Re: rrrFlash

[Misi Mladoniczky]

Hi Chad,

I have used it a couple of times myself at various customer sites.

The only thing required in the data-form is one date/time-field for
start/new/open, and one date/time/field for stop/close. The Status-History
field will usually be perfect.

To call it, you will only need to create a single Active-Link that opens
the dialog-form.

You can also modify it sligthly to integrate the graph into your own form
- not opening a dialog.

Use the cache-functionality to improve performance if you are going to
display the same graph frequently.

In any event we have had 236 downloads of RRR|Flash, but very little
feedback. I guess this can mean much or nothing ;-)

Here is the documentation for RRR|Flash: https://www.rrr.se/c/doc/rrrflash/

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

> Has anyone used the free rrrFlash product from RRR? I downloaded the
> sample a while back and it looks pretty good for something free that
> requires no install. It would take quite a bit of workflow though. I'm
> wondering if anyone has implemented their own custom flashboards like
> his sample. Also wondering if there were any enhancements you can share
> that maybe you developed in your own app?
>
>
>
> Thanks,
>
> Chad Hall  | A c x i o m  I n f o r m a t i o n  S y s t e m s
>
> 501-342-2650 office | 501-472-1379 wireless | 501-342-3911 fax
> 301 E. Dave Ward Drive | Conway, AR 72032 | USA | www.acxiom.com
>
>
>
> ACXIOM(r)   WE MAKE INFORMATION INTELLIGENTTM
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AR not selecting groups from User form after AREA login

[sdk]

Hi,

I am writing a simple AREA plugin that validates a user based on
theIPof the Mid-Tier machine. The validation seems to be working ok,
butthe user does not get giventhe groups correctly. I have filled in
theresponse correctly based onthe instructions in the manuals...

(*response)->groups = NULL;

... which, according to the manual, tells Remedy to use the
groupsinthe User form for this user name. This doesn't seem to be
happening.Does anyone know if there are setting elsewhere that are
requiredtotell Remedy that the groups need to come from the User
form?

Cheers

Simon

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Re: refreshing a ticket?

[Carey Matthew Black]

Andrew,

There is a fairly simple way to do this. You need to refresh the table
field with the field ID 1020. The run process
PERFORM-ACTION-TABLE-REFRESH 1020 should get the job done.

I think that should work for any window OPERATION except Dialog. (but
that OPERATION should not produce the error that you mentioned. So I
think you should be ok.)

BTW: You did not mention what ARS version your on. So my suggestion
should work in v6.3 and above. (Maybe in an earlier version too, but I
did not check.)

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.



On 10/22/07, Andrew Hicox <[EMAIL PROTECTED]> wrote:
> Hello everyone:
>
> I have a an active link that fires  a push fields into a supporting
> form when the user clicks a button. Depending on some workflow,
> pushing to this supporting form may trigger further workflow which
> might in some cases push data back into the record the user clicked
> the button from. Resulting in the "someone else has modified this
> record" state.
>
> I call the "commit changes" action before I push the data to the
> supporting form. However, I need a way, once everything finishes
> firing, to force the client to reload the record that is currently
> being modified.
>
> Amazingly, there appears to be no run-process action for this? I
> thought for sure there'd be something like that.
>
> Does anyone know a way to have an active link reload the current
> record? Or any better solution to my problem?
>
> thanks everyone,
>
> -Andrew
>
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Re: arplugin Java Error encounter after applying V701 Patch 4

[Rick Cook]

We had a problem with arplugin when processing SRM data.  It finally stopped
when our server's virtual image completely crashed and burned.  Since
rebuilding the VM, it hasn't recurred.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, October 22, 2007 7:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: arplugin Java Error encounter after applying V701 Patch 4

If you were on Solaris, I would say "use the libumem memory allocator", but
I don't know of an equivalent for Linux.  libumem is nice because it makes
it very easy to track down what corrupts the stack, as it forces a core dump
and exits on a bad operation, from which you can get a stack trace.  You can
even step through the operations if you can reproduce the problem, viewing
the data and function calls using mdb (or was it dbx).

Axton

On 10/22/07, PC Wai <[EMAIL PROTECTED]> wrote:
> Thanks Axton!
>
> I still could not figure out what is wrong yet. But, it does not seems to
be the patch 4 problem. I have a ticket open in BMC Remedy but the tech
support is not helpful at all. The support is very very bad now.
>
> Regards
> PC
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Tuesday, October 16, 2007 11:53
> To: arslist@ARSLIST.ORG
> Subject: Re: arplugin Java Error encounter after applying V701 Patch 4
>
> Check the referenced log.  Chances are something corrupted the stack.
> Are you running any custom plug-ins (*.so) with the arplugin server?
> If so, you may consider attaching a debugger to them and making sure they
are not doing bad things.
>
> Axton Grams
>
> On 10/16/07, PC Wai <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> > Hi Listers,
> >
> > I am having problem in the arplugin after applying the new version
> > 7.0.1 patch 4 from patch 1.
> >
> > # An unexpected error has been detected by HotSpot Virtual Machine:
> > #
> > #  SIGSEGV (0xb) at pc=0x080b1e73, pid=15972, tid=3076420256 # # 
> > Java
> > VM: Java HotSpot(TM) Server VM (1.4.2_13-b06 interpreted mode) # 
> > Problematic frame:
> > # C  [arplugin+0x69e73]
> > #
> > # An error report file with more information is saved as 
> > hs_err_pid15972.log # # If you would like to submit a bug report, 
> > please visit:
> > #   http://java.sun.com/webapps/bugreport/crash.jsp
> > #
> >
> > ARS 701 patch 4
> > Red Hat 3
> > Oracle 10g2
> > Java 142
> >
> > The error only occurs when shutting down the server with email engine.
> > Please help!
> >
> > Regards
> > PC Wai
> > Senior Software Specialist
> > NSO/NITO Shared Infrastructure Operations - Remedy TELUS Corporation 
> > Inc.
> >
> >  __20060125___This posting was submitted with 
> > HTML in it___
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> ARSlist:"Where the Answers Are"
>
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Re: arplugin Java Error encounter after applying V701 Patch 4

[Axton]

If you were on Solaris, I would say "use the libumem memory
allocator", but I don't know of an equivalent for Linux.  libumem is
nice because it makes it very easy to track down what corrupts the
stack, as it forces a core dump and exits on a bad operation, from
which you can get a stack trace.  You can even step through the
operations if you can reproduce the problem, viewing the data and
function calls using mdb (or was it dbx).

Axton

On 10/22/07, PC Wai <[EMAIL PROTECTED]> wrote:
> Thanks Axton!
>
> I still could not figure out what is wrong yet. But, it does not seems to be 
> the patch 4 problem. I have a ticket open in BMC Remedy but the tech support 
> is not helpful at all. The support is very very bad now.
>
> Regards
> PC
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Axton
> Sent: Tuesday, October 16, 2007 11:53
> To: arslist@ARSLIST.ORG
> Subject: Re: arplugin Java Error encounter after applying V701 Patch 4
>
> Check the referenced log.  Chances are something corrupted the stack.
> Are you running any custom plug-ins (*.so) with the arplugin server?
> If so, you may consider attaching a debugger to them and making sure they are 
> not doing bad things.
>
> Axton Grams
>
> On 10/16/07, PC Wai <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> > Hi Listers,
> >
> > I am having problem in the arplugin after applying the new version
> > 7.0.1 patch 4 from patch 1.
> >
> > # An unexpected error has been detected by HotSpot Virtual Machine:
> > #
> > #  SIGSEGV (0xb) at pc=0x080b1e73, pid=15972, tid=3076420256 # # Java
> > VM: Java HotSpot(TM) Server VM (1.4.2_13-b06 interpreted mode) #
> > Problematic frame:
> > # C  [arplugin+0x69e73]
> > #
> > # An error report file with more information is saved as
> > hs_err_pid15972.log # # If you would like to submit a bug report,
> > please visit:
> > #   http://java.sun.com/webapps/bugreport/crash.jsp
> > #
> >
> > ARS 701 patch 4
> > Red Hat 3
> > Oracle 10g2
> > Java 142
> >
> > The error only occurs when shutting down the server with email engine.
> > Please help!
> >
> > Regards
> > PC Wai
> > Senior Software Specialist
> > NSO/NITO Shared Infrastructure Operations - Remedy TELUS Corporation
> > Inc.
> >
> >  __20060125___This posting was submitted with HTML
> > in it___
>
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> Answers Are"
>
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Re: 6.3 vs 7.0.1 slowness

[Wheeler, Dylan]

Thanks for the info Joe,
The suggestions didn't help so it looks like I'm going to have to roll
it back to 6.3
Can't have the CEO trying to use the application and the only
explanation I have for why it's taking 5x longer is because we upgraded
lol.
- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, October 18, 2007 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 vs 7.0.1 slowness


** 
If you have just performed an upgrade, you might want to flush
your transaction logs. When transaction logs are full it usually slows
down the response from the database. Log into the SQL Query Analyzer or
any other SQL client tool you have that you run your SQL transactions
when necessary. 

Then run the following to flush your transaction logs assuming
the name of your AR System database is ARSystem
Backup log ARSystem with truncate_only;
 
This would truncate your transaction logs.
 
After this as an optional step, you might want to shrink the
database too and then resize both the data and log files for the
ARSystem database. Give it sufficient free space for the data file, and
keep the transaction log file to about at least half the size of the log
files. (You can perform the shrink and the resize operations using the
MS-SQL Enterprise manager)
 
Cheers

 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Wheeler, Dylan
Sent: Thursday, October 18, 2007 6:28 PM
To: arslist@ARSLIST.ORG
Subject: 6.3 vs 7.0.1 slowness


** 
Does 7x require a hefty server?
I have a server that we upgraded from 6.3 to 7.0.1. One
of my refreshes was a bit lagging before but now it is a lot slower.
It's a Dual 2.8G Xeon HT box with 4G of RAM, local MS
SQL install. Right now it's pretty much a development box with only 1 or
2 people connecting to it.
 
I have a display only form on there that has a table.
The table refresh on 6.3 patch 21 took about 2-3 minutes. That was
expected though because of all I was doing with it. Building a pretty
hefty query and then displaying about 2500 records with no paging.
With the box now on 7.0.1 patch 4 with the same code,
same amount of records, the table refresh takes about 15 minutes.
 
I also notice that if I use the 7.0.1 or 7.1 admin and
client tool to connect to my 6.3 boxes it takes a lot longer to perform
things then with my 6.3 tools.
Curious if it's just me or if others are seeing this as
well.

- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]
 

__20060125___This posting was submitted with
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contain privileged, confidential and/or proprietary information about Downey 
Savings or its customers, which Downey Savings does not intend to disclose to 
the public.  If you received this message by mistake, please notify the sender 
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Re: ARFPERL v7.1

[Simon Taylor]

RHEL Linux x86_64
Had 64 bit perl installed
Installed the 32 bit libraries since ARS couldnt see the 64 bit shared
object i built.
Recompiled and linked using 32 bit libraries.
So i now have a 32 bit shared object.

ARS env variables
LD_LIBRARY_PATH=:/u01/app/arsystem/bin:
/usr/lib/oracle/10.2.0.3/client/lib:
/usr/java/jdk1.5.0_13/jre/lib/i386/native_threads:
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE

[EMAIL PROTECTED] bin]$ file arfperl.so
arfperl.so: ELF 32-bit LSB shared object, Intel 80386, version 1 (SYSV),
not stripped


ldd arfperl.so
linux-gate.so.1 =>  (0xe000)
libperl.so =>
/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE/libperl.so
(0xf7ec4000)
libnsl.so.1 => /lib/libnsl.so.1 (0xf7e88000)
libpthread.so.0 => /lib/tls/i686/libpthread.so.0 (0xf7e77000)
libc.so.6 => /lib/tls/i686/libc.so.6 (0xf7d63000)
libresolv.so.2 => /lib/libresolv.so.2 (0xf7d51000)
libdl.so.2 => /lib/libdl.so.2 (0xf7d4c000)
libm.so.6 => /lib/tls/i686/libm.so.6 (0xf7d29000)
libcrypt.so.1 => /lib/libcrypt.so.1 (0xf7cfc000)
libutil.so.1 => /lib/libutil.so.1 (0xf7cf8000)
/lib/ld-linux.so.2 (0x56555000)

I thought the above looked good since it all points to the 32 bit
libraries.

Makefile looks like:-
-START MAKE
PLUGIN   = arfperl.so
OBJECTS  = arfperl.o

PERL_ARCH = linux-i386
PERL_DIR  = /usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE/
ARS_DIR   = /u01/app/arsystem/api/include


RM   = rm -f


#CFLAGS=-m32 CPPFLAGS=-m32 CCASFLAGS=-m32 LDFLAGS="-L/usr/lib -L/lib" \
# Compiler flags.
CC   = gcc
CFLAGS   = -m32 -D_REENTRANT -D_FILE_OFFSET_BITS=64 -D_GNU_SOURCE -g
-fPIC -fno-strict-aliasing -mno-align-double -shared
#CFLAGS   = -g -fPIC -mno-align-double -shared -D_REENTRANT
-D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe
LDFLAGS  = --verbose -t -shared
#
#CPPFLAGS = -I../../../include -I$(PERL_DIR) -I$(ARS_DIR)
CPPFLAGS = -m32 -I/usr/local/include -I/usr/include/gdbm
-I../../../include -I$(PERL_DIR) -I
$(ARS_DIR) -R$(PERL_DIR)
#LDLIBS   = -lperl -lnsl -lw -lpthread
LDLIBS   = -lperl -lnsl -lpthread

# Standard targets.
all: $(PLUGIN)

$(PLUGIN): $(OBJECTS)
$(CC) $(CPPFLAGS) -o $(PLUGIN) $(OBJECTS) $(LDFLAGS) $(LDLIBS)

clean:
$(RM) $(PLUGIN) $(OBJECTS) core

-END MAKE

-START PERL -V -
Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
  Platform:
osname=linux, osvers=2.6.9-22.18.bz155725.elsmp,
archname=x86_64-linux-thread-multi
uname='linux hs20-bc1-3.build.redhat.com 2.6.9-22.18.bz155725.elsmp
#1 smp thu nov 17 15:34:08 est 2005 x86_64 x86_64 x86_64 gnulinux '
config_args='-des -Doptimize=-O2 -g -pipe -m64 -Dversion=5.8.5
-Dmyhostname=localhost [EMAIL PROTECTED] -Dcc=gcc -Dcf_by=Red
Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Dlibpth=/usr/local/lib64
/lib64 /usr/lib64 -Dprivlib=/usr/lib/perl5/5.8.5
-Dsitelib=/usr/lib/perl5/site_perl/5.8.5
-Dvendorlib=/usr/lib/perl5/vendor_perl/5.8.5
-Darchlib=/usr/lib64/perl5/5.8.5/x86_64-linux-thread-multi
-Dsitearch=/usr/lib64/perl5/site_perl/5.8.5/x86_64-linux-thread-multi
-Dvendorarch=/usr/lib64/perl5/vendor_perl/5.8.5/x86_64-linux-thread-mult
i -Darchname=x86_64-linux -Dvendorprefix=/usr -Dsiteprefix=/usr
-Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid
-Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog
-Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005
-Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3
5.8.2 5.8.1 5.8.0'
hint=recommended, useposix=true, d_sigaction=define
usethreads=define use5005threads=undef useithreads=define
usemultiplicity=define
useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
use64bitint=define use64bitall=define uselongdouble=undef
usemymalloc=n, bincompat5005=undef
  Compiler:
cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
optimize='-O2 -g -pipe -m64',
cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
-fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm'
ccversion='', gccversion='3.4.6 20060404 (Red Hat 3.4.6-2)',
gccosandvers=''
intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678
d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16
ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t',
lseeksize=8
alignbytes=8, prototype=define
  Linker and Libraries:
ld='gcc', ldflags =''
libpth=/usr/local/lib64 /lib64 /usr/lib64
libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread
-lc
perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
libc=/lib/libc-2.3.3.so, so=so, useshrplib=true, libperl=libperl.so
gnulibc_version='2.3.4'
  Dynamic Linking:
dlsr

Re: Help with redirection which does not break RKM

[strauss]

I recall the silent install within RKM defaulting to C:\Program files,
but after years of watching Windows updates grow and grow until the C:
drive fills up (on machines built like yours), I have been building my
new web servers with one big C: drive, period, so that isn't an issue
for me now.  If it were, I would install Tomcat first from some other
source - in the path I required, then make sure it was the only Tomcat
instance running when I ran the RKM installer.  No, RKM and mid-tier
cannot share the same port, because the second instance will not even
start on 8080 if another is already running there.  Since you are going
to set all active link references to RKM manually, you can use whatever
port you want.
 
The only downside to running two (or more) instances of Tomcat on the
same server is that only ONE gets to use the little Configure Tomcat
applet to manage it, normally the first one installed.  My understanding
is that it is just a wrapper on the first instance of Tomcat installed;
the rest have to be managed simply as Windows services as long as they
are installed that way.  You have to set the memory allocations directly
in the registry for the other instances without the "assistance" of the
Apache Tomcat Properties dialog box.  Since you are providing separate
memory allocations to the Tomcat instances under mid-tier and RKM, there
is no competing for resources if the box has enough RAM.  I had been
giving each instance between 512 or 1024 and 1536, but have scaled back
to 512 and 1024 on the current test mid-tier based upon the latest
performance tuning guide for BSM.  I don't remember seeing mid-tier use
more than 6 or 700 mb anyway (during a prefetch of multiple applications
- no longer supported in 7.1).  It might if I had dozens of simultaneous
users, but we will run out of licenses first.  Usually it is running
closer to 400-500 mb of RAM for mid-tier; RKM is at only at about 80 mb.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://itsm.unt.edu/ 


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.
Sent: Monday, October 22, 2007 3:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with redirection which does not break RKM


** 

Thanks for the suggestion Chris.

 

I'd thought about running separate Tomcat instances, one for
each application, but have never done anything like that before.  Any
gotchas to maintaining separate instances?  What's all involved to set
them up initially, just running the RKM and MidTier installers?

 

Further, I did notice that RKM bundles Tomcat 5.5.20 whilst
MidTier uses 5.5.17.  My preference has been to install MidTier first,
then RKM.  So when it comes to installing RKM, I tell it to use Tomcat
but not to install it and that I'll setup everything "manually".

 

I did perform a setup once under the guidance of Darren Twede
with KMXperts/BMC where, when attempting to solve the image/attachment
issue only and not knowing about the redirection bug, he told me to
install RKM first, and then the MidTier.  The only thing about this that
left a bad taste in my mouth was that the RKM installer does a silent
Tomcat install and does not let you choose where it'll be located (e.g.
it forces C:\Program Files\).  Has this been your experience as well?
We typically have a small C: partition as just the OS and create a large
D: partition for all applications.

 

I do have a virtual machine I can play with though, so I'm open
to the dual Tomcat instance scenario you mentioned.  Do you notice any
performance improvements/penalties running two Tomcat instances for
MidTier/RKM versus a single instance?  How do you get both instances to
listen on the same port?

 

Ben

 


  _  


From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, October 22, 2007 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with redirection which does not break RKM

 

My assumption is that you are running mid-tier and RKM on the
same Tomcat instance.  I have had much better luck running them on their
own instances of Tomcat - mid-tier installs 5.5.17 and RKM installs
5.5.20 when you tell them to install their own bundled copy.  The
primary reason I did this was to prevent RKM / Hummingbird errors from
restarting the Tomcat instance that mid-tier depended upon, triggering a
new prefetch.  Then you would be able to set a redirect for the mid-tier
Tomcat and it would not affect the RKM Tomcat.  For the pre-production
lash up I went even farther, moving RKM to its own box with AIE; there
is still a second Tomcat instance on the mid-tier box, but that is for
the Kinetic Request web.

Christopher Strauss, Ph.D.
Remedy Dat

refreshing a ticket?

[Andrew Hicox]

Hello everyone:

I have a an active link that fires  a push fields into a supporting  
form when the user clicks a button. Depending on some workflow,  
pushing to this supporting form may trigger further workflow which  
might in some cases push data back into the record the user clicked  
the button from. Resulting in the "someone else has modified this  
record" state.


I call the "commit changes" action before I push the data to the  
supporting form. However, I need a way, once everything finishes  
firing, to force the client to reload the record that is currently  
being modified.


Amazingly, there appears to be no run-process action for this? I  
thought for sure there'd be something like that.


Does anyone know a way to have an active link reload the current  
record? Or any better solution to my problem?


thanks everyone,

-Andrew

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Re: Midtier error; ARERR 9215

[Mike Wallick]

I've also seen this behavior when using a bookmark to go to the mid-tier.

I did find a KB article about this some months ago, and the "fix" is
to add this code to the bottom on login.jsp, just before the 
tag.

<%
String returnBack = (String) session.getAttribute("returnBack");
if (returnBack == null || returnBack == "")
{
String target_url = "/arsys/apps//CustomerAccessInterface/";
session.setAttribute("returnBack", target_url);
}
%>

where target_url is where you want the user to be "taken" after login.
In my case, the default is the customer access interface (Remedy
Customer support).

If you wanted the default to be the Home Page form, use

String target_url = "/arsys/home";

HTH

Mike

On 10/22/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> **
>
> Troy,
>
> What is the URL you are using to log into the Mid-Tier... Is it any
> different from http:///arsys/home? If I
> remember right this error occurs when you save the login page after it has
> redirected to your favorites and you try to open your favorite.
>
>
> Joe D'Souza
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Troy Sasso
> Sent: Monday, October 22, 2007 3:53 PM
> To: arslist@ARSLIST.ORG
> Subject: Midtier error; ARERR 9215
>
>
> Hello all,
>
> AR mid-tier 7.x on Win2003, Tomcat 5.5
>
> Users are being presented with the login screen, when they try to login,
> they see ARERR 9215.  The Mid-tier config tool works perfectly though.
>
> Not a lot of reading material out there on this one. I know a lot of others
> have seen this, how did you get by it?
>
> Thanks.
>
> Troy
>  __20060125___This posting was
> submitted with HTML in it___

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Re: Midtier error; ARERR 9215

[[EMAIL PROTECTED]]

Troy,
We fought with something along these lines when we upgraded to 7.x.  There is 
an authentication error which is present in the 7.0 software, we upgraded to 
7.0.1 patch 4 which resolved the issue.  However, 7.0.1 P4 has a few issues of 
it's own.  

Things we have found so far, timestamp qualifications for Crystal Reports 
generated in an active link cause a Crystal Reports formula error, and the 
delete button on the alert list is only visible to administrators. Both of 
these issues have confirmed bug reports and will hopefully be resolved with 
Patch 5.

HTH's
Dave

- Original Message 
From: Troy Sasso <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, October 22, 2007 1:53:04 PM
Subject: Midtier error; ARERR 9215


Hello all,

AR mid-tier 7.x on Win2003, Tomcat 5.5

Users are being presented with the login screen, when
they try to login, they see ARERR 9215.  The Mid-tier
config tool works perfectly though.

Not a lot of reading material out there on this one. 
I know a lot of others have seen this, how did you get
by it?

Thanks.

Troy



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Re: Midtier error; ARERR 9215

[Joe D'Souza]

Troy,

What is the URL you are using to log into the Mid-Tier... Is it any
different from http:///arsys/home? If I remember right
this error occurs when you save the login page after it has redirected to
your favorites and you try to open your favorite.

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Troy Sasso
Sent: Monday, October 22, 2007 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Midtier error; ARERR 9215


Hello all,

AR mid-tier 7.x on Win2003, Tomcat 5.5

Users are being presented with the login screen, when they try to login,
they see ARERR 9215.  The Mid-tier config tool works perfectly though.

Not a lot of reading material out there on this one. I know a lot of others
have seen this, how did you get by it?

Thanks.

Troy

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Re: Midtier error; ARERR 9215

[Rahul AR User]

which patch u hv currently applied?

On 10/23/07, Troy Sasso <[EMAIL PROTECTED]> wrote:
>
> Hello all,
>
> AR mid-tier 7.x on Win2003, Tomcat 5.5
>
> Users are being presented with the login screen, when
> they try to login, they see ARERR 9215.  The Mid-tier
> config tool works perfectly though.
>
> Not a lot of reading material out there on this one.
> I know a lot of others have seen this, how did you get
> by it?
>
> Thanks.
>
> Troy
>
>
>
> __
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com
>
>
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> the Answers Are"
>



-- 
Regards
Rahul

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Re: Help with redirection which does not break RKM

[Watson, Benjamin A.]

Thanks for the suggestion Chris.

 

I'd thought about running separate Tomcat instances, one for each
application, but have never done anything like that before.  Any gotchas
to maintaining separate instances?  What's all involved to set them up
initially, just running the RKM and MidTier installers?

 

Further, I did notice that RKM bundles Tomcat 5.5.20 whilst MidTier uses
5.5.17.  My preference has been to install MidTier first, then RKM.  So
when it comes to installing RKM, I tell it to use Tomcat but not to
install it and that I'll setup everything "manually".

 

I did perform a setup once under the guidance of Darren Twede with
KMXperts/BMC where, when attempting to solve the image/attachment issue
only and not knowing about the redirection bug, he told me to install
RKM first, and then the MidTier.  The only thing about this that left a
bad taste in my mouth was that the RKM installer does a silent Tomcat
install and does not let you choose where it'll be located (e.g. it
forces C:\Program Files\).  Has this been your experience as well?  We
typically have a small C: partition as just the OS and create a large D:
partition for all applications.

 

I do have a virtual machine I can play with though, so I'm open to the
dual Tomcat instance scenario you mentioned.  Do you notice any
performance improvements/penalties running two Tomcat instances for
MidTier/RKM versus a single instance?  How do you get both instances to
listen on the same port?

 

Ben

 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of strauss
Sent: Monday, October 22, 2007 2:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with redirection which does not break RKM

 

My assumption is that you are running mid-tier and RKM on the same
Tomcat instance.  I have had much better luck running them on their own
instances of Tomcat - mid-tier installs 5.5.17 and RKM installs 5.5.20
when you tell them to install their own bundled copy.  The primary
reason I did this was to prevent RKM / Hummingbird errors from
restarting the Tomcat instance that mid-tier depended upon, triggering a
new prefetch.  Then you would be able to set a redirect for the mid-tier
Tomcat and it would not affect the RKM Tomcat.  For the pre-production
lash up I went even farther, moving RKM to its own box with AIE; there
is still a second Tomcat instance on the mid-tier box, but that is for
the Kinetic Request web.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://itsm.unt.edu/ 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.
Sent: Monday, October 22, 2007 2:18 PM
To: arslist@ARSLIST.ORG
Subject: Help with redirection which does not break RKM

** 

Listers,

 

I've identified that performing a redirection in Tomcat breaks a
specific Remedy Knowledge Management function.  We have a requirement to
allow an end user to enter the following:

 

https:// as a URL and be redirected to
https:///arsys/home.  This is more or less a convenience
requirement.  I've done this under IIS before with no issues.

 

We've since moved to MidTier 7.1 under Tomcat standalone and
I've performed the above by modifying index.html under
Tomcat\webapps\ROOT as follows:

 















 

This too has the desired result as the end user can simply enter
https:// and get to the Remedy login page without issue.
The issue by doing this is that it breaks RKM's ability to embed images
or attach files to documents.

 

I used the Fiddler application to trace what was going on after
setting Tomcat back to regular non-SSL HTTP and saw HTTP 302 errors
being thrown when attempting to perform the attachment or image
insertion functions.  HTTP 302 means that the server is redirecting the
user somewhere else to get the content.  From an end user's perspective,
all is well until they attempt to attach a file or insert an image.
Upon performing either of these functions, they simply don't work.  When
attempting to attach a file, "nothing happens".  When attempting to
insert an image, a "red X" is displayed.  This is something you might
encounter on a site with a broken URL to an image.

 

After getting nowhere with BMC support on this, some Google'ing
revealed the following:

 

"If myapp is a directory (not a web application), Tomcat will
send a
302 Error to redirect your browser to
http://localhost:8080/myapp/index.jsp. This is completely
invisible
to the user, so everything looks fine. The problem really occurs
if
your JSP handles username/password authentication i.e.
http://username:[EMAIL PROTECTED]:8080/myapp What happens is
that
Tomcat will send a 302 to redire

Midtier error; ARERR 9215

[Troy Sasso]

Hello all,

AR mid-tier 7.x on Win2003, Tomcat 5.5

Users are being presented with the login screen, when
they try to login, they see ARERR 9215.  The Mid-tier
config tool works perfectly though.

Not a lot of reading material out there on this one. 
I know a lot of others have seen this, how did you get
by it?

Thanks.

Troy



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Answers Are"

Re: Application-Query-Delete-Entry and server crash...

[Ray Palla]

I've seen this bug before and a better work around is to put a filter on the
form to delete entry after all the other workflow is done... no loop needed.
ISS03154144.
 
R

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Monday, October 22, 2007 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Query-Delete-Entry and server crash...


** 
A workaround in case its a bug and you cannot use the
Application-Query-Delete-Entry would be to use Application-Delete-Entry
using a AL guide. Use the AL guide to loop through the records that have to
be deleted, and pick the Entry ID of each of these records and use the
Application-Delete-Entry to delete the individual entries while the workflow
runs through that loop..
 
You may require to build a table field to have that guide run through that
loop.
 
Cheers
 
Joe D'Souza
 
-Original Message-
From: Action Request System discussion list(ARSList) [
 mailto:[EMAIL PROTECTED] Behalf Of Carey
Matthew Black
Sent: Monday, October 22, 2007 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Query-Delete-Entry and server crash...


Jarl,

For some reason I actually think this is an old bug that has returned. I
would suggest that you push BMC a bit to see if they can find an "old bug"
related to this failure. If they can find it then they should reopen that
old bug and tack more time on it. ( IMO )

An old ARSList post also suggests this:
"
Thomas Bean
date: Nov 7, 2005 3:50 PM



In general, these seem to be the basic rules for creating the search
qualification for this run process command:

1.  The form name parameter does not need to be enclosed in double-quotes
unless the form name contains spaces.
2.  In the qualification, any fields in the target form need to be
referenced by their field ID enclosed in single quotes.  Fields from the
current form need to be referenced by the field name enclosed by dollar
signs, enclosed by double-quotes.
3.  Parentheses can be added around qualification elements for clarity.
"

Maybe if you update the action to use field ID's the problem could be
avoided?

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

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



On 10/22/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> Defect SW00275269 is logged for this issue, should be fixed in patch 5...
>
> --
> Jarl



> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList)
> > > > [  mailto:[EMAIL PROTECTED] Behalf
Of Jarl Grøneng
> > > > Sent: Saturday, October 20, 2007 3:22 PM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Application-Query-Delete-Entry and server crash...
> > > >
> > > >
> > > > Hi,
> > > >
> > > > We see that the server crash when running this active link:
> > > > INT:CHGTMS:CRQ:ChangeSequence_OneLevelUp_ReBuildFlow
> > > >
> > > > This does a Set Field with a $PROCESS\$
Application-Query-Delete-Entry.
> > > >
> > > > If we change the active link to do a Run Process
> > > > @@:Application-Query-Delete-Entry, this shows up in
> > > > arerror.log:
> > > >
> > > > Failure during an attempt to perform an application command (ARERR
> > > > 4554)Application-Query-Delete-Entry "TMS:Flow"  ..
> > > >
> > > >
> > > > ARS 7.01 patch 4
> > > > Solaris 9
> > > > Oracle 9
> > > > ITSM7 patch 4
> > > >
> > > >
> > > > Running patch 2 also crash the server, but then its the notify
> > > > function that crash the server...
> > > >
> > > > --
> > > > Jarl
__20060125___This posting was submitted with HTML in
it___ 

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Re: Help with redirection which does not break RKM

[strauss]

My assumption is that you are running mid-tier and RKM on the same
Tomcat instance.  I have had much better luck running them on their own
instances of Tomcat - mid-tier installs 5.5.17 and RKM installs 5.5.20
when you tell them to install their own bundled copy.  The primary
reason I did this was to prevent RKM / Hummingbird errors from
restarting the Tomcat instance that mid-tier depended upon, triggering a
new prefetch.  Then you would be able to set a redirect for the mid-tier
Tomcat and it would not affect the RKM Tomcat.  For the pre-production
lash up I went even farther, moving RKM to its own box with AIE; there
is still a second Tomcat instance on the mid-tier box, but that is for
the Kinetic Request web.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://itsm.unt.edu/ 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.
Sent: Monday, October 22, 2007 2:18 PM
To: arslist@ARSLIST.ORG
Subject: Help with redirection which does not break RKM



** 

Listers,

 

I've identified that performing a redirection in Tomcat breaks a
specific Remedy Knowledge Management function.  We have a requirement to
allow an end user to enter the following:

 

https:// as a URL and be redirected to
https:///arsys/home.  This is more or less a convenience
requirement.  I've done this under IIS before with no issues.

 

We've since moved to MidTier 7.1 under Tomcat standalone and
I've performed the above by modifying index.html under
Tomcat\webapps\ROOT as follows:

 















 

This too has the desired result as the end user can simply enter
https:// and get to the Remedy login page without issue.
The issue by doing this is that it breaks RKM's ability to embed images
or attach files to documents.

 

I used the Fiddler application to trace what was going on after
setting Tomcat back to regular non-SSL HTTP and saw HTTP 302 errors
being thrown when attempting to perform the attachment or image
insertion functions.  HTTP 302 means that the server is redirecting the
user somewhere else to get the content.  From an end user's perspective,
all is well until they attempt to attach a file or insert an image.
Upon performing either of these functions, they simply don't work.  When
attempting to attach a file, "nothing happens".  When attempting to
insert an image, a "red X" is displayed.  This is something you might
encounter on a site with a broken URL to an image.

 

After getting nowhere with BMC support on this, some Google'ing
revealed the following:

 

"If myapp is a directory (not a web application), Tomcat will
send a
302 Error to redirect your browser to
http://localhost:8080/myapp/index.jsp. This is completely
invisible
to the user, so everything looks fine. The problem really occurs
if
your JSP handles username/password authentication i.e.
http://username:[EMAIL PROTECTED]:8080/myapp What happens is
that
Tomcat will send a 302 to redirect the browser to
http://localhost:8080/myapp/index.jsp ... which the browser
delightfully does, but upon redirection, the browser doesn't
associate
the "username:password" portion with the new URL (possibly due
to
security issues). So if your index.jsp is handling the
authenticate
protocol, the browser will pop up a diaglog prompting the user
for
username/password instead of just logging in as it should."

 

So, when the user attempts to embed an image or add an
attachment to an RKM article, their credentials are being stripped and
you can see references to an AccessDenied servlet in the Tomcat logs.
Therefore, the attempt to attach a file or insert an image silently
fails.  My question is this:

 

Is there a method to perform the desired redirection that won't
effect RKM in the manner described above?  I've resorted to abandoning
the redirection and, after clearing the cache and restarting Tomcat, the
issue goes away.  When reinstating the redirection method above, the
issue returns.

 

Any ideas?

 

Ben

 

__20060125___This posting was submitted with
HTML in it___ 


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Re: Remedy Developers _ UK Based

[Roy Stark]

We are looking for a number of Remedy Developers to be based in the UK.

Skills:
Formal BMC training in Remedy Ver 7 and ITSM 7.

The ideal candidate should have at least 3 years experience working on various 
client sites performing Development, Implementation and Modifications to 
customer applications.

Salary:
£35k -£50k depending on experience.

Regards,
 
Roy Stark
Master Place Ltd
Tel:+44 (0)29 2019-5299
Mobile: +44 (0)773 420-6952
Web:http://www.master-place.co.uk
Any view or opinions expressed are those of the author and do not necessarily 
reflect those of Master Place Ltd. This message contains information which is 
confidential and is intended solely for the use of the individual or entity to 
which this is addressed and is subject to legal privilege. If you are not the 
intended recipient, you may not peruse, use, disseminate, distribute or copy 
this message. If you have received this message in error, please notify the 
sender immediately by email, facsimile or telephone and return or destroy the 
original message. All outgoing messages are scanned by Trend Anti Virus.


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rrrFlash

[Hall Chad - chahal]

Has anyone used the free rrrFlash product from RRR? I downloaded the
sample a while back and it looks pretty good for something free that
requires no install. It would take quite a bit of workflow though. I'm
wondering if anyone has implemented their own custom flashboards like
his sample. Also wondering if there were any enhancements you can share
that maybe you developed in your own app?

 

Thanks,

Chad Hall  | A c x i o m  I n f o r m a t i o n  S y s t e m s

501-342-2650 office | 501-472-1379 wireless | 501-342-3911 fax
301 E. Dave Ward Drive | Conway, AR 72032 | USA | www.acxiom.com
 


ACXIOM(r)   WE MAKE INFORMATION INTELLIGENTTM 

 

*
The information contained in this communication is confidential, is
intended only for the use of the recipient named above, and may be
legally privileged.

If the reader of this message is not the intended recipient, you are 
hereby notified that any dissemination, distribution or copying of this
communication is strictly prohibited.

If you have received this communication in error, please resend this
communication to the sender and delete the original message or any copy
of it from your computer system.

Thank you.
*

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Help with redirection which does not break RKM

[Watson, Benjamin A.]

Listers,

 

I've identified that performing a redirection in Tomcat breaks a
specific Remedy Knowledge Management function.  We have a requirement to
allow an end user to enter the following:

 

https:// as a URL and be redirected to
https:///arsys/home.  This is more or less a convenience
requirement.  I've done this under IIS before with no issues.

 

We've since moved to MidTier 7.1 under Tomcat standalone and I've
performed the above by modifying index.html under Tomcat\webapps\ROOT as
follows:

 















 

This too has the desired result as the end user can simply enter
https:// and get to the Remedy login page without issue.
The issue by doing this is that it breaks RKM's ability to embed images
or attach files to documents.

 

I used the Fiddler application to trace what was going on after setting
Tomcat back to regular non-SSL HTTP and saw HTTP 302 errors being thrown
when attempting to perform the attachment or image insertion functions.
HTTP 302 means that the server is redirecting the user somewhere else to
get the content.  From an end user's perspective, all is well until they
attempt to attach a file or insert an image.  Upon performing either of
these functions, they simply don't work.  When attempting to attach a
file, "nothing happens".  When attempting to insert an image, a "red X"
is displayed.  This is something you might encounter on a site with a
broken URL to an image.

 

After getting nowhere with BMC support on this, some Google'ing revealed
the following:

 

"If myapp is a directory (not a web application), Tomcat will send a
302 Error to redirect your browser to
http://localhost:8080/myapp/index.jsp. This is completely invisible
to the user, so everything looks fine. The problem really occurs if
your JSP handles username/password authentication i.e.
http://username:[EMAIL PROTECTED]:8080/myapp What happens is that
Tomcat will send a 302 to redirect the browser to
http://localhost:8080/myapp/index.jsp ... which the browser
delightfully does, but upon redirection, the browser doesn't associate
the "username:password" portion with the new URL (possibly due to
security issues). So if your index.jsp is handling the authenticate
protocol, the browser will pop up a diaglog prompting the user for
username/password instead of just logging in as it should."

 

So, when the user attempts to embed an image or add an attachment to an
RKM article, their credentials are being stripped and you can see
references to an AccessDenied servlet in the Tomcat logs.  Therefore,
the attempt to attach a file or insert an image silently fails.  My
question is this:

 

Is there a method to perform the desired redirection that won't effect
RKM in the manner described above?  I've resorted to abandoning the
redirection and, after clearing the cache and restarting Tomcat, the
issue goes away.  When reinstating the redirection method above, the
issue returns.

 

Any ideas?

 

Ben

 


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Re: Application-Query-Delete-Entry and server crash...

[Joe D'Souza]

A workaround in case its a bug and you cannot use the
Application-Query-Delete-Entry would be to use Application-Delete-Entry
using a AL guide. Use the AL guide to loop through the records that have to
be deleted, and pick the Entry ID of each of these records and use the
Application-Delete-Entry to delete the individual entries while the workflow
runs through that loop..

You may require to build a table field to have that guide run through that
loop.

Cheers

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Carey Matthew Black
Sent: Monday, October 22, 2007 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Query-Delete-Entry and server crash...


Jarl,

For some reason I actually think this is an old bug that has returned. I
would suggest that you push BMC a bit to see if they can find an "old bug"
related to this failure. If they can find it then they should reopen that
old bug and tack more time on it. ( IMO )

An old ARSList post also suggests this:
"
Thomas Bean
date: Nov 7, 2005 3:50 PM



In general, these seem to be the basic rules for creating the search
qualification for this run process command:

1.  The form name parameter does not need to be enclosed in double-quotes
unless the form name contains spaces.
2.  In the qualification, any fields in the target form need to be
referenced by their field ID enclosed in single quotes.  Fields from the
current form need to be referenced by the field name enclosed by dollar
signs, enclosed by double-quotes.
3.  Parentheses can be added around qualification elements for clarity.
"

Maybe if you update the action to use field ID's the problem could be
avoided?

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

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



On 10/22/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> Defect SW00275269 is logged for this issue, should be fixed in patch 5...
>
> --
> Jarl



> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList)
> > > > [mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
> > > > Sent: Saturday, October 20, 2007 3:22 PM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Application-Query-Delete-Entry and server crash...
> > > >
> > > >
> > > > Hi,
> > > >
> > > > We see that the server crash when running this active link:
> > > > INT:CHGTMS:CRQ:ChangeSequence_OneLevelUp_ReBuildFlow
> > > >
> > > > This does a Set Field with a $PROCESS\$
Application-Query-Delete-Entry.
> > > >
> > > > If we change the active link to do a Run Process
> > > > @@:Application-Query-Delete-Entry, this shows up in
> > > > arerror.log:
> > > >
> > > > Failure during an attempt to perform an application command (ARERR
> > > > 4554)Application-Query-Delete-Entry "TMS:Flow"  ..
> > > >
> > > >
> > > > ARS 7.01 patch 4
> > > > Solaris 9
> > > > Oracle 9
> > > > ITSM7 patch 4
> > > >
> > > >
> > > > Running patch 2 also crash the server, but then its the notify
> > > > function that crash the server...
> > > >
> > > > --
> > > > Jarl
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.5/1085 - Release Date: 10/22/2007
10:35 AM


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Re: V7.1 Clients

[Easter, David]

> for example a filter where I can choose Remedy products and get a list
of those, and I can then create a list of my favourites??
 
Strangely, that's what the EPD site offers.
 
https://webapps.bmc.com/epd/
 
After accepting the agreements on the first page and continuing to the
second, select the "Create/Manage My Favorite Downloads" button (it's
green).  Select the products you want to be able to view for download.
After hitting continue after that page, you'll be given further ability
to filter by operating system and language.  
 
After that, and continue you'll see only the files for the products
you've selected.  For example, for AR System 7.1.00, you'll see:
 
BMC Remedy AR System Server 7.1.00

AR System Approval Server 
AR System Assignment Engine 
AR System Clients: User - Administrator & Alert - Windows 
AR System Full Text Search
AR System Mid-Tier 
AR System Server, Flashboards Server, Email Engine 
Third Party Supplementary Materials Files - 76504 [Not Required to
Install this BMC Product]
License Information for AR System
AR System Documentation
Individual Documentation for AR System 


The third one down is the file that contains the clients.
 
-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 Shafqat Ayaz
Sent: Monday, October 22, 2007 11:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: V7.1 Clients


** 
David
I must be going completely blind, but I swear I cannot find anything
remotely looking like AR System Clients.
I can see about half a million BMC products, which I have no interest
in, why cannot BMC categorize under product, instead of giving the whole
catalog, for example a filter where I can choose Remedy products and get
a list of those, and I can then create a list of my favourites??
 
Many thanks for your help though
 
Shafqat

"Easter, David" <[EMAIL PROTECTED]> wrote:

** 
There are several zip files on the EPD site within one product
download for AR System.  The one you are looking for is labeled as:
 
AR System Clients: User - Administrator & Alert - Windows
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action
expressed in this E-mail do not necessarily reflect those of BMC
Software, Inc.  My voluntary participation in this forum is not intended
to convey a role as a spokesperson, liaison or public relations
representative for BMC Software, Inc.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: Saturday, October 20, 2007 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: V7.1 Clients


** 
Joe
Looking at the zip file, it only contains the server, fbserver
and emaild, no clients
 
kind regards
shafqat

Joe D'Souza <[EMAIL PROTECTED]> wrote:

** 
When you download the server products using your support
contract login to download upgrades, you should find the client install
files too.. If you can't find them, there must be something temporarily
wrong with their system..
 
Joe D'Souza

-Original Message-
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Shafqat Ayaz
Sent: Friday, October 19, 2007 9:32 PM
To: arslist@ARSLIST.ORG
Subject: V7.1 Clients


** 
Hello List
anyone have any idea where i can download the
Admin and User Tools for V7.1?
Many thanks in advance
 
shafqat




Shafqat Ayaz


"Break the Rules, Forgive Quickly, Kiss Slowly,
Love Truly, Laugh Uncontrollably, And Never Regret anything that made
you Smile.."

__20060125___This posting was
submitted with HTML in it___ 




Shafqat Ayaz


"Break the Rules, Forgive Quickl

Re: V7.1 Clients

[Shafqat Ayaz]

David
  I must be going completely blind, but I swear I cannot find anything remotely 
looking like AR System Clients.
  I can see about half a million BMC products, which I have no interest in, why 
cannot BMC categorize under product, instead of giving the whole catalog, for 
example a filter where I can choose Remedy products and get a list of those, 
and I can then create a list of my favourites??
   
  Many thanks for your help though
   
  Shafqat

"Easter, David" <[EMAIL PROTECTED]> wrote:
  ** There are several zip files on the EPD site within one product 
download for AR System.  The one you are looking for is labeled as:
   
  AR System Clients: User - Administrator & Alert - Windows
   
  Thanks,
   
-David J. Easter
  Sr. Product Manager, Service Management Business Unit
  BMC Software, Inc.
   
  The opinions, statements, and/or suggested courses of action expressed in 
this E-mail do not necessarily reflect those of BMC Software, Inc.  My 
voluntary participation in this forum is not intended to convey a role as a 
spokesperson, liaison or public relations representative for BMC Software, Inc.

   


-
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Shafqat Ayaz
Sent: Saturday, October 20, 2007 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: V7.1 Clients


  
**   Joe
  Looking at the zip file, it only contains the server, fbserver and emaild, no 
clients
   
  kind regards
  shafqat

Joe D'Souza <[EMAIL PROTECTED]> wrote:
  ** When you download the server products using your support contract 
login to download upgrades, you should find the client install files too.. If 
you can't find them, there must be something temporarily wrong with their 
system..
 
  Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Shafqat Ayaz
Sent: Friday, October 19, 2007 9:32 PM
To: arslist@ARSLIST.ORG
Subject: V7.1 Clients


**   Hello List
  anyone have any idea where i can download the Admin and User Tools for V7.1?
  Many thanks in advance
   
  shafqat




  Shafqat Ayaz

  "Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.."





__20060125___This posting was submitted with HTML in it___ 


  Shafqat Ayaz

  "Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.." 






  __
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com __20060125___This posting was 
submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___ 


Shafqat Ayaz

  "Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.." 







 __
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 

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Re: Urgent - Cannot Get Emails to Send / Receive

[Fossett, Darrel]

I had an issue with my email and the process was starting but nothing
was going out.  I run the emailstart.bat file in the aremail directory
and I was getting java heap errors.  I had to run the process via
command line with -Xms256m -Xmx512m before the classpath definition.

 

Mind you everything was working then we had an issue with what turned
out to be our spam blocker although they blamed remedy.  So I tried
reinstalling the aremail and after that the problem occurred.  

 

Darrel

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Steven Pataray
Sent: Monday, October 22, 2007 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

 

** Look through the email docs under troubleshooting and run the batch
mode. Don't forget to logon to the server with the NT account. This
should tell you what error's you are getting. Sometimes this can at
least be a temporary workaround. 

Steve

On 10/22/07, Pargeter, Christie <[EMAIL PROTECTED]>
wrote: 

** 

Outlook MAPI

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Baxter, Andrew
Sent: Sunday, October 21, 2007 6:52 PM


To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive



 

** 

What are you using for your email transport?  Outlook? SMTP?

 

Thanks,

Andrew Baxter

Manager, Information Technology

 



From: Jason Miller
Sent: Sun 10/21/2007 9:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

** 

Is the email service running as a domain user with permission to the
mailbox?

 

From: __20060125___This posting was submitted with
HTML in it___ 


This email may contain material that is confidential, privileged, and/or 
attorney work product for the sole use of the intended recipient.  Any review, 
reliance, or distribution by others or forwarding without express permission is 
strictly prohibited.  If you are not the intended recipient, please contact the 
sender and delete all copies.

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Re: Urgent - Cannot Get Emails to Send / Receive - RESOLVED

[Pargeter, Christie]

Thanks.  I ended up installing ARS 6.3 p22's email engine and some cleanup got 
the system working!!


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Steven Pataray
Sent: Monday, October 22, 2007 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

** Look through the email docs under troubleshooting and run the batch mode. 
Don't forget to logon to the server with the NT account. This should tell you 
what error's you are getting. Sometimes this can at least be a temporary 
workaround.

Steve

On 10/22/07, Pargeter, Christie <[EMAIL PROTECTED]> 
wrote:
**
Outlook MAPI


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Baxter, 
Andrew
Sent: Sunday, October 21, 2007 6:52 PM

To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

**
What are you using for your email transport?  Outlook? SMTP?

Thanks,
Andrew Baxter
Manager, Information Technology


From: Jason Miller
Sent: Sun 10/21/2007 9:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

**

Is the email service running as a domain user with permission to the mailbox?



From: __20060125___This posting was submitted with HTML in 
it___

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Re: Urgent - Cannot Get Emails to Send / Receive

[Steven Pataray]

Look through the email docs under troubleshooting and run the batch mode.
Don't forget to logon to the server with the NT account. This should tell
you what error's you are getting. Sometimes this can at least be a temporary
workaround.

Steve

On 10/22/07, Pargeter, Christie <[EMAIL PROTECTED]> wrote:
>
> ** Outlook MAPI
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Baxter, Andrew
> *Sent:* Sunday, October 21, 2007 6:52 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive
>
> ** What are you using for your email transport?  Outlook? SMTP?
>
>  Thanks,
> Andrew Baxter
> Manager, Information Technology
>
> --
> *From:* Jason Miller
> *Sent:* Sun 10/21/2007 9:43 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive
>
> **
>
> Is the email service running as a domain user with permission to the
> mailbox?
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Shafqat Ayaz
> *Sent:* Sunday, October 21, 2007 1:23 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive
>
>
>
> **
>
> Christie
>
> check the email account and the permissions again. this surely means that
> the ARS server is not contacting the email server. check whether the entries
> in the config form are properly configured and the passwords are there. But
> then this should have created errors in the error form, for example unable
> to log into the Mail server etc.
>
> Did the install go ok? worst comes to worst, maybe a re-install of the
> email engine??
>
>
>
> shafqat
>
> *"Pargeter, Christie" <[EMAIL PROTECTED]>* wrote:
>
> **
>
> There are 132 emails waiting to go out & 1 to come in.  I am not seeing
> anything in the Email Error Form or the Email stderr.log file.
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Shafqat Ayaz
> *Sent:* Sunday, October 21, 2007 10:22 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive
>
> **
>
> Christie
>
> can you create an entry in the email form and see if it goes out, or if it
> generates an error.
>
>
>
> thanks
>
>
>
> shafqat
>
> *"Pargeter, Christie" <[EMAIL PROTECTED]>* wrote:
>
> **
>
> 1. Yes, I was able to send and receive emails on this account on Friday on
> my old ARS 5.2.1 server.  Also, I did test this server last month to make
> sure it could send emails.  At that time I was getting some Java errors.  I
> got Remedy to tell me where to increase the memory java uses and it worked.
> Now it doesn't.
>
>
>
> 2. Nothing in the AR System Email Error Logs form.
>
>
>
> Thank you for asking even basic stuff...I have no idea where this could be
> broken.
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Shafqat Ayaz
> *Sent:* Sunday, October 21, 2007 10:05 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Urgent - Cannot Get Emails to Send / Receive
>
> **
>
> Hi Christie
>
> some basic things to check, I am not sure whether you have checked these
> or not, your email does not say
>
>
>
> 1. can you open Outlook on the server and send and recieve a message with
> the account you have set up?
>
>
>
> 2. check the email forms, especially the error form, this will give you an
> idea about what is going on. Any errors there?
>
>
>
> Kind Regards
>
>
>
> shafqat
>
> *"Pargeter, Christie" <[EMAIL PROTECTED]>* wrote:
>
> **
>
> I have a brand new NT 6.3 server that I just put into production on
> Saturday.But my system is not sending or receiving emails.
>
>
>
> The Email service is starting properly...no error messages.  Any ideas?
>
>
>
>
>
> NOTE: I have moved to a new office. My new phone number is: 503-574-3571.
>
> 
> *Christie Pargeter *
> *Weyerhaeuser ** **Documentation & Training*
> mailto:[EMAIL PROTECTED]<[EMAIL PROTECTED]>
>
> *  **Portland, OR*
>
> tel: 503-574-3571
> fax: 253-928-1072
>
>
>
> __20060125___This posting was submitted with HTML in
> it___
>
>
>
>*Shafqat Ayaz*
>
> "Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
> Uncontrollably, And Never Regret anything that made you Smile.."
>
> __
> Do You Yahoo!?
> Tired of spam? Yahoo! Mail has the best spam protection around
> http://mail.yahoo.com __20060125___This posting was
> submitted with HTML in it___
>
> __20060125___This posting was submitted with HTML in
> it___
>
>
>
>*Shafqat Ayaz*
>
> "Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
> Uncontrollably, And Never Regret anything that made you Smile.."
>
> ___

Re: Application-Query-Delete-Entry and server crash...

[Carey Matthew Black]

Jarl,

For some reason I actually think this is an old bug that has
returned. I would suggest that you push BMC a bit to see if they
can find an "old bug" related to this failure. If they can find it
then they should reopen that old bug and tack more time on it. ( IMO )

An old ARSList post also suggests this:
"
Thomas Bean
date: Nov 7, 2005 3:50 PM



In general, these seem to be the basic rules for creating the search
qualification for this run process command:

1.  The form name parameter does not need to be enclosed in
double-quotes unless the form name contains spaces.
2.  In the qualification, any fields in the target form need to be
referenced by their field ID enclosed in single quotes.  Fields from
the current form need to be referenced by the field name enclosed by
dollar signs, enclosed by double-quotes.
3.  Parentheses can be added around qualification elements for clarity.
"

Maybe if you update the action to use field ID's the problem could be avoided?

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

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



On 10/22/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:
> Defect SW00275269 is logged for this issue, should be fixed in patch 5...
>
> --
> Jarl



> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList)
> > > > [mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
> > > > Sent: Saturday, October 20, 2007 3:22 PM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Application-Query-Delete-Entry and server crash...
> > > >
> > > >
> > > > Hi,
> > > >
> > > > We see that the server crash when running this active link:
> > > > INT:CHGTMS:CRQ:ChangeSequence_OneLevelUp_ReBuildFlow
> > > >
> > > > This does a Set Field with a $PROCESS\$ Application-Query-Delete-Entry.
> > > >
> > > > If we change the active link to do a Run Process
> > > > @@:Application-Query-Delete-Entry, this shows up in
> > > > arerror.log:
> > > >
> > > > Failure during an attempt to perform an application command (ARERR
> > > > 4554)Application-Query-Delete-Entry "TMS:Flow"  ..
> > > >
> > > >
> > > > ARS 7.01 patch 4
> > > > Solaris 9
> > > > Oracle 9
> > > > ITSM7 patch 4
> > > >
> > > >
> > > > Running patch 2 also crash the server, but then its the notify
> > > > function that crash the server...
> > > >
> > > > --
> > > > Jarl

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Re: arplugin Java Error encounter after applying V701 Patch 4

[PC Wai]

Thanks Axton!

I still could not figure out what is wrong yet. But, it does not seems to be 
the patch 4 problem. I have a ticket open in BMC Remedy but the tech support is 
not helpful at all. The support is very very bad now.

Regards
PC

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Axton
Sent: Tuesday, October 16, 2007 11:53
To: arslist@ARSLIST.ORG
Subject: Re: arplugin Java Error encounter after applying V701 Patch 4

Check the referenced log.  Chances are something corrupted the stack.
Are you running any custom plug-ins (*.so) with the arplugin server?
If so, you may consider attaching a debugger to them and making sure they are 
not doing bad things.

Axton Grams

On 10/16/07, PC Wai <[EMAIL PROTECTED]> wrote:
> **
>
>
> Hi Listers,
>
> I am having problem in the arplugin after applying the new version 
> 7.0.1 patch 4 from patch 1.
>
> # An unexpected error has been detected by HotSpot Virtual Machine:
> #
> #  SIGSEGV (0xb) at pc=0x080b1e73, pid=15972, tid=3076420256 # # Java 
> VM: Java HotSpot(TM) Server VM (1.4.2_13-b06 interpreted mode) # 
> Problematic frame:
> # C  [arplugin+0x69e73]
> #
> # An error report file with more information is saved as 
> hs_err_pid15972.log # # If you would like to submit a bug report, 
> please visit:
> #   http://java.sun.com/webapps/bugreport/crash.jsp
> #
>
> ARS 701 patch 4
> Red Hat 3
> Oracle 10g2
> Java 142
>
> The error only occurs when shutting down the server with email engine.
> Please help!
>
> Regards
> PC Wai
> Senior Software Specialist
> NSO/NITO Shared Infrastructure Operations - Remedy TELUS Corporation 
> Inc.
>
>  __20060125___This posting was submitted with HTML 
> in it___

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RESOLVED: Help with ARERR 552

[[EMAIL PROTECTED]]

First, Thank you to everyone who responded,  Your thoughts and input helped in 
determining what to do and what not to do.  
Interestingly enough, we did modify our user form which upgraded correctly, 
however we did not modify the group form which did not upgrade correctly.

A.  Since we were dealing with the Group form we did not feel it was safe to 
delete the form and risk not being able to get back into the system.

B.  We could have imported the valid Def from the installation folder and then 
used the arcache command to create a new administrator group, which would have 
enabled us to get into the system and then import our groups.

We chose not to execute either of these options since there was some risk of 
not being able to recover the system, a low risk but still a risk.

The steps we took to correct this issue were as follows:
1. Identified the columns in the database which were being reported as errors. 
(C120, C121, and C179)
2. Verified that the columns were not in the T table and were not applicable to 
the H and C tables.
3. Verified each of the column description entries in the corresponding field_* 
and view_* tables
(In our case all of the related tables contained valid entries for the 
missing fields)
4. Scheduled a system outage with our users.
5. Shut down the AR System service and backed up the database
6. Created the column entries in the T table
7. Identified and corrected default data for these fields and the default AR 
Groups.

8. Called BMC and told them to close the ticket, because we have taken care of 
the problem ourselves.


- Original Message 
From: Dwayne Martin <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, October 22, 2007 6:16:26 AM
Subject: Re: Help with ARERR 552


We had a similar problem with the User form after upgrading to 7.1.
  Support asked if we had customized our User form, which we had.  They
 said to back up the data, download a fresh form definition, and delete and
 re-import the form and data.  That sounded scarey to us.

Instead we looked at the message and queried the db for the fieldname
 of the column in question.  Then we copied and deleted that field, saved
 the form, pasted the field back into the form and saved again.  We
 kept doing that till we no longer got the message.  That seems to have
 fixed the problem.

Apparently you are not supposed to customize the User or Group form,
 but we customized ours six years ago before we knew about the rule.

Dwayne Martin
James Madison University

 Original message 
>Date: Sat, 20 Oct 2007 15:53:37 -0500
>From: strauss <[EMAIL PROTECTED]>  
>Subject: Re: Help with ARERR 552  
>To: arslist@ARSLIST.ORG
>
>   **
>   In spite of my recent experiences with Migrator 7.1
>   between 7.1 servers when the target server is not in
>   development cache mode, if I was in this situation I
>   would try to migrate the Group form from a valid
>   7.0.01.004 installation to the one that
>   is experiencing problems.  Migrator is the only tool
>   I have used that will reliably ADD fields - columns
>   to a table (don't try to remove them), without
>   risking the data or directly editing the form.  I
>   have moved data records successfully with it as
>   well, if you had to go in the other direction. In
>   this case you just need the columns added back to
>   the table.  You could even do it from a def file of
>   the Group form, if you could get a good one from
>   another server.  The only error you might get would
>   be when it tries to update the arsfields table
>   afterwards and finds the existing column ids, but if
>   it fixes the Group table you should be okay -
>   migrator should not create a mismatch between column
>   ids since it maintains the source id unless you tell
>   it to use a new one.  It's one more thing to try...
>
>   Christopher Strauss, Ph.D.
>   Remedy Database Administrator
>   University of North Texas Computing Center
>   http://itsm.unt.edu/
>
> 
>
>   From: Action Request System discussion list(ARSList)
>   [mailto:[EMAIL PROTECTED] On Behalf Of David
>   Sanders
>   Sent: Saturday, October 20, 2007 1:37 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Re: Help with ARERR 552
>
> ** 
>
> Sorry if this has already been suggested, but have
> you tried importing the Group form from a def
> file?  If you go to your ARServer installation
> directory, the Group form def is located in the
> ...\ARServer\InstallForms\en directory.
>
>  
>
> If you have to delete the Group form, the server
> should remain operable as it will use the entries
> in the group_cache table (until the server tries
> to recache).
>
>  
>
> HTH
>
>  
>
> David Sanders
>
> Remedy Solution Architect
>
> Enterprise Service Suite @ Work
>
> ==
>
> ARS List Award Winner 2005
>
> Best 3rd party Remedy Application
>
>  
>
> See the ESS C

Is ARFPERL v7.x for Windows available?

[Patel, Kamlesh]

All,

I am looking for pre-compiled version of ARFPERL for ARS v7.0 and/or ARS
v7.1.  Is there a copy out there?

 

Thank You

 

Kamlesh Patel

 


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[no subject]

[Watson, Benjamin A.]

You have installed/registered the Help Desk Fixed License to your
ARServer, but have you assigned a Help Desk Fixed license to your user,
in this case Demo?

 

If memory serves me, the Demo user is the only user on the system after
the initial install and is an administrator with a AR System fixed
license.  All of the OOTB Remedy applications (Help Desk, Asset, Change)
require their own special application licenses as well.  From what I'm
reading here, it looks like you've successfully got the Help Desk
application license applied to your server, but you need to verify that
a Help Desk License has been granted to the users performing the
operation you describe.  You can apply the license via the (Remedy
preferred method) Remedy Application Configuration link on the Home page
as an Administrator, then follow the Configure people link and update
the profile for the individual to include the Help Desk fixed license.
Alternatively, you can update this person's record via the User form.

 

HTH,

 

Ben

 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of Mauro Monteiro
Sent: Thursday, October 18, 2007 8:46 PM
To: arslist@ARSLIST.ORG
Subject: 

 

** Hi everyone,

I have Remedy ARS 6.3 installed on Windows Server 2003 and I have Help
Desk Fixed License. I am using the Demo user to update some records
(Incident and problem). My problem rises when I try to update some 
record that the Demo user is not the owner. For instance, if I try to
update one record that the Login*+ field is different from Demo I
receive the following error message:

You must have a Help Desk Fixed License to modify case information. 
(ARERR 42090)

I don't understand because I have this kind of licenses. Does anyone
have some idea why it is happen?

Cheers,
Mauro Monteiro __20060125___This posting was
submitted with HTML in it___ 


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Re: V7.1 Clients

[Easter, David]

There are several zip files on the EPD site within one product download
for AR System.  The one you are looking for is labeled as:
 
AR System Clients: User - Administrator & Alert - Windows
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: Saturday, October 20, 2007 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: V7.1 Clients


** 
Joe
Looking at the zip file, it only contains the server, fbserver and
emaild, no clients
 
kind regards
shafqat

Joe D'Souza <[EMAIL PROTECTED]> wrote:

** 
When you download the server products using your support
contract login to download upgrades, you should find the client install
files too.. If you can't find them, there must be something temporarily
wrong with their system..

 
Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shafqat Ayaz
Sent: Friday, October 19, 2007 9:32 PM
To: arslist@ARSLIST.ORG
Subject: V7.1 Clients


** 
Hello List
anyone have any idea where i can download the Admin and
User Tools for V7.1?
Many thanks in advance
 
shafqat




Shafqat Ayaz


"Break the Rules, Forgive Quickly, Kiss Slowly, Love
Truly, Laugh Uncontrollably, And Never Regret anything that made you
Smile.."

__20060125___This posting was submitted with
HTML in it___ 




Shafqat Ayaz


"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
Uncontrollably, And Never Regret anything that made you Smile.." 


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Re: ARFPERL v7.1

[Rahul AR User]

You need to include ar_install_dir/bin in the LD_LIBRARY_PATH variable.

# LD_LIBRARY_PATH=/d4/ar/5.0/cruiser/bin:/usr/lib
# export LD_LIBRARY_PATH



On 10/22/07, Simon Taylor <[EMAIL PROTECTED]> wrote:
>
> **
>
> Getting
>
> 390695 : An error has occurred while loading a plug-in. (ARERR 8756)
>/u01/app/arsystem/bin/arfperl.so: undefined symbol: PL_malloc_mutex
> AR System Plugin Server Version 7.1.00 Build 200708221849
>
> When trying to run the arfperl plugin
>
> Any ideas?
>
> Simon Taylor
> Service Tools Solutions (STS) Engineer
> Nortel
> Email [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> Office +44.1279 402291 (ESN 6 742 2291)
> Mobile +44.7740.533743 (ESN 748 3743)
>
>
> __20060125___This posting was submitted with HTML in
> it___




-- 
Regards
Rahul

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Re: ARFPERL v7.1

[Axton]

What do the following yield from your server:

$ ldd /u01/app/arsystem/bin/arfperl.so

$ perl -v

Axton Grams

On 10/22/07, Simon Taylor <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Getting
>
> 390695 : An error has occurred while loading a plug-in. (ARERR 8756)
>/u01/app/arsystem/bin/arfperl.so: undefined symbol:
> PL_malloc_mutex
> AR System Plugin Server Version 7.1.00 Build 200708221849
>
> When trying to run the arfperl plugin
>
> Any ideas?
>
>
> Simon Taylor
>  Service Tools Solutions (STS) Engineer
>  Nortel
>  Email [EMAIL PROTECTED]
>  Office +44.1279 402291 (ESN 6 742 2291)
>  Mobile +44.7740.533743 (ESN 748 3743)
>
>  __20060125___This posting was
> submitted with HTML in it___

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ARFPERL v7.1

[Simon Taylor]

Getting 

390695 : An error has occurred while loading a plug-in. (ARERR 8756)
   /u01/app/arsystem/bin/arfperl.so: undefined symbol: PL_malloc_mutex
AR System Plugin Server Version 7.1.00 Build 200708221849

When trying to run the arfperl plugin

Any ideas?


Simon Taylor
Service Tools Solutions (STS) Engineer
Nortel
Email [EMAIL PROTECTED]
Office +44.1279 402291 (ESN 6 742 2291)
Mobile +44.7740.533743 (ESN 748 3743)




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Re: View Thread ID Details?

[Axton]

Thread logging will only show thread initialization/termination info.
To see what the threads are doing via arserver, you have to collect
the api logs.

You didn't state which platform you are using, but f you want to see
at a lower level what the various threads are doing on Solaris, you
can use pstack, which prints a stack trace for each lwp for each
process.

Another approach would be to observe the queue statistics using the
Server Statistics.  This will probably help you narrow down, to the
queue, where to look, if in fact the issue is related to some type of
thread locking issue.

Axton

On 10/22/07, Shawn Stonequist <[EMAIL PROTECTED]> wrote:
> Greetings List!!
>
> I'm wondering if there is anyway that can be used to view specific thread
> IDs.
>
> I ask because it seems every Monday, between 8am & 10am, our ARServer slows
> significantly. We've held off doing various "Monday Morning" reports &
> backups, but without any improvement.
>
> Our DB believes that the issue is being caused by a thread, but can't tell
> which one.
>
> I ran our "Thread Logging" in the System Config, but I only got ID's and
> when they started (2, but only just after we received the complaint about
> the Server's performance). Unfortunately, this log doesn't say *what* these
> threads were doing.
>
> It is my hope that, by finding out what these threads are doing (even if I
> have to start the Thread Logging on the previous Friday, weekends are
> low-to-no activity anyway) we can determine what is causing this issue-
> errant search? user with a bad query? automated system? etc.
>
> Huge thanks in advance to all!!!
>
> Shawn Stonequist
> Remedy 6.3
> EMNS
>
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>

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Re: View Thread ID Details?

[Joe D'Souza]

Shawn,

Have you checked your Escalations that might be designed to run on Monday
mornings? Check these and check the queries and actions defined on these.
They may be running bad queries on large tables or queries that use fields
that are not indexed. Check the queries in both the Run If conditions as
well as the Set/Push field if conditions not just on the Escalations but
also on filters that might fire as a result of these Escalations.

Other than this your guess that there might be a user or a group of users
issuing bad queries is also a good guess.

API logging might also yield some useful results on operations taking longer
to complete.

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Shawn Stonequist
Sent: Monday, October 22, 2007 10:40 AM
To: arslist@ARSLIST.ORG
Subject: View Thread ID Details?


Greetings List!!

I'm wondering if there is anyway that can be used to view specific thread
IDs.

I ask because it seems every Monday, between 8am & 10am, our ARServer slows
significantly. We've held off doing various "Monday Morning" reports &
backups, but without any improvement.

Our DB believes that the issue is being caused by a thread, but can't tell
which one.

I ran our "Thread Logging" in the System Config, but I only got ID's and
when they started (2, but only just after we received the complaint about
the Server's performance). Unfortunately, this log doesn't say *what* these
threads were doing.

It is my hope that, by finding out what these threads are doing (even if I
have to start the Thread Logging on the previous Friday, weekends are
low-to-no activity anyway) we can determine what is causing this issue-
errant search? user with a bad query? automated system? etc.

Huge thanks in advance to all!!!

Shawn Stonequist
Remedy 6.3
EMNS
No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.503 / Virus Database: 269.15.5/1085 - Release Date: 10/22/2007
10:35 AM

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View Thread ID Details?

[Shawn Stonequist]

Greetings List!!

I'm wondering if there is anyway that can be used to view specific thread
IDs.

I ask because it seems every Monday, between 8am & 10am, our ARServer slows
significantly. We've held off doing various "Monday Morning" reports &
backups, but without any improvement.

Our DB believes that the issue is being caused by a thread, but can't tell
which one.

I ran our "Thread Logging" in the System Config, but I only got ID's and
when they started (2, but only just after we received the complaint about
the Server's performance). Unfortunately, this log doesn't say *what* these
threads were doing.

It is my hope that, by finding out what these threads are doing (even if I
have to start the Thread Logging on the previous Friday, weekends are
low-to-no activity anyway) we can determine what is causing this issue-
errant search? user with a bad query? automated system? etc.

Huge thanks in advance to all!!!

Shawn Stonequist
Remedy 6.3
EMNS 

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Re: Urgent - Cannot Get Emails to Send / Receive

[Joe D'Souza]

Christie,

For MAPI to work, your email user needs 'special' permissions. Have you
taken care of that?

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Pargeter, Christie
  Sent: Monday, October 22, 2007 9:57 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Urgent - Cannot Get Emails to Send / Receive


  **
  Outlook MAPI




--
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Baxter, Andrew
  Sent: Sunday, October 21, 2007 6:52 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Urgent - Cannot Get Emails to Send / Receive


  **
  What are you using for your email transport?  Outlook? SMTP?

  Thanks,
  Andrew Baxter
  Manager, Information Technology



--
  From: Jason Miller
  Sent: Sun 10/21/2007 9:43 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Urgent - Cannot Get Emails to Send / Receive


  **
  Is the email service running as a domain user with permission to the
mailbox?



  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
  Sent: Sunday, October 21, 2007 1:23 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Urgent - Cannot Get Emails to Send / Receive



  **

  Christie

  check the email account and the permissions again. this surely means that
the ARS server is not contacting the email server. check whether the entries
in the config form are properly configured and the passwords are there. But
then this should have created errors in the error form, for example unable
to log into the Mail server etc.

  Did the install go ok? worst comes to worst, maybe a re-install of the
email engine??



  shafqat

  "Pargeter, Christie" <[EMAIL PROTECTED]> wrote:

**

There are 132 emails waiting to go out & 1 to come in.  I am not seeing
anything in the Email Error Form or the Email stderr.log file.






From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: Sunday, October 21, 2007 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

**

Christie

can you create an entry in the email form and see if it goes out, or if
it generates an error.



thanks



shafqat

"Pargeter, Christie" <[EMAIL PROTECTED]> wrote:

  **

  1. Yes, I was able to send and receive emails on this account on
Friday on my old ARS 5.2.1 server.  Also, I did test this server last month
to make sure it could send emails.  At that time I was getting some Java
errors.  I got Remedy to tell me where to increase the memory java uses and
it worked.  Now it doesn't.



  2. Nothing in the AR System Email Error Logs form.



  Thank you for asking even basic stuff...I have no idea where this
could be broken.




--

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
  Sent: Sunday, October 21, 2007 10:05 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Urgent - Cannot Get Emails to Send / Receive

  **

  Hi Christie

  some basic things to check, I am not sure whether you have checked
these or not, your email does not say



  1. can you open Outlook on the server and send and recieve a message
with the account you have set up?



  2. check the email forms, especially the error form, this will give
you an idea about what is going on. Any errors there?



  Kind Regards



  shafqat

  "Pargeter, Christie" <[EMAIL PROTECTED]> wrote:

**

I have a brand new NT 6.3 server that I just put into production on
Saturday.But my system is not sending or receiving emails.



The Email service is starting properly...no error messages.  Any
ideas?





NOTE: I have moved to a new office. My new phone number is:
503-574-3571.


Christie Pargeter
Weyerhaeuser  Documentation & Training
mailto:[EMAIL PROTECTED]

Portland, OR

  tel: 503-574-3571
  fax: 253-928-1072




__20060125___This posting was submitted with
HTML in it___





  Shafqat Ayaz

  "Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
Uncontrollably, And Never Regret anything that made you Smile.."

  __
  Do You Yahoo!?
  Tired of spam? Yahoo! Mail has the best spam protection around
  http://mail.yahoo.com __20060125___This posting
was submitted with HTML in it___

  __20060125___

Re: FW: Copy of Production Database for Testing

[Joe D'Souza]

If it is V7.1, the license information is now stored within the database, so
you may need to re-enter the test server licenses after deleting the current
licenses that you see. I am not yet sure on the exact mechanics of how the
new licenses work on 7.1, but I am pretty sure that they now get stored
within the database. So your Test server must be trying to validate the
production server licenses and seeing them as invalid.

IF this is not your case, then maybe your server has got more than one
network card and you might have licensed the server against the wrong NIC?

Joe D'Souza
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Clarkson, Timothy
  Sent: Monday, October 22, 2007 4:14 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: FW: Copy of Production Database for Testing


  **
  **

  Ok,



  I will explain a bit better.



  I have a production server with  a license and this is working fine.



  I have a testing server with a separate license running on the test
server, I have installed all the component and checked that it is all
working.



  I am now looking to get the database from the Production server to the
test server and document this process so I can use it for testing in the
future.



  Issue:

  When I copy the production database to the test server it comes up in demo
mode, so I am missing something in the copy/setup to allow me to take a copy
of the Remedy database between two licensed servers.



  Regards

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Re: Urgent - Cannot Get Emails to Send / Receive

[Pargeter, Christie]

Outlook MAPI


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Baxter, Andrew
Sent: Sunday, October 21, 2007 6:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

**
What are you using for your email transport?  Outlook? SMTP?

Thanks,
Andrew Baxter
Manager, Information Technology


From: Jason Miller
Sent: Sun 10/21/2007 9:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

**
Is the email service running as a domain user with permission to the mailbox?

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shafqat Ayaz
Sent: Sunday, October 21, 2007 1:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

**
Christie
check the email account and the permissions again. this surely means that the 
ARS server is not contacting the email server. check whether the entries in the 
config form are properly configured and the passwords are there. But then this 
should have created errors in the error form, for example unable to log into 
the Mail server etc.
Did the install go ok? worst comes to worst, maybe a re-install of the email 
engine??

shafqat

"Pargeter, Christie" <[EMAIL PROTECTED]> wrote:
**
There are 132 emails waiting to go out & 1 to come in.  I am not seeing 
anything in the Email Error Form or the Email stderr.log file.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shafqat Ayaz
Sent: Sunday, October 21, 2007 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive
**
Christie
can you create an entry in the email form and see if it goes out, or if it 
generates an error.

thanks

shafqat

"Pargeter, Christie" <[EMAIL PROTECTED]> wrote:
**
1. Yes, I was able to send and receive emails on this account on Friday on my 
old ARS 5.2.1 server.  Also, I did test this server last month to make sure it 
could send emails.  At that time I was getting some Java errors.  I got Remedy 
to tell me where to increase the memory java uses and it worked.  Now it 
doesn't.

2. Nothing in the AR System Email Error Logs form.

Thank you for asking even basic stuff...I have no idea where this could be 
broken.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shafqat Ayaz
Sent: Sunday, October 21, 2007 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive
**
Hi Christie
some basic things to check, I am not sure whether you have checked these or 
not, your email does not say

1. can you open Outlook on the server and send and recieve a message with the 
account you have set up?

2. check the email forms, especially the error form, this will give you an idea 
about what is going on. Any errors there?

Kind Regards

shafqat

"Pargeter, Christie" <[EMAIL PROTECTED]> wrote:
**
I have a brand new NT 6.3 server that I just put into production on Saturday.   
 But my system is not sending or receiving emails.

The Email service is starting properly...no error messages.  Any ideas?


NOTE: I have moved to a new office. My new phone number is: 503-574-3571.

Christie Pargeter
Weyerhaeuser  Documentation & Training mailto:[EMAIL PROTECTED]
  Portland, OR

tel: 503-574-3571
fax: 253-928-1072


__20060125___This posting was submitted with HTML in it___


Shafqat Ayaz
"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.."
__
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com __20060125___This posting was 
submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___


Shafqat Ayaz
"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.."
__
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com __20060125___This posting was 
submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___


Shafqat Ayaz
"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.."

 __
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com __20060125___This posting was 
submitted with HTML in it___

__20060125___This posting was submitted with HTML in

Re: Urgent - Cannot Get Emails to Send / Receive

[Pargeter, Christie]

Yes, I put the account in the admin group of the server.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jason Miller
Sent: Sunday, October 21, 2007 6:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

**
Is the email service running as a domain user with permission to the mailbox?

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shafqat Ayaz
Sent: Sunday, October 21, 2007 1:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive

**
Christie
check the email account and the permissions again. this surely means that the 
ARS server is not contacting the email server. check whether the entries in the 
config form are properly configured and the passwords are there. But then this 
should have created errors in the error form, for example unable to log into 
the Mail server etc.
Did the install go ok? worst comes to worst, maybe a re-install of the email 
engine??

shafqat

"Pargeter, Christie" <[EMAIL PROTECTED]> wrote:
**
There are 132 emails waiting to go out & 1 to come in.  I am not seeing 
anything in the Email Error Form or the Email stderr.log file.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shafqat Ayaz
Sent: Sunday, October 21, 2007 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive
**
Christie
can you create an entry in the email form and see if it goes out, or if it 
generates an error.

thanks

shafqat

"Pargeter, Christie" <[EMAIL PROTECTED]> wrote:
**
1. Yes, I was able to send and receive emails on this account on Friday on my 
old ARS 5.2.1 server.  Also, I did test this server last month to make sure it 
could send emails.  At that time I was getting some Java errors.  I got Remedy 
to tell me where to increase the memory java uses and it worked.  Now it 
doesn't.

2. Nothing in the AR System Email Error Logs form.

Thank you for asking even basic stuff...I have no idea where this could be 
broken.


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Shafqat Ayaz
Sent: Sunday, October 21, 2007 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent - Cannot Get Emails to Send / Receive
**
Hi Christie
some basic things to check, I am not sure whether you have checked these or 
not, your email does not say

1. can you open Outlook on the server and send and recieve a message with the 
account you have set up?

2. check the email forms, especially the error form, this will give you an idea 
about what is going on. Any errors there?

Kind Regards

shafqat

"Pargeter, Christie" <[EMAIL PROTECTED]> wrote:
**
I have a brand new NT 6.3 server that I just put into production on Saturday.   
 But my system is not sending or receiving emails.

The Email service is starting properly...no error messages.  Any ideas?


NOTE: I have moved to a new office. My new phone number is: 503-574-3571.

Christie Pargeter
Weyerhaeuser  Documentation & Training [EMAIL PROTECTED] 
  Portland, OR

tel: 503-574-3571
fax: 253-928-1072


__20060125___This posting was submitted with HTML in it___


Shafqat Ayaz
"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.."
__
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com __20060125___This posting was 
submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___


Shafqat Ayaz
"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.."
__
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com __20060125___This posting was 
submitted with HTML in it___
__20060125___This posting was submitted with HTML in it___


Shafqat Ayaz
"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.."

 __
Do You Yahoo!?
Tired of spam? Yahoo! Mail has the best spam protection around
http://mail.yahoo.com __20060125___This posting was 
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Re: Remedy Developers

[LJ LongWing (Head)]

>From various information in the post I'm assuming that the positions are in
the UK, I'm not personally interested...but you might want to provide that
information for people that would be

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roy Stark
Sent: Monday, October 22, 2007 7:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developers


** 

We are looking for a number of Remedy Developers.

Skills:

Formal BMC training in Remedy Ver 7 and ITSM 7. If you have CMDB exp all the
better. 

The ideal candidate should have at least 3 years experience working on
various client sites performing Development, Implementation and
Modifications to customer applications.

Salary:

£35k -£50k depending on experience.

Regards,

 

Roy Stark

Master Place Ltd

Tel:+44 (0)29 2019-5299

Mobile: +44 (0)773 420-6952

Web:http://www.master-place.co.uk

Any view or opinions expressed are those of the author and do not
necessarily reflect those of Master Place Ltd. This message contains
information which is confidential and is intended solely for the use of the
individual or entity to which this is addressed and is subject to legal
privilege. If you are not the intended recipient, you may not peruse, use,
disseminate, distribute or copy this message. If you have received this
message in error, please notify the sender immediately by email, facsimile
or telephone and return or destroy the original message. All outgoing
messages are scanned by Trend Anti Virus.

__20060125___This posting was submitted with HTML in
it___

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Re: Remedy Developers

[Roy Stark]

We are looking for a number of Remedy Developers.

Skills:
Formal BMC training in Remedy Ver 7 and ITSM 7. If you have CMDB exp all the 
better. 

The ideal candidate should have at least 3 years experience working on various 
client sites performing Development, Implementation and Modifications to 
customer applications.

Salary:
£35k -£50k depending on experience.

Regards,
 
Roy Stark
Master Place Ltd
Tel:+44 (0)29 2019-5299
Mobile: +44 (0)773 420-6952
Web:http://www.master-place.co.uk
Any view or opinions expressed are those of the author and do not necessarily 
reflect those of Master Place Ltd. This message contains information which is 
confidential and is intended solely for the use of the individual or entity to 
which this is addressed and is subject to legal privilege. If you are not the 
intended recipient, you may not peruse, use, disseminate, distribute or copy 
this message. If you have received this message in error, please notify the 
sender immediately by email, facsimile or telephone and return or destroy the 
original message. All outgoing messages are scanned by Trend Anti Virus.


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Re: Application-Query-Delete-Entry and server crash...

[Jarl Grøneng]

Defect SW00275269 is logged for this issue, should be fixed in patch 5...

--
Jarl

On 10/22/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:
> I have always had problems with the Query-Delete-Entry unless I put the query 
> string inside parenthesis (so it see's the query as a single parameter).
>
> Out of curiosity try that:
> $PROCESS$ @@:Application-Query-Delete-Entry "TMS:Flow"
> ('RootRequestInstanceID' = "$InstanceId$" AND 'ParentID' = "$InstanceId$" AND 
> 'Sequence Mode' = "Yes" AND 'Status' = "Pending")
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
> PROTECTED] On Behalf Of Jarl Grøneng
> Sent: Sunday, October 21, 2007 1:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Application-Query-Delete-Entry and server crash...
>
> I see... This is the command...
> $PROCESS$ @@:Application-Query-Delete-Entry "TMS:Flow"
> 'RootRequestInstanceID' = "$InstanceId$" AND 'ParentID' = "$InstanceId$" AND 
> 'Sequence Mode' = "Yes" AND 'Status' = "Pending"
>
>
> However, the active link runs fine on path 2, but with patch 4 the server 
> crash...
>
> --
> Jarl
>
> On 10/21/07, Dylan <[EMAIL PROTECTED]> wrote:
> > I think what he's asking is, what do you have on the Run Process line?
> >
> > @@:Application-Query-Delete-Entry something something
> >
> > Wants to know what the something something is :)
> >
> > Just copy and paste the whole line into here. Easier to troubleshoot
> > if you can see the exact syntax.
> >
> > Dylan
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng
> > Sent: Saturday, October 20, 2007 10:06 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Application-Query-Delete-Entry and server crash...
> >
> > Thats no problem, can query the string, and also delete them manually.
> >
> > --
> > Jarl
> >
> > On 10/21/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > > Jarl,
> > >
> > > What's your query on the run process following the command
> > > Application-Query-Delete-Entry
> > >
> > >
> > > Joe D'Souza
> > >
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
> > > Sent: Saturday, October 20, 2007 3:22 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Application-Query-Delete-Entry and server crash...
> > >
> > >
> > > Hi,
> > >
> > > We see that the server crash when running this active link:
> > > INT:CHGTMS:CRQ:ChangeSequence_OneLevelUp_ReBuildFlow
> > >
> > > This does a Set Field with a $PROCESS\$ Application-Query-Delete-Entry.
> > >
> > > If we change the active link to do a Run Process
> > > @@:Application-Query-Delete-Entry, this shows up in
> > > arerror.log:
> > >
> > > Failure during an attempt to perform an application command (ARERR
> > > 4554)Application-Query-Delete-Entry "TMS:Flow"  ..
> > >
> > >
> > > ARS 7.01 patch 4
> > > Solaris 9
> > > Oracle 9
> > > ITSM7 patch 4
> > >
> > >
> > > Running patch 2 also crash the server, but then its the notify
> > > function that crash the server...
> > >
> > > --
> > > Jarl
> >
>
> ___
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>

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Re: Where to download Remedy Encryption products? is it free?

[maggie2007]

Thanks all! Those are great answers to me. So the Encryption products are not
free, but I can turn on the standard encryption with Remedy 6.3.
-- 
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Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Application-Query-Delete-Entry and server crash...

[Grooms, Frederick W]

I have always had problems with the Query-Delete-Entry unless I put the query 
string inside parenthesis (so it see's the query as a single parameter).

Out of curiosity try that:
$PROCESS$ @@:Application-Query-Delete-Entry "TMS:Flow"
('RootRequestInstanceID' = "$InstanceId$" AND 'ParentID' = "$InstanceId$" AND 
'Sequence Mode' = "Yes" AND 'Status' = "Pending")

Fred

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: Sunday, October 21, 2007 1:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Query-Delete-Entry and server crash...

I see... This is the command...
$PROCESS$ @@:Application-Query-Delete-Entry "TMS:Flow"
'RootRequestInstanceID' = "$InstanceId$" AND 'ParentID' = "$InstanceId$" AND 
'Sequence Mode' = "Yes" AND 'Status' = "Pending"


However, the active link runs fine on path 2, but with patch 4 the server 
crash...

--
Jarl

On 10/21/07, Dylan <[EMAIL PROTECTED]> wrote:
> I think what he's asking is, what do you have on the Run Process line?
>
> @@:Application-Query-Delete-Entry something something
>
> Wants to know what the something something is :)
>
> Just copy and paste the whole line into here. Easier to troubleshoot 
> if you can see the exact syntax.
>
> Dylan
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Jarl Grøneng
> Sent: Saturday, October 20, 2007 10:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Application-Query-Delete-Entry and server crash...
>
> Thats no problem, can query the string, and also delete them manually.
>
> --
> Jarl
>
> On 10/21/07, Joe D'Souza <[EMAIL PROTECTED]> wrote:
> > **
> >
> > Jarl,
> >
> > What's your query on the run process following the command 
> > Application-Query-Delete-Entry
> >
> >
> > Joe D'Souza
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] Behalf Of Jarl Grøneng
> > Sent: Saturday, October 20, 2007 3:22 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Application-Query-Delete-Entry and server crash...
> >
> >
> > Hi,
> >
> > We see that the server crash when running this active link:
> > INT:CHGTMS:CRQ:ChangeSequence_OneLevelUp_ReBuildFlow
> >
> > This does a Set Field with a $PROCESS\$ Application-Query-Delete-Entry.
> >
> > If we change the active link to do a Run Process 
> > @@:Application-Query-Delete-Entry, this shows up in
> > arerror.log:
> >
> > Failure during an attempt to perform an application command (ARERR 
> > 4554)Application-Query-Delete-Entry "TMS:Flow"  ..
> >
> >
> > ARS 7.01 patch 4
> > Solaris 9
> > Oracle 9
> > ITSM7 patch 4
> >
> >
> > Running patch 2 also crash the server, but then its the notify 
> > function that crash the server...
> >
> > --
> > Jarl 
>

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Re: FW: Copy of Production Database for Testing

[Howard Richter]

My question is what are you running (for example Remedy 7.x with ITSM), also
what database?



What we have done here is create two systems, one production and one
development, that are identical. We are running on Oracle. So after any
production patching, I have our DBAs refresh our development environment
with the production database. We need to address the e-mail mailboxes, the
CAI form and that is about it.



I hope that helps



Howard


On 10/22/07, Ali Musa <[EMAIL PROTECTED]> wrote:
>
> **
>
> Admin Tool à Server Information à Configuration à Enable Archive and then
> go to each form and find where you want your archive.
>
>
>
> The *fastExport** *utility will do the same activity you can run it as
> batch, online using C#-Form or as Web-Application using C#-Web-Page. This
> utility at BMC-REMEDY Customer web-site.
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Clarkson, Timothy
> *Sent:* Monday, October 22, 2007 11:14 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: FW: Copy of Production Database for Testing
>
>
>
> **
>
> Ok,
>
>
>
> I will explain a bit better.
>
>
>
> I have a production server with  a license and this is working fine.
>
>
>
> I have a testing server with a separate license running on the test
> server, I have installed all the component and checked that it is all
> working.
>
>
>
> I am now looking to get the database from the Production server to the
> test server and document this process so I can use it for testing in the
> future.
>
>
>
> Issue:
>
> When I copy the production database to the test server it comes up in demo
> mode, so I am missing something in the copy/setup to allow me to take a copy
> of the Remedy database between two licensed servers.
>
>
>
> Regards
>
>
> __20060125___This posting was submitted with HTML in
> it___ - Disclaimer: The information
> in this email and in any files transmitted with it, is intended only for the
> addressee and may contain confidential and/or privileged material. Access to
> this email by anyone else is unauthorized. If you receive this in error,
> please contact the sender immediately and delete the material from any
> computer. If you are not the intended recipient, any disclosure, copying,
> distribution or any action taken or omitted to be taken in reliance on it,
> is strictly prohibited. Statement and opinions expressed in this e-mail are
> those of the sender, and do not necessarily reflect those of STC.
> __20060125___This posting was submitted with HTML in
> it___




-- 
Howard Richter

Remedy ServiceDesk Manager
CedarCrestone Managed Services Center

[EMAIL PROTECTED]

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Re: Help with ARERR 552

[Dwayne Martin]

We had a similar problem with the User form after upgrading to 7.1.  Support 
asked if we had customized our User form, which we had.  They said to back up 
the data, download a fresh form definition, and delete and re-import the form 
and data.  That sounded scarey to us.

Instead we looked at the message and queried the db for the fieldname of the 
column in question.  Then we copied and deleted that field, saved the form, 
pasted the field back into the form and saved again.  We kept doing that till 
we no longer got the message.  That seems to have fixed the problem.

Apparently you are not supposed to customize the User or Group form, but we 
customized ours six years ago before we knew about the rule.

Dwayne Martin
James Madison University

 Original message 
>Date: Sat, 20 Oct 2007 15:53:37 -0500
>From: strauss <[EMAIL PROTECTED]>  
>Subject: Re: Help with ARERR 552  
>To: arslist@ARSLIST.ORG
>
>   **
>   In spite of my recent experiences with Migrator 7.1
>   between 7.1 servers when the target server is not in
>   development cache mode, if I was in this situation I
>   would try to migrate the Group form from a valid
>   7.0.01.004 installation to the one that
>   is experiencing problems.  Migrator is the only tool
>   I have used that will reliably ADD fields - columns
>   to a table (don't try to remove them), without
>   risking the data or directly editing the form.  I
>   have moved data records successfully with it as
>   well, if you had to go in the other direction. In
>   this case you just need the columns added back to
>   the table.  You could even do it from a def file of
>   the Group form, if you could get a good one from
>   another server.  The only error you might get would
>   be when it tries to update the arsfields table
>   afterwards and finds the existing column ids, but if
>   it fixes the Group table you should be okay -
>   migrator should not create a mismatch between column
>   ids since it maintains the source id unless you tell
>   it to use a new one.  It's one more thing to try...
>
>   Christopher Strauss, Ph.D.
>   Remedy Database Administrator
>   University of North Texas Computing Center
>   http://itsm.unt.edu/
>
> 
>
>   From: Action Request System discussion list(ARSList)
>   [mailto:[EMAIL PROTECTED] On Behalf Of David
>   Sanders
>   Sent: Saturday, October 20, 2007 1:37 PM
>   To: arslist@ARSLIST.ORG
>   Subject: Re: Help with ARERR 552
>
> ** 
>
> Sorry if this has already been suggested, but have
> you tried importing the Group form from a def
> file?  If you go to your ARServer installation
> directory, the Group form def is located in the
> ...\ARServer\InstallForms\en directory.
>
>  
>
> If you have to delete the Group form, the server
> should remain operable as it will use the entries
> in the group_cache table (until the server tries
> to recache).
>
>  
>
> 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 Joe D'Souza
> Sent: Saturday, October 20, 2007 9:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Help with ARERR 552
>
>  
>
> Then maybe restoring the whole table as such is
> not a good idea. What might be a good idea though
> is to restore only the T table that belongs to the
> Group form. Before that though take a backup of
> the data contained in the T table. After restoring
> just the T table, restore the data contained
> within the T table. I had done an operation
> similar to that with the help of an Oracle DBA in
> the past. So if you are on Oracle, this is a
> possibility.
>
>  
>
> After that it will be a good idea to run the AR
> System upgrade, so just in case there is still a
> problem with the Group form, the upgrade script
> may take care of it - depending on whether the
> script is designed to overwrite the user and group
> form on every upgrade.
>
>  
>
> OR maybe you should try running that upgrade
> script in the first place before even the
> restoration of the table as described above..
>
>  
>
> Cheers
>
>  
>
> Joe D'Souza
>
>   -Original Message-
>   From: Action Request System discussion
>   list(ARSList) [mailto:[EMAIL PROTECTED]
>   Behalf Of [EMAIL PROTECTED]
>   Sent: Friday, October 19, 2007 9:07 PM
>   To: ar

Re: FW: Copy of Production Database for Testing

[Ali Musa]

Admin Tool --> Server Information --> Configuration --> Enable Archive
and then go to each form and find where you want your archive.
 
The fastExport utility will do the same activity you can run it as
batch, online using C#-Form or as Web-Application using C#-Web-Page.
This utility at BMC-REMEDY Customer web-site.
 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Clarkson, Timothy
Sent: Monday, October 22, 2007 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: FW: Copy of Production Database for Testing
 
** 
Ok,
 
I will explain a bit better.
 
I have a production server with  a license and this is working fine.
 
I have a testing server with a separate license running on the test
server, I have installed all the component and checked that it is all
working.
 
I am now looking to get the database from the Production server to the
test server and document this process so I can use it for testing in the
future.
 
Issue:
When I copy the production database to the test server it comes up in
demo mode, so I am missing something in the copy/setup to allow me to
take a copy of the Remedy database between two licensed servers.
 
Regards
 
__20060125___This posting was submitted with HTML in
it___


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transmitted with it,
is intended only for the addressee and may contain confidential
and/or privileged material.
Access to this email by anyone else is unauthorized. If you receive
this in error,
please contact the sender immediately and delete the material from
any computer.
If you are not the intended recipient, any disclosure, copying,
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any action taken or omitted to be taken in reliance on it, is
strictly prohibited.
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Re: ARS 7 - Calculating "estimated resolution date" - is it possible?

[Ri Mez]

Thank you very much for this feedback.  You are correct in your
assumption that I have not done much ARS development work. To
complicate matters (for me) my employer will not spend the money to
have me properly trained in ARS development.

I definitely do not want to over-complicate the solution. We are a
24x7x365 operation and our service targets are rather simple at this
point in time. I will therefor follow your advice and develop the
active link.

Again, thanks for the feedback.  I really appreciate it

Richard

On Oct 19, 6:22 pm, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
> Richard,
>
> I think you maybe over complicating things a bit.
>
> The real difficulty is in defining the formula for the calculation.
> However, I will talk thought a very simple example and see if this
> idea might work for you.
>
> Let us say that you have three priorities and for each priority there
> is a fixed amount of time that will be used. So...
>
> Priority 1  --> 1 hour
> Priority 2  --> 8 Hours
> Priority 3  --> 24 hours
>
> If the math is as simple as that AND you are working with a 24x7x365
> business then you might only need three filters that fire on Submit to
> set the 'estimated resolution date' = $TIMESTAMP$ +  for the given Priority>
>
> However, if you do not have a 24x7x365 business then you should look
> at the Application-Bus-Time-Add functionality to avoid setting the
> value to business hours when the business is not open.
>
> But you also mentioned that you have the SLA out of the box
> application too. I would hope that the functionality in SLA would be
> able to "figure out" when the record should be complete. ( Although
> the value may not be in the 'estimated resolution date' field, the
> value should be knowable by the support agent. The agent might even be
> instructed to input the value that SLA calculates into the 'estimated
> resolution date' field.)
>
> HTH.
>
> Also it sounds like you have not done much ARS development work. ( So
> please forgive me if this is not the case. )  Due to the complexity of
> the Out of the Box applications I would suggest that if you are going
> to try to get the application to "use the SLA" date that you do not
> try to do it with an ARS Push Action. Instead, I would suggest that
> you add an active link (that fires on After Submit) to pull (via a
> SetField Action) the value from the related SLA record. The hardest
> part should be getting the Set Field qualification correct.
>
> Good luck.
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
> On 10/19/07, Ri Mez <[EMAIL PROTECTED]> wrote:
>
>
>
> > Thanks for the input DJHuang . I was hoping for something that
> > wouldn't involve creating a new form (I've never done it yet) but it
> > looks like I need to start learning how to do it.
>
> > What I was wondering was if it's possible to use  SLM to push a value
> > to the 'estimated resolution date'.  My biggest problem is how would I
> > get the calculated date?
>
> > The work flow I'm thinking of goes like this:
> > 1. An incident is created. It matches a service target (say 24 hours)
> > for resolution
> > 2. The 0% milestone would take the service target time (say, 24 Hours)
> > and calculate the time of resolution by the reported date of the
> > incident. So if the reported date was 1.10.07 5:12:46 PM the pushed
> > value would be 2.10.07 5:12:46 PM.
> > 3. This value would be pushed to the estimated resolution date field
> > of the incident.
>
> > Is there a way to have ARS calculate this?  Or am I just going with
> > the completely wrong approach?
>
> > Thanks,
> > Richard
>
> > On Oct 18, 2:11 pm, DJHuang <[EMAIL PROTECTED]> wrote:
> > > Hello,
>
> > >   Pardon and correct me for typo or poor grammar if there's any.
> > >   I have similar situation but need to calculate based on user's site.
> > >   But I think it's not that different.
>
> > >   You can create a form, keep the mapping in the form like:
> > >   Priority=High, ETA=1hr, EstResolved=2hr, something like this.
> > >   Then you need to compose a filter to calculate and push the value.
>
> > >1. Create a filter when priority is modified or has been set a value.
> > >2. Use the value of Priority as keyword, lookup in the form you just
> > >created, you get the ETA and EstResolved factor accordingly.
> > >3. Use Application-Bus-Time-Add sort of functions to calculate the
> > >real ETA EstResolved date/time.
> > >4. Push the calculated value back to the incident ticket.
>
> > >   Hope this could help a little bit.
>
> > >  DJHuang
>
> > > 2007/10/18, Ri Mez < [EMAIL PROTECTED]>:
>
> > > > Hi Everyone,
>
> > > > I've a situation right now where the IT Mangers are requesting that
> > > > Remedy be able to calculate the estimated resolution date
> > > > automatically based on the priority of an incident.  As far as I know
> > > >

Re: FW: Copy of Production Database for Testing

[Clarkson, Timothy]

** 

Ok,

 

I will explain a bit better.

 

I have a production server with  a license and this is working fine.

 

I have a testing server with a separate license running on the test
server, I have installed all the component and checked that it is all
working.

 

I am now looking to get the database from the Production server to the
test server and document this process so I can use it for testing in the
future.

 

Issue:

When I copy the production database to the test server it comes up in
demo mode, so I am missing something in the copy/setup to allow me to
take a copy of the Remedy database between two licensed servers.

 

Regards

 


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Re: Form not displaying in Thin Client

[Viji.PK]

Hi All,

I reconfigured the server by deleting and adding the server from server
settings and its works!!

Regards,
Viji

-
Thanks,
Viji
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