Re: Freeing licenses

[Wheeler, Dylan]

Daniel,
That only works some of the times. Depends on the browser you use and
the situation, which really isn't a satisfactory solution.

ARSList guy, I don't think an escalation will help you out there though.
In it's basics, think of an escalation as a timed filter. You need
something user side not server side.

Dylan

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel
Sent: Friday, March 16, 2007 9:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Freeing licenses


 
Hi All

"Basically, if there is no activity by my user with the interval in 600
seconds ..."

The answer is: there is no way to free a floating license in less than
3600 seconds.

To overcome this you have to define an AL that runs on Window Close with
action "Run Process - PERFORM-ACTION-EXIT-APP"

This behavior applies only to BROWSER.

Regards,
Daniel

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Saturday, March 17, 2007 12:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Freeing licenses

Thank you for the tips, suggestions and Definition files.

However...

I have not been able to get this to work as an AL on Window Close
through the Mid-Tier (Servlet 5.0.13, Java 1.4.2_13) 6.03 Patch 20.

I am using the Form Remedy Support,
AL
Run Process - PERFORM-ACTION-EXIT-APP
Basically I copied the DEF file you supplied and manually entered the
Buttons and AL with a common form. Then I moved the AL to the above
information duplicating the "Logout" button from the form in the Remedy
Support.  I confirmed the Logout Button AL in the Remedy Support form
does the same Run Process - PERFORM-ACTION-EXIT-APP.

I think the Mid-Tier / Internet Explorer (IE) does not provide the
feedback in the Mid-Tier before the IE actually closes.

I am beginning to think I should use the Interval AL.  But I am not sure
what the Interval means?  Could it (as I hope, but doubt) mean the
interval when there is no activity by the user?  


Basically, if there is no activity by my user with the interval in 600
seconds, I want them to get logged out... right? (The trick) If there is
activity (how do I monitor this) can I stop this interval?

Perhaps I should use (the one I don't know anything about) are
escalations?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, March 13, 2007 7:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Freeing licenses

Not if you explicitly end the session, it is supposed to be released
immediately.  Think of closing your user tool, that releases a floating
license; why should the same not apply to the mid-tier.  The logout
servlet is supposed to do the same, but it doesn't some of the time.

In all honesty, closing the browser should release the token, the same
as the user tool does.  It should just be built into the mid-tier.  A
lost session (i.e., logout or close browser) should release the license
immediately (no exceptions), to stay true to the nature of the licenses
as they are managed when using the user tool.  In all honesty, I think
that until the mid-tier behaves in that way, it is defective.

Axton Grams

On 3/13/07, Rocky Rockwell <[EMAIL PROTECTED]> wrote:
> The last I heard license assigned to a user will stay with the user
for
> a minimum of 1 hour (configured in the admin tool). This is the least
> about of time you can set.
>
> *Rocky*
>
> Rocky Rockwell
> eMA Team - Remedy Developer
> [EMAIL PROTECTED] 
> Ph#1: 214-567-8874
> Ph#2: 325-884-1263
>
>
>
> Wheeler, Dylan wrote:
> > **
> >
> > Hi List,
> > So I'm running into a problem with my licenses. We don't quite have
> > enough so I've been playing around trying to get the licenses freed
up
> > when I can. I'm finding that the licenses on my server are sticking
no
> > matter what though and I'm not sure what's keeping them there.
> >
> > If I open IE and login then click the logout button on the Home Page

> > it should release the license right? The license is still showing as

> > taken 15 minutes later in my admin tool.
> >
> > I created an AL and put in the PERFORM-ACTION-EXIT-APP command,
> > execute on window close and left the run if open, permissions are
set
> > to public. Closing the Home Page in the user tool will close out the

> > application, but the license is still active. Closing the window on
> > the mid tier will leave the license active.
> >
> > Anyone run into this or have a clue what could be causing it? 
> > ARS/Mid Tier 6.3 Patch 21 IIS on Windows 2003
> >
> > *-*
> >
> > *Dylan Wheeler*
> > *Production Control Analyst Principal* *IT Operations* *Downey
> > Savings & Loan Association, F.A. *
> > *Email: [EMAIL PROTECTED] 
> > 
> >
> > This message and any attachments are for the intended recipient(s)
> > only and may contain privileged, confidential

Re: Freeing licenses

[CONDREA, Daniel]

 
Hi All

"Basically, if there is no activity by my user with the interval in 600
seconds ..."

The answer is: there is no way to free a floating license in less than
3600 seconds.

To overcome this you have to define an AL that runs on Window Close with
action "Run Process - PERFORM-ACTION-EXIT-APP"

This behavior applies only to BROWSER.

Regards,
Daniel

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ARSList
Sent: Saturday, March 17, 2007 12:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Freeing licenses

Thank you for the tips, suggestions and Definition files.

However...

I have not been able to get this to work as an AL on Window Close
through the Mid-Tier (Servlet 5.0.13, Java 1.4.2_13) 6.03 Patch 20.

I am using the Form Remedy Support,
AL
Run Process - PERFORM-ACTION-EXIT-APP
Basically I copied the DEF file you supplied and manually entered the
Buttons and AL with a common form.
Then I moved the AL to the above information duplicating the "Logout"
button from the form in the Remedy Support.  I confirmed the Logout
Button AL in the Remedy Support form does the same Run Process -
PERFORM-ACTION-EXIT-APP.

I think the Mid-Tier / Internet Explorer (IE) does not provide the
feedback in the Mid-Tier before the IE actually closes.

I am beginning to think I should use the Interval AL.  But I am not sure
what the Interval means?  Could it (as I hope, but doubt) mean the
interval when there is no activity by the user?  


Basically, if there is no activity by my user with the interval in 600
seconds, I want them to get logged out... right?
(The trick)
If there is activity (how do I monitor this) can I stop this interval?

Perhaps I should use (the one I don't know anything about) are
escalations?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, March 13, 2007 7:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Freeing licenses

Not if you explicitly end the session, it is supposed to be released
immediately.  Think of closing your user tool, that releases a floating
license; why should the same not apply to the mid-tier.  The logout
servlet is supposed to do the same, but it doesn't some of the time.

In all honesty, closing the browser should release the token, the same
as the user tool does.  It should just be built into the mid-tier.  A
lost session (i.e., logout or close browser) should release the license
immediately (no exceptions), to stay true to the nature of the licenses
as they are managed when using the user tool.  In all honesty, I think
that until the mid-tier behaves in that way, it is defective.

Axton Grams

On 3/13/07, Rocky Rockwell <[EMAIL PROTECTED]> wrote:
> The last I heard license assigned to a user will stay with the user
for
> a minimum of 1 hour (configured in the admin tool). This is the least 
> about of time you can set.
>
> *Rocky*
>
> Rocky Rockwell
> eMA Team - Remedy Developer
> [EMAIL PROTECTED] 
> Ph#1: 214-567-8874
> Ph#2: 325-884-1263
>
>
>
> Wheeler, Dylan wrote:
> > **
> >
> > Hi List,
> > So I'm running into a problem with my licenses. We don't quite have 
> > enough so I've been playing around trying to get the licenses freed
up
> > when I can. I'm finding that the licenses on my server are sticking
no
> > matter what though and I'm not sure what's keeping them there.
> >
> > If I open IE and login then click the logout button on the Home Page

> > it should release the license right? The license is still showing as

> > taken 15 minutes later in my admin tool.
> >
> > I created an AL and put in the PERFORM-ACTION-EXIT-APP command, 
> > execute on window close and left the run if open, permissions are
set
> > to public. Closing the Home Page in the user tool will close out the

> > application, but the license is still active. Closing the window on 
> > the mid tier will leave the license active.
> >
> > Anyone run into this or have a clue what could be causing it?
> > ARS/Mid Tier 6.3 Patch 21
> > IIS on Windows 2003
> >
> > *-*
> >
> > *Dylan Wheeler*
> > *Production Control Analyst Principal* *IT Operations* *Downey 
> > Savings & Loan Association, F.A. *
> > *Email: [EMAIL PROTECTED] 
> > 
> >
> > This message and any attachments are for the intended recipient(s) 
> > only and may contain privileged, confidential and/or proprietary 
> > information about Downey Savings or its customers, which Downey 
> > Savings does not intend to disclose to the public. If you received 
> > this message by mistake, please notify the sender by reply e-mail
and
> > delete the message and attachments.
> >
> >
> >
> > This message and any attachments are for the intended recipient(s) 
> > only and may contain privileged, confidential and/or proprietary 
> > information about Downey Savings or its customers, which Downey 
> > Savings does not intend to disclose to 

Re: OT:Friday Humor

[Alfred Differ]

8)

I thought the Australian was going to mention something about his
watch not making the DST switch.

On 3/16/07, Gidd Calden <[EMAIL PROTECTED]> wrote:

**




Once there was an Irish man an Englishman and an Australian who decided to
have a competition.While on top of the hill each man had to chuck his watch
in the air, then run down the hill and catch it before it hit the ground.

So the Irishman chucked his watch in the air, ran down the hill and SPLAT
the watch hit the ground.

Then the Englishman chucked his watch in the air, ran down the hill and
SPLAT the watch hit the ground.

Next was the Australian who chucked his watch in the air, ran down the hill,
went and had a beer, did the shopping, came back and caught his watch.

"How did you do that?" asked the Irishman.

The Australian replied "My watch is 1 hour slow !"

 


A man meets a genie. The genie tells him he can have whatever he wants,
provided that his mother-in-law gets double.

The man thinks for a moment and then says, "OK, give me a million dollars
and beat me half to death."

 


A small boy was lost, so he went up to a policeman and said, "I've lost my
dad!"

The copper said, "What's he like?"

The little boy replied, "Beer and women!"

 

Whether you are a student looking for that first time or summer job or a
long time veteran looking for a change of pace, this JOB SEARCH JARGON
should help you get on your way...

COMPETITIVE SALARY:
We remain competitive by paying less than our competitors.

FLEXIBLE HOURS:
Work 55 hours; get paid for 37.5.

GOOD COMMUNICATION SKILLS:
Management communicates, you listen, figure out what they want you to do.

ABILITY TO HANDLE A HEAVY WORKLOAD:
You whine, you're fired.

CAREER-MINDED:
We expect that you will want to flip hamburgers until you are 70.

SELF-MOTIVATED:
Management won't answer questions

SOME OVERTIME REQUIRED:
Some time each night and some time each weekend

DUTIES WILL VARY:
Anyone in the office can boss you around.

COMPETITIVE ENVIRONMENT:
We have a lot of turnover.

SALES POSITION REQUIRING MOTIVATED SELF-STARTER:
We're not going to supply you with leads; there's no base salary; you'll
wait 30 days for your first commission check.

CASUAL WORK ATMOSPHERE:
We don't pay enough to expect that you'll dress up; well, a couple of the
real daring guys wear earrings.

SOME PUBLIC RELATIONS REQUIRED:
If we're in trouble, you'll go on TV and get us out of it.

SEEKING CANDIDATES WITH A WIDE VARIETY OF EXPERIENCE:
You'll need it to replace three people who just left.

PROBLEM-SOLVING SKILLS A MUST:
You're walking into a company in perpetual chaos.
  __20060125___This posting was
submitted with HTML in it___



--
-al

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Are"

Re: 2003 Server SP2 - ARS

[CONDREA, Daniel]

Hi All,
 
We are running Midtier 7.0.1, IIS 6.0 with New Atlanta 5.0, ARS version
6.3 on MS SQL 2000 SP3 syde-by-syde with MS SQL 2005 SP2.
 
Regards,
Daniel



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Thursday, March 15, 2007 9:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: 2003 Server SP2 - ARS


** 
Awesome
 
What about mid-tier and IIS /  newatlanta.. that is what I am
wondering.. now

 
On 3/15/07, Hundley, Kelly G. <[EMAIL PROTECTED]> wrote: 

** 

I just installed today on my development server this morning.
Everything I've tested so far has shown no problems. 

 

My Remedy environment is:

Oracle 9.2.0.8   

ARS 6.0.3 patch 21

HD 5.6

AM 5.6

 

I don't, however, have midtier or email on my development box
yet as I just rebuilt it last week and haven't installed those pieces
yet. 

 

 

 

Kelly G. Hundley 

Systems Administrator 

Information Systems 

Wake Forest University 

 





From: Action Request System discussion list(ARSList) [mailto: 
[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Thursday, March 15, 2007 12:22 PM
To: arslist@ARSLIST.ORG 
Subject: 2003 Server SP2 - ARS

 

** 



Anyone tested this yet ? 




-- 
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 

__20060125___This posting was submitted with
HTML in it___ 




-- 
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 

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<>

-- 

*DISCLAIMER*

The information contained in this communication is confidential and may be 
legally privileged. It is intended solely for the use of the individual or 
entity to whom it is addressed and others authorized to receive it. If you are 
not the intended recipient you are hereby notified that any disclosure, 
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Re: Monitoring Remedy Servers and Services

[Hundley, Kelly G.]

I also have Nagios monitoring the server process/email engine/oracle
separately.  If I had the script Kyle wrote to login to the page, I
would use it.  The problem I always run into with midtier though is the
servletexec seems to hang.  The service is running but if I kill
java.exe process and restart the servletexec service, everything comes
back up.  So far, the hitting that login page in Nagios is catching
that.

 

Kelly

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
Sent: Friday, March 16, 2007 9:10 AM

 

** Kelly,

the risk of not really logging in to the Remedy mid-tier, only opening
the Login form on the mid-tier, is that you would not notice if the AR
Server itself would stop. If the arserverd process dies but the mid-tier
is still running, you would see the login page without a problem. You'd
have to login to find out whether or not the arserver is still
responding. Logging in with an account and a non-matching password, as
mentioned earlier,  generates an error message: but (at least using
mid-tier v7/Tomcat) this would be the  ARERR [9388] Authentication
Failed message. This message is the same as the message you would get
when the arserverd process is not running, so that is not a very good
check imo... 

-- 
Met vriendelijke groet / Kind regards 
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592 
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl 

On 3/15/07, Hundley, Kelly G. <[EMAIL PROTECTED]> wrote:

** 

We just switched over to Nagios as well.  I don't have it logging in and
out of the Midtier but I just have it hit the login page.  If it is
down, it pages.

 Kelly G. Hundley 

Systems Administrator

Information Systems

Wake Forest University

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley
Sent: Thursday, March 15, 2007 9:05 AM

Chris, we actually use Nagios as well, if you don't mind could you send
me the script off line.

Everyone thanks for all the suggestions.

Kyle

 

Perkins, Chris wrote:

We use Nagios to perform Solaris service checks (ping, Disk Space, Work
Load, etc) and I wrote a plugin for Nagios, a shell script that uses
cURL to log in and out of the Midtier.  I'd be happy to share it if
there is a call for it. 

Christopher Perkins

Assoc. Systems Engineer

Infrastructure & Operations

Millennium Pharmaceuticals, Inc.

40 Landsdowne St

Cambridge, MA 02139

617.444.1662

www.millennium.com   

 -Original Message-

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley

Sent: Wednesday, March 14, 2007 4:21 PM

Just wondering what everyone monitors for Remedy servers and services to
determine if everything is up and running correctly.  Also what services
are you looking at to determine up time, such as arserverd.  I think we
should monitor the ARS, Midtier, and Email Engine, how does that
translate into processes?

Solaris

Oracle

ARS 6.3 and 7.x

ITSM 6

Kyle Whitley

IT System Support Professional

Office of Information and Instructional Technology (OIIT) Board of

Regents of the University System of Georgia

 

__20060125___This posting was submitted with HTML in
it___

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Answers Are"

Re: Web Service Plug in loading?

[Carey Matthew Black]

Den,

Just a guess but

The ARS server might be treating that path as an absolute path instead of a
relative path.

I would suggest that you put the *.so files into the same dir as the
arserverd and drop the path portion of the plugin line in the ar.conf file.


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

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


On 3/16/07, Den Fong <[EMAIL PROTECTED]> wrote:


** Okay

Trying to setup a webservice here and am getting an error 8755 plug in not
loaded.  ARSYS.ARF.WEBSERVICE I am sure we loaded the plugin.

In the ar.conf file we have.

plugin :/.../arsystem/bin/libwebservice.so

What else was there?  If it's not installed how do I get it installed
seperatly without upgrading the system again?

ARS 6.3 patch 20

Thanks

Den



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Are"

Re: Freeing licenses

[Axton]

It's probably not a problem with it firing before the browser closes;
but instead is a problem that the run process and logoutservlet just
flat out don't work a lot of the time (6.3-7.0.1):

http://arswiki.org/bugs/show_bug.cgi?id=10

Axton Grams

On 3/16/07, ARSList <[EMAIL PROTECTED]> wrote:

Thank you for the tips, suggestions and Definition files.

However...

I have not been able to get this to work as an AL on Window Close
through the Mid-Tier (Servlet 5.0.13, Java 1.4.2_13) 6.03 Patch 20.

I am using the Form Remedy Support,
AL
Run Process - PERFORM-ACTION-EXIT-APP
Basically I copied the DEF file you supplied and manually entered the
Buttons and AL with a common form.
Then I moved the AL to the above information duplicating the "Logout"
button from the form in the Remedy Support.  I confirmed the Logout
Button AL in the Remedy Support form does the same Run Process -
PERFORM-ACTION-EXIT-APP.

I think the Mid-Tier / Internet Explorer (IE) does not provide the
feedback in the Mid-Tier before the IE actually closes.

I am beginning to think I should use the Interval AL.  But I am not sure
what the Interval means?  Could it (as I hope, but doubt) mean the
interval when there is no activity by the user?


Basically, if there is no activity by my user with the interval in 600
seconds, I want them to get logged out... right?
(The trick)
If there is activity (how do I monitor this) can I stop this interval?

Perhaps I should use (the one I don't know anything about) are
escalations?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, March 13, 2007 7:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Freeing licenses

Not if you explicitly end the session, it is supposed to be released
immediately.  Think of closing your user tool, that releases a
floating license; why should the same not apply to the mid-tier.  The
logout servlet is supposed to do the same, but it doesn't some of the
time.

In all honesty, closing the browser should release the token, the same
as the user tool does.  It should just be built into the mid-tier.  A
lost session (i.e., logout or close browser) should release the
license immediately (no exceptions), to stay true to the nature of the
licenses as they are managed when using the user tool.  In all
honesty, I think that until the mid-tier behaves in that way, it is
defective.

Axton Grams

On 3/13/07, Rocky Rockwell <[EMAIL PROTECTED]> wrote:
> The last I heard license assigned to a user will stay with the user
for
> a minimum of 1 hour (configured in the admin tool). This is the least
> about of time you can set.
>
> *Rocky*
>
> Rocky Rockwell
> eMA Team - Remedy Developer
> [EMAIL PROTECTED] 
> Ph#1: 214-567-8874
> Ph#2: 325-884-1263
>
>
>
> Wheeler, Dylan wrote:
> > **
> >
> > Hi List,
> > So I'm running into a problem with my licenses. We don't quite have
> > enough so I've been playing around trying to get the licenses freed
up
> > when I can. I'm finding that the licenses on my server are sticking
no
> > matter what though and I'm not sure what's keeping them there.
> >
> > If I open IE and login then click the logout button on the Home Page
> > it should release the license right? The license is still showing as
> > taken 15 minutes later in my admin tool.
> >
> > I created an AL and put in the PERFORM-ACTION-EXIT-APP command,
> > execute on window close and left the run if open, permissions are
set
> > to public. Closing the Home Page in the user tool will close out the
> > application, but the license is still active. Closing the window on
> > the mid tier will leave the license active.
> >
> > Anyone run into this or have a clue what could be causing it?
> > ARS/Mid Tier 6.3 Patch 21
> > IIS on Windows 2003
> >
> > *-*
> >
> > *Dylan Wheeler*
> > *Production Control Analyst Principal*
> > *IT Operations*
> > *Downey Savings & Loan Association, F.A. *
> > *Email: [EMAIL PROTECTED]
> > 
> >
> > This message and any attachments are for the intended recipient(s)
> > only and may contain privileged, confidential and/or proprietary
> > information about Downey Savings or its customers, which Downey
> > Savings does not intend to disclose to the public. If you received
> > this message by mistake, please notify the sender by reply e-mail
and
> > delete the message and attachments.
> >
> >
> >
> > This message and any attachments are for the intended recipient(s)
> > only and may contain privileged, confidential and/or proprietary
> > information about Downey Savings or its customers, which Downey
> > Savings does not intend to disclose to the public.  If you received
> > this message by mistake, please notify the sender by reply e-mail
and
> > delete the message and attachments.
> >
> > __20060125___This posting was submitted with
HTML
> > in it___
>
>
_

Re: Freeing licenses

[ARSList]

Thank you for the tips, suggestions and Definition files.

However...

I have not been able to get this to work as an AL on Window Close
through the Mid-Tier (Servlet 5.0.13, Java 1.4.2_13) 6.03 Patch 20.

I am using the Form Remedy Support,
AL 
Run Process - PERFORM-ACTION-EXIT-APP
Basically I copied the DEF file you supplied and manually entered the
Buttons and AL with a common form.
Then I moved the AL to the above information duplicating the "Logout"
button from the form in the Remedy Support.  I confirmed the Logout
Button AL in the Remedy Support form does the same Run Process -
PERFORM-ACTION-EXIT-APP.

I think the Mid-Tier / Internet Explorer (IE) does not provide the
feedback in the Mid-Tier before the IE actually closes.

I am beginning to think I should use the Interval AL.  But I am not sure
what the Interval means?  Could it (as I hope, but doubt) mean the
interval when there is no activity by the user?  


Basically, if there is no activity by my user with the interval in 600
seconds, I want them to get logged out... right?
(The trick)
If there is activity (how do I monitor this) can I stop this interval?

Perhaps I should use (the one I don't know anything about) are
escalations?




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, March 13, 2007 7:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Freeing licenses

Not if you explicitly end the session, it is supposed to be released
immediately.  Think of closing your user tool, that releases a
floating license; why should the same not apply to the mid-tier.  The
logout servlet is supposed to do the same, but it doesn't some of the
time.

In all honesty, closing the browser should release the token, the same
as the user tool does.  It should just be built into the mid-tier.  A
lost session (i.e., logout or close browser) should release the
license immediately (no exceptions), to stay true to the nature of the
licenses as they are managed when using the user tool.  In all
honesty, I think that until the mid-tier behaves in that way, it is
defective.

Axton Grams

On 3/13/07, Rocky Rockwell <[EMAIL PROTECTED]> wrote:
> The last I heard license assigned to a user will stay with the user
for
> a minimum of 1 hour (configured in the admin tool). This is the least
> about of time you can set.
>
> *Rocky*
>
> Rocky Rockwell
> eMA Team - Remedy Developer
> [EMAIL PROTECTED] 
> Ph#1: 214-567-8874
> Ph#2: 325-884-1263
>
>
>
> Wheeler, Dylan wrote:
> > **
> >
> > Hi List,
> > So I'm running into a problem with my licenses. We don't quite have
> > enough so I've been playing around trying to get the licenses freed
up
> > when I can. I'm finding that the licenses on my server are sticking
no
> > matter what though and I'm not sure what's keeping them there.
> >
> > If I open IE and login then click the logout button on the Home Page
> > it should release the license right? The license is still showing as
> > taken 15 minutes later in my admin tool.
> >
> > I created an AL and put in the PERFORM-ACTION-EXIT-APP command,
> > execute on window close and left the run if open, permissions are
set
> > to public. Closing the Home Page in the user tool will close out the
> > application, but the license is still active. Closing the window on
> > the mid tier will leave the license active.
> >
> > Anyone run into this or have a clue what could be causing it?
> > ARS/Mid Tier 6.3 Patch 21
> > IIS on Windows 2003
> >
> > *-*
> >
> > *Dylan Wheeler*
> > *Production Control Analyst Principal*
> > *IT Operations*
> > *Downey Savings & Loan Association, F.A. *
> > *Email: [EMAIL PROTECTED]
> > 
> >
> > This message and any attachments are for the intended recipient(s)
> > only and may contain privileged, confidential and/or proprietary
> > information about Downey Savings or its customers, which Downey
> > Savings does not intend to disclose to the public. If you received
> > this message by mistake, please notify the sender by reply e-mail
and
> > delete the message and attachments.
> >
> >
> >
> > This message and any attachments are for the intended recipient(s)
> > only and may contain privileged, confidential and/or proprietary
> > information about Downey Savings or its customers, which Downey
> > Savings does not intend to disclose to the public.  If you received
> > this message by mistake, please notify the sender by reply e-mail
and
> > delete the message and attachments.
> >
> > __20060125___This posting was submitted with
HTML
> > in it___
>
>

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Wanted - ARS Developers for the University of Washington's SOMAS projects. Req id: 30672

[Warren Baltimore]

Experienced Remedy ARS Developers needed for custom application project at
the University of Washington School of Medicine.

Candidate Profile: You've developed in Remedy long enough to know the power
and potential to build web applications quickly. You've worked with the
standard systems like Help Desk, and ITSM, but might rather be building
unique application solutions for serious business needs. You may be the
Remedy Guru for your organization, or a consultant that is ready for a
long-term environment.

The Project: Architecting, designing, developing and deploying a suite of
administrative systems to replace an ageing legacy database. Working with
our existing Remedy programmers, Strategic Partners, and Program Manager you
will be responsible for working in all phases of the SDLC to deliver quality
real-world enterprise applications.

Technical Skills: The Sr. Remedy Developer will know the Action Request
System (ARS) inside out. You will have knowledge of agile methods in the
software development life cycle (Scrum is a PLUS!), and how to intelligently
apply it to Remedy development. Using the latest version of BMC/Remedy ARS,
AR-Migrator, Visual Source Safe, and other utilities you will participate in
virtually every aspect of building software. In addition to being a Remedy
Guru, you should have solid experience with Microsoft technologies such as
Windows Server, IIS, and MS-SQL.  You should also have experience writing
Crystal reports.

Experience: You will have worked on project teams with other Remedy
developers which have produced excellent business solutions. You have gained
an understanding of team dynamics and how to participate in an aggressive
development initiative with passion, enthusiasm, and solid results. 2+ years
development experience with Remedy, 2+ years experience with MS-SQL, IIS,
Crystal Reports, Windows Server technologies, and some experience
implementing cross-platform system integrations is desired.

ABOUT US: The UW School of Medicine is regarded as the best primary-care
training school in the United States, and is the nation's top public medical
school in federal research funding, and the third overall, after Harvard
Medical School and the University of Pennsylvania School of Medicine.  The
UW School of Medicine is part of the larger UW Medicine organization, which
also includes the UW Medical Center, Harborview, and UW Physicians
Network.  The UW Medical Center is ranked 9th out of more than 1,000 major
medical centers by U.S. News & World Report and was the first hospital in
the country to achieve Magnet Hospital certification, the highest honor
awarded by the American Nurses Credentialing Center.

To apply, follow this
link!

Warren R. Baltimore II
Sr. Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the University
of Washington, or the State of Washington.  They are my own.

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Re: Mid-Tier Patch 21 Crashing New Atlanta / Apache 2.0?

[Jack Samson]

Hi Patrick,

No the /usr/local/apache2/htdocs/arsys  does not exist.

Everything works and in the middle of the day the mid-tier stops responding. 
 I noticed that the New Atlanta hot fix was not added to the server. I 
wonder if this could be the issue.


Thanks



From: patrick zandi <[EMAIL PROTECTED]>
Reply-To: arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG
Subject: Re: Mid-Tier Patch 21 Crashing New Atlanta / Apache 2.0?
Date: Fri, 16 Mar 2007 17:58:22 -0400

Just a question.. does  /usr/local/apache2/htdocs/arsys  actually exsist..
is it mapped in the serverletexec ? correctly ?
does servername/arsys/home  work ?

I would check the docs for the Manual configuration of the ServerletExec.
Make sure all lines up, and permissions are correct.

hope that helps some..   Have a great weekend.

On 3/16/07, Jack Samson <[EMAIL PROTECTED]> wrote:


Hi All,

AR Version 6.03 Patch 21
AR Email 6.03 Patch 21
Mid-Tier 6.03 Patch 21

We are running Solaris 9, Apache 2, New Atlanta Servlet Engine 5.0. I am
wondering if anyone can shed some light on what this means or if you have
seen this error. We upgraded to Mid-Tier patch 21 last week and the
Mid-Tier
or Servlet Engine have been more or less crashing.  It appears in the
Apache
logs that the Mid-Tier or something is sending a bad piece of code and
killing the connection.

[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:09 2007] [error] [client xxx.xxx.177.209] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:10 2007] [error] [client xxx.xxx.177.209] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:10 2007] [error] [client xxx.xxx.177.209] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:25 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:25 2007] [error] [client xxx.xxx.177.105] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:35 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:35 2007] [error] [client xxx.xxx.177.105] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:52 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:52 2007] [error] [client xxx.xxx.91.94] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:52 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:52 2007] [error] [client xxx.xxx.91.94] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:54 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:54 2007] [error] [client xxx.xxx.22.187] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:54 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:54 2007] [error] [client xxx.xxx.22.187] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:56 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:56 2007] [error] [client xxx.xxx.22.187] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:56 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:56 2007] [error] [client xxx.xxx.22.187] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:30:04 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:30:04 2007] [error] [client xxx.xxx.177.105] File does not
exist: /usr/local/apache2/htdocs/arsys


[Fri Mar 16 09:47:40 2007] [notice] child pid 1515 exit signal
Segmentation
fault (11)
[Fri Mar 16 09:47:40 2007] [notice] child pid 1555 exit signal
Segmentation
fault (11)
[Fri Mar 16 09:47:41 2007] [notice] child pid 1388 exit signal
Segmentation
fault (11)
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.63.211] :|\xf1|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.207] Received
unknown
command from ServletExec:|\xf1|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.206] Received
unknown
command from ServletExec:|\xf1|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.252] Received
unknown
command from ServletExec:|\xf1|, referer: https://
rem/arsys/forms/rem/%2BCOMP%3ADashboards/Dashboards

Regards,

Jackson

__

Re: Mid-Tier Patch 21 Crashing New Atlanta / Apache 2.0?

[patrick zandi]

Just a question.. does  /usr/local/apache2/htdocs/arsys  actually exsist..
is it mapped in the serverletexec ? correctly ?
does servername/arsys/home  work ?

I would check the docs for the Manual configuration of the ServerletExec.
Make sure all lines up, and permissions are correct.

hope that helps some..   Have a great weekend.

On 3/16/07, Jack Samson <[EMAIL PROTECTED]> wrote:


Hi All,

AR Version 6.03 Patch 21
AR Email 6.03 Patch 21
Mid-Tier 6.03 Patch 21

We are running Solaris 9, Apache 2, New Atlanta Servlet Engine 5.0. I am
wondering if anyone can shed some light on what this means or if you have
seen this error. We upgraded to Mid-Tier patch 21 last week and the
Mid-Tier
or Servlet Engine have been more or less crashing.  It appears in the
Apache
logs that the Mid-Tier or something is sending a bad piece of code and
killing the connection.

[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:09 2007] [error] [client xxx.xxx.177.209] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:10 2007] [error] [client xxx.xxx.177.209] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:10 2007] [error] [client xxx.xxx.177.209] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:25 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:25 2007] [error] [client xxx.xxx.177.105] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:35 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:35 2007] [error] [client xxx.xxx.177.105] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:52 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:52 2007] [error] [client xxx.xxx.91.94] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:52 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:52 2007] [error] [client xxx.xxx.91.94] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:54 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:54 2007] [error] [client xxx.xxx.22.187] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:54 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:54 2007] [error] [client xxx.xxx.22.187] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:56 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:56 2007] [error] [client xxx.xxx.22.187] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:56 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:56 2007] [error] [client xxx.xxx.22.187] File does not
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:30:04 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:30:04 2007] [error] [client xxx.xxx.177.105] File does not
exist: /usr/local/apache2/htdocs/arsys


[Fri Mar 16 09:47:40 2007] [notice] child pid 1515 exit signal
Segmentation
fault (11)
[Fri Mar 16 09:47:40 2007] [notice] child pid 1555 exit signal
Segmentation
fault (11)
[Fri Mar 16 09:47:41 2007] [notice] child pid 1388 exit signal
Segmentation
fault (11)
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.63.211] :|\xf1|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.207] Received
unknown
command from ServletExec:|\xf1|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.206] Received
unknown
command from ServletExec:|\xf1|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.252] Received
unknown
command from ServletExec:|\xf1|, referer: https://
rem/arsys/forms/rem/%2BCOMP%3ADashboards/Dashboards

Regards,

Jackson

_
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need it. http://maps.live.com/?icid=hmtag2&FORM=MGAC01


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Patrick Zandi

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Re: Who's in charge of support at BMC? (U)

[Axton]

Hours of Operation:
Local Business Hours
12 hours x 5 days
(Excludes published holidays)

Initial Response Goals:
S1 = 1 Business Hour
S2 = 4 Business Hours
S3 = 8 Business Hours
S4 = 12 Business Hours

Always check the status of your tickets.  If it gets slipped into
pending, it will sit there outside their sla coverage.

Axton Grams

On 3/16/07, Opela, Gary L Contr OC-ALC/ITMA
<[EMAIL PROTECTED]> wrote:

Fast Track.. Does that mean 1 week response time?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Friday, March 16, 2007 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)

Whats your support level?  Fast Track?  Continuous?



Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Friday, March 16, 2007 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)

Wow, still no response. I wonder what would happen if our helpdesk
people had this response time? Four days and I've not even had them
suggest anything!

-Original Message-
From: Opela, Gary L Contr OC-ALC/ITMA
Sent: Thursday, March 15, 2007 2:06 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Who's in charge of support at BMC? (U)



Okay, I agree that the top level support is great and all, but they
should at least hold to their level of support for which we're paying.

Example:

I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding
some database connectivity issues I've been having (See thread entitled
"MS SQL Linked Server error" for full information).

They did not respond until the next day. I got to work on Wednesday at
7:00 and there was an email from them asking for, guess what, log files.

Note that in my original emails, I had pasted the errors I was seeing,
so they would not have anything to find in the log files. Additionally,
in my original email, I had stated that this was affecting my entire
user base.

So, I sent them the files at 7:37AM on Wednesday. I wait all day,
nothing.. I get to work this morning, and still nothing! I emailed them
back and said their response time was not acceptable and asked that they
elevate the priority of the ticket. That was at 7:47 AM this morning.

They still have yet to respond. So, now I'm 4 days into the issue, and
it's 2.5 days since I opened the ticket, and where am I? My users still
cannot use a core functionality of their application!

Now, granted, the issue may or may not be with remedy, but remedy is the
only thing that is being affected. I can use all of the functionality
directly within SQL Server Enterprise Manager and Query tool, but only
remedy is experiencing issues.

I pay for support, I expect to get support, not a generic canned
response asking me for data which I've already provided just so they can
put me on the ignore list!

David, I hope you read this and take it to heart. You have a large
customer base that is not happy.

I hope you guys realize that due to your less than acceptable level of
support, you are going to lose customers. There are other products out
there that, while they may not be as good as remedy, have good enough
support to make it worth it!

Remedy, although it is great, is of no use to me if I cannot get it to
work!


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Re: Diary Field wierdness

[Ron Legters]

Well, they've decided it's a bug:
Hi Ron,

We have tested at our end and seems to be a new occurrence in
7.0.1 patch 1 User tool.

We have created a Defect ID: SW00262237 for this problem, I will
now place this ticket on the notify list of this bug.

The status of this ticket will now be resolved , this does not
mean that the ticket is closed. As this status required to  put the
ticket on the notify list of the bug.

Have a great day.

Thank you for bringing this problem to our attention.

Regards, 


Thanks, 
Ron
Tools Admin


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Durling
Sent: Friday, March 16, 2007 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field wierdness

Ron,

Yes, that seems to work okay - didn't really think about it!

The problem is actually not an issue for us since I'm the only one using
any 7.x user tool, but something I wouldn't mind seeing fixed before/if
we ask our users to upgrade their clients.  I'll follow up on what
support says about it -

David D.
Univ. of Georgia


> Date: Fri, 16 Mar 2007 08:27:43 -0700
> Reply-To: arslist@ARSLIST.ORG
> Sender:   "Action Request System discussion list(ARSList)"
>   
> From: Ron Legters <[EMAIL PROTECTED]>
> Subject:  Re: Diary Field wierdness
> In-Reply-To:  A<[EMAIL PROTECTED]>
> Content-Type: text/plain; charset="us-ascii"
> 
> What about Ctl-E followed by Ctl-U (set defaults)? Think that would 
> work?
> 
> 
> Thanks,
> Ron
> Tools Admin
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> Sent: Thursday, March 15, 2007 11:36 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Diary Field wierdness
> 
> I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch
> 1351 server (Solaris 9, Oracle 9iR2).  I entered a ticket with Remedy 
> support just now, and referenced Ian's case.
> 
> The only thing I'll add is that choosing "Edit - Clear All" (Ctl + E) 
> does clear the old diary entry.  That might be undesirable, though, 
> since that erases default field values -
> 

-- 
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia


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Re: Crystal Report Error

[Mikhail]

Hi Susan and Michael,

Thank you for your inputs.
The crystal report resides in a network location. And yes, it is
associated with an active link. We've already done the method you
suggested, yet we still get the same error.
After I reloaded everything, I didn't check the ODBC configuration
because I don't know what goes in there. I just checked it now.

This is what I have in my ODBC configuration:

I went to Control Panel > Administrative Tools > Data Sources (ODBC)
Under the User DSN tab, i chose "AR System ODBC Data Source" and
clicked "Configure.."
All that is setup is the "Data Source Name" which is set to "AR System
ODBC Data Source".
The rest of the fields are blank.


On Mar 16, 12:14 pm, "Luttmann, Michael W Ctr 21 SCS/SCBBN"
<[EMAIL PROTECTED]> wrote:
> Sounds like a problem with the ODBC configuration on the client.  I'd
> start checking there.
>
> Michael W. Luttmann
> Senior Database Administrator
> [EMAIL PROTECTED]
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
>
> [mailto:[EMAIL PROTECTED] On Behalf Of Mikhail
> Sent: Friday, March 16, 2007 9:45 AM
> To: [EMAIL PROTECTED]
> Subject: Re: Crystal Report Error
>
> I'm working with Derek on this problem. We tried recreating this
> problem on someone else's computer, and it worked just fine. Now with
> that given, along with the error stating "An error occurred while
> generating the Crystal report - Logon failed. (ARERR 1904).", tells me
> that the problem must be in the client-side, probably some iffy dll's
> or something. I tried uninstalling EVERYTHING on my computer that is
> related to Remedy (user, admin, migrator, alert), then reinstalled
> everything again  (v7.0.01 patch 001), but I still get that error.
> Any thoughts?
>
> Thank you,
> Mikhail
>
> On Mar 5, 1:23 pm, Derek Fernandes <[EMAIL PROTECTED]> wrote:
> > Hi listers,
>
> > We just moved to ARS 7.0.1 patch 1 but we are still using HelpDesk
> 4.03.
> > We have a couple of Crystal Reports that were working on ARS 6.3. Now,
> > when we push the button to print the report we get the following
> error:
>
> > An error occurred while generating the Crystal report: 0x80047e48 -
> > Logon failed. (ARERR1904)
>
> > I have installed the latest version of the User Tool and checked the
> > active link that generates the report, and made sure on the Report
> > Information tab:
> > Report Type = Crystal
> > Location = Embedded
> > Name = \\reportname.rpt
> > Destination = Printer
>
> > Any help would be greatly appreciated.
>
> > Derek
>
> > --
> > Derek Fernandes
> > Programmer Analyst
> > U of C Information Technologies
> > ES 1010, University of Calgary
> > Calgary, Alberta  T2N 1N4
> > 403.210.9879
>
> 
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>
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Mid-Tier Patch 21 Crashing New Atlanta / Apache 2.0?

[Jack Samson]

Hi All,

AR Version 6.03 Patch 21
AR Email 6.03 Patch 21
Mid-Tier 6.03 Patch 21

We are running Solaris 9, Apache 2, New Atlanta Servlet Engine 5.0. I am 
wondering if anyone can shed some light on what this means or if you have 
seen this error. We upgraded to Mid-Tier patch 21 last week and the Mid-Tier 
or Servlet Engine have been more or less crashing.  It appears in the Apache 
logs that the Mid-Tier or something is sending a bad piece of code and 
killing the connection.


[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:09 2007] [error] [client xxx.xxx.177.209] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:09 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:10 2007] [error] [client xxx.xxx.177.209] File does not 
exist: /usr/local/apache2/htdocs/arsys
[Fri Mar 16 09:29:10 2007] [error] [client xxx.xxx.177.209] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:25 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:25 2007] [error] [client xxx.xxx.177.105] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:35 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:35 2007] [error] [client xxx.xxx.177.105] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:52 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:52 2007] [error] [client xxx.xxx.91.94] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:52 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:52 2007] [error] [client xxx.xxx.91.94] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:54 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:54 2007] [error] [client xxx.xxx.22.187] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:54 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:54 2007] [error] [client xxx.xxx.22.187] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:56 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:56 2007] [error] [client xxx.xxx.22.187] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:29:56 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:29:56 2007] [error] [client xxx.xxx.22.187] File does not 
exist: /usr/local/apache2/htdocs/arsys

[Fri Mar 16 09:30:04 2007] [error] Failed to connect to ServletExec.
[Fri Mar 16 09:30:04 2007] [error] [client xxx.xxx.177.105] File does not 
exist: /usr/local/apache2/htdocs/arsys



[Fri Mar 16 09:47:40 2007] [notice] child pid 1515 exit signal Segmentation 
fault (11)
[Fri Mar 16 09:47:40 2007] [notice] child pid 1555 exit signal Segmentation 
fault (11)
[Fri Mar 16 09:47:41 2007] [notice] child pid 1388 exit signal Segmentation 
fault (11)
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|\x07|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|

[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.63.211] :|\xf1|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.207] Received unknown 
command from ServletExec:|\xf1|
[Fri Mar 16 09:48:33 2007] [error] Received unknown command from 
ServletExec|x|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.206] Received unknown 
command from ServletExec:|\xf1|
[Fri Mar 16 09:48:33 2007] [error] [client xxx.xxx.22.252] Received unknown 
command from ServletExec:|\xf1|, referer: https://

rem/arsys/forms/rem/%2BCOMP%3ADashboards/Dashboards

Regards,

Jackson

_
Live Search Maps – find all the local information you need, right when you 
need it. http://maps.live.com/?icid=hmtag2&FORM=MGAC01


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Web Service Plug in loading?

[Den Fong]

Okay
 
Trying to setup a webservice here and am getting an error 8755 plug in not 
loaded.  ARSYS.ARF.WEBSERVICE I am sure we loaded the plugin.
 
In the ar.conf file we have.
 
plugin :/.../arsystem/bin/libwebservice.so
 
What else was there?  If it's not installed how do I get it installed seperatly 
without upgrading the system again?
 
ARS 6.3 patch 20
 
Thanks

Den

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Re: BDNA and CMDB

[Adam D Pederson]

Hey Bob:

 

While BDNA is certainly a partner of BMCs I can tell you that they aren't
just reselling BMC product.  They have a competing discovery product that
does network based discovery of PC and server information without loading an
agent onto the target machine as well as the traditional discovery of other
devices on the network.  I believe that they have or will have some out of
the box functionality to integrate with Atrium.  What sort of additional
information are you looking for about them?

 

Regards,

 

Adam Pederson

Practice Director

IT Service Management Practice

Xinify Technologies, Inc.

Mobile: +1 925 895 9500

Email:  [EMAIL PROTECTED]

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Friday, March 16, 2007 10:58 AM
To: arslist@ARSLIST.ORG
Subject: BDNA and CMDB

 

** 

Does anyone on the list know anything about the company BDNA
(http://www.bdnacorp.com) and their CMDB product? They seem to have a
reconciliation engine and their company rhetoric echoes BMC's in some ways. 

 

Is this, by chance, a company that is reselling Remedy's CMDB and related
asset-tracking products as an independently licensed application?

 

A relatively small company with which I am associated is considering this
product.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
 [EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi 

__20060125___This posting was submitted with HTML in
it___ 


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Re: ARSWiki Updates

[Axton]

Been toying with the Bugzilla voting mechanism some more (still
learning the best way to use this feature).  I now have it set up so
every user has 5 votes they can apply/revoke from different bugs; up
to 5 votes can be applied against a single defect.  The rationale
behind this is that it gives each user the ability to define which
bug(s) is/are most important (up to a total of 5 bugs with 1 vote or 5
votes for one bug if it is very pressing).  I think this makes the
most sense and gives each user the ability to weight each bug in terms
of their own priorities.

As more users create accounts, and more bugs are entered into the
system, these numbers will probably need to be adjusted.  The goal, as
I am starting to see it, is to derive a weight for each bug based on
user defined priorities through feedback in the form of 1 or more
votes.

Axton Grams

On 3/16/07, Axton <[EMAIL PROTECTED]> wrote:

I wanted to add one thing to this post.  The bugzilla app provides the
ability to vote on bugs.  Each user is granted 1 vote per bug; once 5
votes are registered for ARS defects or 10 for ITSM defects, the bug
automatically goes to a confirmed state.  Vote your pain points.

http://arswiki.org/bugs

Axton Grams

On 3/16/07, Axton <[EMAIL PROTECTED]> wrote:
> I reorganized the site content to make finding information a little
> more manageable (hopfully).  Let me know what you think.
> http://arswiki.org
>
> The bugzilla app for BMC product defect tracking is up and running.
> Waiting for those that expressed an interest to start submitting the
> defects that are troubling them ;-)  I can tell you that there are
> eyes at BMC watching this app and its content.  So if you are having
> trouble and you are convinced that there is a defect in Remedy, please
> consider submitting it here.
> http://arswiki.org/bugs
>
> A subversion repository with Trac and Bugzilla are available for
> anyone out there interested in developing open source software related
> to Remedy.
> http://arswiki.org/projects
>
> Kinetic Data is hosting a series of events in Australia to showcase
> some of the products we know and something new.
> http://arswiki.org/wiki/Current_events
>
> Axton Grams
>



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Re: Who's in charge of support at BMC? (U)

[Opela, Gary L Contr OC-ALC/ITMA]

Fast Track.. Does that mean 1 week response time?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Friday, March 16, 2007 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)

Whats your support level?  Fast Track?  Continuous? 



Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Friday, March 16, 2007 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)

Wow, still no response. I wonder what would happen if our helpdesk
people had this response time? Four days and I've not even had them
suggest anything!

-Original Message-
From: Opela, Gary L Contr OC-ALC/ITMA
Sent: Thursday, March 15, 2007 2:06 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Who's in charge of support at BMC? (U)



Okay, I agree that the top level support is great and all, but they
should at least hold to their level of support for which we're paying.

Example:

I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding
some database connectivity issues I've been having (See thread entitled
"MS SQL Linked Server error" for full information).

They did not respond until the next day. I got to work on Wednesday at
7:00 and there was an email from them asking for, guess what, log files.

Note that in my original emails, I had pasted the errors I was seeing,
so they would not have anything to find in the log files. Additionally,
in my original email, I had stated that this was affecting my entire
user base.

So, I sent them the files at 7:37AM on Wednesday. I wait all day,
nothing.. I get to work this morning, and still nothing! I emailed them
back and said their response time was not acceptable and asked that they
elevate the priority of the ticket. That was at 7:47 AM this morning. 

They still have yet to respond. So, now I'm 4 days into the issue, and
it's 2.5 days since I opened the ticket, and where am I? My users still
cannot use a core functionality of their application!

Now, granted, the issue may or may not be with remedy, but remedy is the
only thing that is being affected. I can use all of the functionality
directly within SQL Server Enterprise Manager and Query tool, but only
remedy is experiencing issues.

I pay for support, I expect to get support, not a generic canned
response asking me for data which I've already provided just so they can
put me on the ignore list! 

David, I hope you read this and take it to heart. You have a large
customer base that is not happy.

I hope you guys realize that due to your less than acceptable level of
support, you are going to lose customers. There are other products out
there that, while they may not be as good as remedy, have good enough
support to make it worth it!

Remedy, although it is great, is of no use to me if I cannot get it to
work!


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Re: Diary Field wierdness

[David Durling]

Ron,

Yes, that seems to work okay - didn't really think about it!

The problem is actually not an issue for us since I'm the only one using 
any 7.x user tool, but something I wouldn't mind seeing fixed before/if 
we ask our users to upgrade their clients.  I'll follow up on what 
support says about it -


David D.
Univ. of Georgia



Date: Fri, 16 Mar 2007 08:27:43 -0700
Reply-To: arslist@ARSLIST.ORG
Sender:   "Action Request System discussion list(ARSList)"
  
From: Ron Legters <[EMAIL PROTECTED]>
Subject:  Re: Diary Field wierdness
In-Reply-To:  A<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

What about Ctl-E followed by Ctl-U (set defaults)? Think that would
work? 



Thanks, 
Ron

Tools Admin


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Durling
Sent: Thursday, March 15, 2007 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field wierdness

I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch
1351 server (Solaris 9, Oracle 9iR2).  I entered a ticket with Remedy
support just now, and referenced Ian's case.

The only thing I'll add is that choosing "Edit - Clear All" (Ctl + E)
does clear the old diary entry.  That might be undesirable, though,
since that erases default field values -



--
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia

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Re: Upgrade permissions issues:: help :: SOLVED

[patrick zandi]

I believe the issue is the USER FORM. The user form on the upgrade wiped out
all my permissions to the form. It changed them.
It removed and added instead of a Merge of the permissions..
So no one had access to my forms because it called the user form so the
tables would show their personal data.
In the meantime I was checking permissions on fields and they were not
there. CACHE issue..
So it was soo simple yet allusive.

IS that nuts or what.. I kept thinking it was in the cache, or the groups..

Remember Permissions on user and groups forms (access) get changed on
versions 6.0.X   6.3.X  7.0
and the Caching for group permissions may just take a little bit.

On 3/5/07, patrick zandi <[EMAIL PROTECTED]> wrote:


I have also made 1 form with permissions of public .. it does show up..
I also did an export of 98% of Group and User data (excluding admin) and
did an ARimport
 with Replace old record with new record selected..
No difference.. no access to forms.
Very Strange..


 On 3/5/07, patrick zandi <[EMAIL PROTECTED] > wrote:
>
> I upgraded from an ARS 5.12 to a 6.3  and had to bail back to previous
> server due to permission issues..
> AS admin I can see everything fine. But customers could not see there
> forms..
> The permissions on the forms for ARS 5.12 upgraded just fine.. but no
> access to these forms..
> I checked the groups / users all looks just fine..
> I reloaded  cache for Groups and users .. but no change.
>
> I started playing (testing) on the new server.. I took the groups form
> and changed the Results query list, and added some fields like group id
> etc.. it did not show up ? I deleted all the folders in the home directory -
> the cache.. but no difference.. field does not show up..
>
> Anyone see this..
> ENV:: Solaris 10 - ARS 5.12 -> ARS 6.3P20 -> ARS 6.3P21 // Oracle
> 10.2.0.3
> Client:: XP ARS 6.3 P20 Client
> --
> Patrick Zandi
>



--
Patrick Zandi





--
Patrick Zandi

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Re: Web Service Newbie

[Joe DeSouza]

Roger,

Not sure I understood you completely.. Are you saying they want you to attempt 
to create a web service using Remedy's Admin Tool but without setting up the 
Mid-Tier? If so that is not supported and not possible using Remedy's Admin 
tool to create a that web service.. When you create a web service through 
Remedy's Admin tool, the URL it generates expects you to insert the mid-tier's 
context path within it.

Here is what a typical web service url looks like when created from the Admin 
tool:
http://:/mid-tier/WSDL/public/

So as you would notice the request is communicated to the AR Server via the 
Mid-Tier.

You could I'm sure write a web service independent of the mid-tier without 
using the AR Systems Admin tool, but in order to do that you would need to 
write your own web plugin to the ARS. And I wonder how much of that would be 
supported by Remedy support should you run into a problem..

Hope this helps...
 
Joe



- Original Message 
From: "Nall, Roger" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 8:55:26 AM
Subject: Web Service Newbie

** 
Okay everyone please take it easy on me with this one. Here is my configuration:
ARS 6.03 patch 16
WINDOWS 2003
SQL 2K
No mid-tier
 
We are creating a .NET help desk ticket application for our Engineering group. 
Currently they use Remedy but due to some personal issues the decision was made 
to move the Remedy application to a move advanced platform. Please do not ask 
any questions as to why this decision was made. My mother always told me if you 
can’t say something nice about someone don’t say anything at all.
 
That being said we need to integrate Remedy with this new .NET system. I need 
to be able to create tickets in the new system and they need to be able to 
update my tickets as well as create tickets in Remedy. They have developed a 
Web Service for me to use to create tickets in the new system. As I understand 
it this will allow me to pass data to the new system and receive their ticket 
number back.
 
We were originally going to user the .NET API to allow them to update/create 
tickets in my system. It was suggested to me that maybe we could use a Web 
Service created on the Remedy side instead of the API. I have been looking at 
the documentation for creating a Web Service and that has led me to this 
posting. 
 
My first question is how is this possible without using the Mid-Tier? As I 
stated, this is new to me and I am not sure I fully understand it. Any help 
would be greatly appreciated.
 
Thanks,
 
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM


 

The fish are biting. 
Get more visitors on your site using Yahoo! Search Marketing.
http://searchmarketing.yahoo.com/arp/sponsoredsearch_v2.php

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Re: Windows User Tool 7.x Crystal Reports bug

[patrick zandi]

Stephen,
Very similar to what did too.
I removed ars 7.0.1 first - leaving home, then installed ars 6.3 p20 on top.
then rebooted.
it worked..

I do not know what the criteria is completely yet for the system to get
hosed..


On 3/16/07, Stephen Lumini <[EMAIL PROTECTED]> wrote:


** Just an FYI on something I tried:
I have a machine with MS Office and I installed 7.0.1 patch 001 - user,
admin, alert, import tool.  Having another work machine, I decided to try
an experiment.  I installed the 6.3 user tool only (including the Crystal
stuff) - this overwrote my 7.0.1 user tool completely.  Then I when to
Control Pane|Add/Remove and uninstalled the 6.3 User Tool.  Office
continued to work fine.  I then uninstalled 7.0 admin - still everything
works fine.

I then noticed the BMC 7.0 user tool still in the Add/Remove list and
figured I'd push my luck.  Clicked the Remove button, clicked the Yes
button for "Remove BMC User...", then had a heart flutter when I saw the
dialog "Removing Crystal Runtimes" message.

Well - everything still works fine.  I tried rebooting, just 'cause and it
all still works - Outlook, Word, Excel.  I wrote this email in Word.

Of course, this was tested on just one pc running XP, so results may vary.

Later
Stephen


*Don McClure <[EMAIL PROTECTED]>* wrote:

** David,

I am interested in these observations as well.  We did not rollout 6.3
other than MidTier against ARS 5.1.2, so I cannot address Stephen's
concern directly.

However, we have experienced the 'start-over' issue with UT 7.0.0
removal (with/without previous UT versions involved)--and have
deliberately chosen to not 'uninstall' any 7.x UserTool version,
regardless
of other considerations.

Thanks and regards,

dwm



 Don W. McClure, P.E.
Systems Engineer
University of North Texas
[EMAIL PROTECTED]
940.565.3287


>>> "Heider, Stephen" <[EMAIL PROTECTED]> 14-Mar-07 10:54 AM >>>
David,

I am getting ready to install the 7.0.01 User Tool on a computer that
has not had any ARS software previously installed.  The computer does
have Office and Visual Studio.

I understand from your email if User Tool 6.03 is installed first then
the 7.0.01 uninstall issue does not occur.  When you say "over the top
of the 6.03" did you mean install in the same folder, or can 7.0.01 be
installed in a different folder?

Thank you.

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Monday, March 12, 2007 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Windows User Tool 7.x Crystal Reports bug - was RE: Sun's
Bug Detail Page vs. BMC Product Defect Page

Installing the 7.0.01 user tool over the top of the 6.03 will avoid the
defect and should work just fine.

Thanks,

-David J. Easter
Sr. Product Manager, Service Management Business Unit BMC Software, Inc.

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Monday, March 12, 2007 10:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Windows User Tool 7.x Crystal Reports bug - was RE: Sun's
Bug Detail Page vs. BMC Product Defect Page

What happens if you simply install v6.3 user tool over the v 7.01?  Or
just sit tite till patch 3 comes out? Remedy says that you are supposed
to uninstall the old user tool before installing the new, but I haven't
noticed any problem with just installing one on top of the other.  Am I
doing some damage that I am not aware of?

Dwayne Martin
James Madison University

 Original message 
>Date: Mon, 12 Mar 2007 10:23:21 -0500
>From: strauss <[EMAIL PROTECTED]>
>Subject: Windows User Tool 7.x Crystal Reports bug - was RE:
Sun's Bug Detail Page vs. BMC Product Defect Page
>To: arslist@ARSLIST.ORG
>
>Doesn't sound like there will be an actual fix until a 7.0.01
Patch 003,
>or 7.1, whichever comes first. Until then, it would be almost
>irresponsible to let your users install any 7.x User Tool
anywhere,
>which means implementing a 7.x system _should_ wait until
this issue is
>has finally been corrected. You would be letting them place a
time bomb
>on their machine. Since we had two workstations completely
trashed by
>this bug last July, I can attest to the fact that it is a
catastrophic
>problem.
>
>Christopher Strauss, Ph.D.
>Remedy Database Administrator
>University of North Texas Computing Center
>http://remedy.unt.edu/helpdesk/ -Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
>Sent: Monday, March 12, 2007 9:40 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Sun's Bug Detail Page vs. BMC Product Defect Page
>
>What abou

Re: Who's in charge of support at BMC? (U)

[Lammey, Peter A.]

Whats your support level?  Fast Track?  Continuous? 



Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Friday, March 16, 2007 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Who's in charge of support at BMC? (U)

Wow, still no response. I wonder what would happen if our helpdesk
people had this response time? Four days and I've not even had them
suggest anything!

-Original Message-
From: Opela, Gary L Contr OC-ALC/ITMA
Sent: Thursday, March 15, 2007 2:06 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Who's in charge of support at BMC? (U)



Okay, I agree that the top level support is great and all, but they
should at least hold to their level of support for which we're paying.

Example:

I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding
some database connectivity issues I've been having (See thread entitled
"MS SQL Linked Server error" for full information).

They did not respond until the next day. I got to work on Wednesday at
7:00 and there was an email from them asking for, guess what, log files.

Note that in my original emails, I had pasted the errors I was seeing,
so they would not have anything to find in the log files. Additionally,
in my original email, I had stated that this was affecting my entire
user base.

So, I sent them the files at 7:37AM on Wednesday. I wait all day,
nothing.. I get to work this morning, and still nothing! I emailed them
back and said their response time was not acceptable and asked that they
elevate the priority of the ticket. That was at 7:47 AM this morning. 

They still have yet to respond. So, now I'm 4 days into the issue, and
it's 2.5 days since I opened the ticket, and where am I? My users still
cannot use a core functionality of their application!

Now, granted, the issue may or may not be with remedy, but remedy is the
only thing that is being affected. I can use all of the functionality
directly within SQL Server Enterprise Manager and Query tool, but only
remedy is experiencing issues.

I pay for support, I expect to get support, not a generic canned
response asking me for data which I've already provided just so they can
put me on the ignore list! 

David, I hope you read this and take it to heart. You have a large
customer base that is not happy.

I hope you guys realize that due to your less than acceptable level of
support, you are going to lose customers. There are other products out
there that, while they may not be as good as remedy, have good enough
support to make it worth it!

Remedy, although it is great, is of no use to me if I cannot get it to
work!


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Re: Who's in charge of support at BMC? (U)

[Opela, Gary L Contr OC-ALC/ITMA]

Wow, still no response. I wonder what would happen if our helpdesk
people had this response time? Four days and I've not even had them
suggest anything!

-Original Message-
From: Opela, Gary L Contr OC-ALC/ITMA 
Sent: Thursday, March 15, 2007 2:06 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Who's in charge of support at BMC? (U)



Okay, I agree that the top level support is great and all, but they
should at least hold to their level of support for which we're paying.

Example:

I opened a ticket with Remedy on Tuesday Morning at 9:37 AM regarding
some database connectivity issues I've been having (See thread entitled
"MS SQL Linked Server error" for full information).

They did not respond until the next day. I got to work on Wednesday at
7:00 and there was an email from them asking for, guess what, log files.

Note that in my original emails, I had pasted the errors I was seeing,
so they would not have anything to find in the log files. Additionally,
in my original email, I had stated that this was affecting my entire
user base.

So, I sent them the files at 7:37AM on Wednesday. I wait all day,
nothing.. I get to work this morning, and still nothing! I emailed them
back and said their response time was not acceptable and asked that they
elevate the priority of the ticket. That was at 7:47 AM this morning. 

They still have yet to respond. So, now I'm 4 days into the issue, and
it's 2.5 days since I opened the ticket, and where am I? My users still
cannot use a core functionality of their application!

Now, granted, the issue may or may not be with remedy, but remedy is the
only thing that is being affected. I can use all of the functionality
directly within SQL Server Enterprise Manager and Query tool, but only
remedy is experiencing issues.

I pay for support, I expect to get support, not a generic canned
response asking me for data which I've already provided just so they can
put me on the ignore list! 

David, I hope you read this and take it to heart. You have a large
customer base that is not happy.

I hope you guys realize that due to your less than acceptable level of
support, you are going to lose customers. There are other products out
there that, while they may not be as good as remedy, have good enough
support to make it worth it!

Remedy, although it is great, is of no use to me if I cannot get it to
work!

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Re: Windows User Tool 7.x Crystal Reports bug

[Stephen Lumini]

Just an FYI on something I tried:
  I have a machine with MS Office and I installed 7.0.1 patch 001 - user, 
admin, alert, import tool.  Having another work machine, I decided to try an 
experiment.  I installed the 6.3 user tool only (including the Crystal stuff) - 
this overwrote my 7.0.1 user tool completely.  Then I when to Control 
Pane|Add/Remove and uninstalled the 6.3 User Tool.  Office continued to work 
fine.  I then uninstalled 7.0 admin - still everything works fine.
   
  I then noticed the BMC 7.0 user tool still in the Add/Remove list and figured 
I'd push my luck.  Clicked the Remove button, clicked the Yes button for 
"Remove BMC User...", then had a heart flutter when I saw the dialog "Removing 
Crystal Runtimes" message.  
   
  Well - everything still works fine.  I tried rebooting, just ‘cause and it 
all still works - Outlook, Word, Excel.  I wrote this email in Word.
   
  Of course, this was tested on just one pc running XP, so results may vary.
   
  Later
  Stephen


Don McClure <[EMAIL PROTECTED]> wrote:  ** David,
   
  I am interested in these observations as well.  We did not rollout 6.3
  other than MidTier against ARS 5.1.2, so I cannot address Stephen's
  concern directly.
   
  However, we have experienced the 'start-over' issue with UT 7.0.0
  removal (with/without previous UT versions involved)--and have
  deliberately chosen to not 'uninstall' any 7.x UserTool version, regardless
  of other considerations.  
   
  Thanks and regards,
   
  dwm
   
   
   
Don W. McClure, P.E.
Systems Engineer
University of North Texas
[EMAIL PROTECTED]
  940.565.3287


>>> "Heider, Stephen" <[EMAIL PROTECTED]> 14-Mar-07 10:54 AM >>>
David,

I am getting ready to install the 7.0.01 User Tool on a computer that
has not had any ARS software previously installed.  The computer does
have Office and Visual Studio.  

I understand from your email if User Tool 6.03 is installed first then
the 7.0.01 uninstall issue does not occur.  When you say "over the top
of the 6.03" did you mean install in the same folder, or can 7.0.01 be
installed in a different folder?

Thank you.

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Monday, March 12, 2007 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Windows User Tool 7.x Crystal Reports bug - was RE: Sun's
Bug Detail Page vs. BMC Product Defect Page

Installing the 7.0.01 user tool over the top of the 6.03 will avoid the
defect and should work just fine.

Thanks, 

-David J. Easter
Sr. Product Manager, Service Management Business Unit BMC Software, Inc.

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Monday, March 12, 2007 10:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Windows User Tool 7.x Crystal Reports bug - was RE: Sun's
Bug Detail Page vs. BMC Product Defect Page

What happens if you simply install v6.3 user tool over the v 7.01?  Or
just sit tite till patch 3 comes out? Remedy says that you are supposed
to uninstall the old user tool before installing the new, but I haven't
noticed any problem with just installing one on top of the other.  Am I
doing some damage that I am not aware of?

Dwayne Martin
James Madison University 

 Original message 
>Date: Mon, 12 Mar 2007 10:23:21 -0500
>From: strauss <[EMAIL PROTECTED]>
>Subject: Windows User Tool 7.x Crystal Reports bug - was RE:
Sun's Bug Detail Page vs. BMC Product Defect Page  
>To: arslist@ARSLIST.ORG
>
>Doesn't sound like there will be an actual fix until a 7.0.01
Patch 003,
>or 7.1, whichever comes first. Until then, it would be almost 
>irresponsible to let your users install any 7.x User Tool
anywhere,
>which means implementing a 7.x system _should_ wait until
this issue is
>has finally been corrected. You would be letting them place a
time bomb
>on their machine. Since we had two workstations completely
trashed by
>this bug last July, I can attest to the fact that it is a
catastrophic
>problem.
>
>Christopher Strauss, Ph.D.
>Remedy Database Administrator
>University of North Texas Computing Center 
>http://remedy.unt.edu/helpdesk/ -Original Message-
>From: Action Request System discussion list(ARSList) 
>[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
>Sent: Monday, March 12, 2007 9:40 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Sun's Bug Detail Page vs. BMC Product Defect Page
>
>What about the uninstaller corrupting Microsoft Word and
Office in
>general? 
>
>Thanks
>Peter Lammey
>ESPN MIT Technical Services & Applications Management
>860-766-4761
>
>-Original Message-
>F

Re: OLE Automation to open a Word document

[Rindel, Jon]

Hi Terri

 

Try doing this via dde.ini, we used to use this to populate a pre
printed customer invoice once a customer booked PC's into our repair
centre.

 

Regards

 

Jon

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lockwood, Teresa L
Sent: 16 March 2007 04:38 PM
To: arslist@ARSLIST.ORG
Subject: OLE Automation to open a Word document

 

My customer needs to have a word document opened when a button is pushed
on their form.  I'm trying to us OLE automation but am doing something
wrong.  I want to open a pre-defined Word document and paste in the
date, name, & address information into the document from the Remedy
form.  Does anyone have documentation that they would like to share
about how to do this?  Remedy website KB wasn't much help.  Any help is
appreciated.

 

ARS 6.3 patch 20

ITSM 5.6

AIX 5.3

SQL - Oracle 9.2 

 

Thanks,

 

Terri

 

 

__20060125___This posting was submitted with HTML in
it___


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Re: Crystal Report Error

[Luttmann, Michael W Ctr 21 SCS/SCBBN]

Sounds like a problem with the ODBC configuration on the client.  I'd
start checking there.

Michael W. Luttmann 
Senior Database Administrator 
[EMAIL PROTECTED] 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail
Sent: Friday, March 16, 2007 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal Report Error

I'm working with Derek on this problem. We tried recreating this
problem on someone else's computer, and it worked just fine. Now with
that given, along with the error stating "An error occurred while
generating the Crystal report - Logon failed. (ARERR 1904).", tells me
that the problem must be in the client-side, probably some iffy dll's
or something. I tried uninstalling EVERYTHING on my computer that is
related to Remedy (user, admin, migrator, alert), then reinstalled
everything again  (v7.0.01 patch 001), but I still get that error.
Any thoughts?

Thank you,
Mikhail


On Mar 5, 1:23 pm, Derek Fernandes <[EMAIL PROTECTED]> wrote:
> Hi listers,
>
> We just moved to ARS 7.0.1 patch 1 but we are still using HelpDesk
4.03.
> We have a couple of Crystal Reports that were working on ARS 6.3. Now,
> when we push the button to print the report we get the following
error:
>
> An error occurred while generating the Crystal report: 0x80047e48 -
> Logon failed. (ARERR1904)
>
> I have installed the latest version of the User Tool and checked the
> active link that generates the report, and made sure on the Report
> Information tab:
> Report Type = Crystal
> Location = Embedded
> Name = \\reportname.rpt
> Destination = Printer
>
> Any help would be greatly appreciated.
>
> Derek
>
> --
> Derek Fernandes
> Programmer Analyst
> U of C Information Technologies
> ES 1010, University of Calgary
> Calgary, Alberta  T2N 1N4
> 403.210.9879
>
>

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Re: Web Service Newbie

[Carey Matthew Black]

Roger,

A *super special* thing about the Web Service standard is that WSDL's are
optional. So you might have to tell your .NET developers that they need to
go learn that standard well enough to describe their .NET web service. Or
they might already have built their web service from a predefined WSDL.

There are tools that take a WSDL and build client code handlers and Server
code frameworks to allow a person to keep a chunk of code that is
"generated" from the WSDL and then just plugin some other stuff to actually
make the Web Service do something. :)

It is generally considered a "good thing" to start by defining the WSDL then
after both parties have agreed on the structure, go implement the actual Web
Service (server side).


However, in the ARS universe there are a few special things here..

1) ARS requires a WSDL for you to consume a Web Service.
2) ARS does not fully support all structures that are possible in the full
WSDL standard too.
   See the Admin tool Help for the topic: "limitations for consumption"
That is a must read for your .NET coders. (If they have not seen it
yet.)

I am sure there are other stuff to consider, but that should at least get
you the 80%(work)-20%(time) rule. :)

HTH.

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

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



From "Nall,Roger" <[EMAIL PROTECTED]>
   Sent   by: "Action Request System discussion list(ARSList)" <

arslist@ARSLIST.ORG>


16/03/2007 12:55

Please respond to
 arslist@ARSLIST.ORG

To arslist@ARSLIST.ORG
Subject Web Service Newbie


 **
 Okay everyone please take it easy on me with this one. Here is my

configuration:


ARS 6.03 patch 16
WINDOWS 2003
SQL 2K
No mid-tier


 We are creating a .NET help desk ticket application for our Engineering

group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was made.
My mother always told me if you can't say something nice about someone don't
say anything at all.


 That being said we need to integrate Remedy with this new .NET system. I

need to be able to create tickets in the new system and they need to be able
to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new system.
As I understand it this will allow me to pass data to the new system and
receive their ticket number back.


 We were originally going to user the .NET API to allow them to

update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and that
has led me to this posting.


 My first question is how is this possible without using the Mid-Tier? As

I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated.


 Thanks,

 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile USA
 Desk: 813-348-2556(New)
 Cell: 973-652-6723
 FAX: 813-348-2565
 sf49fanv AIM IM
 RogerNall   Yahoo IM



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Re: Crystal Report Error

[Susan Palmer]

Where is this Crystal report residing?
If it is associated with an active link, save the report and all the
parameters for the AL and then delete the active link and make a new one.
Do you have Crystal reports (full version) installed on your PC?
If so can you open that report you saved from the active link in it?
If you can resave it.
On a new active link select the report, and try to launch it again.

When you deleted everything Remedy did the include the whole folder
structure?  Did you check the registry for any entries?

If you can perform the operation on another PC it has to be something that
is resident on yours.

Once you reloaded everything did you go to control panel and do the odbc
config again.  Interesting ... did it originally delete from there when you
removed all the remedy appls?

Can you connect to your remedy database via Excel?

Susan


On 3/16/07, Mikhail <[EMAIL PROTECTED]> wrote:


I'm working with Derek on this problem. We tried recreating this
problem on someone else's computer, and it worked just fine. Now with
that given, along with the error stating "An error occurred while
generating the Crystal report - Logon failed. (ARERR 1904).", tells me
that the problem must be in the client-side, probably some iffy dll's
or something. I tried uninstalling EVERYTHING on my computer that is
related to Remedy (user, admin, migrator, alert), then reinstalled
everything again  (v7.0.01 patch 001), but I still get that error.
Any thoughts?

Thank you,
Mikhail


On Mar 5, 1:23 pm, Derek Fernandes <[EMAIL PROTECTED]> wrote:
> Hi listers,
>
> We just moved to ARS 7.0.1 patch 1 but we are still using HelpDesk 4.03.
> We have a couple of Crystal Reports that were working on ARS 6.3. Now,
> when we push the button to print the report we get the following error:
>
> An error occurred while generating the Crystal report: 0x80047e48 -
> Logon failed. (ARERR1904)
>
> I have installed the latest version of the User Tool and checked the
> active link that generates the report, and made sure on the Report
> Information tab:
> Report Type = Crystal
> Location = Embedded
> Name = \\reportname.rpt
> Destination = Printer
>
> Any help would be greatly appreciated.
>
> Derek
>
> --
> Derek Fernandes
> Programmer Analyst
> U of C Information Technologies
> ES 1010, University of Calgary
> Calgary, Alberta  T2N 1N4
> 403.210.9879
>
>
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Full Time Remedy Administrator/Developer - Colorado Spring CO (UNCLASSIFIED)

[Steffers, Fred CTR MDA/ICEI]

Classification:  UNCLASSIFIED 
Caveats: NONE

Opening for a permanent Remedy Administrator/Developer at the Joint
National Integration Center, Schriever AFB CO located in Colorado
Springs, CO.

We are looking for someone within the local area that has 3-5 years
experience with custom and ITSM development. There are no relocation
funds for this position. Must be able to obtain a Security Clearance.

1. Work Description: The successful candidate will implement an ITSM
Remedy solution with various modules and will maintain and operate the
application. Administer application data daily; process queries and
reports as requested by users, and check the Remedy error logs on the
server to ensure all of the transacts are processed correctly. Ensure
the Remedy Applications are on the most current versions and patched.
Develop and implement upgrade plans for Remedy Software updates and
patches. Develop, change, test and deploy JNIC processes into Remedy
processes and work directly with managers within the JNIC. Work with
internal agencies to insure the Remedy Suite of applications are being
fully supported; maintain and manage the Remedy Support contract and
maintenance to insure that all available support is current.

2. Minimum Requirements: BS Computer Science, Info. Systems (or
equivalent) and 8+ years experience in the IT field. Minimum four-years
experience with Remedy application development including ARS and the
ITSM Suite which consist of Service Desk, Service Level Management,
Asset Management, Change Management and Crystal Reports. Candidate must
possess good verbal and written communication skills. Must be a team
player and able to work in a team environment. US SECRET Security
Clearance must be obtainable.

3. Preferred Requirements: Familiarity with the Joint National
Integration Center (JNIC) is preferred. Experience with US military
contracts is a plus. A background in Help Desk 5.0 or higher and SQL is
a plus.

4. If interested, please send resume to [EMAIL PROTECTED]


Fred Steffers
ARS Administrator
1-8616
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: user tool printer icon

[Shellman, David]

Did you try a different version of the client?

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Fri Mar 16 12:50:50 2007
Subject: Re: user tool printer icon

Thanks for the replay, No matter what my customer do (landscape or 
portrait on 5.1.2 p1489), what come out is to small to read and it is in 
the top left corner.

*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Shellman, David wrote:
>
> Rocky,
>
> We have some folks that use it here.  From what I see it sizes the 
> image of the form to fit the page.  Some times rotating the print to 
> landscape makes the the output readable.
>
> If focus is to the results list instead of the record, then the 
> results list is printed.
>
>
>
> Dave
> --
> [EMAIL PROTECTED] (Wireless)
>
> - Original Message -
> From: Action Request System discussion list(ARSList) 
> To: arslist@ARSLIST.ORG 
> Sent: Fri Mar 16 11:37:35 2007
> Subject: user tool printer icon
>
> Folks,
>
> I have a question. Does anybody have customers using the printer icon on
> the user tool? If you use it, does it print so small that you cannot
> read it? Did you come up with some resolution for this. Or should BMC
> just pull it off the user tool to prevent customer confusion.
>
>
> --
>
> *Rocky*
>
> Rocky Rockwell
> eMA Team – Remedy Developer
> [EMAIL PROTECTED] 
> Ph#1: 214-567-8874
> Ph#2: 325-884-1263
>
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Re: how to export data?

[Thad Esser]

Paul,

I do the first two steps a little differently.  I enter the search 
criteria into the search form, but don't run it.  Then from search mode 
with the criteria entered, I go into the reporting piece, following the 
steps you outlined below.  When you do the Report/Export to File, Remedy 
will execute the search at that time.  This runs faster and doesn't use as 
much memory, since its not loading all the data first.  Being in the habit 
of doing it this way also keeps me from going into the Reporting tool with 
only one record selected.  That's not a big deal, but when you look at the 
file you exported and only see one row of data, it gives you pause, and 
then you have to go do it again anyway.

Just thought I'd mention it to save you some time.
 
Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach



"Clements, Paul" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

03/16/2007 07:17 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: how to export data?






"But how can I export/dump the data for local application?"

It's not that obvious if you're new to Remedy. What you need to do is:

* run a search of a particular form 
* Select the data you wish to export in the 'Results Pane'
* Select 'Tools'
* Select 'Reporting'
* This then takes you into the reporting tool. 
* To export the entire file simply select 'New Style'
* Click 'Add All'
* Select Report/Export To/File

Cheers,

Paul Clements
IT Professional Officer
Glasgow City Council 
Centenary House
100 Morrison Street
Glasgow G5 8LN

Phone: 0141 418 1332
Email:  [EMAIL PROTECTED]
Web: www.glasgow.gov.uk

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vinson
Sent: 16 March 2007 13:48
To: arslist@ARSLIST.ORG
Subject: how to export data?

Hi,
I'm a newbie of Remedy. I know that I can use remedy user to import/
export the definition. But how can I export/dump the data for local
application?


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Re: ARSWiki Updates

[Axton]

I wanted to add one thing to this post.  The bugzilla app provides the
ability to vote on bugs.  Each user is granted 1 vote per bug; once 5
votes are registered for ARS defects or 10 for ITSM defects, the bug
automatically goes to a confirmed state.  Vote your pain points.

http://arswiki.org/bugs

Axton Grams

On 3/16/07, Axton <[EMAIL PROTECTED]> wrote:

I reorganized the site content to make finding information a little
more manageable (hopfully).  Let me know what you think.
http://arswiki.org

The bugzilla app for BMC product defect tracking is up and running.
Waiting for those that expressed an interest to start submitting the
defects that are troubling them ;-)  I can tell you that there are
eyes at BMC watching this app and its content.  So if you are having
trouble and you are convinced that there is a defect in Remedy, please
consider submitting it here.
http://arswiki.org/bugs

A subversion repository with Trac and Bugzilla are available for
anyone out there interested in developing open source software related
to Remedy.
http://arswiki.org/projects

Kinetic Data is hosting a series of events in Australia to showcase
some of the products we know and something new.
http://arswiki.org/wiki/Current_events

Axton Grams



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Re: BDNA and CMDB

[Roger Justice]

We have a client that bought BDNA to do discovery and build the BDNA CMDB  
then we will transfer the knowledge to the Remedy CMDB. The driving factor for  
the client was that the BDNA product does not require loading an agent on the  
system that is being discovered.
 
 
Roger



** AOL now offers free email to everyone. 
 Find out more about what's free from AOL at http://www.aol.com.

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Re: user tool printer icon

[Rocky Rockwell]

Thanks for the replay, No matter what my customer do (landscape or 
portrait on 5.1.2 p1489), what come out is to small to read and it is in 
the top left corner.


*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Shellman, David wrote:


Rocky,

We have some folks that use it here.  From what I see it sizes the 
image of the form to fit the page.  Some times rotating the print to 
landscape makes the the output readable.


If focus is to the results list instead of the record, then the 
results list is printed.




Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Fri Mar 16 11:37:35 2007
Subject: user tool printer icon

Folks,

I have a question. Does anybody have customers using the printer icon on
the user tool? If you use it, does it print so small that you cannot
read it? Did you come up with some resolution for this. Or should BMC
just pull it off the user tool to prevent customer confusion.


--

*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263

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Re: Web Service Newbie

[Nall, Roger]

Thanks, Fred.

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Friday, March 16, 2007 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

 

In the filter to push data to them you put the location of the WSDL for
their (the Engineering group's) web service.   It can be an HTTP url or
it can be a physical drive path.

 

i.e.http://theirwebserver/theirservice.wsdl  or
c:\temp\engineeringservice.wsdl

 

Fred

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, March 16, 2007 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

** 

Hello Michael,

 

Thanks for this. So when consuming a web service, when creating a filter
what does one put into the Chose wsdl section of the filter so it can be
loaded?

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michael Worts
Sent: Friday, March 16, 2007 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

 

** 
Hi Roger, 

If I am not mistaken, the midtier is required if you are publishing a
web service to be consumed by an external program. The external program
will use the midtier server 

e.g. http:///arsys/WSDL// 

I think if you are consuming an external web service, you only need the
JRE and not the midtier. 

Mike. 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED] 

"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

16/03/2007 12:55 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Web Service Newbie

 

 

 




** 
Okay everyone please take it easy on me with this one. Here is my
configuration: 

1.  ARS 6.03 patch 16 
2.  WINDOWS 2003 
3.  SQL 2K 
4.  No mid-tier 


We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was
made. My mother always told me if you can't say something nice about
someone don't say anything at all. 
  
That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be
able to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new
system. As I understand it this will allow me to pass data to the new
system and receive their ticket number back. 
  
We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and
that has led me to this posting. 
  
My first question is how is this possible without using the Mid-Tier? As
I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated. 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile USA 
Desk: 813-348-2556(New) 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall   Yahoo IM 
  

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OT:Friday Humor

[Gidd Calden]

Once there was an Irish man an Englishman and an Australian who decided to
have a competition.While on top of the hill each man had to chuck his watch
in the air, then run down the hill and catch it before it hit the ground. 

So the Irishman chucked his watch in the air, ran down the hill and SPLAT
the watch hit the ground. 

Then the Englishman chucked his watch in the air, ran down the hill and
SPLAT the watch hit the ground. 

Next was the Australian who chucked his watch in the air, ran down the hill,
went and had a beer, did the shopping, came back and caught his watch. 

"How did you do that?" asked the Irishman. 

The Australian replied "My watch is 1 hour slow !"


  _  

A man meets a genie. The genie tells him he can have whatever he wants,
provided that his mother-in-law gets double.

The man thinks for a moment and then says, "OK, give me a million dollars
and beat me half to death."


  _  

A small boy was lost, so he went up to a policeman and said, "I've lost my
dad!" 

The copper said, "What's he like?" 

The little boy replied, "Beer and women!"


  _  

Whether you are a student looking for that first time or summer job or a
long time veteran looking for a change of pace, this JOB SEARCH JARGON
should help you get on your way... 

COMPETITIVE SALARY: 
We remain competitive by paying less than our competitors.

FLEXIBLE HOURS: 
Work 55 hours; get paid for 37.5.

GOOD COMMUNICATION SKILLS:
Management communicates, you listen, figure out what they want you to do.

ABILITY TO HANDLE A HEAVY WORKLOAD: 
You whine, you're fired.

CAREER-MINDED:
We expect that you will want to flip hamburgers until you are 70.

SELF-MOTIVATED:
Management won't answer questions

SOME OVERTIME REQUIRED:
Some time each night and some time each weekend

DUTIES WILL VARY:
Anyone in the office can boss you around.

COMPETITIVE ENVIRONMENT:
We have a lot of turnover.

SALES POSITION REQUIRING MOTIVATED SELF-STARTER:
We're not going to supply you with leads; there's no base salary; you'll
wait 30 days for your first commission check.

CASUAL WORK ATMOSPHERE: 
We don't pay enough to expect that you'll dress up; well, a couple of the
real daring guys wear earrings.

SOME PUBLIC RELATIONS REQUIRED:
If we're in trouble, you'll go on TV and get us out of it.

SEEKING CANDIDATES WITH A WIDE VARIETY OF EXPERIENCE: 
You'll need it to replace three people who just left.

PROBLEM-SOLVING SKILLS A MUST:
You're walking into a company in perpetual chaos.

 

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Re: Crystal Report Error

[Mikhail]

I'm working with Derek on this problem. We tried recreating this
problem on someone else's computer, and it worked just fine. Now with
that given, along with the error stating "An error occurred while
generating the Crystal report - Logon failed. (ARERR 1904).", tells me
that the problem must be in the client-side, probably some iffy dll's
or something. I tried uninstalling EVERYTHING on my computer that is
related to Remedy (user, admin, migrator, alert), then reinstalled
everything again  (v7.0.01 patch 001), but I still get that error.
Any thoughts?

Thank you,
Mikhail


On Mar 5, 1:23 pm, Derek Fernandes <[EMAIL PROTECTED]> wrote:
> Hi listers,
>
> We just moved to ARS 7.0.1 patch 1 but we are still using HelpDesk 4.03.
> We have a couple of Crystal Reports that were working on ARS 6.3. Now,
> when we push the button to print the report we get the following error:
>
> An error occurred while generating the Crystal report: 0x80047e48 -
> Logon failed. (ARERR1904)
>
> I have installed the latest version of the User Tool and checked the
> active link that generates the report, and made sure on the Report
> Information tab:
> Report Type = Crystal
> Location = Embedded
> Name = \\reportname.rpt
> Destination = Printer
>
> Any help would be greatly appreciated.
>
> Derek
>
> --
> Derek Fernandes
> Programmer Analyst
> U of C Information Technologies
> ES 1010, University of Calgary
> Calgary, Alberta  T2N 1N4
> 403.210.9879
>
> ___­
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> Answers Are"

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Re: user tool printer icon

[Shellman, David]

Rocky,

We have some folks that use it here.  From what I see it sizes the image of the 
form to fit the page.  Some times rotating the print to landscape makes the the 
output readable.

If focus is to the results list instead of the record, then the results list is 
printed.



Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Fri Mar 16 11:37:35 2007
Subject: user tool printer icon

Folks,

I have a question. Does anybody have customers using the printer icon on 
the user tool? If you use it, does it print so small that you cannot 
read it? Did you come up with some resolution for this. Or should BMC 
just pull it off the user tool to prevent customer confusion.


-- 

*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263

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Re: Web Service Newbie

[Grooms, Frederick W]

In the filter to push data to them you put the location of the WSDL for
their (the Engineering group's) web service.   It can be an HTTP url or
it can be a physical drive path.
 
i.e.http://theirwebserver/theirservice.wsdl  or
c:\temp\engineeringservice.wsdl
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, March 16, 2007 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie


** 

Hello Michael,

 

Thanks for this. So when consuming a web service, when creating a filter
what does one put into the Chose wsdl section of the filter so it can be
loaded?

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michael Worts
Sent: Friday, March 16, 2007 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

 

** 
Hi Roger, 

If I am not mistaken, the midtier is required if you are publishing a
web service to be consumed by an external program. The external program
will use the midtier server 

e.g. http:///arsys/WSDL// 

I think if you are consuming an external web service, you only need the
JRE and not the midtier. 

Mike. 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED] 



"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

16/03/2007 12:55 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Web Service Newbie

 

 

 




** 
Okay everyone please take it easy on me with this one. Here is my
configuration: 

*   ARS 6.03 patch 16 
*   WINDOWS 2003 
*   SQL 2K 
*   No mid-tier 


We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was
made. My mother always told me if you can't say something nice about
someone don't say anything at all. 
  
That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be
able to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new
system. As I understand it this will allow me to pass data to the new
system and receive their ticket number back. 
  
We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and
that has led me to this posting. 
  
My first question is how is this possible without using the Mid-Tier? As
I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated. 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile USA 
Desk: 813-348-2556(New) 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall   Yahoo IM 
  



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Re: Diary Field Issue

[Robert Molenda]

Hi Jaya; Long time no email :-)

 

Remember the logging form for worklog history loss we did?

 

>From Form 1 push the worklog value into Form 2 (yes it only gets the TR
portion)

In Form 2 do a set fields and take "Worklog + Worklog" 

 

This will concatenate the DB.worklog from the query and the still
pending TR.worklog from the transaction buffer.

 

I avoid the Commits as much as possible as it really goofs up the
'rollback' should a latter submit / update fail.

 

HTH

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Friday, March 16, 2007 5:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field Issue

 

Jaya,

 

If the solution works for you bar the missing TR value, then force a
commit down to the database on form 1 before you do the set fields in
form 2. You can do this with an Application-Release-Pending command run
before the push fields (Phase 2) operation.

 

Alternatively do the submit to form 2 with an active link firing after
modify. Or if the entry in form 2 already exists then get an after
modify active link to "touch" the record to cause the set fields action
to fire.

 

 

 

Brian Bishop

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: 16 March 2007 11:46
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field Issue

 

Hmm .. in that case I wonder if a direct SQL to update the diary field
contents would yield better results? Want to give that a shot?
 

Joe

 

- Original Message 
From: jaya munjal <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 3:14:38 AM
Subject: Re: Diary Field Issue

** 

Hi Joe

 

Thanks for your suggestion. I tried this, but the set field only gets
the DB Value and not the TR.Value of the dairy field, as the data is
still not updated in the database.

 

Secondly the issue comes with the value of Time stamp.

 

Please let me know if you have any other work around.

 

Many Thanks for your help

 

Regards

Jaya

Joe DeSouza <[EMAIL PROTECTED]> wrote:

 

Jaya,

 

Approach your problem from a slightly different angle... Instead of
doing a Push Field from the main form to form 2 which is working as
designed by copying only the TR value of the Diary field, do a Set Field
filter on form 2, on 'Submit'. Set fields will copy the whole shebang TR
+ DB value...

 

Hope this helps.
 

Joe D'Souza

- Original Message 
From: jaya munjal <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, March 15, 2007 2:26:36 AM
Subject: Diary Field Issue

** 

Hi Listerner

 

I am facing a problem while working with Diary Fields. Below is the
scenario that I want to implement

 

When ever the status is set to Closed on Form 1, it pushes the data to
Form 2. There is a work log field( Diary Field) that also needs to be
pushed to Form 2( Dairy Field).

 

Issue

As per design only current TR.Value of Diary field is being pushed. I
require the complete worklog to be pushed.

 

Any suggestions or workaround would highly be appreciated.

 

Thanks

Jaya

 



Need Mail bonding?
Go to the Yahoo! Mail Q&A
  for great tips from Yahoo! Answers
  users.

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user tool printer icon

[Rocky Rockwell]

Folks,

I have a question. Does anybody have customers using the printer icon on 
the user tool? If you use it, does it print so small that you cannot 
read it? Did you come up with some resolution for this. Or should BMC 
just pull it off the user tool to prevent customer confusion.



--

*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263

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Re: Diary Field wierdness

[Ron Legters]

What about Ctl-E followed by Ctl-U (set defaults)? Think that would
work? 


Thanks, 
Ron
Tools Admin


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Durling
Sent: Thursday, March 15, 2007 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field wierdness

I see the same issue with WUT 7.0.01 patch 001 against our 6.0.1 patch
1351 server (Solaris 9, Oracle 9iR2).  I entered a ticket with Remedy
support just now, and referenced Ian's case.

The only thing I'll add is that choosing "Edit - Clear All" (Ctl + E)
does clear the old diary entry.  That might be undesirable, though,
since that erases default field values -

David Durling
Enterprise IT Services
University of Georgia



> Date: Thu, 8 Mar 2007 10:06:18 +
> Reply-To: arslist@ARSLIST.ORG
> Sender:   "Action Request System discussion list(ARSList)"
>   
> From: Ian Trimnell <[EMAIL PROTECTED]>
> Organization: The Open University
> Subject:  Re: Diary Field wierdness
> In-Reply-To:  
> <[EMAIL PROTECTED]>
> Content-Type: multipart/alternative;
> 
> Ron Legters wrote:
>> **
>>
>> Listers -
>> I've got an issue here that I'm not seeing in the KB's or Issues log 
>> on BMC Support, so I thought I'd see if anyone else has seen this.
>> I've got a case with BMC Support, too.
>>
>> We're running HelpDesk 6.0 on ARS 7.0.1 on Windows machines. When my 
>> users upgraded their User Tools to 7.0.1 patch 1, When they save a 
>> 'New' case, and a new, blank HD Case window opens, the new window has

>> copied the last entry from the worklog of the previous case. They 
>> can't erase it, either. They can highlight it, and press delete and 
>> it appears to go away, but when they open it again, it's still there.

>> It doesn't appear to stay in the new case once it's saved, though.
>>
>> I have one HD analyst who hasn't upgraded from 7.0.0 patch 2, and 
>> this isn't happening to him.
>>
>> Any ideas?
>>
>> Thanks,
>> Ron Legters
>>
> Ron,
> 
> We have experienced this problem as well.  Our site is purely custom 
> build and still running on a 6.0.1 server.  Our users who installed 
> the
> 7.0.1 WUT (and also those who installed patch 1) have found that, upon

> submitting a ticket, the contents of the diary field (equivalent to 
> your
> worklog) stays there in the diary field.  Deleting it and writing over

> appears to not work as if they open up the diary field the old diary 
> contents are still there.  The new contents are, however, saved with 
> the new ticket. This sound exactly the same as if happening on your
site.
> 
> I would suggest two courses of action:
> 
>1. Submit a ticket to BMC (or your partner) and cross reference it
>   with ticket ISS03078412.
>2. Revert to the 7.0.0 User Tool (any patch level will do) and this
>   particular problem will cease.
> 
> We are currently in the process of upgrading our system to 7.0.1 and I

> have now experienced this problem with the development server and the
> 7.0.1 User tool.  Needless to say both BMC and our partner are 
> currently scratching their heads over this one and are claiming to not

> to be able to replicate this.
> 
> Hope this all helps,
> 
> Ian
> 
> --
> -- Ian Trimnell, AR System Lead Developer (amongst other jobs), 
> Specialist Support & Information Team, Academic & Administrative 
> Computing Service Open University, MILTON KEYNES, UK
> Phone: 01908 653741   web: http://www.open.ac.uk/


-- 
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia


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Re: OLE Automation to open a Word document (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

Does it have to be in Word?  This is an easy process using Crystal
Reports.  The Crystal Report can be formatted to look like a Word
document and can be saved as a *.doc 

Sandra Hennigan

OSD Remedy Administrator
Office # 703-602-2525 x251
CACI - Ever Vigilant(tm)

Apparently, there is nothing that cannot happen today.  Mark Twain

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lockwood, Teresa L
Sent: Friday, March 16, 2007 10:38 AM
To: arslist@ARSLIST.ORG
Subject: OLE Automation to open a Word document


** 

My customer needs to have a word document opened when a button is pushed
on their form.  I'm trying to us OLE automation but am doing something
wrong.  I want to open a pre-defined Word document and paste in the
date, name, & address information into the document from the Remedy
form.  Does anyone have documentation that they would like to share
about how to do this?  Remedy website KB wasn't much help.  Any help is
appreciated.

 

ARS 6.3 patch 20

ITSM 5.6

AIX 5.3

SQL - Oracle 9.2 

 

Thanks,

 

Terri

 

 

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Re: Web Service Newbie

[Michael Worts]

Hi Roger,

You can try any public web service from the internet (if your server has 
internet access) like this one:

http://www.webservicex.com/CurrencyConvertor.asmx?wsdl 

then you just choose your input out output parameters.

There are quite a few examples on http://www.xmethods.net/

Mike.

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED]



"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

16/03/2007 14:33
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Web Service Newbie






** 
Hello Michael,
 
Thanks for this. So when consuming a web service, when creating a filter 
what does one put into the Chose wsdl section of the filter so it can be 
loaded?
 
Thanks,
 
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Michael Worts
Sent: Friday, March 16, 2007 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie
 
** 
Hi Roger, 

If I am not mistaken, the midtier is required if you are publishing a web 
service to be consumed by an external program. The external program will 
use the midtier server 

e.g. http:///arsys/WSDL// 

I think if you are consuming an external web service, you only need the 
JRE and not the midtier. 

Mike. 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED] 


"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 
 
16/03/2007 12:55 


Please respond to
arslist@ARSLIST.ORG



To
arslist@ARSLIST.ORG 
cc
 
Subject
Web Service Newbie
 


 
 




** 
Okay everyone please take it easy on me with this one. Here is my 
configuration: 
ARS 6.03 patch 16 
WINDOWS 2003 
SQL 2K 
No mid-tier
  
We are creating a .NET help desk ticket application for our Engineering 
group. Currently they use Remedy but due to some personal issues the 
decision was made to move the Remedy application to a move advanced 
platform. Please do not ask any questions as to why this decision was 
made. My mother always told me if you can?t say something nice about 
someone don?t say anything at all. 
  
That being said we need to integrate Remedy with this new .NET system. I 
need to be able to create tickets in the new system and they need to be 
able to update my tickets as well as create tickets in Remedy. They have 
developed a Web Service for me to use to create tickets in the new system. 
As I understand it this will allow me to pass data to the new system and 
receive their ticket number back. 
  
We were originally going to user the .NET API to allow them to 
update/create tickets in my system. It was suggested to me that maybe we 
could use a Web Service created on the Remedy side instead of the API. I 
have been looking at the documentation for creating a Web Service and that 
has led me to this posting. 
  
My first question is how is this possible without using the Mid-Tier? As I 
stated, this is new to me and I am not sure I fully understand it. Any 
help would be greatly appreciated. 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile USA 
Desk: 813-348-2556(New) 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall   Yahoo IM 
 
 
__20060125___This posting was submitted with HTML in 
it___ 



 
Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number 
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU 






__20060125___This posting was submitted with HTML in 
it___
__20060125___This posting was submitted with HTML in 
it___ 






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Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU






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BDNA and CMDB

[Bob Rowe]

Does anyone on the list know anything about the company BDNA (
http://www.bdnacorp.com) and their CMDB product? They seem to have a
reconciliation engine and their company rhetoric echoes BMC's in some ways.

Is this, by chance, a company that is reselling Remedy's CMDB and related
asset-tracking products as an independently licensed application?

A relatively small company with which I am associated is considering this
product.

--
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

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Re: Performance Issues

[patrick zandi]

I have heard support mention. by different folks.
Do not stay on 6.01 for any reason.. it is a headache..


On 3/16/07, Ankur Gulati (GR/EIL) <[EMAIL PROTECTED]> wrote:


** Hi Listers,

We have a home grown application with few integrations with external interfaces.
Since last few weeks the application performance has depleted by 60%.
Earlier it was 20% CPU utilization and now the remedy application takes
70-75% at any given time. The data would not be more than 700,000. Some
times the external integrations would fail, restart of AR Server sometimes
do help, but
again in 1 or 2 days it starts to suck all the system resources and takes70% 
utilization.

The system takes more than 4 mins to save a record and some times it takes
lil more than that too, same is the case with the searches too.
SQL and API Log shows lot of delay. mainly APIs are having delay but I
don't have much knowledge to interpret API log. I don't understand what has
affected the application suddenly. As far as hardware goes...I don't know
the exact specs but I am sure tht it is under utilized.

the System is ARS 6.0.1 on Solaris 9, database :Oracle 9i

we also noticed lot of inactive remedy sessions in the oracle. Any idea
what are they? Can they affect the performance. There aren't many indexes
but still the system was running fine till few weeks back.
I need help as from where should I start  looking at the probable performance
issues and what all things I can tweak to improve it.

Incase you need more details, please do let me know.

Regards
Ankur



__20060125___This posting was submitted with HTML in
it___





--
Patrick Zandi

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OLE Automation to open a Word document

[Lockwood, Teresa L]

My customer needs to have a word document opened when a button is pushed
on their form.  I'm trying to us OLE automation but am doing something
wrong.  I want to open a pre-defined Word document and paste in the
date, name, & address information into the document from the Remedy
form.  Does anyone have documentation that they would like to share
about how to do this?  Remedy website KB wasn't much help.  Any help is
appreciated.

 

ARS 6.3 patch 20

ITSM 5.6

AIX 5.3

SQL - Oracle 9.2 

 

Thanks,

 

Terri

 

 


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Re: Web Service Newbie

[Nall, Roger]

Hello Michael,

 

Thanks for this. So when consuming a web service, when creating a filter
what does one put into the Chose wsdl section of the filter so it can be
loaded?

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michael Worts
Sent: Friday, March 16, 2007 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service Newbie

 

** 
Hi Roger, 

If I am not mistaken, the midtier is required if you are publishing a
web service to be consumed by an external program. The external program
will use the midtier server 

e.g. http:///arsys/WSDL// 

I think if you are consuming an external web service, you only need the
JRE and not the midtier. 

Mike. 

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet:
[EMAIL PROTECTED] 



"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

16/03/2007 12:55 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

Web Service Newbie

 

 

 




** 
Okay everyone please take it easy on me with this one. Here is my
configuration: 

*   ARS 6.03 patch 16 
*   WINDOWS 2003 
*   SQL 2K 
*   No mid-tier

  
We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was
made. My mother always told me if you can't say something nice about
someone don't say anything at all. 
  
That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be
able to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new
system. As I understand it this will allow me to pass data to the new
system and receive their ticket number back. 
  
We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and
that has led me to this posting. 
  
My first question is how is this possible without using the Mid-Tier? As
I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated. 
  
Thanks, 
  
Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile USA 
Desk: 813-348-2556(New) 
Cell: 973-652-6723 
FAX: 813-348-2565 
sf49fanv AIM IM 
RogerNall   Yahoo IM 
  
  

__20060125___This posting was submitted with HTML in
it___ 






 

Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6
3AU 






__20060125___This posting was submitted with HTML in
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Re: how to export data?

[Michael Worts]

If you are asking about Local vs Deployable apps.

If you use Deployable Applications, you can export forms and data into one 
DEF file (you set this up in the Deployable apps Properties->Data tab). 
You cannot do the same with Local applications, you will have to export 
the data single form at a time as Paul suggested.

Mike.

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED]



Vinson <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

16/03/2007 13:48
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
how to export data?






Hi,
I'm a newbie of Remedy. I know that I can use remedy user to import/
export the definition. But how can I export/dump the data for local
application?

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Re: how to export data?

[Clements, Paul]

"But how can I export/dump the data for local application?"

It's not that obvious if you're new to Remedy. What you need to do is:

* run a search of a particular form 
* Select the data you wish to export in the 'Results Pane'
* Select 'Tools'
* Select 'Reporting'
* This then takes you into the reporting tool. 
* To export the entire file simply select 'New Style'
* Click 'Add All'
* Select Report/Export To/File

Cheers,

Paul Clements
IT Professional Officer
Glasgow City Council 
Centenary House
100 Morrison Street
Glasgow G5 8LN

Phone: 0141 418 1332
Email:  [EMAIL PROTECTED]
Web: www.glasgow.gov.uk

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Vinson
Sent: 16 March 2007 13:48
To: arslist@ARSLIST.ORG
Subject: how to export data?

Hi,
I'm a newbie of Remedy. I know that I can use remedy user to import/
export the definition. But how can I export/dump the data for local
application?


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Support Scotland's Bid to host the 2014 Commonwealth Games in Glasgow - visit 
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how to export data?

[Vinson]

Hi,
I'm a newbie of Remedy. I know that I can use remedy user to import/
export the definition. But how can I export/dump the data for local
application?

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Re: Web Service Newbie

[Michael Worts]

Hi Roger,

If I am not mistaken, the midtier is required if you are publishing a web 
service to be consumed by an external program. The external program will 
use the midtier server 

e.g. http:///arsys/WSDL//

I think if you are consuming an external web service, you only need the 
JRE and not the midtier.

Mike.

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED]



"Nall, Roger" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

16/03/2007 12:55
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Web Service Newbie






** 
Okay everyone please take it easy on me with this one. Here is my 
configuration:
ARS 6.03 patch 16
WINDOWS 2003
SQL 2K
No mid-tier
 
We are creating a .NET help desk ticket application for our Engineering 
group. Currently they use Remedy but due to some personal issues the 
decision was made to move the Remedy application to a move advanced 
platform. Please do not ask any questions as to why this decision was 
made. My mother always told me if you can?t say something nice about 
someone don?t say anything at all.
 
That being said we need to integrate Remedy with this new .NET system. I 
need to be able to create tickets in the new system and they need to be 
able to update my tickets as well as create tickets in Remedy. They have 
developed a Web Service for me to use to create tickets in the new system. 
As I understand it this will allow me to pass data to the new system and 
receive their ticket number back.
 
We were originally going to user the .NET API to allow them to 
update/create tickets in my system. It was suggested to me that maybe we 
could use a Web Service created on the Remedy side instead of the API. I 
have been looking at the documentation for creating a Web Service and that 
has led me to this posting. 
 
My first question is how is this possible without using the Mid-Tier? As I 
stated, this is new to me and I am not sure I fully understand it. Any 
help would be greatly appreciated.
 
Thanks,
 
Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556(New)
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM
 
 
__20060125___This posting was submitted with HTML in 
it___ 






Unless stated otherwise above:
IBM United Kingdom Limited - Registered in England and Wales with number 
741598. 
Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU






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Re: Web Service Newbie

[Michiel Beijen]

Hi Roger,

You're right; you'd need the Mid-Tier to publish a webservice from Remedy.


--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On 3/16/07, Nall, Roger <[EMAIL PROTECTED]> wrote:


**

Okay everyone please take it easy on me with this one. Here is my
configuration:

   - ARS 6.03 patch 16
   - WINDOWS 2003
   - SQL 2K
   - No mid-tier



We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was made.
My mother always told me if you can't say something nice about someone don't
say anything at all.



That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be able
to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new system.
As I understand it this will allow me to pass data to the new system and
receive their ticket number back.



We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and that
has led me to this posting.



My first question is how is this possible without using the Mid-Tier? As I
stated, this is new to me and I am not sure I fully understand it. Any help
would be greatly appreciated.



Thanks,



Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM




 __20060125___This posting was submitted with HTML in
it___


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Re: Performance Issues

[Michael Worts]

Ankur,

You said that API shows a delay. Are you sure the API call is the one 
causing the problem or is it the SQL generated from the API call.  If you 
combine your API and SQL log files, by writing them to the same file, you 
will be able to see which one is giving you the problem. e.g. it may take 
the API 0.001 seconds to call the SQL, it may take 60 seconds for the SQL 
to run and then another 0.001 seconds to return the results to the API. If 
the SQL is taking a long time to run, you may want to extract the SQL 
statement and run an EXPLAIN PLAN to see if you are using indexes 
correctly (or at all!). If the delay is in the API, you could be looking 
at a network/connectivity problem between the AR Server and the database 
(are you running your database remotely?)

If you combine you API and SQL log files, you should be able to get a 
better understanding of what the API call is trying to do ... remember, 
one single API call (arCreateEntry) could generate multiple SQL statements 
and API's, so you need to make sure you understand what function you are 
testing in the application and what API and SQL is being executed. This 
will give you the big picture.

Thanks,

Mike.

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED]



Joe DeSouza <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

16/03/2007 11:59
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Performance Issues






** 
My guess is it might be one of these few things..
 
Memory leak on the current version/patch of the ARS you are on.. If this 
is the problem, in my experience with ARS 6.3 patch 19 is stable enough. 
Patch 20 reccommended though for the new DST update. However 20 is pretty 
new and though there are no known issues with memory leaks, there have 
been reported problems with the DST update itself.
 
Another reason could be data fragmentation on the disk. This could be 
rectified with an backup of the database after stopping the ARS. Delete 
the database and recreate it using the same original parameters and 
restore the database.
 
Another possible reason might be that there are certain searches happening 
on the current table whose record count is 700K. And the searches 
happening on this table is not using any defined indexes. You say it is a 
home grown application so it is very possible the developers who built it 
might have not defined the indexes required. You might need to see if your 
table is indexed properly. Look for all possible searches happening 
through qualifications used in 'set field if' actions of workflow, or 
qualifications used in table fields, qualifications used in search menus 
that might be defined and are used on this form, etc..
 
Hope this helps..
 
Joe D'Souza

 
- Original Message 
From: Ankur Gulati (GR/EIL) <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 7:15:38 AM
Subject: Performance Issues

** 
Hi Listers,
 
We have a home grown application with few integrations with external 
interfaces. Since last few weeks the application performance has depleted 
by 60%. Earlier it was 20% CPU utilization and now the remedy application 
takes 70-75% at any given time. The data would not be more than 700,000. 
Some times the external integrations would fail, restart of AR Server 
sometimes do help, but
again in 1 or 2 days it starts to suck all the system resources and takes 
70% utilization.

The system takes more than 4 mins to save a record and some times it takes 
lil more than that too, same is the case with the searches too.
SQL and API Log shows lot of delay. mainly APIs are having delay but I 
don't have much knowledge to interpret API log. I don't understand what 
has affected the application suddenly. As far as hardware goes...I don't 
know the exact specs but I am sure tht it is under utilized.

the System is ARS 6.0.1 on Solaris 9, database :Oracle 9i

we also noticed lot of inactive remedy sessions in the oracle. Any idea 
what are they? Can they affect the performance. There aren't many indexes 
but still the system was running fine till few weeks back.
I need help as from where should I start  looking at the probable 
performance issues and what all things I can tweak to improve it.

Incase you need more details, please do let me know.
Regards
Ankur

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Registered office: PO Box 41, North Harbour, Portsmouth, Hampshire PO6 3AU






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Re: Monitoring Remedy Servers and Services

[Michiel Beijen]

Kelly,

the risk of not really logging in to the Remedy mid-tier, only opening the
Login form on the mid-tier, is that you would not notice if the AR Server
itself would stop. If the arserverd process dies but the mid-tier is still
running, you would see the login page without a problem. You'd have to login
to find out whether or not the arserver is still responding. Logging in with
an account and a non-matching password, as mentioned earlier,  generates an
error message: but (at least using mid-tier v7/Tomcat) this would be the
ARERR [9388] Authentication Failed message. This message is the same as the
message you would get when the arserverd process is not running, so that is
not a very good check imo...

--
Met vriendelijke groet / Kind regards
Michiel Beijen
__
MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl
On 3/15/07, Hundley, Kelly G. <[EMAIL PROTECTED]> wrote:


**

We just switched over to Nagios as well.  I don't have it logging in and
out of the Midtier but I just have it hit the login page.  If it is down, it
pages.



 Kelly G. Hundley

Systems Administrator

Information Systems

Wake Forest University



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Kyle Whitley
Sent: Thursday, March 15, 2007 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Monitoring Remedy Servers and Services



Chris, we actually use Nagios as well, if you don't mind could you send

me the script off line.



Everyone thanks for all the suggestions.



Kyle



Perkins, Chris wrote:

> We use Nagios to perform Solaris service checks (ping, Disk Space, Work

> Load, etc) and I wrote a plugin for Nagios, a shell script that uses

> cURL to log in and out of the Midtier.  I'd be happy to share it if

> there is a call for it.

>

> Christopher Perkins

> Assoc. Systems Engineer

> Infrastructure & Operations

> Millennium Pharmaceuticals, Inc.

> 40 Landsdowne St

> Cambridge, MA 02139

> 617.444.1662

> www.millennium.com

>

> -Original Message-

> From: Action Request System discussion list(ARSList)

> [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley

> Sent: Wednesday, March 14, 2007 4:21 PM

> To: arslist@ARSLIST.ORG

> Subject: Monitoring Remedy Servers and Services

>

> Just wondering what everyone monitors for Remedy servers and services to

> determine if everything is up and running correctly.  Also what services

> are you looking at to determine up time, such as arserverd.  I think we

> should monitor the ARS, Midtier, and Email Engine, how does that

> translate into processes?

>

> Solaris

> Oracle

> ARS 6.3 and 7.x

> ITSM 6

>

> --

> Kyle Whitley

> IT System Support Professional

> Office of Information and Instructional Technology (OIIT) Board of

> Regents of the University System of Georgia

>

> 

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> the Answers Are"

>

>

>

> This e-mail, including any attachments, is a confidential business
communication, and may contain information that is confidential, proprietary
and/or privileged.  This e-mail is intended only for the individual(s) to
whom it is addressed, and may not be saved, copied, printed, disclosed or
used by anyone else.  If you are not the(an) intended recipient, please
immediately delete this e-mail from your computer system and notify the
sender.  Thank you.

>

>
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>

>



--

Kyle Whitley

IT System Support Professional

Office of Information and Instructional Technology (OIIT)

Board of Regents of the University System of Georgia




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Re: export of CTI's in 7?

[Michiel Beijen]

There are no OTB cti's in version 7, as far as I'm aware...
By the way, I've never considered the CTI's supplied with earlier ITSM
versions as anywhere near good; they were confusing.

--
Met vriendelijke groet / Kind regards
Michiel Beijen
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MANSOLUTIONS
Energieweg 60-62
3771 NA Barneveld
The Netherlands
Tel. +31-(0)612968592
Mail [EMAIL PROTECTED]
Internet http://bsm.mansolutions.nl

On 3/15/07, Covert, Jack <[EMAIL PROTECTED]> wrote:


** Can somebody who has 7 installed send me the OTB (or close to) CTI's
for operational and product categorization?

Thanks for your help...

Jack
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Web Service Newbie

[Nall, Roger]

Okay everyone please take it easy on me with this one. Here is my
configuration:

*   ARS 6.03 patch 16
*   WINDOWS 2003
*   SQL 2K
*   No mid-tier

 

We are creating a .NET help desk ticket application for our Engineering
group. Currently they use Remedy but due to some personal issues the
decision was made to move the Remedy application to a move advanced
platform. Please do not ask any questions as to why this decision was
made. My mother always told me if you can't say something nice about
someone don't say anything at all.

 

That being said we need to integrate Remedy with this new .NET system. I
need to be able to create tickets in the new system and they need to be
able to update my tickets as well as create tickets in Remedy. They have
developed a Web Service for me to use to create tickets in the new
system. As I understand it this will allow me to pass data to the new
system and receive their ticket number back.

 

We were originally going to user the .NET API to allow them to
update/create tickets in my system. It was suggested to me that maybe we
could use a Web Service created on the Remedy side instead of the API. I
have been looking at the documentation for creating a Web Service and
that has led me to this posting. 

 

My first question is how is this possible without using the Mid-Tier? As
I stated, this is new to me and I am not sure I fully understand it. Any
help would be greatly appreciated.

 

Thanks,

 

Roger A. Nall

Manager, OSSNMS Remedy

T-Mobile USA

Desk: 813-348-2556(New)

Cell: 973-652-6723

FAX: 813-348-2565

sf49fanv AIM IM

RogerNall   Yahoo IM

 

 


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Re: Diary Field Issue

[brian . bishop]

Jaya,

 

If the solution works for you bar the missing TR value, then force a commit
down to the database on form 1 before you do the set fields in form 2. You
can do this with an Application-Release-Pending command run before the push
fields (Phase 2) operation.

 

Alternatively do the submit to form 2 with an active link firing after
modify. Or if the entry in form 2 already exists then get an after modify
active link to "touch" the record to cause the set fields action to fire.

 

 

 

Brian Bishop

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: 16 March 2007 11:46
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field Issue

 

Hmm .. in that case I wonder if a direct SQL to update the diary field
contents would yield better results? Want to give that a shot?
 

Joe

 

- Original Message 
From: jaya munjal <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 3:14:38 AM
Subject: Re: Diary Field Issue

** 

Hi Joe

 

Thanks for your suggestion. I tried this, but the set field only gets the DB
Value and not the TR.Value of the dairy field, as the data is still not
updated in the database.

 

Secondly the issue comes with the value of Time stamp.

 

Please let me know if you have any other work around.

 

Many Thanks for your help

 

Regards

Jaya

Joe DeSouza <[EMAIL PROTECTED]> wrote:

 

Jaya,

 

Approach your problem from a slightly different angle... Instead of doing a
Push Field from the main form to form 2 which is working as designed by
copying only the TR value of the Diary field, do a Set Field filter on form
2, on 'Submit'. Set fields will copy the whole shebang TR + DB value...

 

Hope this helps.
 

Joe D'Souza

- Original Message 
From: jaya munjal <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, March 15, 2007 2:26:36 AM
Subject: Diary Field Issue

** 

Hi Listerner

 

I am facing a problem while working with Diary Fields. Below is the scenario
that I want to implement

 

When ever the status is set to Closed on Form 1, it pushes the data to Form
2. There is a work log field( Diary Field) that also needs to be pushed to
Form 2( Dairy Field).

 

Issue

As per design only current TR.Value of Diary field is being pushed. I
require the complete worklog to be pushed.

 

Any suggestions or workaround would highly be appreciated.

 

Thanks

Jaya

 

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Re: Performance Issues

[Joe DeSouza]

My guess is it might be one of these few things..

Memory leak on the current version/patch of the ARS you are on.. If this is the 
problem, in my experience with ARS 6.3 patch 19 is stable enough. Patch 20 
reccommended though for the new DST update. However 20 is pretty new and though 
there are no known issues with memory leaks, there have been reported problems 
with the DST update itself.

Another reason could be data fragmentation on the disk. This could be rectified 
with an backup of the database after stopping the ARS. Delete the database and 
recreate it using the same original parameters and restore the database.

Another possible reason might be that there are certain searches happening on 
the current table whose record count is 700K. And the searches happening on 
this table is not using any defined indexes. You say it is a home grown 
application so it is very possible the developers who built it might have not 
defined the indexes required. You might need to see if your table is indexed 
properly. Look for all possible searches happening through qualifications used 
in 'set field if' actions of workflow, or qualifications used in table fields, 
qualifications used in search menus that might be defined and are used on this 
form, etc..

Hope this helps..
 
Joe D'Souza


- Original Message 
From: Ankur Gulati (GR/EIL) <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 7:15:38 AM
Subject: Performance Issues

** 
Hi Listers,
 
We have a home grown application with few integrations with external 
interfaces. Since last few weeks the application performance has depleted by 
60%. Earlier it was 20% CPU utilization and now the remedy application takes 
70-75% at any given time. The data would not be more than 700,000. Some times 
the external integrations would fail, restart of AR Server sometimes do help, 
but
again in 1 or 2 days it starts to suck all the system resources and takes 70% 
utilization.

The system takes more than 4 mins to save a record and some times it takes lil 
more than that too, same is the case with the searches too.
SQL and API Log shows lot of delay. mainly APIs are having delay but I don't 
have much knowledge to interpret API log. I don't understand what has affected 
the application suddenly. As far as hardware goes...I don't know the exact 
specs but I am sure tht it is under utilized.

the System is ARS 6.0.1 on Solaris 9, database :Oracle 9i

we also noticed lot of inactive remedy sessions in the oracle. Any idea what 
are they? Can they affect the performance. There aren't many indexes but still 
the system was running fine till few weeks back.
I need help as from where should I start  looking at the probable performance 
issues and what all things I can tweak to improve it.

Incase you need more details, please do let me know.

Regards
Ankur


 

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Re: Diary Field Issue

[Joe DeSouza]

Hmm .. in that case I wonder if a direct SQL to update the diary field contents 
would yield better results? Want to give that a shot?
 
Joe



- Original Message 
From: jaya munjal <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Friday, March 16, 2007 3:14:38 AM
Subject: Re: Diary Field Issue

** 
Hi Joe
 
Thanks for your suggestion. I tried this, but the set field only gets the DB 
Value and not the TR.Value of the dairy field, as the data is still not updated 
in the database.
 
Secondly the issue comes with the value of Time stamp.
 
Please let me know if you have any other work around.
 
Many Thanks for your help
 
Regards
Jaya

Joe DeSouza <[EMAIL PROTECTED]> wrote:
 
Jaya,
 
Approach your problem from a slightly different angle... Instead of doing a 
Push Field from the main form to form 2 which is working as designed by copying 
only the TR value of the Diary field, do a Set Field filter on form 2, on 
'Submit'. Set fields will copy the whole shebang TR + DB value...
 
Hope this helps.
 
Joe D'Souza



- Original Message 
From: jaya munjal <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, March 15, 2007 2:26:36 AM
Subject: Diary Field Issue

** 
Hi Listerner
 
I am facing a problem while working with Diary Fields. Below is the scenario 
that I want to implement
 
When ever the status is set to Closed on Form 1, it pushes the data to Form 2. 
There is a work log field( Diary Field) that also needs to be pushed to Form 2( 
Dairy Field).
 
Issue
As per design only current TR.Value of Diary field is being pushed. I require 
the complete worklog to be pushed.
 
Any suggestions or workaround would highly be appreciated.
 
Thanks
Jaya


 

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Performance Issues

[Ankur Gulati (GR/EIL)]

Hi Listers,
 
We have a home grown application with few integrations with external
interfaces. Since last few weeks the application performance has
depleted by 60%. Earlier it was 20% CPU utilization and now the remedy
application takes 70-75% at any given time. The data would not be more
than 700,000. Some times the external integrations would fail, restart
of AR Server sometimes do help, but
again in 1 or 2 days it starts to suck all the system resources and
takes 70% utilization.

The system takes more than 4 mins to save a record and some times it
takes lil more than that too, same is the case with the searches too.
SQL and API Log shows lot of delay. mainly APIs are having delay but I
don't have much knowledge to interpret API log. I don't understand what
has affected the application suddenly. As far as hardware goes...I don't
know the exact specs but I am sure tht it is under utilized.

the System is ARS 6.0.1 on Solaris 9, database :Oracle 9i

we also noticed lot of inactive remedy sessions in the oracle. Any idea
what are they? Can they affect the performance. There aren't many
indexes but still the system was running fine till few weeks back.
I need help as from where should I start  looking at the probable
performance issues and what all things I can tweak to improve it.

Incase you need more details, please do let me know.

Regards
Ankur
 
 
 

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ARSWiki Updates

[Axton]

I reorganized the site content to make finding information a little
more manageable (hopfully).  Let me know what you think.
http://arswiki.org

The bugzilla app for BMC product defect tracking is up and running.
Waiting for those that expressed an interest to start submitting the
defects that are troubling them ;-)  I can tell you that there are
eyes at BMC watching this app and its content.  So if you are having
trouble and you are convinced that there is a defect in Remedy, please
consider submitting it here.
http://arswiki.org/bugs

A subversion repository with Trac and Bugzilla are available for
anyone out there interested in developing open source software related
to Remedy.
http://arswiki.org/projects

Kinetic Data is hosting a series of events in Australia to showcase
some of the products we know and something new.
http://arswiki.org/wiki/Current_events

Axton Grams

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