Re: URGENT - ITSM 7 performance issue - help needed

[Jose Manuel Viejo Lobato]

Before modify anything, I think you should patch the ARS server. There are a few
memory issues resolved with the patchs, maybe could resolve your problems.

Regards;

Jose Manuel Viejo Lobato
[EMAIL PROTECTED]
ViejoLobato S.L.


Mensaje citado por "ZHANG, ERIC L" <[EMAIL PROTECTED]>:

> I post this earlier today but don't see it on the list.  I am trying
> again.  I apologize if you already saw this.
>
> -Original Message-
> From: Eric Zhang [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, August 08, 2007 12:21 PM
> To: [EMAIL PROTECTED]
> Cc: ZHANG, ERIC L
> Subject: URGENT - ITSM 7 performance issue - help needed
>
> Hello, all.
>
> We have been struggling with ITSM 7 performance since it went live on
> 8/1.  The performance is getting worse and worse for all the operations:
>
> search, create, and update.  At the begging, it's the creating incident
> that took more that 40 seconds to complete.  Now it's all the
> operations,
> primarily on Incident.  The incident ticket update can take up to 3
> minutes now.  We opened a critical ticket to BMC support but so far we
> haven't received a solution that improves the performance.
>
> Our configurations:
>
> ARS 7.0.01 no patch on Solaris 9
> Database is Oracle 10gR2 on another Solaris 9 box
> Midtier is on Wintel 2003 IIS server (Only for requesters)
> ITSM (including Incident and Change) 7.0.02 patch 3
>
> I have been sending all kinds of loggings to BMC.  The first suggestion
> from BMC was to set Oracle-Cursor-Sharing to FORCES.  That didn't help.
>
> The other suggestion was to change a Veritas setting ("mincache=direct")
>
> on the database server.  But our DBA, UNIX. and Storage people all
> rejected the idea because 1) that fix is for bulk data import 2) they
> had
> very experienced with that setting, which produced high IO waits and
> worse
> overall daily performance.
>
> Thanks in advance for your help.
>
> Eric Zhang
> Sr. IT Consultant
> Entergy Services, Inc.
> (501) 377-5815
>
>
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>

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Re: Permissioning a group to a field on the Help Desk form in ITSM 7.X

[Lammey, Peter A.]

That was the way it worked I know with ARS 6.3 and it worked fine for
all ITSM 5.6 forms and fields but for some reason we cant get it to work
with the HPD:Help Desk form that came packaged with ITSM 7.X (maybe its
a system bug introduced by ITSM patch 005?).  It works fine if you
create a test Regular form and then try to permission a field on the
test Regular form to a group that has Group Type "Change" set.
 
Not sure if anyone else has ITSM 7.X patch 005 installed yet on their
environment but if they do, can you change a Support Group (any group
that in their system does not have it set) to Group Type "Change" and
then pick the group as having the permission to a field on HPD:Help
Desk?
 


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

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Wednesday, August 08, 2007 6:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Permissioning a group to a field on the Help Desk form in
ITSM 7.X


** This is normal a group has the have the Change type permission to be
visible when you want to select a group on a form or field.


-Original Message-
From: Lammey, Peter A. <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 8 Aug 2007 5:39 pm
Subject: Permissioning a group to a field on the Help Desk form in ITSM
7.X


** 
We are in the midst of developing customizations to the ITSM 7.X module
in our environment. 
We loaded all of the foundation data for the applications and we added
some fields to the "HPD:Help Desk" form. 
When we try to permission a Support group for the field we do not get
the field listed. 
For some reason when you create a new test form and you grant a group
"Change" type permission you can then permission a field on that custom
test form fine but for some reason the system will not let us select
that group in the HPD:Help Desk form.
I think it has something to do with the fact that the HPD:Help Desk form
is owned by the Incident Management Application but I have tried a
number of things from opening the Incident Management application in the
Admin tool but my attempts still fail to allow the Admin to permission a
field on Help Desk to the support group.
Has anyone else run into this problem? 
ARS 7.01 Patch 002 
ITSM Patch 005 
Application Server - Windows 2003 server 
Database server - Oracle 10gR2 
Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 
__20060125___This posting was submitted with HTML in
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from AOL at AOL.com  .

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Re: ARServer.exe crashing

[Heider, Stephen]

Hey Rogerio,

Did you find a solution for this?


Stephen


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Monday, July 30, 2007 10:39 AM
To: arslist@ARSLIST.ORG
Subject: RES: ARServer.exe crashing

I'll take a look on that.

Thanks,


Rogerio Bronzoni Aguiar
CMagnani


-Mensagem original-
De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Heider, Stephen
Enviada em: segunda-feira, 30 de julho de 2007 11:26
Para: arslist@ARSLIST.ORG
Assunto: Re: ARServer.exe crashing

Rogerio,

After googling this
http://www.google.com/search?q=0x0001bd02+ntdll.dll&btnG=Search (not
many matches)

I found one solution that might help 
http://www.svnforum.org/2017/viewtopic.php?p=9633&sid=a8dd34e057a8dd4f1c
8f7131a76a1bf0

"In the C:\WINDOWS\ServicePackFiles\i386 to change ntdll.dll for
ntdll.old"

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Monday, July 30, 2007 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARServer.exe crashing

Rogerio,

I understand. I wish I had a better answer for you.  Has Windows or SQL
been updated recently (ie. security patches, service packs)?

Stephen


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Monday, July 30, 2007 10:19 AM
To: arslist@ARSLIST.ORG
Subject: RES: ARServer.exe crashing

Stephen,

The fact that is not supported doesn't mean that doesn't work. We have
used this configuration since a long time and the error appeared
recently.

Thanks,


Rogerio Bronzoni Aguiar
CMagnani

-Mensagem original-
De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Heider, Stephen Enviada em:
segunda-feira, 30 de julho de 2007 11:10
Para: arslist@ARSLIST.ORG
Assunto: Re: ARServer.exe crashing

Rogerio,

It may be due to SQL Server 2005 not being supported with v5.1.2. 

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Monday, July 30, 2007 10:09 AM
To: arslist@ARSLIST.ORG
Subject: ARServer.exe crashing

Hi everyone,

Need some help. We are receiving this error randomly during the day:

"AR System Server Executable (SQL Server) encountered a problem and
needed to close"

Then I see this in event viewer:

" Faulting application arserver.exe, version 5.1.2.0, faulting module
ntdll.dll, version 5.2.3790.3959, fault address 0x0001bd02."

Anyone have seen this before or have any idea about?

Enviroment:

ARS 5.1.2 - Windows 2003 SP2 - SQL Server 2005

Thanks,


Rogerio Bronzoni Aguiar
CMagnani


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RES: ARServer.exe crashing

[Rogerio]

Not yet, Stephen!


Rogerio Bronzoni Aguiar

-Mensagem original-
De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Heider, Stephen
Enviada em: quinta-feira, 9 de agosto de 2007 08:53
Para: arslist@ARSLIST.ORG
Assunto: Re: ARServer.exe crashing

Hey Rogerio,

Did you find a solution for this?


Stephen


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Monday, July 30, 2007 10:39 AM
To: arslist@ARSLIST.ORG
Subject: RES: ARServer.exe crashing

I'll take a look on that.

Thanks,


Rogerio Bronzoni Aguiar
CMagnani


-Mensagem original-
De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Heider, Stephen
Enviada em: segunda-feira, 30 de julho de 2007 11:26
Para: arslist@ARSLIST.ORG
Assunto: Re: ARServer.exe crashing

Rogerio,

After googling this
http://www.google.com/search?q=0x0001bd02+ntdll.dll&btnG=Search (not
many matches)

I found one solution that might help 
http://www.svnforum.org/2017/viewtopic.php?p=9633&sid=a8dd34e057a8dd4f1c
8f7131a76a1bf0

"In the C:\WINDOWS\ServicePackFiles\i386 to change ntdll.dll for
ntdll.old"

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Monday, July 30, 2007 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARServer.exe crashing

Rogerio,

I understand. I wish I had a better answer for you.  Has Windows or SQL
been updated recently (ie. security patches, service packs)?

Stephen


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Monday, July 30, 2007 10:19 AM
To: arslist@ARSLIST.ORG
Subject: RES: ARServer.exe crashing

Stephen,

The fact that is not supported doesn't mean that doesn't work. We have
used this configuration since a long time and the error appeared
recently.

Thanks,


Rogerio Bronzoni Aguiar
CMagnani

-Mensagem original-
De: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Em nome de Heider, Stephen Enviada em:
segunda-feira, 30 de julho de 2007 11:10
Para: arslist@ARSLIST.ORG
Assunto: Re: ARServer.exe crashing

Rogerio,

It may be due to SQL Server 2005 not being supported with v5.1.2. 

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rogerio
Sent: Monday, July 30, 2007 10:09 AM
To: arslist@ARSLIST.ORG
Subject: ARServer.exe crashing

Hi everyone,

Need some help. We are receiving this error randomly during the day:

"AR System Server Executable (SQL Server) encountered a problem and
needed to close"

Then I see this in event viewer:

" Faulting application arserver.exe, version 5.1.2.0, faulting module
ntdll.dll, version 5.2.3790.3959, fault address 0x0001bd02."

Anyone have seen this before or have any idea about?

Enviroment:

ARS 5.1.2 - Windows 2003 SP2 - SQL Server 2005

Thanks,


Rogerio Bronzoni Aguiar
CMagnani


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Re: URGENT - ITSM 7 performance issue - help needed

[John Cahill]

Have there been any configuration settings placed directly in the database,
for example, Case Insensitive.  The setting Oracle provides, unfortunately,
ignores all Remedy indexes.  This will result in very poor performance.

John Cahill
Regional Engineering Manager
Column Technologies, Inc.
email: [EMAIL PROTECTED]
cell: (513) 314-9922
www.columnit.com
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ZHANG, ERIC L
Sent: Thursday, August 09, 2007 12:26 AM
To: arslist@ARSLIST.ORG
Subject: URGENT - ITSM 7 performance issue - help needed

I post this earlier today but don't see it on the list.  I am trying
again.  I apologize if you already saw this.

-Original Message-
From: Eric Zhang [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, August 08, 2007 12:21 PM
To: [EMAIL PROTECTED]
Cc: ZHANG, ERIC L
Subject: URGENT - ITSM 7 performance issue - help needed

Hello, all.

We have been struggling with ITSM 7 performance since it went live on 
8/1.  The performance is getting worse and worse for all the operations:

search, create, and update.  At the begging, it's the creating incident 
that took more that 40 seconds to complete.  Now it's all the
operations, 
primarily on Incident.  The incident ticket update can take up to 3 
minutes now.  We opened a critical ticket to BMC support but so far we 
haven't received a solution that improves the performance.

Our configurations:

ARS 7.0.01 no patch on Solaris 9
Database is Oracle 10gR2 on another Solaris 9 box 
Midtier is on Wintel 2003 IIS server (Only for requesters)
ITSM (including Incident and Change) 7.0.02 patch 3

I have been sending all kinds of loggings to BMC.  The first suggestion 
from BMC was to set Oracle-Cursor-Sharing to FORCES.  That didn't help.

The other suggestion was to change a Veritas setting ("mincache=direct")

on the database server.  But our DBA, UNIX. and Storage people all 
rejected the idea because 1) that fix is for bulk data import 2) they
had 
very experienced with that setting, which produced high IO waits and
worse 
overall daily performance.

Thanks in advance for your help.

Eric Zhang
Sr. IT Consultant
Entergy Services, Inc.
(501) 377-5815


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Re: Crystal Report Question

[Dwayne Martin]

Another option: Have a control panel that launches the report, into which you 
enter your variables.  Then base your report on a join between the control 
panel and the form the report is really about.  This control panel has a single 
record.  In addition to the input fields it also has a button that calls an 
active link.  The link first saves the record, which puts the variables into 
the database, then displays the report.

Dwayne Martin
James Madison University

 Original message 
>Date: Wed, 8 Aug 2007 13:35:47 -0700
>From: "Pargeter, Christie" <[EMAIL PROTECTED]>  
>Subject: Re: Crystal Report Question  
>To: arslist@ARSLIST.ORG
>
>   **
>   When you do a open window of a report you can type
>   in the qualifications you would like the report to
>   use.
>
> 
>
>   From: Action Request System discussion list(ARSList)
>   [mailto:[EMAIL PROTECTED] On Behalf Of Welton
>   Bryant
>   Sent: Wednesday, August 08, 2007 12:22 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Crystal Report Question
>   **
>   Hello,
>
>   Is there a way to pass a variable to a crystal
>   report from an active link? If so could someone give
>   me an example. Thanks
>
>
>
>   Welton Bryant MCSE,MCP   
>   Sr. Business Applications Analyst
>   CareTech Solutions Inc.  
>   248-823-0341 Office  
>   313-408-5188 Cell
>   800-428-4781 Pager   
>   [EMAIL PROTECTED] 
>   www.caretechsolutions.com
>
>
>   __20060125___This posting was
>   submitted with HTML in it___
>   __20060125___This posting was
>   submitted with HTML in it___

Dwayne Martin
Computing Support
James Madison University

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Default Product and Operational CTI's

[joaoevora]

Hi All,

Does anyone have the default CTI's for Product and Operational
catergorisation that come out the box in Remedy 7, in an csv format or Excel
document?

Would really appreciate it if you could email [EMAIL PROTECTED] the
file to me.

Thanks
-- 
View this message in context: 
http://www.nabble.com/Default-Product-and-Operational-CTI%27s-tf4242327.html#a12071554
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Remedy User Group in Ohio?

[Sullivan, Neil G CTR USAF AFRL/SNOD]

Josh,
 
To my understanding, there is no active Ohio RUG.
 
Neil "Sully" Sullivan 
Remedy Developer/Administrator 
AFRL/SNOD 
Wright Patterson AFB, OH 45433 
937-904-9788 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kitchen, Joshua T
Sent: Wednesday, August 08, 2007 7:39 AM
To: arslist@ARSLIST.ORG
Subject: Remedy User Group in Ohio?


** 
Is there a Remedy User Group in Ohio?  If so what are the details to
becoming a member, if there is not, would someone entertain starting
this up and having Kforce as a sponsor?
 
Thanks!
 
Joshua Kitchen
Information Technology Recruiter
Kforce Professional Staffing 
Two Prestige Place (Suite 350) 
Miamisburg, OH 45342
937.449.1749 Office  
937.461.6888 Fax 
937.416.3456 Cell
Great People = Great Results
 
   

Please don't keep me a secret... a referral is the best compliment I can
receive. 
 
__20060125___This posting was submitted with HTML in
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<>

Re: URGENT - ITSM 7 performance issue - help needed

[Pierson, Shawn]

Turn on your SQL logging and try running the SQL that is generated in
Toad (just select statements, not updates or inserts.)  In the past I've
found that there can be table scans that are major performance hits that
way.  The resolution ends up being adding more indexes or changing the
criteria Set Fields workflow uses.  If you find a SQL statement that
takes too long to run, pass it on to your DBA and they should be able to
do more troubleshooting to see why it is doing so and what can be done
about it.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ZHANG, ERIC L
Sent: Wednesday, August 08, 2007 11:26 PM
To: arslist@ARSLIST.ORG
Subject: URGENT - ITSM 7 performance issue - help needed


I post this earlier today but don't see it on the list.  I am trying
again.  I apologize if you already saw this.

-Original Message-
From: Eric Zhang [mailto:[EMAIL PROTECTED]
Sent: Wednesday, August 08, 2007 12:21 PM
To: [EMAIL PROTECTED]
Cc: ZHANG, ERIC L
Subject: URGENT - ITSM 7 performance issue - help needed

Hello, all.

We have been struggling with ITSM 7 performance since it went live on
8/1.  The performance is getting worse and worse for all the operations:

search, create, and update.  At the begging, it's the creating incident
that took more that 40 seconds to complete.  Now it's all the
operations,
primarily on Incident.  The incident ticket update can take up to 3
minutes now.  We opened a critical ticket to BMC support but so far we
haven't received a solution that improves the performance.

Our configurations:

ARS 7.0.01 no patch on Solaris 9
Database is Oracle 10gR2 on another Solaris 9 box
Midtier is on Wintel 2003 IIS server (Only for requesters)
ITSM (including Incident and Change) 7.0.02 patch 3

I have been sending all kinds of loggings to BMC.  The first suggestion
from BMC was to set Oracle-Cursor-Sharing to FORCES.  That didn't help.

The other suggestion was to change a Veritas setting ("mincache=direct")

on the database server.  But our DBA, UNIX. and Storage people all
rejected the idea because 1) that fix is for bulk data import 2) they
had
very experienced with that setting, which produced high IO waits and
worse
overall daily performance.

Thanks in advance for your help.

Eric Zhang
Sr. IT Consultant
Entergy Services, Inc.
(501) 377-5815


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

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Re: Cant find cache for form

[Dwayne Martin]

I finally got my database resynchronized.

When I look at Related Workflow for the Delete button, everything looks 
correct.  I see the newly-created link, and the link that I changed the name of 
appears with the new name.

But when I delete an entry, the newly-created link does not appear in the log, 
and the link that I changed the name of still has the old name.  It looks like 
it is still getting cached somewhere, but I can't figure out where.  (I was 
hoping that this problem would mysteriously disappear during the nite.)

Dwayne Martin

 Original message 
>Date: Wed, 8 Aug 2007 11:39:06 -0400
>From: "Reiser, John J" <[EMAIL PROTECTED]>  
>Subject: Re: Cant find cache for form  
>To: arslist@ARSLIST.ORG
>
>Dwayne,
>
>The Related Workflow entries are pulled from the "search database" forms
>in the ARSystem.
>The most annoying "Doh!" is when I change the name of a  workflow object
>and then try to open it( seeing the old name) from the Field properties
>only to be greeted by "That . . . does not exist" error.
>Resync the Search Database ( off hours, of course) and lo and behold we
>have a new bit of workflow to track. 
>
>
>John J. Reiser
>Software Development Analyst
>Remedy Administrator/Developer
>Lockheed Martin - MS2
>The star that burns twice as bright burns half as long.
>Pay close attention and be illuminated by its brilliance. - paraphrased
>by me 
> 
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
>Sent: Wednesday, August 08, 2007 11:02 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Cant find cache for form
>
>John,
>
>At your suggestion I am running the Sync right now.  Maybe I will see
>something new.
>
>But the active link is based on the same form as all the others, and it
>executes on the same button, and it hasn't been disabled.  How can it
>not be part of the related workflow?
>
>Dwayne
>
> Original message 
>>Date: Wed, 8 Aug 2007 10:57:14 -0400
>>From: "Reiser, John J" <[EMAIL PROTECTED]>
>>Subject: Re: Cant find cache for form
>>To: arslist@ARSLIST.ORG
>>
>>Dwayne,
>>
>>Did you do a "Sync Search Database" from the admin tool?
>>That is the only way I know of to find the related workflow to an 
>>object.
>>
>>
>>John J. Reiser
>>Software Development Analyst
>>Remedy Administrator/Developer
>>Lockheed Martin - MS2
>>The star that burns twice as bright burns half as long.
>>Pay close attention and be illuminated by its brilliance. - paraphrased
>
>>by me
>> 
>>
>>-Original Message-
>>From: Action Request System discussion list(ARSList) 
>>[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
>>Sent: Wednesday, August 08, 2007 10:46 AM
>>To: arslist@ARSLIST.ORG
>>Subject: Cant find cache for form
>>
>>Hello Everyone,
>>
>>I have a series of active links that fire from a button.  But one of 
>>the new links doesn't show up in the workflow log.  I tried changing 
>>the name of one of the links that does appear, but the name stays the 
>>same in the log.  So it must be a caching problem.
>>
>>The form name is "IT:Authorization".  I look in "...\AR System\HOME" 
>>and see folders like "GNXCallE", and they have been modified recently, 
>>but nothing that starts with "IT".  I searched my C drive "ITX" but 
>>found nothing. I deleted what cache folders I did find, but my new link
>
>>still doesn't fire, and the name change still doesn't show up in the
>work log.
>>
>>Is there some place else other than "\AR System\HOME" where this form 
>>might be getting cached?
>>
>>Is there another explanation for what I am seeing other than caching?
>>
>>(ARS 7.01 patch 1, Linux server, Oracle 10.2 db)
>>
>>Dwayne Martin
>>Computing Support
>>James Madison University
>>
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>Dwayne Martin
>Computing Support
>James Madison University
>
>
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Re: HelpDesk escalations

[Lateralus]

I figured out what was causing the exceptions (even though it is a little
disappointing).  The notification that I had configured was hitting on many,
MANY records on the helpdesk form and attempting to send an email for each.
It think the underlying mail daemon was simply being hammered too hard?

Either way,  I've made the modifications and isolated the individual records
I'm concerned with and I now have my *first ever* active link, filter, and
escalation working.

I wouldn't have been able to do it without this list.  Thanks everyone!

Scott Olsen.

On 8/8/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
>
> Welcome to 7.0
>
> :P
>
>
> --
> Tony Worthington
> [EMAIL PROTECTED]
> 262-703-5911
>
>
>
> Lateralus <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 08/08/2007 12:26 PM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Re: HelpDesk escalations
>
>
>
>
>
>
> ** WTF...
>
> I've tried configuring a fairly straightforward notification using the
> email method, and now it's actually *crashing* the server process?!?
> Ummm... it CAN'T really be this finicky... CAN IT?
>
> Wed Aug 08 13:49:45 2007  390603 : AR System server terminated when a
> signal/exception was received by the server (ARNOTE 20)
> Wed Aug 08 13:49:45 2007 0xc005
> Wed Aug 08 13:49:45 2007  390603 : AR System server terminated -- fatal
> error encountered (ARNOTE 21)
> Wed Aug 08 13:49:46 2007  390603 : AR System server terminated when a
> signal/exception was received by the server (ARNOTE 20)
> Wed Aug 08 13:49:46 2007
>Timestamp: Wed Aug 08 2007 13:49:47.2030
>Thread Id: 3328
>Version: 7.0.01 patch 001  20070654 Jan 11 2007 20:15:38
>ServerName: VM-RMDYSANDBOX
>Database: SQL -- SQL Server
>Hardware: Intel Pentium
>OS: Windows NT 5.2
>RPC Id: 385
>RPC Call: 10003
>RPC Queue: 390603
>Protocol Version: 0
>Client IP Address:
>Form: HPD:Help Desk
>Logging On: Alert API Escalation SQL User Thread
>Code: c005
>Operation: read
>Access Addr: 0x0
>Stack Begin:
>   Addr: 006E3FFD
>   Addr: 0001
>Stack End
>
> has *anyone* had anything similar happen?
>
> I don't know where I would turn without this list.
>
> Thanks.
>
> On 8/7/07, Roger Justice <[EMAIL PROTECTED]> wrote:
> ** The request ID and the Incident ID are created differently in ITSM 7
> and can be different numbers. If you are not sending a URL use the
> Incident ID if you are sending a URL you will need to include the Request
> ID.
>
>
>
> -Original Message-
> From: Lateralus <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Tue, 7 Aug 2007 3:42 pm
> Subject: HelpDesk escalations
>
> ** Hi Everyone,
>
> I'm new to the list, and a have a quick (and probably stupid) question:
>
> I've attempted to create a simple escalation for the Helpdesk form that
> sends a notification whenever the Estimated Resolution Date is blown.  I
> believe I've got it working, but when the alert goes out... the Request ID
> doesn't actually match the Incident ID?  Can anyone help me understand the
> difference here?  What am I missing?  I don't see any relation within the
> Incident to the  Request ID listed on the alert.
>
> Thanks,
>
> Scott Olsen
>
>
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> __20060125___This posting was submitted with HTML in
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>
> CONFIDENTIALITY NOTICE:
> This is a transmission from Kohl's Department Stores, Inc.
> and may contain information which is confidential and proprietary.
> If you are not the addressee, any disclosure, copying or distribution or
> use of the contents of this message is expressly prohibited.
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Re: Permissioning a group to a field on the Help Desk form in ITSM 7.X

[David Sanders]

Hi Peter

 

Isn't ITSM 7 a series of deployable applications?  I haven't worked much
with deployable apps, but I think the way permissions are set up is
different.  Take a look at the Form-App-Objects guide and look up the
information about deployable applications and permissions.

 

Roles and deployable applications

When assigning permissions for deployable applications, roles are used

instead of groups

 

I haven't had to do this, but I think you need to create a new Role linked
to the appropriate Application (in the Roles form), map permission groups to
your Roles, then you can add this Role on the permissions tab to the objects
you want.

 

HTH

 

David Sanders

Remedy Solution Architect

Enterprise Service Suite @ Work

==

ARS List Award Winner 2005

Best 3rd party Remedy Application

 

See the
 ESS
Concepts Guide

 

tel +44 1494 468980

mobile +44 7710 377761

email [EMAIL PROTECTED]

 

web http://www.westoverconsulting.co.uk
 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Thursday, August 09, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Permissioning a group to a field on the Help Desk form in ITSM
7.X

 

That was the way it worked I know with ARS 6.3 and it worked fine for all
ITSM 5.6 forms and fields but for some reason we cant get it to work with
the HPD:Help Desk form that came packaged with ITSM 7.X (maybe its a system
bug introduced by ITSM patch 005?).  It works fine if you create a test
Regular form and then try to permission a field on the test Regular form to
a group that has Group Type "Change" set.

 

Not sure if anyone else has ITSM 7.X patch 005 installed yet on their
environment but if they do, can you change a Support Group (any group that
in their system does not have it set) to Group Type "Change" and then pick
the group as having the permission to a field on HPD:Help Desk?

 

 

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

 

 

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ITSM7 CIViewer Problem

[Axton]

Anyone seen this?  Using Tomcat; this is in the catalina.out log.  I
would have figured this was included in the CIViewer install.  This is
written each time I attempt to use the ci viewer from within Remedy
user.

Thanks,
Axton

*** No valid license found for ILOG JViews Diagrammer 6.5.
*** Reason: Application 'BMC Atrium CMDB and BMC Change Managemen':
File 'keys.jlm' not found.
***
*** keys.jlm could not be found by the following ClassLoader:
***WebappClassLoader
***  delegate: false
***  repositories:
***/WEB-INF/classes/
***--> Parent Classloader:
***[EMAIL PROTECTED]
License Check Failure
No valid license found for ILOG JViews Diagrammer 6.5.
Reason: Application 'BMC Atrium CMDB and BMC Change Managemen': File
'keys.jlm' not found.

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New version release date

[Moore, Chris]

Hi-

 

Anyone know what the release date for the new version is?  I know it's
supposed to be this month sometime, but I looked around on the site, and
couldn't find anything about it.

 

Thanks!


Chris Moore


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Re: Cant find cache for form

[Reiser, John J]

Dwayne,

I am at a loss as to your problem.
Are the permissions for the active link correct?
Are you sure the AL is tied to that button?
You mentioned a Delete. Is it possible that there is no record for the
new AL to work against? Are you getting any errors during the process?
Is there a Run If condition in your new active link that a preceding AL
is causing to fail?

Did you log out and log back into the WUT so as to refresh the user
connection? I ask this because you said the Al with the changed name
still shows up in the workflow.log file with the old name.


John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Thursday, August 09, 2007 9:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Cant find cache for form

I finally got my database resynchronized.

When I look at Related Workflow for the Delete button, everything looks
correct.  I see the newly-created link, and the link that I changed the
name of appears with the new name.

But when I delete an entry, the newly-created link does not appear in
the log, and the link that I changed the name of still has the old name.
It looks like it is still getting cached somewhere, but I can't figure
out where.  (I was hoping that this problem would mysteriously disappear
during the nite.)

Dwayne Martin

 Original message 
>Date: Wed, 8 Aug 2007 11:39:06 -0400
>From: "Reiser, John J" <[EMAIL PROTECTED]>
>Subject: Re: Cant find cache for form
>To: arslist@ARSLIST.ORG
>
>Dwayne,
>
>The Related Workflow entries are pulled from the "search database" 
>forms in the ARSystem.
>The most annoying "Doh!" is when I change the name of a  workflow 
>object and then try to open it( seeing the old name) from the Field 
>properties only to be greeted by "That . . . does not exist" error.
>Resync the Search Database ( off hours, of course) and lo and behold we

>have a new bit of workflow to track.
>
>
>John J. Reiser
>Software Development Analyst
>Remedy Administrator/Developer
>Lockheed Martin - MS2
>The star that burns twice as bright burns half as long.
>Pay close attention and be illuminated by its brilliance. - paraphrased

>by me
> 
>
>-Original Message-
>From: Action Request System discussion list(ARSList) 
>[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
>Sent: Wednesday, August 08, 2007 11:02 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Cant find cache for form
>
>John,
>
>At your suggestion I am running the Sync right now.  Maybe I will see 
>something new.
>
>But the active link is based on the same form as all the others, and it

>executes on the same button, and it hasn't been disabled.  How can it 
>not be part of the related workflow?
>
>Dwayne
>
> Original message 
>>Date: Wed, 8 Aug 2007 10:57:14 -0400
>>From: "Reiser, John J" <[EMAIL PROTECTED]>
>>Subject: Re: Cant find cache for form
>>To: arslist@ARSLIST.ORG
>>
>>Dwayne,
>>
>>Did you do a "Sync Search Database" from the admin tool?
>>That is the only way I know of to find the related workflow to an 
>>object.
>>
>>
>>John J. Reiser
>>Software Development Analyst
>>Remedy Administrator/Developer
>>Lockheed Martin - MS2
>>The star that burns twice as bright burns half as long.
>>Pay close attention and be illuminated by its brilliance. - 
>>paraphrased
>
>>by me
>> 
>>
>>-Original Message-
>>From: Action Request System discussion list(ARSList) 
>>[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
>>Sent: Wednesday, August 08, 2007 10:46 AM
>>To: arslist@ARSLIST.ORG
>>Subject: Cant find cache for form
>>
>>Hello Everyone,
>>
>>I have a series of active links that fire from a button.  But one of 
>>the new links doesn't show up in the workflow log.  I tried changing 
>>the name of one of the links that does appear, but the name stays the 
>>same in the log.  So it must be a caching problem.
>>
>>The form name is "IT:Authorization".  I look in "...\AR System\HOME" 
>>and see folders like "GNXCallE", and they have been modified recently,

>>but nothing that starts with "IT".  I searched my C drive "ITX" but 
>>found nothing. I deleted what cache folders I did find, but my new 
>>link
>
>>still doesn't fire, and the name change still doesn't show up in the
>work log.
>>
>>Is there some place else other than "\AR System\HOME" where this form 
>>might be getting cached?
>>
>>Is there another explanation for what I am seeing other than caching?
>>
>>(ARS 7.01 patch 1, Linux server, Oracle 10.2 db)
>>
>>Dwayne Martin
>>Computing Support
>>James Madison University
>>
>>__
>>_
>>_
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Re: .NET and ARAPI 7.X

[Scott Glass]

Daniel,

  Just substitute "x" for the drive you wish to install the libraries
on.   For example, my pc is "C:\lib", we store it on "E:\lib" on our
servers.

 

You can name is anything you want really, I just like to keep it simple.
The important thing is that it's in your system path.

 

Scott

 

From: "Action Request System discussion list(ARSList)"

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Looking For a Remedy Position

[Elmer Gentry]

All,
 
I have eight years of Remedy development/administration experience on
Windows and UNIX, looking for a fulltime or remote type position.
Traveling a little, once a week out of the month is an option but I am
not looking to relocate or constant travel.  I'm currently in North
Carolina, USA
 
If any one has any leads please let me know.
 
Thanks  
 
_
Elmo Gentry
Remedy Engineer
 
 

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Re: Looking For a Remedy Position

[Anuradha Mandala]

Morning Elmo,

 

I have a full time position in SFO. If you are interested Please email
me your resume and contact details.

 

My contact details are below.

 

Thx,

Anu Mandala
Manager of Applications & Support
Yipes Enterprise Services, Inc.
Office: 415-901-2096
Cell: 415-265-0650
Fax: 415-677-4490
[EMAIL PROTECTED]
www.yipes.com  
 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elmer Gentry
Sent: Thursday, August 09, 2007 7:42 AM
To: arslist@ARSLIST.ORG
Subject: Looking For a Remedy Position

 

All,

 

I have eight years of Remedy development/administration experience on
Windows and UNIX, looking for a fulltime or remote type position.
Traveling a little, once a week out of the month is an option but I am
not looking to relocate or constant travel.  I'm currently in North
Carolina, USA

 

If any one has any leads please let me know.

 

Thanks  

 

_

Elmo Gentry

Remedy Engineer

 

 

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<>

Re: Searching for Stephan Nerlich

[L. J. Head]

Sorry...I might not have been clear enough.  I have a copy of the latest
version...I'm just concerned about where Stephan is. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng
Sent: Wednesday, August 08, 2007 10:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching for Stephan Nerlich

You can find the ARInside tool here:
http://www.mattreinfeldt.com/site/component/option,com_docman/task,cat_view/
gid,35/Itemid,28/

--
Jarl

On 8/9/07, L. J. Head <[EMAIL PROTECTED]> wrote:
> **
>
> I just tried to go to http://system.devdor.net/ to check on the latest 
> version of ARInside and the site is down.  So I sent him an email and 
> it bounced...does anyone have any information on him and his tools?
> __20060125___This posting was submitted with HTML 
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Re: New version release date

[Grooms, Frederick W]

Is it time for another great ARSList "Guess the release date" contest?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, August 09, 2007 9:17 AM
To: arslist@ARSLIST.ORG
Subject: New version release date



Hi-

 

Anyone know what the release date for the new version is?  I know it's
supposed to be this month sometime, but I looked around on the site, and
couldn't find anything about it.

 

Thanks!


Chris Moore

 
  

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Re: New version release date

[Rick Cook]

My vote is "Later than we want it, but sooner than it should be", but then
that's always my vote.  ;)

Rick

On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
>
> ** Is it time for another great ARSList "Guess the release date" contest?
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Moore, Chris
> *Sent:* Thursday, August 09, 2007 9:17 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* New version release date
>
>
>
> Hi-
>
> Anyone know what the release date for the new version is?  I know it's
> supposed to be this month sometime, but I looked around on the site, and
> couldn't find anything about it.
>
> Thanks!
>
>
> Chris Moore
>

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Re: Licenses not applying through people form RESOLVED

[Gayford, Matthew C.]

That was it Roger. Thanks for your help on this!

 

The filter CTM:PPG:Add_100_ChkLicenseFixed was incorrectly counting the number 
of fixed licenses in use.

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Roger Justice
Sent: Tuesday, August 07, 2007 5:17 PM
To: arslist@ARSLIST.ORG
Subject: ?*? Re: Licenses not applying through people form

 

** There was a error on a filter that counts licenses. Capture a log and review 
the filters that check for fixed licenses and you will see the qualification is 
not including fixed as it should.


-Original Message-
From: Gayford, Matthew C. <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 7 Aug 2007 3:54 pm
Subject: Licenses not applying through people form

** 

I’m just wondering if anyone has had a similar problem-

 

When I try to assign fixed Incident Management licenses via the people form, I 
get an error that says “Unable to assign Fixed license. All Fixed licenses (8) 
for ‘Incident Mgmt/Service Desk’ have been assigned.” 

 

However, if I go to the user form and add BMC:Incident Mgmt User Fixed to the 
application license field, it works fine and I get the note that “the following 
application fixed licenses have been granted BMC:Incident Mgmt 5/8.” 

 

It seems like the people form isn’t seeing that we have licenses available. Has 
anyone seen this before?

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

 

-Matt

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

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7.0.1 Client - setting sort order

[Shellman, David]

We just had a user contact us about an issue with setting Sort Order on
the 7.0.1 Patch 002 desktop client.  On the menu bar go to Actions ->
Sort Options and set a new sort order.  Click OK and it generates an
ARERR [361] An unqualified search was issued error.  It seems to
actually keep the new Sort Order, just generates the ARERR 361 message.

I confirmed that Patch 003 has the same behavior.

Dave 

Dave Shellman

Phone:  (717) 810-3687
Fax:(717) 810-2124
email:  [EMAIL PROTECTED]

Tyco Electronics
MS 161-043
PO Box 3608
Harrisburg, PA 17105-3607


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Re: Licenses not applying through people form RESOLVED

[strauss]

What patch level of the app has _this_ bug still in it?
 
Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/ 
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Thursday, August 09, 2007 10:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Licenses not applying through people form RESOLVED



That was it Roger. Thanks for your help on this!

 

The filter CTM:PPG:Add_100_ChkLicenseFixed was incorrectly counting the
number of fixed licenses in use.

 

-Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Tuesday, August 07, 2007 5:17 PM
To: arslist@ARSLIST.ORG
Subject: ?*? Re: Licenses not applying through people form

 

** There was a error on a filter that counts licenses. Capture a log and
review the filters that check for fixed licenses and you will see the
qualification is not including fixed as it should.


-Original Message-
From: Gayford, Matthew C. <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tue, 7 Aug 2007 3:54 pm
Subject: Licenses not applying through people form

** 

I'm just wondering if anyone has had a similar problem-

 

When I try to assign fixed Incident Management licenses via the people
form, I get an error that says "Unable to assign Fixed license. All
Fixed licenses (8) for 'Incident Mgmt/Service Desk' have been assigned."


 

However, if I go to the user form and add BMC:Incident Mgmt User Fixed
to the application license field, it works fine and I get the note that
"the following application fixed licenses have been granted BMC:Incident
Mgmt 5/8." 

 

It seems like the people form isn't seeing that we have licenses
available. Has anyone seen this before?

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

 

-Matt

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

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Re: ITSM7 CIViewer Problem

[Tony Worthington]

I just noticed somethig similar yesterday.

This is from stdout.

* ILOG JViews Diagrammer version 6.5 is in use.
** Licensed for deploying application 'BMC Atrium CMDB and BMC
** Change Managemen'.
** This license does not cover development.  You are required to
** purchase a development license if you want to develop
** software using this product.

I don't see the file not found/classloader error though.
-- 
Tony Worthington
[EMAIL PROTECTED]
262-703-5911



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

08/09/2007 09:00 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
ITSM7 CIViewer Problem






Anyone seen this?  Using Tomcat; this is in the catalina.out log.  I
would have figured this was included in the CIViewer install.  This is
written each time I attempt to use the ci viewer from within Remedy
user.

Thanks,
Axton

*** No valid license found for ILOG JViews Diagrammer 6.5.
*** Reason: Application 'BMC Atrium CMDB and BMC Change Managemen':
File 'keys.jlm' not found.
***
*** keys.jlm could not be found by the following ClassLoader:
***WebappClassLoader
***  delegate: false
***  repositories:
***/WEB-INF/classes/
***--> Parent Classloader:
***[EMAIL PROTECTED]
License Check Failure
No valid license found for ILOG JViews Diagrammer 6.5.
Reason: Application 'BMC Atrium CMDB and BMC Change Managemen': File
'keys.jlm' not found.

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

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

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7.0.1 client and Office issue - only in Hungary

[Shellman, David]

We are having an issue with the 7.0.1 client on systems in Hungary.  It
seems that after the install, the individual can not open Office
documents.  Log in as a different individual opening documents is not an
issue.

It's an issue with 7.0.1 Patch 002 client, OS:XP SP2 latest patches and
Office: 2003 (11.8118.8132).  The OS is using Hungarian regional
settings.  The 7.0.1 client install is in English.

We were not able to duplicate the issue with individuals in Germany,
Holland, Belgium, or Czech Republic.

Anyone seen this kind of issue before or have any idea how to get Office
working again?

Thanks,
Dave

Dave Shellman

Phone:  (717) 810-3687
Fax:(717) 810-2124
email:  [EMAIL PROTECTED]

Tyco Electronics
MS 161-043
PO Box 3608
Harrisburg, PA 17105-3607


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Re: 7.0.1 client and Office issue - only in Hungary

[Grooms, Frederick W]

If they can open one of the office programs try using the Detect and
Repair option under Help



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, August 09, 2007 10:50 AM
To: arslist@ARSLIST.ORG
Subject: 7.0.1 client and Office issue - only in Hungary


** 

We are having an issue with the 7.0.1 client on systems in Hungary.  It
seems that after the install, the individual can not open Office
documents.  Log in as a different individual opening documents is not an
issue.

It's an issue with 7.0.1 Patch 002 client, OS:XP SP2 latest patches and
Office: 2003 (11.8118.8132).  The OS is using Hungarian regional
settings.  The 7.0.1 client install is in English.

We were not able to duplicate the issue with individuals in Germany,
Holland, Belgium, or Czech Republic. 

Anyone seen this kind of issue before or have any idea how to get Office
working again? 

Thanks, 
Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

 
 

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Re: 7.0.1 client and Office issue - only in Hungary

[Shellman, David]

Yep.  We were aware of this issue which is why we delayed rolling out
the 7.0.1 client.   The issue we are seeing is not the same.  This one
is related to the 7.0.1 unpatched client and uninstall.
 
The issue we are seeing is that opening Office documents is not working
after the install and it's only associated with the user that installed
the client.
 
Dave



From: Chapman, Colin [mailto:[EMAIL PROTECTED] 
Sent: Thursday, August 09, 2007 11:56 AM
To: Shellman, David
Subject: FW: 7.0.1 client and Office issue - only in Hungary


Dave, there is a note about an Office prob on the BMC support site under
product documentation.
One of our users was having an Office issue, so I downloaded the pdf,
see attached.
I don't know if it will help you.
 
Colin 

 

Colin Chapman

Dept. of Integrated Enterprise Solutions

Information Technology Systems Division

University of North Carolina Wilmington

601 South College Rd.

Wilmington, NC 28403-5908 

Phone: 910-962-7356

Fax: 910-962-4067

Email: [EMAIL PROTECTED]

 
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, August 09, 2007 11:50 AM
To: arslist@ARSLIST.ORG
Subject: 7.0.1 client and Office issue - only in Hungary


** 

We are having an issue with the 7.0.1 client on systems in Hungary.  It
seems that after the install, the individual can not open Office
documents.  Log in as a different individual opening documents is not an
issue.

It's an issue with 7.0.1 Patch 002 client, OS:XP SP2 latest patches and
Office: 2003 (11.8118.8132).  The OS is using Hungarian regional
settings.  The 7.0.1 client install is in English.

We were not able to duplicate the issue with individuals in Germany,
Holland, Belgium, or Czech Republic. 

Anyone seen this kind of issue before or have any idea how to get Office
working again? 

Thanks, 
Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

__20060125___This posting was submitted with HTML in
it___ 

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Re: New version release date

[patrick zandi]

yes , yes..   let's do it..

On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
>
> ** Is it time for another great ARSList "Guess the release date" contest?
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Moore, Chris
> *Sent:* Thursday, August 09, 2007 9:17 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* New version release date
>
>
>
> Hi-
>
>
>
> Anyone know what the release date for the new version is?  I know it's
> supposed to be this month sometime, but I looked around on the site, and
> couldn't find anything about it.
>
>
>
> Thanks!
>
>
> Chris Moore
>
>
> __20060125___This posting was submitted with HTML in
> it___
>



-- 
Patrick Zandi

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Re: 7.0.1 client and Office issue - only in Hungary

[Shellman, David]

They tried Office reinstall with allusers=1 switch but that didn't help.
 
We'll pass this suggestion on.
 
Thanks,
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, August 09, 2007 11:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.0.1 client and Office issue - only in Hungary


** 
If they can open one of the office programs try using the Detect and
Repair option under Help



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, August 09, 2007 10:50 AM
To: arslist@ARSLIST.ORG
Subject: 7.0.1 client and Office issue - only in Hungary


** 

We are having an issue with the 7.0.1 client on systems in Hungary.  It
seems that after the install, the individual can not open Office
documents.  Log in as a different individual opening documents is not an
issue.

It's an issue with 7.0.1 Patch 002 client, OS:XP SP2 latest patches and
Office: 2003 (11.8118.8132).  The OS is using Hungarian regional
settings.  The 7.0.1 client install is in English.

We were not able to duplicate the issue with individuals in Germany,
Holland, Belgium, or Czech Republic. 

Anyone seen this kind of issue before or have any idea how to get Office
working again? 

Thanks, 
Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

 
 
__20060125___This posting was submitted with HTML in
it___ 

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Re: ITSM7 CIViewer Problem

[Axton]

Yep, the viewer does not render the relationship diagram properly; I
see the legend and the little globe, but the viewer never renders the
image.  I put a ticket in, I will let you know what I hear.  This was
with cmdb 2.0.1 p3, using Tomcat 5.5.23 with JDK 5.0 Update 12 on
SunOS 5.9.

Axton Grams

On 8/9/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
> I just noticed somethig similar yesterday.
>
> This is from stdout.
>
> * ILOG JViews Diagrammer version 6.5 is in use.
> ** Licensed for deploying application 'BMC Atrium CMDB and BMC
> ** Change Managemen'.
> ** This license does not cover development.  You are required to
> ** purchase a development license if you want to develop
> ** software using this product.
>
> I don't see the file not found/classloader error though.
> --
> Tony Worthington
> [EMAIL PROTECTED]
> 262-703-5911
>
>
>
> Axton <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 08/09/2007 09:00 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> ITSM7 CIViewer Problem
>
>
>
>
>
>
> Anyone seen this?  Using Tomcat; this is in the catalina.out log.  I
> would have figured this was included in the CIViewer install.  This is
> written each time I attempt to use the ci viewer from within Remedy
> user.
>
> Thanks,
> Axton
>
> *** No valid license found for ILOG JViews Diagrammer 6.5.
> *** Reason: Application 'BMC Atrium CMDB and BMC Change Managemen':
> File 'keys.jlm' not found.
> ***
> *** keys.jlm could not be found by the following ClassLoader:
> ***WebappClassLoader
> ***  delegate: false
> ***  repositories:
> ***/WEB-INF/classes/
> ***--> Parent Classloader:
> ***[EMAIL PROTECTED]
> License Check Failure
> No valid license found for ILOG JViews Diagrammer 6.5.
> Reason: Application 'BMC Atrium CMDB and BMC Change Managemen': File
> 'keys.jlm' not found.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
> the Answers Are"
>
>
>
> CONFIDENTIALITY NOTICE:
> This is a transmission from Kohl's Department Stores, Inc.
> and may contain information which is confidential and proprietary.
> If you are not the addressee, any disclosure, copying or distribution or use 
> of the contents of this message is expressly prohibited.
> If you have received this transmission in error, please destroy it and notify 
> us immediately at 262-703-7000.
>
> CAUTION:
> Internet and e-mail communications are Kohl's property and Kohl's reserves 
> the right to retrieve and read any message created, sent and received.  
> Kohl's reserves the right to monitor messages to or from authorized Kohl's 
> Associates at any time
> without any further consent.
>
> ___
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> Answers Are"
>

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Re: ITSM7 CIViewer Problem

[Axton]

Yours looks to be a little different error.  Do you happen to see a
file named keys.jlm on your web server?

Thanks,
Axton Grams

On 8/9/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
> I just noticed somethig similar yesterday.
>
> This is from stdout.
>
> * ILOG JViews Diagrammer version 6.5 is in use.
> ** Licensed for deploying application 'BMC Atrium CMDB and BMC
> ** Change Managemen'.
> ** This license does not cover development.  You are required to
> ** purchase a development license if you want to develop
> ** software using this product.
>
> I don't see the file not found/classloader error though.
> --
> Tony Worthington
> [EMAIL PROTECTED]
> 262-703-5911
>
>
>
> Axton <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 08/09/2007 09:00 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> ITSM7 CIViewer Problem
>
>
>
>
>
>
> Anyone seen this?  Using Tomcat; this is in the catalina.out log.  I
> would have figured this was included in the CIViewer install.  This is
> written each time I attempt to use the ci viewer from within Remedy
> user.
>
> Thanks,
> Axton
>
> *** No valid license found for ILOG JViews Diagrammer 6.5.
> *** Reason: Application 'BMC Atrium CMDB and BMC Change Managemen':
> File 'keys.jlm' not found.
> ***
> *** keys.jlm could not be found by the following ClassLoader:
> ***WebappClassLoader
> ***  delegate: false
> ***  repositories:
> ***/WEB-INF/classes/
> ***--> Parent Classloader:
> ***[EMAIL PROTECTED]
> License Check Failure
> No valid license found for ILOG JViews Diagrammer 6.5.
> Reason: Application 'BMC Atrium CMDB and BMC Change Managemen': File
> 'keys.jlm' not found.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
> the Answers Are"
>
>
>
> CONFIDENTIALITY NOTICE:
> This is a transmission from Kohl's Department Stores, Inc.
> and may contain information which is confidential and proprietary.
> If you are not the addressee, any disclosure, copying or distribution or use 
> of the contents of this message is expressly prohibited.
> If you have received this transmission in error, please destroy it and notify 
> us immediately at 262-703-7000.
>
> CAUTION:
> Internet and e-mail communications are Kohl's property and Kohl's reserves 
> the right to retrieve and read any message created, sent and received.  
> Kohl's reserves the right to monitor messages to or from authorized Kohl's 
> Associates at any time
> without any further consent.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the 
> Answers Are"
>

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Re: Looking For a Remedy Position

[Ed LeBlanc]

My company is currently hiring. If you have an interest please forward your 
resume and contact info to me at:
 
[EMAIL PROTECTED]
 
Ed LeBlanc, RAC, ITIL
Senior Consultant
RIGID Systems, LLC
10440 little Patuxent Parkway
Suite 200
Columbia, MD 21044
 
Phone 904-607-9387
Fax 410-715-0848
 
 



From: Action Request System discussion list(ARSList) on behalf of Elmer Gentry
Sent: Thu 8/9/2007 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Looking For a Remedy Position


** 
All,
 
I have eight years of Remedy development/administration experience on Windows 
and UNIX, looking for a fulltime or remote type position.  Traveling a little, 
once a week out of the month is an option but I am not looking to relocate or 
constant travel.  I'm currently in North Carolina, USA
 
If any one has any leads please let me know.
 
Thanks  
 
_
Elmo Gentry
Remedy Engineer
 
 
__20060125___This posting was submitted with HTML in it___ 

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Re: ITSM7 CIViewer Problem

[Carey Matthew Black]

Axton,

It looks like BMC is licensing some portion of
"http://www.ilog.com/products/jviews/diagrammer/"; for the CI Viewer. I
think you can find the ilog "key file" somewhere in one of the .jar
files on the Mid-Tier. ( I can not remember which one at the moment.)

If you just installed a new CMDB patch (or Mid-Tier patch) then I
would suspect the new jar files that were added/updated as part of
those processes.

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.

> > Axton <[EMAIL PROTECTED]>
> > Sent by: "Action Request System discussion list(ARSList)"
> > 
> > 08/09/2007 09:00 AM
> > Please respond to
> > arslist@ARSLIST.ORG
> >
> >
> > To
> > arslist@ARSLIST.ORG
> > cc
> >
> > Subject
> > ITSM7 CIViewer Problem
> >
> >
> > Anyone seen this?  Using Tomcat; this is in the catalina.out log.  I
> > would have figured this was included in the CIViewer install.  This is
> > written each time I attempt to use the ci viewer from within Remedy
> > user.
> >
> > Thanks,
> > Axton
> >
> > *** No valid license found for ILOG JViews Diagrammer 6.5.
> > *** Reason: Application 'BMC Atrium CMDB and BMC Change Managemen':
> > File 'keys.jlm' not found.
> > ***
> > *** keys.jlm could not be found by the following ClassLoader:
> > ***WebappClassLoader
> > ***  delegate: false
> > ***  repositories:
> > ***/WEB-INF/classes/
> > ***--> Parent Classloader:
> > ***[EMAIL PROTECTED]
> > License Check Failure
> > No valid license found for ILOG JViews Diagrammer 6.5.
> > Reason: Application 'BMC Atrium CMDB and BMC Change Managemen': File
> > 'keys.jlm' not found.

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Re: ITSM7 CIViewer Problem

[Rick Cook]

You should also know that a local JRE is required to properly view the CI
viewer.  Found this out by accident.

Rick

On 8/9/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
>
> Axton,
>
> It looks like BMC is licensing some portion of
> "http://www.ilog.com/products/jviews/diagrammer/"; for the CI Viewer. I
> think you can find the ilog "key file" somewhere in one of the .jar
> files on the Mid-Tier. ( I can not remember which one at the moment.)
>
> If you just installed a new CMDB patch (or Mid-Tier patch) then I
> would suspect the new jar files that were added/updated as part of
> those processes.
>
> 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.
>
> > > Axton <[EMAIL PROTECTED]>
> > > Sent by: "Action Request System discussion list(ARSList)"
> > > 
> > > 08/09/2007 09:00 AM
> > > Please respond to
> > > arslist@ARSLIST.ORG
> > >
> > >
> > > To
> > > arslist@ARSLIST.ORG
> > > cc
> > >
> > > Subject
> > > ITSM7 CIViewer Problem
> > >
> > >
> > > Anyone seen this?  Using Tomcat; this is in the catalina.out log.  I
> > > would have figured this was included in the CIViewer install.  This is
> > > written each time I attempt to use the ci viewer from within Remedy
> > > user.
> > >
> > > Thanks,
> > > Axton
> > >
> > > *** No valid license found for ILOG JViews Diagrammer 6.5.
> > > *** Reason: Application 'BMC Atrium CMDB and BMC Change Managemen':
> > > File 'keys.jlm' not found.
> > > ***
> > > *** keys.jlm could not be found by the following ClassLoader:
> > > ***WebappClassLoader
> > > ***  delegate: false
> > > ***  repositories:
> > > ***/WEB-INF/classes/
> > > ***--> Parent Classloader:
> > > ***[EMAIL PROTECTED]
> > > License Check Failure
> > > No valid license found for ILOG JViews Diagrammer 6.5.
> > > Reason: Application 'BMC Atrium CMDB and BMC Change Managemen': File
> > > 'keys.jlm' not found.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
> the Answers Are"
>



-- 
Rick Cook
Cook Enterprises
253-278-4112

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Re: URGENT - ITSM 7 performance issue - help needed

[john rosquist]

How many fast and list servers do you have configured.  Do the DBA see a 
similar number if threads being consumed on the database.  Are the threads on 
the database being orphaned or recycled?  Do the DBA's have suffient number of 
connections set up for remedy to access (thread starvation). What are the SQL 
response times? (<1sec?)

Is there anything between remedy and the database. Are you sure. Often the 
System Admins will not admint to this.  Check your line speeds, duplex and mtu 
settings one EVERY step of the path.

Verify your indexes.  ITSM 7 does not seem to have a lot indexed.

John Rosquist
Windward Consulting Group


- Original Message 
From: "Pierson, Shawn" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Thursday, August 9, 2007 8:36:54 AM
Subject: Re: URGENT - ITSM 7 performance issue - help needed


Turn on your SQL logging and try running the SQL that is generated in
Toad (just select statements, not updates or inserts.)  In the past I've
found that there can be table scans that are major performance hits that
way.  The resolution ends up being adding more indexes or changing the
criteria Set Fields workflow uses.  If you find a SQL statement that
takes too long to run, pass it on to your DBA and they should be able to
do more troubleshooting to see why it is doing so and what can be done
about it.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ZHANG, ERIC L
Sent: Wednesday, August 08, 2007 11:26 PM
To: arslist@ARSLIST.ORG
Subject: URGENT - ITSM 7 performance issue - help needed


I post this earlier today but don't see it on the list.  I am trying
again.  I apologize if you already saw this.

-Original Message-
From: Eric Zhang [mailto:[EMAIL PROTECTED]
Sent: Wednesday, August 08, 2007 12:21 PM
To: [EMAIL PROTECTED]
Cc: ZHANG, ERIC L
Subject: URGENT - ITSM 7 performance issue - help needed

Hello, all.

We have been struggling with ITSM 7 performance since it went live on
8/1.  The performance is getting worse and worse for all the operations:

search, create, and update.  At the begging, it's the creating incident
that took more that 40 seconds to complete.  Now it's all the
operations,
primarily on Incident.  The incident ticket update can take up to 3
minutes now.  We opened a critical ticket to BMC support but so far we
haven't received a solution that improves the performance.

Our configurations:

ARS 7.0.01 no patch on Solaris 9
Database is Oracle 10gR2 on another Solaris 9 box
Midtier is on Wintel 2003 IIS server (Only for requesters)
ITSM (including Incident and Change) 7.0.02 patch 3

I have been sending all kinds of loggings to BMC.  The first suggestion
from BMC was to set Oracle-Cursor-Sharing to FORCES.  That didn't help.

The other suggestion was to change a Veritas setting ("mincache=direct")

on the database server.  But our DBA, UNIX. and Storage people all
rejected the idea because 1) that fix is for bulk data import 2) they
had
very experienced with that setting, which produced high IO waits and
worse
overall daily performance.

Thanks in advance for your help.

Eric Zhang
Sr. IT Consultant
Entergy Services, Inc.
(501) 377-5815


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

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Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, 
photos & more. 
http://mobile.yahoo.com/go?refer=1GNXIC

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ARERR [342] Cannot find/open the directory file: 0

[Kemes, Lisa]

 I'm trying to push an attachment field to another form (with the same
Attachment Pool number and Attachment field number) via an Active Link.
I can do this with a Filter no problem, but when trying to do it through
an Active Link (via a push), I'm getting this error:  ARERR [342] Cannot
find/open the directory file: 0

I checked the ErrMsgsGuide for 6.3, but it really doesn't tell me much.


We are on Server 6.3, User 7.0.1 Patch 003, Sun Solaris.

Lisa

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Re: ARERR [342] Cannot find/open the directory file: 0

[Heider, Stephen]

Lisa,

I have experienced something like this before. The full path to the
attachment is stored in the ARS table.  When attempting to access it
from a computer that does not have the same drive letter and/or folder
structure it sometimes generates an error.

When attachments are saved to the form I run a process that removes the
path and only leaves the filename.

HTH


To see how filenames are stored run a SQL command on the base table, for
example: "SELECT TOP 10 * FROM B611"  where the primary table name is
T611.


Stephen



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Thursday, August 09, 2007 1:25 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [342] Cannot find/open the directory file: 0

 I'm trying to push an attachment field to another form (with the same
Attachment Pool number and Attachment field number) via an Active Link.
I can do this with a Filter no problem, but when trying to do it through
an Active Link (via a push), I'm getting this error:  ARERR [342] Cannot
find/open the directory file: 0

I checked the ErrMsgsGuide for 6.3, but it really doesn't tell me much.


We are on Server 6.3, User 7.0.1 Patch 003, Sun Solaris.

Lisa


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Re: Cant find cache for form

[Dwayne Martin]

John,

I appreciate your input.  I've also sent this to Remedy Support.  Maybe they 
will have some ideas. To answer your specific questions:

"Are the permissions for the active link correct?"
They all have "Public" permissions, and I am the Administrator.

"Are you sure the AL is tied to that button?"
I've checked it again and again, plus the "Related Workflow" for the button 
lists the field.

"You mentioned a Delete. Is it possible that there is no record for the new AL 
to work against?" 
I launch the IT:Authorization entry by clicking on the row in the table in the 
parent form, and it displays, so there has to be an underlying record.

"Are you getting any errors during the process?"
No

"Is there a Run If condition in your new active link that a preceding AL is 
causing to fail?"
There are Run If conditions.  It should pass these conditions, but even if it 
didn't the log would say "Failed qualification."  But the link doesn't appear 
in the log at all. 

"Did you log out and log back into the WUT so as to refresh the user 
connection?"
Yes, I shut it down yesterday afternoon and re-launched it this morning, but 
the same thing happens.

Thanks again for your questions.  It is always good to check details because I 
might be overlooking something obvious.

Dwayne Martin

 Original message 
>Date: Thu, 9 Aug 2007 10:27:25 -0400
>From: "Reiser, John J" <[EMAIL PROTECTED]>  
>Subject: Re: Cant find cache for form  
>To: arslist@ARSLIST.ORG
>
>Dwayne,
>
>I am at a loss as to your problem.
>Are the permissions for the active link correct?
>Are you sure the AL is tied to that button?
>You mentioned a Delete. Is it possible that there is no record for the
>new AL to work against? Are you getting any errors during the process?
>Is there a Run If condition in your new active link that a preceding AL
>is causing to fail?
>
>Did you log out and log back into the WUT so as to refresh the user
>connection? I ask this because you said the Al with the changed name
>still shows up in the workflow.log file with the old name.
>
>
>John J. Reiser
>Software Development Analyst
>Remedy Administrator/Developer
>Lockheed Martin - MS2
>The star that burns twice as bright burns half as long.
>Pay close attention and be illuminated by its brilliance. - paraphrased
>by me 
> 
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
>Sent: Thursday, August 09, 2007 9:03 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Cant find cache for form
>
>I finally got my database resynchronized.
>
>When I look at Related Workflow for the Delete button, everything looks
>correct.  I see the newly-created link, and the link that I changed the
>name of appears with the new name.
>
>But when I delete an entry, the newly-created link does not appear in
>the log, and the link that I changed the name of still has the old name.
>It looks like it is still getting cached somewhere, but I can't figure
>out where.  (I was hoping that this problem would mysteriously disappear
>during the nite.)
>
>Dwayne Martin
>
> Original message 
>>Date: Wed, 8 Aug 2007 11:39:06 -0400
>>From: "Reiser, John J" <[EMAIL PROTECTED]>
>>Subject: Re: Cant find cache for form
>>To: arslist@ARSLIST.ORG
>>
>>Dwayne,
>>
>>The Related Workflow entries are pulled from the "search database" 
>>forms in the ARSystem.
>>The most annoying "Doh!" is when I change the name of a  workflow 
>>object and then try to open it( seeing the old name) from the Field 
>>properties only to be greeted by "That . . . does not exist" error.
>>Resync the Search Database ( off hours, of course) and lo and behold we
>
>>have a new bit of workflow to track.
>>
>>
>>John J. Reiser
>>Software Development Analyst
>>Remedy Administrator/Developer
>>Lockheed Martin - MS2
>>The star that burns twice as bright burns half as long.
>>Pay close attention and be illuminated by its brilliance. - paraphrased
>
>>by me
>> 
>>
>>-Original Message-
>>From: Action Request System discussion list(ARSList) 
>>[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
>>Sent: Wednesday, August 08, 2007 11:02 AM
>>To: arslist@ARSLIST.ORG
>>Subject: Re: Cant find cache for form
>>
>>John,
>>
>>At your suggestion I am running the Sync right now.  Maybe I will see 
>>something new.
>>
>>But the active link is based on the same form as all the others, and it
>
>>executes on the same button, and it hasn't been disabled.  How can it 
>>not be part of the related workflow?
>>
>>Dwayne
>>
>> Original message 
>>>Date: Wed, 8 Aug 2007 10:57:14 -0400
>>>From: "Reiser, John J" <[EMAIL PROTECTED]>
>>>Subject: Re: Cant find cache for form
>>>To: arslist@ARSLIST.ORG
>>>
>>>Dwayne,
>>>
>>>Did you do a "Sync Search Database" from the admin tool?
>>>That is the only way I know of to find the related workflow to an 
>>>object.
>>>
>>>
>>>John J. Reiser
>>>Software Development Analyst
>>>Remedy Administrator/Developer
>>>Lockheed Martin - 

Re: ITSM7 CIViewer Problem

[Tony Worthington]

Nope.  :-/  Sorry...


-- 
Tony Worthington
[EMAIL PROTECTED]
262-703-5911



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

08/09/2007 11:07 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ITSM7 CIViewer Problem






Yours looks to be a little different error.  Do you happen to see a
file named keys.jlm on your web server?

Thanks,
Axton Grams

On 8/9/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
> I just noticed somethig similar yesterday.
>
> This is from stdout.
>
> * ILOG JViews Diagrammer version 6.5 is in use.
> ** Licensed for deploying application 'BMC Atrium CMDB and BMC
> ** Change Managemen'.
> ** This license does not cover development.  You are required to
> ** purchase a development license if you want to develop
> ** software using this product.
>
> I don't see the file not found/classloader error though.
> --
> Tony Worthington
> [EMAIL PROTECTED]
> 262-703-5911
>
>
>
> Axton <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 08/09/2007 09:00 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> ITSM7 CIViewer Problem
>
>
>
>
>
>
> Anyone seen this?  Using Tomcat; this is in the catalina.out log.  I
> would have figured this was included in the CIViewer install.  This is
> written each time I attempt to use the ci viewer from within Remedy
> user.
>
> Thanks,
> Axton
>
> *** No valid license found for ILOG JViews Diagrammer 6.5.
> *** Reason: Application 'BMC Atrium CMDB and BMC Change Managemen':
> File 'keys.jlm' not found.
> ***
> *** keys.jlm could not be found by the following ClassLoader:
> ***WebappClassLoader
> ***  delegate: false
> ***  repositories:
> ***/WEB-INF/classes/
> ***--> Parent Classloader:
> ***[EMAIL PROTECTED]
> License Check Failure
> No valid license found for ILOG JViews Diagrammer 6.5.
> Reason: Application 'BMC Atrium CMDB and BMC Change Managemen': File
> 'keys.jlm' not found.
>
> 
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>
> CONFIDENTIALITY NOTICE:
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and may contain information which is confidential and proprietary.
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Re: Say what about that knowledge base? Firefox "CAN" be made to work with Remedy Knowledge base. (UNCLASSIFIED)

[HARTWICK, SCOTT G CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I figured out how to make Firefox search the Remedy Knowledgebase on the
BMC support site.

If you install the add-in to view the page in an IE window within
Firefox, you can access the site by changing the page rendering engine
just before the search is initiated.

Scott. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, July 26, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Say what about that knowledge base?

Um.  Microsoft is it's own standard which is different from being "the
standard".

My issue with IE is that it is so integrated into the OS, that a lot of
information can be collected just going to a web site.  Other browsers
are not so integrated and retrieving some of that info is not as easy.  

My personal preference is to use Fire Fox or Opera when surfing the
Internet.  I regulate IE use to a very limited number of sites.

Dave 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Thursday, July 26, 2007 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Say what about that knowledge base?

Exactly, in a way Microsoft really is the standard.


Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 8-226-1805


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, July 26, 2007 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Say what about that knowledge base?

Actually I think that Fire Fox is closer to the published browser
standards than IE which incorporates a lot of Microsoft standards.  A
lot of folks code to IE and that will result in a compatibility issue
because of the Microsoft standards.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Thursday, July 26, 2007 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Say what about that knowledge base?

I imagine most sites are geared towards IE. I suspect Firefox has to
work on making their browser compatible. I tried Firefox, but did not
really care it's feel. Of course I dislike IE 7 also. 

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 8-226-1805


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine
Sent: Thursday, July 26, 2007 8:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Say what about that knowledge base?

and not only this, but I am looking at a support document that says that
IE 7 is not compatible with AR products.  O.o. 


-- 
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Rick Cook <[EMAIL PROTECTED]>:

> Ironically, there was a time not that long ago that I could get the KB
site
> to work WITH Firefox, but not with IE.  That was before they 'fixed'
it,
> though. 
>
> Rick
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox
> Sent: Thursday, July 26, 2007 6:20 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Say what about that knowledge base?
>
>> - it makes no sense that with a major browser platform one can't use
>> that site!
>
> Especially considering how much support costs. 
> I mean ... *seriously* ... 
>
>
>
> On Jul 26, 2007, at 7:03 AM, E. Louise van Hine wrote:
>
>> Yes, I felt a bit silly asking the question before dragging IE back
>> out of its dungeon, and got the search function to work but not with
>> multiple free text terms - even when I know the article is there. so
I
>> AM going to try Stephen's tool suggestion. 
>> I logged a call anyway - it makes no sense that with a major browser
>> platform one can't use that site!
>>
>>
>> --
>> Regards,
>>
>> Louise van Hine
>> KTSL Limited
>> [EMAIL PROTECTED]
>>
>>
>>
>> Quoting "Shellman, David" <[EMAIL PROTECTED]>:
>>
>>>  Re: Say what about that knowledge base?
>>>
>>>   It wouldn't work for me with Fire Fox.  When I logged issue with
>>> support, the answer was Fire Fox is not supported.  Once I switched
>>> to IE and allowed pop ups for the site I had no problem. 
>>> Dave
>>> --
>>> [EMAIL PROTECTED] (Wireless)
>>>
>>> - Original Message -
>>> From: Action Request System discussion list(ARSList)
>>> To: arslist@ARSLIST.ORG
>>> Sent: Thu Jul 26 06:36:15 2007
>>> Subject: Say what about that knowledge base?
>>>
>>> I haven't been able to get a search to run on the BMC Knowledge
base,
>>> even when I select a product.  I have just put in a support request
>>> for it, but perhaps someone else has a tip or trick for running a
>>> search, because keyword searching with that top panel does not seem
>>> to function without a huge JSP error. 
>>> Could it have something

Re: ARERR [342] Cannot find/open the directory file: 0

[Kemes, Lisa]

Ugh!! Why IS that?  

We don't update our oracle tables directly, everything is done through
the client, then the app server then Oracle.

I might log this with BMC to at least get an answer as to why they store
the full path?  Also, I don't get this error when I push this field via
a filter.

We had a problem before when someone overseas in Europe saved an
attachment in a record and everyone who opened that record had their
client crash on them.  It was because there was a European character in
the path of the attachment and the client is not Unicode.  

Lisa 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Thursday, August 09, 2007 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR [342] Cannot find/open the directory file: 0

Lisa,

I have experienced something like this before. The full path to the
attachment is stored in the ARS table.  When attempting to access it
from a computer that does not have the same drive letter and/or folder
structure it sometimes generates an error.

When attachments are saved to the form I run a process that removes the
path and only leaves the filename.

HTH


To see how filenames are stored run a SQL command on the base table, for
example: "SELECT TOP 10 * FROM B611"  where the primary table name is
T611.


Stephen



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Thursday, August 09, 2007 1:25 PM
To: arslist@ARSLIST.ORG
Subject: ARERR [342] Cannot find/open the directory file: 0

 I'm trying to push an attachment field to another form (with the same
Attachment Pool number and Attachment field number) via an Active Link.
I can do this with a Filter no problem, but when trying to do it through
an Active Link (via a push), I'm getting this error:  ARERR [342] Cannot
find/open the directory file: 0

I checked the ErrMsgsGuide for 6.3, but it really doesn't tell me much.


We are on Server 6.3, User 7.0.1 Patch 003, Sun Solaris.

Lisa


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Re: Looking For a Remedy Position (UNCLASSIFIED)

[HARTWICK, SCOTT G CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Elmo,

I have a full-time position in Northern Virginia. Not too far from North
Carolina.

Scott.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Elmer Gentry
Sent: Thursday, August 09, 2007 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Looking For a Remedy Position

**
All,
 
I have eight years of Remedy development/administration experience on
Windows and UNIX, looking for a fulltime or remote type position.
Traveling a little, once a week out of the month is an option but I am
not looking to relocate or constant travel.  I'm currently in North
Carolina, USA
 
If any one has any leads please let me know.
 
Thanks  
 
_
Elmo Gentry
Remedy Engineer
 
 
__20060125___This posting was submitted with HTML in
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Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: New version release date

[Easter, David]

I will be posting a detailed message within the next 24 hours on this
topic.  Stay tuned.
 
-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.




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, August 09, 2007 7:17 AM
To: arslist@ARSLIST.ORG
Subject: New version release date


** 

Hi-

 

Anyone know what the release date for the new version is?  I know it's
supposed to be this month sometime, but I looked around on the site, and
couldn't find anything about it.

 

Thanks!


Chris Moore

__20060125___This posting was submitted with HTML in
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Re: Permissioning a group to a field on the Help Desk form in ITSM 7.X - SOLVED

[Lammey, Peter A.]

That actually worked.
I guess BMC is really trying to push users to the methodology of
Deployable applications and its use for its forms and objects.
Im used to the old fashion way of simply developing from a basic Admin
server window.


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

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
Sent: Thursday, August 09, 2007 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Permissioning a group to a field on the Help Desk form in
ITSM 7.X


** 

Hi Peter

 

Isn't ITSM 7 a series of deployable applications?  I haven't worked much
with deployable apps, but I think the way permissions are set up is
different.  Take a look at the Form-App-Objects guide and look up the
information about deployable applications and permissions.

 

Roles and deployable applications

When assigning permissions for deployable applications, roles are used

instead of groups

 

I haven't had to do this, but I think you need to create a new Role
linked to the appropriate Application (in the Roles form), map
permission groups to your Roles, then you can add this Role on the
permissions tab to the objects you want.

 

HTH

 

David Sanders

Remedy Solution Architect

Enterprise Service Suite @ Work

==

ARS List Award Winner 2005

Best 3rd party Remedy Application

 

See the ESS Concepts Guide
 

 

tel +44 1494 468980

mobile +44 7710 377761

email [EMAIL PROTECTED]

 

web http://www.westoverconsulting.co.uk
 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Thursday, August 09, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Permissioning a group to a field on the Help Desk form in
ITSM 7.X

 

That was the way it worked I know with ARS 6.3 and it worked fine for
all ITSM 5.6 forms and fields but for some reason we cant get it to work
with the HPD:Help Desk form that came packaged with ITSM 7.X (maybe its
a system bug introduced by ITSM patch 005?).  It works fine if you
create a test Regular form and then try to permission a field on the
test Regular form to a group that has Group Type "Change" set.

 

Not sure if anyone else has ITSM 7.X patch 005 installed yet on their
environment but if they do, can you change a Support Group (any group
that in their system does not have it set) to Group Type "Change" and
then pick the group as having the permission to a field on HPD:Help
Desk?

 

 

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

 

 

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Re: ITSM7 CIViewer Problem

[Axton]

There are 2 jars added by the ci viewer install, nether of which
contain the key file:
jviews-graphics-framework-lib.jar
jviews-diagrammer.jar

though I did find a message catalog that had my error text in it.

The installation text states that the installer adds the cmdbapi20.jar
to the mid-tier, but no hits there either.

Maybe they just forgot it in cmdb 201p3.

Axton

On 8/9/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
> Axton,
>
> It looks like BMC is licensing some portion of
> "http://www.ilog.com/products/jviews/diagrammer/"; for the CI Viewer. I
> think you can find the ilog "key file" somewhere in one of the .jar
> files on the Mid-Tier. ( I can not remember which one at the moment.)
>
> If you just installed a new CMDB patch (or Mid-Tier patch) then I
> would suspect the new jar files that were added/updated as part of
> those processes.
>
> 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.
>
> > > Axton <[EMAIL PROTECTED]>
> > > Sent by: "Action Request System discussion list(ARSList)"
> > > 
> > > 08/09/2007 09:00 AM
> > > Please respond to
> > > arslist@ARSLIST.ORG
> > >
> > >
> > > To
> > > arslist@ARSLIST.ORG
> > > cc
> > >
> > > Subject
> > > ITSM7 CIViewer Problem
> > >
> > >
> > > Anyone seen this?  Using Tomcat; this is in the catalina.out log.  I
> > > would have figured this was included in the CIViewer install.  This is
> > > written each time I attempt to use the ci viewer from within Remedy
> > > user.
> > >
> > > Thanks,
> > > Axton
> > >
> > > *** No valid license found for ILOG JViews Diagrammer 6.5.
> > > *** Reason: Application 'BMC Atrium CMDB and BMC Change Managemen':
> > > File 'keys.jlm' not found.
> > > ***
> > > *** keys.jlm could not be found by the following ClassLoader:
> > > ***WebappClassLoader
> > > ***  delegate: false
> > > ***  repositories:
> > > ***/WEB-INF/classes/
> > > ***--> Parent Classloader:
> > > ***[EMAIL PROTECTED]
> > > License Check Failure
> > > No valid license found for ILOG JViews Diagrammer 6.5.
> > > Reason: Application 'BMC Atrium CMDB and BMC Change Managemen': File
> > > 'keys.jlm' not found.
>
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Approval Licenses

[Scott Parrish]

Do approvers require a write license for approval processes that are not
related to Change Management? I thought there was no longer a need for write
licenses with the Approval server, but I am getting a write access error
when attempting to approve. I have also set up the join forms and  fields
with the appropriate permissions as outlined in the chapter "Connecting the
approval server to an application" in the Approval Server guide.

 

ARS 7.0.1 patch 001

Asset Management 7.0.02

SQL Server 2000

Approval Server 7.00.01

 

Scott Parrish


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Re: New version release date

[Jarl Grøneng]

Most of the previous versions has been relased on a friday :-)

--
Jarl

On 8/9/07, Easter, David <[EMAIL PROTECTED]> wrote:
> **
>
> I will be posting a detailed message within the next 24 hours on this topic.
>  Stay tuned.
>
>
> -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.
>
>  
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
> Sent: Thursday, August 09, 2007 7:17 AM
> To: arslist@ARSLIST.ORG
> Subject: New version release date
>
>
> **
>
>
> Hi-
>
>
>
> Anyone know what the release date for the new version is?  I know it's
> supposed to be this month sometime, but I looked around on the site, and
> couldn't find anything about it.
>
>
>
> Thanks!
>
>
> Chris Moore__20060125___This posting
> was submitted with HTML in it___
> __20060125___This posting was submitted
> with HTML in it___

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Re: Approval Licenses

[Axton]

http://www.nabble.com/Re%3A-Providing-Read-Write-Access-Without-Buying-Licenses--I-Doubt-It-p11681715.html

Axton Grams

On 8/9/07, Scott Parrish <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Do approvers require a write license for approval processes that are not
> related to Change Management? I thought there was no longer a need for write
> licenses with the Approval server, but I am getting a write access error
> when attempting to approve. I have also set up the join forms and  fields
> with the appropriate permissions as outlined in the chapter "Connecting the
> approval server to an application" in the Approval Server guide.
>
>
>
> ARS 7.0.1 patch 001
>
> Asset Management 7.0.02
>
> SQL Server 2000
>
> Approval Server 7.00.01
>
>
>
> Scott Parrish __20060125___This posting
> was submitted with HTML in it___

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Re: New version release date

[Moore, Chris]

Now you tell me now that I've almost finished downloading all the
current version files!  I'll hold off on our install until tomorrow I
guess! :-)

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Thursday, August 09, 2007 2:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: New version release date

 

I will be posting a detailed message within the next 24 hours on this
topic.  Stay tuned.

 

-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.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, August 09, 2007 7:17 AM
To: arslist@ARSLIST.ORG
Subject: New version release date

** 

Hi-

 

Anyone know what the release date for the new version is?  I know it's
supposed to be this month sometime, but I looked around on the site, and
couldn't find anything about it.

 

Thanks!


Chris Moore

__20060125___This posting was submitted with HTML in
it___ 

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Re: New version release date

[Tony Worthington]

Or it will be announced that because of the need for more testing and 
"Known Issues" resoluition, 7.1 will be deferred until BMC UserWorld.  :P

-- 
Tony Worthington
[EMAIL PROTECTED]
262-703-5911



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

08/09/2007 01:55 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: New version release date






** 
Now you tell me now that I?ve almost finished downloading all the current 
version files!  I?ll hold off on our install until tomorrow I guess! J
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Thursday, August 09, 2007 2:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: New version release date
 
I will be posting a detailed message within the next 24 hours on this 
topic.  Stay tuned.
 
-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.
 

From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, August 09, 2007 7:17 AM
To: arslist@ARSLIST.ORG
Subject: New version release date
** 
Hi-
 
Anyone know what the release date for the new version is?  I know it?s 
supposed to be this month sometime, but I looked around on the site, and 
couldn?t find anything about it.
 
Thanks!

Chris Moore
__20060125___This posting was submitted with HTML in 
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Re: 7.0.1 Client - setting sort order

[Shellman, David]

I have found that this is also an issue in a 7.1 beta client that we
have.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, August 09, 2007 11:11 AM
To: arslist@ARSLIST.ORG
Subject: 7.0.1 Client - setting sort order


** 

We just had a user contact us about an issue with setting Sort Order on
the 7.0.1 Patch 002 desktop client.  On the menu bar go to Actions ->
Sort Options and set a new sort order.  Click OK and it generates an
ARERR [361] An unqualified search was issued error.  It seems to
actually keep the new Sort Order, just generates the ARERR 361 message.

I confirmed that Patch 003 has the same behavior. 

Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED] 

Tyco Electronics 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

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Default attachment on New form

[Moore, Chris]

I've been asked to place a document on a custom form I've built on a 6.3
install.  Basically, I would like to know if there is a way to have a
default value added to an attachment field, so that the attachment is on
the form when opened in New mode.

 

ARS ITSM Customized 6.3

Oracle 10g

RHEL server

 

Thanks for any help!

 

Chris Moore


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Re: Default attachment on New form

[Heider, Stephen]

Chris,

 

The PERFORM-ACTION-ADD-ATTACHMENT command in an active link would work.


 

The file that you want to attach would either need to be accessible to
the user logged in (ie. a network share \\server\folder\file.doc), or
use a Set Fields command to pull the file from a regular from.  This
copies the file to the user's %TMP% folder (in WUT). Once on the user's
computer you would use the above command to set it to the attachment
field on the form.

 

Stephen

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, August 09, 2007 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Default attachment on New form

 

I've been asked to place a document on a custom form I've built on a 6.3
install.  Basically, I would like to know if there is a way to have a
default value added to an attachment field, so that the attachment is on
the form when opened in New mode.

 

ARS ITSM Customized 6.3

Oracle 10g

RHEL server

 

Thanks for any help!

 

Chris Moore

__20060125___This posting was submitted with HTML in
it___

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Re: Default attachment on New form

[Heider, Stephen]

...I forgot the most obvious way.   Use a Set Fields to pull the file
from another regular form directly into the attachment field.  It's been
a long day :)

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Thursday, August 09, 2007 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Default attachment on New form

 

Chris,

 

The PERFORM-ACTION-ADD-ATTACHMENT command in an active link would work.


 

The file that you want to attach would either need to be accessible to
the user logged in (ie. a network share \\server\folder\file.doc), or
use a Set Fields command to pull the file from a regular from.  This
copies the file to the user's %TMP% folder (in WUT). Once on the user's
computer you would use the above command to set it to the attachment
field on the form.

 

Stephen

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, August 09, 2007 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Default attachment on New form

 

I've been asked to place a document on a custom form I've built on a 6.3
install.  Basically, I would like to know if there is a way to have a
default value added to an attachment field, so that the attachment is on
the form when opened in New mode.

 

ARS ITSM Customized 6.3

Oracle 10g

RHEL server

 

Thanks for any help!

 

Chris Moore

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

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Re: Default attachment on New form

[Moore, Chris]

Hi Stephen- thanks for the response!

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Thursday, August 09, 2007 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Default attachment on New form

 

Chris,

 

The PERFORM-ACTION-ADD-ATTACHMENT command in an active link would work.


 

The file that you want to attach would either need to be accessible to
the user logged in (ie. a network share \\server\folder\file.doc), or
use a Set Fields command to pull the file from a regular from.  This
copies the file to the user's %TMP% folder (in WUT). Once on the user's
computer you would use the above command to set it to the attachment
field on the form.

 

Stephen

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Chris
Sent: Thursday, August 09, 2007 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Default attachment on New form

 

I've been asked to place a document on a custom form I've built on a 6.3
install.  Basically, I would like to know if there is a way to have a
default value added to an attachment field, so that the attachment is on
the form when opened in New mode.

 

ARS ITSM Customized 6.3

Oracle 10g

RHEL server

 

Thanks for any help!

 

Chris Moore

__20060125___This posting was submitted with HTML in
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HTML in it___

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Authentication problem in Remedy LDAP for passwords with special characters.

[Prasan Katti]

Hello Listers,

We have recently started using the AREA LDAP plugin to authenticate our
remedy users with the LDAP server.
We are cross referencing blank passwords and are having problems
authenticating users whose password contain special characters (#,@,& etc).
We are able to authenticate these users against the LDAP server using a
different client (like LDAP Browser), so the problem could be with the
Remedy plugin.
The LDAP server is basically the Novell eDirectory used within the
organization.
If anybody here has faced similar problems before or if I am missing
something obvious (server settings?), please let me know.'

The server environment is ARS 6.3 patch 21, Tomcat 2.0.51 running on Oracle
9i database.

Thanks in advance,
Prasan.

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Re: Authentication problem in Remedy LDAP for passwords with special characters.

[Grooms, Frederick W]

What OS is the ARS Server running on?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Prasan Katti
Sent: Thursday, August 09, 2007 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Authentication problem in Remedy LDAP for passwords with
special characters.


Hello Listers,
 
We have recently started using the AREA LDAP plugin to authenticate our
remedy users with the LDAP server.
We are cross referencing blank passwords and are having problems
authenticating users whose password contain special characters (#,@,&
etc).
We are able to authenticate these users against the LDAP server using a
different client (like LDAP Browser), so the problem could be with the
Remedy plugin.
The LDAP server is basically the Novell eDirectory used within the
organization.
If anybody here has faced similar problems before or if I am missing
something obvious (server settings?), please let me know.'
 
The server environment is ARS 6.3 patch 21, Tomcat 2.0.51 running on
Oracle 9i database.
 
Thanks in advance,
Prasan.
 
 
  

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Re: Authentication problem in Remedy LDAP for passwords with special characters.

[Pierson, Shawn]

I've had no problem with special characters on Windows platforms with
Active Directory as the LDAP server, either via the User Tool or the Mid
Tier.  My first guess would be that it may be Remedy's plugin to Novell
being the problem.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Prasan Katti
Sent: Thursday, August 09, 2007 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Authentication problem in Remedy LDAP for passwords
with special characters.


**
Hello Listers,

We have recently started using the AREA LDAP plugin to
authenticate our remedy users with the LDAP server.
We are cross referencing blank passwords and are having problems
authenticating users whose password contain special characters (#,@,&
etc).
We are able to authenticate these users against the LDAP server
using a different client (like LDAP Browser), so the problem could be
with the Remedy plugin.
The LDAP server is basically the Novell eDirectory used within
the organization.
If anybody here has faced similar problems before or if I am
missing something obvious (server settings?), please let me know.'

The server environment is ARS 6.3 patch 21, Tomcat 2.0.51
running on Oracle 9i database.

Thanks in advance,
Prasan.
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Days to hours in CR11

[Chris Doble]

I have a report that displays portions of the day based on different status 
histories. Is there a way to convert 1.65 days to 39.6 hours in the report?
Sent from my Verizon Wireless BlackBerry

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Re: Authentication problem in Remedy LDAP for passwords with special characters.

[Prasan Katti]

The ARS server is running on Solaris 9 but the LDAP server is on Suse Linux.

On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
>
> ** What OS is the ARS Server running on?
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Prasan Katti
> *Sent:* Thursday, August 09, 2007 2:51 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Authentication problem in Remedy LDAP for passwords with
> special characters.
>
>
>  Hello Listers,
>
> We have recently started using the AREA LDAP plugin to authenticate our
> remedy users with the LDAP server.
> We are cross referencing blank passwords and are having problems
> authenticating users whose password contain special characters (#,@,& etc).
> We are able to authenticate these users against the LDAP server using a
> different client (like LDAP Browser), so the problem could be with the
> Remedy plugin.
> The LDAP server is basically the Novell eDirectory used within the
> organization.
> If anybody here has faced similar problems before or if I am missing
> something obvious (server settings?), please let me know.'
>
> The server environment is ARS 6.3 patch 21, Tomcat 2.0.51 running on
> Oracle 9i database.
>
> Thanks in advance,
> Prasan.
>
>
>
> __20060125___This posting was submitted with HTML in
> it___

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Re: Inserting pause in workflow

[Kaiser Norm E CIV USAF 96 CS/SCCE]

I could be mistaken about this, but I believe the way it works is, when
Remedy runs an external process, it does NOT wait for the external
process to finish executing before it continues workflow processing.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Thursday, August 09, 2007 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Inserting pause in workflow

Hello Everyone,

(ARS 7.01 patch 2, Linux server, Oracle 10.2 db)

How do you insert a pause in an active link or a filter?

I have heard that you should run a process then call that process.  So I
have a "pause" program on our server that says "sleep $1".  On the
server if I enter "/opt/remedy/HelpDesk/pause 10" it waits ten seconds
then returns the cursor.

So I set up both an active link and a filter to do the "pause 10"
command then send a message.
The active link does a "Run Process" of "@@:/opt/remedy/HelpDesk/pause
10".  The filter is the same but without the "@@:".  In both cases I get
the message right away.

The active link log shows:
   Process: /opt/remedy/HelpDesk/pause 10
  Success

The filter has a "`!" after it to make it run in phase 1, and the filter
log shows it running before the message, but the message still appears
right away.

What am I doing wrong?

Is there a better way of solving this altogether?  It seems like pausing
is such a normal thing to do that there should be a built-in Remedy
function.

Dwayne Martin
Computing Support
James Madison University


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Inserting pause in workflow

[Dwayne Martin]

Hello Everyone,

(ARS 7.01 patch 2, Linux server, Oracle 10.2 db)

How do you insert a pause in an active link or a filter?

I have heard that you should run a process then call that process.  So I have a 
"pause" program on our server that says "sleep $1".  On the server if I enter 
"/opt/remedy/HelpDesk/pause 10" it waits ten seconds then returns the cursor.

So I set up both an active link and a filter to do the "pause 10" command then 
send a message.
The active link does a "Run Process" of "@@:/opt/remedy/HelpDesk/pause 10".  
The filter is the same but without the "@@:".  In both cases I get the message 
right away.

The active link log shows:
   Process: /opt/remedy/HelpDesk/pause 10
  Success

The filter has a "`!" after it to make it run in phase 1, and the filter log 
shows it running before the message, but the message still appears right away.

What am I doing wrong?

Is there a better way of solving this altogether?  It seems like pausing is 
such a normal thing to do that there should be a built-in Remedy function.

Dwayne Martin
Computing Support
James Madison University

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Re: Authentication problem in Remedy LDAP for passwords with special characters.

[Prasan Katti]

Additionally, we have a custom login.jsp page and are basically using
the Java api to authenticate users as shown below:


ARServerUser ctx=new ARServerUser(username,password,locale,server,port);
 try
 {
ctx.login();
auth= true;
  }
  catch(Exception e)
  {
auth = false;
errMsg="Please check the username/password";
  }
  finally
  {
ctx.clear();
  }
if(auth)
{
 String
url="/arsys/servlet/ViewFormServlet?form=APPFORM&server="+server+"&username="+username+"&pwd="+password+"&mode=create";
 response.sendRedirect(url);
 }

Also, just found out that the passwords work fine with the default
login.jspin the mid-tier. So could this problem have to do something
with the above
code using Java api or the server JVM??

Thanks,
Prasan.


On 8/9/07, Prasan Katti <[EMAIL PROTECTED]> wrote:
>
> The ARS server is running on Solaris 9 but the LDAP server is on Suse
> Linux.
>
> On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
> >
> > ** What OS is the ARS Server running on?
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG
> > ] *On Behalf Of *Prasan Katti
> > *Sent:* Thursday, August 09, 2007 2:51 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Authentication problem in Remedy LDAP for passwords with
> > special characters.
> >
> >
> >  Hello Listers,
> >
> > We have recently started using the AREA LDAP plugin to authenticate our
> > remedy users with the LDAP server.
> > We are cross referencing blank passwords and are having problems
> > authenticating users whose password contain special characters (#,@,& etc).
> > We are able to authenticate these users against the LDAP server using a
> > different client (like LDAP Browser), so the problem could be with the
> > Remedy plugin.
> > The LDAP server is basically the Novell eDirectory used within the
> > organization.
> > If anybody here has faced similar problems before or if I am missing
> > something obvious (server settings?), please let me know.'
> >
> > The server environment is ARS 6.3 patch 21, Tomcat 2.0.51 running on
> > Oracle 9i database.
> >
> > Thanks in advance,
> > Prasan.
> >
> >
> >
> > __20060125___This posting was submitted with HTML in
> > it___
>
>
>

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FW: How to send email notification to a Group - RESOLVED

[Chapman, Colin]

ARSlisters, sorry for the lateness of this posting.
 
It turned out I was somewhat ignorant on this one - I misread the fact
that ARSystem is designed for the notify action to be able to send email
to members of a Group but NOT members of a Support Group,
which is what I was trying to do. (I know that ServiceDesk uses the
notification process to send email to Support Group members)
 
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 



From: Joe D'Souza [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, May 09, 2007 4:46 PM
To: ARS Discussion List
Cc: Chapman, Colin
Subject: RE: How to send email notification to a Group ?


Any errors in your Email logs??? Look up the AR Email Error Log form..
 
Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Chapman, Colin
Sent: Wednesday, May 09, 2007 4:41 PM
To: arslist@ARSLIST.ORG
Subject: How to send email notification to a Group ?


** 
Hi Listers,
 
I thought this would be easy, but I cannot figure out the
problem.
I want my escalation filter to send a Notify email to $Assigned
Group$
but no emails go out.
I have checked lots of settings, error logs, archives, KB,
guides etc. but no luck.
Originally I had Mecanism Email, and changed that to User
Default.
I am not using templates or include fields.
I have checked permisions of the group members, and their
Default Notification settings
The test group I am using only has two members.
Any ideas ?
 
TIV
 

Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]


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Re: Authentication problem in Remedy LDAP for passwords with special characters.

[strauss]

We are on Windows 2000/2003 servers / SQL Server 2000/2005 /
IIS5/6/Tomcat 5.5 but are also authenticating to eDir on Linux, and have
been since 2003 with 5.1.2 production systems and every ARS version
since then in test/development.  We even got SSL working (no fun at all
with certificates - easy with sTunnel). I have not seen problems with
special characters (certainly not # or *) and our password reset
interface to eDir requires at least one special character to be used.
The only special character to AVOID is the semi-colon, since the ODBC
driver that mid-tier and the User Tool use for crystal reporting will
consider it to be the end of the password and you will be unable to
authenticate over ODBC.
 
Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/ 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Prasan Katti
Sent: Thursday, August 09, 2007 3:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Authentication problem in Remedy LDAP for passwords with
special characters.


** The ARS server is running on Solaris 9 but the LDAP server is on Suse
Linux.


On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote: 

** 
What OS is the ARS Server running on?

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG ] On Behalf Of Prasan Katti
Sent: Thursday, August 09, 2007 2:51 PM
To: arslist@ARSLIST.ORG 
Subject: Authentication problem in Remedy LDAP for passwords
with special characters.

 


Hello Listers,
 
We have recently started using the AREA LDAP plugin to
authenticate our remedy users with the LDAP server.
We are cross referencing blank passwords and are having problems
authenticating users whose password contain special characters (#,@,&
etc).
We are able to authenticate these users against the LDAP server
using a different client (like LDAP Browser), so the problem could be
with the Remedy plugin.
The LDAP server is basically the Novell eDirectory used within
the organization.
If anybody here has faced similar problems before or if I am
missing something obvious (server settings?), please let me know.'
 
The server environment is ARS 6.3 patch 21, Tomcat 2.0.51
running on Oracle 9i database.
 
Thanks in advance,
Prasan.
 
 

__20060125___This posting was submitted with
HTML in it___ 


__20060125___This posting was submitted with HTML in
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Re: Inserting pause in workflow

[Grooms, Frederick W]

Do the PROCESS inside of a Set Fields Action

A Run Process action does not wait.  A PROCESS inside of a Set Fields
action waits for the external program to complete.

Fred 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Thursday, August 09, 2007 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Inserting pause in workflow

I could be mistaken about this, but I believe the way it works is, when
Remedy runs an external process, it does NOT wait for the external
process to finish executing before it continues workflow processing.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Thursday, August 09, 2007 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Inserting pause in workflow

Hello Everyone,

(ARS 7.01 patch 2, Linux server, Oracle 10.2 db)

How do you insert a pause in an active link or a filter?

I have heard that you should run a process then call that process.  So I
have a "pause" program on our server that says "sleep $1".  On the
server if I enter "/opt/remedy/HelpDesk/pause 10" it waits ten seconds
then returns the cursor.

So I set up both an active link and a filter to do the "pause 10"
command then send a message.
The active link does a "Run Process" of "@@:/opt/remedy/HelpDesk/pause
10".  The filter is the same but without the "@@:".  In both cases I get
the message right away.

The active link log shows:
   Process: /opt/remedy/HelpDesk/pause 10
  Success

The filter has a "`!" after it to make it run in phase 1, and the filter
log shows it running before the message, but the message still appears
right away.

What am I doing wrong?

Is there a better way of solving this altogether?  It seems like pausing
is such a normal thing to do that there should be a built-in Remedy
function.

Dwayne Martin
Computing Support
James Madison University

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Re: Inserting pause in workflow

[Heider, Stephen]

Another option is to use your RDBMS. For SQL Server, 

Set Fields SQL
WAITFOR DELAY '00:00:10'

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, August 09, 2007 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Inserting pause in workflow

Do the PROCESS inside of a Set Fields Action

A Run Process action does not wait.  A PROCESS inside of a Set Fields
action waits for the external program to complete.

Fred 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Thursday, August 09, 2007 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Inserting pause in workflow

I could be mistaken about this, but I believe the way it works is, when
Remedy runs an external process, it does NOT wait for the external
process to finish executing before it continues workflow processing.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Thursday, August 09, 2007 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Inserting pause in workflow

Hello Everyone,

(ARS 7.01 patch 2, Linux server, Oracle 10.2 db)

How do you insert a pause in an active link or a filter?

I have heard that you should run a process then call that process.  So I
have a "pause" program on our server that says "sleep $1".  On the
server if I enter "/opt/remedy/HelpDesk/pause 10" it waits ten seconds
then returns the cursor.

So I set up both an active link and a filter to do the "pause 10"
command then send a message.
The active link does a "Run Process" of "@@:/opt/remedy/HelpDesk/pause
10".  The filter is the same but without the "@@:".  In both cases I get
the message right away.

The active link log shows:
   Process: /opt/remedy/HelpDesk/pause 10
  Success

The filter has a "`!" after it to make it run in phase 1, and the filter
log shows it running before the message, but the message still appears
right away.

What am I doing wrong?

Is there a better way of solving this altogether?  It seems like pausing
is such a normal thing to do that there should be a built-in Remedy
function.

Dwayne Martin
Computing Support
James Madison University


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Re: Authentication problem in Remedy LDAP for passwords with special characters.

[Grooms, Frederick W]

Are you URL encoding the special characters inside the password
variable?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Prasan Katti
Sent: Thursday, August 09, 2007 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Authentication problem in Remedy LDAP for passwords with
special characters.


** 
Additionally, we have a custom login.jsp page and are basically using
the Java api to authenticate users as shown below:
 

ARServerUser ctx=new
ARServerUser(username,password,locale,server,port);
 try
 {
ctx.login();
auth= true;
  }
  catch(Exception e)
  {
auth = false; 
errMsg="Please check the username/password";
  }
  finally
  {
ctx.clear();
  }
if(auth)
{
 String
url="/arsys/servlet/ViewFormServlet?form=APPFORM&server="+server+"&usern
ame="+username+"&pwd="+password+"&mode=create"; 
 response.sendRedirect(url);
 }

Also, just found out that the passwords work fine with the default
login.jsp in the mid-tier. So could this problem have to do something
with the above code using Java api or the server JVM??
 
Thanks,
Prasan.

 
On 8/9/07, Prasan Katti <[EMAIL PROTECTED]> wrote: 

The ARS server is running on Solaris 9 but the LDAP server is on
Suse Linux. 



On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED] >
wrote: 

** 
What OS is the ARS Server running on?



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG ] On Behalf Of Prasan Katti
Sent: Thursday, August 09, 2007 2:51 PM
To: arslist@ARSLIST.ORG 
Subject: Authentication problem in Remedy LDAP for
passwords with special characters.

 


Hello Listers,
 
We have recently started using the AREA LDAP plugin to
authenticate our remedy users with the LDAP server.
We are cross referencing blank passwords and are having
problems authenticating users whose password contain special characters
(#,@,& etc).
We are able to authenticate these users against the LDAP
server using a different client (like LDAP Browser), so the problem
could be with the Remedy plugin.
The LDAP server is basically the Novell eDirectory used
within the organization.
If anybody here has faced similar problems before or if
I am missing something obvious (server settings?), please let me know.'
 
The server environment is ARS 6.3 patch 21, Tomcat
2.0.51 running on Oracle 9i database.
 
Thanks in advance,
Prasan.
 
 

__20060125___This posting was
submitted with HTML in it___ 



__20060125___This posting was submitted with HTML in
it___ 

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Re: Authentication problem in Remedy LDAP for passwords with special characters.

[Prasan Katti]

No..all the data is being posted as plain text. Should I encode the
password??
Also, I noticed that the Remedy login.jsp has  enctype="x-www-form-encoded"
in the  tag...would this make a difference?

Thanks,
Prasan.


On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
>
> ** Are you URL encoding the special characters inside the password
> variable?
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Prasan Katti
> *Sent:* Thursday, August 09, 2007 3:30 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Authentication problem in Remedy LDAP for passwords with
> special characters.
>
>
> ** Additionally, we have a custom login.jsp page and are basically using
> the Java api to authenticate users as shown below:
>
>
> ARServerUser ctx=new ARServerUser(username,password,locale,server,port);
>  try
>  {
> ctx.login();
> auth= true;
>   }
>   catch(Exception e)
>   {
> auth = false;
> errMsg="Please check the username/password";
>   }
>   finally
>   {
> ctx.clear();
>   }
> if(auth)
> {
>  String
> url="/arsys/servlet/ViewFormServlet?form=APPFORM&server="+server+"&username="+username+"&pwd="+password+"&mode=create";
>
>  response.sendRedirect(url);
>  }
>
> Also, just found out that the passwords work fine with the default
> login.jsp in the mid-tier. So could this problem have to do something with
> the above code using Java api or the server JVM??
>
> Thanks,
> Prasan.
>
>
> On 8/9/07, Prasan Katti <[EMAIL PROTECTED]> wrote:
> >
> > The ARS server is running on Solaris 9 but the LDAP server is on Suse
> > Linux.
> >
> > On 8/9/07, Grooms, Frederick W <[EMAIL PROTECTED] > wrote:
> > >
> > > ** What OS is the ARS Server running on?
> > >
> > >  --
> > > *From:* Action Request System discussion list(ARSList) 
> > > [mailto:arslist@ARSLIST.ORG
> > > ] *On Behalf Of *Prasan Katti
> > > *Sent:* Thursday, August 09, 2007 2:51 PM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* Authentication problem in Remedy LDAP for passwords with
> > > special characters.
> > >
> > >
> > >  Hello Listers,
> > >
> > > We have recently started using the AREA LDAP plugin to authenticate
> > > our remedy users with the LDAP server.
> > > We are cross referencing blank passwords and are having problems
> > > authenticating users whose password contain special characters (#,@,& 
> > > etc).
> > > We are able to authenticate these users against the LDAP server using
> > > a different client (like LDAP Browser), so the problem could be with the
> > > Remedy plugin.
> > > The LDAP server is basically the Novell eDirectory used within the
> > > organization.
> > > If anybody here has faced similar problems before or if I am missing
> > > something obvious (server settings?), please let me know.'
> > >
> > > The server environment is ARS 6.3 patch 21, Tomcat 2.0.51 running on
> > > Oracle 9i database.
> > >
> > > Thanks in advance,
> > > Prasan.
> > >
> > >
> > > __20060125___This posting was submitted with HTML
> > > in it___
> >
> >
> >
> __20060125___This posting was submitted with HTML in
> it___
> __20060125___This posting was submitted with HTML in
> it___
>

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Re: Days to hours in CR11

[Wacholz, Jeanette (Jenni)]

It sounds like you just need to create a formula in Crystal that
multiplies your "days" value by 24 and then display that value in your
report. Or if your days value is already being calculated by a formula
within Crystal, add one more level to that formula multiplying the
result by 24.

If I've misunderstood or oversimplified your question, my apologies! 

Jenni Wacholz
Remedy Administration
Coventry Health Care Inc
480-445-2517

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Doble
Sent: Thursday, August 09, 2007 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Days to hours in CR11

I have a report that displays portions of the day based on different
status histories. Is there a way to convert 1.65 days to 39.6 hours in
the report?
Sent from my Verizon Wireless BlackBerry


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Reconciliation Engine timeout errors

[Jake Taylor]

**




Dear listers,

Hope someone out there can help or provide some advice on these
database timeout errors we've been getting during the Merge activity on
our SMS to CMDB reconciliation job merge. Our DBA hasn't been of much
help.

[Thu Aug 09 2007 17:37:52.9139] [ ERROR ] [TID: 002571]  :  Class:
BMC_DiskDrive
[Thu Aug 09 2007 17:37:52.9139] [ ERROR ] [TID: 002571]  : 
Reconciliation IdentityId: OI-0C7751A43FB911DC9DEC8CFBBB29
[Thu Aug 09 2007 17:37:52.9328] [ ERROR ] [TID: 001286]  : Error in
updating instance for class  for instance id
::
[Thu Aug 09 2007 17:37:52.9328] [ ERROR ] [TID: 001286]  : 
ARERR[92] Timeout during database update -- the operation has been
accepted by the server and will usually complete successfully
[Thu Aug 09 2007 17:37:52.9328] [ ERROR ] [TID: 001286]  :  arden
[Thu Aug 09 2007 17:37:52.9331] [ ERROR ] [TID: 001286]  : ARERR[92]
Timeout during database update -- the operation has been accepted by
the server and will usually complete successfully
[Thu Aug 09 2007 17:37:52.9331] [ ERROR ] [TID: 001286]  :  arden
[Thu Aug 09 2007 17:37:52.9332] [ ERROR ] [TID: 001286]  : Merging of
record failed:
[Thu Aug 09 2007 17:37:52.9332] [ ERROR ] [TID: 001286]  :  Class:
BMC_DiskDrive
[Thu Aug 09 2007 17:37:52.9332] [ ERROR ] [TID: 001286]  : 
Reconciliation IdentityId: OI-0C5BE80E3FB611DCAB6F8CFBBB29

The system (and all the clients) then freeze and we just have to bounce
the AR Server to come back up. Any advice/tips would be appreciated!!

We're running ARS 7.01 p2, ITSM 7.0 p3, CMDB 2.01 on  AIX 5.3.

Thanks in advance!

-- 
Jake Taylor
NewYork-Presbyterian
Office: 212-585-6599
Mobile: 608-335-1514



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SRMS CTI

[Pedro Cardoso]

I suppose many of you are using the default SRMS (Service Request Management
System) version 1.0 (not the 2.0), I mean the Requester Console
RQC:SummaryDefinition and RQC:ServiceRequestWizard forms.



Can any share if you are using the option to show a different CTI (options
and order) for end-users mapping to real operational catalog CTI?  Do you
use a different approach? or Do you using the same CTI for Requester Console
and Operational Catalog.?



I think this helps to translate the very technical details from Operational
Catalog and make them easy to understand to end users.


Just I think there is missing the option to also map in the Requester
Summarys with the Product Catalog CTI to allow config more complex
assignment rules, think in a SAP environment.


Pedro
México

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Re: SRMS CTI

[Rick Cook]

Also know that the templates the users see are different than those that the
Support users see.  This can be useful, but can also be a pain to maintain.

Rick

On 8/9/07, Pedro Cardoso <[EMAIL PROTECTED]> wrote:
>
> **
>
> I suppose many of you are using the default SRMS (Service Request
> Management System) version 1.0 (not the 2.0), I mean the Requester Console
> RQC:SummaryDefinition and RQC:ServiceRequestWizard forms.
>
>
>
> Can any share if you are using the option to show a different CTI (options
> and order) for end-users mapping to real operational catalog CTI?  Do you
> use a different approach? or Do you using the same CTI for Requester Console
> and Operational Catalog.?
>
>
>
> I think this helps to translate the very technical details from
> Operational Catalog and make them easy to understand to end users.
>
>
> Just I think there is missing the option to also map in the Requester
> Summarys with the Product Catalog CTI to allow config more complex
> assignment rules, think in a SAP environment.
>
>
> Pedro
> México
>

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AR System 7.1.00 delayed until end of August / early September

[Easter, David]

All,

 

BMC has decided that more time is needed to ensure the quality of AR
System prior to release. Based on the tests that need to be completed to
verify AR System's quality in an enterprise environment consisting of
highly available architectures and multiple BMC Products, the management
team has extended the delivery date by several weeks.  We hope to make
it available on the web for download (a.k.a. Web GA) no later than
August 31st, 2007. The physical GA date for AR System will then be
Friday September 7th, 2007.

 

Because this extension is being used only to perform further testing,
the feature set has become solid enough that I have been granted
permission to share the "What's New" document that contains details on
the new features found in AR System 7.1.00.  This document can be found
on the new BMC Developer's Network at:

 

http://developer.bmc.com/jiveProd/entry.jspa?categoryID=501&externalID=1
926

 

Here's the quick bulleted list of features:

Enterprise features

*   Customer-driven license enforcement system 
*   Server security attack prevention 
*   Mid-tier security attack prevention for Tomcat installations 
*   Forcing and allowing password changes 
*   Web client IP address logging 
*   Safari browser support 
*   BMC Remedy Mid Tier performance (persistent cache) 
*   Prefetching specified forms 
*   Web services enhancements 
*   Multiple escalation pools 
*   HTTP tracing in the mid tier 
*   Broadened operating system support for Full Text Search on UNIX
and Linux

Server features 

*   Java plug-in server and plug-in API 
*   Updated AR System Java API 
*   Filter error handling 
*   Multiple Field API Calls 
*   Store database views with schema definitions 
*   Service workflow condition and active link action 
*   Disable status history recording and retrieval 
*   Simplified System Form Handling 
*   IBM DB2 9.1 support 
*   HP-UX 11i v3 support 
*   Novell SuSE Enterprise Linux support 
*   Red Hat Enterprise Linux 5 AS/ES support 
*   Enhanced support for Mozilla Firefox 2.0 support 
*   Enhanced support for Microsoft Internet Explorer 7.0 support

Client features 

*   BMC Remedy AR System Administration Console 
*   Data visualization field updates 
*   Results color in tree fields 
*   Page holder enhancements 
*   Ability to change labels for navigation bars 
*   Locale-aware table fields 
*   Customizable background color on rows 
*   Table refresh on interval 
*   Automatic maximizing of windows on target location for web
clients

Usability features 

*   Displaying version information 
*   Pop-up blockers 
*   Wait cursor 
*   Context (right-click) menus 
*   Rounded corner option for trim boxes

BMC Remedy Migrator features 

*   Enhancements to Differences report 
*   Enhancements to Results report 
*   Ignore Prefix option 
*   Packaged view migrations (ability to migrate a specific view and
its fields) 
*   Option to keep or delete dependency and database files

Of most interest to customers will be the first bullet - the
"Customer-driven license enforcement system".  Here's some more info on
that from the What's New document:

 

"Unlike previous versions, AR System 7.1.00 does not use license keys to
enforce limits for any license types except AR Server licenses. Instead,
customers must self enforce limits for all other AR System and
application license types, such as AR User Fixed, BMC Remedy AR FTS
Fixed, BMC:Asset Mgmt Application, and BMC:Change Mgmt User Floating.
Regardless of the type or number of licenses purchased by a customer, AR
System 7.1.00 administrators can add an unlimited number of most
licenses to their systems through the Add or Remove Licenses link in the
AR System Administration Console.

 

Using this link, administrators can also modify and remove licenses
whenever necessary. This enables them to meet users' AR System licensing
needs immediately without waiting for BMC Software to provide a key."

 

I'm sure this will generate a lot of questions and I will endeavor to
answer what I can on this forum both during this pre-release phase and
once the product is released.  This topic will also be covered in a
focused presentation at BMC UserWorld.  In addition, I will post a
second message right after this one that has an extensive FAQ.

 

I appreciate our customer's continued patience in releasing this new
product and look forward to answering questions and gathering feedback
on this new version of AR System.

 
Thanks,
 
David J. Easter
Product Line Manager   
AR System - BMC Service Management Business Unit

 

 

 

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<>

Regarding solutions table in the Requestor Console Wizard

[Sreekanth Gangavarapu]

Hi,

I am new to ITSM 7.0, i have a doubt with regard to the solutions getting
populated in the requestor console wizard.

When i open the requestor console and click on Create New Request
it opens the window to log the request, on the left hand side bottom i see
the Use solution Table,
where do i need to add information for this to show up, i am right now using
incident management only.

Thanks in advance,
Sreekanth.G

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FAQ for Customer enforced licensing model in AR System 7.1.00 part II

[Easter, David]

Q: How will BMC monitor my usage?

A: BMC will not actively monitor your usage.  BMC trusts its customers
to self-report their usage and notify BMC or BMC partner when licenses
are added or removed so that customer billing matches usage.

 

Q: You mean no one from BMC will ever check on my usage?

A: BMC reserves the right to audit any customer if it appears that a
misuse of licenses has occurred.  This would typically be initiated by
the customer sales representative and would typically involve an
interactive conversation with the customer to determine actual usage as
compared to purchases.

 

Q: Can I still request BMC to help me with my own self-audits?

A: Yes.  BMC will still assist those customers who wish to ensure that
they are in compliance with their license contracts.

 

Q: How will I know what I've purchased?

A: BMC can, upon request, provide a reconciliation report that documents
all purchases made.  These purchases can then be compared to the usage
report to determine compliance.  We hope to provide this report in the
future as a self-service option through Support Central.

 

Q: I've written my own AR System application and want to make sure I get
paid for licenses.  How will I do that if there are no keys?

A: While BMC does not require customer to submit their usage reports,
partners or independent developers may make such requirements of their
users.  This would enable a partner or independent developer to audit a
customer's usage remotely.

 

Q: If I've written my own application, do I have to change anything to
be able to use this new license key model on AR System 7.1.00?

A: No.  All license requests from the applications are unchanged.  In
other words, applications will still query the server to determine if an
application is licensed and AR System will still return the answer in
the same format as it currently uses.  The only difference is that AR
System will determine if there is a license without the need for a key.


 

Q: What about my existing AR System Server?  How will my licenses be
converted to this new model?

A: During an upgrade, AR System 7.1.00 will automatically convert an
existing .lic file to the new model.  In addition, after installation,
the ability to import a previously created .lic file will be available
within the Administration Console.

 

Q: So it will update the .lic file?

A: No.  Licensing in AR System 7.1.00 is now kept within the database,
not in a file.  The .lic file will no longer be needed in AR System
7.1.00.

 

Q: What about servergroups?  How will they work if there's no .lic file
anymore?

A: Servergroups will all point to a common database - and thus each
server in the group will have access to the same license information.
It is no longer necessary to have unique licenses for floating users,
for example, on each server.

 

Q: So can I have multiple rows of user licenses per server like I had in
my .lic file?

A: There is no need for this anymore.  Only one row per license type is
needed and represents the maximum number of licenses for that type.  For
example, if you used to have rows within the .lic file that represented
keys for 10, 15, and 30 users each; those rows would be collapsed into
one row that had 55 user licenses defined.

 

Q: But each server requires a unique key - so I need multiple rows for
servers, right?

A: Yes.  Servers are unique rows, so you will see one row per server.
However servers are the only license type that now requires multiple
rows.

 

Q: If I don't want to use an application anymore, how do I remove the
license?
A: The Administration Console still has the ability to delete any
license.  In addition, you can set the number of licenses for a given
application to "0" to indicate that it is unlicensed.

 

Q: Will trial licenses be available for applications?

A: Since no keys are used for applications, the concept of "trial" no
longer applies.  Trial licenses will be available for the AR System
server and will include an expiration date.

 

Q: So how can you control trial implementations?

A: BMC will monitor when software applications are downloaded from our
Electronic Product Distribution (EPD) site.  A BMC sales representative
will be contacting any customer that downloads software that they did
not purchase to assist in the trial process.

 

Q: This is all overwhelming.  Will any specific documentation be
provided on all these changes once AR System is released?

A: Yes.  There are special sections within the documentation that go
into detail on all these changes to ensure BMC customers understand the
new license key model and usage reports.

 

If you have other questions, feel free to post them and I will answer
them as best as I can.
 
Thanks,
 
David J. Easter
Product Line Manager   
AR System - BMC Service Management Business Unit


 

 

 

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FAQ for Customer enforced licensing model in AR System 7.1.00 part I

[Easter, David]

Q: Do I still need a key for AR System server?

A: Yes.  You will still need to obtain a key from BMC for each AR System
Server.  To expedite this process, we've already created a place where
you can get a temporary license key while you are waiting for your
permanent key to be sent to you.

 

You will need the following information to request a temporary license
key for trial usage or while the processing of your permanent key is
performed:

 

1.  Login to Support Central at  
http://www.bmc.com/support 

2.  Click on the
 Licensing and Passwords link 

3.  Click on the Request
 a Trial/Temporary License link 

4.  Agree to the End User License Agreement 

5.  Choose your product and enter the requested information 

6.  Click the Request License button 

7.  Your temporary license key will be sent via Email 

 NOTE: The keys generated on this page are 30 day trial keys. Remember
to return 
 to the Licensing page to obtain your permanent keys when
you are notified they
 are ready.

 

Q: So if I want to increase the number of AR System Fixed or Floating
Users on my licensed AR System server, do I need a key?

A: No.  You do not need a key.  To increase the number of users, you
will only need to go into the Administration Console and increase the
number of licenses.  You will then need to notify BMC or a BMC partner
that you have increased the number and wish to purchase the amount to
which you've increased.

 

Q: If I upgrade AR System Server to 7.1.00, but not my ITSM application
(e.g. Change Management), will I still need keys for my ITSM
application?

A: No.  License management is done by the server - so if you upgrade
your AR System server to 7.1.00, the applications will no longer require
a key to be licensed.

 

Q: So you're getting rid of licensing?

A: No.  We are removing the need for keys to license AR System based
applications, users, and add-ons.  A license is still required.
Licenses will still need to be purchased and entered into the AR System
Administration Console.  The big difference is that a key is no longer
required to enter that license.

 

Q: Does this change any licensing restrictions?

A: No.  Licenses behave just as they do in AR System today.  The
difference is that a key is no longer required to enter that license.

 

Q: How is license usage kept on the server?

A: To gather information about license usage, each AR System server
scans the system approximately every 45 minutes and writes the results
to a file named LicenseReport.txt.  This file contains a running log of
license usage for each license type.

 

Q: LicenseReport.txt - that's a text file?

A: Yes - and it is human readable.  It could also be used by developers
for other purposes such as long term trending of license usage.

 

Q: How will BMC ensure that the log file is not tampered with?

A: By moving to this license key model, BMC is extending its trust in
customers.  We expect that this file will not be tampered with beyond
expected maintenance actions - for example, backing the file up after a
billing period.  The file does contain an internal checksum that could
be used by BMC in extreme cases of misuse.

 

Q: How can I monitor my usage to ensure I'm not using more licenses than
I can afford?

A: To make sure that you are in compliance with your purchased licenses,
you can periodically generate a license usage report for each of your AR
System servers (including each server in a server group). The report
contains the following information:

- For AR System and application user floating licenses, the greatest
number of licenses in use at the same time during the period covered by
the report.

- For AR System and application user fixed licenses, the greatest number
of licenses assigned at the same time during the period covered by the
report.

- For applications or add-ons, whether the application or add-on has
been licensed.

 

Q: How do I generate that license usage report?

A: You can generate it from the Administration Console or through a
command line on the AR System server.  The report is written to a file
named ReportResult.csv.  If the report was generated from the console,
the csv file will be automatically transferred back to the client for
viewing in any .csv capable viewer (e.g. Excel).

 

Q: Can that report be run against a specific date range?

A: Yes, assuming that date range is captured in the LicenseReport.txt
log file.

 

Q: ReportResult.csv - that's another text file?  Couldn't that be
tampered with as well?

A: By moving to this license key model, BMC is extending its trust in
customers.  We expect that this file will not be tampered with if
presented to a BMC representative.  However, this file too has an
internal checksum that could be used 

Re: AR System 7.1.00 delayed until end of August / early September

[Ben Cantatore]

I'm glad that BMC is taking more time to throughly test the product.  This 
will cut down on fustrations when trying to implement it.

Thank you for the update.


Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



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

08/09/2007 08:40 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
AR System 7.1.00 delayed until end of August / early September






** 
All,
 
BMC has decided that more time is needed to ensure the quality of AR 
System prior to release. Based on the tests that need to be completed to 
verify AR System's quality in an enterprise environment consisting of 
highly available architectures and multiple BMC Products, the management 
team has extended the delivery date by several weeks.  We hope to make it 
available on the web for download (a.k.a. Web GA) no later than August 
31st, 2007. The physical GA date for AR System will then be Friday 
September 7th, 2007.
 
Because this extension is being used only to perform further testing, the 
feature set has become solid enough that I have been granted permission to 
share the ?What?s New? document that contains details on the new features 
found in AR System 7.1.00.  This document can be found on the new BMC 
Developer?s Network at:
 
http://developer.bmc.com/jiveProd/entry.jspa?categoryID=501&externalID=1926
 
Here?s the quick bulleted list of features:
Enterprise features
Customer-driven license enforcement system 
Server security attack prevention 
Mid-tier security attack prevention for Tomcat installations 
Forcing and allowing password changes 
Web client IP address logging 
Safari browser support 
BMC Remedy Mid Tier performance (persistent cache) 
Prefetching specified forms 
Web services enhancements 
Multiple escalation pools 
HTTP tracing in the mid tier 
Broadened operating system support for Full Text Search on UNIX and Linux
Server features 
Java plug-in server and plug-in API 
Updated AR System Java API 
Filter error handling 
Multiple Field API Calls 
Store database views with schema definitions 
Service workflow condition and active link action 
Disable status history recording and retrieval 
Simplified System Form Handling 
IBM DB2 9.1 support 
HP-UX 11i v3 support 
Novell SuSE Enterprise Linux support 
Red Hat Enterprise Linux 5 AS/ES support 
Enhanced support for Mozilla Firefox 2.0 support 
Enhanced support for Microsoft Internet Explorer 7.0 support
Client features 
BMC Remedy AR System Administration Console 
Data visualization field updates 
Results color in tree fields 
Page holder enhancements 
Ability to change labels for navigation bars 
Locale-aware table fields 
Customizable background color on rows 
Table refresh on interval 
Automatic maximizing of windows on target location for web clients
Usability features 
Displaying version information 
Pop-up blockers 
Wait cursor 
Context (right-click) menus 
Rounded corner option for trim boxes
BMC Remedy Migrator features 
Enhancements to Differences report 
Enhancements to Results report 
Ignore Prefix option 
Packaged view migrations (ability to migrate a specific view and its 
fields) 
Option to keep or delete dependency and database files
Of most interest to customers will be the first bullet - the 
?Customer-driven license enforcement system?.  Here?s some more info on 
that from the What?s New document:
 
?Unlike previous versions, AR System 7.1.00 does not use license keys to 
enforce limits for any license types except AR Server licenses. Instead, 
customers must self enforce limits for all other AR System and application 
license types, such as AR User Fixed, BMC Remedy AR FTS Fixed, BMC:Asset 
Mgmt Application, and BMC:Change Mgmt User Floating. Regardless of the 
type or number of licenses purchased by a customer, AR System 7.1.00 
administrators can add an unlimited number of most licenses to their 
systems through the Add or Remove Licenses link in the AR System 
Administration Console.
 
Using this link, administrators can also modify and remove licenses 
whenever necessary. This enables them to meet users? AR System licensing 
needs immediately without waiting for BMC Software to provide a key.?
 
I?m sure this will generate a lot of questions and I will endeavor to 
answer what I can on this forum both during this pre-release phase and 
once the product is released.  This topic will also be covered in a 
focused presentation at BMC UserWorld.  In addition, I will post a second 
message right after this one that has an extensive FAQ.
 
I appreciate our customer?s continued patience in releasing this new 
product and look forward to answering questions and gathering feedback on 
this new version of AR System.
 
Thanks,
 
David J. Easter
Product Line Manager

AR System - BMC Service Management Business Unit
 
 
 
__20060125___This posting was submitted with HTML in 
it___ 
<>

URGENT - ITSM 7 performance issue - help needed - SOLVED

[ZHANG, ERIC L]

Many thanks to all those who replied to the list and sent me email 
directly.

After 8 days 12 hours, the issue has been resolved by changing a file 
system setting on Oracle database server.  The setting "mincache" was
set 
to "direct".  After we implemented the change at noon today, saving a
new 
incident took only 1-2 seconds, down from over 2 minutes in some cases!

The BMC support engineer (thanks to Virginia Burnham) looked at all the 
loggings I collected and identified that writing BLOBs to disk took too 
long. The incident table happens to have quite a few BLOB columns. 
The "mincache" setting was recommended by Oracle/Veritas for 
Oracle/Solaris platform using Veritas file system. This was a 
recommendation by Virginia on Tuesday but was not implemented until
today 
after all the evidences showed that BLOG writing to disk took very long 
time.

If you have Oracle/Solaris platform using Veritas file system, you may 
want to consider setting "mincache" to "direct" with your ITSM 7 
implementation. It may save you some sleepless nights.

Eric Zhang
Sr. IT Consultant
Entergy Services, Inc.
(501) 377-5815

On Wed, 8 Aug 2007 23:25:34 -0500, ZHANG, ERIC L <[EMAIL PROTECTED]> 
wrote:

>I post this earlier today but don't see it on the list.  I am trying
>again.  I apologize if you already saw this.
>
>-Original Message-
>From: Eric Zhang [mailto:[EMAIL PROTECTED] 
>Sent: Wednesday, August 08, 2007 12:21 PM
>To: [EMAIL PROTECTED]
>Cc: ZHANG, ERIC L
>Subject: URGENT - ITSM 7 performance issue - help needed
>
>Hello, all.
>
>We have been struggling with ITSM 7 performance since it went live on 
>8/1.  The performance is getting worse and worse for all the
operations:
>
>search, create, and update.  At the begging, it's the creating incident

>that took more that 40 seconds to complete.  Now it's all the
>operations, 
>primarily on Incident.  The incident ticket update can take up to 3 
>minutes now.  We opened a critical ticket to BMC support but so far we 
>haven't received a solution that improves the performance.
>
>Our configurations:
>
>ARS 7.0.01 no patch on Solaris 9
>Database is Oracle 10gR2 on another Solaris 9 box 
>Midtier is on Wintel 2003 IIS server (Only for requesters)
>ITSM (including Incident and Change) 7.0.02 patch 3
>
>I have been sending all kinds of loggings to BMC.  The first suggestion

>from BMC was to set Oracle-Cursor-Sharing to FORCES.  That didn't help.
>
>The other suggestion was to change a Veritas setting
("mincache=direct")
>
>on the database server.  But our DBA, UNIX. and Storage people all 
>rejected the idea because 1) that fix is for bulk data import 2) they
>had 
>very experienced with that setting, which produced high IO waits and
>worse 
>overall daily performance.
>
>Thanks in advance for your help.
>
>Eric Zhang
>Sr. IT Consultant
>Entergy Services, Inc.
>(501) 377-5815
>
>___
___
_
>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
ARSlist:"Where 
the Answers Are"
>===
=

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Answers Are"

6.0.1 to 7.0.1 upgrade problem...

[Vincent RIEDWEG]

Hi all,

 

I have the following problem upgrading AR System from 6.0.1 to 7.0.1
Patch 3.

 

During the installation process before the stage 5, the AR System server
never start.

 

The AR System server crash with ARERR 36.

 

In the ar_install.log, I can find the following :

Running DB upgrade. This may take several minutes  Upgrade status:
255

done.

 

The arsql.log seems to be too small and the DB doesn't seems to be
upgraded.

/*   Wed Aug  1 11:45:47 2007 */  SQL Trace Log -- ON

/*   Wed Aug  1 11:45:47 2007 */  CONNECT ARAdmin

/*   Wed Aug  1 11:45:48 2007 */  SELECT BANNER FROM V$VERSION

/*   Wed Aug  1 11:45:48 2007 */  OK

/*   Wed Aug  1 11:45:48 2007 */  ALTER SESSION SET NLS_COMP=BINARY

/*   Wed Aug  1 11:45:48 2007 */  OK

/*   Wed Aug  1 11:45:48 2007 */  ALTER SESSION SET NLS_SORT=BINARY

/*   Wed Aug  1 11:45:48 2007 */  OK

/*   Wed Aug  1 11:45:48 2007 */  SELECT dbVersion FROM control

/*   Wed Aug  1 11:45:49 2007 */  OK

/*   Wed Aug  1 11:45:49 2007 */  COMMIT WORK

/*   Wed Aug  1 11:45:49 2007 */  INSERT INTO servgrp_op_mstr VALUES
('Reconciliation Engine', -1, 'Reconciliation-Engine-Suspended:',
'SG-Check-Config', 'Reconciliation-CHK-CONFIG;Reconciliation')

/*   Wed Aug  1 11:45:50 2007 */  OK

/*   Wed Aug  1 11:45:50 2007 */  INSERT INTO servgrp_op_mstr VALUES
('CMDB', -1, 'CMDB-Service-Suspended:', 'SG-Check-Config',
'CMDB-CHK-CONFIG;CMDB')

/*   Wed Aug  1 11:45:51 2007 */  OK

/*   Wed Aug  1 11:45:51 2007 */  DELETE FROM servgrp_op_mstr WHERE
operation = 'Full Text Index'

/*   Wed Aug  1 11:45:51 2007 */  OK

/*   Wed Aug  1 11:45:51 2007 */  SELECT schemaId FROM field WHERE
fieldId = 731

/*   Wed Aug  1 11:45:52 2007 */  OK

/*   Wed Aug  1 11:45:52 2007 */  COMMIT WORK

/*   Wed Aug  1 11:45:52 2007 */  UPDATE control SET dbVersion = 21

/*   Wed Aug  1 11:45:52 2007 */  OK

/*   Wed Aug  1 11:45:52 2007 */  COMMIT WORK

/*   Wed Aug  1 11:45:52 2007 */  ALTER TABLE support_file MODIFY (
fileContent blob )

/*   Wed Aug  1 11:45:52 2007 */  OK

/*   Wed Aug  1 11:45:52 2007 */  ALTER INDEX support_file_ind REBUILD

/*   Wed Aug  1 11:45:52 2007 */  OK

/*   Wed Aug  1 11:45:52 2007 */  ALTER TABLE field_attach ADD (
fullTextOptions number(15,0) NULL )

/*   Wed Aug  1 11:45:53 2007 */  OK

/*   Wed Aug  1 11:45:53 2007 */  CREATE TABLE user_cacheY22 (serverId
number(15,0) not null,entryId varchar(15) not null,userName varchar(254)
not null,password varchar(255) NULL,authUserName varchar(254)
NULL,shortAuthString varchar(255) NULL,longAuthString clob
NULL,licensePool varchar(30) NULL,email varchar(255) NULL,notifyMech
number(15,0) NULL,licType number(15,0) NULL,licTypeFText number(15,0)
NULL,licTypeReserv1 number(15,0) NULL,licTypeApp clob NULL,timestamp
number(15,0) NULL,validateKey varchar(30) NULL,shortGroup varchar(255)
NULL,longGroup clob NULL,shortCompGroup varchar(255) NULL,longCompGroup
clob NULL,fixedLicChange clob NULL,badPwd number(15,0) NULL,badPwdTotal
number(15,0) NULL,pwdChange number(15,0) NULL)

/*   Wed Aug  1 11:45:53 2007 */  OK

/*   Wed Aug  1 11:45:53 2007 */  CREATE UNIQUE INDEX user_cache_ind6 ON
user_cacheY22 (userName)

/*   Wed Aug  1 11:45:53 2007 */  OK

/*   Wed Aug  1 11:45:53 2007 */  INSERT INTO user_cacheY22 (serverId,
entryId,
userName,password,authUserName,shortAuthString,licensePool,email,
notifyMech,licType,licTypeFText,licTypeReserv1,licTypeApp,timestamp,vali
dateKey,shortGroup,longGroup,shortCompGroup,longCompGroup,fixedLicChange
,badPwd,badPwdTotal,pwdChange) SELECT serverId, entryId,
userName,password,authUserName,authString,licensePool,email,
notifyMech,licType,licTypeFText,licTypeReserv1,licTypeApp,timestamp,vali
dateKey,shortGroup,longGroup,shortCompGroup,longCompGroup,fixedLicChange
,badPwd,badPwdTotal,pwdChange FROM user_cache

/*   Wed Aug  1 11:45:53 2007 */  ROLLBACK WORK

/*   Wed Aug  1 11:45:53 2007 */  CREATE TABLE support_fileY22(fileType
number(15,0) not null,id number(15,0) not null,id2 number(15,0) not
null,fileId number(15,0) not null,timestamp number(15,0) not
null,fileContent long raw NULL)

/*   Wed Aug  1 11:45:53 2007 */  OK

/*   Wed Aug  1 11:45:53 2007 */  INSERT INTO support_fileY22
(fileType,id,id2,fileId,timestamp,fileContent) SELECT
fileType,id,id2,fileId,timestamp,fileContent FROM support_file

/*   Wed Aug  1 11:45:53 2007 */  OK

/*   Wed Aug  1 11:45:53 2007 */  COMMIT WORK

/*   Wed Aug  1 11:45:53 2007 */  DROP TABLE support_file

/*   Wed Aug  1 11:45:54 2007 */  OK

/*   Wed Aug  1 11:45:54 2007 */  RENAME support_fileY22 TO support_file

/*   Wed Aug  1 11:45:54 2007 */  OK

/*   Wed Aug  1 11:45:54 2007 */  CREATE UNIQUE  INDEX support_file_ind
ON support_file (fileType, id, id2, fileId)

/*   Wed Aug  1 11:45:54 2007 */  OK

/*   Wed Aug  1 11:45:54 2007 */  ALTER TABLE field_attach DROP COLUMN
fullTextOptions

/*   Wed Aug  1 11:45:54 2007 */  OK

/*   Wed Aug  1 11:45:54 2007 */  DROP TABLE user_cacheY22

/*   Wed Aug  1 11:45:55 2007 */  OK

/*   Wed Aug  1 11:45:55 2007 */