Re: Importing data from and Active Directory

[Kaiser Norm E CIV USAF 96 CG/SCWOE]

Yes.  You can create a vendor form directly against the Active Directory.
You just have to point the vendor form at a domain controller.  A lot of the
data we don't even pull across.  For example, we set customer info when the
customer submits a trouble ticket directly from the AD.  Customer says,
"Yeah, I need to open a ticket," so the Help Desk says, "OK, what's your
username?" Once the customer gives the analyst his username, the HD punches
it in, hits , and boom, all fields--phone number, email address,
building, room number, etc.--are populated directly from AD.  No data to
keep synched.
 
Norm
 
Try HotBasic, the future of software development: www.hotbasic.org

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Backstrom
Sent: Tuesday, December 12, 2006 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Importing data from and Active Directory


** 
So the best solution is to create a vendor form to get the data in?  We are
running on Solaris with Oracle DB(sandbox) and the AD of course is MS SQL.
We were looking at having the AD server push the data into a separate Oracle
DB and then create a vendor form against this table.  But, is it possible to
create a vendor form diretcly to the AD database?  Would make things easier.

 
Rob

 
On 12/11/06, Roger Justice <[EMAIL PROTECTED]  >
wrote: 

** 
Initially you want to map where you want this data to be stored and then use
the Class Manager to modify any forms within the CMDB. I would suggest that
you create a new staging form to import into and review the data. After you
have gotten the data into the staging form you can use a filter to do a
field match to import to the specific entry that matches. After all of this
is tested you can then set an escalation to do the update. I would strongly
suggest that you do not update the CMDB entry directly from the AD. 
 
Roger 

 
 
-Original Message-
From: [EMAIL PROTECTED]  
To: arslist@ARSLIST.ORG  
Sent: Mon, 11 Dec 2006 5:07 PM
Subject: Importing data from and Active Directory


** 
Hi,
 
Has anyone ever imported data from an Active Directory into the CMDB?  We
have 6 fields in the AD that store computer system information and we want
to get this data into the CMDB.  We have setup LDAP against the AD but I
have never tried or even thought about importing data stored in the AD to
Remedy. 
 
Currently running ITSM 7.0.1 and CMDB 2.0.1.
 
Thanks,
 
Rob
__20060125___This posting was submitted with HTML in
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SSO implementation in mid-tier

[Mahan, Janet L [EQ]]

I have seen a few posts regarding SSO but none really answered my questions and 
I have a lot of them  I am getting these questions second hand since I am 
not the one working with CA and I don't know much about the product which I 
think is siteminder or something similar.  Anyway, the admin working on the 
project was given this information:


"Integrating the 6.3 mid tier into an SSO environment requires two 
implementations and the proper configuration of the implemented pieces:

*   An implementation of the com.remedy.arsys.session.Authenticator 
interface for the mid tier 

*   An implementation of the AREA plug-in for the AR System server 
to supplement the implementation in the previous bullet"

Where would I find information on this?

Thanks,

Janet Mahan
NSM Systems Admin II
EMBARQ 

Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199
Email: [EMAIL PROTECTED]

Telecommuter - Florida
Mailstop: FLPTCA0101

Voice | Data | Internet | Wireless | Entertainment

This e-mail is the property of EMBARQ and may contain confidential and 
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Re: Design Challenge

[Axton]

Sorry, wrong thread.

On 12/12/06, Axton <[EMAIL PROTECTED]> wrote:


This a lot less effecient, but has the same net effect of walking the
table field; you are just walking the table instead.

Write an escalation to walk the tickets and push the data to a staging
form (as mentioned earlier) where the push updates a single record in the
form and pushes relavent info to a display only field, which is then parsed
and placed in a large text field, which would be the contens of the report.

Axton Grams

On 12/11/06, Kaiser Norm E CIV USAF 96 CG/SCWOE <[EMAIL PROTECTED]>
wrote:
>
> **
>
> Woops! Forgot to mention the key to the challenge-I'm developing in
> 5.1.2.
>
>
>
> Norm
>
>
>  --
>
> *From:* Kaiser Norm E CIV USAF 96 CG/SCWOE
> *Sent:* Monday, December 11, 2006 2:41 PM
> *To:* 'arslist@ARSLIST.ORG'
> *Subject:* Design Challenge
>
>
>
> Hi everyone:
>
>
>
> I am designing a new form and have hit a roadblock.  I'd appreciate any
> and all suggestions.
>
>
>
> Here's what I want to do.  I want to create a web news portal very
> similar to, say, MSN.  If you take a look at MSN, you'll see it displays the
> headline of a news story as a hyperlink.  Click the headline, and the
> browser displays another page with the whole story.
>
>
>
> I want to reproduce this behavior in Remedy, and the solution must work
> both on the client and on the Midtier.
>
>
>
> So here's what I want:
>
>
>
> -  The story headline should appear as text directly on the
> background-no Remedy table or view field.
>
> -  The color of the headline text should be configurable (blue,
> red, green, etc.) to match the design template.  In other words, no black
> text!
>
> -  The headlines obviously must be dynamic.  That is, the news
> person writes the story on a support form and includes a headline.  The
> headline automatically then appears on the news portal.
>
>
>
> Here's what I've thought of so far.  I thought about setting an edit
> field to Display as Text and then covering it with a transparent URL button
> with spaces as the caption.  The spaces create nothing but a line.  The URL
> button could then be positioned just right over the edit field such that the
> line looks like it's underlining the edit field text.  This solution would
> work fine IF I was OK with black text.  Unfortunately, the text cannot be
> black.
>
>
>
> Any ideas out there?
>
>
>
> Norm
>  __20060125___This posting was submitted with HTML
> in it___
>




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Re: Design Challenge

[Axton]

This a lot less effecient, but has the same net effect of walking the table
field; you are just walking the table instead.

Write an escalation to walk the tickets and push the data to a staging form
(as mentioned earlier) where the push updates a single record in the form
and pushes relavent info to a display only field, which is then parsed and
placed in a large text field, which would be the contens of the report.

Axton Grams

On 12/11/06, Kaiser Norm E CIV USAF 96 CG/SCWOE <[EMAIL PROTECTED]>
wrote:


**

Woops! Forgot to mention the key to the challenge-I'm developing in 5.1.2.



Norm


 --

*From:* Kaiser Norm E CIV USAF 96 CG/SCWOE
*Sent:* Monday, December 11, 2006 2:41 PM
*To:* 'arslist@ARSLIST.ORG'
*Subject:* Design Challenge



Hi everyone:



I am designing a new form and have hit a roadblock.  I'd appreciate any
and all suggestions.



Here's what I want to do.  I want to create a web news portal very similar
to, say, MSN.  If you take a look at MSN, you'll see it displays the
headline of a news story as a hyperlink.  Click the headline, and the
browser displays another page with the whole story.



I want to reproduce this behavior in Remedy, and the solution must work
both on the client and on the Midtier.



So here's what I want:



-  The story headline should appear as text directly on the
background-no Remedy table or view field.

-  The color of the headline text should be configurable (blue,
red, green, etc.) to match the design template.  In other words, no black
text!

-  The headlines obviously must be dynamic.  That is, the news
person writes the story on a support form and includes a headline.  The
headline automatically then appears on the news portal.



Here's what I've thought of so far.  I thought about setting an edit field
to Display as Text and then covering it with a transparent URL button with
spaces as the caption.  The spaces create nothing but a line.  The URL
button could then be positioned just right over the edit field such that the
line looks like it's underlining the edit field text.  This solution would
work fine IF I was OK with black text.  Unfortunately, the text cannot be
black.



Any ideas out there?



Norm
 __20060125___This posting was submitted with HTML in
it___



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Re: Design Challenge

[Kaiser Norm E CIV USAF 96 CG/SCWOE]

Thanks...my issue is, I need the color change to show up both on the web and
in the client.

 

I think what I'm going to do is change my color palette so that black text
is OK.  I hate to do it, as it's a lot of work and blue text looks more
"hyperlink-ish," but I don't see any other way.

 

It's times like these I really wish I had version 7.0.1.

 

Norm

 

Try HotBasic, the future of software development: www.hotbasic.org

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Tuesday, December 12, 2006 7:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Design Challenge

 

 

Norm,

 

Have you tried inserting the tag href within the text with a url enclosed
within that tag?
 

Joe D'Souza

Remedy Developer / Consultant,

BearingPoint,

Virginia.

 

- Original Message 
From: Kaiser Norm E CIV USAF 96 CG/SCWOE <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 11, 2006 4:10:04 PM
Subject: Re: Design Challenge

** 

Woops! Forgot to mention the key to the challenge-I'm developing in 5.1.2.

 

Norm

 

  _  

From: Kaiser Norm E CIV USAF 96 CG/SCWOE 
Sent: Monday, December 11, 2006 2:41 PM
To: 'arslist@ARSLIST.ORG'
Subject: Design Challenge

 

Hi everyone:

 

I am designing a new form and have hit a roadblock.  I'd appreciate any and
all suggestions.

 

Here's what I want to do.  I want to create a web news portal very similar
to, say, MSN.  If you take a look at MSN, you'll see it displays the
headline of a news story as a hyperlink.  Click the headline, and the
browser displays another page with the whole story.

 

I want to reproduce this behavior in Remedy, and the solution must work both
on the client and on the Midtier.

 

So here's what I want:

 

-  The story headline should appear as text directly on the
background-no Remedy table or view field.

-  The color of the headline text should be configurable (blue, red,
green, etc.) to match the design template.  In other words, no black text!

-  The headlines obviously must be dynamic.  That is, the news
person writes the story on a support form and includes a headline.  The
headline automatically then appears on the news portal.

 

Here's what I've thought of so far.  I thought about setting an edit field
to Display as Text and then covering it with a transparent URL button with
spaces as the caption.  The spaces create nothing but a line.  The URL
button could then be positioned just right over the edit field such that the
line looks like it's underlining the edit field text.  This solution would
work fine IF I was OK with black text.  Unfortunately, the text cannot be
black.

 

Any ideas out there?

 

Norm

__20060125___This posting was submitted with HTML in
it___

 

 

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Re: Q: Best Practice for ARS 7.0.1 - Install New or Upgrade?

[Siti Hawa Bee SHAIK FARID]

Hi Joe, suppose that it's a new setup that we choose and we intend to import
all open cases from the previous version from another server. 

So can I set the case no+ to be the same as the cases from the previous
version?

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Tuesday, 12 December, 2006 22:26
To: arslist@ARSLIST.ORG
Subject: Re: Q: Best Practice for ARS 7.0.1 - Install New or Upgrade?

 

I usually suggest an upgrade on the current server unless thats not possible
because of the server OS version incompatibility to the version of the ARS
you need to upgrade to. Or an incompatible DB version on current prod.

 

Its easier otherwise to upgrade the current system assuming you do have the
luxury of having a couple of hours of downtime, while simultaneously
preparing the new servers by installing the version of the ARS needed there.

 

Joe D'Souza

Remedy Developer / Consultant,

BearingPoint,

Virginia.

 

- Original Message 
From: "Carter, Craig J Civ ARPC/DPD" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 9:09:15 AM
Subject: Q: Best Practice for ARS 7.0.1 - Install New or Upgrade?

** 

We need to move our production system to new servers.  We’re currently
running ARS 6.3 P16, SQL Server 2000.  Our choices are either to install
7.0.1 new and migrate all of our apps and data or copy the database over and
upgrade to version 7.

 

Personally, I’d prefer to install fresh and migrate to get rid of old forms,
workflow, and apps.

 

Those of you with experience have any recommendations?  Currently, the plan
is to install everything fresh (SQL Server 2005, ARS 7.0.1) and migrate CSS
and customer apps and data.  We have a 5.6 version of ITSM installed that we
have not used so we would like to get rid of that and either go with a newer
version of ITSM or not install it at all.  We also need to install DSO along
with a backup database server.

 

//SIGNED//

Craig Carter 

 

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question on Yahoo!
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Re: Best Practice for ARS 7.0.1 - Install New or Upgrade?

[Siti Hawa Bee SHAIK FARID]

Hi Craig, it seems like we are in the same boat. My current setup is AR6.3,
SQL2K and helpdesk 5.6 in WIN 2003 Server.

Now moving to AR 7.0.01, ITSM 7.0 and SLA 7.0. Are you saying there's
another latest version 7.0.1?

I notice in the ITSM 7.0, there's two separate installation disk. One for
incident management and the other for problem management. I have not install
that yet. 

Just finish installing AR server only. I think now I need to install the
CMDB 2.0.1 before the ITSM. 

 

How's ya installation plan like? An order?

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carter, Craig J Civ ARPC/DPD
Sent: Tuesday, 12 December, 2006 22:09
To: arslist@ARSLIST.ORG
Subject: Q: Best Practice for ARS 7.0.1 - Install New or Upgrade?

 

We need to move our production system to new servers.  We're currently
running ARS 6.3 P16, SQL Server 2000.  Our choices are either to install
7.0.1 new and migrate all of our apps and data or copy the database over and
upgrade to version 7.

 

Personally, I'd prefer to install fresh and migrate to get rid of old forms,
workflow, and apps.

 

Those of you with experience have any recommendations?  Currently, the plan
is to install everything fresh (SQL Server 2005, ARS 7.0.1) and migrate CSS
and customer apps and data.  We have a 5.6 version of ITSM installed that we
have not used so we would like to get rid of that and either go with a newer
version of ITSM or not install it at all.  We also need to install DSO along
with a backup database server.

 

//SIGNED//

Craig Carter 

 

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Re: Sugestions For a Remedy Design

[Axton]

Create a regular form with the following characteristics:
- a 0 length character field, to hold the contents of the email
- a table field that points to the ticket data
- a filter loop that walks the table and writes the contents to the char
field using the table field
- a filter that sends a notification on modify
- 1 record for each report you want to email out
- an escalation that kicks the table walk/report generation

You will have to fill in the blanks, like reading the data from the ticket
form using a set fields, how to trigger the filter to do the table walk

Axton Grams

On 12/12/06, Kohli, Himanshu <[EMAIL PROTECTED]> wrote:


Hello All

Please share any design that you can think off or may have developed to
meet a similar requirement ( reporting through notification ) of mine

Requirement Specs :  To generate a list of  all cases which are in Status
"Pending" for more than 4 days and send the same in an email notification as
text details or HTML template or as an attachment (i.e. rpt or csv file ).

Remedy Environment Details :  AIX,ARS 6.3,ITSM 6.0,CMDB1.1,Mid-Tier 6.3,Oracle
9i

Design A:  Wrote a shell script to pull respective data from database,
than used unix mail server to send an email  with the list of respective
cases and scheduled the same using Unix scheduler.

Note : This design I have build but want to now develop the same using
Remedy Server objects and do better alignment and presentation of  my
Report.

Design B: This has to be Using REMEDY workflow so please advise..

Thanks for your valuable suggestions and design concepts

I will take them as my Christmas Present :)

With Warm Regards

Himanshu Kohli

Remedy Consultant,

Inetnation Monetary Fund,

Washington DC

www.imf.org











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Re: Remedy License/Group Count

[Joe DeSouza]

Create a join between the SHR:Assignment and the User form and you might be 
able to pull out what you want... Use the Login Name field to define your join 
criteria..

Cheers
 
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.



- Original Message 
From: Jase Brandon <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 6:39:35 PM
Subject: Remedy License/Group Count

** 
Hi Listers,
Does anyone know of a quick way to create a .csv with the number of licenses 
used and which groups those user's are in?
I tried hitting the user form, but it translates the group name to group id.
I tried using SHR:Assignment, but it doesn't have a license field.
I know I could create a join form and get the data from there, just wondered if 
anyone else had done this an easier way with Out of the Box 6.0.
 
Thanks in advance to all,
 
Jase Brandon 
Remedy Administration/Development 
Customer Support Systems Group
Desk - (615) - 320-4494
Cell   - (334) - 318-5426
[EMAIL PROTECTED]
 
DaVita Inc. __20060125___This posting was submitted with 
HTML in it___


 

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Remedy License/Group Count

[Jase Brandon]

Hi Listers,
Does anyone know of a quick way to create a .csv with the number of
licenses used and which groups those user's are in?
I tried hitting the user form, but it translates the group name to group
id.
I tried using SHR:Assignment, but it doesn't have a license field.
I know I could create a join form and get the data from there, just
wondered if anyone else had done this an easier way with Out of the Box
6.0.
 
Thanks in advance to all,
 

Jase Brandon 

Remedy Administration/Development 

Customer Support Systems Group

Desk - (615) - 320-4494

Cell   - (334) - 318-5426

[EMAIL PROTECTED]

 

DaVita Inc.

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Sugestions For a Remedy Design

[Kohli, Himanshu]

Hello All

Please share any design that you can think off or may have developed to meet a 
similar requirement ( reporting through notification ) of mine

Requirement Specs :  To generate a list of  all cases which are in Status 
"Pending" for more than 4 days and send the same in an email notification as 
text details or HTML template or as an attachment (i.e. rpt or csv file ).

Remedy Environment Details :  AIX,ARS 6.3,ITSM 6.0,CMDB1.1,Mid-Tier 6.3,Oracle 
9i

Design A:  Wrote a shell script to pull respective data from database, than 
used unix mail server to send an email  with the list of respective cases and 
scheduled the same using Unix scheduler. 

Note : This design I have build but want to now develop the same using Remedy 
Server objects and do better alignment and presentation of  my Report.

Design B: This has to be Using REMEDY workflow so please advise..

Thanks for your valuable suggestions and design concepts

I will take them as my Christmas Present :)

With Warm Regards

Himanshu Kohli

Remedy Consultant,

Inetnation Monetary Fund,

Washington DC

www.imf.org

 

 

 

 


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Re: Illusive Whitepaper (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

I have attached several Web Service downloads, with any luck one may
help. I also have Lenny Warren's Web Services and the AR System from the
2004 WARUG presentation.  It is over 2 mg zipped so I didn't include it
with this message.  If you want it, let me know & I will forward it.

Sandra Hennigan

OSD Remedy Administrator
Office # 703-602-2525 x251
CACI - Ever Vigilant(tm)

Apparently, there is nothing that cannot happen today.  Mark Twain

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Tuesday, December 12, 2006 5:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Illusive Whitepaper

** 
Hi List,
 
I forwarded Dylan a copy of this offline.
 
I didn't spend a lot of time digging, but I noticed that the new web
site doesn't seem to have any docs prior to version 6.0.  We're still
have clients (main Unix automated tools) using versions older than 6.0,
so that's a bit of an issue for us.  Has anyone else been able to find
pre-version 6.0 documentation?

Eric Cleereman

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SLA Reporting Question

[John Kelley]

Does anyone out there have a standard SLA report that they run which
Results in how a groups SLA are in regards to Priorty.

The out of box reports for SLA are not that informative to us.
Maybe I'm just stuck on the Qualifications. Any help would be great.


Here is an example what we need

Help Desk Low  80% SLA reached.
Medium 75% SLA reaached.
High 60% SLA reached.

TelcomL
M
H


Thanks JK

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Re: Illusive Whitepaper

[Eric Cleereman (IT)]

Hi List,
 
I forwarded Dylan a copy of this offline.
 
I didn't spend a lot of time digging, but I noticed that the new web site 
doesn't seem to have any docs prior to version 6.0.  We're still have clients 
(main Unix automated tools) using versions older than 6.0, so that's a bit of 
an issue for us.  Has anyone else been able to find pre-version 6.0 
documentation?


Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Wheeler, Dylan
Sent: Tuesday, December 12, 2006 4:25 PM
To: arslist@ARSLIST.ORG
Subject: Illusive Whitepaper


** 

I'm looking for a whitepaper that I found in the advanced dev guide entitled 
"Instructions for Creating Web Service Clients"

If anyone has a copy of this I'd greatly appreciate them forwarding it to me or 
pointing out where I can download it. I can't find hide nor hair of it on the 
Remedy website since they revamped the page.

- 

Dylan Wheeler
Production Support Analyst Sr 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email:   [EMAIL PROTECTED] 



This message and any attachments are for the intended recipient(s) only and may 
contain privileged, confidential and/or proprietary information about Downey 
Savings or its customers, which Downey Savings does not intend to disclose to 
the public.  If you received this message by mistake, please notify the sender 
by reply e-mail and delete the message and attachments.

__20060125___This posting was submitted with HTML in it___


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Illusive Whitepaper

[Wheeler, Dylan]

I'm looking for a whitepaper that I found in the advanced dev guide
entitled "Instructions for Creating Web Service Clients"
If anyone has a copy of this I'd greatly appreciate them forwarding it
to me or pointing out where I can download it. I can't find hide nor
hair of it on the Remedy website since they revamped the page.

-

Dylan Wheeler
Production Support Analyst Sr
IT Operations
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]



This message and any attachments are for the intended recipient(s) only and may 
contain privileged, confidential and/or proprietary information about Downey 
Savings or its customers, which Downey Savings does not intend to disclose to 
the public.  If you received this message by mistake, please notify the sender 
by reply e-mail and delete the message and attachments.

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Re: Q: Oracle 10G R1 settings

[Daniel Bloom]

thanks for the suggestions Axton,
I will look into a couple.

As for a simple query, try 
Entry-Id index on a form with 500k entires
being ignored with a query of Entry-Id="value".

... Daniel

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Re: Q: Oracle 10G R1 settings

[Axton]

Try clearing the statistics, then run the query.  I've found that the stats
generated by oracle actually cause the sql generated by Remedy to not use
the indexes as expected.  This is more the result of poor indexing than
anything though.

One thing I've done on our Oracle servers is to set the CURSOR_SHARING to
SIMILAR.  This has less to do with indexes than it does with the hard parses
that Oracle is forced to do for just about every sql statement.  Setting
this will cause Oracle to replace all literals in the where clause with a
bind variable (e.g., :B1, :B2).  This allows oracle to reuse the previous
execution plan for statements that were structured the same.  Has a large
impact on memory utilization (down to a fraction) on the oracle server, and
a slight positive impact on performance due to the reduced parsing.

In SQL*Plus, run the query after running 'SET AUTOTRACE ON'.  Grab the exec
plan and stats.
Remove the stats on the table(s) and index(es) in question, start a new
SQL*Plus session, then run the query after running 'SET AUTOTRACE ON'.  Grab
the exec plan and stats.

Compare the two.

If the above does not help, consider changing the arrangement of your
indexes (compound versus single column indexes, uniqueness, etc.)

Axton Grams

On 12/12/06, Daniel Bloom <[EMAIL PROTECTED]> wrote:


We are having an issue of Oracle ignoring it's indices.

could someone running this environment please post what cursor and
optimization settings they use, and/or something else that could cause
this?

thanks ... Daniel
p.s. AIX for the Oracle database, MS Server2000 for the ARSystem server


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Re: FTS License Upgarde

[Wallace, Kelvin]

I had a similar issue.  We have been paying for support for Service Desk
although we have not actually licensed it on any server.  Now we are
getting ready to expand from our home-grown Help Desk application to
Service Desk and beyond (Change, CMDB, etc.).  I created a new dev
server and loaded ARS 7.0.1 and did a license purge from our previous
dev server (when 7.0.1 first came out).  Licensing the new dev server
and adding fixed user licenses went well.

Now, I had to get the license keys prior to load most other stuff (a
week or two later), but I could not get anything to work from the
licensing form in BMC Support, including the mid-tier.  So, I created a
ticket with support.  When the guy called me back, he advised that all
of our version 7 license keys had been "deactivated" and I would need to
contact my primary sales rep in order to obtain the keys.  I asked
specifically about mid-tier and was told that it was deactivated also.

Our sales rep advised that he would internally escalate this ticket.
But, if this is the new policy, this is insane.  Is this an attempt to
shift license support to the sales staff?  What is going on here?

Kelvin


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Cortes
Sent: Tuesday, December 12, 2006 12:34 PM
To: arslist@ARSLIST.ORG
Subject: FTS License Upgarde

During the past 2 weeks we've upgraded our Development AR Server from
version 5 to version 7.0.1.

In the process of doing this upgrade we found out that we had to
actually install AR Server 7.0.0 Patch 2 first so that the database gets
updated properly.

Once we got that straightened out I went and started to update my
licenses.

Now we get to FTS, which we have been using in Version 5 and paying for
all along.

Because the key name is changed I created a ticket online to purge the
old license and get a new license. Never got an email after more then 3
hours.

Call up support and after 20 minutes I'm told that my support rep has to
approve this?

I got the manager on the phone for that group and he's telling me that
this is how it works for this. I tried to explain to him that if I was
doing this on a production machine on a weekend that I can't wait  for a
sales rep to approve such a thing.

Seems kinda ridiculous that I would need approval to upgrade a key that
I have been paying support for, for the whole time we've had our system
running.

Has anyone encountered this with FTS or any other Apps ?

What has been the experiences with this ?

Does anyone think that this is a reasonable thing ?


Thanks

J. Frank Cortes
-- 
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]


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Re: scrolling message in remedy

[Pavan Kumar Av (Consultant)]

Hi All,

 

I am new to this concept; please help with some steps to get
it right for both my user tool and web tool. Thanks in advance. 

 

Thanks & Regards, 

Pavan Kumar AV - [Remedy]
HCL - AutoDesk
Work: 408 416 2078 Extn: 5576
Mobile: +91 98409 95070

Home: +91 44 4359 0919

Mail To: [EMAIL PROTECTED] 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Niu, Jason
Sent: Friday, November 03, 2006 3:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: scrolling message in remedy

 

 

Has anyone done it successfully with a display only form? I would like
to add this view field with message on the Remedy Support Console.

 

I can't get it to work. It only display properly on a regular form.

 

Brian? Bob?

 

Jason Niu

Remedy System & Operation

GETS - Enterprise Systems Management 


Office: 212-823-6893

Fax:212-887-3090
Email:[EMAIL PROTECTED]
 

Intranet:   http://monitorweb  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Friday, October 27, 2006 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: [ARSLIST] scrolling message in remedy

 

I would like to add this to some Display Only forms. Is there a way to
get a view field to read a value from another form? The problem with the
Display Only form is that when you close it the message will go away for
everyone.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Friday, October 27, 2006 5:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: scrolling message in remedy

** 

Hi Jason

 

You can do this in View field. Put your text as a html formatted code in
this view field, view fields will translate html tags like web browser.

 

 

Regards

 

Abdul Ghani

Pune,India

 

__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___

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Q: Oracle 10G R1 settings

[Daniel Bloom]

We are having an issue of Oracle ignoring it's indices.

could someone running this environment please post what cursor and 
optimization settings they use, and/or something else that could cause this?

thanks ... Daniel
p.s. AIX for the Oracle database, MS Server2000 for the ARSystem server

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OT: ARUtilities Suite Special

[remedy]

Hello everyone, Happy Holidays.

Less than 3 weeks left

ARUtilities Suite is now available for half price during the month of December.
The sale will end January 1, 2007.

ARUtilities Suite includes:
ARUtilities 7.0
ARUtilities 6.5
ARUtilities 5.6
ARUtilities 4

ARUtilities 7.0 has had a recent update that addressed issues reported by
users,
and new features requested by users. New search abilities include searching
Help
Text and Change History for all objects on your servers.

For more information and to download visit
http://www.arutilities.com

Comments are welcome at [EMAIL PROTECTED]
problems can be reported to [EMAIL PROTECTED]

Thank you so much for your support.
Have a safe and happy holiday.

Les Ganton

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Respuesta automatica de Ruben Arellano

[Ruben Arellano]

Entre el 13 y el 15 de Diciembre no tendre acceso al correo electronico ya que 
estare en viaje de negocios y posterior a estas fechas estare de vacaciones 
hasta el 15 de Enero 2007 cualquier requerimiento puede canalizarlo con Esther 
Salem, Feliz Navidad y prospero 2007.

Saludos

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Re: ARS 7.0.01 Memory Leak

[patrick zandi]

AREASSO is for the SSO integration - you are not using this .. so ignore.. I
should not have even posted it. .sorry..
the AREA-LDAP-Usesll: T   well of course you will need it.


On 12/12/06, strauss <[EMAIL PROTECTED]> wrote:


** What about the AREA-Hub-Plugin: areasso.dll line? I don't even have
that line on either server's ar.cfg, and some of the defined LDAP servers
are set to AREA-LDAP-UseSSL: T.

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 *patrick zandi
*Sent:* Tuesday, December 12, 2006 11:37 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: ARS 7.0.01 Memory Leak


 ** Right the problem you are discussing, I believe is related to the
ardbcconf.dll is Before the AREA-Hub-Plugin..
If you reorder it.. it should fix your issue with ldap.


On 12/12/06, strauss <[EMAIL PROTECTED]> wrote:
>
> ** Only one of the ar.cfg files I am looking at had the AREA-Hub-Plugin:
> arealdap.dll line at all (and it had two next to each other). Neither
> has a AREA-Hub-Plugin: areasso.dll line.
>
> On both of mine, the Plugin: ardbcconf.dll line was about the third line
> down.
>
> 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:arslist@ARSLIST.ORG
> ] *On Behalf Of *patrick zandi
> *Sent:* Tuesday, December 12, 2006 9:44 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 7.0.01 Memory Leak
>
>
>  ** Mine works,  Both Solaris server and Windows server versions.
> I even have it working with SSO - Remedy style for the web.
>
> This might be the issue -- If you are using area-hub then make sure your
> ar.conf does only has
> Plugin: ardbcconf.dll
> Plugin: WebService.dll
> THEN
> Plugin: areahub.dll
> AREA-Hub-Plugin: areasso.dll
> AREA-Hub-Plugin: arealdap.dll
> Plugin: ardbcldap.dll
> Plugin: FlashboardObject.dll
> Plugin: ServerAdmin.dll
> Plugin: reportplugin.dll
>
> -- It for some REASON added a Plugin in the first 3 lines of the ar.conf..
> Check that first.. FYI
>
>
> On 12/12/06, strauss <[EMAIL PROTECTED] > wrote:
> >
> > ** The other thing that the 7.0.01 release appears to break is AREA
> > LDAP authentication. None of the settings for AREA that worked on a
> > 7.0 server are working on 7.0.01.
> >
> > 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:arslist@ARSLIST.ORG
> > ] *On Behalf Of *Axton
> > *Sent:* Monday, December 11, 2006 5:49 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* ARS 7.0.01 Memory Leak
> >
> >
> > ** Just wanted to send a note and inform anyone planning to upgrade to
> > 7.0.01 that it is not production ready.  We implemented this in a
> > production environment, only to find massive memory leaks in the product.
> > The arserverd process will continue to run fine until it reaches the upper
> > limits of the 32-bit memory address space (~4gb), at which time it will
> > crash.  We observed between 600-700mb of additional memory allocation on our
> > systems per day until we reached that upper limit.  Our system handles ~200
> > support people concurrently, though I am not sure if this has a bearing on
> > the speed at which memory is allocated.
> >
> > We were given a patch (which will become the patch 001 for 7.0.01),
> > but it is pre-restricted release, which I am being told means it will be 3
> > or more weeks before the patch is at the general release level.  Trying to
> > save anyone the headache in case they planned to venture down this road any
> > time soon.
> >
> > Relavent Environment Info:
> > - Oracle 9i with AL32UTF8 character set
> > - Oracle 10g client
> > - Solaris 9
> > - ARS 7.0.01
> > - Mixture of clients, ranging from 5.x to 7.0.01
> >
> >
> > I have been told the same problem has been exhibited on Linux as
> > well.  Not sure if it pertains to the db, the client versions, the character
> > sets, etc.
> >
> > Axton Grams
> > __20060125___This posting was submitted with HTML
> > in it___
> > __20060125___This posting was submitted with HTML
> > in it___
>
>
>
>
> --
> Patrick Zandi __20060125___This posting was
> submitted with HTML in it___
> __20060125___This posting was submitted with HTML in
> it___
>



--
Patrick Zandi __20060125___This posting was submitted
with HTML in it___
__20060125___This posting was submitted with HTML in
it___





--
Patrick Zandi

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Re: OT- BMC Support Doesn't

[Sanford, Claire]

hm rubber suits (not going there)
 
We can hose everyone off in the driveway or party in the yard... 
 
Unless it is "winter" and then it won't matter much!



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, December 12, 2006 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT- BMC Support Doesn't


** 
Somehow I think even dear Claire would blanch at having in her home a
bunch of people who had been standing in rubber suits in Houston all day
- maybe if it were an outdoor party...vry outdoor...
 
Rick
 
On 12/12/06, Will Du Chene <[EMAIL PROTECTED]> wrote: 

Adrian Cronauer was right

AC - "We've got a special man in the audience today right now.
It's Mr. 
Leo. He's a fashion consultant"

LEO -"Thank you, i'm just very happy to be here. I want to tell
you
something."

AC - "What's that?"

LEO - "You know, this whole camouflage thing, for me, doesn't
work really 
well."

AC - "Why is that?"

LEO - "Because if you go in the jungle, I can't see you. You
know, it's
like wearing stripes and plaid. For me, I want to do something
different.
You go in the jungle, make a statement. If you're going to
fight, clash. 
You know what I mean?"

Similarly - if there is a protest, protest with some style: wear
a hazmat
suit. It's catchy. It's what's in style from Paris this fall.
Nothing says
that something stinks like a six foot, rubber, yellow banana
walking 
around. Hey, they even come in different colors! Blue. Yellow.
Green. Buy
one! Buy two! Accessorize your wardrobe: Get the matching black
boots and
gloves. A roll of duct tape is free with compliments of
management on the 
sale of accessories.

Then, after the party, head on over to Claire's place for the
BBQ and a
chance to set the respirator pack down...



On Tue, December 12, 2006 10:26 am, Sanford, Claire wrote: 
> If you do, the party is at my house!  I live about 15 mins
from
> "HomeBase"!
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto: __20060125___This posting was
submitted with HTML in it___ 


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Re: ARS 7.0.01 Memory Leak

[strauss]

What about the AREA-Hub-Plugin: areasso.dll line? I don't even have that
line on either server's ar.cfg, and some of the defined LDAP servers are
set to AREA-LDAP-UseSSL: T.

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 patrick zandi
Sent: Tuesday, December 12, 2006 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.0.01 Memory Leak


** 
Right the problem you are discussing, I believe is related to the
ardbcconf.dll is Before the AREA-Hub-Plugin.. 
If you reorder it.. it should fix your issue with ldap.

 
On 12/12/06, strauss <[EMAIL PROTECTED]> wrote: 

** 
Only one of the ar.cfg files I am looking at had the
AREA-Hub-Plugin: arealdap.dll line at all (and it had two next to each
other). Neither has a AREA-Hub-Plugin: areasso.dll line.
 
On both of mine, the Plugin: ardbcconf.dll line was about the
third line down. 
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:arslist@ARSLIST.ORG ] On Behalf Of patrick zandi
Sent: Tuesday, December 12, 2006 9:44 AM
To: arslist@ARSLIST.ORG 
Subject: Re: ARS 7.0.01 Memory Leak

 

** 
Mine works,  Both Solaris server and Windows server versions.
I even have it working with SSO - Remedy style for the web.
 
This might be the issue -- If you are using area-hub then make
sure your ar.conf does only has
Plugin: ardbcconf.dll
Plugin: WebService.dll
THEN
Plugin: areahub.dll
AREA-Hub-Plugin: areasso.dll
AREA-Hub-Plugin: arealdap.dll
Plugin: ardbcldap.dll
Plugin: FlashboardObject.dll
Plugin: ServerAdmin.dll
Plugin: reportplugin.dll
 
-- It for some REASON added a Plugin in the first 3 lines of the
ar.conf.. Check that first.. FYI

 
On 12/12/06, strauss <[EMAIL PROTECTED] > wrote: 

** 
The other thing that the 7.0.01 release appears to break
is AREA LDAP authentication. None of the settings for AREA that worked
on a 7.0 server are working on 7.0.01.

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:arslist@ARSLIST.ORG ] On Behalf Of Axton
Sent: Monday, December 11, 2006 5:49 PM
To: arslist@ARSLIST.ORG 
Subject: ARS 7.0.01 Memory Leak

 
** Just wanted to send a note and inform anyone planning
to upgrade to 7.0.01 that it is not production ready.  We implemented
this in a production environment, only to find massive memory leaks in
the product.  The arserverd process will continue to run fine until it
reaches the upper limits of the 32-bit memory address space (~4gb), at
which time it will crash.  We observed between 600-700mb of additional
memory allocation on our systems per day until we reached that upper
limit.  Our system handles ~200 support people concurrently, though I am
not sure if this has a bearing on the speed at which memory is
allocated. 

We were given a patch (which will become the patch 001
for 7.0.01), but it is pre-restricted release, which I am being told
means it will be 3 or more weeks before the patch is at the general
release level.  Trying to save anyone the headache in case they planned
to venture down this road any time soon. 

Relavent Environment Info:
- Oracle 9i with AL32UTF8 character set
- Oracle 10g client
- Solaris 9
- ARS 7.0.01
- Mixture of clients, ranging from 5.x to 7.0.01


I have been told the same problem has been exhibited on
Linux as well.  Not sure if it pertains to the db, the client versions,
the character sets, etc. 

Axton Grams
__20060125___This posting was
submitted with HTML in it___ 
__20060125___This posting was
submitted with HTML in it___ 




-- 
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 
__20060125___This posting was submitted with
HTML in it___ 




-- 
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 

___

Re: OT- BMC Support Doesn't

[Rick Cook]

Somehow I think even dear Claire would blanch at having in her home a bunch
of people who had been standing in rubber suits in Houston all day - maybe
if it were an outdoor party...vry outdoor...

Rick

On 12/12/06, Will Du Chene <[EMAIL PROTECTED]> wrote:


Adrian Cronauer was right

AC - "We've got a special man in the audience today right now. It's Mr.
Leo. He's a fashion consultant"

LEO -"Thank you, i'm just very happy to be here. I want to tell you
something."

AC - "What's that?"

LEO - "You know, this whole camouflage thing, for me, doesn't work really
well."

AC - "Why is that?"

LEO - "Because if you go in the jungle, I can't see you. You know, it's
like wearing stripes and plaid. For me, I want to do something different.
You go in the jungle, make a statement. If you're going to fight, clash.
You know what I mean?"

Similarly - if there is a protest, protest with some style: wear a hazmat
suit. It's catchy. It's what's in style from Paris this fall. Nothing says
that something stinks like a six foot, rubber, yellow banana walking
around. Hey, they even come in different colors! Blue. Yellow. Green. Buy
one! Buy two! Accessorize your wardrobe: Get the matching black boots and
gloves. A roll of duct tape is free with compliments of management on the
sale of accessories.

Then, after the party, head on over to Claire's place for the BBQ and a
chance to set the respirator pack down...



On Tue, December 12, 2006 10:26 am, Sanford, Claire wrote:
> If you do, the party is at my house!  I live about 15 mins from
> "HomeBase"!
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
> Sent: Tuesday, December 12, 2006 8:42 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Support Doesn't
>
>
> Rick, some days, you're practically poetic.
>
>
> Maybe we should march on Houston in protest.
>
>
> J Meyer
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Monday, December 11, 2006 6:50 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Support Doesn't
>
>
> **
> Shawn, you mentioned something that flicked a switch in my mind when you
> were talking about the KBs as part of an ITIL process.  My ITIL
foundations
> class featured the BMC Airport Simulator, led by Mr. Atwell Williams
(both
> of which I heartily recommend).  The entire point of the simulation was
to
> show the value of pushing resolution data as close to the source of the
> problem as was practical, with the goal to minimize outage times.  Given
> that, a stronger emphasis on self-service is a natural thing that is not
> at odds with ITIL, but is being hamstrung by the limitations on the
> self-service data we're allowed to see.
>
> BMC, if you're going to make us do more work ourselves, give us the
> proper tools with which to do it.  Open up the KB, and make it more
usable,
> starting with your base search criteria.  Why on earth can I not select
> "Remedy Help Desk", or "CMDB" on the full product list?  If I
> select Service Desk, I can only select v7.0, which must be what - 2% of
the
> installed ITSM base?  How am I supposed to know how to find the KBs for
> the other versions?  For CMDB, I can only select products associated
with
> it - not the CMDB itself.  This is indicative of the BMC folks trying to
> do Remedy stuff - they just aren't up to the task.
>
> To do this the half-assed way it's currently being done serves neither
> the customers nor the support staff well.  To be honest, to really make
it
> work right, BMC would have to get out of the way of the Remedy people
who
> were pretty much doing it right before you came along.
>
> Rick
> 
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
> Sent: Monday, December 11, 2006 4:57 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Support Doesn't
>
>
>
> **
> This is one of the flaws of most early ITIL adoptions I think.  While in
> ITIL everything is initiated and communicated through the Service Desk
> as front line support, that doesn't mean that it has to be an
organization
> structure.  There's no valid reason for them to limit the KBs as tightly
> as another person in this thread mentioned, as that would help some of
> these issues.  Additionally, I think with better categorization of
> incidents, they could probably route calls such as the bug you mentioned
> faster.
>
> I do agree with BMC's idea of not necessarily having all calls go
> automatically to the most experienced techs.  You don't want to waste
the
> time of a level 2 person or an engineer with questions about how to turn
> on log files or create users, that would be very inefficient and
probably
> bore them to tears and make them want to quit.  The idea of having some
> more detailed information on support users, a detailed profile to let
the

Re: OT- BMC Support Doesn't

[Will Du Chene]

Adrian Cronauer was right

AC - "We've got a special man in the audience today right now. It's Mr.
Leo. He's a fashion consultant"

LEO -"Thank you, i'm just very happy to be here. I want to tell you
something."

AC - "What's that?"

LEO - "You know, this whole camouflage thing, for me, doesn't work really
well."

AC - "Why is that?"

LEO - "Because if you go in the jungle, I can't see you. You know, it's
like wearing stripes and plaid. For me, I want to do something different.
You go in the jungle, make a statement. If you're going to fight, clash.
You know what I mean?"

Similarly - if there is a protest, protest with some style: wear a hazmat
suit. It's catchy. It's what's in style from Paris this fall. Nothing says
that something stinks like a six foot, rubber, yellow banana walking
around. Hey, they even come in different colors! Blue. Yellow. Green. Buy
one! Buy two! Accessorize your wardrobe: Get the matching black boots and
gloves. A roll of duct tape is free with compliments of management on the
sale of accessories.

Then, after the party, head on over to Claire's place for the BBQ and a
chance to set the respirator pack down...



On Tue, December 12, 2006 10:26 am, Sanford, Claire wrote:
> If you do, the party is at my house!  I live about 15 mins from
> "HomeBase"!
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
> Sent: Tuesday, December 12, 2006 8:42 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Support Doesn't
>
>
> Rick, some days, you're practically poetic.
>
>
> Maybe we should march on Houston in protest.
>
>
> J Meyer
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Monday, December 11, 2006 6:50 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Support Doesn't
>
>
> **
> Shawn, you mentioned something that flicked a switch in my mind when you
> were talking about the KBs as part of an ITIL process.  My ITIL foundations
> class featured the BMC Airport Simulator, led by Mr. Atwell Williams (both
> of which I heartily recommend).  The entire point of the simulation was to
> show the value of pushing resolution data as close to the source of the
> problem as was practical, with the goal to minimize outage times.  Given
> that, a stronger emphasis on self-service is a natural thing that is not
> at odds with ITIL, but is being hamstrung by the limitations on the
> self-service data we're allowed to see.
>
> BMC, if you're going to make us do more work ourselves, give us the
> proper tools with which to do it.  Open up the KB, and make it more usable,
> starting with your base search criteria.  Why on earth can I not select
> "Remedy Help Desk", or "CMDB" on the full product list?  If I
> select Service Desk, I can only select v7.0, which must be what - 2% of the
> installed ITSM base?  How am I supposed to know how to find the KBs for
> the other versions?  For CMDB, I can only select products associated with
> it - not the CMDB itself.  This is indicative of the BMC folks trying to
> do Remedy stuff - they just aren't up to the task.
>
> To do this the half-assed way it's currently being done serves neither
> the customers nor the support staff well.  To be honest, to really make it
> work right, BMC would have to get out of the way of the Remedy people who
> were pretty much doing it right before you came along.
>
> Rick
> 
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
> Sent: Monday, December 11, 2006 4:57 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: BMC Support Doesn't
>
>
>
> **
> This is one of the flaws of most early ITIL adoptions I think.  While in
> ITIL everything is initiated and communicated through the Service Desk
> as front line support, that doesn't mean that it has to be an organization
> structure.  There's no valid reason for them to limit the KBs as tightly
> as another person in this thread mentioned, as that would help some of
> these issues.  Additionally, I think with better categorization of
> incidents, they could probably route calls such as the bug you mentioned
> faster.
>
> I do agree with BMC's idea of not necessarily having all calls go
> automatically to the most experienced techs.  You don't want to waste the
> time of a level 2 person or an engineer with questions about how to turn
> on log files or create users, that would be very inefficient and probably
> bore them to tears and make them want to quit.  The idea of having some
> more detailed information on support users, a detailed profile to let them
> know that you are experienced enough to automatically route the
> ticket/call to level 2 or at least some of the more advanced level 1
> people is good though.  There was an ITIL-related session of the
> pre-tutorials at the UserWorld this year where the gentl

Contracts - Marimba Specialists

[James Richardson]

Good Afternoon to you all,

Turing SMI are presently looking to engage several Marimba Specialists for 
assignments based in the UK, Asia and the US (New York). 

Please contact me If you wish to discuss. 

Kind Regards 

James Richardson
Global Resource Manager 
[EMAIL PROTECTED]
Direct Dial 0044 (0) 1189 256459 

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

Re: FTS License Upgarde

[patrick zandi]

Excellent.. Then,,,   That is Great news.. I was told different months
back.. thanks.. .

On 12/12/06, Easter, David <[EMAIL PROTECTED]> wrote:


** > and this coming OCT  you will have to Purchance / and support this
NEW product.

As per the FAQ in the Statement of Direction for FTS:

Customers that maintained their support until at least March 31, 2005 that
wish to bring the replacement FTS solution back on to their support
contract customers may contact BMC support and move the replacement BMC Remedy
AR FTS product back onto their existing support contract at no cost. This
program will be discontinued on March 1, 2007.
See:  http://www.bmc.com/products/documents/68/65/66865/66865.pdf for more
information.

Thanks,

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


 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *patrick zandi
*Sent:* Tuesday, December 12, 2006 9:47 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: FTS License Upgarde


** Well, not exactly what you think.
FTS was no longer supported in versions 6.01 / 6.3 -- so support does not
matter.. FTS support was for Previous Versions of FTS.

FTS was redesigned with a Different Vendor // HummingBird.. S.. with
the GAP and now it is in use with ARS 7.0.
Does not mean you get licenses. or does it ? Well Kinda..
Well give you licenses for 1 year.. and this coming OCT  you will have to
Purchance / and support this NEW product.
OH, and this is the similar Deal with approval server -- it was free in
ARS 6.01 and ARS 6.3 and for 1 year with ARS 7.0 .. Then ...
 after all you applications are linked into the approval server.. ...
Wham.. Here is the Bill .. Have a Nice Day !!

Well I might be off a little.. But this is what I understand of the BMC
deal they have lined up for ya..
(I need to take a shower now... I feel as if I just came from a car lot,
and I had lunch with the salesmen)

have fun.


 On 12/12/06, John Cortes <[EMAIL PROTECTED]> wrote:

> During the past 2 weeks we've upgraded our Development AR Server from
> version 5 to version 7.0.1.
>
> In the process of doing this upgrade we found out that we had to
> actually install AR Server 7.0.0 Patch 2 first so that the database gets
> updated properly.
>
> Once we got that straightened out I went and started to update my
> licenses.
>
> Now we get to FTS, which we have been using in Version 5 and paying for
> all along.
>
> Because the key name is changed I created a ticket online to purge the
> old license and get a new license. Never got an email after more then 3
> hours.
>
> Call up support and after 20 minutes I'm told that my support rep has to
> approve this?
>
> I got the manager on the phone for that group and he's telling me that
> this is how it works for this. I tried to explain to him that if I was
> doing this on a production machine on a weekend that I can't wait  for a
> sales rep to approve such a thing.
>
> Seems kinda ridiculous that I would need approval to upgrade a key that
> I have been paying support for, for the whole time we've had our system
> running.
>
> Has anyone encountered this with FTS or any other Apps ?
>
> What has been the experiences with this ?
>
> Does anyone think that this is a reasonable thing ?
>
>
> Thanks
>
> J. Frank Cortes
> --
> J. Frank Cortes
> Technology & Planning
> Yale University
> 175 Whitney Ave,
> Room 113,
> New Haven, CT 06519
>
> Phone (203) 432-0602
> Fax   (203) 432-6243
>
> mail to : [EMAIL PROTECTED]
>
>
> 
___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
> the Answers Are"
>



--
Patrick Zandi __20060125___This posting was submitted
with HTML in it___
__20060125___This posting was submitted with HTML in
it___





--
Patrick Zandi

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

Re: FTS License Upgarde

[patrick zandi]

ok, .. Fine.. I won't argue..
Have a Great day..


On 12/12/06, John Cortes <[EMAIL PROTECTED]> wrote:


WE stayed on version 5.0 partly because of FTS. We are still running
version 5.0.1 in Production. We were charged for and paid for FTS on our
maintenance contract. I do have a copy of last years contract with the
line for FTS on it.

So this should be a no brainer. We are upgrading from Version 5.0.1 to
7.0.1 and need the new FTS license key.

We're all paid up so should not be a problem.

Now going from SLA to SLM may be a different story because the app is
totally different and it may have different pricing.

J. Frank Cortes


patrick zandi wrote:
> **
> Well, not exactly what you think.
> FTS was no longer supported in versions 6.01 / 6.3 -- so support does
> not matter.. FTS support was for Previous Versions of FTS.
>
> FTS was redesigned with a Different Vendor // HummingBird.. S.. with
> the GAP and now it is in use with ARS 7.0.
> Does not mean you get licenses. or does it ? Well Kinda..
> Well give you licenses for 1 year.. and this coming OCT  you will have
> to Purchance / and support this NEW product.
> OH, and this is the similar Deal with approval server -- it was free in
> ARS 6.01 and ARS 6.3 and for 1 year with ARS 7.0 .. Then ...
>  after all you applications are linked into the approval server.. ...
> Wham.. Here is the Bill .. Have a Nice Day !!
>
> Well I might be off a little.. But this is what I understand of the BMC
> deal they have lined up for ya..
> (I need to take a shower now... I feel as if I just came from a car lot,
> and I had lunch with the salesmen)
>
> have fun.
>
>
> On 12/12/06, *John Cortes* <[EMAIL PROTECTED]
> > wrote:
>
> During the past 2 weeks we've upgraded our Development AR Server
from
> version 5 to version 7.0.1.
>
> In the process of doing this upgrade we found out that we had to
> actually install AR Server 7.0.0 Patch 2 first so that the database
gets
> updated properly.
>
> Once we got that straightened out I went and started to update my
> licenses.
>
> Now we get to FTS, which we have been using in Version 5 and paying
for
> all along.
>
> Because the key name is changed I created a ticket online to purge
the
> old license and get a new license. Never got an email after more
then 3
> hours.
>
> Call up support and after 20 minutes I'm told that my support rep
has to
> approve this?
>
> I got the manager on the phone for that group and he's telling me
that
> this is how it works for this. I tried to explain to him that if I
was
> doing this on a production machine on a weekend that I can't
wait  for a
> sales rep to approve such a thing.
>
> Seems kinda ridiculous that I would need approval to upgrade a key
that
> I have been paying support for, for the whole time we've had our
system
> running.
>
> Has anyone encountered this with FTS or any other Apps ?
>
> What has been the experiences with this ?
>
> Does anyone think that this is a reasonable thing ?
>
>
> Thanks
>
> J. Frank Cortes
> --
> J. Frank Cortes
> Technology & Planning
> Yale University
> 175 Whitney Ave,
> Room 113,
> New Haven, CT 06519
>
> Phone (203) 432-0602
> Fax   (203) 432-6243
>
> mail to : [EMAIL PROTECTED] 
>
>
___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>  ARSlist:"Where the Answers Are"
>
>
>
>
> --
> Patrick Zandi __20060125___This posting was
> submitted with HTML in it___

--
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]


___
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the Answers Are"





--
Patrick Zandi

___
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Are"

Re: FTS License Upgarde

[Easter, David]

> and this coming OCT  you will have to Purchance / and support this NEW
product.
 
As per the FAQ in the Statement of Direction for FTS:  
Customers that maintained their support until at least March 31, 2005
that wish to bring the replacement FTS solution back on to their support
contract customers may contact BMC support and move the replacement BMC
Remedy AR FTS product back onto their existing support contract at no
cost. This program will be discontinued on March 1, 2007.

See:  http://www.bmc.com/products/documents/68/65/66865/66865.pdf for
more information.
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Tuesday, December 12, 2006 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: FTS License Upgarde


** 
Well, not exactly what you think.
FTS was no longer supported in versions 6.01 / 6.3 -- so support does
not matter.. FTS support was for Previous Versions of FTS.
 
FTS was redesigned with a Different Vendor // HummingBird.. S.. with
the GAP and now it is in use with ARS 7.0.
Does not mean you get licenses. or does it ? Well Kinda.. 
Well give you licenses for 1 year.. and this coming OCT  you will have
to Purchance / and support this NEW product.
OH, and this is the similar Deal with approval server -- it was free in
ARS 6.01 and ARS 6.3 and for 1 year with ARS 7.0 .. Then ...
 after all you applications are linked into the approval server.. ...
Wham.. Here is the Bill .. Have a Nice Day !!
 
Well I might be off a little.. But this is what I understand of the BMC
deal they have lined up for ya.. 
(I need to take a shower now... I feel as if I just came from a car lot,
and I had lunch with the salesmen)
 
have fun.

 
On 12/12/06, John Cortes <[EMAIL PROTECTED]> wrote: 

During the past 2 weeks we've upgraded our Development AR Server
from
version 5 to version 7.0.1.

In the process of doing this upgrade we found out that we had to
actually install AR Server 7.0.0 Patch 2 first so that the
database gets
updated properly.

Once we got that straightened out I went and started to update
my licenses. 

Now we get to FTS, which we have been using in Version 5 and
paying for
all along.

Because the key name is changed I created a ticket online to
purge the
old license and get a new license. Never got an email after more
then 3 
hours.

Call up support and after 20 minutes I'm told that my support
rep has to
approve this?

I got the manager on the phone for that group and he's telling
me that
this is how it works for this. I tried to explain to him that if
I was 
doing this on a production machine on a weekend that I can't
wait  for a
sales rep to approve such a thing.

Seems kinda ridiculous that I would need approval to upgrade a
key that
I have been paying support for, for the whole time we've had our
system 
running.

Has anyone encountered this with FTS or any other Apps ?

What has been the experiences with this ?

Does anyone think that this is a reasonable thing ?


Thanks

J. Frank Cortes 
--
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]



___
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ARSlist:"Where the Answers Are" 





-- 
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 

___
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Answers Are"

Re: FTS License Upgarde

[John Cortes]

WE stayed on version 5.0 partly because of FTS. We are still running 
version 5.0.1 in Production. We were charged for and paid for FTS on our 
maintenance contract. I do have a copy of last years contract with the 
line for FTS on it.


So this should be a no brainer. We are upgrading from Version 5.0.1 to 
7.0.1 and need the new FTS license key.


We're all paid up so should not be a problem.

Now going from SLA to SLM may be a different story because the app is 
totally different and it may have different pricing.


J. Frank Cortes


patrick zandi wrote:

**
Well, not exactly what you think.
FTS was no longer supported in versions 6.01 / 6.3 -- so support does 
not matter.. FTS support was for Previous Versions of FTS.
 
FTS was redesigned with a Different Vendor // HummingBird.. S.. with 
the GAP and now it is in use with ARS 7.0.

Does not mean you get licenses. or does it ? Well Kinda..
Well give you licenses for 1 year.. and this coming OCT  you will have 
to Purchance / and support this NEW product.
OH, and this is the similar Deal with approval server -- it was free in 
ARS 6.01 and ARS 6.3 and for 1 year with ARS 7.0 .. Then ...
 after all you applications are linked into the approval server.. ... 
Wham.. Here is the Bill .. Have a Nice Day !!
 
Well I might be off a little.. But this is what I understand of the BMC 
deal they have lined up for ya..
(I need to take a shower now... I feel as if I just came from a car lot, 
and I had lunch with the salesmen)
 
have fun.


 
On 12/12/06, *John Cortes* <[EMAIL PROTECTED] 
> wrote:


During the past 2 weeks we've upgraded our Development AR Server from
version 5 to version 7.0.1.

In the process of doing this upgrade we found out that we had to
actually install AR Server 7.0.0 Patch 2 first so that the database gets
updated properly.

Once we got that straightened out I went and started to update my
licenses.

Now we get to FTS, which we have been using in Version 5 and paying for
all along.

Because the key name is changed I created a ticket online to purge the
old license and get a new license. Never got an email after more then 3
hours.

Call up support and after 20 minutes I'm told that my support rep has to
approve this?

I got the manager on the phone for that group and he's telling me that
this is how it works for this. I tried to explain to him that if I was
doing this on a production machine on a weekend that I can't wait  for a
sales rep to approve such a thing.

Seems kinda ridiculous that I would need approval to upgrade a key that
I have been paying support for, for the whole time we've had our system
running.

Has anyone encountered this with FTS or any other Apps ?

What has been the experiences with this ?

Does anyone think that this is a reasonable thing ?


Thanks

J. Frank Cortes
--
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED] 


___
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 ARSlist:"Where the Answers Are"




--
Patrick Zandi __20060125___This posting was 
submitted with HTML in it___


--
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]

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

Re: FTS License Upgarde

[patrick zandi]

Well, not exactly what you think.
FTS was no longer supported in versions 6.01 / 6.3 -- so support does not
matter.. FTS support was for Previous Versions of FTS.

FTS was redesigned with a Different Vendor // HummingBird.. S.. with the
GAP and now it is in use with ARS 7.0.
Does not mean you get licenses. or does it ? Well Kinda..
Well give you licenses for 1 year.. and this coming OCT  you will have to
Purchance / and support this NEW product.
OH, and this is the similar Deal with approval server -- it was free in ARS
6.01 and ARS 6.3 and for 1 year with ARS 7.0 .. Then ...
after all you applications are linked into the approval server.. ... Wham..
Here is the Bill .. Have a Nice Day !!

Well I might be off a little.. But this is what I understand of the BMC deal
they have lined up for ya..
(I need to take a shower now... I feel as if I just came from a car lot, and
I had lunch with the salesmen)

have fun.


On 12/12/06, John Cortes <[EMAIL PROTECTED]> wrote:


During the past 2 weeks we've upgraded our Development AR Server from
version 5 to version 7.0.1.

In the process of doing this upgrade we found out that we had to
actually install AR Server 7.0.0 Patch 2 first so that the database gets
updated properly.

Once we got that straightened out I went and started to update my
licenses.

Now we get to FTS, which we have been using in Version 5 and paying for
all along.

Because the key name is changed I created a ticket online to purge the
old license and get a new license. Never got an email after more then 3
hours.

Call up support and after 20 minutes I'm told that my support rep has to
approve this?

I got the manager on the phone for that group and he's telling me that
this is how it works for this. I tried to explain to him that if I was
doing this on a production machine on a weekend that I can't wait  for a
sales rep to approve such a thing.

Seems kinda ridiculous that I would need approval to upgrade a key that
I have been paying support for, for the whole time we've had our system
running.

Has anyone encountered this with FTS or any other Apps ?

What has been the experiences with this ?

Does anyone think that this is a reasonable thing ?


Thanks

J. Frank Cortes
--
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]


___
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the Answers Are"





--
Patrick Zandi

___
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Are"

Re: FTS License Upgarde

[Rick Cook]

Yup.  It's unfortunate, but prudent practice nowadays is to have the
licenses in hand before you start any upgrade requiring them.

Rick

On 12/12/06, Joe DeSouza <[EMAIL PROTECTED]> wrote:


**
Had something similar happen a few days ago here too.. In the past when I
set up server group licenses, I usually got the floating licenses against
all the servers that I wanted with a single phone call to Remedy Support. I
now hear that when you request for floating lincenses to be used in a server
group, they have to audit that request - it goes to their audit department,
and what was once a 15 minute job depending on the number of licenses, has
now become a much longer process.. I think it took us nearly a day to get
this request processed through their audit before the licenses were issued.

Joe


- Original Message 
From: John Cortes <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 12:34:26 PM
Subject: FTS License Upgarde

During the past 2 weeks we've upgraded our Development AR Server from
version 5 to version 7.0.1.

In the process of doing this upgrade we found out that we had to
actually install AR Server 7.0.0 Patch 2 first so that the database gets
updated properly.

Once we got that straightened out I went and started to update my
licenses.

Now we get to FTS, which we have been using in Version 5 and paying for
all along.

Because the key name is changed I created a ticket online to purge the
old license and get a new license. Never got an email after more then 3
hours.

Call up support and after 20 minutes I'm told that my support rep has to
approve this?

I got the manager on the phone for that group and he's telling me that
this is how it works for this. I tried to explain to him that if I was
doing this on a production machine on a weekend that I can't wait  for a
sales rep to approve such a thing.

Seems kinda ridiculous that I would need approval to upgrade a key that
I have been paying support for, for the whole time we've had our system
running.

Has anyone encountered this with FTS or any other Apps ?

What has been the experiences with this ?

Does anyone think that this is a reasonable thing ?


Thanks

J. Frank Cortes
--
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]




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

Re: FTS License Upgarde

[Joe DeSouza]

Had something similar happen a few days ago here too.. In the past when I set 
up server group licenses, I usually got the floating licenses against all the 
servers that I wanted with a single phone call to Remedy Support. I now hear 
that when you request for floating lincenses to be used in a server group, they 
have to audit that request - it goes to their audit department, and what was 
once a 15 minute job depending on the number of licenses, has now become a much 
longer process.. I think it took us nearly a day to get this request processed 
through their audit before the licenses were issued.

Joe



- Original Message 
From: John Cortes <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 12:34:26 PM
Subject: FTS License Upgarde


During the past 2 weeks we've upgraded our Development AR Server from
version 5 to version 7.0.1.

In the process of doing this upgrade we found out that we had to
actually install AR Server 7.0.0 Patch 2 first so that the database gets
updated properly.

Once we got that straightened out I went and started to update my licenses.

Now we get to FTS, which we have been using in Version 5 and paying for
all along.

Because the key name is changed I created a ticket online to purge the
old license and get a new license. Never got an email after more then 3
hours.

Call up support and after 20 minutes I'm told that my support rep has to
approve this?

I got the manager on the phone for that group and he's telling me that
this is how it works for this. I tried to explain to him that if I was
doing this on a production machine on a weekend that I can't wait  for a
sales rep to approve such a thing.

Seems kinda ridiculous that I would need approval to upgrade a key that
I have been paying support for, for the whole time we've had our system
running.

Has anyone encountered this with FTS or any other Apps ?

What has been the experiences with this ?

Does anyone think that this is a reasonable thing ?


Thanks

J. Frank Cortes
-- 
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]

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Re: ARS 7.0.01 Memory Leak

[patrick zandi]

Right the problem you are discussing, I believe is related to the
ardbcconf.dll is Before the AREA-Hub-Plugin..
If you reorder it.. it should fix your issue with ldap.


On 12/12/06, strauss <[EMAIL PROTECTED]> wrote:


** Only one of the ar.cfg files I am looking at had the AREA-Hub-Plugin:
arealdap.dll line at all (and it had two next to each other). Neither has
a AREA-Hub-Plugin: areasso.dll line.

On both of mine, the Plugin: ardbcconf.dll line was about the third line
down.

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 *patrick zandi
*Sent:* Tuesday, December 12, 2006 9:44 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: ARS 7.0.01 Memory Leak


 ** Mine works,  Both Solaris server and Windows server versions.
I even have it working with SSO - Remedy style for the web.

This might be the issue -- If you are using area-hub then make sure your
ar.conf does only has
Plugin: ardbcconf.dll
Plugin: WebService.dll
THEN
Plugin: areahub.dll
AREA-Hub-Plugin: areasso.dll
AREA-Hub-Plugin: arealdap.dll
Plugin: ardbcldap.dll
Plugin: FlashboardObject.dll
Plugin: ServerAdmin.dll
Plugin: reportplugin.dll

-- It for some REASON added a Plugin in the first 3 lines of the ar.conf..
Check that first.. FYI


On 12/12/06, strauss <[EMAIL PROTECTED]> wrote:
>
> ** The other thing that the 7.0.01 release appears to break is AREA LDAP
> authentication. None of the settings for AREA that worked on a 7.0server are 
working on
> 7.0.01.
>
> 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:arslist@ARSLIST.ORG
> ] *On Behalf Of *Axton
> *Sent:* Monday, December 11, 2006 5:49 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ARS 7.0.01 Memory Leak
>
>
> ** Just wanted to send a note and inform anyone planning to upgrade to
> 7.0.01 that it is not production ready.  We implemented this in a
> production environment, only to find massive memory leaks in the product.
> The arserverd process will continue to run fine until it reaches the upper
> limits of the 32-bit memory address space (~4gb), at which time it will
> crash.  We observed between 600-700mb of additional memory allocation on our
> systems per day until we reached that upper limit.  Our system handles ~200
> support people concurrently, though I am not sure if this has a bearing on
> the speed at which memory is allocated.
>
> We were given a patch (which will become the patch 001 for 7.0.01), but
> it is pre-restricted release, which I am being told means it will be 3 or
> more weeks before the patch is at the general release level.  Trying to save
> anyone the headache in case they planned to venture down this road any time
> soon.
>
> Relavent Environment Info:
> - Oracle 9i with AL32UTF8 character set
> - Oracle 10g client
> - Solaris 9
> - ARS 7.0.01
> - Mixture of clients, ranging from 5.x to 7.0.01
>
>
> I have been told the same problem has been exhibited on Linux as well.
> Not sure if it pertains to the db, the client versions, the character sets,
> etc.
>
> Axton Grams
> __20060125___This posting was submitted with HTML in
> it___
> __20060125___This posting was submitted with HTML in
> it___




--
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with HTML in it___
__20060125___This posting was submitted with HTML in
it___





--
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Re: BMC Support Doesn't

[Axton]

I have to say that my recent experiences with the resolution team (3rd level
I believe) at BMC have been great.  They are difficult to get an audience
with, but when you have their attention, they don't waste any time getting
to the source of the problem and correcting it.  This group has access to
the remedy sources and the knowledge to troubleshoot and resolve the major
issues.

I tip my hat to that group.  You know who you are.

Whatever you do BMC, don't let anyone from that group leave your
organization; and try to hire more like them.

Axton Grams


On 12/12/06, Dave Fincher <[EMAIL PROTECTED]> wrote:


** Just to get my 10 cents in on this one.

I'm not a RAC or RPC, however, my knowledge of the ARS allows me to
operate and develop an extensive custom ARS enviroment with very little
technical support. I've been working with ARS for about 7 years in an
isolated network environment as the Senior Developer.  Imagine the response
from the Remedy Tech. when I tell them that a WebEx is not possible and "No,
I can't send you my workflow".  The general response is, it's impossible for
us to help you or something along those lines.  There times when I get one
of the support staff listed previously who have an almost intutive knowledge
of what the problem is and where to look, but most importantly realize that
I have done an exensive level of troubleshooting prior to calling.  Mostly,
I solve my own problems unless they are bugs, not well documented, or
something very bizarre is happening.

I view the current BMC support site as marginally more useless than the
previous Remedy SupportWeb.  In the past I have been sent knowledge base
article numbers that I was not able to access through the supportweb and the
techs were completely suprised that they were looking at a more extended
version of the KB than I had access to.  There are very few times that
I actually found a resolution to an issue by searching the old KB and doubt
that the new version has any better information in it.  At some point a
customer needs to be identified as an "Advanced User/Developer" (RCP/RAC, or
otherwise) and afforded more access into the KB and support site.  I'm
not saying that anyone should have direct access to L2 support, but the
pathway there should be accelerated if the L1 support issue map doesn't pan
out.  I don't feel that an experianced developer should have to sit
and retry everything that L1 support walks them through (we've probably
already done that prior to calling).  Let L1 step through a list of Yes/No
questions, Bypass the Yes answers qualify/quantify the No answers and push
to L2 if no resolution is found.

BMC needs to wake up and realize that if they start losing the
more experianced and knowledgeable support staff that no amount of money
spent elswhere will be able to replace them.   They should also take a
lesson from Dell who very quickly pulled all of thier corporate support back
to the U.S. after thier major customers started complaining.  Running a
support shop by outsourcing or with limited resources may be cheaper but
what is the customer satisfaction cost?

Dave Fincher

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Business.__20060125___This
 posting was submitted with HTML in
it___




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FTS License Upgarde

[John Cortes]

During the past 2 weeks we've upgraded our Development AR Server from
version 5 to version 7.0.1.

In the process of doing this upgrade we found out that we had to
actually install AR Server 7.0.0 Patch 2 first so that the database gets
updated properly.

Once we got that straightened out I went and started to update my licenses.

Now we get to FTS, which we have been using in Version 5 and paying for
all along.

Because the key name is changed I created a ticket online to purge the
old license and get a new license. Never got an email after more then 3
hours.

Call up support and after 20 minutes I'm told that my support rep has to
approve this?

I got the manager on the phone for that group and he's telling me that
this is how it works for this. I tried to explain to him that if I was
doing this on a production machine on a weekend that I can't wait  for a
sales rep to approve such a thing.

Seems kinda ridiculous that I would need approval to upgrade a key that
I have been paying support for, for the whole time we've had our system
running.

Has anyone encountered this with FTS or any other Apps ?

What has been the experiences with this ?

Does anyone think that this is a reasonable thing ?


Thanks

J. Frank Cortes
--
J. Frank Cortes
Technology & Planning
Yale University
175 Whitney Ave,
Room 113,
New Haven, CT 06519

Phone (203) 432-0602
Fax   (203) 432-6243

mail to : [EMAIL PROTECTED]

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Re: ARS 7.0.01 Memory Leak

[Easter, David]

Just FYI, David's description below is our understanding as well.  The
issue occurs on (a) Unicode configured AR Servers with (b) older clients
connecting to the AR Server.  While a very serious issue (hence the
patch), it should not affect customers not using the combination of
Unicode and older clients.
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, December 11, 2006 4:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.0.01 Memory Leak


** 
Axton,
 
I remember seeing a presentation that noted a serious memory leak with
7.0.1 server configured for Unicode (the app server not the database)
with pre-7.0.1 clients.  Again I don't remember details but I think
7.0.1 clients were fine.  It's the older clients that cause the issue.
Armed with this information, Support should be able to provide more
details.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, December 11, 2006 6:49 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.0.01 Memory Leak


** Just wanted to send a note and inform anyone planning to upgrade to
7.0.01 that it is not production ready.  We implemented this in a
production environment, only to find massive memory leaks in the
product.  The arserverd process will continue to run fine until it
reaches the upper limits of the 32-bit memory address space (~4gb), at
which time it will crash.  We observed between 600-700mb of additional
memory allocation on our systems per day until we reached that upper
limit.  Our system handles ~200 support people concurrently, though I am
not sure if this has a bearing on the speed at which memory is
allocated. 

We were given a patch (which will become the patch 001 for 7.0.01), but
it is pre-restricted release, which I am being told means it will be 3
or more weeks before the patch is at the general release level.  Trying
to save anyone the headache in case they planned to venture down this
road any time soon. 

Relavent Environment Info:
- Oracle 9i with AL32UTF8 character set
- Oracle 10g client
- Solaris 9
- ARS 7.0.01
- Mixture of clients, ranging from 5.x to 7.0.01


I have been told the same problem has been exhibited on Linux as well.
Not sure if it pertains to the db, the client versions, the character
sets, etc. 

Axton Grams
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ 

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Re: BMC Support Doesn't

[Dave Fincher]

Just to get my 10 cents in on this one.
   
  I'm not a RAC or RPC, however, my knowledge of the ARS allows me to operate 
and develop an extensive custom ARS enviroment with very little technical 
support. I've been working with ARS for about 7 years in an isolated network 
environment as the Senior Developer.  Imagine the response from the Remedy 
Tech. when I tell them that a WebEx is not possible and "No, I can't send you 
my workflow".  The general response is, it's impossible for us to help you or 
something along those lines.  There times when I get one of the support staff 
listed previously who have an almost intutive knowledge of what the problem is 
and where to look, but most importantly realize that I have done an exensive 
level of troubleshooting prior to calling.  Mostly, I solve my own problems 
unless they are bugs, not well documented, or something very bizarre is 
happening.
   
  I view the current BMC support site as marginally more useless than the 
previous Remedy SupportWeb.  In the past I have been sent knowledge base 
article numbers that I was not able to access through the supportweb and the 
techs were completely suprised that they were looking at a more extended 
version of the KB than I had access to.  There are very few times that I 
actually found a resolution to an issue by searching the old KB and doubt that 
the new version has any better information in it.  At some point a customer 
needs to be identified as an "Advanced User/Developer" (RCP/RAC, or otherwise) 
and afforded more access into the KB and support site.  I'm not saying that 
anyone should have direct access to L2 support, but the pathway there should be 
accelerated if the L1 support issue map doesn't pan out.  I don't feel that an 
experianced developer should have to sit and retry everything that L1 support 
walks them through (we've probably already done that prior to calling).
  Let L1 step through a list of Yes/No questions, Bypass the Yes answers 
qualify/quantify the No answers and push to L2 if no resolution is found.
   
  BMC needs to wake up and realize that if they start losing the more 
experianced and knowledgeable support staff that no amount of money spent 
elswhere will be able to replace them.   They should also take a lesson from 
Dell who very quickly pulled all of thier corporate support back to the U.S. 
after thier major customers started complaining.  Running a support shop by 
outsourcing or with limited resources may be cheaper but what is the customer 
satisfaction cost?
  
Dave Fincher

 
-
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Re: Active Directory Administration from Remedy

[Fannin, Teresa]

Have you done this with Version 7.0.1?



From: Action Request System discussion list(ARSList) on behalf of Luttmann, 
Michael W Ctr 21 SCS/SCBBN
Sent: Mon 11/13/2006 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Directory Administration from Remedy



We do fairly extensive personnel management by pushing and pulling info
to and from Active Directory using the LDAP vendor forms.  We even do
account creation and disabling that way now, through our (customized)
personnel management form.

We have set up our ARDBC LDAP form to use a domain account with admin
privileges in AD, then I created filters that modify the vendor form
data as values are changed in Remedy.  The implicit SAVE action from the
filter writes the data to AD. 

I've only had one issue with it, when I tried to modify two values in
one filter and it caused the LDAP thread to lock up.  While debugging, I
split the action into two separate filters (to see which value was
causing the problem), and it all cleared up.

I'll be happy to provide more detail if you have specific questions.

Mike Luttmann
Senior Database Engineer
[EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, November 13, 2006 7:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Active Directory Administration from Remedy

Chris,

I have not yet set out on this path, but I see it in my future too.
>From the little work I have done playing with the idea I think one
option might be to turn to a command line interface. (Especially if
your ARS server runs on a Windows Server.) AD appears to have some
command line tools that might make this type of thing fairly easy to
to.

I would think that if you have to build a Web Service front end to AD
that you would have much more initial work to do and likely more
ongoing work than using Microsoft supplied command line interfaces.

I did stumble into this info and found it quite eye opening on this
topic to.  ( http://www.intel.com/it/pdf/active-directory.pdf )

Please let us (or at least me) know what you end up doing. :) I am
sure there are others out there that would like to let ARS manage
their AD universe(s) 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, Chris Abell <[EMAIL PROTECTED]> wrote:
> Hi all
>
> I've been tasked with creating a Remedy front end that will be used to
> administer accounts and security groups in Active Directory.
>
> We're using a few different LDAP vendor forms for part of this project
but
> this won't meet all of our data requirements, so WebServices appear to
be
> the most logical next step.
>
> What I'd like to know is:
>
> Has anyone else attempted this kind of project? If so, how did you go
> about it (in terms of products/protocols)?
>
> What kind of things should I be looking out for?
(interpreting/updating
> the userAccountControl attribute being an example of something that
won't
> be entirely straighforward)
>
> Thanks
>
> Chris


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JOB :: ITSM v7 Developers :: South UK

[Rachel Kerwick]

Good Afternoon List,

I currently have an opportunity working for TuringSMI Ltd in the UK, for 
Remedy ITSM Consultants to work remotely on one of our projects.

You will be required to work on ITSM v7 and therefore previous experience 
is desireable.

This is likely to be a contract of 3 months minimum with a start at the 
beginning of 2007.

If you are interested in this contract please contact me (details below) 
to discuss in more detail.

As always, many thanks for your attention and I hope you all have a 
pleasant day.

Kind regards,

Rachel Kerwick
Resourcing

TuringSMI
200 Brook Drive
Green Park
Reading
Berkshire
RG2 6UB

Office: +44 (0) 1189 256049
Mobile: +44 (0) 7875 431604
Fax: +44 (0) 1189 497221
Website: www.turingsmi.com
eMail: [EMAIL PROTECTED]

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OT- BMC Support Doesn't

[Sanford, Claire]

If you do, the party is at my house!  I live about 15 mins from
"HomeBase"! 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Tuesday, December 12, 2006 8:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't

Rick, some days, you're practically poetic.

Maybe we should march on Houston in protest.

J Meyer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, December 11, 2006 6:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't

**
Shawn, you mentioned something that flicked a switch in my mind when you
were talking about the KBs as part of an ITIL process.  My ITIL
foundations class featured the BMC Airport Simulator, led by Mr. Atwell
Williams (both of which I heartily recommend).  The entire point of the
simulation was to show the value of pushing resolution data as close to
the source of the problem as was practical, with the goal to minimize
outage times.  Given that, a stronger emphasis on self-service is a
natural thing that is not at odds with ITIL, but is being hamstrung by
the limitations on the self-service data we're allowed to see.
 
BMC, if you're going to make us do more work ourselves, give us the
proper tools with which to do it.  Open up the KB, and make it more
usable, starting with your base search criteria.  Why on earth can I not
select "Remedy Help Desk", or "CMDB" on the full product list?  If I
select Service Desk, I can only select v7.0, which must be what - 2% of
the installed ITSM base?  How am I supposed to know how to find the KBs
for the other versions?  For CMDB, I can only select products associated
with it - not the CMDB itself.  This is indicative of the BMC folks
trying to do Remedy stuff - they just aren't up to the task.
 
To do this the half-assed way it's currently being done serves neither
the customers nor the support staff well.  To be honest, to really make
it work right, BMC would have to get out of the way of the Remedy people
who were pretty much doing it right before you came along.
 
Rick


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, December 11, 2006 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't


**
This is one of the flaws of most early ITIL adoptions I think.  While in
ITIL everything is initiated and communicated through the Service Desk
as front line support, that doesn't mean that it has to be an
organization structure.  There's no valid reason for them to limit the
KBs as tightly as another person in this thread mentioned, as that would
help some of these issues.  Additionally, I think with better
categorization of incidents, they could probably route calls such as the
bug you mentioned faster.
 
I do agree with BMC's idea of not necessarily having all calls go
automatically to the most experienced techs.  You don't want to waste
the time of a level 2 person or an engineer with questions about how to
turn on log files or create users, that would be very inefficient and
probably bore them to tears and make them want to quit.  The idea of
having some more detailed information on support users, a detailed
profile to let them know that you are experienced enough to
automatically route the ticket/call to level 2 or at least some of the
more advanced level 1 people is good though.  There was an ITIL-related
session of the pre-tutorials at the UserWorld this year where the
gentleman running the session discussed setting up the equivalent of the
"ten items or less" express lanes for easy problems and the normal lanes
for bigger ones.  Detailed user profiles based on length of time as a
user on Supportweb and previous calls could probably help out in routing
tickets and calls in addition to categorization.
 
There's a lot of room for opportunity, and I hope BMC changes things for
the better.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, December 11, 2006 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't


** 
This is more or less what I meant. As someone who has spent so
much time on these systems, chances that you raise an issue that could
have been resolved by reading the manuals are much less. Chances that
you raise an issue without conducting preliminary checks to see if you
have done anything wrong before raising that issue are even lesser. I
personally think that anyone who has worked with the ARS for more than 4
or 5 years better know basic troubleshooting to eliminate obvious causes
for problems he or she is facing. Such a person is a better candidate
for having an almost on demand access for tier 2 support.
 
Some of the ti

Re: ARS 7.0.01 Memory Leak

[Axton]

Another thing it breaks is variable substitution on email templates if there
is a value in the substitution that matches this pattern:

"% www.%" OR "www.% "

The substitition replaces the values with:

 instead of 

If you are using html templates, this means that anything referencing a
resource from a site that begins with "www." will be broken if the "www."
value is placed in the email using template variable substitution.

Axton Grams


On 12/12/06, Axton <[EMAIL PROTECTED]> wrote:


Another thing it breaks is the Application-Confirm-Group run process
command.  In the 6.x releases, you could check membership of a role id
(negative number).  This always returns false in 7.0.01.  Not sure if this
is the case with 7.0.

Axton Grams


 On 12/12/06, patrick zandi <[EMAIL PROTECTED]> wrote:
>
> ** Mine works,  Both Solaris server and Windows server versions.
> I even have it working with SSO - Remedy style for the web.
>
> This might be the issue -- If you are using area-hub then make sure your
> ar.conf does only has
> Plugin: ardbcconf.dll
> Plugin: WebService.dll
> THEN
> Plugin: areahub.dll
> AREA-Hub-Plugin: areasso.dll
> AREA-Hub-Plugin: arealdap.dll
> Plugin: ardbcldap.dll
> Plugin: FlashboardObject.dll
> Plugin: ServerAdmin.dll
> Plugin: reportplugin.dll
>
> -- It for some REASON added a Plugin in the first 3 lines of the ar.conf..
> Check that first.. FYI
>
>
> On 12/12/06, strauss <[EMAIL PROTECTED] > wrote:
> >
> > ** The other thing that the 7.0.01 release appears to break is AREA
> > LDAP authentication. None of the settings for AREA that worked on a
> > 7.0 server are working on 7.0.01.
> >
> > 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:arslist@ARSLIST.ORG
> > ] *On Behalf Of *Axton
> > *Sent:* Monday, December 11, 2006 5:49 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* ARS 7.0.01 Memory Leak
> >
> >
> > ** Just wanted to send a note and inform anyone planning to upgrade to
> > 7.0.01 that it is not production ready.  We implemented this in a
> > production environment, only to find massive memory leaks in the product.
> > The arserverd process will continue to run fine until it reaches the upper
> > limits of the 32-bit memory address space (~4gb), at which time it will
> > crash.  We observed between 600-700mb of additional memory allocation on our
> > systems per day until we reached that upper limit.  Our system handles ~200
> > support people concurrently, though I am not sure if this has a bearing on
> > the speed at which memory is allocated.
> >
> > We were given a patch (which will become the patch 001 for 7.0.01),
> > but it is pre-restricted release, which I am being told means it will be 3
> > or more weeks before the patch is at the general release level.  Trying to
> > save anyone the headache in case they planned to venture down this road any
> > time soon.
> >
> > Relavent Environment Info:
> > - Oracle 9i with AL32UTF8 character set
> > - Oracle 10g client
> > - Solaris 9
> > - ARS 7.0.01
> > - Mixture of clients, ranging from 5.x to 7.0.01
> >
> >
> > I have been told the same problem has been exhibited on Linux as
> > well.  Not sure if it pertains to the db, the client versions, the character
> > sets, etc.
> >
> > Axton Grams
> > __20060125___This posting was submitted with HTML
> > in it___
> > __20060125___This posting was submitted with HTML
> > in it___
>
>
>
>
> --
> Patrick Zandi __20060125___This posting was
> submitted with HTML in it___





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Re: Importing data from and Active Directory

[Rob Backstrom]

That is a good point, I assume nothing.  Main reason for not having a
solution yet is I have not been able to access the server with the admin
tool due to firewall issues.  Once I get access I guess I have some work on
my hands.

Rob


On 12/12/06, Carey Matthew Black <[EMAIL PROTECTED]> wrote:


Rob,

You previously said: "We have setup LDAP against the AD but ..."

So what do you think would be different about a "Vendor form" vs using
the ARDBC LDAP plugin?

--
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 12/12/06, Rob Backstrom <[EMAIL PROTECTED]> wrote:
> **
> So the best solution is to create a vendor form to get the data in?  We
are
> running on Solaris with Oracle DB(sandbox) and the AD of course is MS
SQL.
> We were looking at having the AD server push the data into a separate
Oracle
> DB and then create a vendor form against this table.  But, is it
possible to
> create a vendor form diretcly to the AD database?  Would make things
easier.
>
> Rob



> > -Original Message-
> > From: [EMAIL PROTECTED]
> > To: arslist@ARSLIST.ORG
> > Sent: Mon, 11 Dec 2006 5:07 PM
> > Subject: Importing data from and Active Directory
> >
> > **
> > Hi,
> >
> > Has anyone ever imported data from an Active Directory into the
CMDB?  We
> have 6 fields in the AD that store computer system information and we
want
> to get this data into the CMDB.  We have setup LDAP against the AD but I
> have never tried or even thought about importing data stored in the AD
to
> Remedy.
> >
> > Currently running ITSM 7.0.1 and CMDB 2.0.1.
> >
> > Thanks,
> >
> > Rob


___
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the Answers Are"



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Are"

Re: Mid Tier

[ARSList]

6.3 Patch 13 
(someday a newer patch)



Nick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Phillips
Sent: Tuesday, December 12, 2006 6:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier

What version are we talking about here?  Or does it matter?

Thanks,

rp

ARSList wrote:
> I heard 4MB too. However, we have 1GB on a Mid-Tier server (Dual
2.8Ghz,
> 1GB RAID 5 Intel) with ASAPI. I have only seen 32 maximum concurrent
> users on our IIS web box. It is has 512MB for the Java startup. Our
> Mid-Tier seems a little slow. I want to get more ram, but I need to
get
> more statistics to present to management to procure the memory.
>
>
>
> Good luck.
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
> Sent: Monday, December 11, 2006 11:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Mid Tier
>
>
>
> Hello Chris,
>
>
>
> How are you doing.
>
>
>
> I don't recall where I had heard this but it was a reliable source.
You
> should take into account at least 4 MB per concurrent user logged in
on
> a mid tier server as far as server memory is concerned to use the
> Mid-Tier application.
>
>
> Joe D'Souza
>
> Remedy Developer / Consultant,
>
> BearingPoint,
>
> Virginia.
>
>
>
> - Original Message 
> From: "Pickering, Christopher"
> <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, December 11, 2006 11:36:37 AM
> Subject: Mid Tier
>
> **
>
> Ladies and Gentlemen,
>
>
>
> Does anyone have any idea as to how many connections is the maximum
for
> midtier and to support that maximum, how much memory should be
required.
> I would prefer a ratio if that is possible.  I realize there are many
> variables involved, but a best guess would be preferred.
>
>
>
> C
>
>
>
> Christopher H. Pickering
>
> Remedy System Administrator
>
> Premiere Global Services, Inc.
>
> 100 Tormee Drive
>
> Tinton Falls, NJ  07712
>
> 732.389.3900 X2411/800.333.0568 X2411
>
> [EMAIL PROTECTED]
>
> www.premiereglobal.com 
>
>  
>
>
>
> __20060125___This posting was submitted with HTML
in
> it___
>
>
>
>
>
> 
>
> Everyone is raving about the all-new Yahoo! Mail beta.
>
 ilbeta>
>
> __20060125___This posting was submitted with HTML
in
> it___
>
>

___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
ARSlist:"Where the Answers Are"
>
> --_=_NextPart_001_01C71D61.93E90887
> Content-Type: text/html
> Content-Transfer-Encoding: quoted-printable
> X-Google-AttachSize: 10125
>
> **
> 
>
> 
> 
> 
> 
> 
> 
>
> 
>
> 
>
> 
>
> I heard 4MB too. However, we have
1GB on a
> Mid-Tier server (Dual 2.8Ghz, 1GB RAID 5 Intel) with ASAPI. I have
only seen 32
> maximum concurrent users on our IIS web box. It is has 512MB for the
Java
> startup. Our Mid-Tier seems a little slow. I want to get more ram, but
I need
> to get more statistics to present to management to procure the
memory.
>
>  
>
> Good luck.
>
>  
>
> 
>
>  size=3 face="Times New Roman">
>
> 
>
> 
>
> 
style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From: size=2 face=Tahoma>
Action
> Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
 style='font-weight:bold'>On Behalf Of Joe DeSouza
> Sent: Monday, December
11, 2006
> 11:18 AM
> To:
arslist@ARSLIST.ORG
> Subject: Re: Mid
Tier
>
> 
>
>  style='font-size:12.0pt'> 
>
> 
>
> 
>
>  style='font-size:8.0pt;font-family:Courier'>Hello
Chris,
>
> 
>
> 
>
>  style='font-size:8.0pt;font-family:Courier'> 
>
> 
>
> 
>
>  style='font-size:8.0pt;font-family:Courier'>How are you
doing.
>
> 
>

Re: ARS 7.0.01 Memory Leak

[strauss]

Only one of the ar.cfg files I am looking at had the AREA-Hub-Plugin:
arealdap.dll line at all (and it had two next to each other). Neither
has a AREA-Hub-Plugin: areasso.dll line.
 
On both of mine, the Plugin: ardbcconf.dll line was about the third line
down.

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 patrick zandi
Sent: Tuesday, December 12, 2006 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.0.01 Memory Leak


** 
Mine works,  Both Solaris server and Windows server versions.
I even have it working with SSO - Remedy style for the web.
 
This might be the issue -- If you are using area-hub then make sure your
ar.conf does only has
Plugin: ardbcconf.dll
Plugin: WebService.dll
THEN
Plugin: areahub.dll
AREA-Hub-Plugin: areasso.dll
AREA-Hub-Plugin: arealdap.dll
Plugin: ardbcldap.dll
Plugin: FlashboardObject.dll
Plugin: ServerAdmin.dll
Plugin: reportplugin.dll
 
-- It for some REASON added a Plugin in the first 3 lines of the
ar.conf.. Check that first.. FYI

 
On 12/12/06, strauss <[EMAIL PROTECTED]> wrote: 

** 
The other thing that the 7.0.01 release appears to break is AREA
LDAP authentication. None of the settings for AREA that worked on a 7.0
server are working on 7.0.01.

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:arslist@ARSLIST.ORG ] On Behalf Of Axton
Sent: Monday, December 11, 2006 5:49 PM
To: arslist@ARSLIST.ORG 
Subject: ARS 7.0.01 Memory Leak

 
** Just wanted to send a note and inform anyone planning to
upgrade to 7.0.01 that it is not production ready.  We implemented this
in a production environment, only to find massive memory leaks in the
product.  The arserverd process will continue to run fine until it
reaches the upper limits of the 32-bit memory address space (~4gb), at
which time it will crash.  We observed between 600-700mb of additional
memory allocation on our systems per day until we reached that upper
limit.  Our system handles ~200 support people concurrently, though I am
not sure if this has a bearing on the speed at which memory is
allocated. 

We were given a patch (which will become the patch 001 for
7.0.01), but it is pre-restricted release, which I am being told means
it will be 3 or more weeks before the patch is at the general release
level.  Trying to save anyone the headache in case they planned to
venture down this road any time soon. 

Relavent Environment Info:
- Oracle 9i with AL32UTF8 character set
- Oracle 10g client
- Solaris 9
- ARS 7.0.01
- Mixture of clients, ranging from 5.x to 7.0.01


I have been told the same problem has been exhibited on Linux as
well.  Not sure if it pertains to the db, the client versions, the
character sets, etc. 

Axton Grams
__20060125___This posting was submitted with
HTML in it___ 
__20060125___This posting was submitted with
HTML in it___ 




-- 
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 

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

Re: Importing data from and Active Directory

[Carey Matthew Black]

Rob,

You previously said: "We have setup LDAP against the AD but ..."

So what do you think would be different about a "Vendor form" vs using
the ARDBC LDAP plugin?

--
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 12/12/06, Rob Backstrom <[EMAIL PROTECTED]> wrote:

**
So the best solution is to create a vendor form to get the data in?  We are
running on Solaris with Oracle DB(sandbox) and the AD of course is MS SQL.
We were looking at having the AD server push the data into a separate Oracle
DB and then create a vendor form against this table.  But, is it possible to
create a vendor form diretcly to the AD database?  Would make things easier.

Rob





> -Original Message-
> From: [EMAIL PROTECTED]
> To: arslist@ARSLIST.ORG
> Sent: Mon, 11 Dec 2006 5:07 PM
> Subject: Importing data from and Active Directory
>
> **
> Hi,
>
> Has anyone ever imported data from an Active Directory into the CMDB?  We
have 6 fields in the AD that store computer system information and we want
to get this data into the CMDB.  We have setup LDAP against the AD but I
have never tried or even thought about importing data stored in the AD to
Remedy.
>
> Currently running ITSM 7.0.1 and CMDB 2.0.1.
>
> Thanks,
>
> Rob


___
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Are"

Re: ARS 7.0.01 Memory Leak

[Axton]

Another thing it breaks is the Application-Confirm-Group run process
command.  In the 6.x releases, you could check membership of a role id
(negative number).  This always returns false in 7.0.01.  Not sure if this
is the case with 7.0.

Axton Grams


On 12/12/06, patrick zandi <[EMAIL PROTECTED]> wrote:


** Mine works,  Both Solaris server and Windows server versions.
I even have it working with SSO - Remedy style for the web.

This might be the issue -- If you are using area-hub then make sure your
ar.conf does only has
Plugin: ardbcconf.dll
Plugin: WebService.dll
THEN
Plugin: areahub.dll
AREA-Hub-Plugin: areasso.dll
AREA-Hub-Plugin: arealdap.dll
Plugin: ardbcldap.dll
Plugin: FlashboardObject.dll
Plugin: ServerAdmin.dll
Plugin: reportplugin.dll

-- It for some REASON added a Plugin in the first 3 lines of the ar.conf..
Check that first.. FYI


On 12/12/06, strauss <[EMAIL PROTECTED]> wrote:
>
> ** The other thing that the 7.0.01 release appears to break is AREA LDAP
> authentication. None of the settings for AREA that worked on a 7.0server are 
working on
> 7.0.01.
>
> 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:arslist@ARSLIST.ORG
> ] *On Behalf Of *Axton
> *Sent:* Monday, December 11, 2006 5:49 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ARS 7.0.01 Memory Leak
>
>
> ** Just wanted to send a note and inform anyone planning to upgrade to
> 7.0.01 that it is not production ready.  We implemented this in a
> production environment, only to find massive memory leaks in the product.
> The arserverd process will continue to run fine until it reaches the upper
> limits of the 32-bit memory address space (~4gb), at which time it will
> crash.  We observed between 600-700mb of additional memory allocation on our
> systems per day until we reached that upper limit.  Our system handles ~200
> support people concurrently, though I am not sure if this has a bearing on
> the speed at which memory is allocated.
>
> We were given a patch (which will become the patch 001 for 7.0.01), but
> it is pre-restricted release, which I am being told means it will be 3 or
> more weeks before the patch is at the general release level.  Trying to save
> anyone the headache in case they planned to venture down this road any time
> soon.
>
> Relavent Environment Info:
> - Oracle 9i with AL32UTF8 character set
> - Oracle 10g client
> - Solaris 9
> - ARS 7.0.01
> - Mixture of clients, ranging from 5.x to 7.0.01
>
>
> I have been told the same problem has been exhibited on Linux as well.
> Not sure if it pertains to the db, the client versions, the character sets,
> etc.
>
> Axton Grams
> __20060125___This posting was submitted with HTML in
> it___
> __20060125___This posting was submitted with HTML in
> it___




--
Patrick Zandi __20060125___This posting was submitted
with HTML in it___


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

Re: Importing data from and Active Directory

[Rob Backstrom]

So the best solution is to create a vendor form to get the data in?  We are
running on Solaris with Oracle DB(sandbox) and the AD of course is MS SQL.
We were looking at having the AD server push the data into a separate Oracle
DB and then create a vendor form against this table.  But, is it possible to
create a vendor form diretcly to the AD database?  Would make things easier.

Rob


On 12/11/06, Roger Justice <[EMAIL PROTECTED]> wrote:


** Initially you want to map where you want this data to be stored and
then use the Class Manager to modify any forms within the CMDB. I would
suggest that you create a new staging form to import into and review the
data. After you have gotten the data into the staging form you can use a
filter to do a field match to import to the specific entry that matches.
After all of this is tested you can then set an escalation to do the update.
I would strongly suggest that you do not update the CMDB entry directly from
the AD.

Roger


-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 11 Dec 2006 5:07 PM
Subject: Importing data from and Active Directory

 ** Hi,

Has anyone ever imported data from an Active Directory into the CMDB?  We
have 6 fields in the AD that store computer system information and we want
to get this data into the CMDB.  We have setup LDAP against the AD but I
have never tried or even thought about importing data stored in the AD to
Remedy.

Currently running ITSM 7.0.1 and CMDB 2.0.1.

Thanks,

Rob
__20060125___This posting was submitted with HTML in
it___
 --
*Check out the new 
AOL*.
Most comprehensive set of free safety and security tools, free access to
millions of high-quality videos from across the web, free AOL Mail and more.

__20060125___This posting was submitted with HTML in
it___



___
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Are"

Re: ARS 7.0.01 Memory Leak

[patrick zandi]

Mine works,  Both Solaris server and Windows server versions.
I even have it working with SSO - Remedy style for the web.

This might be the issue -- If you are using area-hub then make sure your
ar.conf does only has
Plugin: ardbcconf.dll
Plugin: WebService.dll
THEN
Plugin: areahub.dll
AREA-Hub-Plugin: areasso.dll
AREA-Hub-Plugin: arealdap.dll
Plugin: ardbcldap.dll
Plugin: FlashboardObject.dll
Plugin: ServerAdmin.dll
Plugin: reportplugin.dll

-- It for some REASON added a Plugin in the first 3 lines of the ar.conf..
Check that first.. FYI


On 12/12/06, strauss <[EMAIL PROTECTED]> wrote:


** The other thing that the 7.0.01 release appears to break is AREA LDAP
authentication. None of the settings for AREA that worked on a 7.0 server
are working on 7.0.01.

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 *Axton
*Sent:* Monday, December 11, 2006 5:49 PM
*To:* arslist@ARSLIST.ORG
*Subject:* ARS 7.0.01 Memory Leak


** Just wanted to send a note and inform anyone planning to upgrade to
7.0.01 that it is not production ready.  We implemented this in a
production environment, only to find massive memory leaks in the product.
The arserverd process will continue to run fine until it reaches the upper
limits of the 32-bit memory address space (~4gb), at which time it will
crash.  We observed between 600-700mb of additional memory allocation on our
systems per day until we reached that upper limit.  Our system handles ~200
support people concurrently, though I am not sure if this has a bearing on
the speed at which memory is allocated.

We were given a patch (which will become the patch 001 for 7.0.01), but it
is pre-restricted release, which I am being told means it will be 3 or more
weeks before the patch is at the general release level.  Trying to save
anyone the headache in case they planned to venture down this road any time
soon.

Relavent Environment Info:
- Oracle 9i with AL32UTF8 character set
- Oracle 10g client
- Solaris 9
- ARS 7.0.01
- Mixture of clients, ranging from 5.x to 7.0.01


I have been told the same problem has been exhibited on Linux as well.
Not sure if it pertains to the db, the client versions, the character sets,
etc.

Axton Grams
__20060125___This posting was submitted with HTML in
it___
__20060125___This posting was submitted with HTML in
it___





--
Patrick Zandi

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

Re: Mid Tier

[Joe DeSouza]

I wouldn't think the version of the AR Mid-Tier might matter that much as 
resources used to drive the mid-tier app is consumed more by the web server and 
the JSP engine and not so much by the mid-tier application itself. The 
architecture of the mid-tier application did change over the years that the 
mid-tier application has evolved but it hasn't really changed so much that the 
resource required was significantly different. I had heard about the 4MB per 
concurrent user during the early days of MT, and I would think that would 
remain the same for the current versions itself including V7 of the MT 
application..
 
Joe



- Original Message 
From: "Pickering, Christopher" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 9:58:50 AM
Subject: Re: Mid Tier


6.3 patch 16

C 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Phillips
Sent: Tuesday, December 12, 2006 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier

What version are we talking about here?  Or does it matter?

Thanks,

rp

ARSList wrote:
> I heard 4MB too. However, we have 1GB on a Mid-Tier server (Dual 
> 2.8Ghz, 1GB RAID 5 Intel) with ASAPI. I have only seen 32 maximum 
> concurrent users on our IIS web box. It is has 512MB for the Java 
> startup. Our Mid-Tier seems a little slow. I want to get more ram, but

> I need to get more statistics to present to management to procure the
memory.
>
>
>
> Good luck.
>
>
>
> 
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
> Sent: Monday, December 11, 2006 11:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Mid Tier
>
>
>
> Hello Chris,
>
>
>
> How are you doing.
>
>
>
> I don't recall where I had heard this but it was a reliable source. 
> You should take into account at least 4 MB per concurrent user logged 
> in on a mid tier server as far as server memory is concerned to use 
> the Mid-Tier application.
>
>
> Joe D'Souza
>
> Remedy Developer / Consultant,
>
> BearingPoint,
>
> Virginia.
>
>
>
> - Original Message 
> From: "Pickering, Christopher"
> <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, December 11, 2006 11:36:37 AM
> Subject: Mid Tier
>
> **
>
> Ladies and Gentlemen,
>
>
>
> Does anyone have any idea as to how many connections is the maximum 
> for midtier and to support that maximum, how much memory should be
required.
> I would prefer a ratio if that is possible.  I realize there are many 
> variables involved, but a best guess would be preferred.
>
>
>
> C
>
>
>
> Christopher H. Pickering
>
> Remedy System Administrator
>
> Premiere Global Services, Inc.
>
> 100 Tormee Drive
>
> Tinton Falls, NJ  07712
>
> 732.389.3900 X2411/800.333.0568 X2411
>
> [EMAIL PROTECTED]
>
> www.premiereglobal.com 
>
>  
>
>
>
> __20060125___This posting was submitted with HTML 
> in it___
>
>
>
>
>
> 
>
> Everyone is raving about the all-new Yahoo! Mail beta.
>  ma
> ilbeta>
>
> __20060125___This posting was submitted with HTML 
> in it___
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> ARSlist:"Where the Answers Are"
>
> --_=_NextPart_001_01C71D61.93E90887
> Content-Type: text/html
> Content-Transfer-Encoding: quoted-printable
> X-Google-AttachSize: 10125
>
> **
> 
>
> 
> 

>  
> 
> 
>
> 
>
> 
>
> 
>
> I heard 4MB too. However, we have

> 1GB on a Mid-Tier server (Dual 2.8Ghz, 1GB RAID 5 Intel) with ASAPI. I

> have only seen 32 maximum concurrent users on our IIS web box. It is 
> has 512MB for the Java startup. Our Mid-Tier seems a little slow. I 
> wan

Re: ARS 7.0.01 Memory Leak

[strauss]

The other thing that the 7.0.01 release appears to break is AREA LDAP
authentication. None of the settings for AREA that worked on a 7.0
server are working on 7.0.01.

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 Axton
Sent: Monday, December 11, 2006 5:49 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.0.01 Memory Leak


** Just wanted to send a note and inform anyone planning to upgrade to
7.0.01 that it is not production ready.  We implemented this in a
production environment, only to find massive memory leaks in the
product.  The arserverd process will continue to run fine until it
reaches the upper limits of the 32-bit memory address space (~4gb), at
which time it will crash.  We observed between 600-700mb of additional
memory allocation on our systems per day until we reached that upper
limit.  Our system handles ~200 support people concurrently, though I am
not sure if this has a bearing on the speed at which memory is
allocated. 

We were given a patch (which will become the patch 001 for 7.0.01), but
it is pre-restricted release, which I am being told means it will be 3
or more weeks before the patch is at the general release level.  Trying
to save anyone the headache in case they planned to venture down this
road any time soon. 

Relavent Environment Info:
- Oracle 9i with AL32UTF8 character set
- Oracle 10g client
- Solaris 9
- ARS 7.0.01
- Mixture of clients, ranging from 5.x to 7.0.01


I have been told the same problem has been exhibited on Linux as well.
Not sure if it pertains to the db, the client versions, the character
sets, etc. 

Axton Grams
__20060125___This posting was submitted with HTML in
it___ 

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UNSUBSCRIBE

[Van Leemput Paul]

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UNSUBSRIBE

[Van Leemput Paul]

"Meyer, Jennifer" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

12/12/2006 15:47
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: UNSUBSRIBE







Sorry, all.  Couldn't help myself. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Tuesday, December 12, 2006 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: UNSUBSRIBE

Be nice Jennifer.'tis the season you know.


Dan, can you put this at the TOP of every message too?
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
the Answers Are" 

Peace to all.

John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Tuesday, December 12, 2006 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: UNSUBSRIBE

Why, yes you can.  Spell "unsubscribe" correctly in the subject line,
and that just might do it.

J Meyer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Syed Basith (sbasith)
Sent: Tuesday, December 12, 2006 9:08 AM
To: arslist@ARSLIST.ORG
Subject: UNSUBSRIBE

**
Hi,
 
Can you UNSUBSCRIBE from this list.
 
Thanks
Syed Abdul Basith
__20060125___This posting was submitted with HTML in
it___ 


___
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the Answers Are"


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Re: ARServer 7.0.01 Memory Leaks

[Axton]

The patch did fix the problem, but it is not yet marked as a restricted
release.  It is pre-restricted release.  We have been running below 600mb
since the patch was implemented on Sunday.

Axton Grams


On 12/12/06, Rafael Rodriguez <[EMAIL PROTECTED]> wrote:


Axton

Did the restricted release patch fix the problem?


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Re: ARS 7.0.01 Memory Leak

[Axton]

This is unrelated.  We are using the 10g client because this is 7.x.  Remedy
knows what the problem is because they are working to release a patch, but
it's not GA yet.

Axton Grams


On 12/12/06, Siti Hawa Bee SHAIK FARID <[EMAIL PROTECTED]>
wrote:


**

Hi Axton,



Saw this in the ITSM installation guide. Perhap it helps. Need to apply
ORACLE Patch. They claimed that the issue unrelated to Remedy.



* *

*WARNING: *There is a very large memory leak in the Oracle 9i libraries
with

HP-UX and LINUX based systems. This is a known issue, unrelated to

BMC Remedy. It is crucial to install, as a minimum, the Oracle Release 2

Patch Set 3 Version 9.2.04 patch *before *installing ITSM, *especially *if
you are

planning on installing any Remedy applications (for example, any

applications in the ITSM or Customer Support and Services suites).

Without this patch, the application installations fail.




 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Shellman, David
*Sent:* Tuesday, 12 December, 2006 08:36
*To:* arslist@ARSLIST.ORG
*Subject:* Re: ARS 7.0.01 Memory Leak



Axton,



I remember seeing a presentation that noted a serious memory leak with
7.0.1 server configured for Unicode (the app server not the database) with
pre-7.0.1 clients.  Again I don't remember details but I think 7.0.1clients 
were fine.  It's the older clients that cause the issue.  Armed with
this information, Support should be able to provide more details.



Dave


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Axton
*Sent:* Monday, December 11, 2006 6:49 PM
*To:* arslist@ARSLIST.ORG
*Subject:* ARS 7.0.01 Memory Leak

** Just wanted to send a note and inform anyone planning to upgrade to
7.0.01 that it is not production ready.  We implemented this in a
production environment, only to find massive memory leaks in the product.
The arserverd process will continue to run fine until it reaches the upper
limits of the 32-bit memory address space (~4gb), at which time it will
crash.  We observed between 600-700mb of additional memory allocation on our
systems per day until we reached that upper limit.  Our system handles ~200
support people concurrently, though I am not sure if this has a bearing on
the speed at which memory is allocated.

We were given a patch (which will become the patch 001 for 7.0.01), but it
is pre-restricted release, which I am being told means it will be 3 or more
weeks before the patch is at the general release level.  Trying to save
anyone the headache in case they planned to venture down this road any time
soon.

Relavent Environment Info:
- Oracle 9i with AL32UTF8 character set
- Oracle 10g client
- Solaris 9
- ARS 7.0.01
- Mixture of clients, ranging from 5.x to 7.0.01


I have been told the same problem has been exhibited on Linux as well.
Not sure if it pertains to the db, the client versions, the character sets,
etc.

Axton Grams
__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___


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Re: ARServer 7.0.01 Memory Leaks

[Rafael Rodriguez]

Axton

Did the restricted release patch fix the problem?

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Re: Mid Tier

[Pickering, Christopher]

6.3 patch 16

C 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Phillips
Sent: Tuesday, December 12, 2006 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier

What version are we talking about here?  Or does it matter?

Thanks,

rp

ARSList wrote:
> I heard 4MB too. However, we have 1GB on a Mid-Tier server (Dual 
> 2.8Ghz, 1GB RAID 5 Intel) with ASAPI. I have only seen 32 maximum 
> concurrent users on our IIS web box. It is has 512MB for the Java 
> startup. Our Mid-Tier seems a little slow. I want to get more ram, but

> I need to get more statistics to present to management to procure the
memory.
>
>
>
> Good luck.
>
>
>
> 
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
> Sent: Monday, December 11, 2006 11:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Mid Tier
>
>
>
> Hello Chris,
>
>
>
> How are you doing.
>
>
>
> I don't recall where I had heard this but it was a reliable source. 
> You should take into account at least 4 MB per concurrent user logged 
> in on a mid tier server as far as server memory is concerned to use 
> the Mid-Tier application.
>
>
> Joe D'Souza
>
> Remedy Developer / Consultant,
>
> BearingPoint,
>
> Virginia.
>
>
>
> - Original Message 
> From: "Pickering, Christopher"
> <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, December 11, 2006 11:36:37 AM
> Subject: Mid Tier
>
> **
>
> Ladies and Gentlemen,
>
>
>
> Does anyone have any idea as to how many connections is the maximum 
> for midtier and to support that maximum, how much memory should be
required.
> I would prefer a ratio if that is possible.  I realize there are many 
> variables involved, but a best guess would be preferred.
>
>
>
> C
>
>
>
> Christopher H. Pickering
>
> Remedy System Administrator
>
> Premiere Global Services, Inc.
>
> 100 Tormee Drive
>
> Tinton Falls, NJ  07712
>
> 732.389.3900 X2411/800.333.0568 X2411
>
> [EMAIL PROTECTED]
>
> www.premiereglobal.com 
>
>  
>
>
>
> __20060125___This posting was submitted with HTML 
> in it___
>
>
>
>
>
> 
>
> Everyone is raving about the all-new Yahoo! Mail beta.
>  ma
> ilbeta>
>
> __20060125___This posting was submitted with HTML 
> in it___
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> ARSlist:"Where the Answers Are"
>
> --_=_NextPart_001_01C71D61.93E90887
> Content-Type: text/html
> Content-Transfer-Encoding: quoted-printable
> X-Google-AttachSize: 10125
>
> **
> 
>
> 
> 

>  
> 
> 
>
> 
>
> 
>
> 
>
> I heard 4MB too. However, we have

> 1GB on a Mid-Tier server (Dual 2.8Ghz, 1GB RAID 5 Intel) with ASAPI. I

> have only seen 32 maximum concurrent users on our IIS web box. It is 
> has 512MB for the Java startup. Our Mid-Tier seems a little slow. I 
> want to get more ram, but I need to get more statistics to present to 
> management to procure the memory.
>
>  
>
> Good luck.
>
>  
>
> 
>
>  style='margin-left:.5in;text-align:center'> size=3 face="Times New Roman">
>
> 
>
> 
>
>  face=Tahoma> style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From: an> size=2 face=Tahoma> 
> Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On 
> Behalf Of Joe DeSouza  style='font-weight:bold'>Sent: Monday, December 11, 2006
> 11:18 AM
> To: 
> arslist@ARSLIST.ORG  style='font-weight:bold'>Subject: Re: Mid 
> Tier
>
> 
>
>  
>
> 
>
> 
>
>  face=Courier>Hello 
> Chris,
>
> 
>
> 
>
>  face=Courier> style='font-size:8.0pt;font-family:Courier'> 
>
> 
>
> 
>
>  face=Courier>How a

Re: UNSUBSRIBE

[Meyer, Jennifer]

Sorry, all.  Couldn't help myself. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Tuesday, December 12, 2006 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: UNSUBSRIBE

Be nice Jennifer.'tis the season you know.


Dan, can you put this at the TOP of every message too?
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
the Answers Are" 

Peace to all.

John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Tuesday, December 12, 2006 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: UNSUBSRIBE

Why, yes you can.  Spell "unsubscribe" correctly in the subject line,
and that just might do it.

J Meyer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Syed Basith (sbasith)
Sent: Tuesday, December 12, 2006 9:08 AM
To: arslist@ARSLIST.ORG
Subject: UNSUBSRIBE

**
Hi,
 
Can you UNSUBSCRIBE from this list.
 
Thanks
Syed Abdul Basith
__20060125___This posting was submitted with HTML in
it___ 


___
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the Answers Are"


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Re: UNSUBSRIBE

[Reiser, John J]

Be nice Jennifer.'tis the season you know.


Dan, can you put this at the TOP of every message too?
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where
the Answers Are" 

Peace to all.

John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased
by me 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Meyer, Jennifer
Sent: Tuesday, December 12, 2006 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: UNSUBSRIBE

Why, yes you can.  Spell "unsubscribe" correctly in the subject line,
and that just might do it.

J Meyer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Syed Basith (sbasith)
Sent: Tuesday, December 12, 2006 9:08 AM
To: arslist@ARSLIST.ORG
Subject: UNSUBSRIBE

**
Hi,
 
Can you UNSUBSCRIBE from this list.
 
Thanks
Syed Abdul Basith
__20060125___This posting was submitted with HTML in
it___ 


___
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the Answers Are"

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Re: BMC Support Doesn't

[Meyer, Jennifer]

Rick, some days, you're practically poetic.

Maybe we should march on Houston in protest.

J Meyer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, December 11, 2006 6:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't

**
Shawn, you mentioned something that flicked a switch in my mind when you
were talking about the KBs as part of an ITIL process.  My ITIL
foundations class featured the BMC Airport Simulator, led by Mr. Atwell
Williams (both of which I heartily recommend).  The entire point of the
simulation was to show the value of pushing resolution data as close to
the source of the problem as was practical, with the goal to minimize
outage times.  Given that, a stronger emphasis on self-service is a
natural thing that is not at odds with ITIL, but is being hamstrung by
the limitations on the self-service data we're allowed to see.
 
BMC, if you're going to make us do more work ourselves, give us the
proper tools with which to do it.  Open up the KB, and make it more
usable, starting with your base search criteria.  Why on earth can I not
select "Remedy Help Desk", or "CMDB" on the full product list?  If I
select Service Desk, I can only select v7.0, which must be what - 2% of
the installed ITSM base?  How am I supposed to know how to find the KBs
for the other versions?  For CMDB, I can only select products associated
with it - not the CMDB itself.  This is indicative of the BMC folks
trying to do Remedy stuff - they just aren't up to the task.
 
To do this the half-assed way it's currently being done serves neither
the customers nor the support staff well.  To be honest, to really make
it work right, BMC would have to get out of the way of the Remedy people
who were pretty much doing it right before you came along.
 
Rick


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Monday, December 11, 2006 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't


**
This is one of the flaws of most early ITIL adoptions I think.  While in
ITIL everything is initiated and communicated through the Service Desk
as front line support, that doesn't mean that it has to be an
organization structure.  There's no valid reason for them to limit the
KBs as tightly as another person in this thread mentioned, as that would
help some of these issues.  Additionally, I think with better
categorization of incidents, they could probably route calls such as the
bug you mentioned faster.
 
I do agree with BMC's idea of not necessarily having all calls go
automatically to the most experienced techs.  You don't want to waste
the time of a level 2 person or an engineer with questions about how to
turn on log files or create users, that would be very inefficient and
probably bore them to tears and make them want to quit.  The idea of
having some more detailed information on support users, a detailed
profile to let them know that you are experienced enough to
automatically route the ticket/call to level 2 or at least some of the
more advanced level 1 people is good though.  There was an ITIL-related
session of the pre-tutorials at the UserWorld this year where the
gentleman running the session discussed setting up the equivalent of the
"ten items or less" express lanes for easy problems and the normal lanes
for bigger ones.  Detailed user profiles based on length of time as a
user on Supportweb and previous calls could probably help out in routing
tickets and calls in addition to categorization.
 
There's a lot of room for opportunity, and I hope BMC changes things for
the better.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, December 11, 2006 3:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support Doesn't


** 
This is more or less what I meant. As someone who has spent so
much time on these systems, chances that you raise an issue that could
have been resolved by reading the manuals are much less. Chances that
you raise an issue without conducting preliminary checks to see if you
have done anything wrong before raising that issue are even lesser. I
personally think that anyone who has worked with the ARS for more than 4
or 5 years better know basic troubleshooting to eliminate obvious causes
for problems he or she is facing. Such a person is a better candidate
for having an almost on demand access for tier 2 support.
 
Some of the tickets I have created in the past, were based on
genuine issues or problems that I have faced that are not documented.
They were either bugs in the install script or where my install crashed
out due to network errors and I had to redo application install so I
needed information as to what I needed to delete from

Re: Mid Tier

[Rick Phillips]

What version are we talking about here?  Or does it matter?

Thanks,

rp

ARSList wrote:
> I heard 4MB too. However, we have 1GB on a Mid-Tier server (Dual 2.8Ghz,
> 1GB RAID 5 Intel) with ASAPI. I have only seen 32 maximum concurrent
> users on our IIS web box. It is has 512MB for the Java startup. Our
> Mid-Tier seems a little slow. I want to get more ram, but I need to get
> more statistics to present to management to procure the memory.
>
>
>
> Good luck.
>
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
> Sent: Monday, December 11, 2006 11:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Mid Tier
>
>
>
> Hello Chris,
>
>
>
> How are you doing.
>
>
>
> I don't recall where I had heard this but it was a reliable source. You
> should take into account at least 4 MB per concurrent user logged in on
> a mid tier server as far as server memory is concerned to use the
> Mid-Tier application.
>
>
> Joe D'Souza
>
> Remedy Developer / Consultant,
>
> BearingPoint,
>
> Virginia.
>
>
>
> - Original Message 
> From: "Pickering, Christopher"
> <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Monday, December 11, 2006 11:36:37 AM
> Subject: Mid Tier
>
> **
>
> Ladies and Gentlemen,
>
>
>
> Does anyone have any idea as to how many connections is the maximum for
> midtier and to support that maximum, how much memory should be required.
> I would prefer a ratio if that is possible.  I realize there are many
> variables involved, but a best guess would be preferred.
>
>
>
> C
>
>
>
> Christopher H. Pickering
>
> Remedy System Administrator
>
> Premiere Global Services, Inc.
>
> 100 Tormee Drive
>
> Tinton Falls, NJ  07712
>
> 732.389.3900 X2411/800.333.0568 X2411
>
> [EMAIL PROTECTED]
>
> www.premiereglobal.com 
>
>  
>
>
>
> __20060125___This posting was submitted with HTML in
> it___
>
>
>
>
>
> 
>
> Everyone is raving about the all-new Yahoo! Mail beta.
>  ilbeta>
>
> __20060125___This posting was submitted with HTML in
> it___
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the 
> Answers Are"
>
> --_=_NextPart_001_01C71D61.93E90887
> Content-Type: text/html
> Content-Transfer-Encoding: quoted-printable
> X-Google-AttachSize: 10125
>
> **
> 
>
> 
> 
> 
> 
> 
> 
>
> 
>
> 
>
> 
>
> I heard 4MB too. However, we have 1GB on 
> a
> Mid-Tier server (Dual 2.8Ghz, 1GB RAID 5 Intel) with ASAPI. I have only seen 
> 32
> maximum concurrent users on our IIS web box. It is has 512MB for the Java
> startup. Our Mid-Tier seems a little slow. I want to get more ram, but I need
> to get more statistics to present to management to procure the 
> memory.
>
>  
>
> Good luck.
>
>  
>
> 
>
>  style='margin-left:.5in;text-align:center'> size=3 face="Times New Roman">
>
> 
>
> 
>
>  style='font-size:10.0pt;font-family:Tahoma;font-weight:bold'>From: size=2 face=Tahoma> Action
> Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]  style='font-weight:bold'>On Behalf Of Joe DeSouza
> Sent: Monday, December 11, 2006
> 11:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Mid 
> Tier
>
> 
>
>  style='font-size:12.0pt'> 
>
> 
>
> 
>
>  style='font-size:8.0pt;font-family:Courier'>Hello Chris,
>
> 
>
> 
>
>  style='font-size:8.0pt;font-family:Courier'> 
>
> 
>
> 
>
>  style='font-size:8.0pt;font-family:Courier'>How are you 
> doing.
>
> 
>
> 
>
>  style='font-size:8.0pt;font-family:Courier'> 
>
> 
>
> 
>
>  style='font-size:8.0pt;font-family:Courier'>I don't recall where I had heard
> this but it was a reliable source. You should take into ac

Re: UNSUBSRIBE

[Meyer, Jennifer]

Why, yes you can.  Spell "unsubscribe" correctly in the subject line,
and that just might do it.

J Meyer

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Syed Basith (sbasith)
Sent: Tuesday, December 12, 2006 9:08 AM
To: arslist@ARSLIST.ORG
Subject: UNSUBSRIBE

**
Hi,
 
Can you UNSUBSCRIBE from this list.
 
Thanks
Syed Abdul Basith
__20060125___This posting was submitted with HTML in
it___ 

___
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Answers Are"

Re: Q: Best Practice for ARS 7.0.1 - Install New or Upgrade?

[Joe DeSouza]

I usually suggest an upgrade on the current server unless thats not possible 
because of the server OS version incompatibility to the version of the ARS you 
need to upgrade to. Or an incompatible DB version on current prod.

Its easier otherwise to upgrade the current system assuming you do have the 
luxury of having a couple of hours of downtime, while simultaneously preparing 
the new servers by installing the version of the ARS needed there.

Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.



- Original Message 
From: "Carter, Craig J Civ ARPC/DPD" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 9:09:15 AM
Subject: Q: Best Practice for ARS 7.0.1 - Install New or Upgrade?

** 
We need to move our production system to new servers.  We’re currently running 
ARS 6.3 P16, SQL Server 2000.  Our choices are either to install 7.0.1 new and 
migrate all of our apps and data or copy the database over and upgrade to 
version 7.
 
Personally, I’d prefer to install fresh and migrate to get rid of old forms, 
workflow, and apps.
 
Those of you with experience have any recommendations?  Currently, the plan is 
to install everything fresh (SQL Server 2005, ARS 7.0.1) and migrate CSS and 
customer apps and data.  We have a 5.6 version of ITSM installed that we have 
not used so we would like to get rid of that and either go with a newer version 
of ITSM or not install it at all.  We also need to install DSO along with a 
backup database server.
 
//SIGNED//
Craig Carter 
 
__20060125___This posting was submitted with HTML in it___


 

Cheap talk?
Check out Yahoo! Messenger's low PC-to-Phone call rates.
http://voice.yahoo.com

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Answers Are"

Q: Best Practice for ARS 7.0.1 - Install New or Upgrade?

[Carter, Craig J Civ ARPC/DPD]

We need to move our production system to new servers.  We're currently
running ARS 6.3 P16, SQL Server 2000.  Our choices are either to install
7.0.1 new and migrate all of our apps and data or copy the database over and
upgrade to version 7.

 

Personally, I'd prefer to install fresh and migrate to get rid of old forms,
workflow, and apps.

 

Those of you with experience have any recommendations?  Currently, the plan
is to install everything fresh (SQL Server 2005, ARS 7.0.1) and migrate CSS
and customer apps and data.  We have a 5.6 version of ITSM installed that we
have not used so we would like to get rid of that and either go with a newer
version of ITSM or not install it at all.  We also need to install DSO along
with a backup database server.

 

//SIGNED//

Craig Carter 

 


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UNSUBSRIBE

[Syed Basith (sbasith)]

Hi,
 
Can you UNSUBSCRIBE from this list.
 
Thanks
Syed Abdul Basith

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Re: OT: Remedy HTML Email and Outlook 2007 - Work-Around

[Heider, Stephen]

Update:

Although Outlook 2007 users will still need to open the email in their
browser, text can be conditionally displayed at the top of the email.  I
added the following text just below the  tag.



Users with older versions of Outlook will not see this text.  OL 2007
users will see "To submit your selection using Outlook 2007 click the
Other Actions button, then View in Browser." at the top of the email.
At least users will be able to know what to do without having to contact
the help desk to find out.

Credit goes to Syd Low at AlienCamel for this one.  He was mentioned in
the article in Windows IT Pro (link below).  I contacted him, and he was
kind enough to reply.  Thanks, Syd!

Stephen
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Thursday, December 07, 2006 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Remedy HTML Email and Outlook 2007 - Work-Around

I found some more information.  It's not good news.

Outlook 2007 introduced a new model for rendering HTML email.  It no
longer uses Internet Explorer, it uses Word 2007 and Word 2007 does not
support certain HTML elements.  As such, you can't use an email that
contains a form with a submit button that returns data to a web page.


There is a work-around.  While viewing an HTML email you can select
Other Actions -> View in Browser.   This causes OL to display the email
using the browser. 

This is going to have an impact on many companies around the world very
soon.  Even though it only takes additional two clicks to open the email
in the browser it will not be considered acceptable by many users.  We
just began testing this week and already I have received a reply that
(paraphrased) "we have to find a better solution".


Broken HTML/CSS Rendering in Outlook 2007
http://joe.hardy.id.au/blog/2006/11/21/broken-html-rendering-in-outlook-
2007/

Get your HTML newsletters and emails ready for Outlook 2007
http://pschmid.net/blog/2006/10/05/56 

Outlook 2007: HTML Forms Are "Out;" CSS Is "In"
http://www.windowsitpro.com/Articles/Index.cfm?ArticleID=93346&DisplayTa
b=Article

Word 2007 HTML and CSS Rendering Capabilities in Outlook 2007
http://msdn2.microsoft.com/en-us/library/aa338201.aspx
 
2007 Office System Tool: Outlook HTML and CSS Validator
http://www.microsoft.com/downloads/details.aspx?familyid=0b764c08-0f86-4
31e-8bd5-ef0e9ce26a3a&displaylang=en


Stephen



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi
Sent: Thursday, December 07, 2006 9:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Remedy HTML Email and Outlook 2007


**
Stephen,
Have you made your server allowed in the trusted zone ?
Have you made your blocker allowed from that server ?
I have not tested 2007 yet, however the whole thing is integrated into
Word heavily.
I leave all my Pictures on the server website, and when they get
emails.. it just points there for the graphics. Saves email Space, and
you just add them to the zone..
unless you already trust its Certificate (ssl).
Then it always shows.
 
Hope that helps some.. 


 
On 12/7/06, Heider, Stephen <[EMAIL PROTECTED]> wrote: 

Slightly off topic, but this could soon affect recipients of
Remedy html
emails.

Vista Ultimate 64-bit (RTM) 
Office 2007 (RTM)

Windows XP
Office 2007 (RTM)

One of our HTML emails sent from Remedy 6.3 is a submit html
form.  It
is used for an approval process for employees to be granted
access to
applications and servers.  The email contains two textboxes, a
radio 
button and a submit button.

When viewed in Outlook 2007 the textboxes, radio button and
submit
buttons are removed and replaced with () or [].  I figure it
must be due
to increased security in Outlook.  Does anyone know how to get
the new 
version to display these buttons and textboxes?

Stephen








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--
Patrick Zandi __20060125___This posting was
submitted with HTML in it___ 


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Re: Design Challenge

[Joe DeSouza]

Norm,

Have you tried inserting the tag href within the text with a url enclosed 
within that tag?
 
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.



- Original Message 
From: Kaiser Norm E CIV USAF 96 CG/SCWOE <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, December 11, 2006 4:10:04 PM
Subject: Re: Design Challenge

** 
Woops! Forgot to mention the key to the challenge-I'm developing in 5.1.2.
 
Norm
 



From: Kaiser Norm E CIV USAF 96 CG/SCWOE 
Sent: Monday, December 11, 2006 2:41 PM
To: 'arslist@ARSLIST.ORG'
Subject: Design Challenge
 
Hi everyone:
 
I am designing a new form and have hit a roadblock.  I'd appreciate any and all 
suggestions.
 
Here's what I want to do.  I want to create a web news portal very similar to, 
say, MSN.  If you take a look at MSN, you'll see it displays the headline of a 
news story as a hyperlink.  Click the headline, and the browser displays 
another page with the whole story.
 
I want to reproduce this behavior in Remedy, and the solution must work both on 
the client and on the Midtier.
 
So here's what I want:
 
-  The story headline should appear as text directly on the 
background-no Remedy table or view field.
-  The color of the headline text should be configurable (blue, red, 
green, etc.) to match the design template.  In other words, no black text!
-  The headlines obviously must be dynamic.  That is, the news person 
writes the story on a support form and includes a headline.  The headline 
automatically then appears on the news portal.
 
Here's what I've thought of so far.  I thought about setting an edit field to 
Display as Text and then covering it with a transparent URL button with spaces 
as the caption.  The spaces create nothing but a line.  The URL button could 
then be positioned just right over the edit field such that the line looks like 
it's underlining the edit field text.  This solution would work fine IF I was 
OK with black text.  Unfortunately, the text cannot be black.
 
Any ideas out there?
 
Norm
__20060125___This posting was submitted with HTML in it___


 

Want to start your own business?
Learn how on Yahoo! Small Business.
http://smallbusiness.yahoo.com/r-index

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Re: Wrong $TIMESTAMP$ time in notifications

[Joe DeSouza]

You are welcome..
 
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.



- Original Message 
From: "Bezhenar, Dmitry" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 8:41:04 AM
Subject: Re: Wrong $TIMESTAMP$ time in notifications

** 
Yes, Joe, you are right.
 
The output of "date" command was with a GMT time (without offset), which is 
incorrect. 
Our offset is GMT + 3.
 
I will now correct the time on the server.
 
Thanks a lot.
 
Kind Regards / C уважением
Dmitry Bezhenar
 




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Tuesday, December 12, 2006 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wrong $TIMESTAMP$ time in notifications


** 
 
Dmitry,
 
Whats the output when you type date?? You might be getting 8:30 but what time 
zone?
 
If your timezone is right, check your environment settings for your timezone 
for the user that runs the AR System deamons.
 
Cheers
 
Joe



- Original Message 
From: "Bezhenar, Dmitry" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 5:43:57 AM
Subject: Wrong $TIMESTAMP$ time in notifications


Hello list,

We have configured our Helpdesk notifications with a $Timestamp$ in the mail 
subject.
Now when I create a ticket for myself (just for example) I receive a 
notification with a wrong $TIMESTAMP$. For example, if I create a ticket at 
8:30, I receive a notification that a ticket was created at 5:30 (always 3 
hours less).

When I type "date" on the server (Solaris 9, Oracle9) I receive the right time.

Where should I set the offset?

Thank you.



Kind Regards / C ?
Dmitry Bezhenar



Everyone is raving about the all-new Yahoo! Mail beta. 
__20060125___This posting was submitted with HTML in it___ 
__20060125___This posting was submitted with HTML in it___


 

Have a burning question?  
Go to www.Answers.yahoo.com and get answers from real people who know.

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Re: Wrong $TIMESTAMP$ time in notifications

[Bezhenar, Dmitry]

Yes, Joe, you are right.
 
The output of "date" command was with a GMT time (without offset), which is 
incorrect. 
Our offset is GMT + 3.
 
I will now correct the time on the server.
 
Thanks a lot.
 
Kind Regards / C ?
Dmitry Bezhenar

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Tuesday, December 12, 2006 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wrong $TIMESTAMP$ time in notifications


** 
 
Dmitry,
 
Whats the output when you type date?? You might be getting 8:30 but what time 
zone?
 
If your timezone is right, check your environment settings for your timezone 
for the user that runs the AR System deamons.
 
Cheers
 
Joe


- Original Message 
From: "Bezhenar, Dmitry" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 5:43:57 AM
Subject: Wrong $TIMESTAMP$ time in notifications


Hello list,

We have configured our Helpdesk notifications with a $Timestamp$ in the mail 
subject.
Now when I create a ticket for myself (just for example) I receive a 
notification with a wrong $TIMESTAMP$. For example, if I create a ticket at 
8:30, I receive a notification that a ticket was created at 5:30 (always 3 
hours less).

When I type "date" on the server (Solaris 9, Oracle9) I receive the right time.

Where should I set the offset?

Thank you.



Kind Regards / C ?
Dmitry Bezhenar



Everyone is raving about the all-new Yahoo! Mail beta. 

  __20060125___This posting was submitted with HTML in it___

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Re: Wrong $TIMESTAMP$ time in notifications

[Joe DeSouza]

Dmitry,

Whats the output when you type date?? You might be getting 8:30 but what time 
zone?

If your timezone is right, check your environment settings for your timezone 
for the user that runs the AR System deamons.

Cheers
 
Joe



- Original Message 
From: "Bezhenar, Dmitry" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 12, 2006 5:43:57 AM
Subject: Wrong $TIMESTAMP$ time in notifications


Hello list,

We have configured our Helpdesk notifications with a $Timestamp$ in the mail 
subject.
Now when I create a ticket for myself (just for example) I receive a 
notification with a wrong $TIMESTAMP$. For example, if I create a ticket at 
8:30, I receive a notification that a ticket was created at 5:30 (always 3 
hours less).

When I type "date" on the server (Solaris 9, Oracle9) I receive the right time.

Where should I set the offset?

Thank you.



Kind Regards / C ?
Dmitry Bezhenar


 

Cheap talk?
Check out Yahoo! Messenger's low PC-to-Phone call rates.
http://voice.yahoo.com

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Re: Query related to MENU

[Ben Chernys]

Use an SQL query menu item and have the string passed to an SQL function as in

select myfunc('$string-field$') from dual

Note that the Menu definition cannot use field names (as it is not attached to 
a form) and so string-field will have to be the ID of that field and if you 
were to use that same menu elsewhere, you would need to have the field id 
contain the same sort of data.

You will need to create myfunc() which should be fairly trivial.

Cheers
Ben Chernys


>- --- Original Message --- -
>From: ramakanthvarma bhupathiraju
><[EMAIL PROTECTED]>
>To:   arslist@ARSLIST.ORG
>Sent: Tue, 12 Dec 2006 17:17:40
>
>Hi list,
>
>Require help on the below scenario:
>
>1) I have some data seperated by comma in a
>character field in a
>display only form.
>2) I should be able to get the data into a menu.
>
>Is there a possible workaround.
>
>EX:
>In a Display only form there are two fields
>1) test list (character field)
>2) test menu (character menu)
>
>I have typed some data like "john, mary, mike,
>demo" in the 'test list' field.
>I should be able to access the above values listed
>in the 'test list'
>field as menu items in 'test menu' field when I
>select the menu, like
>below
>john
>mary
>mike
>demo
>
>Note: the data is not available in the database
>yet.
>
>thanks and regards,
>Bh.Ramakanth Varma
>
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Query related to MENU

[ramakanthvarma bhupathiraju]

Hi list,

Require help on the below scenario:

1) I have some data seperated by comma in a character field in a
display only form.
2) I should be able to get the data into a menu.

Is there a possible workaround.

EX:
In a Display only form there are two fields
1) test list (character field)
2) test menu (character menu)

I have typed some data like "john, mary, mike, demo" in the 'test list' field.
I should be able to access the above values listed in the 'test list'
field as menu items in 'test menu' field when I select the menu, like
below
john
mary
mike
demo

Note: the data is not available in the database yet.

thanks and regards,
Bh.Ramakanth Varma

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Wrong $TIMESTAMP$ time in notifications

[Bezhenar, Dmitry]

Hello list,

We have configured our Helpdesk notifications with a $Timestamp$ in the mail 
subject.
Now when I create a ticket for myself (just for example) I receive a 
notification with a wrong $TIMESTAMP$. For example, if I create a ticket at 
8:30, I receive a notification that a ticket was created at 5:30 (always 3 
hours less).

When I type "date" on the server (Solaris 9, Oracle9) I receive the right time.

Where should I set the offset?

Thank you.



Kind Regards / C ?
Dmitry Bezhenar

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Re: ARS 7.0.01 Memory Leak

[Siti Hawa Bee SHAIK FARID]

Hi Axton,

 

Saw this in the ITSM installation guide. Perhap it helps. Need to apply
ORACLE Patch. They claimed that the issue unrelated to Remedy. 

 

 

WARNING: There is a very large memory leak in the Oracle 9i libraries with

HP-UX and LINUX based systems. This is a known issue, unrelated to

BMC Remedy. It is crucial to install, as a minimum, the Oracle Release 2

Patch Set 3 Version 9.2.04 patch before installing ITSM, especially if you
are

planning on installing any Remedy applications (for example, any

applications in the ITSM or Customer Support and Services suites).

Without this patch, the application installations fail.

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, 12 December, 2006 08:36
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.0.01 Memory Leak

 

Axton,

 

I remember seeing a presentation that noted a serious memory leak with 7.0.1
server configured for Unicode (the app server not the database) with
pre-7.0.1 clients.  Again I don't remember details but I think 7.0.1 clients
were fine.  It's the older clients that cause the issue.  Armed with this
information, Support should be able to provide more details.

 

Dave

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, December 11, 2006 6:49 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.0.01 Memory Leak

** Just wanted to send a note and inform anyone planning to upgrade to
7.0.01 that it is not production ready.  We implemented this in a production
environment, only to find massive memory leaks in the product.  The
arserverd process will continue to run fine until it reaches the upper
limits of the 32-bit memory address space (~4gb), at which time it will
crash.  We observed between 600-700mb of additional memory allocation on our
systems per day until we reached that upper limit.  Our system handles ~200
support people concurrently, though I am not sure if this has a bearing on
the speed at which memory is allocated. 

We were given a patch (which will become the patch 001 for 7.0.01), but it
is pre-restricted release, which I am being told means it will be 3 or more
weeks before the patch is at the general release level.  Trying to save
anyone the headache in case they planned to venture down this road any time
soon. 

Relavent Environment Info:
- Oracle 9i with AL32UTF8 character set
- Oracle 10g client
- Solaris 9
- ARS 7.0.01
- Mixture of clients, ranging from 5.x to 7.0.01


I have been told the same problem has been exhibited on Linux as well.  Not
sure if it pertains to the db, the client versions, the character sets, etc.


Axton Grams
__20060125___This posting was submitted with HTML in
it___ 

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Re: Java Extended API for J2SE5.0

[John Baker]

Hugo,

In today's world, there are very few awesome products, so I feel obliged to 
ensure everyone's aware that it exists! But, surely you must admit, the 
diagrams are perhaps the most awesome feature? :)

Anyway, I guess it's worth mentioning that more awesome features are planned. 
We're currently working on our aggregated query support, so one may query the 
gateway and get data back from multiple datasources, in one XML response.

Active Directory + data from SHR:People (in ITSM) + some User records + data 
from SAP, presented in one XML document, perhaps?

I can barely contain my excitement.


John

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Re: Java Extended API for J2SE5.0

[Hugo Visser]

That really sounds like a awsome product John!!! Too bad you have already
mentioned it a thousand times. I think we got your point now :)

On 12/11/06, John Baker <[EMAIL PROTECTED]> wrote:


Dan,

Or you could use the XML Gateway, which is a bit like Kinetic but an awful
lot
better. For a start, it provides a generic XML based system of accessing
Remedy, as well as LDAP/Active Directory, any SQL database with a JDBC
driver
and it will even query the Remedy database directly, performing all the
Remedy form/field to T table and C column conversions.

It'll do all that over HTTP, webservices, Java Messaging Services, and you
can
read from files/e-mail too, if you must.

Perhaps it's time for some new diagrams?

http://www.javasystemsolutions.com/products/xmlgateway/diagrams.php

Also, given the 'federated CMDB' doesn't really exist yet, the XML Gateway
provides an excellent 'CMDB enabler' tool.

If you fancy writing some Java, there are plenty of interfaces into the
product that allow anyone to build bespoke functionality. Don't like the
standard XML response? Fine, change it. Need a bespoke way of sending an
XML
document to a target system? Fine, write your own and plug it in.

I almost wish it made the coffee too, but sadly it doesn't do that quite
yet.


John

Java System Solutions : http://www.javasystemsolutions.com


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Re: Open source projects - now LGPL

[Hugo Visser]

Thanks for the effort Dan!

On 12/12/06, Dan Hardy <[EMAIL PROTECTED]> wrote:




Hi all,



I have re-licensed three open source projects as LGPL which were
previously GPL.  This should eliminate any concerns about using these
projects at client sites, or even in commercial offerings.  They of course
remain 100% free and open source.



I have already updated the project pages – it may take me a day or so to
update the embedded license files in the distributions.



The open sourced projects are:

RTL – http://www.sourceforge.net/projects/rtl (see
http://rtl.sourceforge.net/doc )

JOARSE – http://www.sourceforge.net/projects/joarse (see
http://joarse.sourceforge.net/doc )

COARSE – http://www.sourceforge.net/projects/coarse



Regards,

Dan Hardy

Pathworks Software

Get It Done Right, Every Time

http://www.PathworksSoftware.com/ 

Introducing Pathworks 2.5!





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Re: BMC Support Doesn't

[Dave Saville]

On Mon, 11 Dec 2006 15:55:14 -0500, David Charters wrote:

>I do know that People Soft and SAP both handle there support the same as
>Remedy. Even if you a 10 year veteran with all the certs you still have to
>start and level 1 and work your way through the steps.

Many many years ago when I was a systems programmer on MVS we discovered that
our customer record at the IBM support centre had a notation on it that
translated to "these guys *really* know what they are talking about" :-)

-- 
Regards

Dave Saville

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