Re: installation 9.1

[Tony Worthington]

Whoops - I neglected to address your other questions, Kathy.

>I do not believe we currently use Drift Management. Is this required or 
>optional? 

Optional

> We will be using encryption. In what order should I install the encryption?

Just after AR Server

>Encryption is good, but a performance hit correct? Are there any gotchas that 
>we need to know before installing the encryption?

Can’t speak to that.
 

hth
Tony

> On Jun 1, 2016, at 2:52 PM, Tony Worthington <tony.worthing...@me.com> wrote:
> 
> **
> BMC’s method differs slightly.  This is what we used.
> 
> AR Server
> Remedy SSO
> Mid-Tier
> Smart Reporting (do not onboard)
> Atrium CMDB
> Atrium web services
> AI
> Drift
> ITSM
> SRM
> SLM
> PD
> Then onboard Smart Reporting
> 
> ( https://docs.bmc.com/docs/display/public/brid91/Installing 
> <https://docs.bmc.com/docs/display/public/brid91/Installing> )
> 
> Tony
> 
>> On May 31, 2016, at 11:57 AM, Jarl Grøneng <jarl.gron...@gmail.com 
>> <mailto:jarl.gron...@gmail.com>> wrote:
>> 
>> **
>> If this is a new install, I'll go this way:
>> 
>> AR Server
>> MidTier
>> Atrium CMDB
>> Web service components
>> Atrium Integrator
>> ITSM
>> SRM
>> SLM
>> Process Designer
>> Drift Management
>> SSO
>> SmartReporting
>> 
>> Regards,
>> Jarl
>> 
>> 2016-05-20 18:58 GMT+02:00 Kathy Morris <kathymorris...@aol.com 
>> <mailto:kathymorris...@aol.com>>:
>> **
>> Hi,
>> 
>>  
>> 
>> Is this correct for the 9.1 installation order? 
>> 
>>  
>> 
>> AR Server
>> 
>> SSO
>> 
>> MidTier
>> 
>> SmartReporting
>> 
>> Atrium CMDB
>> 
>> web service components
>> 
>> Atrium Integrator
>> 
>> Process Designer
>> 
>> Drift Management
>> 
>> ITSM
>> 
>> SRM
>> 
>> SLM
>> 
>>  
>> 
>> I do not believe we currently use Drift Management. Is this required or 
>> optional?
>> 
>> We will be using encryption. In what order should I install the encryption?
>> 
>>  
>> 
>> Encryption is good, but a performance hit correct? Are there any gotchas 
>> that we need to know before installing the encryption?
>> 
>>  
>> 
>> Thanks,
>> 
>>  
>> 
>>  
>> 
>> Kathy
>> 
>> 
>>  
>> 
>>  
>> 
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> 
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: installation 9.1

[Tony Worthington]

BMC’s method differs slightly.  This is what we used.

AR Server
Remedy SSO
Mid-Tier
Smart Reporting (do not onboard)
Atrium CMDB
Atrium web services
AI
Drift
ITSM
SRM
SLM
PD
Then onboard Smart Reporting

( https://docs.bmc.com/docs/display/public/brid91/Installing )

Tony

> On May 31, 2016, at 11:57 AM, Jarl Grøneng  wrote:
> 
> **
> If this is a new install, I'll go this way:
> 
> AR Server
> MidTier
> Atrium CMDB
> Web service components
> Atrium Integrator
> ITSM
> SRM
> SLM
> Process Designer
> Drift Management
> SSO
> SmartReporting
> 
> Regards,
> Jarl
> 
> 2016-05-20 18:58 GMT+02:00 Kathy Morris  >:
> **
> Hi,
> 
>  
> 
> Is this correct for the 9.1 installation order? 
> 
>  
> 
> AR Server
> 
> SSO
> 
> MidTier
> 
> SmartReporting
> 
> Atrium CMDB
> 
> web service components
> 
> Atrium Integrator
> 
> Process Designer
> 
> Drift Management
> 
> ITSM
> 
> SRM
> 
> SLM
> 
>  
> 
> I do not believe we currently use Drift Management. Is this required or 
> optional?
> 
> We will be using encryption. In what order should I install the encryption?
> 
>  
> 
> Encryption is good, but a performance hit correct? Are there any gotchas that 
> we need to know before installing the encryption?
> 
>  
> 
> Thanks,
> 
>  
> 
>  
> 
> Kathy
> 
> 
>  
> 
>  
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> 
> _ARSlist: "Where the Answers Are" and have been for 20 years_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: [EXTERNAL] WWRUG12 Doug Mueller and Kia Benhia Keynote

[Tony Worthington]

And for the Mac folk…

Safari 6.0.1 on Mac OS X 10.8.2 (Mountain Lion) : 378

And for giggles, Acid3: 100/100

Back on topic: it was a great keynote.

Tony


On Oct 18, 2012, at 11:45 AM, Axton axton.gr...@gmail.com wrote:

 ** Chrome 22.0.1229.94 m on WinXP: 437
 FireFox 14.0.1 on WinXP: 330
 IE 7.0.5730.13 on WinXP: 27
 
 Too funny.
 
 Axton Grams
 
 On Thu, Oct 18, 2012 at 10:43 AM, Stroud, Natalie K nkst...@sandia.gov 
 wrote:
 IE8 on Win7:  42
 
 Natalie Stroud
 SAIC @ Sandia National Laboratories
 ARS-ITSM Tester
 Albuquerque, NM USA
 nkst...@sandia.gov
 ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
 Sent: Thursday, October 18, 2012 9:28 AM
 To: arslist@ARSLIST.ORG
 Subject: [EXTERNAL] Re: WWRUG12 Doug Mueller and Kia Benhia Keynote
 
 Both on Win7:
 
 IE9 = 138
 Chrome=434
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
 Sent: Thursday, October 18, 2012 8:15 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: WWRUG12 Doug Mueller and Kia Benhia Keynote
 
 Check   http://html5test.com/
 
 My tests ...
Opera = 374
Firefox  = 346
IE7 = 27
 
 Fred
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
 Sent: Thursday, October 18, 2012 8:50 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: WWRUG12 Doug Mueller and Kia Benhia Keynote
 
 ** Chrome is the only html 5 browser out there.. am I correct?
 so this will be a challenge with the browser market..
 
 --
 Patrick Zandi
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
 Sent: Thursday, October 18, 2012 2:49 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: WWRUG12 Doug Mueller and Kia Benhia Keynote
 
 What I heard HTML5???
 
 Something is changing
 
 Jose Huerta
 theremedyforit.com
 
 -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
  Sent: Wednesday, October 17, 2012 12:34 PM
  To: arslist@ARSLIST.ORG
  Subject: WWRUG12 Doug Mueller and Kia Benhia Keynote
 
  Hi! Kia is an engaging speaker and well... you should have been here.
 
  Here's something: talk SMACK to your customers!  Social, Mobile, Analytics, 
  Cloud, Knowledge. Those the areas in which computing in general, and 
  applications in particular, will evolve over the next few years.
 
  Embrace Genius Bar and Bring your own device. You should be able to 
  schedule an appointment with IT, just as you would with a barber or a 
  mechanic or physician. End users are much more tech-savvy than just a few 
  years ago. Consumerize the front end, manage the applications in the 
  middle, industrialize the back end.
 
  Innovations at BMC are NOT an accident. Here's Doug Mueller. I notice a new 
  title on Doug's slide: Corporate Architect. Nice!
 
  The world of IT is changing and we NEED to adapt to it. Not just running 
  the machinery, no longer just providing the services, but actively becoming 
  a partner with the business or enterprise. What you DO is IT, but your JOB 
  is better banking or retail or manufacturing. Too much of IT is focused on 
  the tools rather than on delivering the product of the company or 
  organization.
 
  Doug has admitted he does not have a smart phone. His phone is used for 
  (wait for it) phone calls! Attention span of a teenager is 140 characters. 
  This fundamentally changes the way you must interact.
 
  Decision support not Reporting. Data != information. The same data 
  means different information to different people. More and more often what 
  IT does is one source of many, rather than a single channel to deliver a 
  service. How do we get the IT out of ITIL? Why is it not BPIL?
 
  Doug also gave us some insight into areas of improvement in coming 
  releases. New features will not be written using Flash - HTML5 instead. 
  More normalized data. More single source of truth. More emphasis on mobile 
  clients and consumer interface.
 
  There's more, but we cannot tell you about it (Seriously). Very cool. 
  You had to be here
 
  Doug
 
  --
  Doug Blair
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 
 www.wwrug12.com ARSList: Where the Answers Are
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 
 www.wwrug12.com ARSList: Where the Answers Are
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 attend wwrug12 www.wwrug12.com ARSList: 

Re: RKM draft warning - but there's no draft!

[Tony Worthington]

Try stopping Tomcat, opening a published article after it comes back up.  (NOT 
a draft.)

I recall this being a nice bug.

Tony
On Mar 8, 2012, at 4:11 AM, Kerry Murdock wrote:

 We've got a number of RKM articles that when you open them say:
 
 Warning
 This article is being updated - to view the draft of the updated article 
 please select the newest draft article from the `Revisions` tab at the bottom 
 of the page.
 
 
 There is no draft and there's no file in the draft folder. 
 
 I've tried modifying it and re-publishing it. I've tried rebuilding the 
 indexes.
 
 Any idea where RKM is looking to make it think it's got a draft?
 
 
 RKM Version:7.5
 
 
 Thanks
 Kerry Murdock
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are

Re: ITSM 7.5 CI Person Relationship X to X

[Tony Worthington]

Look at the AST:Asset People form.

It holds the PPL Id and the asset instance ID.  You can build workflow to 
create/maintain that backend relationship which will be exposed in People and 
Asset.

 
 -Original Message-
 From: Fabien T fabientetrea...@hotmail.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Thu, Feb 9, 2012 3:48 pm
 Subject: ITSM 7.5 CI Person Relationship X to X
 
 Has anybody created a workflow that would enabled you to choose X Person to 
 associated to X CI.
 
 This to avoid to add them one by one?
 
 Ex: I have 1 Computer, with 1 Monitor etc that is share by 10 Security agent. 
 I 
 want to related them all to both CI without having to do it one at a time.
 
 Thank's
 
 ARS: 7.5
 
 ITSM: 7.5
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are

Re: SRM and Approval activity log issue

[Tony Worthington]

Pete -

I am not aware of any OOTB functionality which ties Approval Central 
questions/comments with SRM Activity Logs or vice versa.  Similar limitations 
exist within the integration between Change Management, and Approval Central.  
(You will find there is nowhere on the CRQ to see questions or comments posed 
by approvers.)  If someone can correct me in this assumption, by all means do. 
It seems like a whopper of a missed requirement in the apps.

My suggestion would be to create some workflow which pushes data around between 
the two subsystems.

Tony


On Feb 8, 2012, at 7:52 AM, Joran, Peter CTR WHS/ITMD/CACI wrote:

  If a user creates a service request and creates an Activity Log entry the 
 entry is not visible to the approver in Approval Central. The second issue is 
 that the activity log issue breaks the ability for the approver to request 
 more information before assigning an approval status. Activity logs created 
 by the approver in Approval Central are not visible to the service request 
 submitter. It’s interesting that the activity logs are stored in SRM:WorkInfo 
 for service requests and activity logs for approvals are stored in 
 AP:Question-Comment-Info.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are

BCAC Discovery Integration for CMDB (CDI) v8.2 - install issues

[Tony Worthington]

Hey folks,

I'm curious if anyone out there has had success in installing the CDI 8.2 
integration into a CMDB which has or had an older (v8.1) CDI already in place.

We have been fighting multiple issues with the various components the installer 
lays down, and are curious if we are the only ones having these challenges 
and if there are any lessons learned floating around that might help us along.

Many components of the install (RE, AIE, etc.) are cmdb extensions, arx files, 
etc. but there is a lot of black-box magic happening within the InstallShield 
package.  This is quite frustrating, since there is no clear way to validate 
what the installer lays down, combined with the fact that you are not able to 
execute the individual bits by hand when troubleshooting.

Instructions state to uninstall the previous integration before putting in the 
new one -- this contributes to some of the issues we have experienced, listed 
below:

- Installer fails on extending BaseElement  BMC_Software.
Cause: The CDI attributes already exist from a previous version, and 
the uninstall (thankfully) does not drop the attributes.
Workaround: Create a dummy SHARE:Application Properties record for the 
schema extensions, so that they are skipped.  The uninstall removes these 
records, you have to put them back.  You can let the others run, since the 
uninstall does clean that data out correctly.

remedy.cmdbextloader.install.details.1=Configuration Discovery Schema Extension 
for BMC Atrium CMDB:SKIP
remedy.cmdbextloader.install.details.2=Configuration Discovery Integration for 
BMC Atrium CMDB:SUCCESS
remedy.cmdbextloader.install.details.3=Configuration Discovery Trusted Dataset 
Import Into BMC Atrium CMDB:SUCCESS
remedy.cmdbextloader.install.details.4=Configuration Discovery Federation Data: 
:SUCESS
 
- Installer fails on setting up the Normalization Jobs and rule modifications
Cause: No clue
Workaround: BMC support provided a shell script hotfix to execute the 
Java class which the installer calls.  We have dug into the 8753 error below, 
but all of the NE functions seem to be operating properly.

[Thu 01/26/2012 17:09:05.69]: Configuration Discovery Integration (CDI) 8.2.00 
NE Settings started.  
[Thu 01/26/2012 17:09:05.69]: ARServer Name: server
[Thu 01/26/2012 17:09:05.69]: ARServer UserName:  user  
ERROR (8753): Error in plugin; BMC.FILTERAPI.NORM.ENGINE
 
at com.bmc.arsys.api.ProxyJRpcBase.verifyStatus(Unknown Source)
at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
at com.bmc.arsys.api.ProxyJRpcBase.arCall(Unknown Source)
at com.bmc.arsys.api.ProxyJRpc.ARServiceEntry(Unknown Source)
at com.bmc.arsys.api.ARServerUser.executeService(Unknown Source)
at 
com.bmc.ne.api.NEClientFactory$ClientInvocationHandler.invoke(Unknown Source)
at $Proxy4.createJob(Unknown Source)
at CDINESettings.createNEBatchJob(CDINESettings.java:238)
at CDINESettings.main(CDINESettings.java:30
 
[Thu 01/26/2012 17:09:07.83]: Configuration Discovery Integration (CDI) 8.2.00 
NE Settings is Failed. 

- Installer fails on creating the federated plugin, along with required 
federated class for BCAC Software Usage
Cause: No clue
Workaround: None yet

[Thu 01/26/2012 17:10:37.02]: Configuration Discovery Integration (CDI) 8.2.00 
Federation Manager Settings Started.  
 
[Thu 01/26/2012 17:10:37.02]: ARServer Name: server
[Thu 01/26/2012 17:10:37.02]: ARServer UserName:  user
[Thu 01/26/2012 17:10:37.02]: Federation Manager Settings are not Applicable to 
Install. 



Our goal is to run the installer end-to-end, without error and have all bits 
installed.  We are working with BMC Support, but I wanted to reach out to the 
community to see if anyone has any been there done that info they could share.

Thanks,
Tony

ARS 7.5p6
AtriumCore 7.6p2
ITSM 7.6p2

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are

Re: 911: Modifying the Prioritization in ITSM

[Tony Worthington]

You will probably need to re-define (or evaluate anyway) all of the weight 
ranges and values for the different combinations, to allow your new Imp/Urg to 
calculate to the Priority you require.

On Apr 4, 2011, at 1:52 PM, Kathy Morris wrote:

 **
 I saw this, but there are other priorities that will be affected if I do this.
  
 In a message dated 4/4/2011 2:30:38 P.M. Eastern Daylight Time, 
 ago...@jcpenney.com writes:
 **
 I believe you need to look at your weight ranges and change the weight for 
 impact and urgency, and then go to prioritization and re-select the value for 
 impact or urgency to force it to re-calculate.
  
 Regards,
  
 Andrew Goodall
 Software Engineer 2 | Development Services |  jcpenney . jcp.com 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
 Sent: Monday, April 04, 2011 12:58 PM
 To: arslist@ARSLIST.ORG
 Subject: 911: Modifying the Prioritization in ITSM
  
 Hi,
  
 Global OOB ITSM configuration is:
  
 Impact:  Minor/Localized  (weight =0)
 Urgency:  Critical   (weight = 20)
 Priority = Low (weight = 20)
  
  
 I have a request from the team to modify the priority to Medium when:
 the impact = minor/localized and the urgency =critical.
  
 When I go into the Application Admin Console, I select Custom - Incident 
 Management Advanced Options, I open the Incident Prioritization, however I 
 am not able to change the priority value to Medium (it is read only) set at 
 Low.
 I opened the Incident Priority, Incident Urgency, Incident Priority and 
 Weight forms to see the configuration that set the weight to 20 and the 
 value to low.
  
 How can these value be changed?
 I know this will affect SLAs, reports, prioritization, Incident Management 
 weight, etc..
  
  
 
 The information transmitted is intended only for the person or entity to 
 which it is addressed and 
 may contain confidential and/or privileged material. If the reader of this 
 message is not the intended
 recipient, you are hereby notified that your access is unauthorized, and any 
 review, dissemination,
 distribution or copying of this message including any attachments is strictly 
 prohibited. If you are not
 the intended recipient, please contact the sender and delete the material 
 from any computer.
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend 
 WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: Where the Answers Are

Re: New BMC Knowledge Base

[Tony Worthington]

Does anyone know if the new AR based RKM is behind this, or is it an 
in-house app?

Tony Worthington | Sr. Infrastructure Administrator | Kohl’s Department 
Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:   Axton axton.gr...@gmail.com
To: arslist@ARSLIST.ORG
Date:   02/03/2011 01:28 PM
Subject:Re: New BMC Knowledge Base
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG



** All the knowledge base interfaces require authentication using an 
account that has an active/valid support contract.

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 Thu, Feb 3, 2011 at 11:20 AM, Pierson, Shawn shawn.pier...@sug.com 
wrote:
Danny,

Does it still have a self-service component for end users that doesn't 
require authentication?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Thursday, February 03, 2011 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: New BMC Knowledge Base

Major improvement Axton. I search very specific things such as
ARODBCLogging and certain API calls and both have returned information I
needed and more importantly, quite quickly.

Very impressed.
Kind regards
Danny

 Has anyone tried the new BMC knowledge base?  What are your first
 impressions?  Thoughts?

 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.org
 attend wwrug11 www.wwrug.com ARSList: Where the Answers Are


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: Where the Answers Are

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug11 www.wwrug.com ARSList: Where the Answers Are

_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

Atrium Core Normalization Simulator -- 7.6.03

[Tony Worthington]

List -

Has anyone managed to get the Normalization Simulator working in Atrium 
Core 7.6.03 in a unix environment?

The manual (p.38) still references the 7.6 jar files which no longer exist 
in the distribution. When I update the script to use the 7.6.03 jar's I 
receive errors.

The modified classpath I tried was:

CLASSPATH=$ATRIUM_HOME/cmdb/plugins/ne/neapi7603.jar:$ATRIUM_HOME/cmdb/plugins/ne/netools7603.jar:$ATRIUM_HOME/cmdb/sdk/bin/arapi7603_build001.jar:$ATRIUM_HOME/cmdb/sdk/bin/cmdbapi7603.jar

When using a LDAP password, I receive a bad password error.  (The password 
is correct.)

ERROR (623): Authentication failed; 
at 
com.bmc.arsys.apitransport.ApiProxyJRpcBase.verifyStatus(Unknown Source)
at com.bmc.arsys.apitransport.ApiProxyJRpcBase.a(Unknown Source)
at com.bmc.arsys.apitransport.ApiProxyJRpcBase.arCall(Unknown 
Source)
at com.bmc.arsys.api.ProxyJRpc.ARVerifyUser(Unknown Source)
at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
at com.bmc.arsys.api.ARServerUser.login(Unknown Source)
at com.bmc.ne.tools.SimulateNormalization.main(Unknown Source)


After hardcoding my password in the user form, the error changes:

Logged in to server :isrem10t

Processing class:BMC_Patch
Exception in thread main java.lang.NoClassDefFoundError
at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source)
at com.bmc.ne.tools.SimulateNormalization.processInstances(Unknown 
Source)
at com.bmc.ne.tools.SimulateNormalization.processDataset(Unknown 
Source)
at com.bmc.ne.tools.SimulateNormalization.main(Unknown Source)

I have a case open with support, but am getting nowhere fast.

Thanks,
Tony


Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

Re: Simulating the UNIX PS command on Windows

[Tony Worthington]

Add the following line to your ar.conf/cfg

Large-Result-Logging-Threshold: 400

Turn on thread logging.

You will see the large queries in the thread log.  Adjust the 400 so 
that you get those large queries you want...

THRD /* Mon Oct 11 2010 10:07:49.5500 */ Thread Id 5544 (GLEWF) large 
result buffer allocation - /Length: 5320505/Entries: 11776/Client Ver: 
=10/RPC ID: 1716385/User: xxx/Form: PCT:Product Catalog/
THRD /* Mon Oct 11 2010 10:12:07.3380 */ Thread Id 5468 (GLEWF) large 
result buffer allocation - /Length: 5320505/Entries: 11776/Client Ver: 
=10/RPC ID: 1722110/User: xxx/Form: PCT:Product Catalog/
THRD /* Mon Oct 11 2010 12:17:46.0570 */ Thread Id 5476 (GLEWF) large 
result buffer allocation - /Length: 13243952/Entries: 35478/Client Ver: 
=10/RPC ID: 1899065/User: xxx/Form: HPD:Help Desk/
THRD /* Mon Oct 11 2010 14:06:44.9230 */ Thread Id 5480 (GLEWF) large 
result buffer allocation - /Length: 5320505/Entries: 11776/Client Ver: 
=10/RPC ID: 2054987/User: xxx/Form: PCT:Product Catalog/
THRD /* Mon Oct 11 2010 14:09:28.7150 */ Thread Id 5528 (GLEWF) large 
result buffer allocation - /Length: 4919872/Entries: 10892/Client Ver: 
=10/RPC ID: 2059279/User: xxx/Form: PCT:Product Catalog/
THRD /* Mon Oct 11 2010 14:37:00.6220 */ Thread Id 5508 (GLEWF) large 
result buffer allocation - /Length: 5203802/Entries: 11513/Client Ver: 
=10/RPC ID: 2101801/User: xxx/Form: PCT:Product Catalog/
THRD /* Tue Oct 12 2010 13:52:47.0810 */ Thread Id 5516 (GLEWF) large 
result buffer allocation - /Length: 4835109/Entries: 14968/Client Ver: 
=10/RPC ID: 3628609/User: xxx/Form: HPD:Help Desk/



Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:   Frank, Gordon M. (CMS/CTR) gordon.fr...@cms.hhs.gov
To: arslist@ARSLIST.ORG
Date:   10/12/2010 10:17 AM
Subject:Re: Simulating the UNIX PS command on Windows
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG



** 
Thank you!
 
That’s just what I needed
 
Gordon
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Darrell Reading
Sent: Tuesday, October 12, 2010 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Simulating the UNIX PS command on Windows
 
** 
Click this link and go to the second URL:
http://www.google.com/search?source=ighl=enrlz=1G1GGLQ_ENUS329q=ps+-ef+windowsaq=faqi=aql=oq=gs_rfai=
 
Darrell Reading Systems Engineer 
Phone 479.204.5739 
dere...@wal-mart.com 
Wal-Mart Stores, Inc. 
805 Moberly Lane, MS-0560-68 
Bentonville, AR 72716 
Save Money. Live Better 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Frank, Gordon M. (CMS/CTR)
Sent: Tuesday, October 12, 2010 08:26
To: arslist@ARSLIST.ORG
Subject: Simulating the UNIX PS command on Windows
 
** 
Is there a way to simulate the UNIX PS command on a Windows Server 
environment?
 
I have an unqualified search which shows up on my server occasionally and 
I’d like to try to find out who it is. 
 
Any other ideas are welcome.
 
Thanks 
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 

This email and any files transmitted with it are confidential and intended 
solely for the individual or entity to whom they are addressed. If you 
have received this email in error destroy it immediately. 
*** Walmart Confidential ***
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

Re: Incident Ownership - ITSM 7.6

[Tony Worthington]

There is a workaround BMC support can provide.  The issue is resolved in 
7.6.03.

Incident Management - unable to set Incident Owner Individual

Hello Tony. I've taken over this issue and I'll be working with you now. 
I've noticed that you are having some issues with incident owner, and yes, 
it is a known defect logged as SW00366691- It's been fixed in version 
7.6.03, which has been just released; nonetheless, there's also a 
workaround for this issue, which is:

1) Open the menu CTM:SGL:Owner-Q
2) Change the value from Full Name to Login ID. 

Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:   Dmitry Baryshnikov dmitry.baryshni...@gmail.com
To: arslist@ARSLIST.ORG
Date:   09/21/2010 09:59 AM
Subject:Re: Incident Ownership - ITSM 7.6
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG



** 
We think it's a bug in the workflow, that's trying to compare the full 
name with the login name. Sure it would never match. We changed the RunIf 
qualification in the second Set Fields action to:
('Support Group ID' = $Owner Group ID$) AND ('Full Name' = $Owner Login 
ID$) AND ('Assignment Availability' = Yes)
and instead of mapping 'Owner' to $Full Name$ 
do the following two mappings:
'Owner Login ID' to $Login ID$
'Owner' to $Full Name$

Everyting works fine for us now.
 
Regards,
Dmitry Baryshnikov

On Tue, Sep 21, 2010 at 4:19 PM, Kali Obsum kali.ob...@macquarie.com 
wrote:
** 
Yup, I captured the workflow and seems like there's something wrong with 
this AL: HPD:INC:Owner_011_SetID!=Q as it assigns the Full Name to the 
Owner Login ID field. However, I cannot find any relevant information on 
the BMC Support Site regarding this.
 
Regards,
Kali
 

From: Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] On Behalf Of Roger Justice
Sent: Tuesday, 21 September 2010 6:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Ownership - ITSM 7.6

** Capture the workflow I think it is a known issue that you will need to 
fix.



-Original Message-
From: Kali Obsum kali.ob...@macquarie.com
To: arslist arslist@ARSLIST.ORG
Sent: Tue, Sep 21, 2010 2:31 am
Subject: Incident Ownership - ITSM 7.6

** 
Hi,
 
Has anybody encountered this error when assigning an individual as an 
Owner of an Incident ticket? (Incident Owner Support Group details is 
already filled out)
This individual is currently unavailable for ownership
 
Happens even if I try using other groups or other individuals.
 
Regards,
Kali
 
NOTICE 
The information contained in this email is confidential. If you are not 
the intended recipient, you must not disclose or use the information in 
this email in any way. If you received it in error, please tell us 
immediately by return email and delete the document. We do not guarantee 
the integrity of any e-mails or attached files and are not responsible for 
any changes made to them by any other person.
 
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend 
WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 

_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

Re: Blackberry Integration with Remedy

[Tony Worthington]

The only thing I've seen are web based apps and I wasn't too impressed. 
Someone could make a fortune developing a native iPhone Remedy app though. 
 Darn, I should have taken those C classes.

Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:   Goza, Craig craig.g...@okdhs.org
To: arslist@ARSLIST.ORG
Date:   08/31/2010 09:41 AM
Subject:Re: Blackberry Integration with Remedy
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG



My organization has decided to use iphones as their preferred
smartphone. (please don't tease, they never asked my opinion)

Are any of these products compatible with the iphone?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, August 31, 2010 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Blackberry Integration with Remedy

You might also check out Zenprise. They offer management of BlackBerry
and other mobile devices from a support and security standpoint. 

--Original Message--
From: Tommy Morris
Sender: Arslist
To: Arslist
ReplyTo: Arslist
Subject: Re: Blackberry Integration with Remedy
Sent: Aug 31, 2010 10:28 AM

Thanks for the quick feedback, we will start a high level eval of these.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, August 31, 2010 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Blackberry Integration with Remedy

Both Aeroprise and MobileReach have excellent interfaces for
blackberries. 

Rick

-Original Message-
From: Tommy Morris tommy.mor...@radioshack.com
Sender:   Action Request System discussion list(

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are


Rick

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are



**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

Re: Remedy client flashing

[Tony Worthington]

It happens to me on XP when I am running low on memory...

Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:   Tim Rondeau tim.rond...@phaseforward.com
To: arslist@ARSLIST.ORG
Date:   08/11/2010 08:27 AM
Subject:Remedy client flashing
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG



Client 7.1 patch 7
 
 
XP SP3 when I log in the screen flashes constantly as though it’s 
refreshing, have to kill the client.
 
Anyone seen this before, one of our users is having this issue.   I am 
running the same thing as well  as many others with out issue.
 
Thanks
 
Tim


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

Re: Thick Client accessing Mid-iter

[Tony Worthington]

You could turn on access logging in your app/webserver to see the various 
http gets that the thick client is requesting.

Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:   versicle versi...@aol.com
To: arslist@ARSLIST.ORG
Date:   08/06/2010 12:59 PM
Subject:Thick Client accessing Mid-iter
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG



All,

We currently have Siteminder deployed as our SSO agent. Siteminder has 
been
configured to protect any URL passed localhost/arsys and requires a CAC 
card
and pin. The thick client connects to the mid-tier to display certain
things, SLM status, flashboards, CMDB Console, etc. We need to know the 
URLs
of these various items to put them as exceptions from the Siteminder
protection. How can we get these URLs. 

TIA,

Mike
-- 
View this message in context: 
http://old.nabble.com/Thick-Client-accessing-Mid-iter-tp29356473p29356473.html

Sent from the ARS (Action Request System) mailing list archive at 
Nabble.com.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are



**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010

[Tony Worthington]

So make the new one patch 6?  Please? :-)

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:   Easter, David david_eas...@bmc.com
To: arslist@ARSLIST.ORG
Date:   07/09/2010 02:28 PM
Subject:Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
Sent by:Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG



** 
While I don?t disagree, operational issues internally do not enable the 
issuance of an externally visible ?005A? or such in terms of patch 
numbering at this time.  However, the version string within the executable 
does change, so you can tell which version you have by running the version 
command against the server binary.
 
The pull is of the revised Patch 005, although the original Patch 005 was 
itself pulled to include the license audit corrections that then caused 
this additional issue. 
 
-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in 
this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
voluntary participation in this forum is not intended to convey a role as 
a spokesperson, liaison or public relations representative for BMC 
Software, Inc.
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Friday, July 09, 2010 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
 
** Indeed.  I appreciate how BMC has improved their release processes over 
the past few years, but this practice of re-using patch numbers is a major 
no-no from a Release Mgmt. perspective.  At least name them 5a, 5b... or 
5.1, 5.2... or something.

Rick
On Fri, Jul 9, 2010 at 2:13 PM, LJ LongWing lj.longw...@gmail.com wrote:
David,
Is this a pull of the initial Patch 5, or the revised Patch 5 that came 
out
recently?and why do we again have a scenario where we have two of the
same patch version running around?

-Original Message-
From: Action Request System discussion list(ARSList)
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are

Re: Reopened date does not get populated

[Tony Worthington]

There are defects on this.

ISS03445523 and SW00325992

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
strauss stra...@unt.edu
To:
arslist@ARSLIST.ORG
Date:
04/17/2010 04:37 AM
Subject:
Re: Reopened date does not get populated
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** ** 
There is a ?Re-open Incident? link under the Functions menu (left sidebar) 
that appears on a Closed Incident in both 7.0 and 7.6.  The link may not 
be visible if your account does not have at least a Support Group Lead 
role. 
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/ 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of SriSamSri Appecherla
Sent: Friday, April 16, 2010 9:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reopened date does not get populated
 
** 
Hi Murtuza,
The Re-open option is available under the Resolved option in the Process 
flow status. I find no Re-open option for a Closed ticket.

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008

On Fri, Apr 16, 2010 at 9:48 AM, Murtuza B murtuza.bookw...@ubs.com 
wrote:
** 
I had the same issue, Raised a ticket with BMC.
There reply was :
 
The Re-Opened date is only set when the Incident has been Closed and 
the User presses the Re-Open Incident link from the Nav. bar on the left 
of the Incident form. Moving an Incident from a Resolved state to an 
active state such as Assigned is not re-opening an Incident.
 
Cheers,
Murtuza.
 

From: Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] On Behalf Of SriSamSri Appecherla
Sent: 16 April 2010 08:15
To: arslist@ARSLIST.ORG
Subject: Reopened date does not get populated
** 
Hi Listers,
 
I have recently noticed on ITSM 7.5 (Patch 2) that when i change the 
status of an Incident from Resolved to Assigned (re-open ), the Re-opened 
Date does not get populated in the Incident. 
 
So, when does this Re-opened date get populated?
 
Thanks in advance!

Regards,
SriSamSri Appecherla
Mobile# +91 991 610 6008
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 
Visit our website at http://www.ubs.com

This message contains confidential information and is intended only
for the individual named.  If you are not the named addressee you
should not disseminate, distribute or copy this e-mail.  Please
notify the sender immediately by e-mail if you have received this
e-mail by mistake and delete this e-mail from your system.

E-mails are not encrypted and cannot be guaranteed to be secure or
error-free as information could be intercepted, corrupted, lost,
destroyed, arrive late or incomplete, or contain viruses.  The sender
therefore does not accept liability for any errors or omissions in the
contents of this message which arise as a result of e-mail transmission.
If verification is required please request a hard-copy version.  This
message is provided for informational purposes and should not be
construed as a solicitation or offer to buy or sell any securities
or related financial instruments.


UBS reserves the right to retain all messages. Messages are protected
and accessed only in legally justified cases.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are

_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend 
WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are

Re: Changing Incident ID Prefix

[Tony Worthington]

There is an ITSM7 DSO whitepaper that documented exactly this scenario... 
Not sure if you're using 7 or not.. 

http://documents.bmc.com/supportu/documents/72/01/107201/107201.pdf

When you are using a distributed environment that has more than one AR 
System
server that can create records, the servers might create records with the 
same ID. It
is important, therefore, to make sure that the servers create records with 
unique
IDs. To do this, you create a record ID prefix that is unique to the AR 
System server
that created it. For example, in a two-server environment where the 
servers are
named Server 1 and Server 2, change the prefix for incident request 
records on
Server 1 from the default INC to S1INC and on Server 2 to S2INC. This lets 
your
system distinguish between incident records that were created on Server 1 
and
Server 2.
To assign unique prefixes to records, you must first configure the BMC 
Remedy
AR System server to use custom prefixes. How to do this is described in 
the
following procedure. After you configure the BMC Remedy AR System server, 
you
then create the custom ID prefix for the forms to use. How to do this is 
described
in ?To create a custom form ID prefix,? which follows.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Frank Caruso caruso.fr...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
02/09/2010 06:32 AM
Subject:
Changing Incident ID Prefix
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
We have a request to change the Incident ID prefix on the HPD:Help Desk 
form. We are being asked to change it from INC to NOINC. Now what I am 
finding is the mess of logic behind this field that runs when searching by 
Incident ID. By modifying the current prefix searching IDs with the 
NOINC does not work - with or without the NOINC. The only records that can 
searched now are the old records with the INC prefix. Typing in a new ID 
fails because work flow converts the value based on old logic.
 
The issue I see is that the system will need to be taught how to search 
using the old prefix or the new prefix but it won't know what to use if 
the user types in the straight numeric value without the leading INC or 
NOINC - which our users do.
 
Has anybody done this and if so what direction did you take?
 
TY
 
Frank
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: OT- Apple Tablet

[Tony Worthington]

I want to see mid-tier running on one with ITSM 7.6.

Call me in March and I'll show you.  :-)

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
strauss stra...@unt.edu
To:
arslist@ARSLIST.ORG
Date:
01/27/2010 01:49 PM
Subject:
Re: OT- Apple Tablet
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



I think that is actually the technical term that Apple is applying to any 
customer who buys one of them.

It's actually not too bad at $499 for the 16 gb version, considering the 
iPod Touch 8gb is $199, 32gb is $299 and 64gb is $399.  I guess there will 
be a similar progression of price to storage.  I want to see mid-tier 
running on one with ITSM 7.6.

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 Pierson, Shawn
Sent: Wednesday, January 27, 2010 1:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT- Apple Tablet

Actually that is just the short name.  The full name of the device is the 
iPadSteveJobsWallet.

Sorry, it's too soon for me to come up with a better joke, plus I'm an 
I.T. guy, not a comedian.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
Sent: Wednesday, January 27, 2010 12:47 PM
To: arslist@ARSLIST.ORG
Subject: OT- Apple Tablet

Apple's calling it the iPad! Seriously.

The jokes may begin in 1...2...3...

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Private and confidential as detailed here: 
http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the 
link, please e-mail sender.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Single sign-in

[Tony Worthington]

Do you have a link?

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
patrick zandi remedy...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
12/17/2009 01:37 PM
Subject:
Re: Single sign-in
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
you should use the Free one Devtechnology Group has
We have it working at DLA, Marines, and other locations.. It is 
configurable..
Silly to pay money.. 


 
On Thu, Dec 17, 2009 at 1:17 PM, Pierson, Shawn shawn.pier...@sug.com 
wrote:
** 
Dawn,
 
We tried to implement BMC?s solution, and while I got it working, it 
didn?t work for everyone, and there was no good way to troubleshoot it.  
We also tried another product from JSS that did work, but management 
decided not to proceed with purchasing it at this time.
 
Shawn Pierson
 
From: Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] On Behalf Of Brumbley, Dawn
Sent: Thursday, December 17, 2009 5:01 AM
To: arslist@ARSLIST.ORG
Subject: Single sign-in
 
** 
We are looking into implementing single sign-in for our users (I have 
gotten the BMC documentation to review).  I was wondering if anyone else 
has implemented this and would be willing to share if you had any issues 
implementing or since implementation and also see if you could provide any 
pointers.
 
Any information would be greatly appreciated.
 
Thanks!
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 
Private and confidential as detailed here. If you cannot access hyperlink, 
please e-mail sender. 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 



-- 
Patrick Zandi
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: server name references

[Tony Worthington]

Did you update the database target in ar.conf/cfg?

You don't mention version or if you use ITSM7.

This is from BMC -- 

There are some forms that store a servername as data in a record (not as 
data in the Datadictionary per the queries mentioned later). They are:

AST:ARServerConnection
AST:ComplianceARBased_Advanced
TMS:ApplicationRegistry
CAI:AppRegistry
SYS:Escalation
SYS:Attachments - If the out-of-box data is modified by replacing 
?arserver? or ?midtierserver? with the hostnames, only then  change 
these values to the correct server host name. 
NOTE: Some forms will not be available depending on the ITSM installation.

There is also a KB article and two word documents (sql, oracle) available 
from support.  KM-00025406.

hth,
tony


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Barnhill, Jason (Jason) jbarnh...@avaya.com
To:
arslist@ARSLIST.ORG
Date:
12/16/2009 10:42 AM
Subject:
server name references
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hi folks,
 
I have 2 servers, server 2 is a clone of server 1 and database 2 is a 
clone of database 1.  I have adjusted server name references on server 2 
in the ar.conf, armonitor.conf, and arsystem files.  Server 2 is pointed 
to its proper database 2.
 
However, when I start server 2 and access Server Information and 
Add/Remove Licenses, both forms are pulling up info from server 1.  Can 
anyone point out what server name reference(s) I am still missing?  Is 
there another file, or some data reference in the database?  This is the 
first time we?ve tried to run a copy like this.  Do you think I will still 
have to run the install?
 
Much thanks,
Jason
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the 
Answers Are_

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Need help with AR Plugin Server Startup Error

[Tony Worthington]

AR Plugin Server Startup Error Address already in use

Looks like the process is trying to start on a port that's already in use.

It's either the ars one, or the java one.

In your ar.conf/cfg -- Plugin-Port: 1

If that's not the one there should be a file... pluginsvr_config.xml that 
lists the port the plugin server binds to.

pluginsvr_config
port/port

Run a netstat (or Solaris equivalent) to find out what process is on what 
port, pick which one to change.. :-)

hth
Tony


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Pruitt, Christopher (Bank of America Account) 
christopher.pru...@hp.com
To:
arslist@ARSLIST.ORG
Date:
12/16/2009 01:43 PM
Subject:
Need help with AR Plugin Server Startup Error
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



We have installed a new server and can start Remedy with out issue, 
however we start getting errors right after the arserverd starts. The 
error seems to be related to the java plugin and that is keeps failing to 
start up.

Here is what keeps displaying
Wed Dec 16 12:38:41 2009 ARMonitor child process (pid:5893) started.
java
Wed Dec 16 12:38:43 2009   (ARNOTE 0)
Wed Dec 16 12:38:43 2009 ARMonitor child process (pid:5893) died with 
0.
java

I then check the arjavaplugin.log and I see this entry. 
AR Plugin Server Startup Error Address already in use
2009-12-16 12:38:45,408 ERROR [main] 
com.bmc.arsys.pluginsvr.ARPluginServerMain (?:?) - AR Plugin Server 
Startup Error
java.net.BindException: Address already in use
 at java.net.PlainSocketImpl.socketBind(Native Method)
 at java.net.PlainSocketImpl.bind(PlainSocketImpl.java:359)
 at java.net.ServerSocket.bind(ServerSocket.java:319)
 at java.net.ServerSocket.init(ServerSocket.java:185)
 at org.acplt.oncrpc.server.OncRpcTcpServerTransport.init(Unknown 
Source)
 at com.bmc.arsys.arrpc.ARPluginServerDispatcher.init(Unknown 
Source)
 at com.bmc.arsys.pluginsvr.a.init(Unknown Source)
 at com.bmc.arsys.pluginsvr.ARPluginServerMain.main(Unknown Source)


Any clue as to how I trouble shoot this? I have already tried BMC's 
knowledgebase and it was no help.

Our Configuration:

ARS 7.1 7.1.00 Build 200708221849
DB Oracle 10.2
SunOS 5.9


Christopher Pruitt 
Business Consulting III 
HP Enterprises Services
christopher.pru...@hp.com
www.hp.com 


Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is 
addressed, and may contain information that is confidential, privileged, 
and exempt from disclosure under applicable law. If you are not the 
intended addressee for this e-mail, you are hereby notified that any 
copying, distribution, or dissemination of this e-mail is strictly 
prohibited. If you have received this e-mail in error, please immediately 
destroy, erase, or discard this message. Please notify the sender 
immediately by return e-mail if you have received this e-mail by mistake.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Getting Midtier to work on mobile devices: how far can it go?

[Tony Worthington]

I just tried on my iPhone with mid-tier 7.5p3.  I was able to log in, the 
home page rendered correctly, but I was unable to scroll up or down to see 
the entire contents of the entry point list on the left.  I did not try 
with direct URL's but I bet it works... at least partially. 

Here's a screenshot. 

Nevermind on the screenshot - listserv keeps rejecting.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Rabi Tripathi ars_l...@yahoo.com
To:
arslist@ARSLIST.ORG
Date:
12/14/2009 02:49 PM
Subject:
Re: Getting Midtier to work on mobile devices: how far can it go?
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Joe,
Droid is Google's operating system that uses a Webkit based browser. 
iPhone's browser is built on Webkit too.

I don't want to get hung up on the specifics. I just want to hear about 
successes and failures from people that have tried to get Midtier to work 
on different mobile devices. Anybody?



--- On Mon, 12/14/09, Joe D'Souza jdso...@shyle.net wrote:

 From: Joe D'Souza jdso...@shyle.net
 Subject: Re: Getting Midtier to work on mobile devices: how far can it 
go?
 To: arslist@ARSLIST.ORG
 Date: Monday, December 14, 2009, 2:35 AM
 Hey Rabi,
 
 I assumed your smartphone (since you claimed you are using
 that) is loaded
 with Windows mobile OS which is a MS product and uses
 Internet Explorer as
 its browser..
 
 I was and still am under the impression that it was
 Microsoft that first
 coined the term smartphones for devices that were PDA's
 with a phone
 function included.. Hence my assumption that you had IE on
 your phone.. It
 has nothing to do on the day of the week I swear - such
 things have an
 effect on only mortal humans haha!!
 
 On a serious note, if you do not have IE, you must be using
 either a mac
 phone (iPhone) or a blackberry?? Or maybe even the latest
 Nuvi Garmin phone
 or one of the Nokia PDA/phones? In that case yes it MAY not
 be IE - About 5
 years ago I did have had a fancy Nokia phone that was not a
 Windows mobile
 phone and did have IE in its OS..
 
 If it is not IE that you are using then there is your small
 problem in the
 first place. The Mid-Tier application was generally tested
 for IE browsers
 on PC's and to the best of my knowledge IE browsers on
 wireless devices as
 well. I am not sure if it is even tested for
 blackberries..
 
 I used the mid tier application on a my older phone that
 had a Windows 6 OS
 and did not have the same problem you said you are
 experiencing which is why
 I suggested downgrading it to a lower version (just in case
 the newer one is
 not compatible)..
 
 Joe
 
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org]on
 Behalf Of Rabi Tripathi
 Sent: Sunday, December 13, 2009 11:58 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Getting Midtier to work on mobile devices: how
 far can it
 go?
 
 
 Joe:
 You said (a lot)--
 Try lower version of IE.
 Try newer phone firmware.
 Consider it a bug on the phone browser.
 Open a ticket with phone company to find out why midtier
 won't work on their
 browser.
 
 It's not IE...but it's a Sunday reply, so I have to thank
 you. :)
 
 --- On Sun, 12/13/09, Joe D'Souza jdso...@shyle.net
 wrote:
 
  From: Joe D'Souza jdso...@shyle.net
  Subject: Re: Getting Midtier to work on mobile
 devices: how far can it go?
  To: arslist@ARSLIST.ORG
  Date: Sunday, December 13, 2009, 5:48 PM
  Rabi,
  
  This could well be a problem with the version of IE
 used in
  your smart
  phone.. try backdating (if a lower version is
 available) or
  updating the HTC
  phones firmware if an update is available, so you can
 check
  if a previous
  version or a later released version works better?
  
  Also it looks like a bug with the browser on the
 smart
  phone since all these
  things work on browsers on a PC including non IE
 browsers
  such as safari and
  FireFox with a few limitations that are not really
 that
  significant..
  
  So I may raise a ticket with the vendors of your phone
 too
  and have them try
  out what you are experiencing and compare the
 difference
  from a PC and a
  smart phone in case you have your applications
 deployed on
  the web so they
  could access your pages and experience your problems
 first
  hand..
  
  Joe
  
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arsl...@arslist.org]on
  Behalf Of Rabi Tripathi
  Sent: Sunday, December 13, 2009 5:15 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Getting Midtier to work on mobile
 devices: how
  far can it
  go?
  
  
  One more thing with Eris Droid: 
  double clicking on a table row is not registered,
 because
  that is
  intercepted by Droid to do a zoom out. This can
 perhaps be
  changed in Droid
  configuration.
  
  --- On Sun, 12/13/09, Rabi Tripathi

Re: Reporting from Share:Application_Properties question....

[Tony Worthington]

There's an app for that on BMCDN...  Steve Wilson wrote it...   
http://communities.bmc.com/communities/docs/DOC-6451 

Application Properties Console_v2.0.zip 

The Application Properties Console provides a user friendly way to access 
application property data stored in the SHARE:Application_Properties 
form. 

You should be able to run a report on the form ... just search/group on 
application ID (guid) 


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
copits.rich...@bwc.state.oh.us
To:
arslist@ARSLIST.ORG
Date:
12/14/2009 03:21 PM
Subject:
Re: Reporting from Share:Application_Properties question
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
What I was doing was bringing up SHARE:Application_properties and then 
doing a search to display all in the top pane. This has in the
?upper pane? Property Name, Property Value, Application ID and Instance 
ID. In the lower pane it shows ?All Application Properties?
on a tab and in the window Property Name and Property value. In this 
window ? depending on what?s selected ? I can get the name
(Incident Management), the version (7.5) and the patch level (001).
 
I tried going to tools/reporting and printing it from there but don?t see 
any way to print what?s in the lower ?selected? tab.  Now, I?m
new at this ?so how can I report everything that I see in the lower pane?
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Monday, December 14, 2009 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting from Share:Application_Properties question
 
** 
Richard,
 
Where are you trying to select these from? The results list? Or the 
Reporting interface of the user tool?
 
Either case it should be selectable.. You can report or even export the 
whole contents of the Share Properties form if you need to. I do it 
whenever I have need to 'fix' problems with the data in that form so that 
I have a backup in case something goes wrong...
 
Joe
-Original Message-
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org]on Behalf Of copits.rich...@bwc.state.oh.us
Sent: Monday, December 14, 2009 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Reporting from Share:Application_Properties question
** 
I?d like to get a report out of SHARE:Application_Properties that lists 
name, version and patch values but these don?t appear to be
selectable items from the reporting choices. Is there a utility that 
anyone has run across that can be used to display these or will it
need to be developed by or database guy? Thanks.


Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 


Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: CMDB Change stuck in Change Pending - Processing

[Tony Worthington]

The version of CMDB you are on is incompatible with the version of ARS 
you're on.  We had the same problem here.

You'll need to contact BMC Support and have them help you clean up the 
meta-data that is now inconsistent, then upgrade/patch your CMDB.

Some excerpts from my previous issue:

--

4) As per the information, you have CMDB 2.0.1 P3 with AR Server 7.1 P2 ( 
CMDB 2.0.1 P3 is not compatible with ARS 7.1, you must upgrade your CMDB 
to CMDB 2.0.1 P4 or onwards. Latest CMDB Version is 2.1 P3). We need to 
get that class before planning an upgrade. 

I have attached ARS 7.1 Release Notes with Open Issues. Please refer page 
61. 

SW00263496

AR System server with BMC Atrium Configuration Management Database (CMDB) 
2.0.1: To
use BMC Atrium CMDB 2.0.1 with release 7.1.00 of the AR System server, you 
must install
patch 004 for BMC Atrium CMDB. If you do not, the following error occurs 
when you create
a class in BMC Atrium CMDB:

CMDBCreateClass results
ReturnCode: ERROR
Status List : 1 items
Status Struct :
Message type : ERROR
Message number : 8941
Message: XML Parsing error. Invalid element tag.
Appended: errorHandlerOptions, line: 165, column 24

Mon Aug 11 12:39:11 2008  390600 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Aug 11 12:39:11 2008 
   Timestamp: Mon Aug 11 2008 12:39:11.7080 
   Thread Id: 8064
   Version: 7.1.00 Patch 002 RTCL-05/23/08 200802201753 May 23 2008 
10:30:13
   ServerName: remedy-test 
   Database: SQL -- Oracle
   Hardware: Intel Pentium
   OS: Windows NT 5.2
   RPC Id: 160477
   RPC Call: 40 (EXP)
   RPC Queue: 390600
   Client: User tony from Unidentified Client (protocol 12) at IP address 
10.1.35.2
   Form: 
   Logging On: Alert User Thread
   Code: c005
   Operation: read
   Access Addr: 0x5c
   Stack Begin: 
  Addr: 013D11D4
  Addr: 0141103F
  Addr: 0140792C
  Addr: 019AFE21
   Stack End 

Mon Aug 11 12:39:11 2008  390600 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Aug 11 12:39:11 2008 0xc005
Mon Aug 11 12:39:11 2008  390600 : AR System server terminated -- fatal 
error encountered (ARNOTE 21)

--


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Tim Rondeau timothy.rond...@phaseforward.com
To:
arslist@ARSLIST.ORG
Date:
12/10/2009 08:28 AM
Subject:
CMDB Change stuck in Change Pending - Processing
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Running arsystem 7.1 
Cmdb 2.0.1 patch 3
 
We have added several fields to the CMDB without issue, now the following 
is happening.
 
Once I add a field to CMDB, this happens to the arsystem.
 
Thu Dec 10 01:42:16 2009  390600 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Thu Dec 10 01:42:16 2009 
   Timestamp: Thu Dec 10 2009 01:42:16.9430 
   Thread Id: 4768
   Version: 7.1.00 Patch 007 200904160530 Apr 16 2009 06:46:41
   ServerName: mb-remapp01 
   Database: SQL -- SQL Server
   Hardware: Intel Pentium
   OS: Windows NT 5.2
   RPC Id: 6895
   RPC Call: 11 (EXP)
   RPC Queue: 390600
   Client: User Remedy Application Service from Unidentified Client 
(protocol 12) at IP address 10.198.100.94
   Form: 
   Logging On:
   Code: c005
   Operation: read
   Access Addr: 0x5c
   Stack Begin: 
  Addr: 012011D4
  Addr: 0124103F
  Addr: 0123792C
  Addr: 0149FE21
   Stack End 
 
Thu Dec 10 01:42:16 2009  390600 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Thu Dec 10 01:42:16 2009 0xc005
Thu Dec 10 01:42:16 2009  390600 : AR System server terminated -- fatal 
error encountered (ARNOTE 21)
 
 
 

 

 
Has anyone seen this issue.
 
Thanks
 
Tim
 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/pngimage/png

Re: Add-Attachment fail on Filter

[Tony Worthington]

What version and patch?  Bugs around this process...

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Hyunkel v2.0 lord_dyna...@hotmail.com
To:
arslist@ARSLIST.ORG
Date:
12/10/2009 12:38 PM
Subject:
Add-Attachment fail on Filter
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
I'm trying now to add the attachment to the field, but guess i'm doing 
something wrong.

For add the attachment i'm using a filter with a Run Process that calls 
for:

$PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536880912 
/home/remedy/fit_ftp/other.txt

The filter is getting executed but, the attachment is not being attached 
to the field.

Do i need to do anything, or am i missing something?

Best Regards


Hugo Ruesga 
perotsystems® 
US  972.577.7000
MX +52 (33) 3332.3868
P Please consider the environment before printing this email
The information contained in and transferred with this electronic message 
is intended only for the recipient(s) designated above, it is protected by 
law and it may contain information which is privileged and confidential. 
If you are not the intended recipient, please do not read, copy, or use 
it, and do not disclose it to others. Please notify the sender of the 
delivery error by replying to this message, and then delete it from your 
system. Thank you.




Cuida tu aguinaldo y tus cuentas bancarias, OTTO te enseña cómo.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Naming Standards

[Tony Worthington]

And I prefer to append a suffix to modified ITSM, after disabling the ootb 
workflow, so that it sorts with the rest of the workflow but can be 
identified easily.  I use a prefix if the work is custom.

A million ways to skin the cat.  I'd be interested in hearing some 
creative uses for packing lists or other 'new' features (object 
modification tracking anyone) to manage customizations and the ITSM7 
patching process.  (A bit off topic.)  I have some ideas but most have 
proven too unwieldily to manage.  I guess when put into the context of 
patching ITSM7 though it's easy.  :-)

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Roger Justice rjust2...@aol.com
To:
arslist@ARSLIST.ORG
Date:
11/24/2009 12:07 PM
Subject:
Re: Naming Standards
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Great suggestions. I add a special character + at the beginning of the 
string. This automatically lists the newly created workflow first.


-Original Message-
From: Lyle Taylor tayl...@ldschurch.org
To: arslist@ARSLIST.ORG
Sent: Tue, Nov 24, 2009 1:02 pm
Subject: Re: Naming Standards


**
I?ve seen several naming standards, and lots of passion around some of 
them, but most of the ones I?ve seen are too complex and, IMO, 
unnecessary.  My preference is to keep it simple and readable without 
trying to embed too much information into the name.  Generally, I do 
something like this:
 
prefix:descriptive name
 
prefix is something specific to your organization that groups all of 
your custom workflow together.  That way, you keep all of your stuff in 
one place, and it?s very easy to see what?s OOB and what?s yours.  The 
prefix may also be more than one level, kind of like this: 
prefix:app:descriptive name.  That helps to group related 
workflow together.  For active links, I may even have a third level to 
indicate the primary form they?re with, but not always.
 
For example, I might have something like this:
 
LDS:MIRS:Config:Load Configuration Settings
 
In this case, I have three prefixes (probably the most I would 
generally have).  The first one says it?s for our organizations.  The 
second one is the app it?s associated with.  And the third one is the 
form it?s for (the configuration console).  The primary reason for that 
is that I have a group of workflow related to that form, and this makes 
it easy to view and work with as a group.  That?s not strictly 
necessary, since you can view by or filter by the primary form, etc., 
but this works well for me.
 
I use two different prefixes for the organization, one for completely 
custom workflow, and another for modified OOB workflow where we 
disabled the original and copy it to a new object and modify the copied 
object the way we need.  For example, if I want to modify the following 
active link
 
HPD:INC:DetailsCurrentIncident_100_OpenDlg
 
I would copy it to
 
LDS_HPD:INC:DetailsCurrentIncident_100_OpenDlg
 
And then disable the original and modify the copy.  Using the 
underscore makes it obvious that it?s modified OOB workflow rather than 
our custom workflow.  That?s important when you?re patching the system, 
and you need to know what you?ve modified so you can verify that the 
patch hasn?t broken something, or if you can now undo something you did 
before, because the patch fixed the issue you were working around.
 
For the last part, I prefer not to try to embed all kinds of things 
like the execution order, details about what the active link does, 
etc.  They tend to make the names cryptic, and don?t add much useful 
information from what I?ve seen, especially given the tools we have to 
work with now.  In addition, since names can be quite long, I generally 
don?t abbreviate words much, and often include spaces in the words.  
The description I use usually is a short description of what the active 
link accomplishes or what triggers it.  I often use the latter for 
active links attached to buttons, etc.  That works well for me, because 
I generally have the practice of having a single active link on the 
button that then calls a guide to do the work rather than having a 
bunch of active links on the button with different execution orders.  
I?ve found that works better for me. 
 
So that gives me names like this:
 
LDS:MIRS:Console:Check Required Fields
LDS:MIRS:Console:Clear Form
 
Or
 
LDS:MIRS:Console:Cancel Button Clicked
LDS:MIRS:Console:Assigned Group Entered
 
Occasionally, I will add additional information like sequence numbers 
of there are two pieces of workflow that are conceptually together.  
That is, there is conceptually one action being done, but it needs to 
be done in two steps.  Like this:
 
LDS:MIRS:Console:Lookup Assignee_1
LDS:MIRS:Console:Lookup Assignee_2
 
Looking up and validating the Assignee takes two active links to 
complete (one to do

Re: Repair of CMDB forms

[Tony Worthington]

I don't think a patch will correct corrupt or missing forms, meta data, 
etc.  I second Roger's suggestion unless you have a few weeks to spend on 
the phone with BMC Support putting everything back where it belongs. 
Unless you're in production and cannot revert/reinstall -- you're in for 
an interesting experience.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
DCI Remedy dci.rem...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
11/24/2009 02:28 PM
Subject:
Re: Repair of CMDB forms
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** did you try installing the next CMDB patch?  Our CMDB is p3 and I'm 
looking to go to p6 to resolve the ARCMDBD and ARRECOND issues with a 
server group.

On Tue, Nov 24, 2009 at 1:04 PM, Roger Justice rjust2...@aol.com wrote:
I have encountered a corrupted CMDB install once and the only way to get 
the system operational was to do a new install of ARS and CMDB. The 
uninstall and reinstall does not work with CMDB. 



-Original Message-
From: Differ, Alfred W CTR NAVSEA, 210 alfred.differ@navy.mil
To: arslist@ARSLIST.ORG
Sent: Tue, Nov 24, 2009 2:54 pm
Subject: Repair of CMDB forms


Hi all,

ARS 7.1
ITSM 7.0.3 p7


I'm currently putting our CMDB stuff back together and have a question 
about the
'custom' tabs that appear in the forms.  My dev system has 8 custom tabs 
for the
base element form and my prod system has none.  I'm wondering if anyone 
can tell
me which installer puts those in.  They look like asset management things 
to me
mostly, but I want to double check.

When I ran the asset management installer I got a whole sheaf of errors 
about
missing forms and such, so I'm trying to work my way backwards to the 
thing I
have to do again to get this all working again.




For a little background, our CMDB was quite mangled.  I had to follow the
instructions for uninstalling it.  Of course, removing it also removed a 
lot of
join forms that depend on it and I did that.  I was hoping that 
reinstalling the
CMDB and then coming back through with the other module installers 
afterward
would be enough to put it all back together.  So far, it's looking like 
that is
not the case.  Anyone have experience with this?  Anyone able to tell me 
how
deep the quicksand is that I've stumbled into?  8)


-al

_
__
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: CMDB Class Delete

[Tony Worthington]

What is this... CMDB Nightmares -- a new reality show on FOX?  8-)

I've done something similar -- mine was related to version mismatch though 
and classes stuck in pending.  BMC had me check some of the backend data, 
and use cmdbdriver to clean stuff up.  I don't have the specifics though. 
I'll let someone more technically astute in the inner workings of the CMDB 
to advise.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Frank Caruso caruso.fr...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
11/24/2009 03:34 PM
Subject:
CMDB Class Delete
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



ITSM 7.03
CMDB 2.1
SQL Server 2005

I accidentally deleted the Base Element class definition from the
Class Manager Console, not the actual form from the Admin tool.

I was adding a field to BaseElement and there were two entries on the
Class Manager Console, one Active and one Change Pending. The change I
was trying to make failed and in my tired state I highlighted the line
that was Active and deleted it! Fortunately the one that says Change
Pending is still there and from what I can tell looks just like the
one that was Active.

Everything appears to be OK but am now wondering if I can change the
status of the current Change Pending class definition record to Active
or have I caused more damage than I'm seeing?

Thank you

Frank

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Development Cache Mode revisited

[Tony Worthington]

Yep.  If anyone is interested, p171 7.5 Config.

When object definition changes are made to the administrative server in a 
server
group, other members of the group can be notified either by a signal or by 
a
database posting. With signaling, other servers are notified of changes
immediately, and there is no delay in resynchronization or updating 
definitions.
The database method reduces server activity when object definition changes 
are
communicated between servers and is an effective way to reduce the number 
of
cache reloads when a series of changes are made, but there is a delay 
before other
members of the server group pick up the changes.

By default, AR System uses a combination of these methods for different 
types of
updates in a server group. Server definition changes such as changes to 
forms,
active links, filters, and escalations, as well as user group changes, are 
handled by
database posting. All other changes, such as Alert registration, DSO 
activity, and
so on, are handled by signaling. However, you can configure the server to 
use
signaling for all changes including server object changes by following the
procedure in this section.

The configuration file setting Server-Group-Signal-Option tells the server
whether to use arsignald for all signals, rather than using a combination 
of
signaling and database posting. If set to true (T), server object changes 
are
communicated by arsignald instead of database posting. Use this option if 
you
don?t want any delay in communicating server object changes to other 
servers in
the server group.


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Lyle Taylor tayl...@ldschurch.org
To:
arslist@ARSLIST.ORG
Date:
11/20/2009 03:13 PM
Subject:
Re: Development Cache Mode revisited
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Concerning the other servers in the server group, the behavior is 
discussed in one of the AR server guides, but I?m not sure which one (it?s 
been a while since I read it).  It probably wouldn?t be too hard to find 
if needed.
 
In a nutshell, though, each of the servers in the server group 
periodically checks to see if the schema has been updated (or if new 
groups have been added, etc.), and builds a new copy of the cache from the 
database when they see that it has changed.  If I recall correctly, the 
polling frequency may be able to be configured in ar.conf, and it doesn?t 
immediately update once it notices a change.  Rather, it will wait until 
something like two successive polling cycles have passed without 
additional changes occurring before rebuilding its local cache.  That way, 
it?s less likely to do an update in the middle of a set of changes.
 
If Dev Cache Mode is turned off on the other servers in the group, and 
users are logged into those servers, users will continue to use the old 
copy of the cache until they log out and back in again.  Note that this 
means that, depending on the frequency of changes (including adding new 
Remedy group or ITSM Support Groups), this can be a significant source of 
memory usage on the server.  We have run out of memory and had the server 
crash in the past due to creating several new Support Groups throughout 
the day, and each one causing yet another copy of the cache to be held in 
memory for the people that logged in since the last time it was updated. 
This is even more of an issue if people don?t log out correctly (e.g., if 
they?re using the mid-tier and simply close their browser window without 
logging out), as the system will NOT log them out automatically, even 
though it will eventually release their write licenses.  This causes old 
copies of the cache to be retained for longer periods than necessary.  The 
old copies of the cache will be held in memory until everyone that was 
using that particular copy log out of Remedy; it will then release it, and 
you memory usage will drop.
 
Like I said, that?s from memory and recent experience.  I do recall 
reading it in one of the guides in the standard documentation, so you 
should be able to find the specifics if you want them.
 
Lyle
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Friday, November 20, 2009 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Development Cache Mode revisited
 
** Be aware that (mysterious) things in ITSM7 trigger recaches -- not just 
definition imports or changes.  I haven't quite figured out what -- but we 
have one or two a day -- no admin involved.  They show as Remedy 
Application Service user. Some can be traced to group changes, which we 
now perform after-hours.  Others are a mystery. 

I don't think there are db read differences when updating the cache - just 
the server handling of the in-memory copy.  If you watch the size

Re: Interactive Intelligence Call Center Software Solution: any opinion?

[Tony Worthington]

We use i3 here.  We have a plan to eventually integrate but haven't gotten 
there yet.  I would also be interested to know if anyone has done a 
CIC-Remedy integration.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Rabi Tripathi ars_l...@yahoo.com
To:
arslist@ARSLIST.ORG
Date:
11/23/2009 10:48 AM
Subject:
Interactive Intelligence Call Center Software Solution: any opinion?
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



This tool promises a lot:
http://www.inin.com/ProductSolutions/Pages/default.aspx

Does anybody have any opinion? Anybody integrated any of its capabilities 
with Remedy?

Thanks.


 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Interactive Intelligence Call Center Software Solution

[Tony Worthington]

Different team so I'm not sure on specific products.  We use various i3 
products in different areas.

My part (Remedy) would interface with CIC -- inbound Help Desk calls.

http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Center.aspx



Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Rabi Tripathi ars_l...@yahoo.com
To:
arslist@ARSLIST.ORG
Date:
11/23/2009 11:39 AM
Subject:
Re: Interactive Intelligence Call Center Software Solution
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



On Mon, Nov 23, 2009 at 11:54 AM, Tony
Tony, What features do you use?

On Mon, Nov 23, 2009 at 11:54 AM, Tony Worthington 
tony.worthing...@kohls.com wrote:

** We use i3 here.  We have a plan to eventually integrate but haven't 
gotten there yet.  I would also be interested to know if anyone has done a 
CIC-Remedy integration.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: 
(262) 703-7763 | e-mail: tony.worthing...@kohls.com


From:Rabi Tripathi ars_l...@yahoo.com
To:  arsl...@arslist.or
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: RKM 7.5

[Tony Worthington]

I second that, and will next year.  Carrie saves the day every time...

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
strauss stra...@unt.edu
To:
arslist@ARSLIST.ORG
Date:
11/20/2009 09:31 AM
Subject:
Re: RKM 7.5
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Good ? all of you can help nominate her for BMC Employee Beyond The Call 
of Duty award in 2010.  When I hit a snag in RKM, usually when installing 
a new test setup or patching an existing one (the installers are 
problematic, and I like to break new stuff), she?s on the phone in 15 
minutes!!  NO other product in the entire BMC suite gets this quality of 
support!!!
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/ 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Monday, November 16, 2009 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5
 
Carrie R. from BMC is great when it comes to RKM. She definitely knows her 
stuff. 
 
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Pat Zandi
Sent: Saturday, November 14, 2009 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5
 
** 
I did the same thing last night.. 
We are now on 7.5. But I had issues with SS 6.1 patch 5.  I do not 
understand why. It was just a war file but the display would be blank.. We 
were having funky issues with 7.2 ... So while it was down I jumped.. 
Great move. 
I ask carrie to help me with it,,, she is the best in the world .. IMHO 
Sent from my iPhone

On Nov 14, 2009, at 9:29 AM, brian.bis...@goldstag.demon.co.uk wrote:
Hi Patrick,

I have now solved this with some excellent help form a BMC Support person 
in India. We un-installed RKM 7.5 patch 1and installed RKM 7.5 instead. It 
worked fine with no problems at all. I doubt if I will move to patch 1 
though!

As I see BMC support criticised at times in ARlist, I would like to take 
this opportunity to thank them on their excellent response to my issue, 
which included a webex session on my server and 90 mins of the individuals 
time.
Brian Bishop
Goldstag Consultants Ltd
+44(0)7973 746832

From: patrick zandi remedy...@gmail.com 
Date: Fri, 13 Nov 2009 17:26:51 -0500
To: arslist@ARSLIST.ORG
Subject: Re: RKM 7.5
 
** 
I have specifically installed this.. but was informed (because I was going 
too) following the readme, and installation instructions Very Carefully... 

and it will work perfectly.
IF you have the older version previous 7.1, you have alot of deleting 
users, groups, forms, AL, workflow.


 
On Fri, Nov 13, 2009 at 4:57 AM, brian.bis...@goldstag.demon.co.uk 
wrote:
Hi all,

Has anybody successfully installed RKM 7.5? I am trying to on a MS 2003 
web server running IIS 6 and failing. Issues I have had so far are:-

1. Install of integration with ITSM failed when it attempted to load the 
RKM def file and supposedly got an error from it.

2. Tomcat fails on startup seemingly trying to connect to a database using 
a login of RKMAdmin.

I resolved 1. By importing all the def files manually with no problems. 
BMC have confirmed that having done this my install should be ok.

2 is not resolved. Why is it trying to connect to a database when at no 
time during the install did it ask for any details about a database?

Any observations\suggestions would be appreciated.

Many thanks
Brian
Brian Bishop
Goldstag Consultants Ltd
+44(0)7973 746832

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are



-- 
Patrick Zandi
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended 
solely for the use of the individual or entity to which it is addressed. 
If you are not the intended recipient of this e-mail, or the employee or 
agent responsible for delivering this e-mail to the intended recipient, 
you are hereby notified that any dissemination, distribution, copying or 
action taken in relation to the contents of and attachments to this e-mail 
is strictly prohibited and may be unlawful. If you have received this 
e-mail in error, please notify the sender immediately and permanently 
delete the original and any copy of this e-mail and any printout

Re: Development Cache Mode revisited

[Tony Worthington]

Misi -

We have the same issue.  We run with dev cache mode off in production and 
are required to bounce the server (extending the outage by at least 10+10 
minutes) to flip in and out of dev cache mode.

I have also found that making changes with dev cache off is risky, and has 
caused serious issues with timeouts halfway through object changes.

The re-cache events can be captured in the thread logs, with the 
additional server config file setting of:

Copy-Cache-Logging: T

This is the first initial build...

THRD /* Sun Nov 15 2009 02:36:12.1180 */ InitServerCache Begin
THRD /* Sun Nov 15 2009 02:43:38.1260 */ InitServerCache End: 
rpcCallProc=0 tid=2708

And subsequent recaches..

THRD /* Sun Nov 15 2009 10:28:47.2310 */ CopyCache Begin: 
rpcCallProc=10002 user=Remedy Application Service tid=2708 rpcId=0
THRD /* Sun Nov 15 2009 10:30:30.8860 */ CopyCache End
THRD /* Sun Nov 15 2009 10:38:01.5740 */ FreeServerCache: rpcCallProc=94 
user=tibco tid=532 rpcId=286130

I am excited for the pre-load settings of 7.5 -- and am hoping it will 
alleviate the time-out issues by allocating more threads and specifying 
No for at init only -- thereby allowing small admin changes, while 
leaving the server in non-dev cache mode.

Tony

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Misi Mladoniczky m...@rrr.se
To:
arslist@ARSLIST.ORG
Date:
11/20/2009 08:49 AM
Subject:
Development Cache Mode revisited
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Hi all,

If you have Development Cache Mode ON for a production environment.
What would be the impact, if:
- No admin-changes were done
- And No changes to Groups of the type View/Change were done

The client runs ARServer 7.1.0 patch 4, ITSM 7.0, Windows and Oracle. it
is a server group with 2 servers.

The reason I ask, is that if they have Cache-Mode turned OFF (0), the
production server seems to time out when they actually do an admin change.
For example enabling an escalation.

They want to do occasional admin-changes during off-hours when activity is
very low.

I tried to catch the actual recaching in my AR Server SQL-log, but could
not find any such activity. Maybe it is not logged for some reason???

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

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Development Cache Mode revisited

[Tony Worthington]

 users.  In a production environment the opposite is 
true.

So, the key thing to understand when using this parameter is that we lock 
the object when a change is applied (when we issue a Set, Delete, or 
Create API call), not when it is opened. This means that any number of 
admin tools may have an object open; if one of them changes the object and 
a second one makes another change, the first is overwritten.  That 
behavior is no different than without the change, since there is only one 
admin thread and all admin operations are serialized.

This should improve performance immensely when saving a form because you 
are only dealing with the current form and not all objects on the server 
being cached.

Is there any risk to having Development Cache Mode enabled in production?

Yes. An issue was discovered when development cache mode is enabled that 
can cause AR Server to appear hung. This is thoroughly described in 
KM-00025743. This is NOT a common issue. Normally, there would be no 
risk other than the described behavior of AR Server when Admin changes 
occur.

-- Here's 25743

There is an important side-effect that can cause AR Server to appear hung 
and users receive timeout errors, like ARERR 93. 
This occurs under specific circumstances, but specifically when the 
Development Cache Mode is selected in the Admin Tool under File-Server 
Information on the Configuration tab (see KB 24487 for information on 
Development Cache Mode).
 
Here is the specific course of events that leads to the problem:
 
An escalation starts running and puts a Read Lock on the Server Cache 
tables (in memory).
 
An Admin Operation (like a form or workflow save) starts but cannot put an 
Exclusive lock on the cache until the Escalation is done with its lock.
The escalation continues to run.

Users and utilities try to perform ARServer work (APIs).  But they need a 
read lock on the cache and are forced to wait.

The escalation keeps running.

Users start getting timeouts (ARERR 93, etc.) and the Admin Tool times 
out.

The escalation keeps running.

Finally the escalation completes and the Admin Operation can start.

Admin Operation completes and users work can start. Since the users 
already timed out, they've likely given up and moved into trouble shooting 
mode, unaware of whats happening with AR Server.


Normally, escalations run pretty quick, but in some cases, this isn't 
true. For instance, lets say an escalation fires on a form with 200,000 
records in it, updating each one.   Each record touched causes Filters to 
fire which do Push Fields actions to several other forms for example, 
resulting in each of the 200,000 records to take roughly 18 seconds to 
complete. This escalation would take a very long time to complete and all 
the while, AR Server would appear as though its hung because of the 
Development Cache mode being enabled. When Development Cache mode is 
enabled, it will attempt to put an exclusive lock on the server cache 
tables in memory. When disabled, a separate memory footprint is created so 
there is no locking conflict with the cache and therefore this problem 
would not occur.

This behavior is not considered a bug, but rather a circumstantial issue 
caused by the design of the product. Currently there is no workaround to 
this issue, but being aware of it means that there are options. For 
instance, normally Development Cache Mode is only enabled on a development 
server. If this is the case, then usually you can disable escalations or 
temporarily disable development cache mode in development (if the 
escalation must run for testing, etc.). You could also alter the 
escalation(s) so it doesn't touch so many records or doesn't cause filters 
to fire, etc. In other words, speed up the escalation processing time so 
any locks are very quick, or disable the escalation (or all escalations), 
or disable development cache mode.



Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Misi Mladoniczky m...@rrr.se
To:
arslist@ARSLIST.ORG
Date:
11/20/2009 08:49 AM
Subject:
Development Cache Mode revisited
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Hi all,

If you have Development Cache Mode ON for a production environment.
What would be the impact, if:
- No admin-changes were done
- And No changes to Groups of the type View/Change were done

The client runs ARServer 7.1.0 patch 4, ITSM 7.0, Windows and Oracle. it
is a server group with 2 servers.

The reason I ask, is that if they have Cache-Mode turned OFF (0), the
production server seems to time out when they actually do an admin change.
For example enabling an escalation.

They want to do occasional admin-changes during off-hours when activity is
very low.

I tried to catch the actual recaching in my AR Server SQL-log, but could
not find any such activity. Maybe

Re: Development Cache Mode revisited

[Tony Worthington]

Be aware that (mysterious) things in ITSM7 trigger recaches -- not just 
definition imports or changes.  I haven't quite figured out what -- but we 
have one or two a day -- no admin involved.  They show as Remedy 
Application Service user. Some can be traced to group changes, which we 
now perform after-hours.  Others are a mystery.

I don't think there are db read differences when updating the cache - just 
the server handling of the in-memory copy.  If you watch the size of the 
server when doing changes on vs. off you should see the differences.

What happens with the cache in the other servers in the server group?

I think this is dealt with in the server_cache, servgrp_board and 
servgrp_cache and related servgrp_* tables.  No server group here so I 
can't say for sure.  My thinking is the server watches for a signal to 
trigger a recache.  That signal is is an API call or a change in the 
meta-data.  Can anyone confirm how it really works?


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Misi Mladoniczky m...@rrr.se
To:
arslist@ARSLIST.ORG
Date:
11/20/2009 01:13 PM
Subject:
Re: Development Cache Mode revisited
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Lyle and Tony,

Thank you for the reply.

In other words, there should be no impact whatsoever if you perform NO
admin-changes.

If you apply your changes when both users, email engine and escalations
are taking it easy, it would probably be faster to use Developer Cache
Mode even in production (Cache-Mode: 1).

Two more questions:

1. I turned on SQL-logs to see what happened when disabling an escalation
with both settings. Nothing much happened, and the server did not seem to
reread much from the database repository. I had expected a bunch of
SQL-selects from the repository. Maybe it just updated the memory cache
without rereading the DB?

2. What happens with the cache in the other servers in the server group?
Is the admin-change propagated to these in some magic way?

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

 I just worked through a longstanding issue that we have had in our
 environment related to Dev Cache Mode.  Due to extremely slow 
performance
 when making admin changes on a 7.0 server, I had gotten into the habit 
of
 keeping our admin server set with Dev Cache Mode turned on, which
 significantly sped up migrations to production and such.  However, in 
this
 environment (7.1 p5 server), I was seeing exactly the opposite - admin
 changes were very frequently timing out and migrations were painfully 
slow
 (for example, a patch that took a few minutes to apply in dev and stage
 took an hour and twenty minutes to apply in production).  Thinking that 
it
 should go faster since Dev Cache Mode was turned on, I looked everywhere 
I
 could think of to try and isolate why it was so slow.  I got BMC 
involved
 in my search twice.  This last time, the support rep forwarded this same
 KB article to me and recommended that I leave Dev Cache Mode turned OFF 
in
 order to improve performance with admin actions.  I tried it, and it
 worked.  My migrations now go very quickly, and I haven't seen any
 timeouts since.  The only slowness is in the initial period where the AR
 server creates a copy of the cache in memory, but that's generally 
fairly
 quick, since it's just doing an in memory copy rather than trying to 
pull
 it all from the database again (like I suspect it was doing on the 7.0
 server).

 In short, in our environment, we see significantly better performance
 making admin changes in production with Dev Cache Mode turned off.  The
 support rep told me that since AR Server 7.1, their recommendation is to
 keep it turned off.

 That said, if I understand it correctly, your mileage may vary depending
 on what kind of activity you have going on on the server you're trying 
to
 make changes on.  As I understand it, when Dev Cache Mode is turned on,
 since it doesn't make a copy of the cache for existing users, it has to
 wait until user operations have ceased before it can make the change, 
then
 it makes the change in between user operations.  In our case, since this
 server also runs all our back-end processes (e-mail, escalations, etc.),
 and we apparently have some things going on that take a long time to
 complete, the admin thread ended up having to wait a long time (more 
than
 10 minutes in some cases) before it could get a lock on the cache and 
make
 the changes.  This was what was causing the timeouts and slow 
performance
 that we saw.  Now, since it simply makes a relatively quick copy of the
 cache for existing user operations (just system operations in our case,
 but still, they're ongoing), the overall time to make the changes is
 quick, because once the cache is copied, it can proceed with the changes
 without having to wait for a break

Re: Oracle RAC failover

[Tony Worthington]

We had the same issues and ended up abandoning RAC.  Oracle told us that 
the Transparent Application Failover (TAF) code  that made the switch via 
OCI libaries wasn't supported in the arserver binaries.  Or we never 
figured out how to set up our connection strings properly...

I'd also be interested to hear if someone has figured out how to fail over 
without affecting arserver or requiring a restart.

http://wiki.oracle.com/page/Transparent+Application+Failover+(TAF)


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Ramey, Anne anne.ra...@its.nc.gov
To:
arslist@ARSLIST.ORG
Date:
11/13/2009 03:40 PM
Subject:
Oracle RAC failover
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
We've been running ARS 7.0 then upgraded to 7.1 with ITSM 7.0 using Oracle 
RAC as the DB for the last 2 years.  Everything is fine when everything is 
up, but we discovered recently that the failover just doesn't work. 
SQLPlus sessions from the ARS servers work fine and recover from the pause 
in the failover fine.  Remedy just doesn't seem to be able to handle it at 
all.  The DBAs say that the oracle errors I see in the ARS logs are normal 
for a failover--but the app just can't handle it.  Does anyone have oracle 
RAC working so that the failover actually prevents all ARS failures?
 
Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by 
an authorized State Official.
 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Published Webservice not returning results

[Tony Worthington]

I think some %'s might be needed in the qualification.
 
'Circuit Ref' LIKE %S0116715A%
or
'Circuit Ref' LIKE % + S0116715A + %

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
tristan.rop...@t-online.de tristan.rop...@t-online.de
To:
arslist@ARSLIST.ORG
Date:
11/11/2009 01:35 PM
Subject:
Re: Published Webservice not returning results
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hi,

For my point of view, this qualification does not return any result.
Have you tested this in the client (native or web) ?
Please react the MidTier Log, as mentioned before !

Cheers

Tristan
-Original Message-
Date: Wed, 11 Nov 2009 15:43:10 +0100
Subject: Re: Published Webservice not returning results
From: Grooms, Frederick W frederick.w.gro...@xo.com
To:   arslist@ARSLIST.ORG

** 
Can you post what the Mid-Tier shows as the response?   

Fred

From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Andre, Jacques
Sent: Wednesday, November 11, 2009 3:47 AM
To: arslist@ARSLIST.ORG
Subject: Published Webservice not returning results

** 
Hello List

I have an issue where I am publishing a webservice from Remedy.
When I try consume this webservice using soapUI , I get no results 
returned.(Even though the webservice call completes)

When I look at the mid-tier log, I can see the results returned, but 
nothing is returned to soapUI.

Webservice :: OpGetlist
--
WSDL Code ::
soapenv:Envelope xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/
 xmlns:urn=urn:Netcool_Incident_Circuit_Search
   soapenv:Header
  urn:AuthenticationInfo
 urn:userNamenetcool/urn:userName
 urn:passwordnetcool/urn:password
 urn:authentication/urn:authentication
 urn:locale/urn:locale
 urn:timeZone/urn:timeZone
  /urn:AuthenticationInfo
   /soapenv:Header
   soapenv:Body
  urn:OpGetList
 urn:Qualification'Circuit Ref' LIKE 
S0116715A/urn:Qualification
 urn:startRecord0/urn:startRecord
 urn:maxLimit100/urn:maxLimit
  /urn:OpGetList
   /soapenv:Body
/soapenv:Envelope
--
Returned to soapUI ::

soapenv:Envelope xmlns:soapenv=http://schemas.xmlsoap.org/soap/envelope/
 xmlns:xsd=http://www.w3.org/2001/XMLSchema; xmlns:xsi=
http://www.w3.org/2001/XMLSchema-instance;
   soapenv:Body
  ns1:OpGetListResponse xmlns=urn:Netcool_Incident_Circuit_Search 
xmlns:ns1=urn:Netcool_Incident_Circuit_Search/
   /soapenv:Body
/soapenv:Envelope
--

Remedy Version:: 7.0.1
Mid-tier Version :: 7.0.1
soauUI Version:: 3.0.1

Many thanks

Kind  Regards

Jacques Andre


_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the 
Answers Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: ar.conf entries for queues/threads missing

[Tony Worthington]

Same thing has happened here.  At times, making changes to the server 
configuration via the user tool, our ar.conf would get corrupted. (7.1) 
Ours was a bit different though -- the lines would end up concatenated -- 
prefixed with the letter P.

The thread log files (if enabled) will tell you how many fast/list you're 
running but that is only written out on restart, or thread allocation.  I 
think the Server Statistics will tell you the total threads -- but not 
broken out by fast/list.

Not sure of any utilities updated for 7.x ...


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Thad K Esser tkes...@regence.com
To:
arslist@ARSLIST.ORG
Date:
11/09/2009 03:20 PM
Subject:
ar.conf entries for queues/threads missing
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hello, 

Today I went to update the number of queues I'm allocating for 
escalations, and found out that my ar.conf file has no entries for ANY 
queue!  The server doesn't appear to be suffering any performance issues 
right now, but I'm thinking this is a time bomb for my next restart. 
Before I do anything, I'd like to see how many queues/threads are 
actually running.  There used to be a utility for older versions of ARS 
that would tell you how many threads were running for each queue.  A 
couple of years ago, I tried it on my 7.1 server and remember it not 
working right.  Is there an updated utility for 7.1 that someone can point 
me to?  (any gurus out there want to whip something up?) 

ARS 7.1 patch 6 on AIX 5.3 (with a remote Oracle 10g db) 

Thanks,
Thad Esser
Remedy Developer
Now... Just where did I put that cheese...? 
*IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely 
for the entity or individual to whom it is addressed. If you are not the 
intended recipient, you should delete this message and are hereby notified 
that any disclosure, copying, or distribution of this message is strictly 
prohibited. Nothing in this email, including any attachment, is intended 
to be a legally binding signature. * 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Permissions question...

[Tony Worthington]

Upon logging out and back in.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
copits.rich...@bwc.state.oh.us
To:
arslist@ARSLIST.ORG
Date:
11/05/2009 02:10 PM
Subject:
Permissions question...
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
We have an instance where a user had Incident Master permission and was 
able to change the status of an incident of a  user in a different group. 
The 
permission was changed to Incident User but they were still able to do the 
change.  Is there an interval setting that controls how soon the
users permissions become active/effective such as a cache refresh/timeout? 
Thanks.

Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Midtier login.jsp - caching...

[Tony Worthington]

This is one reason I front all of our Tomcat servers with Apache+mod_jk. 
Adding a forced redirect or URL rewriting is trivial, and requires no 
changes to Tomcat or html files.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Tommy Morris tommy.mor...@radioshack.com
To:
arslist@ARSLIST.ORG
Date:
11/04/2009 08:29 AM
Subject:
Re: Midtier login.jsp - caching...
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



We have set in place a default.htm that acts as a redirect to the login
page then deliver all of our links with the DNS server name as the
address. If we have maintenance its is simple to just change the htm to
a display a maintenance message instead of redirecting. Of course if
users have the login page saved as a favorite or something similar that
bypasses the default call then this solution will not work.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Tuesday, November 03, 2009 11:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Midtier login.jsp - caching...

1. Instead of blocking the login page you could just put the server in
Administrator only mode while you performing your upgrades.

2. Restart your JSP engine after swapping in the new login.jsp.

On Wed, Nov 4, 2009 at 3:11 AM, Shyam Attavar atta...@sbcglobal.net
wrote:
 **
 Dear Listers,

 We have a need to put a dummy JSP for our users during our maintenance
 window, so that they are not logging into the server accidentally when
we
 are still in the process of making changes to the system. For this we
are
 planning to temporarily change the actual login.jsp to a dummy page
 indicating the Maintenance Window message.

 However, just by swapping login.jsp does not necessarily take effect
 immediately, until some significant time (in our case 60 minutes) has
 elapsed from the time the page was changed to the next time the page
was
 accessed (by anyone). If someone logs in before that threshold has
occurred,
 we have to wait an additional 60 minutes.

 We can certainly force the update by deleting two files
login_jsp.java and
 login_jsp.class in the folder

tomcat_install_dir/work/Catalina/localhost/arsys/org/apache/jsp/shared
and
 then swapping the actual login.jsp with the dummy login.jsp. The next
time
 the login.jsp page is accessed, the two deleted files are
automatically
 recreated and after that users get the intended message.

 Although, this can probably work for the interim, we are hoping to
have a
 long term solution that is less intrusive. That arises a couple of
questions
 and if someone can shed some light on these, I would really appreciate
it.

 1) Why is it that, updating login.jsp does not take effect immediately
and
 what needs to be done for this to take effect immediately?

 2) Looks like there is some sort of timeout threshold some where and I
am
 not sure what or where this is. Anyone know what to change and where
to set
 this threshold to a small number, so that updates to login.jsp take
effect
 immediately?

 We are using AR System 7.1.00 Patch 6 on Linux platform with Oracle
10g R3
 in the backend.

 Thanks,
 --
 Shyam Attavar
 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the
Answers
 Are_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers
Are

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Discovery Soltuion 8.0 released (ADDM)

[Tony Worthington]

On the EPD site.  It appears to be the Tideway product.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Analytics - fn_adjusted_date for epoch conversion

[Tony Worthington]

I know there are a million ways to handle the issue of epoch time stored 
in the ARS database.  Another to add to the mix is BMC Analytics.  It 
provides a function (FN_ADJUSTED_DATE) and associated meta-data tables to 
provide the translation with full timezone and dst support.

select incident_number,assigned_group,fn_adjusted_date(Reported_Date) as 
Reported_Date from hpd_help_desk where assigned_group = 'Remedy'

INCIDENT_NUMBER ASSIGNED_GROUP  REPORTED_DATE
1   INC00074125 Remedy  04/08/2008 6:03:03 PM
2   INC00074032 Remedy  04/29/2008 1:00:07 PM
3   INC00074033 Remedy  04/29/2008 1:00:06 PM
4   INC00074034 Remedy  05/15/2008 12:47:39 PM

Thought I would share because it is nice to have something that is both 
supported by BMC (if you own Analytics) and useful.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Developer Studio issue - auto grouping of qualification criteria

[Tony Worthington]

Have you seen how Tibco Designer handles X-Path formulas?  Drag, drop, 
auto-add of requisite  ( ) 's, and placeholders for required elements that 
you can drag data elements onto.

I would rather see a UI overhaul to something similar to this:



Just my thoughts :-)


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Guillaume Rheault guilla...@dcshq.com
To:
arslist@ARSLIST.ORG
Date:
10/29/2009 09:03 AM
Subject:
Developer Studio issue - auto grouping of qualification criteria
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
DevStudio is a great revolutionary tool compared to the good ol' Admin 
tool, but there is something that the Admin Tool is better at, by not 
doing it: the automatic grouping of qualification statements. Let me 
explain. When setting a qualification, whether for an active link , filter 
or table field qualification, or any qualification, DevStudio over 
groups the statements to the point where it is harder to see what it is.

So for instance in the Admin tool, you can have this qualification:

(('Field 1' != $NULL$) AND ('Field 2' != $NULL$) AND ('Field 3' != $NULL$) 
AND ('Field 4' != $NULL$)) OR ('Field 5' != $NULL$)

In DevStudio, this becomes:

'Field 1' != $NULL$) AND ('Field 2' != $NULL$)) AND ('Field 3' != 
$NULL$)) AND ('Field 4' != $NULL$)) OR ('Field 5' != $NULL$)

Notice the extra brackets.

This qualification is very simple, but as you can see it is more difficult 
to figure it out in DevStudio than the  Admin tool because of the extra 
brackets. With complex qualifications, this becomes a real annoyance that 
really gets in the way of the developer, specially because the 
auto-grouping is done even before saving the active link, filter, table 
field, etc. This problem is magnified when dealing with the ITSM workflow, 
to the point that I find myself copying and pasting qualifications in 
Notepad to strip the extra brackets to be able to understand the 
qualification this is not good.

This problem really needs to be fixed, or at least provide the end user 
with the option to turn this feature on or off. IMO, it should be off, 
so DevStudio behaves the same way As the Admin tool by default. So far it 
seems there is no option to turn this off, but if somebody knows a way, 
please let us know

Guillaume


_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/gif

HELO (IBM PMR) integration with ITSM7?

[Tony Worthington]

Has anyone completed or attempted an integration to IBM's PMR system using 
their HELO interface and ITSM7?  Hoping to have a quick discussion on 
implementation, challenges, etc.

Please contact me off list...

Thanks,
Tony

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: SYS:Notification Messages - Strange Behavior

[Tony Worthington]

I can't talk to Location or Site not translating, but we've had plenty of 
bugs around ootb variables not getting replaced.  Most of our Problem 
Management emails are broken, and leave #'s all over the place.  I'm 
assuming these aren't custom variables -- there's an RKM doc on the 
support site that explains how to add those.  (The same procedure could be 
used to troubleshoot your issue though)

What ITSM patch are you on?  It might be resolved in a future patch...

hth

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Jase Brandon jasebran...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
10/15/2009 02:41 PM
Subject:
SYS:Notification Messages - Strange Behavior
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** Hello Listers,
ARS 7.1 Patch 002
Windows 

I was trying what I thought would be a very simple task, but am perplexed.
I had a request to include Site and Company in the Task Notification 
messages, so I went to the SYS;Notification Messages form and modified the 
three related task related notifications as below:

You have been assigned Task #Task ID#
Task Type: #TaskType#
Priority: #Priority#
Summary: #Summary#
Location Company: #Location Company#
Site: #Site#

The Site works fine, but the Location Company won't come across via email. 
Only the Site does.
Has anyone else seen this? Is there anything else I need to configure 
other than the SYS:Notifications form? 


Thanks,

Jase Brandon
Remedy Developer
Quality Technology Services
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Precache questions....

[Tony Worthington]

You can turn on mid-tier logging -- check the Performance checkbox and 
bump the Log Level to Fine.  Click through all your forms, let the cache 
populate.

Look for lines in the Mid-Tier log that match the following:  ' Form: 
Constructing for missing key Form: '

You'll end up with a list of forms like:

Line 125: Oct 13, 2009 8:15:39 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/CMDB:Console
Line 141: Oct 13, 2009 8:15:56 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/CMDB:CISearch_QuickSearch
Line 149: Oct 13, 2009 8:15:59 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/OBJSTR:ClassManager
Line 157: Oct 13, 2009 8:16:00 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/CMDB:CIViewer_FilterTemplate
Line 167: Oct 13, 2009 8:16:01 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/CMDB:FederatedProducts
Line 175: Oct 13, 2009 8:16:02 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/CMDB:CISearch_Compare-Steps12
Line 183: Oct 13, 2009 8:16:03 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/RE:Admin Config Console
Line 194: Oct 13, 2009 8:16:06 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/CMDB:Info
Line 205: Oct 13, 2009 8:16:07 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/CMDB:CreateInstancedlg
Line 214: Oct 13, 2009 8:16:07 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/RE:Manual Identification Console
Line 230: Oct 13, 2009 8:16:09 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/CMDB:StatusAlerts
Line 244: Oct 13, 2009 8:16:09 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/RE:Job_Runs
Line 283: Oct 13, 2009 8:16:11 AM - FINE 
(com.remedy.log.PERFORMANCE) : Form: Constructing for missing key 
Form:server-name.kohls.com/RE:Job

Plug those into your prefetch file and you're good to go.

hth,
Tony

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
copits.rich...@bwc.state.oh.us
To:
arslist@ARSLIST.ORG
Date:
10/13/2009 07:55 AM
Subject:
Re: Precache questions
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Yep, but I was hoping there was a way to objectively determine which forms 
were being used most often.
We have a number of offices in other cities and several thousand 
employees, so it may not be easy to
guess which they use most frequently and in which office?..
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Monday, October 12, 2009 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Precache questions
 
** 
I think what it boils down to is that you want to precache the forms that 
users most frequently use and those that take the longest to cache.  For 
example, if you?re using Incident management, at the least, you would want 
to precache the Incident Management Console, Help Desk for, and perhaps 
the Overview Console, if you?re using that.  Then, look at any other 
related forms that frequently get used and add those to the list; for 
example, maybe the forms related to searching for customers, etc. 
Realistically, you need to understand how your system is being used and 
where the pain points are.  You can start with some initial basic 
assumptions and then add forms as you get additional feedback from users.
 
Lyle
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: Tuesday, October 06, 2009 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Precache questions
 
** 
I?m looking at improving web performance by doing some precaching. I?ve 
looked at the midtier configuration 
cache settings and the table of objects that are in the cache. But?how do 
I translate this information into 
which forms need to be put into the precache xml listing in the list box 
above the table? It looks like these
 are general object categories instead of specific forms so I?m not sure 
what to do with the information 
about the objects?.. I?ve gone through the 7.5 MidTier  guide but didn?t 
see how to find out which 
specific forms to cache?.Thanks!!


Portions of this message may be confidential under an exemption

Re: Client Tool can't connect to ARServer 7.5

[Tony Worthington]

And, if you ever get to the point where you need a load balancer, or want 
a hole punched through a firewall you don't have to touch every PC to 
specify a tcp port...

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Lyle Taylor tayl...@ldschurch.org
To:
arslist@ARSLIST.ORG
Date:
10/13/2009 11:34 AM
Subject:
Re: Client Tool can't connect to ARServer 7.5
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Kali,
 
Run the following command:
 
netstat ?nba  netstat.out
 
Then open the file netstat.out in a text editor and search for 
arserver.exe.  It will be just below the line that will indicate what port 
it is running on.
 
If you want to use port mapper, I would still recommend assigning a static 
port to the server as LJ recommended.  That way, clients that don?t know 
the port can connect to it via the port mapper, and then you always know 
exactly which port it?s running on, because you told it what port to run 
on.
 
Lyle
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: Tuesday, October 13, 2009 4:02 AM
To: arslist@ARSLIST.ORG
Subject: Client Tool can't connect to ARServer 7.5
 
** 
Hi,
 
We just installed ARS Server 7.5 on a Windows Server 2008. We installed it 
to use Portmapper, but when trying to login using User Tool, we get:
 
Error [90]  Cannot establish a network connection to the AR System server
 
We are able to ping the server from the local computer so there's a 
connection between the comp and the server.
 
Since we are using Portmapper, is there a way to find out which port 
ARServer is listening to? I tried to run netstat -a on the server but it 
gave a lot of results and i don't know which port is actually being used 
by ARServer.
 
Regards,
Kali
 
NOTICE 
The information contained in this email is confidential. If you are not 
the intended recipient, you must not disclose or use the information in 
this email in any way. If you received it in error, please tell us 
immediately by return email and delete the document. We do not guarantee 
the integrity of any e-mails or attached files and are not responsible for 
any changes made to them by any other person.
 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 


NOTICE: This email message is for the sole use of the intended 
recipient(s) and may contain confidential and privileged information. Any 
unauthorized review, use, disclosure or distribution is prohibited. If you 
are not the intended recipient, please contact the sender by reply email 
and destroy all copies of the original message.

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)

[Tony Worthington]

Analytics for BSM provides just this.  A pre-built ootb B/O Universe. 
Granted, you would need to design your custom forms in B/O.  Maybe someone 
could write a tool to translate a Remedy form into a Universe...

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Jason Miller jason.mil...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
10/02/2009 12:51 PM
Subject:
Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** I thought about that originally as a possible solution and technically 
you could make it work. You would lose functionality that the ARS server 
provides and would have to manually build it into your reports, reporting 
db (like a universe, etc) or into the db (views, etc).  ARS is built do 
offer up meta-data where appropriate.

Examples would be:
  - Form and field permissions would not be enforced.  Users would see all 
fields and forms.
  - Row level permission would not be enforced.  This could be huge now 
with multitenancy in ITSM 7
  - Selection fields would show their numeric value
  - Date/Time, Date, and Time fields would show their db value which would 
have to be converted to be human readable

I think most of this could be address by an BI suite (BOXI, Cognos, etc) 
but now you are looking at having a developer just to manage a BI suite 
and reports.  With the AR ODBC any of my users that have Crystal Reports 
or even MS Access can use the AR ODBC driver to gather data without my 
assistance.

Jason

On Fri, Oct 2, 2009 at 10:29 AM, Scott Hammons shamm...@aisconsulting.net
 wrote:
They will probably move from using the ODBC driver to JDBC drivers for the 
DB platforms.  Most enterprise web based applications do this already.

Just my .02.

Scott



From: Action Request System discussion list(ARSList) [

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: ADDM

[Tony Worthington]

BMC Atrium Discovery and Dependency Mapping

http://documents.bmc.com/products/documents/13/93/101393/101393.pdf

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Cecil, Ken kce...@hubbell.com
To:
arslist@ARSLIST.ORG
Date:
09/29/2009 03:11 PM
Subject:
ADDM
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



What does ADDM stand for? Anybody have a link to its description?

Thanks,
Ken.
***
This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom
they are addressed. If you have received this email in error please
notify the system manager. This footnote also confirms that this
email message has been swept for the presence of computer viruses.
www.Hubbell.com - Hubbell Incorporated**



___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: AlarmPoint system for ITSM 7

[Tony Worthington]

Chris -

We use two IBM xSeries 3850's with 8 cpu's each.  Each has a T1 card, 
connected to a fractional T1 (8 channels each.)  Your hardware will be 
determined by load (clearly) and connectivity requirements (the T1 cards 
are full length.)  AlarmPoint has a sizing spreadsheet they can walk 
through with you to size cpu/disk/memory.  Our servers are beefy enough to 
support both the notification server component, and the web front end.  AP 
recommends that they be split, but we've had no issues.

Our integration is somewhat custom, due to the fact we launched our 
project over a year ago (prior to some of their ootb integrations) and had 
some very specific requirements.  My understanding is that they have both 
ootb SD and CM integrations available today.

Feel free to contact me off-list if you need further details on topics 
such as telecom connectivity, paging methods, and DR/HA options.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
strauss stra...@unt.edu
To:
arslist@ARSLIST.ORG
Date:
09/23/2009 02:32 PM
Subject:
AlarmPoint system for ITSM 7
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Can anyone out there running AlarmPoint with ITSM 7.x give me some 
pointers on what hardware you have to put under it (AlarmPoint), and what 
software modules you need from them to properly support ITSM 7.x?
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: AlarmPoint system for ITSM 7

[Tony Worthington]

No, it is not.  Sorry I omitted that from my original email.  It does live 
on the same physical hardware (AIX) as the Remedy and RKM db's although 
they are each in their own instance (Oracle 10gR2) 

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
strauss stra...@unt.edu
To:
arslist@ARSLIST.ORG
Date:
09/23/2009 03:22 PM
Subject:
Re: AlarmPoint system for ITSM 7
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Is your database on one of the two servers?
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Wednesday, September 23, 2009 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: AlarmPoint system for ITSM 7
 
** Chris - 

We use two IBM xSeries 3850's with 8 cpu's each.  Each has a T1 card, 
connected to a fractional T1 (8 channels each.)  Your hardware will be 
determined by load (clearly) and connectivity requirements (the T1 cards 
are full length.)  AlarmPoint has a sizing spreadsheet they can walk 
through with you to size cpu/disk/memory.  Our servers are beefy enough to 
support both the notification server component, and the web front end.  AP 
recommends that they be split, but we've had no issues. 

Our integration is somewhat custom, due to the fact we launched our 
project over a year ago (prior to some of their ootb integrations) and had 
some very specific requirements.  My understanding is that they have both 
ootb SD and CM integrations available today. 

Feel free to contact me off-list if you need further details on topics 
such as telecom connectivity, paging methods, and DR/HA options. 

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores 
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com 


From: 
strauss stra...@unt.edu 
To: 
arslist@ARSLIST.ORG 
Date: 
09/23/2009 02:32 PM 
Subject: 
AlarmPoint system for ITSM 7 
Sent by: 
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
 




** 
Can anyone out there running AlarmPoint with ITSM 7.x give me some 
pointers on what hardware you have to put under it (AlarmPoint), and what 
software modules you need from them to properly support ITSM 7.x? 
  
Christopher Strauss, Ph.D. 
Call Tracking Administration Manager 
University of North Texas Computing  IT Center 
http://itsm.unt.edu/ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or 
use of the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves 
the right to retrieve and read any message created, sent and received. 
Kohl's reserves the right to monitor messages by authorized Kohl's 
Associates at any time
without any further consent.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Remedy Web Service field content

[Tony Worthington]

And I can tell you that is NO FUN when dealing with a form like 
HPD:HelpDesk and its bazillion fields.  :-/




From:
LJ Longwing lj.longw...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
09/10/2009 01:08 PM
Subject:
Re: Remedy Web Service field content
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
You should be able to right click on the attribute (right side if I 
remember correctly) and tell it to 'cut' that attribute...it'll remove it 
from the WSDL.  Remember you need to flush your cache to see the changes.

From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov
Sent: Thursday, September 10, 2009 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Web Service field content

** 
Hi,
 
I am creating a web service from a remedy form. The service contain all 
the fields from the form regardless what I define in the input mapping. 
Solaris/Apache/Tomcat/ARS and Midtier 7.1 patch 7 
 
Anyone have a workaround?
 
Regards,
 
Nicky Madjarov
phone: 973-202-4278
Find out how to bust your AR System performance @
http://www.SpeedUpARS.com
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Automated Test Tools for Remedy 7

[Tony Worthington]

Susan -

We participated in an on-line demonstration.  From what I could tell it 
was.  You're right on track there -- turn on logs, it plays them back.  It 
will even pull down the values of menu fields to assist in making your 
testing more dynamic.


Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
Susan Palmer suzanpal...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
08/31/2009 04:18 PM
Subject:
Re: Automated Test Tools for Remedy 7
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hi Tony,
 
You make it sound easy and quick.  Is it?
 
So if I have a function that I do on a Help Ticket, initially I just turn 
on the API logs while I'm doing that function and then I can load that API 
file for automated use?  
 
I just looked at the website and it looks pretty interesting.  I've 
requested some pricing information before I get too excited about it.
 
Thanks,
Susan

On Tue, Sep 16, 2008 at 12:36 PM, Tony Worthington 
tony.worthing...@kohls.com wrote:
** 
The best I've seen for both functional and load testing with Remedy is 
ScapaTest.  It has the ability to load API log files from the user tool 
and reproduce those actions in an automated fashion. 

http://www.scapatech.com/ 


-- 
Tony Worthington
Sr. Technical Analyst
Kohl's Department Stores
tony.worthing...@kohls.com
262-703-5911 


Savant, don...@dts donald.sav...@dts.ca.gov 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG 
09/16/2008 11:51 AM 

Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc

Subject
Automated Test Tools for Remedy 7









** 
Does anyone have any experience testing Remedy 7 functionality with 
automated test tools? Our users are tired of running manual test scripts 
every time we apply a new patch.  We?ve heard that BMC uses LoadRunner for 
performance testing but have no clue how they test functionality. Any and 
all suggestions are appreciated.  Thanks. - Don 
  
__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are 
html___ 
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or 
use of the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves 
the right to retrieve and read any message created, sent and received. 
Kohl's reserves the right to monitor messages by authorized Kohl's 
Associates at any time
without any further consent. 

__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are 
html___ 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Problem Management Investigation Driver

[Tony Worthington]

Fire in a datacenter causes outage?




From:
versicle versi...@aol.com
To:
arslist@ARSLIST.ORG
Date:
08/18/2009 01:41 PM
Subject:
Problem Management Investigation Driver
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Does any have an example(s) / scenario(s) of a Non-Routine Incident?
-- 
View this message in context: 
http://www.nabble.com/Problem-Management-Investigation-Driver-tp25031045p25031045.html

Sent from the ARS (Action Request System) mailing list archive at 
Nabble.com.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: ARERR 1651 Incorrect Format In The Definition File

[Tony Worthington]

I get that sometimes.  I find a restart of arserver usually fixes the 
issue.  I have not had the time to troubleshoot or work with support.

ARS 7.1p2

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
manoj jain manoj.jain4...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
08/12/2009 12:40 AM
Subject:
ARERR 1651 Incorrect Format In The Definition File
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hi Remedians,
 
I got one error message Incorrect Format In The Definition File.
What could be the reason  solution of this.
Please guide me.
 
 
Thanks  Regards,
Manoj Jain
 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Problem Management Roles - Process Question

[Tony Worthington]

Can anyone explain the additional activities that can be performed with 
Problem Master role in comparison with Problem User role?

It is similar to that of Incident Master.  The ability to modify requests 
without needing to be in the assignee group or the problem manager group.

Will he be able to change the status from Completed to any other status 
(Say In Progress)

I wish.  All of that is locked down in workflow that does not account for 
Master permission.  If we inadvertently complete a PBI we update it back 
to in progress via sql.  (BMC states as designed.)

2. Why does it allow to add work info when a Problem is Cancelled and Not 
while Completed?

I was not able to reproduce this.

hth,
tony




From:
RMUSR2009 pals...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
07/31/2009 02:05 PM
Subject:
Problem Management Roles - Process Question
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



I have 2 questions...

1. Can anyone explain the additional activities that can be performed with
Problem Master role in comparison with Problem User role? It is not clear
from the BMC user guide

If I understand correctly Problem Master will have the permission to 
change
the assignee or manager or update the status of the Problem at a given 
time.
Will he be able to change the status from Completed to any other status 
(Say
In Progress) ??

2. Why does it allow to add work info when a Problem is Cancelled and Not
while Completed?

I guess it is working as designed, but just curious about the process/
business logic behind this.

Thanks!
-- 
View this message in context: 
http://www.nabble.com/Problem-Management-Roles---Process-Question-tp24757459p24757459.html

Sent from the ARS (Action Request System) mailing list archive at 
Nabble.com.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: How many users are on your system?

[Tony Worthington]

Yes.  1009 as of five minutes ago.  :-)



From:
Meyer, Jennifer L jennifer.me...@its.nc.gov
To:
arslist@ARSLIST.ORG
Date:
07/31/2009 02:30 PM
Subject:
How many users are on your system?
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Quick poll: Do any of you support a Remedy system with more than 1,000 
LICENSED users?
 
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...@its.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.
 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: PBM:Investigation and HPD:Associations

[Tony Worthington]

Yes - we have that issue as well.  There is a BMC defect, still open. 
Unfortunately I cannot find the defect ID at this time.

Are you able to reproduce consistently?  Can you detail the steps?




From:
Tim Rondeau timothy.rond...@phaseforward.com
To:
arslist@ARSLIST.ORG
Date:
07/23/2009 08:24 AM
Subject:
PBM:Investigation and HPD:Associations
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hi,
 
Arsystem 7.0.1 patch 2 ITSM 7.0.2 
 
One of our users noticed that they get an error,t I tested and also ge the 
error.  I noticed in the logs:
 

 
 Checking INT:HPDPBM:PBI:CreateAssociations_140_PHAS`! (140)
-- Passed -- perform actions
 0: Push Fields
   Request Type01 (100211) = 2
   Association Type01 (100208) = 3
   Request Description01 (100206) = Testing Knowledgbase 
field
   Request ID02 (100205) = INC00291916
   Request ID01 (100204) = PBI0184
   Form Name02 (100203) = 
   Form Name01 (100101) = PBM:Problem Investigation
   Status (7) = 1
 
 
$z1D_AssociationFormName$   is not getting filled in.   Is this a known 
bug, has anyone seen this before.
 
Thanks
 
Tim
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/png

Re: PBM:Investigation and HPD:Associations

[Tony Worthington]

And is this using the process flow bar or the relationships tab?  This 
error does not present in our system for every relationship from INC to 
Problem and we have been unable to reproduce 100%.





From:
Tim Rondeau timothy.rond...@phaseforward.com
To:
arslist@ARSLIST.ORG
Date:
07/23/2009 09:04 AM
Subject:
Re: PBM:Investigation and HPD:Associations
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
We just try to relate a Problem to an Incident.  This occurs
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Thursday, July 23, 2009 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: PBM:Investigation and HPD:Associations
 
Yes - we have that issue as well.  There is a BMC defect, still open. 
Unfortunately I cannot find the defect ID at this time. 

Are you able to reproduce consistently?  Can you detail the steps? 



From: 
Tim Rondeau timothy.rond...@phaseforward.com 
To: 
arslist@ARSLIST.ORG 
Date: 
07/23/2009 08:24 AM 
Subject: 
PBM:Investigation and HPD:Associations 
Sent by: 
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
 




** 
Hi, 
  
Arsystem 7.0.1 patch 2 ITSM 7.0.2 
  
One of our users noticed that they get an error,t I tested and also ge the 
error.  I noticed in the logs: 
  

  
 Checking INT:HPDPBM:PBI:CreateAssociations_140_PHAS`! (140) 
-- Passed -- perform actions 
 0: Push Fields 
   Request Type01 (100211) = 2 
   Association Type01 (100208) = 3 
   Request Description01 (100206) = Testing Knowledgbase 
field 
   Request ID02 (100205) = INC00291916 
   Request ID01 (100204) = PBI0184 
   Form Name02 (100203) = 
   Form Name01 (100101) = PBM:Problem Investigation 
   Status (7) = 1 
  
  
$z1D_AssociationFormName$   is not getting filled in.   Is this a known 
bug, has anyone seen this before. 
  
Thanks 
  
Tim 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or 
use of the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves 
the right to retrieve and read any message created, sent and received. 
Kohl's reserves the right to monitor messages by authorized Kohl's 
Associates at any time
without any further consent.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/png

Re: Stuck - need help generating zero-call report

[Tony Worthington]

We use SQL to get our data out of the product catalog because of the pains 
you mentioned.

Off the top of my head - doesn't meet your model/version or date 
requirement... might want to add the tier info...

select product_name from pct_product_catalog
minus
select distinct product_name from hpd_help_desk

hth,
Tony



From:
Muhlethaler, Laurie lmuhletha...@firstrepublic.com
To:
arslist@ARSLIST.ORG
Date:
07/22/2009 12:13 PM
Subject:
Stuck - need help generating zero-call report
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hi Listers ~ management has asked me to provide a report listing all 
products / versions that have not been referenced in Incidents within a 
specified date range.  I?ve tried creating several outer-joins as follows:
 
Product and Model/Version outer join (FRB:ProductVersionLookup):
Primary - PCT:Product Catalog
Secondary - PCT:Product Model/Version
Criteria ? $Product ID$ = ?Product ID?
* Not all products have corresponding version data
 
Product, Model/Version and Incident outer join:
Primary - FRB:ProductVersionLookup (1st join)
Secondary ? HPD:Help Desk
Criteria ? $Product Name$ = ?Product Name?
 
One of the problems I?m running into is that for many Incidents, the 
Version information is not provided but since my first join form joins 
based on product ID, there is no entry for NULL versions so these 
obviously would not be output in the Crystal Report.  Aside from requiring 
version information, I?m assuming I have to bypass the version information 
in the report?
 
I?ve also thought that maybe a Crystal Report on the PCT:Product Catalog 
form with a sub-report of the Incidents (suppressing those with a count = 
1) would work but I wanted to see if I could squeeze the version 
information in there as well?
 
Any ideas?  Thank you in advance.
 
 
Windows Server 2003
SQL Server 2005
 
7.1.00 Patch 002
AR Server, MT, Admin, Client
 
7.0.03 Patch 006
Service Desk
Asset Management
 
Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436
 

The information transmitted is intended only for the person or entity to 
which it is addressed and may contain confidential and/or privileged 
material. Any review, retransmission, dissemination or other use of, or 
taking of any action in reliance upon, this information by persons or 
entities other than the intended recipient is prohibited. If you received 
this in error, please contact the sender and delete the material from any 
computer. This message cannot be guaranteed to be secure or error-free.
 
First Republic Bank and its related entities do not take responsibility 
for, or accept time-sensitive instructions sent by email including orders, 
funds transfer instructions or stop payments on checks. All instructions 
of this nature must be handled by direct communication, not email.
 
We reserve the right to monitor and review the content of all email 
communications sent or received. Emails sent to or from this address may 
be stored in accordance with regulatory requirements.
 
First Republic Bank is a Division of Merrill Lynch Bank  Trust Co., FSB
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: User Tool 7.1 Hiccup

[Tony Worthington]

We had some issues which were similar -- but ours were related to a load 
balancer session time-out setting...  Any chance you have one in front of 
your servers?


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Lin, Jason jason@ucsf.edu
To:
arslist@ARSLIST.ORG
Date:
07/17/2009 03:25 PM
Subject:
User Tool 7.1 Hiccup
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Hi Lister,

We recently upgraded from ARS 6.3/ITSM 6 to ARS 7.1/ITSM 7 and migrated 
our Remedy to AIX server as well. However we have been noticed there is a 
hiccup on Remedy user tool after the tool is on idle (not using the tool) 
for like 20 minutes or more. It seems like it's taking time to reconnect 
to the Remedy server. After the 15-30 second wait (some users said taking 
up to 2 mins), then the performance is fine until the user tool put on 
idle again.

Have anyone experienced similar behavior?

We are on following environment:

Remedy: ARS 7.1 Patch 05
Application: ITSM 7.0.3 Patch 08
Remedy and database servers: AIX 5.3
Database: Oracle 10G
user Tool: ARS 7.1 Patch 04 or 06

Thanks in advance,

Jason Lin
Programmer Analyst
UCSF - OAAIS - Application Services - Remedy
1855 Folsom Street
San Francisco, CA 94143

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: History of AR System

[Tony Worthington]

I just disposed of my 3.0 (3.2 maybe?) User and Admin spiral bound 
classroom training books... Disposed meaning put in box in basement  -- 
I can't bear to throw them out.  :-)

Too bad there still isn't a User class I could send people to 


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Benedetto Cantatore bcant...@emerginghealthit.com
To:
arslist@ARSLIST.ORG
Date:
06/29/2009 12:36 PM
Subject:
Re: History of AR System
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Back in 97, I sat down with the Remedy manual, read it cover to cover and 
was a Remedy administrator.  There were only two apps (I think); Helpdesk 
and Asset.  Today, I looking at all the manuals if you have the whole ITSM 
suite, I no longer think that's possible.  I'm curious, how many folks 
started Remedy by just reading the docs, or did most people go out and get 
formal training. 
 
Ben Cantatore
Remedy Manager
(914) 457-6209
 
Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


 robert.w.r...@gmail.com 06/29/09 10:56 AM 
** I began working with the point release of 2.1 late in 1994 or early 
1995 when I was at Winstar, a gone-broke telecommunications company. I 
wrote the help-desk app for the network ops center, as well as 
configuration forms, certification forms, lots of stuff. Back then it was 
a good front-end for a database. We worked with voice communications, so 
the FCC required a lot of auditing, all of which had to be written.

I got into Remedy as a C programmer who didn't have a project at the 
moment. I was horrified to find no Else statements built into the system. 
I can't remember when that came along, but it was quite an advance in 
programming. We worked with HP-UX and an early version of Oracle. 
Installation of just about anything was a bear, but once all the ducks 
were lined up it went well.

Ever since then I've worked with the ARS. Now it's quite sophisticated in 
comparison with the old days.

On Sun, Jun 28, 2009 at 4:39 PM, Daniel Bloom danielbl...@rogers.com 
wrote:
From a bit of googling .


Remedy Corp.
The Company was incorporated on November 20, 1990 in Delaware
Headquarters Mountain View, California, USA
Key people Larry Garlick, Founder  CEO
Dave Mahler, VP Marketing
Doug Mueller, Chief Architect
Version 1.0 ?
Version 1.1 Approx. Nov 1992 still looking for confirmation
Version 2.0 was May 19, 1995
Version 4.0 was Jan 27, 1999


-Original Message-
From: Action Request System discussion list(ARSList)
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: ITSM Patch 3 (UNCLASSIFIED)

[Tony Worthington]

It is listed in the EPD section if you are licensed under the new suite 
model.  BMC Remedy IT Service Management Suite.  I suggest a 
conversation with your sales contacts if you are not familiar... 




  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Peter Romain p.romain.arsl...@parsolutions.co.uk
To:
arslist@ARSLIST.ORG
Date:
06/26/2009 05:44 AM
Subject:
Re: ITSM Patch 3 (UNCLASSIFIED)
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Can you tell me where to find this patch as it doesn't show in the EPD or
Remedy patch areas.


 Not patch three ... version 03 of the 7.5 Suite.

 Analytics 2.5.01 (from 2.5.00)
 Dashboards 2.5.01 (from 2.5.00)


   Tony Worthington
   Sr. Technical Analyst
   Kohl's Department Stores
   N56 W17000 Ridgewood Drive
   Menomonee Falls, WI 53051
   262.703.7763 (phone)
   tony.worthing...@kohls.com
   www.kohls.com




 From:
 TUCK, JAMES M CTR DISA JSSC james.tuck@disa.mil
 To:
 arslist@ARSLIST.ORG
 Date:
 06/25/2009 10:28 AM
 Subject:
 ITSM Patch 3 (UNCLASSIFIED)
 Sent by:
 Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



 Classification:  UNCLASSIFIED
 Caveats: NONE

 Patch 3 for ITSM Suite 7.5 is available on the EPD site.

 James M. (Mike) Tuck

 Senior Engineer - Software Systems
 Verizon Federal Network Systems, LLC

 Classification:  UNCLASSIFIED
 Caveats: NONE

 
___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers 
Are

 **
 CONFIDENTIALITY NOTICE:
 This is a transmission from Kohl's Department Stores, Inc.
 and may contain information which is confidential and proprietary.
 If you are not the addressee, any disclosure, copying or distribution or
 use of the contents of this message is expressly prohibited.
 If you have received this transmission in error, please destroy it and
 notify us immediately at 262-703-7000.

 CAUTION:
 Internet and e-mail communications are Kohl's property and Kohl's 
reserves
 the right to retrieve and read any message created, sent and received.
 Kohl's reserves the right to monitor messages by authorized Kohl's
 Associates at any time
 without any further consent.


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: ITSM Patch 3 (UNCLASSIFIED)

[Tony Worthington]

Not patch three ... version 03 of the 7.5 Suite.

Analytics 2.5.01 (from 2.5.00)
Dashboards 2.5.01 (from 2.5.00)


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
TUCK, JAMES M CTR DISA JSSC james.tuck@disa.mil
To:
arslist@ARSLIST.ORG
Date:
06/25/2009 10:28 AM
Subject:
ITSM Patch 3 (UNCLASSIFIED)
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Classification:  UNCLASSIFIED 
Caveats: NONE

Patch 3 for ITSM Suite 7.5 is available on the EPD site.

James M. (Mike) Tuck

Senior Engineer - Software Systems
Verizon Federal Network Systems, LLC

Classification:  UNCLASSIFIED 
Caveats: NONE

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Dealing with stolen Assets

[Tony Worthington]

That second half made me laugh... :-)  Thanks!


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Louise Van Hine lvanh...@yahoo.com
To:
arslist@ARSLIST.ORG
Date:
06/10/2009 03:55 PM
Subject:
Re: Dealing with stolen Assets
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
I suppose you could add a status reason under the End of Life status for 
Stolen.  I believe the industry term, though, is Shrinkage.

--- On Wed, 6/10/09, Rick Cook remedyr...@gmail.com wrote:

From: Rick Cook remedyr...@gmail.com
Subject: Re: Dealing with stolen Assets
To: arslist@ARSLIST.ORG
Date: Wednesday, June 10, 2009, 12:26 PM

** 
I generally sell...err...I mean look for them on eBay. 
 
Seriously, though, from an accounting standpoint they have to be written 
off, so I would involve your accounting department in this discussion, to 
be sure that you are tracking them the same way they are, which might come 
in handy during audit time.
 
Rick
On Wed, Jun 10, 2009 at 8:49 AM, Pierson, Shawn shawn.pier...@sug.com 
wrote:
** 
Good morning,
 
I was wondering what you all view as the best practice for dealing with 
assets that have been stolen, in as much as tracking that in Asset 
Management.  How do your companies deal with this?
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226
 
 
 
Private and confidential as detailed here. If you cannot access hyperlink, 
please e-mail sender. 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

_Platinum Sponsor: rmisoluti...@verizon..net ARSlist: Where the Answers 
Are_ 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpegimage/png

Re: RESOLVED Re: Bad HPD Assignment Records

[Tony Worthington]

That Process Flow Bar is nothing but trouble, I tell ya... :-)

(Seriously though, we have a lot of issues with it - at least on patch005)


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Frank Caruso caruso.fr...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
06/04/2009 05:04 AM
Subject:
RESOLVED Re: Bad HPD Assignment Records
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** Looks like the problem has to do with users searching for a customer 
first (on an Incident) then using the Process Flow accelerator to move the 
ticket forward. When the window closes it is pushing 0 back to some date 
fields.

On Thu, May 28, 2009 at 5:29 PM, Lammey, Peter A. peter.a.lam...@espn.com
 wrote:
** 
Ive noticed that as well.  I have seen it typically with the first 
HPD:AssignmentLog entry for a particular ticket.
Obviously it is performing some Application-Business-Time-Add but the 
original date is not filled in so it assumes 0 time which depending on 
your server's timezone might put it at 12/31/1969 or 1/1/1970.
 
Never been pressed by my users to investigate this but I would be curious 
to know if there is a bug submitted to BMC about this.
 
ITSM 7.02 patch 005

Thanks 
Peter Lammey 
ESPN IT Client Architecture and Automation 
860-766-4761 
 

From: Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Thursday, May 28, 2009 10:16 AM
To: arslist@ARSLIST.ORG 

Subject: Bad HPD Assignment Records

** 
Has anybody seen issues with ITSM 7 creating HPD Assignment records with 
Actual and Business Duration (Seconds) that are equal to roughly 40 years 
time? The seconds value are 1242994998 and bigger. Not all of the 
assignment records are like this.
 
I think what is happening is that a bad Date (DateTime) value is getting 
sent to this form and getting set to 12/31/1969 before calculations are 
made.
 
Thoughts?
 
Frank Caruso
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 
Please consider the environment before printing this e-mail.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Useful information about BMC Analytics

[Tony Worthington]

I remember hearing in Vancouver that you could purchase the universe and 
not the B/O components.  Maybe that was incorrect or has changed?


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Pierson, Shawn shawn.pier...@sug.com
To:
arslist@ARSLIST.ORG
Date:
06/04/2009 10:14 AM
Subject:
Re: Useful information about BMC Analytics
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
We have the opposite issue.  We have been Business Objects users for 
years, and we?ve owned BMC Analytics for a year and a half, but the 
?extra? BO server license is really useless for us since we put it on our 
production BOXI server.  BMC didn?t want to give us a discount even though 
we wouldn?t be using their BOXI licenses.
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Thursday, June 04, 2009 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Useful information about BMC Analytics
 
** 
FYI
This is from a knowledgeable BMC support tech that was answering questions 
that I sent him.
Useful information to know about BMC Analytics:

Q. Can I use my BusinessObjects license to do web reporting on AR System 
forms? (Crystal Reports OEM for Remedy does not work on the web)
A. BMC Analytics includes BusinessObjects Professional, which does NOT 
include Crystal Reports or Crystal Report Server. The customer needs to 
purchase an upgrade to BO Premium through SAP/Business Objects directly. 
It should be noted, that there is not automated conversion of Crystal 
reports into WebI reports or vice versa, so use of the BO Premium simply 
entitles the user to work with multiple BusinessObjects content types and 
other add-on applications.

Q. What Business objects products am i licensed to use with the bmc 
analytics oem version of bo xi professional?
A. BMC Analytics includes BusinessObjects Professional, which licenses the 
BO Infoview Portal with WebIntelligence as the single content type enabled 
and used by the BMC Analytics for BSM product.  Use of the Desktop 
Intelligence, Infoview, and the Designer tool are enabled with the OEM 
license; however, BMC Analytics and all of its out-of-box reports are 
WebI-based content and therefore do not exploit or support the extended 
reporting capabilities available through Desktop Intelligence 
(client-based) UI.  The Designer Tool enables power users/administractors 
to do customization and other universe management operations.

The OEM BO Professional license does NOT include, entitle use of, or make 
use of the following Business Objects add-on products: Desktop 
Intelligence (content type), Crystal Reports, Crystal Report Server, BO 
Dashboards, BO Live Office, BO Voyager, or any other add-on products that 
are included in the BO Enterprise Premium solution suite.

-Guillaume 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_
Private and confidential as detailed here. If you cannot access hyperlink, 
please e-mail sender. 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Fw: Automating definition export using driver

[Tony Worthington]

And thanks to Jim Bruce  I didn't realize that aradmin (7.1 anyway) 
command line options allowed for the export of individual objects. 

Integrating, p197

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Automating definition export using driver

[Tony Worthington]

I've used driver in the past to export object definitions and am thinking 
of automating the process to be called from within a form.

I know you can create a drm script file with commands similar to the 
following using rec and screc

exp
1
1
HPD:Incident Management Console
0
c:\test.def

Anyone know if there a way to pass the object name via command line so 
that it does not need to be embedded in a script?

A more extensible approach would be to create an xml structure similar to 
the one that the installers use -- but I'm not sure how to feed that into 
driver and have it spit out a def file.

Item_List
el Type=GuideSHR:SHR:HelpDialog/el
el Type=GuideSHR:SHR:ContractSave/el
el Type=ActiveLinkSHR:SHR:DefaultCompany_012_100251
el Type=FilterCTR:SHR-Set-Submitter/el
el Type=FilterCTR:SHR-SetInstanceID/el
el Type=FilterCTR:CTB:NotifDateCheck02/el
el Type=FilterCTR:CTB:NotifDateCheck/el
el Type=MenuSHR:SHR:FormName/el
el Type=MenuSHR:SHR:Contracts-PaymentCode/el
el Type=MenuCTR:ATX:PaymentType/el
/Item_List

Anybody a driver guru? :-)

Thanks,
Tony

  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Automating definition export using driver

[Tony Worthington]

Sounds like it's high time I learned Java.  :-)

I agree with your recommendation about driver.


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Carey Matthew Black black@gmail.com
To:
arslist@ARSLIST.ORG
Date:
05/21/2009 12:12 PM
Subject:
Re: Automating definition export using driver
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Tony,

I have often consider this kind of feature... and after a few
iterations of this concept this is what I would suggest

Don't use the driver.

I know that sounds harsh. It is a helpful tool. However, it is not
stable enough to build an integration on. There is no guarantee that
it will even be in the next version, much less that it will work at
all like it does in the current version. So, IMO if you tie yourself
to it now... then you will surly pay for that decision over and over
again in the future.



Here is what I would suggest

Start down the road of a ARFilter plugin. (If you are on v7.1 then
specifically use the Java API based plugin feature set.) This way you
get to develop (and maintain) the code that does what you want it to
do.

If you can slap together a Java program to do what what you want done,
then converting it into a ARF (Java) plugin is very trivial.

If you do not know Java then ... well.. learn? or sweet talk some
nice ARS API aware Java programmer(s) on ARSList to help a nice guy
out. :)


This function sound like two inputs:
  Form Name
  File Name

then the plugin would connect to the ARS Server (as the user that
called the plugin, which in v7.1 there is no need to pass username or
password :) ) do the export and save the content to the AR Server file
system.

Or you might opt to write a bit more Java code and make the def file
an attachment in an ARS form. :)

It does not sound like it should be to hard to do. :)

How does that idea sound to you?

-- 
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Thu, May 21, 2009 at 10:48 AM, Tony Worthington
tony.worthing...@kohls.com wrote:
 I've used driver in the past to export object definitions and am 
thinking of
 automating the process to be called from within a form.

 I know you can create a drm script file with commands similar to the
 following using rec and screc

 exp
 1
 1
 HPD:Incident Management Console
 0
 c:\test.def

 Anyone know if there a way to pass the object name via command line so 
that
 it does not need to be embedded in a script?

 A more extensible approach would be to create an xml structure similar 
to
 the one that the installers use -- but I'm not sure how to feed that 
into
 driver and have it spit out a def file.

 Item_List
 el Type=GuideSHR:SHR:HelpDialog/el
 el Type=GuideSHR:SHR:ContractSave/el
 el Type=ActiveLinkSHR:SHR:DefaultCompany_012_100251
 el Type=FilterCTR:SHR-Set-Submitter/el
 el Type=FilterCTR:SHR-SetInstanceID/el
 el Type=FilterCTR:CTB:NotifDateCheck02/el
 el Type=FilterCTR:CTB:NotifDateCheck/el
 el Type=MenuSHR:SHR:FormName/el
 el Type=MenuSHR:SHR:Contracts-PaymentCode/el
 el Type=MenuCTR:ATX:PaymentType/el
 /Item_List

 Anybody a driver guru? :-)

 Thanks,
 Tony

  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Automating definition export using driver

[Tony Worthington]

Thanks! :-)




From:
Robert Molenda robert.mole...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
05/21/2009 02:22 PM
Subject:
Re: Automating definition export using driver
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Here is how I do it in Java :)
 
private static ARServerUser cim_ARS;
private static String str_DEF;
private static String str_XML; 
str_DEF = new String();
str_XML = new String();
cim_ARS = new ARServerUser(); 
cim_ARS.setUser(Demo);
cim_ARS.setPassword();
cim_ARS.setServer(Some_Server); 
try {
 cim_ARS.login();
 ListStructItemInfo l_items = new ArrayListStructItemInfo();
 l_items.clear();
 StructItemInfo si = new StructItemInfo();
 si.setName(HPD:HelpDesk); // This is what you want to export
 switch (ObjectType) { // This isis from a function call - so you can 
simply hard-code or what ever...
 case StructItemInfo.ACTIVE_LINK: si.setType(StructItemInfo.
ACTIVE_LINK);ObjectName_str=ACTIVE LINK;break;
  case StructItemInfo.CHAR_MENU: si.setType(StructItemInfo.
CHAR_MENU);ObjectName_str=MENU;break;
  case StructItemInfo.CONTAINER: si.setType(StructItemInfo.
CONTAINER);break;
  case StructItemInfo.DIST_MAP: break;
  case StructItemInfo.DIST_POOL: break;
  case StructItemInfo.ESCALATION: si.setType(StructItemInfo.
ESCALATION);ObjectName_str=ESCALATION;break;
  case StructItemInfo.FILTER: si.setType(StructItemInfo.FILTER
);ObjectName_str=FILTER;break;
  case StructItemInfo.SCHEMA: si.setType(StructItemInfo.SCHEMA
);ObjectName_str=SCHEMA;break;
  case StructItemInfo.VUI: break;
  default: System.out.println(Unknown Object Type Reference!:  + 
ObjectType.toString());break;
 } 
 l_items.add(si);
 try {
  str_DEF = cim_ARS.exportDef(l_items,false); // XML if true - DEF 
if false
  str_XML = cim_ARS.exportDef(l_items,true); // XML if true - DEF 
if false
 } catch (ARException e1) {
  e1.printStackTrace();
 }
} catch (ARException e) {
 e.printStackTrace();
}
So, you have the object(s) stored in a string - you can easily write to a 
file, etc. 
What I have is a little 'application' that has a form which contains the 
stuff (object name / type, etc) and the java appl reads it in, and 
exports it.
HTH
Robert Molenda

On Thu, May 21, 2009 at 10:59 AM, Tony Worthington 
tony.worthing...@kohls.com wrote:
Sounds like it's high time I learned Java.  :-) 

I agree with your recommendation about driver.


 Tony Worthington
 Sr. Technical Analyst
 Kohl's Department Stores
 N56 W17000 Ridgewood Drive
 Menomonee Falls, WI 53051
 262.703.7763 (phone)
 tony.worthing...@kohls.com
 www.kohls.com



From: 
Carey Matthew Black black@gmail.com 
To: 
arslist@ARSLIST.ORG 
Date: 
05/21/2009 12:12 PM 
Subject: 
Re: Automating definition export using driver 
Sent by: 
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG




Tony,

I have often consider this kind of feature... and after a few
iterations of this concept this is what I would suggest

Don't use the driver.

I know that sounds harsh. It is a helpful tool. However, it is not
stable enough to build an integration on. There is no guarantee that
it will even be in the next version, much less that it will work at
all like it does in the current version. So, IMO if you tie yourself
to it now... then you will surly pay for that decision over and over
again in the future.



Here is what I would suggest

Start down the road of a ARFilter plugin. (If you are on v7.1 then
specifically use the Java API based plugin feature set.) This way you
get to develop (and maintain) the code that does what you want it to
do.

If you can slap together a Java program to do what what you want done,
then converting it into a ARF (Java) plugin is very trivial.

If you do not know Java then ... well.. learn? or sweet talk some
nice ARS API aware Java programmer(s) on ARSList to help a nice guy
out. :)


This function sound like two inputs:
 Form Name
 File Name

then the plugin would connect to the ARS Server (as the user that
called the plugin, which in v7.1 there is no need to pass username or
password :) ) do the export and save the content to the AR Server file
system.

Or you might opt to write a bit more Java code and make the def file
an attachment in an ARS form. :)

It does not sound like it should be to hard to do. :)

How does that idea sound to you?

-- 
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Thu, May 21, 2009 at 10:48 AM, Tony Worthington
tony.worthing...@kohls.com wrote:
 I've used driver in the past to export object definitions and am 
thinking of
 automating the process to be called from within a form.

 I know you can create a drm script file with commands similar to the
 following using rec and screc

 exp

Re: Question on versions.....

[Tony Worthington]

SHARE:Application_Properties


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
copits.rich...@bwc.state.oh.us
To:
arslist@ARSLIST.ORG
Date:
05/20/2009 09:28 AM
Subject:
Question on versions.
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
I?d heard that there is one form with 7.1/7.5 that will show the version 
of the different
products ? SM, PM, etc. that you have installed.  If so, what is the name 
of the form? Thank you.


Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
message in error or due to an unauthorized transmission or interception, 
please delete all copies from your system without disclosing, copying, or 
transmitting this message.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Cyclomatic Complexity

[Tony Worthington]

I think this is too much for my brain to comprehend on a Friday 
afternoon!!! :-)




From:
Lyle Taylor tayl...@ldschurch.org
To:
arslist@ARSLIST.ORG
Date:
05/15/2009 12:56 PM
Subject:
Re: Cyclomatic Complexity
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
This is interesting.  I?ll take an initial stab at it.  At the most basic 
level, I figure a filter or active link corresponds to a basic block which 
will result in at least one node per filter or active link.  If there are 
Else actions, then it would be at least two nodes ? one for the If, and 
one for the Else.  What I can?t decide on yet is whether there could be 
more than one node per If or Else action, but there are probably cases 
where you could structure a set of actions in a filter or active link 
where the execution ? or result of ? an action could depend on the outcome 
of a previous action which may warrant adding more nodes for those 
actions.  Then again, thinking about it more, maybe push fields and set 
fields actions should be given their own node, since they essentially 
correspond to their own if statements (if the query qualification matches 
something, do this, otherwise, do this ? e.g., nothing, display an error, 
etc.).  Guides and escalations would probably also warrant having their 
own node.
 
So, in essence, the number of nodes in your graph would be equal to or 
greater than the number of workflow objects in your application.  All 
filters and active links with only an If action get at least one node, all 
those with Else actions get at least two.  You?d need to look at the 
actions in those to determine if more nodes should be applied.
 
The tricky part, then is determining how the nodes are connected, since 
the execution of any basic block in Remedy is for the most part event and 
qualification driven.  It?s less clear cut to analyze than, say, 
structured program code.  However, in designing the application, you 
understand what the flow should be, so you could run through scenarios and 
determine which workflow will fire under what circumstances and derive 
most of the edges between the nodes.  I say most, because it seems easier 
to run into situations where unexpected or bad data could cause unexpected 
behavior than you might get with structured programs.
 
So, let?s take a very simple example.  Let?s say we have a form that has a 
button and two fields, Field 1 and Field 2.  Clicking on the button 
triggers an active link that looks for an entry in another form that 
matches the text entered in Field 1 and sets Field 2 with the results and 
then pops up a notification.  You might have something like this:
 
· The active link for the button would get one Node.  This is the 
start node.
· The Set fields action might get three nodes (because it?s 
essentially another If statement) ? a node for the decision point (is 
there a matching entry), a node for setting Field 2 to the found value, 
and another for setting it to $NULL$ if no matching entry is found.
· The notify action does not get a node, because it is not a 
decision point.  It?s just included as part of the node for the active 
link.  (I?m not very sure about this one, though, since you essentially 
have control passing from the conditional statement to the notification).
· There is an end node.
 
So, in the end, we end up with 5 nodes that look something like this:
 
O
|
O
|\
OO
|/
O
 
So, with that, we would get M = E ? N + 2P = 5 ? 5 + 2*1 = 1
 
Hmm.  1 doesn?t sound right.  Maybe it would be higher if there was 
looping involved or if we branched off into other workflow.
 
Well, that was just a stab.  Thoughts?
 
Lyle
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: Thursday, May 14, 2009 7:58 PM
To: arslist@ARSLIST.ORG
Subject: Cyclomatic Complexity
 
** I found this interesting.  I wonder how one could apply this to a 
Remedy application.

http://en.wikipedia.org/wiki/Cyclomatic_complexity

Axton Grams
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 


NOTICE: This email message is for the sole use of the intended 
recipient(s) and may contain confidential and privileged information. Any 
unauthorized review, use, disclosure or distribution is prohibited. If you 
are not the intended recipient, please contact the sender by reply email 
and destroy all copies of the original message.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us 

Re: Need some feedback on AR Server in a multiple language environment?

[Tony Worthington]

Are you Unicode now?  If not, I can see that as the major hurdle.


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Pruitt, Christopher J christopher.pru...@eds.com
To:
arslist@ARSLIST.ORG
Date:
05/14/2009 11:58 AM
Subject:
Need some feedback on AR Server in a multiple language environment?
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
I could really use some feedback from anyone on the list who has dealt 
with moving AR System from a English Only version to a multiple language 
environment. I am looking to information on how hard would it be to 
accomplish and what are some of the pitfalls, issues, need to knows, etc.
We currently run on a 
OS: SUN OS 5.9
DB: Oracle 10g
AR Server: Version 7.1 unpatched.
Christopher Pruitt
Consultant Specialist
EDS, an HP Company
mailto: christopher.pru...@eds.com 
We deliver on our commitments
so you can deliver on yours. 
Confidentiality Notice: This message and any files transmitted with it are 
intended for the sole use of the entity or individual to whom it is 
addressed, and may contain information that is confidential, privileged, 
and exempt from disclosure under applicable law. If you are not the 
intended addressee for this e-mail, you are hereby notified that any 
copying, distribution, or dissemination of this e-mail is strictly 
prohibited. If you have received this e-mail in error, please immediately 
destroy, erase, or discard this message. Please notify the sender 
immediately by return e-mail if you have received this e-mail by mistake.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Question about running ITSM 7.5 in Virtualized Vmware ESX SQL Servers

[Tony Worthington]

I don't think being virtualized will be the issue - that's just a whole 
lot to cram on one server.  From an administrative perspective it may be a 
nightmare.  Touch one thing you break three others.  I would also 
recommend moving the SQL to its own (virtual) cluster/server.

Take a look at the BSM Interoperability documents on the support site. 
They will give you an idea of how BMC recommends splitting products 
amongst servers.

BSM Interoperability 7.5.1 Installation Overview


http://documents.bmc.com/supportu/documents/13/42/101342/101342.pdf

BSM Interoperability 7.5.1 Installation and Configuration Guide
 

http://documents.bmc.com/supportu/documents/13/40/101340/101340.pdf

The Reference Architecture documentation will discuss sizing requirements. 
 400 concurrent users is considered small in the document.

http://documents.bmc.com/supportu/documents/54/35/95435/95435.pdf


hth
Tony

  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Bilinski, John john.bilin...@usdoj.gov
To:
arslist@ARSLIST.ORG
Date:
05/13/2009 08:57 AM
Subject:
Question about running ITSM 7.5 in Virtualized Vmware ESX SQL Servers
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
All, 
I would like your comments on this question: 
Is it a good idea to run the full ITSM Suite version 7.5 including BOEXI 
R2 Ent, SRM, RKM and Dashboards on a virtualized SQL Server 2005 64-bit 
database with direct channels to the SAN running on three load-balanced 
and clustered VMWare ESX 3.5 servers each with Quad/Quad processors and 
128 GB of RAM. Is anyone running a virtualized SQL Server for an 
enterprise ITSM 7.5 application? The planned user base for this system is 
planned for 200 concurrent support staff initially but may grow to 400.
Thanks. 

John Bilinski 
US Department of Justice 
Operations Services Staff 
Contractor CSC 
202-305-3202 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Chaninging the URL in teh Analytics caned repoorts

[Tony Worthington]

There is a section in the install manual which details what needs to be 
changed.

p55

Modifying object properties for BMC Remedy Change
Management
If you are using BMC Analytics for BSM to report on BMC Remedy Change
Management in a single sign-on environment, you must use the Designer tool 
to
customize the ITSM universe by updating the properties of some of the 
objects in
the ITSM universe.

  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Howard Richter hbr4...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
05/13/2009 03:06 PM
Subject:
Chaninging the URL in teh Analytics caned repoorts
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
All,
 
I hope this note finds everyone well. I have an issue with the Analytics 
canned reports and the URL they in bed in the report.
 
For example if you open the change report 03 (if forgot the title) and 
refresh it from my system (or any system other then the out of box data). 
The link created for the Change ID references a BMC server called 
svl-atrium-02.labs.bmc.com (?
http://svl-atrium-02:8080/arsys/servlet/ViewFormServlet?form=CHG:Infrastructure%20Changeserver=svl-atrium-02.labs.bmc.comusername=wh5678pwd=fredqual=%27Change%20ID*%2B%27%3D%22CRQ0003%22
?)
I have looked at all of the Analytics docs and am lost on how to change 
the reference to the BMC server to the in house one.
 
Any ideas?
 

-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified 
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: ITSM 7.0.3 - Incident/Change error message.

[Tony Worthington]

Yep.  BMC defect SW00271646

To stop the error and push the record through, add a character to 
InstanceID.


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Chowdhury, Tauf tauf.chowdh...@frx.com
To:
arslist@ARSLIST.ORG
Date:
05/12/2009 10:30 AM
Subject:
ITSM 7.0.3 -  Incident/Change error message.
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
All,
I am seeing the following error repeatedly in arerror.log:
390603 : The value(s) for this entry violate a unique index that has been 
defined for this form : NTE:SYS-Group NT Control entry:NTG00123574 
fields: 100205 179  (ARERR 382)
 
Those 2 fields are Ticket Request ID and Instance ID?
Anyone see this before? 
 
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779
 
 
This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended 
solely for the use of the individual or entity to which it is addressed. 
If you are not the intended recipient of this e-mail, or the employee or 
agent responsible for delivering this e-mail to the intended recipient, 
you are hereby notified that any dissemination, distribution, copying or 
action taken in relation to the contents of and attachments to this e-mail 
is strictly prohibited and may be unlawful. If you have received this 
e-mail in error, please notify the sender immediately and permanently 
delete the original and any copy of this e-mail and any printout.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

[Tony Worthington]

We have an Operational Categorizations for these (call transfers, hangups, 
etc) but don't use product name in those cases.


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Lammey, Peter A. peter.a.lam...@espn.com
To:
arslist@ARSLIST.ORG
Date:
05/12/2009 10:55 AM
Subject:
ITSM 7 Product Names for Help Desk redirected or misdirected calls
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Our Help desk is looking into running reports on all the incident tickets 
submitted by our IT staff and getting a breakdown of the number of tickets 
submitted with specific Product Names entered into the tickets.
Many tickets are generated from templates by our call centers so we can 
provide a means for the Help desk to track most of the tickets with a 
proper Product Name.
 
During a discussion on this, we are trying to come up with a Product Name 
and CTI for the times where people would call the Help Desk when the call 
should have been directed to a different staff since the call was 
basically misdirected.
There are also times that a person calls to get conference in with another 
co-worker.
We are not sure how those tickets could be categorized as far as a product 
is concerned.
 
What have any others out there that use Incident 7 done for setting the 
Product Name for tickets such as these when creating tickets or even 
change requests?
 
 
Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761
 
 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Webservice - sample script for a basic Remedy form

[Tony Worthington]

Take a look at SoapUI.  Not a script but should do what you're looking 
for.

http://www.soapui.org/


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Sean Harrodine sean_rem...@yahoo.co.uk
To:
arslist@ARSLIST.ORG
Date:
05/11/2009 01:54 PM
Subject:
Webservice - sample script for a basic Remedy form
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hi everyone,
 
Can anyone assist me with the following please.
 
I am starting work on our first web service and was wondering if there are 
any sample scripts knocking around or have BMC supplied any in the past ?, 
for passing some test data through to a test form with the basic fields 
mandatory fields to create a ticket, and then to receive the response back 
?
 
If anyone knows of any script (preferably Perl) or was able to share then 
i would be more than grateful or alternatively, any other pointers.
 
Many thanks in advance guys/gals.
 
rgds,
Sean

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

User tool closes when executing a Crystal Report

[Tony Worthington]

Has anyone encountered an issue which causes Remedy to close when trying 
to view or print a Crystal Report?

This started happening a couple of days ago on a few of our systems here 
and seems to be spreading throughout the user community.

Nothing has changed with regards to Remedy configuration.  I'm working 
with our desktop team to pin down any updates or other s/w changes.

All of the typical ODBC issue fixes don't do a thing:

Data source configuration
Uninstall Remedy and reinstall
Verify info for report server/port
Clean temp directory

Upgrading the user tool to 7.1p6 does not fix the issue.

There is no error message -- aruser just closes, poof, gone.  The rpt file 
gets created in %temp% but that's it.  We have users that can't report on 
their PC use another and it will work for them.  We have other users that 
can't report no matter what PC they use.

 I'm stumped, can't find a pattern, and still stuck at front-line with BMC 
support.

Any ideas appreciated!

Tony

ARS 7.1p2
User 7.1p2,3,6


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: User tool closes when executing a Crystal Report

[Tony Worthington]

Rick -

Nope - not a virus.

No, not limited to a single report.  It's any report.  A report will work 
on one users PC and close on another. 




  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Rick Cook remedyr...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
05/07/2009 10:34 AM
Subject:
Re: User tool closes when executing a Crystal Report
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Skynet virus?Or (and probably more likely) maybe a corrupted copy of the 
report is being accessed?Rick
Sent from my Verizon Wireless BlackBerry
From: Tony Worthington 
Date: Thu, 7 May 2009 10:26:21 -0500
To: arslist@ARSLIST.ORG
Subject: User tool closes when executing a Crystal Report
Has anyone encountered an issue which causes Remedy to close when trying 
to view or print a Crystal Report?

This started happening a couple of days ago on a few of our systems here 
and seems to be spreading throughout the user community.

Nothing has changed with regards to Remedy configuration.  I'm working 
with our desktop team to pin down any updates or other s/w changes.

All of the typical ODBC issue fixes don't do a thing:

Data source configuration
Uninstall Remedy and reinstall
Verify info for report server/port
Clean temp directory

Upgrading the user tool to 7.1p6 does not fix the issue.

There is no error message -- aruser just closes, poof, gone.  The rpt file 
gets created in %temp% but that's it.  We have users that can't report on 
their PC use another and it will work for them.  We have other users that 
can't report no matter what PC they use.

 I'm stumped, can't find a pattern, and still stuck at front-line with BMC 
support.

Any ideas appreciated!

Tony

ARS 7.1p2
User 7.1p2,3,6


 Tony Worthington
 Sr. Technical Analyst
 Kohl's Department Stores
 N56 W17000 Ridgewood Drive
 Menomonee Falls, WI 53051
 262.703.7763 (phone)
 tony.worthing...@kohls.com
 www.kohls.com
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or 
use of the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves 
the right to retrieve and read any message created, sent and received. 
Kohl's reserves the right to monitor messages by authorized Kohl's 
Associates at any time
without any further consent.

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

ITSM7 escalation thread whitepaper?

[Tony Worthington]

A while back there was a discussion around moving various ITSM7 
escalations to their own threads after the release of 7.1.

Does anyone know if there was anything ever produced on this topic or if 
the escalations in ITSM7.5 were optimized by specifying a thread/pool?

Thanks,
Tony


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: ITSM7 escalation thread whitepaper?

[Tony Worthington]

That's the approach I would be taking but escalations internal to ITSM7 
seem to cause contention.  I've come up with a few threads already for 
stuff I don't want blocked and logically grouped similar to Rick's 
suggestion:

Our custom data feeds
SYS:Action
NTE
Approval functions
SLM
Housekeeping (Alert cleanup, basically anything with a timed 
application-delete-entry etc)

We don't use change or yet, so they're not included...

And we are so behind on patches now and so customized that escalation pool 
will be a drop in the bucket for things to reapply.  ;-)


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
strauss stra...@unt.edu
To:
arslist@ARSLIST.ORG
Date:
05/07/2009 12:54 PM
Subject:
Re: ITSM7 escalation thread whitepaper?
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
I have not tried this yet, especially since it is just as well documented 
as the basic structure of server ports and queues for ITSM 7 (not well at 
all, and my detailed question about it posted here and on BMCDN on 23 Feb 
09 went basically unanswered in both forums), but wouldn?t a logical 
approach be to define a second (or more) escalation thread, and then 
assign all custom escalations to Pool Number = 2.  That way you don?t lose 
customization of thread pool to the OOTB escalations every time you apply 
an ITSM 7 patch.  Basically, let the OOTB code default to thread 1, but 
put all custom escalations on a different thread. 
 
Just a thought as I labor to clean up after the changes imposed by 
applying ITSM 7 patch 008/009, which appear to have modified the design of 
entire functions that we had customized (for example, CTM:PeopleSearch).
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Thursday, May 07, 2009 12:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 escalation thread whitepaper?
 
I remember seeing something last year, Tony. The basics were to break up 
the threads either by application or by function. 

Rick
Sent from my Verizon Wireless BlackBerry

From: Tony Worthington 
Date: Thu, 7 May 2009 12:29:41 -0500
To: arslist@ARSLIST.ORG
Subject: ITSM7 escalation thread whitepaper?
A while back there was a discussion around moving various ITSM7 
escalations to their own threads after the release of 7.1.

Does anyone know if there was anything ever produced on this topic or if 
the escalations in ITSM7.5 were optimized by specifying a thread/pool?

Thanks,
Tony


 Tony Worthington
 Sr. Technical Analyst
 Kohl's Department Stores
 N56 W17000 Ridgewood Drive
 Menomonee Falls, WI 53051
 262.703.7763 (phone)
 tony.worthing...@kohls.com
 www.kohls.com

CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or 
use of the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves 
the right to retrieve and read any message created, sent and received. 
Kohl's reserves the right to monitor messages by authorized Kohl's 
Associates at any time
without any further consent.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: Sending Remedy Alerts To A Lotus Sametime Chat

[Tony Worthington]

I think the new Sametime 8 supports the Jabber/XMPP protocol.  That should 
open up the options...

http://en.wikipedia.org/wiki/IBM_Lotus_Sametime

One of the features is IBM Lotus Sametime Gateway, which adds support for 
communication with users of AOL, Yahoo, Google Talk and various XMPP based 
Jabber communities. Lotus Sametime is built on the Eclipse platform, 
allowing developers familiar with the framework to easily write plug-ins 
for Lotus Sametime.[1]


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Thad K Esser tkes...@regence.com
To:
arslist@ARSLIST.ORG
Date:
04/29/2009 01:57 PM
Subject:
Sending Remedy Alerts To A Lotus Sametime Chat
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Has anyone ever tried, successfully or not, to get Remedy to send alerts 
to
a Lotus Sametime chat or announcement?

My googling and arslist archive searches aren't proving very fruitful.  My
Notes knowledge is only as a user, so even some better search terms would
help.

ARS 7.1
Lotus Notes 8

Thanks in advance,
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach


*IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely 
for the entity or individual to whom it is addressed.  If you are not the 
intended recipient, you should delete this message and are hereby notified 
that any disclosure, copying, or distribution of this message is strictly 
prohibited.  Nothing in this email, including any attachment, is intended 
to be a legally binding signature.
*

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.
image/jpeg

Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

[Tony Worthington]

Interesting.  I don't see anything related to preload as Lyle mentioned.

Does anyone know where that configuration is stored?  DB?


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Manish SINGLA manish.sin...@st.com
To:
arslist@ARSLIST.ORG
Date:
04/24/2009 12:22 AM
Subject:
Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Hello Tony,
 
Please find following ar.conf
 
Regards
Manish
 
euxa91{rem_live}# cat ar.conf
Currency-Ratio-Client-Refresh-Interval: 60
Email-Import-Form-By-Default: T
Plugin-Path: /remedy/software/ARSystem/objectstore/bin
Plugin: /remedy/software/ARSystem/objectstore/bin/libossync.sl
RE-Log-File-Location: /remedy/software/ARSystem/reconcile/Logs
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libomfobjiefilapi.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libarfslasetup.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libomfobjiefilapi.sl
Plugin-Path: /remedy/software/ARSystem/sla/bin
Plugin: /remedy/software/ARSystem/sla/bin/libarfslasetup.sl
Submitter-Mode: 1
Allow-Guest-Users: F
Use-Password-File: F
Default-Web-Path: http://euxa91.sgp.st.com:8080/arsys
ARDBC-LDAP-Cert-DB:
ARDBC-LDAP-Cert-Name:
ARDBC-LDAP-User-DN: 
uid=remedy_sync,ou=admin_account,ou=services,dc=st,dc=com
ARDBC-LDAP-Hostname: ldap-read.sgp.st.com
ARDBC-LDAP-Key-DB:
ARDBC-LDAP-Key-Password:
ARDBC-LDAP-Port: 389
ARDBC-LDAP-UsingSSL: F
AREA-LDAP-Bind-User: 
uid=remedy_sync,ou=admin_account,ou=services,dc=st,dc=com
AREA-LDAP-Port: 389
AREA-LDAP-Hostname: ldap-read.sgp.st.com
AREA-LDAP-Use-Groups: 0
AREA-LDAP-User-Base: dc=st,dc=com
AREA-LDAP-User-Filter: uid=$\USER$
AREA-LDAP-UseSSL: F
ARDBC-LDAP-Password: 
FVF9p060fxoyV1gIaCpbvMD6FdxpUSCaUot2W8ohKowwqH/fOCuqlWiaJCZf67V0zvKTYa0tSot45LbPJLklgJK2urkoJNEqKwrl96HhaA6y8H/7bt1Wvg==
AREA-LDAP-Bind-Password: 
cXnDTOFAqC5sd3tLkRQkiCQALYOGUiF2hVJrQT3SYTRWcFly+lSllXr3sR7kUt839+/wCZfFuvoJA+dGCsP6NKnr4upQ2P4tY3X+F4FO7TFlZN3je7rUsg==
Db-Max-Attach-Size: 1000
Server-Plugin-Default-Timeout: 300
Crossref-Blank-Password: T
Per-Thread-Logging: F
Record-Server-Events: 12;
DSO-Timeout-Normal: 3600
Set-Process-Timeout: 60
Save-Login: 2
Internal-User-Instance-Timeout: 7200
License-Timeout: 1
Distrib-Log-File: /remedy/software/ARSystem/db/report2211.log
Filter-Max-Total: 1
Application-Enable: T
Oracle-Cursor-Sharing: SIMILAR
Cache-Mode: 1
Server-Name: euxa91
Server-directory: /remedy/software/ARSystem/db
Register-With-Portmapper: T
Multiple-ARSystem-Servers: T
Db-name: ARSystem
Db-user: ARAdmin
Alternate-Approval-Reg: T
Dbhome-directory: /ora_hdlive/software
Oracle-Two-Task: hdlive
Db-Character-Set: UTF-8
Plugin: /remedy/software/ARSystem/bin/reportplugin.sl
Plugin: /remedy/software/ARSystem/bin/ardbcldap.sl
Plugin: /remedy/software/ARSystem/bin/arealdap.sl
Plugin: /remedy/software/ARSystem/bin/ardbcconf.sl
External-Authentication-RPC-Socket: 390695
Plugin: /remedy/software/ARSystem/bin/libwebservice.sl
ARF-Java-Class-Path: 
/remedy/software/ARSystem/bin/arapi63.jar:/remedy/software/ARSystem/bin/axis.jar:/remedy/software/ARSystem/bin/log4j-1.2.8.jar:/remedy/software/ARSystem/bin/websvc63.jar:/remedy/software/ARSystem/bin/wsdl4j.jar:/remedy/software/ARSystem/bin/xercesImpl.jar:/remedy/software/ARSystem/bin/xmlParserAPIs.jar:/remedy/software/ARSystem/bin/commons-logging.jar:/remedy/software/ARSystem/bin/commons-discovery.jar:/remedy/software/ARSystem/bin/jaxrpc.jar:/remedy/software/ARSystem/bin/saaj.jar
Allow-Unqual-Queries: F
Debug-GroupId: 483
Delay-Recache-Time: 5
Private-RPC-Socket:  390620   2  10
Private-RPC-Socket:  390621   2  10
Private-RPC-Socket:  390622   2   2
Private-RPC-Socket:  390635   2  15
Server-Stats-Rec-Interval: 7200
Escalation-Log-File: /remedy/software/ARSystem/db/aresc1.log
Filter-Log-File: /remedy/software/ARSystem/db/arfilter19.log
SQL-Log-File: /remedy/software/ARSystem/db/arsql_001.log
API-Log-File: /remedy/software/ARSystem/db/arapi_001.log
Debug-mode: 0
Server-Stats-Rec-Mode: 0
Disable-Escalations: T
Admin-Only-Mode: F
Homepage-Form: Home Page
euxa91{rem_live}#

From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Thursday, April 23, 2009 11:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

Can you share the ar.conf/cfg lines relevant to the preload?


 Tony Worthington
 Sr. Technical Analyst
 Kohl's Department Stores
 N56 W17000 Ridgewood Drive
 Menomonee Falls, WI 53051
 262.703.7763 (phone)
 tony.worthing...@kohls.com
 www.kohls.com



From: 
Lyle Taylor tayl...@ldschurch.org 
To: 
arslist@ARSLIST.ORG 
Date: 
04/23/2009 11:07 AM 
Subject: 
Re: CRITICAL:URGENT: ARSystem

Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

[Tony Worthington]

Speaking of which ... has anyone with a remote Oracle database had a 
chance to see if they can get their startup times back down to 1-2 minutes 
using the preload cache/threads with ITSM7?


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Guillaume Rheault guilla...@dcshq.com
To:
arslist@ARSLIST.ORG
Date:
04/23/2009 09:44 AM
Subject:
Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
If you are using ARS 7.5, you got to take advantage of the new Preload 
Tables Configuration.
This feature you can find it documented in the config guide.
Open AR System Administration: Server Information, then click on the 
Advanced tab.

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick 
zandi
Sent: Thu 04/23/09 10:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

BMC -- last time I checked:: Recommended that the Switch connections 
should
be the same..
I.E  ARS on same Switch as the DB server.
Traversing Subnets, and Vlans is a Drag on performance.

Do some TNSPings and see what responses are you getting ..
I believe you can add a packet length..  like   -l 5000
5000 Bite Packet in a ping..   This might help check response too.

have fun.

On Thu, Apr 23, 2009 at 9:58 AM, Lammey, Peter A.
peter.a.lam...@espn.comwrote:

 Is the database an Oracle 10gR2 database?

 We found out after our upgrade to AR System 7.01 and upgrade to ITSM 
7.02
 applications that the Remedy application startup went up from a couple
 minutes to at least 9-10 minutes.

 Never discovered a good solution for it.

 Thanks
 Peter Lammey
 ESPN IT Client Architecture and Automation
 860-766-4761

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] On Behalf Of LJ Longwing
 Sent: Thursday, April 23, 2009 9:56 AM
 To: arslist@ARSLIST.ORG
  Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

 Standard TSing for this would be:

 Is all of your hardware set at 100MB/Full (or gb if you have that 
capacity)
 Turn on DB logging (at the DB and arsystem level) during start, see 
where
 the delay is happening What type of DB is it?  MS SQL, Oracle, Sybase, 
etc?

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] On Behalf Of Manish SINGLA
 Sent: Thursday, April 23, 2009 7:51 AM
 To: arslist@ARSLIST.ORG
 Subject: CRITICAL:URGENT: ARSystem is taking 20 mins to start

 Hello List,

 We are facing a issue like arsystem processes takes 20 mins to restart.

 Just last week we have migrated to new architecture, earlier we had
 Mid-tier/ARS and DB on same HPUX machine.
 Which usually takes 1.5 mins to start all Remedy processes.

 But now we have a separate machine for DB out side ARS machine but local 
to
 network(in same datacenter).
 Now it takes 20 mins to start.

 When we start first four processes starts at a glance as follows:
 root 14001 13998  0  Apr 22  ? 0:00
 /remedy/software/ARSystem/reconcile/bin/arrecond -s euxa91 -i /
 root 14003 13998  0  Apr 22  ? 0:01
 /remedy/software/ARSystem/bin/arservapd -s euxa91 -i /remedy/so
 root 14004 13998 16  Apr 22  ?609:05
 /remedy/software/ARSystem/bin/arserverd -s euxa91 -i /remedy/so
 root 13998 1  0  Apr 22  ? 0:00
 /remedy/software/ARSystem/bin/armonitor -s euxa91 -c /etc/arsys

 But rest of the following takes 20 mins to start with.

 root 18921 13998  0  Apr 22  ? 1:09
 /remedy/software/ARSystem/bin/arplugin -s euxa91 -i /remedy/sof
 root 18919 13998  0  Apr 22  ? 0:00
 /remedy/software/ARSystem/bin/arsvcdsp -s euxa91 -d /remedy/sof
 root 18920 13998  0  Apr 22  ? 1:35
 /remedy/software/ARSystem/bin/arservdsd -s euxa91 -i /remedy/so
 root 18909 14004  0  Apr 22  ? 0:01
 /remedy/software/ARSystem/bin/arforkd -s euxa91 -l /remedy/soft
 root 18012 1  0 10:39:01 ? 0:00 sh -c
 /remedy/software/ARSystem/sla/bin/brsvcbrie
 root 18013 18012 23 10:39:01 ?29:32
 /remedy/software/ARSystem/sla/bin/brsvcbrie


 ARSystem is quite trivial and frequent at server level, hence we can't
 afford this much of delay which leads to outage.

 Please advice ASAP. Will be very grateful to you.

 Regards
 Manish


 

 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
 Sponsor:rmisoluti...@verizon.net 
sponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are


 
___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum
 Sponsor:rmisoluti...@verizon.net 
sponsor%3armisoluti

Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

[Tony Worthington]

Can you share the ar.conf/cfg lines relevant to the preload?


  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.7763 (phone)
  tony.worthing...@kohls.com
  www.kohls.com




From:
Lyle Taylor tayl...@ldschurch.org
To:
arslist@ARSLIST.ORG
Date:
04/23/2009 11:07 AM
Subject:
Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
We?ve got 7.5 with Atrim, Incident and Problem installed with ALL language 
packs with a remote Oracle database and the AR Server running on SUSE 
Linux 10 , and our last restart took 2.5 minutes.  It?s even faster 
without the extra language packs.  That?s a definite improvement over what 
we were seeing before on 7.1 with ONE language pack installed (6-7 minutes 
in this environment).
 
Lyle
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Thursday, April 23, 2009 9:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start
 
Speaking of which ... has anyone with a remote Oracle database had a 
chance to see if they can get their startup times back down to 1-2 minutes 
using the preload cache/threads with ITSM7?


 Tony Worthington
 Sr. Technical Analyst
 Kohl's Department Stores
 N56 W17000 Ridgewood Drive
 Menomonee Falls, WI 53051
 262.703.7763 (phone)
 tony.worthing...@kohls.com
 www.kohls.com



From: 
Guillaume Rheault guilla...@dcshq.com 
To: 
arslist@ARSLIST.ORG 
Date: 
04/23/2009 09:44 AM 
Subject: 
Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start 
Sent by: 
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
 




** 
If you are using ARS 7.5, you got to take advantage of the new Preload 
Tables Configuration.
This feature you can find it documented in the config guide.
Open AR System Administration: Server Information, then click on the 
Advanced tab.

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of patrick 
zandi
Sent: Thu 04/23/09 10:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

BMC -- last time I checked:: Recommended that the Switch connections 
should
be the same..
I.E  ARS on same Switch as the DB server.
Traversing Subnets, and Vlans is a Drag on performance.

Do some TNSPings and see what responses are you getting ..
I believe you can add a packet length..  like   -l 5000
5000 Bite Packet in a ping..   This might help check response too.

have fun.

On Thu, Apr 23, 2009 at 9:58 AM, Lammey, Peter A.
peter.a.lam...@espn.comwrote:

 Is the database an Oracle 10gR2 database?

 We found out after our upgrade to AR System 7.01 and upgrade to ITSM 
7.02
 applications that the Remedy application startup went up from a couple
 minutes to at least 9-10 minutes.

 Never discovered a good solution for it.

 Thanks
 Peter Lammey
 ESPN IT Client Architecture and Automation
 860-766-4761

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] On Behalf Of LJ Longwing
 Sent: Thursday, April 23, 2009 9:56 AM
 To: arslist@ARSLIST.ORG
  Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

 Standard TSing for this would be:

 Is all of your hardware set at 100MB/Full (or gb if you have that 
capacity)
 Turn on DB logging (at the DB and arsystem level) during start, see 
where
 the delay is happening What type of DB is it?  MS SQL, Oracle, Sybase, 
etc?

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arsl...@arslist.org] On Behalf Of Manish SINGLA
 Sent: Thursday, April 23, 2009 7:51 AM
 To: arslist@ARSLIST.ORG
 Subject: CRITICAL:URGENT: ARSystem is taking 20 mins to start

 Hello List,

 We are facing a issue like arsystem processes takes 20 mins to restart.

 Just last week we have migrated to new architecture, earlier we had
 Mid-tier/ARS and DB on same HPUX machine.
 Which usually takes 1.5 mins to start all Remedy processes.

 But now we have a separate machine for DB out side ARS machine but local 
to
 network(in same datacenter).
 Now it takes 20 mins to start.

 When we start first four processes starts at a glance as follows:
 root 14001 13998  0  Apr 22  ? 0:00
 /remedy/software/ARSystem/reconcile/bin/arrecond -s euxa91 -i /
 root 14003 13998  0  Apr 22  ? 0:01
 /remedy/software/ARSystem/bin/arservapd -s euxa91 -i /remedy/so
 root 14004 13998 16  Apr 22  ?609:05
 /remedy/software/ARSystem/bin/arserverd -s euxa91 -i /remedy/so
 root 13998 1  0  Apr 22  ? 0:00
 /remedy/software/ARSystem/bin/armonitor -s euxa91 -c /etc/arsys

 But rest of the following takes 20 mins to start with.

 root 18921 13998  0  Apr 22  ? 1:09
 /remedy/software/ARSystem/bin/arplugin -s euxa91 -i /remedy/sof
 root 18919 13998  0  Apr 22

Re: Incident Auto-Close # Days Config?

[Tony Worthington]

It's hardcoded in an escalation.

HPD:INC:AutoCloseResolved





From:
Mark Lev mark@rightstarsystems.com
To:
arslist@ARSLIST.ORG
Date:
04/16/2009 10:28 AM
Subject:
Incident Auto-Close # Days Config?
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Any one know where the configuration field is to set the number of days to 
auto close an Incident?  I see it's in Rules for Change, but cannot seem 
to find it in manuals or anywhere on any forms I looked at for Incident.
I'm either staring right at it and don't see it, they've hidden much 
better in this version, or it is no longer a configurable Item... 
ARS 7.1
ITSM 7.0.3
Thanks,
Mark
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Incoming Email Attachments Question (Non-template)

[Tony Worthington]

Attachments do work... we do not have templates configured here and get 
the attachments on the tab.  Take a look in the form AR System Email 
Attachments -- is there anything there?




From:
YHK yozarsl...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
04/15/2009 02:15 PM
Subject:
Incoming Email Attachments Question (Non-template)
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** Hello all,

I'm trying to setup where a customer can email an incoming mailbox I have 
configured on our remedy system. ARS7.1p03. The emails are to be received 
and processed to update the work info for the appropriate Incident, which 
I have all working now. However, customer's are allowed to email 
attachments on any update to the Incident. I assumed that the Attachments 
tab on the AR Email Messages form would contain that, but I just tested 
several emails to my inbox and no attachments were in the attachments 
table. Sent txt, doc and pdf in several test and none show any 
attachments. No errors in the email logs. I know BMC has this setup with 
their support, so it's got to be feasible. Can anyone tell me what I'm 
doing wrong or where the attachments go. Non-template incoming email, and 
incoming mailbox is not setup to parse and execute as it is strictly setup 
for customer email responses.

Thank you in advance!

YHK
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Incoming Email Attachments Question (Non-template)

[Tony Worthington]

Try connecting to the mailbox the same way the server is (imap) -- do you 
see the attachments on the messages?




From:
YHK yozarsl...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
04/15/2009 02:26 PM
Subject:
Re: Incoming Email Attachments Question (Non-template)
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** Hello Tony, nothing there except some .eml files, none of the 
attachments that were sent with the email. Just checked the attchment size 
limit on that form and it is unlimited. Any settings on the email box 
configuration I maybe missing? Using IMAP4 for this particular incoming 
mailbox.

Thank you!
YHK

On Wed, Apr 15, 2009 at 3:20 PM, Tony Worthington 
tony.worthing...@kohls.com wrote:
** Attachments do work... we do not have templates configured here and get 
the attachments on the tab.  Take a look in the form AR System Email 
Attachments -- is there anything there?



From: 
YHK yozarsl...@gmail.com 
To: 
arslist@ARSLIST.ORG 
Date: 
04/15/2009 02:15 PM 
Subject: 
Incoming Email Attachments Question (Non-template) 
Sent by: 
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG




** Hello all,


I'm trying to setup where a customer can email an incoming mailbox I have 
configured on our remedy system. ARS7.1p03. The emails are to be received 
and processed to update the work info for the appropriate Incident, which 
I have all working now. However, customer's are allowed to email 
attachments on any update to the Incident. I assumed that the Attachments 
tab on the AR Email Messages form would contain that, but I just tested 
several emails to my inbox and no attachments were in the attachments 
table. Sent txt, doc and pdf in several test and none show any 
attachments. No errors in the email logs. I know BMC has this setup with 
their support, so it's got to be feasible. Can anyone tell me what I'm 
doing wrong or where the attachments go. Non-template incoming email, and 
incoming mailbox is not setup to parse and execute as it is strictly setup 
for customer email responses.

Thank you in advance!

YHK
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or 
use of the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves 
the right to retrieve and read any message created, sent and received. 
Kohl's reserves the right to monitor messages by authorized Kohl's 
Associates at any time
without any further consent.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Incoming Email Attachments Question (Non-template)

[Tony Worthington]

I'm no expert on mime encoding, but I suppose your email client might be 
doing a multipart/mixed (inline)

Open the .eml with a text editor and see what it contains - it will be the 
message, or the message and the attachment encoded.  Try switching to a 
plain-text configuration (vs rich) and see if it makes a difference.  Send 
an email from Outlook Express and... :-)

MIME-version: 1.0
Content-type: multipart/mixed; boundary=frontier

This is a message with multiple parts in MIME format.
--frontier
Content-type: text/plain

This is the body of the message.
--frontier
Content-type: application/octet-stream
Content-transfer-encoding: base64

PGh0bWw+CiAgPGhlYWQ+CiAgPC9oZWFkPgogIDxib2R5PgogICAgPHA+VGhpcyBpcyB0aGUg
Ym9keSBvZiB0aGUgbWVzc2FnZS48L3A+CiAgPC9ib2R5Pgo8L2h0bWw+Cg==
--frontier--



From:
YHK yozarsl...@gmail.com
To:
arslist@ARSLIST.ORG
Date:
04/15/2009 02:50 PM
Subject:
Re: Incoming Email Attachments Question (Non-template)
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** Tony, was trying from my outlook the whole time and noticed all my 
incoming emails from my outlook had a single .eml attachment. For giggles, 
I forwarded one of the emails to my gmail account that had a single .doc 
file. Emailed it to the incoming mailbox in question and it DOES show the 
.doc attachment. Now I need to figure out why that incoming mailbox is 
creating a .eml file for my outlook emails

On Wed, Apr 15, 2009 at 3:23 PM, Eli Schilling eli.schill...@thecreek.com
 wrote:
** 
The actual attachments are stored in an Email Attachment form and linked 
to the Email Message form by the Email Association form.  You need to 
build workflow to collect the attachment from the Attachments form and 
move it into your Work Info record.

From: Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] On Behalf Of YHK
Sent: Wednesday, April 15, 2009 12:15 PM
To: arslist@ARSLIST.ORG

Subject: Incoming Email Attachments Question (Non-template)

** Hello all,


I'm trying to setup where a customer can email an incoming mailbox I have 
configured on our remedy system. ARS7.1p03. The emails are to be received 
and processed to update the work info for the appropriate Incident, which 
I have all working now. However, customer's are allowed to email 
attachments on any update to the Incident. I assumed that the Attachments 
tab on the AR Email Messages form would contain that, but I just tested 
several emails to my inbox and no attachments were in the attachments 
table. Sent txt, doc and pdf in several test and none show any 
attachments. No errors in the email logs. I know BMC has this setup with 
their support, so it's got to be feasible. Can anyone tell me what I'm 
doing wrong or where the attachments go. Non-template incoming email, and 
incoming mailbox is not setup to parse and execute as it is strictly setup 
for customer email responses.

Thank you in advance!

YHK
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are

Re: Creating a new CMDB Class

[Tony Worthington]

What version of CMDB are you running?  There is a compatibility issue 
between CMDB 2.0p4 and ARS 7.1

Here is some information from my encounter with this issue:

4) As per the information, you have CMDB 2.0.1 P3 with AR Server 7.1 P2 ( 
CMDB 2.0.1 P3 is not compatible with ARS 7.1, you must upgrade your CMDB 
to CMDB 2.0.1 P4 or onwards. Latest CMDB Version is 2.1 P3). 

When I use cmdbdriver I can get the class from the other server using 
xexpdf.  When using impdf the server crashes with the following error and 
nothing is imported:

Mon Aug 11 12:39:11 2008  390600 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Aug 11 12:39:11 2008 
   Timestamp: Mon Aug 11 2008 12:39:11.7080 
   Thread Id: 8064
   Version: 7.1.00 Patch 002 RTCL-05/23/08 200802201753 May 23 2008 
10:30:13
   ServerName: remedy-test 
   Database: SQL -- Oracle
   Hardware: Intel Pentium
   OS: Windows NT 5.2
   RPC Id: 160477
   RPC Call: 40 (EXP)
   RPC Queue: 390600
   Client: User tkmah83 from Unidentified Client (protocol 12) at IP 
address 10.1.35.2
   Form: 
   Logging On: Alert User Thread
   Code: c005
   Operation: read
   Access Addr: 0x5c
   Stack Begin: 
  Addr: 013D11D4
  Addr: 0141103F
  Addr: 0140792C
  Addr: 019AFE21
   Stack End 

Mon Aug 11 12:39:11 2008  390600 : AR System server terminated when a 
signal/exception was received by the server (ARNOTE 20)
Mon Aug 11 12:39:11 2008 0xc005
Mon Aug 11 12:39:11 2008  390600 : AR System server terminated -- fatal 
error encountered (ARNOTE 21)

ARS 7.1p2
CMDB 2.0.1p3 




From:
Harry Pugh harry.p...@americansystems.com
To:
arslist@ARSLIST.ORG
Date:
04/08/2009 09:43 AM
Subject:
Creating a new CMDB Class
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



I've attempted to create a new CELL_PHONE CI class per my user's
requirements but it's been stuck in 'Change Pending' since yesterday,
and I can't seem to find a way to get it to take into the system. When I
try to 'View Log' the class I don't see any data at all. I tried to
manually kick it off by submitting a record in the RE:Job Operation form
with the Sync-Meta-Data command but that didn't appear to do anything.

I'm running ARS 7.1 with ITSM 7.0.02 patch 6 in a Windows/MS SQL Server
environment. Is this another feature or am I missing a step? 

Mike Pugh
Software Engineer

AMERICAN SYSTEMS
13990 Parkeast Circle
Chantilly, VA 20151
www.AmericanSystems.com

phone: (703) 968-5265
mobile: (203) 434-5082
harry.p...@americansystems.com

Contractor of the Year - 5th Annual Greater Washington Government 
Contractor Awards 

--
LEGAL DISCLAIMER: The information in this email is confidential and may be 
legally privileged. It is intended solely for the addressee. Access to 
this email by anyone else is unauthorized. If you are not the intended 
recipient, any disclosure, copying, distribution or any action taken or 
omitted to be taken in reliance on it, is prohibited and may be unlawful.
--

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

Re: Popup Broadcast Messages

[Tony Worthington]

 It has been licensed to BMC and could well become part of 7.5 in a 
future release, but if you want it for any current versions of AR we can 
get you it.

Sounds interesting.  Based on the statement above, I'm guessing this is a 
proprietary application and not something that is openly available?




From:
Mark Gemmell markgemm...@yahoo.com
To:
arslist@ARSLIST.ORG
Date:
03/23/2009 04:14 AM
Subject:
Re: Popup Broadcast Messages
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Hi 

While it is true that an active link could be made to poll the server 
every minute or so, that kind of solution is not generally popular with 
systems people due to the continuous chatter over the net and in the DB 
plus the spasmodic behaviour in the client is unpleasant (the interface 
temporarily freezes when the active link polls).

We had this same trouble when building our Telephony intergration suite 
for Remedy as our customers are now almost all purely using mid tier.

Clearly telephony requires much more real-time response so the polling 
idea was a non-starter (believe me, we tried to make it work).

To solve it we built a push technology that allows you to send workflow 
events to any grouping of users spontanously from the server. These are 
the same events that active links trigger on.

So all you do is push events (just a text string) to an event-send form in 
the server specifying the users you want to send to. In a few mS the 
active links in their client trigger. What to do with these events after 
that is down to you and your creative genius!

We demonstrated this (REM Event Drive) in the last BMC User World 
(Vancuver). It has been licensed to BMC and could well become part of 7.5 
in a future release, but if you want it for any current versions of AR we 
can get you it.

Let me know if you are intersted. BTW, it works for the WUT as well as mid 
tier.

Cheers

Mark



--- On Sat, 21/3/09, Grooms, Frederick W frederick.w.gro...@xo.com 
wrote:

 From: Grooms, Frederick W frederick.w.gro...@xo.com
 Subject: Re: Popup Broadcast Messages
 To: arslist@ARSLIST.ORG
 Date: Saturday, 21 March, 2009, 12:23 AM
 Actually ... Wouldn't this just be the Alert Tool?
 
 
 
 All you have to do is to push to the Alert Events form the
 message for
 each user.  Each user can set up the Alert Tool to pop up
 or display a
 flashing cursor or play a sound.
 
 
 
 Fred
 
 
 
 
 
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
 Sent: Friday, March 20, 2009 8:45 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Popup Broadcast Messages
 
 
 
 ** Think global field, active link on interval...
 
 
 
 
 From: 
 
 Joseph Kasell Joseph_Kasell 
 
 To: 
 
 arslist@ARSLIST.ORG 
 
 Date: 
 
 03/20/2009 07:38 AM 
 
 Subject: 
 
 Popup Broadcast Messages 
 
 Sent by: 
 
 Action Request System discussion list(ARSList)
 arslist@ARSLIST.ORG
 
 
 
 
 
 
 
 
 Good morning everybody!
 
 We're running ITSM 6 on an ARS 7.0.01 server.
 
 I having a brainlock this morning thinking about this issue
 and am
 wondering if this is something which is a lot simpler than
 what I'm
 thinking it should be or if I'm missing the obvious.
 
 Management here would like to have the ability to have a
 broadcast popup
 message be sent to Remedy users to inform them of important
 activities,
 changes in procedures, etc.  The message and the users who
 are the
 target
 of the message would change as appropriate and as
 circumstances dictate.
 
 We currently are using emails for all notifications from
 Remedy.
 However,
 for this instance, I am asked to see if this can be done
 without the
 need
 to use email since they want to avoid users needing to
 constantly scan
 their mail in the event they want a message sent out.
 
 They also would like the user to click a button on the
 message to
 acknowledge receipt of the message.
 
 I'm thinking, OK, have a display-only form appear with
 a field to hold
 the
 message and a button with an active link to perform a close
 and
 acknowledgement of receipt.  I'm trying to figure out
 how to get that
 form
 to appear on user A's screen while he is in Remedy
 whenever user B
 decides
 that there is a need to compose and broadcast such a
 message.
 
 I know there is the bulletin board in ITSM 6, but it
 requires active
 scanning on the part of the user.  We're looking for a
 popup.
 
 Appreciate the help.
 
 Joe
 
 Joseph Kasell
 Senior Systems Engineer
 Navy Federal Credit Union
 
 
 
 
 
 
 
 
___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: RMI Solutions ARSlist: Where the
 Answers Are


 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers

Re: Format IP Address

[Tony Worthington]

I had to do something similar long-long-ago.  The requirement was to 
validate that the address was a valid class A B or C, and did not fall 
into the private address (10. 172.16 192.168) range.  Perl was my savior.

I'm also curious.  :-)




From:
William Rentfrow wrentf...@stratacominc.com
To:
arslist@ARSLIST.ORG
Date:
03/19/2009 04:05 PM
Subject:
Re: Format IP Address
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
I have to ask out of curiosity - WHY would you want to do that to IP 
addresses?  I'm not usually one to snoop...but I am curious
 
William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com
715-410-8156 C
 

From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Jason
Sent: Thursday, March 19, 2009 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Format IP Address

** 
Make your IP field readonly. Add a small button next to it that opens a 
dialog with 4 separate fields. 1 for each octet. All it would take is 1 
active link to compose your IP Address field.

From: Guillaume Rheault guilla...@dcshq.com
To: arslist@ARSLIST.ORG
Sent: Thursday, March 19, 2009 4:43:14 PM
Subject: Re: Format IP Address

** 
Accomplishing this with ARS seems not trivial at all.
If it can be accomplished, it will look messy and cludgy.

My knee jerk reaction would be to find a shell or perl script that can 
accomplish this and call that script with a set fields $PROCESS$ or filter 
API. The perl archive is the first place I would look in: 
http://www.cpan.org

-Guillaume

-Original Message-
From: Action Request System discussion list(ARSList) on behalf of Nall, 
Roger
Sent: Wed 03/18/09 4:42 PM
To: arslist@ARSLIST.ORG
Subject: OT: Format IP Address

All,



ARS 7.01 p4

Oracle 10g

Solaris 9



We have a request to format data that is stored in a character field.
The data is standard IP addresses: xx.x.xx.xxx The idea is to make each
octet three characters by padding zeros. So the previous example would
look like: 0xx.00x.0xx.xxx. We are wondering if anyone has any
suggestions for doing this when the data is stored in one field.



Thanks,



Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile, USA
Desk:972-464-3712 NEW

Cell: 973-652-6723
FAX:
sf49fanv AIM IM
RogerNall Yahoo IM




___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

__Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___
__Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___
__Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ 


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

Re: Popup Broadcast Messages

[Tony Worthington]

Think global field, active link on interval...




From:
Joseph Kasell joseph_kas...@navyfederal.org
To:
arslist@ARSLIST.ORG
Date:
03/20/2009 07:38 AM
Subject:
Popup Broadcast Messages
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Good morning everybody!

We're running ITSM 6 on an ARS 7.0.01 server.

I having a brainlock this morning thinking about this issue and am
wondering if this is something which is a lot simpler than what I'm
thinking it should be or if I'm missing the obvious.

Management here would like to have the ability to have a broadcast popup
message be sent to Remedy users to inform them of important activities,
changes in procedures, etc.  The message and the users who are the target
of the message would change as appropriate and as circumstances dictate.

We currently are using emails for all notifications from Remedy.  However,
for this instance, I am asked to see if this can be done without the need
to use email since they want to avoid users needing to constantly scan
their mail in the event they want a message sent out.

They also would like the user to click a button on the message to
acknowledge receipt of the message.

I'm thinking, OK, have a display-only form appear with a field to hold the
message and a button with an active link to perform a close and
acknowledgement of receipt.  I'm trying to figure out how to get that form
to appear on user A's screen while he is in Remedy whenever user B decides
that there is a need to compose and broadcast such a message.

I know there is the bulletin board in ITSM 6, but it requires active
scanning on the part of the user.  We're looking for a popup.

Appreciate the help.

Joe

Joseph Kasell
Senior Systems Engineer
Navy Federal Credit Union

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

Re: Port issues with Netcool Gateway connecting to ARS 7.1

[Tony Worthington]

Have you indicated the tcp port on the netcool server via environment 
variables?  ARTCPPORT etc...




From:
James Pifer j...@obrien-pifer.com
To:
arslist@ARSLIST.ORG
Date:
03/19/2009 06:34 AM
Subject:
Port issues with Netcool Gateway connecting to ARS 7.1
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



We just upgraded our server from Win32/ARS 6.x to Linux/ARS 7.1. We also
use Netcool and I'm having trouble getting Netcool's Remedy Gateway to
connect to the new server. Couple questions:

We're running ARS on port 9901. Clients connect fine and I can see in a
netstat -a that it's listening, but nmap from another machine does not
see the port 9901 open. I assume it's a TCP port. 

No firewalls are enabled.

Netcool support also wants me to telnet to the server using port 9901
and verify the credentials to login. I do not get a response trying to
telnet to the port. 

Should this work?

Any help is appreciated. 

Thanks,
James

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

Re: Port issues with Netcool Gateway connecting to ARS 7.1

[Tony Worthington]

Yes - depending on your shell/os.  I remember us having this same issue a 
while back.  The env variable resolved our issues.




From:
James Pifer j...@obrien-pifer.com
To:
arslist@ARSLIST.ORG
Date:
03/19/2009 08:37 AM
Subject:
Re: Port issues with Netcool Gateway connecting to ARS 7.1
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



On Thu, 2009-03-19 at 08:29 -0500, Tony Worthington wrote:
 ** Have you indicated the tcp port on the netcool server via
 environment variables?  ARTCPPORT etc...
 

Not in the environment variables, only in the conf. Can you give me more
info on the environment variable? Would it be:
ARTCPPORT=9901;export ARTCPPORT
?

Relevant section of ARS_GATE.conf:

START WRITER ARS_WRITER
(
TYPE = ARS, # Action Request System
REVISION = 1,   # Revision One (not really 
needed)
MAP = ARS_MAP,  # Name of map to use
SERVER = 'myserver.mydomain.com', # ARS server to connect 
to
ARS_PORT = 9901,# RPC Port to use.
SCHEMA = 'HPDSK:Help Desk', # ARS schema name
USER = 'username',   # ARS user name
PASSWORD = 'password',   # ARS password
FEEDBACK = TRUE,# Set FEEDBACK to TRUE
FEEDBACK_SERVER = NCOMS,# Which server for 
feedback
FEEDBACK_FIELD = 'ARTicketNum', # Which field in feedback 
server
FORWARD_DELETES = FALSE, # Forward deletes to ARS
COUNTER_PART = TICKETONLY_READER,   # Bi-directional 
counter-part.
REPOPULATE_ARTICKETNUM = TRUE,  # If ARTicket is lost 
repopulate feedback
UPDATE_ACTION_SQL = 
'/opt/netcool/omnibus/gates/remedy/update_action.remedy.sql',
CLOSE_ACTION_SQL  = 
'/opt/netcool/omnibus/gates/remedy/close_action.remedy.sql',
MODULE_REVISION = 5 # Depends on version 
number of the nco_arwmodule
);


Thanks,
James

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are


**
CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's reserves the 
right to retrieve and read any message created, sent and received.  Kohl's 
reserves the right to monitor messages by authorized Kohl's Associates at any 
time
without any further consent.

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are

Re: Relating Tickets in ITSM

[Tony Worthington]

There was a KB article I stumbled across a while ago -- KM-10044131

I saved it into a word doc for future reference:

--

Problem
Understanding the Incident to Incident Relationship 
Environment
Solution
Duplicate of
Original of
Related to
Caused
Caused by
Resolved
Resolved by
++
Duplicate of
You can relate an incident to another as a duplicate. The original 
incident resolves all of its duplicates. When someone resolves or closes 
the original incident, its Operational and Product Categorizations and 
Resolution fields are copied to the related duplicates, marking them with 
a status of Resolved.
As you are creating a new case or reviewing an existing incident, you can 
see if it is a duplicate of an existing incident. Duplicate incidents have 
matching Category, Type, and Item fields, as well as similar Description 
and Summary fields. For example, you create an incident for a requester 
who has not received external email for the past hour. Because this might 
be a more widespread problem, you decide to look for possible duplicate 
incident. You look for a recent incident that might be reporting the same 
problem.
When you check the incident details of a recent incident, you discover 
that a incident submitted by another requester also reports the external 
email problem. In this situation, you would mark the most recent incident 
as a duplicate of the original incident.
Once you mark the incident as a duplicate, you cannot update it. When the 
original incident is resolved, the duplicate is automatically resolved. If 
you have erroneously marked a incident as duplicate, you can remove the 
duplicate incident. This enables you to update and resolve the original 
case.
 
Original Of
Alternatively, click Mark Selected Incident as Original to make the 
selected request the original of the current incident. The incident is 
marked as the original, and added to the Current Original Incident list. 
The request that you have open is marked as a duplicate, and the upper 
region of the form displays the message This is a duplicate incident.
If the current incident is the original incident, which the selected 
incident duplicates, from the Relationship Type list, select Original of.
The two incidents are related as duplicate and original. The status of the 
duplicate incident is
Pending, with a status reason of Pending Original Incident.
 
 
Related of
Incident can affect, and can be affected by, change requests and assets.
Incident Management enables you to create relationships between incident 
and change requests or asset records. 
For example, several Incidents have been submitted about insufficient 
computer memory, and a change request has already been created to upgrade 
memory in everyone's computers. The Incidents can be related to the change 
request. The asset could also be related to the change request for the 
memory.
When working with a Incident, you can relate it to other cases, to
change requests, or to asset records:
 
Cause by
When a new incident is created, it is designated as an incident by
default. If an incident cannot be resolved, or appears to have underlying 
causes that
need to be investigated, you can create a new case designated as a 
problem.
As you work through the case to identify possible causes of the stated
problem, you might find other cases that have some similarities to the 
case
you are working on. You can relate these incident cases to this problem 
case.
Following can be possible relation
1) Incident to Incident: 
You might need to create related incidents that address similar issues. A 
set of related incidents can result from many similar issues reported to 
the incident management by different requesters. A set of related cases 
can also result from a single problem that encompasses several issues, 
which span multiple, second-level support technicians.
2) Incident to Configuration Item.
When you work with a incident, you might need to work with a related CI 
record. For example, if you are working on an incident involving a 
monitor, you might need to assign another monitor temporarily. You might 
want to relate the incident to the monitor to supplement the CI record.
3) Infrastructure Change
An incident can be related to a change request. For example, if change 
requests for a server upgrade results in connection problems for the 
people affected by the change, you can relate their incidents to the 
server upgrade change request as you open the incidents.
4) CI Unavailability - self explanatory 
5) Solution database - self explanatory
6) Know Error - self explanatory
7) Problem Investigation - self explanatory
 
 
Note: we don't have any documents that descript the above mention terms in 
details. However from the user guide and concept guide of service desk 
application you will get more information about this

--

Hth,

Tony




From:

Re: ARS 7.1 server group issue

[Tony Worthington]

Was thread logging enabled when the server was started?

The Init should look like this:

THRD /* Sun Feb 22 2009 02:36:07.5150 */ Thread Trace Log -- ON (AR 
Server 7.1.00 Patch 002 200802011900)
THRD /* Sun Feb 22 2009 02:36:15.4060 */ Thread Id 3076 (thread number 
0) Thread Manager started.
THRD /* Sun Feb 22 2009 02:36:15.4060 */ Thread Id 3080 (thread number 
1) timed call thread started.
THRD /* Sun Feb 22 2009 02:36:15.4060 */ Thread Id 3084 (thread number 
2) on ADMIN queue started.
THRD /* Sun Feb 22 2009 02:36:19.5150 */ InitServerCache Begin
THRD /* Sun Feb 22 2009 02:43:20.3880 */ InitServerCache End: 
rpcCallProc=0 tid=3084

And re-caches look like this;

THRD /* Fri Feb 20 2009 13:17:16.3370 */ CopyCache Begin: 
rpcCallProc=10002 user=Remedy Application Service tid=2808 rpcId=0
THRD /* Fri Feb 20 2009 13:19:27.7490 */ CopyCache End
THRD /* Fri Feb 20 2009 13:22:38.8550 */ FreeServerCache: rpcCallProc=5 
user=blah tid=5776 rpcId=1761714

Can you verify that the server completes and InitServerCache before 
performing a CopyCache?

  Tony Worthington
  Sr. Technical Analyst
  Kohl's Department Stores
  N56 W17000 Ridgewood Drive
  Menomonee Falls, WI 53051
  262.703.5911 (phone)
  tony.worthing...@kohls.com
  www.Kohls.com




From:
Anthony K R anthony_rathna...@dell.com
To:
arslist@ARSLIST.ORG
Date:
02/25/2009 10:40 AM
Subject:
Re: ARS 7.1 server group issue
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



Why is doing ?InitServerCache? instead of ?CopyCache??
 
-Anthony
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Walters, Mark
Sent: Wednesday, February 25, 2009 10:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 server group issue
 
OK ? that?s just a failure of the admin thread then.  Another plus of 
Windows is that we seem to be able to handle individual thread failures 
more gracefully than Unix.  In this case the admin thread is getting a 
malloc error, dying and restarting to try again. 
 
Mark
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Anthony K R
Sent: 25 February 2009 15:36
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 server group issue
 
Mark,
 
No entry seen in armonitor.log, but the arerror.log says;
 
Wed Feb 25 05:32:28 2009  390600 : Malloc failed on server (ARERR 300)
Wed Feb 25 05:32:28 2009  390600 : AR System server terminated -- fatal 
error encountered (ARNOTE 21)
 
Thanks,
Anthony
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Walters, Mark
Sent: Wednesday, February 25, 2009 5:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 server group issue
 
This looks like just the admin thread dying and not the arserver crashing? 
  What do the arerror.log and armonitor.log show at these times?
 
Mark
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Anthony K R
Sent: 25 February 2009 11:38
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 server group issue
 
Here is the entries from thread log;
THRD /* Wed Feb 25 2009 05:16:37.8330 */ Thread Trace Log -- ON (AR 
Server 7.1.00 Patch 005 200809150630)
THRD /* Wed Feb 25 2009 05:22:15.5140 */ InitServerCache Begin
THRD /* Wed Feb 25 2009 05:22:29.0760 */ FreeServerCache: 
rpcCallProc=10004 user=Remedy Application Service tid=3076 rpcId=390600
THRD /* Wed Feb 25 2009 05:22:29.3260 */ Thread Id 3076 (thread number 
1) on ADMIN queue died.
THRD /* Wed Feb 25 2009 05:22:29.3260 */ Thread Id 4600 (thread number 
1) on ADMIN queue restarted.
THRD /* Wed Feb 25 2009 05:32:15.5020 */ InitServerCache Begin
THRD /* Wed Feb 25 2009 05:32:28.7990 */ FreeServerCache: 
rpcCallProc=10004 user=Remedy Application Service tid=4600 rpcId=390600
THRD /* Wed Feb 25 2009 05:32:29.0490 */ Thread Id 4600 (thread number 
1) on ADMIN queue died.
THRD /* Wed Feb 25 2009 05:32:29.0490 */ Thread Id 5916 (thread number 
1) on ADMIN queue restarted.
 
 
Regards,
Anthony
 
From: Rathnappa, Anthony 
Sent: Wednesday, February 25, 2009 4:57 PM
To: arslist@ARSLIST.ORG
Subject: RE: ARS 7.1 server group issue
 
I have verified the boot.ini file has /3G switch. Also using ?dumpbin? 
tool I got confirmed that arserver can address more than 2GB.
After startup the memory consumed is ~1.3GB, as shown in Task Manager. 
This is still a pre-prod env, so there are no users.
 
In the Dev env, I had used ;CopyCache Begin? flag, where the log showed 
only ?CopyCache Begin:? but no ?CopyCache End?
 
Will enable both flags and update you.
 
Thanks,
Anthony
 
From: Action Request System discussion list(ARSList) [
mailto:arsl...@arslist.org] On Behalf Of Walters, Mark
Sent: Wednesday, February 25, 2009 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 server group issue
 
By default the maximum memory arserver can access on 32-bit Windows is 
2GB.  If it tries to grow beyond this then it will fail.  This is an OS 
limitation that can be changed