Re: Report on Support Group Members

[Murnane, Phil]

Hi Todd,

Check out ARInside - it's invaluable for learning how the 
OOB applications work (e.g. which Join forms are built from CTM:People).

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Schaefer, Barb
Sent: Thursday, November 30, 2017 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Report on Support Group Members

**
Hi Todd,

Did you try the CTM:Service Company_SupportGroup_Permission_Join form?

Sincerely,

Barb Schaefer
IT Process Improvement Analyst - Information Technology
Phone: 414-777-5115  Pager: 414-590-6825
E-mail: barbara.schae...@froedtert.com

Froedtert & The Medical College of Wisconsin
400 Woodland Prime, Suite 200
N74 W12501 Leatherwood Court
Menomonee Falls, WI 53051-4490
froedtert.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Thursday, November 30, 2017 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Newsletter / Marketing: Report on Support Group Members

**
I am trying to run a report that lists all support groups and the people that 
belong to the group.  I thought this would be an easy task, but I am not 
finding any forms that contain that data to report off of.  Can anyone point me 
in the right direction?

Thanks,
Todd Arner

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Re: How to call a .sh script located in remote unix box from the remedy server 8.1 on windows using the FILTER Run Process command?

[Murnane, Phil]

That helps, Abhishek.


Try updating the run process command to the following and then see if any 
helpful text is in the resulting close_tt-out.txt file:

   cmd /c C:\Users\AnandAb\Desktop\close_tt.bat "$Request ID$" 
1>C:\Users\AnandAb\Desktop\close_tt-out.txt 2>&1


HTH,

--Phil



From: Action Request System discussion list(ARSList)  on 
behalf of Abhishek Anand 
Sent: Tuesday, October 17, 2017 1:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to call a .sh script located in remote unix box from the 
remedy server 8.1 on windows using the FILTER Run Process command?

PFB the  filter log  but its not highlighting any glitch just showing the full 
command in the RUN PROCESS.



Tue Oct 17 2017 13:07:11.3430 */  
Checking "Temip_TT_Filter_CaseClose_Test"
  
 0: Process
  
   cmd /c 
C:\Users\AnandAb\Desktop\close_tt.bat "020"
  
 /* Tue Oct 17 2017 13:07:11.3430 */ End of 
filter processing (phase 3) on TeMIP_TroubleTicket_Case – 020


RUN PROCESS COMMAND - cmd /c C:\Users\AnandAb\Desktop\close_tt.bat "$Request 
ID$"

And it will trigger on change of the status to "Closed" on a form.

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Re: How to call a .sh script located in remote unix box from the remedy server 8.1 on windows using the FILTER Run Process command?

[Murnane, Phil]

Hi Abishek,


To echo an earlier commenter, I'd try removing the double-quotes from around 
$Request ID$ because when ARServer writes the output it will substitute a 
ticket number for the token ($Request ID$), and ticket numbers usually do not 
contain spaces, so no double-quotes are normally required.


Also, turn on filter logging to see the exact command being generated -- 
perhaps this will shed light on the problem.


Also, append " 1> output.msg 2>&1" to the command to redirect std out and err 
out to a text file and inspect the contents of the resulting text file (see 
https://support.microsoft.com/en-us/help/110930/redirecting-error-messages-from-command-prompt-stderr-stdout)
 to see if any clue is given.


HTH,

--Phil



From: Action Request System discussion list(ARSList)  on 
behalf of Abhi$hek 
Sent: Monday, October 16, 2017 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to call a .sh script located in remote unix box from the 
remedy server 8.1 on windows using the FILTER Run Process command?

**
I am using filter run process and path is accessible from windows.

On 16-Oct-2017 9:12 PM, "Thad Esser" 
> wrote:
**
If I understand your situation, you have a Remedy server on Windows, from which 
you want to call a batch file, and that batch file calls another script on a 
remote Unix server.  Your batch file works (successfully runs the remote Unix 
script) when executed manually.  And you are having trouble getting Remedy to 
call the batch file?

Are you using a "Run Process" action in your filter, or is it a "Set Fields" 
action?  Some of the other responses have referenced the $PROCESS$ keyword, 
which would be used in a "Set Fields" action, but not in a "Run Process" action.

I notice your batch file is located in C:\Users\An***\Desktop.  Does your 
Remedy server have access to that file location?  (also keep in mind that if 
the path to your script has any spaces, it should be double quoted).

-Thad



On Sat, Oct 14, 2017 at 11:42 PM, Abhishek Anand 
> wrote:
Hi  Experts,


How to call a .sh script located in remote unix box  from the  remedy server 
8.1  on windows using the FILTER Run Process command?

I have designed the close_tt.bat file in my local system which in turn is 
calling below script residing on remote server:-

C:\plink -l  -pw * stemipt /usr/opt/temip_tttls/Runtime/OpenCTI.sh 
CLOSE "$Request ID$"

I am using below logic in FILTER Run Process command line but its failing :-

cmd /c C:\Users\An**\Desktop\close_tt.bat "$Request ID$"

Early response will be highly appreciated.

Regards,
AA

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Re: Experience with running Remedy 9.1 in the POC hardware config?

[Murnane, Phil]

Hi Paul,


Without knowing a lot more details about the system and how it's used, it's 
difficult to give any meaningful reply.  Regardless, even if every subscriber 
to the list said, "Don't let them do it!" this would be an opinion ("don't do 
it") vs facts (hard data showing unused resources) situation, and the server 
team is likely to get their way after all is said and done.


If the server people want to reduce the CPUs, I suggest you agree to the plan.  
At the very least, you're generating social capital with a team where your 
application is dependent on their service.  Just capture some before-the-change 
metrics to have as factual evidence in case the reduction produces negative 
effects.


FWIW,

--Phil



From: Action Request System discussion list(ARSList)  on 
behalf of Paul J. Zagarella 
Sent: Monday, September 11, 2017 10:29 PM
To: arslist@ARSLIST.ORG
Subject: Experience with running Remedy 9.1 in the POC hardware config?

**
Hey gang,

We currently have about 125 concurrent users and we are in the Small Hardware 
Config. My server group wants to reduce the number of CPUs from 8 to 4 on the 
main SQL server which is running Windows Sever 2012 R2 and SQL Server 2014. 
They have stats stating that we are barely using the CPU power. Does any about 
our size have experience running with less than the recommended hardware? Did 
you have problems when contacting BMC support? Thanks.

Paul J. Zagarella, MS IS
Director of Information Technology
Client Services
Temple University
Computer Services
(215) 204-4412

P Think before you print

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Re: DB connection from the AR Server installer

[Murnane, Phil]

Hi Peter,

I’m far from an expert here, but in the past I’ve resolved some Oracle 
connection problems by setting the TWO_TASK environment variable.  Some notes 
here: http://www.orafaq.com/wiki/TWO_TASK .  It’s a long shot, but couldn’t 
hurt to try.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Joran
Sent: Sunday, August 20, 2017 2:34 PM
To: arslist@ARSLIST.ORG
Subject: DB connection from the AR Server installer

**
All,
I am trying to get the Remedy installer to connect with the DB to install the 
application.

SQLPlus
As a preliminary test I tested the connection using SQLPlus from the Remedy 
server.
Without appending the pw with @sid the connection failed (ERROR:ORA-12560: 
TNS:protocol adapter error)
PW with @sid appended connects successfully

Remedy Installer
In this case I'm only installing the AR Server 8.1.02 files as the DB (Oracle 
11g) is in place.
The issue is that the application installer does a validation check and it 
fails.
Without the @sid it validates and performs the installation but then fails when 
its time to connect to the DB at the very end of the installation.
Appending the pw @sid the installer validation fails.

Any thoughts on how to connect to the DB (SQLPlus or application installer) 
without using the @sid would be greatly appreciated.
Different servers
ping the db server, by name and IP = success
DB is started and open
lsnrctl status = success
tnsping sid = success
Adding server env var ORACLE_SID=sid did not help


Thanks
Pete
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Re: Hosting services

[Murnane, Phil]

I've spoken to customers that have used AWS, Azure, and Rackspace IaaS 
successfully.  Of course Remedy OnDemand is available directly from BMC, and 
I've worked a successful project on that platform.


HTH,

--Phil



From: Action Request System discussion list(ARSList)  on 
behalf of Saji Philip 
Sent: Thursday, June 1, 2017 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Hosting services

** Does anyone know of instances where people had their Remedy environment 
hosted? IaaS  If so, any good or recommended hosting companies...

We are thinking to move our entire instance to a IaaS cloid offering..
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Re: How to "split" Unrestricted Access

[Murnane, Phil]

Hello Irina,


Most HR applications I've seen store their records in separate tables from 
non-HR records, partly to make the security scheme simpler.


If this is not an option for you, I can think of one solution but it's not a 
good one at all: add two filters to the Incident form that fire On Get.  The 
first checks for membership in the "HR Incidents" group and stores the result 
of the check in a display-only field.  The second sets the value of all fields 
to null if the membership check fails.  This is very ugly because of 1) the 
extra load on the system to process all the On Get actions and 2) because a 
query would still know that a record exists, but would not know the content of 
the record.  Also, the OOB workflows will need a lot of fix-up.

FWIW,

--Phil


From: Action Request System discussion list(ARSList)  on 
behalf of Irina Solarcuka 
Sent: Friday, April 21, 2017 5:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to "split" Unrestricted Access

**
Hi,

The issue is that all support groups members has unrestricted access and I 
can't remove that.
It is a reason why I need "another unrestricted access" that allows to HR 
people to see only their incidents.
At the same time I need to limit an existing Unrestricted Access so that people 
can see only non-HR incidents.

BR,
Irina

2017-04-21 11:33 GMT+03:00 Chris Jones 
>:
**
Hi Irina,

Another option for you to consider is using parent groups to control access to 
multiple companies, etc.

https://docs.bmc.com/docs/display/public/ars81/Using+a+parent+group+for+permissions+inheritance

Maybe you could create an HR parent group and grant access to that so HR people 
are granted access to anything within this parent group?

Regards,

Chris

Chris Jones, Director
www.aramea.co

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Irina 
Solarcuka
Sent: 21 April 2017 05:34
To: arslist@ARSLIST.ORG
Subject: How to "split" Unrestricted Access

**
Hi,

I would like to "split" Unrestricted Access in two parts - HR Unrestricted 
Access and Unrestricted Access for the other incidents.
Is it possible?
I've created an additional field in CTM:People form called HR Unrestricted 
Access, an additional Role and group with the same name.
I can't use multi-tenancy since we have a mix of customers and support 
companies. Each support company can support each customer.
I can't remove Unrestricted access from all the users that have that because of 
the same reason..

Any help is appreciated

BR,
Irina
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Re: [Non-DoD Source] Re: need input about data migration after Upgrade

[Murnane, Phil]

We've used DDM and RRR|Chive successfully on various projects.  Misi's tool is 
scriptable and very fast compared to DDM.  DDM can schedule code and data 
migrations.  Generally both require the Last-Modified date/time field to be 
accurate.  Overall, I'd personally recommend RRR|Chive.

HTH,

--Phil


From: Action Request System discussion list(ARSList)  on 
behalf of Nicosia, Ryan J. CTR USSOCOM HQ 
Sent: Wednesday, April 19, 2017 8:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: [Non-DoD Source] Re: need input about data migration after Upgrade

I have to disagree.  We used DDM with great success but it does require admin 
freeze on all deletion activities of your production environment.  That said, 
there are ways to get around that as well but purging the form in question on 
your target server and telling DDM to just pull everything over.

Once you get to the point where you are running DDM every few days, the errors 
are easy to identify and clean up and you can re-run a specific package as 
needed.

Ryan

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Kamruzzaman
Sent: Wednesday, April 19, 2017 5:50 AM
To: arslist@ARSLIST.ORG
Subject: [Non-DoD Source] Re: need input about data migration after Upgrade

Hi Amit,

Agree with Vinod, you may want to look at alternate solution considering you 
are looking at migrating and cleaning your data. You will want to migrate over 
foundation, configuration and transactional data onto ITSM 9.x . This is an 
ideal time to clean up data, remapping Prod cats and Op Cats etc. and 
potentially archive some of the tickets that you no longer need.

We use our Customer Move Tool (more info [CAUTION] 
http://www.alderstone.com/cmt) for the migration from previous ITSM versions to 
the latest, as we can migrate all modules data or a reduced set (including 
transformation and cleaning of data), depending on your requirements. In 
general we've been able to move entire data set within a day ensuring a smooth 
migration. Please let me know if you would like to talk about this in more 
detail or have any specific questions.

Regards,
Mohamed

Mohamed Kamruzzaman. Alderstone.com +962776723269 | 
mohamed.kamruzza...@alderstone.com | Skype: mkamruzzaman | LinkedIn: 
Mohamed-Kamruzzaman

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Re: Places to Configure Midtier-Server

[Murnane, Phil]

Hi Sam,


This may help you: https://communities.bmc.com/docs/DOC-7710 .


HTH,

--Phil

Remedy Restore Tool Version 3.8 | BMC 
Communities
communities.bmc.com
Hi, this is a little side project I have been working on to help automate some 
of the settings and references that are required to be updated after a DB






From: Action Request System discussion list(ARSList)  on 
behalf of Bächler Samuel (ewz) 
Sent: Wednesday, March 8, 2017 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Places to Configure Midtier-Server

**
Dear All

We made a dump of the ARSystem database from our productive system. Our 
productive system is BMC Remedy 8.1. We restored that dump on our development 
system and installed BMC Remedy 9.1.02 on our development system. Now our 
development system tries to do requests from DEV-SYSTEM-HOST:some-port to 
PROD-MIDTIER-HOST:443. These requests come out of this process:

"C:\Program Files\Java\jre1.8.0_66\bin\java" -Xmx512m -classpath "C:\Program 
Files\BMC Software\AtriumCore\cmdb\plugins\shared;C:\Program Files\BMC 
Software\AtriumCore\cmdb\plugins;C:\Program Files\BMC 
Software\AtriumCore\cmdb\sdk\bin\arpluginsvr91_build001.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\arapi91_build001.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\arutil91_build001.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\log4j-1.2.14.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\cmdbapi91.jar;C:\Program Files\BMC 
Software\AtriumCore\cmdb\plugins\websvcjava91_build001.jar;C:\Program Files\BMC 
Software\AtriumCore\cmdb\plugins\federation\lib\axis.2.1.4_all.jar;C:\Program 
Files\BMC 
Software\AtriumCore\cmdb\plugins\federation\lib\axis2-kernel-1.4.jar;C:\Program 
Files\BMC Software\AtriumCore\cmdb\sdk\bin\cmdbbol91.jar" 
com.bmc.arsys.pluginsvr.ARPluginServerMain -x DEV-SYSTEM-HOST -i "C:\Program 
Files\BMC Software\ARSystem"

The parent process of the above mentioned process is armonitor.exe. I checked 
the form SLM:ConfigPreferences if there is a configuration which points to our 
productive midtier server: What other forms could I check? Are there other 
places that I could check?

Regards
Sam


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Re: Filter Notify Action Dropping Fields

[Murnane, Phil]

Nice clarifications!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, February 3, 2017 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Filter Notify Action Dropping Fields

**
Just to add to this... If you use email addresses as the Login Name then you 
can send to their email address and the system is able to look up the User 
record to find their permissions :)

There is also (or at lease there was) a way to add an alias to the Login Name 
on User form. I wonder if the alias field was added and populated with the 
email address if the system would be able to find the User record by the email 
address? Never tried it, just thought of it now.

Jason

On Fri, Feb 3, 2017 at 10:36 AM, LJ LongWing 
<lj.longw...@gmail.com<mailto:lj.longw...@gmail.com>> wrote:
**
Paul,
There was never a requirement that a field must have public permission to be in 
a notification.  The requirement was instead, that the user receiving the 
notification had permission to the data in the field.  As quite often happened, 
the notification however was not being sent to a userID, but instead to an 
email address, which didn't have permission to anything in the system, so, 
Remedy didn't have permission to divulge the information to that 
address.the common workaround to that situation was to grant the field 
public permission, thus allowing anyone to access the information, thus opening 
Remedy's permission model to allow the information to go to an unknown 
user.the alternative to that workaround was to send notifications to user 
id's instead of emails, and thus allow the remedy to verify permission needed, 
and send the email appropriately.

On Fri, Feb 3, 2017 at 11:03 AM, Murnane, Phil 
<phil.murn...@windward.com<mailto:phil.murn...@windward.com>> wrote:
**
Not sure it’s applicable, but there used to be a requirement that any field 
included in an email notification had to have Public read permissions.  Not 
likely to be the problem, but it couldn’t hurt to check.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Jayesh 
Panchal
Sent: Friday, February 3, 2017 12:09 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Filter Notify Action Dropping Fields

**
Hi,

Did you check if your custom AL looked up and set those two field before it 
notifies?

Regards,
Jayesh

Sent from my Windows 10 phone

From: Wallace, Kelvin<mailto:kelvin.wall...@freshfromflorida.com>
Sent: 03 February 2017 08:20 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Filter Notify Action Dropping Fields

**
We run Remedy as totally customized on Solaris and Oracle.  For about the last 
10 years, there is a filter associated with our Help Desk form that performs a 
notify to our maintenance contract vendor, via email, to repair our faulty 
equipment.  In the text of the Notify action, I basically have 3 fields:  1) 
$Requester Data$ – which is a concatenation of Name, Phone, Address, City, Zip, 
etc. of the requester, 2) $Equipment Data$ - which is a concatenation of Asset 
Tag, Serial Number, Description, Model, Purchase Date, etc. and 3) the Short 
Description of the problem.  The $Requester Data$ and $Equipment Data$ fields 
are populated by an AL when the lookup occurs for the requester and for the 
equipment.

Last month, we upgraded from 7.6.4 to 8.1.2.  Even though $Requester Data$ and 
$Equipment Data$ are listed in the text of the notify, they show up blank in 
the email.
What the notify used to look like (and what it should be now):

 John Smith
 407-555-8776<tel:(407)%20555-8776>
  South Orange Blossom Trail
 Orlando District Office & Work Center
 Orlando -- 32809-7999

 Asset Tag = 00096944
 Serial = 1F4J3XX
 PC Dell Notebook Quad Core 2.5 GHz
 Model Number = HD7RD
 Model Description = Latitude E6430
 Purchase Date = 5/7/2013
 Maint Code = C

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863

What it looks like now:

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863


In subsequent testing, I can create the same information if I list the fields 
individually – with the exception of the Purchase Date.  This field comes from 
another field of the type Timestamp, where I have set the field as 
DATE($Purchase Date) to strip off the time of day.  It seems that concatenating 
or running a Function to create a value in a field causes the Notify to ignore 
that field when it generates the email message.  Can anyone shed some light on 
this issue?

Thanks,


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Se

Re: Filter Notify Action Dropping Fields

[Murnane, Phil]

Not sure it’s applicable, but there used to be a requirement that any field 
included in an email notification had to have Public read permissions.  Not 
likely to be the problem, but it couldn’t hurt to check.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jayesh Panchal
Sent: Friday, February 3, 2017 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Filter Notify Action Dropping Fields

**
Hi,

Did you check if your custom AL looked up and set those two field before it 
notifies?

Regards,
Jayesh

Sent from my Windows 10 phone

From: Wallace, Kelvin
Sent: 03 February 2017 08:20 PM
To: arslist@ARSLIST.ORG
Subject: Filter Notify Action Dropping Fields

**
We run Remedy as totally customized on Solaris and Oracle.  For about the last 
10 years, there is a filter associated with our Help Desk form that performs a 
notify to our maintenance contract vendor, via email, to repair our faulty 
equipment.  In the text of the Notify action, I basically have 3 fields:  1) 
$Requester Data$ – which is a concatenation of Name, Phone, Address, City, Zip, 
etc. of the requester, 2) $Equipment Data$ - which is a concatenation of Asset 
Tag, Serial Number, Description, Model, Purchase Date, etc. and 3) the Short 
Description of the problem.  The $Requester Data$ and $Equipment Data$ fields 
are populated by an AL when the lookup occurs for the requester and for the 
equipment.

Last month, we upgraded from 7.6.4 to 8.1.2.  Even though $Requester Data$ and 
$Equipment Data$ are listed in the text of the notify, they show up blank in 
the email.
What the notify used to look like (and what it should be now):

 John Smith
 407-555-8776
  South Orange Blossom Trail
 Orlando District Office & Work Center
 Orlando -- 32809-7999

 Asset Tag = 00096944
 Serial = 1F4J3XX
 PC Dell Notebook Quad Core 2.5 GHz
 Model Number = HD7RD
 Model Description = Latitude E6430
 Purchase Date = 5/7/2013
 Maint Code = C

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863

What it looks like now:

 Problem Description:
   Dell Latitude E6430 00096944, bad Video Card, Dell Diagnostics reports 
Error2000-0332, Validation: 75863


In subsequent testing, I can create the same information if I list the fields 
individually – with the exception of the Purchase Date.  This field comes from 
another field of the type Timestamp, where I have set the field as 
DATE($Purchase Date) to strip off the time of day.  It seems that concatenating 
or running a Function to create a value in a field causes the Notify to ignore 
that field when it generates the email message.  Can anyone shed some light on 
this issue?

Thanks,


Kelvin R. Wallace
Data Processing Manager
Office of Agriculture Technology Services
Florida Department of Agriculture and Consumer Services

(850) 245-1067 - Office
(850) 245-1075 - Fax
kelvin.wall...@freshfromflorida.com

The Mayo Building
407 South Calhoun Street
Room B-11, Mail Stop M-3
Tallahassee FL  32399-0800

www.FreshFromFlorida.com

Please note that Florida has a broad public records law (Chapter 119, Florida 
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records obtainable by the public upon request. E-mails sent to me at this 
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Slow CMDB Recon Query

[Murnane, Phil]

Hello ARSListers,


I have a customer with a 7.6.04 CMDB reconciliation job that is generating a 
poor-performing SQL query (roughly 1,000 ms to process).  I can't find any 
filters that generate the query, so I'm guessing it's resulting from a plug-in. 
 There's not much to do about how the plug-in generates its queries unless some 
of the WHERE clause parameters are stored as data.  Does anyone have any 
insight into whether the ReconciliationIdentity phrase of the WHERE clause 
below is stored as data somewhere, and if so then where?  I'd sure like to 
replace that ...!= '0' comparison to avoid a full table scan.


Here's the raw query right out of the log:


317978 SQL 0001446061 List 390696 Remedy Application Service Thu Feb 02 2017 
08:19:04.3394 SELECT * FROM ( SELECT T505.C1,C400129200,C179,C400127400 FROM 
T505 WHERE ((1 = 1) AND (T505.C400129200 != '0') AND (T505.C400079600 = 
'BMC.CORE:BMC_HOSTEDSYSTEMCOMPONENTS') AND ((T505.C530041601 = 30) OR 
(T505.C530041601 = 60) OR (T505.C530041601 = 50)) AND (T505.C400127400 = 
'BMC.ADDM') AND (T505.C530060100 = 40) AND (T505.C400079600 = 
'BMC.CORE:BMC_HOSTEDSYSTEMCOMPONENTS')) ORDER BY C400129200 ASC, 1 ASC ) WHERE 
ROWNUM <= 11
319025 SQL 0001446061 List 390696 Remedy Application Service Thu Feb 02 2017 
08:20:26.6110 OK


...and here's a friendly version:

SELECT BMC.CORE:BMC_Component.RequestId, ReconciliationIdentity, InstanceId, 
DatasetId
 FROM BMC.CORE:BMC_Component
 WHERE
  (
  (1 = 1) AND
  (BMC.CORE:BMC_Component.ReconciliationIdentity != '0') AND
  (BMC.CORE:BMC_Component.ClassId = 'BMC.CORE:BMC_HOSTEDSYSTEMCOMPONENTS') AND
  (
   (BMC.CORE:BMC_Component.NormalizationStatus = 30)
   OR (BMC.CORE:BMC_Component.NormalizationStatus = 60)
   OR (BMC.CORE:BMC_Component.NormalizationStatus = 50)
  ) AND
  (BMC.CORE:BMC_Component.DatasetId = 'BMC.ADDM') AND
  (BMC.CORE:BMC_Component.ReconciliationMergeStatus = 40) AND
  (BMC.CORE:BMC_Component.ClassId = 'BMC.CORE:BMC_HOSTEDSYSTEMCOMPONENTS')
  )
 ORDER BY ReconciliationIdentity ASC, 1 ASC


Thanks for any thoughts,

--Phil

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Re: Splunk

[Murnane, Phil]

Hi Randy,


Splunk can also be very nice for correlating anomalies.  We've had customers 
e.g. explain why their mid-tiers are running slowly by correlating heavy load 
on the virtual compute hardware that was not observable in the mid-tier virtual 
server OS, much less tomcat.  As Rick mentioned, it's all about what outcome 
you're trying to produce.  Fault detection isn't really Splunk's forte, but it 
could do the job.

HTH,

--Phil


From: Action Request System discussion list(ARSList)  on 
behalf of LJ LongWing 
Sent: Friday, January 27, 2017 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Splunk

**
Randy,
When I was working at a company that had Splunk I was able to use it to monitor 
all of my important log files (of course), but also wrote some tools that 
generated specific data from Remedy such as transaction volumes and such and 
displayed all of that information in charts in SplunkI had logs for 
concurrent users both in Remedy and Mid-Tier, response times between various 
components of the environments, used it to alert when interfaces went 
down...all sorts of stuff.  Nothing that couldn't be done in other tools, but 
it was the first tool I did that stuff in and I really enjoyed the interfaces 
and the query capabilities...I liked it.

On Fri, Jan 27, 2017 at 10:02 AM, Mckinnish, Randy 
> wrote:
**
Hey Listers,
Anyone using Splunk for monitoring mid tiers or your AR Servers? If so what are 
your thoughts on any value that it adds? Our shop uses several tools already in 
place and we now have Splunk for some of the other applications. Just wondering 
if it's a better option and wanted to see what others think.

Thanks

RandyMckinnish | senior remedy developer | compass group, nad | o: 
704.328.1970






This email is subject to certain disclaimers, which may be reviewed via the 
following link. http://www.compass-usa.com/disclaimer
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Re: SERVER keyword in Filters

[Murnane, Phil]

Hi Fred,


The excellent ARInside utility will make it very easy for you to find the 
existing workflow.  Run it against your server to produce the output files, 
then use any text search tool (e.g. grep, Windows Explorer) to find files named 
index.htm containing the text string "$SERVER$".


FWIW,

--Phil



From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on 
behalf of Grooms, Frederick W <frederick.w.gro...@xo.com>
Sent: Monday, January 23, 2017 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: SERVER keyword in Filters

That is exactly what I am having to do (It is just not fun trying to find and 
change all the workflow that uses $SERVER$).

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Saturday, January 21, 2017 3:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: SERVER keyword in Filters

Hi,

Doing a LEFT requires filter actions. In this case it should work to use 
something like this in the Run If of the filter:
$SERVER$ LIKE "%devars01%"

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se

January 20, 2017 8:03 PM, "Murnane, Phil"  wrote:
> Hi Fred,
>
> We've run into this issue in the past, and always got around it by appending 
> a period to $SERVER$
> and then taking the LEFT() # of characters up to the first period. If you 
> need the alias, just use
> what's returned. If you need the FQDN, then append the domain to what's 
> returned.
>
> HTH
> --Phil
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of
> Grooms, Frederick W
> Sent: Friday, January 20, 2017 11:49 AM
> To: arslist@ARSLIST.ORG
> Subject: SERVER keyword in Filters
>
> We are in the process of moving our servers to new hardware.
>
> Old OS is Red Hat Enterprise Linux Server release 5.11 (Linux 
> 2.6.18-400.1.1.el5)
> New OS is Red Hat Enterprise Linux Server release 7.2 (Linux 
> 3.10.0-327.36.1.el7.x86_64)
>
> We have the same version of ARS (8.1.02 201408260235) on each server (Once we 
> are on the new
> hardware we can upgrade). Both servers are pointing to the same database.
>
> On the old hardware the $SERVER$ keyword in filters is reporting the short 
> name (i.e. devars01).
> On the new hardware it is reporting the FQDN (i.e. devars01.myxyz.com).
>
> The environment variables and ar.conf are all the same between the servers.
> Does anyone know what setting I can change to make it report back with the 
> short name?
>
> Fred
>

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Re: SERVER keyword in Filters

[Murnane, Phil]

Hi Fred,

We've run into this issue in the past, and always got around it by appending a 
period to $SERVER$ and then taking the LEFT() # of characters up to the first 
period.  If you need the alias, just use what's returned.  If you need the 
FQDN, then append the domain to what's returned.

HTH
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, January 20, 2017 11:49 AM
To: arslist@ARSLIST.ORG
Subject: SERVER keyword in Filters

We are in the process of moving our servers to new hardware.   

Old OS is   Red Hat Enterprise Linux Server release 5.11(Linux 
2.6.18-400.1.1.el5)   
New OS is  Red Hat Enterprise Linux Server release 7.2  (Linux 
3.10.0-327.36.1.el7.x86_64)   

We have the same version of ARS (8.1.02 201408260235) on each server (Once we 
are on the new hardware we can upgrade).  Both servers are pointing to the same 
database.   

On the old hardware the $SERVER$ keyword in filters is reporting the short name 
(i.e. devars01).
On the new hardware it is reporting the FQDN (i.e. devars01.myxyz.com).   

The environment variables and ar.conf are all the same between the servers.   
Does anyone know what setting I can change to make it report back with the 
short name?   

Fred 

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Re: Pat Zandi

[Murnane, Phil]

Thanks, Warren for letting us know.


I'll miss Pat's unique voice and personal touch in his posts.


 [☹]


--Phil



From: Action Request System discussion list(ARSList)  on 
behalf of Warren R. Baltimore II 
Sent: Thursday, January 12, 2017 6:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Pat Zandi

**
HAHA!  I had thought about going back in the archives to find something  
That's a good one!

On Wed, Jan 11, 2017 at 4:39 PM, Doug Blair 
> wrote:
**
Warren et al,

This is so sad to hear. I had not noticed his absence until now, but WOW we 
have missed Zandi a lot!  A conversation or post thread with Zandification was 
always full or surprises, diversions, stories and packed full of knowledge. or 
at least some oblique references to knowing a lot more than the rest of us.  So 
I went back about (s!) 11 years to find this thread, the subject of which 
is “BMC SupportWeb is garbage!,” to find some typical Zandification:

(Ed: from Patrick Zandi)

**
Sometimes, Like me.. you have to have the support folks fix this personally..
I just gave them my userid and password Shh
and said SEE I am not Crazy..

I was then reminded of the quote from the Bible..
Rev 8:1 And when he had opened the seventh seal, there was silence in heaven 
about the space of half an hour

Then the tech came back and said.. "this is going to take a while"
a day later.. Voila.. it worked..

Always something illuminating, often amusing, always a treasure….


On Jan 11, 2017, at 1:30 PM, Warren R. Baltimore II 
> wrote:

**
Folks,

I wanted to take a few moments and let those of you who are following the list 
know that Pat Zandi passed away on Monday.

Pat had been battling cancer for the last year.  He came to work for Dev 
Technology about a year or so before I did after he retired from the Air Force. 
 He was a great team mate, and a good guy.  He will be missed.

His obituary can be found here:  
http://www.colonialfuneralhome.com/home/index.cfm/obituaries/view/fh_id/11079/id/4062535

Warren

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_ARSlist: "Where the Answers Are" and have been for 20 years_

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--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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Re: Quotes in a set field

[Murnane, Phil]

Mark,

I remember doing something like this using the Log filter action and logging to 
a file on the server.  Maybe you can read up on that to see if it helps.

Good Luck,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, December 21, 2016 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Quotes in a set field

**
Thanks everyone, this has been very helpful. Have a second question which might 
not be possible.

Based on the workflow that I started with below I end up with something like 
this

{
"MultiRequest":  {
"data":  [

   {
  "host": "Server ABC.34190",
  "duration" :"1440 minutes"
},
   {
  "host": "Server Z.34190",
  "duration" :"1440 minutes"
}
  ]
}
}

Is there way to push this into a file and then attach the file to a record? The 
file would always have the same file name.

Thanks
Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, December 20, 2016 3:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Quotes in a set field

**
Hi,

The LJ solution is the simplest one. But you can do what you originally tried 
to if you add one more double quote making it four, not three:
( + "hosts:" +  + $Server Name$)

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13)
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs
Find these products, and many free tools and utilities, at http://rrr.se


December 19, 2016 11:13 PM, "LJ LongWing" 
>
 wrote:
**
"""hosts: """ + $Server Name$
On Mon, Dec 19, 2016 at 3:09 PM, Brittain, Mark 
> wrote:
**

Hi All

I need to do a set field where there is text in quotes and the a field 
reference. Result would be like

“host:” server1

Tried “”” + “hosts:” + “”” + $Server Name$ but that doesn’t work. I know it is 
something simple but it has been a long time since I have tried it.

ARS 7.6

Thanks

Mark

Mark Brittain | Systems Engineer | 315.634.9337

125 Elwood Davis Road | Syracuse NY 13212

[Navisite]
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Re: ITSM 7.6 Email From

[Murnane, Phil]

Mark:

IIRC, if an email address is set into the From: field on the AR System Email 
Messages form, then the system will leave it unchanged.  If this is still true 
(it's been a few years since I had this same requirement), then all you need is 
some filters on form to set the field based on your use cases.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Brittain, Mark [mbritt...@navisite.com]
Sent: Wednesday, August 20, 2014 10:44
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6 Email From

**
Hi All,

Is there a way to configure multiple FROM addresses? I have the requirement to 
use different FROM addresses depending on the customer and the situation. As 
far as I can tell there are two filters used by the Notification Engine to send 
outgoing emails. This seems to leave me with the option of only having one FROM 
address configured either in the filter or defaulting to the mailbox. I am 
hoping that I can configure the FROM as custom or default depending on the 
customer and/or situation.

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. – A Time Warner Cable Company
mbritt...@navisite.commailto:mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[cid:image001.gif@01CFBC62.C719FDE0]



This E-mail and any of its attachments may contain Time Warner Cable 
proprietary information, which is privileged, confidential, or subject to 
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the use of the individual or entity to which it is addressed. If you are not 
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Re: MSSQL server name / Instance name issue

[Murnane, Phil]

Patrick:

Years ago (maybe ARS 4.x?) I encountered a problem where the application server 
wouldn't connect to a database instance if the name was longer than 12 
characters.  Maybe try creating an alias in the LMHOSTS file?

FWIW,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of patrick zandi [remedy...@gmail.com]
Sent: Tuesday, August 05, 2014 08:38
To: arslist@ARSLIST.ORG
Subject: QQ: MSSQL server name / Instance name issue

**
I am sure I am just missing the obvious today..

Win: 2012 - connecting to an instance of the 2012 sql server
Servername ::  NAME-W12-SQL-1\REMEDY,1435(mssql connection settings)
Instance name :: remedy
SA password it says::

 *   The instance name REMEDY is not valid for the host NAME-w12-sql-1 /​ port 
1435
 *  Detected the SQLServer instance NAME-W12-SQL-1\​ REMEDY for the host 
dtg-w12-sql-1 /​ port 1435

So I put in the following::


hostname NAME-W12-SQL-1\REMEDY
Instance name : remedy
System installer says:

 *   he installer is unable to resolve NAME-w12-sql-1\​REMEDY into an IP 
address.Clients cannot communicate to the Server unless they can resolve into 
an IP address

If I put in the IP address \ REMEDY is says same thing.


I know it is something silly, it must be the fly on my nose (too close).










if I put in NAME-W12-SQL-1  (it says it should be the above)

do I need to create some sort of Alias? like in the /etc/hosts?
or registry? for it to get accepted.




--
Patrick Zandi
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: How to execute AI jobs from workflow

[Murnane, Phil]

Rick:

It sounds like the server would have to perform a SQL SELECT (via the AR System 
API, of course) in order to evaluate the criteria you have, then based on the 
result set would perform your INSERT.  Try using the documented, but not 
obvious, always push no matter what configuration for the Push Fields Action.

I just found this in the AR System .PDF:

Note
Using a qualification causes the Push Fields action to run a query to obtain 
the list of matching requests, so make sure to optimize the Push Fields 
qualification for best system performance. See Creating efficient 
qualifications.

To create a Push Fields action that does not search for existing records but 
instead always creates a request, do not enter a qualification. Instead, select 
the following values:
   In the If No Requests Match field, select Create a New Request.
   In the If Any Requests Match field, select Take No Action.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Rick Cook [remedyr...@gmail.com]
Sent: Wednesday, July 23, 2014 18:23
To: arslist@ARSLIST.ORG
Subject: Re: How to execute AI jobs from workflow

**
Create New.  However, I wonder if the Run If qualification ($Name$ = 'Name') 
AND ('Type' = $Type$) would be considered that?

Rick


On Wed, Jul 23, 2014 at 3:08 PM, Grooms, Frederick W 
frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote:
Offhand question … Did your Push fields try to do a search or just create new?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, July 23, 2014 5:01 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: How to execute AI jobs from workflow

**
I know that Event driven AI jobs are possible, because the documentation says 
so.  And in spite of that, the system architecture does seem to allow them.

However, I am finding it elusive to actually do.  I have a Transformation that 
I can run successfully manually.  I put that into a Job that I can also run 
manually, and can schedule to run.
I can also execute the job by creating a record manually in the UDM:Execution 
form.  The final step would be to have some other AR System action create that 
record.  It would stand to reason that any action against any form that could 
execute a piece of workflow could create the record there.

So I created a custom DO form, copied the fields from the UDM:Execution on it, 
and added a button imaginatively entitled Push to Run which runs a Push 
Fields to the UDM:Execution form.  Push the button, and I get an error message:

ARERR [8753] Error in plugin : Get List Entry With Fields not supported on 
form UDM:Execution.

Thing is, no GLEWF even shows up in the API log for the transaction.  So, I'm 
kinda stuck for what to try next.  I suppose I could create a batch file with 
the command line argument in it, but that's not as user-friendly as the form 
solution.  And I suspect I would get the same error anyway.
Any ideas?

Rick



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Re: Data in server-side table fields is read-only.

[Murnane, Phil]

Here are some observations on server-side table fields (SSTFs) that may help 
you understand how to use them.

Speaking in general terms, there are comparatively few use cases where 
developers need to use SSTFs.  Many of the use cases that are satisfied by 
using SSTFs can also be satisfied using other techniques such as Push Fields or 
Direct SQL.  So if you have no immediate plan to use an SSTF, then don't worry 
about the comment in the documentation.

Specifically about the documentation's comment, as I understand it the intent 
is to state that if an SSTF has a row, and a developer modifies the contents of 
that row, then the modification is not reflected in the foreign table which is 
the source of data for the row.  If a developer's intent is to update the data 
in the foreign table, then it will be necessary to use workflow to update the 
data and then optionally refresh the table field to reflect the update.

Many of the experienced developers here on ARSList have built solutions using 
SSTFs, so my advice would be to wait until you have a requirement that may be 
satisfied by using an SSTF and then ask your questions.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Sweety [sweetykhann...@gmail.com]
Sent: Monday, May 19, 2014 18:04
To: arslist@ARSLIST.ORG
Subject: Re: Data in server-side table fields is read-only.

I have not said that I want to create a table field at all. It says data is 
read only. Why I cannot update the data in server side table? I do not 
understant the statement Data in server-side table fields is read-only. Make 
me understand it please.

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Re: Scenario based query

[Murnane, Phil]

Shashi:

Your task can be done with two filters, the first on the profile form and the 
second on the approvers form.

The first filter (on the profile form) fires when profile.Status changes to 
offline and does a push fields to approver.zTemp1 with the ID to be removed and 
to approver.zTemp2 with the ID to replace the removed ID.  The filter is set to 
modify all approver records where approver.ApproverList contains ;[the ID to 
be removed]; -- this filter accomplishes your desired loop-like function.

The second filter (on the approver form) runs on Modify when zTemp1 and zTemp2 
are not NULL and uses the REPLACE function to change ;[the ID to be removed]; 
to ;[the ID to replace with];.

This solution assumes that zTemp1 and zTemp2 are not used in any other filter 
processing on the approver form.  It also assumes that the ApproverList always 
has leading and trailing semicolons.

HTH,
--Phil




From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of shashidhar M S [shashi.catch...@gmail.com]
Sent: Monday, April 14, 2014 02:42
To: arslist@ARSLIST.ORG
Subject: Scenario based query

Dear Experts,

Seeking your valuable assistance on the below scenario.

There is a customized approval form where a character field holds the Approvers 
Id (Remedy Login Ids). If there are multiple approvers, the Ids are separated 
by a semi colon (;) . Now the expectation is, when a people profile is set to 
Offline, If that user is an approver in the customized approval form, His ID 
has to be replaced by his managers ID (From the people form).

Since there might be many records present on the approval form for an user ID 
which is going to be offline, I am stuck up here. Can someone help me with an 
approach to handle this please?

I tried using the below

#. Created two temp fields on People form ZTemp1 , zTemp2

#. On setting the profile offlne, used a set field action to set the contents 
of the approver ID field on Approval form to the zTemp1 on people form.

#. Used another set field to zTemp2 with Replace function - 
REPLACE($zTemp1$,$Remedy Login ID$,$Manager ID$). which finds the Current ID 
and replaces the same with manager ID.

#. A push field from zTemp2 to the Approver ID field on Approval form.

This worked for the first record on the list, But I am confused on how to 
traverse the next set of entries to perform the same operation. I am afraid to 
use a table loop.

Thanks in Advance!!

Regards,
Shashi

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Re: ITSM on a Laptop Question

[Murnane, Phil]

Theo:

Good observation on your part to mention the SSD lifespan.  I can personally 
attest to ITSM causing the DB to burn through the maximum number of write 
operations for an SSD in a few months of light usage.  I'm on my second pair of 
SSDs in a RAID 0 config.  Once my laptop is upgraded to 16GB RAM, then the 
config will probably change to a pair of 7200 RPM spinning disks in RAID 0, 
because I won't have so much swap I/O on the host or guests.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Theo Fondse (Gmail) [theo.fon...@gmail.com]
Sent: Wednesday, April 09, 2014 04:23
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

Hi James,

This is possible indeed. I have done this many times in the past for my
previous company (another BMC Partner) in order to do development and demo's
on ITSM etc.
The catch here is that you are guaranteed to have BAD performance of an ITSM
VM if you only have 8GB RAM or less.
If you use a laptop with 16GB RAM, i7 CPU and a fast set of disks, you are
ok.
I would also recommend for ITSM VM's to run a single VM due to the extra RAM
you are wasting to run the second VM OS.
I am currently using a two-VM set with CentOS 5.10, Oracle 11g, ARS 7.1.0 on
my laptop for RD.  (Yes, we're still on 7.1 here, but that is a different
long story. We are also busy with an upgrade project at the moment)
There's 12Gb RAM allocated to these two VM's in total (10 for DB and 2 for
AR) and it performs well until I start 2 or 3 copies each of Admin tool and
User Tool alongside Toad, Excel, Outlook and Notepad++ as the host machine
goes over 15GB RAM and starts to swap heavily.
(Unfortunately, my two internal HDD's are spinning @5400RPM. I'd recommend
having =2 disks @7200RPM in RAID config for best
performance/cost/reliability ratio.
SSD's will be best for performance, but come at a crazy cost and seldom
lasts for long if pounded with lots of writes, like what Remedy does to the
DB)

Maximum RAM availability and disk performance is the key here to have
something that is not going to buckle under the slightest of duress.

Best Regards,
Theo

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, Phil
Sent: 08 April 2014 20:22
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

James:

This portable server would run using a demo license from BMC, and would
primarily serve as a reference instance.  My company is a BMC partner, so
BMC would give us a demo license to support their end customer.

BMC used to produce VM images for sales partners to use to demonstrate the
product to potential customers, but I haven't seen one of them in a few
years.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
On Behalf Of James Smith [bmcremedyarslis...@gmail.com]
Sent: Tuesday, April 08, 2014 11:38
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

Is there a way to create an VM Image for remedy and use it commercially for
trainings or leaning on multiple systems?

How can you install ITSM on laptop? Don't you need a license from BMC?


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Re: ITSM on a Laptop Question

[Murnane, Phil]

James:

This portable server would run using a demo license from BMC, and would 
primarily serve as a reference instance.  My company is a BMC partner, so BMC 
would give us a demo license to support their end customer.

BMC used to produce VM images for sales partners to use to demonstrate the 
product to potential customers, but I haven't seen one of them in a few years.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of James Smith [bmcremedyarslis...@gmail.com]
Sent: Tuesday, April 08, 2014 11:38
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

Is there a way to create an VM Image for remedy and use it commercially for 
trainings or leaning on multiple systems?

How can you install ITSM on laptop? Don't you need a license from BMC?

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ITSM on a Laptop Question

[Murnane, Phil]

Quick question for those familiar with the ITSM 8.x suite...

I'm looking to install an instance on my laptop with CMDB, AM, CM, IM, KM, PM, 
SLM, SRM, and Analytics, and am wondering whether I should build it on a single 
VM or split it into two.  I have 8GB of memory w/ an SSD RAID and good CPU, and 
have been debating whether avoiding the overhead of a second OS outweighs the 
bottleneck of having everything on one OS.

Thoughts?
--Phil

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Re: ITSM on a Laptop Question

[Murnane, Phil]

Thanks Tauf and Patrick -- since the consensus is that RAM will be the most 
limiting resource, I'll try for the single OS build as a first choice.

I do have a request in to my company for more RAM, but until it's available 
this'll have to do.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Zandi [remedy...@gmail.com]
Sent: Saturday, April 05, 2014 09:48
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on a Laptop Question

**
More ram

Sent from my iPhone

On Apr 4, 2014, at 1:35 PM, Murnane, Phil 
pmurn...@windwardits.commailto:pmurn...@windwardits.com wrote:

**
Quick question for those familiar with the ITSM 8.x suite...

I'm looking to install an instance on my laptop with CMDB, AM, CM, IM, KM, PM, 
SLM, SRM, and Analytics, and am wondering whether I should build it on a single 
VM or split it into two.  I have 8GB of memory w/ an SSD RAID and good CPU, and 
have been debating whether avoiding the overhead of a second OS outweighs the 
bottleneck of having everything on one OS.

Thoughts?
--Phil
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Re: List Tickets That Have Been Reopened

[Murnane, Phil]

Hi Frank,

I don't remember the form name off the top of my head, but if you're talking 
ITSM then I'm pretty sure there's a Push Fields filter on the HPD:Help Desk 
form that fires whenever the Status field value changes and pushes a new record 
into another form with some audit details.  You should be able to query this 
audit-like form for records where any give INC# has more than one Status field 
change to Resolved or Closed.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Frank Caruso [caruso.fr...@gmail.com]
Sent: Friday, January 10, 2014 09:51
To: arslist@ARSLIST.ORG
Subject: List Tickets That Have Been Reopened

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

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Re: ITSM on Mobile

[Murnane, Phil]

James:

Most hand-helds have RDP client apps available that can be used to remote 
control a PC that accesses ITSM.  These apps have varying degrees of 
friendliness and are generally not recommended, but you might want to check 
it out.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Roger Justice [rjust2...@aol.com]
Sent: Wednesday, January 08, 2014 14:55
To: arslist@ARSLIST.ORG
Subject: Re: ITSM on Mobile

** MyIT can do the create, there is also a Rules Based Engine included with 8.1 
to parse incoming emails to create a new Incident and add work info entries to 
an existinf Incident.


-Original Message-
From: James Smith bmcremedyarslis...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Jan 8, 2014 2:53 pm
Subject: Re: ITSM on Mobile


Yaa I know that but how about creating/updating requests ?

They are on 7.6.03 and planning to upgrade to 8.1 soon.

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Re: Looking to modify some items on the 7.6.4 home page and looking for info (and happy Halloween, if your into that)

[Murnane, Phil]

Howard:

A Halloween sentiment: getting old and rusty is better than the alternative. :)

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Richter, Howard (CEI - Atlanta) [howard.rich...@coxinc.com]
Sent: Thursday, October 31, 2013 10:09
To: arslist@ARSLIST.ORG
Subject: Re: Looking to modify some items on the 7.6.4 home page and looking 
for info (and happy Halloween, if your into that)

**
Jason,

Thanks, HPD:HCB:WinLoad_100_RefreshKPIwithCompany was the one I needed to find.

Just getting old and rusty.

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Thursday, October 31, 2013 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] Looking to modify some items on the 7.6.4 home page and 
looking for info (and happy Halloween, if your into that)

**
Howard,
All of those panels are just basic Remedy forms, most with flashboards or 
tables on them. Under quick links, select Home Page Descriptor Configuration 
and search for the panel. Copy the form name from the Form* field and then open 
Developer Studio.

Expand your server on the left, right-click Working Lists, and select New View 
By Form List
Give it a name, click add, and paste the form name in the name box.
Select the form, click ok, and click Ok to save the working list
A panel will open that lists the form, menu's, and workflow related to it.  
(Most of these panels don't have a lot of code.)

If you click the little blue starlike square in the upper right of the panel, 
you can view the objects by type. This is helpful for viewing all the active 
links by execute on action or sort order.

In this case, it sounds like you're looking for active link 
HPD:HCB:WinLoad_100_RefreshKPIwithCompany which calls active link guide 
HPD:HCB:RefreshBacklogKPI that runs the following active links to generate a 
dynamic flashboard qualification.
HPD:HCB:Company_100_RefreshKPI_SetMeter
HPD:HCB:Company_110_RefreshKPI_SetMeterGlobal
HPD:HCB:Company_120_RefreshKPI_Backlog

Thank you
Jason L Bess, MCSE/RSP/ITILv3
BMC Remedy ITSM Consultant
From: Richter, Howard (CEI - Atlanta) 
howard.rich...@coxinc.commailto:howard.rich...@coxinc.com
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Thursday, October 31, 2013 8:54 AM
Subject: Looking to modify some items on the 7.6.4 home page and looking for 
info (and happy Halloween, if your into that)

**
Happy Halloween All,

OK, I know this is a newbie question, but I was playing around with the 7.6.4 
home page (or landing page) and wanted to modify the “Backlog of Incidents – 
Real Time” to add in filtering in the groups that a user is member of.

What I know so far is that its using flashboards, the Flashboard and variable 
is HPD:INC:KPI_Backlog. I am just missing what is calling the filtering. In the 
OOB one by company.

Since I have not done some real coding for a few years, I was looking for a 
start place on this play project.

As always thanks,

hbr

[cid:image001.gif@01CED621.38288ED0]http://www.coxenterprises.com/
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745

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inline: image001.gif

Re: NTS number in 7.6.4

[Murnane, Phil]

Howard:

My guess about what's wrong with the URL is that it contains an asterisk (not a 
legal URL character, IIRC).  The easiest thing to do may be to use the Mid-Tier 
application that URL-encodes strings you provide -- documented in the MT guide, 
I think.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Richter, Howard (CEI - Atlanta) [howard.rich...@coxinc.com]
Sent: Monday, July 08, 2013 13:10
To: arslist@ARSLIST.ORG
Subject: Re: NTS number in 7.6.4

**
LJ,

What am I doing wrong?

For incident I have put in the host (AxiomWebProd7604:8080/arsys/servlet ) info 
as well as the incident number (INC00626314)
My Incident URL
http://AxiomWebProd7604:8080/arsys/servlet/HPD%3AHelp+Desk/Best+Practice+View/?qual='Incident%20ID*%2B'%20%3D%20%22INC00626314%22

(Error File not found. Either the file requested is not present or the URL 
supplied is bad)
Yours
http://server/HPD%3AHelp+Desk/Best+Practice+View/?qual='Incident%20ID*%2B'%20%3D%20%22INC00876126%22
Howard


From: Howard Richter [mailto:hbr4...@gmail.com]
Sent: Monday, July 08, 2013 11:54 AM
To: Richter, Howard (CEI - Atlanta)
Subject: Fwd: NTS number in 7.6.4



Sent from one of Howard's iPads

Begin forwarded message:
From: Longwing, Lj llongw...@usgs.govmailto:llongw...@usgs.gov
Date: July 8, 2013, 11:51:27 AM EDT
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: NTS number in 7.6.4
Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
**
Jon,
You only need to do the 'qual' route if you don't have easy access to the 
request ID of the record (which is different than the displayed 
incident/change/problem id), if using the EID method, no trailing encoded 
values are necessary.

On Mon, Jul 8, 2013 at 9:49 AM, Jon Slaven 
jon.sla...@amway.commailto:jon.sla...@amway.com wrote:
** Hi Howard,

I know there's a doc about direct ticket links out there somewhere, but we 
could never get them to work in 7.6.04.  Essentially we had to pass an advanced 
query in an encoded url.


Incident:
http://server/HPD%3AHelp+Desk/Best+Practice+View/?qual='Incident%20ID*%2B'%20%3D%20%22http://remedy76.intranet.local:8009/arsys/forms/remedy76app/HPD%3AHelp+Desk/Best+Practice+View/?qual='Incident%20ID*%2B'%20%3D%20%22INC00876126%22

Problem:
http://server/PBM%3AProblem+Investigation/Best+Practice+View/?qual='Problem%20ID*%2B'%20%3D%20%22http://remedy76.intranet.local:8009/arsys/forms/remedy76app/PBM%3AProblem+Investigation/Best+Practice+View/?qual='Problem%20ID*%2B'%20%3D%20%22PBI5807%22

Change:
http://server/CHG%3AInfrastructure+Change/Best+Practice+View/?qual='Change%20ID*%2B'%20%3D%20%22http://remedy76.intranet.local:8009/arsys/forms/remedy76app/CHG%3AInfrastructure+Change/Best+Practice+View/?qual='Change%20ID*%2B'%20%3D%20%22CRQ00068871%22


Please note that you have to keep everything intact (including the trailing 
%22) changing only the ticket # or it won't work.

Best,
Jon
_
Jon Slaven | Amway | 616-787-7132 | 
jon.sla...@amway.commailto:jon.sla...@amway.com



From:Richter, Howard (CEI - Atlanta) 
howard.rich...@coxinc.commailto:howard.rich...@coxinc.com
To:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG,
Date:07/08/2013 11:28 AM
Subject:NTS number in 7.6.4
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG




**
Good morning/afternoon/evening all,

I am working with a third party vendor, that thinks is can send out a URL to 
the users, that when clicked on will open up an incident or change (just using 
an incident or change number)

I know that the notifications now coming out of ITSM 7.6.4 reference a NTS 
number and the NTE Notifier form. So my question is where does the NTS number 
live? Is there a copy of that number on the Helpdesk or Change form?

Any ideas would be great (just be nice).

As always thank you, you all,

Howard

http://www.coxenterprises.com/
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.pnghttp://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx


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Re: Email Polling problem

[Murnane, Phil]

Ravibabu:

The email engine uses javamail at its core -- I seem to remember a bug where 
the javamail client was failing to detect that a session had been closed by the 
server.  I'd look for the newest email engine patch (if there is anything newer 
for 5.1.2) and if that doesn't work then try updating the javamail components 
with newer versions from Oracle.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Bhimineni Ravibabu [ravibabu.bhimin...@steria.co.in]
Sent: Friday, May 17, 2013 09:20
To: arslist@ARSLIST.ORG
Subject: Email Polling problem

** Hi Team,

We have problem with email polling on today on all remedy servers (Prod and 
dev). we found the error SEVERE EOF on socket for all email boxes configured 
on the Remedy applications.

We have checked with application server rebooting and email engine restart 
which did not resolve the problem.

We have requested Windows Infrastructure team to check for the email exchange 
server and port which we are using for polling. Team confirmed the there is no 
issues with exchange server and port. Outgoing emails are working fine with 
Remedy application. Only problem is with inbound emails polling not working in 
the remedy application.

we are using POP3 for incoming email polling.

We are using AR system server 5.1.2 with patch 1494 and same with email engine 
services.

Much appreciated for your help.


Thanks  Regards,
Bhimineni Ravibabu
Thanks  Regards
Ravibabu Bhimineni
Steria.
SIPCOTT IT PARK
Chennai,
CUG - 838 4356
Direct from UK: (9) (0121 673) 4356
Mobile: 0091 9042249329
http://www.Steria.comhttp://www.steria.com/
+9144 47441000 extn 4346


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Re: [URGENT]Use Alter Table Alter Column on Remedy ARS

[Murnane, Phil]

Hugo:

I'm working from memory on this solution, so I'd recommend allowing a few hours 
for other listers to comment on it -- just in case I'm forgetting something.  
I'd also recommend opening a support incident with BMC to verify the procedure 
before performing it.

If you have a development ARS server, you could export the form and related 
workflow from the production ARS server, and see if it will import into the 
development server.  If successful, then you could proceed with the following...


 1.  Stop the ARS services, back up your database, and start the ARS services
 2.  Export the data from the production form into an .arx file
 3.  Export the form and related workflow into a .def file
 4.  Delete the form
*   If a warning appears about join forms that depend on this form, then do 
not delete and cancel this procedure
*   If the delete fails (eg, ARS is unable to make SQL drop the table), 
then cancel this procedure, stop the ARS services, restore the database from 
backup, and start the services again
 5.  Import the form from the .def file into production
 6.  Import the data from the .arx file
 7.  Import the remaining workflow from the .def file


This procedure will re-create the form cleanly.

HTH,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Hugo Ruesga [lord_dyna...@outlook.com]
Sent: Tuesday, May 07, 2013 21:58
To: arslist@ARSLIST.ORG
Subject: [URGENT]Use Alter Table Alter Column on Remedy ARS

**
Guys,

Besides that this could be a really silly question. I'd like to check with all 
of the gurus here.

I need to increase the length of the RLS field on Remedy (ARS 7.0.01 patch 007) 
over a custom development, but when I do this on the Admin, It returns an SQL 
error, and field is not saved on the form.

I went further and find that this table on the properties for the ARSystem DB 
(SQL Server) the table is labeled as t instead of T, what makes me think that 
someone had already played with the form. Question here is: Will I broke more 
at DB if I modify this field by using alter table and alter column commands?

Thanks


Hugo Ruesga
Software Development Advisor
US  972.577.7000 x 332.3868
MX +52 (33) 3332.3868

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Re: Dev Studio Error getting list of Active Link objects

[Murnane, Phil]

Ken:

I've seen this in the past when the server daemon (or service in your case) 
can't write to the temp folder due to permissions, full disk, etc.

Just in case it helps,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Tanner, Doug [doug.tan...@compass-usa.com]
Sent: Wednesday, March 13, 2013 12:41
To: arslist@ARSLIST.ORG
Subject: Re: Dev Studio Error getting list of Active Link objects

**
Make sure Dev Studio is 7.6.4 (SP4)
Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Wednesday, March 13, 2013 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Dev Studio Error getting list of Active Link objects

**
I cannot pull up the list of Active Links in dev studio on our production 
server. Any ideas? Anyone else ever have this?

“Errors encountered while retrieving Active Links list from servername. ERROR 
(300): Malloc failed on server; (ARERR 5087)”

[cid:image001.png@01CE1FE8.25D40A10]


It is just Active Links all the other object types pull up fine, even the 
Active Link Guides list.


AR 7.5
ITSM 7.6
Windows 2003 Enterprise 64bit
SQL 2008

Thanks,
Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Greg Donalson
Sent: Wednesday, March 13, 2013 10:29 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Incident Managment Issue 7.6 SP4 - Urgent

**
Hi Ramy,

Make sure the user has a Default Support Group.

Greg

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ramy S. Ayoub
Sent: Wednesday, March 13, 2013 9:15 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Incident Managment Issue 7.6 SP4 - Urgent

**
Dears ,

when selecting template and try to submit ticket below error appear

Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned 
Support Organization (ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned Group 
ID (ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned Group 
(ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned 
Support Company (ARERR 326)



but when set assignment ( Auto Assignment ) ticket created !!! - Any Idea








_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_




This email and any files transmitted with it are confidential and intended 
solely for the addressee. If you have received this email in error please 
notify the system manager. Subject to local law, communications (including 
traffic data) with Hubbell may be monitored by our systems [or a third party's 
systems on our behalf] for the purposes of security and the assessment of 
internal compliance with Hubbell policies. This footnote also confirms that 
this email message has been swept for the presence of computer viruses.
www.hubbell.comhttp://www.hubbell.com/ - Hubbell Incorporated

_ARSlist: Where the Answers Are and have been for 20 years_



This email is subject to certain disclaimers, which may be reviewed via the 
following link. http://compass-usa.com/Pages/Disclaimer.aspx _ARSlist: Where 
the Answers Are and have been for 20 years_

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Re: Dev Studio Error getting list of Active Link objects

[Murnane, Phil]

Ken:

IIRC, the Windows service honors the system-wide Temp environment variable.  It 
might look at the TMP env var, but most servers have the two variables set to 
the same value.  If the service runs under some account other than Local 
System, check the user environment variables for that account to make sure 
there's no override on the system vars.

Also, if you haven't looked at the memory utilization, you might want to check 
that out.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Cecil, Ken [kce...@hubbell.com]
Sent: Wednesday, March 13, 2013 13:00
To: arslist@ARSLIST.ORG
Subject: Re: Dev Studio Error getting list of Active Link objects

**
Sound reasonable. Looks like both C and D drive on the apps and DB server have 
over 50% free.

Do you know how to tell the path of the temp space the service is using?


Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, Phil
Sent: Wednesday, March 13, 2013 12:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Dev Studio Error getting list of Active Link objects

**
Ken:

I've seen this in the past when the server daemon (or service in your case) 
can't write to the temp folder due to permissions, full disk, etc.

Just in case it helps,
--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Tanner, Doug [doug.tan...@compass-usa.com]
Sent: Wednesday, March 13, 2013 12:41
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Dev Studio Error getting list of Active Link objects
**
Make sure Dev Studio is 7.6.4 (SP4)
Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Wednesday, March 13, 2013 12:40 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Dev Studio Error getting list of Active Link objects

**
I cannot pull up the list of Active Links in dev studio on our production 
server. Any ideas? Anyone else ever have this?

“Errors encountered while retrieving Active Links list from servername. ERROR 
(300): Malloc failed on server; (ARERR 5087)”

[cid:image001.png@01CE1FEA.BCF16CB0]


It is just Active Links all the other object types pull up fine, even the 
Active Link Guides list.


AR 7.5
ITSM 7.6
Windows 2003 Enterprise 64bit
SQL 2008

Thanks,
Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Greg Donalson
Sent: Wednesday, March 13, 2013 10:29 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Incident Managment Issue 7.6 SP4 - Urgent

**
Hi Ramy,

Make sure the user has a Default Support Group.

Greg

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ramy S. Ayoub
Sent: Wednesday, March 13, 2013 9:15 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Incident Managment Issue 7.6 SP4 - Urgent

**
Dears ,

when selecting template and try to submit ticket below error appear

Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned 
Support Organization (ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned Group 
ID (ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned Group 
(ARERR 326)






Required field cannot be blank. : HPD:Help Desk Assignment Log : Assigned 
Support Company (ARERR 326)



but when set assignment ( Auto Assignment ) ticket created !!! - Any Idea








_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_




This email and any files transmitted with it are confidential and intended 
solely for the addressee. If you have received this email in error please 
notify the system manager. Subject to local law, communications (including 
traffic data) with Hubbell may be monitored by our systems [or a third party's 
systems on our behalf] for the purposes of security and the assessment of 
internal compliance with Hubbell policies. This footnote also confirms that 
this email message has been swept for the presence of computer viruses.
www.hubbell.comhttp://www.hubbell.com/ - Hubbell Incorporated

_ARSlist: Where the Answers Are and have been for 20 years_



This email is subject to certain disclaimers, which may be reviewed via the 
following link. http://compass-usa.com/Pages/Disclaimer.aspx _ARSlist: Where 
the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_

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inline: image001.png

Re: Slow system restart/arsystem errors after restarting the mid-tiers on 7.6.4

[Murnane, Phil]

Hi Howard!

I'd ask the BMC support person handling your case to get in touch with OnDemand 
Operations support and find out what the latest hotfix patches are for ARS and 
MT.  I just wrapped up a gig with OnDemand, and they seem to get the hotfixes 
very quickly, so if you knew precisely what to ask for then you might get a 
code fix for your issue.  I recall several memory related hotfixes over the 
past few months for ARS and for MT.

FWIW,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, February 01, 2013 13:32
To: arslist@ARSLIST.ORG
Subject: Re: Slow system restart/arsystem errors after restarting the mid-tiers 
on 7.6.4

Done all of that. But with the latest outage we have it narrowed down to the 
restarting of the mid-tiers that is causing the issues. Sent to BMC on one of 
the restarts a multi gig log file.

The strange item is that we refreshed our QA and staging system,  with 
production data and the issue does not show up there.

Howard 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, February 01, 2013 12:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slow system restart/arsystem errors after restarting the mid-tiers 
on 7.6.4

Howard,
I highly recommend turning on API/SQL logging to the same file, and then 
startup the Mid-Tier.  At the end of the 'unavailable' period you should have a 
VERY good log file that will be able to be analyzed by arwklga to give you the 
reasons for your errors.  It will tell you what API calls were taking the 
longest as well as the SQL in question, from that you should be able to analyze 
what in your system is slow and in turn tune it.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, February 01, 2013 10:40 AM
To: arslist@ARSLIST.ORG
Subject: Slow system restart/arsystem errors after restarting the mid-tiers on 
7.6.4

** 

Happy Friday all,

 

We have been seeing a very strange error since our go-live with 7.6.4 (and 
working with no luck with BMC support), when we restart our mid-tiers. We are 
on windows server 2008 and using MSSQL 2008.

 

What we have seen is we will shut down our two customer facing arservers (as 
well as our integration arserver), as well as our three mid-tiers. Then we 
bring up our three arservers (integration first, then the two customer facing 
ones), with no issues. After testing them with auto creation of an incident via 
email (an integration we created) and some poking around using the old user 
tool, we bring up one of our mid-tiers (i.e. start up the tomcat engine). At 
that point, the arserver that the mid-tier starts to talk to, starts to show 
database time out errors and you can no longer log in via the user tool.

 

It takes about 30 minutes for the system (the arserver/mid-tier) to stabilize 
and then we are able to bring up the other two mid-tiers.

 

We have not seen this issue in our QA system (which is all on VM) and our 
staging system. They both have somewhat the same architecture and we have 
verified the mid-tier configuration/patch releases. 

 

Since we are still working with BMC support (for over 3 months on this), I just 
wanted to see if anyone had seen this type of issue on other 7.6.4 systems.

 

Take care,

 

Howard

_ARSlist: Where the Answers Are and have been for 20 years_


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Re: RRR|DefDiff new free tool published

[Murnane, Phil]

Misi:

You rock _so_ hard. :D

Thanks!
--Phil 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, December 03, 2012 13:35
To: arslist@ARSLIST.ORG
Subject: RRR|DefDiff new free tool published

Hi,

I have just added a new tool to the RRR|Commands section that can compare 
complete systems and create delta def-files and diff-lists for you.

Sample command: rrrDefDiff.exe source.def target.def

The above command will produce a diff-list and and these set of def-files:
- source-import-diffobj.def
- source-import-newobj.def
- target-backup-delete.def
- target-backup-diffobj.def

Together with the RRR|ExportDef command, you have a fast way of comparing two 
complete ITSM systems. They can be on different AR versions. Even different 
databases and encodings will give you relevant output.

RRR|DefDiff: https://www.rrr.se/cgi/tools/main#rrrDefDiff
RRR|ExportDef: https://www.rrr.se/cgi/tools/main#rrrExportDef

Enjoy!

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (3 x Best R.O.I. Award at WWRUG10/11/12):
* 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.

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Re: Remedy AIE Question

[Murnane, Phil]

Well, I tried including a space character after the  sign, but no help.  I'm 
going to try using a temporary file instead of a pipe inside the .bat file and 
see if that helps.  I may also check the Windows service to see if there's a 
way to allow the service to write to the console - perhaps I'll be able to get 
a glimpse of the command being run and get a hint that way.

Will keep everyone updated.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, Phil
Sent: Monday, October 08, 2012 16:12
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AIE Question

**
Thanks, Shafqat - I'll try with adding the space after the  sign.

I do need to use  though; to keep a running log of files that were processed 
(filename.ext is replaced frequently, and the log file keeps track of the 
date/time  size of each file).  If necessary I'll 'touch filename.log' to 
create the file for appending.

You're right that the exit command shouldn't be needed, but some of my testing 
resulted in AIE creating the file, but never exiting cmd.exe.  The result was 
that the first run of the AIE exchange would work, but second and subsequent 
runs failed because the file was still locked open by the orphaned cmd.exe.  
Also a new orphan cmd.exe was created each time the exchange ran, which is very 
bad.

It should work without forcing c:\windows\system32 into the path, and when I 
get this running I'll try removing the line from the .bat file.  Until that 
time I'll leave it in and hope it doesn't hurt anything.

Thanks Again,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz
Sent: Monday, October 08, 2012 12:34
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Remedy AIE Question

**
Hi
try

  dir c:\temp | find filename.ext  c:\temp\filename.log
 is append, sometimes if the file does not exist The append fails, I have no 
 idea why. also for some weird reason the space matters. The command will run 
 fine from a DOS prompt but will fail if run from within Remedy. Also since 
 you are uisng the /c option, you don't need the exit at The end.
windows\system32 is always in the global path so you do not need to set that, 
also since you are running the bat file from within Remedy, it does not set the 
path anyway.


Shafqat Ayaz


From: Longwing, LJ CTR MDA/IC 
lj.longwing@mda.milmailto:lj.longwing@mda.mil
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Monday, October 8, 2012 2:28 PM
Subject: Re: Remedy AIE Question

Phil,
I assume you have executed the batch file with the same command line without 
issue?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, 
Phil
Sent: Monday, October 08, 2012 7:24 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Remedy AIE Question

**

Good Day, All:



I'm having trouble with an AIE job and am hoping someone else may have run into 
this issue.  I'm trying to use the process| feature to set a field with the 
return value of an external process.  Really I'm not interested in the return 
value, I just want the process to run.  The process is 
c:\windows\system32\cmd.exe /c c:\temp\filename.bat and the contents of the 
.bat file are:



set Path=C:\Windows\System32;%Path%

dir c:\temp | find filename.ext c:\temp\filename.log

exit



That's it - pretty darn simple.  So the data field mapping in AIE is 
process|c:\windows\system32\cmd.exe /c c:\temp\filename.bat .  The AIE 
exchange runs successfully, but nothing is logged to the file.  There's no 
indication of any failure in the AIE debug logs.



Any thoughts on what I could try?



Thanks,

--Phil





Phil Murnane, Principal Consultant

Windward IT Solutions, Service Management Practice

Email:  pmurn...@windwardits.commailto:pmurn...@windwardits.com

Mobile: +1-703-896-6435

Web:www.WindwardITS.comhttp://www.WindwardITS.com 
http://www.windwardits.com/



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Remedy AIE Question

[Murnane, Phil]

Good Day, All:

I'm having trouble with an AIE job and am hoping someone else may have run into 
this issue.  I'm trying to use the process| feature to set a field with the 
return value of an external process.  Really I'm not interested in the return 
value, I just want the process to run.  The process is 
c:\windows\system32\cmd.exe /c c:\temp\filename.bat and the contents of the 
.bat file are:

set Path=C:\Windows\System32;%Path%
dir c:\temp | find filename.ext c:\temp\filename.log
exit

That's it - pretty darn simple.  So the data field mapping in AIE is 
process|c:\windows\system32\cmd.exe /c c:\temp\filename.bat .  The AIE 
exchange runs successfully, but nothing is logged to the file.  There's no 
indication of any failure in the AIE debug logs.

Any thoughts on what I could try?

Thanks,
--Phil


Phil Murnane, Principal Consultant
Windward IT Solutions, Service Management Practice
Email:  pmurn...@windwardits.commailto:pmurn...@windwardits.com
Mobile: +1-703-896-6435
Web:www.WindwardITS.comhttp://www.windwardits.com/


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Re: Remedy AIE Question

[Murnane, Phil]

Thanks LJ  Karthik:

The batch file runs fine on its own directly from the command prompt.

I've run various tests and some can produce .log files, so I know AIE has 
permissions to execute cmd.exe.  I can summarize the tests if it'd be helpful, 
but I didn't want to bias opinions right off the bat. :)

Thanks,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Monday, October 08, 2012 09:59
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AIE Question

**
What is the user account AIE is running on? Does it have necessary privillages 
to Run the btch file?

- Karthik
On 8 October 2012 18:53, Murnane, Phil 
pmurn...@windwardits.commailto:pmurn...@windwardits.com wrote:
**
Good Day, All:

I'm having trouble with an AIE job and am hoping someone else may have run into 
this issue.  I'm trying to use the process| feature to set a field with the 
return value of an external process.  Really I'm not interested in the return 
value, I just want the process to run.  The process is 
c:\windows\system32\cmd.exe /c c:\temp\filename.bat and the contents of the 
.bat file are:

set Path=C:\Windows\System32;%Path%
dir c:\temp | find filename.ext c:\temp\filename.log
exit

That's it - pretty darn simple.  So the data field mapping in AIE is 
process|c:\windows\system32\cmd.exe /c c:\temp\filename.bat .  The AIE 
exchange runs successfully, but nothing is logged to the file.  There's no 
indication of any failure in the AIE debug logs.

Any thoughts on what I could try?

Thanks,
--Phil


Phil Murnane, Principal Consultant
Windward IT Solutions, Service Management Practice
Email:  pmurn...@windwardits.commailto:pmurn...@windwardits.com
Mobile: +1-703-896-6435
Web:www.WindwardITS.comhttp://www.windwardits.com/

_attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers 
Are_

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Re: Remedy AIE Question

[Murnane, Phil]

Thanks, Shafqat - I'll try with adding the space after the  sign.

I do need to use  though; to keep a running log of files that were processed 
(filename.ext is replaced frequently, and the log file keeps track of the 
date/time  size of each file).  If necessary I'll 'touch filename.log' to 
create the file for appending.

You're right that the exit command shouldn't be needed, but some of my testing 
resulted in AIE creating the file, but never exiting cmd.exe.  The result was 
that the first run of the AIE exchange would work, but second and subsequent 
runs failed because the file was still locked open by the orphaned cmd.exe.  
Also a new orphan cmd.exe was created each time the exchange ran, which is very 
bad.

It should work without forcing c:\windows\system32 into the path, and when I 
get this running I'll try removing the line from the .bat file.  Until that 
time I'll leave it in and hope it doesn't hurt anything.

Thanks Again,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shafqat Ayaz
Sent: Monday, October 08, 2012 12:34
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AIE Question

**
Hi
try

  dir c:\temp | find filename.ext  c:\temp\filename.log
 is append, sometimes if the file does not exist The append fails, I have no 
 idea why. also for some weird reason the space matters. The command will run 
 fine from a DOS prompt but will fail if run from within Remedy. Also since 
 you are uisng the /c option, you don't need the exit at The end.
windows\system32 is always in the global path so you do not need to set that, 
also since you are running the bat file from within Remedy, it does not set the 
path anyway.


Shafqat Ayaz


From: Longwing, LJ CTR MDA/IC 
lj.longwing@mda.milmailto:lj.longwing@mda.mil
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Monday, October 8, 2012 2:28 PM
Subject: Re: Remedy AIE Question

Phil,
I assume you have executed the batch file with the same command line without 
issue?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Murnane, 
Phil
Sent: Monday, October 08, 2012 7:24 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Remedy AIE Question

**

Good Day, All:



I'm having trouble with an AIE job and am hoping someone else may have run into 
this issue.  I'm trying to use the process| feature to set a field with the 
return value of an external process.  Really I'm not interested in the return 
value, I just want the process to run.  The process is 
c:\windows\system32\cmd.exe /c c:\temp\filename.bat and the contents of the 
.bat file are:



set Path=C:\Windows\System32;%Path%

dir c:\temp | find filename.ext c:\temp\filename.log

exit



That's it - pretty darn simple.  So the data field mapping in AIE is 
process|c:\windows\system32\cmd.exe /c c:\temp\filename.bat .  The AIE 
exchange runs successfully, but nothing is logged to the file.  There's no 
indication of any failure in the AIE debug logs.



Any thoughts on what I could try?



Thanks,

--Phil





Phil Murnane, Principal Consultant

Windward IT Solutions, Service Management Practice

Email:  pmurn...@windwardits.commailto:pmurn...@windwardits.com

Mobile: +1-703-896-6435

Web:www.WindwardITS.comhttp://www.WindwardITS.com 
http://www.windwardits.com/



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Re: VM Processors, one or two?

[Murnane, Phil]

Drew:

Having done lots of DoD work over the years, I'd recommend that you battle for 
the extra CPUs right up front.  The first time any decision-makers see the 
system they'll not be pleased if it takes 30 seconds to open an Asset record or 
25 minutes to reconcile a discovery data set.  A first impression like that is 
very difficult to overcome at a later point in time.

For a development or proof-of-concept environment, I usually ask for 8GB memory 
and 4 vCPUs to install ARSystem+CMDB+ITSM+Midtier.  After it's installed we'll 
dial the resources down based on the customer's virtual infrastructure (usually 
4-6GB and 2 vCPU).  BTW, if the RDBMS is on the same OS instance as Remedy, 
then add a couple GB memory to the above.  Also, keep an eye on the disk 
subsystem for bottlenecks; a SLED (well, not so much E these days) 
configuration can really bog down the whole system.

FWIW,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Thursday, July 12, 2012 21:25
To: arslist@ARSLIST.ORG
Subject: Re: VM Processors, one or two?

** It all depends on how much time you want to spend waiting on the CMDB.  You 
can try 1, but if you start to hit timeouts (which, btw, probably means some 
type of unrecoverable or a PITA to recover failure), I would suggest you bump 
it up to 2.  The installation process alone will probably time out; if it does, 
start over completely, and bump it up to 2.  With Remedy and all the various 
subsystems, the server benefits greatly from multiple CPUs, but the CPU's will 
spend a lot of time idle.  Remedy, with the way it is structured (esp. the ITSM 
subsystems), benefits from having lots of resources available, when it needs 
them; otherwise it will appear to be idle.

I can't believe that the server timeout (5 minutes, I think -- 300 seconds) is 
still not a configurable parameter.

Axton Grams
On Thu, Jul 12, 2012 at 5:05 PM, Drew Shuller 
drew.shul...@gmail.commailto:drew.shul...@gmail.com wrote:
** Good afternoon everyone. We're in the process of building a virtual server 
for a very small ITSM/CMDB/ADDM installation. BMC's hardware docs state that 
the server should have two processors. We're thinking that we can get by with 
only one. Any thoughts?

Thank you in advance.

Drew Shuller
Remedy Admin/Developer
Soto Cano Air Base
Honduras
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Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

[Murnane, Phil]

Howard:

While doing something completely different, I ran across this web page: 
http://www.sap.com/solutions/sme/business-intelligence-crystal-solutions/sap-crystal-server/requirements.epx
 -- read the part about SAP Crystal Viewer; it may be exactly what you're 
looking for.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Theo Fondse
Sent: Monday, July 09, 2012 03:31
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Hi Howard!

We've been using CRExport for years and have even developed a Remedy App around 
it that schedules reports to be run and uses an escalation to kick off the 
reports and optionally mail them out in .pdf attachments to users using the AR 
Email engine.

See http://www.rainforestnet.com/crystal-reports-exporter/


Best Regards,
Theo

Sent from my Black/Silver Personal Computer 

Try not to become a person of success, but a person of value. - Albert 
Einstein

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: 07 July 2012 13:18
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Hi,
you can look into this site:

http://www.kenhamady.com/bookmarks.html

The site list a comparison of tools, some free, for running, viewing, 
automating, etc for Crystal reports.

Hope this helps.

Cheers
Carl

http://www.missingpiecessoftware.com/



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: 06 July 2012 19:59
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Carl,

Thanks. We are trying not to push out the user tool at this point. I can see 
some trying to open incident with it, then say the system is broken.

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, July 06, 2012 2:55 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Hi,
you can still use the User Tool in 7.6.04 to run the Reports, I do this all the 
time.
It is still provided, but is now end of life.

Cheers
Carl

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Remedy
Sent: 06 July 2012 19:46
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Looking for a cheap way to run OOB crystal reports in 7.6.4

**
Happy Friday to all,

I have a request to find a cheap way to run the BMC provided OOB crystal 
reports that came with 7.6.4.

Since we use Hyperion for reporting, we do not need to create any new crystal 
reports and are not looking to print them. Just run them and save off the file.

So I am looking for a cheap way of getting around the requirement to buy and 
then build a crystal server.

Too bad that we can't use the user tool in ITSM 7.6.4.

Any ideas?

Also a Friday thought,

Only Robinson Crusoe had everything done by Friday. ~Author Unknown

Take care,

Howard
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Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

[Murnane, Phil]

Howard:

First off, really glad you're feeling well enough to Remedy again. :)

Check this out -- it seems promising: 
http://wiki.sdn.sap.com/wiki/display/BOBJ/Deploying+Crystal+Reports+for+Visual+Studio+2010+Runtime
 .

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, July 06, 2012 15:03
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

It's a grain of salt (and I need to avoid that), but it might just fly.

The odd thing, is when I use one of the reports in the user tool on my 7.6.1 
system it works. But when I use the same report (also on the user tool) in the 
7.6.4 system, it does not display any data and I can find the data by doing a 
simple search.

Thanks this idea is something worth looking into.

Howard

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, July 06, 2012 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a cheap way to run OOB crystal reports in 7.6.4

Howard,
I know not of what sort of difficulty I speak when I say thisso please take 
it with a grain of salt as either complete lunacy or a doable solution, 
depending on your personal and team capabilities.

Now...when we look at the fact that the user tool can utilize these reports yet 
the web can'tlet's analyze the 'why' of that.  The native client has access 
to the Crystal Reports runtime engine, where the Mid-Tier does not.
This tells that in order to run/print the reports, you do NOT need to purchase 
the crystal reports server...you simply need to be able to interact with the CR 
runtime.  Sothis is my proposal, and it is off the top of my head with 
completely 0 research as to its feasibility.  Write yourself either a C or a 
Java application that can do two things.

1 - Log into the Remedy server to get at the report
2 - Interact with the CR runtime (this is the part that I have NO clue
about)

Once written, this application should be able to be called with a button press, 
or an escalation, or whatever manner you chose, and it should be able to log 
on, get the report in question, process the data in Remedy through the report, 
and provide the output in any manner that you deem desirable.

I know, I knoweasier said than done...but certainly in the feasible 
realmin fact, a quick google on 'crystal reports runtime java' came up with 
an article as the first entry

http://j-integra.intrinsyc.com/support/com/doc/other_examples/Crystal_Report
s.htm

that describes a VERY simple java program that executes a report.  It uses a 
DSN to connect...which could obviously be setup with the Remedy ODBC as the 
data sourceif I'm not mistaken the 'query' is also readily accessible as 
well

I see this as a VERY doable solution to being able to run the reports from 
server command line, and even mail the darn things out :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
Sent: Friday, July 06, 2012 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Looking for a cheap way to run OOB crystal reports in 7.6.4

** 

Happy Friday to all,

 

I have a request to find a cheap way to run the BMC provided OOB crystal 
reports that came with 7.6.4.

 

Since we use Hyperion for reporting, we do not need to create any new crystal 
reports and are not looking to print them. Just run them and save off the file.

 

So I am looking for a cheap way of getting around the requirement to buy and 
then build a crystal server.

 

Too bad that we can't use the user tool in ITSM 7.6.4.

 

Any ideas?

 

Also a Friday thought, 

 

Only Robinson Crusoe had everything done by Friday. ~Author Unknown

 

Take care,

 

Howard 

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Re: Data Management Client on Windows 7

[Murnane, Phil]

Jamie:

I've never tried Excel 2007 or later -- I keep a Windows XP virtual machine 
with Office 2003 specifically to run the DMT.

Not much help for you, but there it is.

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: Thursday, June 28, 2012 13:04
To: arslist@ARSLIST.ORG
Subject: Data Management Client on Windows 7

Has anyone installe the Data Management Client on a Windows 7 workstation with 
excel 2010?  By default the application installed in the 32 bit Program Files 
(x86) folder, and even though when I'm trying to use the DMT tool for 
foundation upload and I select the correct path to for the DMT install, the 
worksheets are not opened and converted correctly.  For some reason the 
worksheet is opened with a hard value of the DMT install path of /Program 
Files/ instead of /Program Files (x86).

Has anyone had any luck getting the Data Management Client to work with Windows 
7?  I tried opening a ticket with BMC and after two weeks of going back and 
forth they said it was part of the design and excel that to be 2003.

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Re: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

[Murnane, Phil]

John:

Have you tried turning on some logging (API, SQL, etc) to see what work 
arserverd is doing?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shiju John
Sent: Monday, April 30, 2012 07:00
To: arslist@ARSLIST.ORG
Subject: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

**
Hi Guys,
Have any one noticed a major Memory/CPU consumption of the arserverd process 
in Linux environment.

Please find the environment details below:

ARS version : ARS 7.6.04 SP2.
ITSM Version: ITSM SP2.
Linux Version : RHEL 5 Linux kernel 2.6.18
Database : Oracle 11g R2(64 bit)

We are observing a heavy usage (CPU - more than 100 % and Memory - more than 
50%), resulting in Timeouts, and even service crash.
Please pass on your suggestions on this.

Thanks and Regards,
Shiju John.

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Re: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

[Murnane, Phil]

John:

It's normal to have arserverd consume substantially more resources after an 
administrative operation.  All the processing threads are updating their 
caches.  Having Development Cache turned on will help spread out the surge in 
resource demand because it allows each thread's cache to be loosely consistent 
instead of tightly consistent with the master copy.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shiju John
Sent: Monday, April 30, 2012 07:32
To: arslist@ARSLIST.ORG
Subject: Re: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

**
Hi Phil,
Thanks for your quick response.

Actually the issue is not bound to any particular activity. It happens whenever 
we are performing an admin activity. Since we have the 'Development Cache' mode 
on,its impacting the user actions also.

PS: Most of the time out issues are not logged in the arerror.log aswell.

Regards,
Shiju
On Mon, Apr 30, 2012 at 2:19 PM, Murnane, Phil 
pmurn...@windwardits.commailto:pmurn...@windwardits.com wrote:
**
John:

Have you tried turning on some logging (API, SQL, etc) to see what work 
arserverd is doing?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Shiju John
Sent: Monday, April 30, 2012 07:00
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Heavy Memory/CPU consumption of ARS 7.6.04 SP2 in Linux.

**
Hi Guys,
Have any one noticed a major Memory/CPU consumption of the arserverd process 
in Linux environment.

Please find the environment details below:

ARS version : ARS 7.6.04 SP2.
ITSM Version: ITSM SP2.
Linux Version : RHEL 5 Linux kernel 2.6.18
Database : Oracle 11g R2(64 bit)

We are observing a heavy usage (CPU - more than 100 % and Memory - more than 
50%), resulting in Timeouts, and even service crash.
Please pass on your suggestions on this.

Thanks and Regards,
Shiju John.

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Are_
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--

Thanks and Regards,
Shiju John
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Re: How-to?: Return Incident ID via HPD:IncidentInterface_Create

[Murnane, Phil]

Todd:

Try something like:

Set Fields
Data Source: Server
Server Name: [your server name]
Form Name: HPD:IncidentInterface_Create
Qualification: '1' = $LASTID$
If No Requests Match: Set fields to $NULL$
If Multiple Requests Match: Use First Matching
Fields Map:
  [my field] = $Incident Number$

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Todd Pasterski
Sent: Tuesday, April 24, 2012 12:46
To: arslist@ARSLIST.ORG
Subject: Re: How-to?: Return Incident ID via HPD:IncidentInterface_Create

Sorry not using Web Service and if I use nextid it relates to one of the temp 
entries related to the incident creation but not from the incident itself.

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Re: Form export and import - renaming

[Murnane, Phil]

John:

How about scripting the creation of the similar form?  You could use Java, 
Perl, Python, or maybe even just a shell script using the driver program.  Have 
the script do the File--Save As.

Not quite a fully functional solution, but maybe the seed of one.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Friday, April 13, 2012 11:12
To: arslist@ARSLIST.ORG
Subject: Re: Form export and import - renaming

**
* I THINK DIFFERENTLY --- SOMETIMES THAT IS GOOD -- SOMETIMES NOT **

Yes - I could just go in and save as...

However -- this is a small part of a larger project

Autogenerate Remedy forms form Lotus Notes forms - :)

1) Auto create table
2) Auto migrate data
3) Auto delete Notes table
4) Party!!!


My ***guess*** is that the index references are unused (not sure about that) 
-- but -- if I were to take this def to a new system -- which already had a 
T189/I189 -- I would imagine this definition would not overwrite those 
indexes... -- so it is probably safe

I was wondering if anybody KNEW -- that this was a bad idea.

Here is the fundamental problem -- when I export a def of a form -- I get 12500 
lines...
(IMHO - unusable)

Yeah -- probably has 20 fields on it -- but the xml is so crazy it takes 12500 
lines to describe...

So -- WHAT IF I ...

created something like this:


my_sample_file.txt

table MySample Table

field RequestID, 1
field Submitter, 2
...


field My unique field, 0 # 0 is autoassigen
field MY unique field2, 0


index [My unique field,My unique field2], unique

etc


Then -- when your run it -- it outputs a HORIFICALLYLARGE XML file -- that 
would import nicely.

 AND EVEN NICER 
you can get the reverse... a table - to a nice definition -- so you can EASILY 
FIND -- ???

(I know - many pieces behind the scenes)


OK - an example:


table MySample Table2

inherits_from MySample Table
field My unique field3, 0

index [My unique field,My unique field3], unique


-John



On Fri, Apr 13, 2012 at 9:30 AM, Coleman, Gavin 
gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com wrote:
**
Can you not just select the form and then go to File--Save As? Assuming you're 
in Developer Studio. Similar functionality exists in the old Admin tool.

Thanks,

Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services  Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662tel:%2B44%20%280%29%201707%20631662
E: gavin.cole...@computacenter.commailto:gavin.cole...@computacenter.com
W: www.computacenter.comhttp://www.computacenter.com

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of John 
Sundberg
Sent: 13 April 2012 15:25
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Form export and import - renaming

**

I was thinking of making a similar form to an existing form.

I thought I would export it -- modify the name of the form in the export and 
then reimport.


So -- I went poking through the xml definition of the file...

The only gotcha I see is that the xml file describes the indexes by index 
name -- stuff like i189  (as in -- table 189 therefore index 189)


So -- would this be a bad idea -- rename the form in the xml and then reimport?

(My end goal is to have 2 similar forms)

-John


--

John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930tel:651-556-0930 I 
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com
www.kineticdata.comhttp://www.kineticdata.com/ I 
community.kineticdata.comhttp://community.kineticdata.com/



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**
COMPUTACENTER PLC is registered in England and Wales with the registered number 
03110569. Its registered office is at Hatfield Business Park, Hatfield Avenue, 
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with the 
registered number 3434654. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (FMS) Limited is registered in England and Wales with the 
registered number 3798091. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be 
privileged.
Unless you are the named addressee (or authorised to receive mail for the 
addressee) you may not 

Re: Column Sort on Vendor Form

[Murnane, Phil]

Frank:

I vaguely recall something like this happening to me years ago.  The workaround 
was to get the DBA to change the database view to contain a space character 
when the data would have been null.  If it's a numeric column, we asked the DBA 
to put zero instead of null.

Maybe this would work for you?
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Friday, April 06, 2012 08:59
To: arslist@ARSLIST.ORG
Subject: Column Sort on Vendor Form

ARS 7.6.04 sp2
Oracle / Redhat

Created a vendor form using the ARDBC LDAP connection with about 30 fields. The 
form opens correctly (User Tool and Midtier) and I can run queries against it. 
I can also click on a results list column heading and sort the results. 
However, when I try and sort on a column where one of the result records has no 
value (NULL, empty string) value for the field being sorted the plugin crashes 
and I get this error:

Cannot establish a network connection to the AR System Plug-In server : 
abcd-123 ARSYS.ARDBC.LDAP : RPC: Miscellaneous tli error - System error 
(Connection refused) (ARERR 8760)

Anyone else seen this issue?

Thank you

Frank Caruso

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Re: Column Sort on Vendor Form

[Murnane, Phil]

Joe:

I never ran into that, but my first thought would be to enhance the source code 
of the ARDBC plugin to produce the desired behavior and recompile.  I suppose 
you could just write your own plugin, also.

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, April 06, 2012 09:27
To: arslist@ARSLIST.ORG
Subject: Re: Column Sort on Vendor Form

I recall this to be happening a long time ago too. I think it just never got 
fixed.

Never tried that workaround though.. How would it work with ARDBC plugin 
related vendor form where the data is not actually stored in the form?

Joe

-Original Message-
From: Murnane, Phil
Sent: Friday, April 06, 2012 9:04 AM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Column Sort on Vendor Form

Frank:

I vaguely recall something like this happening to me years ago.  The workaround 
was to get the DBA to change the database view to contain a space character 
when the data would have been null.  If it's a numeric column, we asked the DBA 
to put zero instead of null.

Maybe this would work for you?
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Friday, April 06, 2012 08:59
To: arslist@ARSLIST.ORG
Subject: Column Sort on Vendor Form

ARS 7.6.04 sp2
Oracle / Redhat

Created a vendor form using the ARDBC LDAP connection with about 30 fields. 
The form opens correctly (User Tool and Midtier) and I can run queries against 
it. I can also click on a results list column heading and sort the results. 
However, when I try and sort on a column where one of the result records has no 
value (NULL, empty string) value for the field being sorted the plugin crashes 
and I get this error:

Cannot establish a network connection to the AR System Plug-In server : 
abcd-123 ARSYS.ARDBC.LDAP : RPC: Miscellaneous tli error - System error 
(Connection refused) (ARERR 8760)

Anyone else seen this issue?

Thank you

Frank Caruso 

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Re: Extremely strange bug related to table field refresh..

[Murnane, Phil]

Joe:

IIRC, Doug Mueller mentioned that IE9 had a quirk or two and that some help 
could be had by editing a .properties(?) or a .css(?) file.  Maybe search a bit 
through the archives?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, March 19, 2012 14:10
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

** I  just tested on firefox 11 and IE 8, could not reproduce the defect even 
after resizing the columns. It just worked as supposed to. Upon refresh it just 
cleared that row. Without refresh if I double click on the ticket once resolved 
 it just opened incident screen without null pointer.

On Monday, March 19, 2012 11:37:09 AM UTC-5, Joe Martin D'Souza wrote:
**

I am on ARS 7.6.03. And I just found what got to be one of the most bizarre 
bugs I have uncovered in the past few days.. There may not be a short way to 
describe this problem so here goes..

I have tested this bug on the Overview Console, of the ITSM applications 
(7.6.03 again), so that table field would be the ideal candidate if you want to 
reproduce it. I have only tested this on the Mid-Tier client.

Lets say for example sake, there are 4 entries displayed on the table field on 
the Overview Console..

INC0001
INC0002
INC0003
INC0004

Lets say I double click on INC0003 to open it and mark that incident as 
Resolved.

And when I get back to that overview console, I either right click on that 
table field and select Refresh OR I press the Refresh button on top of the 
overview console table to refresh the table field..

Expected Results:
The table field refreshes and now you are left with
INC0001
INC0002
INC0004

Great.. works as expected.

The Bug:
UNLESS, prior to double clicking on INC0003, the columns on the table 
field are resized.. I had resized almost all the columns from the mid-tier 
client, and then double clicked on INC0003 to open it. I then marked 
that incident as Resolved and closed that window after saving it. And then 
refreshed the table field on the Overview Console. All the previous 4 entries 
are still displayed as below..

INC0001
INC0002
INC0003
INC0004

HOWEVER, now when I double click on INC0003, the details of 
INC0004 is displayed on the new opened window..

AND if I click on INC0004, I get a null pointer exception...

This happens when I resize the table fields widths on the mid-tier client..

I haven’t tested this on the native User client but I think from past 
experience, it has no problems.. I’m pretty certain it works as expected on the 
User Client under both the circumstances described above...

Joe

PS: Could someone verify if this bug still exists on 7.6.04 or if it exists on 
earlier versions?

Another PS: This could be a potentially serious bug – I nearly closed the wrong 
ticket in a real world scenario. It’s a good thing I saw the ticket details 
before closing it, else if I had mechanically gone through the motions, I may 
have closed a wrong ticket.. What happened was after double clicking on 
INC0003, and seeing the status still on Pending, I thought maybe I had 
forgotten to save. So I tried to set it on Resolved and just before committing 
a save, noticed that it was not INC0003 but INC0004 that was 
opened up.. I would have accidentally ended up closing INC0004 too..
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Re: Extremely strange bug related to table field refresh..

[Murnane, Phil]

Joe:

The thread was “Re: BMC's Future on the horizon.. IMHO” from back in November 
14-15, 2011.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Monday, March 19, 2012 14:35
To: arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**

Phil, thanks for your response.. Thanks Misi  Pat for your responses so far 
too..

@ Phil: Interesting.. I’ll look through.. Is it a bug that needs to be 
addressed by MS on IE or is it a ‘feature’ on IE that needs to be addressed 
from the MT application side?

@ Pat: I haven’t had the time enough to test it on other browsers, but I do 
intend to when I have a little more time. The null pointer happens on the last 
row only which actually should not have been there if the refresh happened 
correctly. On rows below the modified record, the pointer moved one row down 
meaning if record n was clicked, record n+1 would actually open. Like in the 
example below, if record 3 was clicked after the modification of record 3, 4 
would open instead of 3. It works normally only when the fields are not 
resized..

Joe

From: Murnane, Philmailto:pmurn...@windwardits.com
Sent: Monday, March 19, 2012 2:24 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

**
Joe:

IIRC, Doug Mueller mentioned that IE9 had a quirk or two and that some help 
could be had by editing a .properties(?) or a .css(?) file.  Maybe search a bit 
through the archives?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Monday, March 19, 2012 14:10
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Extremely strange bug related to table field refresh..

** I  just tested on firefox 11 and IE 8, could not reproduce the defect even 
after resizing the columns. It just worked as supposed to. Upon refresh it just 
cleared that row. Without refresh if I double click on the ticket once resolved 
 it just opened incident screen without null pointer.

On Monday, March 19, 2012 11:37:09 AM UTC-5, Joe Martin D'Souza wrote:
**

I am on ARS 7.6.03. And I just found what got to be one of the most bizarre 
bugs I have uncovered in the past few days.. There may not be a short way to 
describe this problem so here goes..

I have tested this bug on the Overview Console, of the ITSM applications 
(7.6.03 again), so that table field would be the ideal candidate if you want to 
reproduce it. I have only tested this on the Mid-Tier client.

Lets say for example sake, there are 4 entries displayed on the table field on 
the Overview Console..

INC0001
INC0002
INC0003
INC0004

Lets say I double click on INC0003 to open it and mark that incident as 
Resolved.

And when I get back to that overview console, I either right click on that 
table field and select Refresh OR I press the Refresh button on top of the 
overview console table to refresh the table field..

Expected Results:
The table field refreshes and now you are left with
INC0001
INC0002
INC0004

Great.. works as expected.

The Bug:
UNLESS, prior to double clicking on INC0003, the columns on the table 
field are resized.. I had resized almost all the columns from the mid-tier 
client, and then double clicked on INC0003 to open it. I then marked 
that incident as Resolved and closed that window after saving it. And then 
refreshed the table field on the Overview Console. All the previous 4 entries 
are still displayed as below..

INC0001
INC0002
INC0003
INC0004

HOWEVER, now when I double click on INC0003, the details of 
INC0004 is displayed on the new opened window..

AND if I click on INC0004, I get a null pointer exception...

This happens when I resize the table fields widths on the mid-tier client..

I haven’t tested this on the native User client but I think from past 
experience, it has no problems.. I’m pretty certain it works as expected on the 
User Client under both the circumstances described above...

Joe

PS: Could someone verify if this bug still exists on 7.6.04 or if it exists on 
earlier versions?

Another PS: This could be a potentially serious bug – I nearly closed the wrong 
ticket in a real world scenario. It’s a good thing I saw the ticket details 
before closing it, else if I had mechanically gone through the motions, I may 
have closed a wrong ticket.. What happened was after double clicking on 
INC0003, and seeing the status still on Pending, I thought maybe I had 
forgotten to save. So I tried to set it on Resolved and just before committing 
a save, noticed that it was not INC0003 but INC0004 that was 
opened up.. I would have accidentally ended up closing INC0004 too..
_attend 

Re: Solid State Hard Drives

[Murnane, Phil]

Peter:

I have a habit of keeping a resource monitor (Windows 7 Resource Monitor or 
CentOS GNOME widget) running on my laptop at all times and of never using the 
host OS to do anything except run VMs.  Given sufficient RAM (8GB seems 
adequate), I've found that the hard disk is almost always the bottleneck in 
performance, especially when running more than one VM.

I've been considering buying an external esata enclosure with two 7200 RPM 
drives configured as RAID 0 for my work laptop.  I use a similar storage 
configuration on my home server, and the disk bottleneck is much reduced.

All that being said, SSDs have seemed pretty stable for the last couple of 
years.  If performance similar to the RAID 0 configuration can be achieved 
internally, then it would be _way_ more convenient than an external enclosure.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Friday, March 16, 2012 07:49
To: arslist@ARSLIST.ORG
Subject: Solid State Hard Drives

Hi All,

I couldn't get ITSM to run on my laptop which has an i7 processor and 8G RAM.

I recently upgraded it to 16G and replaced the hard drive with a 500GB SSD.

Now ITSM flies and I can run it and ADDM together in VM's and still do the 
normal document/email stuff.

Are SSD's now sufficiently stable to use in datacenter servers?

If so, would this help solve some performance issues?

I'm not responsible for any servers so am just asking out of interest.

Cheers

Peter

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Re: My first 7-up question

[Murnane, Phil]

Lars:

Welcome back - some of us old timers remember you. :)  IMO, the Data Management 
Tool provides basic functionality and is reliable.  It's build around a 
combination of Windows .bat (.cmd?) files, Microsoft Excel macros, and ARS 
workflow, and any of these three can be enhanced as desired.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of lars.j.petters...@vattenfall.com
Sent: Tuesday, February 28, 2012 14:02
To: arslist@ARSLIST.ORG
Subject: My first 7-up question

**
Hello, I'm back on arslist, long time ago. Now I belong to our 7-up management 
unit. Our home built system Tabasco is a dying application, but it has lived 
since -97:)
My question is: Is there any issues with Foundation/Data Management Tool/Data 
Wizard Console, or is this module working as expected. Direct SQL, or ars 
workflow?

Thanks in advance,

Lars


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Re: 7.6.04 SP3 - SW00391781

[Murnane, Phil]

Misi:

:D  Good catch!  Maybe BMC has advanced technology from space aliens that 
allows them to improve the efficiency of such queries?

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, February 07, 2012 10:02
To: arslist@ARSLIST.ORG
Subject: 7.6.04 SP3 - SW00391781

Hi,

In the Known issues in the AR System server 7.6.04 Service Pack 3 I found 
this thing:

SW00391781
In BMC Remedy AR System, the search operation using the leading wildcard 
character (%) is not as efficient as a complete string search or a trailing 
wildcard search.
For example, search for the %block string is less efficient than a search for 
either the block or block% strings.
To fix the issue, contact BMC Software Customer Support.
---

I thought that this was all due to database issues when doing LIKE searches. 
Indexes was never used when doing trailing searches. How can this be fixed?

Best Regards - Misi, RRR AB, http://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.se.

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Re: ARS 7.6.03 performance problems

[Murnane, Phil]

Larry:

It's possible there's a memory leak in the particular version of the server 
demon you have.  Patrick's thought about patch levels is a good one - if that 
...Build 001... means patch 001, then you should download and install the 
latest patch.  August 2010 seems a bit old to me.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson
Sent: Friday, December 30, 2011 21:45
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.03 performance problems

** Hi Patrick,

Thanks for the link, but the Mid-tier isn't even running on the same hardware. 
The AR Server software running on the Solaris box is:

 AR Server 7.6.03 Build 001 201008170035

Here is additional memory information throughout the day, 5 minute intervals. 
Memory usage continues to increase for no apparent reason. Is this normal?

 S  UID   PID  PPID   C PRI NIRSS SZWCHANSTIME TTY 
TIME CMD
 S root 21007 21006   0  40 20 464456 473136? 05:00:39 ?   
9:30 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 468552 477232? 05:00:39 ?   
9:41 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 468552 477232? 05:00:39 ?   
9:45 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 472648 481328? 05:00:39 ?   
9:52 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 476968 485648? 05:00:39 ?  
10:04 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   1  40 20 481064 489744? 05:00:39 ?  
10:16 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 481064 489744? 05:00:39 ?  
10:23 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 485160 493840? 05:00:39 ?  
10:31 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 489256 497936? 05:00:39 ?  
10:35 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 489256 497936? 05:00:39 ?  
10:41 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 493352 502032? 05:00:39 ?  
10:50 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 497448 506128? 05:00:39 ?  
10:56 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 497448 506128? 05:00:39 ?  
11:05 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 501544 510224? 05:00:39 ?  
11:11 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 505640 514320? 05:00:39 ?  
11:18 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 505640 514320? 05:00:39 ?  
11:27 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 509736 518416? 05:00:39 ?  
11:36 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 513832 522512? 05:00:39 ?  
11:43 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 513832 522512? 05:00:39 ?  
11:51 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 517928 526608? 05:00:39 ?  
11:58 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 522024 530704? 05:00:39 ?  
12:04 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 522040 530720? 05:00:39 ?  
12:14 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 526136 534816? 05:00:39 ?  
12:20 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 530232 538912? 05:00:39 ?  
12:26 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 530232 538912? 05:00:39 ?  
12:36 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 534328 543008? 05:00:39 ?  
12:49 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  50 20 538424 547104? 05:00:39 ?  
12:57 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 538424 547104? 05:00:39 ?  
13:12 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 542520 551200? 05:00:39 ?  
13:18 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 558904 567584? 05:00:39 ?  
13:48 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 558904 567584? 05:00:39 ?  
14:02 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  48 20 558904 567584? 05:00:39 ?  
14:16 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 558904 567584? 05:00:39 ?  
14:24 ./arserverd -s ars00srv -i /local/b
 S root 21007 21006   0  40 20 558904 

Re: ARS 7.6.03 performance problems

[Murnane, Phil]

Larry:

How much memory is the server demon using before the slowdown and then during 
the slowdown?

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of L G Robinson
Sent: Thursday, December 29, 2011 19:37
To: arslist@ARSLIST.ORG
Subject: ARS 7.6.03 performance problems

Hi Folks,

I am experiencing a performance problem on my 7.6.03 AR System. The problem 
gets worse over time. When the server is started, performance is fine. For 
example, it takes about one second to load a particular record in the Windows 
client and about two seconds to load the same record in the Mid Tier. However, 
if I load the same record later in the day, maybe after the server has been 
running for 12 hours, the time to load the same record is about twice as long.

If I restart the server process, response time returns to the original timings. 
This behavior is consistent whether the system is heavily loaded or lightly 
loaded, but the degradation seems to happen faster if the system is heavily 
loaded

The arserverd is running on a Sun SPARC-Enterprise-T5120 with 16 Gb of RAM. I 
have tried a variety of queue/thread configurations from minimal to way 
over-allocated. I have used Misi's fabulous RRR|Log tool and I see that there 
is absolutely no thread contention at all.
When the system is running, top shows:

90 processes:  86 sleeping, 3 stopped, 1 on cpu CPU states:  100% idle,  0.0% 
user,  0.0% kernel,  0.0% iowait,  0.0% swap
Memory: 16G real, 12G free, 509M swap in use, 11G swap free

So it appears that I have plenty of hardware.

I am pretty sure that it is not a database problem because I have analysed the 
SQL logs and the transaction times are consistent. The additional time between 
the short times and the long times appears to all be within the API time. That 
is to say, the time from beginning to end for any particular API call seems to 
increase while the embedded SQL transactions within the API calls stay 
relatively constant.

Does anyone have any suggestions on what to look for? Thanks for any insights.
Larry

ARS 7.6.03
Mid-tier 7.6.04
Solaris 10
Oracle 11.2.0...

Larry Robinson
Remedy Developer / Admin
NC State University

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Re: Ubuntu 11.10 Server 64 Bit

[Murnane, Phil]

Samuel:

I've done it on CentOS (a no-paid support clone of Red Hat), but I don't know 
if it would work on Ubuntu, with its Debian roots.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Samuel J Albury III
Sent: Friday, November 18, 2011 14:02
To: arslist@ARSLIST.ORG
Subject: Ubuntu 11.10 Server 64 Bit

Good day my colleagues. Has anyone had success installing and running ARS 7604 
on Ubuntu 11.10 64/32bit ? I know it's not on the compatibility matrix,  but a 
startup is looking at this as an option. It seems there are other attempts pre 
dating this post which attempted to use the older versions of Ubuntu. 

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Re: Email Error Message 362

[Murnane, Phil]

Mark:

You might also check whether /var/tmp is out of space.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Joe Martin D'Souza [jdso...@shyle.net]
Sent: Monday, November 14, 2011 13:39
To: arslist@ARSLIST.ORG
Subject: Re: Email Error Message 362

**

Have you checked the permissions of the file it is trying to attempt to open? 
You may have started the AR System as a different user leaving the file 
inaccessible to the current user that started the AR System.

Joe

From: Brittain, Markmailto:mbritt...@navisite.com
Sent: Monday, November 14, 2011 11:09 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Email Error Message 362

**
Good Morning,

Has anyone seen an error message like this in the AR System Email Error Logs? I 
have a couple of these and the numbers between RED and TMP are different. The 
mailbox is in the /var/mail directory.

Mailbox Name: Out_Going
Message Type: Severe
Message Number:  362
Message Text: Cannot find/open the directory file /var/tmp/RED6550561TMP

ARS 6.3 patch 20
SunOS 5.9
Oracle 9.2

Thanks
Mark

Mark Brittain
Remedy Developer
NaviSite – A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-317-2897



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
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Re: Vertical Navigation Field

[Murnane, Phil]

LJ:

Adding to Claire’s good suggestion, I’ve started routinely clearing my browser 
cache every time I flush the mid-tier cache.  It seems to help a little (not 
always, though).

FWIW,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, October 27, 2011 14:51
To: arslist@ARSLIST.ORG
Subject: Re: Vertical Navigation Field

**
Did you clear the cache?  I have found that if I have viewed a form and not 
cleared the cache, I don’t see the changes.

Claire “super novice once again” Sanford

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, October 27, 2011 12:45 PM
To: arslist@ARSLIST.ORG
Subject: Vertical Navigation Field

**
Ok….so I’m finally getting around to using my first vertical navigation field.  
I’m taking tons of buttons that exist on a form and I added all of them to the 
navigation field, created the Menus….found that I needed to save the form, exit 
out, and come back in before I could see my buttons in the navigation 
editor…moved everything where I wanted, it all looks good in the user tool, but 
when I go to my Mid-Tier I can see the field, and I can see the menus, but none 
of the buttons are there.  When I click on the toggle, it toggles…but nothing 
shows up.  I have checked and re-checked permissions (even though I’m logged in 
as an Admin) and everything is setup properly, but nothing is being made 
visible.  I have compared my vertical navigation field to the one on the Admin 
Console and it all looks the same…I need help from someone else who has done 
this before

ARS/MidTier – 7.6.4 SP1
SQL Server 2008
Tomcat 6.0.20
Windows 2003

TIA
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Re: Remedy on Demand - integrations

[Murnane, Phil]

John:

As long as you're using standard API clients, then OnDemand is no different 
than on-premesis -- it's just some application  mid-tier servers at the other 
end of a network (a VPN, usually).  For each integration, though; you'll have 
to open a change ticket with the OnDemand engineers so that they can perform 
analysis  approval processes.  After all, they have to manage their 
infrastructure, and any customization/integration that could impact capacity 
needs review  approval.

I've never specifically requested access to the application server filesystem, 
but I'm guessing they'd let you access certain folders via 
filters/escalations/API at a minimum.

FWIW,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, October 26, 2011 04:40
To: arslist@ARSLIST.ORG
Subject: Re: Remedy on Demand - integrations

OK - I'll bite -- is there a reasonably working SSO for RoD???





-John





On Oct 26, 2011, at 2:37 AM, John Baker wrote:

John,

You didn't ask if there was a (competent) Single Sign On solution?


John

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--
John Sundberg

Save the Date! First Annual KEG - Kinetic Enthusiasts Group
Feb. 29th - Mar. 2nd 2012 in Denver CO

For more information click here - KEG

Kinetic Data, Inc.
Building a Better Service Experience
Recipient of:

WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com

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Re: Opp Cats Prod Cats for 7.6.04

[Murnane, Phil]

Mike:

Search the arslist archives 
(http://listserv.rbugs.com/cgi-bin/wa.exe?S1=arslist) -- you'll find lots of 
good guidance on the subject.  Recently the age old debate - categorizations 
thread comes to mind.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Hocks
Sent: Thursday, October 13, 2011 12:22
To: arslist@ARSLIST.ORG
Subject: Opp Cats Prod Cats for 7.6.04

We are looking to give our Operational and Product Categories a face lift and I 
was wondering if anyone out there had some examples they would like to share, I 
know BMC usually provides a download for Prod Cats through the epd site but 
currently they do not have any downloads available for 7.6.04

Thanks a lot!,
-Mike

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Re: CMDB Relationship Docs

[Murnane, Phil]

Frank:

There are .html files in the CMDB installation folder that describe the 
classes; what they are and some tips as to what they are not.

Also, later versions (7.6.5+, IIRC) have descriptions in the Atrium Core 
Console's Class Manager (buried a few pages deep).

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Monday, October 03, 2011 09:43
To: arslist@ARSLIST.ORG
Subject: CMDB Relationship Docs

**
I remember seeing a document that describes each of the relationship types in 
the CMDB and example uses of each. if anyone has such a doc or knows its 
location please forward.

Thank you.

Frank
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Friday Humor

[Murnane, Phil]

All:

I received an email this week requesting a report of all upcoming scheduled and 
unscheduled maintenance.

:)
--Phil

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Re: Adding Custom Attributes to Base Element

[Murnane, Phil]

Doug:

As always, thanks for sharing your knowledge.

--Phil


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Mueller, Doug [doug_muel...@bmc.com]
Sent: Tuesday, July 26, 2011 11:19
To: arslist@ARSLIST.ORG
Subject: Re: Adding Custom Attributes to Base Element

**
Everyone,

I wanted to send a quick response to this note as it is describing something 
that is completely inconsistent
with expectations and with what we are in fact seeing happening in customer 
sites.

An upgrade of the CMDB does not remove ANY classes or attributes you may have 
added to the system
(OK, if you have added a custom attribute to a class that is being removed, 
there is an issue but even there,
we have logic that is set up to not remove the class and to leave it as a 
custom class because it sees that
there is an extension if possible).

We have many customers who have extended the class structure -- everything from 
adding new items to
base element to adding new classes to adding attributes to existing classes.  
They have no issue with those
extensions or customizations during an upgrade.  We do not delete custom 
extensions.

Now, we do suggest you really check to see if you need a customization before 
making it, but if you do the
work and find you do need the extension, it is fully supported and upgrades 
work just fine.


Where there are some issues and some rework was needed in the past is with 
Asset views and layouts.
When the CMDB extended something in the release, new Asset views would be 
created and when you
upgrade, they overwrite the views you have.  This means that you could end up 
with issues of your extended
fields disappearing from the Asset views.  They are still there in the CMDB.  
All the data is still present in
them.  But, the fields don't show on the Asset views.  You would need to go 
back and update your Asset
views for the classes to get your custom fields to show again.

With the overlay feature of the 7.6.04 release, you can control this problem.  
There will be additional
improvements in upcoming releases to make this even easier.  And, over the next 
couple releases, some
restructuring of the way Asset Management works to eliminate the issue 
completely by streamlining the
interaction of Asset and CMDB.  But, these are all details to clean up an 
annoying maintenance issue for
the layout of screens.


To my knowledge, we have not lost any custom fields or classes for any 
customers.  If anyone has seen that
occur during an upgrade, this should be immediately reported to the support 
team and worked as a bug.  As
other users have posted to this thread, they have extended the base class and 
gone through several
upgrades with no issues or problems with any customization/extension of the 
class model -- including
extensions to base element.


I just wanted to get a note out there clarifying what the expectations are and 
noting that we do not have any
issues with customers in general loosing custom/extended classes or attributes. 
 You can safely extend
attributes and classes in the CMDB and they will be held across upgrades.  
(still do verify that you really
need the extensions before you make them of course)

Doug Mueller


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Doe
Sent: Saturday, July 23, 2011 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding Custom Attributes to Base Element

**
Let me explain how this will work, for those of you who have not gone through 
an upgrade.
The reason best practice is to add a custom class (outside of BMC.CORE) and add 
your own attributes to that custom class, with custom field ID ranges is 
because when you upgrade it will only keep these additions made this way.  
That's why I stated I'd recommend you do not add them to Base Element.  
Instead create your own custom Class and add those attributes to that class.  
Otherwise, your next upgrade will be a nightmare.

When you upgrade (which is inevitable) the Common Data Model is constantly 
changed and adapted.  They will completely restructure all of the classes in 
BMC.CORE. Therefore, if you add custom fields to Base Element the upgrades will 
remove them.  I have been through several upgrades and personally witnessed 
this.  Obviously, if you have hundreds of thousands of records in these 
attributes you are up a creek with out a paddle.  Patches sometimes will remove 
custom fields too.

I know the road you are wanting to go down seems easier right now.  But it will 
be a nightmare in the future.  I would also recommend reading the book about 
How to Create a CMDB from the ground up.  I have been through that mistake also.

Take care and obviously your environment and situations will dictate your 
decisions.  Good luck.






From: Mahesh mchand...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Friday, July 22, 2011 

Re: ITSM 7.6.04 and IE 6 - overview console picking up incorrect user

[Murnane, Phil]

Raido:

Did you already try flushing the Mid-Tier cache, also?

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raido Oja
Sent: Monday, June 13, 2011 11:14
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 and IE 6 - overview console picking up incorrect user

Hi All,

We are experiencing some strange behaviour with ITSM 7.6.04 and IE 6 (we 
don't have this issue with Firefox). When logging in, overview console 
opens. The hello at the top states my name however while the console is 
loading I can see that the login name in the status bar switches to some 
other recently logged in user and the tickets displayed are that other 
user's tickets. Selecting My Selected Groups I can also see the other 
user's groups.

Looks like a caching issue, right? We cleared local cache, disabled proxy, 
released that other user from the server, restarted IIS and still the 
other user's details are being picked up. BMC is saying IE 6 is not 
supported on 7.6.04 anymore (according to the current compatibility matrix 
it still is!).

We tracked the http packages and can see that the cookie returnd contains 
the incorrect login ID. Can anyone suggest what is happening here? It is 
consistent, happens on all platforms, PCs. The only common nominator seems 
to be IE 6.

Thanks,

Raido

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Re: XCOPY in Filter Run Process

[Murnane, Phil]

Bruce:

Don't forget that if arserver.exe is running under the local System account 
that it won't be able to access any network shares.  I'd think this would have 
returned an error, but it couldn't hurt to check.

FWIW,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrey
Sent: Friday, April 29, 2011 02:26
To: arslist@ARSLIST.ORG
Subject: Re: XCOPY in Filter Run Process

You can try something like this (put this in bat file copy.bat)

cd C:\
net use X: \\hostname\dir /user:username paZZword  2 mount.log

copy %1 X:


and run in your workflow
@@: cmd.exe /c c:\.copy.bat $FileName$



On Wed, Apr 27, 2011 at 9:58 PM, Bruce Sisk siskbr...@peoplepc.com wrote:
 I have a short term need to save an attachment from a remedy form to a folder 
 on a mapped network drive.

 This should be a fairly simple thing...but it is beating me at the moment.

 Environ:  ARS 7.6.04 | Windows 2008

 I have a filter run process that is doing the attachment save to the ars 
 server.  This works fine.

 I am trying to use xcopy.exe c:\folderx z:\foldery /s /e /k /q to copy the 
 files from ars server to a different folder on a mapped drive.

 I get no errors in the remedy logs that i can find...and it doesn't do 
 anything.

 Any ideas??  Is this a syntax issue??

 Bruce Sisk

 
 PeoplePC Online
 A better way to Internet
 http://www.peoplepc.com

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-- 
Andrey Deynega

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Re: Java plugin server fails to start on 7.6.04

[Murnane, Phil]

Misi:

Anything different in the Java environments on the two servers (CLASSPATH, 
max/min memory, LD_LIBRARY_PATH)?

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, April 29, 2011 04:35
To: arslist@ARSLIST.ORG
Subject: Java plugin server fails to start on 7.6.04

Hi,

I have two similar AR Servers where I have problems starting the java
plugins on one of them.

The system that works has been installed clean, and the system that does
not work was upgraded from 7.6.03 to 7.6.04.

Environment is Solaris/Sybase.

Following are the errors I get when I start the server.

I have compared the jar/so-files between the systems and removed some
trailing 7603-files, but it still gives me the same errors.

The ar.conf-files are identical.

The errors look like this:

Exception in thread main java.lang.UnsupportedClassVersionError:
com/bmc/arsys/pluginsvr/ARPluginServerMain (Unsupported major.minor
version 49.0)
at java.lang.ClassLoader.defineClass0(Native Method)
at java.lang.ClassLoader.defineClass(ClassLoader.java:488)
at
java.security.SecureClassLoader.defineClass(SecureClassLoader.java:106)
at java.net.URLClassLoader.defineClass(URLClassLoader.java:243)
at java.net.URLClassLoader.access$100(URLClassLoader.java:51)
at java.net.URLClassLoader$1.run(URLClassLoader.java:190)
at java.security.AccessController.doPrivileged(Native Method)
at java.net.URLClassLoader.findClass(URLClassLoader.java:183)
at java.lang.ClassLoader.loadClass(ClassLoader.java:294)
at sun.misc.Launcher$AppClassLoader.loadClass(Launcher.java:281)
at java.lang.ClassLoader.loadClass(ClassLoader.java:250)
at java.lang.ClassLoader.loadClassInternal(ClassLoader.java:310)

I am having problems pinpointing the difference between the servers, and
the cause of the problem. Any suggestions?

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
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# /etc/init.d/arsystem start

Action Request System initializing.
Starting AR System Server

 (ARNOTE 0)
   Starting AR Monitor version 7.6.04 Build 002 201101141059.

 (ARNOTE 0)
   AR Monitor started.

 (ARNOTE 0)
   ARMonitor child process (pid:25741) started.
./arserverd
server: locale=[[ en_US.UTF-8 ]],
 LANG=[[ en_US.UTF-8 ]]

Action Request System(R)  Server   Version 7.6.04 Build 002 201101141059
(c) Copyright 1991-2010 BMC Software, Inc.

Action Request System(R)  Fork Daemon   Version 7.6.04 Build 002 201101141059
(c) Copyright 2000-2010 BMC Software, Inc.

Action Request System(R)  Signal Daemon   Version 7.6.04 Build 002
201101141059
(c) Copyright 2000-2010 BMC Software, Inc.

 (ARNOTE 0)
   Server indicates that it's up.


 (ARNOTE 0)
   ARMonitor child process (pid:25744) started.
./java

 (ARNOTE 0)
   ARMonitor child process (pid:25745) started.
./arplugin
LD_LIBRARY_PATH=/opt/arsystem/bin:/opt/arsystem/pluginsvr:/opt/arsystem/bin:/opt/arsystem/pluginsvr:/opt/arsystem/ardbcldap:/opt/arsystem/arealdap:/opt/arsystem/webserviceplugin:/opt/sybase/ASE-15_0/lib:/opt/sybase/OCS-15_0/lib:/usr/java/jre/lib/sparc/server:/usr/java/jre/bin:/usr/java/jre/lib/sparc/native_threads:/opt/sybase/OCS-15_0/lib:/opt/sybase/OCS-15_0/lib3p64:/opt/sybase/OCS-15_0/lib3p:/usr/openwin/lib:/opt/arsystem/lib:/opt/sybase:/lib:/opt/arsystem/bin:/opt/arsystem/local/bin/usr/openwin/lib:/opt/arsystem/lib

 (ARNOTE 0)
   ARMonitor child process (pid:25746) started.
./arsvcdsp

 (ARNOTE 0)
   ARMonitor child process (pid:25747) started.
NMP-agent-enabled:

 (ARNOTE 0)
   ARMonitor child process (pid:25748) started.
./emaild.sh

 (ARNOTE 0)
   ARMonitor child process (pid:25749) started.
./arservdsd

AR System failed to start a process.
Make sure that your system is not low on resources. (ARERR 33)
   No such file or directory : NMP-agent-enabled:

 (ARNOTE 0)
   ARMonitor child process (pid:25747) died with 0.
NMP-agent-enabled:

 (ARNOTE 0)
   Current ARMonitor child process (pid:25741).
./arserverd

 (ARNOTE 0)
   Current ARMonitor child process (pid:25744).
./java

 (ARNOTE 0)
   Current ARMonitor child process (pid:25745).
./arplugin

 (ARNOTE 0)
   Current ARMonitor child process (pid:25746).
./arsvcdsp

 (ARNOTE 0)
   Current ARMonitor child process (pid:25748).
./emaild.sh

 (ARNOTE 0)
   Current ARMonitor child process (pid:25749).
./arservdsd

 (ARNOTE 0)
   ARMonitor child process (pid:25750) started.
NMP-agent-enabled:

AR System failed to start a process.
Make sure that your system is not low on resources. (ARERR 33)
   No such file or directory : NMP-agent-enabled:

 (ARNOTE 0)
   ARMonitor child process (pid:25750) died with 0.

Re: notification on work info update

[Murnane, Phil]

All:

We've had multiple customers wanting this same customization over past few 
years, including the needs attention flag.  I'd recommend against delaying 
bug fixes to add these features :), but they should be high on the to-be-added 
list.  A form with records containing stop words would be nice also, so that 
out-of-office replies aren't processed.  And, if an end user sends an email to 
a closed ticket, then a canned reply should be sent back to the sender.  Both 
these features should be enable-able or disable-able.

My $0.02,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Thursday, April 21, 2011 21:11
To: arslist@ARSLIST.ORG
Subject: Re: notification on work info update

**
Not only would that be great as OOTB but I think the incident needs to be 
flagged in some way as Needing Action as a result of an incoming work info 
update.
I think this is needed as well for those Heads down service desk support 
groups where you don't necessarily use email notifications.


Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 
http://www.jcp.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: Thursday, April 21, 2011 6:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: notification on work info update

JD

I'll second that.  I've done this at 3 other places so far.  It is trickier 
than you might think, though. As I real we had to create the work info and then 
go back and read the attachments from the Email attachments form.

Doug

--
Doug Blair
+1 224-558-5462

Sent from my iPad2
Any typographic errors or misspellings are Steve Jobs' fault :-)

On Apr 21, 2011, at 12:38 PM, JD Hood 
hood...@gmail.commailto:hood...@gmail.com wrote:
** It seems like there used to be one that notified you when a customer updated 
the ticket, but my memory wants to date that as pre v7.x.

What needs to be out-of-the-box, configurable with an on/off toggle, defaulted 
to off:

1. Process inbound email, match it up with an existing ticket (= Resolved), 
and create a worklog entry (for Incident or Change) IF the from address 
matches a CTM:People email address.

2. Notify the assignee or group that anyone other than the assignee added a 
work-info, regardless of how the update came in (email, SR, another staffer on 
the ticket).

I know it's easy enough to do either. They seem like obvious functionality that 
screams to be done, to where I wonder why BMC hasn't done this yet *AND* it 
would keep me from modifying BMC forms, adding mods that each client will have 
to be mindful of with each patch or upgrade.

So... Please?

Thanks,
JDHood


On Thu, Apr 21, 2011 at 12:48 PM, Guillaume Rheault 
guilla...@dcshq.commailto:guilla...@dcshq.com wrote:
There is no such thing...

Guillaume

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Re: ARS 7.6.04 Form Overlays - nextId increments

[Murnane, Phil]

I'm guessing you're right, Misi.  I tried to query a CTM_People__o view once, 
and couldn't.  Perhaps the record in the arschema table is primarily to support 
deleting an overlay?

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, April 22, 2011 02:17
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 Form Overlays - nextId increments

Hi,

These are only guesses, based on your results, but I think that the
important nextId-number would be the base-form-arschema-record (without
the __o).

Best Regards - Misi, RRR AB, http://www.rrr.se

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Find these products, and many free tools and utilities, at http://rrr.se.

 Okay, maybe not...

 NTE:SYS-Define NT Events is schemaId 606
 BPCU created NTE:SYS-Define NT Events__o as schemaId 2032 because I added
 some notifications and that required additional attributes in the
 Notification Event field.

 NTE:SYS-Define NT Events 7.0.03 had 95 records and a nextId of 118
 NTE:SYS-Define NT Events__o has a nextId of 118 - picked up when it was
 created by BPCU

 After the upgrade to 7.6.04...
 NTE:SYS-Define NT Events 7.6.04 has 151 records and a nextId of 3356
 (Next-ID-Block-Size: 100 during upgrade)
 NTE:SYS-Define NT Events__o remains at a nextId of 118

 ...so they do NOT stay in sync.

 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:arslist@ARSLIST.ORG] On Behalf Of strauss
 Sent: Thursday, April 21, 2011 1:47 PM
 To: arslist@ARSLIST.ORG
 Subject: ARS 7.6.04 Form Overlays - nextId increments

 Observations:
 On my upgraded 7.6.04 system, there are now TWO schemas:
 HPD:Help Desk  (schemaId  993)
 HPD:Help Desk__o   (schemaId 2052)

 There are still the usual T, H, and B tables for 993, but NONE defined for
 2052.  On first glance, schemaId 2052 appears to exist ONLY as an entry in
 the arschema table.  Since it does not have a T-table, the actual data for
 my custom fields must still be stored in T993, correct?

 Both tables have the same nextId - 59161.

 Which one do I set to 10 if I want to create test tickets in the
 overlaid system?  Both?  Will they increment together?  If not, what
 happens if you ever decide to delete your form overlay and go back to the
 origin object... will the nextId value be out of sync?  Inquiring minds
 want to know...

 No I haven't tested yet - I have to get to a point where I can easily roll
 the db back after I (potentially) screw it all up.

 Christopher Strauss, Ph.D.
 Call Tracking Administration Manager
 University of North Texas Computing  IT Center
 http://itsm.unt.edu/


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Re: ARS 7.6.04 Form Overlays - nextId increments

[Murnane, Phil]

Misi:

I just checked an export of some custom workflow, and even workflow attached to 
custom fields on an overlay form+view reference the form name without the __o.

If we think of the features delivered by ARS as a stack, with higher-level 
features dependent on lower-level features (similar to the OSI model), then I'm 
guessing that the overlay feature was inserted fairly low in the stack, and 
features above it are mostly unaware of its existence -- all they see is the 
same old presentation/surface they would have seen in 7.6.03.  This is just a 
guess on my part, though.

FWIW,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, April 22, 2011 09:26
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 Form Overlays - nextId increments

Hi Phil,

Well, you can also add fields that are overlay, and in that case workflow
can be attached. This means that a lot can be attached to the overlay
schemaId.

My guess is that you get a copy of everything as soon as you create an
overlay form+view.

I have exported an overlay form, and you get two versions of the form. The
base, and a complete overlay copy with added fields etc.

They have probably put the complete copy of the form+view in the
application repository in the database. Everything except the T-, H, and
B-tables who are still kept together as one.

Best Regards - Misi, RRR AB, http://www.rrr.se

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* 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.

 I'm guessing you're right, Misi.  I tried to query a CTM_People__o view
 once, and couldn't.  Perhaps the record in the arschema table is primarily
 to support deleting an overlay?

 --Phil

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Friday, April 22, 2011 02:17
 To: arslist@ARSLIST.ORG
 Subject: Re: ARS 7.6.04 Form Overlays - nextId increments

 Hi,

 These are only guesses, based on your results, but I think that the
 important nextId-number would be the base-form-arschema-record (without
 the __o).

 Best Regards - Misi, RRR AB, http://www.rrr.se

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
 * 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.

 Okay, maybe not...

 NTE:SYS-Define NT Events is schemaId 606
 BPCU created NTE:SYS-Define NT Events__o as schemaId 2032 because I
 added
 some notifications and that required additional attributes in the
 Notification Event field.

 NTE:SYS-Define NT Events 7.0.03 had 95 records and a nextId of 118
 NTE:SYS-Define NT Events__o has a nextId of 118 - picked up when it was
 created by BPCU

 After the upgrade to 7.6.04...
 NTE:SYS-Define NT Events 7.6.04 has 151 records and a nextId of 3356
 (Next-ID-Block-Size: 100 during upgrade)
 NTE:SYS-Define NT Events__o remains at a nextId of 118

 ...so they do NOT stay in sync.

 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:arslist@ARSLIST.ORG] On Behalf Of strauss
 Sent: Thursday, April 21, 2011 1:47 PM
 To: arslist@ARSLIST.ORG
 Subject: ARS 7.6.04 Form Overlays - nextId increments

 Observations:
 On my upgraded 7.6.04 system, there are now TWO schemas:
 HPD:Help Desk  (schemaId  993)
 HPD:Help Desk__o   (schemaId 2052)

 There are still the usual T, H, and B tables for 993, but NONE defined
 for
 2052.  On first glance, schemaId 2052 appears to exist ONLY as an entry
 in
 the arschema table.  Since it does not have a T-table, the actual data
 for
 my custom fields must still be stored in T993, correct?

 Both tables have the same nextId - 59161.

 Which one do I set to 10 if I want to create test tickets in the
 overlaid system?  Both?  Will they increment together?  If not, what
 happens if you ever decide to delete your form overlay and go back to
 the
 origin object... will the nextId value be out of sync?  Inquiring minds
 want to know...

 No I haven't tested yet - I have to get to a point where I can easily
 roll
 the db back after I (potentially) screw it all up.

 Christopher Strauss, Ph.D.
 Call Tracking Administration Manager
 University of North Texas Computing  IT Center
 http://itsm.unt.edu/


 fields etc added
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Re: field not really deleted

[Murnane, Phil]

Christoph:

If you haven't already done this, try:

delete the field
save the form
add a new field with same ID
save the form

What version of ARS are you using?

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wagner, Christoph
Sent: Friday, April 15, 2011 02:16
To: arslist@ARSLIST.ORG
Subject: Re: field not really deleted

**
Dear listers,

at first thank you very much for your help.

I deleted the field and then I saved the form. After that I wanted to create 
the same field with the same ID and I got an error.

I have other views, but the field-ID doesn't exist in any other view.

Are there any other ideas?

Thanks a lot.

Regards

Christoph

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, April 12, 2011 9:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: field not really deleted

** Really?  That that is one of the first things that bit me when I was just 
learning Remedy (v4 and have never forgotten).  I deleted a field thinking it 
only removed the field from the view but actually delete the field and data in 
the database.

Jason
On Tue, Apr 12, 2011 at 6:11 AM, Grooms, Frederick W 
frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote:
Do you have multiple views on this form?  A field will not delete until it is 
removed from all views.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Wagner, 
Christoph
Sent: Monday, April 11, 2011 5:18 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: field not really deleted

**
Dear ARS-List,

my remedy makes some strange things.

When I create a field (date, char, int, whatever) it gets a right database-id 
automatically. If I delete it, the field and the ID are deleted in 
BMC-Remedy-Administrator but not in database. If I want to create a new field 
with the deleted field-id, I get an error:


Is there anyone who had the same problem or know anything to do?

Thanks very much

Regards

Christoph
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Re: BMC supportweb - Session Timeout/Invalid Session Errors

[Murnane, Phil]

All:

I agree entirely.  Of course, as we all know, should and does are two 
separate things.  Eg, my Firefox 3.5.18 just crashes any time I try to login to 
BMC's site (and nowhere else), so I have to run IE any time I want to access 
it.  Sigh.

--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, April 12, 2011 19:33
To: arslist@ARSLIST.ORG
Subject: Re: BMC supportweb - Session Timeout/Invalid Session Errors

** It should just work...  Amen.  I hate went sites make you adjust your 
security settings to use them.  I know you appreciate that and am glad you are 
the one working on it.

Jason
On Tue, Apr 12, 2011 at 4:04 PM, Axton 
axton.gr...@gmail.commailto:axton.gr...@gmail.com wrote:
** Forget all those recommendations.  It should just work regardless of your 
browser settings (assuming you allow cookies and javascript).  If you would 
like you can remove the bmc.comhttp://bmc.com domain from your trusted sites; 
that should not impact the behavior or capabilities of the site.

Feel free to reply to this thread if you have any issues going forward.

Axton

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

On Tue, Apr 12, 2011 at 5:56 PM, Murnane, Phil 
pmurn...@windwardits.commailto:pmurn...@windwardits.com wrote:
**
Axton:

I had an ongoing issue with BMC's support site a while back, and these are the 
suggestions they gave me:


Please try with the below settings with IE8:

1.   Under Internet Options =Security Tab =Trusted Sites =Please add 
http://*.bmc.com and https://*.bmc.com sites in trusted site list.



2.   Make sure you have enabled Navigate Sub-frames across different 
Domains under Tools - Internet Options- Security - Custom Level - 
Miscellaneous - Navigate sub-frames across different domains and let me know 
the steps the user is following and the version of the browser.



3.   Under Tools - Internet options make sure that the HTTP1.1 settings 
should be enabled.



4.   Under Security Settings, the Active Scripting and Allow Paste 
Operations via Script must be enabled in order for the mid tier to work 
properly.



5.   To access these options in IE, choose Tools  Internet Options. Click 
the Security tab, and then click the Custom Level button.



6.   Also kindly request the customer to check with your network admin if 
there is any proxy server or net-caching device in their network. If it exists, 
kindly ask their 'network' team to flush/clear the cache and then check if he 
still gets the error.



7.   Please try accessing support site using different browser ex- Firefox.

FWIW,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, April 12, 2011 12:28

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: BMC supportweb - Session Timeout/Invalid Session Errors

** Have you run into it this week?

Thanks,
Axton
On Tue, Apr 12, 2011 at 11:26 AM, Pargeter, Christie :CO IS 
cparg...@lhs.orgmailto:cparg...@lhs.org wrote:
I get it every now and again when I access the site.  Like the cookie
didn't fully time out.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Danny 
Kellett
Sent: Tuesday, April 12, 2011 8:50 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: BMC supportweb - Session Timeout/Invalid Session Errors

Fine for me
Kind regards
Danny

 I would like to find out if anyone out is continuing to experienc
 these issues when accessing the BMC supportweb interface.

 Axton

 The opinions, statements, and/or suggested courses of action expressed

 in this E-mail do not necessarily reflect those of BMC Software, Inc.

 My voluntary participation in this forum is not intended to convey a
 role as a spokesperson, liaison or public relations representative for

 BMC Software, Inc.

 __
 _ UNSUBSCRIBE or access ARSlist Archives at 
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Re: BMC supportweb - Session Timeout/Invalid Session Errors

[Murnane, Phil]

Axton:

I had an ongoing issue with BMC's support site a while back, and these are the 
suggestions they gave me:


Please try with the below settings with IE8:

1.   Under Internet Options =Security Tab =Trusted Sites =Please add 
http://*.bmc.com and https://*.bmc.com sites in trusted site list.



2.   Make sure you have enabled Navigate Sub-frames across different 
Domains under Tools - Internet Options- Security - Custom Level - 
Miscellaneous - Navigate sub-frames across different domains and let me know 
the steps the user is following and the version of the browser.



3.   Under Tools - Internet options make sure that the HTTP1.1 settings 
should be enabled.



4.   Under Security Settings, the Active Scripting and Allow Paste 
Operations via Script must be enabled in order for the mid tier to work 
properly.



5.   To access these options in IE, choose Tools  Internet Options. Click 
the Security tab, and then click the Custom Level button.



6.   Also kindly request the customer to check with your network admin if 
there is any proxy server or net-caching device in their network. If it exists, 
kindly ask their 'network' team to flush/clear the cache and then check if he 
still gets the error.



7.   Please try accessing support site using different browser ex- Firefox.

FWIW,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Tuesday, April 12, 2011 12:28
To: arslist@ARSLIST.ORG
Subject: Re: BMC supportweb - Session Timeout/Invalid Session Errors

** Have you run into it this week?

Thanks,
Axton
On Tue, Apr 12, 2011 at 11:26 AM, Pargeter, Christie :CO IS 
cparg...@lhs.orgmailto:cparg...@lhs.org wrote:
I get it every now and again when I access the site.  Like the cookie
didn't fully time out.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Danny 
Kellett
Sent: Tuesday, April 12, 2011 8:50 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: BMC supportweb - Session Timeout/Invalid Session Errors

Fine for me
Kind regards
Danny

 I would like to find out if anyone out is continuing to experienc
 these issues when accessing the BMC supportweb interface.

 Axton

 The opinions, statements, and/or suggested courses of action expressed

 in this E-mail do not necessarily reflect those of BMC Software, Inc.

 My voluntary participation in this forum is not intended to convey a
 role as a spokesperson, liaison or public relations representative for

 BMC Software, Inc.

 __
 _ UNSUBSCRIBE or access ARSlist Archives at 
 www.arslist.orghttp://www.arslist.org
 attend wwrug11 www.wwrug.comhttp://www.wwrug.com ARSList: Where the 
 Answers Are



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Re: ITSM 7.5 Installation

[Murnane, Phil]

Gopal:

I'm pretty sure recent ITSM versions do not support multiple installs on the 
same OS instance.

Regardless of whether it would work or not, I'd recommend a separate instance 
of the OS anyway.  I've used database copy/restore in combination with either 
VM copy or clonezilla copy for the application server in the past with success. 
 This gets the job done quickly.

If you choose to copy the application server, contact BMC support to find out 
the current recommendation for re-running the product installers in order to 
update the application server host name in the database.  These will not be 
full runs of the installers because the installer will see that the product is 
already installed, it will only update the configuration in the database.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gopal-SRG
Sent: Friday, April 08, 2011 04:57
To: arslist@ARSLIST.ORG
Subject: ITSM 7.5 Installation

Hi List,
We are having an ITSM 7.5 App(Trail Version) installed on a UNIX box.

We need to install one more ITSM 7.5 App(Trail Version) for Training.
Can another ITSM 7.5 App can be installed on the same UNIX box or we need
different UNIX Box?

Please help us through.

Regards,
Gopal
-- 
View this message in context: 
http://old.nabble.com/ITSM-7.5-Installation-tp31349870p31349870.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Slow - Preconfig Stack 764 - Sandbox

[Murnane, Phil]

Terje:

Does the slowdown persist beyond the first hour (or two, maybe) after starting 
up the Remedy services?  I've seen Tomcat activity cause 1-2 hour slowdowns 
when the services are first started (this was on a combined 
application/mid-tier VM configuration), but after that time the responsiveness 
was good.

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Friday, April 08, 2011 10:01
To: arslist@ARSLIST.ORG
Subject: Re: Slow - Preconfig Stack 764 - Sandbox

Is your DB server physical or virtual?  Recommendation would be for the DB 
server to be physical due to the dependency on DB responsiveness for 
performance.


-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Friday, April 08, 2011 01:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Slow - Preconfig Stack 764 - Sandbox

The hardware reflects a potential production enviroment. 

3 servers in a virtual enviroment under VMWare ESX Server hosted by the same 
host. There are no firewalls or proxy between the servers. Running Windows 
Server 2008, 64 bits, E5405, 2GHz, 4 GB RAM.

SQL 2008.

The web server hold JDK 1.6.0_24 64 bits and Tomcat 6.0.20 64 bits. There will 
be 4 web servers. Number of concurent users is estimated to be 200 support 
staff and 250 requestes maximum 

Thanks,
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of vikram_k [vk0073...@techmahindra.com]
Sent: 08 April 2011 06:21
To: arslist@ARSLIST.ORG
Subject: Re: Slow - Preconfig Stack 764 - Sandbox

hi,

Can you confirm the hardware config of your machine?

Thanks,
Vikram

Terje Moglestue-2 wrote:

 I just installed a sandbox of running the Pre Config Stack of 764 in a
 Windows Server 2008, 64 bits environment. In total I got three servers DB,
 app and a separate web server for mid-tier.
 The install of the Pre-Config Stack 764 install both the apps and the mid
 tier on the same server.  A quick install of the mid-tier on the web
 server got allowed me to set the environment up the way I wanted. In terms
 of time spent the Preconf Stack installer is a time saver. Thank you BMC!
 Is it just me - but I find it all very slow! I have done most the basic
 tuning - but I still find it slow. Whatever I do - I am looking at the
 time glass. Well - I can more arround - submitt tickets, make changes,
 configure some data for my upcoming demo.
 I just find it slow! Or is it just me?
 ~
 Terje

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ITSM ...Workflow Folders

[Murnane, Phil]

All:

I'm trying to reduce the size of some of my VMs - does anyone know if it's okay 
to delete the various ...workflow folders under the ITSM install folder after 
the installation is finished?  They're taking up several GB of disk space.

Thanks for Any Responses!
--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/


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Re: Error 332, 330, and 301, v7.6.4

[Murnane, Phil]

Drew:

Back in the day, when Roles and Computed Groups were still pretty new, I'd have 
this happen every once in a while for non-Administrator group logins.  I never 
did find a really good fix for the issue back then, but sometimes performing a 
Modify on the relevant Role records would help.  Also, sometimes making some 
meaningless change to the Computed Group's 'Group Definition' would help 
(reorder the clauses or whatever).

FWIW,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Friday, April 08, 2011 12:12
To: arslist@ARSLIST.ORG
Subject: Re: Error 332, 330, and 301, v7.6.4

**
Misi, the app is in Production state. I've checked the Group, Role, and User 
forms and the data exists...the user is there, the group is there, the user is 
part of the group, the Role exists and the fields in question have the role on 
them.

Drew
On Fri, Apr 8, 2011 at 9:37 AM, Misi Mladoniczky 
m...@rrr.semailto:m...@rrr.se wrote:
Hi,

Do you have your app in status Dev/Test/Prod?

Have you checked the Group, Role and User forms to validate the data?

   Best Regards - Misi, RRR AB, http://www.rrr.sehttp://www.rrr.se/
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Re: **********Help with ARWARN [8911] ************

[Murnane, Phil]

Enslin:

Why form TEST:Dev-QA:AccessPerUser on first run and form 
MWEB:Dev-QA:AccessPerUser on second run?

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Enslin Van Blerk - MWEB
Sent: Wednesday, March 30, 2011 05:55
To: arslist@ARSLIST.ORG
Subject: **Help with ARWARN [8911] 

Hi everyone

I require some assistance please.

Scenario:
Regular Form

I have a Display Only form with two Character fields(varchar(3000)) Employee 
and Access ID. I have an Add button which will execute the Active Link which 
in turn will make use of the push fields action that will create an entry in a 
Regular form with the Push Field If condition of  ( $AccessID$ = 
'Request_ID_ServiceCAT') AND ( $Employee$ = 'Employee') [Create if No request 
match] and [Do Nothing if Any request match]. I also push the values from the 
Display form to the Regular form. 
Field Name: Value:
Request_ID_ServiceCAT   AccessID
EmployeeEmployee

*   The first time I run it, it works and create the entry in the Regular 
Form.
*   If I try to add the same entry with the same values in 
Request_ID_ServiceCAT and Employee it gives met the following message.
 ARWARN [8911] Some of the fields have been truncated from the 
results list because the total length of the fields and separators is greater 
than the maximum allowed 


Looking at the logs I cannot see why it gives me this particular message. 
Looking at the logs, every time I get the message(ARWARN [8911]) it does not 
try to write to another table either or what I can see in the logs.  Any help 
will be appreciated.

Thanks
Enslin

ActiveLink Logs:

ACTL Checking TEST:Dev-QA:PUSH-AccessUserForm (50)
ACTL - Passed qualification -- perform if actions
ACTL  0: Push Fields
ACTL To Schema TEST:Dev-QA:AccessPerUser on Server @

ACTL (536871246) = evanblerk
ACTL (536870926) = 318
ACTL (8) = Active LinkPUSH
ACTL (7) = 8

Database Logs:

SELECT 
T1664.C1,C7,C8,C536870913,C536870923,C536870914,C536870915,C536870917,C536870916,C536870918,C536870919,C536870920,C536870921
 FROM T1664 WHERE ((T1664.C536871246 = 'evanblerk') AND (T1664.C536870926 = 
'336')) ORDER BY 1 ASC
BEGIN TRANSACTION
UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 1664
SELECT nextId FROM arschema WHERE schemaId = 1664
INSERT INTO T1664 (C536871246,C536870926,C8,C7,C2,C3,C5,C6,C1) VALUES 
('evanblerk','336','Active 
LinkPUSH',8,'appadmin',1301461679,'appadmin',1301461679,'138')
INSERT INTO H1664 (entryId,T0,U0,T8,U8) VALUES 
('138',1301461679,'appadmin',1301461679,'appadmin')
COMMIT TRANSACTION

First ticket created successfully
*

Now I tried to push the same values thrice and this is all I see in the logging.
***

Database Logs:

SELECT 
T1664.C1,C7,C8,C536870913,C536870923,C536870914,C536870915,C536870917,C536870916,C536870918,C536870919,C536870920,C536870921
 FROM T1664 WHERE ((T1664.C536871246 = 'evanblerk') AND (T1664.C536870926 = 
'336')) ORDER BY 1 ASC
SELECT 
T1664.C1,C7,C8,C536870913,C536870923,C536870914,C536870915,C536870917,C536870916,C536870918,C536870919,C536870920,C536870921
 FROM T1664 WHERE ((T1664.C536871246 = 'evanblerk') AND (T1664.C536870926 = 
'336')) ORDER BY 1 ASC
SELECT 
T1664.C1,C7,C8,C536870913,C536870923,C536870914,C536870915,C536870917,C536870916,C536870918,C536870919,C536870920,C536870921
 FROM T1664 WHERE ((T1664.C536871246 = 'evanblerk') AND (T1664.C536870926 = 
'336')) ORDER BY 1 ASC

ActiveLink Logs:

ACTL /* Wed Mar 30 2011 07:02:15 */
ACTL Stop active link processing - On Control
ACTL /* Wed Mar 30 2011 07:02:17 */
ACTL Start active link processing -- Operation - On Control
ACTL For Schema - MWEB:Dev-QA:Request Access
ACTL Linked to field - bt_Add_saccess (536870910)
ACTL On screen type - CREATE
ACTL Checking MWEB:Dev-QA:PUSH-DataSpecialAccessUserForm (50)
ACTL - Passed qualification -- perform if actions
ACTL  0: Push Fields
ACTL To Schema MWEB:Dev-QA:AccessPerUser on Server @

ACTL /* Wed Mar 30 2011 07:02:19 */
ACTL Stop active link processing - On Control
ACTL /* Wed Mar 30 2011 07:02:20 */
ACTL Start active link processing -- Operation - On Control
ACTL For Schema - MWEB:Dev-QA:Request Access
ACTL Linked to field - bt_Add_saccess (536870910)
ACTL On screen type - CREATE
ACTL Checking MWEB:Dev-QA:PUSH-DataSpecialAccessUserForm (50)
ACTL - Passed qualification -- perform if actions
ACTL  0: Push Fields
ACTL To Schema MWEB:Dev-QA:AccessPerUser on Server @

ACTL /* Wed Mar 30 2011 07:02:21 */

Re: Floating users get a floating write token on read operations

[Murnane, Phil]

Conny:

I'd suggest turning on Filter (and maybe API  SQL) logging and re-testing with 
driver to see if there is any On Get workflow firing that might be updating 
something.  Maybe password management is involved?

FWIW,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Conny Martin
Sent: Friday, March 25, 2011 07:26
To: arslist@ARSLIST.ORG
Subject: Floating users get a floating write token on read operations

**
Hello All,

I searched the list but found no answer.

I have an issue where floating users are granted a write token on read 
operations. I verified this with driver to eliminate workflow that could 
trigger this behaviour. On the first GetListEntry the user is granted a write 
token, although this is not neccessary in my opinion. So every user who logs 
into the system only to check if there are tickets assigned to him is blocking 
a floating write token for at least one hour.

Has anyone else experienced this behaviour?

Kind Regards Conny

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Re: ARInside 3.0.2 released

[Murnane, Phil]

Axton:

Muchas Gracias!

--Phil

From: Axton [mailto:axton.gr...@gmail.com]
Sent: Thursday, March 17, 2011 01:12
To: arslist@arslist.org
Cc: Murnane, Phil
Subject: Re: ARInside 3.0.2 released

The site is now available.  Sorry for the inconvenience.

Axton
On Wed, Mar 16, 2011 at 10:05 AM, Murnane, Phil 
pmurn...@windwardits.commailto:pmurn...@windwardits.com wrote:
**
John, et al:

It appears that the arinside.orghttp://arinside.org web site is down?  Just 
trying to download the latest version.

Thanks for all your hard work on our behalf!
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Conny 
Martin
Sent: Friday, March 04, 2011 14:38
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: AW: ARInside 3.0.2 released

**
good job!!!

It has become really fast on documenting large installations.

Kind Regards Conny


Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] Im Auftrag von 
Luthgers, John
Gesendet: Dienstag, 1. März 2011 12:32
An: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Betreff: ARInside 3.0.2 released
**
Hello all,

Do you know ARInside? I hope so. For those who don't: ARInside is a free 
open-source utility to create a static html documentation of your AR-Server. If 
you need something to quickly browse through your workflow, ARInside might be 
worth a try.

Today I'm pleased to announce the release of ARInside 3.0.2. It has some new 
features, lots of bugfixes and other improvements.

Just to name a few:
- documentation improvements
- 64-bit platform support
- experimental support for Solaris and AIX
- basic ARS 7.6.x support
- huge performance plus on big installations

Please check the What's New page at 
http://arinside.org/wiki/ARInsideWhatsNew302 to learn more about it.

I hope the new version is helpful to some of you. The download is available at 
http://arinside.orghttp://arinside.org/.

As always I'm looking for new ideas or suggestions. You can send me a mail, use 
the arinside-misc-list or open a ticket at http://arinside.org/newticket. Thank 
you.


John


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Re: ARInside 3.0.2 released

[Murnane, Phil]

John, et al:

It appears that the arinside.org web site is down?  Just trying to download the 
latest version.

Thanks for all your hard work on our behalf!
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Conny Martin
Sent: Friday, March 04, 2011 14:38
To: arslist@ARSLIST.ORG
Subject: AW: ARInside 3.0.2 released

**
good job!!!

It has become really fast on documenting large installations.

Kind Regards Conny


Von: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Luthgers, John
Gesendet: Dienstag, 1. März 2011 12:32
An: arslist@ARSLIST.ORG
Betreff: ARInside 3.0.2 released
**
Hello all,

Do you know ARInside? I hope so. For those who don't: ARInside is a free 
open-source utility to create a static html documentation of your AR-Server. If 
you need something to quickly browse through your workflow, ARInside might be 
worth a try.

Today I'm pleased to announce the release of ARInside 3.0.2. It has some new 
features, lots of bugfixes and other improvements.

Just to name a few:
- documentation improvements
- 64-bit platform support
- experimental support for Solaris and AIX
- basic ARS 7.6.x support
- huge performance plus on big installations

Please check the What's New page at 
http://arinside.org/wiki/ARInsideWhatsNew302 to learn more about it.

I hope the new version is helpful to some of you. The download is available at 
http://arinside.orghttp://arinside.org/.

As always I'm looking for new ideas or suggestions. You can send me a mail, use 
the arinside-misc-list or open a ticket at http://arinside.org/newticket. Thank 
you.


John


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Re: Problem installing russian ARS/ITSM 7.6.04 on 64bit Win2008/MS SQL 2008

[Murnane, Phil]

Dmitry:

IIRC, there's a tech note in BMC's knowledge base that may help here. Search 
for AIS.  Also, there's something in the Release Notes about a known AIS error 
that might be relevant.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Thursday, March 10, 2011 11:49
To: arslist@ARSLIST.ORG
Subject: Re: Problem installing russian ARS/ITSM 7.6.04 on 64bit Win2008/MS SQL 
2008

Try updating the hosts file with the actual IP to server name like
192.168.0.110   remedy

If remedy is already mapped to localhost then remove it

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug78
Sent: 10 March 2011 16:20
To: arslist@ARSLIST.ORG
Subject: Problem installing russian ARS/ITSM 7.6.04 on 64bit Win2008/MS SQL
2008

We use the Amazon.com virtual infrastructure services for our test
environment.

The server is:

CPU: Intel Xeon - E5430

RAM - 7,5 Gb

OS: 64-bit Windows Derver Datacenter 2008 SP2

Regional settings - Russian.

DBMS: MS SQL 2008 64-bit; we use UTF8 for Remedy Database.


ARS 7.6.04 installs ok, but right after we install the Atrium Core we
get the following error, when trying to open the Impact Simulator from
the Atrium Console:

ARERR [8760] Cannot establish a network connection to the AR System
Plug-In server.


When trying to open/create vendor forms we can see only the following
plug-ins in the list:

REMEDY.ARDBC.SERVER.ADMINISTRATION

REMEDY.ARDBC.FLASHBOARD.FORM

and we get the same error (8760), if the form uses the different plug-
in.


The logs are ok, no errors and plugin server starts ok either. We
tried both 1.5 and 1.6 Java versions 32 and 64 bits, but the error
remains the same. We tried to switch off the windows firewall - no
chance, didn't help. Now the firewall is on, with the corresponding
plugin ports opened - didn't help.


Here is the AR.CFG file:

ar.cfg start

Server-Name: remedy

Server-directory: d:\Program Files\BMC Software\ARSystem\ARServer\Db

Multiple-ARSystem-Servers: T

Register-With-Portmapper: T

TCD-Specific-Port: 0

Alternate-Approval-Reg: T

Currency-Ratio-Client-Refresh-Interval: 60

Homepage-Form: AR System Customizable Home Page

Locale-List: en;ru

Required-Field-Identifier: *

Required-Field-Identifier-Location: 1

Db-name: ARSystem

Db-user: REMEDY\Administrator

Db-Character-Set: UTF-16

Sybase-Server-Name: REMEDY

SQL-Secure-Connection: T

Db-password:
E6kjDDx4R6+6v7GEqhYzoMA2EPepg3RzBwVv0SXXLdoBxxxp446F9UslhXpvYDIupQ/a3T
+YcWk/ZcMfpUnYch13Hn0lILZ2OGvW1wwMqzf/i8nSUJf13A==

DSO-User-Password: SPVOqIkBv85XYz3LxZ
+uH3si96TaWfOxs5h0JVo3e2mdw9CPYSDvFznnjBc7HgKnNj9m6WC3OSyaTvh1vKo4gLEbvwfX
+G0PTacizdZIO5QmOraMH3P56Q==

Full-Text-Configuration-Directory: d:\Program Files\BMC Software
\ARSystem\ftsconfiguration\conf

Full-Text-Collection-Directory: d:\Program Files\BMC Software\ARSystem
\ftsconfiguration\collection

Application-Enable: T

Approval-RPC-Socket: 390680

AE-Log: OFF

AE-Trace: OFF

Filter-Api-Timeout: 180

Private-RPC-Socket:  390601   1   1

Private-RPC-Socket:  390603   1   1

Private-RPC-Socket:  390620   2  12

Private-RPC-Socket:  390621   5  16

Private-RPC-Socket:  390635   2   8

Private-RPC-Socket:  390680   2   2

Load-Shared-Library-Path: d:\Program Files\BMC Software\AtriumCore\cmdb
\server64\bin

Plugin: ardbcconf.dll

Plugin: reportplugin.dll

Plugin: ServerAdmin.dll

Plugin: FlashboardObject.dll

Plugin: d:\Program Files\BMC Software\ARSystem\arealdap\arealdap.dll

Plugin: d:\Program Files\BMC Software\ARSystem\ardbcldap
\ardbcldap.dll

Plugin: d:\Program Files\BMC Software\ARSystem\approval\bin
\arapprove.dll

Plugin: d:\Program Files\BMC Software\AtriumCore\cmdb\server64\bin
\libcmdbconsolefilterapi7603.dll

Plugin-Loopback-RPC-Socket: 390626

Plugin-Path: d:\Program Files\BMC Software\ARSystem

Plugin-Path: d:\Program Files\BMC Software\ARSystem\pluginsvr

Plugin-Path: d:\Program Files\BMC Software\ARSystem\arealdap

Plugin-Path: d:\Program Files\BMC Software\ARSystem\ardbcldap

Plugin-Path: d:\Program Files\BMC Software\AtriumCore\cmdb
\server64\bin

Load-Shared-Library: cmdbsvr7603_win64.dll

CMDB-Inline-Normalization: F

CMDB-Install-Directory: d:\Program Files\BMC Software\AtriumCore\cmdb

RE-Log-File-Location: d:\Program Files\BMC Software\AtriumCore\Logs

Server-Plugin-Alias: ARSYS.ARF.REGISTRY ARSYS.ARF.REGISTRY remedy:

Server-Plugin-Alias: ARSYS.ARDBC.REGISTRY ARSYS.ARDBC.REGISTRY remedy:


Server-Plugin-Alias: ARSYS.ARDBC.ARREPORTENGINE
ARSYS.ARDBC.ARREPORTENGINE remedy:

Server-Plugin-Alias: ARSYS.ARF.QUERYPARSER ARSYS.ARF.QUERYPARSER
remedy:

Server-Plugin-Alias: ARSYS.ALRT.WEBSERVICE ARSYS.ALRT.WEBSERVICE
remedy:

Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE remedy:


Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS remedy:9998

Server-Plugin-Alias: BMC.FILTERAPI.NORM.ENGINE
BMC.FILTERAPI.NORM.ENGINE 

Re: Tomcat on Windows Server 2008 R2 64bit with IIS

[Murnane, Phil]

All:

Just for posterity's sake, there is a minor change to these steps if 64-bit 
Java is being used, which is now supported for ARS 7.6.04:

Skip the Enable 32-bit applications... step -- if this step is performed, 
then IIS won't be able to load the 64-bit Jakarta ISAPI redirector (at least I 
think this is the reason).  Regardless, if this step is skipped, then it seems 
to work.

Thanks, Ken, for doing the heavy lifting on this.

Just FYI,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Thursday, January 14, 2010 18:09
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat on Windows Server 2008 R2 64bit with IIS

I got it working.

There were several issues in this scenario. Jakarta wasn't installing with 
Tomcat, IIS 6 compatibility wasn't enabled, 32 bit apps needed to be enabled, 
etc.

Basically I had to work through the knowledgebase article shown below. I had to:

*  Uninstall Mid-Tier and Tomcat
*  Make sure the following Roles were installed on the server - IIS 6.0 
compatibility, IIS6 WMI Compatibility, IIS6 Scripting Tools, ISAPI Filters and 
ISAPI extensions, CGI, IIS6 Metabase Compatibility
*  Enable 32 bit applications in IIS Manager Advanced settings
*  Restart IIS
*  Install Mid-Tier and Tomcat (Jakarta should install properly this time)
*  In IIS Manager go to the 'ISAPI and CGI Restriction' icon and add an entry 
for Jakarta pointing to the isapi_redirect.dll file
*  Then follow instructions on http://support.microsoft.com/kb/942076 to allow 
double escaped security.


This is the Self Help Document on BMC's knowledgebase that helped me get it 
working.

Doc ID: 20016123
Title: Mid-tier install failed on Windows 2008 with IIS 7 - receiving HTTP 404 
or 500 responses
http://rkm.bmc.com/rkm/viewdoc.jsp?remedy=1doc=20016123sid=4141610type=Publishedterms=searchTermsuser=Self%20Help

Thanks to all,
Ken.
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Thursday, January 14, 2010 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Tomcat on Windows Server 2008 R2 64bit with IIS

This may help you:
http://tomcat.apache.org/connectors-doc/webserver_howto/iis.html


Take a note on the part:
Configuring the ISAPI Redirector

--
Jarl

2010/1/14 Cecil, Ken kce...@hubbell.com:
 **
 I just installed ARS 7.5 and Mid-Tier with Tomcat. I am trying to get 
 the Mid-Tier working.  Right now when I go to 
 http://localhost/arsys/shared/config/config.jsp I get an HTTP Error 
 404.0 Not found error.

 I think it may have something to do with getting Tomcat configured 
 correctly. Has anyone done this on 2008? What extra steps are required 
 after the AR install routine?

 I saw these post installation instructions in the ARS Installation 
 Guide unfortunately it looks like they only apply to server 2003 since 
 I don't even have that directory or scripts they mention.



 To run Tomcat with IIS on Windows 2003 Server x64

 Install the mid tier, and choose Tomcat as the JSP engine.
 In a command window, change directories to C:\Inetpub\AdminScripts.
 From the command window, run the following command:

 cscript.exe adsutil.vbs SET W3SVC/AppPools/Enable32BitAppOnWin64 1

 This step enables 64-bit IIS to run 32-bit processes.

 From the command window, run the following command:

 cscript.exe C:\WINDOWS\system32\iisext.vbs /AddFile C:\Program Files 
 (x86)\Apache Software Foundation\Jakarta Isapi 
 Redirector\bin\isapi_redirect.dll 1 jakarta 1 jakarta

 This step adds and enables the Jakarta Isapi Redirector web service 
 extension.

 Stop and restart IIS.




 Thanks for your help,
 Ken.


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Re: Development environment refresh with Production - Guidlines

[Murnane, Phil]

Vaibhav:

The most common way I've seen to copy a production server to development is by 
either database backup/restore (for MS SQL) or expdp/impdp (for Oracle).  Just 
backup/export from the production server database and restore/import to the 
development server database.  You might have to update the development server 
ar.cfg (or ar.conf on *nix) and modify the database related lines.  I think 
BMC's knowledgebase has a couple articles about how to do this.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Vaibhav Singhal
Sent: Wednesday, December 22, 2010 21:57
To: arslist@ARSLIST.ORG
Subject: Development environment refresh with Production - Guidlines

**
Hi All,

We are going to perform DB refresh of Development environment from our 
Production Remedy Box.
We already have managed about the code that is not yet in Production.

Can anyone suggest some common config changes that are required after this kind 
of refresh?


Regards,
Vaibhav




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Re: Java Developer needed for full time job in Chicago, IL. Must have BPEL, ESP, and Oracle experience and be a US Citizen or Green Card Holder

[Murnane, Phil]

David:

We respectfully request that you keep posts to the ARSlist limited to topics 
related to the family of BMC Remedy AR System and related products.  There are 
many, many more suitable places on the internet for Java Developer Wanted 
postings.

Thank You,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Frankfater, David
Sent: Wednesday, November 17, 2010 10:54
To: arslist@ARSLIST.ORG
Subject: Java Developer needed for full time job in Chicago, IL. Must have 
BPEL, ESP, and Oracle experience and be a US Citizen or Green Card Holder

**

We have a full time opening for Java developer.  Do you know of anyone that 
might be interested?



Responsibilities:



* Participate as a team member in the application development area.

* Learn business functions to effectively participate in technical 
analysis, design, construction and implementation.

* Code solutions to problems using a structured approach keeping in mind 
long term maintainability and quick accessibility.

* Test coded solutions properly against customer acceptance criteria to 
ensure a quality application

* Document consistently and accurately on all application projects. All 
technical documentation (new development and maintenance) should be complete, 
understandable and accessible.

* Communicate and maintain a productive working relationship with user base 
of product/service line as well as all appropriate parties to an assignment, 
both internal and external to IT.

* Report appropriate and correct status to project leadership, manager and 
Director.

* Improve knowledge in new technologies in order to use them in approved 
projects; participate on special projects as assigned.

* Completes other projects and duties as assigned.



Qualifications:



To perform this job successfully, an individual must be able to perform each 
essential duty satisfactorily.  Below are the minimum requirements of the 
education, experience, knowledge, and skills required to competently perform in 
this position.  Reasonable accommodations may be made to enable individuals 
with disabilities to perform the essential functions.



* BS/MS in Computer Science or equivalent experience

* 1+ years experience with various operative environments, toolsets and 
development methodologies

* Experience with Java, J2EE/JavaEE, Web services, SQL required

* Experience with BPEL, ESP, and Oracle Database required.

* Experience with SOA, XML, XSLT, PL/SQL preferred

* Understanding of RAD, SDLC, Client Server/Distributed Application Design 
and Development

* UNIX, Client/Server, PC Development Tools, Internet/Intranet

* Ability to collaboratively identify potential solutions and effectively 
communicate benefits

* Understanding of business processes, project management/planning, time 
management

* Ability to communicate effectively with teams, peers, clients

* Must be motivated and  be able to contribute in fast paced environment 
while maintaining quality of performance

* Must have at least one year experience developing and designing 
object-oriented programs using Java.


Kind regards,

David

David Frankfater
Column Technical Services
Toll Free 1-866-265-8665 Ext. 332
Cell 630-664-5800
Fax 630-271-1487
dfrankfa...@columnit.com
www.columntech.com

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Re: DNS entry for Server Group

[Murnane, Phil]

Christopher:

Ran into a customer a while back who had two stand-alone ITSM 7.5 servers they 
wanted to reconfigure to a server group, and BMC provided the following 
procedure:

1.  On second AR Server, please run the same version of ARS installer again 
and select Share mode during the installation.
2.  Also please select the Orcl1 database during the installation, so that 
both AR Servers will connect to single database (i.e. Both will be sharing same 
database in Server Group).
3.  Then on Second server run same version of CMDB installer and run it in 
share mode.
4.  You don't have to reinstall ITSM or other applications,
5.  After the installation you can make configuration changes in both 
servers ar.cfg, also you can make necessary changes in Operations Ranking form.

Oh, the starting configuration was ITSM1 on Orcl1 and ITSM2 or Orcl2.

This looks like a variant of your second effort except instead of installing a 
member server into a server group, both servers are build independently and 
then merged into a group.  Maybe in this procedure the Atrium installer will 
run after ITSM2 is pointed to Orcl1?

Just a Thought,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Monday, November 15, 2010 17:04
To: arslist@ARSLIST.ORG
Subject: Re: DNS entry for Server Group

I tried a different approach the end of last week, and hit another brick wall 
today, but in answer to your question yes, I did get the member server to take 
over admin opns when I took the admin server down and left it down.  The Server 
Group Check Interval was at the default (60 sec) and the Delinquent Threshold 
at 2, and about three minutes after I downed the admin server the member server 
changed its seven -Suspended flags from T to F and cleared the three 
Disable flags in the Server Information - Configuration tab.  The email service 
on the member server resumed and connected to that server.  The flashboards 
server function _appears_ to have moved over (the Change Management Dashboard 
is working), but the logs are full of connection errors and puking java so it's 
hard to say; the errors seem to be against the AR Server that each instance was 
NOT installed against, so maybe it's normal.

What I can't test is the failover of the CMDB and Reconciliation services - 
because they absolutely refuse to install on the member server.  In this test, 
I completely installed a fresh stack of 7.6.03 software - ARS, Atrium, ITSM, 
SRM, RKM, SLM - as a stand-alone server, and then installed a second AR Server 
to share the same database.  ARS installs fine, and configured successfully (I 
think) as a server group - I rebooted both servers until they settled down and 
stopped changing their ar.cfg files.  Unfortunately, Atrium refuses to install 
on the member server with the server group active, and it HAS to be active 
since you don't want it writing over the existing CMDB.  The error is [BMC 
Atrium CMDB - This feature cannot be installed on a remote AR server].  If you 
go on and install AIS and AIE, AIE installs (and cannot be uninstalled since 
the idiot uninstaller will COMPLETELY REMOVE the AIE system from the db even if 
other instances remain installed), and the AIS service installs, but none of 
the plugin entries are added to the ar.cfg so the AIS test generates plugin 
errors.

You may recall that in the previous test I installed the two AR Servers, 
configured the server group, successfully installed Atrium on the admin server 
AND on the member server (in that run it detected the server group and 
installed properly, I think), and then completely failed to install ITSM 7.6.03 
properly on ANY server.  It's like the various 7.6.03 application installers 
are completely lost in a server group environment, no matter which way you 
throw the switches.  My conclusion so far is that even if you eventually manage 
to hack and band-aid the installs until you finally forced the apps to install 
in a server group (and so far I haven't even come close to achieving that), 
they will be unfit to put into production because it will be impossible to 
maintain them with patches or upgrades.  Maybe this stuff works better in the 
*nix world, but I'll never know; it certainly isn't working in plain-Jane 
Windows 2003 Server x64.  Maybe it's only supposed to work for the AR Server 
underneath custom or non-BMC applications.

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 Murnane, Phil
Sent: Thursday, November 11, 2010 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: DNS entry for Server Group

Christopher:

Did you ever get you 7.6.03 server group to fail over properly?  I have a 
customer that's planning to update their 7.1

Re: ARERR 1900: No Applications in Application List

[Murnane, Phil]

Elry:

I've run into something similar where the links are displayed but don't work 
when clicked.  In our case it was a Windows security policy for IE that was the 
root cause.  Our fix in Windows Server 2003 was to enable Active Scripting in 
the policy under Computer Configuration-Administrative Templates-Windows 
Components-Internet Explorer-Internet Control Panel-Security Page-Local 
Machine Zone.

FWIW,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Monday, November 15, 2010 15:51
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 1900: No Applications in Application List

Sounds like yours is a different situation than ours, but when I saw that, it 
turned out to be a damaged AL guide.  Finding it was a pain, but once we found 
it and could restore it, it was a simple fix.

Anne Ramey
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-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Elry
Sent: Monday, November 15, 2010 2:21 PM
To: arslist@ARSLIST.ORG
Subject: ARERR 1900: No Applications in Application List

Hi Guys...

I have seen several posts for this issue.  We have a situation where a
number of microsoft patches were applied to our servers over the
weekend.  We have a Development and a Staging environment that are all
on VMWare, but our production environment are three tiered standalone
servers.

Specs:

Windows Server 2003
MSSQL Database 2005
ARS 7.5 Patch 2

Only our Production environment appears to be affected.  Our homepage
refuses to display an application list.  This is true for all clients
and for the mid-tier as well as the WUT.  Now we have tried the
following:

1)  regsvr32 c:\windows\system32\msxml3.dll at Start - Run.
2)  Removing and re-installing clients.
3)  Clearing Client caches.
4)  Restarting the Services.
5)  Re-booting Application  Database Servers.

Are there other files like msxml3.dll that may be problematic when
rendering Application lists. Can anyone lend a helping hand?

Thanks.

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Re: Integration between Remedy and IBM Rational Doors

[Murnane, Phil]

Nyall:

I’ve never heard of a direct integration, but if Doors stores its data in a SQL 
schema, then you could build a bi-directional sync using AIE.  AIE also works 
with XML and CSV files, so if Doors can export/import either of these on a 
scheduled basis, then you could build an integration that way, too.

There are also other Remedy-based solutions such as View forms plus 
filter/escalation processing that could possibly be built.

And then AR System supports C  Java APIs also, so you could just write an API 
program to support the integration.  Hopefully Doors’ API is one of those two.  
Come to think of it, there’s Perl and Python compatible APIs, too.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of MCCAVITT Nyall
Sent: Thursday, November 11, 2010 03:18
To: arslist@ARSLIST.ORG
Subject: Integration between Remedy and IBM Rational Doors

**

Hi,

I was wondering if anyone had heard of an integration mechanism between Remedy 
and IBM Rational Doors. Apparently there is no such thing as a webservice 
available for DOORS but just an API based on their proprietary DOORS eXchange 
Langauge (DXL).

Any pointers would be helpful.

Thanks in advance.

Nyall

__

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Software Engineer

CND/COE/VI/SQ

Tel:  +33 1 69 88 73 02

Fax: +33 1 69 88 72 21

Mobile: +33 6 64 85 96 23

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Re: DNS entry for Server Group

[Murnane, Phil]

Christopher:

Did you ever get you 7.6.03 server group to fail over properly?  I have a 
customer that's planning to update their 7.1 ARS server groups, and we're 
trying to figure out whether 7.5 or 7.6 is best for now.

Thanks!
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Monday, November 01, 2010 17:57
To: arslist@ARSLIST.ORG
Subject: Re: DNS entry for Server Group

Off-list hints led me to add an A record in the Active Directory DNS in my 
forest for each IP address - the admin server and the member server - for the 
common server name alias.  That name does not need to be added to campus DNS 
since it is only used by the servers to communicate amongst themselves.

Today I started trying to test fail over of things like the mail system or the 
entire AR system, with no success at all.  The mail server on the failover AR 
server never picks up the work - it remains suspended when the admin server 
mail service is shut down.  It also remains suspended when I shut the entire 
admin server down, and in fact does not take over as the admin server - it 
starts crashing the armonitor and ar service constantly, with an ARERR - 90 
against its own server name.  When I rebooted the member server without the 
admin server running, the ar monitor crashed a half dozen times complete with a 
popup faulting error.  When I rebooted both of them (after updating the hosts 
file on each with a pointer to the shortname of the server and the server group 
alias) they both either pop up application fault errors or crash continuously 
in the arerror.log or report unavailability of the FTS Plugin.  Impressive.

Since I have followed the server group configuration docs to the letter in 
almost every section (did not config Alerts), I am becoming convinced that 
server groups in 7.6.03 are completely dead on arrival.  Depending on which 
server reboots first, one will constantly crash the arserver.exe, and the other 
will spit out plugin server errors or FTS plugin errors or both, and errors 
about not being able to connect to its own local AR Server (the ARERR 90's).  
There are no apps on this lash-up, just the two AR Servers, and they are 
behaving so badly today that I'm just going to shut them down.  I'll open a 
ticket to support and give them a shot at the log files before abandoning the 
entire concept (of server groups).

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 Murnane, Phil
Sent: Thursday, October 28, 2010 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: DNS entry for Server Group

Funny you should mention this Christopher, I just had to do the same thing for 
a client.  It seems the normal configuration is to point all ARS clients (user 
tool, mid-tier, API, etc) to the load balancer alias name, which is also the 
name of the server group.  The load balancer then does its job and spreads the 
load among the group member servers.  Since each member of the group knows the 
load balancer alias as itself, it doesn't really matter which server handles 
any given transaction (speaking generally, in practice there are sticky 
session matters to deal with).  So what to do if you're not using a load 
balancer?

We followed the instructions in the AR System guide for managing server groups 
and then added one additional step of our own -- for each host that will run an 
ARS client, we manually updated the hosts file to resolve the server group name 
to one of the group member server's IP address.  We estimated the load each 
client would generate, and tried to balance that load across the member 
servers.  Of course if a client is running on a member server, then it's 
efficient to have the server group name resolve to 127.0.0.1 (or the 
equivalent).  It's important to note that all clients are configured with 
server name = group name except for admin class clients, who always have server 
name = admin server name.

HTH,
--Phil

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Re: DNS entry for Server Group

[Murnane, Phil]

Christopher:

Thanks for the detailed insights into your experience!  I'm sure they will 
benefit many on the list.  I'll probably end up following your advice and 
recommend either a monolithic server or a non-grouped shared database.

Thanks Again,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, November 11, 2010 14:56
To: arslist@ARSLIST.ORG
Subject: Re: DNS entry for Server Group

I never got the apps to install properly - ITSM 7.6.03 refused to install in a 
server group environment, even with the admin server that I was installing on 
taken out of the group.  As a result I never even got to try the SRM, RKM, and 
SLM installations.  I just finished bring the same server up completely with 
all apps in standalone mode - the cleanest install I've had lately except for 
RKM, and am debating just adding servers to the same db (no server group).  I 
_might_ try to build a server group on the complete stack, but with the 
expectation that server groups are a black hole that you can pour time and 
energy into without ever finding the bottom.  Needless to say, I am not 
impressed.  It's no accident that there are dozens of KB articles on 7.x server 
group problems, and they are not exhaustive of the issues (nor always in 
agreement on the solutions).

BTW, one lesson learned (now that you have to install FTS to support RKM) is 
that the ARS installer adds FTS to the ar.cfg incorrectly using the FQDN:
Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername.domain.unt.edu:9998
You won't notice it until you try to index something (we've never had FTS 
before, plus this is a brand new one in 7.6.03, so we would never have 
noticed), OR until you try to install RKM 7.6.03.
It has to be changed to:
Server-Plugin-Alias: ARSYS.ARF.FTS ARSYS.ARF.FTS servername:9998
...preferably before the install.  During my RKM install, it generated 177,000 
error entries in the arerror.log when I didn't change it, but left it as 
installed by ARS 7.6.03 with the FQDN.

Most of the errors that I have encountered in the server group testing involved 
plugin errors, and of course a lot of the plugins were converted from C to java 
in 7.6.03 so I don't expect them to work as reliably as they once did, anyway.  
The installers - ARS, Atrium, and the apps - like to switch between short 
server name and FQDN in how they define the Server-Plugin-Aliases, and I think 
that is a _major_ part of the problem, which becomes a fatal error in a server 
group.  Until BMC sorts this out completely - and DOCUMENTS it, it may be more 
trouble than it's worth.

The only people who have responded to me with information that are actually 
using server groups successfully (after numerous support tickets and changes to 
the ar.cfg/conf file) are on 7.5.00.006 or earlier, not 7.6.03.  I cannot 
recommend 7.6.03 for server groups (yet;...ever??) without more testing than I 
probably have time for.  It is more important to me to migrate to the 7.6.03 
apps than to get server groups working, so I will not re-visit a 7.5/7.6.00 
implementation, but will probably limit myself to having multiple servers on 
the same db.  You may find 7.5 a safer route, since it sounds like a lot of 
sites (on arslist) have successfully upgraded their AR servers to 7.5 
underneath the 7.0.x (or custom) applications.

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 Murnane, Phil
Sent: Thursday, November 11, 2010 1:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: DNS entry for Server Group

Christopher:

Did you ever get you 7.6.03 server group to fail over properly?  I have a 
customer that's planning to update their 7.1 ARS server groups, and we're 
trying to figure out whether 7.5 or 7.6 is best for now.

Thanks!
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Monday, November 01, 2010 17:57
To: arslist@ARSLIST.ORG
Subject: Re: DNS entry for Server Group

Off-list hints led me to add an A record in the Active Directory DNS in my 
forest for each IP address - the admin server and the member server - for the 
common server name alias.  That name does not need to be added to campus DNS 
since it is only used by the servers to communicate amongst themselves.

Today I started trying to test fail over of things like the mail system or the 
entire AR system, with no success at all.  The mail server on the failover AR 
server never picks up the work - it remains suspended when the admin server 
mail service is shut down.  It also remains suspended when I shut the entire 
admin server down, and in fact does not take over as the admin server - it 
starts crashing the armonitor and ar

Re: Validating an ACTL Run-If statement against a search type menu value

[Murnane, Phil]

Data validation is usually better handled with filters instead of active links. 
 That being said, the general approach is

1st form:
  Add (or identify) a scratch character field (scratch_char)
1st filter
  On submit, on modify, on merge
  Run if: [leave blank]
  1st action
Set fields from 2nd_form
  Set fields if: 2nd_form_field = 1st_form_field
  Set scratch_char = request_id
  Multi-match = use first
  No match = set to NULL
2nd filter
  On submit, on modify, on merge
  Run if: scratch_char = $NULL$
  1st action
Error message
  Else 1st action
Set fields
  Scratch_char = null

Note that you may want to be more restrictive on the 1st filter set fields if 
qualification -- it's usually similar to the search criteria of the menu 
attached to 1st_field_form.

HTH,
--Phil
  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Christine
Sent: Thursday, October 28, 2010 14:42
To: arslist@ARSLIST.ORG
Subject: Validating an ACTL Run-If statement against a search type menu value

I have a field on one form that utilizes a search type menu (which
references a field on another form). I need to create an ACTL for the
first form where the Run If statement says 'If field value is ABC or
XYZ where ABC or XYZ is a field value on the second form.

The Search-type menu has more options than ABC or XYZ.

Does anyone have an example of how I can validate the chosen field
value on the first form against the multiple field value entries on
the second form?

ARS 7.1.00 Patch 002
Incident 7.0.03 Patch 007

Thanks,
Christine

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Re: DNS entry for Server Group

[Murnane, Phil]

Funny you should mention this Christopher, I just had to do the same thing for 
a client.  It seems the normal configuration is to point all ARS clients (user 
tool, mid-tier, API, etc) to the load balancer alias name, which is also the 
name of the server group.  The load balancer then does its job and spreads the 
load among the group member servers.  Since each member of the group knows the 
load balancer alias as itself, it doesn't really matter which server handles 
any given transaction (speaking generally, in practice there are sticky 
session matters to deal with).  So what to do if you're not using a load 
balancer?

We followed the instructions in the AR System guide for managing server groups 
and then added one additional step of our own -- for each host that will run an 
ARS client, we manually updated the hosts file to resolve the server group name 
to one of the group member server's IP address.  We estimated the load each 
client would generate, and tried to balance that load across the member 
servers.  Of course if a client is running on a member server, then it's 
efficient to have the server group name resolve to 127.0.0.1 (or the 
equivalent).  It's important to note that all clients are configured with 
server name = group name except for admin class clients, who always have server 
name = admin server name.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, October 28, 2010 16:20
To: arslist@ARSLIST.ORG
Subject: DNS entry for Server Group

I am experimenting with a server group for 7.6.03, but had not planned to use a 
load balancer for a variety of reasons.  This is driven in part by the need to 
run multiple mid-tiers with different settings for different groups, as we may 
be forced to make mid-tier primary in 7.6.03 because so many parts of the 
applications no longer work at all in the User Tool (RKM in particular).  We 
need an admin mid-tier on the admin server (only one allowing the forms list), 
helpdesk mid-tier on a support staff server (longer timeouts - all use fixed 
licenses), and a general mid-tier for other support staff with mostly floating 
licenses (shorter timeouts), and possibly for customer access to RKM.  Some day 
we may need another mid-tier optimized for SRM if/when we implement it; today 
the Kinetic Request application has its own web server.  My current 7.6.03 
installs place the mid-tier on the AR Server - currently using IIS since the 
distributed tomcat 6.0.18 installs refuse to do SSL via OpenSSL/PKCS, and the 
7.6.03 mid-tier refuses to work properly with the current 6.0.29 tomcat 
distribution (which does support SSL).  These still aren't entirely stable - on 
two of them the tomcat dies overnight, leaving the Jakarta Isapi redirector 
down - killing the mid-tier.  These are 2 cpu/8 core/16 thread machines with 12 
to 24 gb of RAM, so horsepower isn't an issue.

I still need to define a common server name alias for the server group in DNS.  
All of the member servers (Windows Server 2003 Ent x64, 2003 R2 Ent x64, or 
2008 R2 Ent x64) are registered in both my AD Forest/DNS and the campus DNS 
under the FQDN.  They are only resolvable by short name within my forest, 
although I know that our campus DNS can have an alias to a short name if I need 
it.  Mid-tiers within the forest have no problem resolving an AR Server on 
another machine by the short name since they are all in the same forest/domain 
DNS.

Since I am not using a load balancer, I think that the server alias name for 
all of the server group members can be a short name registered only in my AD 
DNS; nothing will ever refer to it from outside my forest (will it?).  What I 
am not sure of (not a DNS jockey at all...) is what has to be in the record.  
Is the alias supposed to point to all of the IP addresses for all of the server 
group member servers?  Does anything ever actually USE the alias to connect to 
one or more of the servers?  I guess that I might bring up a common mid-tier 
that points at it (that _should_ work since the mid-tier will be able to 
resolve it in my DNS, and the mid-tier will be in campus DNS by FQDN), but for 
now we will be directing the different clienteles to separate mid-tiers 
co-located on the appropriate functional servers for their purposes.

Every bit of this is radically different from our current ARS 7.1 setup with a 
single AR Server, a single mid-tier server, and a separate RKM 7.2 server, so I 
really need some insight from anyone who has already fought the battle of 
implementing server groups (and won, I hope).  The server group alias name has 
me stuck for now, since it does not exist and isn't in any DNS yet. The docs 
and the BMC knowledgebase don't get me to an answer on how to set it up.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/

ARS 7.1 and ITSM 7.0.03 Server Group Build

[Murnane, Phil]

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/


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Re: ARS 7.1 and ITSM 7.0.03 Server Group Build

[Murnane, Phil]

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@ARSLIST.ORGmailto: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

Re: Hammingbird SearchServer Installation

[Murnane, Phil]

Moe:

Installation steps are listed in the RKM 7.2 patch 003 ReadMe 
(RKM7.2.00.003-ReadMe.pdf), and are also probably in later versions of the RKM 
Install and/or patch documents.

HTH,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Moe Abdelaziz
Sent: Sunday, August 15, 2010 12:34
To: arslist@ARSLIST.ORG
Subject: Hammingbird SearchServer Installation

Are there any installation documenatations for the Hammingbird 
SearchServer 6.1?

Current environment:
Win2k3 SP2 Appserver
Win2k3 SP2 SQL 2005 DBserver
Win2k3 SP2 with Tomcat 6.0 Webserver mid-tier

Should hammingbird be installed on the webserver or the appserver? I am 
planning on installing RKM and SRM on the webserver mid-tier environment.

Please if you have any installation docs or steps to follow to properly 
install Hammingbird, let me know.

Thanks.

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Re: RKIM 7.2 Kills Tomcat Service

[Murnane, Phil]

Check the BMC KB for an article about certain libs that have to moved around on 
the filesystem when running rkm and midtier on the same host.  I don't remember 
the exact libs/folders, but what happens is that the midtier app loads a lib as 
private, and then when rkm needs the lib, it can't be loaded because it's 
already resident elsewhere.

This doesn't really sound like your problem, but it might help.

FWIW,
--Phil


Phil Murnane, Sr Consultant
Windward IT Solutions, Service Management Practice
Email:  pmurn...@windwardits.com
Mobile: 703-896-6435
Web:    www.WindwardITS.com



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Baker
Sent: Tuesday, August 10, 2010 04:21
To: arslist@ARSLIST.ORG
Subject: RKIM 7.2 Kills Tomcat Service

Kelly,

If Tomcat fails to start, you correctly point out that a port conflict
could be the cause.  However, Carin suggests that it dies after use, which
rules out a port conflict.


John

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Re: RRR|Chive ARRERR 311

[Murnane, Phil]

Jennifer:

Some of the ARS API .dll/libraries have been undergoing rapid evolution in the 
last few months.  If you've applied any patches since the time when it used to 
work, perhaps the new APIs have a defect?  You could try getting either the 
latest, or one version older from BMC's support site.

Just a Guess,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, June 23, 2010 09:24
To: arslist@ARSLIST.ORG
Subject: RRR|Chive ARRERR 311

Hello Listers,

Has anyone seen RRR|Chive return this error?  I'm attempting to archive fields 
from NTE:Notifier Log.  It was working great in March, but now, when I want to 
implement it in production after setting it aside for a few months, I receive 
the following error:


rrrchive: 2010-06-22 12:22:18, type=APP, level=NOTICE, file=rrrchive.cpp, 
line=3346
Program Start: 
configfile=/opt/ar/remedy/rrrchive/conf/Conf.NCCzarchNTENotifierLog.txt
rrrchive: 2010-06-22 12:23:04, type=ARS, level=ERROR, file=rrrchive.cpp, 
line=417
ARMergeEntry(server=ncc123, form=NCC:zarch:NTE:NotifierLog, 
entry=NTL03945060)
  API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
  ARStatusList: contains 1 messages
  Number: ARERR 311
  Message: Field ID is not related to this form
  Append: 101029

rrrchive: 2010-06-22 12:23:04, type=APP, level=ERROR, file=rrrchive.cpp, 
line=131
Stopping form processing due to ARERR 311
Processed form source=ncc123, NTE:Notifier Log, target=ncc123, 
NCC:zarch:NTE:NotifierLog, source found=135371, retrieved=1, successful=0, 
deleted=0, timetorun=0:00:46
rrrchive: 2010-06-22 12:23:04, type=APP, level=NOTICE, file=rrrchive.cpp, 
line=3360
Program End: 
configfile=/opt/ar/remedy/rrrchive/conf/Conf.NCCzarchNTENotifierLog.txt, 
timetorun=0:00:46

*
The field that RRR|Chive says is not related to the form is the 'Notification 
Submitter' field, a hidden field with an Optional Entry Mode.  When it has 
data, it gets the same data as the 'Submitter' field.  If I exclude this field 
from the field mapping, the error message then claims that the next field in 
the mapping is not related to the form.

This does not appear to be an error with my installation of RRR|Chive, as I 
have it installed in three locations: a Linux server, a Windows server, and a 
laptop.  I have received the same error attempting to archive NTE:Notifier Log 
on the laptop and Linux server.  I can archive HPD:HelpDesk without issue.

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services 
Service Delivery Division ITSM  ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov
http://its.state.nc.us
 
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.

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Re: Detect QBE Search

[Murnane, Phil]

Chad:

Hey Chad  Matt, it's an SSDS/BTG reunion. :)

Could you use a combo of 1st approach and 2nd approach such that 2nd approach 
doesn't activate when a stored query is passed, but does activate in all other 
circumstances (('tag field' != bypass uppercase) OR ('tag field' = $NULL))?

Just a Thought,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chad M Whilding
Sent: Tuesday, June 22, 2010 16:10
To: arslist@ARSLIST.ORG
Subject: Detect QBE Search

Dear arslisters,

Loonnggg time lurker here, infrequent poster; needed to plug into the
collective on this one.

Goal:
Determine when the user issues a QBE search.

Customer Need:
Recently added Oracle to the application mix and user's are having trouble
remembering it is case sensitive.  We store all data in uppercase...they
are entering queries in lower-case.

Not viable solution
User  caps lockcan't seem to get them to realize this simple
solution
Oracle case insensitivewe've been told this isn't an option at this
time.  I'm not the export nor responsible party.  Plus this turned out to
be a tricky one we wanted to figure out.

ARS Platform
ARS 7.1 p009
SQL Server on Window 2003 and up
Oracle 10g on Solaris 5
Fat Client and Mid Tier in play; both at p009

Custom Application GUI
Our Application Start control panel allows the user to run stored queries.
We utilize the EXTERNAL feature in a Window Open Modify action to process
the query and return results in Modify mode.  We also allow them to open
the form in a regular search window.

What I thought was simplejust execute at On Search momentfrom
search mode.

However, our App Start stored query approach also processes through an On
Search moment and we don't want to run this uppercase helper ALL the time;
just from Ad Hoc QBE query.

What I have discovered:
Window Open Modify does not allow you to pass anything through to next
window.
Adding QueryBar (1005) field is detectable from an Active Link, when using
advanced search bar.
EXTERNAL doesn't pass the query through the QueryBar(1005) field object.

1st approach, tag a field when the form is opened from our App Start
control panel and puts them in search mode, on search check tagged field
for value; works great until the user performs a Clear All

2nd approach, Active Link execute On Search where Query Bar is Null.  works
great for QBE from search mode, but also runs from App Start Control Panel
stored query design, so violates our development goal of only executing
from Ad Hoc QBE Query.  In reality, I did determine that this is really
only setting a lot of null fields to uppercase...but the less processing
the better.

3rd approach, check to see an arslister has determined how to detect usage
of EXTERNAL at On Search moment or better yet...has a better idea

If I can determine EXTERNAL usage, I can factor out the App Start stored
query (EXTERNAL not null) and I can detect when the user is performing a
QBE only search (QueryBar is null).

Your help is appreciated.

Regards,
Chad Whilding
Engineer
CSC

3725 Pentagon Blvd., Beavercreek, OH  45431-1706
North American Public Sector | p: +1-937.320-6342 | f:+1-937-320- |
cwhild...@csc.com | www.csc.com


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Re: Run Process produces empty data file

[Murnane, Phil]

John:

When you ran your successful test from the command line, did you login to 
windows with the same ID that AR System runs under?  If not, you may be seeing 
a permissions issue.

Just a Thought,
--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Kenny
Sent: Tuesday, May 25, 2010 14:59
To: arslist@ARSLIST.ORG
Subject: Run Process producess empty data file

Hello All:

ARS: 7.1 P4
Platform: Windows 2003 Server

I'm running into an issue where I am running a script that adds data to a 
csv file. I'm using the SED command (for windows, GNUWin32) to perform the 
substitution. 

Basically what this script does is append a column header and Request ID 
to the data file using SED and then imports the data file:

START:
cd /d %9

sed s/$/,%1/g %~7  tempfile.csv

sed 1s/%1/IMPORTID/ tempfile.csv  %~7

%2 -u %3 -p %4 -m %5 -d %6 -l %~8\%~7.log -o %~9\%~7 -x server name

Del tempfile.csv

END:

Where %1 is the Request ID and %7 is the file name. ARS is installed on 
the D drive whereas the data file is pushed to the C drive. When run thru 
a Run Process action, the tempfile.csv created in the first sed command 
ends up empty and therefore the original file (%7) also ends up empty. But 
if I run the command from the commandline it works fine. Just not thru 
Remedy. I even ran a test of pushing the data file to the D drive (D:\AR 
System) and running sed from there but same result.

Added the following to the script after the cd /d %9 command:

copy %7 importdatafile.csv

The copy command works fine and does copy the file and its contents fine 
thru Remedy's Run Process so it is not a delay issue of the data file 
being transferred.

Has anyone ever run into this type of behaviour before. Any assistance 
would be greatly appreciated. Thanx in advance

Have a great day

ciao

john

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