Mid Tier Cache Nirvana?
Now that 8.1 SP1 is public (at least for AR and CMDB)... Mid Tier 8.1 SP1 has a new capability where users are not suppose to have to clear their cache to pick up MT changes. https://docs.bmc.com/docs/display/public/ars81/Updating+browser+cache *Notes* - Starting with BMC Remedy AR System Service Pack 1, you need not manually flush the browser cache whenever there is a change in forms and other metadata in the AR System server. The changed forms are automatically fetched from the mid tier and are reloaded in your browser. The way I understand it this doesn't remove the need to sync/flush MT cache as an admin but removes the next step where we have to tell our users to clear their browser cache. Too good to be true? Does it really work? I haven't had a chance to pound on it yet. I thought I would share this happy news since this has been an obvious pain point in this community and to our end users. Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Mid Tier Cache Nirvana?
Oh, and back by popular demand: Copying field information to a new requesthttps://docs.bmc.com/docs/display/public/ars81/Copying+field+information+to+a+new+request You can copy information from the fields in an existing form to a form in New request mode *in the mid tier application*. Yes, this is available in 7.6.04 SP5 but it is now int he 8.1 product as well. Jason On Wed, Feb 12, 2014 at 12:04 AM, Jason Miller jason.mil...@gmail.comwrote: Now that 8.1 SP1 is public (at least for AR and CMDB)... Mid Tier 8.1 SP1 has a new capability where users are not suppose to have to clear their cache to pick up MT changes. https://docs.bmc.com/docs/display/public/ars81/Updating+browser+cache *Notes* - Starting with BMC Remedy AR System Service Pack 1, you need not manually flush the browser cache whenever there is a change in forms and other metadata in the AR System server. The changed forms are automatically fetched from the mid tier and are reloaded in your browser. The way I understand it this doesn't remove the need to sync/flush MT cache as an admin but removes the next step where we have to tell our users to clear their browser cache. Too good to be true? Does it really work? I haven't had a chance to pound on it yet. I thought I would share this happy news since this has been an obvious pain point in this community and to our end users. Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Mid Tier Cache Nirvana?
Hi Jason, Wasn't this new feature just going back to the way it used to be prior to 7.6.3? In 7.5 and earlier you could just set your cache expiry to 0 and then only ever have to flush the mid-tier, not the client's browser. Since 7.6.3 the behaviour where you need to flush the local cache as well as the mid-tier for form changes etc was sprung on us and now has there been a rethink? Yes I much prefer the new behaviour which I believe is similar to the way it worked in mid tier 7.5 and earlier. Rod On 12 February 2014 16:04, Jason Miller jason.mil...@gmail.com wrote: ** Now that 8.1 SP1 is public (at least for AR and CMDB)... Mid Tier 8.1 SP1 has a new capability where users are not suppose to have to clear their cache to pick up MT changes. https://docs.bmc.com/docs/display/public/ars81/Updating+browser+cache *Notes* - Starting with BMC Remedy AR System Service Pack 1, you need not manually flush the browser cache whenever there is a change in forms and other metadata in the AR System server. The changed forms are automatically fetched from the mid tier and are reloaded in your browser. The way I understand it this doesn't remove the need to sync/flush MT cache as an admin but removes the next step where we have to tell our users to clear their browser cache. Too good to be true? Does it really work? I haven't had a chance to pound on it yet. I thought I would share this happy news since this has been an obvious pain point in this community and to our end users. Jason _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: FTS and Remedy 8.1 in a Server Group
Hi, You can take a look here: https://communities.bmc.com/community/bmcdn/bmc_atrium_and_foundation_techno logies/bmc_remedy_ar_system/blog/2013/08/30/the-pulse-fts-fortification I had a customer on the weekend have trouble with Re-indexing. They increased the resources to the Plugin's (4GB RAM) and had to move Escalations off to another server than the one performing the Indexing. It is recommended to stop the Escalations and Searching whilst re-indexing. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: 11 February 2014 23:26 To: arslist@ARSLIST.ORG Subject: FTS and Remedy 8.1 in a Server Group ** Is anyone out there installed RKM in v. 8.1.002 and in a Server Group and FTS enabled? We are having issues where the indexing is hung. I noticed there is a 8.1.01 ARS now available and it addresses some issues with FTS, but in the notes it mentioned that 'in a Server Group environment the ft_pending table may have forms that cannot be indexed' there is no fix and the workaround is blowing away that table. Indexing never stops. And while its indexing any new Knowledge articles are not searchable until I blow away that table. Our fear is that we are missing indexes if I prematurely stop indexing.. Our single server development is fine. Maybe my configuration of FTS is also wrong on my system for Server Groups. Anyone know where I can go to get more info on FTS configuration on Server Grouped environment for 8.x? _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Impact Analysis of CMDB upgrade from 7.6.04 to 7.6.04SP2
Dear Team, We have the current set of BMC tools implemented in Production ARS 7.6.04 SP3 CMDB 7.6.04 ITSM 7.6.04 SP2 ADDM 9.0.2 BPPM 8.6 sp3 In order to Integrate CMDB with BPPM we need to have CMDB extension pack and need to Upgrade CMDB 7.6.04 to CMDB 7.6.04 SP2. I would like to know if there is any impact analysis kind of document or information available just to go thorugh it and prepare for implementation. Thanks for your help. Thanks Ziyan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Mid Tier Cache Nirvana?
** I guess the help will be updated in the future, BMC didn't explain the "sync in cluster" new option as well (it's visible in the screen capture there):https://docs.bmc.com/docs/display/public/ars81/Using+the+sync+cache+optionIt seems that all mid-tier will sync altogether now (?)On 12 Feb, 2014,at 09:50 AM, Rod Harris r...@smapps.com.au wrote:**Hi Jason,Wasn't this "new" feature just going back to the way it used to be prior to 7.6.3? In 7.5 and earlier you could just set your cache expiry to 0 and then only ever have to flush the mid-tier, not the client's browser. Since 7.6.3 the behaviour where you need to flush the local cache as well as the mid-tier for form changes etc was sprung on us and now has there been a rethink?Yes I much prefer the "new" behaviour which I believe is similar to the way it worked in mid tier 7.5 and earlier.RodOn 12 February 2014 16:04, Jason Miller jason.mil...@gmail.com wrote:**Now that 8.1 SP1 is public (at least for AR and CMDB)... Mid Tier 8.1 SP1 has a new capability where users are not suppose to have to clear their cache to pick up MT changes.https://docs.bmc.com/docs/display/public/ars81/Updating+browser+cacheNotesStarting with BMC Remedy AR System Service Pack 1, you need not manually flush the browser cache whenever there is a change in forms and other metadata in the AR System server. The changed forms are automatically fetched from the mid tier and are reloaded in your browser.The way I understand it this doesn't remove the need to sync/flush MT cache as an admin but removes the next step where we have to tell our users to clear their browser cache.Too good to be true? Does it really work? I haven't had a chance to pound on it yet. I thought I would share this happy news since this has been an obvious pain point in this community and to our end users.Jason_ARSlist: "Where the Answers Are" and have been for 20 years__ARSlist: "Where the Answers Are" and have been for 20 years__ARSlist: "Where the Answers Are" and have been for 20 years_
Re: Mid Tier Cache Nirvana?
** Well it's actually already on documentation :Dhttps://docs.bmc.com/docs/display/public/ars81/Cache+Settings+parametersOn 12 Feb, 2014,at 10:11 AM, "laurent matheo" lm...@me.com wrote:I guess the help will be updated in the future, BMC didn't explain the "sync in cluster" new option as well (it's visible in the screen capture there):https://docs.bmc.com/docs/display/public/ars81/Using+the+sync+cache+optionIt seems that all mid-tier will sync altogether now (?)On 12 Feb, 2014,at 09:50 AM, Rod Harris r...@smapps.com.au wrote:**Hi Jason,Wasn't this "new" feature just going back to the way it used to be prior to 7.6.3? In 7.5 and earlier you could just set your cache expiry to 0 and then only ever have to flush the mid-tier, not the client's browser. Since 7.6.3 the behaviour where you need to flush the local cache as well as the mid-tier for form changes etc was sprung on us and now has there been a rethink?Yes I much prefer the "new" behaviour which I believe is similar to the way it worked in mid tier 7.5 and earlier.RodOn 12 February 2014 16:04, Jason Miller jason.mil...@gmail.com wrote:**Now that 8.1 SP1 is public (at least for AR and CMDB)... Mid Tier 8.1 SP1 has a new capability where users are not suppose to have to clear their cache to pick up MT changes.https://docs.bmc.com/docs/display/public/ars81/Updating+browser+cacheNotesStarting with BMC Remedy AR System Service Pack 1, you need not manually flush the browser cache whenever there is a change in forms and other metadata in the AR System server. The changed forms are automatically fetched from the mid tier and are reloaded in your browser.The way I understand it this doesn't remove the need to sync/flush MT cache as an admin but removes the next step where we have to tell our users to clear their browser cache.Too good to be true? Does it really work? I haven't had a chance to pound on it yet. I thought I would share this happy news since this has been an obvious pain point in this community and to our end users.Jason_ARSlist: "Where the Answers Are" and have been for 20 years__ARSlist: "Where the Answers Are" and have been for 20 years__ARSlist: "Where the Answers Are" and have been for 20 years_
Re: Mid Tier Cache Nirvana?
I remember there always being some element of needing to clear browser cache with 6.x to 7.5. Or at least forcing the browser to bypass it's cache. You are right it got much worse after 7.5. I think a lot of it is in-line forms (heavily used in ITSM now). When I am doing pure custom development my habits are more or less the same as they were in v6 (don't clear browser cache, just CTRL+F5). When that development starts to use in-line forms is when I have to start clearing the browser cache. Jason ** Hi Jason, Wasn't this new feature just going back to the way it used to be prior to 7.6.3? In 7.5 and earlier you could just set your cache expiry to 0 and then only ever have to flush the mid-tier, not the client's browser. Since 7.6.3 the behaviour where you need to flush the local cache as well as the mid-tier for form changes etc was sprung on us and now has there been a rethink? Yes I much prefer the new behaviour which I believe is similar to the way it worked in mid tier 7.5 and earlier. Rod On 12 February 2014 16:04, Jason Miller jason.mil...@gmail.com wrote: ** Now that 8.1 SP1 is public (at least for AR and CMDB)... Mid Tier 8.1 SP1 has a new capability where users are not suppose to have to clear their cache to pick up MT changes. https://docs.bmc.com/docs/display/public/ars81/Updating+browser+cache *Notes* - Starting with BMC Remedy AR System Service Pack 1, you need not manually flush the browser cache whenever there is a change in forms and other metadata in the AR System server. The changed forms are automatically fetched from the mid tier and are reloaded in your browser. The way I understand it this doesn't remove the need to sync/flush MT cache as an admin but removes the next step where we have to tell our users to clear their browser cache. Too good to be true? Does it really work? I haven't had a chance to pound on it yet. I thought I would share this happy news since this has been an obvious pain point in this community and to our end users. Jason _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Make Hidden or Disable some elements of the Application List Menu
Hi all, we work with AR Server 7.6.0.4 SP5 and ITSM 7.6.04 SP4. we want to disable or make hidden one or more elements of the Application List Menu on the Landing Console Form (see Figure attached). Can anyone help us? Thanks in advance. Regards. Salvo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Apllication.PNG Description: Binary data
Re: [EXTERNAL] reporting methods for ARS 8.1
*BusinessObjects Enterprise XI 3.1 Server is no longer supported and beyond EOL according to SAP.. * *Where is BMC standing on this discussion.. * On Tue, Feb 11, 2014 at 7:36 PM, David Ferguson david.fergu...@5kfish.comwrote: ** Yurbi has an out of the box integration with ARS 8.1 that provides a codeless approach to creating reports and dashboards and an easy way to integrate the Remedy data with any other datasource. We just made a few enhancements described here - http://www.5kfish.com/blogs/exciting-enhancements-to-yurbi-for-bmc-remedy-v9-12-25-2/ On the first image on the left you can see all the modules we have pre-built but you can add any customizations through the interface. thanks, David On Tue, Feb 11, 2014 at 5:48 PM, Schon, Stuart stuart.sc...@au.fujitsu.com wrote: ** Xtraction is also a viable reporting and Dashboard product. Fast with lots of features. Built in integration with Remedy. *Stuart Schon Service Desk Systems - ManagerFujitsu Australia Limited* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Wednesday, 12 February 2014 6:55 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: [EXTERNAL] reporting methods for ARS 8.1 ** Thank you bruce.. On Tue, Feb 11, 2014 at 10:54 AM, Bruce - Gmail bruke...@gmail.com wrote: ** I thought the BO xi 3.1 r2 sp5.3 should allow java 1.7 to be used? Sent from my iPhone On Feb 11, 2014, at 7:39 AM, patrick zandi remedy...@gmail.com wrote: ** There are 4 strategies for reporting : CR, BOA, Birt, Adhoc that I know of - an yes I could create my own with a UT Custom. Of those it appears most are old and or have security issues - old java:: business objects xi 3.1 crystal reports 2011 -- Requires 2008 Max 32 bit only, and is old and some newer JAVA versions do not run with it (which makes it insecure) and at some places they will not allow it to run - due to security risk (it is really old) Analytics: while the 7.6.04 version and 8.0 version can be installed you can only us certain versions of JAVA and some of those are EOL -- or you pay for extended support. you cannot run dynamic reports either, from the mid-tier it is a on demand version (login to web client or login to server and use thick client). You can email and post to sharepoint on a timed basis. Birt is using version 2.5 (but newer versions 4.5? I think is out) but BMC is only compatible with 2.5 Adhoc: yup just a bunch of data points. BMC : appears weak for either integration or continued reporting with models that are forward looking and security conscience. CR 2013 is out but cannot use it. Am I incorrect in some of these observations? Could someone tell me that CR 3.1 is passing their NESSUS scans and JAVA can be 1.7.X or 1.8.X ? How about CR 2013 server -- is there any future that BMC will allow reporting from this? How are people handling the WEB and press a button to get reports? Birt? Just asking... On Mon, Feb 10, 2014 at 5:34 PM, Stroud, Natalie K nkst...@sandia.gov wrote: ** I am unclear what question you are asking, Patrick. Are you asking which reporting methods compatible with 8.1 are the most secure/security compliant? Thanks, *Natalie Stroud* SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Monday, February 10, 2014 1:47 PM *To:* arslist@ARSLIST.ORG *Subject:* [EXTERNAL] reporting methods for ARS 8.1 ** CR 2008 server (old and most likely not security compliant) -- is there anything newer that is compatible? Analytics (that cannot do reports from the web like CR just email/sharepoint - and login) and is close to not being security compliant (JAVA VERSIONS). BIRT (older version 2.5 -- but not the latest ) Again security problems? Adhoc (yuk) Anyone got any good answers? -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- *David A. Ferguson* Work: 571-354-0515 Fax: 702-974-2704 Email: david.fergu...@5kfish.com Website: http://www.5kfish.com http://www.linkedin.com/in/davferg _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have
due to escalation some text lines adding in arerror log
Dear Team, There is one escalation running on so and so time and having two actions (set change flag and process) running perfectly. However I getting below lines added in arerror log for each records escalation qualification is passing. Sun Feb 09 01:25:01 2014 390603 : Failure while trying to run the filter/escalation process (ARERR 24) Sun Feb 09 01:25:01 2014 SET-CHANGE-FLAG 0 Could you please suggest what is the problem? Regards, Sandy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: due to escalation some text lines adding in arerror log
Well...the main problem is that that Run-Process is a client side (Active Link) run process, and shouldn't be in a filter/escalationso wherever you happen to have it should be removed. On Wed, Feb 12, 2014 at 6:57 AM, Sandeep Pandey sandeep.rem...@gmail.comwrote: ** Dear Team, There is one escalation running on so and so time and having two actions (set change flag and process) running perfectly. However I getting below lines added in arerror log for each records escalation qualification is passing. Sun Feb 09 01:25:01 2014 390603 : Failure while trying to run the filter/escalation process (ARERR 24) Sun Feb 09 01:25:01 2014 SET-CHANGE-FLAG 0 Could you please suggest what is the problem? Regards, Sandy _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] reporting methods for ARS 8.1
Funny thing is the 8.1 documentation does still have it listed. CR Thanks for the other Yurbi and the Xtraction idea's. On Wed, Feb 12, 2014 at 8:36 AM, patrick zandi remedy...@gmail.com wrote: *BusinessObjects Enterprise XI 3.1 Server is no longer supported and beyond EOL according to SAP.. * *Where is BMC standing on this discussion.. * On Tue, Feb 11, 2014 at 7:36 PM, David Ferguson david.fergu...@5kfish.com wrote: ** Yurbi has an out of the box integration with ARS 8.1 that provides a codeless approach to creating reports and dashboards and an easy way to integrate the Remedy data with any other datasource. We just made a few enhancements described here - http://www.5kfish.com/blogs/exciting-enhancements-to-yurbi-for-bmc-remedy-v9-12-25-2/ On the first image on the left you can see all the modules we have pre-built but you can add any customizations through the interface. thanks, David On Tue, Feb 11, 2014 at 5:48 PM, Schon, Stuart stuart.sc...@au.fujitsu.com wrote: ** Xtraction is also a viable reporting and Dashboard product. Fast with lots of features. Built in integration with Remedy. *Stuart Schon Service Desk Systems - ManagerFujitsu Australia Limited* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Wednesday, 12 February 2014 6:55 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: [EXTERNAL] reporting methods for ARS 8.1 ** Thank you bruce.. On Tue, Feb 11, 2014 at 10:54 AM, Bruce - Gmail bruke...@gmail.com wrote: ** I thought the BO xi 3.1 r2 sp5.3 should allow java 1.7 to be used? Sent from my iPhone On Feb 11, 2014, at 7:39 AM, patrick zandi remedy...@gmail.com wrote: ** There are 4 strategies for reporting : CR, BOA, Birt, Adhoc that I know of - an yes I could create my own with a UT Custom. Of those it appears most are old and or have security issues - old java:: business objects xi 3.1 crystal reports 2011 -- Requires 2008 Max 32 bit only, and is old and some newer JAVA versions do not run with it (which makes it insecure) and at some places they will not allow it to run - due to security risk (it is really old) Analytics: while the 7.6.04 version and 8.0 version can be installed you can only us certain versions of JAVA and some of those are EOL -- or you pay for extended support. you cannot run dynamic reports either, from the mid-tier it is a on demand version (login to web client or login to server and use thick client). You can email and post to sharepoint on a timed basis. Birt is using version 2.5 (but newer versions 4.5? I think is out) but BMC is only compatible with 2.5 Adhoc: yup just a bunch of data points. BMC : appears weak for either integration or continued reporting with models that are forward looking and security conscience. CR 2013 is out but cannot use it. Am I incorrect in some of these observations? Could someone tell me that CR 3.1 is passing their NESSUS scans and JAVA can be 1.7.X or 1.8.X ? How about CR 2013 server -- is there any future that BMC will allow reporting from this? How are people handling the WEB and press a button to get reports? Birt? Just asking... On Mon, Feb 10, 2014 at 5:34 PM, Stroud, Natalie K nkst...@sandia.gov wrote: ** I am unclear what question you are asking, Patrick. Are you asking which reporting methods compatible with 8.1 are the most secure/security compliant? Thanks, *Natalie Stroud* SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Monday, February 10, 2014 1:47 PM *To:* arslist@ARSLIST.ORG *Subject:* [EXTERNAL] reporting methods for ARS 8.1 ** CR 2008 server (old and most likely not security compliant) -- is there anything newer that is compatible? Analytics (that cannot do reports from the web like CR just email/sharepoint - and login) and is close to not being security compliant (JAVA VERSIONS). BIRT (older version 2.5 -- but not the latest ) Again security problems? Adhoc (yuk) Anyone got any good answers? -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- *David A. Ferguson* Work: 571-354-0515 Fax: 702-974-2704 Email: david.fergu...@5kfish.com Website: http://www.5kfish.com http://www.linkedin.com/in/davferg _ARSlist: Where the Answers Are and have
Re: Caught Exception issue... (Mid Tier 8.1 Hotfixes)
I just have to comment this makes me happy. I am also still stubbornly clinging to the 7.6.04 User Tool. :) They'll take my User tool when they pry it from my cold, dead hard drive... So true. :) `Elyse -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck Sent: Tuesday, February 11, 2014 3:36 PM To: arslist@ARSLIST.ORG Subject: Re: Caught Exception issue... (Mid Tier 8.1 Hotfixes) Great thread, brings a smile. Every time I install a newer Dev Studio (like the recent 8.101 upgrade), I re-install my 7.6.04 User.exe because the newer stuff sometimes breaks it and I refuse to give it up. It still works against the newer servers, at least for now. I still do my table exports from User because I find the web interface to be click-happy and clunky. They'll take my User tool when they pry it from my cold, dead hard drive... Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years smime.p7s Description: S/MIME cryptographic signature
ARGetListEntryWithFields - Field ID is not related to this form (ARERR 311)
Hi, We are facing a strange issue in our system. ITSM 7.6 patch 001 ARS 7.5 patch 003A The error message we are getting is as below: ARGetListEntryWithFields - Field ID is not related to this form (ARERR 311) in Overview console when sorting on custom columns added The problem is occuring recently despite no code changes been made to add any new field in Overview Console and last change made weeks before and no issue was reported post deployment. We pefromed cache flush in mid tier and also deleted browse cache but it is of no issue. kindly suggest if anyone has any idea. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Windows 7 w/ Dev 8
Thanks, I figured out what was wrong and got it working. Dev wants a 64 bit java and I had a 32 bit java. Works fine now. Thanks, Ron Young “Do not grow tired in doing good, for at the proper time you will benefit if you don’t give up.” (Gal 6:9 - Paul) Never quit! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow Sent: Tuesday, February 11, 2014 10:05 AM To: arslist@ARSLIST.ORG Subject: Re: Windows 7 w/ Dev 8 I think you need to go into your Dev Studio directory and update the devstudio.ini file - change this line to point to the correct java location: C:\Program Files\Java\jre1.6.0_37\bin\javaw.exe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young Sent: Monday, February 10, 2014 1:45 PM To: arslist@ARSLIST.ORG Subject: Windows 7 w/ Dev 8 I had to convert my XP machine to Win 7. I then loaded Dev 8.1 and then downloaded Java 7. I now get this error when trying to finish installing Dev 8.1: You have selected an incorrect 64-bit JRE path. Please select the correct JRE path and continue. I have the path set like this: C:\Program Files\Java\jre7 Now also my c drive is being encrypted at this time so I am not sure if that could be stopping it from being loaded or what. Let me know if you can help. Ron ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years - No virus found in this message. Checked by AVG - www.avg.com Version: 2014.0.4259 / Virus Database: 3658/7001 - Release Date: 01/14/14 Internal Virus Database is out of date. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
What can the Email Engine do?
Hello List, I'm hoping you can guide us, We are configuring the email engine for the first time, however, we would like to know if it can handle bi- directional communicate between mailboxes for modification/updates of a single ticket? 1. Application A send to the Remedy mailbox an email to open a incident ticket. 2. On open of that request, Remedy sends the status/incident number/etc to Application A. 3. In Remedy the incident is updated, Status change/Support Personnel Change/Work Description/Severity/ etc, this change is updated in Application A 4. In Application A, the incident is updated, Status change/Support Personnel Change/Work Description/Severity/ etc, this change is updated in Remedy. How does the mailbox handle, storming event in the mailbox? Requests to open and update multiple events in parallel? We are upgrading to 8.1.00 Email Engine which will be configured against 2010 Outlook mailbox. 8.1.00 Patch 2 ARS on UNIX 6.1.7 On 11G, with 8.1.00 Patch 2 Midtier on WebSphere 8.5 all on UNIX 6.1.7. Also will be upgrading OS to UNIX 7 or UNIX 6.1.8. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM Consultant Needed in Boston MA
Hello Remedy Experts! I have a contracting opportunity for an experienced Remedy Developer near Boston, MA. We're looking for someone with experience installing, configuring and customizing ITSM version 7.5+. Previous experience assisting a customer with an upgrade to 8.0+ is a HUGE plus. We're looking for someone that's willing to come on as a W2/1099/Corp-Corp hourly contractor. This project will require you to be 100% on site in Andover, MA. If you're traveling from outside the area we will need to negotiate an all-inclusive rate that includes travel costs. Hourly rate ~$80 with some room for negotiation. WE CANNOT WORK WITH STAFFING FIRMS ON THIS OPPORTUNTIY. WE CAN ONLY WORK WITH INDIVIDUAL CONTRACTORS! PLEASE NOT STAFFING FIRMS. WE CANNOT PROVIDE SPONSORSHIP TO WORK IN THE UNITED STATES FOR THIS OPPORTUNITY. If you're interested please shoot me an email, call me directly or apply to the link below. Job description is also below. http://ch.tbe.taleo.net/CH16/ats/careers/requisition.jsp?org=WINDWARDITScws=1rid=538 Thanks, Chris Werner Technical Recruiter [cid:image001.jpg@01CF27E0.A3FD5580]http://www.windwardits.com/index.php 2300 Corporate Park Dr. Suite 400 | Reston, VA 20191 (703) 812-0117 (desk)|(703) 401-7681 (cell)|(703) 935-7126 (fax) Follow us [cid:image002.png@01CF27E0.A3FD5580] http://www.linkedin.com/company/15364?goback=.fcs_MDYS_windward+it+solutions_false_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2trk=ncsrch_hits [cid:image003.png@01CF27E0.A3FD5580] http://www.facebook.com/pages/Windward-IT-Solutions/135581570177?ref=tsfref=ts [cid:image004.jpg@01CF27E0.A3FD5580] https://twitter.com/windwardits View Our Current Openings!https://ch.tbe.taleo.net/CH16/ats/careers/searchResults.jsp?org=WINDWARDITScws=1 Windward IT Solutions is at the forefront of Service-Centric IT. With strategic consulting, unparalleled technical expertise and our proven Windward Service-Centric IT RoadMap, we help our clients align the core competencies of process, organization, information and technology to run the most sensitive and mission-critical IT environments in the world. If you are an experienced BMC Remedy Consultant and are seeking an established, mid-sized company to work with, consider a career at Windward IT Solutions! We offer numerous opportunities to expand your experience in various areas depending upon your aptitude and interests. Our employees are not only passionate and driven, but strive to ensure customer quality is delivered consistently and effectively. Position Summary: As a result of our continued success we are currently seeking to add to our team a BMC Remedy consultant with experience extracting detailed customer requirements and implementing those requirements within BMC Remedy 7.5+. The consultant will also have the aptitude to lend technical assistance during the analysis, design, and implementation of BMC Remedy Service Management applications, for large Federal, enterprise and service provider clients. The candidate must have experience and knowledge in deploying core functionality in an out of box BMC Remedy ITSM system; this includes the ability to install the system on multiple server platforms and databases. The characteristics of this position include: a working command of technology and architectural concepts; the ability to perform an analysis of client processes; ability to document and develop workflows for system functionality and customization. The successful candidate will work as part of a team on client engagements with some direct supervision. Position Responsibilities: Work with client management and staff to integrate the client's business objectives, current technical infrastructure, and state of the art technologies into enterprise-wide solutions. Design and/or assess operational processes for effective enterprise wide network and systems technology management. Position Requirements: Must have development experience with BMC Remedy ITSM version 7.5+ on multiple platforms. Must be able to provide application support for the configuration, customization, and administration of the Remedy ITSM application in close coordination with the customer staff. Must have experience extracting customer/business requirements and developing implementation strategy for ITSM solution. Must have a good working knowledge Incident and Problem Management process principles, relationships, and metrics. Must have experience with modification of workflows, form customization and Web Services interfaces Familiarity with or ITIL(r) certifications preferred. Desired Skills: Minimum of 8 years of hands-on experience implementing, configuring, and customizing BMC Remedy ARS / ITSM systems Minimum of 2 years of Web services implementation experience desired. A high degree of interpersonal skill in working with various levels of technical and business oriented individuals is required. Prior experience in a consulting
Re: What can the Email Engine do?
This is a feature that was added after Release 7.6.04 that allow Rules to be created to do what you are requesting. The only issue is that you will need to create a people record for the application A for this to work. The RBE will not allow the Incident to be updated it only allows Work Info entries after the initial creation. You would need to create a customization for Application A to update the Incident. -Original Message- From: Dee ddus...@aim.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Feb 12, 2014 10:41 am Subject: What can the Email Engine do? Hello List, I'm hoping you can guide us, We are configuring the email engine for the first time, however, we would like o know if it can handle bi- directional communicate between mailboxes for odification/updates of a single ticket? 1. Application A send to the Remedy mailbox an email to open a incident ticket. . On open of that request, Remedy sends the status/incident number/etc to pplication A. . In Remedy the incident is updated, Status change/Support Personnel hange/Work Description/Severity/ etc, this change is updated in Application A . In Application A, the incident is updated, Status change/Support Personnel hange/Work Description/Severity/ etc, this change is updated in Remedy. How does the mailbox handle, storming event in the mailbox? Requests to open and pdate multiple events in parallel? e are upgrading to 8.1.00 Email Engine which will be configured against 2010 utlook mailbox. .1.00 Patch 2 ARS on UNIX 6.1.7 On 11G, with 8.1.00 Patch 2 Midtier on ebSphere 8.5 all on UNIX 6.1.7. lso will be upgrading OS to UNIX 7 or UNIX 6.1.8. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Make Hidden or Disable some elements of the Application List Menu
Salvo, check arcontainer table. we are on 8.1 and i disabled one links by deleting entry from this form.Should be same on 7604. Look for Name,label fields to see what you are looking to delete.Restart Ar server after delete and flush cache. Take necessary backup before deleting entries.This solution might not work if you want some group to see the entry and some not, our requirement was we will never use that option so it was safe to delete.Will be interested to know if there are other ways to implement this. regards Ravi Rai Date: Wed, 12 Feb 2014 10:59:55 +0100 From: team.rem...@libero.it Subject: Make Hidden or Disable some elements of the Application List Menu To: arslist@ARSLIST.ORG Hi all, we work with AR Server 7.6.0.4 SP5 and ITSM 7.6.04 SP4. we want to disable or make hidden one or more elements of the Application List Menu on the Landing Console Form (see Figure attached). Can anyone help us? Thanks in advance. Regards. Salvo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] reporting methods for ARS 8.1
Ditto. Many of us want to know BMC's stance on keeping up with a number of the 3rd party products they either ship or support. LJ and I had a bit of a discussion in Upgrade AI to latest release of Pentaho Spoon https://communities.bmc.com/ideas/2499. That Idea is specifically about Pentaho but it applies to reporting, web services, etc. I agree with LJ that staying up with the latest available product just to be on the latest and greatest isn't appropriate or needed however in many cases we see the version gaps continually grow as years go by. Many Times as Patrick noted with vulnerabilities that are not acceptable in an organization or support was dropped by the vendor completely (and why the vulnerabilities are never addressed). With one product my team supports we have not been able to use Java newer than 1.4. In the newest release (released in 2013) that was updated to Java 1.5 which hasn't been updated since 2009 and is full of vulnerabilities that will never be addressed. And yes this product runs a Jetty web server so it is exposed on the network beyond just local Java processes. Our Infosec team wants to have a talk with this vendor to see why they don't appear to take security serious when providing what they claim is an enterprise class application. This could be a factor in deciding if we are going to continue using their products. BMC, don't be our next vendor that needs to meet with our Infosec team. Jason On Wed, Feb 12, 2014 at 5:36 AM, patrick zandi remedy...@gmail.com wrote: ** *BusinessObjects Enterprise XI 3.1 Server is no longer supported and beyond EOL according to SAP.. * *Where is BMC standing on this discussion.. * On Tue, Feb 11, 2014 at 7:36 PM, David Ferguson david.fergu...@5kfish.com wrote: ** Yurbi has an out of the box integration with ARS 8.1 that provides a codeless approach to creating reports and dashboards and an easy way to integrate the Remedy data with any other datasource. We just made a few enhancements described here - http://www.5kfish.com/blogs/exciting-enhancements-to-yurbi-for-bmc-remedy-v9-12-25-2/ On the first image on the left you can see all the modules we have pre-built but you can add any customizations through the interface. thanks, David On Tue, Feb 11, 2014 at 5:48 PM, Schon, Stuart stuart.sc...@au.fujitsu.com wrote: ** Xtraction is also a viable reporting and Dashboard product. Fast with lots of features. Built in integration with Remedy. *Stuart Schon Service Desk Systems - ManagerFujitsu Australia Limited* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Wednesday, 12 February 2014 6:55 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: [EXTERNAL] reporting methods for ARS 8.1 ** Thank you bruce.. On Tue, Feb 11, 2014 at 10:54 AM, Bruce - Gmail bruke...@gmail.com wrote: ** I thought the BO xi 3.1 r2 sp5.3 should allow java 1.7 to be used? Sent from my iPhone On Feb 11, 2014, at 7:39 AM, patrick zandi remedy...@gmail.com wrote: ** There are 4 strategies for reporting : CR, BOA, Birt, Adhoc that I know of - an yes I could create my own with a UT Custom. Of those it appears most are old and or have security issues - old java:: business objects xi 3.1 crystal reports 2011 -- Requires 2008 Max 32 bit only, and is old and some newer JAVA versions do not run with it (which makes it insecure) and at some places they will not allow it to run - due to security risk (it is really old) Analytics: while the 7.6.04 version and 8.0 version can be installed you can only us certain versions of JAVA and some of those are EOL -- or you pay for extended support. you cannot run dynamic reports either, from the mid-tier it is a on demand version (login to web client or login to server and use thick client). You can email and post to sharepoint on a timed basis. Birt is using version 2.5 (but newer versions 4.5? I think is out) but BMC is only compatible with 2.5 Adhoc: yup just a bunch of data points. BMC : appears weak for either integration or continued reporting with models that are forward looking and security conscience. CR 2013 is out but cannot use it. Am I incorrect in some of these observations? Could someone tell me that CR 3.1 is passing their NESSUS scans and JAVA can be 1.7.X or 1.8.X ? How about CR 2013 server -- is there any future that BMC will allow reporting from this? How are people handling the WEB and press a button to get reports? Birt? Just asking... On Mon, Feb 10, 2014 at 5:34 PM, Stroud, Natalie K nkst...@sandia.gov wrote: ** I am unclear what question you are asking, Patrick. Are you asking which reporting methods compatible with 8.1 are the most secure/security compliant? Thanks, *Natalie Stroud* SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 -
Re: What can the Email Engine do?
Thank you. We are looking at the RBE. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: View forms and Web Service ARERR 9130
Everyone, I have had a review and testing done to confirm that there is no requirement for a Field 8 (the Short Description field) to be present on a form for Web Services to work. The team did tests using a view form without this field defined and there were no issues. Tests were run on 7.6.04 and 8.1 just to be sure. Now, the question is whether the Web Service WSDL definition tries to reference a field 8 (maybe things were created when the form had a field 8 and it was removed or maybe someone copied from another form that had a field 8?) and the error is because it says to do something to field 8 but it doesn't exist on the form so the system is confused. Or, is the work getting to the server and workflow is seeing the error (logging on will show you this). I don't think this is the case from the style of the error returned. There can always be an issue of course, but fundamentally, there is no issue with Web Services and a field 8 requirement. Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, February 11, 2014 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: View forms and Web Service ARERR 9130 ** it may be possible they 'fixed' this in later versionsit's been quite some time since I have challenged this 'knowledge' on newer versions of Remedy. On Tue, Feb 11, 2014 at 1:25 PM, Grooms, Frederick W frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote: LJ, I'm on 7.6.04 SP3 (Linux) and consume web services from several Display Only forms without this error (and those forms do not have Field 8) Display Only form has a button that does a Service Action to the same Display Only form. A service filter does a Web Service Set Fields action to consume a service from another app and return the data back to the user. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, February 11, 2014 1:27 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: View forms and Web Service ARERR 9130 ** Web service plugin uses field 8, any form that consumes a web service must have a field 8 :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Tuesday, February 11, 2014 1:18 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: View forms and Web Service ARERR 9130 Check your mapping and workflow. We use web services against View and Join forms without this issue. What is your web service doing? If it is doing a Push fields to another form that may be where the issue is actually occurring. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Mac McMillan Sent: Tuesday, February 11, 2014 12:05 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: View forms and Web Service ARERR 9130 We use view forms in our application. Hence, not all the core fields are present. When executing a web service (probably on mid-tier also), an ARERR 9130 occurs and report ???: 8 Field does not exist ... and a http 500 error is returned (Internal Server Error). I haven't touched a remedy web service since, well, it's been a while. Any ideas on a work around? TIA, ==Mac ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Where the Answers Are, and have been for 20 years _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1
I am looking for a way to hide/disable the Knowledge Article section that appears in SRM 8.1 after searching for a service. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1
It is not possible thru configuration We customized few workflow to stop searching and also customized SRS:Servicerequestconsole to hide Knowledge panel. Thanks Ravi Rai Date: Wed, 12 Feb 2014 15:46:37 -0500 From: stacy.f...@state.ca.gov Subject: Is there a way to hide the Knowledge Article link when searching for a service on the SRM in 8.1 To: arslist@ARSLIST.ORG I am looking for a way to hide/disable the Knowledge Article section that appears in SRM 8.1 after searching for a service. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
User not getting window open in Create more (ARUser 7.6.03)
ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: User not getting window open in Create more (ARUser 7.6.03)
Hi, Have you cleared out the User Tool local cache files (/HOME directory), maybe one has become corrupt which is causing the issue? This would follow the user profile where they are logged in (if using a common directory). Just a thought. _ Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: 12 February 2014 22:19 To: arslist@ARSLIST.ORG Subject: User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03)
Carl, Sorry, I was afraid of being too long winded. I cleared ALL .arf and .arv files and folders. She has even logged in on different machines and it still happens. Plus I'm trying to solve this remotely and when I did get to visit and see the event there wasn't time to try different scenarios. I was thinking that when she did log into a different machine she was not the OSUser and may have had local folder permissions issues. I was assured that she did try this as well as logging into the PC and ARUser as herself. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Wednesday, February 12, 2014 5:30 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** Hi, Have you cleared out the User Tool local cache files (/HOME directory), maybe one has become corrupt which is causing the issue? This would follow the user profile where they are logged in (if using a common directory). Just a thought. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: 12 February 2014 22:19 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: User not getting window open in Create more (ARUser 7.6.03)
The ar.ini file is null. I used the preference record for that user and matched it to a user who is working correctly. I would really love to pull that Cisco Call center system apart but I don't have the source code for what was built for this environment. And since it works for everyone else it can't be the utility. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Wednesday, February 12, 2014 5:28 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** If you renamed and created new User records then you created new cache records (as they are built using the Record ID and not the login) Could the Operator have saved data in the User Preferences (since that is by login) or in the ar.ini on the PC? Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Wednesday, February 12, 2014 4:19 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03)
Are you using a preference server? Have you cleared the preferences for this user? On Wed, Feb 12, 2014 at 3:40 PM, Reiser, John J john.j.rei...@lmco.comwrote: ** Carl, Sorry, I was afraid of being too long winded. I cleared ALL .arf and .arv files and folders. She has even logged in on different machines and it still happens. Plus I'm trying to solve this remotely and when I did get to visit and see the event there wasn't time to try different scenarios. I was thinking that when she did log into a different machine she was not the OSUser and may have had local folder permissions issues. I was assured that she did try this as well as logging into the PC and ARUser as herself. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson *Sent:* Wednesday, February 12, 2014 5:30 PM *To:* arslist@ARSLIST.ORG *Subject:* EXTERNAL: Re: User not getting window open in Create more (ARUser 7.6.03) ** Hi, Have you cleared out the User Tool local cache files (/HOME directory), maybe one has become corrupt which is causing the issue? This would follow the user profile where they are logged in (if using a common directory). Just a thought. -- Kind Regards, *Carl Wilson* http://www.missingpiecessoftware.com/ *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Reiser, John J *Sent:* 12 February 2014 22:19 *To:* arslist@ARSLIST.ORG *Subject:* User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can't prove that it is the culprit I can't force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can't reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It's not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator's account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: User not getting window open in Create more (ARUser 7.6.03)
Look in the AR System User Preference form Search for the Users Record Clear it or make it the same as a working user. Dale Jones DCS Raleigh, NC 919-523-6034 From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Reiser, John J [john.j.rei...@lmco.com] Sent: Wednesday, February 12, 2014 5:18 PM To: arslist@ARSLIST.ORG Subject: User not getting window open in Create more (ARUser 7.6.03) ** ARS Server 7.6.04 SP5 ARUser 7.6.03 I have three Helpdesk operators taking customer tickets on our home built helpdesk. They run aruser on their windows 7 PC and then there is a third party utility connected to the phone system that accesses the aruser.exe process and forces open the appropriate form based on the Helpdesk number that was called. This 3rd party utility is a blackbox to me and since I can’t prove that it is the culprit I can’t force them to call in the vendor for troubleshooting. The scenario goes like this: A customer calls on Line 1 the utility opens Form 1 in aruser.exe . Line 2 opens form 2 and so on. All forms are supposed to open in Create (green screen) mode. After the request is submitted I close the form with an AL to prevent window bloat because the 3rd party can’t reuse an open window. So for one of the operators the process opens in create mode the first time the aruser.exe is run. All subsequent interaction with the 3rd party utility opens the correct form but in Search mode. It’s not machine specific. It happens on any machine that the Operator use. And when I had the Operator use a dummy account with the same permissions the system worked first time and every time after that. So we have confined the issue to the Operators account. I saved the account to another name and created a new user record with the original name from the Active Directory. She still gets the bad functionality, works the first time but not subsequent times. Active Link logs on the operator’s account only shows what happens after the utility runs. Would the arreload command reset the User-cache and maybe clear her problem. Thank you, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Query regarding SUBSTR() function
Hi Experts, Your expertise is required again!! Is it possible to use the function SUBSTR() inside the Text section of the filter's Notify action? I tried it with no luck. Your suggestion is much appreciated. Thanks Regards, Shashi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Query regarding SUBSTR() function
Hi Sashi, Function calls can't be used in many places where keywords or fields are expanded. This is one of several places like that including the Run If on filters and active links. In your situation you will have to do the substr in a separate action and put the results in a field that you then include in the text. Rod On 13 February 2014 15:35, shashidhar M S shashi.catch...@gmail.com wrote: Hi Experts, Your expertise is required again!! Is it possible to use the function SUBSTR() inside the Text section of the filter's Notify action? I tried it with no luck. Your suggestion is much appreciated. Thanks Regards, Shashi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
