Very slow Cache ReLoad

[Webster, Basil]

Hi All,

 

Our Dev Server Config:-

 

Single Server running App and db, Win 2000 SP4, SQL 2000 SP4, AR 6.3
Patch 18.

 

Question 1:- When running an ARSignal or reload, the server takes about
a day to populate the group_cache table. All during this time we get the
ARERR 92 Timeout but is usually accepted by the server. I have been
trying to find out why but no answers yet. I am hoping that someone else
has experienced the same thing and been able to resolve it. 

 

Question 2 - What I have also come across in various AR documentation is
to check the server_cache table and confirm that the server ID and name
is populated. This was not, so I manually set it. The documentation does
mention that the server name should be the same one as in the config
file. How does the server_cache table normally get populated and is it
critical that it does as I have just done the same check on our
production server and the table is blank too?

 

 

Regards,

 

Basil Webster

 

Remedy Developer

Siemens Business Services (Pty) Ltd 
* E-Mail:  [EMAIL PROTECTED]

* Tel:  +27 11 652 7523
* Fax: +27 11 652-7501 
* Mobile: +27 82 452 9389

 


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Re: "Submit" email creates many, many CR tickets off one e-mail!!

[Joel Sender]

It sounds like "ESP job-abend monitoring software" is reporting each time a 
ping goes unanswered.
Try filtering out the redundant notifications:

Filter #1, blank run-if, set fields from the current $SCHEMA$, qual = , set a char_field with 'entry_id', if no match 'set 
to $NULL$'

Filter #2, run-if char_field not $NULL$: action=ERROR

Execute on Submit. 


BTW: rumor has it that this was the first ARS app

Joel

Joel D. Sender
Director of Western Operations
QMX Support Services, Inc.
 www.QMXS.com
 [EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of GoDario27
Sent: Wednesday, November 15, 2006 2:30 PM
To: arslist@ARSLIST.ORG
Subject: "Submit" email creates many, many CR tickets off one e-mail!!

OK, I've got a doosie!  I've tested sending an e-mail that will create a
change request ticket and it has worked just fine - several times.

Last Friday, before I went out of town, I sent a test and it appeard to have
stopped the e-mail service (no notifications were going out at all) and I
didn't find out untill Monday afternoon.  In that time, it created tickets
and sent notifications for the same e-mail 2000+ times!!  These
notifications went to a group of about 20 people!!

I do not know how it was stopped, because I was out of town and my boss did
it.

Now I've retested this morning and it has created and sent notifications
about 20+ times and does not appear to be ending (although they seem less
frequent).

The only difference I can tell between the tests that worked and the ones
that are spawns of Satan, is that I requested that one of our techs set up
his ESP job-abend monitoring software to send the e-mail from his system to
the aradmin e-mail address.  His jobs failed, and afterward my tests went
hay-wire!

Anyone have any suggestions?  I have no idea what's going on and have tried
to contact Remedy support but so far havent heard from them.  I cannot see
anything unusual in any logs, do not see any unusual processes running, etc.
Remedy 6.3  CANNOT FIGURE OUT HOW TO STOP IT!  Even bounced the server and
they're still coming.

The timestamp in the return (confirmation) email shows the tickets created
seconds appart, even though it's hours later and they're just showing up in
Remedy and the confirmation/notification e-mails are timestamped the actual
time (hours/days later).

I am only passing required fields and summary/details

---

This is the email I send:

Schema: CHG:Change
Server: REME-AK-FIS
Login: randleslisa
Password: xx
Action: Submit
!Summary!: Job ED372C has failed with abend CCFAIL.
!Description!: Job ED372C in application ED372C gen# 627 has failed.
The JES job# is 752 which started at 08.05 2006NOV15.
The agent (if applicable) is .
!Job Name!: ED372C
!Category!: Configuration
!Type!: Job Failure
!Item!: Abend
!Case Type!: Incident
!Status!: New
!Priority!: Low
!24005!: REMESP
!24001!: REMESP
!Source!: Email
!Business Justification!: Defect
!Impact!: Low
!Supervisor Group+!: AK-FIS-OPS
!Emergency!: Yes

This is a copy of the "return" e-mail I get after the ticket is created:

Instruction: Submit
Instruction Number: 1
Instruction Template:
Change ID+: CHG0611150037
Submitted For: randleslisa
Create-date: Nov 15, 2006 9:59:22 AM
Assignee Login Name:
Last-modified-by: randleslisa
Modified-date: Nov 15, 2006 9:59:22 AM
Status: Assigned
Summary: THIS IS ONLY A TEST Job SWESP9TS has failed with abend JCLERROR.
15: New randleslisa Nov 15, 2006 9:59:22 AM
Assigned randleslisa Nov 15, 2006 9:59:22 AM
Business Justification: Defect
zTmp_wGlobal_CostCategory:
zTmp_Global_SLAExists:
Migrate Data:
zTmp Related Rec IDs:
zTmpTuesdayStartTime1:
zTmpHotlist1:
Estimated Total Time: 0
zTmpWorkMinutes:
zGTmpGroupMemberFlag:
Service:
Total Cost (Currency):
zTmpHotlist2:
zTmpShowMenuQual:
zTmpSatEndTime:
zTmpFridayEndTime:
zTmpThurEndTime:
zTmpWedEndTime:
zTmpTuesdayEndTime:
zTmpMondayEndTime:
zTmpSundayEndTime:
zTmpIntAutoStartTime:
zTmpSatStartTime:
zTmpFridayStartTime:
zTmpThurStartTime:
zTmpWedStartTime:
zTmpFridayEndTime1:
zTmpTuesdayStartTime:
zTmpMondayStartTime:
zTmpSundayStartTime:
PDAWAPItem: Abend
zTmp_wGlobal_CostType:
PDAWAPType: Job Failure
PDAWAPCategory: Configuration
zTmpEnableRelateAssetsPrompt:
Implementation Plan:
Backout Plan:
Test Plan:
zTmpCheckCHGDPN:
zTmpStatus:
zTmpSignatureStatus:
WIP Status:
zTmpMondayEndTime1:
WorkLog:
zTmpAdministratorGroupMember:
zTmpEscTimeToEscalate:
zTmpCostRecCount:
zTmpRelated_RecCount:
SLA_TADOccurred_tmp:
zTmpCheckingWhat?:
zTmpHoliday:
zTmpInt1:
zTmpEnDisBtn:
Application GUID:
zTmpNonEmergencyApprProc:
zTmpIntPlannedEndDate:
zTmpEmergencyApprProc:
zTmpIntPlannedStartDate:
zTmpCurrentUsersByAssets:
zTmpTotalUsersByAssets:
zOffice:
zTmpIntActualStartDate:
zTmpReadUsrInfo:
zTmpIntActualEndDate:
zTmpParentInstanceID:
zTmpAssignee listChunk:
zTempIndividual:
zTmpLastEntryId:
zTmpRelationCreated:
zTmpNumberOfMatches:
zTmpMatchCounter:
zYesNo:
zTmpFridayStartTime1:

Re: Diary Field + Crystal Reports

[remedy]

That was one of the first things I tried, but it didn't work.
I finally created a subreport for the diary field, and as long as it was placed
after the actual diary field (supressed) it worked fine, but took a little
longer to run.

Thanks for your suggestion

Les Ganton


> Hi Les,
> 
> This looks to be an ODBC problem, try to reinstall Remedy client and
> hopefully this would fix your problem.  Recently we have similar issue and I
> was able to resolve it by reinstall the client using 5.1.2 patch 1350.
> 
> 
> On 11/7/06, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
> >
> > Hello,
> > I am seeing something strange when I run a Crystal report that includes a
> > diary
> > field. Sometimes the first diary entry listed has the current timestamp
> > rather
> > than the actual time from the diary entry.
> >
> > Unfortunately I am on a 5.1.2 server unpatched and upgrading or patching
> > is not
> > an option right now.
> >
> > Does anyone have a solution to this other than upgrading?
> >
> > Thanks
> >
> > Les Ganton
> >
> >
> >
>
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> >
> 
>
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> 

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How to Open Existing HT when Change Resolved

[Susan Palmer]

Hi everyone,

I cannot seem to get past this issue and I'm sure it's right before my
eyes.  If you're familiar with Change Tasking you know that when all the
Tasks are closed the Change status moves to Resolved.  Sometimes we create
the Change from a Help Ticket via Related Items.  I have a field on the
Change that indicates that Help Ticket ID.

What I'm trying to do in certain instances based on a particular Category,
is when the final Task is closed related to a Change, and the system
modifies the Change status to Resolved, I want to display the Help Ticket.
It sounds pretty straight forward and in some instances I already do that
from the Task when it closes.

Of course I would prefer to use a filter but cannot figure out how to open
the HT via a filter.  I use an active link to do the Task to HT open and it
works fine.  But when I use the same principle in an active link the HT does
not open for the user.

I execute the AL on Modify (have also tried After Modify) and my run if is
'Status' = "Resolved" AND 'Help Ticket ID' != $NULL$ AND 'Category' =
"Customer" .  I've tried numerous Execution orders from low to high.  Using
a standard Open Window action, nothing out of the ordinary there.

I run logging (both AL and Filter) and do NOT see the AL at all.  It's true
that the way the Change gets to Resolved is via a filter
(CHG:TSK-SetChangeResolved02) and that happens in Phase 2 because a Push is
used to change the Change.  I see that in the logs as a SET.  On the Change
itself I see it was Last Modified by me.

I know that somehow I'm out of order in what I want to do but even some
Hershey's chocolate has not cleared my thinking.  Apparently a SET is not
really like a Modify in the obvious sense.

Can anyone help me ... please be gentle.

Thanks in advance,
Susan

Server:  ARS 5.1.2 Patch 1428
OS:  Windows NT 5.0  2CPU's 4G Memory
Database:  Oracle 9i2
User:  ARS 5.1.2 Patch 1316
User OS:  XP, NT, Win 2000
Admin:  ARS 5.1.2 Patch 1289
Crystal that created reports:  9


Susan Palmer
ShopperTrak
200 W Monroe St 11th Floor
Chicago, IL  60606
312-529-5325

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Re: Migration/Uprage from 5.01.02 to 7.01 (FIXED)

[Marquez Rankin]

The ARAdmin and dbo weren't synced in the original database.  All tables
created after 2003 were owned by ARAdmin but not dbo.  That was the
problem.  Support provided the following SQL script:


-- This script changes the object owner to DBO for all objects in the
ARSystem database
-- Use At your own risk, and please, have a current backup of your system
-- This must be run on the ARSystem database

-- declaration of all variables  needed for processing
declare @name varchar (50), @command varchar (100), @originaluid integer,
@originalowner varchar (100)

-- schema_cursor cycles through the schemaids in the arschema table
declare objectname_cursor cursor
for
select name, uid from sysobjects where (xtype = 'U' or xtype='V') and uid >
4 and uid < 100

SET NOCOUNT ON

--Processing begins -- Do not edit after this line unless you are an
experienced SQL programmer

open objectname_cursor

fetch next from objectname_cursor into @name,@originaluid

WHILE @@FETCH_STATUS = 0
begin
select  @originalowner=name from sysusers where [EMAIL PROTECTED]

-- Note that you set a variable with a select statement as seen immediately
below
select @command='sp_changeobjectowner
'+char(39)[EMAIL PROTECTED]'.'[EMAIL PROTECTED](39)+',
dbo'
print @command
exec (@command)

--


fetch next from objectname_cursor into @name,@originaluid

end


close objectname_cursor




deallocate objectname_cursor



On 11/15/06, strauss <[EMAIL PROTECTED]> wrote:


** If I understand you correctly, this is occurring at Step 4 when you try
to run the 7.0.01 upgrade installer against the restored 5.01.02 database
on a new machine? Support may have to look at the installer in that case -
keep in mind that the T### number assigned to any given table except User
and Group will be different from one install to the next. The 0.01installers 
for ARS components and applications have been nothing but trouble
so far. I wonder if you would have better luck installing the ARS 7.0upgrade to
5.01.02 first??? Also make sure that all of the db level permissions had
been updated on the restored 5.x environment and you could access that
system from User and Admin before running the upgrade installer.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
--
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Marquez Rankin
*Sent:* Wednesday, November 15, 2006 10:17 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Migration/Uprage from 5.01.02 to 7.01 (cant connect to
Remedy with clients)

** Thank you Mr. Strauss,

I did try this sequence and recieved the same upgrade error.  But upon
viewing the SQL install log, it shows the following Errors regarding T373
which I believe is 'AR System Email Mailbox Configuration'.

I have forwarded these results to Remedy Support.

Any course of action on these?  At the database level I assume?


/*   Tue Nov 14 17:56:57 2006 */  ALTER TABLE T373 ADD newencrypted102
varchar(255) NULL
/*   Tue Nov 14 17:56:57 2006 */  *** ERROR ***  Cannot find the object
"T373" because it does not exist or you do not have permissions. (SQL Server
4902)
/*   Tue Nov 14 17:56:57 2006 */  ROLLBACK TRANSACTION
/*   Tue Nov 14 17:56:57 2006 */  *** ERROR ***  The ROLLBACK TRANSACTION
request has no corresponding BEGIN TRANSACTION. (SQL Server 3903)
/*   Tue Nov 14 17:56:57 2006 */  OK
/*   Tue Nov 14 17:56:57 2006 */  ALTER TABLE T2 DROP COLUMN
newencrypted102
/*   Tue Nov 14 17:56:57 2006 */  *** ERROR ***  ALTER TABLE DROP COLUMN
failed because column 'newencrypted102' does not exist in table 'T2'. (SQL
Server 4924)
/*   Tue Nov 14 17:56:57 2006 */  ALTER TABLE user_cache DROP COLUMN
newencrypted102
/*   Tue Nov 14 17:56:57 2006 */  *** ERROR ***  ALTER TABLE DROP COLUMN
failed because column 'newencrypted102' does not exist in table
'user_cache'. (SQL Server 4924)
/*   Tue Nov 14 17:56:57 2006 */  ALTER TABLE T373 DROP COLUMN
newencrypted102
/*   Tue Nov 14 17:56:57 2006 */  *** ERROR ***  Cannot find the object
"T373" because it does not exist or you do not have permissions. (SQL Server
4902)
/*   Tue Nov 14 17:56:57 2006 */  DROP TABLE temp_102_upgrade
/*   Tue Nov 14 17:56:57 2006 */  OK
/*   Tue Nov 14 17:56:57 2006 */  CLOSE DATABASE
/*   Tue Nov 14 17:56:57 2006 */  SQL Trace Log -- OFF


On 11/14/06, strauss <[EMAIL PROTECTED]> wrote:
>
> ** I would expect you to have to do this:
>
>  1.  Backup the existing ARS 5.01.02 ARSystem db in SQL Server 2000 to
> file.
>  2.  Build a new system on ARS 5.01.02 and SQL Server 2000 (ARS 5 and 6
> will not install on SQL Server 2005)
>  3.  Restore the ARSystem database file and change db owner, giving you
> a clone of production
>  4.  Upgrade the clone system to ARS 7.00.01
>  5.  Upgrade the db to SQL Server 2005 and back up ARSystem to file -
> Or- back it up to file from SQL Server 2000 (SQL Server 2005 should be able
> to restore / upgrade a SQL Server 20

Re: Sybase table designations

[Nachi Govindasamy]

T,B and H all are tables. 

B for storing the attachment data. H for status
history.

View be created for each form same as form name (spl
characters will be replaced by _) for pulling the data
from its T table.

-Nachi


--- "Mahan, Janet L [EQ]" <[EMAIL PROTECTED]>
wrote:

> Can anyone tell me off the top of their head what
> the Remedy tables are in sybase?  I think the form
> is designated with a T but what are the B and H? 
> Are those views?
> 
> Janet L. Mahan
> Network Systems Management 
> Systems Admin II
> 941.766.6199
> [EMAIL PROTECTED]
> http://www.embarq.com/
> 
> 
> 
> 
>
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> UNSUBSCRIBE or access ARSlist Archives at
> www.arslist.org ARSlist:"Where the Answers Are"
> 



 

Sponsored Link

Online degrees - find the right program to advance your career.
Www.nextag.com

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Re: Mid-tier performance

[Easter, David]

It's not AR System 5.1.2 and it's not Tomcat 5.0.30 - but there is a
white paper on Tomcat performance as a plug-in vs. standalone in terms
of AR System 7.0.01 and Tomcat 5.5 available on the BMC support site:

http://www.bmc.com/supportu/documents/57/94/65794/65794.pdf 

-David J. Easter
Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L G Robinson
Sent: Thursday, November 16, 2006 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Mid-tier performance

Hi Folks,

I have a question about Mid-tier performance between the following two
configurations:

1. Running Tomcat server (version 5.0.30) as both the JSP server and
the web server.

2. Running Tomcat server (version 5.0.30) as the JSP server and Apache
as the web server, using the Tomcat-connector.

I have asked my local support folks and thay said "it depends on the
type of content that you are serving".

I presume that the Apache server is a better http server, but is that
outweighed by the overhead of having to ship everything through the
connector to get it to the JSP engine?

I am currently running it in the first configuration and it seems Ok
except that it is pretty sluggish. The mid-tier machine is not doing
anything else... completely unloaded. It is a development box that
someone has loaned me for testing.

Here are the specifics of the configuration:

ARS server 5.01.02 Patch 1313 on Sun Solaris 8 DB is Sybase 12.5.2, also
on Solaris 8.
Mid-tier 6.3 on a dual processor (each 2.8 Ghz.) Sun V65X 2 Gig of
RAM running Red Hat Enterprise Linux AS release 4 (Nahant Update 4)

Thanks for any insights you might have on this.

Larry Robinson   [EMAIL PROTECTED]
Information Technology Division
NC State University  919-515-5432 Voice
Raleigh, NC  27695-7109  919-513-1893 FAX


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Re: Sybase table designations

[Meyer, Jennifer]

H are the status history tables and B are the attachment tables.
Somebody correct me if I'm mistaken.

J Meyer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ]
Sent: Thursday, November 16, 2006 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Sybase table designations

** 

Can anyone tell me off the top of their head what the Remedy tables are
in sybase?  I think the form is designated with a T but what are the B
and H?  Are those views?

Janet L. Mahan
Network Systems Management
Systems Admin II
941.766.6199
[EMAIL PROTECTED]
http://www.embarq.com/   



__20060125___This posting was submitted with HTML in
it___

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Sybase table designations

[Mahan, Janet L [EQ]]

Can anyone tell me off the top of their head what the Remedy tables are in 
sybase?  I think the form is designated with a T but what are the B and H?  Are 
those views?

Janet L. Mahan
Network Systems Management 
Systems Admin II
941.766.6199
[EMAIL PROTECTED]
http://www.embarq.com/




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SUSE9 -- DB2

[Xchel]

Hello Listener.

This is a simple question to know the really kernell parameters on SUSE9 to 
obtain the best performance for ARS7.
some body have this enviroment SUSE9.

The problem is that i´ve one box with suse9 and other box with the db that is 
DB2. the first box have 32 GB on RAM, but when i start ARS and try to charge or 
install the CMDB 2.0 or other ITSM products just the ARS use 2GB and the 
installation is corrupt or crash. we think that the problem is with the 
configuration of SUSE9. 


Some body have this or similar configuration???

THANKS FOR ALL.

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Mid-tier performance

[L G Robinson]

Hi Folks,

I have a question about Mid-tier performance between the following two
configurations:

1. Running Tomcat server (version 5.0.30) as both the JSP server and
   the web server.

2. Running Tomcat server (version 5.0.30) as the JSP server and Apache
   as the web server, using the Tomcat-connector.

I have asked my local support folks and thay said "it depends on the
type of content that you are serving".

I presume that the Apache server is a better http server, but is that
outweighed by the overhead of having to ship everything through the
connector to get it to the JSP engine?

I am currently running it in the first configuration and it seems Ok
except that it is pretty sluggish. The mid-tier machine is not doing
anything else... completely unloaded. It is a development box that
someone has loaned me for testing.

Here are the specifics of the configuration:

ARS server 5.01.02 Patch 1313 on Sun Solaris 8
DB is Sybase 12.5.2, also on Solaris 8.
Mid-tier 6.3 on a dual processor (each 2.8 Ghz.) Sun V65X 2 Gig of
   RAM running Red Hat Enterprise Linux AS release 4 (Nahant Update 4)

Thanks for any insights you might have on this.

Larry Robinson   [EMAIL PROTECTED]
Information Technology Division
NC State University  919-515-5432 Voice
Raleigh, NC  27695-7109  919-513-1893 FAX

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Re: Update/Save button(Commit changes)

[Heider, Stephen]

Mathieu,
 
Add a separate active link just after the commit that either grabs the
lastid (when creating a new record) or the current request id (when
modifying an existing record).  Set the value to a tmp field. Use this
tmp field in the open window command in place of the lastid keyword.

HTH
Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mathieu Pitre
Sent: Thursday, November 16, 2006 3:31 PM
To: arslist@ARSLIST.ORG
Subject: Update/Save button(Commit changes)

Hi all,

I have a question concerning the commit change action.

I have a Update/Save button in my application which I use to submit and
save a request. I am using 4 actions within the active link:

1- Commit Changes
2- Open Window - Window Type = Modify
Qualification =  'Request ID' = $LASTID$ (To get the last saved entry)
3- Run Process = SET-CHANGE-FLAG 0 (To close the window without any
warning)
4- Close Window (To close the original window)

The problem is quiet simple. The behaviour is good when I sumbit the
entry
($LASTID$) but not when I do a modify(Update) because the $LASTID$ is
not applicable for the modify event.

Can I use something that will always work. Basicly I am trying to Submit
and Modify a record by clicking on a button(Update/Save) without getting
a blank form. I want to user to see the same entry once they click on
the Update/Save button. Is there something for last modified entry?

Mathieu Pitre


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Update/Save button(Commit changes)

[Mathieu Pitre]

Hi all,

I have a question concerning the commit change action.

I have a Update/Save button in my application which I use to submit and 
save a request. I am using 4 actions within the active link:

1- Commit Changes
2- Open Window - Window Type = Modify
Qualification =  'Request ID' = $LASTID$ (To get the last saved entry)
3- Run Process = SET-CHANGE-FLAG 0 (To close the window without any warning)
4- Close Window (To close the original window)

The problem is quiet simple. The behaviour is good when I sumbit the entry
($LASTID$) but not when I do a modify(Update) because the $LASTID$ is not 
applicable for the modify event.

Can I use something that will always work. Basicly I am trying to Submit 
and Modify a record by clicking on a button(Update/Save) without getting a 
blank form. I want to user to see the same entry once they click on the 
Update/Save button. Is there something for last modified entry?

Mathieu Pitre

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incoming emails

[Blodgett, Jamie]

Ok list . . . I need some help.  I've setup the Remedy Email engine.  All 
notifications/emails going out are working great.  And MOST emails coming in 
are working as well.  However, the following scenario is NOT working:

An email comes into the AR System Email Messages form.  The original email was 
in HTML format.  The plain text version of the email has the following text.  
This plain text version is what is used in the Problem Description in the 
Helpdesk Case (auto generated via workflow).  Notice the html link has been 
broken by line returns.  This is happening after 72 characters.  We've been 
using Remmail for years and are trying to convert all our Inboxes to Remedy 
Email.  However, this is an issue for our helpdesks not being able to easily 
click the link (I know, easy work-a-round). Remedy support is looking into it 
VERY slowly.   Any ideas why the line break is inserted?

A Supplier Detail (CM) form for CLEANAWAY has been forwarded to you for
your actioning.

Please click here

<   
http://www.readymix.com.au/redirect.asp?goto=http://forms.csra.com/Defa
ult.aspx%3fformname%3dsdfcm5%26id%3d5ef4b4d3-2fba-4284-bc69-8dcfaea0a083
%26StepNo%3d1> to action it. 


 
Thanks, 
Jamie Blodgett 
Rinker Materials Corp. 

ARS 6.3 p18  (Remedy email installed on ARS server, HPUX - not windows)  
HPUX 11.11 
Oracle 10g w/9i libraries 
Midtier 6.3 p18 
Clients mixed 5.12 & 6.3 p18 


 


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bmcSupport Website Alert - Maintenance Scheduled

[Susan Palmer]

*Maybe you haven't been to the website in a few days but today the following
notice appears:*
**
*SCHEDULED OUTAGE
*The Support Website will be unavailable from approximately 19:00 CDT (GMT –
06:00), November 17th until 17:00 CDT (GMT – 06:00), November 19th.
Applications impacted include: Issue Management, Knowledge Base, Licensing
and Passwords, and My Support Profile. If you need immediate assistance,
please call your local *Support
Center*

On November 19, 2006, BMC will introduce changes to the Customer Support Web
portal. *Valid, non-expired support contracts will be required for access to
support services.*


November 19, 2006 BMC goes live with a new customer support Web site and
support solution that is based upon BMC Remedy technology.



*A Support Contract Number for a non-expired Support Contract is required
for you to access secure areas of the Web site. You will not be able to
submit issues through the Web if your Support Contract is expired.  Support
Contract IDs are required for the following:*

  - After registering on the Web site for the first time, you must
  "subscribe" to support using the Support Contract ID number and pin/password
  to access secure areas such as Issue creation and tracking and the Knowledge
  Base.
  - In the subject line of an email to [EMAIL PROTECTED] or the
  email will be automatically rejected.
  - To access support services by telephone.

--

*Browser Requirements*
To utilize the New BMC Support Central, you will need to deactivate pop-up
blockers and ensure you are using one of the following browsers:

  - Internet Explorer version 6 or higher
  - Netscape version 7.2 or higher
  - Mozilla version 1.7 or higher

--

*Email addresses for Support*
[EMAIL PROTECTED] – This is a low priority email address. General
questions and requests for Support IDs should be submitted to this address.
Do not submit issues needing immediate attention to this email address.

[EMAIL PROTECTED] – If you have a technical issue needing immediate
attention and cannot access the Web site, call for support or use this email
address. Put the Support ID in the subject line (ex. SupID1244).
--

*What is a primary Support Contract ID?*
Support ID and Support Contract ID are the same as the Support Contract
Number located on your Order Acknowledgement Letter or Renewal Quote.
Some customer organizations possess multiple Support Contract IDs because of
billing preferences. To make the transition as smooth as possible for you,
we have selected a single Support Contract ID to associate with your company
and thus, to your contact information. You only need the single ID to access
the support system. However, the others are necessary for financial
purposes. You may associate other Support Contract IDs to your account to
access the system.
--

*Where can I get my Support Contract ID?*
If you cannot locate your Support Contract ID, submit a request for a
Support Contract ID to [EMAIL PROTECTED] using your company email
address. Please put the words "Support Contract ID" in the subject line.
Provide your name and your company's name and any pertinent information
about your company, such as other names it may go by, name changes, or
acquisitions in the last several years.
--

*How has logging into the Support Web site changed?*
If you currently have a login User ID and password on our Customer Support
Web site (www.bmc.com/support_home), you should be able to log into the new
Web site with your current User ID and password without having to subscribe
for support using your Support ID and contract password/pin.

If you obtained support through both supportweb.remedy.com and
bmc.com/support_home, your User ID will be the e-mail address that is
currently attached to your bmc.com/support account. Your password will be
the password associated to the bmc.com/support account.

If you obtained support via the BMC Remedy SupportWeb (
http://supportweb.remedy.com), you will use the e-mail address that
currently is attached to your supportweb.remedy.com account as your User ID.
Your login password has not changed.  If you only have a Developer Role, or
if your account is inactive, you will have to register on our new Web site
and subscribe for Support using your Support Contract ID and contract
password/pin before you will be able to access secure areas.
If you need assistance with your password, be prepared to answer the
following two questions and we will provide your password:

  - What is your company's postal zip code?
  - What is your User ID?

If you are new to the BMC website, you will have to register on the site and
subscribe for support using your Support Contract ID and associated
password/pin. Subscription allows you to access secure pages, which permit
you to search the knowled

Re: Change the $OPERATION$ of a form with workflow

[Robert Molenda]

The same workflow would work on Mid-Tier, however it is best if all the
"links" (url / buttons / ...) are coded to bring the form up in the
'expected' mode.

 

For example if you have a start page (like the Home page), add buttons
for each specific function needed

 

Ticket Search

Ticket Create

 

Yes, it doubles (or triples) the Buttons, but it is quicker and less
awkward than clicking a button, seeing a window "flash up, close, and a
new one open"...

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 501 6310 
Fax: +1 408 501 2410 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wixson Carolyn L PSNS
Sent: Thursday, November 16, 2006 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change the $OPERATION$ of a form with workflow

 

Wow! The timing on this one was great! I was just about to ask the same
question. I don't want the Consoles opened in Search, only in New. (It
bugs me to see the Advanced Search show where it really cannot be used.)
I will try your suggestion.

 

Related Question: It seems that the default mode for opening a form on
the mid-tier is "Search". Is there any way to change this default mode
to "New" without setting it in the URL each time? (Apologies if this
should be on a different thread.)

 

Thanks!

 

Carolyn

 -Original Message-
From: Robert Molenda [mailto:[EMAIL PROTECTED]
Sent: Thursday, November 16, 2006 8:52
To: arslist@ARSLIST.ORG
Subject: Re: [ARSLIST] Change the $OPERATION$ of a form with workflow

** 

You cannot directly change the operation, but you can recode the
application to:

 

Active Link on Window Loaded/Display

Test $OPERATION$

If not the mode you want "MODIFY/DIALOG/.."

Perform the "open window action" for the correct mode + view

Close the current window.

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 501 6310 
Fax: +1 408 501 2410 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 





From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Melanie Snayer
Sent: Thursday, November 16, 2006 3:10 AM
To: arslist@ARSLIST.ORG
Subject: Change the $OPERATION$ of a form with workflow

 

** 

Hey Guys

 

I'm not sure whether this is me taking a long shot or not but I
need to know whether the $OPERATION$ of a form can be modified with
workflow.

 

Is this possible? If so please help me with it.

 

Regards

Mel

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Re: Why do I have to restart ServletExec?

[Robert Molenda]

Hum, dump file = hard crash.

 

Ensure you have enough free space in the 'TEMP' directory, and on the
drive where the log files are stored for ServletExec.

 

Did anything show in the event log for the time? And how about any IIS
error logs?

 

Interesting...

 

What JDK Version?

What IIS Version?

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 501 6310 
Fax: +1 408 501 2410 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ]
Sent: Thursday, November 16, 2006 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Why do I have to restart ServletExec?

 

I couldn't find any errors for the time it went down.  There was a core
file in the ServletExecAS directory at the approximate time but may not
be related.

 

Janet Mahan 
941.766.6199 
[EMAIL PROTECTED] 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: 15 November, 2006 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Why do I have to restart ServletExec?

 

What do the ServletExec logs show at the time it does not work?

 

We have adjusted the memory allocation to > 1GB because of malloc
errors...

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 501 6310 
Fax: +1 408 501 2410 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mahan, Janet L [EQ]
Sent: Wednesday, November 15, 2006 6:02 AM
To: arslist@ARSLIST.ORG
Subject: Why do I have to restart ServletExec?

 

We have recently started using the mid-tier for certain groups to access
Remedy.  There have been a couple of times that they have reported
problems getting into Remedy.  I restart ServletExec and they can get
in.  I am not familiar enough with apache to know if this is common.  I
have tried searching the web but no answers.  Has anyone else had this
issue and found the cause?

Our ARS server is 6.00.01 patch 1351 and our mid-tier is 

Version 6.00.01 patch 1490 RTDB1132385031106   

   
Janet L. Mahan

Network Systems Management 

Systems Admin II

941.766.6199

[EMAIL PROTECTED]

http://www.embarq.com/

 

__20060125___This posting was submitted with HTML in
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Re: Multiple home page windows for user

[Dwayne Martin]

Thanks, Fred.

The problem seems to be in a faulty launching icon.  I've
asked the guy to dig it out of the recycle bin and see what
the "Properties" say, but he doesn't have time to do it just now.

Dwayne

 Original message 
>Date: Thu, 16 Nov 2006 12:44:42 -0600
>From: "Grooms, Frederick W" <[EMAIL PROTECTED]>  
>Subject: Re: Multiple home page windows for user  
>To: arslist@ARSLIST.ORG
>
>Look to see if he has the "Save Window Workspace" on Exit set.  
>
>Do This...   
> Have him log in   
> Go To  Tools -> Options -> General Tab   
>   Turn ON the Save Window Workspace   
> Close all Remedy form windows   
> Close the User Tool   
> Have him log in   
> Close all Remedy form windows   
> Go To  Tools -> Options -> General Tab   
>   Turn OFF the Save Window Workspace   
> Close the User Tool   
>
>He should then be fine
>
>Optionally you could clean up the ar.ini file manually (while
he is not
>logged in)
>
>Fred
>
>-Original Message-
>From: Action Request System discussion list(ARSList)
>[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
>Sent: Thursday, November 16, 2006 12:24 PM
>To: arslist@ARSLIST.ORG
>Subject: Multiple home page windows for user
>
>Here's a stumper for you.
>
>When our Remedy users log in, a control panel opens as the
home page-
>except for one user.  When he logs in, an obsolete control
panel that
>nobody uses anymore appears, then about 9 (the number keeps
growing)
>windows of the correct control panel.  This just started
happening.  All
>his settings are correct as far as I can see, including the
"Home Page"
>panel of the "Options" window.  We also have the correct home
page set
>in "Server Information/Configuration/Default Home Page."
>
>If he moves to a different machine, or if someone else logs
in on his
>machine, everything works properly.
>
>We uninstalled and reinstalled the User tool, and at first it
seemed to
>cure the problem.  But now it is happening again.
>
>Gremlins?  Demon possession?  I am stumped. 
>
>(ARS 6.3, HPUX 11 server, Oracle 9.2 db)
>
>
>Dwayne Martin
>Computing Support
>James Madison University
>
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ARSlist:"Where the Answers Are"

Dwayne Martin
Computing Support
James Madison University

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Re: Multiple home page windows for user

[Mark VO]

It sounds like a separate home directory exist for each user and the cached
forms for the user in question are corrupt. Have the user log into the ws
where the problem is occurring, then go to tools, preference and check the
home directory (with 7.x the default it: C:\Documents and
Settings\[userloginnamehere]\Application Data\AR System\Home). Next, delete
all the form cache folders..but DON'Tdelete the arcmds forlder because
macro are stored there. Then have the user login again and try the forms.

Thanks,



|-+>
| |   Dwayne Martin|
| |   <[EMAIL PROTECTED]|
| |   >|
| |   Sent by: "Action |
| |   Request System   |
| |   discussion   |
| |   list(ARSList)"   |
| |   <[EMAIL PROTECTED]|
| |   ORG> |
| ||
| ||
| |   11/16/2006 12:24 |
| |   PM   |
| |   Please respond to|
| |   arslist  |
| ||
|-+>
  
>--|
  | 
 |
  |   To:   arslist@ARSLIST.ORG 
 |
  |   cc:   
 |
  |   bcc:  
 |
  |   Subject:  Multiple home page windows for user 
 |
  
>--|




Here's a stumper for you.

When our Remedy users log in, a control panel opens as the
home page- except for one user.  When he logs in, an obsolete
control panel that nobody uses anymore appears, then about 9
(the number keeps growing) windows of the correct control
panel.  This just started happening.  All his settings are
correct as far as I can see, including the “Home Page” panel
of the “Options” window.  We also have the correct home page
set in “Server Information/Configuration/Default Home Page.”

If he moves to a different machine, or if someone else logs in
on his machine, everything works properly.

We uninstalled and reinstalled the User tool, and at first it
seemed to cure the problem.  But now it is happening again.

Gremlins?  Demon possession?  I am stumped.

(ARS 6.3, HPUX 11 server, Oracle 9.2 db)


Dwayne Martin
Computing Support
James Madison University

-
The information in this message may be proprietary and/or
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you are hereby notified that any dissemination, distribution or
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received this communication in error, please notify First Data
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computer.

Re: Change the $OPERATION$ of a form with workflow

[Wixson Carolyn L PSNS]

Wow! The timing on this one was great! I was just about to ask the same
question. I don't want the Consoles opened in Search, only in New. (It bugs
me to see the Advanced Search show where it really cannot be used.) I will
try your suggestion.
 
Related Question: It seems that the default mode for opening a form on the
mid-tier is "Search". Is there any way to change this default mode to "New"
without setting it in the URL each time? (Apologies if this should be on a
different thread.)
 
Thanks!
 
Carolyn

 -Original Message-
From: Robert Molenda [mailto:[EMAIL PROTECTED]
Sent: Thursday, November 16, 2006 8:52
To: arslist@ARSLIST.ORG
Subject: Re: [ARSLIST] Change the $OPERATION$ of a form with workflow



** 

You cannot directly change the operation, but you can recode the application
to:

 

Active Link on Window Loaded/Display

Test $OPERATION$

If not the mode you want "MODIFY/DIALOG/.."

Perform the "open window action" for the correct mode + view

Close the current window.

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 501 6310 
Fax: +1 408 501 2410 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Melanie Snayer
Sent: Thursday, November 16, 2006 3:10 AM
To: arslist@ARSLIST.ORG
Subject: Change the $OPERATION$ of a form with workflow

 

** 

Hey Guys

 

I'm not sure whether this is me taking a long shot or not but I need to know
whether the $OPERATION$ of a form can be modified with workflow.

 

Is this possible? If so please help me with it.

 

Regards

Mel

__20060125___This posting was submitted with HTML in
it___ 

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it___ 


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Re: Multiple home page windows for user

[Grooms, Frederick W]

Look to see if he has the "Save Window Workspace" on Exit set.  

Do This...   
 Have him log in   
 Go To  Tools -> Options -> General Tab   
   Turn ON the Save Window Workspace   
 Close all Remedy form windows   
 Close the User Tool   
 Have him log in   
 Close all Remedy form windows   
 Go To  Tools -> Options -> General Tab   
   Turn OFF the Save Window Workspace   
 Close the User Tool   

He should then be fine

Optionally you could clean up the ar.ini file manually (while he is not
logged in)

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Thursday, November 16, 2006 12:24 PM
To: arslist@ARSLIST.ORG
Subject: Multiple home page windows for user

Here's a stumper for you.

When our Remedy users log in, a control panel opens as the home page-
except for one user.  When he logs in, an obsolete control panel that
nobody uses anymore appears, then about 9 (the number keeps growing)
windows of the correct control panel.  This just started happening.  All
his settings are correct as far as I can see, including the "Home Page"
panel of the "Options" window.  We also have the correct home page set
in "Server Information/Configuration/Default Home Page."

If he moves to a different machine, or if someone else logs in on his
machine, everything works properly.

We uninstalled and reinstalled the User tool, and at first it seemed to
cure the problem.  But now it is happening again.

Gremlins?  Demon possession?  I am stumped. 

(ARS 6.3, HPUX 11 server, Oracle 9.2 db)


Dwayne Martin
Computing Support
James Madison University

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Re: Mid Tier and Resource on Same Server

[Simmons, Theodore J.]

The mid Tier users would mostly be requestors submitting their own
incidents; this would be for a group of about 5000, althought there is a
charge to limit the client ONLY to the Service desk.

There are about 135 remedy client users producing 40 tickets or so an
hour producing approx 6400 tickets/month, and 1000 change/tasks a month

There are 2 integrations running on escalations/view forms.






-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Sundberg
Sent: Thursday, November 16, 2006 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

Just wondering - could you give us some usage statistics like:

- how many web users (Mid-Tier) / hour you have (how many tickets/ 
modifications)
- how many Remedy client users / hour you have (hom many tickets/ 
modifications)
- how many integrations you have

The reason is - that it sounds like you have some experience in your  
system to drive your requirements - it would be nice to get a feel  
for your user size.

Thanks,

-John





John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]




On Nov 16, 2006, at 9:43 AM, strauss wrote:

No kidding - I've got 10gb RAM and dual opterons under both SQL Server
2005 and the AR server 7.0.01 (separate servers now, but originally
shared during our early testing) and I am ordering another box equally
strong for mid-tier because the 6gb RAM dual Xeon machine I have
mid-tier on right now is inadequate to the task. This is definitely
hogzilla software when it comes to hardware resources. And yes, these
are all HP DL385s but storage is local or attached SCSI, not SAN.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Thursday, November 16, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

That was my first reaction as well.  I'm glad Rick spoke up first.  7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less than
4 GB of RAM, and for your usage, I would think even that to be probably
on the low end of acceptable.  Who would build an 8x server with just 1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them.

Rick

On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote:

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
applications on the same server with the below configuration?
The
alternative would be to use one of the below configurations for
Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor
to the
greater corporate environment of 5000 users. The server would be
a
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet


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Multiple home page windows for user

[Dwayne Martin]

Here's a stumper for you.

When our Remedy users log in, a control panel opens as the
home page- except for one user.  When he logs in, an obsolete
control panel that nobody uses anymore appears, then about 9
(the number keeps growing) windows of the correct control
panel.  This just started happening.  All his settings are
correct as far as I can see, including the “Home Page” panel
of the “Options” window.  We also have the correct home page
set in “Server Information/Configuration/Default Home Page.”

If he moves to a different machine, or if someone else logs in
on his machine, everything works properly.

We uninstalled and reinstalled the User tool, and at first it
seemed to cure the problem.  But now it is happening again.

Gremlins?  Demon possession?  I am stumped. 

(ARS 6.3, HPUX 11 server, Oracle 9.2 db)


Dwayne Martin
Computing Support
James Madison University

OT: Support site scheduled outage FYI

[Tony Worthington]

FYI, posted on BMC/Remedy Support Central:

SCHEDULED OUTAGE

The Support Website will be unavailable from approximately 19:00 CDT, 
November 17th until 17:00 CDT, November 19th. Applications impacted 
include: Issue Management, Knowledge Base, Licensing and Passwords and My 
Support Profile. If you need immediate assistance, please call your local 
Support Center. 

-- 
Tony Worthington
[EMAIL PROTECTED]
262-703-5911

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Re: Why do I have to restart ServletExec?

[Mahan, Janet L [EQ]]

** 

I couldn't find any errors for the time it went down.  There was a core file in 
the ServletExecAS directory at the approximate time but may not be related.

 

Janet Mahan 
941.766.6199 
[EMAIL PROTECTED] 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Robert Molenda
Sent: 15 November, 2006 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Why do I have to restart ServletExec?

 

What do the ServletExec logs show at the time it does not work?

 

We have adjusted the memory allocation to > 1GB because of malloc errors...

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 501 6310 
Fax: +1 408 501 2410 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Mahan, Janet L [EQ]
Sent: Wednesday, November 15, 2006 6:02 AM
To: arslist@ARSLIST.ORG
Subject: Why do I have to restart ServletExec?

 

We have recently started using the mid-tier for certain groups to access 
Remedy.  There have been a couple of times that they have reported problems 
getting into Remedy.  I restart ServletExec and they can get in.  I am not 
familiar enough with apache to know if this is common.  I have tried searching 
the web but no answers.  Has anyone else had this issue and found the cause?

Our ARS server is 6.00.01 patch 1351 and our mid-tier is 

Version 6.00.01 patch 1490 RTDB1132385031106   

   
Janet L. Mahan

Network Systems Management 

Systems Admin II

941.766.6199

[EMAIL PROTECTED]

http://www.embarq.com/

 

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Re: Custom form logging help desk ticket

[Lisa Schroer]

Populating the Assignee Login Name and Assigned to Individual+ fields
worked.  Thank you!

Stephen, I'll take a look at that log tool, it looks really cool.  Thanks!

On 11/16/06, Heider, Stephen <[EMAIL PROTECTED]> wrote:


Lisa,

There is a free tool named BareTail (http://www.baremetalsoft.com/) that
I use frequently.  It allows you to view the active link log as it
generates in real time.  The tool is similar to AR Log Display but also
works with server log files (actually, any text file).

The thread "OT: AR Log Display Alternative" from Aug 29 has addl
details.


Stephen


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, November 15, 2006 9:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Custom form logging help desk ticket

Lisa,

Now that you know that Active link logging exists use that tool to
the most!

See what happens when you "pick a name from the drop-down menu". ( There
likely are other fields being set by active links or something that you
can do before the push action to make it work out ok.)

Another option would be to add other workflow to the target form that
will "do what happens when you pick a name from the menu" during the
push action too. (Which could be active link(s) or maybe even
filter(s).)

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

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



On 11/15/06, Lisa Schroer <[EMAIL PROTECTED]> wrote:
> ** I didn't know the active link logging existed.  I told you I was
> new at this! :-)  I turned on active link logging, and it is the Push
> Fields link that it doesn't like.  I think it is the data going to the
"Individual+"
> field in the HPD form that is making it unhappy.  I went to a new help

> desk ticket and tried assigning a ticket using a username and it gave
> me the same error.  I have to pick my name out of the drop-down menu
for it to work.
>
> So, I'm thinking I might have to do an active link that pushes fields
> to a ticket, and let it assign the ticket to it's default group.  Then

> do an escalation that closes the ticket.  What do you think?



> > > > On 11/13/06, Lisa < [EMAIL PROTECTED]> wrote:
> > > >
> > > > > Hi All!
> > > >
> > > > > I am new to the Remedy development/administration field.  I am

> > > > > a
> help
> > > > > desk analyst and saw some opportunities to use Remedy for some

> > > > > of
> our
> > > > > day to day paperwork, so I started developing custom apps.
> > > > > It's
> been
> > > > > an on-my-own, trial and error process, so there is still SO
> > > > > much I don't know.  Please forgive me for not catching on
> > > > > immediately, I am still really new to this.
> > > >
> > > > > I created a new application for employee terminations.  It has

> > > > > a
> custom
> > > > > form that a help desk analyst will fill out and submit.  That
> > > > > data
> is
> > > > > stored for audits, and an Exchange DL is sent an email
> > > > > notifying the members an employee's accounts have been
> > > > > terminated.  All that
> works, I
> > > > > just have one more piece I would like to fix.  I want that
> > > > > form, on submit, to automatically open a helpdesk ticket,
> > > > > assign it to the submitter, and then resolve it.
> > > >
> > > > > Any ideas on how to go about this?
> > > >
> > > > > Thanks,
> > > > > Lisa


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Remedy server version

[John Sundberg]

Anybody still using Remedy ARS older than 5.1.2? (Remedy engine - not  
Helpdesk)


Just wondering if that is the current low end for 95% of the community

Thanks,

-John


John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]





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Re: Mid Tier and Resource on Same Server

[John Sundberg]

Just wondering - could you give us some usage statistics like:

- how many web users (Mid-Tier) / hour you have (how many tickets/ 
modifications)
- how many Remedy client users / hour you have (hom many tickets/ 
modifications)

- how many integrations you have

The reason is - that it sounds like you have some experience in your  
system to drive your requirements - it would be nice to get a feel  
for your user size.


Thanks,

-John





John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]




On Nov 16, 2006, at 9:43 AM, strauss wrote:

No kidding - I've got 10gb RAM and dual opterons under both SQL Server
2005 and the AR server 7.0.01 (separate servers now, but originally
shared during our early testing) and I am ordering another box equally
strong for mid-tier because the 6gb RAM dual Xeon machine I have
mid-tier on right now is inadequate to the task. This is definitely
hogzilla software when it comes to hardware resources. And yes, these
are all HP DL385s but storage is local or attached SCSI, not SAN.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Thursday, November 16, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

That was my first reaction as well.  I'm glad Rick spoke up first.  7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less than
4 GB of RAM, and for your usage, I would think even that to be probably
on the low end of acceptable.  Who would build an 8x server with just 1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them.

Rick

On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote:

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
applications on the same server with the below configuration?
The
alternative would be to use one of the below configurations for
Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor
to the
greater corporate environment of 5000 users. The server would be
a
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet


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Re: Change the $OPERATION$ of a form with workflow

[Robert Molenda]

You cannot directly change the operation, but you can recode the
application to:

 

Active Link on Window Loaded/Display

Test $OPERATION$

If not the mode you want "MODIFY/DIALOG/.."

Perform the "open window action" for the correct mode + view

Close the current window.

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 501 6310 
Fax: +1 408 501 2410 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Melanie Snayer
Sent: Thursday, November 16, 2006 3:10 AM
To: arslist@ARSLIST.ORG
Subject: Change the $OPERATION$ of a form with workflow

 

** 

Hey Guys

 

I'm not sure whether this is me taking a long shot or not but I need to
know whether the $OPERATION$ of a form can be modified with workflow.

 

Is this possible? If so please help me with it.

 

Regards

Mel

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Re: Running script from within Active Link @@: ERROR / Windows 2003

[Jack Samson]

All,

I am trying to run a perl script from an Active Link and it always errors 
out. I have attempted to run it from a .bat file and directly from the perl 
script itself.  It runs without error from the command line.  I am running 
on a Windows 2003 server.


I run it with the following:

Set Field

Character Field
$PROCESS$ @@:C:\Perl\apis\test.bat


The test.bat has the following:

C:\perl\bin\perl.exel C:\Perl\apis\CreateEntry.pl


I get the following ERROR:

Set fields active link running a process failed

C:\WINDOWS\system32>C:\perl\bin\perl C:\Perl\apis\CreateEntry.pll  (ARERR 
1603)


Why is it giving me the C:\WINDOWS\system32 path?

I tried to Cd in the bat file, but that did not work.  Any help would be 
aprreciated!


ARS 6.03 Patch 18
Windows 2003 Server
SQL

Regards,

Jackson

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Re: Mid Tier and Resource on Same Server

[strauss]

You will want to download the white paper on what BMC recommends for
server configurations titled "Sizing and Capacity Planning for ITSM and
CMDB." It is from their new benchmarking group - they presented a server
sizing session at UserWorld that convinced me to split the database to a
third server. As I recall, BMC Remedy has contended that the mid-tier
needs a dedicated hardware resource since 5.x, and each newer release
has needed even more horses to pull it than the last.

I would consider an 8 processor 8 gb RAM HP server to be powerful enough
- I personally would prefer 4 processors and 12gb or more of RAM if it
was me. I only have dual Opteron processors in the DL385s (Win2K3 treats
them as four processors) so you must be looking at bigger boxes. Is your
database going to be on the same box or remote? If it is remote then you
could conceivably run ARS and mid-tier (and the apps, and flashboards,
etc., plus RKM and Crystal... The list goes on) on a single, _very_
strong machine like you have described, only I would want more RAM. As
Rick pointed out, you might have some security issues with having it all
on the same box, but if the db is elsewhere then they are not quite as
serious.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Simmons, Theodore J.
Sent: Thursday, November 16, 2006 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

So is it recommended keeping the two separate MID Tier and Resource? 

On another note, I did confirm that the configurations originally posted
were a typo.

Would a 8 processor 8 GB RAM HP Server be good for both?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, November 16, 2006 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

No kidding - I've got 10gb RAM and dual opterons under both SQL Server
2005 and the AR server 7.0.01 (separate servers now, but originally
shared during our early testing) and I am ordering another box equally
strong for mid-tier because the 6gb RAM dual Xeon machine I have
mid-tier on right now is inadequate to the task. This is definitely
hogzilla software when it comes to hardware resources. And yes, these
are all HP DL385s but storage is local or attached SCSI, not SAN.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/ -Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Thursday, November 16, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

That was my first reaction as well.  I'm glad Rick spoke up first.  7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less than
4 GB of RAM, and for your usage, I would think even that to be probably
on the low end of acceptable.  Who would build an 8x server with just 1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them. 
 
Rick
 
On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote: 

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
applications on the same server with the below configuration?
The 
alternative would be to use one of the below configurations for
Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor
to the
greater corporate environment of 5000 users. The server would be
a 
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or 

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet


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Re: CMDB and naming conventions

[Jason Miller]

Thanks Brain and Cindy. I read the Extending the CDM white paper for 1.1 and
didn't find anything about Namespaces just to create your classes with a
prefix other then "BMC_". I didn't think about looking the 2.x one for more
ideas.

Jason

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cindy Sapochetti
Sent: Thursday, November 16, 2006 6:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB and naming conventions

Jason, 

We create new classes in our own namespace.  In the CMDB2.0 Concepts & Best 
Practices Guide - it recommends this as a best practice

Here's the snippet:
"Whenever you extend the data model, you should use your own namespace
instead of BMC.CORE. This prevents your extensions from being overwritten
by new BMC classes when you upgrade to a future version of the CDM.
When creating namespaces, use the naming convention
COMPANYNAME.PURPOSE. For example, if the Acme Company created a set of
classes for storing data about buildings and other facilities-related CIs, 
they might store them in the namespace ACME.FACILITIES."

Hope this helps!
Cindy

On Wed, 15 Nov 2006 12:19:08 -0800, Jason Miller <[EMAIL PROTECTED]> 
wrote:

>Hi all,
>
>
>
>I am wondering what people are using for naming conventions when adding
>classes to the CMDB. There is the convention of adding a plus sign to the
>beginning of homegrown forms (and workflow). This doesn't appear to be an
>option when using the Class Manager unless you create a new Namespace
>starting with a plus.
>
>
>
>So here is the poll.
>
>
>
>1)   If you use the BMC Namespace how do you name your classes to
>indicate they are homegrown?
>
>2)   Does anybody create their own Namespace for their custom CMDB
>classes?
>
>
>
>Jason
>
>
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Re: Mid Tier and Resource on Same Server

[Don McClure]

Multiple processors are most effective in multi-threaded environments--
which should help with all those packages(I believe Rick Cook's
comments
are well-positioned on this point, including workload of separating
these
packages onto separate hardware platforms).  However, I cannot see 8
Gb
as sufficient for reasonable performance for *all*, when 6 Gb is
marginal
for the Web services alone. YMMV.

Don W. McClure, P.E.
Systems Engineer
University of North Texas Computing Center

>>> "Simmons, Theodore J." <[EMAIL PROTECTED]> 16-Nov-06 9:49 AM >>>
So is it recommended keeping the two separate MID Tier and Resource? 

On another note, I did confirm that the configurations originally
posted
were a typo.

Would a 8 processor 8 GB RAM HP Server be good for both?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, November 16, 2006 10:43 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Mid Tier and Resource on Same Server

No kidding - I've got 10gb RAM and dual opterons under both SQL Server
2005 and the AR server 7.0.01 (separate servers now, but originally
shared during our early testing) and I am ordering another box equally
strong for mid-tier because the 6gb RAM dual Xeon machine I have
mid-tier on right now is inadequate to the task. This is definitely
hogzilla software when it comes to hardware resources. And yes, these
are all HP DL385s but storage is local or attached SCSI, not SAN.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/ 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Thursday, November 16, 2006 9:02 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Mid Tier and Resource on Same Server

That was my first reaction as well.  I'm glad Rick spoke up first. 
7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less
than
4 GB of RAM, and for your usage, I would think even that to be
probably
on the low end of acceptable.  Who would build an 8x server with just
1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them. 
 
Rick
 
On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote: 

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
applications on the same server with the below configuration?
The 
alternative would be to use one of the below configurations for
Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a
Requestor
to the
greater corporate environment of 5000 users. The server would
be
a 
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or 

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet


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Re: Diary Field + Crystal Reports

[T Wang]

Hi Les,

This looks to be an ODBC problem, try to reinstall Remedy client and
hopefully this would fix your problem.  Recently we have similar issue and I
was able to resolve it by reinstall the client using 5.1.2 patch 1350.


On 11/7/06, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:


Hello,
I am seeing something strange when I run a Crystal report that includes a
diary
field. Sometimes the first diary entry listed has the current timestamp
rather
than the actual time from the diary entry.

Unfortunately I am on a 5.1.2 server unpatched and upgrading or patching
is not
an option right now.

Does anyone have a solution to this other than upgrading?

Thanks

Les Ganton


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Re: Mid Tier and Resource on Same Server

[Rick Cook]

I don't know whether there's a clear answer on whether separating the MT
function is better performance-wise on the whole than combining it with the
AR Server.  The real dividing lines on that revolve around issues like
security, application function, corporate policies on hosting apps,
geographic distribution of the user base, robustness of the various network
channels, etc.

I think an 8x8 server would probably work just fine for both, though a 4x8
would probably work about as well.  Make sure you read the white paper on
multi-threading and CPU usage, so that you use the CPUs as efficiently as
you can.

Rick

On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote:


So is it recommended keeping the two separate MID Tier and Resource?

On another note, I did confirm that the configurations originally posted
were a typo.

Would a 8 processor 8 GB RAM HP Server be good for both?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, November 16, 2006 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

No kidding - I've got 10gb RAM and dual opterons under both SQL Server
2005 and the AR server 7.0.01 (separate servers now, but originally
shared during our early testing) and I am ordering another box equally
strong for mid-tier because the 6gb RAM dual Xeon machine I have
mid-tier on right now is inadequate to the task. This is definitely
hogzilla software when it comes to hardware resources. And yes, these
are all HP DL385s but storage is local or attached SCSI, not SAN.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Thursday, November 16, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

That was my first reaction as well.  I'm glad Rick spoke up first.  7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less than
4 GB of RAM, and for your usage, I would think even that to be probably
on the low end of acceptable.  Who would build an 8x server with just 1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them.

Rick

On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote:

   Listers-

   Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
   applications on the same server with the below configuration?
The
   alternative would be to use one of the below configurations for
Resource
   only and then use MID Tier on a shared IIS server.

   Expected 120 users of ITSM and using the Mid Tier as a Requestor
to the
   greater corporate environment of 5000 users. The server would be
a
   standalone box dedicated only to Remedy.

   Any and all opinions welcome.

   Windows 2003
   IIS
   #1
   HP Proliant SAN Attached Server 8- WAY
   OPTERON 254 2.8 GHZ
   1 GB RAM
   GIGABIT Ethernet

   Or

   #2
   HP Proliant SAN Attached Server 4-way
   OPTERON 254 2.8 GHZ
   4 GB RAM
   GIGABIT Ethernet


__20060125___This posting was submitted with HTML in
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Re: Mid Tier and Resource on Same Server

[Simmons, Theodore J.]

So is it recommended keeping the two separate MID Tier and Resource? 

On another note, I did confirm that the configurations originally posted
were a typo.

Would a 8 processor 8 GB RAM HP Server be good for both?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, November 16, 2006 10:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

No kidding - I've got 10gb RAM and dual opterons under both SQL Server
2005 and the AR server 7.0.01 (separate servers now, but originally
shared during our early testing) and I am ordering another box equally
strong for mid-tier because the 6gb RAM dual Xeon machine I have
mid-tier on right now is inadequate to the task. This is definitely
hogzilla software when it comes to hardware resources. And yes, these
are all HP DL385s but storage is local or attached SCSI, not SAN.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Thursday, November 16, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

That was my first reaction as well.  I'm glad Rick spoke up first.  7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less than
4 GB of RAM, and for your usage, I would think even that to be probably
on the low end of acceptable.  Who would build an 8x server with just 1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them. 
 
Rick
 
On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote: 

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
applications on the same server with the below configuration?
The 
alternative would be to use one of the below configurations for
Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor
to the
greater corporate environment of 5000 users. The server would be
a 
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or 

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet


__20060125___This posting was submitted with HTML in
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OT: CMDB + Retail environment

[Tony Worthington]

Happy Thursday everyone...

Is there anyone out there in Remedy-land who has implemented (or is 
planning to implement) CMDB 2.x + Asset (ITSM7) in a retail environment?

I'm looking for guidance or examples for extending the data model to 
handle CI's unique to to retail such as POS hardware (cash drawers, 
barcode scanners, receipt printers, price verifiers, RF signing), Store 
Fixtures (racks, shelving) and so on.

Does something similar to DTMF CIM exist for retail environments?  I've 
found something called UnifiedPOS and have been reviewing the spec pdf 
(http://www.nrf-arts.org/download/upos_spec1.10_02102006.pdf)  It goes way 
too deep for my needs but class diagrams and properties are documented.

Email me directly if you want...

Thanks,
Tony

-- 
Tony Worthington
[EMAIL PROTECTED]
262-703-5911

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Re: Mid Tier and Resource on Same Server

[strauss]

No kidding - I've got 10gb RAM and dual opterons under both SQL Server
2005 and the AR server 7.0.01 (separate servers now, but originally
shared during our early testing) and I am ordering another box equally
strong for mid-tier because the 6gb RAM dual Xeon machine I have
mid-tier on right now is inadequate to the task. This is definitely
hogzilla software when it comes to hardware resources. And yes, these
are all HP DL385s but storage is local or attached SCSI, not SAN.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Thursday, November 16, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

That was my first reaction as well.  I'm glad Rick spoke up first.  7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less than
4 GB of RAM, and for your usage, I would think even that to be probably
on the low end of acceptable.  Who would build an 8x server with just 1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them. 
 
Rick
 
On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote: 

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
applications on the same server with the below configuration?
The 
alternative would be to use one of the below configurations for
Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor
to the
greater corporate environment of 5000 users. The server would be
a 
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or 

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet


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Auto Closing a Message Window

[Kyle Whitley]

Is it possible to close a Message window without user interaction?  For 
example, a message window would be auto closed after another form loads.


Thanks

Kyle

--
Kyle Whitley
IT System Support Professional
Office of Information and Instructional Technology (OIIT)
Board of Regents of the University System of Georgia

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Re: Mid Tier and Resource on Same Server

[Simmons, Theodore J.]

Both good points, but alas those are the configurations the Windows
folks gave me as choices. I will double check with them to make sure
that low RAM is accurate.



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Thursday, November 16, 2006 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

That was my first reaction as well.  I'm glad Rick spoke up first.  7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less than
4 GB of RAM, and for your usage, I would think even that to be probably
on the low end of acceptable.  Who would build an 8x server with just 1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them. 
 
Rick
 
On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote: 

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
applications on the same server with the below configuration?
The 
alternative would be to use one of the below configurations for
Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor
to the
greater corporate environment of 5000 users. The server would be
a 
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or 

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet


__20060125___This posting was submitted with HTML in
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Re: Mid Tier and Resource on Same Server

[Meyer, Jennifer]

That was my first reaction as well.  I'm glad Rick spoke up first.  7.x
is a memory hog.  Go to 8GB of RAM to be on the safe side. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 16, 2006 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier and Resource on Same Server

**
Oh, Ted, don't even think about running that combo on anything less than
4 GB of RAM, and for your usage, I would think even that to be probably
on the low end of acceptable.  Who would build an 8x server with just 1
GB RAM?  That makes no sense at all.  It isn't adequate for any of the
tasks, much less all of them. 
 
Rick
 
On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote: 

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the
ITSM 7.x
applications on the same server with the below configuration?
The 
alternative would be to use one of the below configurations for
Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor
to the
greater corporate environment of 5000 users. The server would be
a 
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or 

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet


__20060125___This posting was submitted with HTML in
it___ 

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Re: Mid Tier and Resource on Same Server

[Rick Cook]

Oh, Ted, don't even think about running that combo on anything less than 4
GB of RAM, and for your usage, I would think even that to be probably on the
low end of acceptable.  Who would build an 8x server with just 1 GB RAM?
That makes no sense at all.  It isn't adequate for any of the tasks, much
less all of them.

Rick

On 11/16/06, Simmons, Theodore J. <[EMAIL PROTECTED]> wrote:


Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the ITSM 7.x
applications on the same server with the below configuration? The
alternative would be to use one of the below configurations for Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor to the
greater corporate environment of 5000 users. The server would be a
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS
#1
HP Proliant SAN Attached Server 8- WAY
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet



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Re: CMDB and naming conventions

[Cindy Sapochetti]

Jason, 

We create new classes in our own namespace.  In the CMDB2.0 Concepts & Best 
Practices Guide - it recommends this as a best practice

Here's the snippet:
"Whenever you extend the data model, you should use your own namespace
instead of BMC.CORE. This prevents your extensions from being overwritten
by new BMC classes when you upgrade to a future version of the CDM.
When creating namespaces, use the naming convention
COMPANYNAME.PURPOSE. For example, if the Acme Company created a set of
classes for storing data about buildings and other facilities-related CIs, 
they might store them in the namespace ACME.FACILITIES."

Hope this helps!
Cindy

On Wed, 15 Nov 2006 12:19:08 -0800, Jason Miller <[EMAIL PROTECTED]> 
wrote:

>Hi all,
>
>
>
>I am wondering what people are using for naming conventions when adding
>classes to the CMDB. There is the convention of adding a plus sign to the
>beginning of homegrown forms (and workflow). This doesn't appear to be an
>option when using the Class Manager unless you create a new Namespace
>starting with a plus.
>
>
>
>So here is the poll.
>
>
>
>1)   If you use the BMC Namespace how do you name your classes to
>indicate they are homegrown?
>
>2)   Does anybody create their own Namespace for their custom CMDB
>classes?
>
>
>
>Jason
>
>
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>

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Mid Tier and Resource on Same Server

[Simmons, Theodore J.]

Listers-

Would it be advisable to put Miditer 7.x,ARS 7.x running the ITSM 7.x
applications on the same server with the below configuration? The
alternative would be to use one of the below configurations for Resource
only and then use MID Tier on a shared IIS server.

Expected 120 users of ITSM and using the Mid Tier as a Requestor to the
greater corporate environment of 5000 users. The server would be a
standalone box dedicated only to Remedy.

Any and all opinions welcome.

Windows 2003
IIS 
#1
HP Proliant SAN Attached Server 8- WAY 
OPTERON 254 2.8 GHZ
1 GB RAM
GIGABIT Ethernet

Or 

#2
HP Proliant SAN Attached Server 4-way
OPTERON 254 2.8 GHZ
4 GB RAM
GIGABIT Ethernet

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OT: Windows Power Shell 1.0 Released

[Heider, Stephen]

For those who incorporate Windows scripting with ARS:

http://www.microsoft.com/windowsserver2003/technologies/management/power
shell/default.mspx
 

Stephen 

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Re: My Departure

[Dwayne Martin]

I agree.  We will miss James' advice and good humor.

Maybe the arslist could take up a collection to pay him just
to read the list and give us his input.

Best Wishes, James!

Dwayne Martin
James Madison University

 Original message 
>Date: Wed, 15 Nov 2006 19:38:56 -0500
>From: Rick Cook <[EMAIL PROTECTED]>  
>Subject: Re: My Departure  
>To: arslist@ARSLIST.ORG
>
>   **
>   Indeed.  Your advice and experience will be sorely
>   missed.  Hope to see you here again in the future.
>
>   Rick
>
>   On 11/15/06, Tyrone Dee <[EMAIL PROTECTED]>
>   wrote:
>
> **
> Best of luck James!
>  
> Thanks for all your help.
>  
>  
>
> 
>
> From: Action Request System discussion
> list(ARSList) [mailto:arslist@ARSLIST.ORG ] On
> Behalf Of McKenzie, James J C-E LCMC HQISEC/L3
> Sent: November 15, 2006 3:16 PM
> To: arslist@ARSLIST.ORG
> Subject: My Departure
>  
> **
> Well it's happening again.  I'm leaving the
> ARSList.  Why?  Because the funding for my present
> contractor position has run out and I found a new
> position, but not as a Remedy
> Engineer/Admin/Developer.
>  
> I may be back in the future (one never knows what
> one will be doing in two years, let alone
> tomorrow.)
>  
> I hope that my postings have assisted many, amused
> a few and upset no-one (I know I participated in
> and started a few 'spirited' discussions.)
>  
> If you must reply to this message, please reply
> directly to me, not the list for obvious reasons.
>  
> James McKenzie
> L-3 GSI
>  
> __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___

Dwayne Martin
Computing Support
James Madison University

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Re: Custom form logging help desk ticket

[Heider, Stephen]

Lisa,

There is a free tool named BareTail (http://www.baremetalsoft.com/) that
I use frequently.  It allows you to view the active link log as it
generates in real time.  The tool is similar to AR Log Display but also
works with server log files (actually, any text file).

The thread "OT: AR Log Display Alternative" from Aug 29 has addl
details.


Stephen


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, November 15, 2006 9:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Custom form logging help desk ticket

Lisa,

Now that you know that Active link logging exists use that tool to
the most!

See what happens when you "pick a name from the drop-down menu". ( There
likely are other fields being set by active links or something that you
can do before the push action to make it work out ok.)

Another option would be to add other workflow to the target form that
will "do what happens when you pick a name from the menu" during the
push action too. (Which could be active link(s) or maybe even
filter(s).)

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

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



On 11/15/06, Lisa Schroer <[EMAIL PROTECTED]> wrote:
> ** I didn't know the active link logging existed.  I told you I was 
> new at this! :-)  I turned on active link logging, and it is the Push 
> Fields link that it doesn't like.  I think it is the data going to the
"Individual+"
> field in the HPD form that is making it unhappy.  I went to a new help

> desk ticket and tried assigning a ticket using a username and it gave 
> me the same error.  I have to pick my name out of the drop-down menu
for it to work.
>
> So, I'm thinking I might have to do an active link that pushes fields 
> to a ticket, and let it assign the ticket to it's default group.  Then

> do an escalation that closes the ticket.  What do you think?



> > > > On 11/13/06, Lisa < [EMAIL PROTECTED]> wrote:
> > > >
> > > > > Hi All!
> > > >
> > > > > I am new to the Remedy development/administration field.  I am

> > > > > a
> help
> > > > > desk analyst and saw some opportunities to use Remedy for some

> > > > > of
> our
> > > > > day to day paperwork, so I started developing custom apps.  
> > > > > It's
> been
> > > > > an on-my-own, trial and error process, so there is still SO 
> > > > > much I don't know.  Please forgive me for not catching on 
> > > > > immediately, I am still really new to this.
> > > >
> > > > > I created a new application for employee terminations.  It has

> > > > > a
> custom
> > > > > form that a help desk analyst will fill out and submit.  That 
> > > > > data
> is
> > > > > stored for audits, and an Exchange DL is sent an email 
> > > > > notifying the members an employee's accounts have been 
> > > > > terminated.  All that
> works, I
> > > > > just have one more piece I would like to fix.  I want that 
> > > > > form, on submit, to automatically open a helpdesk ticket, 
> > > > > assign it to the submitter, and then resolve it.
> > > >
> > > > > Any ideas on how to go about this?
> > > >
> > > > > Thanks,
> > > > > Lisa


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Re: Large CMDB

[Don Simmons]

BMC classifies CI data into three main categories.  Core, Detailed and Related 
CI Data.  It is recommended that you only store Core data in the CMDB.  The 
detailed and related data should be accessible from the CMDB and stored 
somewhere else.  If you store every CI and all the data related in the same 
database it will quickly grow to unmanageable proportions.
 
1.  My question would what percentage of your data is federated and what 
percentage is not?2.  Where are you storing federated data and how are you 
accessing it?


Date: Wed, 15 Nov 2006 22:36:17 -0800From: [EMAIL PROTECTED]: Re: Large CMDBTo: 
[EMAIL PROTECTED] 

I've heard that staying < 1M CI's is ideal.
 
If that (1.5M+ CIs) works for you, I'd be interested to understand the 
infrastructure you're running on to achieve acceptable performance at those 
numbers!
 
-Brian


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Matthew WhiteSent: Friday, November 10, 2006 6:55 PMTo: [EMAIL 
PROTECTED]: Large CMDB
** 



I would like to get some feedback to find out how large your CMDB is…
 
As far as:
1)   Number of CIs
2)   Number of Relationships
3)   Size of database
 
 
Just to get an understanding/compass reading on how people are using this 
solution and such.
 
Also, as far as reconciliation:
1)   How many CIs and Attributes are you comparing each time 
you reconcile your CMDB?
2)   How often are you reconciling?
 
 
As far as I go – we currently have over 1.5MM CIs with over 8MM relationships;  
We reconcile at least every 24hours depending on the source…
 
Regards,
Matt
 
 

Business Transparency, Inc.
 
Matthew White
President
(201) 248-0438
(973) 584-0374 (fax)
[EMAIL PROTECTED]
 
www.businesstransparency.com
 
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Change the $OPERATION$ of a form with workflow

[Melanie Snayer]

Hey Guys

I'm not sure whether this is me taking a long shot or not but I need to know
whether the $OPERATION$ of a form can be modified with workflow.

Is this possible? If so please help me with it.

Regards
Mel

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Re: Large transactions

[Jarl Grøneng]

On Oracle I would create an external table refering to the file, and
then copy records from this external table using std sql.

A quick test with a file with 25592(20 columns) records, this was
"imported" into an ordrinary oracle table in just 3,5 seconds.

--
Jarl


On 11/16/06, Webster, Basil <[EMAIL PROTECTED]> wrote:

**



Hi Kelly,



I am not sure if I'm completely off track here, but it sounds like you need
to produce a CSV file for an integration into some other app. If it is, then
my story below will make sense and I agree with Rick.



We have had to do an integration to SAP where the customer did not want to
purchase the approved connector. So we created a staging db with view forms
pointing to them which we push to and get data from. They pass files to us
which are collected by a middle ware app and placed in a specific folder on
the server. The middle ware then triggers a SQL DTS package which reads the
file and imports it into the relevant table on the staging db. We then use
AR System to collect the data and bring it into the ARSystem db for use by
the customer service desk. The push works in the same way, just in reverse.
We use text files but DTS can also do CSV. DTS can also be scheduled.



Bit of a story but the point I wanted to make is that you can do it all on a
db level and it's infinitely quicker. We too have flags that the DTS package
uses to identify the records that it must take and once done, it flags the
records as completed. I'm not sure of your setup but from the above you can
see we are using SQL.



Hope this helps.






Regards,



Basil Webster



 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
 Sent: 15 November 2006 17:25
 To: arslist@ARSLIST.ORG
 Subject: Re: Large transactions




**


Why not deal with this at the database level, which is so much more
efficient?





Rick



On 11/15/06, Terry Bootsma <[EMAIL PROTECTED]> wrote:

I have seen this issue many times, whether it has invoked
 via an escalation, filter, filter-side table loop or
 whatever.

 The only "scalable", and "reliable" method that I could
 come up with was to write an external ARSPerl script that
 was called via a scheduling tool (Unix or windows depends
 upon which tool you would use) and would query all entries
 that needed to be modified and modify each of them
 individually, keeping track of the total number to be
 modified and handling exceptions if they occurred along
 the way.

 HTH

 Terry

 On Wed, 15 Nov 2006 08:00:07 -0700
 Chris Woyton <[EMAIL PROTECTED]> wrote:
 > I've hit this wall many times, and how you handle it is
 >largely dependant on
 > where the bottleneck lies.
 >
 > Have you logged the transaction to see if your DB is
 >hanging on the query
 > for the View Form, or your workflow during Filter
 >processing, or...?
 >
 > Chris Woyton
 >
 > -Original Message-
 >From: Action Request System discussion list(ARSList)
 > [mailto:arslist@ARSLIST.ORG ]On Behalf Of Kelly Logan
 > Sent: Wednesday, November 15, 2006 7:43 AM
 > To: arslist@ARSLIST.ORG
 > Subject: Large transactions
 >
 >
 > Hello All,
 >
 > I am looking at alternatives to a current integration
 >process that
 > uses external .CSV files and Remedy Import called by
 >runmacro.  (We
 > have had some issues with file permissions and
 >runmacro.)
 >
 > I have set up a View form to a table with the data and
 >added some
 > display only fields to it for translation and workflow,
 >the principal
 > one being a zTmpProcess field (Yes/No).  I have one
 >filter that pushes
 > a value of "Yes" to this field on the form for all
 >entries (~40,000),
 > and a set of filters that fire off of Modify to
 >translate some of the
 > information (set other temp fields to mapped values)
 >before pushing it
 > to SHR:People.
 >
 > The process works fine when I run it manually for 1,000
 >or so entries,
 > but when I let the workflow kick off a change to all
 >40K, I get a
 > database timeout.  I'm considering some chunking
 >strategies like using
 > an SQL statement to set another flag and loop through,
 >processing
 > 1,000 at a time, but I thought I'd check to see if
 >anyone else has
 > done something similar, or if there's a simpler strategy
 >that may be
 > eluding me at the moment.
 >
 > Thanks in advance for your time,
 >
 > Kelly Logan
 > Cybernetic Solutions, Inc.
 >
 >

 > ___
 > UNSUBSCRIBE or access ARSlist Archives at
 > www.arslist.org ARSlist:"Where the
 > Answers Are"

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Re: Form Permissions issue on mid tier

[parikshit saxena]

List,

Thanks all  for your inputs.
Yes, we have  also zeroed on the idea of popping an error on form access.

Regards
Parikshit


- Original Message 
From: Carey Matthew Black <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Sunday, 12 November, 2006 5:07:00 AM
Subject: Re: Form Permissions issue on mid tier


Since I have seen VALID system behaviour bugged in the past I wanted
to read up on the issue listed in this thread. SW00221647 has a
description of the following:

"
The form can still be accessed through Mid-Tier directly if Hidden
permissions are set on the form.
"

And currently shows a disposition of:

"
Converted to RFE
"

I personally do not see this as a "BUG" or a flaw in the behaviour of
the system or client. However I can see an enhancement request for the
behaviour of the Remedy clients. ( Such a change would give a false
sense of security to some developers, but it might also prevent the
need to build workflow to implement such client behaviour too.)

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

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


On 11/10/06, shweta kumar <[EMAIL PROTECTED]> wrote:
> **
> I had discussed this issue with Remedy several months back and it was
> reported as ARSystem bug SW00221647.
>
> Shweta
>
> Carey Matthew Black <[EMAIL PROTECTED]> wrote:
> Parikshit,
>
> Hidden access is still permission to access. The users can open the
> form in the User Tool if they are tricky enough, or if you have
> workflow that does it. (not as easy as changing a URL, but not much
> harder either.)
>
> If the users have access to the data then it is not a security problem
> for them to see the form or the data that they _ALREADY_ have access
> to. ( If they should not see the data then look at row level access,
> or other filter based ways of getting at the data.)
>
>
> If you want to block people from opening a form then you could create
> Window Open active links that would give an ERROR message and/or close
> the form for them. ( This might be their last Mid-tier window and
> might "close the browser" too. Which would make them loose their
> session with the mid-tier and cause a higher incident of "your already
> connected from another IP and you can not override that address yet"
> on the re-login attempts too.)
>
> NOTE: Active links will not "protect" data from an API client. But
> they could block the form from being opened in the Mid-tier client if
> that is the only place that this logic should be applied. ( or in both
> the User Tool and Mid-Tier if you want as well.)
>
> HTH
>
> ARS101
>
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On 11/10/06, parikshit saxena wrote:
> > **
> >
> > Hi All
> >
> >
> > We are trying to limit the accesss for a particuler group of user on our
> > application vies on mid tier 6.3.
> > The issue here is that the URL can be manipulated now by any user logging
> > into the application and hence all sensitive data is exposed.
> > We are trying to give Hidden permissions on the critical forms for this
> > group, so that data can be accessed from those, but the forms are hidden
> on
> > the web client.
> > But this doesn't seem to work here.
> > Though the forms are not coming in the object list on ARUser now, but they
> > are still visible on mid tier (despite of cache flush).
> >
> > Would be grateful if someone can provide some insights on this.
> >
> > Regards
> > Parikshit

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Re: Large transactions

[Webster, Basil]

Hi Kelly,

 

I am not sure if I'm completely off track here, but it sounds like you
need to produce a CSV file for an integration into some other app. If it
is, then my story below will make sense and I agree with Rick.

 

We have had to do an integration to SAP where the customer did not want
to purchase the approved connector. So we created a staging db with view
forms pointing to them which we push to and get data from. They pass
files to us which are collected by a middle ware app and placed in a
specific folder on the server. The middle ware then triggers a SQL DTS
package which reads the file and imports it into the relevant table on
the staging db. We then use AR System to collect the data and bring it
into the ARSystem db for use by the customer service desk. The push
works in the same way, just in reverse. We use text files but DTS can
also do CSV. DTS can also be scheduled.

 

Bit of a story but the point I wanted to make is that you can do it all
on a db level and it's infinitely quicker. We too have flags that the
DTS package uses to identify the records that it must take and once
done, it flags the records as completed. I'm not sure of your setup but
from the above you can see we are using SQL.

 

Hope this helps.

 

 

Regards,

 

Basil Webster

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: 15 November 2006 17:25
To: arslist@ARSLIST.ORG
Subject: Re: Large transactions

 

** 

Why not deal with this at the database level, which is so much more
efficient?

 

Rick
 

On 11/15/06, Terry Bootsma <[EMAIL PROTECTED]> wrote: 

I have seen this issue many times, whether it has invoked
via an escalation, filter, filter-side table loop or 
whatever.

The only "scalable", and "reliable" method that I could
come up with was to write an external ARSPerl script that
was called via a scheduling tool (Unix or windows depends
upon which tool you would use) and would query all entries
that needed to be modified and modify each of them
individually, keeping track of the total number to be
modified and handling exceptions if they occurred along 
the way.

HTH

Terry

On Wed, 15 Nov 2006 08:00:07 -0700
Chris Woyton <[EMAIL PROTECTED]> wrote:
> I've hit this wall many times, and how you handle it is 
>largely dependant on
> where the bottleneck lies.
>
> Have you logged the transaction to see if your DB is
>hanging on the query
> for the View Form, or your workflow during Filter
>processing, or...?
>
> Chris Woyton
>
> -Original Message-
>From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG ]On Behalf Of Kelly Logan
> Sent: Wednesday, November 15, 2006 7:43 AM
> To: arslist@ARSLIST.ORG
> Subject: Large transactions
>
>
> Hello All, 
>
> I am looking at alternatives to a current integration
>process that
> uses external .CSV files and Remedy Import called by
>runmacro.  (We
> have had some issues with file permissions and 
>runmacro.)
>
> I have set up a View form to a table with the data and
>added some
> display only fields to it for translation and workflow,
>the principal
> one being a zTmpProcess field (Yes/No).  I have one 
>filter that pushes
> a value of "Yes" to this field on the form for all
>entries (~40,000),
> and a set of filters that fire off of Modify to
>translate some of the
> information (set other temp fields to mapped values) 
>before pushing it
> to SHR:People.
>
> The process works fine when I run it manually for 1,000
>or so entries,
> but when I let the workflow kick off a change to all
>40K, I get a 
> database timeout.  I'm considering some chunking
>strategies like using
> an SQL statement to set another flag and loop through,
>processing
> 1,000 at a time, but I thought I'd check to see if 
>anyone else has
> done something similar, or if there's a simpler strategy
>that may be
> eluding me at the moment.
>
> Thanks in advance for your time,
>
> Kelly Logan
> Cybernetic Solutions, Inc.
>
>


> ___
> UNSUBSCRIBE or access ARSlist Archives at
> www.arslist.org   ARSlist:"Where the
> Answers Are"

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