Re: SSO Problem: AREA being called more than once

[Ben Chernys]

Yes.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: January 29, 2007 10:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO Problem: AREA being called more than once


** 
Hi Ben,
By configuration parameters, do you mean the parameters in ar.cfg?
 

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... "Why?"
I dream of things that never were and say... "Why not?" 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys
Sent: Monday, January 29, 2007 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO Problem: AREA being called more than once


** 
The AREA plug-in is called both for authentication as well as for
determining a user's notification criteria.  There are different sets of
arguments in both cases.  This is not well documents (or rather not
documented at all!)  There are also now some configuration parameters to
prevent the other calls.  Check the list for these parameters.  These should
be documented in the Configuration book.
 
Trace the calling arguments (including NULL vs zero-length strings).  This
should be the same behaviour in 7 as in 6.
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 (0) 162 175 0956   GMT + 1
UK mbl: +44 (0) 776 819 5399   GMT
Email:
mailto:[EMAIL PROTECTED]
Web:  
http://www.softwaretoolhouse.com

A free notepad for Diary fields:
 
http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm
An ARS integration, import, migration, batch facility:
 
http://www.softwaretoolhouse.com/products/SthMupd
  


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: January 29, 2007 5:36 PM
To: arslist@ARSLIST.ORG
Subject: SSO Problem: AREA being called more than once


** 

Hi List, 
Has anyone ever had any problems with their AREA being called more than
once?  In the password field, a one-time-use token is being passed in. AREA
then calls SSO with that token, then SSO verifies the validity of the token.
However since the AREA code is being called more than once, the same token
that was being validated the first time it went through, is being validated
again, and so SSO of course will say no. 

The AREA code we are using now is exactly the same as our old AREA code in
ARS 6.3, which worked (we upgraded to ARS 7.0). Does anyone have any
thoughts on this? Please let me know. Thanks!

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... "Why?"
I dream of things that never were and say... "Why not?" 


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Re: Apple Safari Web Interface

[strauss]

I certainly hope this one makes it into production; we haven't had a
reliable, working solution for our Macintosh users since RemedyWeb 4.1
!! It has been one _long_ dry spell since then, full of unrealized
promises.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Monday, January 29, 2007 8:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Apple Safari Web Interface

 
> but have yet to figure out what it is.

Actually, BMC did work with Apple and figured out what it is.  Apple is
making changes to the Safari browser in Leopard (Mac OS X 10.5) and BMC
is scheduled to pick up support for Safari in the mid-2007 release of AR
System to take advantage of those changes.


Thanks,

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

BMC Software, Inc.

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Re: Apple Safari Web Interface

[Carey Matthew Black]

David,

That is good to know.

To bad such information is not in the KB for Tech support to spell out
for us. (or better yet for us to access.) I think we can all deal with
statements like "Forward looking statements ... bla bla bla... things
might change. bla bla bla we hope to see ... but can not
guarantee..." in the KB articles. :)  [ Or did I just not see that KB
entry?]



All,

And I will add... according to apple.com... "LeopardComing spring 2007".

So there might be hope for the "Mac native browser" as an ARS client
yet. :) [ Of course they will have to patch there OS to the latest
bleeding edge and hope that Apple did not break anything else in their
attempt to fix their browser. :]


Or they could just use a browser that works on the Mac right now. :]

Netscape 7.2 for OS X 10.1+. (According to my v6.3 compatibility matrix. :)

and ARS v7 adds Mozilla v1.7.3 and Firefox v1.5 on the Mac OS X v10.1+ too.


Now if only the Safari browser broke in a more obvious way that
prevented the user from actually logging in to ARS and getting that
"You are connected from another IP address" when they actually try a
supported browser on the second attempt. (But I guess that is an RFE
for v6.3 which likely will never be seen.)

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

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


On 1/29/07, Easter, David <[EMAIL PROTECTED]> wrote:


> but have yet to figure out what it is.

Actually, BMC did work with Apple and figured out what it is.  Apple is
making changes to the Safari browser in Leopard (Mac OS X 10.5) and BMC
is scheduled to pick up support for Safari in the mid-2007 release of AR
System to take advantage of those changes.


Thanks,

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

BMC Software, Inc.


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Re: CI Viewer - CMDB Libraries are not available?

[Mike Parker]

*rolling eyes - slapping head*

(You just ever have one of those days?)

Thank you Brian!



From: "Brian Baker (bbaker2)" <[EMAIL PROTECTED]>
Reply-To: arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG
Subject: Re: CI Viewer - CMDB Libraries are not available?
Date: Mon, 29 Jan 2007 07:59:29 -0800

The last step in the CI Viewer install is to copy the libraries from
WEB-INF/lib directory in the installation folder to Tomcat's WEB-INF/lib
directory. Was this done on your system?

Regards,
Brian

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Parker
Sent: Sunday, January 28, 2007 3:24 PM
To: arslist@ARSLIST.ORG
Subject: CI Viewer - CMDB Libraries are not available?

Hi List:

Im completely stuck -

I installed everything for ITSM 7 with no problems - Everything looks
good according to the installation logs.  However, when attempt I run
the CI Viewer, I get this error:

CMDB libraries are not available.
Please install the CI Relationship Viewer on the Mid Tier server.

I've uninstalled & reinstalled several times, with several
versions/patches.
  I've looked at permissions, java libraries, everything that I can
think of offhand that would cause this. However, I just cannot get this
thing to function properly.

The knowledge base has 0 entries, and the documentation doesnt mention a
thing on how to troubleshoot it.

Has anyone else seen this before?

OS:  Windows 2003
Web Server:  IIS 6
JSP:  Tomcat
Mid-Tier: (7.00, 7.01, 7.01 p1), now on 7.01 p1
CMDB: 2.01 p2

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Re: Apple Safari Web Interface

[Easter, David]

 
> but have yet to figure out what it is.

Actually, BMC did work with Apple and figured out what it is.  Apple is
making changes to the Safari browser in Leopard (Mac OS X 10.5) and BMC
is scheduled to pick up support for Safari in the mid-2007 release of AR
System to take advantage of those changes.


Thanks,

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

BMC Software, Inc.
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Monday, January 29, 2007 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Apple Safari Web Interface

Gene,

Safari does not work. It is not supported. And the last time I heard a
voice from BMC say "Safari" was to say that it does not have a "debug"
type environment that will allow them to figure out what is wrong with
it. :)

Basically BMC holds that what they are doing is "standards based" and
that there must be something that Safari does not support, or correctly
support that is the root problem. They think it is something "simple",
but have yet to figure out what it is. (Thus it is not
supported.)


Personally I would love to see a feature in the Mid-Tier that would
allow a person to figure out if the browser is on the "Supported"
list, on the "not supported, but is known to mostly work", or on the
"nope... that is broke" list of browsers out there BEFORE the user
actually attempts to login to the ARS server. However, such a feature is
also "unsupported" too.

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

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



On 1/29/07, Gene Ushinsky <[EMAIL PROTECTED]> wrote:
> **
>  I am somewhat new to Remedy and may not ask the question correctly 
> but here it is.
>
>  We have a 6.x installation of Remedy that has a web interface to it. 
> Seems that IE6 and FireFox 2 work quite well with it. However, Apple's

> Safari 2.x doesn't. There is nothing on the screen - the page is
blank.
>
>  Is this is a known issue? Is this something we need to fix on site, 
> as it is part of our setup and forms we use? Any help and pointers 
> would be appreciated.
>
>  Gene
>
>  geneushinsky
>  OIT - Service Desks Support Manager
>  [EMAIL PROTECTED] | MB 161A | 801.422.2716 
> __20060125___This posting was submitted with HTML 
> in it___


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Re: Apache/Tomcat

[Tucker, Rob]

Thanks Tony 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Monday, January 29, 2007 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Apache/Tomcat

Sure.  Either run Tomcat on port 80, or use a connector.

There are remedy-specific whitepapers on the support site about this.
Some may be geared towards Remedy Knowledge Management.

http://tomcat.apache.org/tomcat-3.3-doc/mod_jk-howto.html
http://tomcat.apache.org/connectors-doc/reference/apache.html

Below is a quick sample from my configs.  Refer to the links above for
more specifics.

apache httpd.conf:



  LoadModule jk_module "E:/Program Files/Apache Software
Foundation/Apache2.2/modules/mod_jk.so"


JkMount /arsys ajp13
JkMount /arsys/* ajp13

JkMount /rkm ajp13
JkMount /rkm/* ajp13

JkMount /manager ajp13
JkMount /manager/* ajp13


tomcat server.xml





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



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

01/29/2007 02:45 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Apache/Tomcat






** 
All right all you gurus.
 
I have MidTier 7.0.1 running on Apache/Tomcat.
 
After install, the only way I can hit the MidTier is by using port 8080
(
http://server:8080/arsys)
 
Is there anyway to configure so I do not have to use the 8080 port to
hit 
the arsys directory? (http://server/arsys)
 
Thanks in advance,
 
-Rob
 
 
 

Rob Tucker 
New Edge Networks  ARS Administration and Development 
[EMAIL PROTECTED] 
  Vancover,Washington 

tel: 360-759-9670
fax:360-693-9997 
 
 
__20060125___This posting was submitted with HTML in

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RESOLVED: Apache/Tomcat

[Tucker, Rob]

 Thanks Will!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Will Du Chene
Sent: Monday, January 29, 2007 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Apache/Tomcat

Rob:

You have to use the mod_jk connector to bridge the gap between apache
and tomcat. There is a tutorial on how to put this togeter over on the
Apache website.

http://tomcat.apache.org/connectors-doc/webserver_howto/apache.html





> All right all you gurus.
>
> I have MidTier 7.0.1 running on Apache/Tomcat.
>
> After install, the only way I can hit the MidTier is by using port 
> 8080
> (http://server:8080/arsys)
>
> Is there anyway to configure so I do not have to use the 8080 port to 
> hit the arsys directory? (http://server/arsys)
>
> Thanks in advance,
>
> -Rob
>
>
>
> 
> Rob Tucker
> New Edge Networks  ARS Administration and Development 
> [EMAIL PROTECTED]
>   Vancover,Washington
> tel: 360-759-9670
> fax:360-693-9997
>
>
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> ARSlist:"Where the Answers Are"
>


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Re: Apple Safari Web Interface

[Carey Matthew Black]

Gene,

Safari does not work. It is not supported. And the last time I heard a
voice from BMC say "Safari" was to say that it does not have a "debug"
type environment that will allow them to figure out what is wrong with
it. :)

Basically BMC holds that what they are doing is "standards based" and
that there must be something that Safari does not support, or
correctly support that is the root problem. They think it is something
"simple", but have yet to figure out what it is. (Thus it is not
supported.)


Personally I would love to see a feature in the Mid-Tier that would
allow a person to figure out if the browser is on the "Supported"
list, on the "not supported, but is known to mostly work", or on the
"nope... that is broke" list of browsers out there BEFORE the user
actually attempts to login to the ARS server. However, such a feature
is also "unsupported" too.

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

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



On 1/29/07, Gene Ushinsky <[EMAIL PROTECTED]> wrote:

**
 I am somewhat new to Remedy and may not ask the question correctly but here
it is.

 We have a 6.x installation of Remedy that has a web interface to it. Seems
that IE6 and FireFox 2 work quite well with it. However, Apple's Safari 2.x
doesn't. There is nothing on the screen – the page is blank.

 Is this is a known issue? Is this something we need to fix on site, as it
is part of our setup and forms we use? Any help and pointers would be
appreciated.

 Gene

 geneushinsky
 OIT - Service Desks Support Manager
 [EMAIL PROTECTED] | MB 161A | 801.422.2716
__20060125___This posting was submitted
with HTML in it___


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Re: Apple Safari Web Interface

[Charles Stoddard]

Gene,

 

It's a known issue with Apple Safari and the Mid-tier 6.3.  If we
upgrade to Mid-tier 7, Safari is better supported.  I'm not aware of any
other work arounds.

 

Charles

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gene Ushinsky
Sent: Monday, January 29, 2007 4:50 PM
To: arslist@ARSLIST.ORG
Subject: [ARSLIST] Apple Safari Web Interface

 

** 

I am somewhat new to Remedy and may not ask the question correctly but
here it is.

We have a 6.x installation of Remedy that has a web interface to it.
Seems that IE6 and FireFox 2 work quite well with it. However, Apple's
Safari 2.x doesn't. There is nothing on the screen - the page is blank.

Is this is a known issue? Is this something we need to fix on site, as
it is part of our setup and forms we use? Any help and pointers would be
appreciated.

Gene

geneushinsky
OIT - Service Desks Support Manager
[EMAIL PROTECTED] | MB 161A | 801.422.2716 

__20060125___This posting was submitted with HTML in
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Re: Issues since patch #19 or #20 - Uh-Oh

[Shellman, David]

As you stated the installer files have not changed it's the addition of files 
in the files directory.  It only effects those that want to copy the binaries 
and library files.

For folks that downloaded the binary and library files after the 24th, you're 
ok.  Others that downloaded files on or before the 24th may need to review to 
see if they are missing files. 

The server-readme and midtier-readme files were changed on the 26th.  The 
email-readme file was changed today.
--Original Message--
From: Easter, David
To: Arslist
ReplyTo: Arslist
Sent: Jan 29, 2007 5:59 PM
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

Hi David,

  You're correct.  There were a few more files found to be missing from
the manual install ability of patch 020 that we had to update.  I've
checked with Support and all of the files should now be available for
those admins that wish to install the files manually.

  The installer method, which was unaffected by all this, is still there
as well for those that want to use it.

  The README may have to be tweaked one more time to make the
instructions clearer, but the actual code files should not change again.
At least, that's what I've been told.  The README should read:

Installing the patch by replacing the files on Unix:



1) Stop the AR System and Email Engine (arsystem stop)

2) Save the original copies of the following files:

emaildaemon.jar - 

ar*.jar - 

libar*.* - 

3) Copy the *.jar libar*.*,libx*.*,libi*.* files from the patch to
.

4) Restart AR System (arsystem start), email engine will be started by
armonitor.

Thanks, 

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, January 29, 2007 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh


Sorry to beat a dead horse.  I had looked at patch 20 for Solaris and
others and hadn't seen any changes other than Windows binaries and
libraries.  When I asked the question about the arupora file, Support
said to make sure that I had all the binaries and libraries as files had
been added.  I look on the web site and indeed additional files were
added on the 24th.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, January 25, 2007 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh



When I looked last night the install exe files had Jan 15th or 16th
dates on the files.

Dave
--
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- Original Message -
From: Action Request System discussion list(ARSList)


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--
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Apple Safari Web Interface

[Gene Ushinsky]

I am somewhat new to Remedy and may not ask the question correctly but here
it is.

We have a 6.x installation of Remedy that has a web interface to it. Seems
that IE6 and FireFox 2 work quite well with it. However, Apple¹s Safari 2.x
doesn¹t. There is nothing on the screen ­ the page is blank.

Is this is a known issue? Is this something we need to fix on site, as it is
part of our setup and forms we use? Any help and pointers would be
appreciated.

Gene

geneushinsky
OIT - Service Desks Support Manager
[EMAIL PROTECTED] | MB 161A | 801.422.2716

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Re: CMDB 2.01 supported with Helpdesk 6.0 Application?

[Roger Justice]

They did a complete re-design of the data structure and changed some form names 
as well as adding BMC_People.  Now they have to come up with a way that ITSM 6 
can work with CMDB 2.0.X
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 29 Jan 2007 5:23 PM
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
It certainly does seem to be taking an inordinate amount of time.  It's been 
months since it was most recently promised.  How long does it take to create 
export/import maps and procedures for two sets of data tables for products 
which they created?  I'm no longer believing anything I'm told on this until I 
see it.
 
Rick 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Watson, Matthew (Melbourne)
Sent: Monday, January 29, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
At UserWorld, several of us were told the same thing - that is "BMC is taking 
the necessary steps to officially enable the use of ITSM 6.0 with CMDB 2.0.1". 
It was quite a popular topic at the time, but BUW was around 5 - 6 months ago 
right? It has been in progress for an incredibly long time now..




From: Easter, David [mailto:[EMAIL PROTECTED] 
Sent: Thursday, 25 January 2007 2:58 AM
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
CMDB 2.0 with ITSM 6.0 is not officially supported.  As mentioned, BMC is 
currently taking the necessary steps to officially enable the use of ITSM 6.0 
with CMDB 2.0.1.  I do not have an expected date for when this will be 
completed - only the information that it is currently in progress.  
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
 
BMC Software, Inc.
 


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Roger Justice
Sent: Wednesday, January 24, 2007 7:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
 I have not seen anything either from BMC Support or on the list officially 
supporting it.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 24 Jan 2007 10:21 AM
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


Thanks. So are you saying that it is not officially supported? I have already 
installed CMDB 2. Now I need to install HD 6.0 
 
>From: Roger Justice <[EMAIL PROTECTED]> 
>Reply-To: arslist@ARSLIST.ORG 
>To: arslist@ARSLIST.ORG 
>Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application? 
>Date: Wed, 24 Jan 2007 09:50:03 -0500 
> 
>There are 2 questions: 
>1. Upgrade CMDB 1.1 to 2.X with existing ITSM 6.x 
>2. CMDB new install with ITSM 6.X 
> 
>A lot of information has been passed through the list the only problem is >BMC 
>has not officially released the patch needed to do either of the above. 
> 
> 
>-Original Message- 
>From: [EMAIL PROTECTED] 
>To: arslist@ARSLIST.ORG 
>Sent: Wed, 24 Jan 2007 9:45 AM 
>Subject: CMDB 2.01 supported with Helpdesk 6.0 Application? 
> 
> 
>All, 
> 
>I know this question has been asked a few months ago and I think I know the 
>>anwer, but wanted to make sure. 
> 
>Do you know if CMDB version 2 is supported with a Helpdesk 6.0 application? 
>>The compatibility matrix only lists CMDB 1.1, but I want to verify this. 
> 
>We have already installed CMDB 2 and I am thinking we might have to >uninstall 
>and install CMDB 1.1 before installing HD 6.0. 
> 
>Thanks, 
> 
>Jackson 
>Remedy Administrator 
> 
>_ 
>Search for grocery stores. Find gratitude. Turn a simple search into 
>>something more. 
>>http://click4thecause.live.com/search/charity/default.aspx?source=hmemtagline_gratitude&FORM=WLMTAG
> 
> 
>___
> 
>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where >the 
>Answers Are" 
> 
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>>tools, free access to millions of high-quality videos from across the web, 
>>free AOL Mail and more. 
> 
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> 
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>Answers Are" 
 
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Re: Issues since patch #19 or #20 - Uh-Oh

[Easter, David]

Hi David,

  You're correct.  There were a few more files found to be missing from
the manual install ability of patch 020 that we had to update.  I've
checked with Support and all of the files should now be available for
those admins that wish to install the files manually.

  The installer method, which was unaffected by all this, is still there
as well for those that want to use it.

  The README may have to be tweaked one more time to make the
instructions clearer, but the actual code files should not change again.
At least, that's what I've been told.  The README should read:

Installing the patch by replacing the files on Unix:



1) Stop the AR System and Email Engine (arsystem stop)

2) Save the original copies of the following files:

emaildaemon.jar - 

ar*.jar - 

libar*.* - 

3) Copy the *.jar libar*.*,libx*.*,libi*.* files from the patch to
.

4) Restart AR System (arsystem start), email engine will be started by
armonitor.

Thanks, 

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, January 29, 2007 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

Sorry to beat a dead horse.  I had looked at patch 20 for Solaris and
others and hadn't seen any changes other than Windows binaries and
libraries.  When I asked the question about the arupora file, Support
said to make sure that I had all the binaries and libraries as files had
been added.  I look on the web site and indeed additional files were
added on the 24th.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, January 25, 2007 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh



When I looked last night the install exe files had Jan 15th or 16th
dates on the files.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)


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Re: AR System user Warning HELP

[Jase Brandon]

Hi Katherine,
I have had this problem before as well. Somehow your business tags on
the form "Business Time Workdays", "Business Time Holidays" got removed.
If I remember correctly, your Remedy system has been configured to use
SLA on whatever form you are trying to use and somehow the business tags
are missing so it won't let you submit.
You have to create one business tag record for each group on the above
mentioned forms, group name has to match exactly.
You should then be able to submit tickets again.
Please let me know if this helps or if you have any questions. :)
 
Jase Brandon 

Remedy Administration/Development 

Customer Support Systems Group

Desk - (615) - 320-4494

Cell   - (334) - 318-5426

[EMAIL PROTECTED]

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath
Sent: Monday, January 29, 2007 3:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System user Warning HELP


** 
Hi Katherine,
 
Probably you need to see the configuration/settings in "Business Time
Holidays"  and the "Business Time Workdays" forms to remove unwanted
configuration.
You can run a report on these two forms for the incorrect entries to see
the "Last Modified" field value to know the user who last modified these
entries.
Also check for the  client side log for the source of these messages
while attempting to  send the ticket.
Hope this helps!
Thanks,
Mohan


- Original Message 
From: Katherine Hoffner <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, January 29, 2007 2:39:08 PM
Subject: AR System user Warning HELP

** 
Hi all...
 
I came in to work with a wonderfull issue.  When ever anyone in my
groups tries to send in a ticke they get the following.
 
The business Hour tag 'user' does not exist in the Business Times
Holidays.  See your administrature to have it configured.  ( ARWARN
42099)
 
The Business Hours tag 'user' does not exist in the business times
Workdays form to have the tag configured (ARWARN 42098(  42105)

None of this was ever set up so I am unsure how to put it back.  Is
there a way to find out who did what to the system.  I actually already
know who but they dont remember, but maybe there is a way to find out
what it was she actually did. 
 
 
 

Katherine 
 
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Re: CMDB 2.01 supported with Helpdesk 6.0 Application?

[Rick Cook]

It certainly does seem to be taking an inordinate amount of time.  It's been
months since it was most recently promised.  How long does it take to create
export/import maps and procedures for two sets of data tables for products
which they created?  I'm no longer believing anything I'm told on this until
I see it.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Matthew (Melbourne)
Sent: Monday, January 29, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
At UserWorld, several of us were told the same thing - that is "BMC is
taking the necessary steps to officially enable the use of ITSM 6.0 with
CMDB 2.0.1". It was quite a popular topic at the time, but BUW was around 5
- 6 months ago right? It has been in progress for an incredibly long time
now..


  _  

From: Easter, David [mailto:[EMAIL PROTECTED] 
Sent: Thursday, 25 January 2007 2:58 AM
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
CMDB 2.0 with ITSM 6.0 is not officially supported.  As mentioned, BMC is
currently taking the necessary steps to officially enable the use of ITSM
6.0 with CMDB 2.0.1.  I do not have an expected date for when this will be
completed - only the information that it is currently in progress.  
 
Thanks,
 

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

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Wednesday, January 24, 2007 7:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
 I have not seen anything either from BMC Support or on the list officially
supporting it.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 24 Jan 2007 10:21 AM
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


Thanks. So are you saying that it is not officially supported? I have
already installed CMDB 2. Now I need to install HD 6.0 
 
>From: Roger Justice <[EMAIL PROTECTED]  > 
>Reply-To: arslist@ARSLIST.ORG   
>To: arslist@ARSLIST.ORG   
>Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application? 
>Date: Wed, 24 Jan 2007 09:50:03 -0500 
> 
>There are 2 questions: 
>1. Upgrade CMDB 1.1 to 2.X with existing ITSM 6.x 
>2. CMDB new install with ITSM 6.X 
> 
>A lot of information has been passed through the list the only problem is
>BMC has not officially released the patch needed to do either of the above.

> 
> 
>-Original Message- 
>From: [EMAIL PROTECTED]   
>To: arslist@ARSLIST.ORG   
>Sent: Wed, 24 Jan 2007 9:45 AM 
>Subject: CMDB 2.01 supported with Helpdesk 6.0 Application? 
> 
> 
>All, 
> 
>I know this question has been asked a few months ago and I think I know the
>anwer, but wanted to make sure. 
> 
>Do you know if CMDB version 2 is supported with a Helpdesk 6.0 application?
>The compatibility matrix only lists CMDB 1.1, but I want to verify this. 
> 
>We have already installed CMDB 2 and I am thinking we might have to
>uninstall and install CMDB 1.1 before installing HD 6.0. 
> 
>Thanks, 
> 
>Jackson 
>Remedy Administrator 
> 
>_ 
>Search for grocery stores. Find gratitude. Turn a simple search into
>something more.
>http://click4thecause.live.com/search/charity/default.aspx?source=hmemtagli
ne_gratitude
 &FORM=WLMTAG 
> 
>___
 
>UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
  ARSlist:"Where >the Answers Are" 
> 
>Check out the new AOL. Most comprehensive set of free safety and security
>tools, free access to millions of high-quality videos from across the web,
>free AOL Mail and more. 
> 
>___
 
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  ARSlist:"Where >the Answers Are" 
 
_ 
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you know
http://clk.atdmt.com/MSN/go/msnnkwex001001msn/direct/01/?href=http://exp
o.live.com?s_cid=Hotmail_tagline_12/06 
 

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  _  

 

RESOLVED: Creating a view from 2 tables using SQL...

[Joe DeSouza]

Thanks Fred,

Yes I figured that out.. I also needed to add 2 other values which weren't part 
of the table so what I did was exactly what you described UNION select 
'value1', 'value2' from dual

Rgds

Joe

- Original Message 
From: "Grooms, Frederick W" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, January 29, 2007 3:26:09 PM
Subject: Re: Creating a view from 2 tables using SQL...

** 
It sounds like you are wanting to union the 2 tables into 1 view...
 
That would be something like:
   Create or Replace view1 
   (Col1, Col2)   
   AS   
   (Select Col1, Col2 from table1   
   UNION   
   Select Col1, Col2 from table2);   
 
Fred
 




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Monday, January 29, 2007 1:55 PM
To: arslist@ARSLIST.ORG
Subject: OT: Creating a view from 2 tables using SQL...


** 
I have table1 with Col1 and Col2
I have table2 with Col1 and Col2
 
I need to create a single view from both these tables, say view 1 where Col1 of 
the view has every value that is in Col1 of both the tables and Col2 of the 
view has all the values of Col2 of both the tables... There is something wrong 
with the sql that I am writing resulting in a 'ORA-00957: duplicate column 
name'.
 
Could anyone point me to the syntax to write the above? Note that this is not a 
conditional view - the view should basically contain all the rows of both the 
tables basically 'merging' the 2 tables...
 
Cheers
 
Joe

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Re: AR System user Warning HELP

[Rick Ponzo]

Hi Katherine,

Export a definition, or take a look at a current full def and search on 
42099 and 42098 and you should be able to find the workflow that is 
triggering the message.  The problem is that the workflow is checking 
for a Business Time Holiday and Business Time Workday Tag called "user". 

You could also begin by looking at which objects were modified recently, 
and identify what those objects have to do with Business Time.


Rick Ponzo


Katherine Hoffner wrote:

**
Hi all...
 
I came in to work with a wonderfull issue.  When ever anyone in my 
groups tries to send in a ticke they get the following.
 
The business Hour tag 'user' does not exist in the Business Times 
Holidays.  See your administrature to have it configured.  ( ARWARN 42099)
 
The Business Hours tag 'user' does not exist in the business times 
Workdays form to have the tag configured (ARWARN 42098(  42105)


None of this was ever set up so I am unsure how to put it back.  Is 
there a way to find out who did what to the system.  I actually 
already know who but they dont remember, but maybe there is a way to 
find out what it was she actually did.
 
 
 


Katherine
 
__20060125___This posting was submitted with HTML 
in it___ 


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Re: Escalation question

[Joe DeSouza]

Check for 'TR.DiaryField' != $NULL$ on your filter...
 
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.



- Original Message 
From: "Cupp, Michael E Jr. CTR USAF AFRL/SNOD" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, January 29, 2007 4:03:57 PM
Subject: Re: Escalation question

** 
How can I check in the filter to see if the diary field has been updated?




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Opela, Gary L Contr OC-ALC/ITMA
Sent: Monday, January 29, 2007 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation question


** 
I'm not sure if you can parse through that with an escalation, but you might 
consider setting a hidden timestamp field through a filter each time the diary 
field is modified, that way your escalation can just look at that timestamp 
field.



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Cupp, Michael E Jr. CTR USAF AFRL/SNOD
Sent: Monday, January 29, 2007 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Escalation question
Importance: High
 
Remedy Newby here - 
I have an escalation that I want to fire for all records with a status of 
'Working' and that have not had a diary entry posted in the last 36 hours.  I 
want to set the status to Assigned. 
How can I compare the most recent diary entry for a ticket's work log field to 
the current system date/time?  
---
Michael Cupp, Jr., Contractor, RCF
Oracle Database Administrator
AFRL EBS Helpdesk Team Lead
AFRL/SNOD Enterprise Operations Center
Wright-Patterson AFB, Ohio
DSN 785-3827 
__20060125___This posting was submitted with HTML in it___ 
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Re: CMDB 2.01 supported with Helpdesk 6.0 Application?

[Watson, Matthew (Melbourne)]

At UserWorld, several of us were told the same thing - that is "BMC is
taking the necessary steps to officially enable the use of ITSM 6.0 with
CMDB 2.0.1". It was quite a popular topic at the time, but BUW was
around 5 - 6 months ago right? It has been in progress for an incredibly
long time now..




From: Easter, David [mailto:[EMAIL PROTECTED] 
Sent: Thursday, 25 January 2007 2:58 AM
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
CMDB 2.0 with ITSM 6.0 is not officially supported.  As
mentioned, BMC is currently taking the necessary steps to officially
enable the use of ITSM 6.0 with CMDB 2.0.1.  I do not have an expected
date for when this will be completed - only the information that it is
currently in progress.  
 
Thanks,
 

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


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice
Sent: Wednesday, January 24, 2007 7:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


** 
 I have not seen anything either from BMC Support or on the list
officially supporting it.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 24 Jan 2007 10:21 AM
Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?


Thanks. So are you saying that it is not officially supported? I
have already installed CMDB 2. Now I need to install HD 6.0 
 
>From: Roger Justice <[EMAIL PROTECTED]
 > 
>Reply-To: arslist@ARSLIST.ORG   
>To: arslist@ARSLIST.ORG   
>Subject: Re: CMDB 2.01 supported with Helpdesk 6.0 Application?

>Date: Wed, 24 Jan 2007 09:50:03 -0500 
> 
>There are 2 questions: 
>1. Upgrade CMDB 1.1 to 2.X with existing ITSM 6.x 
>2. CMDB new install with ITSM 6.X 
> 
>A lot of information has been passed through the list the only
problem is >BMC has not officially released the patch needed to do
either of the above. 
> 
> 
>-Original Message- 
>From: [EMAIL PROTECTED]
  
>To: arslist@ARSLIST.ORG   
>Sent: Wed, 24 Jan 2007 9:45 AM 
>Subject: CMDB 2.01 supported with Helpdesk 6.0 Application? 
> 
> 
>All, 
> 
>I know this question has been asked a few months ago and I
think I know the >anwer, but wanted to make sure. 
> 
>Do you know if CMDB version 2 is supported with a Helpdesk 6.0
application? >The compatibility matrix only lists CMDB 1.1, but I want
to verify this. 
> 
>We have already installed CMDB 2 and I am thinking we might
have to >uninstall and install CMDB 1.1 before installing HD 6.0. 
> 
>Thanks, 
> 
>Jackson 
>Remedy Administrator 
> 

>_ 
>Search for grocery stores. Find gratitude. Turn a simple search
into >something more.
>http://click4thecause.live.com/search/charity/default.aspx?source=hmemt
agline_gratitude&FORM=WLMTAG 
> 

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

>___
_ 
>Check out the new AOL. Most comprehensive set of free safety
and security >tools, free access to millions of high-quality videos from
across the web, >free AOL Mail and more. 
> 

>___
 
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  ARSlist:"Where >the Answers Are" 
 

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with people you know
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/expo.live.com?s_cid=Hotmail_tagline_12/06 
 


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Check out the new 

Re: SSO Problem: AREA being called more than once

[Mikhail Serate]

Hi Ben,
By configuration parameters, do you mean the parameters in ar.cfg?
 

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... "Why?"
I dream of things that never were and say... "Why not?" 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys
Sent: Monday, January 29, 2007 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO Problem: AREA being called more than once


** 
The AREA plug-in is called both for authentication as well as for
determining a user's notification criteria.  There are different sets of
arguments in both cases.  This is not well documents (or rather not
documented at all!)  There are also now some configuration parameters to
prevent the other calls.  Check the list for these parameters.  These should
be documented in the Configuration book.
 
Trace the calling arguments (including NULL vs zero-length strings).  This
should be the same behaviour in 7 as in 6.
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 (0) 162 175 0956   GMT + 1
UK mbl: +44 (0) 776 819 5399   GMT
Email:
mailto:[EMAIL PROTECTED]
Web:  
http://www.softwaretoolhouse.com

A free notepad for Diary fields:
 
http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm
An ARS integration, import, migration, batch facility:
 
http://www.softwaretoolhouse.com/products/SthMupd
  


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: January 29, 2007 5:36 PM
To: arslist@ARSLIST.ORG
Subject: SSO Problem: AREA being called more than once


** 

Hi List, 
Has anyone ever had any problems with their AREA being called more than
once?  In the password field, a one-time-use token is being passed in. AREA
then calls SSO with that token, then SSO verifies the validity of the token.
However since the AREA code is being called more than once, the same token
that was being validated the first time it went through, is being validated
again, and so SSO of course will say no. 

The AREA code we are using now is exactly the same as our old AREA code in
ARS 6.3, which worked (we upgraded to ARS 7.0). Does anyone have any
thoughts on this? Please let me know. Thanks!

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... "Why?"
I dream of things that never were and say... "Why not?" 


__20060125___This posting was submitted with HTML in
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in it___ 

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Re: Apache/Tomcat

[Will Du Chene]

Rob:

You have to use the mod_jk connector to bridge the gap between apache and
tomcat. There is a tutorial on how to put this togeter over on the Apache
website.

http://tomcat.apache.org/connectors-doc/webserver_howto/apache.html





> All right all you gurus.
>
> I have MidTier 7.0.1 running on Apache/Tomcat.
>
> After install, the only way I can hit the MidTier is by using port 8080
> (http://server:8080/arsys)
>
> Is there anyway to configure so I do not have to use the 8080 port to
> hit the arsys directory? (http://server/arsys)
>
> Thanks in advance,
>
> -Rob
>
>
>
> 
> Rob Tucker
> New Edge Networks  ARS Administration and Development
> [EMAIL PROTECTED]
>   Vancover,Washington
> tel: 360-759-9670
> fax:360-693-9997
>
>
>
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FW: SSO Problem: AREA being called more than once

[Ben Chernys]

 

  _  

From: Ben Chernys [mailto:[EMAIL PROTECTED] 
Sent: January 29, 2007 9:56 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: SSO Problem: AREA being called more than once


The AREA plug-in is called both for authentication as well as for
determining a user's notification criteria.  There are different sets of
arguments in both cases.  This is not well documents (or rather not
documented at all!)  There are also now some configuration parameters to
prevent the other calls.  Check the list for these parameters.  These should
be documented in the Configuration book.
 
Trace the calling arguments (including NULL vs zero-length strings).  This
should be the same behaviour in 7 as in 6.
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 (0) 162 175 0956   GMT + 1
UK mbl: +44 (0) 776 819 5399   GMT
Email:
mailto:[EMAIL PROTECTED]
Web:  
http://www.softwaretoolhouse.com

A free notepad for Diary fields:
 
http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm
An ARS integration, import, migration, batch facility:
 
http://www.softwaretoolhouse.com/products/SthMupd
  


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: January 29, 2007 5:36 PM
To: arslist@ARSLIST.ORG
Subject: SSO Problem: AREA being called more than once


** 

Hi List, 
Has anyone ever had any problems with their AREA being called more than
once?  In the password field, a one-time-use token is being passed in. AREA
then calls SSO with that token, then SSO verifies the validity of the token.
However since the AREA code is being called more than once, the same token
that was being validated the first time it went through, is being validated
again, and so SSO of course will say no. 

The AREA code we are using now is exactly the same as our old AREA code in
ARS 6.3, which worked (we upgraded to ARS 7.0). Does anyone have any
thoughts on this? Please let me know. Thanks!

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... "Why?"
I dream of things that never were and say... "Why not?" 


__20060125___This posting was submitted with HTML in
it___ 

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FN:Ben Chernys ([EMAIL PROTECTED])
ORG:Software Tool House
TITLE:Senior Software Architect
TEL;WORK;VOICE:(403( 240 4377
TEL;HOME;VOICE:+49 (89) 982 47935
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Re: Apache/Tomcat

[Tony Worthington]

Sure.  Either run Tomcat on port 80, or use a connector.

There are remedy-specific whitepapers on the support site about this. Some 
may be geared towards Remedy Knowledge Management.

http://tomcat.apache.org/tomcat-3.3-doc/mod_jk-howto.html
http://tomcat.apache.org/connectors-doc/reference/apache.html

Below is a quick sample from my configs.  Refer to the links above for 
more specifics.

apache httpd.conf:



  LoadModule jk_module "E:/Program Files/Apache Software 
Foundation/Apache2.2/modules/mod_jk.so"


JkMount /arsys ajp13
JkMount /arsys/* ajp13

JkMount /rkm ajp13
JkMount /rkm/* ajp13

JkMount /manager ajp13
JkMount /manager/* ajp13


tomcat server.xml





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



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

01/29/2007 02:45 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Apache/Tomcat






** 
All right all you gurus.
 
I have MidTier 7.0.1 running on Apache/Tomcat.
 
After install, the only way I can hit the MidTier is by using port 8080  (
http://server:8080/arsys)
 
Is there anyway to configure so I do not have to use the 8080 port to hit 
the arsys directory? (http://server/arsys)
 
Thanks in advance,
 
-Rob
 
 
 

Rob Tucker 
New Edge Networks  ARS Administration and Development 
[EMAIL PROTECTED] 
  Vancover,Washington 

tel: 360-759-9670
fax:360-693-9997 
 
 
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Re: SSO Problem: AREA being called more than once

[Shanmugadas, Suresh]

Hi Mikhail/Fellow Listers
 
I am facing the exact same problem like yours today. but I am
implementing AREA SSSO for the firsttime in 7.0.1. I am passing 2 secret
passwords from Midtier. So when the Callback function in AREA is called
, it validates these values and it is successful. but it gets called
again for some reason and this time it is getting my windows login
credentials in the parameters sent to AREA and it is failing.
 
 
 
Our Env:
 
ARS 7.0.1
Midtier 7.0.1
Win 2003 server
IIS/TOMCAT
IE
 
 
   
   Username: 
   
  
[EMAIL PROTECTED]
   
   Password: 
   
   FIRSTPASS
   
   Network Address: 
   
   10.XXX.XX.XXX
   
   Auth String: 
   
   SECONDPASS
   
   From AREA
PASS_STRING: 
   
   FIRSTPASS
   
   From AREA
AUTH_STRING_DEFAULT: 
   
   SECONDPASS
   
   User logging in
from a matching Authentication String and Mid-Tier IP: 
   
   10.XXX.XX.XXX
   
   User passed AREA
SSO authentication. Login Success
   
 -VL  OK
   
 +NSAREANeedToSyncCallback  
   
 -NS  OK -- 0
   
 +VLAREAVerifyLoginCallback  -- user
suresh.shanmugadas
   
   Username: 
   
   suresh.shanmugadas
   
   Password: 
   
  xx
   
   Network Address: 
   
   10.XXX.XX.XXX
   
   Auth String: 
   
   @schwab.com
   
   From AREA
PASS_STRING: 
   
   FIRSTPASS
   
   From AREA
AUTH_STRING_DEFAULT: 
   
   SECONDPASS
   
   User did not
provide a valid Password String.
   
   User did not pass
AREA SSO authentication. Login Failed

 
 
Any suggestions/advice please.
 
 
 
 
 
Thank you
SK




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: Monday, January 29, 2007 8:36 AM
To: arslist@ARSLIST.ORG
Subject: SSO Problem: AREA being called more than once


** 

Hi List, 
Has anyone ever had any problems with their AREA being called more than
once?  In the password field, a one-time-use token is being passed in.
AREA then calls SSO with that token, then SSO verifies the validity of
the token. However since the AREA code is being called more than once,
the same token that was being validated the first time it went through,
is being validated again, and so SSO of course will say no. 

The AREA code we are using now is exactly the same as our old AREA code
in ARS 6.3, which worked (we upgraded to ARS 7.0). Does anyone have any
thoughts on this? Please let me know. Thanks!

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... "Why?"
I dream of things that never were and say... "Why not?" 


__20060125___This posting was submitted with HTML in
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Re: SSO Problem: AREA being called more than once

[Shanmugadas, Suresh]

Hi Michael
I am facing the exact same problem like yours today. but I am
implementing AREA SSSO for the firsttime in 7.0.1. I am passing 2 secret
passwords from Midtier. So when the Callback function in AREA is called
, it validates these values and it is successful. but it gets called
again for some reason and this time it is getting my windows login
credentials in the parameters sent to AREA and it is failing.
 
 
 
Our Env:
 
ARS 7.0.1
Midtier 7.0.1
Win 2003 server
IIS/TOMCAT
IE
 
 
 
Any suggestions/advice please.
 
 
   
   Username: 
   
  
[EMAIL PROTECTED]  
   
   Password: 
   
   FIRSTPASS 
   
   Network Address: 
   
   10. XXX .XX .XXX 
   
   Auth String: 
   
   SECONDPASS 
   
   From AREA
PASS_STRING: 
   
   FIRSTPASS 
   
   From AREA
AUTH_STRING_DEFAULT: 
   
   SECONDPASS 
   
   User logging in
from a matching Authentication String and Mid-Tier IP: 
   
   10.104.85.101
   
   User passed AREA
SSO authentication. Login Success
   
 -VL  OK
   
 +NSAREANeedToSyncCallback  
   
 -NS  OK -- 0
   
 +VLAREAVerifyLoginCallback  -- user
suresh.shanmugadas
   
   Username: 
   
   suresh.shanmugadas
   
   Password: 
   
  xx
   
   Network Address: 
   
   10. XXX . XX . XXX 
   
   Auth String: 
   
   @schwab.com
   
   From AREA
PASS_STRING: 
   
   FIRSTPASS 
   
   From AREA
AUTH_STRING_DEFAULT: 
   
   SECONDPASS 
   
   User did not
provide a valid Password String.
   
   User did not pass
AREA SSO authentication. Login Failed

 
 
Thank you
SK




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: Monday, January 29, 2007 8:36 AM
To: arslist@ARSLIST.ORG
Subject: SSO Problem: AREA being called more than once


** 

Hi List, 
Has anyone ever had any problems with their AREA being called more than
once?  In the password field, a one-time-use token is being passed in.
AREA then calls SSO with that token, then SSO verifies the validity of
the token. However since the AREA code is being called more than once,
the same token that was being validated the first time it went through,
is being validated again, and so SSO of course will say no. 

The AREA code we are using now is exactly the same as our old AREA code
in ARS 6.3, which worked (we upgraded to ARS 7.0). Does anyone have any
thoughts on this? Please let me know. Thanks!

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... "Why?"
I dream of things that never were and say... "Why not?" 


__20060125___This posting was submitted with HTML in
it___ 

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Re: Apache/Tomcat

[Jason Miller]

On Windows the configuration file is in C:\Program Files\Apache Software
Foundation\Tomcat 5.5\conf\server.xml by default. Line 78 is where I found
the port configuration on my server.

 

Jason

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tucker, Rob
Sent: Monday, January 29, 2007 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Apache/Tomcat

 

All right all you gurus.

 

I have MidTier 7.0.1 running on Apache/Tomcat.

 

After install, the only way I can hit the MidTier is by using port 8080
(http://server:8080/arsys)

 

Is there anyway to configure so I do not have to use the 8080 port to hit
the arsys directory? (http://server/arsys)

 

Thanks in advance,

 

-Rob

 

 

 


Rob Tucker 
New Edge NetworksARS Administration and Development
[EMAIL PROTECTED]   


  Vancover,Washington 


tel: 360-759-9670
fax:360-693-9997 

 

 

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Re: OT: Creating a view from 2 tables using SQL...

[Charles Stoddard]

If you want to have columns from both tables, your SQL should look like
this:

 

Select 

a.col1 as "Alias1",

a.col2 as "Alias2",

b.col1 as "Alias3",

b.col2 as "Alias4"

From

Table1 a,

Table2 b

Where 

a.col1 = b.col2 (or whatever your join criteria is)

 

HTH,

Charles

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, January 29, 2007 12:55 PM
To: arslist@ARSLIST.ORG
Subject: [ARSLIST] OT: Creating a view from 2 tables using SQL...

 

** 

I have table1 with Col1 and Col2

I have table2 with Col1 and Col2

 

I need to create a single view from both these tables, say view 1 where
Col1 of the view has every value that is in Col1 of both the tables and
Col2 of the view has all the values of Col2 of both the tables... There
is something wrong with the sql that I am writing resulting in a
'ORA-00957: duplicate column name'.

 

Could anyone point me to the syntax to write the above? Note that this
is not a conditional view - the view should basically contain all the
rows of both the tables basically 'merging' the 2 tables...

 

Cheers
 

Joe

 



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

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Re: AR System user Warning HELP

[Mohan Panchangmath]

Hi Katherine,

Probably you need to see the configuration/settings in "Business Time Holidays" 
 and the "Business Time Workdays" forms to remove unwanted configuration.
You can run a report on these two forms for the incorrect entries to see the 
"Last Modified" field value to know the user who last modified these entries.
Also check for the  client side log for the source of these messages while 
attempting to  send the ticket.
Hope this helps!
Thanks,
Mohan


- Original Message 
From: Katherine Hoffner <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, January 29, 2007 2:39:08 PM
Subject: AR System user Warning HELP

** 
Hi all...
 
I came in to work with a wonderfull issue.  When ever anyone in my groups tries 
to send in a ticke they get the following.
 
The business Hour tag 'user' does not exist in the Business Times Holidays.  
See your administrature to have it configured.  ( ARWARN 42099)
 
The Business Hours tag 'user' does not exist in the business times Workdays 
form to have the tag configured (ARWARN 42098(  42105)

None of this was ever set up so I am unsure how to put it back.  Is there a way 
to find out who did what to the system.  I actually already know who but they 
dont remember, but maybe there is a way to find out what it was she actually 
did. 
 
 
 

Katherine 
 
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Get new email alerts with the free Yahoo! Toolbar.
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Re: Escalation question

[Cupp, Michael E Jr. CTR USAF AFRL/SNOD]

How can I check in the filter to see if the diary field has been
updated?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Monday, January 29, 2007 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation question


** 

I'm not sure if you can parse through that with an escalation, but you
might consider setting a hidden timestamp field through a filter each
time the diary field is modified, that way your escalation can just look
at that timestamp field.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E Jr. CTR USAF
AFRL/SNOD
Sent: Monday, January 29, 2007 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Escalation question
Importance: High

 

Remedy Newby here - 

I have an escalation that I want to fire for all records with a status
of 'Working' and that have not had a diary entry posted in the last 36
hours.  I want to set the status to Assigned. 

How can I compare the most recent diary entry for a ticket's work log
field to the current system date/time?  

---
Michael Cupp, Jr., Contractor, RCF
Oracle Database Administrator
AFRL EBS Helpdesk Team Lead
AFRL/SNOD Enterprise Operations Center
Wright-Patterson AFB, Ohio
DSN 785-3827 

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Re: SSO Problem: AREA being called more than once

[Ben Chernys]

The AREA plug-in is called both for authentication as well as for
determining a user's notification criteria.  There are different sets of
arguments in both cases.  This is not well documents (or rather not
documented at all!)  There are also now some configuration parameters to
prevent the other calls.  Check the list for these parameters.  These should
be documented in the Configuration book.
 
Trace the calling arguments (including NULL vs zero-length strings).  This
should be the same behaviour in 7 as in 6.
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 (0) 162 175 0956   GMT + 1
UK mbl: +44 (0) 776 819 5399   GMT
Email:
mailto:[EMAIL PROTECTED]
Web:  
http://www.softwaretoolhouse.com

A free notepad for Diary fields:
 
http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm
An ARS integration, import, migration, batch facility:
 
http://www.softwaretoolhouse.com/products/SthMupd
  


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: January 29, 2007 5:36 PM
To: arslist@ARSLIST.ORG
Subject: SSO Problem: AREA being called more than once


** 

Hi List, 
Has anyone ever had any problems with their AREA being called more than
once?  In the password field, a one-time-use token is being passed in. AREA
then calls SSO with that token, then SSO verifies the validity of the token.
However since the AREA code is being called more than once, the same token
that was being validated the first time it went through, is being validated
again, and so SSO of course will say no. 

The AREA code we are using now is exactly the same as our old AREA code in
ARS 6.3, which worked (we upgraded to ARS 7.0). Does anyone have any
thoughts on this? Please let me know. Thanks!

Mikhail Serate 
Remedy Development Team 
Information Technologies 
University of Calgary 
(403) 210-9308 
[EMAIL PROTECTED] 


-- 
Some people see things as they are and say... "Why?"
I dream of things that never were and say... "Why not?" 


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BEGIN:VCARD
VERSION:2.1
N:;Ben;Chernys
FN:Ben Chernys ([EMAIL PROTECTED])
ORG:Software Tool House
TITLE:Senior Software Architect
TEL;WORK;VOICE:(403( 240 4377
TEL;HOME;VOICE:+49 (89) 982 47935
TEL;CELL;VOICE:+49 (0) 162 175 0956
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Re: Installing ARS and Service Desk on Fedora Core 6?

[Axton]

http://arswiki.org/wiki/ARS_7.0_Topics#Installing_on_CentOS_4.3

I played around with this.  These patches are for the 7.0 FCS.  It should
not be hard to apply them to later releases.  Take a look at the updated
ar_install script blocks.  This will give an indication of where in the
script you need to play to get ARS running on Fedora.

Axton Grams


On 1/29/07, James Pifer <[EMAIL PROTECTED]> wrote:


I have a test machine that has Fedora Core 6 and Oracle 10G installed.
I'd like to install ARS and Service Desk 7.x on it to play around with.
When I try to run the install I get:
# ./ar_install
./ar_install: line 5845: =0: command not found
./ar_install: line 5845: =0: command not found
Operating System must be   or later

AR System installation terminated at .

Check /usr/tmp/ar_install.log and /usr/tmp/arErrorLog
to identify the problem. If necessary, call Technical Support
to resolve the problem.

Once the problem has been resolved, restart the installation by
issuing the following command
  ./ar_install


Can this run on Fedora Core 6? Will any of the CentOS releases work? If
not, what versions of Linux are supported?

Thanks,
James


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Apache/Tomcat

[Tucker, Rob]

All right all you gurus.
 
I have MidTier 7.0.1 running on Apache/Tomcat.
 
After install, the only way I can hit the MidTier is by using port 8080
(http://server:8080/arsys)
 
Is there anyway to configure so I do not have to use the 8080 port to
hit the arsys directory? (http://server/arsys)
 
Thanks in advance,
 
-Rob
 
 
 

Rob Tucker 
New Edge Networks  ARS Administration and Development
[EMAIL PROTECTED] 
  Vancover,Washington   
tel: 360-759-9670
fax:360-693-9997
 
 

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Re: Installing ARS and Service Desk on Fedora Core 6?

[Tony Worthington]

http://arswiki.org/wiki/ARS_7.0_Topics#Installing_on_CentOS_4.3

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



James Pifer <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

01/29/2007 01:41 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Installing ARS and Service Desk on Fedora Core 6?






I have a test machine that has Fedora Core 6 and Oracle 10G installed.
I'd like to install ARS and Service Desk 7.x on it to play around with.
When I try to run the install I get:
# ./ar_install
./ar_install: line 5845: =0: command not found
./ar_install: line 5845: =0: command not found
Operating System must be   or later

AR System installation terminated at .

Check /usr/tmp/ar_install.log and /usr/tmp/arErrorLog
to identify the problem. If necessary, call Technical Support
to resolve the problem.

Once the problem has been resolved, restart the installation by
issuing the following command
   ./ar_install


Can this run on Fedora Core 6? Will any of the CentOS releases work? If
not, what versions of Linux are supported?

Thanks,
James

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and may contain information which is confidential and proprietary.
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us immediately at 262-703-7000.

CAUTION:
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Re: Creating a view from 2 tables using SQL...

[Grooms, Frederick W]

It sounds like you are wanting to union the 2 tables into 1 view...
 
That would be something like:
   Create or Replace view1 
   (Col1, Col2)   
   AS   
   (Select Col1, Col2 from table1   
   UNION   
   Select Col1, Col2 from table2);   
 
Fred
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Monday, January 29, 2007 1:55 PM
To: arslist@ARSLIST.ORG
Subject: OT: Creating a view from 2 tables using SQL...


** 
I have table1 with Col1 and Col2
I have table2 with Col1 and Col2
 
I need to create a single view from both these tables, say view 1 where
Col1 of the view has every value that is in Col1 of both the tables and
Col2 of the view has all the values of Col2 of both the tables... There
is something wrong with the sql that I am writing resulting in a
'ORA-00957: duplicate column name'.
 
Could anyone point me to the syntax to write the above? Note that this
is not a conditional view - the view should basically contain all the
rows of both the tables basically 'merging' the 2 tables...
 
Cheers
 
Joe


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Re: Issues since patch #19 or #20 - Uh-Oh

[Shellman, David]

Sorry to beat a dead horse.  I had looked at patch 20 for Solaris and
others and hadn't seen any changes other than Windows binaries and
libraries.  When I asked the question about the arupora file, Support
said to make sure that I had all the binaries and libraries as files had
been added.  I look on the web site and indeed additional files were
added on the 24th.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Thursday, January 25, 2007 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh



When I looked last night the install exe files had Jan 15th or 16th
dates on the files.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)

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Re: ITSM - Verses What ?

[Mosco, John D.]

Patrick,
We are looking at a series of products the leader currently is altiris
tms.  Email me and ill review our research with you.

John
--Original Message--
From: patrick zandi
To: Action Request System discussion list(ARSList)
ReplyTo: Action Request System discussion list(ARSList)
Sent: Jan 26, 2007 9:04 AM
Subject: ITSM - Verses What ?

** 

Just a Quick Question guys, 
If you were looking at BMC Remedy ITSM suite.. Is there something else you
would look at as a cost comparison, or functionality comparison.. thanks...

-- 
Patrick Zandi 
__20060125___This posting was submitted with HTML in
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--
Sent from my BlackBerry Wireless Handheld

OT: Creating a view from 2 tables using SQL...

[Joe DeSouza]

I have table1 with Col1 and Col2
I have table2 with Col1 and Col2

I need to create a single view from both these tables, say view 1 where Col1 of 
the view has every value that is in Col1 of both the tables and Col2 of the 
view has all the values of Col2 of both the tables... There is something wrong 
with the sql that I am writing resulting in a 'ORA-00957: duplicate column 
name'.

Could anyone point me to the syntax to write the above? Note that this is not a 
conditional view - the view should basically contain all the rows of both the 
tables basically 'merging' the 2 tables...

Cheers
 
Joe


 

Do you Yahoo!?
Everyone is raving about the all-new Yahoo! Mail beta.
http://new.mail.yahoo.com

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Installing ARS and Service Desk on Fedora Core 6?

[James Pifer]

I have a test machine that has Fedora Core 6 and Oracle 10G installed.
I'd like to install ARS and Service Desk 7.x on it to play around with.
When I try to run the install I get:
# ./ar_install
./ar_install: line 5845: =0: command not found
./ar_install: line 5845: =0: command not found
Operating System must be   or later

AR System installation terminated at .

Check /usr/tmp/ar_install.log and /usr/tmp/arErrorLog
to identify the problem. If necessary, call Technical Support
to resolve the problem.

Once the problem has been resolved, restart the installation by
issuing the following command
   ./ar_install


Can this run on Fedora Core 6? Will any of the CentOS releases work? If
not, what versions of Linux are supported?

Thanks,
James

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AR System user Warning HELP

[Katherine Hoffner]

Hi all...

I came in to work with a wonderfull issue.  When ever anyone in my groups
tries to send in a ticke they get the following.

The business Hour tag 'user' does not exist in the Business Times Holidays.
See your administrature to have it configured.  ( ARWARN 42099)

The Business Hours tag 'user' does not exist in the business times Workdays
form to have the tag configured (ARWARN 42098(  42105)

None of this was ever set up so I am unsure how to put it back.  Is there a
way to find out who did what to the system.  I actually already know who but
they dont remember, but maybe there is a way to find out what it was she
actually did.




Katherine

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JOB: Research In Motion - Remedy Systems Architect (J0107-0901)

[Scott Barr]

Please do not send resumes to me directly (unless you really want to) as
you will still have to apply via the web site.

Please see the Careers section on www.blackberry.com

Remedy Systems Architect (J0107-0901)

Category: Information Technology  
Location: Waterloo, Ontario, Canada 
Position Type   : Full Time 
Relocation  : Available

Job Description:

Research In Motion Limited(r) (RIM)(r) is a world leader in the mobile
communications market and has a history of developing breakthrough
wireless solutions. RIM's portfolio of award-winning products, services
and embedded technologies is used by thousands of organizations around
the world and includes the BlackBerry(r) wireless platform, the RIM
Wireless Handheld(tm) product line, software development tools and
software/hardware licensing agreements. RIM is seeking driven
individuals who can take our wireless data products to the next level in
the global wireless market. Are you ready to make a difference in the
world of mobile communications with RIM?

POSITION SUMMARY 

The successful candidate will be working as a member of the Remedy
Systems Group responsible for developing, operating and supporting the
Remedy corporate workflow application systems that shape the IT,
Corporate, Operations & Support environments. This includes the BMC
Remedy Action Request System platform, BMC Remedy Mid-Tier platform, BMC
Remedy Email Engine, ITSM & CMDB platforms as well as custom developed
applications running on UNIX & Windows. The position requires the
ability to effectively multi-task in a fast paced, technical
environment. He/She will be responsible for interacting with various
areas of the IT department & other Business Units to ensure high level
of service offering & delivery for our internal and users. In addition
to the core BMC Remedy developer responsibilities, the candidate will
also have responsibility for operational management, upgrades, patching,
testing, and systems integration. The candidate will work in a team
alongside other experienced BMC Remedy developers and architects. Our
company uses out of the box Remedy applications as well as large scale
custom applications to support both internal and external customers.
This person will be required to facilitate analysis needs & requirements
analysis, document functional specifications & design documents and
complete development work in a controlled change and release management
environment. Being part of a rotating on-call support process may be
required as well.

ESSENTIAL SKILLS AND QUALIFICATIONS

* Minimum 5 years experience as an Action Request System Developer. 
* Experience with BMC Remedy ITSM 6.0 and CMDB 1.x/2.x is required. 
* Experience with UNIX based environments and strong SQL knowledge with
Oracle databases running Remedy 
* Demonstrated capability to innovate new solutions and meet customer
needs with expanded thinking. 
* Able to leverage their extensive development experience to find unique
methods to meet the evolving business needs of a growing company. 
* Experience in analysis, design, development and end-to-end management
of medium to large-scale applications. 
* Experience required with functional documentation creation, training
material development, use of standard project management practices and
creation and execution of testing scripts/methodologies. 
* Integration experience with SAP, Active Directory (LDAP) and telephony
environments. 
* Demonstrated ability to communicate clearly and effectively (oral and
written) 
* Excellent troubleshooting skills, and ability to learn new tasks 
* Participation in the On Call rotation with other team members, as well
as off-hours maintenance 
* Strong Customer Service delivery attitude 
* Ability to work under a support ticket tracking system

-Scott
 

Remedy Systems Architect 
Business Systems
Phone : (519) 888-7465 ext. 5750
Cell  : (519) 498-4996
Fax   : (519) 888-7884
[EMAIL PROTECTED]
 
"The single biggest problem in communication is the illusion that it has
taken place."




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solicitor-client or other applicable privileges), or constitute non-public 
information. Any use of this information by anyone other than the intended 
recipient is prohibited. If you have received this transmission in error, 
please immediately reply to the sender and delete this information from your 
system. Use, dissemination, distribution, or reproduction of this transmission 
by unintended recipients is not authorized and may be unlawful.

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Re: Escalation question

[Grooms, Frederick W]

Is the diary required on each modification of the record?  If so then
you can just do a check against the Modified Date field.  If it is not
required then adding a new datestamp on when the diary changes would
probably be the best way to go
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E Jr. CTR USAF
AFRL/SNOD
Sent: Monday, January 29, 2007 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Escalation question
Importance: High


** 

Remedy Newby here - 

I have an escalation that I want to fire for all records with a status
of 'Working' and that have not had a diary entry posted in the last 36
hours.  I want to set the status to Assigned. 

How can I compare the most recent diary entry for a ticket's work log
field to the current system date/time?  

---
Michael Cupp, Jr., Contractor, RCF
Oracle Database Administrator
AFRL EBS Helpdesk Team Lead
AFRL/SNOD Enterprise Operations Center
Wright-Patterson AFB, Ohio
DSN 785-3827 

 
 

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Re: Escalation question

[Joe DeSouza]

That time would be hard to capture and use in a qualification in a Escalation 
so instead why don't you use a Date/Time field specifically for that and have a 
filter, which when the TR value of the diary is not null, set the Date/Time 
field.. Run your Escalation against this Date/Time field

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



- Original Message 
From: "Cupp, Michael E Jr. CTR USAF AFRL/SNOD" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Monday, January 29, 2007 11:58:55 AM
Subject: Escalation question

** 
Remedy Newby here - 
I have an escalation that I want to fire for all records with a status of 
'Working' and that have not had a diary entry posted in the last 36 hours.  I 
want to set the status to Assigned. 
How can I compare the most recent diary entry for a ticket's work log field to 
the current system date/time?  
---
Michael Cupp, Jr., Contractor, RCF
Oracle Database Administrator
AFRL EBS Helpdesk Team Lead
AFRL/SNOD Enterprise Operations Center
Wright-Patterson AFB, Ohio
DSN 785-3827


 

The fish are biting. 
Get more visitors on your site using Yahoo! Search Marketing.
http://searchmarketing.yahoo.com/arp/sponsoredsearch_v2.php

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Re: Escalation question

[Rem Valenzuela]

Mike,
 
I would create a working date field on the form, and set it to $TIMESTAMP$ 
every time there is an entry made to the worklog, then with your escalation, 
you can check Status = 'Working' and Last Worklog Entry < $TIMESTAMP$ - 129600
 
Hope this helps.
 
Rem


Date: Mon, 29 Jan 2007 11:58:55 -0500From: [EMAIL PROTECTED]: Escalation 
questionTo: [EMAIL PROTECTED] 

Remedy Newby here - 
I have an escalation that I want to fire for all records with a status of 
'Working' and that have not had a diary entry posted in the last 36 hours.  I 
want to set the status to Assigned. 
How can I compare the most recent diary entry for a ticket's work log field to 
the current system date/time?  
---Michael Cupp, Jr., Contractor, RCFOracle Database AdministratorAFRL EBS 
Helpdesk Team LeadAFRL/SNOD Enterprise Operations CenterWright-Patterson AFB, 
OhioDSN 785-3827 __20060125___This posting was submitted 
with HTML in it___
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Re: Escalation question

[Opela, Gary L Contr OC-ALC/ITMA]

I'm not sure if you can parse through that with an escalation, but you might
consider setting a hidden timestamp field through a filter each time the
diary field is modified, that way your escalation can just look at that
timestamp field.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E Jr. CTR USAF
AFRL/SNOD
Sent: Monday, January 29, 2007 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Escalation question
Importance: High

 

Remedy Newby here - 

I have an escalation that I want to fire for all records with a status of
'Working' and that have not had a diary entry posted in the last 36 hours.
I want to set the status to Assigned. 

How can I compare the most recent diary entry for a ticket's work log field
to the current system date/time?  

---
Michael Cupp, Jr., Contractor, RCF
Oracle Database Administrator
AFRL EBS Helpdesk Team Lead
AFRL/SNOD Enterprise Operations Center
Wright-Patterson AFB, Ohio
DSN 785-3827 

__20060125___This posting was submitted with HTML in
it___

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Re: Escalation question

[L. J. Head]

You will probably need to create a new date/time field...and every time the
diary is updated update that date/time fieldthen fire your escalation
off of that field instead of your diary

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E Jr. CTR USAF
AFRL/SNOD
Sent: Monday, January 29, 2007 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Escalation question
Importance: High


** 

Remedy Newby here - 

I have an escalation that I want to fire for all records with a status of
'Working' and that have not had a diary entry posted in the last 36 hours.
I want to set the status to Assigned. 

How can I compare the most recent diary entry for a ticket's work log field
to the current system date/time?  

---
Michael Cupp, Jr., Contractor, RCF
Oracle Database Administrator
AFRL EBS Helpdesk Team Lead
AFRL/SNOD Enterprise Operations Center
Wright-Patterson AFB, Ohio
DSN 785-3827 

__20060125___This posting was submitted with HTML in
it___

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Escalation question

[Cupp, Michael E Jr. CTR USAF AFRL/SNOD]

Remedy Newby here - 

I have an escalation that I want to fire for all records with a status
of 'Working' and that have not had a diary entry posted in the last 36
hours.  I want to set the status to Assigned. 

How can I compare the most recent diary entry for a ticket's work log
field to the current system date/time?  

---
Michael Cupp, Jr., Contractor, RCF
Oracle Database Administrator
AFRL EBS Helpdesk Team Lead
AFRL/SNOD Enterprise Operations Center
Wright-Patterson AFB, Ohio
DSN 785-3827


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SSO Problem: AREA being called more than once

[Mikhail Serate]

Hi List,
Has anyone ever had any problems with their AREA being called more than
once?  In the password field, a one-time-use token is being passed in. AREA
then calls SSO with that token, then SSO verifies the validity of the token.
However since the AREA code is being called more than once, the same token
that was being validated the first time it went through, is being validated
again, and so SSO of course will say no. 
The AREA code we are using now is exactly the same as our old AREA code in
ARS 6.3, which worked (we upgraded to ARS 7.0). Does anyone have any
thoughts on this? Please let me know. Thanks!

Mikhail Serate
Remedy Development Team
Information Technologies
University of Calgary
(403) 210-9308
[EMAIL PROTECTED]


--
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I dream of things that never were and say... "Why not?"



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Re: CI Viewer - CMDB Libraries are not available?

[Brian Baker (bbaker2)]

The last step in the CI Viewer install is to copy the libraries from
WEB-INF/lib directory in the installation folder to Tomcat's WEB-INF/lib
directory. Was this done on your system?

Regards,
Brian 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mike Parker
Sent: Sunday, January 28, 2007 3:24 PM
To: arslist@ARSLIST.ORG
Subject: CI Viewer - CMDB Libraries are not available?

Hi List:

Im completely stuck -

I installed everything for ITSM 7 with no problems - Everything looks
good according to the installation logs.  However, when attempt I run
the CI Viewer, I get this error:

CMDB libraries are not available.
Please install the CI Relationship Viewer on the Mid Tier server.

I've uninstalled & reinstalled several times, with several
versions/patches. 
  I've looked at permissions, java libraries, everything that I can
think of offhand that would cause this. However, I just cannot get this
thing to function properly.

The knowledge base has 0 entries, and the documentation doesnt mention a
thing on how to troubleshoot it.

Has anyone else seen this before?

OS:  Windows 2003
Web Server:  IIS 6
JSP:  Tomcat
Mid-Tier: (7.00, 7.01, 7.01 p1), now on 7.01 p1
CMDB: 2.01 p2

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Re: 6.3 Patch 20 on Solaris with Oracle

[Shellman, David]

Axton,

Thanks.  I got a reply back from support that noted the file was used for 
upgrade and was inadvertantly added to the the files directory.

Dave

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Mon Jan 29 09:35:11 2007
Subject: Re: 6.3 Patch 20 on Solaris with Oracle

** 
This is part of the upgrade installer.  It is used to upgrade the db from 
previous releases.  If you are simply patching your install, there is no need 
to include this file in your install base.  There were some issues with the 
previous arupora in relation to direct sql workflow that was (supposedly) 
corrected in this release.  I didn't see the defect id in the release notes, 
but hey, who knows.  I think I have 5 or so defect ids that were stated to be 
corrected in this patch release, but none of them are in the release notes. 
 
Axton Grams

 
On 1/29/07, Shellman, David <[EMAIL PROTECTED]> wrote: 

** 

Anyone have any info concerning the file arupora?  We are running 6.3 
unpatched on Solaris with Oracle 9.2. 

The documentation shows the following: 

UNIX and Linux - arserverd, libarjni63.* , arealdap.*, ssoldap.*, 
ardbcldap.*, Flashboard.*, 
 libarflib.*, libwebservice.*, libarxmlutil.*, arupdb2, 
arupinf, arupora, arupsyb 

I see the file in the /server/solaris/ora_db directory with 
arserverora.  The documentation address arservora with the following line.

4) Rename the "server" binary to "arserverd". 
 Oracle   -- mv arservora arserverd 

I don't see anything in the documentation concerning arupora and where 
the file needs to go or what file it should replace.

Thanks, 

Dave 

Dave Shellman 

Phone:  (717) 810-3687 
Fax:(717) 810-2124 
email:  [EMAIL PROTECTED]   

tyco/Electronics 
A tyco International LTD Company 
MS 161-043 
PO Box 3608 
Harrisburg, PA 17105-3607 

__20060125___This posting was submitted with HTML 
in it___ 


__20060125___This posting was submitted with HTML in it___ 

Re: 6.3 Patch 20 on Solaris with Oracle

[Axton]

This is part of the upgrade installer.  It is used to upgrade the db from
previous releases.  If you are simply patching your install, there is no
need to include this file in your install base.  There were some issues with
the previous arupora in relation to direct sql workflow that was
(supposedly) corrected in this release.  I didn't see the defect id in the
release notes, but hey, who knows.  I think I have 5 or so defect ids that
were stated to be corrected in this patch release, but none of them are in
the release notes.

Axton Grams


On 1/29/07, Shellman, David <[EMAIL PROTECTED]> wrote:


**

Anyone have any info concerning the file arupora?  We are running 6.3unpatched 
on Solaris with Oracle
9.2.

The documentation shows the following:

UNIX and Linux - arserverd, libarjni63.* , arealdap.*, ssoldap.*,
ardbcldap.*, Flashboard.*,
 libarflib.*, libwebservice.*, libarxmlutil.*, arupdb2,
arupinf, arupora, arupsyb

I see the file in the /server/solaris/ora_db directory with arserverora.
The documentation address arservora with the following line.

4) Rename the "server" binary to "arserverd".
 Oracle   -- mv arservora arserverd

I don't see anything in the documentation concerning arupora and where the
file needs to go or what file it should replace.

Thanks,

Dave

Dave Shellman

Phone:  (717) 810-3687
Fax:(717) 810-2124
email:  [EMAIL PROTECTED]

*tyco**/Electronics*
A*** tyco*** International LTD Company
MS 161-043
PO Box 3608
Harrisburg, PA 17105-3607
__20060125___This posting was submitted with HTML in
it___


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Microsoft Service Desk

[Brad Terhune]

All right.
I am sure everyone will throw stones at once, but I have to ask.  What
do you all know about Microsoft's Service Desk effort?  Anyone seen
anything in regards to it or know anything about it so that we might
be able to get some idea how it will stack up against BMC Remedy?  In
my case, BMC Remedy Helpdesk?  Thank you,
Brad Terhune
[EMAIL PROTECTED]

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Re: OT: ITSM Total Cost of Implementation Discussion

[Opela, Gary L Contr OC-ALC/ITMA]

The problem is that ITIL is an idea, a philosophy, and remedy has gone and
made it an application.

 

Carey mentions "Sales" and "Marketing" but surely not all people in sales
all use the exact same application to do their work. You don't see all
cashiers across the world use the same register, do you?

If you could apply a philosophy, or a way of doing things, to an
application, then OOTB solutions would be great. The root of the problem is
that, while in reality ITIL is a great philosophy, there is more than one
way to follow it.


Making everyone use the same OOTB application in order to follow the ITIL
philosophy would be like making two companies in the same industry operate
their stores identically, from the layout of the store, the items carried,
the prices priced, to the hardware and software used to run the business.

 

I think the real problem with ITSM is not that it is not customizable, not
that it is not flexible, not that it is hard to upgrade (all of these which
are true), it is that you are trying to make thousands of companies, that
while they get their jobs done using the same industry standards, work the
exact same way and that will never work.

 

ITSM is a great solution if you are a start-up company and are looking for a
way to sculpt your business. However, again with the idea of "if it ain't
broke, don't fix it", if you are already using ITIL standards, or if you
have such a level of customization that it won't be ITSM whenever you're
done, then there's really no point in purchasing it or its expensive
support.

 

However, the problem is not necessarily always with the people like us
realizing all of the above concepts. Whenever you have such good sales
people as remedy has, and they are talking directly to the decision makers
instead of to the people who have to enforce those decisions, then you'll
have people purchase things because they were told "well, this is what
everyone else is doing."


You know, it would be nice if remedy's support staff was as good as their
sales staff :-)

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CG/SCWOE
Sent: Friday, January 26, 2007 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: ITSM Total Cost of Implementation Discussion

 

A few points: 

Why upgrade to version 7 if version 5 (or any version you're currently
running) is OK? Because of support.  While I'm sure that if you bring Remedy
(or any vendor) bags and bags of money for "Professional Support" sure,
you'll get support for their deprecated version.  However, if you're
expecting the standard support you get just by buying the product and paying
the bucks for a standard support agreement, you can forget it.  And the idea
of paying the bags of money defeats the purpose of using an OOTB solution to
begin with.

I certainly don't disagree that ITIL, implemented right, is a good thing.
However, in order for it or any other business model to work, EVERYONE
involved in the business from top on down must be trained on it and 100%
committed to it.

Here's the issue.  Many top managers in the DoD have no concept of what ITIL
is.  A top manager just asked me yesterday, "What is that?" Management's
thought process is this: "Our asset tracking sucks.  We don't know what we
have.  Let's buy something that lets us fix that problem." The way they see
it is just like what you do at tax time.  You need to do your taxes, so go
to CompUSA and buy TurboTax.  Pull it out of the box, follow the
instructions, and boom! Your taxes are done.

To them, the same with asset management or help desk or change or whatever.
Need an asset management solution? Buy something! Pull the CDs out of the
box, read the directions, and you're done! They don't realize how high a
cliff they're jumping off when they decide on a product like ITSM.

Perhaps BMC should sell ITSM as an ITIL solution more so than as an asset,
change, service desk solution. 

-Original Message- 
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of
Carey Matthew Black 
Sent: Friday, January 26, 2007 1:42 PM 
To: arslist@ARSLIST.ORG 
Subject: Re: OT: ITSM Total Cost of Implementation Discussion 

Norm, 

I see this problem from a few perspectives. And I think it helps to 
look at specific scenarios too. So let's look at a few simple 
observations. 

 

1) If the business is working "just fine" then why change anything? 
I would include in that conversation a discussion of why upgrade
anything? 

   I think it is a false statement to say that you can not get support 
from BMC for ITSM v4 (even on ARS v7) today. I think it just takes 
more "Professional Services" than what your annual support contract 
would pay for. :) [ And just to be clear, your annual support pays for 
exactly zero hours of "Professional Services" each year. ] 

2) If your business is "not working" and the higher ups w

6.3 Patch 20 on Solaris with Oracle

[Shellman, David]

Anyone have any info concerning the file arupora?  We are running 6.3
unpatched on Solaris with Oracle 9.2.

The documentation shows the following:

UNIX and Linux - arserverd, libarjni63.* , arealdap.*, ssoldap.*,
ardbcldap.*, Flashboard.*, 
 libarflib.*, libwebservice.*, libarxmlutil.*, arupdb2,
arupinf, arupora, arupsyb

I see the file in the /server/solaris/ora_db directory with arserverora.
The documentation address arservora with the following line.

4) Rename the "server" binary to "arserverd".
 Oracle   -- mv arservora arserverd

I don't see anything in the documentation concerning arupora and where
the file needs to go or what file it should replace.

Thanks,

Dave

Dave Shellman

Phone:  (717) 810-3687
Fax:(717) 810-2124
email:  [EMAIL PROTECTED]

tyco/Electronics
A tyco International LTD Company
MS 161-043
PO Box 3608
Harrisburg, PA 17105-3607


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Re: Reg: Hardware Compactibility

[Pavan Kumar Av (Consultant)]

Thanks Bradford & Axton, I really appreciate efforts from both ends. I
have called for a meeting with my DBA & Windows admin regarding the
same. I will share my decision with you guys with reasons for the same.
Thanks again. 

 

Thanks & Regards, 

Pavan Kumar AV - [Remedy]
HCL - AutoDesk
Work: 408 416 0170 Extn: 5576
Mobile: +91 98409 95070

Home: +91 44 4359 0919

Mail To: [EMAIL PROTECTED] 

  _  

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Re: ARS 6.3 adminstrator's toolkit

[Misi Mladoniczky]

Hi Paul,

You can get current license utilization through the built in Server
Statistics, if you turn it on.

The user.log will give you more detailed/granular information.

Unfortunately, the application licenses are not reported, so you will only
see how the main license type (Fixed/Floating/Read/RestrictedRead) are
utilized.

>From version 7 of the applications, the license usage should be trackable.
It should be accessible through the API. My experience is that it is still
missing from the user.log, but this is a bug that I hope BMC-Remedy will
fix soon.

You can use the free version of our rrrLicense-tool to do reports and
calculate how many licenses you really need. The rrrLicense-tool uses the
user.log-file produced by the server.

Best Regards - Misi, RRR AB, http://www.rrr.se

> Hello all,
>
> So my company is currently deploying it's first true Remedy solution
> with Help Desk, Asset Mgmt, and Change Mgmt.
>
> It's a 6.3 instal on 64bit Linux (Red Hat3) with CMDB and such...
>
> My question is this, what 3rd party tools or programs do I really need
> to support this thing?
>
> I have seen some tools that can show you current licenses and such, in
> real time. But I don't know where to get them.
>
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