RE : Re: Floating license issuse.

[Frex Popo]

Sorry for not responding to your replies
   
  One thing I forgot to mention is that currenty the floating licence timeout 
is set to 1 hour. I think one hour is just too much time to wait before 
re-releasing a license.
   
  Thanks

Roger Justice <[EMAIL PROTECTED]> a écrit :
  ** You can reduce the time to 1 hour in the admin tool. The problem is 
still getting to error if you have to release the license multiple times per 
day.
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Muralidhar Paidikondala/AEPIN is out of the office from 12/26/06 thru 01/02/07.

[Murali Paidi]

I will be out of the office starting  12/26/2006 and will not return until
01/03/2007.

I will respond to your message when I return.
Pl. contact Joe Mazurowski (200-1477) if you need any assistance.

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RE : Re: Floating license issuse.

[Frex Popo]

Thanks sacramento :)
   
  This is already set to 90 minutes.
   
  There is a setion timeout flag which I can set for each user in the user 
preference form but this isn´t really practical..
   
  ARSList <[EMAIL PROTECTED]> a écrit :
  **   You can also set the release in the Mid-Tier – General 
Settings – Session Timeout (Minutes)  
   
  For some reason, I recall the default set to 90 minutes.
   
  Havin’ Fun in Sacramento
  
-
  
  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Frex Popo
Sent: Friday, December 22, 2006 4:59 AM
To: arslist@ARSLIST.ORG
Subject: Floating license issuse.

   
  ** 
Hello all,

 

1. You can only release a licence once every two hours, if you try more 
than once you will get ARERR 297. Administrator released license too recently.  
Is there anyway we can minimise the time to re-release the license?

 

2. I have users who refuse to close their remedy sessions properly through 
the web and hence their seesions aren´t disconnected and will only be able to 
reconnect once I release their licenses. Is it possible to automatically close 
the user´s session if they hit the close button on the window bar on their 
browsers?

 

Regards and have a nice xmas.

 

frexpopo

 

 

Administrator released license too recently 

297



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Data Visualization Plugin Framework: Initial Release

[Axton]

I have an initial release of a DV Plugin framework (dvpfw) that is free for
use (BSD license).  The goal of this project is to provide a free framework
(no licensing/intellectual property restrictions) for writing Data
Visualization plugins.

The software is available for download from the ARSWiki.org Trac interface
and svn repository:
 Trac: https://arswiki.org:8080/projects/dvpfw
 SVN: https://arswiki.org:8080/svn/dvpfw

My main motivation for starting this framework is the licensing under which
the framework provided by BMC was released.  The BMC provided framework does
not contain a license, and the license banner in the source states the
following:

* Copyright (c) 2006 BMC Software, Inc. All rights reserved.
*
* This software is the confidential property and proprietary information of
BMC
* Software, Inc.

This makes the BMC provided framework unsuitable for open source software
development.  Anyone using this framework under these restrictions is
subject to potential legal recourse by BMC, if they decide.

One core issue addressed by this framework that the dv plugin architecture
(not to be confused with framework) is missing is the ability to serve
resources (static content) from a WebRoot directory in the DV Plugin jar.
This framework includes the ability to serve content (files-images/js/html)
from a directory named WebRoot inside the DV Plugin jar simply by including
the files in the jar/WebRoot.  The initial request to the DV Plugin will be
redirected to WebRoot/index.html within the jar; this is meant as a feature
to separate your DV plugin presentation from java.

An additional feature is the ability to use JOARSE as the interface to your
Remedy server.  Two helper methods have been provided that create a JOARSE
Server object using the authentication context provided by the DV Plugin
architecture/mid-tier:
 - org.arswiki.dvplugin.util.Joarse.createServerAsAdmin()
 - org.arswiki.dvplugin.util.Joarse.createServerAsUser()

I would like invite people to contribute to this framework and ARSWiki.org.

Now for the shameless self-promotion: ARSWiki registration is free, please
contribute - http://arswiki.org

If you are interested in contributing to the DV Plugin FrameWork, please
contact me.  I'm interested in anything you may be interested in
incorporating into the framework:
- third party utilities
- developing feature requests (see
https://arswiki.org:8080/projects/dvpfw/roadmap or
https://arswiki.org:8080/projects/dvpfw/report/9)
- bug fixes (see https://arswiki.org:8080/projects/dvpfw/report/1)
- guidance (it's my first attempt at a java program), I'm all ears if you
have suggestions in regards to architecture, approach...

There is still a lot of room for improvement/expansion in this framework, it
currently only addresses a couple of my immediate needs, but there is more
on the way (see https://arswiki.org:8080/projects/dvpfw/roadmap).  If there
is something you would like to see incporporated into the framework, check
the roadmap; if it's not there, feel free to submit a request at
https://arswiki.org:8080/projects/dvpfw/newticket

I apologize for the use of an untrusted certificate on Trac/SVN, don't let
is scare you.  There are some issues (entropy) using htdigest passwords by
my hosting company, so https was seen as necessary.  I refuse to pay the
annual fee required to have a server certificate generated by a trusted CA,
$399 USD/yr from Verisign (that's the cheapest cert) and $199 USD/yr from
Entrust.  The self-signed certificate in use accomplishes the goals of SSL.
For the paranoid, the certificate thumbprint (sha1) is: 4e ef ec 3a 69 fd a0
7f 89 1d 7d cf fd 00 c3 16 21 8e 93 f7

Axton Grams

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RE : Re: Floating license issuse.

[Frex Popo]

What I have at the moment is button (which the users press) on the main form 
which calls the PERFORM-ACTION-EXIT-APP which closes the seesion. This is fine 
on the native client but on the browser, users close the application from the 
browser window, which keeps the sessions hanging!! 
   
  Do you mean I can use something like Init-Form:  in the ar.cfg  
and have some active link attached to this form which calls the 
PERFORM-ACTION-EXIT-APP on Window Close? I have tried this but for some reason 
I can´t even see the workflow firing :(
   
  Thanks

"Mahan, Janet L [EQ]" <[EMAIL PROTECTED]> a écrit :
  ** **   I can’t see if this has already been answered for you, so 
– did anyone suggest creating an active link that fires on window close with an 
If Action of Run Process?  You could use the PERFORM-ACTION-EXIT-APP and that 
should log them out.
   
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 
privileged material for the sole use of the intended recipient(s). Any review, 
use, distribution or disclosure by others is strictly prohibited. If you are 
not the intended recipient (or authorized to receive for the recipient), please 
contact the sender and delete all copies of the message.

   
  -Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of ARSList
Sent: 22 December, 2006 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Floating license issuse.
   
  You can also set the release in the Mid-Tier – General Settings – Session 
Timeout (Minutes)  
   
  For some reason, I recall the default set to 90 minutes.
   
  Havin’ Fun in Sacramento

-
  

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Frex Popo
Sent: Friday, December 22, 2006 4:59 AM
To: arslist@ARSLIST.ORG
Subject: Floating license issuse.

   
  ** 
Hello all,

 

1. You can only release a licence once every two hours, if you try more 
than once you will get ARERR 297. Administrator released license too recently.  
Is there anyway we can minimise the time to re-release the license?

 

2. I have users who refuse to close their remedy sessions properly through 
the web and hence their seesions aren´t disconnected and will only be able to 
reconnect once I release their licenses. Is it possible to automatically close 
the user´s session if they hit the close button on the window bar on their 
browsers?

 

Regards and have a nice xmas.

 

frexpopo

 

 

Administrator released license too recently 

297


  
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IE7.0 Compatible with Mid- tier 6.3

[jaya munjal]

Hi List
   
  In my organization, we are upgrading our browsers to IE7.0. I wanted to know 
if Remedy officially supports IE7.0 with ARS 6.3 
   
  In the compatibility matrix on IE 6 is mentioned, I thought may be that not 
upgraded. Therefore wanted your views if any one out there is also using IE 7.0.

  I have done few test of my application on IE 7 and it is working fine. Wanted 
to know fellow listmates experiences
   
  Regards
  Jaya

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RE : Remedy ARS 6.3 server process crash randomly

[Frex Popo]

Is 14 the latest patch ... If I were you I would check the latest patch ( I 
guess it cld be 15) and see what has been fixed in it :) 

Frank <[EMAIL PROTECTED]> a écrit :  Recently we have upgraded our Remedy ARS 
from 6.0.1 to 6.3 patch 14.

Our ARS server process will randomly crashed for unknown reason. 

Our Oracle database is 9.2.0.5C.
HP Unix server. HP-UX B.11.11 U 9000/800 (tb)
There are 5 applications running on this server including Remedy ARS

We then upgraded our memory from 2GB to 10GB to address this issue as we 
thought there might be performance issue on the server due to lack of 
memory. But it did not fix this problem. Also I can see the free memory 
ran out very quickly.

I have been checking on ARSLIST and found out that there could be Oracle 
issue when Oracle that is at lower version than 9.2.0.4. 
But our Oracle database is 9.2.0.5C.

Anyone got any ideas, please advice. This has became a very serious issues 
for us. Thank you

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Re: RE : Remedy ARS 6.3 server process crash randomly

[Shibu Samuel]

The Remedy Latest patch is Patch 19 for 6.3. 
 

-Original Message- 
From: Action Request System discussion list(ARSList) on behalf of Frex 
Popo 
Sent: Tue 26/12/2006 11:38 AM 
To: arslist@ARSLIST.ORG 
Cc: 
Subject: RE : Remedy ARS 6.3 server process crash randomly


** Is 14 the latest patch ... If I were you I would check the latest 
patch ( I guess it cld be 15) and see what has been fixed in it :) 

Frank <[EMAIL PROTECTED]> a écrit : 

Recently we have upgraded our Remedy ARS from 6.0.1 to 6.3 
patch 14.

Our ARS server process will randomly crashed for unknown 
reason. 

Our Oracle database is 9.2.0.5C.
HP Unix server. HP-UX B.11.11 U 9000/800 (tb)
There are 5 applications running on this server including 
Remedy ARS

We then upgraded our memory from 2GB to 10GB to address this 
issue as we 
thought there might be performance issue on the server due to 
lack of 
memory. But it did not fix this problem. Also I can see the 
free memory 
ran out very quickly.

I have been checking on ARSLIST and found out that there could 
be Oracle 
issue when Oracle that is at lower version than 9.2.0.4. 
But our Oracle database is 9.2.0.5C.

Anyone got any ideas, please advice. This has became a very 
serious issues 
for us. Thank you


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RE : Re: RE : Remedy ARS 6.3 server process crash randomly

[Frex Popo]

yeh!! so would be good a idea to patch up your dev environment to the latest 
patch and then production ... I guess the first thing remedy would ask you to 
do if you log an incident with them is to apply the latest patch.

Shibu Samuel <[EMAIL PROTECTED]> a écrit :  The Remedy Latest patch is Patch 19 
for 6.3. 


-Original Message- 
From: Action Request System discussion list(ARSList) on behalf of Frex Popo 
Sent: Tue 26/12/2006 11:38 AM 
To: arslist@ARSLIST.ORG 
Cc: 
Subject: RE : Remedy ARS 6.3 server process crash randomly


** Is 14 the latest patch ... If I were you I would check the latest patch ( I 
guess it cld be 15) and see what has been fixed in it :) 

Frank a écrit : 

Recently we have upgraded our Remedy ARS from 6.0.1 to 6.3 patch 14.

Our ARS server process will randomly crashed for unknown reason. 

Our Oracle database is 9.2.0.5C.
HP Unix server. HP-UX B.11.11 U 9000/800 (tb)
There are 5 applications running on this server including Remedy ARS

We then upgraded our memory from 2GB to 10GB to address this issue as we 
thought there might be performance issue on the server due to lack of 
memory. But it did not fix this problem. Also I can see the free memory 
ran out very quickly.

I have been checking on ARSLIST and found out that there could be Oracle 
issue when Oracle that is at lower version than 9.2.0.4. 
But our Oracle database is 9.2.0.5C.

Anyone got any ideas, please advice. This has became a very serious issues 
for us. Thank you

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RE : Re: Floating license issuse.

[Frex Popo]

I have some java code which I have received which I am testing at the moment 
and so far it seems to release these licences. Will need to do further tests 
when the users are back before I can say this issue has been fixed.
   
  Thanks and have a pleasant New Year.
  
"Mahan, Janet L [EQ]" <[EMAIL PROTECTED]> a écrit :
  ** **   I can’t see if this has already been answered for you, so 
– did anyone suggest creating an active link that fires on window close with an 
If Action of Run Process?  You could use the PERFORM-ACTION-EXIT-APP and that 
should log them out.
   
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 
privileged material for the sole use of the intended recipient(s). Any review, 
use, distribution or disclosure by others is strictly prohibited. If you are 
not the intended recipient (or authorized to receive for the recipient), please 
contact the sender and delete all copies of the message.

   
  -Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of ARSList
Sent: 22 December, 2006 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Floating license issuse.
   
  You can also set the release in the Mid-Tier – General Settings – Session 
Timeout (Minutes)  
   
  For some reason, I recall the default set to 90 minutes.
   
  Havin’ Fun in Sacramento

-
  

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Frex Popo
Sent: Friday, December 22, 2006 4:59 AM
To: arslist@ARSLIST.ORG
Subject: Floating license issuse.

   
  ** 
Hello all,

 

1. You can only release a licence once every two hours, if you try more 
than once you will get ARERR 297. Administrator released license too recently.  
Is there anyway we can minimise the time to re-release the license?

 

2. I have users who refuse to close their remedy sessions properly through 
the web and hence their seesions aren´t disconnected and will only be able to 
reconnect once I release their licenses. Is it possible to automatically close 
the user´s session if they hit the close button on the window bar on their 
browsers?

 

Regards and have a nice xmas.

 

frexpopo

 

 

Administrator released license too recently 

297


  
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Re: Some help regarding Remedy usage (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

Very nicely put, Mr. Molenda.

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 Robert Molenda
Sent: Sunday, December 24, 2006 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Some help regarding Remedy usage

As Remedy administrators, what do you all feel that Remedy specifically
does that could not be efficiently developed using Oracle programming
tools? 

 ARServer and it's "Full Picture of Features" can do so much,
that it is tough to conceive what it "cannot do". Let us take one very
simple, but entirely complex component of ARS that most people take for
granted and is overlooked in "port this to a custom application":

** BUSINESS TIME CALCULATIONS **

This very simple built in component will scare even the most talented
programmer, regardless of the coding language!!

As a cost analysis test, take just the BTC Chapter(s) from the various
PDF's and ask the Oracle team "How long, and how much?". (Multiple
start/stop times during the day, time-zone offset, and holidays to
consider! Groups, Individuals, etc OH MY!

You also need to consider the things that ARS can do that you are NOT
doing!

LDAP Integration for Read/Write? Why not automate Windows account
creation! That saves real human $

Any DB Integration (view forms)

API Programming (C, Java, .Net, ...)

Free web interface...

In a total TCO, ARSystem is actually very inexpensive compared to many
of the other systems!! 

What are some of the things you all are doing with AR and Remedy
Helpdesk that I might consider implementing or enhancing?


I don't want to sound off base, but change your "Help Desk" mode of
thinking, to a "Service Desk / Service Provider" organization. Yes, part
of what you do is the "find / fix" (Incident Management), probably some
form of issue monitoring and trending (Problem Management), probably
some form if user account maintenance (Change Management), probably some
form of user asset information control (Asset Management / CMDB),
probably some form of Reporting and Trending of Service Quality (Service
Level Agreements & BO/Crystal Reporting)...

Yes are Remedy User licenses kind of costly, Yes, however if you
restructure with the thinking of "Automation" and "Service Provisioning"
you will be in a much better place to view TCO of the application that
you utilize. As I keep telling managers here, "Define your Service you
provide and we will Sell it to the customer" (so to say). For example,
one recent topic was windows account creation.
* Many Processes not being followed 100%
* Deviances between Service Locations
* Time Delays of creating accounts

So, we calculated that on average 3 groups were required in different
organizations to create one simple standard windows account.
1) NT Group to create account
2) Filer group to create home drive (Requires account setup for SID /
user name) 3). NT Group to link Home Drive to Account 4). Exchange Team
to create mailbox 5). Service Desk to train customer (well, we cannot
automate this :( YET! )

Guess what? This is the latest Automation Project that is currently
under development. For 6 weeks development & testing, it will pay for
itself within an estimated 6 months!

So, ask yourself the question, "How do I want to be doing business in 6
months, 1 year, 2 years" and ask the "ARSystem" question again based
upon your long term strategy.

Also ask your "XYZ Development Team" some questions as well. But
remember this additional tid-bit-o-information. Do you have your system
COMPLETELY DOCUMENTED? While you might have training guides, or simple
documents describing system flow, you might be amazed at just how long
it will take you to provide a "Complete Specifications Requirement" to
the development team so they can Scope the project correctly. (Much less
the weeks of meetings so they understand what you wrote!) If your
specifications requirements are not rock solid, you will be in "feature
creep" and the end result normally under those conditions is a system
that is buggy and does not do what you need / expect. 

Thanks-n-advance; 
HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 501 6310 
Fax: +1 408 501 2410 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 
Quality begins with your actions.
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Re: RE : Remedy ARS 6.3 server process crash randomly

[Mahesh Patil]

Upgrade your Oracle Client version,. With 9.2.0.4 we have seen memory leak 
issue, Apply the latest client (9.2.0.7) and test the issue.

Also check ulimit -a once you are facing this issue and once after restarting 
this issue.

Kind Regards,
Mahesh


- Original Message 
From: Shibu Samuel <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, December 26, 2006 6:16:43 PM
Subject: Re: RE : Remedy ARS 6.3 server process crash randomly


The Remedy Latest patch is Patch 19 for 6.3. 


-Original Message- 
From: Action Request System discussion list(ARSList) on behalf of Frex Popo 
Sent: Tue 26/12/2006 11:38 AM 
To: arslist@ARSLIST.ORG 
Cc: 
Subject: RE : Remedy ARS 6.3 server process crash randomly


** Is 14 the latest patch ... If I were you I would check the latest patch 
( I guess it cld be 15) and see what has been fixed in it :) 

Frank <[EMAIL PROTECTED]> a écrit : 

Recently we have upgraded our Remedy ARS from 6.0.1 to 6.3 patch 14.

Our ARS server process will randomly crashed for unknown reason. 

Our Oracle database is 9.2.0.5C.
HP Unix server. HP-UX B.11.11 U 9000/800 (tb)
There are 5 applications running on this server including Remedy ARS

We then upgraded our memory from 2GB to 10GB to address this issue as 
we 
thought there might be performance issue on the server due to lack of 
memory. But it did not fix this problem. Also I can see the free memory 
ran out very quickly.

I have been checking on ARSLIST and found out that there could be 
Oracle 
issue when Oracle that is at lower version than 9.2.0.4. 
But our Oracle database is 9.2.0.5C.

Anyone got any ideas, please advice. This has became a very serious 
issues 
for us. Thank you


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Need Help Setting Up URL to a Specific Record in Mid-Tier 6.3

[Candace DeCou]

I am trying to set up a specific URL that will open one specific ticket
only, but can't seem to find any documentation on how to call just one
specific record in the URL.  So, for example, my link looks something
like this:

 

http://supportweb/arsys/forms/RemedyProd/Form+Name/View+Name/?
">Request 12345

 

Can anyone help enlighten me as to the precise format to include in the
URL to have it open one specific record only and not just the form?

Thanks in advance for your help and Happy Holidays to all!

:-)

 

 

Candace DeCou

Applications Support Analyst 
Silicon Valley Bank 
Office: 408-654-6358 
Email: [EMAIL PROTECTED] 

 




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disclosure, copying, distribution or use of this information and
note that such actions are prohibited.  If you have received this
transmission in error, please notify the sender immediately by
telephone or by replying to this transmission.

This message may include indicative rate information relating to
one or more products offered through Silicon Valley Bank, or
affiliated broker-dealer, SVB Securities. Rates and yields shown
are provided for informational purposes only, are not guaranteed,
and are subject to market conditions and availability.  Nothing in
this communication shall constitute a solicitation or
recommendation to buy or sell a particular security.
Columbia Cash Reserves, Columbia Treasury Reserves, Columbia
Institutional Cash Reserves, SVB Securities Liquid Reserves, SVB
Securities Institutional Liquid Reserves and SVB Securities Horizon
Shares are offered through SVB Securities, a registered broker-
dealer and non-bank affiliate of Silicon Valley Bank.  Investments
in these products require the involvement of a licensed
representative of SVB Securities.  Investment products offered
through SVB Securities are not insured by the FDIC or any other
Federal Government Agency, are not deposits of or guaranteed by
Silicon Valley Bank or its affiliates, and may lose value.


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Re: Need Help Setting Up URL to a Specific Record in Mid-Tier 6.3

[L. J. Head]

If you perform a search in the Admin tool help for URL it gives you all of
the assistance you will ever need on how to construct a Mid-Tier URL

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou
Sent: Tuesday, December 26, 2006 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Need Help Setting Up URL to a Specific Record in Mid-Tier 6.3


** 

I am trying to set up a specific URL that will open one specific ticket
only, but can't seem to find any documentation on how to call just one
specific record in the URL.  So, for example, my link looks something like
this:

 

http://supportweb/arsys/forms/RemedyProd/Form+Name/View+Name/?
">Request 12345

 

Can anyone help enlighten me as to the precise format to include in the URL
to have it open one specific record only and not just the form?

Thanks in advance for your help and Happy Holidays to all!

:-)

 

 

Candace DeCou

Applications Support Analyst 
Silicon Valley Bank 
Office: 408-654-6358 
Email: [EMAIL PROTECTED] 

 

  _  



*
This message contains information from Silicon Valley Bank, or from
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you are not an intended recipient, please refrain from any
disclosure, copying, distribution or use of this information and
note that such actions are prohibited. If you have received this
transmission in error, please notify the sender immediately by
telephone or by replying to this transmission.

This message may include indicative rate information relating to
one or more products offered through Silicon Valley Bank, or
affiliated broker-dealer, SVB Securities. Rates and yields shown
are provided for informational purposes only, are not guaranteed,
and are subject to market conditions and availability. Nothing in
this communication shall constitute a solicitation or
recommendation to buy or sell a particular security.
Columbia Cash Reserves, Columbia Treasury Reserves, Columbia
Institutional Cash Reserves, SVB Securities Liquid Reserves, SVB
Securities Institutional Liquid Reserves and SVB Securities Horizon
Shares are offered through SVB Securities, a registered broker-
dealer and non-bank affiliate of Silicon Valley Bank. Investments
in these products require the involvement of a licensed
representative of SVB Securities. Investment products offered
through SVB Securities are not insured by the FDIC or any other
Federal Government Agency, are not deposits of or guaranteed by
Silicon Valley Bank or its affiliates, and may lose value.


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Re: Some help regarding Remedy usage (U)

[Joseph Butera]

IMHO the biggest selling point with the AR System is purchased support. A
crack team of Oracle developers may be able to quickly set up something
adequate, but when that team quits en mass because a manager or policy
pisses them off, you have a comatose application, waiting for any
environment upgrade to pull the plug. At that point if you want to go back
to Remedy you have to back pay all those support costs you thought you
saved.

>From a developers perspective I'm quite content working with a proven
product. Rather than being pegged to track down a memory leak in some area
of the application, I am happy to advise Remedy support of the issue, advise
my management that the issue has been escalated to the vendor, and expend my
efforts on a workaround. I'm a 16 bit assembly kind of guy and a little old
to be monkeying around with object oriented madness. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Tuesday, December 26, 2006 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Some help regarding Remedy usage (U)

UNCLASSIFIED

Very nicely put, Mr. Molenda.

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 Robert Molenda
Sent: Sunday, December 24, 2006 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Some help regarding Remedy usage

As Remedy administrators, what do you all feel that Remedy specifically
does that could not be efficiently developed using Oracle programming
tools? 

 ARServer and it's "Full Picture of Features" can do so much,
that it is tough to conceive what it "cannot do". Let us take one very
simple, but entirely complex component of ARS that most people take for
granted and is overlooked in "port this to a custom application":

** BUSINESS TIME CALCULATIONS **

This very simple built in component will scare even the most talented
programmer, regardless of the coding language!!

As a cost analysis test, take just the BTC Chapter(s) from the various
PDF's and ask the Oracle team "How long, and how much?". (Multiple
start/stop times during the day, time-zone offset, and holidays to
consider! Groups, Individuals, etc OH MY!

You also need to consider the things that ARS can do that you are NOT
doing!

LDAP Integration for Read/Write? Why not automate Windows account
creation! That saves real human $

Any DB Integration (view forms)

API Programming (C, Java, .Net, ...)

Free web interface...

In a total TCO, ARSystem is actually very inexpensive compared to many
of the other systems!! 

What are some of the things you all are doing with AR and Remedy
Helpdesk that I might consider implementing or enhancing?


I don't want to sound off base, but change your "Help Desk" mode of
thinking, to a "Service Desk / Service Provider" organization. Yes, part
of what you do is the "find / fix" (Incident Management), probably some
form of issue monitoring and trending (Problem Management), probably
some form if user account maintenance (Change Management), probably some
form of user asset information control (Asset Management / CMDB),
probably some form of Reporting and Trending of Service Quality (Service
Level Agreements & BO/Crystal Reporting)...

Yes are Remedy User licenses kind of costly, Yes, however if you
restructure with the thinking of "Automation" and "Service Provisioning"
you will be in a much better place to view TCO of the application that
you utilize. As I keep telling managers here, "Define your Service you
provide and we will Sell it to the customer" (so to say). For example,
one recent topic was windows account creation.
* Many Processes not being followed 100%
* Deviances between Service Locations
* Time Delays of creating accounts

So, we calculated that on average 3 groups were required in different
organizations to create one simple standard windows account.
1) NT Group to create account
2) Filer group to create home drive (Requires account setup for SID /
user name) 3). NT Group to link Home Drive to Account 4). Exchange Team
to create mailbox 5). Service Desk to train customer (well, we cannot
automate this :( YET! )

Guess what? This is the latest Automation Project that is currently
under development. For 6 weeks development & testing, it will pay for
itself within an estimated 6 months!

So, ask yourself the question, "How do I want to be doing business in 6
months, 1 year, 2 years" and ask the "ARSystem" question again based
upon your long term strategy.

Also ask your "XYZ Development Team" some questions as well. But
remember this additional tid-bit-o-information. Do you have your system
COMPLETELY DOCUMENTED? While you might have training guides, or simple
documents describing system flow, you might be amazed at just how long
it will take y

CSV file feed into Remedy

[Jake Taylor]

Hello Listers,

This may seem pretty straightforward, but I've never done it before. Our 
systems people are dropping a CSV file (could be a plain text file) onto 
our Remedy server. What we need to do is read this file automatically (on a 
scheduled basis) into the People form of our ITSM 7 suite.

What would be the easiest way to go about doing this? Would a vendor form + 
and escalation suffice? Or would we need to write some sort of script to 
import the data into Remedy?

Any and all advice and comments are welcome.  Thanks in advance, and Happy 
Holidays!

-Jake Taylor
NewYork-Presbyterian
New York, NY

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Re: Need Help Setting Up URL to a Specific Record in Mid-Tier 6.3

[Dan Caissie]

You should read-up on this it's some great reading :-)

http://Mid-Tier/arsys/forms/ARserver/HPD%3AHelpDesk/Support/?cacheid=5b2
ee7b7 ViewFormServlet?server=Mid-Tierp&form=HD%3AHelpDesk&eid=#$$Case
ID+$$#

 

 

The server names and the form and field ID will need to be changed for
your location.

Also the filed will need public rights.

 

Don't forget you can use the ARURLEncoder
http://mid-tier/arsys/shared/ar_url_encoder.jsp

I think this was show in admin class 2

 

 

Dan Caissie

Remedy Administrator / Developer

United Natural Foods, Inc



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou
Sent: Tuesday, December 26, 2006 11:58 AM
To: arslist@ARSLIST.ORG
Subject: Need Help Setting Up URL to a Specific Record in Mid-Tier 6.3

 

I am trying to set up a specific URL that will open one specific ticket
only, but can't seem to find any documentation on how to call just one
specific record in the URL.  So, for example, my link looks something
like this:

 

http://supportweb/arsys/forms/RemedyProd/Form+Name/View+Name/?
">Request 12345

 

Can anyone help enlighten me as to the precise format to include in the
URL to have it open one specific record only and not just the form?

Thanks in advance for your help and Happy Holidays to all!

:-)

 

 

Candace DeCou

Applications Support Analyst 
Silicon Valley Bank 
Office: 408-654-6358 
Email: [EMAIL PROTECTED] 

 





*
This message contains information from Silicon Valley Bank, or from
one of its affiliates, that may be confidential and privileged. If
you are not an intended recipient, please refrain from any
disclosure, copying, distribution or use of this information and
note that such actions are prohibited. If you have received this
transmission in error, please notify the sender immediately by
telephone or by replying to this transmission.

This message may include indicative rate information relating to
one or more products offered through Silicon Valley Bank, or
affiliated broker-dealer, SVB Securities. Rates and yields shown
are provided for informational purposes only, are not guaranteed,
and are subject to market conditions and availability. Nothing in
this communication shall constitute a solicitation or
recommendation to buy or sell a particular security.
Columbia Cash Reserves, Columbia Treasury Reserves, Columbia
Institutional Cash Reserves, SVB Securities Liquid Reserves, SVB
Securities Institutional Liquid Reserves and SVB Securities Horizon
Shares are offered through SVB Securities, a registered broker-
dealer and non-bank affiliate of Silicon Valley Bank. Investments
in these products require the involvement of a licensed
representative of SVB Securities. Investment products offered
through SVB Securities are not insured by the FDIC or any other
Federal Government Agency, are not deposits of or guaranteed by
Silicon Valley Bank or its affiliates, and may lose value.


__20060125___This posting was submitted with HTML in
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Re: CSV file feed into Remedy

[Axton]

Here are a few approaches you could take:
- Use EIE to load the data (costs $$$)
- Create a table on your db, and write a stored procedure to load the file.
Point a view form at it and use an escalation.
- Write an ARDBC plugin and point a vendor form at the file, then use an
escalation to process it.
- use arimport to import the data (command line)
- Write a perl script to load the data using ARSPerl, schedule it to run.

I haven't gone down the path of automating the load of data into ITSM7 yet,
so I can't speak to any nuances you may encounter at that level of the load
as compared to previous versions.

Axton Grams

On 12/26/06, Jake Taylor <[EMAIL PROTECTED]> wrote:


Hello Listers,

This may seem pretty straightforward, but I've never done it before. Our
systems people are dropping a CSV file (could be a plain text file) onto
our Remedy server. What we need to do is read this file automatically (on
a
scheduled basis) into the People form of our ITSM 7 suite.

What would be the easiest way to go about doing this? Would a vendor form
+
and escalation suffice? Or would we need to write some sort of script to
import the data into Remedy?

Any and all advice and comments are welcome.  Thanks in advance, and Happy
Holidays!

-Jake Taylor
NewYork-Presbyterian
New York, NY


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RPC is not initialized - RPC: Program not registered

[[EMAIL PROTECTED]]

Hi people

Unix AIX 5.3
ARS System: 6.3
Mid-Tier 6

I have a AIX Server running ARS but the administrator had to reboot the
system after that i got this problem when I try to use Remedy user,
Administrador or web.

ARERR [90] Cannot establish a network connection to the AR System
server : remedy (0) : RPC: Program not registered
user: admin,  server: remedy
Unable to successfully log in to any server.

and when I try to start the remedy service I got this:

RPC is not initialized

I found this command about rpc (rpcinfo) but, look below

# rpcinfo -p | grep 390
rpcinfo: can't contact portmapper: RPC: Rpcbind failure - RPC: 1832-020
Failed (
unspecified error)

# rpcinfo -p
rpcinfo: can't contact portmapper: RPC: Rpcbind failure - RPC: 1832-020
Failed (
unspecified error)

whay could it be?

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Re: RPC is not initialized - RPC: Program not registered

[Shafqat Ayaz]

Hi
  check the arerror log, it is possible that your database is not up.
   
  kind regards
   
  shafqat

"[EMAIL PROTECTED]" <[EMAIL PROTECTED]> wrote:
  Hi people

Unix AIX 5.3
ARS System: 6.3
Mid-Tier 6

I have a AIX Server running ARS but the administrator had to reboot the
system after that i got this problem when I try to use Remedy user,
Administrador or web.

ARERR [90] Cannot establish a network connection to the AR System
server : remedy (0) : RPC: Program not registered
user: admin, server: remedy
Unable to successfully log in to any server.

and when I try to start the remedy service I got this:

RPC is not initialized

I found this command about rpc (rpcinfo) but, look below

# rpcinfo -p | grep 390
rpcinfo: can't contact portmapper: RPC: Rpcbind failure - RPC: 1832-020
Failed (
unspecified error)

# rpcinfo -p
rpcinfo: can't contact portmapper: RPC: Rpcbind failure - RPC: 1832-020
Failed (
unspecified error)

whay could it be?

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Shafqat Ayaz

  "You really shouldn't say 'I love you' unless you mean it.  But if you mean 
it, you should say it a lot. People forget."






 __
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 

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Re: CSV file feed into Remedy

[Shafqat Ayaz]

Hi
  you could also automate using the ARImport from the command line, you will 
need to create a mapping and make sure that the file has always the same name, 
if the  file comes in with different name you could use a batch command to 
rename the file and then import it. If you need further details on how to do 
this, contact me offline and I will send you complete details. I have done a 
few of these.
   
  shafqat

Axton <[EMAIL PROTECTED]> wrote:
  ** Here are a few approaches you could take:
- Use EIE to load the data (costs $$$)
- Create a table on your db, and write a stored procedure to load the file.  
Point a view form at it and use an escalation.
- Write an ARDBC plugin and point a vendor form at the file, then use an 
escalation to process it. 
- use arimport to import the data (command line)
- Write a perl script to load the data using ARSPerl, schedule it to run.

I haven't gone down the path of automating the load of data into ITSM7 yet, so 
I can't speak to any nuances you may encounter at that level of the load as 
compared to previous versions. 

Axton Grams

  On 12/26/06, Jake Taylor <[EMAIL PROTECTED]> wrote:  Hello Listers,

This may seem pretty straightforward, but I've never done it before. Our
systems people are dropping a CSV file (could be a plain text file) onto
our Remedy server. What we need to do is read this file automatically (on a 
scheduled basis) into the People form of our ITSM 7 suite.

What would be the easiest way to go about doing this? Would a vendor form +
and escalation suffice? Or would we need to write some sort of script to 
import the data into Remedy?

Any and all advice and comments are welcome.  Thanks in advance, and Happy
Holidays!

-Jake Taylor
NewYork-Presbyterian
New York, NY

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__20060125___This posting was submitted with HTML in it___ 


Shafqat Ayaz

  "You really shouldn't say 'I love you' unless you mean it.  But if you mean 
it, you should say it a lot. People forget."






 __
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 

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Re: RPC is not initialized - RPC: Program not registered

[Audrey H Franklin]

Hello,

I encountered this error before, the database could be up but the 
listener may be down.

Best,

Audrey Franklin
[EMAIL PROTECTED]

- Original Message -
From: Shafqat Ayaz <[EMAIL PROTECTED]>
Date: Tuesday, December 26, 2006 6:33 pm
Subject: Re: RPC is not initialized - RPC: Program not registered

> Hi
>  check the arerror log, it is possible that your database is not up.
>   
>  kind regards
>   
>  shafqat
> 
> "[EMAIL PROTECTED]" <[EMAIL PROTECTED]> wrote:
>  Hi people
> 
> Unix AIX 5.3
> ARS System: 6.3
> Mid-Tier 6
> 
> I have a AIX Server running ARS but the administrator had to 
> reboot the
> system after that i got this problem when I try to use Remedy user,
> Administrador or web.
> 
> ARERR [90] Cannot establish a network connection to the AR System
> server : remedy (0) : RPC: Program not registered
> user: admin, server: remedy
> Unable to successfully log in to any server.
> 
> and when I try to start the remedy service I got this:
> 
> RPC is not initialized
> 
> I found this command about rpc (rpcinfo) but, look below
> 
> # rpcinfo -p | grep 390
> rpcinfo: can't contact portmapper: RPC: Rpcbind failure - RPC: 
> 1832-020
> Failed (
> unspecified error)
> 
> # rpcinfo -p
> rpcinfo: can't contact portmapper: RPC: Rpcbind failure - RPC: 
> 1832-020
> Failed (
> unspecified error)
> 
> whay could it be?
> 
> 
___

> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> ARSlist:"Where the Answers Are"
> 
> 
> 
>Shafqat Ayaz
> 
>  "You really shouldn't say 'I love you' unless you mean it.  But 
> if you mean it, you should say it a lot. People forget."
> 
> 
> 
> 
> 
> 
> __
> Do You Yahoo!?
> Tired of spam?  Yahoo! Mail has the best spam protection around 
> http://mail.yahoo.com 
> 
> 
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> ARSlist:"Where the Answers Are"

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Re: RPC is not initialized - RPC: Program not registered

[Joe D'Souza]

rpcbind -w
starts the RPC on sun. Not sure if it will on AIX but give that a shot...
You will have to run that command as root...

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED]
Sent: Tuesday, December 26, 2006 5:13 PM
To: arslist@ARSLIST.ORG
Subject: RPC is not initialized - RPC: Program not registered


Hi people

Unix AIX 5.3
ARS System: 6.3
Mid-Tier 6

I have a AIX Server running ARS but the administrator had to reboot the
system after that i got this problem when I try to use Remedy user,
Administrador or web.

ARERR [90] Cannot establish a network connection to the AR System
server : remedy (0) : RPC: Program not registered
user: admin,  server: remedy
Unable to successfully log in to any server.

and when I try to start the remedy service I got this:

RPC is not initialized

I found this command about rpc (rpcinfo) but, look below

# rpcinfo -p | grep 390
rpcinfo: can't contact portmapper: RPC: Rpcbind failure - RPC: 1832-020
Failed (
unspecified error)

# rpcinfo -p
rpcinfo: can't contact portmapper: RPC: Rpcbind failure - RPC: 1832-020
Failed (
unspecified error)

whay could it be?


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Re: Need Help Setting Up URL to a Specific Record in Mid-Tier 6.3

[Candace DeCou]

Thanks!  Now I found it - I think I wasn't looking up the correct
keyword before so didn't see the eidthanks to all!  

:-)

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Tuesday, December 26, 2006 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Need Help Setting Up URL to a Specific Record in Mid-Tier
6.3

 

If you perform a search in the Admin tool help for URL it gives you all
of the assistance you will ever need on how to construct a Mid-Tier URL

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou
Sent: Tuesday, December 26, 2006 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Need Help Setting Up URL to a Specific Record in Mid-Tier 6.3

** 

I am trying to set up a specific URL that will open one specific ticket
only, but can't seem to find any documentation on how to call just one
specific record in the URL.  So, for example, my link looks something
like this:

 

http://supportweb/arsys/forms/RemedyProd/Form+Name/View+Name/?
">Request 12345

 

Can anyone help enlighten me as to the precise format to include in the
URL to have it open one specific record only and not just the form?

Thanks in advance for your help and Happy Holidays to all!

:-)

 

 

Candace DeCou

Applications Support Analyst 
Silicon Valley Bank 
Office: 408-654-6358 
Email: [EMAIL PROTECTED] 

 



 


*
This message contains information from Silicon Valley Bank, or from
one of its affiliates, that may be confidential and privileged. If
you are not an intended recipient, please refrain from any
disclosure, copying, distribution or use of this information and
note that such actions are prohibited. If you have received this
transmission in error, please notify the sender immediately by
telephone or by replying to this transmission.

This message may include indicative rate information relating to
one or more products offered through Silicon Valley Bank, or
affiliated broker-dealer, SVB Securities. Rates and yields shown
are provided for informational purposes only, are not guaranteed,
and are subject to market conditions and availability. Nothing in
this communication shall constitute a solicitation or
recommendation to buy or sell a particular security.
Columbia Cash Reserves, Columbia Treasury Reserves, Columbia
Institutional Cash Reserves, SVB Securities Liquid Reserves, SVB
Securities Institutional Liquid Reserves and SVB Securities Horizon
Shares are offered through SVB Securities, a registered broker-
dealer and non-bank affiliate of Silicon Valley Bank. Investments
in these products require the involvement of a licensed
representative of SVB Securities. Investment products offered
through SVB Securities are not insured by the FDIC or any other
Federal Government Agency, are not deposits of or guaranteed by
Silicon Valley Bank or its affiliates, and may lose value.

__20060125___This posting was submitted with HTML in
it___

__20060125___This posting was submitted with HTML in
it___

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Re: Need help constructing a URL

[Candace DeCou]

WOW!  It looks like I'm not the only one needing this help and thanks to
so many of you for ALL your help...now I think I know several ways to
attempt this.  I must have been working too hard to pay attention to all
the great responses.

Thanks again to each and every one of you - all you crazies out there
working day after Christmas...yikes!

Happy Holidays!

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wacholz, Jeanette (Jenni)
Sent: Tuesday, December 19, 2006 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Need help constructing a URL

 

Happy Holidays, Listers! 

The following URL will take me directly (after stopping for login, which
is fine) to a HelpDesk search window. 

http:///mid-tier/forms//HPD%3AHelpDesk/Support/
  

What do I need to add to it to take me directly to a specific ticket #,
for example HD123456? Or is it not that simple? 

Jenni Wacholz 
480-445-2517 
Remedy Administrator 
Coventry Health Care 


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RE : Re: CSV file feed into Remedy

[Frex Popo]

Had the same issue a little while ago which is slightly similar to yours... 
   
  I get sent a text file with all users from LDAP on a regular basis and with 
the imported data I create user accounts on our customised application ..
   
  These are the items which I have built for this purpose:
   
  1. A from to hold the imported data. This form is only used to clean up, 
validated and perform additional preprocessing stuff on teh data.
   
  2. Filters which will take care of the preprocessing and push the data the 
relevant form(s).
   
  3. A one liner batch script which calls the arimport.exe (Remedy CLI utility 
for importing data) which references the mapping, where the data is, what form 
to import too and what log file to write too.
   
  4. An escalation which runs at a regular time which, first, truncate the 
table (to avoid fillinig up the log segment) and calls the batch script to 
import the data to the main form (from 1).
   
  If you need to see the script and the rest of the items, please email me on 
[EMAIL PROTECTED]
   
  thanks
  
Shafqat Ayaz <[EMAIL PROTECTED]> a écrit :
  **   Hi
  you could also automate using the ARImport from the command line, you will 
need to create a mapping and make sure that the file has always the same name, 
if the  file comes in with different name you could use a batch command to 
rename the file and then import it. If you need further details on how to do 
this, contact me offline and I will send you complete details. I have done a 
few of these.
   
  shafqat

Axton <[EMAIL PROTECTED]> wrote:
  ** Here are a few approaches you could take:
- Use EIE to load the data (costs $$$)
- Create a table on your db, and write a stored procedure to load the file.  
Point a view form at it and use an escalation.
- Write an ARDBC plugin and point a vendor form at the file, then use an 
escalation to process it. 
- use arimport to import the data (command line)
- Write a perl script to load the data using ARSPerl, schedule it to run.

I haven't gone down the path of automating the load of data into ITSM7 yet, so 
I can't speak to any nuances you may encounter at that level of the load as 
compared to previous versions. 

Axton Grams

  On 12/26/06, Jake Taylor <[EMAIL PROTECTED]> wrote:   Hello Listers,

This may seem pretty straightforward, but I've never done it before. Our
systems people are dropping a CSV file (could be a plain text file) onto
our Remedy server. What we need to do is read this file automatically (on a 
scheduled basis) into the People form of our ITSM 7 suite.

What would be the easiest way to go about doing this? Would a vendor form +
and escalation suffice? Or would we need to write some sort of script to 
import the data into Remedy?

Any and all advice and comments are welcome.  Thanks in advance, and Happy
Holidays!

-Jake Taylor
NewYork-Presbyterian
New York, NY

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  Shafqat Ayaz

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it, you should say it a lot. People forget."





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