ADM:Test please ignore
Shouldn't go through yet ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARPlugin error + Web Service mapping
Hi Listers, Wish you all a happy new year. :) When the Web Service is called I get an error message ARERR [8939] The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. Though the web service gets invoked and only username and password are picked and are mapped, rest of the fields are not picked up by the webservice, though in some places in arplugin log there are entries like FINE About to invoke PLGN TID: 16 RPC ID: 05 Queue: ARFILTERAPI Client-RPC: 390695 /* Tue Jan 02 2007 07:21:00.7698 */ FINE java.net.SocketTimeoutException: Read timed out PLGN TID: 16 RPC ID: 05 Queue: ARFILTERAPI Client-RPC: 390695 /* Tue Jan 02 2007 07:21:00.7742 */ -CALL FAIL Well this happened in non licencesed server, and when I try the same in Licensed Server, ARERR [8939] doesn't come up but still the webservice is not picking up the values from the fields except username and password. Is the problem with the webservice? I tried to remap the fields but the result was the same. ARServer: 6.0.1 OS:Solaris 9 midtier:6.3 DB:Oracle Ankur ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ADM: We are up and running again
Post away and Happy New Year! .. Daniel ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: What is Definitive Software Library (DSL)? and Updates downloadable
Yup, if you want to stick with the out-of-the-box DSL, Chris is right - you'll be stuck with the Software - Application - Third Party - Product Name categories - my question is - what good does this do for reporting purposes? If almost everything sits in that one CTI (I think there is one for OS, and one other one for DB/s, but I forget...), it is no good to us. The point of my post is to mention that we've put in an RFE that would enable people to modify the CTI's as they need to, and not have it written over by subsequent DSL updates. Don't know how the RFE process works at BMC, but I would think the more the merrier in terms of requesting a change... Regards, Cindy ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: COLCOUNT Function
Well yeathere's always the how...:) _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Saturday, December 30, 2006 3:30 PM To: arslist@ARSLIST.ORG Subject: Re: COLCOUNT Function ** To add to L. J., use EXTERNAL keyword to produce the results that L. J. described. Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. - Original Message From: L. J. Head [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, December 29, 2006 12:25:46 PM Subject: Re: COLCOUNT Function ** Either use a table loopor change the qualification of the table to display only the records that you want to count _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Friday, December 29, 2006 10:12 AM To: arslist@ARSLIST.ORG Subject: COLCOUNT Function ** Listers, Would I be able to use the COLCOUNT function to count only the rows that have a specific value? (I do not want a count of all the rows, just the rows that have X in a particular field). Or will I just have to create a temp field and count the rows in a table loop? Thanks in advance! Lisa __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
2 X Contract Positions. Remedy ARS Development. West London, UK
Good Afternoon to you List, Happy New Year to you, I hope 2007 is a properous and exciting year for us all. I just wanted to kick off the new year with a couple of contract requirements that Turing SMI Resource Management have: We are looking for 2 x Contract Remedy ARS Developers, West London, Start WC 8th January - Ideally, flexibility on this start date: Essential Skills At least 3 years development experience in Remedy ARS. Expertise of Remedy ARS (v5.x, v6.x), DSO, Mid-Tier, Web Services, SQL Good knowledge of Remedy ARS architecture Experience of supporting and administering Remedy environment Technical knowledge of Windows Servers Experience of full development life cycle Experience or exposure in the Installation , upgrade and patching of Remedy Servers and its add-on applications(Mid-Tier, Email Engine) Desirable Experience of Crystal and integrations with other products such as SMARTS, Oracle and SAP Knowledge of middleware solutions such as Seebeyond is also desirable. Good analytical skills and ability to communicate with the business analysts and people at various levels in the business Take ownership of problems through to resolution Ability to breakdown complex problems and identify options for resolution Take lead on development projects Ability to delegate and manage tasks to other development team members on a project Confident and conscientious approach to all aspects of the work and be able to focus on a given task Ability to prioritise and manage allocated tasks Contract Length is 3 - 6 months + / Daily Rate: Market Rates. I look forward to discussing with Interested parties. James Richardson Resource Manager 0044 (0) 1189 256459 [EMAIL PROTECTED] Kind Regards ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: COLCOUNT Function
Hi Lisa, a direct SQL count should do the trick, unless you are resisting this idea. Example: select count(*) from your-table where particular-column = 'X' Jim Bruce TELUS Mobility 416-279-3455 On Fri, 29 Dec 2006 12:11:54 -0500, Kemes, Lisa [EMAIL PROTECTED] wrote: Listers, Would I be able to use the COLCOUNT function to count only the rows that have a specific value? (I do not want a count of all the rows, just the rows that have X in a particular field). Or will I just have to create a temp field and count the rows in a table loop? Thanks in advance! Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Announcements
A few announcements: - RTL is now compatible with the 7.x api - JOARSE is now compatible with the 7.x api (source only, will make builds available for download soon) - RTL and JOARSE source files and license now reflect the LGPL license ARSWiki Updates: - My article on data visualization plugins is coming along. Starting to get some useful content for those daring to venture down this road. http://arswiki.org/wiki/index.php?title=Data_Visualization_Plugins - Two open source projects are now available to the public: https://arswiki.org:8080/projects/dvphw1 - DV Plugin - Hello World Example https://arswiki.org:8080/projects/dvpfw - DV Plugin - Framework - I'm scouting for contributors to ARSWiki as well; if you have something original or beneficial, please consider contributing it to ARSWiki for the benefit of the community. Axton Grams ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
mid tier
ARSystem 6.03.00 Sun Servers: Solaris 9 We are having problems with the mid tier today and my co-worker who does most of the work had an appendectomy last night and is not available. Are there configuration files for the mid tier similar to ARSystem files? Where are they? and can you delete a password from them? If not is there a way to delete a password from the mid tier? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
How to limit number of users working with deployable application
Hi. I have deployable application and would like to limit the number of users working with it at the same time (concurrently) - for example max 5 users. What is the easiest way to do this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ARS - Virtual vs. Physical Environment Setup
Hello ARSlist Members, I hope everyone had a wonderful holiday! We recently purchased the Remedy AR System 7.0 product and are in the planning phase of the project. Our classes are scheduled to begin at the end of January, but we are eager to find out more information on the product. Specifically, if possible, Im looking for the following information: - What functionality differences (or limitations) are there between the ARS 7.0 set up in a virtual environment versus physical environment? (the reason I ask this is because we plan to set up our Dev and Test environments on virtual machines) - What installation and configuration procedure differences are there between settings up ARS 7.0 in a virtual environment versus physical environment? - Is there any other information you can share on ARS 7.0 in a virtual environment vs. physical environment? In addition, a few questions to help us with implementation planning: - How long did the whole implementation take? - Were there unexpected difficulties? Things I should watch out for? - What about post implementation, any unforeseen problems with the system? Performance issues? Thanks in advance! Susie ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: mid tier
Which password are you talking about? The mid-tier configuration password? The user password associated with every user? Joe - Original Message From: David Yearsley [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, January 2, 2007 10:39:01 AM Subject: mid tier ** ARSystem 6.03.00 Sun Servers: Solaris 9 We are having problems with the mid tier today and my co-worker who does most of the work had an appendectomy last night and is not available. Are there configuration files for the mid tier similar to ARSystem files? Where are they? and can you delete a password from them? If not is there a way to delete a password from the mid tier? __20060125___This posting was submitted with HTML in it___ __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS - Virtual vs. Physical Environment Setup
Suzie,
I am currently running a Dev enviroment on Microsoft's Virtual PC. Setup and
operation or ARS is no different in the virtual side than it is on the
production. The plus side to this is that virtual operation allows for me to
quickly mirror an entire server for a baseline so that I can retry any
operation as many times as needed. Additionally the virtual environment allows
me to have an undo function which will reset the virtual server back to the
state that it was in when it was started. The virtual environment allows me to
test patches (OS or BMC) software updates or new version installations without
the complication of dedicated hardware and hours or days reloading a server so
that I can try an upgrade again if there is a problem or failure.
If I have to contact BMC technical support the virtual environment is treated
as a physical environment and I have not had any complications as a result.
The one area you may have to watch out for is if you are running any hardware
which ARS must interface with which is not supported in the virtual
environment. My largest problem in this area is USB devices since Microsoft's
Virtual PC does not recognize USB devices on the host system. I have to use a
USB - LPT redirect on the host system for printer services since my printer is
a USB printer.
You will need to license your development environment if you want it to match
your production, specially if you are running any of the ITSM solutions
provided by BMC. Additionally you would need licenses for any other software
that will be running on your virtual development servers, such as Crystal
Enterprise.
Other than the license concerns and the noted hardward issue I have not had
any problems with running in a virtual environment. I have been running a
development environment on a Dell Optiplex 820 with 2 gig of ram and a 200 gig
HD for the last year an a half with no major problems or concerns.
Please feel free to email me off list if you have other questions about my
specific setup.
Thanks,
Dave Fincher
[EMAIL PROTECTED]
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 2 Jan 2007 10:57 AM
Subject: ARS - Virtual vs. Physical Environment Setup
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Hello ARSlist Members, I hope everyone had a wonderful holiday! We
recently purchased the Remedy AR System 7.0 product and are in the planning
phase of the project. Our classes are scheduled to begin at the end of
January, but we are eager to find out more information on the product.
Specifically, if possible, Iâm looking for the following information:-
What functionality differences (or limitations) are there between the ARS 7.0
set up in a virtual environment versus physical environment? (the reason I
ask this is because we plan to set up our Dev and Test environments on
virtual machines)- What installation and configuration procedure
differences are there between settings up ARS 7.0 in a virtual environment
versus physical environment?- Is there any other information you can
share on ARS 7.0 in a virtual environment vs. physical environment?In
addition, a few questions to help us with implementation planning: - How long
did the whole implementation take? - Were there unexpected difficulties?
Things I should watch out for? - What about post implementation, any
unforeseen problems with the system? Performance issues? Thanks in
advance!Susie
___
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ITSM 6 to ITSM 7 migration
So I just wanted to throw out a quick note to get some feedback from those of you who may have already gone through this. I am looking to upgrade/migrate from ITSM 6.3 to 7.x. At this point in time my plan is to bring up a new server with 7.x installed; run in parallel for a short time them migrate the data onto the new server and cut over. Has anyone gone this route before? Did it work or is there a better way? My biggest concern is that the documentation says you can't upgrade to Atrium 2.0 from any previous version. Thanks and Happy New Year! -Eli ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Perfomance Metrics - How do measure this?
I am in the need of creating/gathering some performance metrics (time spent from assignment to resolution) for a support group. I was wondering how you might do this. I think I could use the Assigned and Resolved time and take a difference of those field values, or possibly look at the Status History values of Assigned and Resolved as well. What does everyone else do? Bye the way I would rather use something that is already there instead creating some custom counter to keep track of this, though that is an option. I am using Helpdesk 6.0. Thanks Kyle ARS 6.3 HD 6.0 -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Perfomance Metrics - How do measure this?
You know the problem with performance metrics is that the diff between Assigned and Resolved time doesn't necessarily reflect the real amount of time that it takes a tech to work a ticket. We try very hard to get our techs to actually fill in the Time Spent fields (on Help Desk case form) since that gives us a better overall view into how long specific types of cases take to resolve. All my management reports now include the Total Time Spent field and it is used to gauge the amount of time our 1st, 2nd and 3rd level support are spending working issue types. At a minimum, you are on the right track; but it always fails in the end because techs get a ticket (Assigned), may or may not work it immediately, spend some time on it, then eventually Resolve it. So the real metric you are capturing is only how long a ticket was opened before it was resolved, not the real time it takes a tech to work an issue. Just my humble opinion, but hope it helps. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Tuesday, January 02, 2007 11:06 AM To: arslist@ARSLIST.ORG Subject: Perfomance Metrics - How do measure this? I am in the need of creating/gathering some performance metrics (time spent from assignment to resolution) for a support group. I was wondering how you might do this. I think I could use the Assigned and Resolved time and take a difference of those field values, or possibly look at the Status History values of Assigned and Resolved as well. What does everyone else do? Bye the way I would rather use something that is already there instead creating some custom counter to keep track of this, though that is an option. I am using Helpdesk 6.0. Thanks Kyle ARS 6.3 HD 6.0 -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are - * 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Perfomance Metrics - How do measure this?
I agree wholeheartedly, and so does my management. I was just looking for a place to start. I hoping to rely on something that was system populated with no user intervention required. Thanks Kyle Candace DeCou wrote: You know the problem with performance metrics is that the diff between Assigned and Resolved time doesn't necessarily reflect the real amount of time that it takes a tech to work a ticket. We try very hard to get our techs to actually fill in the Time Spent fields (on Help Desk case form) since that gives us a better overall view into how long specific types of cases take to resolve. All my management reports now include the Total Time Spent field and it is used to gauge the amount of time our 1st, 2nd and 3rd level support are spending working issue types. At a minimum, you are on the right track; but it always fails in the end because techs get a ticket (Assigned), may or may not work it immediately, spend some time on it, then eventually Resolve it. So the real metric you are capturing is only how long a ticket was opened before it was resolved, not the real time it takes a tech to work an issue. Just my humble opinion, but hope it helps. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Tuesday, January 02, 2007 11:06 AM To: arslist@ARSLIST.ORG Subject: Perfomance Metrics - How do measure this? I am in the need of creating/gathering some performance metrics (time spent from assignment to resolution) for a support group. I was wondering how you might do this. I think I could use the Assigned and Resolved time and take a difference of those field values, or possibly look at the Status History values of Assigned and Resolved as well. What does everyone else do? Bye the way I would rather use something that is already there instead creating some custom counter to keep track of this, though that is an option. I am using Helpdesk 6.0. Thanks Kyle ARS 6.3 HD 6.0 -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Updated ARS 7.x FAQ's
Listers: Thanks to Lenny you can find his latest update for ARS 7.x: http://www.buoyantsolutions.net/Download_ARS70.html * Admin70FAQ.doc * CrystalReports_WhitePaper.doc Remedy User Version Supported Version of Crystal Reports Professional 5.1.2, 6.x 9.0 5.1, 5.1.1 8.5 5.0.1 8.0 4.5.2 7.0 * Troubleshooting Crystal Reporting.doc * ITSM70FAQ.doc * Copy of Foundation Data Spreadsheet.xls * BONUS: Class Exercises (separate folder Regards.Gidd Glidden L. Calden BUOYANT SOLUTIONS, INC. Keeping business afloat ...in a Sea of Solutions Office ( 916.334.0599 Web 8 http://www.buoyantsolutions.net http://www.buoyantsolutions.net/ E-mail + mailto:[EMAIL PROTECTED] This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Email Inbound, extracting text strings
Hi there, I need to create certain requests from specific incoming emails. I already created a new form in which I push the subject and mail body from AR System Email Messages when a new mail comes in (if the subject is containing a specific string). Now I have the mail body field in my new form and I need to extract specific values out of this to push it into a new request. The mail body looks like this: text text text text text field 1: field value 1 field 2: field value 2 text text field 3: field value 3 text So, how can I extract the field value x strings with a SetField action? I guess it must work somehow in combination with SUBSTRC and STRSTRC function, right? Any help is really appreciated! Thanks in advance. Dan PS: The field values can contain german umlaut characters. I hope this is not a problem. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email Inbound, extracting text strings
Hi Dan, Here is something that will return all the characters from the first non blank character after !536870951!: to the line feed. As you all ready know, you would have to change substr and strstr to substrc and strstrc. LTRIM(LEFT(SUBSTR($Text Body$, STRSTR($Text Body$, !536870951!:) + 12, STRSTR($Text Body$, !536870951!:) + 44), STRSTR(SUBSTR($Text Body$, STRSTR($Text Body$, !536870951!:) + 12, STRSTR($Text Body$, !536870951!:) + 44), ))) It's not pretty or elegant, but I hope it helps you, Julie At 12:58 PM 1/2/2007, you wrote: ** Hi there, I need to create certain requests from specific incoming emails. I already created a new form in which I push the subject and mail body from AR System Email Messages when a new mail comes in (if the subject is containing a specific string). Now I have the mail body field in my new form and I need to extract specific values out of this to push it into a new request. The mail body looks like this: text text text text text field 1: field value 1 field 2: field value 2 text text field 3: field value 3 text So, how can I extract the field value x strings with a SetField action? I guess it must work somehow in combination with SUBSTRC and STRSTRC function, right? Any help is really appreciated! Thanks in advance. Dan PS: The field values can contain german umlaut characters. I hope this is not a problem. __20060125___This posting was submitted with HTML in it___ --- Julie Rockwood Los Alamos National Laboratory IST-APPS3 BMC Technical Lead (505) 667-9846 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Print option from attachements
Hello Listers, I posed this question to BMC support and the response was useless (which seems to be par for the course lately). Curerntly, in the Change Management application, when an attachment is opened (from an attachment pool) it is served up as a .jsp but does not offer any option to print in this view. The way around this is to do a ctrl-p. I'd like to add a print button/option after an attachment is opened in a web view. How do I go about doing this Can you modify the attachment .jsp to do this or not possible? Sorry, I am not a developer so simplified instructions are much appreciated. Anyways, for chuckles, here is the response I received from BMC support. Name removed to protect the guilty: Hi Richard, It depends on what type attachment it is. For example, if it's a word document, you can change the behavior to open it in a new window as follows: My computerviewoptionsfile typesWord documentEditcheck Browse in same window http://support.microsoft.com/kb/q162059/ Issue Summary: printing attachments form web view ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Print option from attachements
Richard, what I hear them saying is that you (like most of us) use the actual applications in which to view documents, spreadsheets, etc. What they want you to do is view them all via the browser. Not a very friendly workaround, I'd have to agree. Rick On 1/2/07, Richard Crosby [EMAIL PROTECTED] wrote: Hello Listers, I posed this question to BMC support and the response was useless (which seems to be par for the course lately). Curerntly, in the Change Management application, when an attachment is opened (from an attachment pool) it is served up as a .jsp but does not offer any option to print in this view. The way around this is to do a ctrl-p. I'd like to add a print button/option after an attachment is opened in a web view. How do I go about doing this Can you modify the attachment .jsp to do this or not possible? Sorry, I am not a developer so simplified instructions are much appreciated. Anyways, for chuckles, here is the response I received from BMC support. Name removed to protect the guilty: Hi Richard, It depends on what type attachment it is. For example, if it's a word document, you can change the behavior to open it in a new window as follows: My computerviewoptionsfile typesWord documentEditcheck Browse in same window http://support.microsoft.com/kb/q162059/ Issue Summary: printing attachments form web view ___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
CMDB Federation and CMDB UI
I was doing a little investigation on CMDB federation specifically around CMDB federation outside of BMC CMDB. I found the white paper Federation and a CMDB on the BMC website. It seems to be that the way to federate is to either - modify CMDB so that you click a button and open the CI in another application (example: nLayers) or you build a customization in CMDB to pull the data from the other system as needed. It mentions something called the CMDB UI - in which you would use as a base for your customization. I am wondering - has anybody done a BMC CMDB federation project using the CMDB UI - and if so do you have any helpful comments. Thanks, -John -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: mid tier
The default password for mid-tier is Arsystem. If this doesn't work you will need to re-install.If you change the password in the config.properties file for mid-tier. You will break the authentication. The best way to change the password is to reinstall. Darknight Corp. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Performance Issues caused by User Queries - Remedy 6.3/Oracle 10.0.2
Greetings List!! We have an issue in which some users (we know not who) are running queries which are affecting the performance of our Remedy system, causing significant delays, issues, and even complete system lock-ups for all our Users. We have three goals that we would like to accomplish: 1) Identify the user(s) and what they are doing 2) Prevent future performance degradation of this nature 3) Stop offending queries in progress should prevention be not possible to bypassed in some manner, using a method other than rebooting our database (as this brings all our users down, which is what we are trying to remedy) We are interested in any possible solutions or paths to accomplish one or more of these goals. We spoke with our Remedy Partner that provides our support, but unfortunately, their best resolution was using User/API/SQL Logging Remedy-side. Unfortunately, for this to be successful, we would need to know before the offending query is run, or have it always running (something our SA is against due to system resource concerns) Our SA provided me the following information concerning our configuration, which may be helpful (I apologize that I don't know what it all means): Distributed Server Remedy 6.3.0 patch 018 Oracle 10.0.2 Monolithic We look forward to and appreciate any assistance available. Thanks Shawn Stonequist EMNS, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Performance Issues caused by User Queries - Remedy 6.3/Oracle 10.0.2
You can do a couple of things: - look at the remedy logs to figure out what these people are doing (sql); then take steps to stop it. - Limit the number of records the server can return (admin tool/ar.conf) Unfortunately, from the db side, there is not much you can do to stop what has started, short of stopping your remedy server. Each queue (fast/list/custom) configured on your arserver is configured with a set min/max number of threads. At startup, remedy establishes X number of connections to your db (sum of the min threads for all queues). These are persistent sessions and should not be mucked with from the db side. Axton Grams On 1/2/07, Shawn Stonequist [EMAIL PROTECTED] wrote: Greetings List!! We have an issue in which some users (we know not who) are running queries which are affecting the performance of our Remedy system, causing significant delays, issues, and even complete system lock-ups for all our Users. We have three goals that we would like to accomplish: 1) Identify the user(s) and what they are doing 2) Prevent future performance degradation of this nature 3) Stop offending queries in progress should prevention be not possible to bypassed in some manner, using a method other than rebooting our database (as this brings all our users down, which is what we are trying to remedy) We are interested in any possible solutions or paths to accomplish one or more of these goals. We spoke with our Remedy Partner that provides our support, but unfortunately, their best resolution was using User/API/SQL Logging Remedy-side. Unfortunately, for this to be successful, we would need to know before the offending query is run, or have it always running (something our SA is against due to system resource concerns) Our SA provided me the following information concerning our configuration, which may be helpful (I apologize that I don't know what it all means): Distributed Server Remedy 6.3.0 patch 018 Oracle 10.0.2 Monolithic We look forward to and appreciate any assistance available. Thanks Shawn Stonequist EMNS, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: mid tier
No, you can reset the password in the config.properties safely. Simply retrieve the default value for arsystem, then place that hashed pwd value into the config.properties file, then restart the jsp/servlet container. This is safer and less prone to problems than reinstalling; which can potentially introduce a whole new host of issues. Axton Grams On 1/2/07, Treis [EMAIL PROTECTED] wrote: The default password for mid-tier is Arsystem. If this doesn't work you will need to re-install.If you change the password in the config.properties file for mid-tier. You will break the authentication. The best way to change the password is to reinstall. Darknight Corp. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Performance Issues caused by User Queries - Remedy 6.3/Oracle 10.0.2
We ran into these issues awhile back given some of our tables have millions of rows, so we created a simple search capture form and search protection dialog form. These could help if uses are performing searching in forms or reports, if they are searching via ODBC then you might consider limiting use to a permission group or specific datetime range in the AR.CFG The search capture is a form with some AL's that grab fields from a form being searched or the advanced search (add the search bar field to the form), if it is a crystal report you can decode the search with Set fields ($PROCESS$ Application-Map-Ids-To-Names $ReportFormName$ $Search$) The search protection recognizes specific search fields and/or datetime field ranges. Example of one scenario: if STRSTR(SUBSTR($Search Bar$,STRSTR($Search Bar$, 'Create Date') + 13), 'Create Date') 40 then a daterange is used (although there are other permutations to check) - find the time between the range or some other action If the query doesn't meet criteria we direct the user to a separate dialog form with selectable search criteria and limited date ranges. Hope this helps Pat Dill Enterprise Tools Team Roosevelt Commons, Floor 5 206-545-3217 Office 206-931-3006 Cell -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Stonequist Sent: Tuesday, January 02, 2007 2:34 PM To: arslist@ARSLIST.ORG Subject: Performance Issues caused by User Queries - Remedy 6.3/Oracle 10.0.2 Greetings List!! We have an issue in which some users (we know not who) are running queries which are affecting the performance of our Remedy system, causing significant delays, issues, and even complete system lock-ups for all our Users. We have three goals that we would like to accomplish: 1) Identify the user(s) and what they are doing 2) Prevent future performance degradation of this nature 3) Stop offending queries in progress should prevention be not possible to bypassed in some manner, using a method other than rebooting our database (as this brings all our users down, which is what we are trying to remedy) We are interested in any possible solutions or paths to accomplish one or more of these goals. We spoke with our Remedy Partner that provides our support, but unfortunately, their best resolution was using User/API/SQL Logging Remedy-side. Unfortunately, for this to be successful, we would need to know before the offending query is run, or have it always running (something our SA is against due to system resource concerns) Our SA provided me the following information concerning our configuration, which may be helpful (I apologize that I don't know what it all means): Distributed Server Remedy 6.3.0 patch 018 Oracle 10.0.2 Monolithic We look forward to and appreciate any assistance available. Thanks Shawn Stonequist EMNS, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Email and Alert notifications....
Hello Listers, First of all wish all of you a very Happy new year... This is our configuration: ARS 6.3 Patch 19 We are on Solaris 5.10 Some of the users on our Remedy system are authenticated over LDAP while some are autheticated from the ARS. What we have noticed is if we try to send a notification to a group either an alert or an email using the Group name (groups reside in the ARS), only the users that are authenticated from within the ARS get these alerts or emails. In our LDAP configuration we have the Group container set to None. Every other functionality relating to resolving groups work with these externally authenticated users such as resolution of the keyword $GROUPS$ etc. What could be going wrong? Any help would be highly appreicated.. Cheers Joe __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: RE : Remedy ARS 6.3 server process crash randomly
Hi, My current Oracle server version is 9.2.0.5. Should I upgrade both server and client OR just the Oracle client? Arerror.log Tue Jan 2 14:28:49 2007 0 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Tue Jan 2 14:28:49 2007 11 Tue Jan 2 14:29:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:30:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:31:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:32:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:34:13 2007 0 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Tue Jan 2 14:34:13 2007 11 Tue Jan 2 14:35:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:36:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:37:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:40:12 2007 0 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Tue Jan 2 14:40:12 2007 11 Tue Jan 2 14:40:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:41:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:42:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:43:28 2007 Dispatch : Cannot establish a network connection to the AR System server (eagle (0) : RPC: Miscellaneous tli error - bad flags) ARERR - 90 Tue Jan 2 14:50:31 2007 0 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Tue Jan 2 14:50:31 2007 11 Tue Jan 2 14:52:08 2007 0 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Tue Jan 2 14:52:08 2007 15 Tue Jan 2 14:52:08 2007 Dispatch : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Tue Jan 2 14:52:08 2007 15 From: Mahesh Patil [EMAIL PROTECTED] To: fred li [EMAIL PROTECTED] Subject: Re: RE : Remedy ARS 6.3 server process crash randomly Date: Fri, 29 Dec 2006 08:34:38 -0800 (PST) Hi, Ensure that the new client library path is available for Oracle. You modify the ORACLE_HOME variable for the same. For further analysis, can you please share the arerror.log, thread.log please. Thanks, Mahesh - Original Message From: fred li [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Cc: [EMAIL PROTECTED] Sent: Thursday, December 28, 2006 3:27:50 AM Subject: Re: RE : Remedy ARS 6.3 server process crash randomly Hi, ulimit -a time(seconds)unlimited file(blocks) unlimited data(kbytes) 819200 stack(kbytes)8192 memory(kbytes) unlimited coredump(blocks) OK might try to apply latest client for Oracle. How do I instruct Remedy ARS 6.3 to use latest Oracle client? Best regards, Frank From: Mahesh Patil [EMAIL PROTECTED] Reply-To: arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG Subject: Re: RE : Remedy ARS 6.3 server process crash randomly Date: Tue, 26 Dec 2006 08:50:16 -0800 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
Re: Remedy ARS 6.3 server process crash randomly
Should I upgrade both Oracle server and client version OR just Oracle client will be OK? Best regards, Frank From: Axton [EMAIL PROTECTED] To: fred li [EMAIL PROTECTED] Subject: Re: Remedy ARS 6.3 server process crash randomly Date: Wed, 27 Dec 2006 17:03:24 -0500 Set the environment variables appropriately (ORACLE_HOME, ORACLE_SID, ORACLE_BASE, PATH, etc.) Update ar.conf file to point to the new oracle home. Axton Grams On 12/27/06, fred li [EMAIL PROTECTED] wrote: Hi, Thank you!!! After I upgrade Oracle client to 9.2.0.6 how do I instruct Remedy ARS to use this new client? Best regards, Frank From: Axton [EMAIL PROTECTED] To: Frank [EMAIL PROTECTED] Subject: Re: Remedy ARS 6.3 server process crash randomly Date: Mon, 25 Dec 2006 23:01:55 -0500 I believe the memory leak is fixed in the 9.2.0.6 release of the oracle client and was specific to the HP-UX platform. This was a while back that the problem presented itself, so my memory may not be 100% accurate. See the following thread: http://groups.google.com/group/arslist/browse_thread/thread/695dd5c3d0e59ddc/da022f34bef427aa?lnk=stq=arslist+remedy+memory+leak+%22oracle+9.2.06%22+clientrnum=1hl=en#da022f34bef427aa If you need further confirmation, the Remedy KB used to have an article that covered the issue. I haven't used the KB since the BMC site upgrade. My recommendation is to upgrade the Oracle client on the Remedy server to 9.2.0.6. This is totally independant of the Oracle server version; no upgrade of the Oracle instance was required to address this issue. Axton Grams On 12/25/06, Frank [EMAIL PROTECTED] wrote: Thanks, the Oracle client is 9.2.0.5C. I am not sure how to track the memory before it crashed. As it crashed randomly but when it crashed I can see the arservd process is using a lot of CPU resource around 60%. The memory I noted down is 785MB/785MB (SIZE/RES) _ Advertisement: Meet Sexy Singles Today @ Lavalife - Click here http://a.ninemsn.com.au/b.aspx?URL=http%3A%2F%2Flavalife9%2Eninemsn%2Ecom%2Eau%2Fclickthru%2Fclickthru%2Eact%3Fid%3Dninemsn%26context%3Dan99%26locale%3Den%5FAU%26a%3D23769_t=754951090_r=endtext_lavalife_dec_meet_m=EXT _ Advertisement: Mobiles, computers, handsets, iPODs and more! http://a.ninemsn.com.au/b.aspx?URL=http%3A%2F%2Fwww%2Etradingpost%2Ecom%2Eau%2Fsearch%2Fcat%5FPhones%5Fns%5FTrue%5Foff%5F0%5Fsect%5FAutomotive%5Fsort%5FotRZSQ1BJDZfdRZSQSearchDisplayPriorityIndAVSCotRZSQ1BJDZfdRZSQFirstPublished%5Fsqt%5F2%5Fsrch%5Fmobile%2Bphones%5Fsrchtype%5Fint%5Fstate%5F9%5Fstpg%5F1%5Fsubs%5FUsed%2BCars%5F%3Freferrer%3Dplacement13_t=759568604_r=Email_Tagline1_m=EXT ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email and Alert notifications....
There is a parameter you have to set in your ar.conf to address this if the data (email address) is not available in your LDAP directory. quote External-Authentication-Return-Data-Capabilities A bit mask that allows you to specify the return data capabilities for the current AREA plug-in. This setting does not control the AREA plug-in, it merely describes the behavior of the plug-in, allowing for server optimization. Acceptable values are as follows: Bit 1 (Value=1)—No email address will be provided. Bit 2 (Value=2)—No notify mechanism will be provided. Bit 3 (Value=4)—No group identifiers will be provided. Bit 4 (Value=8)—No license information will be provided. Bit 5 (Value=16)—No notification user validation should occur. The default is 0, meaning the server will attempt to retrieve this information from AREA. A value of 7 will allow the server to potentially reduce the number of AREA related calls during notification processing. A value of 16 will allow the server to avoid using AREA for notification user validation and information retrieval. Use this setting for sites using a form of AREA that applies user names as email addresses and where there is no benefit to accessing an authentication database. /quote Axton Grams On 1/2/07, Joe DeSouza [EMAIL PROTECTED] wrote: ** Hello Listers, First of all wish all of you a very Happy new year... This is our configuration: ARS 6.3 Patch 19 We are on Solaris 5.10 Some of the users on our Remedy system are authenticated over LDAP while some are autheticated from the ARS. What we have noticed is if we try to send a notification to a group either an alert or an email using the Group name (groups reside in the ARS), only the users that are authenticated from within the ARS get these alerts or emails. In our LDAP configuration we have the Group container set to None. Every other functionality relating to resolving groups work with these externally authenticated users such as resolution of the keyword $GROUPS$ etc. What could be going wrong? Any help would be highly appreicated.. Cheers Joe __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email and Alert notifications....
Hello Axton, Thank you so much for your email. I just tried what you suggested and added this line to my ar.conf file and it works like a charm.. Both internally authenticated users as well as externally authenticated users now receive the intended emails and alerts.. This is what I added to my ar.conf file... External-Authentication-Return-Data-Capabilities: 16 Thank you once again.. Cheers Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARPlugin error + Web Service mapping
Thanks Kelly... I'll try this out. Ankur From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kelly Heikkila Sent: 02 January 2007 08:20 PM To: arslist@ARSLIST.ORG Subject: Re: ARPlugin error + Web Service mapping ** Unlicensed servers only have one thread (Admin thread). So, when you make a web service call, that thread locks, and if the service you are calling also needs to interact with the ARServer, there are no threads available, and it will timeout. Applying a license to an unlicensed serverlicensed will not automatically increase the allotted threads (only make the option available). So, you will also need to adjust your fast/list threads upward. Kelly Heikkila -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 02, 2007 12:59 AM To: arslist@ARSLIST.ORG Cc: Ankur Gulati (GR/EIL) Subject: ARPlugin error + Web Service mapping ** Hi Listers, Wish you all a happy new year. :) When the Web Service is called I get an error message ARERR [8939] The AR System Plug-In server is not responding. Cannot connect to the system at this time. Contact your AR System Administrator for assistance. Though the web service gets invoked and only username and password are picked and are mapped, rest of the fields are not picked up by the webservice, though in some places in arplugin log there are entries like FINE About to invoke PLGN TID: 16 RPC ID: 05 Queue: ARFILTERAPI Client-RPC: 390695 /* Tue Jan 02 2007 07:21:00.7698 */ FINE java.net.SocketTimeoutException: Read timed out PLGN TID: 16 RPC ID: 05 Queue: ARFILTERAPI Client-RPC: 390695 /* Tue Jan 02 2007 07:21:00.7742 */ -CALL FAIL Well this happened in non licencesed server, and when I try the same in Licensed Server, ARERR [8939] doesn't come up but still the webservice is not picking up the values from the fields except username and password. Is the problem with the webservice? I tried to remap the fields but the result was the same. ARServer: 6.0.1 OS:Solaris 9 midtier:6.3 DB:Oracle Ankur __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Perfomance Metrics - How do measure this?
Hi Candace, I agree with you. That should be the ideal workflow. However, most often, the engineers were onsites and we got to update on their behalf and at time the timing given were inaccurate. So we did not use disable those timing to enter the time spent. Now, I just use the calculation based on the difference in assigned time and resolved time. This will be the duration on the engineer working on it. Difference in Create Time and Assigned time will be the duration the helpdesk work on it and the difference between create time and resolved time will the the total duration for the help desk case. I hope this is inline with the current performance metrics. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou Sent: Wednesday, 03 January, 2007 03:22 To: arslist@ARSLIST.ORG Subject: Re: Perfomance Metrics - How do measure this? You know the problem with performance metrics is that the diff between Assigned and Resolved time doesn't necessarily reflect the real amount of time that it takes a tech to work a ticket. We try very hard to get our techs to actually fill in the Time Spent fields (on Help Desk case form) since that gives us a better overall view into how long specific types of cases take to resolve. All my management reports now include the Total Time Spent field and it is used to gauge the amount of time our 1st, 2nd and 3rd level support are spending working issue types. At a minimum, you are on the right track; but it always fails in the end because techs get a ticket (Assigned), may or may not work it immediately, spend some time on it, then eventually Resolve it. So the real metric you are capturing is only how long a ticket was opened before it was resolved, not the real time it takes a tech to work an issue. Just my humble opinion, but hope it helps. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Tuesday, January 02, 2007 11:06 AM To: arslist@ARSLIST.ORG Subject: Perfomance Metrics - How do measure this? I am in the need of creating/gathering some performance metrics (time spent from assignment to resolution) for a support group. I was wondering how you might do this. I think I could use the Assigned and Resolved time and take a difference of those field values, or possibly look at the Status History values of Assigned and Resolved as well. What does everyone else do? Bye the way I would rather use something that is already there instead creating some custom counter to keep track of this, though that is an option. I am using Helpdesk 6.0. Thanks Kyle ARS 6.3 HD 6.0 -- Kyle Whitley IT System Support Professional Office of Information and Instructional Technology (OIIT) Board of Regents of the University System of Georgia ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are - * 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Performance Issues caused by User Queries - Remedy 6.3/Oracle 10.0.2
Shawn, why not take a look at rrrLog from misi, at www.rrr.se rrrLog: Find the performance bottle necks in your system. What form use most system resources? Find slow API/SQL-calls, and browse the filters that have been triggered. You will be able to sort by processing time and identify which sql command a used made, and who this user was. In the bottom are the logfiles, api, sql, filter, esc, but presented is a readable format. We tested the product, and found slow 'like searches', both in ars code and triggered by users. L ars -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Shawn Stonequist Sent: Tuesday, January 02, 2007 11:34 PM To: arslist@ARSLIST.ORG Subject: Performance Issues caused by User Queries - Remedy 6.3/Oracle 10.0.2 Greetings List!! We have an issue in which some users (we know not who) are running queries which are affecting the performance of our Remedy system, causing significant delays, issues, and even complete system lock-ups for all our Users. We have three goals that we would like to accomplish: 1) Identify the user(s) and what they are doing 2) Prevent future performance degradation of this nature 3) Stop offending queries in progress should prevention be not possible to bypassed in some manner, using a method other than rebooting our database (as this brings all our users down, which is what we are trying to remedy) We are interested in any possible solutions or paths to accomplish one or more of these goals. We spoke with our Remedy Partner that provides our support, but unfortunately, their best resolution was using User/API/SQL Logging Remedy-side. Unfortunately, for this to be successful, we would need to know before the offending query is run, or have it always running (something our SA is against due to system resource concerns) Our SA provided me the following information concerning our configuration, which may be helpful (I apologize that I don't know what it all means): Distributed Server Remedy 6.3.0 patch 018 Oracle 10.0.2 Monolithic We look forward to and appreciate any assistance available. Thanks Shawn Stonequist EMNS, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
