Re: Invalid Address specified to RtlFreeHeap( 00870000, 008A1E90 ) on using FreeInternalIdList
Sure, post the whole function or send it to me privately if you like. I'll take a look. What compiler are you using (VS 6, .NET 2003, etc.), which C Run-time are you linking with (e.g. static vs dll, release vs debug), and which version of the Remedy API are you linking with? It's probably best to link to the release mode multi-threaded DLL and use Visual Studio 6 if possible, as that's probably what the AR API libraries were built with. (I've also used Visual Studio .NET 2003, and while it has a different run-time, it seems to be okay using the release mode multi-threaded DLL option). Dan From: Action Request System discussion list(ARSList) on behalf of Angus Comber Sent: Mon 7/17/2006 4:24 PM To: arslist@ARSLIST.ORG Subject: Re: Invalid Address specified to RtlFreeHeap( 0087, 008A1E90 ) on using FreeInternalIdList I agree with your points below. But this is just test code - agree not much error checking going on. It is just used against a new form I created. I am only checking against the Submitter field (ID 2) and the Assigned To field (ID 4). ARGetEntry returns zero - ie ok. Length of field values is 4 - ie 2 and 4! Made a string buffer of size 100 to copy the field values. But same error. Compiled and testing on Windows platform. (Windows XP). Would it be helpful to show the whole function - it is fairly small. Angus - Original Message - From: Dan Hardy [EMAIL PROTECTED] Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Monday, July 17, 2006 11:46 PM Subject: Re: Invalid Address specified to RtlFreeHeap( 0087, 008A1E90 ) on using FreeInternalIdList Which platform are you on? It could be caused by: 1) Different structure byte-alignment options at compile time (I've found the default setting works on Windows, on Linux you need a special -malign switch with gcc at least). I can look it up if you need it. 2) It doesn't look you are checking the return code from the API call, checking whether the returned value list has at least 2 items, that either of the values is of type AR_DATA_TYPE_CHAR, or that the pointer is not NULL. You also are copying the data using strcpy, without checking the length, rather than using strncpy or allocating a buffer of large enough size. This could cause corruption (buffer overflow) and easily explain the error, particularly if szField1 and szField2 are stack variables. 3) Different run-time library version between your code and the AR System library (you're calling malloc, it's calling free - could be mismatched) If you are on Windows, I put my money on #2 - sounds like stack corruption. I would point out that if you used the rtl library much of this would be done for you, and you wouldn't have to worry about allocating or freeing any memory, testing for null pointers, checking return codes for error conditions, etc. ;) Dan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Angus Comber Sent: Monday, July 17, 2006 3:11 PM To: arslist@ARSLIST.ORG Subject: Invalid Address specified to RtlFreeHeap( 0087, 008A1E90 ) on using FreeInternalIdList Hello I am doing this with ARGetEntry: ARInternalIdList idlist; idlist.numItems = 2; // need two fields idlist.internalIdList = (ARInternalId *) malloc(sizeof(ARInternalId) * idlist.numItems); idlist.internalIdList[0] = fieldID1; // eg 2 - Submitter idlist.internalIdList[1] = fieldID2; // eg 4 - Assigned To ret=ARGetEntry(m_ARctrlstruct, szFormName, entry.entryList[i].entryId, idlist, fldval, m_StatusList); strcpy(szField1, fldval.fieldValueList[0].value.u.charVal); // copy field data strcpy(szField2, fldval.fieldValueList[1].value.u.charVal); Then I get Invalid address specified to RtlFreeHeap when I call: FreeARInternalIdList(idlist, FALSE); What am I doing wrong? Angus ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org http://www.wwrug.org/ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org http://www.wwrug.org/ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org http://www.wwrug.org/ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Maximum Filters for an Operation
** Hi Stephen,In the Server Information Window in Admin tool, Advanced tab, you'll find this setting.Regards, Kalyan. "Heider, Stephen" [EMAIL PROTECTED] wrote: Does anyone know of a way to track the maximum filters for an operation?I want to be able to see how the total number of filters increase anddecrease as workflow executes. There could be operations that peak nearthe 'Maximum Filters for an Operation' setting yet I would not know it.The only time I receive any indication is seeing the Too Many Filterserror in the error log.Is this possible with ARS or a third-party product?StephenARS 6.3___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org Find out what India is talking about on Yahoo! Answers India. So, whats NEW about the NEW Yahoo! Messenger? Find out. __20060125___This posting was submitted with HTML in it___
Re: Notify Filters and 'From' address
Thanks Ron, for some daft reason I hadn't thought to do that DOH! Will give it whirl, odd that such behaviour should change though...??? On 18/07/06, Ron Gehring [EMAIL PROTECTED] wrote: Stephen, Try something like the following and see if it makes a difference: $Group$ + + $Group$ + [EMAIL PROTECTED] Perhaps the text just needs to be quoted. Ron -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Earl Sent: Monday, July 17, 2006 3:10 PM To: arslist@ARSLIST.ORG Subject: Notify Filters and 'From' address All, I have some notify filters that appear to have 'changed' how they work since we patched upto patch 017 on ARS 6.3 On my form I have a field called 'Group' and in my filter notify action I have set the from address to be: $Group$ [EMAIL PROTECTED] Normally this should result in the 'from' address looking like: sa [EMAIL PROTECTED] which is a valid 'from' setting, however for some settings of 'Group' (namely: sa, ci or ei) instead of setting the 'From' field to: group [EMAIL PROTECTED] it just sets it to: sa Thus missing the actual email address. There are no error messages as such apart from when the email engine actually tries to send the message, then of course it errors as the 'from' is illegal. Now this doesn't happen for all groups only a few and I can't see what would cause it to be different... this worked fine upto patch 011, and now is broken :( also seems broken in ARS 7.0 patch 001 too :( Anyone got any ideas? Stephen AR Platform: ARS 6.3 patch 017 OS Platform: Solaris 9 DB Platform: Oracle 9i on Solaris ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Notify Filters and 'From' address
and the answer to this is 'nope' it appears in the Notify action that the field is treated as a lieteral string other than for field substitution, so this doesn't work :( On 18/07/06, Ron Gehring [EMAIL PROTECTED] wrote: Stephen, Try something like the following and see if it makes a difference: $Group$ + + $Group$ + [EMAIL PROTECTED] Perhaps the text just needs to be quoted. Ron -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Earl Sent: Monday, July 17, 2006 3:10 PM To: arslist@ARSLIST.ORG Subject: Notify Filters and 'From' address All, I have some notify filters that appear to have 'changed' how they work since we patched upto patch 017 on ARS 6.3 On my form I have a field called 'Group' and in my filter notify action I have set the from address to be: $Group$ [EMAIL PROTECTED] Normally this should result in the 'from' address looking like: sa [EMAIL PROTECTED] which is a valid 'from' setting, however for some settings of 'Group' (namely: sa, ci or ei) instead of setting the 'From' field to: group [EMAIL PROTECTED] it just sets it to: sa Thus missing the actual email address. There are no error messages as such apart from when the email engine actually tries to send the message, then of course it errors as the 'from' is illegal. Now this doesn't happen for all groups only a few and I can't see what would cause it to be different... this worked fine upto patch 011, and now is broken :( also seems broken in ARS 7.0 patch 001 too :( Anyone got any ideas? Stephen AR Platform: ARS 6.3 patch 017 OS Platform: Solaris 9 DB Platform: Oracle 9i on Solaris ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
ARS V 7.0 Required Fields Enhancement
Greetings All, For anybody currently running with ARS 7.0, or about to upgrade to ARS 7.0, here's a brief heads up regarding a change to the behaviour of the AR Server when validating Required Fields for a form. In Older versions of ARS, a Filter could legally set a required Field to NULL as a result of a Set Fields action reading from another form, defined to Set fields to NULL if there are no matching requests. A Filter with a higher execution order could then set the Required Field to a specific value if desired...it was up to the developer to control this. In Version 7.0 ARS, this has changed, though I don't think its been documented in the Release Notes: You will now receive an immediate error the instant a Required Field is reset to NULL by any means. This means that if you have code as in the example above, your second Filter doesn't get to fire to set the value to whatever you want it to be if the first filter didn't find a match, as the server has already thrown an error and stopped workflow processing. This has been a gotcha for us whilst upgrading a legacy 5.1.2 system to 7.0 Just thought I would share this with the community as I've had lots of fun with this today. Cheers Chris. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Invalid Address specified to RtlFreeHeap( 00870000, 008A1E90 ) on using FreeInternalIdList
Thanks for your help.
I am using Visual C++ version 6. Not interested in getting into the MS .NET
nonsense.
Ah just changed to link to the release mode multi-threaded DLL - and now
don't get problem. What is going on here to cause the crash?
Anyway, for what it's worth here is the function below
function here:
// Eg szFormName = [in] MyNewForm
// Eg szSearchQual = [in] 'MyNewField' = 07768385144 OR 'Field2' =
07768385144 OR 'Field3' = 07768385144
// Eg szFieldID1 - [out] string from field1
// Eg szFieldID2 - [out] string from field2
// Eg fieldID1 - [in] fieldid to get data
// Eg fieldID2 - [in] fieldid to get data
long CRemedy::Find2Fields(char* szFormName, char* szSearchQual, char*
szFieldID1, char* szFieldID2,
long fieldID1, long fieldID2)
{
ARQualifierStruct qualstruct;
AREntryListList entry;
unsigned int matches = 0;
ARInternalIdList idlist;
ARFieldValueList fldval;
// Loads specified qualification string
int ret = ARLoadARQualifierStruct(m_ARctrlstruct, szFormName, NULL,
szSearchQual,
qualstruct, m_StatusList);
if(ret == 0)
{
// retrieves list of forms on server - we specify form we are interested in
here
ret = ARGetListEntry(m_ARctrlstruct, szFormName, qualstruct, NULL, NULL,
NULL,
AR_NO_MAX_LIST_RETRIEVE, entry, matches, m_StatusList);
if(ret == 0)
{
// printf(matches: %d\n, matches);
if(matches 0)
{
for(int i=0; i (int)matches; i++)
{
// printf(Entry: %s\n, entry.entryList[i].entryId.entryIdList[0]);
idlist.numItems = 2; // need two fields
idlist.internalIdList =
(ARInternalId*)malloc(sizeof(ARInternalId) * idlist.numItems);
idlist.internalIdList[0] = fieldID1;
idlist.internalIdList[1] = fieldID2;
ret=ARGetEntry(m_ARctrlstruct, szFormName, entry.entryList[i].entryId,
idlist, fldval, m_StatusList);
// can specify NULL for idlist to retrieve ALL fields
if (ret == 0)
{
// fldval.fieldValueList-value.u.charVal is field1 data
// fldval.fieldValueList[1].fieldId is fieldid of that field
strncpy(szFieldID1, fldval.fieldValueList[0].value.u.charVal, 100);
strncpy(szFieldID2, fldval.fieldValueList[1].value.u.charVal, 100);
}
else
{
if (m_StatusList.numItems 0)
strcpy(m_strLastErrorMsg, m_StatusList.statusList-messageText);
}
}
}
// else
// {
// printf(no matches\n);
// }
}
// else
// {
// printf(getlistentry failed\n);
// }
}
// else
// {
// printf(load qual failed\n);
// }
// FALSE if declared as stack level variable, TRUE for alloc'd mem for
struct
FreeARQualifierStruct(qualstruct, FALSE);
FreeAREntryListList(entry, FALSE);
FreeARInternalIdList(idlist, FALSE);
FreeARFieldValueList(fldval, FALSE);
FreeARStatusList(m_StatusList, FALSE);
// freeStruct - A flag indicating whether you need to free the top-level
structure. If you
// allocated memory for the top-level structure, specify 1 (TRUE) to free
both
// the structure and its contents. If you used a stack variable for the
top-level
// structure, specify 0 (FALSE) to free only the contents of the structure.
if (matches 1)
return -1;
return 0;
}
- Original Message -
From: Dan Hardy [EMAIL PROTECTED]
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Tuesday, July 18, 2006 6:59 AM
Subject: Re: Invalid Address specified to RtlFreeHeap( 0087, 008A1E90 )
on using FreeInternalIdList
Sure, post the whole function or send it to me privately if you like. I'll
take a look.
What compiler are you using (VS 6, .NET 2003, etc.), which C Run-time are
you linking with (e.g. static vs dll, release vs debug), and which version
of the Remedy API are you linking with?
It's probably best to link to the release mode multi-threaded DLL and use
Visual Studio 6 if possible, as that's probably what the AR API libraries
were built with. (I've also used Visual Studio .NET 2003, and while it has
a different run-time, it seems to be okay using the release mode
multi-threaded DLL option).
Dan
___
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ARS API - Java: Proxy.ARDeleteMenu(ARServerUser context, NameID mnu) function
Hello list, I lost a few hours troubleshooting a problem caused by the method ARDeleteMenu which doesn't seem to work. Although the context is correctly initialized and works fine for the Util.ARExport run which is the first step, the ARDeleteMenu (step 2 in the programm) always fails with the following error (independently if the menu exists or not): MessageType: 2 MessageNum: 90 MessageText: Cannot open catalog; Message number = 90 AppendedText: arsserver (0) : RPC: Program not registered at com.remedy.arsys.api.Proxy.ARDeleteMenu(Native Method) at com.upc.xmlgateway.ArsConnector.deleteMenus(ArsConnector.java:512) at com.upc.ar.Worker.handleMenue(Worker.java:70) at com.upc.ar.Worker.process(Worker.java:48) at com.upc.ar.ArHelper.process(ArHelper.java:37) at com.upc.ar.ArHelper.main(ArHelper.java:32) Has anyone else experienced the same problem? I tested it with the 5.1.2 and 7.0 API same versions of servers in all possible combinations (running the Java programm on Windows and the servers on Solaris). Many thanks, George ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Notify Filters and 'From' address
About the only other suggestion I have would be to set the entire string up in a temp field and pass the temp field value to the notify action of the filter. That way you're only passing a field value (like $Temp Notify Address$) instead of expecting the notify filter to do the work for you. Ron -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Earl Sent: Tuesday, July 18, 2006 3:36 AM To: arslist@ARSLIST.ORG Subject: Re: Notify Filters and 'From' address As replied to Ron, it appears not if I use this string I get: sa + + sa + [EMAIL PROTECTED] as the 'from' address in the AR System Email Messages form, it's as if it's treated as a litteral string allowing for variable substiution... Stephen On 18/07/06, craig price [EMAIL PROTECTED] wrote: Stephen, I think the following should work $Group$ + + $Group$ + [EMAIL PROTECTED] Craig -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Stephen Earl Sent: 17 July 2006 20:10 To: arslist@ARSLIST.ORG Subject: Notify Filters and 'From' address All, I have some notify filters that appear to have 'changed' how they work since we patched upto patch 017 on ARS 6.3 On my form I have a field called 'Group' and in my filter notify action I have set the from address to be: $Group$ [EMAIL PROTECTED] Normally this should result in the 'from' address looking like: sa [EMAIL PROTECTED] which is a valid 'from' setting, however for some settings of 'Group' (namely: sa, ci or ei) instead of setting the 'From' field to: group [EMAIL PROTECTED] it just sets it to: sa Thus missing the actual email address. There are no error messages as such apart from when the email engine actually tries to send the message, then of course it errors as the 'from' is illegal. Now this doesn't happen for all groups only a few and I can't see what would cause it to be different... this worked fine upto patch 011, and now is broken :( also seems broken in ARS 7.0 patch 001 too :( Anyone got any ideas? Stephen AR Platform: ARS 6.3 patch 017 OS Platform: Solaris 9 DB Platform: Oracle 9i on Solaris ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Stop closing of windows user tool SOLVED
I tried using two active links, one to check on the existance of a pending Hours Worked record, and another to open the record. But the first one ran and the second didn't. I ended up setting a flag to note the existance of the pending Hours Worked record. Then on Window Close, if the flag is set I opened Hours Worked as a dialog. That stopped Remedy or the control panel from closing down. Then I had the Hours Worked dialog window gather the info from the pending record and do a Push Fields to update it. Sort of round-about but it seems to work. Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ---BeginMessage--- Greetings everyone, Is there a way to have workflow halt the closing of the windows tool? When our workers start in the morning they open a display-only control panel. This opens an “Hours Worked” form, into which they record their begin time. When they leave in the evening they close the control panel. This re-opens the same “Hours Worked” entry so they can enter their quitting time. BUT if instead of closing the control panel, they just close the user tool, the Hours Worked entry never gets filled out and we don’t know when they quit. The workflow log shows the Hours Worked entry opening, but it doesn’t stay open long enough to even be seen. I tried having the Hours Worked form run a “SET-CHANGE-FLAG 1” process, hoping that I would get a message saying “Your changes have not been saved. . . “ but I didn’t. That is an ugly solution anyway. What I would like is a process that stops the wut from closing, and allows the Hours Worked entry to display. Is this possible? ARS 6.3, HPUX-11 server Dwayne Martin Computing Support James Madison University ---End Message---
Re: ARS V 7.0 Required Fields Enhancement
Hi Carey, I was talking about Patch 001 of ARS 7.0.00...sorry, should have stated that more clearly. I haven't had the chance to test this on an un-patched version of 7.0.00 I agree...this will be a problem, especially for customers with home grown apps. My use of the word enhancement was taken from the reply I received from Remedy Support after raising this as what I perceive to be an issue. The real problem here is not so much that the underlying behaviour of AR Server has changed. The issue is more that this hasn't been documented anywhere as far as I can see... we stumbled across this one by accident as this change has broken code in one of our legacy apps. If we had known this was coming, then we could budget for more time to make sure we re-code where necessary. I'm now very concerned about how many more undocumented enhancements BMC have included in this release that I might not find until Test Day... One more gotcha that we've found earlier today is to do with Diary fields. In ARS 7.0.00 Patch 001, you will receive an error if a Diary Field is set to NULL by a Filter. In my ARS 6.3 Patch 013 environment, this is allowed and nothing is appended to the Diary Field. There has been no enhancement to the options for qualification matching in Set Fields in ARS 7.0.00 that I have noticed. Chris. Chris, Are you talking about v7.0.0 or v7.0.0 patch1 ? This kind of a problem, I would think, would be a major issue for customers. (The Set field action does not have a do nothing option the last time I looked at it. Has that also been enhanced in v7?) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Chris Williams [EMAIL PROTECTED] wrote: Greetings All, For anybody currently running with ARS 7.0, or about to upgrade to ARS 7.0, here's a brief heads up regarding a change to the behaviour of the AR Server when validating Required Fields for a form. In Older versions of ARS, a Filter could legally set a required Field to NULL as a result of a Set Fields action reading from another form, defined to Set fields to NULL if there are no matching requests. A Filter with a higher execution order could then set the Required Field to a specific value if desired...it was up to the developer to control this. In Version 7.0 ARS, this has changed, though I don't think its been documented in the Release Notes: You will now receive an immediate error the instant a Required Field is reset to NULL by any means. This means that if you have code as in the example above, your second Filter doesn't get to fire to set the value to whatever you want it to be if the first filter didn't find a match, as the server has already thrown an error and stopped workflow processing. This has been a gotcha for us whilst upgrading a legacy 5.1.2 system to 7.0 Just thought I would share this with the community as I've had lots of fun with this today. Cheers Chris. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: [AKO Content Warning - Attachments] Re: Stop closing of windo ws user tool SOLVED
Title: RE: [AKO Content Warning - Attachments] Re: Stop closing of windows user tool SOLVED ** Dwayne: It is poor netequette to send attachments to a mailing list. This may cause problems for the receipiants of your message. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Dwayne Martin Sent: Tuesday, July 18, 2006 4:50 AM To: arslist@ARSLIST.ORG Subject: [AKO Content Warning - Attachments] Re: Stop closing of windows user tool SOLVED I tried using two active links, one to check on the existance of a pending Hours Worked record, and another to open the record. But the first one ran and the second didn't. I ended up setting a flag to note the existance of the pending Hours Worked record. Then on Window Close, if the flag is set I opened Hours Worked as a dialog. That stopped Remedy or the control panel from closing down. Then I had the Hours Worked dialog window gather the info from the pending record and do a Push Fields to update it. Sort of round-about but it seems to work. Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org The sender of the message sent the following files that are not allowed by NETCOM guidance 2004-11A: Message 73.eml In accordance with NETCOM guidance 2004-11A, AKO has begun stripping files with the following extensions: .ace, .ad, .ade, .adp, .asp, .b64, .bas, .bat, .bhx, .ceo, .ce0, .chm, .cpl, .crt, .dbx, .dll, .dot, .eml, .exe, .hlp, .hqx, .hta, .inf, .ins, .js, .jse, .lnk, .mdb, .mde, .mim, .msi, .msp, .nch, .ocx, .pi, .pif, .rar, .scr, .sct, .shb, .shs, .upx, .uue, .uu, .vbe, .vbs, .vss, .vst, .vsw, .wmi, .ws, .wsc, .wsf, .wsh, .xxe, and .zip. Since this is an Army policy, AKO will not be able to grant exceptions. You may view the NETCOM guidance at https://www.us.army.mil/suite/doc/5544207 The guidance includes instructions on how the sender should send the files that are restricted. __20060125___This posting was submitted with HTML in it___
Re: BFS Strong Password 2.5.1 - Errors when setting up software
I excluded part of the question, when I install MD5.exe on the server or can do it on my local workstationl. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Davis, David CTR NAVSURFWARCENDIV Crane, Code 0552 Sent: Monday, July 17, 2006 6:08 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software BFS Strong Password installs on the server as AR System forms. From: James Collins [mailto:[EMAIL PROTECTED] Sent: Monday, July 17, 2006 5:20 PM To: 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software A lot of folks have helped me with getting this BFS software running on the development box. I have one simple question for those who have run this, do you install it on the server? or can you install it on your own workstation and point the AL to it which will pull it in? sorry for the Remedy 101 question, but I do not have the answer! Jim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Friday, July 07, 2006 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software James: I'm wondering why the MD5 program is being run. This creates a 'signature' for a file. Thus if the file is tampered with, you will be able to tell and in some cases if the program is used 'creatively', can prevent running a corrupted or virus-infoected program. James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: Friday, July 07, 2006 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Importance: High ** Anyone else have similar hurdles with Strong Password any suggestions? From: James Collins [mailto:[EMAIL PROTECTED] Sent: Friday, July 07, 2006 12:32 PM To: 'arslist@ARSLIST.ORG' Subject: FW: BFS Strong Password 2.5.1 - Errors when setting up software I put it on my local workstation and not on the server as that is what the bfs instructions suggested but perhaps it might be a better idea on the server? Jim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, July 06, 2006 5:41 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Where is the md5 executable that it is trying to run located? If it is on the server (in C:\Program Files\AR System) then the set field probably should read: $PROCESS$ @@:C:\Program Files\AR System\md5.exe -d$Clear Password$ Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: Thursday, July 06, 2006 4:29 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software ** Okay, I have not received many responses but I have narrowed down the $Process$ that might be giving me the error ARERR [341] Cannot run the requested process This says: Run Process on My local work station, -d provides the location indication and $Clear Password$ is the path. I am supposed to running an md5.exe. Should the exe be on the server instead? This is how the set field is set up in the active link.: $PROCESS$ C:\Program Files\AR System\md5.exe -d$Clear Password$ From: James Collins [mailto:[EMAIL PROTECTED] Sent: Thursday, July 06, 2006 12:22 PM To: '[EMAIL PROTECTED]'; 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software From: James Collins [mailto:[EMAIL PROTECTED] Sent: Friday, June 30, 2006 10:49 PM To: 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software To all, I love the strong password workflow, real good stuff, I am having the same problem as peter back in Oct 2005 and was wondering if any one had a solution. Specifically, I am getting the following error message when trying to change a password: ARERR [341] Cannot run the requested process The preceding message occurred during the execution of active link BFS:USRPWD_ValidatePW14 -- action 1. (ARNOTE 1101) I checked permissions all look good, nothing seems apparent. I am running 6.3 without any patches installed. Any guidance will be appreciated. Happy fourth. James Collins __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Many ARDBC connections
From what I have heard, the answer is that it does. Read the docs for more info. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bezhenar, Dmitry Sent: Monday, July 17, 2006 11:56 PM To: arslist@ARSLIST.ORG Subject: Many ARDBC connections Hello List, Does ARS 7 support more than 1 concurrent ARDBC connections to different LDAP servers? Thank you. Kind Regards / C ? Dmitry Bezhenar ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Invalid Address specified to RtlFreeHeap( 00870000, 008A1E90 ) on using FreeInternalIdList
Title: Re: Invalid Address specified to RtlFreeHeap( 0087, 008A1E90 ) on using FreeInternalIdList
**
I've seen problems in the past like this if you are malloc'ing memory with the debug version of the function, and freeing it with the release mode version. This is what is happening if you are using the debug multi-threaded DLL in your compiler options for your own code. The Remedy API was compiled using the release-mode multi-threaded DLL (msvcrt.dll vs msvcrtd.dll with VS 6.0), and the FreeARxxx functions are calling their code; therefore you have a debug malloc and a release free. That's very likely your cause. You can still compile your project in debug mode to debug, but switch the release mode C runtime (which you don't need to debug anyway).
Besides that issues, I see two immediate issues in the below code:
1. The memory leak in the for loop. You need to free the ARInternalIdList each time - it's leaking it for every entry that matches except the last one.
2. This code will crash if there are no matching entries. In that case, it will call FreeARInternalIdList on an uninitialized structure, which will cause a memory exception (a free of a bogus address). You should almost always initialize your structures, e.g. ARInternalIdList idList = {0, NULL}.
All three of these are several of the many reasons to move to a later technology, whether it's C++, COM, Java, or .NET.
I know you're not interested in getting into VS .NET. Even with VS 6.0, you could use the RTL package to simplify the use of the library with proper objects. IMHO, "C" code like that below is too verbose, error prone, and difficult to maintainto be a productive development environment. (But really, I don't mean to start a religious discussion...my "proof" of this is the code comparison at http://rtl.sourceforge.net/doc). If I get the time, I'll "translate" the below code for you to show that it is probably 80% smaller and simpler.
Dan
From: Angus Comber [mailto:[EMAIL PROTECTED]Sent: Tue 7/18/2006 1:45 AMTo: arslist@ARSLIST.ORGCc: Dan HardySubject: Re: Invalid Address specified to RtlFreeHeap( 0087, 008A1E90 ) on using FreeInternalIdList
Thanks for your help.I am using Visual C++ version 6. Not interested in getting into the MS .NETnonsense.Ah just changed to link to the release mode multi-threaded DLL - and nowdon't get problem. What is going on here to cause the crash?Anyway, for what it's worth here is the function belowfunction here:// Eg szFormName = [in] MyNewForm// Eg szSearchQual = [in] 'MyNewField' = "07768385144" OR 'Field2' ="07768385144" OR 'Field3' = "07768385144"// Eg szFieldID1 - [out] string from field1// Eg szFieldID2 - [out] string from field2// Eg fieldID1 - [in] fieldid to get data// Eg fieldID2 - [in] fieldid to get datalong CRemedy::Find2Fields(char* szFormName, char* szSearchQual, char*szFieldID1, char* szFieldID2,long fieldID1, long fieldID2){ARQualifierStruct qualstruct;AREntryListList entry;unsigned int matches = 0;ARInternalIdList idlist;ARFieldValueList fldval;// Loads specified qualification stringint ret = ARLoadARQualifierStruct(m_ARctrlstruct, szFormName, NULL,szSearchQual,qualstruct, m_StatusList);if(ret == 0){// retrieves list of forms on server - we specify form we are interested inhereret = ARGetListEntry(m_ARctrlstruct, szFormName, qualstruct, NULL, NULL,NULL,AR_NO_MAX_LIST_RETRIEVE, entry, matches, m_StatusList);if(ret == 0){// printf("matches: %d\n", matches);if(matches 0){for(int i=0; i (int)matches; i++){// printf("Entry: %s\n", entry.entryList[i].entryId.entryIdList[0]);idlist.numItems = 2; // need two fieldsidlist.internalIdList =(ARInternalId*)malloc(sizeof(ARInternalId) * idlist.numItems);idlist.internalIdList[0] = fieldID1;idlist.internalIdList[1] = fieldID2;ret=ARGetEntry(m_ARctrlstruct, szFormName, entry.entryList[i].entryId,idlist, fldval, m_StatusList);// can specify NULL for idlist to retrieve ALL fieldsif (ret == 0){// fldval.fieldValueList-value.u.charVal is field1 data// fldval.fieldValueList[1].fieldId is fieldid of that fieldstrncpy(szFieldID1, fldval.fieldValueList[0].value.u.charVal, 100);strncpy(szFieldID2, fldval.fieldValueList[1].value.u.charVal, 100);}else{if (m_StatusList.numItems 0)strcpy(m_strLastErrorMsg, m_StatusList.statusList-messageText);}}}// else// {// printf("no matches\n");// }}// else// {// printf("getlistentry failed\n");// }}// else// {// printf("load qual failed\n");// }// FALSE if declared as stack level variable, TRUE for alloc'd mem forstructFreeARQualifierStruct(qualstruct, FALSE);FreeAREntryListList(entry, FALSE);FreeARInternalIdList(idlist, FALSE);FreeARFieldValueList(fldval, FALSE);FreeARStatusList(m_StatusList, FALSE);// freeStruct - A flag indicating whether you need to free the top-levelstructure. If you// allocated memory for the top-level structure, specify 1 (TRUE) to freeboth// the structure and its contents. If you used a stack variable for thetop-level// structure, specify 0 (FALSE) to free only the contents of the
Suggestions - DOB
How are other's handling dates needed in ARS prior to 1/1/70? (such as Date of Birth) I've dug around the archives and KBs, but haven't found anything. We have several instances where dates prior to 1/1/70 are needed in addition to DOB. So, it would be nice to know how others have tackled this. Thanks! Jamie Blodgett Rinker Materials Corp. Remedy Application Support CONFIDENTIALITY: The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Many ARDBC connections
Rick, v5 could do that. You just had to write the second, third,... n th, ARDBC yourself. Or, if we are talking about AREA LDAP connections, then you had to write your own AREA plugin. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Rick Cook [EMAIL PROTECTED] wrote: From what I have heard, the answer is that it does. Read the docs for more info. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bezhenar, Dmitry Sent: Monday, July 17, 2006 11:56 PM To: arslist@ARSLIST.ORG Subject: Many ARDBC connections Hello List, Does ARS 7 support more than 1 concurrent ARDBC connections to different LDAP servers? Thank you. Kind Regards / C ? Dmitry Bezhenar ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Invalid Address specified to RtlFreeHeap( 00870000, 008A1E90 ) on using FreeInternalIdList
Title: Re: Invalid Address specified to RtlFreeHeap( 0087, 008A1E90 ) on using FreeInternalIdList
**
Angus,
I simplified it for you using rtl...this does all the memory management and error handling for you, and is almost exactly the equivalent code.
One other note: Your program would be faster if you are able to use GetListEntryWithField and ask for the two field values right there, instead of one API call per entry. This will work unless you need to access long character or diary fields.
The updated code:
#include "server.h"
#include iostream
long find2Fields(const std::string formName, const std::string szSearchQual, std::string szField1, std::string szField2,long fieldID1, long fieldID2){try {rtl::Server server("hardy-remedy", "Demo", ""); // replace with however you set up your server connection (a global, passed in, whatever)rtl::Qualifier qualifier;rtl::EntryListFieldValueList entries;rtl::IdList idList;rtl::FieldValueMap fieldValues;server.parseQualification(qualifier, szSearchQual, formName, "");unsigned int matches = 0;server.getListEntryWithFields(entries, formName, qualifier, idList, rtl::SortList(), 0, 0, matches);if (matches 0 entries.size() 0){rtl::EntryListFieldValueList::iterator iter = entries.begin();rtl::IdList fieldIdList;fieldIdList.push_back(fieldID1);fieldIdList.push_back(fieldID2);for (; iter != entries.end(); iter++) {rtl::EntryListFieldValue entry = *iter;// get the entry with the two fieldsserver.getEntry(fieldValues, formName, entry.getEntryIdList(), fieldIdList);szField1 = fieldValues.get(fieldID1).toString();szField2 = fieldValues.get(fieldID2).toString();}}else{cout "no matches\n";}return (matches = 1) ? 0 : -1;} catch (rtl::Exception err) {std::cerr err.toString().c_str();return -1;}}
Dan
From: Angus Comber [mailto:[EMAIL PROTECTED]Sent: Tue 7/18/2006 1:45 AMTo: arslist@ARSLIST.ORGCc: Dan HardySubject: Re: Invalid Address specified to RtlFreeHeap( 0087, 008A1E90 ) on using FreeInternalIdList
Thanks for your help.I am using Visual C++ version 6. Not interested in getting into the MS .NETnonsense.Ah just changed to link to the release mode multi-threaded DLL - and nowdon't get problem. What is going on here to cause the crash?Anyway, for what it's worth here is the function belowfunction here:// Eg szFormName = [in] MyNewForm// Eg szSearchQual = [in] 'MyNewField' = "07768385144" OR 'Field2' ="07768385144" OR 'Field3' = "07768385144"// Eg szFieldID1 - [out] string from field1// Eg szFieldID2 - [out] string from field2// Eg fieldID1 - [in] fieldid to get data// Eg fieldID2 - [in] fieldid to get datalong CRemedy::Find2Fields(char* szFormName, char* szSearchQual, char*szFieldID1, char* szFieldID2,long fieldID1, long fieldID2){ARQualifierStruct qualstruct;AREntryListList entry;unsigned int matches = 0;ARInternalIdList idlist;ARFieldValueList fldval;// Loads specified qualification stringint ret = ARLoadARQualifierStruct(m_ARctrlstruct, szFormName, NULL,szSearchQual,qualstruct, m_StatusList);if(ret == 0){// retrieves list of forms on server - we specify form we are interested inhereret = ARGetListEntry(m_ARctrlstruct, szFormName, qualstruct, NULL, NULL,NULL,AR_NO_MAX_LIST_RETRIEVE, entry, matches, m_StatusList);if(ret == 0){// printf("matches: %d\n", matches);if(matches 0){for(int i=0; i (int)matches; i++){// printf("Entry: %s\n", entry.entryList[i].entryId.entryIdList[0]);idlist.numItems = 2; // need two fieldsidlist.internalIdList =(ARInternalId*)malloc(sizeof(ARInternalId) * idlist.numItems);idlist.internalIdList[0] = fieldID1;idlist.internalIdList[1] = fieldID2;ret=ARGetEntry(m_ARctrlstruct, szFormName, entry.entryList[i].entryId,idlist, fldval, m_StatusList);// can specify NULL for idlist to retrieve ALL fieldsif (ret == 0){// fldval.fieldValueList-value.u.charVal is field1 data// fldval.fieldValueList[1].fieldId is fieldid of that fieldstrncpy(szFieldID1, fldval.fieldValueList[0].value.u.charVal, 100);strncpy(szFieldID2, fldval.fieldValueList[1].value.u.charVal, 100);}else{if (m_StatusList.numItems 0)strcpy(m_strLastErrorMsg, m_StatusList.statusList-messageText);}}}// else// {// printf("no matches\n");// }}// else// {// printf("getlistentry failed\n");// }}// else// {// printf("load qual failed\n");// }// FALSE if declared as stack level variable, TRUE for alloc'd mem forstructFreeARQualifierStruct(qualstruct, FALSE);FreeAREntryListList(entry, FALSE);FreeARInternalIdList(idlist, FALSE);FreeARFieldValueList(fldval, FALSE);FreeARStatusList(m_StatusList, FALSE);// freeStruct - A flag indicating whether you need to free the top-levelstructure. If you// allocated memory for the top-level structure, specify 1 (TRUE) to freeboth// the structure and its contents. If you used a stack variable for thetop-level// structure, specify 0 (FALSE) to free only the contents of the structure.if (matches 1)return -1;return 0;}- Original Message -From: "Dan Hardy" [EMAIL PROTECTED]Newsgroups: public.remedy.arsystem.generalTo: arslist@ARSLIST.ORGSent: Tuesday,
Re: Cannot translate group name (ARERR 1592)
About the only suggestion I can give is to not create groups with spaces in their names. I have had problems with remedy's interpretation of those before -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Chris Akens Sent: Tuesday, July 11, 2006 8:14 AM To: arslist@ARSLIST.ORG Subject: Cannot translate group name (ARERR 1592) List, I have created custom workflow to populate the 112 field with a regular group based upon certain criteria. When Submitting a new ticket, there are no issues and the 112 field populates exactly as it should and people with the correct permissions are able to access the ticket. However, when modifying the ticket, I receive the error of 'You cannot translate the group name in the Group List or Assignee Group field. : - Test: Assignee Groups (ARERR 1592)' and I am unable to save/update the ticket. The odd thing is that the - Test is only part of the group that is in the 112. The full group is Test - Test. The database is storing the group as ;10012;, but seems to be reading the 112 incorrectly. I have looked through the error logs unsuccessfully, any help would be greatly appreciated. Regards, Chris ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Suggestions - DOB
Title: RE: Suggestions - DOB ** Jamie Use a Date field. You can go back to 4173 BC! James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Blodgett, Jamie Sent: Tuesday, July 18, 2006 7:51 AM To: arslist@ARSLIST.ORG Subject: Suggestions - DOB How are other's handling dates needed in ARS prior to 1/1/70? (such as Date of Birth) I've dug around the archives and KBs, but haven't found anything. We have several instances where dates prior to 1/1/70 are needed in addition to DOB. So, it would be nice to know how others have tackled this. Thanks! Jamie Blodgett Rinker Materials Corp. Remedy Application Support CONFIDENTIALITY: The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: OT: Visio / ARS
** Is this possible in Visio 2002? Dont seem to have the same options for linking to database. Susan Bentley Service Management Analyst ICT Services Corporate Resources Directorate West G East Sussex County Council P.O. Box 3 County Hall St. Anne's Crescent Lewes BN7 1SF Tel: (01273) 481610 Fax: (01273) 481978 Email: [EMAIL PROTECTED] Come and visit us at the ICT Services Roadshow, coming to an office near you, throughout July/August 2006! Find out more on the ICT Services Intranet pages or contact the Corporate Servicedesk. We are committed to providing a professional and quality service. We welcome feedback so please let us know when we have done well and when and how we could improve our service. Thank you. Please do not print this email unless necessary. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: 17 July 2006 18:42 To: arslist@ARSLIST.ORG Subject: Re: OT: Visio / ARS ** Found it under Tools / Add-Ons / Link to Database and a wizard appears. You log in via the odbc connection and select a table. I haven't gotten any output so apparently I'm not doing something right from that point but will keep working at it. Susan On 7/17/06, Susan Palmer [EMAIL PROTECTED] wrote: Hi Roger, I'm looking for that template. I have Visio 2003 and even went to the website but do not find anything referring to Database Model, alot of Network Diagrams. It's not in my full install of Visio either. Any hints as to where to find it? Thanks, Susan On 7/16/06, Roger Medsker [EMAIL PROTECTED] wrote: Visio will allow you to reverse engineer a database. It seems to me you could do this with Visio 2002 but I no longer have that version so can't verify. Visio 2003 will do it. As Herb said create a new drawing using the Database Model Diagram template. That adds a Database menu. Choose Database - Reverse Engineer. This starts a wizard that will allow you to connect to any ODBC compliant database and Visio will create database entities for each table you choose. Roger Medsker Bluestem Consulting Group LLC Office: 319-354-0413Mobile: 319-400-2828 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Tyrone Dee Sent: Friday, July 14, 2006 7:38 AM To: arslist@ARSLIST.ORG Subject: Re: OT: Visio / ARS Herb - does it still do this?If so what version do I need, etc.. Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Herb Partlow Sent: July 13, 2006 7:26 PM To: arslist@ARSLIST.ORG Subject: Re: OT: Visio / ARS It can. I used it on several occasion. After creating the drawing I sent the drawing to my wife and she changed the setting of the drawing and ran it off on her plotter. I had a nice wall size drawing I used to show staff and other developers where we were at. Herb -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Tyrone Dee Sent: Thursday, July 13, 2006 4:18 PM To: arslist@ARSLIST.ORG Subject: Re: OT: Visio / ARS I was certain that Visio could document your workflow on it's own. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Herb Partlow Sent: July 13, 2006 2:38 PM To: arslist@ARSLIST.ORG Subject: Re: OT: Visio / ARS You can use Visio to document/draw relationships diagram. Open visio Choose Database Template Choose database model diagram And then experiment with what works best for you Herb -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bill Estep Sent: Thursday, July 13, 2006 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT: Visio / ARS -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Howdy, The IT Masters Suite did this, but it was absorbed by Remedy and discontinued.Some folks have said it became part of the developers suite, but that is a product I am not familiar with. I don't know of anything that will do this today. Bill Estep http://www.clubreading.com On Jul 13, 2006, at 9:24 AM, T. Dee wrote: A long time ago in a galaxy far far away ... Visio use to draw a diagram / flow chart from integrating with ARS. Does anyone remember this? Can this still be done?If so what version of Visio will this work with? THANKS! __ _ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.3 (Darwin) iD8DBQFEto9FgPRYzF5ewtERAjnCAJsFhYJ/j2KNzcZCMiKNUVOZDUJouACgrymJ vs6MURBX0zUydJ3L9383gfc= =/UNd -END PGP SIGNATURE-
Re: Maximum Filters for an Operation
** Hi Kalyan, I was actually looking for a method of tracking the total filters as they were running. HoweverI don't think this is possible for ARS with the current versions. As it is now the only way to find out if an update has a lot of filters queued in a transactionis when it reaches the 'Maximum Filters for an Operation' setting in the Admin Tool and adds an entry to the error log. What I was hoping for is to learn of queued filters (there may be a better term for this) that are *almost* at the 'Maximum Filters for an Operation' setting. This would allow me to research why a certain update is approaching the max limit. I would rather fix something before it causes problems instead of after. Right now I could have many updates that are close to the max filters setting and never know it. Stephen From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kalyan Krishna NethySent: Tuesday, July 18, 2006 2:18 AMTo: arslist@ARSLIST.ORGSubject: Re: Maximum Filters for an Operation ** Hi Stephen, In the Server Information Window in Admin tool, Advanced tab, you'll find this setting. Regards, Kalyan. "Heider, Stephen" [EMAIL PROTECTED] wrote: Does anyone know of a way to track the maximum filters for an operation?I want to be able to see how the total number of filters increase anddecrease as workflow executes. There could be operations that peak nearthe 'Maximum Filters for an Operation' setting yet I would not know it.The only time I receive any indication is seeing the Too Many Filterserror in the error log.Is this possible with ARS or a third-party product?StephenARS 6.3___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org Find out what India is talking about on Yahoo! Answers India.So, whats NEW about the NEW Yahoo! Messenger? Find out. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Suggestions - DOB
** You did not mention your ARS version but a Date field can hold a date that goes back to BC dates. A date\time field is limited to 12/31/1969On 7/18/06, Blodgett, Jamie [EMAIL PROTECTED] wrote:How are other's handling dates needed in ARS prior to 1/1/70?(such as Date of Birth) I've dug around the archives and KBs, but haven't found anything. We have several instances where dates prior to 1/1/70 are needed in addition to DOB.So, it would be nice to know how others have tackled this.Thanks!Jamie BlodgettRinker Materials Corp.Remedy Application Support CONFIDENTIALITY:The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org -- Frank CarusoSpecific Integration, Inc.Senior Remedy Engineerwww.specificintegration.com703-376-1249 __20060125___This posting was submitted with HTML in it___
Re: Suggestions - DOB
Well, for starters, you could use Date fields instead of Date/Time fields. Those go back before any of us (except for Dick Clark) were born. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Blodgett, Jamie Sent: Tuesday, July 18, 2006 7:51 AM To: arslist@ARSLIST.ORG Subject: Suggestions - DOB How are other's handling dates needed in ARS prior to 1/1/70? (such as Date of Birth) I've dug around the archives and KBs, but haven't found anything. We have several instances where dates prior to 1/1/70 are needed in addition to DOB. So, it would be nice to know how others have tackled this. Thanks! Jamie Blodgett Rinker Materials Corp. Remedy Application Support CONFIDENTIALITY: The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Many ARDBC connections
Matt, I think the question was whether more than one CONCURRENT connection was supported. V7 is the first version that does that, from what I have seen and heard. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, July 18, 2006 7:54 AM To: arslist@ARSLIST.ORG Subject: Re: Many ARDBC connections Rick, v5 could do that. You just had to write the second, third,... n th, ARDBC yourself. Or, if we are talking about AREA LDAP connections, then you had to write your own AREA plugin. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Rick Cook [EMAIL PROTECTED] wrote: From what I have heard, the answer is that it does. Read the docs for more info. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bezhenar, Dmitry Sent: Monday, July 17, 2006 11:56 PM To: arslist@ARSLIST.ORG Subject: Many ARDBC connections Hello List, Does ARS 7 support more than 1 concurrent ARDBC connections to different LDAP servers? Thank you. Kind Regards / C ? Dmitry Bezhenar ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Many ARDBC connections
Hi Carey, What do you mean by just had to write the second, third,... n th, ARDBC yourself ?? What is the difference between writing an ARDBC and writing an AREA Plugin? Thank you. Kind Regards Dmitry Bezhenar -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, July 18, 2006 6:54 PM To: arslist@ARSLIST.ORG Subject: Re: Many ARDBC connections Rick, v5 could do that. You just had to write the second, third,... n th, ARDBC yourself. Or, if we are talking about AREA LDAP connections, then you had to write your own AREA plugin. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Rick Cook [EMAIL PROTECTED] wrote: From what I have heard, the answer is that it does. Read the docs for more info. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bezhenar, Dmitry Sent: Monday, July 17, 2006 11:56 PM To: arslist@ARSLIST.ORG Subject: Many ARDBC connections Hello List, Does ARS 7 support more than 1 concurrent ARDBC connections to different LDAP servers? Thank you. Kind Regards / C ? Dmitry Bezhenar ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Many ARDBC connections
OK, Thank you, Rick. Unfortunately I do not have acces to the v7 docs currently. Kind Regards / C ? Dmitry Bezhenar -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, July 18, 2006 7:25 PM To: arslist@ARSLIST.ORG Subject: Re: Many ARDBC connections Matt, I think the question was whether more than one CONCURRENT connection was supported. V7 is the first version that does that, from what I have seen and heard. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, July 18, 2006 7:54 AM To: arslist@ARSLIST.ORG Subject: Re: Many ARDBC connections Rick, v5 could do that. You just had to write the second, third,... n th, ARDBC yourself. Or, if we are talking about AREA LDAP connections, then you had to write your own AREA plugin. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Rick Cook [EMAIL PROTECTED] wrote: From what I have heard, the answer is that it does. Read the docs for more info. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bezhenar, Dmitry Sent: Monday, July 17, 2006 11:56 PM To: arslist@ARSLIST.ORG Subject: Many ARDBC connections Hello List, Does ARS 7 support more than 1 concurrent ARDBC connections to different LDAP servers? Thank you. Kind Regards / C ? Dmitry Bezhenar ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Many ARDBC connections
Title: RE: Many ARDBC connections ** Rick and Carey: I think that Rick is correct. Version 6.3 required that you drop one connection in order to establish a second connection on another LDAP server. This additional/upgraded functionality is one of the 'selling' points of ARS 7.0. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Tuesday, July 18, 2006 8:25 AM To: arslist@ARSLIST.ORG Subject: Re: Many ARDBC connections Matt, I think the question was whether more than one CONCURRENT connection was supported. V7 is the first version that does that, from what I have seen and heard. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carey Matthew Black Sent: Tuesday, July 18, 2006 7:54 AM To: arslist@ARSLIST.ORG Subject: Re: Many ARDBC connections Rick, v5 could do that. You just had to write the second, third,... n th, ARDBC yourself. Or, if we are talking about AREA LDAP connections, then you had to write your own AREA plugin. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Rick Cook [EMAIL PROTECTED] wrote: From what I have heard, the answer is that it does. Read the docs for more info. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Bezhenar, Dmitry Sent: Monday, July 17, 2006 11:56 PM To: arslist@ARSLIST.ORG Subject: Many ARDBC connections Hello List, Does ARS 7 support more than 1 concurrent ARDBC connections to different LDAP servers? Thank you. Kind Regards / C ? Dmitry Bezhenar ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: Suggestions - DOB
** So sorry . . . I didn't mention the version . . . ARS 5.0 (yes, we are unsupported and in process of upgrading now . . . on a test box) Oracle 8.1 HPUX 11 -Original Message-From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Frank CarusoSent: Tuesday, July 18, 2006 11:17 AMTo: arslist@ARSLIST.ORGSubject: Re: Suggestions - DOB** You did not mention your ARS version but a Date field can hold a date that goes back to BC dates. A date\time field is limited to 12/31/1969 On 7/18/06, Blodgett, Jamie [EMAIL PROTECTED] wrote: How are other's handling dates needed in ARS prior to 1/1/70?(such as Date of Birth) I've dug around the archives and KBs, but haven't found anything. We have several instances where dates prior to 1/1/70 are needed in addition to DOB.So, it would be nice to know how others have tackled this.Thanks!Jamie BlodgettRinker Materials Corp.Remedy Application Support CONFIDENTIALITY:The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Frank CarusoSpecific Integration, Inc.Senior Remedy Engineerwww.specificintegration.com703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Suggestions - DOB
** Ah, well then that would be a problem. You could displaythe DDMMYY elementsas discrete integer fields (ordrop-down lists)or as a single character field, but data validation and enforcing a single format might be difficult on that. But if you're upgrading anyway, it might not be worth re-doing not only the code, but the data, once you upgrade and can use Date fields. That's your call. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Blodgett, JamieSent: Tuesday, July 18, 2006 8:58 AMTo: arslist@ARSLIST.ORGSubject: Re: Suggestions - DOB ** So sorry . . . I didn't mention the version . . . ARS 5.0 (yes, we are unsupported and in process of upgrading now . . . on a test box) Oracle 8.1 HPUX 11 -Original Message-From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Frank CarusoSent: Tuesday, July 18, 2006 11:17 AMTo: arslist@ARSLIST.ORGSubject: Re: Suggestions - DOB** You did not mention your ARS version but a Date field can hold a date that goes back to BC dates. A date\time field is limited to 12/31/1969 On 7/18/06, Blodgett, Jamie [EMAIL PROTECTED] wrote: How are other's handling dates needed in ARS prior to 1/1/70?(such as Date of Birth) I've dug around the archives and KBs, but haven't found anything. We have several instances where dates prior to 1/1/70 are needed in addition to DOB.So, it would be nice to know how others have tackled this.Thanks!Jamie BlodgettRinker Materials Corp.Remedy Application Support CONFIDENTIALITY:The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Frank CarusoSpecific Integration, Inc.Senior Remedy Engineerwww.specificintegration.com703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Performance concern about table field off a database table view..
** I may be completely off, and if so I would appreciate it if someone simply slaps me, but a View is nothing more than a pre-defined query. It is true at the DB that you can grant permissions to views and such but for the purposes of running a remedy table field off of a view that is just performing a select from another view (remedy built) or directly off of the table itself it won't matter at all. Since your table field is a pre-defined search I think you may be adding a layer of complexity to the process that is not needed. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouzaSent: Thursday, July 13, 2006 6:29 PMTo: arslist@ARSLIST.ORGSubject: Performance concern about table field off a database table view.. ** This has been done before so I'm inviting comments from those who have done it and are having a heavily used application that might have a significantly large number of records in their main data table.. This is what I am in the process of designing.. I am building a completely custom trouble ticketing application for a cable company. Due to the nature of their business where they are going to use this trouble ticketing application to ticket network outages reported both manually as well as automatically from network monitoring system this table is expected to grow rapidly. On the control panel on their home page I need to have a table field with a 'thin' list of their open tickets (much the same way as the SHR:ConsolidatedList in the ITSM application). The design is that instead of having a place holder Remedy data table to push new tickets on creation with the functionality to modify and delete enteries in that table, I have elected to create a database table view of the main data table with the constraint that it would display only tickets that are in an open status eliminating the overhead that might be caused by creating an additional table, and the push fields that happens on every transaction on the main data table. Then on the control panel I simply build a table fieldthat points to that database view of the table. My question is - would this impact performance in anyway.. I think this might have a positive impact on the performance.. If any of you think otherwise please do write back with reasons why you think it might not be the best design to adopt. If any of you think the traditional approach of a thinner Remedy form to hold the list information is better please do write about that too and your reasons supporting that approach. I hope to hear from you guys.. So far my protype right now on my development boxrocks, but since I have never used this approach in a thick data table that has the potential of eventually housing thousands - maybe a few hundred thousand tickets eventually I would love comments from those using this approach and their experiences with it... Note that I will index the necessary columns that are used in the construction of these database views of the data tables in question so as to optimize the view creation. Cheers Joe D'Souza, Remedy Consultant / Developer, Shyle Networks, New Jersey. Do you Yahoo!?Next-gen email? Have it all with the all-new Yahoo! Mail Beta. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Spam:Re: I don't want my users using the old user tool
Unfortunately this won't work for his users...because the 4.x clients don't recognize the init form...and won't pop it -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Herb Partlow Sent: Friday, July 14, 2006 6:53 AM To: arslist@ARSLIST.ORG Subject: Re: Spam:Re: I don't want my users using the old user tool Serouche Here is an option. Set the remedy application to open an init form. Include a hidden field to set the version of the user tool connecting. Use a Active Link to check the version field. If the version is not what you want. Pop a message to the screen blah blah blah download lastest version from here Download now? If yes - Open a form with the url to download If no - message You will be required to download before continuing, close application Or something like that. This should give you the control over the message you want presented to the user. You could even get fancy and set up another form to track login and design it to accept/give 1 grace log in before they will be forced to download the next time they go to log in. My .02 cents :) Herb -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour Sent: Friday, July 14, 2006 2:26 AM To: arslist@ARSLIST.ORG Subject: Re: Spam:Re: I don't want my users using the old user tool yes setting the API version is probably the best way. At least for me. Thanks to Carlos for his precise reference. Though this solution does not fully satisfy becasue I'd like to have a nice message as well explaining the user why he cannot connect anymore and what he should do. The default message coming with the ARSystem could be improved ;-) The problem is that I don't see how I should set my AL or filters to fire ? I have choosen that my users will not open the Home page. So I don't want to change this as I have more than 500 users. And so I don't see on which form my AL or filters should fire. Maybe I shall better create a hidden form to be opened upon connection ... hmmm ... Any other idea ? Serouche Jacques Andre wrote: Hello Serouche The easiest way to achieve this will be to set the server setting Minimum API Setting (in Admin tool , Server Information , Configuration) For example, to only allow 6.3 clients to connect to your server, set the Minimum API version to 11. Please note that this will block any client which does not use the 6.3 API. So if you are using the mid-tier or any custom written API, it needs to use the 6.3 API, or it will be blocked. I suspect the API version for 6.0.1 is 10, but you will need to confirm this. Hope this helps Jacques Andre [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Many ARDBC connections
Dmitry, AREA is a specialized plugin to ONLY support authentication/authorization data for ARS. ARDBC is a more generalized plugin to support access to external to ARS data sources. Here is the rub... In versions prior to ARS v7, the ARS server could support multiple User forms. Any form that had the right field ID's were considered a User form. (101,102,103, and a few others) So you could have written an ARDBC that exposed an LDAP directory as such a form leaving the password blank. (If Remedy would expose the way the ARS server reads password values, or have allowed a way for an admin to tell the ARS server that this password value is stored in clear text then you could have skipped the next part. However, they did not do that. So...) Then use the Cross Reference Blank Password option to allow your AREA plugin to verify the users supplied password against all appropriate system(s). So your AREA plugin would check as many systems (LDAP, AD, UNIX OS, flat file(s), etc..) and return the a valid session, or an invalid session with the users Group List(authorizations). If you had a second, third, etc.. form, maybe based on the same ARDBC plugin, but looking at yet another data set then you could have all of those sets of data as User data for your ARS server. I even remember an AREA HUB plugin, but I think that might have been created for v6. (maybe v5, I am just not sure which) It's job was to let you use multiple AREA plugins in sequence. Essentially allowing multiple AREA plugins. I am unsure how supported the Hub ever was too. The point I was trying to make is that the OOB (Out Of the Box) AREA-LDAP plugin is not the full extent of what you could do in the previous versions. It was(and is) simply a vendor supported example of what the plugins can do. Sure v7 gives you more OOB options based on a more complicated configuration options. However the base potential does not appear to be expanded to me. In fact, the subtraction of the support for multiple User forms appears to be a real minus in my book. (See other thread on that topic if you want more commentary on it.) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Bezhenar, Dmitry [EMAIL PROTECTED] wrote: Hi Carey, What do you mean by just had to write the second, third,... n th, ARDBC yourself ?? What is the difference between writing an ARDBC and writing an AREA Plugin? Thank you. Kind Regards Dmitry Bezhenar -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, July 18, 2006 6:54 PM To: arslist@ARSLIST.ORG Subject: Re: Many ARDBC connections Rick, v5 could do that. You just had to write the second, third,... n th, ARDBC yourself. Or, if we are talking about AREA LDAP connections, then you had to write your own AREA plugin. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Rick Cook [EMAIL PROTECTED] wrote: From what I have heard, the answer is that it does. Read the docs for more info. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bezhenar, Dmitry Sent: Monday, July 17, 2006 11:56 PM To: arslist@ARSLIST.ORG Subject: Many ARDBC connections Hello List, Does ARS 7 support more than 1 concurrent ARDBC connections to different LDAP servers? Thank you. Kind Regards / C ? Dmitry Bezhenar ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Spam:Re: I don't want my users using the old user tool
Ok... don't open the init form. When they open their support console or help desk form Have an active link that check the version. If user version ss less than desired version pop message with download instructions. Herb -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head Sent: Tuesday, July 18, 2006 9:37 AM To: arslist@ARSLIST.ORG Subject: Re: Spam:Re: I don't want my users using the old user tool Unfortunately this won't work for his users...because the 4.x clients don't recognize the init form...and won't pop it -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Herb Partlow Sent: Friday, July 14, 2006 6:53 AM To: arslist@ARSLIST.ORG Subject: Re: Spam:Re: I don't want my users using the old user tool Serouche Here is an option. Set the remedy application to open an init form. Include a hidden field to set the version of the user tool connecting. Use a Active Link to check the version field. If the version is not what you want. Pop a message to the screen blah blah blah download lastest version from here Download now? If yes - Open a form with the url to download If no - message You will be required to download before continuing, close application Or something like that. This should give you the control over the message you want presented to the user. You could even get fancy and set up another form to track login and design it to accept/give 1 grace log in before they will be forced to download the next time they go to log in. My .02 cents :) Herb -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour Sent: Friday, July 14, 2006 2:26 AM To: arslist@ARSLIST.ORG Subject: Re: Spam:Re: I don't want my users using the old user tool yes setting the API version is probably the best way. At least for me. Thanks to Carlos for his precise reference. Though this solution does not fully satisfy becasue I'd like to have a nice message as well explaining the user why he cannot connect anymore and what he should do. The default message coming with the ARSystem could be improved ;-) The problem is that I don't see how I should set my AL or filters to fire ? I have choosen that my users will not open the Home page. So I don't want to change this as I have more than 500 users. And so I don't see on which form my AL or filters should fire. Maybe I shall better create a hidden form to be opened upon connection ... hmmm ... Any other idea ? Serouche Jacques Andre wrote: Hello Serouche The easiest way to achieve this will be to set the server setting Minimum API Setting (in Admin tool , Server Information , Configuration) For example, to only allow 6.3 clients to connect to your server, set the Minimum API version to 11. Please note that this will block any client which does not use the 6.3 API. So if you are using the mid-tier or any custom written API, it needs to use the 6.3 API, or it will be blocked. I suspect the API version for 6.0.1 is 10, but you will need to confirm this. Hope this helps Jacques Andre [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: Suggestions - DOB
** Then there is not much you can do on your current version of the ARS as that version backwards wasnt compatible to hold dates below the epoch date range.. The closest you could get is developing a calender functionality using 3 display only fields one for the date the other for the month and the last for the year - I think that might be possible by building some logic to consider the date ranges for specific months and leap year considerations... Using the inputs from these three strings you could build a date string.. Off course this date string would be only useful as a string and you would be very limited to manupulations possible on this string... Regards Joe D'Souza Remedy Developer / Consultant, BearingPoint, Time Warner Cable Project, Virginia. - Original Message From: "Blodgett, Jamie" [EMAIL PROTECTED]To: arslist@ARSLIST.ORGSent: Tuesday, July 18, 2006 11:57:38 AMSubject: Re: Suggestions - DOB** So sorry . . . I didn't mention the version . . . ARS 5.0 (yes, we are unsupported and in process of upgrading now . . . on a test box) Oracle 8.1 HPUX 11 -Original Message-From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Frank CarusoSent: Tuesday, July 18, 2006 11:17 AMTo: arslist@ARSLIST.ORGSubject: Re: Suggestions - DOB** You did not mention your ARS version but a Date field can hold a date that goes back to BC dates. A date\time field is limited to 12/31/1969 On 7/18/06, Blodgett, Jamie [EMAIL PROTECTED] wrote: How are other's handling dates needed in ARS prior to 1/1/70?(such as Date of Birth) I've dug around the archives and KBs, but haven't found anything. We have several instances where dates prior to 1/1/70 are needed in addition to DOB.So, it would be nice to know how others have tackled this.Thanks!Jamie BlodgettRinker Materials Corp.Remedy Application Support CONFIDENTIALITY:The information contained in this transmission may contain privileged and confidential information. It is intended only for the use of the person(s) named above. If you are not the intended recipient, you are hereby notified that any review, dissemination, distribution or duplication of this communication, and the information contained in it, is strictly prohibited. If you are not the intended recipient, please contact the sender and immediately destroy all copies of the original message. ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org-- Frank CarusoSpecific Integration, Inc.Senior Remedy Engineerwww.specificintegration.com703-376-1249 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Performance concern about table field off a database table view..
** No you can create a remedy View form out of a database view of a table.. So I have done thatbefore, but was not quite sure whatthe performance impact thatwould have over larger table and hence had put this question out to the list... Apparently I got a responseoffline from one member here who has over 600K records in his main data table that he/she has created a view out of, andthen created a view form in Remedy and built a table field out of that view.. and that works for them much better than the SHR:ConsolidatedList in terms of performance.. I think creating a view as such from data tables for building a thin view of your main table is agreat idea and reduces the amount of workflow you have to define to build a parallel form as such andincreasing data redundancy instead of reducinging it... Joe D'Souza Remedy Developer / Consultant, BearingPoint, Time Warner Cable Project, Virginia. - Original Message From: L. J. Head [EMAIL PROTECTED]To: arslist@ARSLIST.ORGSent: Tuesday, July 18, 2006 12:33:53 PMSubject: Re: Performance concern about table field off a database table view..** I may be completely off, and if so I would appreciate it if someone simply slaps me, but a View is nothing more than a pre-defined query. It is true at the DB that you can grant permissions to views and such but for the purposes of running a remedy table field off of a view that is just performing a select from another view (remedy built) or directly off of the table itself it won't matter at all. Since your table field is a pre-defined search I think you may be adding a layer of complexity to the process that is not needed. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouzaSent: Thursday, July 13, 2006 6:29 PMTo: arslist@ARSLIST.ORGSubject: Performance concern about table field off a database table view.. ** This has been done before so I'm inviting comments from those who have done it and are having a heavily used application that might have a significantly large number of records in their main data table.. This is what I am in the process of designing.. I am building a completely custom trouble ticketing application for a cable company. Due to the nature of their business where they are going to use this trouble ticketing application to ticket network outages reported both manually as well as automatically from network monitoring system this table is expected to grow rapidly. On the control panel on their home page I need to have a table field with a 'thin' list of their open tickets (much the same way as the SHR:ConsolidatedList in the ITSM application). The design is that instead of having a place holder Remedy data table to push new tickets on creation with the functionality to modify and delete enteries in that table, I have elected to create a database table view of the main data table with the constraint that it would display only tickets that are in an open status eliminating the overhead that might be caused by creating an additional table, and the push fields that happens on every transaction on the main data table. Then on the control panel I simply build a table fieldthat points to that database view of the table. My question is - would this impact performance in anyway.. I think this might have a positive impact on the performance.. If any of you think otherwise please do write back with reasons why you think it might not be the best design to adopt. If any of you think the traditional approach of a thinner Remedy form to hold the list information is better please do write about that too and your reasons supporting that approach. I hope to hear from you guys.. So far my protype right now on my development boxrocks, but since I have never used this approach in a thick data table that has the potential of eventually housing thousands - maybe a few hundred thousand tickets eventually I would love comments from those using this approach and their experiences with it... Note that I will index the necessary columns that are used in the construction of these database views of the data tables in question so as to optimize the view creation. Cheers Joe D'Souza, Remedy Consultant / Developer, Shyle Networks, New Jersey. Do you Yahoo!?Next-gen email? Have it all with the all-new Yahoo! Mail Beta. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
OT:How many Administartors does it take ?
** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear fromcreate800 - 1000 tickets per year with about 175 consecutive users. Thank You for youhelp, Tom __20060125___This posting was submitted with HTML in it___
Re: Suspected Spam: OT:How many Administartors does it take ?
** One. James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tom HamillSent: Tuesday, July 18, 2006 10:32 AMTo: arslist@ARSLIST.ORGSubject: Suspected Spam: OT:How many Administartors does it take ? ** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear fromcreate800 - 1000 tickets per year with about 175 consecutive users. Thank You for youhelp, Tom__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Suggestions - DOB
**
Jamie,
Another approach isto use a character field to hold
the formatted DOB that you display, and an integer field to hold the number of
seconds from today. The integer field could be used for sorting, searching
(ie. people with a birthday next month) or performing math (ie. schedule 90-day
review from hire date).
To set the integer field with Set Fields SQL (for SQL
2000): SELECT DATEDIFF(s, '$DOB Char$',
GETDATE())
Whereas, $DOB Char$ would contain something like
"07/18/1980".
For validating dates typed in by usersrun the Set
Fields SQL: SELECT ISDATE('$DOB Char$')
If the date is valid then 1 is returned, else
0.
HTH
Stephen
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe
DeSouzaSent: Tuesday, July 18, 2006 1:05 PMTo:
arslist@ARSLIST.ORGSubject: Re: Suggestions -
DOB
**
Then there is not much you can do on your current version of the ARS as
that version backwards wasnt compatible to hold dates below the epoch date
range.. The closest you could get is developing a calender functionality using 3
display only fields one for the date the other for the month and the last for
the year - I think that might be possible by building some logic to consider the
date ranges for specific months and leap year considerations...
Using the inputs from these three strings you could build a date
string..
Off course this date string would be only useful as a string and you would
be very limited to manupulations possible on this string...
Regards
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Time Warner Cable Project,
Virginia.
-
Original Message From: "Blodgett, Jamie"
[EMAIL PROTECTED]To: arslist@ARSLIST.ORGSent: Tuesday, July
18, 2006 11:57:38 AMSubject: Re: Suggestions - DOB**
So
sorry . . . I didn't mention the version . . .
ARS
5.0 (yes, we are unsupported and in process of upgrading now . . . on a test
box)
Oracle
8.1
HPUX
11
-Original Message-From: Action Request System
discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of Frank
CarusoSent: Tuesday, July 18, 2006 11:17 AMTo:
arslist@ARSLIST.ORGSubject: Re: Suggestions -
DOB** You did not mention your ARS version but a Date
field can hold a date that goes back to BC dates. A date\time field is limited
to 12/31/1969
On 7/18/06, Blodgett,
Jamie [EMAIL PROTECTED] wrote:
How
are other's handling dates needed in ARS prior to 1/1/70?(such
as Date of Birth) I've dug around the archives and KBs, but haven't found
anything. We have several instances where dates prior to 1/1/70 are
needed in addition to DOB.So, it would be nice to know how
others have tackled this.Thanks!Jamie BlodgettRinker
Materials Corp.Remedy Application Support
CONFIDENTIALITY:The information contained in this
transmission may contain privileged and confidential
information. It is intended only for the use of the person(s)
named above. If you are not the intended recipient, you are
hereby notified that any review, dissemination, distribution or duplication
of this communication, and the information contained in it, is strictly
prohibited. If you are not the intended recipient, please
contact the sender and immediately destroy all copies of the original
message.
___UNSUBSCRIBE
or access ARSlist Archives at http://www.wwrug.org-- Frank CarusoSpecific Integration, Inc.Senior
Remedy Engineerwww.specificintegration.com703-376-1249
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HTML in it_20060125___This posting
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Re: BFS Strong Password 2.5.1 - Errors when setting up software
I excluded part of the question, when I install MD5.exe on the server or can do it on my local workstationl. From: James Collins [mailto:[EMAIL PROTECTED] Sent: Monday, July 17, 2006 5:20 PM To: 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software A lot of folks have helped me with getting this BFS software running on the development box. I have one simple question for those who have run this, do you install it on the server? or can you install it on your own workstation and point the AL to it which will pull it in? sorry for the Remedy 101 question, but I do not have the answer! Jim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Friday, July 07, 2006 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software James: I'm wondering why the MD5 program is being run. This creates a 'signature' for a file. Thus if the file is tampered with, you will be able to tell and in some cases if the program is used 'creatively', can prevent running a corrupted or virus-infoected program. James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: Friday, July 07, 2006 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Importance: High ** Anyone else have similar hurdles with Strong Password any suggestions? From: James Collins [mailto:[EMAIL PROTECTED] Sent: Friday, July 07, 2006 12:32 PM To: 'arslist@ARSLIST.ORG' Subject: FW: BFS Strong Password 2.5.1 - Errors when setting up software I put it on my local workstation and not on the server as that is what the bfs instructions suggested but perhaps it might be a better idea on the server? Jim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, July 06, 2006 5:41 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Where is the md5 executable that it is trying to run located? If it is on the server (in C:\Program Files\AR System) then the set field probably should read: $PROCESS$ @@:C:\Program Files\AR System\md5.exe -d$Clear Password$ Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: Thursday, July 06, 2006 4:29 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software ** Okay, I have not received many responses but I have narrowed down the $Process$ that might be giving me the error ARERR [341] Cannot run the requested process This says: Run Process on My local work station, -d provides the location indication and $Clear Password$ is the path. I am supposed to running an md5.exe. Should the exe be on the server instead? This is how the set field is set up in the active link.: $PROCESS$ C:\Program Files\AR System\md5.exe -d$Clear Password$ From: James Collins [mailto:[EMAIL PROTECTED] Sent: Thursday, July 06, 2006 12:22 PM To: '[EMAIL PROTECTED]'; 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software From: James Collins [mailto:[EMAIL PROTECTED] Sent: Friday, June 30, 2006 10:49 PM To: 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software To all, I love the strong password workflow, real good stuff, I am having the same problem as peter back in Oct 2005 and was wondering if any one had a solution. Specifically, I am getting the following error message when trying to change a password: ARERR [341] Cannot run the requested process The preceding message occurred during the execution of active link BFS:USRPWD_ValidatePW14 -- action 1. (ARNOTE 1101) I checked permissions all look good, nothing seems apparent. I am running 6.3 without any patches installed. Any guidance will be appreciated. Happy fourth. James Collins __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Question: Abydos Analyser
We are evaluating Abydos Analyser 3.0 I was wondering if anyone has used Abydos Analyser and do you have any comments, feedback, suggestions, etc... One of our goals is to build an Entity Relationship diagram - any suggestions? Thanks! Ty ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Sender address not found in original email when using e-mail to modify.
** I am working onan integration with an outside vendor that allows them to update Remedy Requests through e-mails. This integration works fine as long as the reply comes from the same address as the address the initial e-mail was sent to. But, the vendor is not set up this way. the e-mails go to one central address, then get replied to by individuals.Remedy is complaining about this saying that Sender address not found in original email (4945). I've tried changing the security settings of the incomming e-mail boxto Use Security Key, Use Supplied User Info and Use Email From Address. They all still give me the same error. Is this an absolute requirement, the that the e-mails must match? Thanks, .ron __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take ?
The only answer that I think of is: it depends. The number of administrators and/or support staff is going to depend upon what you intend to do with the product once you have it installed. Are you planning on integrating it with existing systems? What are your support hours going to be like? What sort of support coverage are you doing to need? It has been my experience that most AR Admins/Developers are the typical over-worked, not-happy-unless-they-are-moving-at-mach-2.5-with-the-hair-on-fire types. They dread being idle, require lots of pizza and... Are you buying any of this? No? Well, I tried... :-) Most of the implementations which I have been a part of have always had at minimum two admins. One was a primary, and the other was a backup. Having just one admin is like having one foot and then expecting to run. It doesn't work very well. Vacations, sick days, projects, other work all factor into it. If you go with two, you might want to stagger schedules, such that one comes in later in the morning and stays later in the evening to do release migrations and to extend the coverage window into the evening, etc. One of the larger implementations (over 300 concurrent, numerous apps, the AR System was their pimary tool) had six staff. There were two developers, one manager and three analysts. Another had two developers, one manager and one analyst. Other implementations of around a hundred or so had two admins as well. Piece of wisdom: develop sub-administrators or local subject matter experts. Farm the care and daily feeding of certain aspects of your system out to them, rather than relying upon your admins to maintain it. That will free them up for more important things. HTH. Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from create 800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS API - Java: Proxy.ARDeleteMenu(ARServerUser context, NameID mnu) function
Do you get the same error when using the Driver program? -- Jarl On 7/18/06, George Barsan [EMAIL PROTECTED] wrote: Hello list, I lost a few hours troubleshooting a problem caused by the method ARDeleteMenu which doesn't seem to work. Although the context is correctly initialized and works fine for the Util.ARExport run which is the first step, the ARDeleteMenu (step 2 in the programm) always fails with the following error (independently if the menu exists or not): MessageType: 2 MessageNum: 90 MessageText: Cannot open catalog; Message number = 90 AppendedText: arsserver (0) : RPC: Program not registered at com.remedy.arsys.api.Proxy.ARDeleteMenu(Native Method) at com.upc.xmlgateway.ArsConnector.deleteMenus(ArsConnector.java:512) at com.upc.ar.Worker.handleMenue(Worker.java:70) at com.upc.ar.Worker.process(Worker.java:48) at com.upc.ar.ArHelper.process(ArHelper.java:37) at com.upc.ar.ArHelper.main(ArHelper.java:32) Has anyone else experienced the same problem? I tested it with the 5.1.2 and 7.0 API same versions of servers in all possible combinations (running the Java programm on Windows and the servers on Solaris). Many thanks, George ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT:How many Administartors does it take ?
Will, I would also add to your answer that it depends on how many changes to the applications are expected over time too. If the application is customized and set in stone then consultants can be brought in for a few weeks (ok, maybe a few months the buisness does not really already know what they want done.) and then leave. As long as just user work is needed from that point forward then developers are not really needed at all. HOWEVER, I really doubt that will be the case for long. There will be changes needed at somepoint and having to call the consultants back, over and over again, will get expensive over time. So Plan ahead, hire one, two or three full time people before you get started. Then they will have the incumbered knowledge of how the system changed from day one and they will be very valuable to your org. (Size the group on expected work, and expand if needed in the first year or two.) In reality you might find that you need more user trainers than developers if your org's user turn over rate is high enough too. (Again, all questions/details that are more about your org/buisness than the load/capacity of the AR System.) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Will Du Chene [EMAIL PROTECTED] wrote: The only answer that I think of is: it depends. The number of administrators and/or support staff is going to depend upon what you intend to do with the product once you have it installed. Are you planning on integrating it with existing systems? What are your support hours going to be like? What sort of support coverage are you doing to need? It has been my experience that most AR Admins/Developers are the typical over-worked, not-happy-unless-they-are-moving-at-mach-2.5-with-the-hair-on-fire types. They dread being idle, require lots of pizza and... Are you buying any of this? No? Well, I tried... :-) Most of the implementations which I have been a part of have always had at minimum two admins. One was a primary, and the other was a backup. Having just one admin is like having one foot and then expecting to run. It doesn't work very well. Vacations, sick days, projects, other work all factor into it. If you go with two, you might want to stagger schedules, such that one comes in later in the morning and stays later in the evening to do release migrations and to extend the coverage window into the evening, etc. One of the larger implementations (over 300 concurrent, numerous apps, the AR System was their pimary tool) had six staff. There were two developers, one manager and three analysts. Another had two developers, one manager and one analyst. Other implementations of around a hundred or so had two admins as well. Piece of wisdom: develop sub-administrators or local subject matter experts. Farm the care and daily feeding of certain aspects of your system out to them, rather than relying upon your admins to maintain it. That will free them up for more important things. HTH. ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: BFS Strong Password 2.5.1 - Errors when setting up software
Title: RE: BFS Strong Password 2.5.1 - Errors when setting up software ** James: I don't know the answer to your question, thus I have not replied. This maybe why you received no response from the rest of the list. James McKenzie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of James Collins Sent: Tuesday, July 18, 2006 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Is this question getting out there? I have not seen any responses in days to any of my questions I am not sure if it is the forum or just not anyone responding? Thanks, -Original Message- From: James Collins [mailto:[EMAIL PROTECTED]] Sent: Tuesday, July 18, 2006 2:07 PM To: '[EMAIL PROTECTED]'; 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software I excluded part of the question, when I install MD5.exe on the server or can do it on my local workstationl. A lot of folks have helped me with getting this BFS software running on the development box. I have one simple question for those who have run this, do you install it on the server? or can you install it on your own workstation and point the AL to it which will pull it in? sorry for the Remedy 101 question, but I do not have the answer! Jim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Friday, July 07, 2006 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software James: I'm wondering why the MD5 program is being run. This creates a 'signature' for a file. Thus if the file is tampered with, you will be able to tell and in some cases if the program is used 'creatively', can prevent running a corrupted or virus-infoected program. James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of James Collins Sent: Friday, July 07, 2006 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Importance: High ** Anyone else have similar hurdles with Strong Password any suggestions? From: James Collins [mailto:[EMAIL PROTECTED]] Sent: Friday, July 07, 2006 12:32 PM To: 'arslist@ARSLIST.ORG' Subject: FW: BFS Strong Password 2.5.1 - Errors when setting up software I put it on my local workstation and not on the server as that is what the bfs instructions suggested but perhaps it might be a better idea on the server? Jim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Thursday, July 06, 2006 5:41 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Where is the md5 executable that it is trying to run located? If it is on the server (in C:\Program Files\AR System) then the set field probably should read: $PROCESS$ @@:C:\Program Files\AR System\md5.exe -d$Clear Password$ Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of James Collins Sent: Thursday, July 06, 2006 4:29 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software ** Okay, I have not received many responses but I have narrowed down the $Process$ that might be giving me the error ARERR [341] Cannot run the requested process This says: Run Process on My local work station, -d provides the location indication and $Clear Password$ is the path. I am supposed to running an md5.exe. Should the exe be on the server instead? This is how the set field is set up in the active link.: $PROCESS$ C:\Program Files\AR System\md5.exe -d$Clear Password$ From: James Collins [mailto:[EMAIL PROTECTED]] Sent: Thursday, July 06, 2006 12:22 PM To: '[EMAIL PROTECTED]'; 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software From: James Collins [mailto:[EMAIL PROTECTED]] Sent: Friday, June 30, 2006 10:49 PM To: 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software To all, I love the strong password workflow, real good stuff, I am having the same problem as peter back in Oct 2005 and was wondering if any one had a solution. Specifically, I am getting the following error message when trying to change a password: ARERR [341] Cannot run the requested process The preceding message occurred during the execution of active link BFS:USRPWD_ValidatePW14 -- action 1. (ARNOTE
Re: Suspected Spam: OT:How many Administartors does it take ?
** Or several bad ones ? Sorry, couldn't resist Dave On 18/07/06, McKenzie, James J C-E LCMC HQISEC/L3 [EMAIL PROTECTED] wrote: ** One. James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Tom HamillSent: Tuesday, July 18, 2006 10:32 AMTo: arslist@ARSLIST.ORG Subject: Suspected Spam: OT:How many Administartors does it take ? ** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear fromcreate800 - 1000 tickets per year with about 175 consecutive users. Thank You for youhelp, Tom__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take ?
** Tom, I was the admin for our team, and we were dealing with around 200 tickets per day, ie. 1000 per week, 4k per month, etc. As others have said, its more a question of what you are wanting to do with the system, rather than the number of tickets. Once its in place and running, you can almost have anyone doing regular day to day admin work, but if you are talking more like regular development, it will depend on the nature of the developments, tasks to be undertaken, etc. that determines how many (developer) admins that you need. (I really don't like the term administrator, the AR Admin tool should really be the AR Developer tool) Regards Dave On 18/07/06, Tom Hamill [EMAIL PROTECTED] wrote: ** Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear fromcreate800 - 1000 tickets per year with about 175 consecutive users. Thank You for youhelp, Tom__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: BFS Strong Password 2.5.1 - Errors when setting up software
Maybe it is my email address, try this one if responding, [EMAIL PROTECTED] -Original Message- From: James Collins [mailto:[EMAIL PROTECTED] Sent: Tuesday, July 18, 2006 4:41 PM To: '[EMAIL PROTECTED]'; 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software Is this question getting out there? I have not seen any responses in days to any of my questions I am not sure if it is the forum or just not anyone responding? Thanks, -Original Message- From: James Collins [mailto:[EMAIL PROTECTED] Sent: Tuesday, July 18, 2006 2:07 PM To: '[EMAIL PROTECTED]'; 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software I excluded part of the question, when I install MD5.exe on the server or can do it on my local workstationl. A lot of folks have helped me with getting this BFS software running on the development box. I have one simple question for those who have run this, do you install it on the server? or can you install it on your own workstation and point the AL to it which will pull it in? sorry for the Remedy 101 question, but I do not have the answer! Jim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Friday, July 07, 2006 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software James: I'm wondering why the MD5 program is being run. This creates a 'signature' for a file. Thus if the file is tampered with, you will be able to tell and in some cases if the program is used 'creatively', can prevent running a corrupted or virus-infoected program. James McKenzie From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: Friday, July 07, 2006 1:03 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Importance: High ** Anyone else have similar hurdles with Strong Password any suggestions? From: James Collins [mailto:[EMAIL PROTECTED] Sent: Friday, July 07, 2006 12:32 PM To: 'arslist@ARSLIST.ORG' Subject: FW: BFS Strong Password 2.5.1 - Errors when setting up software I put it on my local workstation and not on the server as that is what the bfs instructions suggested but perhaps it might be a better idea on the server? Jim From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, July 06, 2006 5:41 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software Where is the md5 executable that it is trying to run located? If it is on the server (in C:\Program Files\AR System) then the set field probably should read: $PROCESS$ @@:C:\Program Files\AR System\md5.exe -d$Clear Password$ Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of James Collins Sent: Thursday, July 06, 2006 4:29 PM To: arslist@ARSLIST.ORG Subject: Re: BFS Strong Password 2.5.1 - Errors when setting up software ** Okay, I have not received many responses but I have narrowed down the $Process$ that might be giving me the error ARERR [341] Cannot run the requested process This says: Run Process on My local work station, -d provides the location indication and $Clear Password$ is the path. I am supposed to running an md5.exe. Should the exe be on the server instead? This is how the set field is set up in the active link.: $PROCESS$ C:\Program Files\AR System\md5.exe -d$Clear Password$ From: James Collins [mailto:[EMAIL PROTECTED] Sent: Thursday, July 06, 2006 12:22 PM To: '[EMAIL PROTECTED]'; 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software From: James Collins [mailto:[EMAIL PROTECTED] Sent: Friday, June 30, 2006 10:49 PM To: 'arslist@ARSLIST.ORG' Subject: RE: BFS Strong Password 2.5.1 - Errors when setting up software To all, I love the strong password workflow, real good stuff, I am having the same problem as peter back in Oct 2005 and was wondering if any one had a solution. Specifically, I am getting the following error message when trying to change a password: ARERR [341] Cannot run the requested process The preceding message occurred during the execution of active link BFS:USRPWD_ValidatePW14 -- action 1. (ARNOTE 1101) I checked permissions all look good, nothing seems apparent. I am running 6.3 without any patches installed. Any guidance will be appreciated. Happy fourth. James Collins __20060125___This
Authentication Failed on 7.0 Midtier
** Hi everyone: Can someone tell me what I'm missing? We have 7.0 loaded up on a test server-server and midtier on the same box. The server is running great, and we have the miditier seemingly installed correctly (config page comes up fine). When we attempt to pull up a form, we get the logon page correctly, but when we supply the Demo username and password (we set a password), we keep getting Authentication Failed ARRERR 623. Anyone have any ideas on what I'm missing...seems to be something simple. Norm __20060125___This posting was submitted with HTML in it___
Re: OT:How many Administartors does it take 2 ?
** You are still providing too little information. If you're just doing maintenance Admin work, then one. The number of tickets doesn't matter that much in that situation. You are not providing version info but I'll assume 6+ so if you want to archive it's automated. Are the tickets all in one form. It doesn't take that long to create users. How many groups are involved? Are there special permission groups? Even that doesn't take that much extra time. You're not giving information on if you expect there to be additional modifications to the system. Theoretically, once it's modified and running, it just keeps on running. No work to be done there. Are you trying to provide info to a client or your own company? Looking to get additional admins? Help us if you want better answers. Susan On 7/18/06, Tom Hamill [EMAIL PROTECTED] wrote: ** OK let me try this again with the correct figures. I would like to find out on the average about how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear fromare ones that create250,000- 300,000 tickets per year with about 175concurrent users. Thank You againfor youhelp,__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Authentication Failed on 7.0 Midtier
** Hi Norm, In AR 7, BMC are enforcing the use of application passwords. Make sure your AR Server has an app password set, and also make sure that when you add the AR Server into your server list in the Mid Tier config that you enter the app password as well. We had the same issue here, that was the only way we found around it. Cheers, Matt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOESent: Wednesday, 19 July 2006 7:44 AMTo: arslist@ARSLIST.ORGSubject: Authentication Failed on 7.0 Midtier ** Hi everyone: Can someone tell me what I'm missing? We have 7.0 loaded up on a test server-server and midtier on the same box. The server is running great, and we have the miditier seemingly installed correctly (config page comes up fine). When we attempt to pull up a form, we get the logon page correctly, but when we supply the Demo username and password (we set a password), we keep getting Authentication Failed ARRERR 623. Anyone have any ideas on what I'm missing...seems to be something simple. Norm__20060125___This posting was submitted with HTML in it___ ** The information in this e-mail is confidential and may be legally privileged. It is intended solely for the addressee. Access to this e-mail by anyone else is unauthorised. If you have received this communication in error, please notify us immediately by return e-mail with the subject heading "Received in error" or telephone +61 2 93357000, then delete the email and destroy any copies of it. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. Any opinions or advice contained in this e-mail are subject to the terms and conditions expressed in the governing KPMG client engagement letter. Opinions, conclusions and other information in this e-mail and any attachments that do not relate to the official business of the firm are neither given nor endorsed by it. KPMG cannot guarantee that e-mail communications are secure or error-free, as information could be intercepted, corrupted, amended, lost, destroyed, arrive late or incomplete, or contain viruses. KPMG, an Australian partnership, is part of the KPMG International network. KPMG International is a Swiss cooperative that serves as a coordinating entity for a network of independent firms operating under the KPMG name. KPMG International provides no services to clients. Each member firm of KPMG International is a legally distinct and separate entity and each describes itself as such. Liability limited by a scheme approved under Professional Standards Legislation. This footnote also confirms that this e-mail message has been swept by MIMEsweeper for the presence of computer viruses. See www.mimesweeper.com for more information. ** __20060125___This posting was submitted with HTML in it___
Re: Authentication Failed on 7.0 Midtier
Norm, Version 7 requires a Mid-tier password to be set on the ARS server and the the Mid-Tier config. Make sure those match. You also might want to turn up the Mid-Tier logging level and see if there are any interesting messages there. (could be firewall stuff, even on the same box) HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Kaiser Norm E CIV USAF 96 CG/SCWOE [EMAIL PROTECTED] wrote: ** Hi everyone: Can someone tell me what I'm missing? We have 7.0 loaded up on a test server-server and midtier on the same box. The server is running great, and we have the miditier seemingly installed correctly (config page comes up fine). When we attempt to pull up a form, we get the logon page correctly, but when we supply the Demo username and password (we set a password), we keep getting Authentication Failed ARRERR 623. Anyone have any ideas on what I'm missing...seems to be something simple. Norm __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: OT:How many Administartors does it take ?
** Through my personal experience there are broadly 2 factors on customization projects - cosmetic customization and customization where you require a little more lower level work wherein you might need to build another application that might be driventogether with your OTB application. On cosmetic customizations usually 1 person - that too a part time resource should be sufficient to maintain your application until such times that this resource is able to impart the necessary maintenance schedules or routines developed to the DBA... On the other hand if you are faced with the task of building applications and customizations wherein there is more development work involved you would require a long time resource or even a permanant resource with the skills of Remedy development, strong database knowledge, knowledge of other tools an added plus.. Regards Joe D'Souza Remedy Developer / Consultant, BearingPoint, Time Warner Cable Project, Virginia. - Original Message From: Will Du Chene [EMAIL PROTECTED]To: arslist@ARSLIST.ORGSent: Tuesday, July 18, 2006 3:49:25 PMSubject: Re: OT:How many Administartors does it take ? The only answer that I think of is: it depends.The number of administrators and/or support staff is going to depend uponwhat you intend to do with the product once you have it installed. Are youplanning on integrating it with existing systems? What are your supporthours going to be like? What sort of support coverage are you doing toneed?It has been my experience that most AR Admins/Developers are the typicalover-worked,not-happy-unless-they-are-moving-at-mach-2.5-with-the-hair-on-fire types.They dread being idle, require lots of pizza and... Are you buying any ofthis? No? Well, I tried... :-)Most of the implementations which I have been a part of have always had atminimum two admins. One was a primary, and the other was a backup. Havingjust one admin is like having one foot and then expecting to run. Itdoesn't work very well. Vacations, sick days, projects, other work allfactor into it. If you go with two, you might want to stagger schedules,such that one comes in later in the morning and stays later in the eveningto do release migrations and to extend the coverage window into theevening, etc.One of the larger implementations (over 300 concurrent, numerous apps, theAR System was their pimary tool) had six staff. There were two developers,one manager and three analysts. Another had two developers, one managerand one analyst. Other implementations of around a hundred or so had twoadmins as well.Piece of wisdom: develop sub-administrators or local subject matterexperts. Farm the care and daily feeding of certain aspects of your systemout to them, rather than relying upon your admins to maintain it. Thatwill free them up for more important things.HTH. Hello All, I would like to find out on the average how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear fromcreate800 - 1000 tickets per year with about 175 consecutive users. Thank You for you help, Tom ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Re: Authentication Failed on 7.0 Midtier
I got that on my Flashboards. The fix was to go into the Mid-Tier, and where your ARServer name is located, ensure that the password is set there to the same as the mid-tier password in the Administrator tool. Once I did that, it worked fine. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Tuesday, July 18, 2006 4:20 PM To: arslist@ARSLIST.ORG Subject: Re: Authentication Failed on 7.0 Midtier Norm, Version 7 requires a Mid-tier password to be set on the ARS server and the the Mid-Tier config. Make sure those match. You also might want to turn up the Mid-Tier logging level and see if there are any interesting messages there. (could be firewall stuff, even on the same box) HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. Never ascribe to malice, that which can be explained by incompetence. On 7/18/06, Kaiser Norm E CIV USAF 96 CG/SCWOE [EMAIL PROTECTED] wrote: ** Hi everyone: Can someone tell me what I'm missing? We have 7.0 loaded up on a test server-server and midtier on the same box. The server is running great, and we have the miditier seemingly installed correctly (config page comes up fine). When we attempt to pull up a form, we get the logon page correctly, but when we supply the Demo username and password (we set a password), we keep getting Authentication Failed ARRERR 623. Anyone have any ideas on what I'm missing...seems to be something simple. Norm __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS as a development system
Rick - how do you know that training for ITSM won't be available until late September-ish? Did you hear this from BMC? All I've been able to get out of them is that training is coming soon. Does anyone out there know when training will be available (either WBT or in-person) for ITSM and/or Service Desk? Thanks, Greg -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, July 18, 2006 1:13 PM To: arslist@ARSLIST.ORG Subject: Re: ARS as a development system As soon as I saw ITSM 7, I knew that's the direction they were taking. ITSM 4-6 has been around for long enough that there are lots of people who know the app well enough to customize it. This version is not only new to us all, but is bigger. That gives BMC's own P.S. people a leg up on it over partners and in-house developers, especially since training won't be available until late September-ish, which means that for all practical purposes, the expertise won't be widespread until 2007. BMC is basing its business (and therefore sales) model on ITIL buy-in from the customer base. ITSM will get a customer to ITIL compliance far faster than a custom app set would, even if the developers were ITIL-trained. ITIL also works better in an integrated platform solution, which means more product sales. It's not like we can go out and build a discovery platform in ARS. We'd be hard-pressed to build ITSM 7 ourselves, which is not something we'd say about previous versions. So the decision point that some customers are at right now is whether ITIL is a standard that they will embrace now, or put off until later, or until something better comes along. ARS custom development will be a very strong alternative in those non-ITIL shops. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Powell Sent: Tuesday, July 18, 2006 12:24 PM To: arslist@ARSLIST.ORG Subject: Re: ARS as a development system Around two years ago now, I saw a shift in the Remedy/BMC sales staff who went from being very supportive of our custom ARS apps to suddenly start asking when are you going to switch over to ITSM? They seemed to have a list of talking points of why it would be better to use ITSM. It made sense to me that as a BMC/Remedy sales person you would encourage your customers to buy the app licenses on top of the ARS licenses because that was more $$ in the pocket, but I hoped it wasn't a true shift in the positioning of the ARS product line. Now that we are seeing RUG/BUG once again be very short on development topics, maybe there really is a shift within BMC/Remedy to push customers away from custom apps in ARS and onto ITSM. Of course they have always wanted us to buy the apps, but maybe this is a more conscientious shift in the positioning of the product. The release of ARS 7.0 was big news to us who follow it, but it didn't appear to me to be big news on the Remedy or BMC corporate websites (except the support site). The ITSM releases are touted. Even when you click through the websites for the BSM product line, you get to ITSM info fairly easily, but you have to dig deep to get to pure ARS details. In the old Remedy Corporation days, ARS was touted as the foundation to all things Remedy and was highlighted on the website. I think you are on to something, John, but I don't think it is necessarily people just deciding to do less development, but getting steadily encouraged to move to ITSM and other out-of-the-box solutions instead of do new, custom development. I think it has been a planned focus of the company for a while now (probably to grow their revenue), but for them to specifically say that publicly would certainly stir our pot as Remedy Developers. Has the rest of the community seen this, or do you think I'm way off on this one. I'd be really interested to hear more developer experiences on this topic. Mark Powell [EMAIL PROTECTED] On 7/3/06, John Sundberg [EMAIL PROTECTED] wrote: ** Excluding ITSM style applications - are any people doing NEW development on ARS for other business systems? It used to be quite common to build other apps in ARS - but I think it is dying off. If you are building them: - what kind of apps are they - how did it get justified to build in ARS - did you compare it to any other options - which ones - why did ARS win out Also - if you are not building apps - can you explain why. The reason I am asking: I am a longtime AR developer type - and it used to be very common to write apps on ARS - I just see less of it all the time. I am trying to find a pattern as to why - and then hopefully come up with a remedy for the issue:) (I have lots of reasons why I see less dev on ARS - but I am mostly looking for other people's opinion) Thanks, -John John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651)
Re: OT:How many Administartors does it take 2 ?
We use a customised Helpdesk and have over 700 support staff, 3200 sites and log in excess of 30 cases per year in helpdesk alone. AR has multiply plugins, including DEXTERRA, Altiris, internal LDAP, and links to numerous external vendors using EDI and external reporting to COGNOS. The over head is not in ARS administration but application admin. We have 1 fulltime ARS admin with a backup, and 6 application admin. We are looking at Version 7 as i write and the project may require addition ARS resources as this appear bigger then Ben Hur On 7/19/06, Susan Palmer [EMAIL PROTECTED] wrote: ** You are still providing too little information. If you're just doing maintenance Admin work, then one. The number of tickets doesn't matter that much in that situation. You are not providing version info but I'll assume 6+ so if you want to archive it's automated. Are the tickets all in one form. It doesn't take that long to create users. How many groups are involved? Are there special permission groups? Even that doesn't take that much extra time. You're not giving information on if you expect there to be additional modifications to the system. Theoretically, once it's modified and running, it just keeps on running. No work to be done there. Are you trying to provide info to a client or your own company? Looking to get additional admins? Help us if you want better answers. Susan On 7/18/06, Tom Hamill [EMAIL PROTECTED] wrote: ** OK let me try this again with the correct figures. I would like to find out on the average about how many ARS Administrators are needed to maintain a modified out of the box Help Desk system. The type of shops I would like hear from are ones that create 250,000- 300,000 tickets per year with about 175 concurrent users. Thank You again for you help,__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ARS as a development system
Everything I've seen and heard from various BMC sources has said late Q3, which translates (to me, anyway) to late September-ish. As with all things, it will be ready when it's ready. I'm as anxious as you are until then. I'm just playing with it, trying to learn it on my own. Rick From: Action Request System discussion list(ARSList) on behalf of Orndorff, Greg Sent: Tue 7/18/2006 6:02 PM To: arslist@ARSLIST.ORG Subject: Re: ARS as a development system Rick - how do you know that training for ITSM won't be available until late September-ish? Did you hear this from BMC? All I've been able to get out of them is that training is coming soon. Does anyone out there know when training will be available (either WBT or in-person) for ITSM and/or Service Desk? Thanks, Greg -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, July 18, 2006 1:13 PM To: arslist@ARSLIST.ORG Subject: Re: ARS as a development system As soon as I saw ITSM 7, I knew that's the direction they were taking. ITSM 4-6 has been around for long enough that there are lots of people who know the app well enough to customize it. This version is not only new to us all, but is bigger. That gives BMC's own P.S. people a leg up on it over partners and in-house developers, especially since training won't be available until late September-ish, which means that for all practical purposes, the expertise won't be widespread until 2007. BMC is basing its business (and therefore sales) model on ITIL buy-in from the customer base. ITSM will get a customer to ITIL compliance far faster than a custom app set would, even if the developers were ITIL-trained. ITIL also works better in an integrated platform solution, which means more product sales. It's not like we can go out and build a discovery platform in ARS. We'd be hard-pressed to build ITSM 7 ourselves, which is not something we'd say about previous versions. So the decision point that some customers are at right now is whether ITIL is a standard that they will embrace now, or put off until later, or until something better comes along. ARS custom development will be a very strong alternative in those non-ITIL shops. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Powell Sent: Tuesday, July 18, 2006 12:24 PM To: arslist@ARSLIST.ORG Subject: Re: ARS as a development system Around two years ago now, I saw a shift in the Remedy/BMC sales staff who went from being very supportive of our custom ARS apps to suddenly start asking when are you going to switch over to ITSM? They seemed to have a list of talking points of why it would be better to use ITSM. It made sense to me that as a BMC/Remedy sales person you would encourage your customers to buy the app licenses on top of the ARS licenses because that was more $$ in the pocket, but I hoped it wasn't a true shift in the positioning of the ARS product line. Now that we are seeing RUG/BUG once again be very short on development topics, maybe there really is a shift within BMC/Remedy to push customers away from custom apps in ARS and onto ITSM. Of course they have always wanted us to buy the apps, but maybe this is a more conscientious shift in the positioning of the product. The release of ARS 7.0 was big news to us who follow it, but it didn't appear to me to be big news on the Remedy or BMC corporate websites (except the support site). The ITSM releases are touted. Even when you click through the websites for the BSM product line, you get to ITSM info fairly easily, but you have to dig deep to get to pure ARS details. In the old Remedy Corporation days, ARS was touted as the foundation to all things Remedy and was highlighted on the website. I think you are on to something, John, but I don't think it is necessarily people just deciding to do less development, but getting steadily encouraged to move to ITSM and other out-of-the-box solutions instead of do new, custom development. I think it has been a planned focus of the company for a while now (probably to grow their revenue), but for them to specifically say that publicly would certainly stir our pot as Remedy Developers. Has the rest of the community seen this, or do you think I'm way off on this one. I'd be really interested to hear more developer experiences on this topic. Mark Powell [EMAIL PROTECTED] On 7/3/06, John Sundberg [EMAIL PROTECTED] wrote: ** Excluding ITSM style applications - are any people doing NEW development on ARS for other business systems? It used to be quite common to build other apps in ARS - but I think it is dying off. If you are building them: - what kind of apps are they - how did it get justified to build in ARS - did you compare it to any other options - which ones - why did ARS win out Also - if you are not
