subject:"\"Re\\\: FTS Plugin issues in 7.6.04\""

Re: FTS Plugin issues in 7.6.04

2012-03-27 Thread PCR Remedy

Check this pdf

Provides information about performance degradation caused by keeping
FTS Indexing and Escalations during upgrade
http://documents.bmc.com/supportu/documents/18/37/211837/211837.pdf


Peter

On Mon, Mar 19, 2012 at 11:06 PM, strauss  wrote:
> Last night (and very early this morning) I finally installed ARS SP3 on my 
> production 7.6.04.01 server, and it promptly started throwing FTS plugin 
> errors such as I had seen on my test server(s) in both SP1 and SP3.
>
> Mon Mar 19 01:31:08 2012 : Action Request System(R) Server x64 Version 7.6.04 
> SP3 201201302357
> (c) Copyright 1991-2011 BMC Software, Inc.
> Mon Mar 19 01:32:26 2012 390602 : Cannot establish a network connection to 
> the AR System Plug-In server (ARERR 8760)
> Mon Mar 19 01:32:26 2012     server.domain.unt.edu (9998) ARSYS.ARF.FTS : 
> RPC: Miscellaneous tli error - System error (Connection refused)
>
> When I hit this on my test server, this procedure from support resolved it.  
> It worked this morning on production as well.  I just ran a search from the 
> RKM advanced search interface and returned tons of indexed Incident records, 
> so it really did create new indexes.  Try this (example is for server group 
> OR for a single server like ours):
>
> 2. Per KA328228 :
>
> 1.  Stop the AR servers in the server group (just the one AR server when not 
> using a group)
>     Need do this to ensure there are no files locked in contents of the 
> Collection directory.
> 2.  Using a database client, remove the contents of the ft_pending table from 
> the DB directly.
> 3.  Remove the contents of the Collection directory.
> 4   Restart ARserver.  In a Server group, only restart the primary server at 
> this point
> 5.  Start an FTS Re-Index  by choosing the Re-INdex option in the 
> Administration Console/System Information/FTS tab
> 6.  Monitor the Collection directory to see that files are getting created.
> 7.  Once you see the files created  (there should be at least 9)  you can 
> bring up the other members of the Server Group
> Once the FT-Indexing in complete, start testing Full Text Searches.
>
> I guess that it is really a data error, but who knows what will happen the 
> next time we reboot the server (restarting ARS did NOT trigger the error 
> after steps 1 through 4); I did not run 5 through 7 until this afternoon and 
> tonight.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
> From: Joe Martin D'Souza mailto:jdso...@shyle.net>>
> Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
> mailto:arslist@ARSLIST.ORG>>
> Date: Thu, 15 Mar 2012 12:11:44 -0500
> To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
> mailto:arslist@ARSLIST.ORG>>
> Subject: Re: FTS Plugin issues in 7.6.04
>
> **
> That’s close to what I have been hearing at this site as well. We keep 
> getting recommendations that we ought to move to 7.6.04, but from  this 
> thread, it looks like its not cleaned up on that version either..
>
> From: patchsk<mailto:vamsi...@gmail.com>
> Sent: Thursday, March 15, 2012 12:13 PM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: FTS Plugin issues in 7.6.04
>
> **
> Seems like there are several issues with this feature.
> We could not even get it to work it on 7.6.03. Without server group it seem 
> to work, once enabled servergroup it starts crashing while failing over to 
> other server in the servergroup.  Went through several iterations with BMC it 
> did not help any further so we went live without it.
> I assume the product has been passed through testing before making GA.
> Seems like there is a gap between  BMC lab systems/configurations and real 
> world.
>
>
> On Thursday, March 15, 2012 9:03:59 AM UTC-5, Joe Martin D'Souza wrote:
> **
>
> Mike,
>
> For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
> we have a long standing open ticket with BMC Support. I cannot be sure if 
> this is the same issue that has propagated forward to 7.6.04, unless we 
> compare our issues.. Do you have a ticket open with BMC Support related to 
> this?
>
> Joe
>
>
> From: Mike Worts<mailto:mike.wo...@arqiva.com>
> Sent: Thursday, March 15, 2012 7:31 AM
> Newsgroups: public.remedy.arsystem.general
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: FTS Plugin issues in 7.6.04
>
> **
> Same for us on 7.6.04 SP1.
>
> Check your fts log files. You may find the same error as us:
>
>

Re: FTS Plugin issues in 7.6.04

2012-03-19 Thread strauss

Last night (and very early this morning) I finally installed ARS SP3 on my 
production 7.6.04.01 server, and it promptly started throwing FTS plugin errors 
such as I had seen on my test server(s) in both SP1 and SP3.

Mon Mar 19 01:31:08 2012 : Action Request System(R) Server x64 Version 7.6.04 
SP3 201201302357
(c) Copyright 1991-2011 BMC Software, Inc.
Mon Mar 19 01:32:26 2012  390602 : Cannot establish a network connection to the 
AR System Plug-In server (ARERR 8760)
Mon Mar 19 01:32:26 2012 server.domain.unt.edu (9998) ARSYS.ARF.FTS : RPC: 
Miscellaneous tli error - System error (Connection refused)

When I hit this on my test server, this procedure from support resolved it.  It 
worked this morning on production as well.  I just ran a search from the RKM 
advanced search interface and returned tons of indexed Incident records, so it 
really did create new indexes.  Try this (example is for server group OR for a 
single server like ours):

2. Per KA328228 :

1.  Stop the AR servers in the server group (just the one AR server when not 
using a group)
 Need do this to ensure there are no files locked in contents of the 
Collection directory.
2.  Using a database client, remove the contents of the ft_pending table from 
the DB directly.
3.  Remove the contents of the Collection directory.
4   Restart ARserver.  In a Server group, only restart the primary server at 
this point
5.  Start an FTS Re-Index  by choosing the Re-INdex option in the 
Administration Console/System Information/FTS tab
6.  Monitor the Collection directory to see that files are getting created.
7.  Once you see the files created  (there should be at least 9)  you can bring 
up the other members of the Server Group
Once the FT-Indexing in complete, start testing Full Text Searches.

I guess that it is really a data error, but who knows what will happen the next 
time we reboot the server (restarting ARS did NOT trigger the error after steps 
1 through 4); I did not run 5 through 7 until this afternoon and tonight.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

From: Joe Martin D'Souza mailto:jdso...@shyle.net>>
Reply-To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Date: Thu, 15 Mar 2012 12:11:44 -0500
To: "arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>" 
mailto:arslist@ARSLIST.ORG>>
Subject: Re: FTS Plugin issues in 7.6.04

**
That’s close to what I have been hearing at this site as well. We keep getting 
recommendations that we ought to move to 7.6.04, but from  this thread, it 
looks like its not cleaned up on that version either..

From: patchsk<mailto:vamsi...@gmail.com>
Sent: Thursday, March 15, 2012 12:13 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: FTS Plugin issues in 7.6.04

**
Seems like there are several issues with this feature.
We could not even get it to work it on 7.6.03. Without server group it seem to 
work, once enabled servergroup it starts crashing while failing over to other 
server in the servergroup.  Went through several iterations with BMC it did not 
help any further so we went live without it.
I assume the product has been passed through testing before making GA.
Seems like there is a gap between  BMC lab systems/configurations and real 
world.


On Thursday, March 15, 2012 9:03:59 AM UTC-5, Joe Martin D'Souza wrote:
**

Mike,

For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
we have a long standing open ticket with BMC Support. I cannot be sure if this 
is the same issue that has propagated forward to 7.6.04, unless we compare our 
issues.. Do you have a ticket open with BMC Support related to this?

Joe


From: Mike Worts<mailto:mike.wo...@arqiva.com>
Sent: Thursday, March 15, 2012 7:31 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: FTS Plugin issues in 7.6.04

**
Same for us on 7.6.04 SP1.

Check your fts log files. You may find the same error as us:

2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

We have no solution yet.

Mike.

AR 7.6.04 SP1
ITSM 7.6.04 SP1
AIX 6.

Re: FTS Plugin issues in 7.6.04

2012-03-16 Thread Joe Martin D'Souza

I hear you.. worked at a site once where IBM had a lot of stake in there and 
they were an exclusively all AIX shop.. Any application they considered buying 
had to run on AIX or it would be shown the door...

From: Mike Worts 
Sent: Friday, March 16, 2012 10:41 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: FTS Plugin issues in 7.6.04

** 
Good question. There is history behind it which I won't go into :) (but it 
includes the words "IBM" and "outsourcing")

We have been running v6.3 on AIX very successfully for many years. We have 
found it to be a robust, reliable and stable platform. It is obviously not 
everyone's first choice, however, I can vouch for it and have had positive 
experiences using it over many years. I think we are starting to see a few 
issues with IBM Java, which probably accounts for quite a few of our rendering 
issues.

Besides that, I like it !!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: 16 March 2012 13:52
To: arslist@ARSLIST.ORG
Subject: Re: FTS Plugin issues in 7.6.04

** 

Just wondering….

Why on AIX?

Are the benefits that great?

-John

On Fri, Mar 16, 2012 at 7:48 AM, Mike Worts  wrote:

  ** 
  Hi,

  Yep, we have raised this with BMC. I have been hosting a daily call with BMC 
since we went live in October going through our issues and slowly but surely, 
resolving each one through hotfixes or small configuration changes to our 
system. I must say, BMC have been very helpful. I think one one of our 
challenges is that we are one of the very few customers using 7.6.04 on an AIX 
platform and we were also one of the early adopters, so it has been a learning 
curve for both ourselves and BMC.

  Our FTS symptoms have been very interesting. We reported last October, that 
our FTS Java process was flat lining at 60% CPU. It was a random occurrence 
happening only twice in a few months, but when it started, it did not stop 
until we killed the process. Most recently, we have been getting the error I 
mentioned below, but again it does not happen frequently. We found KB351120 
recently which you may know about, but I don't believe it is related to our 
issue.

  For those who are thinking of moving to 7.6.04 (Re: Which sp of 7.6.4 is most 
stable?), I would agree with others that SP3 is your best bet. We are now in 
production on ITSM 7.6.04 SP1/AR 7.6.04 SP1, but we have to monitor the system 
quite carefully for those small blips!

  Mike.

Knowledge Article ID:

   KA351120

Version:

   2.0

Status:

   Published

Published date:

   01/09/2012

Updated:

   01/09/2012

  Problem

  ARERR 8753 (error in plugin: ARSYS.ARF.FTS) when searching text on Global 
Search of "FORT"

  LP: BMC Remedy IT Service Management Suite

  Issue Summary: ARERR 8753 (error in plugin: ARSYS.ARF.FTS) when searching 
text on Global Search

  Solution

  There is a defect (SW00400482) in 7.6.04 source code that it caused Java 
stack overflow on processing any words that containing "OR" or "AND". The fix 
will be available in 7.6.04 SP2. Attached is the hotfix for 7.6.04 SP1.

--
  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
  Sent: 15 March 2012 14:04
  To: arslist@ARSLIST.ORG
  Subject: Re: FTS Plugin issues in 7.6.04

  ** 

  Mike,

  For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
we have a long standing open ticket with BMC Support. I cannot be sure if this 
is the same issue that has propagated forward to 7.6.04, unless we compare our 
issues.. Do you have a ticket open with BMC Support related to this?

  Joe

  From: Mike Worts 
  Sent: Thursday, March 15, 2012 7:31 AM
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Subject: Re: FTS Plugin issues in 7.6.04

  ** 
  Same for us on 7.6.04 SP1.

  Check your fts log files. You may find the same error as us:

  2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
  2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
  2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
  java.lang.OutOfMemoryError

  2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugin

Re: FTS Plugin issues in 7.6.04

2012-03-16 Thread Mike Worts

Good question. There is history behind it which I won't go into :) (but it 
includes the words "IBM" and "outsourcing")

We have been running v6.3 on AIX very successfully for many years. We have 
found it to be a robust, reliable and stable platform. It is obviously not 
everyone's first choice, however, I can vouch for it and have had positive 
experiences using it over many years. I think we are starting to see a few 
issues with IBM Java, which probably accounts for quite a few of our rendering 
issues.

Besides that, I like it !!


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: 16 March 2012 13:52
To: arslist@ARSLIST.ORG
Subject: Re: FTS Plugin issues in 7.6.04

**

Just wondering

Why on AIX?

Are the benefits that great?



-John



On Fri, Mar 16, 2012 at 7:48 AM, Mike Worts 
mailto:mike.wo...@arqiva.com>> wrote:
**
Hi,

Yep, we have raised this with BMC. I have been hosting a daily call with BMC 
since we went live in October going through our issues and slowly but surely, 
resolving each one through hotfixes or small configuration changes to our 
system. I must say, BMC have been very helpful. I think one one of our 
challenges is that we are one of the very few customers using 7.6.04 on an AIX 
platform and we were also one of the early adopters, so it has been a learning 
curve for both ourselves and BMC.

Our FTS symptoms have been very interesting. We reported last October, that our 
FTS Java process was flat lining at 60% CPU. It was a random occurrence 
happening only twice in a few months, but when it started, it did not stop 
until we killed the process. Most recently, we have been getting the error I 
mentioned below, but again it does not happen frequently. We found KB351120 
recently which you may know about, but I don't believe it is related to our 
issue.

For those who are thinking of moving to 7.6.04 (Re: Which sp of 7.6.4 is most 
stable?), I would agree with others that SP3 is your best bet. We are now in 
production on ITSM 7.6.04 SP1/AR 7.6.04 SP1, but we have to monitor the system 
quite carefully for those small blips!

Mike.

Knowledge Article ID:



KA351120

Version:



2.0

Status:



Published

Published date:



01/09/2012

Updated:



01/09/2012



Problem
ARERR 8753 (error in plugin: ARSYS.ARF.FTS) when searching text on Global 
Search of "FORT"

LP: BMC Remedy IT Service Management Suite




Issue Summary: ARERR 8753 (error in plugin: ARSYS.ARF.FTS) when searching text 
on Global Search


Solution
There is a defect (SW00400482) in 7.6.04 source code that it caused Java stack 
overflow on processing any words that containing "OR" or "AND". The fix will be 
available in 7.6.04 SP2. Attached is the hotfix for 7.6.04 SP1.




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Joe 
Martin D'Souza
Sent: 15 March 2012 14:04
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: FTS Plugin issues in 7.6.04

**

Mike,

For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
we have a long standing open ticket with BMC Support. I cannot be sure if this 
is the same issue that has propagated forward to 7.6.04, unless we compare our 
issues.. Do you have a ticket open with BMC Support related to this?

Joe


From: Mike Worts<mailto:mike.wo...@arqiva.com>
Sent: Thursday, March 15, 2012 7:31 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: FTS Plugin issues in 7.6.04

**
Same for us on 7.6.04 SP1.

Check your fts log files. You may find the same error as us:

2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

We have no solution yet.

Mike.

AR 7.6.04 SP1
ITSM 7.6.04 SP1
AIX 6.1



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nathan 
Aker
Sent: 15 March 2012 04:49
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: FTS Plugin issues in 7.6.04

**
Anyone else experiencing major issues with the

Re: FTS Plugin issues in 7.6.04

2012-03-16 Thread John Sundberg

Just wondering….

Why on AIX?

Are the benefits that great?



-John



On Fri, Mar 16, 2012 at 7:48 AM, Mike Worts  wrote:

> ** **
> Hi,
>
> Yep, we have raised this with BMC. I have been hosting a daily call with
> BMC since we went live in October going through our issues and slowly but
> surely, resolving each one through hotfixes or small configuration changes
> to our system. I must say, BMC have been very helpful. I think one one of
> our challenges is that we are one of the very few customers using 7.6.04 on
> an AIX platform and we were also one of the early adopters, so it has been
> a learning curve for both ourselves and BMC.
>
> Our FTS symptoms have been very interesting. We reported last October,
> that our FTS Java process was flat lining at 60% CPU. It was a random
> occurrence happening only twice in a few months, but when it started, it
> did not stop until we killed the process. Most recently, we have been
> getting the error I mentioned below, but again it does not happen
> frequently. We found KB351120 recently which you may know about, but I
> don't believe it is related to our issue.
>
> For those who are thinking of moving to 7.6.04 (Re: Which sp of 7.6.4 is
> most stable?), I would agree with others that SP3 is your best bet. We are
> now in production on ITSM 7.6.04 SP1/AR 7.6.04 SP1, but we have to monitor
> the system quite carefully for those small blips!
>
> Mike.
>
>
> *Knowledge Article ID:*
>
>   
>
> KA351120
>
> *Version:*
>
>   
>
> 2.0
>
> *Status:*
>
>   
>
> Published
>
> *Published date:*
>
>   
>
> 01/09/2012
>
> *Updated:*
>
>   
>
> 01/09/2012
>
> ** **
>
>   
>
> *Problem*
>
> ARERR 8753 (error in plugin: ARSYS.ARF.FTS) when searching text on Global
> Search of "FORT"
>
> LP: BMC Remedy IT Service Management Suite
>
>
>
>
> Issue Summary: ARERR 8753 (error in plugin: ARSYS.ARF.FTS) when searching
> text on Global Search
>
>  
>
> *Solution*
>
> There is a defect (SW00400482) in 7.6.04 source code that it caused Java
> stack overflow on processing any words that containing "OR" or "AND". The
> fix will be available in 7.6.04 SP2. Attached is the hotfix for 7.6.04 SP1.
> 
>
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe Martin D'Souza
> *Sent:* 15 March 2012 14:04
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: FTS Plugin issues in 7.6.04
>
> **
>
> Mike,
>
> For whatever its worth, there are similar problems with FTS in 7.6.03 too
> and we have a long standing open ticket with BMC Support. I cannot be sure
> if this is the same issue that has propagated forward to 7.6.04, unless we
> compare our issues.. Do you have a ticket open with BMC Support related to
> this?
>
> Joe
>
>
>  *From:* Mike Worts 
> *Sent:* Thursday, March 15, 2012 7:31 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: FTS Plugin issues in 7.6.04
>
> **
> Same for us on 7.6.04 SP1.
>
> Check your fts log files. You may find the same error as us:
>
> 2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5]
> com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not
> in catalog; Message number = 8753,en_GB)
> 2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5]
> com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message
> not in catalog; Message number = 8753,en_GB)
> 2012-03-14 05:20:39,747 ERROR [pool-2-thread-4]
> com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) -
> ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
> java.lang.OutOfMemoryError
>
> 2012-03-14 05:20:33,189 ERROR [pool-2-thread-5]
> com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) -
> ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
> java.lang.OutOfMemoryError
>
> We have no solution yet.
>
> Mike.
>
> AR 7.6.04 SP1
> ITSM 7.6.04 SP1
> AIX 6.1
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Nathan Aker
> *Sent:* 15 March 2012 04:49
> *To:* arslist@ARSLIST.ORG
> *Subject:* FTS Plugin issues in 7.6.04
>
> **
>
> Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We
> have been battling continual issues with the FTS plugin in all 3 of our
> environments since upgrading to 7.6.04. The errors are typically some
> derivative of “error in plugin: ARSYS.ARF.FTS” with differ

Re: FTS Plugin issues in 7.6.04

2012-03-16 Thread Mike Worts

Hi,

Yep, we have raised this with BMC. I have been hosting a daily call with BMC 
since we went live in October going through our issues and slowly but surely, 
resolving each one through hotfixes or small configuration changes to our 
system. I must say, BMC have been very helpful. I think one one of our 
challenges is that we are one of the very few customers using 7.6.04 on an AIX 
platform and we were also one of the early adopters, so it has been a learning 
curve for both ourselves and BMC.

Our FTS symptoms have been very interesting. We reported last October, that our 
FTS Java process was flat lining at 60% CPU. It was a random occurrence 
happening only twice in a few months, but when it started, it did not stop 
until we killed the process. Most recently, we have been getting the error I 
mentioned below, but again it does not happen frequently. We found KB351120 
recently which you may know about, but I don't believe it is related to our 
issue.

For those who are thinking of moving to 7.6.04 (Re: Which sp of 7.6.4 is most 
stable?), I would agree with others that SP3 is your best bet. We are now in 
production on ITSM 7.6.04 SP1/AR 7.6.04 SP1, but we have to monitor the system 
quite carefully for those small blips!

Mike.

Knowledge Article ID:



KA351120

Version:



2.0

Status:



Published

Published date:



01/09/2012

Updated:



01/09/2012



Problem
ARERR 8753 (error in plugin: ARSYS.ARF.FTS) when searching text on Global 
Search of "FORT"

LP: BMC Remedy IT Service Management Suite




Issue Summary: ARERR 8753 (error in plugin: ARSYS.ARF.FTS) when searching text 
on Global Search


Solution
There is a defect (SW00400482) in 7.6.04 source code that it caused Java stack 
overflow on processing any words that containing "OR" or "AND". The fix will be 
available in 7.6.04 SP2. Attached is the hotfix for 7.6.04 SP1.




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: 15 March 2012 14:04
To: arslist@ARSLIST.ORG
Subject: Re: FTS Plugin issues in 7.6.04

**

Mike,

For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
we have a long standing open ticket with BMC Support. I cannot be sure if this 
is the same issue that has propagated forward to 7.6.04, unless we compare our 
issues.. Do you have a ticket open with BMC Support related to this?

Joe


From: Mike Worts<mailto:mike.wo...@arqiva.com>
Sent: Thursday, March 15, 2012 7:31 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: FTS Plugin issues in 7.6.04

**
Same for us on 7.6.04 SP1.

Check your fts log files. You may find the same error as us:

2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

We have no solution yet.

Mike.

AR 7.6.04 SP1
ITSM 7.6.04 SP1
AIX 6.1



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: 15 March 2012 04:49
To: arslist@ARSLIST.ORG
Subject: FTS Plugin issues in 7.6.04

**
Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We have 
been battling continual issues with the FTS plugin in all 3 of our environments 
since upgrading to 7.6.04. The errors are typically some derivative of "error 
in plugin: ARSYS.ARF.FTS" with different iterations of additional log 
information to accompany it.   Our FTS results sporadically either display no 
matches, or the user gets an error when searching.

ARS 7.6.04 SP2
ITSM 7.6.04 SP1

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Web:www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com>

[cid:854423012@16032012-0D8A]

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

This email, its content and any files transmitted with it are for the personal 
attention of the addressee only, any other usage or access is unauthorised. It 
may contain information which could be confidential or privileged. If you are 
not the intended addressee you may not copy, disclose, circulate or use it.

If you have received this email in error, please destroy it

Re: FTS Plugin issues in 7.6.04

2012-03-15 Thread Joe Martin D'Souza

That’s close to what I have been hearing at this site as well. We keep getting 
recommendations that we ought to move to 7.6.04, but from  this thread, it 
looks like its not cleaned up on that version either..

From: patchsk 
Sent: Thursday, March 15, 2012 12:13 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: FTS Plugin issues in 7.6.04

** 
Seems like there are several issues with this feature.
We could not even get it to work it on 7.6.03. Without server group it seem to 
work, once enabled servergroup it starts crashing while failing over to other 
server in the servergroup.  Went through several iterations with BMC it did not 
help any further so we went live without it. 
I assume the product has been passed through testing before making GA.
Seems like there is a gap between  BMC lab systems/configurations and real 
world.

On Thursday, March 15, 2012 9:03:59 AM UTC-5, Joe Martin D'Souza wrote: 
  ** 

  Mike,

  For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
we have a long standing open ticket with BMC Support. I cannot be sure if this 
is the same issue that has propagated forward to 7.6.04, unless we compare our 
issues.. Do you have a ticket open with BMC Support related to this?

  Joe

  From: Mike Worts 
  Sent: Thursday, March 15, 2012 7:31 AM
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Subject: Re: FTS Plugin issues in 7.6.04

  ** 
  Same for us on 7.6.04 SP1.

  Check your fts log files. You may find the same error as us:

  2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
  2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
  2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
  java.lang.OutOfMemoryError

  2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
  java.lang.OutOfMemoryError

  We have no solution yet.

  Mike.

  AR 7.6.04 SP1
  ITSM 7.6.04 SP1
  AIX 6.1

--
  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
  Sent: 15 March 2012 04:49
  To: arslist@ARSLIST.ORG
  Subject: FTS Plugin issues in 7.6.04

  ** 
  Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We 
have been battling continual issues with the FTS plugin in all 3 of our 
environments since upgrading to 7.6.04. The errors are typically some 
derivative of “error in plugin: ARSYS.ARF.FTS” with different iterations of 
additional log information to accompany it.   Our FTS results sporadically 
either display no matches, or the user gets an error when searching.

  ARS 7.6.04 SP2

  ITSM 7.6.04 SP1

  Nathan Aker
  ITSM Solution Architect

  McAfee, Inc.
  5000 Headquarters Drive

  Plano, TX 75024

  Web:www.mcafee.com

  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
  This email, its content and any files transmitted with it are for the 
personal attention of the addressee only, any other usage or access is 
unauthorised. It may contain information which could be confidential or 
privileged. If you are not the intended addressee you may not copy, disclose, 
circulate or use it.

  If you have received this email in error, please destroy it and notify the 
sender by email. Any representations or commitments expressed in this email are 
subject to contract.  

  Although we use reasonable endeavours to virus scan all sent emails, it is 
the responsibility of the recipient to ensure that they are virus free and we 
advise you to carry out your own virus check before opening any attachments. We 
cannot accept liability for any damage sustained as a result of software 
viruses. We reserve the right to monitor email communications through our 
networks.

  Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 
2QA United Kingdom Registered in England and Wales number 2487597

___
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Re: FTS Plugin issues in 7.6.04

2012-03-15 Thread Nathan Aker

And all the global search features

Nathan Aker
ITSM Solution Architect
McAfee, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Thursday, March 15, 2012 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: FTS Plugin issues in 7.6.04

** The problem is the RKM product is now solely dependent on a working FTS. All 
the searches for RKM are done using the FTS plugin.

On Thu, Mar 15, 2012 at 12:13 PM, patchsk 
mailto:vamsi...@gmail.com>> wrote:
**
Seems like there are several issues with this feature.
We could not even get it to work it on 7.6.03. Without server group it seem to 
work, once enabled servergroup it starts crashing while failing over to other 
server in the servergroup.  Went through several iterations with BMC it did not 
help any further so we went live without it.
I assume the product has been passed through testing before making GA.
Seems like there is a gap between  BMC lab systems/configurations and real 
world.


On Thursday, March 15, 2012 9:03:59 AM UTC-5, Joe Martin D'Souza wrote:
**

Mike,

For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
we have a long standing open ticket with BMC Support. I cannot be sure if this 
is the same issue that has propagated forward to 7.6.04, unless we compare our 
issues.. Do you have a ticket open with BMC Support related to this?

Joe


From: Mike Worts<mailto:mike.wo...@arqiva.com>
Sent: Thursday, March 15, 2012 7:31 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: FTS Plugin issues in 7.6.04

**
Same for us on 7.6.04 SP1.

Check your fts log files. You may find the same error as us:

2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

We have no solution yet.

Mike.

AR 7.6.04 SP1
ITSM 7.6.04 SP1
AIX 6.1



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Nathan 
Aker
Sent: 15 March 2012 04:49
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: FTS Plugin issues in 7.6.04
**
Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We have 
been battling continual issues with the FTS plugin in all 3 of our environments 
since upgrading to 7.6.04. The errors are typically some derivative of "error 
in plugin: ARSYS.ARF.FTS" with different iterations of additional log 
information to accompany it.   Our FTS results sporadically either display no 
matches, or the user gets an error when searching.

ARS 7.6.04 SP2
ITSM 7.6.04 SP1

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Web:www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com>


_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_

This email, its content and any files transmitted with it are for the personal 
attention of the addressee only, any other usage or access is unauthorised. It 
may contain information which could be confidential or privileged. If you are 
not the intended addressee you may not copy, disclose, circulate or use it.

If you have received this email in error, please destroy it and notify the 
sender by email. Any representations or commitments expressed in this email are 
subject to contract.

Although we use reasonable endeavours to virus scan all sent emails, it is the 
responsibility of the recipient to ensure that they are virus free and we 
advise you to carry out your own virus check before opening any attachments. We 
cannot accept liability for any damage sustained as a result of software 
viruses. We reserve the right to monitor email communications through our 
networks.

Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 
2QA United Kingdom Registered in England and Wales number 2487597
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_



--
Tauf Chowdhury


_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers

Re: FTS Plugin issues in 7.6.04

2012-03-15 Thread Tauf Chowdhury

The problem is the RKM product is now solely dependent on a working FTS.
All the searches for RKM are done using the FTS plugin.


On Thu, Mar 15, 2012 at 12:13 PM, patchsk  wrote:

> **
> Seems like there are several issues with this feature.
> We could not even get it to work it on 7.6.03. Without server group it
> seem to work, once enabled servergroup it starts crashing while failing
> over to other server in the servergroup.  Went through several iterations
> with BMC it did not help any further so we went live without it.
> I assume the product has been passed through testing before making GA.
> Seems like there is a gap between  BMC lab systems/configurations and real
> world.
>
>
> On Thursday, March 15, 2012 9:03:59 AM UTC-5, Joe Martin D'Souza wrote:
>>
>> **
>>
>> Mike,
>>
>> For whatever its worth, there are similar problems with FTS in 7.6.03 too
>> and we have a long standing open ticket with BMC Support. I cannot be sure
>> if this is the same issue that has propagated forward to 7.6.04, unless we
>> compare our issues.. Do you have a ticket open with BMC Support related to
>> this?
>>
>> Joe
>>
>>
>>  *From:* Mike Worts 
>> *Sent:* Thursday, March 15, 2012 7:31 AM
>> *Newsgroups:* public.remedy.arsystem.general
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: FTS Plugin issues in 7.6.04
>>
>> **
>> Same for us on 7.6.04 SP1.
>>
>> Check your fts log files. You may find the same error as us:
>>
>> 2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
>> com.bmc.arsys.utils.**CatalogReader
>> (?:?) - getMessage(8753,null,Message not in catalog; Message number =
>> 8753,en_GB)
>> 2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
>> com.bmc.arsys.utils.**CatalogReader
>> (?:?) - getMessage(1,8753,null,Message not in catalog; Message number =
>> 8753,en_GB)
>> 2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] com.bmc.arsys.pluginsvr.*
>> *plugins.**ARFilterAPIPluginRepository (?:?) - ARFilterApiCall FAILs in
>> plugin: ARSYS.ARF.FTS
>> java.lang.OutOfMemoryError
>>
>> 2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] com.bmc.arsys.pluginsvr.*
>> *plugins.**ARFilterAPIPluginRepository (?:?) - ARFilterApiCall FAILs in
>> plugin: ARSYS.ARF.FTS
>> java.lang.OutOfMemoryError
>>
>> We have no solution yet.
>>
>> Mike.
>>
>> AR 7.6.04 SP1
>> ITSM 7.6.04 SP1
>> AIX 6.1
>>
>>
>>  --
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Nathan Aker
>> *Sent:* 15 March 2012 04:49
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* FTS Plugin issues in 7.6.04
>>
>> **
>>
>> Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We
>> have been battling continual issues with the FTS plugin in all 3 of our
>> environments since upgrading to 7.6.04. The errors are typically some
>> derivative of “error in plugin: ARSYS.ARF.FTS” with different iterations of
>> additional log information to accompany it.   Our FTS results sporadically
>> either display no matches, or the user gets an error when searching.
>>
>>
>>
>> ARS 7.6.04 SP2
>>
>> ITSM 7.6.04 SP1
>>
>>
>>
>> *Nathan Aker*
>> ITSM Solution Architect
>>
>>
>> *McAfee, Inc.*
>> 5000 Headquarters Drive
>>
>> Plano, TX 75024
>>
>> *Web:*www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com>
>>
>>
>>
>> [image: Description: mfe_primary_logo_rgb_small]
>>
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>> This email, its content and any files transmitted with it are for the
>> personal attention of the addressee only, any other usage or access is
>> unauthorised. It may contain information which could be confidential or
>> privileged. If you are not the intended addressee you may not copy,
>> disclose, circulate or use it.
>>
>> If you have received this email in error, please destroy it and notify
>> the sender by email. Any representations or commitments expressed in this
>> email are subject to contract.
>>
>> Although we use reasonable endeavours to virus scan all sent emails, it
>> is the responsibility of the recipient to ensure that they are virus free
>> and we advise you to carry out your own virus check before opening any
>> attachments. We cannot accept liability for any damage sustained as a
>> result of software viruses. We reserve the right to monitor email
>> communications through our networks.
>>
>> Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire
>> SO21 2QA United Kingdom Registered in England and Wales number 2487597
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
*Tauf Chowdhury

*

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: FTS Plugin issues in 7.6.04

2012-03-15 Thread patchsk

Seems like there are several issues with this feature.
We could not even get it to work it on 7.6.03. Without server group it seem 
to work, once enabled servergroup it starts crashing while failing over to 
other server in the servergroup.  Went through several iterations with BMC 
it did not help any further so we went live without it.
I assume the product has been passed through testing before making GA.
Seems like there is a gap between  BMC lab systems/configurations and real 
world.


On Thursday, March 15, 2012 9:03:59 AM UTC-5, Joe Martin D'Souza wrote:
>
> ** 
>   
> Mike,
>  
> For whatever its worth, there are similar problems with FTS in 7.6.03 too 
> and we have a long standing open ticket with BMC Support. I cannot be sure 
> if this is the same issue that has propagated forward to 7.6.04, unless we 
> compare our issues.. Do you have a ticket open with BMC Support related to 
> this?
>  
> Joe
>  
>   
>  *From:* Mike Worts  
> *Sent:* Thursday, March 15, 2012 7:31 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG 
> *Subject:* Re: FTS Plugin issues in 7.6.04
>  
> ** 
> Same for us on 7.6.04 SP1.
>  
> Check your fts log files. You may find the same error as us:
>  
> 2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
> com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not 
> in catalog; Message number = 8753,en_GB)
> 2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
> com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message 
> not in catalog; Message number = 8753,en_GB)
> 2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
> com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
> ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
> java.lang.OutOfMemoryError
>  
> 2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
> com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
> ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
> java.lang.OutOfMemoryError
>  
> We have no solution yet.
>
> Mike.
>  
> AR 7.6.04 SP1
> ITSM 7.6.04 SP1
> AIX 6.1
>  
>  
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Nathan Aker
> *Sent:* 15 March 2012 04:49
> *To:* arslist@ARSLIST.ORG
> *Subject:* FTS Plugin issues in 7.6.04
>
> ** 
>
> Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We 
> have been battling continual issues with the FTS plugin in all 3 of our 
> environments since upgrading to 7.6.04. The errors are typically some 
> derivative of “error in plugin: ARSYS.ARF.FTS” with different iterations of 
> additional log information to accompany it.   Our FTS results sporadically 
> either display no matches, or the user gets an error when searching.
>
>  
>
> ARS 7.6.04 SP2
>
> ITSM 7.6.04 SP1
>
>  
>
> *Nathan Aker*
> ITSM Solution Architect
>
>
> *McAfee, Inc.*
> 5000 Headquarters Drive
>
> Plano, TX 75024
>
> *Web:*www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com>
>
>  
>
> [image: Description: mfe_primary_logo_rgb_small]
>
>  
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> This email, its content and any files transmitted with it are for the 
> personal attention of the addressee only, any other usage or access is 
> unauthorised. It may contain information which could be confidential or 
> privileged. If you are not the intended addressee you may not copy, 
> disclose, circulate or use it.
>
> If you have received this email in error, please destroy it and notify the 
> sender by email. Any representations or commitments expressed in this email 
> are subject to contract.  
>
> Although we use reasonable endeavours to virus scan all sent emails, it is 
> the responsibility of the recipient to ensure that they are virus free and 
> we advise you to carry out your own virus check before opening any 
> attachments. We cannot accept liability for any damage sustained as a 
> result of software viruses. We reserve the right to monitor email 
> communications through our networks.
>
> Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire 
> SO21 2QA United Kingdom Registered in England and Wales number 2487597
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: FTS Plugin issues in 7.6.04

2012-03-15 Thread Tauf Chowdhury

One of the things we did to minimize the sheer load on FTS during an
initial search was to customize the search "on open" from an incident. SO
when users click "Search Knowledge", we limited the default search to just
look at Knowledge articles. By default, ALL sources are checked such as
Incidents/Changes/Problems/Tasks/etc...
This increased time and load on the FTS.

On Thu, Mar 15, 2012 at 10:03 AM, Joe Martin D'Souza wrote:

> **
>
> Mike,
>
> For whatever its worth, there are similar problems with FTS in 7.6.03 too
> and we have a long standing open ticket with BMC Support. I cannot be sure
> if this is the same issue that has propagated forward to 7.6.04, unless we
> compare our issues.. Do you have a ticket open with BMC Support related to
> this?
>
> Joe
>
>
>  *From:* Mike Worts 
> *Sent:* Thursday, March 15, 2012 7:31 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: FTS Plugin issues in 7.6.04
>
> **
> Same for us on 7.6.04 SP1.
>
> Check your fts log files. You may find the same error as us:
>
> 2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5]
> com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not
> in catalog; Message number = 8753,en_GB)
> 2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5]
> com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message
> not in catalog; Message number = 8753,en_GB)
> 2012-03-14 05:20:39,747 ERROR [pool-2-thread-4]
> com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) -
> ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
> java.lang.OutOfMemoryError
>
> 2012-03-14 05:20:33,189 ERROR [pool-2-thread-5]
> com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) -
> ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
> java.lang.OutOfMemoryError
>
> We have no solution yet.
>
> Mike.
>
> AR 7.6.04 SP1
> ITSM 7.6.04 SP1
> AIX 6.1
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Nathan Aker
> *Sent:* 15 March 2012 04:49
> *To:* arslist@ARSLIST.ORG
> *Subject:* FTS Plugin issues in 7.6.04
>
> **
>
> Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We
> have been battling continual issues with the FTS plugin in all 3 of our
> environments since upgrading to 7.6.04. The errors are typically some
> derivative of “error in plugin: ARSYS.ARF.FTS” with different iterations of
> additional log information to accompany it.   Our FTS results sporadically
> either display no matches, or the user gets an error when searching.
>
> 
>
> ARS 7.6.04 SP2
>
> ITSM 7.6.04 SP1
>
> 
>
> *Nathan Aker*
> ITSM Solution Architect
>
>
> *McAfee, Inc.*
> 5000 Headquarters Drive
>
> Plano, TX 75024
>
> *Web:*www.mcafee.com<http://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com>
> 
>
> 
>
> [image: Description: mfe_primary_logo_rgb_small]
>
> 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> This email, its content and any files transmitted with it are for the
> personal attention of the addressee only, any other usage or access is
> unauthorised. It may contain information which could be confidential or
> privileged. If you are not the intended addressee you may not copy,
> disclose, circulate or use it.
>
> If you have received this email in error, please destroy it and notify the
> sender by email. Any representations or commitments expressed in this email
> are subject to contract.
>
> Although we use reasonable endeavours to virus scan all sent emails, it is
> the responsibility of the recipient to ensure that they are virus free and
> we advise you to carry out your own virus check before opening any
> attachments. We cannot accept liability for any damage sustained as a
> result of software viruses. We reserve the right to monitor email
> communications through our networks.
>
> Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire
> SO21 2QA United Kingdom Registered in England and Wales number 2487597
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
*Tauf Chowdhury

*

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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<>

Re: FTS Plugin issues in 7.6.04

2012-03-15 Thread Joe Martin D'Souza


Mike,

For whatever its worth, there are similar problems with FTS in 7.6.03 too and 
we have a long standing open ticket with BMC Support. I cannot be sure if this 
is the same issue that has propagated forward to 7.6.04, unless we compare our 
issues.. Do you have a ticket open with BMC Support related to this?

Joe


From: Mike Worts 
Sent: Thursday, March 15, 2012 7:31 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: FTS Plugin issues in 7.6.04

** 
Same for us on 7.6.04 SP1.

Check your fts log files. You may find the same error as us:

2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

We have no solution yet.

Mike.

AR 7.6.04 SP1
ITSM 7.6.04 SP1
AIX 6.1




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: 15 March 2012 04:49
To: arslist@ARSLIST.ORG
Subject: FTS Plugin issues in 7.6.04


** 
Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We have 
been battling continual issues with the FTS plugin in all 3 of our environments 
since upgrading to 7.6.04. The errors are typically some derivative of “error 
in plugin: ARSYS.ARF.FTS” with different iterations of additional log 
information to accompany it.   Our FTS results sporadically either display no 
matches, or the user gets an error when searching.

 

ARS 7.6.04 SP2

ITSM 7.6.04 SP1

 

Nathan Aker
ITSM Solution Architect


McAfee, Inc.
5000 Headquarters Drive

Plano, TX 75024

Web:www.mcafee.com

 



 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
This email, its content and any files transmitted with it are for the personal 
attention of the addressee only, any other usage or access is unauthorised. It 
may contain information which could be confidential or privileged. If you are 
not the intended addressee you may not copy, disclose, circulate or use it.

If you have received this email in error, please destroy it and notify the 
sender by email. Any representations or commitments expressed in this email are 
subject to contract.  

Although we use reasonable endeavours to virus scan all sent emails, it is the 
responsibility of the recipient to ensure that they are virus free and we 
advise you to carry out your own virus check before opening any attachments. We 
cannot accept liability for any damage sustained as a result of software 
viruses. We reserve the right to monitor email communications through our 
networks.

Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 
2QA United Kingdom Registered in England and Wales number 2487597

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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<>

Re: FTS Plugin issues in 7.6.04

2012-03-15 Thread Tauf Chowdhury

All,
Have a look at this document. It talks about improving FTS performance by
multi threading the java engine. Hopefully this helps with the out of
memory errors and stuff.


On Thu, Mar 15, 2012 at 7:31 AM, Mike Worts  wrote:

> ** **
> Same for us on 7.6.04 SP1.
>
> Check your fts log files. You may find the same error as us:
>
> 2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5]
> com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not
> in catalog; Message number = 8753,en_GB)
> 2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5]
> com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message
> not in catalog; Message number = 8753,en_GB)
> 2012-03-14 05:20:39,747 ERROR [pool-2-thread-4]
> com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) -
> ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
> java.lang.OutOfMemoryError
>
> 2012-03-14 05:20:33,189 ERROR [pool-2-thread-5]
> com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) -
> ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
> java.lang.OutOfMemoryError
>
> We have no solution yet.
>
> Mike.
>
> AR 7.6.04 SP1
> ITSM 7.6.04 SP1
> AIX 6.1
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Nathan Aker
> *Sent:* 15 March 2012 04:49
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* FTS Plugin issues in 7.6.04
>
> **
>
> Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We
> have been battling continual issues with the FTS plugin in all 3 of our
> environments since upgrading to 7.6.04. The errors are typically some
> derivative of “error in plugin: ARSYS.ARF.FTS” with different iterations of
> additional log information to accompany it.   Our FTS results sporadically
> either display no matches, or the user gets an error when searching.
>
> ** **
>
> ARS 7.6.04 SP2
>
> ITSM 7.6.04 SP1
>
> ** **
>
> *Nathan Aker*
> ITSM Solution Architect
>
>
> *McAfee, Inc.*
> 5000 Headquarters Drive
>
> Plano, TX 75024
>
> *Web:*www.mcafee.com
> 
>
> ** **
>
> [image: Description: mfe_primary_logo_rgb_small]
>
> ** **
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> This email, its content and any files transmitted with it are for the
> personal attention of the addressee only, any other usage or access is
> unauthorised. It may contain information which could be confidential or
> privileged. If you are not the intended addressee you may not copy,
> disclose, circulate or use it.
>
> If you have received this email in error, please destroy it and notify the
> sender by email. Any representations or commitments expressed in this email
> are subject to contract.
>
> Although we use reasonable endeavours to virus scan all sent emails, it is
> the responsibility of the recipient to ensure that they are virus free and
> we advise you to carry out your own virus check before opening any
> attachments. We cannot accept liability for any damage sustained as a
> result of software viruses. We reserve the right to monitor email
> communications through our networks.
>
> Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire
> SO21 2QA United Kingdom Registered in England and Wales number 2487597
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>



-- 
*Tauf Chowdhury

*

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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FTS for performance in a server group7604.docx
Description: application/vnd.openxmlformats-officedocument.wordprocessingml.document

Re: FTS Plugin issues in 7.6.04

2012-03-15 Thread Mike Worts

Same for us on 7.6.04 SP1.

Check your fts log files. You may find the same error as us:

2012-03-14 05:20:33,197 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:33,198 DEBUG [pool-2-thread-5] 
com.bmc.arsys.utils.CatalogReader (?:?) - getMessage(1,8753,null,Message not in 
catalog; Message number = 8753,en_GB)
2012-03-14 05:20:39,747 ERROR [pool-2-thread-4] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

2012-03-14 05:20:33,189 ERROR [pool-2-thread-5] 
com.bmc.arsys.pluginsvr.plugins.ARFilterAPIPluginRepository (?:?) - 
ARFilterApiCall FAILs in plugin: ARSYS.ARF.FTS
java.lang.OutOfMemoryError

We have no solution yet.

Mike.

AR 7.6.04 SP1
ITSM 7.6.04 SP1
AIX 6.1



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: 15 March 2012 04:49
To: arslist@ARSLIST.ORG
Subject: FTS Plugin issues in 7.6.04

**
Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We have 
been battling continual issues with the FTS plugin in all 3 of our environments 
since upgrading to 7.6.04. The errors are typically some derivative of "error 
in plugin: ARSYS.ARF.FTS" with different iterations of additional log 
information to accompany it.   Our FTS results sporadically either display no 
matches, or the user gets an error when searching.

ARS 7.6.04 SP2
ITSM 7.6.04 SP1

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Web:www.mcafee.com

[cid:620103011@15032012-0CCE]

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

This email, its content and any files transmitted with it are for the personal 
attention of the addressee only, any other usage or access is unauthorised. It 
may contain information which could be confidential or privileged. If you are 
not the intended addressee you may not copy, disclose, circulate or use it.
If you have received this email in error, please destroy it and notify the 
sender by email. Any representations or commitments expressed in this email are 
subject to contract.  
Although we use reasonable endeavours to virus scan all sent emails, it is the 
responsibility of the recipient to ensure that they are virus free and we 
advise you to carry out your own virus check before opening any attachments.  
We cannot accept liability for any damage sustained as a result of software 
viruses.  We reserve the right to monitor email communications through our 
networks.
Arqiva Limited. Registered office: Crawley Court, Winchester, Hampshire SO21 
2QA United Kingdom Registered in England and Wales number 2487597


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
<>

Re: FTS Plugin issues in 7.6.04

2012-03-14 Thread Rod Harris

Hi Nathan,

Could you give us some examples of the additional errors as that could make
all the difference?

In my recent install of 7.6.4 SP2 I noticed that the FTS plugin lines of
ar.cfg contained the fully qualified host name and this didn't work for me
when I moved my laptop from home to my mobile connection. I fixed the name
and restarted and all was good again.

Rod Harris



On 15 March 2012 12:49, Nathan Aker  wrote:

> **
>
> Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We
> have been battling continual issues with the FTS plugin in all 3 of our
> environments since upgrading to 7.6.04. The errors are typically some
> derivative of “error in plugin: ARSYS.ARF.FTS” with different iterations of
> additional log information to accompany it.   Our FTS results sporadically
> either display no matches, or the user gets an error when searching.
>
> ** **
>
> ARS 7.6.04 SP2
>
> ITSM 7.6.04 SP1
>
> ** **
>
> *Nathan Aker*
> ITSM Solution Architect
>
>
> *McAfee, Inc.*
> 5000 Headquarters Drive
>
> Plano, TX 75024
>
> *Web:*www.mcafee.com
> 
>
> ** **
>
> [image: Description: mfe_primary_logo_rgb_small]
>
> ** **
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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Re: FTS Plugin issues in 7.6.04

2012-03-14 Thread strauss

In my testing last Oct-Nov applying SP2 to an SP1 system consistently hosed the 
FTS plugin, and the only "solution" support came up with was to wait for SP3.  
I have not seen SP3 do it on three servers so far, and am scheduled to apply it 
to production this month.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Wednesday, March 14, 2012 11:49 PM
To: arslist@ARSLIST.ORG
Subject: FTS Plugin issues in 7.6.04

**
Anyone else experiencing major issues with the FTS plugin in 7.6.04?   We have 
been battling continual issues with the FTS plugin in all 3 of our environments 
since upgrading to 7.6.04. The errors are typically some derivative of "error 
in plugin: ARSYS.ARF.FTS" with different iterations of additional log 
information to accompany it.   Our FTS results sporadically either display no 
matches, or the user gets an error when searching.

ARS 7.6.04 SP2
ITSM 7.6.04 SP1

Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Web:www.mcafee.com

[cid:image001.jpg@01CD0245.D8A91110]

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_

___
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attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
<>

Re: FTS Plugin issues in 7.6.04

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