a certain minimum.
Thank you
Frank Caruso
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ARSList mailing list
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uns that stops the submit/modify process for whatever reason. Your
ALink will then run again which may pose a problem.
HTH
Frank Caruso
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"Where the
Re-licensing the server does fix the issue so there is a simple solution. But I
agree with your statement about the difference in how Java vs C is
returning/validating the MAC address. Again, we have been fine with the same
license keys for 2+ years.
Appreciate all of the feedback!
I am not ware of the MAC address being hard coded.
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"Where the Answers Are, and have been for 20 years"
I understand the MAC "could" change but the history of this server is that it
has had the same license key (therefore MAC) for the last two years. It was
only when the ARS 9.1 upgrade was run did the hostid change. When I checked
BMCs web site I can find the original license key and host id and
assures me that nothing has changed with 9.1 in how it gets the HostID yet
on three server upgrades the same thing has happened?
Anyone else experience this or have an explanation on why this might be
happening?
TIA
Fr
Can the RKM admin search/find the articles? If so then it sounds like a
permission/visibility issue with the new articles. If RKM admin cannot
search/find articles then look at server FTS logs. You might try reindexing
just the RKM articles or unpublish the new articles and the republish them
be Remedy does
not support his option.
Wondering if anyone has experience configuring this option and can provide some
guidance.
TIA
Frank Caruso
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"
Your suggestion worked. Using Virtual Box, Oracle Developer prebuilt VM (Oracle
11g) I installed the following:
yum compat-libstdc++-33-3.2.3-72.el7.i686
yum install libstdc++-devel.i686
I then performed an ldd on arcache and all lib references resolved.
Thanks again!
I've tried using Vbox with both Oracle Linux w/Oracle Ex and Centos with Oracle
Ex and both times the ARS install has failed, in the same place. The install
screens appear and the database tables get built out but when it comes to the
point where it creates the Demo user and starts importing
Looking for success stories on installing ARS 9 in environments not quite
supported by BMC. The installs will be done for testing/sandbox type
environments, not for production use The goal being to run more open
source/free databases and OS's.
I stumbled across Oracles Virtual Box and their
users and membership in the group
changes often. Would be nice to be able to do this for the entire group.
Thoughts?
TIA
Frank Caruso
Acuity, Inc.
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Where
That would work but the email engine will still have to send a huge amount of
email. We're talking 10,000+ per day just for that group.
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Where the Answers Are,
Each time an incidents is created each member of the support is notified
because they are set as the Owner group. Same for the resolution of those
incidents.
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That would be perfect if we wanted to stop ALL notifications but we only want
to stop Ownership assignment and Ownership Resolution.
Thank you Roger.
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Where
Again, that would turn it off for ALL support groups. Thanks for the reply.
What I did find, and maybe Roger was eluding to this, is that you can create
NTE:CFG-Notification Events records for a single support group. I created a new
Ownership Assignment event at the System level for the
Try here: https://rrr.se/cgi/index?pg=arapi
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Where the Answers Are, and have been for 20 years
Anyone else willing to share their Tomcat settings for ITSM 7.64 and above?
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Where the Answers Are, and have been for 20 years
and all were constantly showing as P (processing).
This could be a load testing tool issue (we are using Rational Performance
Tester) or maybe we have some incorrect settings.
Thoughts?
Frank Caruso
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Heh Carl,
GC has been tuned and we are not seeing pauses because of garbage collection.
The issue appears to be with the number of Tomcat threads.
Can you tell me what your thread min and max settings are?
Thank yu
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I added the VIP field to the WatchList form and was then able to select it from
the Incident Console table field.
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Where the Answers Are, and have been for 20
think it has
something to do with the fact the fields are on a Panel and the Panel uses Flow
as the Layout Style.
Any thoughts?
Frank Caruso
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Where the Answers
the IP in the LB pool
and the MT will start using it. Perfect.
What would setting Enable Lifespan provide or why would BMC provide this
feature?
TIA
Frank Caruso
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Not feeling the love from the LIST. Nobody has run into the issue I have
described?
Thanks
Frank Caruso
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Where the Answers Are, and have been for 20 years
There is the License Tracking feature (Configuration tab of Server
Information). This will create entries in the AR system Historical Licensing
and AR System Current License Usage forms which could be used to track login
times.
you can then save the Search. The next time you run it the
parameter dialog will appear.
HTH
Frank Caruso
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Where the Answers Are, and have been for 20 years
find a
document that provides that actual solution. BMC docs are vague.
Any help is appreciated.
Thank you
Frank Caruso
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Where the Answers Are, and have been
The issue was with the ARSystemInstalledConfiguration.xml file in the ARSystem
folder. Somehow it was corrupted. I copied the file from another server and
updated a few of the server references and the installer finally worked.
The upgrade is from ITSM 764 sp2 to 8.1.02. The first stage is running the ARS
portion to get to 8.1.02. This is what does not work. The only options I ever
see during the install is whether I am doing an Install or Upgrade, the ARS
path and whether to update ARS and Midtier. I never tell it
RHEL 5, ITSM 764 sp2, Oracle, Weblogic
Attempting to upgrade an ITSM 764 sp2 install to 8.1.02 but when I run the ARS
installer it gives me errors about TCD and plugin ports in use. It appears is
though it thinks I am trying to install another copy of ARS on the same server.
The current set
can delete them at any time with
impacting the application.
Anybody else dealing with these temp tables?
Thank you
Frank Caruso
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Where the Answers
Not seeing a lot of discussion on the list about this but others must be
impacted.
For that last few weeks the developer tool has been crashing intermittently.
Ive tried all the way up to 8.1 sp2 but no luck.
There is a BMC KA on this issue but the solutions do not help. We cannot back
out the
?
Thank you.
Frank Caruso
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Where the Answers Are, and have been for 20 years
I was thinking of using that same area of the system; makes sense to keep time
tracking in the same part of the system. I also was thinking of using a
separate form for the new data so as not to break any existing ITSM workflow.
Thanks for the input.
We used JSS-SSO for single sign via Kerberos and it is working vey well. I
believe the product offers SAML integration as well as several other
possibilities.
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ITSM 764 sp2
End users want to be able to track detailed time on work spent resolving
issues. What ITSM provides OOTB on the incident form does not work as it does
not allow users to categorize time spent on items such as travel, waiting for
parts, diagnosis, weather delays, etc. They would
ITSM 764 sp2. Weblogic 10.3, RHEL
Can anyone share their experience using the JSS-SSO plugin under Weblogic? The
product is installed in our development environment and is working perfectly;
configuration was minimal and support has been very good. We are utilizing
Windows Authentication with
Check the URL you are using. It should be something like:
http://webserver/arsys
or
http://webserver:8080/arsys
or
http://webserver:8080/midtier
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Where the
We are working through the same issue RHEL/Oracle. 8.1.01.001 says it contains
server updates but the installer says its only for midtier. Back and force a
bunch of times with support but still no solution. Actually, more confused then
when I started.
ITSM 764 sp2
Has anyone created/found a work around for having to author Incident templates
at the support group level? Just checked version 8.1 and it is the same there.
Would like to be able to create templates and author them at the organization
level.
Thank you
Frank Caruso
Open form DLD:ThreadManager and delete all of the records.
I think there is KB on the BMC support site about this issue.
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Where the Answers Are, and have been
but not for Remedy
reports. Although we use the same three JAR files when building the reports,
and the reports we build work fine from Remedy web, the BIRT viewer errors out.
Has anyone accomplished this?
Thank you.
Frank Caruso
Has anyone tried using the stand alone BIRT Viewer with the BMC Remedy drivers?
I can get the BIRT viewer installed and working with an Oracle connection. I
have placed the three BMC runtime drivers in the correct LIB folder but no luck.
Thank you
Frank Caruso
We installed hotfix 8.1.00 201402031033 Hotfix (sp2) on our 8.1 sp2 Weblogic
build the other night to help fix some of the NULL pointer and caught exception
errors. At this time it appears the hot fix may have corrected some of these
issues as the number of users reporting the issue has dropped
We are currently running on Weblogic 10.5 with ARS 764 sp2, Midtier Version
8.1.00 201310040425 Hotfix.
We are also having the same issue. BMC has said that the latest hot fix solves
a lot of the issues. We have applied it to our dev server but we could never
reproduce the error in that env.
We are also dealing with this issue.
We are running ARS 764 sp2 with Midtier 8.1sp2 (Weblogic) on IE10. Some users
get the error on a daily basis and others never receive it. If we being down
Weblogic and manually remove the cache files (and viewstats) it helps for a few
days.
ITSM 764 sp2
Is there way to query for Incidents that have been reopened? I can get the list
of Incidents that have been reopened and are currently still unresolved but
need to be able to get all tickets, regardless of current status, that have
been reopened.
Thank you
Frank Caruso
to upgrade to ARS 764 sp5 in order to get
more assistance but based on this thread it sounds like that introduces worse
issues.
Frank Caruso
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Where the Answers
, the
required by date (field at the top of every SRD) no longer auto populates. We
have also tried version 8.1 on Windows Tomcat and have the same issue; menu
fields no longer appear.
Anybody else seen this issue?
Thank you
Frank Caruso
The solution was to get the 764 sp4 emaildaeon.jar file from BMC. After
installing that and restarting the email engine the errors stopped.
Thank you everyone for your input.
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A similar line is already in that file:
com.bmc.arsys.emaildaemon.level=SEVERE
Will do that same thing?
Also, I know there are lots of other Java processes running. Would they be
impacted by this change?
Here is a sample of the messages, of which there 1000s:
Successfully connected at Dec 13,
ITSM 764 sp2
ARS 764 sp2
We are having an issue where sometimes the email engine cannot connect to the
mailhost to send mail. It appears to be an issue on the mail server were there
are too many connections. When this happen the email engine will send thousands
of errors to the server log file
call backs using
functionality provided in ITSM 764?
Thank you
Frank Caruso
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Where the Answers Are, and have been for 20 years
Turn on filter logging and see what data elements in the HPD:IncidentCreate
form Remedy is not happy with.
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Where the Answers Are, and have been for 20 years
We are running ITSM 764sp2, ARS 764sp2 and just upgrade to Midtier 8.1sp2 hot
fix.
Weblogic 10; everything is RHEL 64bit
- Performance has been better.
- Issues with SRM not showing fields with menus - still researching with BMC.
- Before applying hotfix table columns could not be resized or
ITSM 764 sp2
ARS 764 sp2
Midtier 8.1sp2
Weblogic 10
IE10
Trying to search arslist but it keeps timing out.
We are having an issue where users are getting the Session Timeout error. We
have checked all of the load balancers and everything appears to be correct. We
this happens after a long
.
Is this something I can handle in AREALDAP?
Thank you
Frank Caruso
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Where the Answers Are, and have been for 20 years
Arg!!!I asked the user several times if their account was locked and
then said no, but it was!
That was the issue. Once unlocked they could login and AD authenticate.
Thank you all for your help!
Frank Caruso
So if I can do an ldapsearch and find the ID using any format, then the issue
is probably not the ID being in mixed case letters.
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Where the Answers Are, and
Donwloaded ActivePerl and installed the ARS 1.91 PPD.
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Where the Answers Are, and have been for 20 years
Has any been able to get ARSPerl working with ActivePerl 5.16.3, Win7 32 Bit
and ARS 764?
I was getting the error The program cannot start because Perl510.DLL is
missing.
I have Perl510.DLL on my machine and copied it to the ARSPerl install directory
and no longer get the error but now the ARS
We are running Weblogic 10.2 and IE 8 with ITSM 764 sp2.
I understand Flash needs to be installed on each client machine for ITSM to
render.
But I am also seeing statements about not installing flash on the Midtier and
that not having Flash on the midtier could improve performance?
is this a
Want to add some more useful indexes to the HPD:Help Desk form in ITSM 764
sp2 but am getting some push back from our DBAs that there are already 16 (out
of the box) and adding more could impact performance. Some of the indexes I am
considering removing are :
Product Name
Incident Asscoiation
I did not remove the indexes.
I assumed removing the uneeded indexes would be better for the database.
We are not seeing problems at this point but trying to be proactive. The bulk
of reports in our old Remedy system used create and resolved dates
I was trying to figure why the indexes exist and
the same Remedy
login creating a new Web session for each.
Does it matter that we use the same login and would it make a performance
difference if we used a unique login for each session?
Thank you
Frank Caruso
Looking for examples of what values others may be using in the Service+ field
on the Incident form.
Thank you
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Where the Answers Are, and have been for 20
We are running into performance issues on our development server and we think
it has to do with having multiple developers. It seems we can save a few
changes to work flow and the system handles the updates. But then all of sudden
the server hangs. We get database timeout errors or the change
We use it to rebuild individual indexes if we feel FTS has failed to accurately
maintain a data set. This is quicker than rebuilding every FTS index from the
admin console.
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If this is from the midtier:
Checkout the login_common.jsp file in /midtier/shared. There is a function
called doLogin where you can manipulate the login name entered by the user. We
modified that function to force the login name to upper case so you can easily
add the domain\.
I use the BIRT developer tool to create a new Remedy based report. I use my
credentials and server name to build the report. Before I add the report to
Report form I remove my userid and password but then when I run the report it
fails. If I add back my user name and password the report works.
ITSM 7.604 sp2
On the Service Request Console we cannot get the Needs Attention GIF to
appear in the open requests table. This is the image that shows open on a users
open request when they are being asked for more information. The image is part
of the Application and I can see it listed under
ITSM 764
RHEL 5.2
We have stood up multiple 764 ARS servers using the stack installer which
defaults to using portmapper. According to support we should've manually added
the list of arserverd RPC ports to the /etc/rpc file in order for portmapper to
work. This was never done, portmapper is
There is nothing specific to ARS in the RPC file. The Stack Installer does not
prompt to update the rpc file nor does it do it automatically if doing a root
install.
Thank you
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ITSM 764 sp2, Stack Installer
We are being told by support that if we are only going to use the English
views/data then we should uncheck Localized Server. This will help with
performance by limiting the number of SQL statements run against localized
forms.
Has anyone used the stack installer
ITSM 76.04 SP2 (Stack Installer)
Trying to understand how to handle setting the Locale field on records from the
OOTB forms. It looks like the locale field is left blank when using the stack
installer since you cannot select a default language. Because of this every
time the application has
Is BIRT version 2.5.1 the only version supported by BMC?
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Where the Answers Are, and have been for 20 years
Do you know if there are plans to support later versions?
ITSM 764 sp2
I just tried 4.2.1 and was able to create a report using the AR System ODA
driver but it would not run from the Midtier. I received missing object errors.
Hay anyone else had luck using later versions?
Thank you
Frank
According to BMC there isn't an option to to make a case-sensitive search to
LDAP, and that it appears LDAP can be configured to be either case sensitive or
case-insensitive. In our case it is case-insensitive which causes issues trying
to find a trully uniique column.
Does anyone else know
ARS 76.04 SP2
Created a vendor form to our LDAP directory using the cn attribute as the
unique column (mapped Request ID to cn). I was told by the admins that cn
would be unique for all users. However, what I am seeing is that the cn value
is kept unique by making the value either all upper
We are using the OOTB BMC ARDBC plugin without modification.
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This is what I received from BMC on this question:
Active Link guides are responsible for most of the entry points on the
HomePage. If you look at the form from Developer Studio and entry points are
not checked then it is invoked from Active Link guide.
If you want to remove links for all
ITSM 76.04 SP2
Oracle 11g / RedHat Linux 5.5
Strange issue after applying FTS to fields on the SYS:PredefinedQuries form. We
added FTS to the Query Text Tier 1,2 and 3 fields. After saving the form
changes FTS ran and searched on that form worked. However, when I add a new
record to that form
ITSM 764 sp2
Has anyone come up with logic on forcing a Work Detail entry every time an
incident record is updated?
This was a requirement in our old 63 system and was easy since it was just a
Diary field but not so much with individual work info records.
Any advice is appreciated.
Thank you
ITSM 764 sp2
Does anybody know how to add new values to the Available Fields list on the new
Web report designer form? We have a requirement to include the Help Desk field
Support Group Organization as a field that can be used in Web reports.
Thank you.
Frank
That worked when creating a new report. But for existing reports the new field
does not show up.
Any thoughts on how to get the field to show for existing reports?
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The Assigned Support Organization; char 60. It is available if I create a new
report but if I edit an existing report it does not show up.
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Thank you for the extra information but I was looking to confirm that there are
no other levels of permissions within Asset management, something between an
Asset Admin and being in a Supported by group.
As an Asset Admin you can do everything or if you are an Asset User within a
Supported by
ITSM 7.6.4 sp2
The Asset Management application appears to have only two levels of
permissioning (not concerned update Asset Viewer).
This my understanding:
If you are an Asset Admin for a Company you can create, update and delete any
asset.
If you are an Asset User and are a memeber of any of
Does anybody have a solution for this issue?
Thank you
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ITSM 7.6 sp2
ARS 7.6sp2
Want to create a join form between two classes. One class is
BMC:PhysicalLocation and the other is a custom class. I can create the join
form using the developer tool but none of the underlying forms permissions
(roles) are carried forward, not even Public. I tried
ITSM 7.6sp2
ARS 7.6sp2
Created a new class, add several custom attributes and attached menu to some of
the fields. Ran the SYncUI which created the AST view of the underlying class
forms. All looks good except the menus on the fields are set to Overwrite but
they are Appending. I have checked
ARS 764 sp2
ITSM 7.6.04 sp2
Oracle 11g, Weblogic 10
Created a table field with multiple columns. Added a new column that uses has a
character menu. The menu throws an error:
Caught exception : 'this.FieldMap[...] is null or not an object
The error only appears the first type it is accessed.
I swicthed it from On Connect to On Open but the error message still appears.
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ITSM 764sp2
Maybe its Friday and I am not seeing the obvious
Trying to figure why some fields that have a menu attached and are configured
for Auto Complete work case insensitive. We are running on Oracle, which is
case sensitive, and using the FTS product. But there are some certain
I am looking for the original status values for assets in CMDB 1.0. I believe
they were changed in the 6.3 system I am working on but not sure which ones.
Thank you
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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
ITSM 764 sp2
Has anyone attempted to add another level of permissions on the
predefined-query form? I would like to be able to limit the Defined Searches
list that appears on the Asset Management Console by support group. Have a few
ideas on doing this but wanted to see what others have come
ARS 764 sp2
User Tool 764 sp3
We can log in quickly and access all the non ITSM specific forms using the User
Tool without issue: people, support, locations, organizations,etc. We will be
using the User Tool for foundation data maintenance only. However, we are
finding that if left idle for a
ITSM 764 sp2
Due to how the organization is structured the number of support groups needed
is becoming very large. The company has hundreds of locations to support
throughout the country and each location has specific personnel assigned to
support that location. My current estimate is there
One of the requirements is to have the application auto assign tickets to a
support person based on the location of the incident. If the incident is at
Site A in Kansas then the system needs to able to auto route to the Site A
Support Group as wells auto assign a technician assigned to Site A.
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