After DAYS of going deep into this - there is no good answer.
Adding multiple servers to the mid-tier config adds too much stuff to the home page. Plus, it's (IMHO) a completely unnecessary way to fix this software-wise. The server name alias in the ar.conf file is what I want the server to be called - period - I can't imagine why BMC would allow this to be changed. I did however figure out HOW it changes. I am pretty sure the AR Server is invoking an API call called "GetServerInfo". The API guide specifically says that this API call will automatically append the domain name if it is not present at the tail end of the server when the information is returned from the server. We may invoke some load balancer re-write rules but that's a pretty duct-tape approach to this as far as I can tell. I am putting in a defect and/or RFE for this. It's poor design. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser Sent: Tuesday, May 03, 2011 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Server name in notification ** Last time I looked into this issue, there was no good answer, so we ended up taking the less elegant, but more exepdient route. We added a filter to the AR System Email Message form, to update the URL. There are probably situations/configurations where this wouldn't work, but we haven't had any problems. Fire on: Submit and Modify Exec Order: 400 Run if: 'Plain Text Body' LIKE "%&server=%.domain.com&%" Action 1: Set Fields: Plain Text Body = REPLACE($Plain Text Body$, ( "&server=" + $SERVER$) + "&", ( "&server=" + REPLACE($SERVER$, ".domain.com", "")) + "&") The Set Fields is a little more complicated than necessary so that we can move the code between servers and not have to change it. Hopefully that helps, Thad On Tue, May 3, 2011 at 12:59 PM, Pargeter, Christie :CO IS <cparg...@lhs.org> wrote: ** I have the same issue and have been wondering how to get my emails to have only the short name too. I looked in my AR.CFG & EmailDaemon.properties and both only have the short name in them. ARS 7.1 p 6 ITSM 7.0.3 p 9 Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 4 MidTier 7.5 p 7 ________________________________ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Tuesday, May 03, 2011 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: Server name in notification ** Adding another entry to the mid tier configuration will only add unnecessary entry points and server names on the home page which tends to not look nice.. I would look into email related configuration files rather than the ar.cfg file since you earlier mentioned that the Server-Name parameter is already set correctly to the short name.. Look into some of the email related configuration files.. EmailDaemon.properties file to the best of my knowledge does not by default contain any server name related configuration, but its worth a check as I may be wrong.. Look for the line com.bmc.arsys.emaildaemon.servers in it.. Joe From: Tommy Morris <mailto:tommy.mor...@radioshack.com> Sent: Tuesday, May 03, 2011 2:21 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: Server name in notification ** I think that I remember this happening a while back, our fix was to add another server entry under AR Server Settings in the mid-tier configuration page. There needs to be one entry that is app server name and another that is the fqdn. I can't remember the patch that was supposed to have fixed, I just make sure that the entries are there regardless of version. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett Sent: Tuesday, May 03, 2011 12:53 PM To: arslist@ARSLIST.ORG Subject: Re: Server name in notification ** J What parameters in the ar.cfg file exist with the fully Qualified name? _attend WWRUG11 www.wwrug.com <http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com <http://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"
