. All e-mails sent to the service desk e-mail create a ticket for the service desk to handle. In this scenario, there is no need to have a separate mailbox that you can forward to. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Monday, May 10, 2010 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** We do something like this. A word of warning. Remedy deletes a message from the inbox when it processes it. This does not appear to be configurable. This would delete the mail out of the help desk mailbox if you have Remedy look there. Much better to have a secondary (forwarded) account for Remedy to check. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne Sent: Monday, May 10, 2010 2:28 PM To: arslist@ARSLIST.ORG Subject: Re: Creating Remedy form entries from unformatted incoming customer email ** Thanks, Lyle, Rick, and Raul, Good ideas! Either have the Remedy email engine listen to the HelpDesk mailbox, or have the HelpDesk mailbox forward its email to the Remedy mailbox. Then parse out the AR System Email Messages entries. It gives us something to work on. Thank you! Dwayne _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Compatibility Matrix
Are you running a 32-bit JVM? You need to be using a 32-bit JVM. Also try running the installer in Compatibility mode (say Windows XP SP3, or similar). Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Atul Vohra Sent: Wednesday, May 05, 2010 4:47 PM To: arslist@ARSLIST.ORG Subject: Re: Compatibility Matrix I just down loaded the compatibility Matrix from BMC and it states: Platform Minimum Operating System version 32 or 64 bit x86 PC Compatible Windows 2003 (32 or x64) [Server, Advanced Server, Datacenter, Enterprise, Standard] BTW We are using 2008 64 bit . Atul Vohra President, ProTech Software Inc. BMC Remedy Skilled Professional (R.S. P.) v7.1 BMC Certified Adminstrator v7.5 -Original Message- From: Rick Cook [remedyr...@gmail.com] Date: 05/05/2010 06:43 PM To: arslist@ARSLIST.ORG Subject: Re: Compatibility Matrix Are you using the 32 bit version of 2008? 64 bit on Windows is not supported. Rick -Original Message- From: Atul Vohra a...@protechsoftwareinc.com Date: Wed, 5 May 2010 18:37:06 To: arslist@ARSLIST.ORG Subject: Re: Compatibility Matrix Thanks. The reason I asked is: I am trying to install ARS 7.5 on Windows 2008 and am getting the error no space to install. I know we have enough space. I have done the following to configure the DEP feature • From the Windows Start menu, click Control Panel, and then double-click System. • Click the Advanced tab. • In the Performance area, click Settings. • On the Data Execution Prevention tab, verify if the “Turn on DEP for all programs • and services except those I select” option is selected. • If the “Turn on DEP for essential Windows programs and services only” option is selected, no configuration is required. Is there anything I can check? Thanks Atul -Original Message- From: David Charters [dchart...@charterssoftware.com] Date: 05/05/2010 05:04 PM To: arslist@ARSLIST.ORG Subject: Re: Compatibility Matrix Yes Windows Server 2003 and above, Oracle 10G and above, and MSSQL 2003 and above. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Atul Vohra Sent: Wednesday, May 05, 2010 4:56 PM To: arslist@ARSLIST.ORG Subject: Compatibility Matrix Hi, Question: Is ARS 7.5 compatible with Windows Server 2008? Also will appreciate if I could get compatibility matrix for ARS 7.5. Thanks Atul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 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.
Re: MAPI client other then Outlook for a win 2003 server
properly. Out of curiosity, I'd like to know how anyone else has managed to get AREMail 7.x to use an IMAP4 connection to Exchange 2007... where MAPI and POP3 work fine with the exact same account/mailbox credentials. Somewhere there must be a knob to turn that I have not found yet. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ARSList Sent: Monday, May 03, 2010 4:28 AM To: arslist@ARSLIST.ORG Subject: Re: MAPI client other then Outlook for a win 2003 server To test IMAPI you can just telnet to the IMAPI port 143 ie telnet myexchangeserver 143 and if it is all working you will see something like OK IMAP ready. Exchange supports POP3 if you prefer to use that - just get your Exchange admin to enable it - I think it is as simple as running a pop3 service. And as suggested you use SMTP as your outgoing port. To test that just telnet to port 25 on your Exchange server. eg telnet myexchangeserver 25 HELO yourdomoanname MAIL FROM youremail RCPT TO destinationemail DATA some text . last bit is dot on its own line. If all that works oyur Exchange server is fine. Do whatever you do in remedy. Angus Howard Richter hbr4...@gmail.com wrote in message news: l2we47563c01005021120i6b732de9y93690c0982b2d...@mail.gmail.com... Angus, Thanks I am willing to try anything, since I do not have POP access. No additional client would be the best way to go, however, I did try IMAPI with no luck (the port might be locked down). Thanks to all, Howard On Sun, May 2, 2010 at 12:50 PM, ARSList arsl...@iteloffice.com wrote: The original request was for a MAPI client. IMAPI is a totally different thing. If you don't install Outlook then you can download a basic MAPI client from the MS website - I believe this to be the case. I have never it myself. Angus Howard Richter hbr4...@gmail.com wrote in message news: i2ue47563c01004301147hcf6139b6qb20c95337ac98...@mail.gmail.com... Lyle, Thanks I will give it a try. On Fri, Apr 30, 2010 at 2:07 PM, Lyle Taylor tayl...@ldschurch.org wrote: ** No, but there's not much to it, IMAP is a standard mailbox protocol and supported by Exchange (I suppose so long as your administrators have enabled it). Basically, you just configure the Mailbox in Remedy (for incoming mail) to use IMAP as the protocol, enter the username and password for the account you want to monitor and associate it with the correct outgoing mailbox in Remedy. For outgoing mail, you generally just use standard SMTP which Exchange also supports, entering your Exchange server as the SMTP server. You'll need to ask your Exchange admins if IMAP support is enabled in Exchange and if Remedy can send mail to port 25 on the Exchange server. Some places have separate e-mail relay servers for sending e-mail (you receive incoming e-mail using IMAP to the Exchange server, but send outgoing mail to another SMTP server), but that is not an issue either. You just would need to find out from you e-mail admins what SMTP server to use for sending e-mail. I don't know if that's very helpful, but it really is fairly straight forward (or at least, it should be). It's much more straightforward than trying to get MAPI to work - at least in my experience. Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Howard Richter *Sent:* Friday, April 30, 2010 11:28 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: MAPI client other then Outlook for a win 2003 server ** Lyle, I am willing to try anything. Do you know of a FAQ on interfacing IMAP with exchange for Remedy? Thanks Howard On Fri, Apr 30, 2010 at 12:29 PM, Lyle Taylor tayl...@ldschurch.org wrote: ** Unless you have a real need for MAPI, I've had better luck using IMAP instead. With that, there is no need to install a MAPI client. Lyle *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *LJ LongWing *Sent:* Friday, April 30, 2010 9:26 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: MAPI client other then Outlook for a win 2003 server ** Howard, Last time I checked, Microsoft was the main user/reason for existence of MAPI, and as such I have never come across a client that does MAPI other than Microsoft clients.according to http://en.wikipedia.org/wiki/Messaging_Application_Programming_Interface Outlook express supports a limited version of MAPI..but Outlook is the most common one I'm familiar with. *From:* Action Request System discussion
Re: Load Balancer Recommendations 7.5 AR Server Environment
We are using the F5, and it seems to work fine. I have also used ServerIron in the past with success. Realistically, I don't know how much it matters. The more important factors are probably cost and expertise to manage it. I know, for example, that, from what I've seen, the F5 is a complex product and will require training to manage it properly. ServerIron may be similar but seemed more straightforward from my limited perspective (it was managed by another group that I interfaced with to get it set up). Depending on the complexity of your environment and the amount of traffic, you may be able to get by fine with a Linux box with and some type of Open Source load balancer (if there is one). Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Abry Sent: Tuesday, May 04, 2010 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Load Balancer Recommendations 7.5 AR Server Environment ** Hi List, We are looking into purchasing a load Balancer for the Mid-Tier and a second load Balancer for the ARServers. We will be using ITSM 7.6 / 7.5 ARServer in a all Windows 2003 environment. We are using IIS / Apache Servlet Engine. We have a high number of users connecting via the Mid-Tier... I am looking for any recommendations on what customers are currently using for load balancers as well as success stories. I know BMC has recommendations in the Using a hardware load Balancer 7.1 white paper, but it would be good to know what has proven to be successful since BMC support only provides the white paper... I have seen on the list that some customers are using F5 BIG-IP. Thanks in advance. V/R, David Abry _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: MAPI client other then Outlook for a win 2003 server
Unless you have a real need for MAPI, I've had better luck using IMAP instead. With that, there is no need to install a MAPI client. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Friday, April 30, 2010 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: MAPI client other then Outlook for a win 2003 server ** Howard, Last time I checked, Microsoft was the main user/reason for existence of MAPI, and as such I have never come across a client that does MAPI other than Microsoft clients...according to http://en.wikipedia.org/wiki/Messaging_Application_Programming_Interface Outlook express supports a limited version of MAPIbut Outlook is the most common one I'm familiar with. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Friday, April 30, 2010 8:47 AM To: arslist@ARSLIST.ORG Subject: MAPI client other then Outlook for a win 2003 server ** Good morning, afternoon and evening All, I am working with a an ARserver version 7.0.01 patch 5. What other options do I have for a MAPI client (for a Win 2003 server) other then Outlook? As always thanks and take care, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: MAPI client other then Outlook for a win 2003 server
No, but there's not much to it, IMAP is a standard mailbox protocol and supported by Exchange (I suppose so long as your administrators have enabled it). Basically, you just configure the Mailbox in Remedy (for incoming mail) to use IMAP as the protocol, enter the username and password for the account you want to monitor and associate it with the correct outgoing mailbox in Remedy. For outgoing mail, you generally just use standard SMTP which Exchange also supports, entering your Exchange server as the SMTP server. You'll need to ask your Exchange admins if IMAP support is enabled in Exchange and if Remedy can send mail to port 25 on the Exchange server. Some places have separate e-mail relay servers for sending e-mail (you receive incoming e-mail using IMAP to the Exchange server, but send outgoing mail to another SMTP server), but that is not an issue either. You just would need to find out from you e-mail admins what SMTP server to use for sending e-mail. I don't know if that's very helpful, but it really is fairly straight forward (or at least, it should be). It's much more straightforward than trying to get MAPI to work - at least in my experience... Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Friday, April 30, 2010 11:28 AM To: arslist@ARSLIST.ORG Subject: Re: MAPI client other then Outlook for a win 2003 server ** Lyle, I am willing to try anything. Do you know of a FAQ on interfacing IMAP with exchange for Remedy? Thanks Howard On Fri, Apr 30, 2010 at 12:29 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: ** Unless you have a real need for MAPI, I've had better luck using IMAP instead. With that, there is no need to install a MAPI client. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Friday, April 30, 2010 9:26 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: MAPI client other then Outlook for a win 2003 server ** Howard, Last time I checked, Microsoft was the main user/reason for existence of MAPI, and as such I have never come across a client that does MAPI other than Microsoft clients...according to http://en.wikipedia.org/wiki/Messaging_Application_Programming_Interface Outlook express supports a limited version of MAPIbut Outlook is the most common one I'm familiar with. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter Sent: Friday, April 30, 2010 8:47 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: MAPI client other then Outlook for a win 2003 server ** Good morning, afternoon and evening All, I am working with a an ARserver version 7.0.01 patch 5. What other options do I have for a MAPI client (for a Win 2003 server) other then Outlook? As always thanks and take care, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ 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. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _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: {Remedy ARS} Clear All
Oh, the elegance of that! Nice solution!
Lyle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Scott Parrish
Sent: Thursday, April 29, 2010 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: {Remedy ARS} Clear All
Active Link: SetAllFieldsNull
Form: Your Form Name
Execute On: Button Your Button
Run If: $NULL$
If Action: Set Fields
Read Value For Field From: Your Form Name (not Current Screen. The SAME form
the Active Link executes on)
Set Field If: 0 = 1
If No Requests Match: Set Fields To NULL
If Multiple Requests Match: not a concern since 0 never equals 1
Check the Matching IDs checkbox. This will clear ALL of your fields.
Hope This Helps
Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of jham36
Sent: Thursday, April 29, 2010 4:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: {Remedy ARS} Clear All
I hope someone replies to this with a better solution. The only thing
I can think of is to do a set fields action and set all the fields to
NULL. That does not seem like the best solution. I look through the
documentation for something like PERFORM-ACTION-TABLE-CLEAR
table_field_ID, but i didn't see anything for fields.
Sorry I couldn't be of more help.
James
On Apr 29, 4:26 pm, Kemes, Lisa lisa.ke...@tycoelectronics.com
wrote:
Is there a way to clear all of the fields in an Active Link? (much like the
CTRL+E function in the User Tool?)
ARS 7.1 Patach 7
Oracle 10g
Lisa Kemes
AR System Developer
Tyco Electronics
717-810-2408 tel
717-810-2124 fax
lisa.ke...@tycoelectronics.com
___
UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org
attend wwrug10www.wwrug.comARSlist: Where the Answers Are
--
You received this message because you are subscribed to the Google Groups
Remedy ARS group.
To post to this group, send email to arsl...@googlegroups.com.
To unsubscribe from this group, send email to
arslist+unsubscr...@googlegroups.com.
For more options, visit this group
athttp://groups.google.com/group/arslist?hl=en.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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
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
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Default Web path in Server Information
I think the second point given by Pritch below is the key. The load balancer between the midtier and the server needs to have session persistence turned on so that it always directs a given user to the same backend server during their session. Otherwise, it may direct them to the other server at some point, causing it to try to log in the person again, generating the error you're seeing. I would NOT recommend making the default web path point to the specific AR servers, however. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of pritch Sent: Wednesday, April 28, 2010 6:51 AM To: arslist@ARSLIST.ORG Subject: Re: Default Web path in Server Information Maybe try to put in the specific server web path (ie http://server1/arsys for server1 and http://server2/arsys for server2). If the sticky bit is turned on with load balancing, the user should be directed to the same server during that session. On Wed, 28 Apr 2010 07:45:23 -0500, Aluru, Radhika radhika.al...@invesco.com wrote: Hi Listers, We have implemented load balancer for the mid tier server and it is working fine. But the only problem we are facing is with the Default web path in the server Information. We have given http://loadbalanceraliasname/arysy in the default web path. When user is clicking on the link that is present in the notification email, he is getting an error User is already connected to another machine. Has anyone got ideas on how to resolve this? Regards, Radhika Aluru Confidentiality Note: The information contained in this message, and any attachments, may contain confidential and/or privileged material. It is intended solely for the person(s) or entity to which it is addressed. Any review, retransmission, dissemination, or taking of any action in reliance upon this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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 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.
Re: Format of date or time value not recognized
This occasionally happens when you user has a different date/time format than what the server has. Even though the mid-tier will display it in the correct format, it doesn't recognize the format when it gets it back. The fix for me has always been to manually set the locale for that user(s) getting the error in their user preference record. In my case, I forced the people to en_US, but I know others have used other locales with success as well. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Monday, April 26, 2010 8:30 AM To: arslist@ARSLIST.ORG Subject: Re: Format of date or time value not recognized ** Amanullah, This is typically a problem of your client trying to submit a date/time that's not consistent with how the server is expecting it From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed) Sent: Saturday, April 24, 2010 3:59 AM To: arslist@ARSLIST.ORG Subject: Format of date or time value not recognized ** Hi there, What is the solution of this following error. [cid:image001.jpg@01CAE52C.4E6CB7F0] 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. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are inline: image001.jpg
Re: .NET API for 7.X
It looks like you're probably missing a DLL, or the path to a DLL the API uses. This is the set of DLLs that I've copied into my bin/Debug directory to get it running: 08/25/2008 08:04 AM 1,163,264 arapi71.dll 12/23/2008 11:25 AM 950,272 arcni71.dll 08/25/2008 08:00 AM77,824 arrpc71.dll 08/25/2008 08:01 AM 167,936 arutl71.dll 12/23/2008 11:25 AM36,352 BMC.arnettoc.dll 12/23/2008 11:25 AM 499,712 BMC.ARSystem.dll 12/23/2008 11:25 AM 301,476 BMC.ARSystem.tlb 12/23/2008 11:25 AM32,768 BMC.ARSystem.Utilities.Common.dll 12/23/2008 11:25 AM 897,861 BMC.ARSystem.xml 12/23/2008 11:25 AM 118,784 BMC.Atrium.dll 12/23/2008 11:25 AM51,682 BMC.Atrium.xml 02/13/2008 02:32 AM 1,581,056 cmdbapi21.dll 10/18/2007 01:01 AM 9,830,400 icudt32.dll 02/06/2007 11:38 AM 696,320 icuinbmc32.dll 02/06/2007 11:37 AM 606,208 icuucbmc32.dll 12/23/2008 11:25 AM 249,856 log4net.dll 12/23/2008 11:25 AM 1,287,495 log4net.xml 08/25/2008 09:16 AM 397,312 rcmn71.dll 04/30/2004 01:40 AM 282,624 vc6-re200l.dll You don't need to copy them all into your run directory, but that makes it easy for development and testing. When deploying, that's also the easiest. However, you could also copy all the native DLLs to any other directory on the system and add that directory to your system Path variable. The .NET DLLs need to be in your application's deployment (run) directory in order to be picked up, since you can't add them to the GAC. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Friday, April 23, 2010 6:51 AM To: arslist@ARSLIST.ORG Subject: Re: .NET API for 7.X ** OK. I was able to change my project platform from X64 to x86. That might at least tell my VS2008 console application to run in 32 bit mode. However now I get this error: FileNotFoundException was unhandled The specified module could not be found. (Exception from HRESULT: 0x8007007E) Seems like progress at least but this error occurred again on the .Login step of my code again. Does this mean the BMC.ARSystem.DLL is not registered properly to .NET? I did reference it in the Add Reference window and ran the regasm for it (under Framework not Framework64) and it seemed to setup properly from that. Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Thursday, April 22, 2010 6:03 PM To: arslist@ARSLIST.ORG Subject: Re: .NET API for 7.X ** On Windows, you only have access to the 32-bit Remedy native APIs, and the .NET API uses those DLLs to implement the functionality provided by the .NET API - the .NET API is pretty much a wrapper over the C API and uses the C API to do the actual work. 32-bit DLLs can only be used in a 32-bit process, so the .NET process that gets executed needs to run in 32-bit mode (that is, with a 32-bit version of the CLR). On a 64-bit OS, it will run a 64-bit version of the CLR by default. When it runs in the 64-bit CLR and then tries to load the 32-bit native DLLs, it generates this error, because you can't use a 32-bit DLL in a 64-bit process. If you are using a full version of Visual Studio (that is, not VS Express), you can set a build option that tells it to add a flag in the application that tells Windows to run it using the 32-bit CLR instead - you need to do that if you want to run it on a 64-bit OS. If you are building it with Visual Studio Express, that option is not available, so the application will always run using the 64-bit CLR on 64-bit machines, generating this error. You might be able to get around that if you're brave enough to figure out all the command line arguments to the compiler necessary to build the application, add the corresponding argument to the list and build it manually instead of within VS... Unfortunately, I'm not certain anymore what the option is, but I think it might be related to architecture or something. I can look it up again, if you're not able to find it. It took me a fair bit of looking before I found the relevant option and discovered that I couldn't use it, because I'm using VS Express... I hope that helps a little. In any case, that's the cause of what you're seeing. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A. Sent: Thursday, April 22, 2010 3:11 PM To: arslist@ARSLIST.ORG Subject: .NET API for 7.X ** I have downloaded and performed the steps to register and added environment path variables for the .NET API for 7.1 and even tried .NET 7.5 on a Windows 2008 Server. However, when I tried the API connection to our Remedy BMC 7.01 server using the code I found
Re: Any ksh shell experts on the list?
$? references the exit code for the application. Normally, a non-zero exit
code indicates an error, so I'm wondering if that's really the output of
sqlplus. Are you sure that it's exit code equals the number returned from the
select statement, rather than, say, printing the results out on stdout? If
it's writing the output to stdout, then you will need to execute sqlplus
differently so that it assigns the output to the variable. For example, I
think syntax similar to this may do it:
x = `someprogram args`
or
x = ${someprogram args}
Otherwise, I'm wondering about the quotes around your assignment statement. I
would expect not to have quotes there. I would expect something more like this:
RESULTS = $?
Then again, I'm more of a BASH person than KSH, and KSH is a bit special...
Lyle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pruitt, Christopher (Bank of America
Account)
Sent: Friday, April 23, 2010 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Any ksh shell experts on the list?
Are there any KSH shell experts on the list or can you point me to some. I am
at my wits end.
I have a script that monitors a Remedy table in Oracle and does a count of
records in that table. The select statement brings back a count but what I
can't seem to get the sqlplus to do is return the results of the select
statement back to a variable in the script. The reason I need it to return the
results of the count statement is to then test it in an If statement. Below is
an example of what I have tried.
I have tried some many different approaches to this and none seem to work. Has
anyone on here done something like this before?
#- Oracle SQL -
sqlplus -S $user/$pass EOF
select count(*)
from aradmin.monitor_table;
EXIT
EOF
let RESULTS = $?
#- If Statement -
if [ $RESULTS -gt 10 $RESULTS -lt 150 ];
then
echo'SUCCESS'
fi
Christopher Pruitt
Business Consulting III
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com
Confidentiality Notice: This message and any files transmitted with it are
intended for the sole use of the entity or individual to whom it is addressed,
and may contain information that is confidential, privileged, and exempt from
disclosure under applicable law. If you are not the intended addressee for this
e-mail, you are hereby notified that any copying, distribution, or
dissemination of this e-mail is strictly prohibited. If you have received this
e-mail in error, please immediately destroy, erase, or discard this message.
Please notify the sender immediately by return e-mail if you have received this
e-mail by mistake.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com 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
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: .NET API for 7.X
On Windows, you only have access to the 32-bit Remedy native APIs, and the .NET
API uses those DLLs to implement the functionality provided by the .NET API -
the .NET API is pretty much a wrapper over the C API and uses the C API to do
the actual work. 32-bit DLLs can only be used in a 32-bit process, so the .NET
process that gets executed needs to run in 32-bit mode (that is, with a 32-bit
version of the CLR). On a 64-bit OS, it will run a 64-bit version of the CLR
by default. When it runs in the 64-bit CLR and then tries to load the 32-bit
native DLLs, it generates this error, because you can't use a 32-bit DLL in a
64-bit process.
If you are using a full version of Visual Studio (that is, not VS Express), you
can set a build option that tells it to add a flag in the application that
tells Windows to run it using the 32-bit CLR instead - you need to do that if
you want to run it on a 64-bit OS. If you are building it with Visual Studio
Express, that option is not available, so the application will always run using
the 64-bit CLR on 64-bit machines, generating this error. You might be able to
get around that if you're brave enough to figure out all the command line
arguments to the compiler necessary to build the application, add the
corresponding argument to the list and build it manually instead of within VS...
Unfortunately, I'm not certain anymore what the option is, but I think it might
be related to architecture or something. I can look it up again, if you're not
able to find it. It took me a fair bit of looking before I found the relevant
option and discovered that I couldn't use it, because I'm using VS Express...
I hope that helps a little. In any case, that's the cause of what you're
seeing.
Lyle
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Thursday, April 22, 2010 3:11 PM
To: arslist@ARSLIST.ORG
Subject: .NET API for 7.X
**
I have downloaded and performed the steps to register and added environment
path variables for the .NET API for 7.1 and even tried .NET 7.5 on a Windows
2008 Server.
However, when I tried the API connection to our Remedy BMC 7.01 server using
the code I found on it we keep receiving this error:
{ is not a valid Win32 application. (Exception from HRESULT: 0x800700C1)}
This error occurs from this .NET code (highlighted in green below:)
Public Function GetRemedyObject(ByVal pRemedyServer As String, ByVal pRemedyUID
As String, ByVal pRemedyPWD As String, ByVal pRemedyPort As String, ByVal
pRemedyRPCProgramNum As String) As BMC.ARSystem.Server
Call objArSystemPub.Login(pRemedyServer, pRemedyUID, pRemedyPWD, )
Call
objArSystemPub.SetServerPort(Microsoft.VisualBasic.Conversion.Int(pRemedyPort),
Microsoft.VisualBasic.Conversion.Int(pRemedyRPCProgramNum))
GetRemedyObject = objArSystemPub
Return objArSystemPub
End Function
Does anyone in the list have any ideas what might be causing this error?
We have run through and added system environment variables for LIB and PATH and
added to the PATH variable where the API files are (that were downloaded from
the ARAPI75.NET.ZIP) and restarted the server but still no luck.
Is there other steps that need to be followed that will correct this error?
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761
_attend WWRUG10 www.wwrug.com 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
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Log size and server performance
Well, this isn't a definitive answer by any means, but my suspicion would be that the log file size should be pretty much irrelevant from a performance perspective, since it is just appending to the existing file, which is a quick operation. The more important point is that if you're getting that much logging output, just having logging on at all is probably impacting performance on the server. So, if the performance of the system seems acceptable with logging turned on, you should be able to let it run as long as you want, at least until you either meet you maximum file size or fill up the file system you're logging to without any additional performance impact due to the size of the log files. Now, how to do something useful with such large files is another question... Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Wednesday, April 21, 2010 9:49 AM To: arslist@ARSLIST.ORG Subject: Log size and server performance ** We are looking at capturing more effective logging to try and catch some interrmittent problems in production that we can't seem to re-produce in test. The problem is that the arfilter log on our server that runs escalations is currently 50M and contains about 2 minutes worth of information. This is, obviously, because of the notifications, but I'm curious as to what point I can increase my log file sizes before I start to see a perfomance hit. Any ideas/experiences? ITSM 7.0.03 P9 ARS 7.1 P6 Linux Oracle It looks like 100M would catch a 1/2 hour of information or longer in all logs except the arfilter (but we have to set all of the log files to the same size). 500M might get us a 1/2 hour in the filter log, but the other logs will be unnecessarily big and I'm wondering if having all of the logs that size could cause server response time to slow? Anne Ramey _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARAPI.NET 7.5.xxx
That's a good suggestion, LJ. Note, however, that the .NET API is not
officially supported, so you will probably need to contact the actual developer
of the API rather than BMC. I believe it is a BMC employee, so your e-mail
will still go to BMC, but you would not go through the normal support channel.
I believe the developer contact information is included with the readme or
similar that is included with the download.
Lyle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Wednesday, April 21, 2010 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARAPI.NET 7.5.xxx
Ok...I'm really out of my element on this onebut here is the obvious
error
Unable to cast object of type 'System.UInt32' to type 'System.Object[]'.
the un-obvious portion is why is it throwing this. I would suspect
there is a bug in the api. But to troubleshoot this I would modify the
program to pull a single 'sample' AL instead of all of themthis sample
would be a copy of one of the ones it's having problems with. Then I would
start making basic mods to the al, remove the run if qual, change its fire
on conditions, remove actions one at a time, etc till I found the offending
item. Then I would strip the AL down to just that condition causing the
fault and submit a ticket to BMC (or the support structure that supports the
VB API, if any) listing the code used and a def of the object causing the
issue.
I have had to do this SEVERAL times for the Java API...it typically takes
them 2-3 patches before they actually fix the API bugs, but they do
typically eventually get fixedtill then you hafta modify your program to
avoid the many potholes laying around.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, April 21, 2010 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARAPI.NET 7.5.xxx
Sending this for Paul ...
Version 7.1.00 Patch 007 200904160530
AssemblyQualifiedName BMC.ARSystem.ARTypeMgr, BMC.ARSystem,
Version=7.5.3397.30568, Culture=neutral, PublicKeyToken=8cae4d61f13dc9bb
_ARControlStruct
{Unable to cast object of type 'System.UInt32' to type 'System.Object[]'.}
StackTrace
at BMC.ARSystem.ARTypeMgr.ObjectFromVariantAR(Object given, Object var,
Server server)
at BMC.ARSystem.ARTypeMgr.ObjectFromVariant(Object given, Object var,
Server server)
at BMC.ARSystem.ARTypeMgr.ObjectFromVariant(Type typ, Object var, Server
server)
at BMC.ARSystem.Server.get__ARControlStruct()
DeclaringType {Name = ARTypeMgr FullName = BMC.ARSystem.ARTypeMgr}
System.Type
IsAbstract FALSE Boolean
IsAssembly TRUEBoolean
IsConstructor FALSE Boolean
IsFamilyFALSE Boolean
IsFamilyAndAssembly FALSE Boolean
IsFamilyOrAssembly FALSE Boolean
IsFinal FALSE Boolean
IsGenericMethod FALSE Boolean
IsGenericMethodDefinition FALSE Boolean
IsHideBySig TRUEBoolean
IsPrivate FALSE Boolean
IsPublicFALSE Boolean
IsSpecialName FALSE Boolean
IsStaticFALSE Boolean
IsVirtual FALSE Boolean
MemberType Method {8} System.Reflection.MemberTypes
MetadataToken 100663604 Integer
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Wednesday, April 21, 2010 9:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARAPI.NET 7.5.xxx
Can you provide the error?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Paul Kowalski
Sent: Wednesday, April 21, 2010 6:03 AM
To: arslist@ARSLIST.ORG
Subject: ARAPI.NET 7.5.xxx
I have a VB.NET program that reads Active links. It's a simple loop thru all
active links and output the RunIfQualification, out of over 3000 active
links around 10 fail and I'm getting an error from arapi.net. The active
links that fail pretty simple (not complex).
Are there any known issues or work arounds?
Server ARS 7.01
ARAPI.NET 7.5 (downloaded last week)
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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
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.
Re: Log size and server performance
Interesting. I haven't seen that behavior before. In that case, I'm not sure what to tell you. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Wednesday, April 21, 2010 10:30 AM To: arslist@ARSLIST.ORG Subject: Re: Log size and server performance ** I ask because I know appending to a 1 G file takes a lot longer (in computer time) than appending to a 1 M file. I was wondering if anyone was aware of a practical limit? Anne Ramey E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, April 21, 2010 12:09 PM To: arslist@ARSLIST.ORG Subject: Re: Log size and server performance ** Well, this isn't a definitive answer by any means, but my suspicion would be that the log file size should be pretty much irrelevant from a performance perspective, since it is just appending to the existing file, which is a quick operation. The more important point is that if you're getting that much logging output, just having logging on at all is probably impacting performance on the server. So, if the performance of the system seems acceptable with logging turned on, you should be able to let it run as long as you want, at least until you either meet you maximum file size or fill up the file system you're logging to without any additional performance impact due to the size of the log files. Now, how to do something useful with such large files is another question... Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Wednesday, April 21, 2010 9:49 AM To: arslist@ARSLIST.ORG Subject: Log size and server performance ** We are looking at capturing more effective logging to try and catch some interrmittent problems in production that we can't seem to re-produce in test. The problem is that the arfilter log on our server that runs escalations is currently 50M and contains about 2 minutes worth of information. This is, obviously, because of the notifications, but I'm curious as to what point I can increase my log file sizes before I start to see a perfomance hit. Any ideas/experiences? ITSM 7.0.03 P9 ARS 7.1 P6 Linux Oracle It looks like 100M would catch a 1/2 hour of information or longer in all logs except the arfilter (but we have to set all of the log files to the same size). 500M might get us a 1/2 hour in the filter log, but the other logs will be unnecessarily big and I'm wondering if having all of the logs that size could cause server response time to slow? Anne Ramey _attend WWRUG10 www.wwrug.com 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. _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
Re: ARAPI.NET 7.5.xxx
Or did he leave the source code somewhere accessible so that anyone that wants
can fix it and rebuild it?
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Wednesday, April 21, 2010 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARAPI.NET 7.5.xxx
**
Oknow the next big question...did someone else unofficially pick up the
support, did he take it with him, or is that API now dead?
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Wednesday, April 21, 2010 10:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARAPI.NET 7.5.xxx
**
Just as an FYI, Appajee recently left BMC (of his own decision) - so he's no
longer a BMC employee.
-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.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Wednesday, April 21, 2010 9:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARAPI.NET 7.5.xxx
**
I believe that Appajee is the person still caring for the .NET API set. He has
been pretty responsive in the past to issues brought up. Might want to go
through the BMCDN, though, as he probably monitors that more than the ARSList.
Rick
On Wed, Apr 21, 2010 at 9:12 AM, Lyle Taylor
tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote:
That's a good suggestion, LJ. Note, however, that the .NET API is not
officially supported, so you will probably need to contact the actual developer
of the API rather than BMC. I believe it is a BMC employee, so your e-mail
will still go to BMC, but you would not go through the normal support channel.
I believe the developer contact information is included with the readme or
similar that is included with the download.
Lyle
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of LJ
LongWing
Sent: Wednesday, April 21, 2010 10:04 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARAPI.NEThttp://arapi.net/ 7.5.xxx
Ok...I'm really out of my element on this onebut here is the obvious
error
Unable to cast object of type 'System.UInt32' to type 'System.Object[]'.
the un-obvious portion is why is it throwing this. I would suspect
there is a bug in the api. But to troubleshoot this I would modify the
program to pull a single 'sample' AL instead of all of themthis sample
would be a copy of one of the ones it's having problems with. Then I would
start making basic mods to the al, remove the run if qual, change its fire
on conditions, remove actions one at a time, etc till I found the offending
item. Then I would strip the AL down to just that condition causing the
fault and submit a ticket to BMC (or the support structure that supports the
VB API, if any) listing the code used and a def of the object causing the
issue.
I have had to do this SEVERAL times for the Java API...it typically takes
them 2-3 patches before they actually fix the API bugs, but they do
typically eventually get fixedtill then you hafta modify your program to
avoid the many potholes laying around.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms,
Frederick W
Sent: Wednesday, April 21, 2010 9:36 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARAPI.NEThttp://arapi.net/ 7.5.xxx
Sending this for Paul ...
Version 7.1.00 Patch 007 200904160530
AssemblyQualifiedName BMC.ARSystem.ARTypeMgr, BMC.ARSystem,
Version=7.5.3397.30568, Culture=neutral, PublicKeyToken=8cae4d61f13dc9bb
_ARControlStruct
{Unable to cast object of type 'System.UInt32' to type 'System.Object[]'.}
StackTrace
at BMC.ARSystem.ARTypeMgr.ObjectFromVariantAR(Object given, Object var,
Server server)
at BMC.ARSystem.ARTypeMgr.ObjectFromVariant(Object given, Object var,
Server server)
at BMC.ARSystem.ARTypeMgr.ObjectFromVariant(Type typ, Object var, Server
server)
at BMC.ARSystem.Server.get__ARControlStruct()
DeclaringType {Name = ARTypeMgr FullName = BMC.ARSystem.ARTypeMgr}
System.Type
IsAbstract FALSE Boolean
IsAssembly TRUEBoolean
IsConstructor FALSE Boolean
IsFamilyFALSE Boolean
IsFamilyAndAssembly FALSE Boolean
IsFamilyOrAssembly FALSE Boolean
IsFinal FALSE Boolean
IsGenericMethod FALSE Boolean
IsGenericMethodDefinition FALSE Boolean
IsHideBySig TRUEBoolean
IsPrivate FALSE Boolean
IsPublicFALSE Boolean
IsSpecialName FALSE Boolean
IsStatic
Re: ARAPI.NET 7.5.xxx
Have you considered making the source code freely available? I can understand why you might not want to release the Java or C source code, but since the .NET API is just a layer over the C code, I'm not sure there would be any proprietary information in there that you wouldn't want getting out... Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, April 21, 2010 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: ARAPI.NET 7.5.xxx ** The code was not lost - it was transferred to others within BMC. However, I don't know that those individuals watch the ARSList. I'll softly suggest that they consider doing so. -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. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, April 21, 2010 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: ARAPI.NET 7.5.xxx ** Or did he leave the source code somewhere accessible so that anyone that wants can fix it and rebuild it? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Wednesday, April 21, 2010 10:38 AM To: arslist@ARSLIST.ORG Subject: Re: ARAPI.NET 7.5.xxx ** Oknow the next big question...did someone else unofficially pick up the support, did he take it with him, or is that API now dead? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, April 21, 2010 10:27 AM To: arslist@ARSLIST.ORG Subject: Re: ARAPI.NET 7.5.xxx ** Just as an FYI, Appajee recently left BMC (of his own decision) - so he's no longer a BMC employee. -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. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Wednesday, April 21, 2010 9:13 AM To: arslist@ARSLIST.ORG Subject: Re: ARAPI.NET 7.5.xxx ** I believe that Appajee is the person still caring for the .NET API set. He has been pretty responsive in the past to issues brought up. Might want to go through the BMCDN, though, as he probably monitors that more than the ARSList. Rick On Wed, Apr 21, 2010 at 9:12 AM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: That's a good suggestion, LJ. Note, however, that the .NET API is not officially supported, so you will probably need to contact the actual developer of the API rather than BMC. I believe it is a BMC employee, so your e-mail will still go to BMC, but you would not go through the normal support channel. I believe the developer contact information is included with the readme or similar that is included with the download. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Wednesday, April 21, 2010 10:04 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: ARAPI.NEThttp://arapi.net/ 7.5.xxx Ok...I'm really out of my element on this onebut here is the obvious error Unable to cast object of type 'System.UInt32' to type 'System.Object[]'. the un-obvious portion is why is it throwing this. I would suspect there is a bug in the api. But to troubleshoot this I would modify the program to pull a single 'sample' AL instead of all of themthis sample would be a copy of one of the ones it's having problems with. Then I would start making basic mods to the al, remove the run if qual, change its fire on conditions, remove actions one at a time, etc till I found the offending item. Then I would strip the AL down to just that condition causing the fault and submit a ticket to BMC (or the support structure that supports the VB API, if any) listing the code used and a def of the object causing the issue. I have had to do this SEVERAL times for the Java API...it typically takes them 2-3 patches before they actually fix the API bugs, but they do typically eventually get fixedtill then you hafta modify your program to avoid the many potholes laying around. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf
Re: Service-now.com
Yes, with an empty system for custom apps. You start throwing any BMC apps, and you'll quickly hit that limit, preventing you from doing pretty much anything. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Timothy Powell Sent: Monday, April 19, 2010 2:25 PM To: arslist@ARSLIST.ORG Subject: Re: Service-now.com ** But the DEMO license still works. Three fixed licenses, unlimited time frame, and a 2000 record limit per form. Anybody should be able to develop with those minor restrictions with no issue. Tim Powell From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com Sent: Monday, April 19, 2010 3:10 PM To: arslist@ARSLIST.ORG Subject: Re: Service-now.com ** This is not about sales. This is about technology. There are a lot of vendors that have been around for many years that still offer a method for developers to leverage free licensing and develop their product (with minor restrictions). Not having a demo license past 60 (or whatever the time limit) is annoying. I am going to enjoy this new freedom with Service Now while it last. And so will my clients. Who knows... it may last for a very long time . In a message dated 4/19/2010 2:48:37 P.M. Eastern Daylight Time, jdso...@shyle.net writes: ** In most cases though (at least in the mid size business market), if you cannot justify buying a product in about 60 days, then you do not need the product. Remedy sales however is quite flexible in granting renewals on TRIAL licenses beyond the 60 days. The limitation is more to protect their interests than to restrict you as a customer. Service now is fairly new in the market which is why they are fairly liberal at the moment on their demo and trial licenses. I'm pretty sure they will draw up those kind of limitations if they catch up with their competitors that are currently ahead of them. So I guess enjoy that while it lasts.. Remedy used to have a 90 day trial license.. That used to be more than enough for most sales purposes.. I didn't know they reduced it down to 60.. When did that happen? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of oracle...@aol.com Sent: Monday, April 19, 2010 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: Service-now.com ** Yes - they trial last for 30-60 days, and I want to be able to develop without using my client's server. Kind of like in the old days when we had UNLIMITED access under demo. ... Looks like this is available under Service-Now. In a message dated 4/14/2010 3:15:10 P.M. Eastern Daylight Time, jdso...@shyle.net writes: ** Do you have a problem when you request for TRIAL licenses? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of oracle...@aol.com Sent: Wednesday, April 14, 2010 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: Service-now.com ** I might check Service-now out. And if I like it - I will recommend this to my Clients. With Remedy I can't get the free demo license anymore, and I personally am not happy with Remedy's support. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: TR vs DB sanity check please
Actually, that is not correct - the first two statements are NOT equal. The first statement will fire if AssignedToTech is set to $NULL$, and the database value is NOT $NULL$. The second statement will not. However, the second and third statements are essentially equivalent - they will both fire if the value is changed to any non-null value that doesn't match the database value. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of cpgold Sent: Thursday, April 15, 2010 4:27 PM To: arslist@ARSLIST.ORG Subject: Re: TR vs DB sanity check please ** NOTE Listers: 'AssignedToTech' != 'DB.AssignedToTech' is equal to 'TR.AssignedToTech' != 'DB.AssignedToTech' and 'TR.AssignedToTech' != $NULL$ this qual 'AssignedToTech' != 'DB.AssignedToTech' AND 'TR.AssignedToTech' != $NULL$ is redundant. On Thu, Apr 15, 2010 at 12:02 PM, Tanner, Doug doug.tan...@compass-usa.commailto:doug.tan...@compass-usa.com wrote: Foolproof method (assuming the field is NOT required at the database level) 'AssignedToTech' != 'DB.AssignedToTech' AND 'TR.AssignedToTech' != $NULL$ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Brien Dieterle Sent: Thursday, April 15, 2010 12:50 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: TR vs DB sanity check please Maybe add an AND 'TR.AssignedToTech' != $NULL$ Brien On 4/15/2010 9:28 AM, Drew Shuller wrote: I typed the email wrong. I've tried the Run If as both 'TR.AssignedToTech' != 'DB.AssignedToTech' and without the TR in the first instance. I'm running a Notify action. I do get inconsistent results. Drew ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are DISCLAIMER Important! This message is intended for the above named person(s) only and is CONFIDENTIAL AND PROPRIETARY. If you are not the intended recipient of this e-mail and have received it in error, please immediately notify the sender by return email and then delete it from your mailbox. This message may be protected by the attorney-client privilege and/or work product doctrine. Accessing, copying, disseminating or re-using any of the information contained in this e-mail by anyone other than the intended recipient is strictly prohibited. Finally, you should check this email and any attachments for the presence of viruses, as the sender accepts no liability for any damage caused by any virus transmitted by this email. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: How to accurately test fail-over
Shutting down AR Server A should do it if you have your operations rankings configured correctly. If it doesn't fail over (note that it can take a couple minutes to fail over), then it sounds like the other servers don't think that they can take over those operations (for example, if their rank is null). Note that I have not consistently seen failover if one of the sub processes has died - e.g., AR Server A is up, but the e-mail process on that server has died. We filed a bug on that a while back - it was supposedly fixed, but I haven't tested it, so I can't vouch for it. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, April 16, 2010 3:04 PM To: arslist@ARSLIST.ORG Subject: How to accurately test fail-over Hello All, Do any of you know of a tried, tested and accurate method to test fail-over for multiple AR Servers in the server group? Some of the many functions that need to be tested are: - AR Server - Email - Flash Boards - Approval Server To see if the system would fail over from A to B: I have tried killing the process on A, and that proved unsuccessful. I have tried Shut down the A server and that was also unsuccessful. I am looking for a method that is tried and tested to accurately test fail-over Please, any assistance is appreciated. Thank you, William Abdo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: How to accurately test fail-over
All processes in the server group should be running at all times. Nothing will start automatically. As I understand it, the way the server group works is that the backend process apps (e.g., e-mail) will stay awake but in a standby state. They periodically poll the database to see if they need to take over. If they do, then they start processing until the primary becomes available again. If you didn't have the Server B processes running, then you need to start them. If you did have them running, then I still question your server group configuration - perhaps the server settings (do both servers know that they belong to a server group?). Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, April 16, 2010 3:28 PM To: arslist@ARSLIST.ORG Subject: Re: How to accurately test fail-over Thank You Lyle, We have the ranking configured to A as 1 and B as 2. We shut down server A and it did not fail over to B. Wow according to what you stated this should of worked. Is there anything else we should check? Also should those processes be in a running state on the B server prior to the fail over from A or will they get started automatically? In this case they were already started, however I want to be sure about that point also. Thank you for the input on the Bug also. I would think it should then also. Thank you, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, April 16, 2010 5:20 PM To: arslist@ARSLIST.ORG Subject: Re: How to accurately test fail-over Shutting down AR Server A should do it if you have your operations rankings configured correctly. If it doesn't fail over (note that it can take a couple minutes to fail over), then it sounds like the other servers don't think that they can take over those operations (for example, if their rank is null). Note that I have not consistently seen failover if one of the sub processes has died - e.g., AR Server A is up, but the e-mail process on that server has died. We filed a bug on that a while back - it was supposedly fixed, but I haven't tested it, so I can't vouch for it. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Friday, April 16, 2010 3:04 PM To: arslist@ARSLIST.ORG Subject: How to accurately test fail-over Hello All, Do any of you know of a tried, tested and accurate method to test fail-over for multiple AR Servers in the server group? Some of the many functions that need to be tested are: - AR Server - Email - Flash Boards - Approval Server To see if the system would fail over from A to B: I have tried killing the process on A, and that proved unsuccessful. I have tried Shut down the A server and that was also unsuccessful. I am looking for a method that is tried and tested to accurately test fail-over Please, any assistance is appreciated. Thank you, William Abdo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Logic in active links vs. filters
Doug, Thanks for this excellent post. I think these are excellent points. I have to note, however, that when customizing an existing application, this is not always possible. A case in point is in trying to validate Asset/CI attribute values when the sandbox is enabled (at least in CMDB 2.0 or 2.1). Doing it in filters causes all kinds of problems due to design of the sandbox and effectively forces you to make those business logic validations with active links unless you disable the sandbox (which I actually advocate for CMDB 2.0/1). I believe I have run into similar issues with field validation in some of the other ITSM apps as well. I have also found that, at times, due to the limitation in the Remedy GUI capabilities, a better user experience can be had if certain validation is done via active links rather than filters, because it gives you more flexibility in how you handle the response (setting focus on a field, popping up a specific dialog, etc.). There is always a balance to be had, though, due to the extra overhead of going back to the server. That said, I do think it also makes sense to duplicate that logic in filters on the server to ensure your data integrity. Regards, Lyle Taylor From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: Friday, April 16, 2010 1:38 PM To: arslist@ARSLIST.ORG Subject: Logic in active links vs. filters ** First, I changed Jason's subject line -- was OT: Extracting digits from a character field -- because the topic is really different and I wanted to make sure that folks can see the discussion for what it is really about. With this said, I will share what is best practice and provides the best solution. This includes issues of perfomance and consistency of functionality in the mix of clients and api programs and importing data and all other interaction with the system. One additional point, what I am describing here has ALWAYS been the best practice. There are some folks who thought that something different was better (yes, even some folks on the Remedy/BMC application development teams but that was corrected years ago). But, the same answer has always been the right answer. Filters -- 100% of your business logic should be implemented in filters. EVERY rule, EVERY restriction, EVERY lookup that is for validation or enforcement. EVERYTHING should be done in filters. It is the only way to gaurantee that the logic is done no matter how someone access the system. Whether through an API program or the client or in any way. These are your business rules. You want to protect your data and to have complete and consistent operations. The only way to gaurantee it is in filters. Also, it is the best performing solution. You cannot control the client the customer is coming in on. You cannot control the network speed/latency. You have full and complete control on the server. You can scale a server up -- you cannot scale up unknown clients. You can add server groups and split load and do all kinds of things with plugins for extra processing or whatever on the server. You cannot on the client. Active link -- are for screen fiddling and customer fillin assistance. You can do some checking and some business logic checking because you want to give more immediate feedback or give some feedback before the next stage of the process. BUT, that logic should be 100% replicated in the server to ensure that the business logic is done. In general, you want to minimize active links if possible. - performance -- fewer things on the wire, fewer things running interactivly for the client, fewer things happening - end user experience -- if it is not important for the customer to get the action, DON'T DO IT. Too often there is gratuitous screen fiddling going on with active links that does stuff on the client side that is really not useful to the user of the system. Sometimes it is simply unnecessary. Sometimes it is to work around where a better design would be useful. Yes, you need active links. Sometimes you need a lot of them. But, their purpose is for screen interaction and assisting the end user to interact with the system. Not for business logic. Escalations -- see filters above. These are server side business logic and the same reasoning and topics for filters apply to escalations. To go one step further, you sometimes want to use filters to speed up active link interaction What do I mean here? Well, say you needed to get 5 pieces of data for the customer and they were on different records whenever they selected an option. Using active links, that is 5 set fields operations that means 5 round-trips to the server (actually 10 round trips before 7.1, but 5 in 7.1). Using the service call from an active link and having filters run on service, you can put the logic of the 5 set fields in one
Re: KB tool
I think it depends a bit on what you're environment is and what you're looking for. RKM is designed around Remedy, so you do get some nice integration features like being able to specify resolution category information, etc., for when you use a KB article to solve an Incident and such. That said, I would also look at the number of people using the system, how you intend the KB to be used (self support, as an aid to the help desk, etc.), how many articles you expect to have in the KB, etc. In my experience, RKM is not an enterprise class application, but it more suited to smaller shops. It lacks good management capabilities for a large number of users, Remedy support groups, and articles. For a smaller shop (say, less than 100 support groups, or only a few hundred users, a few hundred or a few thousand articles, etc.), RKM may be fine. For a larger organization, in my experience, the tool has not been stable enough or manageable enough. In our case, it has been the most problematic of any of the BMC applications I've worked with. So, for a small to medium organization, RKM may work fine. For a larger organization, or where you intend to supply a knowledge base to a large set of external clients, there are a number of other possible solutions that may work better for you depending on your needs, and most of the major KB vendors will claim that they can integrate with Remedy in one way or another. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Alan Blake Sent: Thursday, April 15, 2010 8:14 AM To: arslist@ARSLIST.ORG Subject: Re: KB tool ** RKM is a good tool and integrates nicely. I recommend you look to Knowledge Centered Support (KCS) in creating a solid KM process and then select a tool that facilitates your process. Alan Blake Knowlysis --- On Wed, 4/14/10, David Drake david.dr...@wipro.com wrote: From: David Drake david.dr...@wipro.com Subject: Re: KB tool To: arslist@ARSLIST.ORG Date: Wednesday, April 14, 2010, 5:44 PM Remedy's RKM is the best From: Action Request System discussion list(ARSList) on behalf of lakhes Sent: Wed 4/14/2010 4:35 PM To: arslist@ARSLIST.ORG/mc/compose?to=arsl...@arslist.org Subject: KB tool ** Hi listners, Does anyone intergrated any KB tool with remedy ? Any recommendations? Thanks _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Attention: List Administrator Dan Bloom...
I saw the same thing a couple days ago. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Thursday, April 15, 2010 12:10 PM To: arslist@ARSLIST.ORG Subject: Attention: List Administrator Dan Bloom... ** Despite of my messages being successfully posted, I get an automatic notification hours later about Rejected Posting with my original email as an attachment.. Is everyone else experiencing the same thing or is it only me? Joe _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: DR Recovery
A server group behind a load balancer can help you accomplish this. If you want, direct all traffic to the primary server unless it's down, then the LB can direct traffic to the backup server. They can both be up at the same time, and the IP address doesn't need to be the same, and you don't need to replicate data. You would just have a DNS alias for the load balancer that would be exposed to clients - they wouldn't need to know the details about what's behind the LB. That doesn't address database failure, but there are other options in that realm that are database specific. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Tuesday, April 13, 2010 12:51 PM To: arslist@ARSLIST.ORG Subject: DR Recovery ** Hi All, If you have a DR box that is mirrored after Production. Someone was telling me that there are DR tools that will allow you to have the same Hostname and IP address for Prod and the DR server, and allow synchronization between the two servers. During fail over it switches to the DR Box. My question is if DR server is up, it cannot have the same host name and IP address. If the DR is down, then the synchronization of data will not take place. Is there a way to have DR mirrored with the same IP and host name? _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: DR Recovery
Well, I guess it depends on what you’re trying to accomplish. I’m not sure if I see a benefit in doing that over having a server group, though… Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Tuesday, April 13, 2010 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: DR Recovery ** BMC told me there is a way to do mirroring with the same IP address, and the same Host name. They said it is best that I do not change the Host name and IP so then config files do not need to be modified. In a message dated 4/13/2010 3:30:35 P.M. Eastern Daylight Time, tayl...@ldschurch.org writes: ** A server group behind a load balancer can help you accomplish this. If you want, direct all traffic to the primary server unless it’s down, then the LB can direct traffic to the backup server. They can both be up at the same time, and the IP address doesn’t need to be the same, and you don’t need to replicate data. You would just have a DNS alias for the load balancer that would be exposed to clients – they wouldn’t need to know the details about what’s behind the LB. That doesn’t address database failure, but there are other options in that realm that are database specific. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Tuesday, April 13, 2010 12:51 PM To: arslist@ARSLIST.ORG Subject: DR Recovery ** Hi All, If you have a DR box that is mirrored after Production. Someone was telling me that there are DR tools that will allow you to have the same Hostname and IP address for Prod and the DR server, and allow synchronization between the two servers. During fail over it switches to the DR Box. My question is if DR server is up, it cannot have the same host name and IP address. If the DR is down, then the synchronization of data will not take place. Is there a way to have DR mirrored with the same IP and host name? _attend WWRUG10 www.wwrug.com 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. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
Re: DR Recovery
To partially answer your initial question, though, they were probably talking about some kind of clustering solution. For example, Windows has one or more clustering solutions available that can be used for high-availability solutions, and one of them may include this functionality. That said, as far as creating a HA solution for Remedy (not including the database), server groups is a very easy solution and, depending on the capabilities of your load balancer, may not require any work on your part to fail over if the primary host goes down. When we first bought Remedy, we purchased a hot backup license which might have been along the lines of what you’re proposing and dropped that in favor of using a server group instead. Lyle From: Lyle Taylor Sent: Tuesday, April 13, 2010 2:26 PM To: 'arslist@ARSLIST.ORG' Subject: RE: DR Recovery Well, I guess it depends on what you’re trying to accomplish. I’m not sure if I see a benefit in doing that over having a server group, though… Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Tuesday, April 13, 2010 2:22 PM To: arslist@ARSLIST.ORG Subject: Re: DR Recovery ** BMC told me there is a way to do mirroring with the same IP address, and the same Host name. They said it is best that I do not change the Host name and IP so then config files do not need to be modified. In a message dated 4/13/2010 3:30:35 P.M. Eastern Daylight Time, tayl...@ldschurch.org writes: ** A server group behind a load balancer can help you accomplish this. If you want, direct all traffic to the primary server unless it’s down, then the LB can direct traffic to the backup server. They can both be up at the same time, and the IP address doesn’t need to be the same, and you don’t need to replicate data. You would just have a DNS alias for the load balancer that would be exposed to clients – they wouldn’t need to know the details about what’s behind the LB. That doesn’t address database failure, but there are other options in that realm that are database specific. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Tuesday, April 13, 2010 12:51 PM To: arslist@ARSLIST.ORG Subject: DR Recovery ** Hi All, If you have a DR box that is mirrored after Production. Someone was telling me that there are DR tools that will allow you to have the same Hostname and IP address for Prod and the DR server, and allow synchronization between the two servers. During fail over it switches to the DR Box. My question is if DR server is up, it cannot have the same host name and IP address. If the DR is down, then the synchronization of data will not take place. Is there a way to have DR mirrored with the same IP and host name? _attend WWRUG10 www.wwrug.com 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. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
Re: Join Forms
It depends on your data. If you don't have too much data, then you can just index one field (note that the request ID - field 1 - is always indexed by default). If you have a lot of data, then it can be beneficial to index more fields. Basically, the way it works is that if you have one field indexed, it will search based on that index, and then scan all the results to find items that match the rest of the qualification. If you have more fields indexed, then it can go more directly to the item you're searching for, which is more efficient. Note that for this to be effective, you need a single index that includes all the fields rather than having a separate index on each of the fields. Otherwise, the database will simply choose one of the indexes (whichever one it thinks will be most efficient) and use that, ignoring the others. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa Sent: Tuesday, April 13, 2010 2:09 PM To: arslist@ARSLIST.ORG Subject: Join Forms ** The BMC Documentation says For optimal performance, use indexed fields in the join criteria. If I use a qualification for the Join Criteria of ( 'Survey Number' = $Survey Number$) AND ( 'Network ID' = $Network ID$) AND ( 'TEIS Request ID' = $Request ID$), for optimal performance should each of these fields be indexed on each form? Or would it be OK for just one of these fields on each form? Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax lisa.ke...@tycoelectronics.com _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Find Known Errors that are NOT related to a Change
You could easily do this using a join form between PBM:Known Error and PBM:Known Error Associations. Create the form as an outer join with the associations form on the right. You join criteria will be $Known Error ID$ = 'Request ID02' AND 'Request Type01' = Infrastructure Change. Add the Known Error ID field and Request ID02 fields to the form. When you do a search, it will show a record for each Known Error record. If there is a match in the associations table, it will also bring that information in as well. If there is no match, then any fields from the associations table that you put on the join form (Request ID02 in this case) will be NULL. So to find all Known Errors that don't have a corresponding change, just search for all the records in the join form where one of the association fields (Request ID02) is $NULL$. That will show all Known Errors that don't have a corresponding relationship record to a Change. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Benedetto Cantatore Sent: Tuesday, April 06, 2010 7:48 AM To: arslist@ARSLIST.ORG Subject: Re: Find Known Errors that are NOT related to a Change ** Here's a quick stab at how I'd do it. I'm not sure if you're trying to show this info in a report or in a form, but basically you want to compare records in PBM:Known Error against PBM:Known error Associations. Then search against Request ID02 where it does not match Known Error ID and Request Type equals Infrastructure Change. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 jha...@gmail.com 04/06/10 3:08 AM I am trying to figure out how to find Known Errors that are not associated to a Change request. We are using Known Errors to track bugs and enhancements to in-house software. We associate corrected KEs to change requests as a Release. I am trying to find KEs that are not associated to a change (release) to make sure that they are addressed and don't fall through the cracks. I can easily find which ones are associated to a change by looking at the Associations forms, but I am stumped on how to find ones that are NOT associated. We are on ARS 7.1 and ITSM 7.03. Thanks, James ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Finding memory leaks in the AR System
Are you making form or workflow changes on that server while users are using it? Are you creating new ITSM Support Groups while other are logged on to the system? Is Development Cache Mode turned off? If the answer to the last question is “yes”, then either of the first two actions will cause the server to create a new copy of the workflow/forms cache in memory until the users that were logged in during the change log out for a short period. For example, if you create a support group, the server thinks it needs to recache everything, so it creates a copy of the current cache for those that are currently logged in and then pulls the new one from the server to reflect the changes (or something along those lines). In any case, the result is that you then have multiple copies of the cache in memory, which can easily consume all of your memory depending on how much workflow you have loaded and how many times it pulls a new copy of the cache into memory. That said, my experience is based on ARS 7.1, but I wouldn’t be surprised if it’s essentially the same in 7.5… Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Halstead Sent: Tuesday, April 06, 2010 3:39 PM To: arslist@ARSLIST.ORG Subject: Finding memory leaks in the AR System ** Hey all, We're running AR System 7.5 patch 004 and we are finding that our server is eating up memory and not releasing it. We are in the UAT process and have roughly 10 testers testing the system. During this time we've noticed a huge memory allocation and eventually the arserverd process would consume 2-3 gigs of memory and all the swap space, at which point the machine comes to it's knees and the process needs to be forcibly killed or the box hard restarted. I remember reading somewhere that the AR System doesn't release memory for large queries, but instead just reuses the memory address space. Is this still true for 7.5? Are there any type of performance configurations I can add to the ar.conf file to allow the AR System to release the memory it allocates? Or to prevent a query from taking all the available memory on the box? I thought the AR System used temporary file storage for storaging a large SQL result? Our 6.3 AR System stores temporary query result files in /var/tmp/ARpen* files, does 7.5 not do the same thing? I just thought I would ping the list before I open a ticket with BMC and see if anyone else is seeing a memory leak or has had this problem occur to them in the past. Though I'm not sure who all is running the latest 7.5 AR System. Any help would be appreciated as I'm not sure what BMC will want me to look for to determine a memory leak and I don't like to engage them without some sort of proof that one exists. Our server specs are the following: System Configuration: Sun Microsystems sun4u Sun Fire V210 System clock frequency: 167 MHZ Memory size: 4GB CPUs E$ CPUCPU CPU Freq SizeImplementation MaskStatus Location --- -- - - -- 01002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P0 11002 MHz 1MB SUNW,UltraSPARC-IIIi2.4on-line MB/P1 AR System 7.5 patch 004 Apache Tomcat 5.5.28 / Midtier 7.5 patch 004 If you guys need more server specs let me know. We are trying to replicate the issue but we are unsure how it happens and don't really know where to start. Thanks for the help. -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com 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.
Re: Oracle table space issue
You should be able to add additional tablespace without any problems. I'm not sure if you need to bring the database down to do it, though. One thing you might consider looking at, though, is whether your CLOB columns are being stored in-row or out-of-row (you didn't indicate which version of Remedy you are using, but this should apply to at least 7.0 and beyond). There is a whitepaper about the issue and how to change it. The whitepaper is available from BMC's website with the other documentation. Depending on your data, switching the CLOBs from out-of-row to in-row can significantly reduce the space used by your database and improve response times as well. When we made the change on our production database, our space usages when from about 190GB down to about 12GB. That's more than a 90% reduction in space. Your mileage may vary. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of lakhes Sent: Thursday, April 01, 2010 7:45 AM To: arslist@ARSLIST.ORG Subject: Oracle table space issue ** Hi Listners, I need assistance on follwoing issue. We found out that our Oracle 10 is running out of 32g table space. Is it going to cause any major problem? Can we add 1G Table space? Has anyonedone this before can advise us if is it going to cause any major problems? The other option suggested was reindexing so which option one should we go for? What typical procedure to do the option? Do we have to bring remedy services down? Thanks _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Change Manager - Change Implementer
SARBOX is US only, but the concept of SOD is universal. I don't think the tool NEEDS to enforce that policy, but it would be nice if it COULD support it if you wanted OOB. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Tuesday, March 30, 2010 8:16 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementer Isn't SARBOX a US only control? I don't see BMC creating a SARBOX compliant application when they are multinational. I would be more interested in a better tested/less buggy product that I can create some workflow to manage process'. SARBOX is also pretty loose as far as each company creating its own process to remain compliant and I really would hate for BMC to start dictating that too. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Monday, March 29, 2010 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementer I cannot agree more. I think the next frontier is to be SARBOX compliant, in addition to be ITIL compliant. Now that would be a very competitive edge for BMC Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Chowdhury, Tauf [tauf.chowdh...@frx.com] Sent: Monday, March 29, 2010 11:44 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementer From our experience in recently implementing CHM 7.0.3, relying on business process as your ONLY means of enforcement of segregation of duties is something that sounds good on paper but not on the pavement. As in previous posts, we've had to use custom filters to enforce the business process of not having the same Change Manager also being the Assignee/Implementer. IMO, the tool enforcement needs to be in place when dealing with SOX and any other audit requirements. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee Sent: Monday, March 29, 2010 11:40 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementer Can't you still separate roles using Remedy change configuration rules, approval mappings, and AP-administration? The software is not the process nor does it control the process. The organization still has its own processes and rules. ITSM is a way to capture the data for service management purposes.For example, you can implement an organizational policy that says financial changes have to have a particular approval from a particular non-IT, accounting staff member. His signed authorization is a required approval for anyone in IT implementing that change. I don't see where Remedy ITSM is not SARBOX compliant. It supports SARBOX policies and processes which is what you want for an IT Service Management package. You want to have historical record of the changes to all the systems and how they were implemented. The degree and complexity of SOD is up to the organization, its structure, and its business needs. ITSM just records and helps automate the capture and processing of the service and process related data. For example, if your accounting application development team propose a change, Remedy CM is there to record the reviews and approvals by the parties. I would assume it would include your IT technical staff but would also include your accounting staff. The accounting staff may also want an outside auditor to review and approve the change. ITSM CM would capture the process related data. It can organize the related communications in the work information records and capture the dates and times the approvals are processed. A change review board can pull up copies of all the various ITSM CM records related to the change process, review them for approval and risk management. SarbOx is not my area of expertise so maybe I'm missing something. Lee Marsh. * Lee Marsh Remedy Administrator BAE Systems Office Automation Systems Team Antitrust Division, U.S. Department of Justice Phone: 202-305-9725 Cell: 202-528-1749 Email: lee.ma...@usdoj.gov * From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Monday, March 29, 2010 10:42 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Now, the ironic thing, is that for organizations to be SARBOX compliant, they need to implement a change mgmt process (and tool therefore), which would be ITIL compliant. but OOTB, the ITIL tool is not SARBOX complaint!! so we're coming full circle. Ironic isn't it? _ From: Action Request System discussion list(ARSList)
Re: Application Entry points not doing anything
Well, here's another thought: is your client at the same version and patch level on all the machines that you have tested this on? Perhaps the machine(s) that is having problems has an older client that needs to be updated to a newer patch release? Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Gopal-srg Sent: Tuesday, March 30, 2010 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: Application Entry points not doing anything Hi, This issue have been encountered in some machines/clients only(rather not to say it as users, bcoz we have tried accessing the Application entry point for Incident/Problem Management in home page using the same user name on different machines.It was working fine in some machines and in some it is not working). I have cleared the arf/arv files in the local machine ARHome, but its not working. Can you please tell us, is there any other location(client as well as in server) that we have to clear the arv/arf cache files? By using the arapires/arapicmd logs we found that the second ARExport which should retrieve the view of the form is not at all happening. Misi Mladoniczky wrote: Hi, ARExport-calls may not result in SQL-calls, if the data is cached on the server. Do you see this problem for all users on all clients? Have you tried removing all ARF/ARV-files? Try touching the objects involved, thus forcing a recache. You have to figure out how to enable the save-button without doing any real change. For example by changing a fields db-name, restoring it, and then hitting the save-button. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi all, As per the below analysis(Please read the below thread), we have went further analysis and found out that the two ARExport, First ARExport call - export the Form Second ARExport call - export the view This view export is not happening, please help us in resolving this issue. Regards, Gopal Gopal-srg wrote: Hi Jason/Brain Bishop, I am facing the same issue in ITSM 7.5 pathc001 installation(User client).When we analysed, found why it was happening but workaround not able to figure it out. Reason for non-response of Application entry poit for Incident/Problem : Below analysis is done using the Server logs/API logs and in comparison with the logs of others user who are able to access properly and also the logs for Asset/Change management which were accessed properly through their entry points. Whenever the form is opened newly(not cached in user client machine) following sequence was happening, 1.Through API ARExport is called which calls many sql based transactions,then the current API execution ends 2.Again one more time the ARExport is called,but in this case no sql transcations were made 3.At last, arInvokeForm is called follwed by the active link processing But in our case for Incident/Problem this ARExport is happening only once after that nothing happens. we dont know the how to solve this problem becuase these ARExport calls are made by the API's.We tried to replace the arapi.dll in the User installation directory(client) with dll file from the working system, this also didnt work. we are stuck up with this. Regards, Gopal Brian Bishop-3 wrote: Hi Jason, I have seen the same issue on a 7.5 patch 1 install user tool. I spent quite some time trying to figure out why the links to the Incident and Problem management consoles did nothing yet the other links worked. It was from a user tool installed on the server, windows 2003 running 7.5 and ITSM 7.5, but I found that if I logged on as the same user, Demo, from my laptop running XP pro it worked. I sat looking at it for some time but couldn't figure it out. I know find, 2 weeks later, that it works on the server now! However I now have another issue where I have a user who cannot see any of the links to the Asset consoles, even though they are in the correct roles, unless I put them in the Administrator group. I have checked permissions on the forms and all is fine. So if there is anybody out there who understands how this works, please share. My installation is Server 7.5 patch 1 on a windows 2003 server using Oracle 10g. User tool is 7.5 patch 1 as well. Full ITSM 7.5.01 as well. Brian Bishop From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Sent: 01 July 2009 07:53 To: arslist@ARSLIST.ORG Subject: Application Entry points not doing anything ** Has anyone seen this (and have a fix or workaround) on the Windows User Tool? Using 7.1 P5 on XP workstations. We have 2
Re: AR System Clients and API's
So, is not-bad kind of like good, or is more like there is a continuum something like this: Terrible - bad - not-good - not-bad - OK - good - great - excellent :-) From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Tuesday, March 30, 2010 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: AR System Clients and API's ** Sounds like a not-bad ideahow about going over there and opening an enhancement request :) From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: Tuesday, March 30, 2010 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: AR System Clients and API's ** A possible addition to ARInside? :-) On Tue, Mar 30, 2010 at 8:43 AM, LJ Longwing lj.longw...@gmail.commailto:lj.longw...@gmail.com wrote: I was working with Carey on an escalation Timeline appreads the Escalations and puts records in a form based on various inputI would love to look at the beta of your app to see how you handled some of the issues I had with displaying the timeline. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Tuesday, March 30, 2010 9:37 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: AR System Clients and API's Hi Lisa, Yes, it is in the RRR|Log-product. The demand has not been very great for the escalation-timeline-functionality. The result is that it is not yet in production. If you (or anyone else) are interested in trying the current, let us call it beta, version of the tool, let me know, and I can grant access. 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. Find these products, and many free tools and utilities, at http://rrr.se. Nevermind, I think I found the answer. Is this in your RRR/Log product? :) Lisa -Original Message- From: Action Request System discussion _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: MSI Installer for Remedy 7.5 WUT
Are you packaging up an installed copy of the use tool? If so, it’s entirely possible that the original installer does include them but places them in system directories instead of in the application installation directory. In that case, you would simply need to include the missing files in your package from the system directories. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Halstead Sent: Monday, March 29, 2010 10:31 AM To: arslist@ARSLIST.ORG Subject: Re: MSI Installer for Remedy 7.5 WUT ** Thanks for the responses. We have downloaded a freeware MSI builder and have created an MSI as well for our needs.. Hopefully it will work.. Testing currently as well. Also, does anyone know of the System Requirements for the User tool? Installing the WUT onto a fresh copy of XP (using the java installer BMC provides) the app fails to load due to MFC and VC++ DLL's not being found. Why doesn't the installer require these files or provide them? On Thu, Mar 25, 2010 at 9:38 PM, D Dussie ddus...@aim.commailto:ddus...@aim.com wrote: ** HI Bob, We deploy the WUT to 300 users across the country. To deploy the WUT to these user, using IBM TIVOLI CONFIGURATION MANAGER . As to create a pack to deploy, we are currently working with BMC, using the silent install directions in the 7.5 Installation document. However, we are having issues: 1. Separating the alert tool from the client, regardless of the switches in the code. 2. The installation lays down install folder in temp direct, this folder varies with each installation, as a result, windows firewall is flagging the java within it.We unavailable to add to global firewall rule a variable exception. To bypass the above issue, we have created a MSI, testing phase currently. Another group does this work for us, but MSI can be built and deployed, such that non-admin enduser is not involved. -Original Message- From: patrick zandi remedy...@gmail.commailto:remedy...@gmail.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thu, Mar 25, 2010 8:37 pm Subject: Re: MSI Installer for Remedy 7.5 WUT ** hey bob, you are correct, it can only be installed as local administor, not someone who has administrator rights (if it is hardened) .. That would be a great Idea though.. On Thu, Mar 25, 2010 at 6:34 PM, Robert Halstead badbee...@gmail.commailto:badbee...@gmail.com wrote: ** I was wondering if BMC has any plans on creating a MSI bundle for the Remedy 7.5 WUT. Our IT department would like us to give them an MSI bundle so that other users will be able to install it on their machines since they don't have admin access. Something about user permissions inside the MSI bundle and so forth. Has anyone on the list built an MSI package for the Remedy 7.5 WUT? Or can users install without having admin access? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.com 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.
Re: Incident status Report with time calculation of an assignee individual or assigned group
You could get a fair bit of that information from the Incident audit log. Each time an audited field changes values, it creates a new audit log entry when the ticket is saved. You could tell what statuses it has been in and for how long by parsing that information out of the audit log. The system does also include the ability to track effort time spent on a ticket. Take a look at the assignment tab and look into the Current Assignee Effort fields. (Note, I don't know what version you are using, so you may have to look for those equivalents in your version of the system, if they are different than what is in 7.0.3.) Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ram Rudra Sent: Monday, March 29, 2010 8:32 AM To: arslist@ARSLIST.ORG Subject: Incident status Report with time calculation of an assignee individual or assigned group Hi All, Please help us on incident reporting. We required the total time spent on assigned group level and assignee level with each status (from status new to status closed). It should also tell us about the overall time spent on an incident. All the timings we required on minutes only not seconds. Any possible availability from OOB functionality? If not, please let us know about the alternative. Thanks Regards, Rambabu Rudra System Administrator ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: MSI Installer for Remedy 7.5 WUT
I see. I appear to have misunderstood your last e-mail - I thought that your generated MSI was failing (as opposed to BMC’s installer). In that case, I would recommend working with BMC support to determine prerequisites, etc.. The compatibility matrix and installation guide should indicate any prerequisites that you need to install before installing the WUT. Beyond that, the installer should install everything required to run the tool. I’ve never run into the particular issue you’re describing, so I’m not sure what may not have been included in the installer that might be required, except a Java runtime environment. The other possibility could be that your system PATH variable could be missing directories that contain the files that appear to be missing. In that case, if the error messages you’re getting indicate the name of the DLL that appears to be missing, you could do a search on the system to see if it really is there somewhere. If it is, you could add that directory to your PATH variable. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Halstead Sent: Monday, March 29, 2010 1:43 PM To: arslist@ARSLIST.ORG Subject: Re: MSI Installer for Remedy 7.5 WUT ** well.. on a fresh updated copy of XP, the regular java installer from BMC does not include those files. At least not in patch 004 of 7.5. So what required applications do I need to install before installing the user tool? On Mon, Mar 29, 2010 at 1:12 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: Are you packaging up an installed copy of the use tool? If so, it’s entirely possible that the original installer does include them but places them in system directories instead of in the application installation directory. In that case, you would simply need to include the missing files in your package from the system directories. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Robert Halstead Sent: Monday, March 29, 2010 10:31 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: MSI Installer for Remedy 7.5 WUT ** Thanks for the responses. We have downloaded a freeware MSI builder and have created an MSI as well for our needs.. Hopefully it will work.. Testing currently as well. Also, does anyone know of the System Requirements for the User tool? Installing the WUT onto a fresh copy of XP (using the java installer BMC provides) the app fails to load due to MFC and VC++ DLL's not being found. Why doesn't the installer require these files or provide them? On Thu, Mar 25, 2010 at 9:38 PM, D Dussie ddus...@aim.commailto:ddus...@aim.com wrote: ** HI Bob, We deploy the WUT to 300 users across the country. To deploy the WUT to these user, using IBM TIVOLI CONFIGURATION MANAGER . As to create a pack to deploy, we are currently working with BMC, using the silent install directions in the 7.5 Installation document. However, we are having issues: 1. Separating the alert tool from the client, regardless of the switches in the code. 2. The installation lays down install folder in temp direct, this folder varies with each installation, as a result, windows firewall is flagging the java within it.We unavailable to add to global firewall rule a variable exception. To bypass the above issue, we have created a MSI, testing phase currently. Another group does this work for us, but MSI can be built and deployed, such that non-admin enduser is not involved. -Original Message- From: patrick zandi remedy...@gmail.commailto:remedy...@gmail.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thu, Mar 25, 2010 8:37 pm Subject: Re: MSI Installer for Remedy 7.5 WUT ** hey bob, you are correct, it can only be installed as local administor, not someone who has administrator rights (if it is hardened) .. That would be a great Idea though.. On Thu, Mar 25, 2010 at 6:34 PM, Robert Halstead badbee...@gmail.commailto:badbee...@gmail.com wrote: ** I was wondering if BMC has any plans on creating a MSI bundle for the Remedy 7.5 WUT. Our IT department would like us to give them an MSI bundle so that other users will be able to install it on their machines since they don't have admin access. Something about user permissions inside the MSI bundle and so forth. Has anyone on the list built an MSI package for the Remedy 7.5 WUT? Or can users install without having admin access? -- A fool acts, regardless; knowing well that he is wrong. The ignoramus acts on only what he knows, but all that he knows. The ignoramus may be saved, but the fool knows that he is doomed. Bob Halstead _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist
Re: Email Error
Are any e-mails getting sent out successfully? My first thought is that it may be having issues connecting to the mail server, or the connection is getting reset before the e-mail engine expects, so when it tries to go and do some next action, the connection is no longer valid. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tim Rondeau Sent: Monday, March 29, 2010 10:44 AM To: arslist@ARSLIST.ORG Subject: Email Error AR system 7.1 patch 7 for Email Engine Anyone know why the following errors in the stderr.log for email. Error Log: SEVERE: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1511) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:548) at com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:402) at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:229) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Mar 29, 2010 5:28:45 PM com.sun.mail.smtp.SMTPTransport checkConnected SEVERE: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1511) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:548) at com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:402) at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:229) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Mar 29, 2010 5:28:45 PM com.sun.mail.smtp.SMTPTransport checkConnected SEVERE: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1511) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:548) at com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:402) at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:229) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) Mar 29, 2010 5:28:45 PM com.sun.mail.smtp.SMTPTransport checkConnected SEVERE: Not connected java.lang.IllegalStateException: Not connected at com.sun.mail.smtp.SMTPTransport.checkConnected(SMTPTransport.java:1511) at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:548) at com.bmc.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:402) at com.bmc.arsys.emaildaemon.SenderModule.doWork(SenderModule.java:229) at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:288) at java.lang.Thread.run(Unknown Source) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Change Manager - Change Implementor
I agree with Christopher; SOD is not specified by ITIL and so doesn't necessarily need to be enforced by default by the application supporting the processes. SOD is a policy decision. That said, it would be nice if Change Management had the ability to support policies like this. And that said, from my recollection SARBOX is more about policy, procedures and auditing. The tools don't need to enforce the process policies so long as you can show at audit time that you have controls in place in your process to check for these cases and help prevent them - or take action when something does happen - and if you can show by your auditing that you have been following your process. On that front, I believe CM does support that. Approvals and changes can store audit information, so you have the information you need to show that you are following your process policies with regard to SOD. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Monday, March 29, 2010 8:42 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Now, the ironic thing, is that for organizations to be SARBOX compliant, they need to implement a change mgmt process (and tool therefore), which would be ITIL compliant. but OOTB, the ITIL tool is not SARBOX complaint!! so we're coming full circle. Ironic isn't it? From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Guillaume Rheault [guilla...@dcshq.com] Sent: Monday, March 29, 2010 10:41 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Financial applications are defined in our environment as Application CIs. These applications run on databases and servers which are also in the CMDB. So here is a very simple scenario: If you follow Sarbanes Oxley rules, you cannot approve and implement changes for financial applications: these two duties (or roles) need to be segregated If you make a change against a database that stores the data for financial applications, same thing. If you make a change for a server that runs financial applications, same thing So issue is not ITIL proper, it is the regulations that need to be adhered to such as Sarbanes Oxley. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of strauss [stra...@unt.edu] Sent: Monday, March 29, 2010 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Where do SOD (segregation of duties??) rules come from?? It looks like it is from the financial world, not ITIL, since there is no mention of them whatsoever in the book I am reading on Implementing ITIL Change and Release Management by Larry Klosterboer. ITIL does not appear to prohibit people from having multiple roles, so it is not surprising that an ITIL-compliant app like ITSM would not prohibit them either. If you are trying to get ITSM to enforce rules that are beyond the scope of ITIL, then I would expect that you would have to customize the application. Maybe BMC could add it as a configuration item - locking roles in some manner, but most IT organizations would have to be able to keep them unlocked since our staff members typically function in many different roles. 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 Guillaume Rheault Sent: Monday, March 29, 2010 8:45 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** Actually, the same person can be the change requester, change manager, change assignee and change implementer (or task implementer), on top of approving/rejecting the change request. This very open OOTB design and lack of rules has created issues for us, and we had to create customizations to make it more restrictive, to adhere to SOD rules. I wish BMC would take a look at this and make the Change Mgmt application more compliant with SOD OOTB. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Roger Justice [rjust2...@aol.com] Sent: Friday, March 26, 2010 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: Change Manager - Change Implementor ** All 3 roles can be the same person. The problem is who is responsible for the Change who is responsible for the work and who does the work. -Original Message- From: John Kelley john.kel...@dunkinbrands.com To: arslist@ARSLIST.ORG Sent: Fri, Mar 26, 2010 10:01 am Subject: Change Manager - Change Implementor List Just a conversation to understand Segregation of duties Can a Change Manager be a Change Implementor without breaking the rules? I guess the Manager could approve the request and
Re: ERROR - Tomcat 6 and Mid-Tier 7.5 on Windows XP
This sounds like you probably need to enable 32-bit applications in IIS. There are recent threads on this topic that will likely answer the question, including the steps needed to enable it. If you search the arslist archives, you should be able to find them. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Alvin Cruz Sent: Wednesday, March 24, 2010 12:27 PM To: arslist@ARSLIST.ORG Subject: ERROR - Tomcat 6 and Mid-Tier 7.5 on Windows XP ** All: I installed tomcat 6 and mid-tier 7.5 on a Windows XP (version 2002 service pack 3) on my laptop. The Apache Tomcat 6 service starts but the stdout_.log shows the following error - Trying to load configuration arsys_api.xml - Could not load optional configuration arsys_api.xml - Trying to load configuration default.xml - jrpcMode: true - jniLoadMode: 1 - apiRecordingMode: 0 - maxProxiesPerServer: 10 - minimumSupportedServerRpcVersion: 12 - connectionMaxRetries: 0 - timeLagBetweenRetriesMillSec: 1000 - stringizeFieldAssignments: false - stringizeSetIfQualification: false - useLegacyQualParser: false - useLegacyAssignParser: false - useLegacyQualFormatter: false - useLegacyAssignFormatter: false - Client sets connection limits per server to :80 - Client sets useConnectionPooling to : true - Could not load native library java.lang.UnsatisfiedLinkError: C:\Program Files\BMC Software\ARSystem\midtier\WEB-INF\lib\arutiljni75.dll: %1 is not a valid Win32 application at java.lang.ClassLoader$NativeLibrary.load(Native Method) at java.lang.ClassLoader.loadLibrary0(Unknown Source) at java.lang.ClassLoader.loadLibrary(Unknown Source) at java.lang.Runtime.loadLibrary0(Unknown Source) at java.lang.System.loadLibrary(Unknown Source) at com.bmc.arsys.api.NativeLibraryLoader.load(Unknown Source) at com.bmc.arsys.util.ARUtilEgcp.clinit(Unknown Source) at com.remedy.arsys.config.Configuration.getARServerPassword(Unknown Source) at com.remedy.arsys.stubs.ServerLogin$AdminHost.getPassword(Unknown Source) ... ... ... I submitted a ticket to BMC but they said this is unsupported. It doesn't mean it's not supposed to work because I have another machine where the above installation/configuration works. By the way, I also get the error below when I log in to the config page. HTTP Status 500 - type Exception report message description The server encountered an internal error () that prevented it from fulfilling this request. exception javax.servlet.ServletException: Servlet execution threw an exception root cause java.lang.UnsatisfiedLinkError: com.bmc.arsys.util.ARUtilEgcp.CCPUtilApp(Ljava/lang/String;Ljava/lang/String;)Z com.bmc.arsys.util.ARUtilEgcp.CCPUtilApp(Native Method) com.remedy.arsys.config.Configuration.login(Unknown Source) com.remedy.arsys.config.ConfigServlet.login(Unknown Source) com.remedy.arsys.config.ConfigServlet.doLogin(Unknown Source) com.remedy.arsys.config.ConfigServlet.performOperation(Unknown Source) com.remedy.arsys.config.ConfigServlet.doRequest(Unknown Source) com.remedy.arsys.config.ConfigServlet.postInternal(Unknown Source) com.remedy.arsys.config.ConfigServlet.doPost(Unknown Source) javax.servlet.http.HttpServlet.service(HttpServlet.java:637) javax.servlet.http.HttpServlet.service(HttpServlet.java:717) note The full stack trace of the root cause is available in the Apache Tomcat/6.0.20 logs. Has anyone out there encountered and resolved this issue in the past? Thanks in advance! -Alvin _attend WWRUG10 www.wwrug.com 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.
Re: CI Name - Computer Systems
In my last position, we used the machine's name in DNS as the CI name. That way, people see the CI in the way they're using to seeing it everywhere else. The important thing to note, if you do that, is that CIs really ought to have a unique identifier that stays with that CI forever and never changes. For physical servers, that might be your Tag Number. In our case, I used the CI ID field and wrote workflow that would auto-generate a new value for all new CIs, and we never changed it after that. You could potentially put the Tag Number in that field, and then create another class of Tag Numbers that you assigned to VMs to handle that scenario. You could format it in such a way that it's obvious whether it's a Tag Number for a physical system or a virtual one for VMs. One big caveat with using names, though, is that names can change (hence one of the reasons for needing another unique ID to refer to the CIs, especially if you're going to refer to them from external systems), and you need to be extra careful with reconciliation rules (if you write any of your own), and may need to modify OOB ones, since it will by default match first on name. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Greg Donalson Sent: Wednesday, March 24, 2010 12:58 PM To: arslist@ARSLIST.ORG Subject: CI Name - Computer Systems Hi everyone, We currently have the CMDB installed, but are not using it to its greatest potential. We are only manually imported and updating the CI's as people see fit. The initial owner of this process had the Tag Number and the CI Name as the same thing - the tag number of the CI. Nice to have duplicate data! They now would like to change the CI Name to be something more meaningful: 1. As we are on 7.0 and it shows the CI Name in the CI Viewer 2. Because virtual machines do not have tag numbers What is everyone else using as the CI Name in the Computer Systems form? Thanks! Greg ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: RKM Document Migration from Dev to production
To really do it, you probably need to manually rename the files and edit them with the document ID that you want them to have. You will probably also have to update the RKM database to increase the next document ID to a number greater than the last article that you will be adding from dev (I'm not sure where that field is off the top of my head, though - and I would probably do that before you start editing and renaming files to ensure that you don't get new articles added in production with a document number that you were going to use for your dev articles). Then I think you can probably just throw the documents in the Published directory (or whatever it's named) and then reindex your articles for them to get picked up and included in search results. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh Sent: Wednesday, March 24, 2010 6:32 PM To: arslist@ARSLIST.ORG Subject: Re: RKM Document Migration from Dev to production ** I see that there is the document ID in the document and the document name itself is the document ID. Is there anyway to ot manully change it? Where is this command line import tool you are refering to? Kevin Begosh On Wed, Mar 24, 2010 at 5:13 PM, Roger Justice rjust2...@aol.commailto:rjust2...@aol.com wrote: ** Review the XML document and you see the ID is on the document. There is a command line import tool this might help. -Original Message- From: Kevin Begosh kbeg...@gmail.commailto:kbeg...@gmail.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Wed, Mar 24, 2010 8:04 pm Subject: RKM Document Migration from Dev to production ** List, I am in a pickle here. I have 200 RKM documents that are in a dev environment. Thise ID's are 100-300. I am being asked to move them into poduction where there are 500 documents, 100-500. Is there an easy way to move those 200 RKM documents from dev into production that will automatically pick up the nextr id's like 501 etc... RKM 7.2, ARS 7.5, SQL 2005 DB, windows 2003 server, tomcat for RKM -- Kevin Begosh _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ -- Kevin Begosh _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: RE Jobs
Copying the DB over could be a good first start. Just make sure that you don’t have any changes in development that you don’t want to lose, because you will then have a perfect copy of production (data, forms and workflow), not just a copy of production data. If you’ve never done it before, there are several threads on this list that discussed that topic and could be a good reference for you. Just out of curiosity, how does TOPO “push” data into the CMDB? I think you can work with a copy of the production data to do your testing. The key is that you want a way to get back to your original state. That is, you make your copy, but keep a back up of the data that you can restore after doing some testing. When you test your recon jobs, it will change your data (setting recon IDs, updating BMC.ASSET, etc.). If you find that you have problems, sometimes you might want to revert back to clean data. In that case, just having the CI data to reimport would be good rather than doing a complete database restore. You can run RE jobs to purge the current datasets, and then reimport the CI data. There are various ways to do this. If you have DBAs to help you, the easiest way to do it might be to do a dump of all the CMDB related tables that you care about and simply truncate and then restore those tables’ data from the dump. That will take a bit of work to work out for the first time, but once figured out, you’re set. If you have AIE, you really could configure a job (or set of jobs) to pull the CI data directly from production. If you keep the job scheduled, then any data that gets pushed to production from TOPO would then get pulled into development via AIE, keeping your discovery data up to date with what’s in production. If you’re decommissioning the CMDB so soon, why are you so worried about updating recon jobs? Normally, what I would do is get at least a representative sample of current CI data in development, develop and test the jobs, and then redo the same changes in our stage/test environment (which was a recently copy of production). That verifies more fully that things are working correctly. Once satisfied that things work correctly in stage, I would then update the recon jobs in production and ensure that they were working correctly there. As someone else said, it’s easy to screw things up with recon jobs – the concept is great; the implementation could be improved greatly. Do a lot of testing, and verify what is being matched and what is NOT being matched to make sure that you’re not missing anything, and you are including what you want. Good luck, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Tuesday, March 23, 2010 10:28 AM To: arslist@ARSLIST.ORG Subject: Re: RE Jobs ** Will copying production CMDB over to development resolve this issue? Discovery is not pushing data to a development server. Discovery pushes data directly to the production server TOPO. I am not sure how I am going to be able to verify the RE jobs work if the data is different between development and production. Someone on my team is going to copy production to dev. I thought to you need the cmdbdriver.exe to copy a dataset over to another server. He's planning to just copy the database from production to dev. Will copying the database alone work? To test RE jobs, what will developers normally do? We are decommissioning our CMDB within the next few months so I have been testing RE jobs against datasets. I would highly recommend building a dev environment. Setting up reconciliation jobs is not necessarily an easy task and is very error prone. Also, depending on how Discovery gets data into your production database, you may be able to have it feed both environments. If Remedy is pulling data (using AIE to transfer the data) into production, you can simply set up the same AIE jobs on your dev server for it to copy the same data into that environment. If, however, Discovery is pushing data into Remedy (less likely) then you’d have to look for other options. In fact, one other option might be to configure AIE to actually pull CI data from production… Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Friday, March 19, 2010 3:56 PM To: arslist@ARSLIST.ORG Subject: RE Jobs ** Hi All, We do not have a CMDB dev environment. I need to create RE jobs. Is it better to copy BMC.ASSET into separate dataset, and run the RE job against the dataset copy to testing purposes. Or should we build a separate DEV environment and create the RE job? We also have only 1 Discovery Server that is connected to Production. So the CMDB development server would not receive any asset updates from the Discovery tool. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the
Re: Mid-Tier on IIS 6.0 with Tomcat JSP - issue with jsp redirects
IIS doesn't do JSP by default, AFIK, so I would expect that you would either need to move them to a folder under Tomcat (so that Tomcat can process them), or convert them to something that IIS does know how to handle. The suggestion to convert them to ASP might be the easiest if they are nothing but redirects. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Agency Enterprise Help Desk Sent: Tuesday, March 23, 2010 11:16 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier on IIS 6.0 with Tomcat JSP - issue with jsp redirects ** ** Also, all of our jsp pages are located under C:\inetpub\wwwroot since the beginning of time, would they need to be moved somewhere else now that we are using Tomcat? Just curious. Thanks again, Joelie Dudley jodud...@state.pa.usmailto:jodud...@state.pa.us -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tommy Morris Sent: Tuesday, March 23, 2010 11:30 AM To: arslist@ARSLIST.ORG Subject: Re: Mid-Tier on IIS 6.0 with Tomcat JSP - issue with jsp redirects Uninstall Mid-tier and reinstall letting the installer configure tomcat. The mid-tier has a quick uninstall-reinstall procedure. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Agency Enterprise Help Desk Sent: Tuesday, March 23, 2010 10:24 AM To: arslist@ARSLIST.ORG Subject: Mid-Tier on IIS 6.0 with Tomcat JSP - issue with jsp redirects ** Environment: Windows 2003 Mid-Tier 7.1 patch 3 IIS 6.0 Tomcat 5.5 Remedy App server is windows 2003, 7.1 patch 3 server version. Upgrade from New Atlanta Servlet to Tomcast. We have a bunch of jsp pages which are just simple redirects. Example: String myURL = http://remedydev2.state.pa.us/arsys/servlet/LoginServlet?server=Remedydev2.state.pato=/arsys/servlet/ViewFormServlet%3fserver%3dRemedydev2%2estate%2epa%2Eus%26form%3dHPDWEB%3aWebSubmit%26view%3dSAPView%26mode%3dCreate;; response.sendRedirect(myURL); etc. in the jsp page, but since we changed to Tomcat, all the jsp pages say Page cannot be found with HTTP Error 404 - file r directory not found. I have been researching and found a white paper on proxyfilter class, changed that in web.xml file like it suggested but still no go. Am I missing something in Tomcat configuration or is there a change to the response.sendRedirect in IIS with Tomcast serlet? Any help or suggestions would be helpful. We use these so the end users do not have to use the long URL. Thank you, Joelie J Dudley | Senior Applications Developer PA Office of Administration Bureau of IT Services Solutions 555 Walnut Street, 7th Floor | Harrisburg, PA 17101 Phone: 717.772.8143 | Fax: 717.772.8121 E-mail: jodud...@state.pa.usmailto:jodud...@state.pa.us www.oa.state.pa.ushttp://www.oa.state.pa.us/ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are__attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Date/Time Error 9376
I've had issues with people in different locales trying to submit records. What was odd was that they didn't always have to change a date for it to cause issues - a field would have a date in it, in the format that Remedy displayed it in, and then it would complain that the date was in the wrong format when the user tried to save the changes. I think that's probably a bug in the tool. I worked around it by specifying a locale on the user's preference record (generally setting it to en_US). Not necessarily the best option (especially since it may change their settings to something out of their norm), but it worked. You could also trying specifying they actual locale if it's not en_US to see if forcing it to a specific value helps take care of the issue. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rudolf Schwarzkopf Sent: Monday, March 22, 2010 2:51 PM To: arslist@ARSLIST.ORG Subject: Date/Time Error 9376 ** Hello list, We are experience an issue with the ITSM Change Management approvals, but which I believe is more like a ARS date/time issue. While trying to approve a change the following error pops up to the user: Format of data or time value is not recognized. . . Earliest Start Date (ARERR 9376) The user trying to approve has the locale set to blank in his Application Preferences record. The user that submitted the change record has no record in the Application Preferences form. I believe this would be an issue related to a user submitting a change using MM/DD locale and the other user, by approving, modifying the change but using DD/MM locale. Would this be the case of this error? Which would be the best way to avoid this type of issues? Should I set the same locale to all users? How do I set a default locale for those that does not have a application preference record? Thank you in advance for any assistance!!! Regards, Rudolf _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Date/Time Error 9376
I have a vague recollection from when I first did ARS training that you could set preference defaults, but I can't recall how it was done. One option might be to modify the underlying form and specify a default value for the field. That might ensure that it has a value when new preference records are created. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rudolf Schwarzkopf Sent: Tuesday, March 23, 2010 1:35 PM To: arslist@ARSLIST.ORG Subject: Re: Date/Time Error 9376 ** Hi Lyle, Thank you for your response. That is exactly what is happening, the user is not directly changing a date value, just trying to approve a change in the Approval Central of ITSM (I'm not sure if workflow is triggered to update a date field though). To ensure the locale is correct I'm going to set the locale for all the users. For the users that still does not have an application preferences record I believe that the system locale, present in the Configuration tab of AR System Administration Console, would be used. My only concern is that for new records created in the future the default should be the system locale and not blank as I have seen, to avoid using the client machine locale as much as possible. Is there any place that I can specify a default locale for the Application Preferences that will be created in the future? Or the only way would be to set a default value for the field in the form? Thanks again, Rudolf On Tue, Mar 23, 2010 at 3:56 PM, Lyle Taylor tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote: ** I've had issues with people in different locales trying to submit records. What was odd was that they didn't always have to change a date for it to cause issues - a field would have a date in it, in the format that Remedy displayed it in, and then it would complain that the date was in the wrong format when the user tried to save the changes. I think that's probably a bug in the tool. I worked around it by specifying a locale on the user's preference record (generally setting it to en_US). Not necessarily the best option (especially since it may change their settings to something out of their norm), but it worked. You could also trying specifying they actual locale if it's not en_US to see if forcing it to a specific value helps take care of the issue. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rudolf Schwarzkopf Sent: Monday, March 22, 2010 2:51 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Date/Time Error 9376 ** Hello list, We are experience an issue with the ITSM Change Management approvals, but which I believe is more like a ARS date/time issue. While trying to approve a change the following error pops up to the user: Format of data or time value is not recognized. . . Earliest Start Date (ARERR 9376) The user trying to approve has the locale set to blank in his Application Preferences record. The user that submitted the change record has no record in the Application Preferences form. I believe this would be an issue related to a user submitting a change using MM/DD locale and the other user, by approving, modifying the change but using DD/MM locale. Would this be the case of this error? Which would be the best way to avoid this type of issues? Should I set the same locale to all users? How do I set a default locale for those that does not have a application preference record? Thank you in advance for any assistance!!! Regards, Rudolf _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com 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. _attend WWRUG10 www.wwrug.comhttp://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
Re: RE Jobs
I would highly recommend building a dev environment. Setting up reconciliation jobs is not necessarily an easy task and is very error prone. Also, depending on how Discovery gets data into your production database, you may be able to have it feed both environments. If Remedy is pulling data (using AIE to transfer the data) into production, you can simply set up the same AIE jobs on your dev server for it to copy the same data into that environment. If, however, Discovery is pushing data into Remedy (less likely) then you'd have to look for other options. In fact, one other option might be to configure AIE to actually pull CI data from production... Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kathy Morris Sent: Friday, March 19, 2010 3:56 PM To: arslist@ARSLIST.ORG Subject: RE Jobs ** Hi All, We do not have a CMDB dev environment. I need to create RE jobs. Is it better to copy BMC.ASSET into separate dataset, and run the RE job against the dataset copy to testing purposes. Or should we build a separate DEV environment and create the RE job? We also have only 1 Discovery Server that is connected to Production. So the CMDB development server would not receive any asset updates from the Discovery tool. _attend WWRUG10 www.wwrug.com 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Retriving the application name for a form
Hi all, Does anyone know of a way to determine what application a given form belongs to using the Remedy API? So far, the best I've come up with is to pull a list of all the applications and then pull a list of forms for each application and then load that into a lookup data structure. That works, but it's very slow. Any other ideas? Thanks, Lyle 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Workflow newbie
What about doing your check with Active Links instead? That way, you can stop
the save action before it gets to the server and change the status of the
ticket in the display back to what you want.
Lyle
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Larry Barnes
Sent: Thursday, March 11, 2010 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Workflow newbie
**
Good morning,
I have created 2 Filters that run against any non-Standard Change Request.
The first filters executes on Modify and the Run If statement is: (
'Change Request Status' Planning In Progress) AND ('Change Type' !=
Standard Change)
If true it reads a filed from another from, CHG:Associations with a Set
Fields If statement:
( 'Request ID02' = $Infrastructure Change ID$) AND ( 'Request Type01' =
Configuration Item)
A temp filed called: z1D CI_RelationshipCheck is set to the value found in
the $Request ID02$ field.
The second filter runs after the first (execution order is 1 higher) and also
Executes on Modify
The Run if statement is:
( 'z1D CI_RelationshipCheck' = $NULL$ ) AND ( 'Change Request Status'
Planning In Progress) and ('Change Type' != Standard Change)
All seems to work well, if a CI has not been related to the ticket then an
error message pops up on the screen.
What I'm trying to do, and can't figure out is,
* Once the ticket is modified the Change Request Status Field gets changed from
Planning In Progress to Scheduled for Review
* If there is no related CI then I want this field changed back to Planning In
Progress.
* The user is required to select the Next Stage option in the Progress Flow
bar in
order to have the status changed back.
(This is what I'm trying to avoid having the user do)
Can this be done with in the second filter? This is where I'm stuck, I would
like to make this a better process than selecting the Next Stage option twice
to reset this field value.
I come form the old days of programming and having requiring the user to select
the Next Stage option twice to reset the Status filed seems like poor
programming.
Thanks for your time in looking at my dilemma,
Larry B.
_Platinum Sponsor: rmisoluti...@verizon.net 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
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Retriving the application name for a form
It shouldn't be, but realistically, I need to do it for every application if I want the full set of data, and while each individual application doesn't take too long, getting them all takes a good 30 seconds or so. That wouldn't be so bad, except that that's happening as the result of a user interaction in an application and is way too long to wait for this particular interaction to complete... Perhaps I can just be smarter about it and only pull back applications until I find the one that contains the given form. I could also start with the most likely applications and then go from there. That way, most of the time, I'll get a quick hit. If a person selects a form that doesn't belong to an application, however, I'm back to where I started, because then they'll have to wait for the full list to get loaded to find out that it doesn't belong to an application... Or maybe there's a better way to do things. This is what I'm really trying to accomplish: I have an application that allows people to create records in Remedy. For various reasons, I have the application running with an administrative account, but I need to still limit the ability of people to create records only in forms that they have permissions to. For regular group permissions, it's easy - I just pull their list of permissions from the user form and compare them to the permissions on the form. The snitch comes in when the form belongs to an application and has roles assigned for the permissions. In that case, I either needs to find an easy way to relate those roles back to permission groups or to find out which roles the user has so I can make an accurate check. The problem I'm seeing so far though, is that I'm still stuck determine which application the form belongs to, because if I want to pull the role/group associations from the Roles form, I still need to know the application. And if I want to use the API to find out what roles a person has, I also need the name of the application. Any other ideas? Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Friday, March 12, 2010 8:26 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** Lyle, Based on my short research this morning, I don't believe that the form knows what application it's a member ofnot independently at least. The process of pulling the applications and doing something similar to a '.contains()' on the form list shouldn't be too time consuming. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Thursday, March 11, 2010 6:13 PM To: arslist@ARSLIST.ORG Subject: Retriving the application name for a form ** Hi all, Does anyone know of a way to determine what application a given form belongs to using the Remedy API? So far, the best I've come up with is to pull a list of all the applications and then pull a list of forms for each application and then load that into a lookup data structure. That works, but it's very slow. Any other ideas? Thanks, Lyle 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. _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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Retriving the application name for a form
Perfectly. I like it. You're brilliant, LJ! Thanks! Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Friday, March 12, 2010 10:40 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** This might get a bit complicated...but you have the role ID from the formyou should be able to look in the role form and find out what applications that role belongs to...it doesn't NEED to be unique, but might be, if it's unique then you already have the mapping from role to group and you can check to see if they are in that group. In the case of the role id not being unique, you then have a list of applications you can check to determine which app the form is a member ofbut further...if the role ID is not unique, you could check the role/group mapping and see if they are the same, if they are, it's irrelevant which app the form belongs to because both reference the same group, so you can check the users membership.does this make sense? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, March 12, 2010 10:31 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** It shouldn't be, but realistically, I need to do it for every application if I want the full set of data, and while each individual application doesn't take too long, getting them all takes a good 30 seconds or so. That wouldn't be so bad, except that that's happening as the result of a user interaction in an application and is way too long to wait for this particular interaction to complete... Perhaps I can just be smarter about it and only pull back applications until I find the one that contains the given form. I could also start with the most likely applications and then go from there. That way, most of the time, I'll get a quick hit. If a person selects a form that doesn't belong to an application, however, I'm back to where I started, because then they'll have to wait for the full list to get loaded to find out that it doesn't belong to an application... Or maybe there's a better way to do things. This is what I'm really trying to accomplish: I have an application that allows people to create records in Remedy. For various reasons, I have the application running with an administrative account, but I need to still limit the ability of people to create records only in forms that they have permissions to. For regular group permissions, it's easy - I just pull their list of permissions from the user form and compare them to the permissions on the form. The snitch comes in when the form belongs to an application and has roles assigned for the permissions. In that case, I either needs to find an easy way to relate those roles back to permission groups or to find out which roles the user has so I can make an accurate check. The problem I'm seeing so far though, is that I'm still stuck determine which application the form belongs to, because if I want to pull the role/group associations from the Roles form, I still need to know the application. And if I want to use the API to find out what roles a person has, I also need the name of the application. Any other ideas? Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Friday, March 12, 2010 8:26 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** Lyle, Based on my short research this morning, I don't believe that the form knows what application it's a member ofnot independently at least. The process of pulling the applications and doing something similar to a '.contains()' on the form list shouldn't be too time consuming. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Thursday, March 11, 2010 6:13 PM To: arslist@ARSLIST.ORG Subject: Retriving the application name for a form ** Hi all, Does anyone know of a way to determine what application a given form belongs to using the Remedy API? So far, the best I've come up with is to pull a list of all the applications and then pull a list of forms for each application and then load that into a lookup data structure. That works, but it's very slow. Any other ideas? Thanks, Lyle 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers
Re: ITSM 7.1 - Change Management
This sounds like a browser caching issue to me - like it's mixing old and new javascript. I would recommend having the user log out, flush their browser's cache (delete temporary internet files) and log in again and try again. I think you general see errors similar to this most often after migrating changes to production, because it regenerates all the java script files when it recompiles the form, and they aren't guaranteed to be the same as before. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Atul Vohra Sent: Friday, March 12, 2010 7:59 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.1 - Change Management All, One of our customer has ARS v7.1 and ITSM 7.1 When they try to save a change request (some times) get the following 'Caught exeception: 't.LoadResultsList' is null or not an object This is all on mid-tier (tomcat / IIS) Atul Vohra ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com 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.
Re: Audit Log data
Yep, I noticed that too. That's a nasty omission IMO. In our case, adding an index took it down to subsecond query times when viewing the audit log. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Reinfeldt Sent: Friday, March 12, 2010 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: Audit Log data ** As an aside... has anyone else noticed that OOB these forms have no indexes? So, if you have a large number of Incidents with lots of activity and you try to 'View Audit Log', it may take a while to open up (I've seen up to 45 seconds or more!) Adding a single index to the underlying HPD:HelpDesk_AuditLogSystem form will bring that back down to a manageable time ( 1-3 seconds). I honestly haven't checked in 7.5 or 7.6, though, to see if that was cleaned up. Anyway, Happy Friday everyone! Matt R. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Friday, March 12, 2010 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: Audit Log data ** If you truly do not use it, then don't bring it over. You are right that imports should create a new audit record for those entries, so nothing should be broken by not importing the old data. You just lose that information. Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Friday, March 12, 2010 1:44 PM To: arslist@ARSLIST.ORG Subject: Audit Log data ** We are in the process of testing the move of all necessary data from an ITSM 7.0 system to an ITSM 7.6 system, which we will have to do again or at least update prior to moving the 7.6 system into production. Several of the tables with data are the three aliased identically (by some clueless BMC programmer(s)) as HelpDesk System Audit Log - they are really CTM:AuditLogSystem, HPD:HelpDesk_AuditLogSystem, and CHG:ChangeRequest_AuditLogSystem. The HPD one has 193 K records, and the CTM one has over 2 million records. We don't use Change enough for those records to matter (138 of them). Does anyone have a feel for how abandon-able this data is??? We have been studying it, and don't really see any utility in bringing it forward. We have never used it for anything, so I don't think we're going to miss it - unless doing so breaks something in the plumbing. The act of importing our CTM:People data generated one NEW CTM:AuditLogSystem record for every person imported or updated (rrrchive overwrite moved 214,966 records); bringing in the data from the source server would overwrite that, but why bother at all?? At this point, those 2 million-plus records look expendable to me. Any thoughts from the list?? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net 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 attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Audit Log data
I have two indexes on the form. One on Original Request ID and another on Log Key 1. Log Key 1 is probably more significant, because I believe that's the field that gets joined to when viewing the Audit Log in the application. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Friday, March 12, 2010 12:49 PM To: arslist@ARSLIST.ORG Subject: Re: Audit Log data ** What field did you add an index on? Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, March 12, 2010 2:46 PM To: arslist@ARSLIST.ORG Subject: Re: Audit Log data ** Yep, I noticed that too. That's a nasty omission IMO. In our case, adding an index took it down to subsecond query times when viewing the audit log. Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Reinfeldt Sent: Friday, March 12, 2010 12:39 PM To: arslist@ARSLIST.ORG Subject: Re: Audit Log data ** As an aside... has anyone else noticed that OOB these forms have no indexes? So, if you have a large number of Incidents with lots of activity and you try to 'View Audit Log', it may take a while to open up (I've seen up to 45 seconds or more!) Adding a single index to the underlying HPD:HelpDesk_AuditLogSystem form will bring that back down to a manageable time ( 1-3 seconds). I honestly haven't checked in 7.5 or 7.6, though, to see if that was cleaned up. Anyway, Happy Friday everyone! Matt R. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne Sent: Friday, March 12, 2010 12:55 PM To: arslist@ARSLIST.ORG Subject: Re: Audit Log data ** If you truly do not use it, then don't bring it over. You are right that imports should create a new audit record for those entries, so nothing should be broken by not importing the old data. You just lose that information. Anne Ramey From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Friday, March 12, 2010 1:44 PM To: arslist@ARSLIST.ORG Subject: Audit Log data ** We are in the process of testing the move of all necessary data from an ITSM 7.0 system to an ITSM 7.6 system, which we will have to do again or at least update prior to moving the 7.6 system into production. Several of the tables with data are the three aliased identically (by some clueless BMC programmer(s)) as HelpDesk System Audit Log - they are really CTM:AuditLogSystem, HPD:HelpDesk_AuditLogSystem, and CHG:ChangeRequest_AuditLogSystem. The HPD one has 193 K records, and the CTM one has over 2 million records. We don't use Change enough for those records to matter (138 of them). Does anyone have a feel for how abandon-able this data is??? We have been studying it, and don't really see any utility in bringing it forward. We have never used it for anything, so I don't think we're going to miss it - unless doing so breaks something in the plumbing. The act of importing our CTM:People data generated one NEW CTM:AuditLogSystem record for every person imported or updated (rrrchive overwrite moved 214,966 records); bringing in the data from the source server would overwrite that, but why bother at all?? At this point, those 2 million-plus records look expendable to me. Any thoughts from the list?? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net 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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e
Re: Retriving the application name for a form
LJ, just wanted to let you know that I implemented your suggestion, and it works great. For the forms we currently care about, there is no perceptible delay while I determine the group to use from the role. Thanks again for the suggestion! Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Friday, March 12, 2010 11:19 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** Glad I could be of use to someone today :) From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, March 12, 2010 10:55 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** Perfectly. I like it. You're brilliant, LJ! Thanks! Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Friday, March 12, 2010 10:40 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** This might get a bit complicated...but you have the role ID from the formyou should be able to look in the role form and find out what applications that role belongs to...it doesn't NEED to be unique, but might be, if it's unique then you already have the mapping from role to group and you can check to see if they are in that group. In the case of the role id not being unique, you then have a list of applications you can check to determine which app the form is a member ofbut further...if the role ID is not unique, you could check the role/group mapping and see if they are the same, if they are, it's irrelevant which app the form belongs to because both reference the same group, so you can check the users membership.does this make sense? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Friday, March 12, 2010 10:31 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** It shouldn't be, but realistically, I need to do it for every application if I want the full set of data, and while each individual application doesn't take too long, getting them all takes a good 30 seconds or so. That wouldn't be so bad, except that that's happening as the result of a user interaction in an application and is way too long to wait for this particular interaction to complete... Perhaps I can just be smarter about it and only pull back applications until I find the one that contains the given form. I could also start with the most likely applications and then go from there. That way, most of the time, I'll get a quick hit. If a person selects a form that doesn't belong to an application, however, I'm back to where I started, because then they'll have to wait for the full list to get loaded to find out that it doesn't belong to an application... Or maybe there's a better way to do things. This is what I'm really trying to accomplish: I have an application that allows people to create records in Remedy. For various reasons, I have the application running with an administrative account, but I need to still limit the ability of people to create records only in forms that they have permissions to. For regular group permissions, it's easy - I just pull their list of permissions from the user form and compare them to the permissions on the form. The snitch comes in when the form belongs to an application and has roles assigned for the permissions. In that case, I either needs to find an easy way to relate those roles back to permission groups or to find out which roles the user has so I can make an accurate check. The problem I'm seeing so far though, is that I'm still stuck determine which application the form belongs to, because if I want to pull the role/group associations from the Roles form, I still need to know the application. And if I want to use the API to find out what roles a person has, I also need the name of the application. Any other ideas? Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Friday, March 12, 2010 8:26 AM To: arslist@ARSLIST.ORG Subject: Re: Retriving the application name for a form ** Lyle, Based on my short research this morning, I don't believe that the form knows what application it's a member ofnot independently at least. The process of pulling the applications and doing something similar to a '.contains()' on the form list shouldn't be too time consuming. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Thursday, March 11, 2010 6:13 PM To: arslist@ARSLIST.ORG Subject: Retriving the application name for a form ** Hi all, Does anyone know of a way to determine what
