Re: Permission problem

[Downing, Ryan]

To further the idea of a manual flush….please try the following steps:

Manually clearing the midtier cache


· Shutdown the tomcat service.

· Delete the contents of the following folders:

o   /cache/

o   /cachetemp/  [might need to check if the folder exists. If it 
does, delete the contents] – Delete files if folder exists.

o   /PluginsCache/

o   /WEB-INF/classes and delete the two files viewstats.dat and 
viewstats.dat.bak

o   /Work/Catalina/localhost/arsys/

o   /temp/

· Restart tomcat service

· Check if preload checkbox is checked in the midtier config

o   If yes, preload will automatically commence.

o   If no, enable preload, and then click “Flush cache” to trigger preload. 
(Note Click on Flush Cache only once.)
Preload progress can be monitored in midtier logs – INFO level logging.

Hope this helps  ☺

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, August 07, 2014 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Permission problem

**
Charlie,
Have you shut down Tomcat, deleted all of the contents of the 'cache' directory 
for Mid-Tier, and restarted?...this is moderately different than a 'Flush 
Cache' from the config console.

On Thu, Aug 7, 2014 at 9:02 AM, Charlie Lotridge 
mailto:lotri...@mcs-sf.com>> wrote:
**
I'm at a loss and would appreciate any suggestions on how to fix this.

I have a field on a form that has no privileges configured on it, so no one but 
full admins should see it.  But for some reason an underprivileged user account 
can see this field on the mid-tier running on the same machine, call it machine 
QA.  I have the same form on a server & mid-tier running on machine DEV, and 
the field is appropriately invisible to the (effectively) same user account.

If I point DEV's mid-tier at server QA, the field is appropriately invisible.

If I point QA's mid-tier at server DEV, the field is appropriately invisible.

I've tried the above on different browsers running on different machines with 
the same results.

So, it seems that the problem manifests ONLY when QA's mid-tier is pointing at 
QA's server.

I've (of course) tried flushing the cache on QA's mid-tier, bouncing QA's 
Tomcat, and even bouncing machine QA itself, but the problem persists.  And 
during the these bounces, I've turned off QA's cache persistence but no joy.

The field (in this case) is a display field, so this is NOT an issue about 
seeing or modifying data without appropriate privileges.  So I have no reason 
to suspect a problem with ARS itself not enforcing permission policies, and in 
fact the evidence (outlined above) would seem to suggest something wrong with 
QA's mid-tier.  But it IS an issue (to me) that the field is visible.

I've simplified my description here a bit and the problem does extend beyond 
what I've described here.  But my guess is that if I can solve this problem the 
other similar elements will resolve too.  Still, if appears relevant I can 
describe more details.

All of the servers and mid-tiers are running v8.1.01

Has anyone seen this before?  Any suggestions on how to fix this?  I haven't 
gone as far as uninstalling/reinstalling the mid-tier or tomcat yet, do anyone 
think this will help?

Thanks,
Charlie
_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: ITSM Computer System Asset Form Primary Key

[Downing, Ryan]

Hi Drew/Jenny,

The Computer System ITSM/Atrium form (AST:ComputerSystem) is a multi-level join 
form. Each of the underlying base forms use a few different indexes (composite 
or single field indexes)but...the common unique index they use is the 
'InstanceId' field (field ID 179). The "AST:ComputerSystem" form is joined to 
the "AST:Attributes" form using the "ReconciliationIdentity" field (Field ID 
400129200). All of the Atrium related lower level base forms use the 
'InstanceId' as their primary unique index.

Hope this helps,
Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Holderness, Jennifer
Sent: Tuesday, October 15, 2013 9:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Computer System Asset Form Primary Key

**
All,

Great question, I have the same. If anyone has a data dictionary they would be 
willing to share, I would be interested.

Best regards,

Jenny Holderness


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller
Sent: Tuesday, October 15, 2013 8:32 AM
To: arslist@ARSLIST.ORG
Subject: ITSM Computer System Asset Form Primary Key

**
Good morning everyone. Could someone tell me what the primary key is on the 
ITSM Asset Module Computer System form, for the BMC Asset dataset? Thank you.

Drew Shuller
Soto Cano Air Base, Honduras
_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: SW00308322

[Downing, Ryan]

Hi Rajesh,

Call up support and work with them to get the attached definition files.

I will send you the issue number you need to reference in a separate thread.

This is not a defect or KA, it is a customer created issue through support.

This issue was closed in January 2010.

Hope this helps  :)
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair
Sent: Wednesday, October 09, 2013 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: SW00308322

**

To add more this ticket wasn't raised by me or any of my colleagues
On 9 Oct 2013 22:25, "Rajesh Nair" 
mailto:rajesh.nair@gmail.com>> wrote:

Hello list
Was seaching in bmc KB for any thing related to our ongoing issue related to sla
Why going through KB i came across the this fix and they have said you can find 
the def in the related ticket id 3303385
I tried my best to get this information but to vain
Is there a way i can get this def file from from the ticket?
_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: Include fields from multiple Forms in filter Notification Message

[Downing, Ryan]

Susan,

I just realized….the table field is already on the task form…..

Create a temp display only field….and a filter guide (table loop) with filters 
to run through the table and perform the concatenations…then fire the 
notification using the temp field contents.

The only way to include fields from multiple forms (short of writing your own 
plugin to do so) is using join forms or tertiary forms that contain all of the 
data from the multiple base forms.

Ryan  ☺

From: Downing, Ryan
Sent: Thursday, October 03, 2013 3:20 PM
To: arslist@ARSLIST.ORG
Subject: RE: Include fields from multiple Forms in filter Notification Message

Hello again  ☺

If you require all work info entries…then as far as I am aware you are limited 
to either creating a join on the 2 forms and pushing to the join form where ID 
= ID and send the notifications form the join……or

Create the table field on the TMS:Task form and have a filter guide table loop 
to concatenate all of the work info records to a single temp field and use this 
field (in conjunction with any native task fields) to create the notify action.

I am sure there are probably other ways to accomplish this…but…the table field 
loop would be the most effective way that I can think of  ☺

Hope this helps
Regards,
Ryan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Champagne, Susan
Sent: Thursday, October 03, 2013 3:14 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Include fields from multiple Forms in filter Notification Message

**

Yes Ryan, I do hope to include all of the work info entries, not just the most 
recent.

Your ideas are great; but, again, I wonder if there isn’t already a means of 
including fields from multiple forms into one filter, without having to create 
a new form or table or field on the primary form.

Thanks.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Downing, Ryan
Sent: October-03-13 3:08 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Include fields from multiple Forms in filter Notification Message

**
Hi Susan,

There are a few ways to accomplish what you want to do…Tauf mentioned a good 
way….also….

Keep in mind that there is a one to many relationship between a task and work 
info records (many work info records per task record). Do you need all 
potential entries included? Or just the most recent?

You could create a join form between TMS:Task and its Work Info form with all 
of the fields you need and either query the new join….or have notification 
workflow fire off of the join form (ensuring that any direct access URL is 
handled to point back to the real task form)
You could add a table field to the TMS:Task form for the Work Info form to get 
any or all of the associated work info records to include in the filter notify….

Hope this helps,

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Thursday, October 03, 2013 3:00 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Include fields from multiple Forms in filter Notification Message

**
Thanks Tauf; I will likely take this route, but…So, am I correct in assuming 
that there is no way to include fields from multiple forms in one filter?
Susan
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Tauf Chowdhury
Sent: October-03-13 2:56 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Include fields from multiple Forms in filter Notification Message

**
Susan,
You could create workflow so that when the task is set to closed, you pull that 
data from the task work info form and append all the data you grab to the Notes 
field with some sort of delimiter. Then you can include the notes in your 
notification. If you don't want to use notes, you could create an additional 
field to hold this data.

Sent from my iPhone

On Oct 3, 2013, at 11:49 AM, "Champagne, Susan" 
mailto:schampa...@hsnsudbury.ca>> wrote:
**
Hi folks,
I currently have a filter that sends a notification message to a task 
submitter, alerting him/her when a task status changes to “Closed”. I have been 
asked to add the Work Info fields, summary, notes, submitted by, and submitted 
date, to the notification message. I’m not finding anything in the guides that 
indicates how to pull fields into a filter notify action from multiple forms. 
Since the primary form is TMS:Task, I seem to be limited to using fields from 
this form only.

Can anyone tell me if there is a way to include fields from another form?

Tx

Susan




The information contained in this e-mail and document(

Re: Include fields from multiple Forms in filter Notification Message

[Downing, Ryan]

Hello again  ☺

If you require all work info entries…then as far as I am aware you are limited 
to either creating a join on the 2 forms and pushing to the join form where ID 
= ID and send the notifications form the join……or

Create the table field on the TMS:Task form and have a filter guide table loop 
to concatenate all of the work info records to a single temp field and use this 
field (in conjunction with any native task fields) to create the notify action.

I am sure there are probably other ways to accomplish this…but…the table field 
loop would be the most effective way that I can think of  ☺

Hope this helps
Regards,
Ryan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Thursday, October 03, 2013 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Include fields from multiple Forms in filter Notification Message

**

Yes Ryan, I do hope to include all of the work info entries, not just the most 
recent.

Your ideas are great; but, again, I wonder if there isn’t already a means of 
including fields from multiple forms into one filter, without having to create 
a new form or table or field on the primary form.

Thanks.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Downing, Ryan
Sent: October-03-13 3:08 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Include fields from multiple Forms in filter Notification Message

**
Hi Susan,

There are a few ways to accomplish what you want to do…Tauf mentioned a good 
way….also….

Keep in mind that there is a one to many relationship between a task and work 
info records (many work info records per task record). Do you need all 
potential entries included? Or just the most recent?

You could create a join form between TMS:Task and its Work Info form with all 
of the fields you need and either query the new join….or have notification 
workflow fire off of the join form (ensuring that any direct access URL is 
handled to point back to the real task form)
You could add a table field to the TMS:Task form for the Work Info form to get 
any or all of the associated work info records to include in the filter notify….

Hope this helps,

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Thursday, October 03, 2013 3:00 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Include fields from multiple Forms in filter Notification Message

**
Thanks Tauf; I will likely take this route, but…So, am I correct in assuming 
that there is no way to include fields from multiple forms in one filter?
Susan
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Tauf Chowdhury
Sent: October-03-13 2:56 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Include fields from multiple Forms in filter Notification Message

**
Susan,
You could create workflow so that when the task is set to closed, you pull that 
data from the task work info form and append all the data you grab to the Notes 
field with some sort of delimiter. Then you can include the notes in your 
notification. If you don't want to use notes, you could create an additional 
field to hold this data.

Sent from my iPhone

On Oct 3, 2013, at 11:49 AM, "Champagne, Susan" 
mailto:schampa...@hsnsudbury.ca>> wrote:
**
Hi folks,
I currently have a filter that sends a notification message to a task 
submitter, alerting him/her when a task status changes to “Closed”. I have been 
asked to add the Work Info fields, summary, notes, submitted by, and submitted 
date, to the notification message. I’m not finding anything in the guides that 
indicates how to pull fields into a filter notify action from multiple forms. 
Since the primary form is TMS:Task, I seem to be limited to using fields from 
this form only.

Can anyone tell me if there is a way to include fields from another form?

Tx

Susan




The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way. 
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_


The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. I

Re: Include fields from multiple Forms in filter Notification Message

[Downing, Ryan]

Hi Susan,

There are a few ways to accomplish what you want to do…Tauf mentioned a good 
way….also….

Keep in mind that there is a one to many relationship between a task and work 
info records (many work info records per task record). Do you need all 
potential entries included? Or just the most recent?

You could create a join form between TMS:Task and its Work Info form with all 
of the fields you need and either query the new join….or have notification 
workflow fire off of the join form (ensuring that any direct access URL is 
handled to point back to the real task form)
You could add a table field to the TMS:Task form for the Work Info form to get 
any or all of the associated work info records to include in the filter notify….

Hope this helps,

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Thursday, October 03, 2013 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Include fields from multiple Forms in filter Notification Message

**
Thanks Tauf; I will likely take this route, but…So, am I correct in assuming 
that there is no way to include fields from multiple forms in one filter?
Susan
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Tauf Chowdhury
Sent: October-03-13 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Include fields from multiple Forms in filter Notification Message

**
Susan,
You could create workflow so that when the task is set to closed, you pull that 
data from the task work info form and append all the data you grab to the Notes 
field with some sort of delimiter. Then you can include the notes in your 
notification. If you don't want to use notes, you could create an additional 
field to hold this data.

Sent from my iPhone

On Oct 3, 2013, at 11:49 AM, "Champagne, Susan" 
mailto:schampa...@hsnsudbury.ca>> wrote:
**
Hi folks,
I currently have a filter that sends a notification message to a task 
submitter, alerting him/her when a task status changes to “Closed”. I have been 
asked to add the Work Info fields, summary, notes, submitted by, and submitted 
date, to the notification message. I’m not finding anything in the guides that 
indicates how to pull fields into a filter notify action from multiple forms. 
Since the primary form is TMS:Task, I seem to be limited to using fields from 
this form only.

Can anyone tell me if there is a way to include fields from another form?

Tx

Susan




The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way. 
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_


The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way.
_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: Support Company based muti-tenancy

[Downing, Ryan]

Hi John,



If I understand your dilemma correctly then ITSM 8.1 should be able to handle 
this scenario with the following assumptions:



1. Support people have "Unrestricted Access"

2. End users have "Restricted Access" to the Company (department) to which they 
belong



In ITSM 8.1 multi-tenancy works as follows:



Ø  Multi-tenancy is a feature in the BMC Remedy Applications that enables you 
to control which records and specific configuration data are exposed to a user, 
based on the user’s permissions. Tenancy is based and controlled at the Company 
level.  Various forms in the BMC Remedy Applications expose one or more Company 
fields that control the tenancy access for a given record.

Ø  Row-level security typically works as follows:

o   On main user facing transactional forms:

§  Tenancy is based on the  Customer Company and/or Process Company defined on 
the record (sets field 112)

§  Tenancy is also based on the Support Companies assigned to a record (sets 
field 60900)

o   Child forms:

§  Child form should inherit their parents tenancy permissions

o   Join forms

§  Tenancy should be inherited from either the primary or secondary form 
identified within the join criteria especially if one of the forms is a user 
facing transactional form



Ø  Tenancy is implemented using the Row-level Security feature of AR.  In 
summary we determine which groups or roles have access to a request through the 
permissions on the Request ID field (field ID 1).

-  In the Remedy Applications this is controlled by the following 
permissions on field ID 1

§  10 = Unrestricted Access

§  7 = Assignee Groups (field 112)

§  60900 = Vendor Assignee Groups (field 60900, typically only used for 
transactional based forms)

-  These permissions are used to drive the tenancy model in the apps.  
Both Assignee Groups and Vendor Assignee Groups are referred to as Implicit 
Groups in AR.

-  In the apps we assign Company permission groups to these two 
Implicit Groups to control access to records.  Hence our tenancy model is based 
on Company access.  Unrestricted Access permission group is a regular AR 
permission group.  If a form is going to be row-level secured in the Apps (or 
multi-tenant) we typically assign these three permission groups to field ID 1 
on that form.  Note, Vendor Assignee Groups (field 60900) typically contains 
the AR permissions group ID for Support Companies that are assigned to a record 
(e.g. for Incident that would be the Assigned and Owner Support Company; for 
Change that would be the Change Coordinator and Manager Support Company, etc.). 
 The Vendor Assignee Groups permission is not required on all forms and it 
typically found on transactional based forms.

-  So in order for a user to see a record, on a form that is 
multi-tenant, they need to either have the Unrestricted Access permission 
group, which gives them access to all records as this is defined on field ID 1 
on all tenant forms OR they need to have access granted by one of the two 
Implicit Groups.



You’re use case in ITSM 8.1 would mean that the customer company is stored in 
field 112 (Assignee Groups) and the support user company is stored in field 
60900 (Vendor Assignee Groups) (on all main transactional forms: incident, 
problem, change…etc…). Since Field ID 1 on these forms has permissions to both 
field 112 and 60900 the appropriate people should see the request.



Support users should be allowed to see all requests as they have unrestricted 
access.



(hopefully I have understood you’re use case properly  ☺)



Hope this helps.



Regards,

Ryan.





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Marshall
Sent: Monday, September 30, 2013 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Support Company based muti-tenancy



I wanted to see if anyone out there can give me some suggestions on how to 
accomplish the following in the ITSM 8.1 environment WITHOUT any coding changes…



I am working for a university that has several departments that would like to 
use the ITSM in a multi tenancy fashion; so each department would like to have 
their own set of rules, support groups, etc. and NOT allow the other 
departments to see their tickets and them not see the other department’s 
tickets.

So far, it sounds like a straight multi-tenancy setup, however the issue here 
is that ALL the departments would like use the same user base but have their 
department rules apply.



I know that I can use the “Support Company Access Config” to share the people 
data across the various departments, but then my dilemma is that when a support 
user select a customer, that customer’s company gets populated with a company 
which might not be (and probably won’t be) the same company (department) of the 
support user, so the support user’s company (department) rules will not be 
applied, it will be the rules associat

Re: What are "z1D Char**" fields

[Downing, Ryan]

Hi Sagar,



Z1D Char fields are display only fields used in workflow as a way to 
temporarily store and/or manipulate data during processing. Typically these 
fields are not in any views so they would not be seen. If you want to see them 
you could add them to a given view using Dev Studio. You can add as many z1D 
Char fields as you need.



Use the "Outline" icon to access fields not in a view



[cid:image001.png@01CEBA82.C04BA1E0]



Use the “Show Fields Not in View” button (where the cursor is in the screensot)



[cid:image002.jpg@01CEBA83.246DF0B0]



Hope this helps  ☺



Regards,

Ryan.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar G Anandpara
Sent: Thursday, September 26, 2013 6:17 AM
To: arslist@ARSLIST.ORG
Subject: What are "z1D Char**" fields



Hi List,



Recently I faced some issue and while going through the logs, I saw few fields 
with name z1D Char**

(where** indicate some number, e.g. 01, 02, etc, example: z1D Char05).



So, when checked on the form for the field to see it's/ their significance, 
could not locate the field itself.



Can anyone please help me understand the field- where and how is it used and 
where is it located? Can we add similar field/s to the form (if at all actually 
available on any form)?



If its coming from some API Call, can anyone please tell me which API and can 
we see and modify that API to have similar more fields.?





Best Regards,

Sagar



___

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: Benefit of Objects' Conversion between Origin and Custom Objects

[Downing, Ryan]

Hi Sagar,

There are "Custom" objects which are specific to a given customer (not a BMC 
server object) and there are "Overlays" which is a customization performed by a 
customer on a BMC server object (form, AL, filter...etc..).

Please refer to the following link for more information.also ensure to view 
all of the "Child" pages embedded within the link

https://docs.bmc.com/docs/display/ars81/About+overlays

Hope this helps,
Ryan.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar G Anandpara
Sent: Friday, August 30, 2013 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Benefit of Objects' Conversion between Origin and Custom Objects

Hi List, 

With ARS v8.1.00, a new functionality is added with which we can do conversion 
of an Origin object (or a field) to a Custom Object (or a field) or vise versa.

But doing so, what would be benefit and which scenario can that be useful.

Any helpful answers greatly appreciated.

Regards,
Sagar

___
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: SQL Query

[Downing, Ryan]

Kathy,

Unless you need to keep the records in this form.perform a truncate on the 
T H and B tables

If it is the RE:Job Runs form the records on only for referencenothing 
else..

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, August 15, 2013 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Query

**
**
Our performance is so poor right now that we are doing this directly thru SQL.
I did not do a query on C1, I queried C8.  Is there something that need to do 
with C1?
We are trying to stabilize things because a lot of records are created in the 
table and it's degrading performance right now.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, August 15, 2013 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Query

**
Don't forget your H350 table too.  But the C1 from T350 if I remember right is 
the C1 from H350 & B350.

Also, can't you do this with an escalation or filter?  If you do this with 
workflow the system will get all the sub tables for you.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, August 15, 2013 7:26 AM
To: arslist@ARSLIST.ORG
Subject: SQL Query

**
Hi,

I am trying to remove specific records from a table (T350).
If I run a SQL query on a Remedy form that has a T-table (T350) with a B-table 
(B350) attachments,
Am I going to be able to delete the data in both tables?

My query:
Select C8 from T350
Where C8 = 'Reconciliation'

My concern is... how am I going to delete the records in the B-table that are 
associated with the records from the T table?
The Column C8 does not exist in the B350 table so I cannot write...
Select C8 from B350
Where C8 = 'Reconciliation'  - C8 does not exist in the B table.





_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: SQL Query

[Downing, Ryan]

Kathy,

Is this about the RE:Job Runs form?

Use ARSystem to do the delete. It will clean up H and B tables for you. Did you 
create the filter to do the delete?

Are you having an issue deleting the RE:Job runs records?

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Thursday, August 15, 2013 10:26 AM
To: arslist@ARSLIST.ORG
Subject: SQL Query

**
Hi,

I am trying to remove specific records from a table (T350).
If I run a SQL query on a Remedy form that has a T-table (T350) with a B-table 
(B350) attachments,
Am I going to be able to delete the data in both tables?

My query:
Select C8 from T350
Where C8 = 'Reconciliation'

My concern is... how am I going to delete the records in the B-table that are 
associated with the records from the T table?
The Column C8 does not exist in the B350 table so I cannot write...
Select C8 from B350
Where C8 = 'Reconciliation'  - C8 does not exist in the B table.





_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: Job Runs

[Downing, Ryan]

Kathy,

I answered to quickly.to accommodate the "Abort" qualificationthe "Run 
If" statement of the filter needs to be if 'Status' = "Abort"

Then

Application-Delete-Entry "$SCHEMA$" $Request ID$

Ryan.

From: Downing, Ryan
Sent: Wednesday, August 14, 2013 2:53 PM
To: arslist@ARSLIST.ORG
Subject: RE: Job Runs

Hi Kathy,

If the "Action" is a pure "Run Process" then use (in filter or escalation):
Application-Delete-Entry "$SCHEMA$" $Request ID$

If the "Action" is a 'Set Fields' within a filter or escalation use:
$PROCESS$ Application-Delete-Entry "$SCHEMA$" $Request ID$

AND

If the "Action" is from an Active Link to delete on the server use:
$PROCESS$ @@: Application-Delete-Entry "$SCHEMA$" $Request ID$

Hope this helps

Regards,
Ryan.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Kathy Morris
Sent: Wednesday, August 14, 2013 2:49 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Job Runs

**
Hi,

We have a lot of re jobs that are aborting.
I am trying to delete reconciliation job runs as they come in that have a 
status = abort.
Would a run process filter like this work?
Filter action:  run process @@:Application-Delete-Entry "$SCHEMA$" $Request ID$

I only want to delete records that have status of "abort."
_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: Job Runs

[Downing, Ryan]

Hi Kathy,

If the "Action" is a pure "Run Process" then use (in filter or escalation):
Application-Delete-Entry "$SCHEMA$" $Request ID$

If the "Action" is a 'Set Fields' within a filter or escalation use:
$PROCESS$ Application-Delete-Entry "$SCHEMA$" $Request ID$

AND

If the "Action" is from an Active Link to delete on the server use:
$PROCESS$ @@: Application-Delete-Entry "$SCHEMA$" $Request ID$

Hope this helps

Regards,
Ryan.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, August 14, 2013 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Job Runs

**
Hi,

We have a lot of re jobs that are aborting.
I am trying to delete reconciliation job runs as they come in that have a 
status = abort.
Would a run process filter like this work?
Filter action:  run process @@:Application-Delete-Entry "$SCHEMA$" $Request ID$

I only want to delete records that have status of "abort."
_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: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

[Downing, Ryan]

Hi Thad,

What is the name of the EPD file you are launching? Is it:
ARSuiteKitWindowsx.x.zip
OR
ARSuiteKitDeveloperWindowsx.x.zip
Where x.x  =  version  -->  8.1
I am hoping you have "ARSuiteKitWindowsx.x.zip" this is the one with all 
components
ARSuiteKitDeveloperWindowsx.x.zip  --> has only Developer Studio

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Wednesday, August 14, 2013 12:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Has anyone installed 8.1.00.001 yet (8.1 patch 1)?

**
Thad,
After an extensive call with support (still ongoing in one environment), it 
picks the installed components automatically out of any xml files it 
encounters...but the problem is that it may pick the 'wrong' fileso, my 
recommendation for you would be to find all of the *InstalledConfiguration.xml 
files and rename those that you don't want the patch installer touching...and 
go through the ones you leave in place and make sure that everything is working 
'as designed' in that file before trying the install again.

On Wed, Aug 14, 2013 at 10:50 AM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:
**
Laurent,

When I run the installer on the server, there is maybe 4 screens to click 
"Next" through (welcome, agree to terms, etc) but none that let me select any 
options.  Which doesn't bother me so much as I know BMC is trying to make their 
installs less needy, but then on the installation review screen, the only thing 
that it says its going to install is Developer Studio.  There is no on-screen 
acknowledgement that any AR Server components will be installed.  On the 
advisement of support, I went ahead and clicked install with the hopes that the 
server stuff would be installed anyway.  The installer reports success and I 
now have Dev studio on my server (wasn't the goal), but no indication that the 
AR server itself is at patch 1 (looked at server configuration, 
share:application properties, and the "installed configuration" in the 
maintenance tool).

To add to the oddness, when I run the installer on my PC with the intent of 
bringing Dev Studio up to patch 1, I get an error "No features are selected to 
install".  Of course, it never gave me a window to select any options.

Anyway, it sounds like there is an issue with my environment, as you guys 
aren't having the same issues.

Thanks for helping me check.
Thad

On Wed, Aug 14, 2013 at 12:26 AM, laurent matheo 
mailto:lm...@me.com>> wrote:
**
Hi,

Went ok for me this morning. I didn't need to launch the installer as 
administrator (though for 8.0 patch xxx I had to, but it was a different 
environment).

What kind of error do you have?

On 14 Aug, 2013,at 03:04 AM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:
**
Hi,

Can someone let me know if you have successfully downloaded and installed ARS 
8.1 patch 1 for a Windows environment?  The file I'm getting out of the EPD 
doesn't appear to have everything, and the installer is misbehaving when I try 
to install what is in the file.  I have an open support ticket with BMC, but 
there isn't much headway being made so I'm hoping to at least level-set that 
the EPD file is good (or not).

Thanks,
Thad
_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_

_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: Archiving question

[Downing, Ryan]

Hi Howard,

Please refer to the following link:

https://docs.bmc.com/docs/display/public/ars8000/Characteristics+of+archive+forms


* When the BMC Remedy AR System creates a new archive form, the 
following two fields are included on the form:
[PicExportError]   Original Request ID (ID 450)
[PicExportError]   Original Create Date (ID 451)
These fields contain the Request ID and Create Date from the main form. These 
fields are not placed in the view. To add them, open the archive form in BMC 
Remedy Developer Studio, and choose Form > Add/Remove Fields On View. Then, 
move the fields to the Fields in View table.
You can use the Create Date of the archive form as the archive date. The 
remaining core fields on the archive form contain the same values as the main 
form.
* Data fields, attachment pools, and panel holder cannot be modified or 
added to an archive form. All other field types, such as trim or table, can be 
added or modified.
* The data fields in the main and archive form have identical field 
limits. The permissions on archive forms are always read access.
Hope this helps,

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, August 14, 2013 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Archiving question

**
Good morning, afternoon and evening all,

We are looking into some issues with data that was archived and need to verify 
some info.

So I need to ask, if you enable archiving on a form, and it moved the record to 
the new archived form what is the create date of the record?

Would it be the date the record was created in the original form or when it was 
created in the new archive form?

Thanks,

Howard
_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: Date field calculations using $DATE$ in the expression.. (SANITY CHECK)

[Downing, Ryan]

Hi Joe,

I have done the same in the past.but..just like a date/time field we 
have to use seconds for the manipulation

I just tried the same for fun.and it holds true.seconds are required.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, August 12, 2013 10:13 PM
To: arslist@ARSLIST.ORG
Subject: Date field calculations using $DATE$ in the expression.. (SANITY CHECK)

**
This is like a sanity check just to make sure I am not doing something wrong.

If in a Date only field (Not Date / Time field with Display type as Date), if I 
were to manupulate a date value of 15 days from now, I would still need to find 
the number of seconds in 15 days and add it to the $DATE$ value, right?

I asked this because that is what I had to do, and I thought Date only field 
was number of days from a certain calander date B.C to a certain calander date 
B.C.E. (details unimportant) so with that one would think it would be enough to 
just add 15 to $DATE$ to get 15 days ahead. However I get proper results only 
when I find the number of seconds in those 15 days and add to $DATE$, which I 
thought is kind of what I might have not expected.

Joe
_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: BMC_Person

[Downing, Ryan]

Hi Kathy,

Please look into the following documentation:

https://docs.bmc.com/docs/display/public/itsmwork/Synchronizing+people+information+for+BMC+Remedy+ITSM+Suite

There are a number of child pages to go through...but...all of the information 
you need should be there for you

Hope this helps  :)

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Wednesday, August 07, 2013 3:10 PM
To: arslist@ARSLIST.ORG
Subject: BMC_Person

**
Hi,

How do I get users from CTM:People into the BMC_Person class?
We have over 40,000 users in CTM:People, however they are not in BMC_Person.
We need to have the 40,000 in BMC_Person.

_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: Searching for a Field ID in Dev Studio

[Downing, Ryan]

Object relationships must be turned on but you can use Field ID as search 
criteria.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Monday, August 05, 2013 4:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Searching for a Field ID in Dev Studio

**
You can use the Search menu item.   I don't remember if field ID's require you 
to have  Record-Object-Relationships  turned on or not.

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hutcheson, Heather
Sent: Monday, August 05, 2013 3:17 PM
To: arslist@ARSLIST.ORG
Subject: Searching for a Field ID in Dev Studio

**
Is there a way to search for a field ID in Dev Studio without checking the 
field list in the outline of each form?

Thank you,
Heather


_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: Add a new Work Info Type to Incident

[Downing, Ryan]

Hi Thomas,



Are you in "Base Development" mode?



[cid:image001.png@01CE89C1.EDA833C0]



Ryan.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thomas
Sent: Friday, July 26, 2013 3:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add a new Work Info Type to Incident



Got to bother you once more with this, my development skills seem to be a bit 
rusty.



Why can't I add or remove values to field z1D_Activity_Type? The buttons in Dev 
Studio are just grayed out. I can only edit the existing values.



Cheers,

Thomas



___

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: Add a new Work Info Type to Incident

[Downing, Ryan]

Hi Thomas,

You may also want to check the following forms to ensure that you keep 
consistency throughout installed applications  :)  :

FIELD.FIELDNAME

FIELD.FIELDID

ARSCHEMA.NAME

z1D_Activity Type*

301398600

CHG:Change Dialogs

z1D_Activity Type*

301398600

CHG:Change Dialogs Classic

z1D_Activity Type

301398600

CHG:ChangeInterface

z1D_Activity Type

301398600

CHG:ChangeInterface_Create

z1D_Activity Type*

301398600

CHG:Infrastructure Change

z1D_Activity Type*

301398600

CHG:Infrastructure Change Classic

z1D_Activity_Type

301398600

HPD:Help Desk

z1D_Activity_Type

301398600

HPD:Help Desk Classic

z1D_Activity_Type

301398600

HPD:Help Desk Dialogs

z1D_Activity_Type

301398600

HPD:Help Desk Dialogs Classic

z1D_Activity_Type

301398600

HPD:IncidentInterface

z1D_Activity_Type

301398600

HPD:IncidentInterface_Create

z1D_Activity Type*

301398600

PBM:Dialogs

z1D_Activity Type*

301398600

PBM:Known Error

z1D_Activity Type

301398600

PBM:KnownErrorInterface

z1D_Activity Type*

301398600

PBM:Problem Investigation

z1D_Activity Type

301398600

PBM:ProblemInterface

z1D_Activity Type

301398600

PBM:ProblemInterface_Create

z1D_Activity_Type

301398600

PBM:Solution Database

z1D_Activity_Type

301398600

PBM:SolutionInterface

z1D_Activity_Type

301398600

RKM:Knowledge Management Dialogs

z1D_Activity Type*

301398600

RMS:Dialogs

z1D_Activity Type*

301398600

RMS:Release

z1D_Activity Type*

301398600

RMS:ReleaseInterface

z1D_Activity Type*

301398600

RMS:ReleaseInterface_Create



Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Thursday, July 25, 2013 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add a new Work Info Type to Incident

**
In Dev studio, you can just click the icon to show fields not in view in the 
list and then sort alphabetically. That way you don't need to add it.

Sent from my iPhone

On Jul 25, 2013, at 9:32 AM, "Cecil, Ken" 
mailto:kce...@hubbell.com>> wrote:
**

Thomas,



Here are all the places that I know of that I had to change it on our 7.6 system



HPD:Incident_Create ->'z1D_Activity_Type'(301398600)

HPD:Help Desk   ->'z1D_Activity_Type'(301398600)

HPD:Help Desk Dialogs   ->'z1D_Activity_Type'(301398600)

HPD:WorkLog ->'Work Log Type'(100170)



The fields are there, if you don't see them in a view you can temporarily add 
it to a view, add the menu entry, then remove it from the view.



(It's a little silly that this wasn't data driven and you have to touch so many 
places to add a menu entry.)



Ken.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Thursday, July 25, 2013 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Add a new Work Info Type to Incident



It's z1d_activity_type

What version are you on?



Sent from my iPhone



On Jul 25, 2013, at 9:12 AM, Thomas 
mailto:thomas.anders@atos.net>> wrote:



> Tauf,

>

> Thanks, however I cannot find a field named z1d_activity in our HPD:Help Desk 
> form in none of the views.

>

> br

> thomas

>

> __

> _ 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"




This email and any files transmitted with it are confidential and intended 
solely for the addressee. If you have received this email in error please 
notify the system manager. Subject to local law, communications (including 
traffic data) with Hubbell may be monitored by our systems [or a third party's 
systems on our behalf] for the purposes of security and the assessment of 
internal compliance with Hubbell policies. This footnote also confirms that 
this email message has been swept for the presence of computer viruses.
www.hubbell.com - Hubbell Incorporated

_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: Attachments Vanishing

[Downing, Ryan]

Sorry….wrong filter name  ☺

INT:CHGFND:CLN:DelCHGAttach_500_PATC

Ryan.

From: Downing, Ryan
Sent: Wednesday, July 24, 2013 3:14 PM
To: arslist@ARSLIST.ORG
Subject: RE: Attachments Vanishing


Hi Christie,



Try looking into the following:



The cleanup escalation fires OOTB at 12:05 am daily --> Escalation name = 
SYS:CLN:TA@00:05-StartCleanUp



This will trigger the following filter --> INT:CHGFND:CLN:DelCHGAssc_500_PCHA



[cid:image001.png@01CE8886.261F8C40]



Check the CHG Attachments form and see what the value of the Status is in 
conjunction with the dates….the retention period for the CHG Attachments is 24 
hours..





Hope this helps.



Regards

Ryan.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Wednesday, July 24, 2013 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing



Do you have any escalations running at that time?



- Original Message -

From: "Christie Pargeter :CO IS" 

To: arslist@ARSLIST.ORG

Sent: Wednesday, July 24, 2013 2:55:39 PM

Subject: Re: Attachments Vanishing



**





I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 
am.  We have maybe 2 people on at that time of the night.







Also, is there a way to have the log files generate a new one when they get to 
be a certain size?  (e.g., arfilter.log, arfilter1.log, arfilter2.log, …)  The 
reason I ask this is that I turned on the logging about 7:40 am yesterday and 
it stopped logging at like 9:38 am and the file was over 2 gbs in size.  So, I 
didn’t get anything I was looking for.







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W

Sent: Tuesday, July 23, 2013 7:17 AM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







**



Leaving the logging on really depends on your system.   On our Linux servers we 
see no performance changes with having the Logs turned on full time







Fred







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS

Sent: Tuesday, July 23, 2013 9:15 AM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







**



Do you see a performance hit for having the logging turned on?  Also, is there 
another site with more info about the Log Parsing & Management session.  I 
can’t get funding for WWRUG.







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller

Sent: Monday, July 22, 2013 4:37 PM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







** Do you have server side logging turned on?  If you have 
Filter/SQL/Escalation logging turned on you should be able to search for the 
INSERT/DELETE to the B table and see who did it and if you are really lucky the 
workflow that did it.  One you know who and when you can hopefully identify a 
user procedure that is being done (or not done) or system oddity that is doing 
it.











In the last 8 months or so I have become a fan of leaving server side logging 
on full time.  I have been able to track down so many odd things by logging 
API/SQL/Filter/Escalations to one ~2 GB log file.











PLUG: I have seen a preview of the tools that will be demonstrated in the "Log 
Parsing and Management" session at WWRUG13 ( http://wwrug13.com/breakouts.html 
) and these are amazing for making that 2 GB log file something manageable and 
useful in a hurry.











Jason











On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS < cparg...@lhs.org > 
wrote:



**







This has nothing to do with Tasks.  This is all around the attachments on the 
parent Change’s Work Info tab.  Our Help Desk is building these Changes with a 
template then go in and add a Work Info with an attachment (Summary is just 
“notes & CRQ” then attach the document).  Then they select Next Stage & Save to 
the db (all of this is at the Mode = Create).







Then we hear that the attachment either never arrives to the other team or it 
“vanishes” after a “couple of days”.







From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS

Sent: Monday, July 22, 2013 11:16 AM







To: arslist@ARSLIST.ORG

Subject: Attachments Vanishing







**







Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks “vanishing” from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.







Thanks







ARS 7.6.4 SP 4



ITSM 7.6.4 SP 4



RKM 7.6.4 SP 4



SLM 7.6.4 SP 1



Window 2008 – 64 Bit



MS SQ 2005



IIS/Tomcat



MidTier 7.6.4 SP 4











_ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist

Re: Attachments Vanishing

[Downing, Ryan]

Hi Christie,



Try looking into the following:



The cleanup escalation fires OOTB at 12:05 am daily --> Escalation name = 
SYS:CLN:TA@00:05-StartCleanUp



This will trigger the following filter --> INT:CHGFND:CLN:DelCHGAssc_500_PCHA



[cid:image001.png@01CE8880.6CC05AE0]



Check the CHG Attachments form and see what the value of the Status is in 
conjunction with the dates….the retention period for the CHG Attachments is 24 
hours..





Hope this helps.



Regards

Ryan.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Wednesday, July 24, 2013 3:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing



Do you have any escalations running at that time?



- Original Message -

From: "Christie Pargeter :CO IS" 

To: arslist@ARSLIST.ORG

Sent: Wednesday, July 24, 2013 2:55:39 PM

Subject: Re: Attachments Vanishing



**





I have found that the CHG:WorkLog record seems to be getting deleted at ~12:05 
am.  We have maybe 2 people on at that time of the night.







Also, is there a way to have the log files generate a new one when they get to 
be a certain size?  (e.g., arfilter.log, arfilter1.log, arfilter2.log, …)  The 
reason I ask this is that I turned on the logging about 7:40 am yesterday and 
it stopped logging at like 9:38 am and the file was over 2 gbs in size.  So, I 
didn’t get anything I was looking for.







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W

Sent: Tuesday, July 23, 2013 7:17 AM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







**



Leaving the logging on really depends on your system.   On our Linux servers we 
see no performance changes with having the Logs turned on full time







Fred







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS

Sent: Tuesday, July 23, 2013 9:15 AM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







**



Do you see a performance hit for having the logging turned on?  Also, is there 
another site with more info about the Log Parsing & Management session.  I 
can’t get funding for WWRUG.







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller

Sent: Monday, July 22, 2013 4:37 PM

To: arslist@ARSLIST.ORG

Subject: Re: Attachments Vanishing







** Do you have server side logging turned on?  If you have 
Filter/SQL/Escalation logging turned on you should be able to search for the 
INSERT/DELETE to the B table and see who did it and if you are really lucky the 
workflow that did it.  One you know who and when you can hopefully identify a 
user procedure that is being done (or not done) or system oddity that is doing 
it.











In the last 8 months or so I have become a fan of leaving server side logging 
on full time.  I have been able to track down so many odd things by logging 
API/SQL/Filter/Escalations to one ~2 GB log file.











PLUG: I have seen a preview of the tools that will be demonstrated in the "Log 
Parsing and Management" session at WWRUG13 ( http://wwrug13.com/breakouts.html 
) and these are amazing for making that 2 GB log file something manageable and 
useful in a hurry.











Jason











On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS < cparg...@lhs.org > 
wrote:



**







This has nothing to do with Tasks.  This is all around the attachments on the 
parent Change’s Work Info tab.  Our Help Desk is building these Changes with a 
template then go in and add a Work Info with an attachment (Summary is just 
“notes & CRQ” then attach the document).  Then they select Next Stage & Save to 
the db (all of this is at the Mode = Create).







Then we hear that the attachment either never arrives to the other team or it 
“vanishes” after a “couple of days”.







From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Pargeter, Christie :CO IS

Sent: Monday, July 22, 2013 11:16 AM







To: arslist@ARSLIST.ORG

Subject: Attachments Vanishing







**







Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks “vanishing” from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.







Thanks







ARS 7.6.4 SP 4



ITSM 7.6.4 SP 4



RKM 7.6.4 SP 4



SLM 7.6.4 SP 1



Window 2008 – 64 Bit



MS SQ 2005



IIS/Tomcat



MidTier 7.6.4 SP 4











_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: Attachments Vanishing

[Downing, Ryan]

Hi Christie,

Is it attachments that are vanishing from the system or Task records associated 
with Change Requests?

If it is actual Task records disappearinghave you done an upgrade or 
anything recently? Were any Task records imported or migrated?

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, July 22, 2013 2:16 PM
To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

**
Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks "vanishing" from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.

Thanks

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

_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: 7.6.04 Upgrade to 8.1

[Downing, Ryan]

Hi All,

BMC does not have 'Zero Downtime Upgrades' in any available code-line today.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Tuesday, July 16, 2013 9:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 Upgrade to 8.1

**
can you point me to the URL that discusses 'zero downtime upgrades'?  I know 
that 8.1 wasn't released at last years rug, it was just 8.0, but I know that 
after the RUG David posted an idea (https://communities.bmc.com/ideas/1421) 
that is in a status of 'Under Consideration'when they are available, it's 
changed to 'Delivered'so all of the facts that I have currently available 
tell me that the demo we received last year isn't in a current code line...but 
if you could point me to docs to the contraryI would love to see them.

On Tue, Jul 16, 2013 at 7:14 AM, Rick Cook 
mailto:remedyr...@gmail.com>> wrote:
**

Might want to check the 8.1 documentation on that, LJ.

Rick
On Jul 16, 2013 6:04 AM, "Longwing, Lj" 
mailto:llongw...@usgs.gov>> wrote:
**
Rick,
They were VERY careful to state at RUG last year that the code demonstrated was 
NOT in ANY code line available to the publicso no, it's NOT in 8.1, it is 
under consideration for a future release, but not in any currently available to 
the public release.

On Mon, Jul 15, 2013 at 8:32 PM, Rick Cook 
mailto:remedyr...@gmail.com>> wrote:
**

No, Tauf, they have the code in 8.1.  But I don't think you can make that work 
unless you are upgrading FROM 8.1, not TO it.

Rick
On Jul 15, 2013 7:29 PM, "Tauf Chowdhury" 
mailto:taufc...@gmail.com>> wrote:
**
Tom,
If you're talking about the No Downtime session presented by BMC, it's not 
something that exists yet. It's something R&D is working on for the future. 
They wanted to see what kind of feedback that would have as sort of a litmus 
test. I could be wrong but that was my takeaway. Doug M was in that session and 
maybe he can go into more detail.

Sent from my iPhone

On Jul 15, 2013, at 8:57 PM, Tom Shurmur 
mailto:tsrem...@yahoo.com>> wrote:
**
Howdy Listers,

We are about to embark on upgrading from 7.6.04 to 8.1 on a windows platform 
using MS-SQL. Has anyone used the No Downtime Upgrade method that was presented 
at last year's WWRUG to move from 7.6.04 to 8.1? If so, was it smooth or bumpy 
ride?

We will be standing up a test system with 2 app VMs and a DB to test this 
approach.

I look forward to your feedback

Tom Shurmur
Sr Remedy Developer
Froedtert Health System
_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_

_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: Reconciliation Engine and New Records

[Downing, Ryan]

Hi Lisa,

I have seen in some cases when there entries with a "0" ReconciliationIdentity 
that it can freeze up the processing of sandbox records.

Since you are in a staged environment try deleting these records and re-running 
the sandbox job manually from the cmdb:console form --> under the 
reconciliation tab --> then job history. Highlight the sandbox job and press 
the "Start" button

I hope this helps.

Regards,
Ryan.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Thursday, July 11, 2013 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation Engine and New Records

OK, on some of the records the ReconciliationIdentity is ZERO.  What
does that mean?  Also, what do you mean by backing up these records,
deleting and then retry running the job?

Or I could delete them all together (this is only staging so we are just
testing here) and restart recon processes and try to create another CI.

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Thursday, July 11, 2013 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reconciliation Engine and New Records

** 

Hi Lisa,

 

A couple of questions:

 

1.   What is the ReconciliationIdentity value of the SANDBOX
records? Is it a zero "0"  (If so.backup these records and then
delete them and retry running the job).

2.   Does a BMC.ASSET record already exist for the  CI with the same
Name value or ReconciliationIdentity

3.   Have you looked at the reconciliation log files in \ AtriumCore\Logssee if there is a merge or identification
specific issue there (this should tell you something about each of the
records having an issue)

4.   Is the delete dataset active or Inactive

 



 

Regards,

Ryan.

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Thursday, July 11, 2013 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Reconciliation Engine and New Records

 

** 

Recon Engine is running, no errors, but when adding new records to Asset
Management, they are not moving over to the BMC.ASSET dataset, they are
stuck in the Sandbox.

 

I'd like to see what's happening so I believe I would turn on API and
SQL logging.  But when I turn this on for 5 or 10 minutes, there's about
20,000 lines to wade through.

 

What am I looking for?  A simple SQL statement that's changing the
DatasetID field on the Base Element form from BMC.ASSET.SANDBOX to
BMC.ASSET?  (I can get the Base Element form id from AR Schema form and
search on that).

 

Checked Reconciliation Job Events table and everything looks good (no
errors).  The only thing I can see that's sort of weird is that in
Identification is modifies 198 records, but no merges (0) and no deletes
(0).

 

Lisa Kemes

 

_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"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Reconciliation Engine and New Records

[Downing, Ryan]

Hi Lisa,

A couple of questions:


1.   What is the ReconciliationIdentity value of the SANDBOX records? Is it 
a zero "0"  (If so.backup these records and then delete them and retry 
running the job).

2.   Does a BMC.ASSET record already exist for the  CI with the same Name 
value or ReconciliationIdentity

3.   Have you looked at the reconciliation log files in \ AtriumCore\Logssee if there is a merge or identification 
specific issue there (this should tell you something about each of the records 
having an issue)

4.   Is the delete dataset active or Inactive

[cid:image001.png@01CE7E1E.2707E2F0]

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Thursday, July 11, 2013 9:41 AM
To: arslist@ARSLIST.ORG
Subject: Reconciliation Engine and New Records

**
Recon Engine is running, no errors, but when adding new records to Asset 
Management, they are not moving over to the BMC.ASSET dataset, they are stuck 
in the Sandbox.

I'd like to see what's happening so I believe I would turn on API and SQL 
logging.  But when I turn this on for 5 or 10 minutes, there's about 20,000 
lines to wade through.

What am I looking for?  A simple SQL statement that's changing the DatasetID 
field on the Base Element form from BMC.ASSET.SANDBOX to BMC.ASSET?  (I can get 
the Base Element form id from AR Schema form and search on that).

Checked Reconciliation Job Events table and everything looks good (no errors).  
The only thing I can see that's sort of weird is that in Identification is 
modifies 198 records, but no merges (0) and no deletes (0).

Lisa Kemes

_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: Attachment issues on IE Browser

[Downing, Ryan]

Hi Sreeni,

Something to consider or try for this issue:

>From Knowledge Article KA327209
This might be caused by a lack of memory. Try to increase Java's heapsize and 
set the parameter inmemoryattdatalimit. For example:
arsystem.attachments.inmemoryattdatalimit=153600
The problem can also be connected to the attstore folder. If you stop the 
servlet engine, empty the folder and start it again, it probably solves the 
problem temporarily. The reason why you don't see anything happening when you 
flush the Mid-Tier cache is because this doesn't do anything with the attstore 
folder. You need to manually clear this. However it is also likely the problem 
will reoccur at some point.

I hope this helps  :)

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sreeni Kotha
Sent: Thursday, July 11, 2013 5:16 AM
To: arslist@ARSLIST.ORG
Subject: Attachment issues on IE Browser

**
Dear List,

We are having two issues while working on attachments. Its an intermittent 
issue on browser (both IE and FF). Please let me know if there is any solution 
for this.

1.   Unable to upload an attachment. Failed to Add Attachment message 
displayed on pop-up. Using Run process action in active link 
PERFORM-ACTION-ADD-ATTACHMENT

2.   Unable to Save/Open attachments. Fid is not identified java script 
error message displayed. Using Run process action in active link 
PERFORM-ACTION-SAVE-ATTACHMENT

The request from browser will go to IIS and then redirect to tomcat servers on 
load balancer. We have tried setting parameter on IIS SSLAlwaysClientcert = 
TRUE but didn't work.

tomcat server logs has the below error,

10-Jul-2013 08:39:35 org.apache.catalina.core.StandardWrapperValve invoke
SEVERE: Servlet.service() for servlet AttachServlet threw exception
java.lang.NullPointerException
at 
com.remedy.arsys.goat.AttachmentData$AttachmentDataCache.access$500(Unknown 
Source)
at 
com.remedy.arsys.goat.AttachmentData.tryReserveInMemoryHeapSize(Unknown Source)
at com.remedy.arsys.goat.AttachmentData.getData(Unknown Source)
at com.remedy.arsys.goat.AttachmentData.uploadToField(Unknown 
Source)
at com.remedy.arsys.stubs.AttachServlet.doUpload(Unknown Source)
at com.remedy.arsys.stubs.AttachServlet.doRequest(Unknown 
Source)
at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown 
Source)
at com.remedy.arsys.stubs.GoatHttpServlet.doPost(Unknown Source)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:637)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
at 
org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290)
at 
org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at 
org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233)
at 
org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191)
at 
org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)
at 
org.jstripe.tomcat.probe.Tomcat55AgentValve.invoke(Tomcat55AgentValve.java:20)
at 
org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102)
at 
org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109)
at 
org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293)
at 
org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190)
at 
org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:291)
at 
org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776)
at 
org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705)
at 
org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898)
at 
org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690)
at java.lang.Thread.run(Unknown Source)

Environment:
OS - Solaris 10
Oracle 10g
ARS - 7.0.01 P11
Midtier - 7.1.00 P11
IIS 6
Tomcat 6.0

Thanks,
Sreeni
_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: Define a new "Assignment Method".

[Downing, Ryan]

Hi Team Remedy,

There is always a way  :)

In order to do what you are speaking ofTry using the following 
documentation link as a guide to adding your own assignment process and 
associated rules:

https://docs.bmc.com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+Engine+into+an+application

Hope this helps  :)

Regards,
Ryan.
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Team Remedy
Sent: Tuesday, July 09, 2013 6:21 AM
To: arslist@ARSLIST.ORG
Subject: Define a new "Assignment Method".

Hi all,
do you think that it's possible to define a new kind of "Assignment Method"?

Now, there are three methods which are used by assignment engine for auto 
individual assignment
Round Robin
Capacity based
Number Based
I would like to create a customized method, in order to use it in "Assignment 
Rule" task.
thanks in advance.
Pietro

My instance :
Ar Server 7.1.00 Patch 011 201007230200
Mit Tier Version 7.6.04 SP4 201209051922
Service Desk 7.0

___
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: NTS number in 7.6.4

[Downing, Ryan]

Hi Howard,

By default the Notify action will send a URL containing the "Request ID" of the 
form from where the notification is sentIn your case the NTE:Notifier form. 
You could write workflow to construct a URL using the Incident/Change or 
whatever number required and bypass the default URL attached as a function of 
the specific NTE:Notifier form filter. The actual Incident ID for example is 
stored on the NTE:Notifier form in the "Request ID01 System" field. Use the 
existing default URL passed as the foundation for building a URL that can 
passed which contains the form and Request ID in the specified field.

Hope this helps.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Monday, July 08, 2013 11:29 AM
To: arslist@ARSLIST.ORG
Subject: NTS number in 7.6.4

**
Good morning/afternoon/evening all,

I am working with a third party vendor, that thinks is can send out a URL to 
the users, that when clicked on will open up an incident or change (just using 
an incident or change number)

I know that the notifications now coming out of ITSM 7.6.4 reference a NTS 
number and the NTE Notifier form. So my question is where does the NTS number 
live? Is there a copy of that number on the Helpdesk or Change form?

Any ideas would be great (just be nice).

As always thank you, you all,

Howard

[cid:image001.gif@01CE7BD0.B6890490]
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[cid:image002.png@01CE7BD0.B6890490][cid:image003.png@01CE7BD0.B6890490][cid:image004.png@01CE7BD0.B6890490]
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx

_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: RPC call failed; ONC/RPC call timed out when syncing with ADDM

[Downing, Ryan]

Hi Victor,

Try looking into Knowledge Article  KA371196

See if this applies to your current issue.

Relates to the BMC_Impact class.

Ryan.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Victor
Sent: Sunday, July 07, 2013 6:26 AM
To: arslist@ARSLIST.ORG
Subject: RPC call failed; ONC/RPC call timed out when syncing with ADDM

Hello Listers,

I receive the following error (in AtriumPluginSvr.log) each time ADDM tries to 
sync with CMDB:

Jul 05 2013 00:05:52.721 ERROR (  ?:?) - 
getListEntryWithFields() FAILs in plugin: BMC.ARDBC.DEPRECATION.PLUGIN
ERROR (91): RPC call failed; ONC/RPC call timed out
at com.bmc.cmdb.api.CMDBProxyJRpcBase.convertException(Unknown Source)
at com.bmc.cmdb.api.CMDBProxyJRpcBase.convertException(Unknown Source)
at com.bmc.cmdb.api.CMDBProxyJRpcBase.cmdbCall(Unknown Source)
at com.bmc.cmdb.api.CMDBProxyJRpcBase.cmdbCall(Unknown Source)
at com.bmc.cmdb.api.CMDBProxy.CMDBGetListInstance(Unknown Source)
at 
com.bmc.cmdb.api.CMDBProxy.CMDBGetListInstanceWithAttributes2(Unknown 
Source)
at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source)
at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source)
at 
com.bmc.cmdb.plugins.deputil.CMDBDeprecationPlugin.getListEntryWithFields(Unknown
 
Source)
at com.bmc.arsys.pluginsvr.plugins.a.ArdbcGlewf(Unknown Source)
at com.bmc.arsys.pluginsvr.a.ArEsArdbcGlewf_5(Unknown Source)
at com.bmc.arsys.pluginsvr.a.ArEsArdbcGlewf_4(Unknown Source)
at 
com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown 
Source)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown 
Source)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown 
Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown 
Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)

Jul 05 2013 00:11:06.981 FATAL (  ?:?) - -
GetListInstance
ERROR (91): RPC call failed; ONC/RPC call timed out
at com.bmc.cmdb.api.CMDBProxyJRpcBase.convertException(Unknown Source)
at com.bmc.cmdb.api.CMDBProxyJRpcBase.convertException(Unknown Source)
at com.bmc.cmdb.api.CMDBProxyJRpcBase.cmdbCall(Unknown Source)
at com.bmc.cmdb.api.CMDBProxyJRpcBase.cmdbCall(Unknown Source)
at com.bmc.cmdb.api.CMDBProxy.CMDBGetListInstance(Unknown Source)
at 
com.bmc.cmdb.api.CMDBProxy.CMDBGetListInstanceWithAttributes2(Unknown 
Source)
at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source)
at com.bmc.cmdb.api.CMDBInstance.findObjects(Unknown Source)
at 
com.bmc.cmdb.plugins.deputil.CMDBDeprecationPlugin.getListEntryWithFields(Unknown
 
Source)
at com.bmc.arsys.pluginsvr.plugins.a.ArdbcGlewf(Unknown Source)
at com.bmc.arsys.pluginsvr.a.ArEsArdbcGlewf_5(Unknown Source)
at com.bmc.arsys.pluginsvr.a.ArEsArdbcGlewf_4(Unknown Source)
at 
com.bmc.arsys.arrpc.ARPluginServerDispatcher.dispatchOncRpcCall(Unknown 
Source)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.dispatchCall(Unknown Source)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.if(Unknown Source)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler.processRpcCall(Unknown 
Source)
at com.bmc.arsys.arrpc.nio.ArRpcCallHandler$Processor.run(Unknown 
Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.runTask(Unknown 
Source)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
at java.lang.Thread.run(Unknown Source)

As a result not all CIs discovered by ADDM are synced with CMDB. 
Can anyone point me into the right direction to debuging this error?

My system configuration: AR System 8.0 patch 003, ITSM ver. 8.0, windows 2008, 
MS SQL 2008, Tomcat 6.

Thanks,

Victor Olufowobi

___
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: Caught exception: Unable to get value of the property length

[Downing, Ryan]

Hi Fazila,

A little more information would be helpful.

What are you trying to do?

Ryan

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fazila Patel
Sent: Friday, July 05, 2013 4:12 AM
To: arslist@ARSLIST.ORG
Subject: Caught exception: Unable to get value of the property length

**
Hi All

I am receiving this error when running a report from the incident module.  The 
error is Caught exception: Unable to get value of the property length object is 
null or undefined.  I have deleted all cookies and history but am still getting 
the error.  Please assist.

[cid:image001.jpg@01CE7950.3EF289B0]

Fazila Patel
Remedy Administrator
EOH Managed Services PS

tel: +27 (10) 241 7107 | cell: +27 82 922 2322
fazila.pa...@eoh.co.za   |   
www.eoh.co.za






Consulting | Technology | Outsourcing






This e-mail transmission contains confidential information, which is the 
property of EOH Holdings Limited and its subsidiaries ("EOH"). No person, other 
than the recipient (so indicated by the sender) may use or disclose the 
contents of this message, links or attachments hereto, to any person 
whatsoever. Unauthorised disclosure and/or use may result in civil and criminal 
liability. Any views expressed in this message are those of the individual 
sender, except where the message states otherwise and the sender is authorised 
to state them to be the views of any such entity. The disclaimer forms part of 
the content of this e-mail in terms of section 11 of the Electronic 
Communications and Transactions Act, 25 of 2002. Refer to EOH 
Disclaimer

_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: Question related to placeholder forms

[Downing, Ryan]

Hi Sagar,

I am glad to see that this resolved your issue  :)

Unfortunately, I cannot tell you how the entry became corrupt to begin with. 
During the import of workflow that referenced a form that did not existan 
entry was created in arschema to allow for the import of associated workflow. 
Somehow the name got NULL'ed out   :(

Anyways, glad to hear you are again up and running.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse
Sent: Friday, June 14, 2013 2:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question related to placeholder forms

**
Hi Ryan,
Thanks a lot!!!
The issue got resolved.The blank placeholder was there in the database.
Just wondering how the blank placeholder got created.

On Thu, Jun 13, 2013 at 6:59 PM, Downing, Ryan 
mailto:ryan_down...@bmc.com>> wrote:
**
Hi Sagar,

You said you "tried" deleting the blank placeholder. Did it delete? Or did you 
get the error when you tried to delete?

Perform the following SQL query:

select name,schemaId from arschema

You should not have any entries in the arschema form with a NULL name value. If 
you do have any entries with a NULL value try the following:


1.   BACKUP your database

2.   Delete the entry or entries in arschema where the name is NULL

3.   Now try and create/modify/delete on any other form

Hopefully this will allow you to save/modify other forms.

I hope this helps,

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Sagar 
Valse
Sent: Thursday, June 13, 2013 5:24 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Fwd: Question related to placeholder forms

**

 Hi Ryan\David,

I am facing similar issue and i tried deleting the blank placeholder as well.
But still i was getting same error.
Did you got any solution for issue.
Thanks and Regards,
Sagar Valse


**
Hi David,

Can you delete the "placeholder" form? It appears this particular placeholder 
form is corrupt. As you stated...even placeholder forms require a name.

Do you know what imported workflow would have created the placeholder form?

As an FYI:

Importing shared workflow not owned by the application
When you import an application definition file that contains shared workflow 
not owned by the application, AR System can create a non-functional placeholder 
form
for each external form associated with the shared workflow. This allows 
developers to modify the shared workflow owned by another application without 
installing the integrated application on the development server. It also 
ensures that the complete list of associated forms is preserved with any shared 
workflow.
Placeholder forms are created during application import in these cases:

* The import definition contains shared workflow from another 
application that
includes a Push Fields or Set Fields action. In this case, a placeholder is 
created for the external form used by the Push Fields or Set Fields action.

* The server configuration file (ar.cfg or ar.conf) contains the option 
Create-Workflow-Placeholders: T. In this case, a placeholder form is created 
for any external form associated with the shared workflow, regardless of the 
workflow action type.
A placeholder form has no fields and can only be deleted. If the actual 
definition of a placeholder form is imported, it replaces the existing 
placeholder. In the Forms object list in BMC Remedy Developer Studio, 
placeholder forms are identified as form type "None". When importing an 
application definition that contains shared workflow not owned by the 
application, the workflow object is created if it does not already exist. If 
the workflow object already exists, only the list of associated forms is 
updated. If the application that owns the shared workflow object is later 
imported, the workflow is replaced.

If the placeholder form can be deleted then I am hoping at that point you can 
create/save other forms.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Longwing, 
Lj
Sent: Tuesday, April 16, 2013 2:00 PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Question related to placeholder forms

**
Ok, in that scenario, I can guarantee you that another form isn't at play.  To 
be able to help we will need the actual message that you are receiving, 
including error number, and if you could also turn on SQL Logging on the server 
before you do the save, and include the relevant portions of the log with the 
reply, that would also help.

On Tue, Apr 16, 2013 at 11:43 AM, Drake, David 
mailto:david.dr...@kbslp.com>> wrote:
**
Dev Studio

David Drake
Application Systems Analyst
ITSM Application Support
Koch Business Solutions, LP
email: david.dr...@kbslp.c

Re: Question related to placeholder forms

[Downing, Ryan]

Hi Sagar,

You said you "tried" deleting the blank placeholder. Did it delete? Or did you 
get the error when you tried to delete?

Perform the following SQL query:

select name,schemaId from arschema

You should not have any entries in the arschema form with a NULL name value. If 
you do have any entries with a NULL value try the following:


1.   BACKUP your database

2.   Delete the entry or entries in arschema where the name is NULL

3.   Now try and create/modify/delete on any other form

Hopefully this will allow you to save/modify other forms.

I hope this helps,

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Valse
Sent: Thursday, June 13, 2013 5:24 AM
To: arslist@ARSLIST.ORG
Subject: Fwd: Question related to placeholder forms

**

 Hi Ryan\David,

I am facing similar issue and i tried deleting the blank placeholder as well.
But still i was getting same error.
Did you got any solution for issue.
Thanks and Regards,
Sagar Valse


**
Hi David,

Can you delete the "placeholder" form? It appears this particular placeholder 
form is corrupt. As you stated...even placeholder forms require a name.

Do you know what imported workflow would have created the placeholder form?

As an FYI:

Importing shared workflow not owned by the application
When you import an application definition file that contains shared workflow 
not owned by the application, AR System can create a non-functional placeholder 
form
for each external form associated with the shared workflow. This allows 
developers to modify the shared workflow owned by another application without 
installing the integrated application on the development server. It also 
ensures that the complete list of associated forms is preserved with any shared 
workflow.
Placeholder forms are created during application import in these cases:

* The import definition contains shared workflow from another 
application that
includes a Push Fields or Set Fields action. In this case, a placeholder is 
created for the external form used by the Push Fields or Set Fields action.

* The server configuration file (ar.cfg or ar.conf) contains the option 
Create-Workflow-Placeholders: T. In this case, a placeholder form is created 
for any external form associated with the shared workflow, regardless of the 
workflow action type.
A placeholder form has no fields and can only be deleted. If the actual 
definition of a placeholder form is imported, it replaces the existing 
placeholder. In the Forms object list in BMC Remedy Developer Studio, 
placeholder forms are identified as form type "None". When importing an 
application definition that contains shared workflow not owned by the 
application, the workflow object is created if it does not already exist. If 
the workflow object already exists, only the list of associated forms is 
updated. If the application that owns the shared workflow object is later 
imported, the workflow is replaced.

If the placeholder form can be deleted then I am hoping at that point you can 
create/save other forms.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, 
Lj
Sent: Tuesday, April 16, 2013 2:00 PM

To: arslist@ARSLIST.ORG
Subject: Re: Question related to placeholder forms

**
Ok, in that scenario, I can guarantee you that another form isn't at play.  To 
be able to help we will need the actual message that you are receiving, 
including error number, and if you could also turn on SQL Logging on the server 
before you do the save, and include the relevant portions of the log with the 
reply, that would also help.

On Tue, Apr 16, 2013 at 11:43 AM, Drake, David 
mailto:david.dr...@kbslp.com>> wrote:
**
Dev Studio

David Drake
Application Systems Analyst
ITSM Application Support
Koch Business Solutions, LP
email: david.dr...@kbslp.com | office: 
316-828-6113| cell: 316-200-1991
Error! Filename not specified.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, 
Lj
Sent: Tuesday, April 16, 2013 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question related to placeholder forms

** By save, do you mean in dec studio or client?


On Tuesday, April 16, 2013, Drake, David 
mailto:david.dr...@kbslp.com>> wrote:
> **
>
> Need to see if anyone has any insight into the probable cause and/or fix for 
> the following
>
>
>
> We're no longer able to save any kind of forms. The error indicates that the 
> fields cannot be found. This is on a brand new regular form and the core 
> fields are right there so the error is coming from some other form that is 
> being accessed when saving this form. We have found a placeholder form but it 
> doesn't have a name (even though tha

Re: Recent Searches

[Downing, Ryan]

Hi Christie,

Try this.the easiest way to do this would be to create a new filter "On 
Submit" of a new AR User Preference" record (at execution order 999 or 1000) 
that sets the value of the "Number of Recently Used List" to '9'.

This way you are not modifying the OOTB template code or data. You are creating 
an overlay to do what you need it to do.

Hope this helps.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Wednesday, June 12, 2013 5:58 PM
To: arslist@ARSLIST.ORG
Subject: Recent Searches

**
Hi All - How can I change the out of the box default (for all users) on the 
number of items in their recently used list.  It appears to be 4 items and I 
would like to increase it to 9.

I know that I can modify the records in the AR System User Preference screen 
but how can I take care of people that don't have a record in that form?

Thanks

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

_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: Get Exit Code Before Adding Attachment

[Downing, Ryan]

Hi Lisa,

Try creating an "Error Handler" within the filter. Essentially create another 
filter which will handle the error in a way that it sets your "Exit Code" to 2 
(Failure)and reference the error handler filter from the filter where the 
set fields fails.

Hope this helps.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Tuesday, June 11, 2013 2:35 PM
To: arslist@ARSLIST.ORG
Subject: Get Exit Code Before Adding Attachment

**
When I create a filter and add a Set Fields action and set an "Exit Code" field 
to: $PROCESS$ PERFORM-ACTION-ADD-ATTACHMENT 536870914 $Server Cmd$

Everything is fine.  The Exit Code field is set to 0 (successful) and the 
attachment is added to my attachment field.

But if the file does not exist (let's say I type arerror%.log for example), I 
get the error: "File pointer is NULL or invalid file pointer. (ARERR 295)"  And 
all further workflow processing is stopped (the Exit Code does not get set to 2 
 which is "Failed" for example).

Is there a way I can grab the exit code first, and if 0 then proceed with the 
adding of the attachment?  If it's not there ( Exit code 2) skip the add of the 
attachment and go to the next workflow item.

ARS 7.6.4 sp2 (Linux)
Oracle DB

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-6430
lisa.ke...@devtechnology.com


_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: Application-Delete-Entry

[Downing, Ryan]

Technically, we would need more informationthere are 3 possibilities here:

If the "Action" is a pure "Run Process" then use:
Application-Delete-Entry "CTM:PeopleStagingForm" $Person ID$

If the action is a 'Set Fields' within a filter or escalation use:
$PROCESS$ Application-Delete-Entry "CRM:PeopleStagingForm" $Person ID$

AND

If the action is from an Active Link to delete on the server use:
$PROCESS$ @@: Application-Delete-Entry "CRM:PeopleStagingForm" $Person ID$

Againhope this helps

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, May 24, 2013 5:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Delete-Entry

**

Ryan is on the mark there..



But I'm curious how it worked on dev.. Did you move the workflow using standard 
migration methods or did you manually recreate it where you must have missed 
the not needing the @@ part?



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, May 24, 2013 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Application-Delete-Entry

Hi Sandra,

Try removing the "@@:" part of the Run Process. If it is a filter or escalation 
performing the action you should not need it. Typically, the @@ notation is 
used from an active link to signify to run on the server. Filters and 
escalations do run on the server.

Hope this helps.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Friday, May 24, 2013 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Application-Delete-Entry

**
Windows Server 2008R2
ARS/ITSM 8.1
Oracle 11g

Our system is using ARDBC to bring in Active Directory data for our CTM:People 
records. The AD data is copied to a staging form then a series of escalations 
normalize the data before it is pushed to CTM:People. All works great with  one 
exception - the escalation to delete the staging records after the data push.

The delete escalation worked great in Test but does not work in production. 
ARERROR.log entry:

Fri May 24 13:32:24 2013  390603 : Failure while trying to run the 
filter/escalation process (ARERR 24)
Fri May 24 13:32:24 2013 $PROCESS$ @@: Application-Delete-Entry 
"CRM:PeopleStagingForm" 0063348

The If Action Run Process Command Line is:

$ PROCESS$ @@: Application-Delete-Entry "CTM:PeopleStagingForm" $Person ID$

Any ideas?

Thank you,

Sandra Hennigan
Remedy Developer
_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: WUT vs MidTier

[Downing, Ryan]

Actually no. I am in an 8.0 environment. It still should technically work in an 
7.6.04 environment  :)  I will give it a try on Monday in 7.6.04 if I can get 
an environment for it.

Ryan.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Friday, May 24, 2013 3:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: WUT vs MidTier

Hi again Ryan!

I've played around with the ARSystemMidTierObjectList*.def file before,
but not on an OOB ITSM system, so I'll have to try this again.  

I looked at the RE:Job_Runs form and checked the Menu Access properties,
and they are all checked (enabled).   Are you working in 7.6.04?

Lisa
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, May 24, 2013 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: WUT vs MidTier

** 

Hi Lisa,

 

You can at least enable the "Object List" to make searching of forms
easier:

To enable the AR System Object List to be displayed in a browser, you
must first enable it. For more information, see Using the AR System
Object List
<https://docs.bmc.com/docs/display/ars8000/Using+the+AR+System+Object+Li
st> .

1.   Open the Mid Tier Configuration Tool
(http://midTierServer/shared/config/config.jsp).

2.   On the AR Servers page, make sure that your home page server is
included in the server list.

3.   On the General Settings page: 

a.   Verify that you have set a home page server.

b.  Select the Enable Object List check box.

4.   Import the definition files to your home page server. (See
Importing the definition files
<https://docs.bmc.com/docs/display/ars8000/Importing+the+definition+file
s#Importingthedefinitionfiles-59423> .)

Import the definition files into your home page server. Definition files
of different locales are installed with the mid tier; the default
location is:

\samples\ARSystemMidTierObjectList*.def


Import the ARSystemMidTierObjectList.def file to your home page server
by using File > Import in BMC Remedy Developer Studio. This provides the
default view and the related workflow in English. If you require only
the English view of the form, import only this file

 

Did you clear your mid-tier and local caches after enabling the "Form
Action Buttons". By Default the RE:Job_Runs form does not have these
enabled. I just did this and it worked well for me.

 



 

Hope this helps  J

 

Regards,

Ryan.

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Friday, May 24, 2013 2:43 PM
To: arslist@ARSLIST.ORG
Subject: WUT vs MidTier

 

** 

I'm not sure how people are working with just the Midtier only.  It's
just so much harder as a developer to get to backend forms via the
midtier.  For example, I'm looking at the RE:Job_Runs form via the
Midtier and I see the form just fine, but none of the Menus are
available (search, new, advanced search etc).

 

I have admin rights and I see the form, but not the menu.  When I look
at the Menu Access properties for the form, they are all checked.

 

In the WUT, I have access to all of these menus and I'm able to do
searches (specifically advanced searches).  

 

Plus it's nice on the WUT to find a form that I really don't know the
exact name of.  I can do find on the object list for Job and see all the
forms that have the word Job in it.  I guess I could do this same search
in Dev Studio as well.

 

Lisa Kemes

 

_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"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Application-Delete-Entry

[Downing, Ryan]

Hi Sandra,

Try removing the "@@:" part of the Run Process. If it is a filter or escalation 
performing the action you should not need it. Typically, the @@ notation is 
used from an active link to signify to run on the server. Filters and 
escalations do run on the server.

Hope this helps.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Friday, May 24, 2013 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Application-Delete-Entry

**
Windows Server 2008R2
ARS/ITSM 8.1
Oracle 11g

Our system is using ARDBC to bring in Active Directory data for our CTM:People 
records. The AD data is copied to a staging form then a series of escalations 
normalize the data before it is pushed to CTM:People. All works great with  one 
exception - the escalation to delete the staging records after the data push.

The delete escalation worked great in Test but does not work in production. 
ARERROR.log entry:

Fri May 24 13:32:24 2013  390603 : Failure while trying to run the 
filter/escalation process (ARERR 24)
Fri May 24 13:32:24 2013 $PROCESS$ @@: Application-Delete-Entry 
"CRM:PeopleStagingForm" 0063348

The If Action Run Process Command Line is:

$ PROCESS$ @@: Application-Delete-Entry "CTM:PeopleStagingForm" $Person ID$

Any ideas?

Thank you,

Sandra Hennigan
Remedy Developer
_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: WUT vs MidTier

[Downing, Ryan]

Hi Lisa,

You can at least enable the "Object List" to make searching of forms easier:
To enable the AR System Object List to be displayed in a browser, you must 
first enable it. For more information, see Using the AR System Object 
List.
1.   Open the Mid Tier Configuration Tool 
(http://midTierServer/shared/config/config.jsp).
2.   On the AR Servers page, make sure that your home page server is 
included in the server list.
3.   On the General Settings page:
a.   Verify that you have set a home page server.
b.  Select the Enable Object List check box.
4.   Import the definition files to your home page server. (See Importing 
the definition 
files.)
Import the definition files into your home page server. Definition files of 
different locales are installed with the mid tier; the default location is:
\samples\ARSystemMidTierObjectList*.def


Import the ARSystemMidTierObjectList.def file to your home page server by using 
File > Import in BMC Remedy Developer Studio. This provides the default view 
and the related workflow in English. If you require only the English view of 
the form, import only this file

Did you clear your mid-tier and local caches after enabling the "Form Action 
Buttons". By Default the RE:Job_Runs form does not have these enabled. I just 
did this and it worked well for me.

[cid:image001.jpg@01CE5892.C6447DD0]

Hope this helps  :)

Regards,
Ryan.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Friday, May 24, 2013 2:43 PM
To: arslist@ARSLIST.ORG
Subject: WUT vs MidTier

**
I'm not sure how people are working with just the Midtier only.  It's just so 
much harder as a developer to get to backend forms via the midtier.  For 
example, I'm looking at the RE:Job_Runs form via the Midtier and I see the form 
just fine, but none of the Menus are available (search, new, advanced search 
etc).

I have admin rights and I see the form, but not the menu.  When I look at the 
Menu Access properties for the form, they are all checked.

In the WUT, I have access to all of these menus and I'm able to do searches 
(specifically advanced searches).

Plus it's nice on the WUT to find a form that I really don't know the exact 
name of.  I can do find on the object list for Job and see all the forms that 
have the word Job in it.  I guess I could do this same search in Dev Studio as 
well.

Lisa Kemes

_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: Restarting Reconciliation Job

[Downing, Ryan]

Glad to hear Lisa  :)

Ryan.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Friday, May 24, 2013 12:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Restarting Reconciliation Job

Ryan, 

That WORKED!!  The only record I could find (at the time that I started
the job) actually had the status of "Queued."

I deleted that record and it went back to a stopped state and I was able
to restart it.

THANK YOU!

Lisa
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: Friday, May 24, 2013 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Restarting Reconciliation Job

** 

Hi Lisa,

 

Try going to the "RE:Job_Runs" form and deleting the entry with a
'Status' of "Starting"

 

Then re-run that job.

 

Hope this helps.

 

Ryan.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
INFORMATION OPERATIONS
Sent: Friday, May 24, 2013 11:26 AM
To: arslist@ARSLIST.ORG
Subject: Restarting Reconciliation Job

 

** 

I hope someone has a presentation on Reconciliation at WWRUG13.  I would
love it! 

 

 

Question, I stopped a reconciliation job for a couple of minutes and
then started it back up.  It's been stuck at "Starting" since Wednesday.
I've restarted the arsystemd  and arrecond services on our Unix box and
it's still stuck.  We are going to reboot the server soon, but is there
anything else I need to check?


Thanks!

 

ARS 7.6.04

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-6430

lisa.ke...@devtechnology.com

 

 

_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"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Restarting Reconciliation Job

[Downing, Ryan]

Hi Lisa,

Try going to the "RE:Job_Runs" form and deleting the entry with a 'Status' of 
"Starting"

Then re-run that job.

Hope this helps.

Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Friday, May 24, 2013 11:26 AM
To: arslist@ARSLIST.ORG
Subject: Restarting Reconciliation Job

**
I hope someone has a presentation on Reconciliation at WWRUG13.  I would love 
it!


Question, I stopped a reconciliation job for a couple of minutes and then 
started it back up.  It's been stuck at "Starting" since Wednesday.  I've 
restarted the arsystemd  and arrecond services on our Unix box and it's still 
stuck.  We are going to reboot the server soon, but is there anything else I 
need to check?

Thanks!

ARS 7.6.04

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-6430
lisa.ke...@devtechnology.com


_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: Service Request Error

[Downing, Ryan]

Hi Robert,

Error 44699 comes from filter:  HPD:INC:Assignment_036_AsgRouting  (or another 
AST filter which you do not care about for this issue)

Has the setting to auto create an associated Incident been enabled within SRM 
(this appears to be the case as it is the Incident form throwing the error)? If 
so, you need to create an Incident Assignment record for the 
company/classification or a sub-set thereof.

Hope this helps.

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, May 20, 2013 10:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Error

**

Damn I thought no one would find out :)



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Monday, May 20, 2013 9:43 PM
To: arslist@ARSLIST.ORG
Subject: OT: Service Request Error

Is that what you do for fun Joe? :)

Sent from my iPhone

On May 20, 2013, at 9:24 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
**

Just for fun, have you tried creating another similar SR from scratch?



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Robert Heverley
Sent: Monday, May 20, 2013 8:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request Error

**
Hi Roger,
I have created 1 rule and still receive the error. Our system has been live for 
over a year with very minor issues and now we have this one that will not 
clear. I have rebuilt the template, applied it to the AOT, and updated the PDT 
with no success when I click on "Retry".

Thank you.

On Mon, May 20, 2013 at 4:50 PM, Roger J 
mailto:rjust2...@aol.com>> wrote:
**
You need to create at least one SR Auto Assignment rule to insure that the SR 
is assigned.
-Original Message-
From: Robert Heverley 
mailto:robert.hever...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Mon, May 20, 2013 8:45 pm
Subject: Service Request Error
**

Hello Listers,
I have run into a wall while attempting to resolve an error: (44699: "", "No 
groups were found using automated routing. You need to manually select a 
group.";) within Service Request.
How do I manually select a group? Any help would be greatly appreciated!
Thank you,
Robert
_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: Remedy Alert List Delete admin permission only issue

[Downing, Ryan]

Hi Dee,

Try creating your own  button. Create an Active Link that fires on the 
button to perform a "Run Process"  @@:Application-Delete-Entry "$SCHEMA$" 
"Request ID" (where Request ID = column with Request ID)

Hope this helps.

Ryan.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dee
Sent: Wednesday, May 15, 2013 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Alert List Delete admin permission only issue

Good Morning List,

We are still on Remedy alert  and ARS 7.5 Patch 4 with oracle 11g and unix 
6.1.7.   Mt same version. 

On the Alert List form, the table view I have enabled the delete button, having 
the all permissions. However, non-admins cannot execute without getting "Must 
have Adminstrative Permission to perform this operation ARRER 304).

___
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: issue using AIE to populate the AST:AssetPeople form

[Downing, Ryan]

Hi Joe,

It is a little difficult to follow your message as there is no new 
lines….but….if I understand correctly the creation of the “AST:AssetPeople” 
relationship fails……

There is a rule in ITSM/CMDB that requires certain information be available in 
order to create the “AST:AssetPeople” relationship between a CI and a 
“CTM:People” record when the type of relationship is a “Used By” type and the 
CI is a “Computer System”. If I recall correctly the “CTM:People” record must 
be reconciled. This means that the “ReconciliationIdentity” field on the 
“CTM:People” record must have a value of other than “0” or NULL. Whenever a 
‘People’ record is created ( meaning submit)…a record is created in the 
BMC_Person class form in the “SANDBOX” dataset. When this record is reconciled 
to the production dataset (BMC.ASSET) it synchronizes the BMC_Person 
ReconciliationIdentity field back to the CTM:People record. This is needed so 
that when an “AST:AssetPeople” relationship is created it can also create the 
associated BMC_Dependency class record for the same relationship (essentially a 
synchronization between ITSM and CMDB for both People and CI associations).

Can you try manually making a “Used By” relationship from one of the People 
records to a CI where you get the Error: IE: People record --> 
KENNETH.KREUTTER@DHS.GOVUSER'S EMAIL ADDRESS
OR
Query the CTM:People form to see which records have a ‘ReconciliationIdentity’ 
of either NULL or “0”…..if there are any…these people records cannot be 
properly associated to a “Computer System” CI where the role is “Used By”. The 
“BMC_Dependency” record created as a result of creating the “AST:AssetPeople” 
record requires that the “CTM:People” record have a ‘ReconciliationIdentity” 
value to pass to the dependency class as it is a required field.

I am currently not online but will reply back with the exact filter name which 
give the error in this case…it is something like…”The Person you are attempting 
to make a relationship to has not been reconciled, please reconcile the person 
or contact your system administrator”

Turn on server side filter logging while running AIE ….look for this message 
(not verbatim as I am guessing right now at the verbiage of the error).

I will get more explicit information by tomorrow.

Hope this helps for now ☺

Regards,
Ryan.




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Newmark
Sent: Monday, April 29, 2013 12:49 PM
To: arslist@ARSLIST.ORG
Subject: issue using AIE to populate the AST:AssetPeople form

** Hi all, I am using Remedy 7.6.04 and I need to import records to the CMDB 
from a flat file. The CI goes in with no issues, but when I try to create a 
people relationship between the person the uses the CI (as listed in the flat 
file) I am getting an error. I have an AIE AR form data exchange that takes the 
data from the flat file, does a SQL search in the AR database to get the Person 
ID (PPL) of the user from the people form(which is working 
correctly) and then I try to create the record on AST:AssetPeople. The error I 
am getting shows up in the data exchange log as follows: AddAssetToAR: Error 
processing entry <>, form AST:AssetPeople AddAssetToAR: AR API returned error 
during ARCreateEntry rc = 2 Required name parameter (or name field in a 
parameter) is empty. (102) (1) Data Exchange Log: [Mon Apr 29 2013 
09:36:19.2530] - + ARSetEntry -- Form [EIE:Exchange_Runs] for Entry 
[733] [Mon Apr 29 2013 09:36:19.2680] - - ARSetEntry OK [Mon Apr 29 
2013 09:36:19.2680] - Process command: select c1,C100017,c100048 from 
T1190 Where c100048='USER'S EMAIL ADDRESS' [Mon Apr 29 2013 09:36:19.2680] 
- Data obtained from Source for mappings: 'iSYS AssetPeopleForm' [Mon Apr 29 
2013 09:36:19.2680] - Rule 1 : 'FORM', Value: 'People' [Mon Apr 29 2013 
09:36:19.2680] - Rule 2 : 'ROLE', Value: 'Used by' [Mon Apr 29 2013 
09:36:19.2680] - Rule 3 : ''Full Name'', Value: 'USER'S NAME' [Mon Apr 29 2013 
09:36:19.2680] - Rule 4 : 'TargetSQL|select c1 from T1190 Where 
c100048='$Unique_Users_EmployeeEmail$' ', Value: 'PPL00011996' [Mon Apr 
29 2013 09:36:19.2680] - Rule 5 : 'CellNumber', Value: '20226X' [Mon Apr 29 
2013 09:36:19.2680] - Key Rule 1 : 'Unique_Users_EmployeeEmail', Value: 'USER'S 
EMAIL ADDRESS' [Mon Apr 29 2013 09:36:19.2680] - Setting field values of Target 
for mappings 'iSYS AssetPeopleForm' [Mon Apr 29 2013 09:36:19.2680] - Rule 1 :
set to 'People' [Mon Apr 29 2013 09:36:19.2680] - Rule 2 : set to '6000' [Mon 
Apr 29 2013 09:36:19.2680] - Rule 3 : set to 'USER'S NAME' [Mon Apr 29 2013 
09:36:19.2680] - Rule 4 : set to 'PPL00011996' [Mon Apr 29 2013 
09:36:19.2680] - Rule 5 : set to '20226x' [Mon Apr 29 2013 09:36:19.2680] - 
Key Rule 1 : set to 'USER'S EMAIL ADDRESS' [Mon Apr 29 2013 09:36:19.2680] - 
Adding entry USER'S EMAIL ADDRESS.to form 'AST:AssetPeople' [Mon Apr 29 2013 
09:36:19.2680] - + ARCreateEn

Re: Auto-create a Problem Investigation

[Downing, Ryan]

Hi Mark,

OkSince this an escalation triggering incidents which match the 
qualification or criteria...whatever that criteria may beyou will want to 
perform the following steps (this is a suggested waythere are many ways to 
accomplish what you want to do):


1.   For Incidents which match the criteria perform a set-fields operation 
from the calling escalation. Set fields to the z1D_Action field (or any other 
display only field) on the Incident form to a keyword of something like 
"AUTO_CREATE_PROBLEM".

2.   Create a new filter on the "HPD:Help Desk" form which fires on 
"Modify" with a "Run If" qualification of z1D_Action = "AUTO_CREATE_PROBLEM". 
Have it fire at a low execution order...say '1'. We want it to fire with a low 
execution order so that we can bypass the rest of the incident filters later 
with a "goto execution order" filter action. Also, when it comes to saving the 
filter use the naming convention with a '! At the end of the name so that we 
can bypass filter phasing and force the push to the Problem form immediately (  
EX:XXX:HPDPBM:AutoCreateProblem'!  ) where XXX = Your company prefix :  
HPDPBM = Integration between Incident and Problem :  AutoCreateProblem = 
general function of the filter  :  '! = naming standard to bypass filter 
phasing. Create filter actions below...

3.   The first filter action will be a push fields operation to the 
"PBM:Problem Investigation" form --> Pushing all of the fields your require to 
be pushed. Also, you will want to push a keyword to the Problem "z1D_Action" 
display-only  field (say "CREATE_HPDPBM_ASSOCIATIONS"). In addition, you will 
want to push the "Incident Number" value to another display-only field as this 
will be needed for the creation of the association records.

4.   Create a second action --> GoTo --> Execution Order 999 (so that we 
first push to create the problem record ... and then skip the rest of the 
incident filters triggered by the escalation on the associated incident)

5.   Create a new filter on the "PBM:Problem Investigation" form that fires 
on "Modify" where the "Run If" qualification is   z1D_Action = 
"CREATE_HPDPBM_ASSOCIATIONS". Have this filter fire late in execution 
ordersay 999 so that ALL Problem filters fire before we push to the 
association forms (simply to give other problem filters the chance to catch any 
data related issues and error out if needed)  (do not use the  '!  Naming 
standard for this filter)  ...  Create filter actions below

6.   Create a filter action to perform a push fields operation to the 
"HPD:Association" form (using the Incident Number that was pushed to the 
problem form in step 3). You will need to look at an existing record in the 
"HPD:Associations" form to get all of the data fields you will need to 
pushI do not remember them all off the top of my head :)Push all 
required fieldsmaking sure that you follow what ID's go where as this is 
important (IE: Incident ID goes to "Request ID_01 field and where Problem ID 
goes to Request_ID_02 field)

7.   Create a second filter action to perform a push fields operation to 
the "PBM:Association" form (using the Problem Number on the current form). You 
will need to look at an existing record in the "PBM:Associations" form to get 
all of the data fields you will need to pushI do not remember them all off 
the top of my head :)Push all required fieldsmaking sure that you 
follow what ID's go where as this is important (IE: Problem ID goes to "Request 
ID_01 field and where Incident ID goes to Request_ID_02 field)...

8.   Done :)

I hope this helpslet me know how it goes. (Hopefully I did not miss a 
stepI will review this again later but wanted to get it out now)

Regards,
Ryan.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-create a Problem Investigation

**
Hi Ryan,

The criteria that fires the workflow really does matter but for the sake of 
discussion lets use ('Priority' = "Critical") AND ('Status < "Pending") AND 
'Submit Date < ($TIMESTAMP - 4 hours) .  An escalation looks for incidents that 
meet this criteria and on  a match sets the field 'Create Problem' to Yes.  
Then using something like ('DB.Create Problem' = $NULL$ and 'TR.Create Problem' 
= Yes), workflow creates the problem investigation.

I could do a push field directly to the Problem Investigation but I need to 
relate it to the Incident that fired the workdflow.

Mark

From: Action Request System discussion list(ARSList) 
[mai

Re: Auto-create a Problem Investigation

[Downing, Ryan]

Hi Mark,

If you could provide a little more information. What criteria needs to be met 
before the Problem Investigation is auto created? Example: 5 Incidents created 
within a 24 hour period with the same classifications and pertain to the same 
issue? Or perhaps an event correlating engine traps a number of similar events 
that all lead to a failure of a specific network node? The possibilities are 
endless

You speak of making an associationwould this be to a primary incident that 
has 1 or more duplicatesor another entity? This type of information would 
help in determining the best way to approach the auto creation and association 
of a problem investigation. It can certainly be done.

Ultimately, if your criteria is met and you have a parent entity with a unique 
identifier (assuming this is another arsystem form) the problem investigation 
can be created along with an association to it. Whether or not this is 
accomplished using active links or filters depends on your requirement of 
meeting the criteria and what that entails.

Hope this helps,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, April 26, 2013 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Auto-create a Problem Investigation

**
HI All & TFIG,

I have a requirement to automatically create a Problem Investigation when a 
certain criteria is met. Could be executed by filters or active links. Is there 
a way to do that. Of course it would be ideal if this was something in ITSM 
that just needed to be turned on rather than constructing new. Probably the 
hard part is creating the association.

Any suggestions greatly appreciated.

ARS 7.6.04 SP3
ITSM 7.6.04 SP3

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
[cid:image001.gif@01CE427F.05FE1320]



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_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: Incident Console column - no data

[Downing, Ryan]

Hi Mark,

I have just performed the same steps you have (granted I am working on an 8.1 
version of ITSM) without any issues.

What was the field you added? Did it have a "Zero" length or a length greater 
than 255? (if this was the case you would not have seen the value at all)

A few things to check:

1.   Ensure all of the added fields have proper permissions (Help Desk 
field, Join field, and column field)

2.   Clear local and mid-tier caches

3.   Test with new datacreate a new incident with the new field data 
added

4.   Press the refresh button on the Incident console if it was already 
open (and showing the blank column)

5.   Make sure the Incident records you updated data with are the ones you 
are looking for in the tableIE: It is an incident in one of your groups

6.   If all previous has failedAscertain the table fields EXTERNAL QUAL 
for both external fields involved and ensure the qualification makes sense for 
the non-watch list version and the watch list version of the table refresh.

Hope this helps

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, April 25, 2013 2:47 PM
To: arslist@ARSLIST.ORG
Subject: Incident Console column - no data

**
Hi All,

I want to display a new column in the Incident Console

Added the field to the Incident (HPD:Help Desk) and then added some data.

Added the field to the HPD:CFG_IncidentWatchList join form, then searched on 
the join form to verify the data is on the form.

Added the field column to the z2TH Incidents table, and then refreshed the 
mid-tier.

When I open the Incident Console the new column is there but no data is 
displayed. However if I select "Show Watch List, the data does appear. What am 
I missing? Is there another join form I need to update?

ITSM 7.6.04 SP3

Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360
[cid:image001.gif@01CE41CA.F8FA8550]



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_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: RKM prefixing Article ID

[Downing, Ryan]

Nathan,

Glad to hear you have it figured out :)

Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Wednesday, April 17, 2013 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM prefixing Article ID

**
Thanks guys for your reply. Actually I forgot to mention, we are on 7.6.04.
What Ryan mentioned works in 8.*.
But we figured it out for 7.6.04 as well, it is done in RKM Plugin through 
filter API call.

On Wed, Apr 17, 2013 at 7:54 PM, Peter Romain 
mailto:p.romain.arsl...@parsolutions.co.uk>>
 wrote:
**
Hi Ryan,

Could you confirm the version you posted the code from as we don't have the 
service filters you refer to and the active link runs as follows without the 
DocID field:

ActiveLink: RKM:KAM:ServiceCall_initOnWinDisplay - Wed Apr 17 2013 15:14:09

True actions:

True action: 
ARACTService(itsm,RKM:KnowledgeArticleManager,0,inputField:[302300653:(new 
EnumType(9)),302300500:(F(windowID,302300500).G()),302300539:(F(windowID,302300539).G()),302300544:(F(windowID,302300544).G()),302301021:(F(windowID,302301021).G()),11:(F(windowID,11).G())],outputField:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]);

action 0

ARACTService(4, itsm, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 
9,302300500:Work In 
Progress,302300539:,302300544:SPR0153,302301021:KM0050560C63F2K65uUQ7_xnAAVkUA,11:-
 Global 
-],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))])


We are on 7.6.04 SP2

Cheers

Peter

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Downing, 
Ryan
Sent: 17 April 2013 14:52
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: RKM prefixing Article ID

**
Hi Nathan,

The following Active Links call services which return the DocID:
RKM:CNK:OnBtnCreate_100_CreateArticleRecords
RKM:KAM:ServiceCall_initOnWinDisplay

The following filters call services which formulate the end value:
RKM:KAM:OnService_015_GetKAMIDs
RKM:KAM:OnService_020_SetDocID   (This filter is the one which creates the 
value of the DocID)

Set fields is:
z1D_Char003 = "KBA" + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, 
LENGTHC($z1D Char01$))   (This is why there is 11 characters total)

This value is returned to calling AL:   RKM:KAM:ServiceCall_initOnWinDisplay
(From AL log):
ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | 
RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 
4:55:42 AM ms 797
True actions:
action 0

ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 
0,inmap:[302300653:9 9,302300500:Work In 
Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:-
 Global -,302300654:Calbro 
Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default
 Administrator 
View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)])

Hope this helps.
Regards,
Ryan.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Wednesday, April 17, 2013 2:09 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: RKM prefixing Article ID

**
We want to put a prefix on Article ID (DOCID in database view 
RKM_KnowledgeArticleManager) for any KM article created.

We are able to prefix DE_ to Request ID, but seems like Article ID is generated 
from Request ID somehow and we are not able to figure it out even after looking 
all filter, sql logs.

For example, for an article, Request ID generated is seen as DE_KBA00108, 
but DOCID is still KBA0108. Another interesting thing is without our prefix 
DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of 
DOCID is 11 characters (KBA + 5 zeros + 108).

Has anyone tried putting pr

Re: RKM prefixing Article ID

[Downing, Ryan]

Hi Peter,

I was looking at an 8.1 version of the RKM code.

I will see if I can find a 7.6.04 SP2 version to look at.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain
Sent: Wednesday, April 17, 2013 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: RKM prefixing Article ID

**
Hi Ryan,

Could you confirm the version you posted the code from as we don't have the 
service filters you refer to and the active link runs as follows without the 
DocID field:

ActiveLink: RKM:KAM:ServiceCall_initOnWinDisplay - Wed Apr 17 2013 15:14:09

True actions:

True action: 
ARACTService(itsm,RKM:KnowledgeArticleManager,0,inputField:[302300653:(new 
EnumType(9)),302300500:(F(windowID,302300500).G()),302300539:(F(windowID,302300539).G()),302300544:(F(windowID,302300544).G()),302301021:(F(windowID,302301021).G()),11:(F(windowID,11).G())],outputField:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))]);

action 0

ARACTService(4, itsm, RKM:KnowledgeArticleManager, 0,inmap:[302300653:9 
9,302300500:Work In 
Progress,302300539:,302300544:SPR0153,302301021:KM0050560C63F2K65uUQ7_xnAAVkUA,11:-
 Global 
-],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594))])


We are on 7.6.04 SP2

Cheers

Peter

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
Sent: 17 April 2013 14:52
To: arslist@ARSLIST.ORG
Subject: Re: RKM prefixing Article ID

**
Hi Nathan,

The following Active Links call services which return the DocID:
RKM:CNK:OnBtnCreate_100_CreateArticleRecords
RKM:KAM:ServiceCall_initOnWinDisplay

The following filters call services which formulate the end value:
RKM:KAM:OnService_015_GetKAMIDs
RKM:KAM:OnService_020_SetDocID   (This filter is the one which creates the 
value of the DocID)

Set fields is:
z1D_Char003 = "KBA" + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, 
LENGTHC($z1D Char01$))   (This is why there is 11 characters total)

This value is returned to calling AL:   RKM:KAM:ServiceCall_initOnWinDisplay
(From AL log):
ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | 
RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 
4:55:42 AM ms 797
True actions:
action 0

ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 
0,inmap:[302300653:9 9,302300500:Work In 
Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:-
 Global -,302300654:Calbro 
Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default
 Administrator 
View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)])

Hope this helps.
Regards,
Ryan.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Wednesday, April 17, 2013 2:09 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: RKM prefixing Article ID

**
We want to put a prefix on Article ID (DOCID in database view 
RKM_KnowledgeArticleManager) for any KM article created.

We are able to prefix DE_ to Request ID, but seems like Article ID is generated 
from Request ID somehow and we are not able to figure it out even after looking 
all filter, sql logs.

For example, for an article, Request ID generated is seen as DE_KBA00108, 
but DOCID is still KBA0108. Another interesting thing is without our prefix 
DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of 
DOCID is 11 characters (KBA + 5 zeros + 108).

Has anyone tried putting prefix on Article ID?

~ Nathan

_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: RKM prefixing Article ID

[Downing, Ryan]

Hi Nathan,

The following Active Links call services which return the DocID:
RKM:CNK:OnBtnCreate_100_CreateArticleRecords
RKM:KAM:ServiceCall_initOnWinDisplay

The following filters call services which formulate the end value:
RKM:KAM:OnService_015_GetKAMIDs
RKM:KAM:OnService_020_SetDocID   (This filter is the one which creates the 
value of the DocID)

Set fields is:
z1D_Char003 = "KBA" + SUBSTRC($z1D Char01$, LENGTHC($z1D Char01$) - 8, 
LENGTHC($z1D Char01$))   (This is why there is 11 characters total)

This value is returned to calling AL:   RKM:KAM:ServiceCall_initOnWinDisplay
(From AL log):
ActiveLink Start:- RKM:KAM:ServiceCall_initOnWinDisplay | 
RKM:KnowledgeArticleManager/Default Administrator View - Wed Apr 17 2013 
4:55:42 AM ms 797
True actions:
action 0

ARACTService(4, vw-sjc-rem-dv92, RKM:KnowledgeArticleManager, 
0,inmap:[302300653:9 9,302300500:Work In 
Progress,302300539:,302300544:SGP0009,302301021:KMGAA5V0GPML4AML448F62BH336WHL,11:-
 Global -,302300654:Calbro 
Services,100058:RKM:KnowledgeArticleManager,302300503:RKM:ProblemSolutionTemplate,3006002:,302298971:Default
 Administrator 
View,112:13;,60800:,60801:,302300502:,302300507:KBA0003,3006006:,302298981:KBA0003,3006004:,3006003:],outmap:[302300566:(fq0_1.F(302300566)),302300529:(fq0_1.F(302300529)),302300540:(fq0_1.F(302300540)),302300569:(fq0_1.F(302300569)),302300572:(fq0_1.F(302300572)),302300571:(fq0_1.F(302300571)),302300570:(fq0_1.F(302300570)),302300203:(fq0_1.F(302300203)),302311133:(fq0_1.F(302311133)),302311145:(fq0_1.F(302311145)),302300594:(fq0_1.F(302300594)),302299731:(fq0_1.F(302299731)),302301079:(fq0_1.F(302301079)),302298971:(Null)])

Hope this helps.
Regards,
Ryan.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Brandt
Sent: Wednesday, April 17, 2013 2:09 AM
To: arslist@ARSLIST.ORG
Subject: RKM prefixing Article ID

**
We want to put a prefix on Article ID (DOCID in database view 
RKM_KnowledgeArticleManager) for any KM article created.

We are able to prefix DE_ to Request ID, but seems like Article ID is generated 
from Request ID somehow and we are not able to figure it out even after looking 
all filter, sql logs.

For example, for an article, Request ID generated is seen as DE_KBA00108, 
but DOCID is still KBA0108. Another interesting thing is without our prefix 
DE_, length of RequestID is 12 characters (KBA + 6 zeros + 108) and that of 
DOCID is 11 characters (KBA + 5 zeros + 108).

Has anyone tried putting prefix on Article ID?

~ Nathan

_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: Question related to placeholder forms

[Downing, Ryan]

Hi David,

Can you delete the "placeholder" form? It appears this particular placeholder 
form is corrupt. As you stated...even placeholder forms require a name.

Do you know what imported workflow would have created the placeholder form?

As an FYI:

Importing shared workflow not owned by the application
When you import an application definition file that contains shared workflow 
not owned by the application, AR System can create a non-functional placeholder 
form
for each external form associated with the shared workflow. This allows 
developers to modify the shared workflow owned by another application without 
installing the integrated application on the development server. It also 
ensures that the complete list of associated forms is preserved with any shared 
workflow.
Placeholder forms are created during application import in these cases:

* The import definition contains shared workflow from another 
application that
includes a Push Fields or Set Fields action. In this case, a placeholder is 
created for the external form used by the Push Fields or Set Fields action.

* The server configuration file (ar.cfg or ar.conf) contains the option 
Create-Workflow-Placeholders: T. In this case, a placeholder form is created 
for any external form associated with the shared workflow, regardless of the 
workflow action type.
A placeholder form has no fields and can only be deleted. If the actual 
definition of a placeholder form is imported, it replaces the existing 
placeholder. In the Forms object list in BMC Remedy Developer Studio, 
placeholder forms are identified as form type "None". When importing an 
application definition that contains shared workflow not owned by the 
application, the workflow object is created if it does not already exist. If 
the workflow object already exists, only the list of associated forms is 
updated. If the application that owns the shared workflow object is later 
imported, the workflow is replaced.

If the placeholder form can be deleted then I am hoping at that point you can 
create/save other forms.

Regards,
Ryan.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Tuesday, April 16, 2013 2:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question related to placeholder forms

**
Ok, in that scenario, I can guarantee you that another form isn't at play.  To 
be able to help we will need the actual message that you are receiving, 
including error number, and if you could also turn on SQL Logging on the server 
before you do the save, and include the relevant portions of the log with the 
reply, that would also help.

On Tue, Apr 16, 2013 at 11:43 AM, Drake, David 
mailto:david.dr...@kbslp.com>> wrote:
**
Dev Studio

David Drake
Application Systems Analyst
ITSM Application Support
Koch Business Solutions, LP
email: david.dr...@kbslp.com | office: 
316-828-6113| cell: 316-200-1991
Error! Filename not specified.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, 
Lj
Sent: Tuesday, April 16, 2013 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question related to placeholder forms

** By save, do you mean in dec studio or client?


On Tuesday, April 16, 2013, Drake, David 
mailto:david.dr...@kbslp.com>> wrote:
> **
>
> Need to see if anyone has any insight into the probable cause and/or fix for 
> the following
>
>
>
> We're no longer able to save any kind of forms. The error indicates that the 
> fields cannot be found. This is on a brand new regular form and the core 
> fields are right there so the error is coming from some other form that is 
> being accessed when saving this form. We have found a placeholder form but it 
> doesn't have a name (even though that's a required field) and we suspect that 
> may be the culprit. Has anyone any insight into this or something similar? 
> Thanks!
>
>
>
> ITSM 7.6.04 SP2, SQL2K5, Windows Server
>
>
>
> David Drake
>
> Application Systems Analyst
>
> ITSM Application Support
> Koch Business Solutions, LP
>
> email: david.dr...@kbslp.com | office: 
> 316-828-6113| cell: 316-200-1991
>
>
>
>
>
> _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_

_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"