Thanks so much Rabi. This really helped me understand the problem. Since the URL now works after adding the server to the mid-tier configuration, I can stop working on this issue. Prasan. On Wed, Feb 27, 2008 at 10:01 AM, Rabi Tripathi <[EMAIL PROTECTED]> wrote:
> Prasan, > Adding the domain part is the default behavior of ARS. > As long as ARS can determine the domain name, it will > include it in the server name. > > ARS uses either "Server-Name:" setting in ar.conf or > the value returned by system call gethostname() call > (equivalent to hostname -a) to get the "short name" > of the server... > > ...and then gets the domain by using system call > gethostbyname() (equivalent to hostname -f). > > ..then it constructs the server name ("long server > name") by putting the two together. > > Check the knowledge base site for details. > > As far as I know, there's nothing you can configure > within ARS to prevent domain name from being appended. > > > To put it another way, if it's bothering you...you are > not responsible for having caused the appearance of > the doamin in the server name. No configuration > setting would cause it. It's the default behavior. > > I wouldn't worry about it. Because this server name > has to resolve correctly from Mid-tier (that's where > the URL will lead the browser to, right?), it doesn't > hurt to have fully qualified domain name in the URL. > > If you insist on getting rid of the domain part.... > for windows machines, I have been able to have only > hostname be used as server name, instead of fully > qualified domain name, by tinkering with Windows > settings. This applies to server names you see in > objects, such as filters, when viewied in Remedy > Admin. I never checked to see if URLs in emails were > also using hostname only. Likely they were. > > If you can configure your machine so that the > "gethostbyname()" system call (equivalent to "hostname > -f") returns just the hostname , you may be able to > get only hostname in the URL. Perhaps by tinkering > with /etc/hosts. Not sure this is wise. > > ---the KB article--- > How is the server name determined within Remedy? > We resolve the name of the server via the following > steps -- > 1) We check to see if there is a "Server-Name" setting > in the ar.cfg/ar.conf file as described on page 3-15 > of Admin Guide Volume 2? > 2) We perform the call "gethostname" to get the name > of the server. > 3) We perform the call "gethostbyname" to get the full > name of the server including the domain (using the > value from #2 as input) > 4) If #1 is found to be true (the Server Name is being > used), then we take that name and add the domain from > #3 to form the server name. If #1 is not true > (Server-Name is not being used), then we use the value > obtained from #3 (the FQDN) > > This is how it works in 3.x and 4.x > > Now, If you specify a specific server name in the > config file (ar.cfg/ar.conf), the short server name > will be this value. The long server name however will > be this value with the domain name of your network > appended. > > Depending on the networking you are using, the short > and long names may be the same or different. > > So, if your machine was named sally and you were using > DNS, by default you have the following: > short sally > long sally.remedy.com > > If you specify a Server-name: of tommy, you would get > the following: > short tommy > long tommy.remedy.com > > > A note about arreload -- By default, arreload will use > the gethostname function to get the short host name of > the current machine. It DOES NOT pick up any localized > Server-name: setting from the ar.conf/ar.cfg file. > There is a command line argument for arreload that can > be specified (-h) to allow you to specify the hostname > that will be used during the arreload. > > The access control cache uses the SHORT hostname (so > sally and tommy in the above example). > > If you had not specified Server-name: for the > arserver, the arreload program will pick up sally and > that is what the server is using so all is well. > However, if you specified Server-name: of tommy for > the server, the server would be using tommy in the > access control cache and the arreload program would be > using sally. You MUST specify the -h command line > argument with a value of tommy so that arreload will > use the same value as the arserver. > > > > --- Prasan Katti <[EMAIL PROTECTED]> wrote: > > > Thanks Rabi and Joe for your suggestions. > > Adding the server *itsmserver.mycompany.com* to the > > mid-tier configuration > > page has solved the problem. > > > > However, I was curious where this value is being > > picked up from, the "Email > > Notifications Web Path" has been set to > > http://itsmserver/arsys and the > > "Server Name Alias" is set to *itsmserver*. > > Also, we are running the installation on a SUSE > > Linux Enterprise Server 10 > > (i586) and running the command hostname -a returns > > *itsmserver* and not * > > itsmserver.mycompany.com*. > > > > Thanks again for your help. > > Prasan. > > On Tue, Feb 26, 2008 at 8:04 PM, Joe D'Souza > > <[EMAIL PROTECTED]> wrote: > > > > > ** Configure itsmserver.mycompany.com as one of > > the servers on your mid > > > tier configuration page. This should resolve the > > problem you are having. > > > > > > Joe > > > > > > -----Original Message----- > > > *From:* Action Request System discussion > > list(ARSList) [mailto: > > > [EMAIL PROTECTED] Behalf Of *Prasan Katti > > > *Sent:* Tuesday, February 26, 2008 5:23 PM > > > *To:* arslist@ARSLIST.ORG > > > *Subject:* Notify Action "Web URL" incorrectly > > formed (ITSM 7.0.3) > > > > > > ** Hello All, > > > > > > We are currently configuring our DEV server > > running ITSM 7.0.3 (Patch 7). > > > When I create an incident the notification sent > > out by the application > > > includes the following web url and AR Task > > attachment to access the ticket > > > directly: > > > > > > > > > > http://itsmserver/arsys/forms/itsmserver.mycompany.com/NTE%3ANotifier?eid=NTS000000000031 > > > > > > However this URL is not correctly formed and > > clicking on it will show the > > > following error: > > > > > > ARERR [9280] > > > Server not present in the configured servers list > > - > > > itsmserver.mycompany.com > > > > > > I have looked through the archives, but cannot > > find where this value (' > > > itsmserver.mycompany.com' to just 'itsmserver') > > needs to be changed so > > > that the URL works across all applications and > > notify actions. > > > > > > Please help!!. > > > > > > Thanks, > > > Prasan. > > > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: > > "Where the Answers Are" > > > html___ > > > > > > _______________________________________________________________________________ > > UNSUBSCRIBE or access ARSlist Archives at > > www.arslist.org > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where > > the Answers Are" > > > > > > > > ____________________________________________________________________________________ > Never miss a thing. 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