date:20070131

timing test.
thanks .

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ADM:Test ... please ignore

Should be running okay again


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Mid-Tier error (ARERR 9351)

2007-01-31 Thread Foy, Nathan

Anyone have any suggestions on how we can fix this error ARERR 9351 on
the mid-tier?

Users are getting this error when attempting to open/view an existing
request from the Requester or Support Consoles.  They select a request
from the table and hit  or click on View button to open request.
An error pops up stating "Unable to setup data connection which is
preventing the application from working correctly. (ARERR 9351)".  When
you click on Ok, the error box disappears and the screen remains blank
until you hit the Back arrow.

The same user can successfully open the request from the client
Requester tool.  This is only happening on the mid-tier client.

If you give the user Administrator permissions, the request(s) open from
the mid-tier just finewithout the error.  Remove Administrator
permissions and the error returns.


I ran the logs and found the log stopped at the  belowwhen it
popped the error.  Successfully opening a request continues past the
break below and opens the request.


ActiveLink: RR:RHR-cmdMyRequestDetails2
True actions:
 action 0
ARACTOpenQueryWindow(etnmem2ap17, HPD:HelpDesk, Requester-ReadOnly,
Current, 4, [object Object], 1, [object Object], 0,null,null)
EVENT: WindowClose
ActiveLink: RR:RHR-OnClose
True actions:
 action 0
ARACTProcess("SET-CHANGE-FLAG 0", 1)
Process: SET-CHANGE-FLAG
<-   
>
Field_ExpandDefaultValues()
Action:NewSearch
ARStateChange NONE -> QUERY
EventClearFields()
EVENT: WindowOpen
Field_Defaults(0,1,0)


The event seems to fail while attempting to open/expand the HPD:HelpDesk
form.

Server enviornment
ARS 6.03 Patch 17
MT 6.03
Help Desk 5.6

Windows 2003
SQL Server

Client environment
Windows XP Service Pack 2
IE 6.0.2900.2180 

Any ideas on how we can address this problem?




Nathan Foy
Senior Remedy Administrator

The ServiceMaster Company, Inc
889 Ridge Lake Blvd, C2-1150
Memphis, TN 38120
Tel: (901) 597-7744
Fax: (901) 537-1726

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Modifying Join form through Java API

2007-01-31 Thread Veeral J Oza


Hi All,
 
I am able to create an entry successfully on a Join form. However I am
not able to modify the same.

The code looks something like this.

 

JoinEntryID entryID = new JoinEntryID(ActivityEntryNumber); 
EntryKey entryKey = new EntryKey(schname, entryID); 

.

.

.

.

.

.

entry.store();

.

.

.

 

After the execution of the code, I get the following error message

MessageNum: 331 MessageText: You do not have write access (for this
entry) to field.

However If I try to modify the same entry on the base forms (their
combination forms the join form),  I am able to modify the same without
any error.

Kindly help!!!

 

Regards,

Veeral Oza,

Application Analyst,

Wipro Technologies

Cell: +91 9422771736

Desk: +91 20 39102370

 



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List still alive?

2007-01-31 Thread Mario Röhr

List still alive?
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Re: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant)

2007-01-31 Thread Mario Röhr

Hi all,



we noticed, that BMC Support reacts on Request that are submitted with priority 
_Critical'.

So you have to submit the requests with Priority:1-Critical



HTH









 Original-Nachricht 

Datum: Tue, 30 Jan 2007 14:19:46 -0600

Von: Tony Worthington <[EMAIL PROTECTED]>

An: arslist@ARSLIST.ORG

Betreff: Re: (ISS, 3-Medium)  SupID:XX (rant)



> Overheard at the daily BMC support team meeting: "Maybe if we leave the 

> new tickets alone long enough, they'll find the answer on the arslist and 

> figure it out for themselves.  Then we can follow-up with them in a few 

> weeks, as the issue is probably solved.  Make sure you offer help though; 

> just in case."

> 

> 

> 

> *grin*

> 

> -tony

> 

> P.S.  These views and opinions are my own and not necessarily those of my 

> employer.

> P.P.S. There are still very good people at BMC Support.

> 

> 

> 

> 

> "Wheeler, Dylan" <[EMAIL PROTECTED]> 

> Sent by: "Action Request System discussion list(ARSList)" 

> 

> 01/30/2007 01:13 PM

> Please respond to

> arslist@ARSLIST.ORG

> 

> 

> To

> arslist@ARSLIST.ORG

> cc

> 

> Subject

> Re: (ISS, 3-Medium)  SupID:XX (rant)

> 

> 

> 

> 

> 

> 

> hah,

> Today must be queue clearing day. I got the same thing on a ticket I

> opened on the 19th that hasn't been touched. 

> 

> -Original Message-

> From: Action Request System discussion list(ARSList)

> [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.

> Sent: Tuesday, January 30, 2007 9:12 AM

> To: arslist@ARSLIST.ORG

> Subject: Re: (ISS, 3-Medium) SupID:XX (rant)

> 

> 

> Amen!

> 

> You're preaching to the chior brother.

> 

> Ben

> 

> -Original Message-

> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On

> Behalf Of Tony Worthington

> Sent: Tuesday, January 30, 2007 9:21 AM

> To: arslist@ARSLIST.ORG

> Subject: OT: (ISS, 3-Medium) SupID:XX (rant)

> 

> I love these ticket updates from support.

> 

> The ticket is still in "New" status (having been submitted 01/18/07) and

> 

> there are no updates (other than my original submission) except the 

> following message:

> 

> 

> BMC Customer Support <[EMAIL PROTECTED]> wrote on 01/30/2007 

> 07:44:05 AM:

> 

> > Dear Tony,

> > 

> > Has your problem (ISS) been resolved? Please notify us so we 

> > can close your issue or continue helping you.

> > 

> > Regards,

> > 

> > BMC Customer Support

> 

> 

> "Continue" helping me?  How about "start" helping me.  Oh, well, 

> nevermind; not worth the trouble.  JUST close it.  Not like I needed

> help 

> or anything.

> 

> *grr*

> 

> 

> 

> 

> 

> CONFIDENTIALITY NOTICE: 

> This is a transmission from Kohl's Department Stores, Inc.

> and may contain information which is confidential and proprietary.

> If you are not the addressee, any disclosure, copying or distribution or

> use of the contents of this message is expressly prohibited.

> If you have received this transmission in error, please destroy it and

> notify us immediately at 262-703-7000.

> 

> CAUTION:

> Internet and e-mail communications are Kohl's property and Kohl's reserves

> the right to retrieve and read any message created, sent and received. 

> Kohl's reserves the right to monitor messages to or from authorized Kohl's

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Re: User permissions

2007-01-31 Thread Colin Love

Thanks to Ben & Carey for their help - works a treat .
 
Got slightly muddled up with public permissions to the request-id -
removed that and it works exactly how
I want it to (and will use a hidden field for the request-id if I need
it).
 
Thanks,
 
Colin
 




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: 30 January 2007 16:05
To: arslist@ARSLIST.ORG
Subject: Re: User permissions


** 
I can think of two ways to do this.   
- One, you make the field public and enforce permissions through
workflow.   
- Two, you keep the current permissions on the field you have
and create another hidden field with public permissions where you mirror
the value of the original field.  Modify your notification to use the
duplicate field. 




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

01/30/2007 09:38 AM 
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG 
cc
Subject
User permissions






Hello,
  We have recently upgraded to v7 of ARS (from v4.0!!) which was
done
via a new install.  Obviously lots of things have changed
between the
two versions, but there is one thing I dont seem to be able to
nail.

We are intending to use mid-tier to allow users to submit and
review
their
own tickets, and have set up some LDAP authentication against AD
for
this
and it works well utlising the submitter field. We can further
use 
field permissions to restrict access so the user can only see
their
entries and nobody elses.  This is what we want.

However, we also have notifications going out from the form in
question
that go to what would be deemed public email addresses (ie dont
appear
in ARS) and for the field values to work we need to open up
permissions
for Public on the fields, which then breaks the user access as
they can
then see all of the calls.

Is there a way of locking down permissions to allow both
functions to
happen correctly, or perhaps a way for the notification to be
run as
a defined user that we can assign a group permission for
(instead of 
Public) ?

Thanks in advance.

  Colin





Colin Love - Technical Infrastructure Manager E-Mail:
[EMAIL PROTECTED]
Senate House Services Ltd
University of London Computer Centre   Telephone:
020 7692
1304
20 Guilford St., London, WC1N 1DZ.   FAX:
020 7692
1234






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Re: ARLogAnalyzer output

2007-01-31 Thread Rem Valenzuela

I've spent countless hours reading and analyzing files like this and 
troubleshooting performance problems for the last couple years with more than 
70% increase in performance. In my case the AVG Idle time was less than a 
second and in some cases very close to zero.  We ended up doubling the number 
of threads, twice and saw a dramatic improvement.   While this may be 
subjective, I would increase your threads, but without knowing how many you 
already have It's hard to say by how much.  Though I'll stick my neck out and 
say, increase by about a third and evaluate your hardware performance during 
system load to determine whether it will remain that much, AND look at new logs 
again, then adjust from there.   By looking at your numbers too, I might 
suggest increasing Fast threads more than List.
 
This is however a subjective and difficult to say how much better your system 
will be without just doing it and by trial and error.   If you would like more 
info, or if I can further answer questions, contact me.
 
Thanks,
Rem


Date: Tue, 30 Jan 2007 11:16:59 -0800From: [EMAIL PROTECTED]: ARLogAnalyzer 
outputTo: [EMAIL PROTECTED] Hello, I haven't had much occasion to use the log 
analyzer very much, and I want to make sure I'm interpreting the results 
correctly as part of thread tuning.  In determining if I need to increase my 
threads, which column is more important, the "AVG Idle Time" or the "MIN Idle 
Time"?  I can see it either way and was hoping someone would share their 
experience. Thanks, Thad API STATISTICS BY THREAD IDQueue  Thread   
CountGaps  MIN Idle Time  MAX Idle Time  AVG Idle Time Total Idle 
Time-- -- --- --- -- -- 
-- ---Admin  001772  83  83 
0.0150 46:01.622055.63441:16:57.6600Fast   000744   
4,015   4,014 0.015017.8430 1.10341:13:49.3890Fast  
 001432   3,977   3,976 0.016019.1870 1.1128
1:13:44.7590Fast   001784   3,988   3,987 0.016012.8110 
1.11311:13:57.9920Fast   001956   3,868   3,867 
0.13.4830 1.14281:13:39.5520Fast   002264   
3,970   3,969 0.016012.8280 1.12171:14:12.0360Fast  
 003660   3,983   3,982 0.015019.5150 1.1154
1:14:01.7290Fast   003832   3,950   3,949 0.016012.8120 
1.11451:13:21.3690List   001284   1,478   1,477 
0.031019.9840 2.66101:05:30.3070List   001508   
1,684   1,683 0.14.8270 2.43141:08:12.1150List  
 001580   1,384   1,383 0.062014.4050 2.6266
1:00:32.6020List   001616   1,523   1,522 0.16.1870 
2.49741:03:21.1640List   001732   1,519   1,518 
0.13.9830 2.53071:04:01.7340List   001752   
1,454   1,453 0.13.0150 2.59781:02:54.6550List  
 001924   1,499   1,498 0.14.2340 2.5749
1:04:17.3310List   001952   1,565   1,564 0.14.4370 
2.49321:04:59.4360
***IMPORTANT NOTICE: This communication, including any attachment, contains 
information that may be confidential or privileged, and is intended solely for 
the entity or individual to whom it is addressed. If you are not the intended 
recipient, you should delete this message and are hereby notified that any 
disclosure, copying, or distribution of this message is strictly prohibited. 
Nothing in this email, including any attachment, is intended to be a legally 
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Re: ARLogAnalyzer output

2007-01-31 Thread Rem Valenzuela

BTW, to answer your question, AVG Idle time is more important because it gives 
you a reference over time about how busy the thread was.  The MIN Idle time 
only gives you a point in time reference... meaning, it tells you ONLY how long 
the shortest period was before the thread recieved another request.
I probably shoulda only answered your question instead of the book in the early 
message.  HAHA, oh well, hope some of this helps.
 
-- Rem


Date: Tue, 30 Jan 2007 11:16:59 -0800From: [EMAIL PROTECTED]: ARLogAnalyzer 
outputTo: [EMAIL PROTECTED] Hello, I haven't had much occasion to use the log 
analyzer very much, and I want to make sure I'm interpreting the results 
correctly as part of thread tuning.  In determining if I need to increase my 
threads, which column is more important, the "AVG Idle Time" or the "MIN Idle 
Time"?  I can see it either way and was hoping someone would share their 
experience. Thanks, Thad API STATISTICS BY THREAD IDQueue  Thread   
CountGaps  MIN Idle Time  MAX Idle Time  AVG Idle Time Total Idle 
Time-- -- --- --- -- -- 
-- ---Admin  001772  83  83 
0.0150 46:01.622055.63441:16:57.6600Fast   000744   
4,015   4,014 0.015017.8430 1.10341:13:49.3890Fast  
 001432   3,977   3,976 0.016019.1870 1.1128
1:13:44.7590Fast   001784   3,988   3,987 0.016012.8110 
1.11311:13:57.9920Fast   001956   3,868   3,867 
0.13.4830 1.14281:13:39.5520Fast   002264   
3,970   3,969 0.016012.8280 1.12171:14:12.0360Fast  
 003660   3,983   3,982 0.015019.5150 1.1154
1:14:01.7290Fast   003832   3,950   3,949 0.016012.8120 
1.11451:13:21.3690List   001284   1,478   1,477 
0.031019.9840 2.66101:05:30.3070List   001508   
1,684   1,683 0.14.8270 2.43141:08:12.1150List  
 001580   1,384   1,383 0.062014.4050 2.6266
1:00:32.6020List   001616   1,523   1,522 0.16.1870 
2.49741:03:21.1640List   001732   1,519   1,518 
0.13.9830 2.53071:04:01.7340List   001752   
1,454   1,453 0.13.0150 2.59781:02:54.6550List  
 001924   1,499   1,498 0.14.2340 2.5749
1:04:17.3310List   001952   1,565   1,564 0.14.4370 
2.49321:04:59.4360
***IMPORTANT NOTICE: This communication, including any attachment, contains 
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the entity or individual to whom it is addressed. If you are not the intended 
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Maybe OT: RPC Service Going Up/Down

2007-01-31 Thread Heider, Stephen

Windows Server 2003, SQL Server 2000, ARS 6.3 p17

The outside connection to our production Remedy server keeps going up
and down.  The Remedy system appears to be running fine.  I have been
receiving the morning email notifications fine (which are produced by
system processes running according to a schedule).
 
There are no errors logged at all in Remedy or SQL Server.  The Event
Log on the server does not show any errors that would contribute to this
issue.  There are 3 errors that occur every time someone logs into the
server via RDP:
 
Error 1: Userenv #1053 - "Windows cannot determine the user or computer
name. (The specified domain either does not exist or could not be
contacted. ). Group Policy processing aborted."
 
Error 2: MsGina #1010 -   "Failed to set the user's home directory
(Drive U: connected to Share \\TPAFS04\HOME)."
 
Error 3: Userenv #1053 - "Windows cannot determine the user or computer
name. (The specified domain either does not exist or could not be
contacted. ). Group Policy processing aborted."
 
Our remote system monitoring server is reporting that the RPC Server is
going up and down.  It could be that or instead it could be the
monitoring server is losing connection with the Remedy server and is
interpreting the event as the RPC Server going up and down.
 
Logging into the Remedy server via RDP is taking about 20 minutes.  It
does not get stuck in any one part of the login, but all parts are slow.
For example, connecting to the server takes about 5  minutes, loading
computer profiles takes about 5 minutes, loading personal profile takes
about 5 minutes, the login script takes about 5 minutes, etc.

Connecting to the SQL database with SQL Enterprise Manager (from another
computer) sometimes takes several minutes, and then sometimes
instantaneously.

It is shaping up to be an interesting morning. Good thing I have a pot
of Starbucks Espresso nearby.

On the surface it appears to be a server or network issue instead of a
Remedy issue.  No changes were made to the Remedy server yesterday or
today. No patches have been installed in several months.

Any ideas?

Stephen

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Re: Netcool 7.1 + ARS 7.0.1 ?

2007-01-31 Thread Tony Worthington

Yes... both.  There is a conf file setting for the adapter which is 
AR_TCP_PORT, as well as the ARS environment variable of ARTCPPORT.  :=)

I hear that the config file one is somewhat broken, so we're going to try 
with env vars.

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

"Grooms, Frederick W" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

01/30/2007 04:42 PM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc

Subject
Re: Netcool 7.1 + ARS 7.0.1 ?

I believe the enviroment variable is ARTCPPORT not AR_TCP_PORT 

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington
Sent: Tuesday, January 30, 2007 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Netcool 7.1 + ARS 7.0.1 ?

We have portmapper, and fixed TCP.  Netcool is using the AR_TCP_PORT 
setting, just to rule out portmapper weirdness

Netcool logs show sucessful connection, but it shows the same message when 
we put in a bogus server name.

We've opened a netcool ticket...

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

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

01/30/2007 12:42 PM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc

Subject
Re: Netcool 7.1 + ARS 7.0.1 ?

Dumb question:
Do your ar server running with tcp port?

What does the netcool logs say?

--
Jarl

On 1/30/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
> Has anyone had any success using the linux Netcool 7.1 v5.1 adapter
> against an ARS 7.0.1 server?
>
> We've tried both the 6.3 and 7.0.1 api's and neither work.  I have on 
API
> and user logging, and there are no connection attempts from netcool.
>
> I won't go into specifics as this will quickly drift to a netcool
> discussion, but if someone with a working setup could contact me off 
list
> I'd appreciate it.
>
> Thanks,
> Tony
>
> --
> Tony Worthington
> [EMAIL PROTECTED]
> 262-703-5911
>
> CONFIDENTIALITY NOTICE:
> This is a transmission from Kohl's Department Stores, Inc.
> and may contain information which is confidential and proprietary.
> If you are not the addressee, any disclosure, copying or distribution or 

use of the contents of this message is expressly prohibited.
> If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.
>
> CAUTION:
> Internet and e-mail communications are Kohl's property and Kohl's 
reserves the right to retrieve and read any message created, sent and 
received.  Kohl's reserves the right to monitor messages to or from 
authorized Kohl's Associates at any time
> without any further consent.
>
> 
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and may contain information which is confidential and proprietary.

If you are not the addressee, any disclosure, copying or distribution or 
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If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.

CAUTION:

Internet and e-mail communications are Kohl's property and Kohl's reserves 
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Kohl's reserves the right to monitor messages to or from authorized Kohl's 
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Re: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant)

2007-01-31 Thread Mario Röhr

Hi all,



we noticed, that BMC Support reacts on Request that are submitted with priority 
_Critical'.

So you have to submit the requests with Priority:1-Critical



HTH









 Original-Nachricht 

Datum: Tue, 30 Jan 2007 14:19:46 -0600

Von: Tony Worthington <[EMAIL PROTECTED]>

An: arslist@ARSLIST.ORG

Betreff: Re: (ISS, 3-Medium)  SupID:XX (rant)



> Overheard at the daily BMC support team meeting: "Maybe if we leave the 

> new tickets alone long enough, they'll find the answer on the arslist and 

> figure it out for themselves.  Then we can follow-up with them in a few 

> weeks, as the issue is probably solved.  Make sure you offer help though; 

> just in case."

> 

> 

> 

> *grin*

> 

> -tony

> 

> P.S.  These views and opinions are my own and not necessarily those of my 

> employer.

> P.P.S. There are still very good people at BMC Support.

> 

> 

> 

> 

> "Wheeler, Dylan" <[EMAIL PROTECTED]> 

> Sent by: "Action Request System discussion list(ARSList)" 

> 

> 01/30/2007 01:13 PM

> Please respond to

> arslist@ARSLIST.ORG

> 

> 

> To

> arslist@ARSLIST.ORG

> cc

> 

> Subject

> Re: (ISS, 3-Medium)  SupID:XX (rant)

> 

> 

> 

> 

> 

> 

> hah,

> Today must be queue clearing day. I got the same thing on a ticket I

> opened on the 19th that hasn't been touched. 

> 

> -Original Message-

> From: Action Request System discussion list(ARSList)

> [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.

> Sent: Tuesday, January 30, 2007 9:12 AM

> To: arslist@ARSLIST.ORG

> Subject: Re: (ISS, 3-Medium) SupID:XX (rant)

> 

> 

> Amen!

> 

> You're preaching to the chior brother.

> 

> Ben

> 

> -Original Message-

> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On

> Behalf Of Tony Worthington

> Sent: Tuesday, January 30, 2007 9:21 AM

> To: arslist@ARSLIST.ORG

> Subject: OT: (ISS, 3-Medium) SupID:XX (rant)

> 

> I love these ticket updates from support.

> 

> The ticket is still in "New" status (having been submitted 01/18/07) and

> 

> there are no updates (other than my original submission) except the 

> following message:

> 

> 

> BMC Customer Support <[EMAIL PROTECTED]> wrote on 01/30/2007 

> 07:44:05 AM:

> 

> > Dear Tony,

> > 

> > Has your problem (ISS) been resolved? Please notify us so we 

> > can close your issue or continue helping you.

> > 

> > Regards,

> > 

> > BMC Customer Support

> 

> 

> "Continue" helping me?  How about "start" helping me.  Oh, well, 

> nevermind; not worth the trouble.  JUST close it.  Not like I needed

> help 

> or anything.

> 

> *grr*

> 

> 

> 

> 

> 

> CONFIDENTIALITY NOTICE: 

> This is a transmission from Kohl's Department Stores, Inc.

> and may contain information which is confidential and proprietary.

> If you are not the addressee, any disclosure, copying or distribution or

> use of the contents of this message is expressly prohibited.

> If you have received this transmission in error, please destroy it and

> notify us immediately at 262-703-7000.

> 

> CAUTION:

> Internet and e-mail communications are Kohl's property and Kohl's reserves

> the right to retrieve and read any message created, sent and received. 

> Kohl's reserves the right to monitor messages to or from authorized Kohl's

> Associates at any time

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Re: Netcool 7.1 + ARS 7.0.1 ?

2007-01-31 Thread Joe DeSouza

Yup thats the env variable.. I remember having an issue because of that too.

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

- Original Message 
From: "Grooms, Frederick W" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Tuesday, January 30, 2007 5:42:38 PM
Subject: Re: Netcool 7.1 + ARS 7.0.1 ?

I believe the enviroment variable is ARTCPPORT not AR_TCP_PORT 

Fred

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Tony Worthington
Sent: Tuesday, January 30, 2007 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Netcool 7.1 + ARS 7.0.1 ?

We have portmapper, and fixed TCP.  Netcool is using the AR_TCP_PORT setting, 
just to rule out portmapper weirdness

Netcool logs show sucessful connection, but it shows the same message when we 
put in a bogus server name.

We've opened a netcool ticket...

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

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

01/30/2007 12:42 PM
Please respond to
arslist@ARSLIST.ORG

To
arslist@ARSLIST.ORG
cc

Subject
Re: Netcool 7.1 + ARS 7.0.1 ?

Dumb question:
Do your ar server running with tcp port?

What does the netcool logs say?

--
Jarl

On 1/30/07, Tony Worthington <[EMAIL PROTECTED]> wrote:
> Has anyone had any success using the linux Netcool 7.1 v5.1 adapter
> against an ARS 7.0.1 server?
>
> We've tried both the 6.3 and 7.0.1 api's and neither work.  I have on 
API
> and user logging, and there are no connection attempts from netcool.
>
> I won't go into specifics as this will quickly drift to a netcool
> discussion, but if someone with a working setup could contact me off 
list
> I'd appreciate it.
>
> Thanks,
> Tony
>
> --
> Tony Worthington
> [EMAIL PROTECTED]
> 262-703-5911
>
> CONFIDENTIALITY NOTICE:
> This is a transmission from Kohl's Department Stores, Inc.
> and may contain information which is confidential and proprietary.
> If you are not the addressee, any disclosure, copying or distribution or 
use of the contents of this message is expressly prohibited.
> If you have received this transmission in error, please destroy it and 
notify us immediately at 262-703-7000.
>
> CAUTION:
> Internet and e-mail communications are Kohl's property and Kohl's 
reserves the right to retrieve and read any message created, sent and 
received.  Kohl's reserves the right to monitor messages to or from 
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> without any further consent.
>
> 
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CONFIDENTIALITY NOTICE: 

This is a transmission from Kohl's Department Stores, Inc.

and may contain information which is confidential and proprietary.

If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.

If you have received this transmission in error, please destroy it and notify 
us immediately at 262-703-7000.

CAUTION:

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Re: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant)

2007-01-31 Thread Robert Molenda

Either it is cleaning day, or the nightly escalation finally triggered
:~0

Thanks-n-advance; 
HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 
Quality begins with your actions.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Tuesday, January 30, 2007 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: (ISS, 3-Medium) SupID:XX (rant)

hah,
Today must be queue clearing day. I got the same thing on a ticket I
opened on the 19th that hasn't been touched. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.
Sent: Tuesday, January 30, 2007 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: (ISS, 3-Medium) SupID:XX (rant)


Amen!

You're preaching to the chior brother.

Ben

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On
Behalf Of Tony Worthington
Sent: Tuesday, January 30, 2007 9:21 AM
To: arslist@ARSLIST.ORG
Subject: OT: (ISS, 3-Medium) SupID:XX (rant)

I love these ticket updates from support.

The ticket is still in "New" status (having been submitted 01/18/07) and

there are no updates (other than my original submission) except the 
following message:


BMC Customer Support <[EMAIL PROTECTED]> wrote on 01/30/2007 
07:44:05 AM:

> Dear Tony,
> 
> Has your problem (ISS) been resolved? Please notify us so we 
> can close your issue or continue helping you.
> 
> Regards,
> 
> BMC Customer Support


"Continue" helping me?  How about "start" helping me.  Oh, well, 
nevermind; not worth the trouble.  JUST close it.  Not like I needed
help 
or anything.

*grr*

CONFIDENTIALITY NOTICE: 
This is a transmission from Kohl's Department Stores, Inc.
and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or
use of the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and
notify us immediately at 262-703-7000.

CAUTION:
Internet and e-mail communications are Kohl's property and Kohl's
reserves the right to retrieve and read any message created, sent and
received.  Kohl's reserves the right to monitor messages to or from
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without any further consent.


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Re: Need Help With ARS Web Service From iConclude (NMP) to Remedy

2007-01-31 Thread Joe DeSouza

**

Is there any specific error or any condition that you are facing that is preventing you from creating this web service?
 
One of the possible problem since you say you are creating the service afresh is the cache. A must do when you create a new web service is to refresh the Mid-Tier cache just in case that hasn't been done as yet... Newly created web services appear not to work with the applications page not found error until the cache is refreshed..
 
Also check how you want to run the web service - whether you want it to run with a specific permission group or if its a public service.. accordingly make those changes on the URL...
 
Rgds 
Joe D'Souza
Remedy Developer / Consultant,
BearingPoint,
Virginia.

- Original Message From: Candace DeCou <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Tuesday, January 30, 2007 5:11:25 PMSubject: Need Help With ARS Web Service From iConclude (NMP) to Remedy** 



 

OK guys – I’m lost.  We have the web service built – we can create a ticket, but we are having trouble getting the modify function working.  I am totally unfamiliar with iConclude and the tech working with iConclude is also unfamiliar with iConclude and with Remedy.  And, I admit, I’m not very savvy with web services – but learning fast.
We are on 6.3 Patch 16 – MS SQL – Mid-Tier 6.3 Patch 16 – Windows
Is there anyone out there that would be willing to help me – maybe directly offline since I don’t know of anyone else trying to set up this type of service?
Thanks in advance for any help.

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


*This message contains information from Silicon Valley Bank, or fromone of its affiliates, that may be confidential and privileged. Ifyou are not an intended recipient, please refrain from anydisclosure, copying, distribution or use of this information andnote that such actions are prohibited. If you have received thistransmission in error, please notify the sender immediately bytelephone or by replying to this transmission.This message may include indicative rate information relating toone or more products offered through Silicon Valley Bank, oraffiliated broker-dealer, SVB Securities. Rates and yields shownare provided for informational purposes only, are not guaranteed,and are subject to market conditions and availability. Nothing inthis communication shall constitute a solicitation orrecommendation to buy or sell a particular
 security.Columbia Cash Reserves, Columbia Treasury Reserves, ColumbiaInstitutional Cash Reserves, SVB Securities Liquid Reserves, SVBSecurities Institutional Liquid Reserves and SVB Securities HorizonShares are offered through SVB Securities, a registered broker-dealer and non-bank affiliate of Silicon Valley Bank. Investmentsin these products require the involvement of a licensedrepresentative of SVB Securities. Investment products offeredthrough SVB Securities are not insured by the FDIC or any otherFederal Government Agency, are not deposits of or guaranteed bySilicon Valley Bank or its affiliates, and may lose value.__20060125___This posting was submitted with HTML in it___
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Re: Workflow

2007-01-31 Thread Reiser, John J

Thank Michelle.

Rick, AFAIK the manual says all interval Active Links fire at the same
time for the same interval so it looks like three (3) Active Links set
for three (3) seconds each would all try to fire at the same time
anyway.
RFE Time?

Thanks again to all, 


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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Ponzo
Sent: Tuesday, January 30, 2007 7:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

That's a great solution Michelle. Now all that's needed for real time is
an interval of 1...or create 3 active links that are set to interval
3...or something like that

Rick Ponzo


Lucero, Michelle - IST contractor wrote:
> **
> Hi, John:
> "Now there is the issue of trying to activate/deactivate the interval 
> so it only runs when needed."
> It will stop when the qualification is no longer met. ($FIELDLABEL$ =
> "myfieldlabel")
> There is no need for an Active Link guide. I tested it without one. It

> starts and stops as desired.
> Michelle
>
> --
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Reiser, John J
> *Sent:* Tuesday, January 30, 2007 1:31 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> **
> Rick,
> Is it that much of a performance hit if the SET fields is done on the 
> CURRENT SCREEN of the AL?
> I mean, there should be no DB request for this action and anything 
> that would process a count would use some CPU time. Correct?
>
> John J. Reiser
> Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - 
> paraphrased by me
>
>
> --
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Tuesday, January 30, 2007 11:52 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> **
> Again, there is a performance price for the Interval, especially if 
> multiple users will be doing it at the same time. If it's a price that

> you can pay, then go for it.
> *Rick*
> --
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Reiser, John J
> *Sent:* Tuesday, January 30, 2007 8:29 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> **
> Darshana, Rick, Dan & Saravanan,
> The enhancement request for the full client and the Midtier would be 
> great but there is an alternative with AL workflow and the interval.
> Granted it has a minimum of 3 seconds but you could fire a set fields 
> on interval that counts the length of the current field and subtracts 
> it from the known max length of the field.
> Now there is the issue of trying to activate/deactivate the interval 
> so it only runs when needed. Maybe inside an AL Guide?
>
> John J. Reiser
> Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - 
> paraphrased by me
>
>
> --
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Daniel Bloom
> *Sent:* Tuesday, January 30, 2007 10:04 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> **
>
> I would suggest submitting it as an enhancement request.
>
> Rick Cook replied back in November with
>
> "**
>
> You could possibly do it in a View field, using either some OLE or 
> Java function. That would be my best guess. I can't think of any 
> native ARS way to do it.
>
> **Rick**
>
> I concur or
>
> It sounds like something BMC Remedy could add to the Web Client.
>
> Of course all such things will add weight to the web client and slow 
> things down.
>
> (I am sure the clever webbish folks can come up with a work around, 
> based on what Rick has suggested)
>
> but I suspect the extra processing may make it not worth the gain for 
> the users).
>
> ... Daniel
>
> --
> --
>
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Saravanan Palaniappan
> *Sent:* January 30, 2007 4:52 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> Did any one found solution for the question below
>
> With Regards
>
> PL.Saravanan
>
> BTGS EXPEDIO FM | Team Virtusa (Che

Re: List still alive?

Still alive and well but was on life support for a few hours.

It had gone into a different time dimension for a while,
made the BMC Support Web site look fast in comparison, 
but back to normal now.

 Daniel



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of "Mario Röhr"
Sent: January 31, 2007 6:23 AM
To: arslist@ARSLIST.ORG
Subject: List still alive?

List still alive?
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Re: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant)

2007-01-31 Thread Carey Matthew Black


Mario,

Yes they should. However please use the Severity values correctly:

Ref: 
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_39703040,00.html


"
Severity Level 1 = Critical Service Impact

Issue critically affects the primary business service, major
application, or mission critical system. Customer resources should be
available and willing to work on a 24x7 basis with BMC to resolve the
issue. Characteristics of a Severity 1 issue include:

 Business service is not operational
 Production system crashes
 Data integrity at risk
 Production backup and recovery operations fail.
"


Also please note that your BMC support contracts only really buy you
defined "Initial Response Goals" based on . ( Which simply is not
"resolution time".) Yes they do all they can to get you to resolution,
but... there are limits to the amount of effort they will devote to
your issue if you are not paying for the highest levels of support.
(And the sky is almost the limit to the "highest levels of support".
They do, last time I really looked, offer "custom support options" for
those companies who really want to spend +22% support bills per year
too. Options like... they will keep physical hardware with your custom
application on it, and actually support it. :) )

RE: 
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_39482584,00.html


--
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 1/31/07, "Mario Röhr" <[EMAIL PROTECTED]> wrote:

Hi all,

we noticed, that BMC Support reacts on Request that are submitted with priority 
_Critical'.

So you have to submit the requests with Priority:1-Critical
HTH


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Re: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant)

2007-01-31 Thread Shellman, David

Actually I've gotten good responses for Medium.  We had some confusion over a 
Patch 20 ticket earlier this week but after that the response was great.  I 
entered a medium Midtier question yesterday that had quickest response time of 
any ticket I've created in 9 years.

Dave

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of "Mario Röhr"
Sent: Wednesday, January 31, 2007 7:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: (ISS, 3-Medium) SupID:XX (rant)

Hi all,



we noticed, that BMC Support reacts on Request that are submitted with priority 
_Critical'.

So you have to submit the requests with Priority:1-Critical



HTH









 Original-Nachricht 

Datum: Tue, 30 Jan 2007 14:19:46 -0600

Von: Tony Worthington <[EMAIL PROTECTED]>

An: arslist@ARSLIST.ORG

Betreff: Re: (ISS, 3-Medium)  SupID:XX (rant)



> Overheard at the daily BMC support team meeting: "Maybe if we leave the 

> new tickets alone long enough, they'll find the answer on the arslist and 

> figure it out for themselves.  Then we can follow-up with them in a few 

> weeks, as the issue is probably solved.  Make sure you offer help though; 

> just in case."

> 

> 

> 

> *grin*

> 

> -tony

> 

> P.S.  These views and opinions are my own and not necessarily those of my 

> employer.

> P.P.S. There are still very good people at BMC Support.

> 

> 

> 

> 

> "Wheeler, Dylan" <[EMAIL PROTECTED]> 

> Sent by: "Action Request System discussion list(ARSList)" 

> 

> 01/30/2007 01:13 PM

> Please respond to

> arslist@ARSLIST.ORG

> 

> 

> To

> arslist@ARSLIST.ORG

> cc

> 

> Subject

> Re: (ISS, 3-Medium)  SupID:XX (rant)

> 

> 

> 

> 

> 

> 

> hah,

> Today must be queue clearing day. I got the same thing on a ticket I

> opened on the 19th that hasn't been touched. 

> 

> -Original Message-

> From: Action Request System discussion list(ARSList)

> [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A.

> Sent: Tuesday, January 30, 2007 9:12 AM

> To: arslist@ARSLIST.ORG

> Subject: Re: (ISS, 3-Medium) SupID:XX (rant)

> 

> 

> Amen!

> 

> You're preaching to the chior brother.

> 

> Ben

> 

> -Original Message-

> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On

> Behalf Of Tony Worthington

> Sent: Tuesday, January 30, 2007 9:21 AM

> To: arslist@ARSLIST.ORG

> Subject: OT: (ISS, 3-Medium) SupID:XX (rant)

> 

> I love these ticket updates from support.

> 

> The ticket is still in "New" status (having been submitted 01/18/07) and

> 

> there are no updates (other than my original submission) except the 

> following message:

> 

> 

> BMC Customer Support <[EMAIL PROTECTED]> wrote on 01/30/2007 

> 07:44:05 AM:

> 

> > Dear Tony,

> > 

> > Has your problem (ISS) been resolved? Please notify us so we 

> > can close your issue or continue helping you.

> > 

> > Regards,

> > 

> > BMC Customer Support

> 

> 

> "Continue" helping me?  How about "start" helping me.  Oh, well, 

> nevermind; not worth the trouble.  JUST close it.  Not like I needed

> help 

> or anything.

> 

> *grr*

> 

> 

> 

> 

> 

> CONFIDENTIALITY NOTICE: 

> This is a transmission from Kohl's Department Stores, Inc.

> and may contain information which is confidential and proprietary.

> If you are not the addressee, any disclosure, copying or distribution or

> use of the contents of this message is expressly prohibited.

> If you have received this transmission in error, please destroy it and

> notify us immediately at 262-703-7000.

> 

> CAUTION:

> Internet and e-mail communications are Kohl's property and Kohl's reserves

> the right to retrieve and read any message created, sent and received. 

> Kohl's reserves the right to monitor messages to or from authorized Kohl's

> Associates at any time

> without any further consent.

> 

> ___

> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where

> the Answers Are"



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Re: Maybe OT: RPC Service Going Up/Down - RESOLVED

2007-01-31 Thread Heider, Stephen

It was not an issue with Remedy.  It was DNS and WINS.  Here is what
happened in case someone else experiences the same symptoms.

The DNS and WINS settings on the Remedy server were old.  All of the
other servers were updated but this server was overlooked.  The DNS and
WINS settings were finally purged from the network and instantly made
the Remedy server's settings invalid.

Stephen 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Wednesday, January 31, 2007 7:44 AM
To: arslist@ARSLIST.ORG
Subject: Maybe OT: RPC Service Going Up/Down

Windows Server 2003, SQL Server 2000, ARS 6.3 p17

The outside connection to our production Remedy server keeps going up
and down.  The Remedy system appears to be running fine.  I have been
receiving the morning email notifications fine (which are produced by
system processes running according to a schedule).
 
There are no errors logged at all in Remedy or SQL Server.  The Event
Log on the server does not show any errors that would contribute to this
issue.  There are 3 errors that occur every time someone logs into the
server via RDP:
 
Error 1: Userenv #1053 - "Windows cannot determine the user or computer
name. (The specified domain either does not exist or could not be
contacted. ). Group Policy processing aborted."
 
Error 2: MsGina #1010 -   "Failed to set the user's home directory
(Drive U: connected to Share \\TPAFS04\HOME)."
 
Error 3: Userenv #1053 - "Windows cannot determine the user or computer
name. (The specified domain either does not exist or could not be
contacted. ). Group Policy processing aborted."
 
Our remote system monitoring server is reporting that the RPC Server is
going up and down.  It could be that or instead it could be the
monitoring server is losing connection with the Remedy server and is
interpreting the event as the RPC Server going up and down.
 
Logging into the Remedy server via RDP is taking about 20 minutes.  It
does not get stuck in any one part of the login, but all parts are slow.
For example, connecting to the server takes about 5  minutes, loading
computer profiles takes about 5 minutes, loading personal profile takes
about 5 minutes, the login script takes about 5 minutes, etc.

Connecting to the SQL database with SQL Enterprise Manager (from another
computer) sometimes takes several minutes, and then sometimes
instantaneously.

It is shaping up to be an interesting morning. Good thing I have a pot
of Starbucks Espresso nearby.

On the surface it appears to be a server or network issue instead of a
Remedy issue.  No changes were made to the Remedy server yesterday or
today. No patches have been installed in several months.

Any ideas?

Stephen


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Oracle 10g

We recently upgraded our Oracle from 9i to 10g (10.2.0.2 + DST patches)
and the DBA would like to know about changing the optimizer setting.  On
9i it was set to RULE and 10g does not officially support RULE anymore
so he would like to change it to COST based. All indexes are analyzed
every night.

I know that this has probably been discussed on here before, but which
would be better for running ARS on?

Platform: Sun Solaris 9
Version:  ARS 6.03.00 Patch 19 (soon to be Patch 20)
Database: Oracle 10g (running on remote server) Approx ~ 60g data size

Fred Grooms 

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Failure during SQL operation to the database

2007-01-31 Thread Doornbos, Mark

Hi,
 
The Specs:
 
AR System 7
Windows 2003 Fully Patched
Oracle 10 Client installed and connection to the Database Tested and confirmed
Database is starting at 900 mg and will grow 16 Mg at a time
 
The Server itself is a dual Core with Lots of Horse Power, and lots of 
available Mem. Well above Spec from the compatibility List.
 
The Problem (or should I say Incident):
 
We're receiving this error message after the install of the AR Server. Has 
anyone come across this when installing AR System 7?
 
"Failure during SQL operation to the database (ARERR 552)"
 
Here's a snippet of the ARerror log:
 
"[Tue Jan 30 09:18:22.391] LoadApp- Processing component: GroupUser
[ERROR][Tue Jan 30 09:18:24.793] ImportFileNode- Non-zero rc in import of items 
in D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\Group.def, result 1
[WARNING][Tue Jan 30 09:18:24.793] ImportFileNode- 69 Creation of one of the 
SQL views for the form failed within the SQL database.
 
Operation completed successfully, but the SQL view is not in place. Group
[ERROR][Tue Jan 30 09:18:24.793] DefnImport- Defnimp failed, code 1, filename 
D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\Group.def
[ERROR][Tue Jan 30 09:18:26.785] ImportFileNode- Non-zero rc in import of items 
in D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\User.def, result 1
[WARNING][Tue Jan 30 09:18:26.785] ImportFileNode- 69 Creation of one of the 
SQL views for the form failed within the SQL database.
 
Operation completed successfully, but the SQL view is not in place. User
[ERROR][Tue Jan 30 09:18:26.785] DefnImport- Defnimp failed, code 1, filename 
D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\User.def
[ERROR][Tue Jan 30 09:18:26.785] LoadApp- At least one file in definitions list 
received non-zero rc"
 
 

  _  



Mark Doornbos
City of Winnipeg
Operations - Managed Hosting  
Business Technology Services

phone: 204.986.2508
fax: 204.986.5966

510 Main Street 
Winnipeg, MB R3B 1B9

   
  

 

 

 

 
 

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Re: Workflow

Thanks, John.  The manual's answer, if correct, would also point to the fact
that due to the syncronization of the interval Als, there would have to be
some client/server traffic for the server to accomplish that.  Would be nice
to run some logs and see how much.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Reiser, John J
Sent: Wednesday, January 31, 2007 6:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

Thank Michelle.

Rick, AFAIK the manual says all interval Active Links fire at the same time
for the same interval so it looks like three (3) Active Links set for three
(3) seconds each would all try to fire at the same time anyway.
RFE Time?

Thanks again to all, 


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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Ponzo
Sent: Tuesday, January 30, 2007 7:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

That's a great solution Michelle. Now all that's needed for real time is an
interval of 1...or create 3 active links that are set to interval 3...or
something like that

Rick Ponzo


Lucero, Michelle - IST contractor wrote:
> **
> Hi, John:
> "Now there is the issue of trying to activate/deactivate the interval 
> so it only runs when needed."
> It will stop when the qualification is no longer met. ($FIELDLABEL$ =
> "myfieldlabel")
> There is no need for an Active Link guide. I tested it without one. It

> starts and stops as desired.
> Michelle
>
> --
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Reiser, John J
> *Sent:* Tuesday, January 30, 2007 1:31 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> **
> Rick,
> Is it that much of a performance hit if the SET fields is done on the 
> CURRENT SCREEN of the AL?
> I mean, there should be no DB request for this action and anything 
> that would process a count would use some CPU time. Correct?
>
> John J. Reiser
> Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - 
> paraphrased by me
>
>
> --
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Tuesday, January 30, 2007 11:52 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> **
> Again, there is a performance price for the Interval, especially if 
> multiple users will be doing it at the same time. If it's a price that

> you can pay, then go for it.
> *Rick*
> --
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Reiser, John J
> *Sent:* Tuesday, January 30, 2007 8:29 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> **
> Darshana, Rick, Dan & Saravanan,
> The enhancement request for the full client and the Midtier would be 
> great but there is an alternative with AL workflow and the interval.
> Granted it has a minimum of 3 seconds but you could fire a set fields 
> on interval that counts the length of the current field and subtracts 
> it from the known max length of the field.
> Now there is the issue of trying to activate/deactivate the interval 
> so it only runs when needed. Maybe inside an AL Guide?
>
> John J. Reiser
> Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - 
> paraphrased by me
>
>
> --
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] *On Behalf Of *Daniel Bloom
> *Sent:* Tuesday, January 30, 2007 10:04 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Workflow
>
> **
>
> I would suggest submitting it as an enhancement request.
>
> Rick Cook replied back in November with
>
> "**
>
> You could possibly do it in a View field, using either some OLE or 
> Java function. That would be my best guess. I can't think of any 
> native ARS way to do it.
>
> **Rick**
>
> I concur or
>
> It sounds like something BMC Remedy could add to the Web Client.
>
> Of course all such things will add weight to the web client and slow 
> things down.
>
> (I am sure the clever webbish folks can come up with a work around, 
> based on what Rick has suggested)
>
> but I suspect the extra pro

Re: Mid-Tier error (ARERR 9351)

2007-01-31 Thread Lucero, Michelle - IST contractor

Hi, Nathan:
 
I see that your patch level for ARS 6.3 is 17.  What patch level is your
Mid-Tier 6.3?  
 
We use to see this error on older patch versions of Mid-Tier 6.3. I
distinctly remember receiving this in random places on Mid-Tier 6.3
Patch 5 and 13, even with an Administrator log on.
 
I have to admit that we haven't seen it since moving to Mid-Tier 7.0.0
Patch 1 (prod), nor Mid-Tier 7.0.01 Patch 1 in dev.  I also don't
remember seeing it on Mid-Tier 6.3 P17.
 
Hope that helps,
Michelle



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Foy, Nathan
Sent: Tuesday, January 30, 2007 9:08 PM
To: arslist@ARSLIST.ORG
Subject: Mid-Tier error (ARERR 9351)


** 

Anyone have any suggestions on how we can fix this error ARERR 9351 on
the mid-tier?

Users are getting this error when attempting to open/view an existing
request from the Requester or Support Consoles.  They select a request
from the table and hit  or click on View button to open request.
An error pops up stating "Unable to setup data connection which is
preventing the application from working correctly. (ARERR 9351)".  When
you click on Ok, the error box disappears and the screen remains blank
until you hit the Back arrow.

The same user can successfully open the request from the client
Requester tool.  This is only happening on the mid-tier client.

If you give the user Administrator permissions, the request(s) open from
the mid-tier just finewithout the error.  Remove Administrator
permissions and the error returns.


I ran the logs and found the log stopped at the  belowwhen it
popped the error.  Successfully opening a request continues past the
break below and opens the request.

ActiveLink: RR:RHR-cmdMyRequestDetails2

True actions:

 action 0

ARACTOpenQueryWindow(etnmem2ap17, HPD:HelpDesk, Requester-ReadOnly,
Current, 4, [object Object], 1, [object Object], 0,null,null)

EVENT: WindowClose

ActiveLink: RR:RHR-OnClose

True actions:

 action 0

ARACTProcess("SET-CHANGE-FLAG 0", 1)

Process: SET-CHANGE-FLAG

<-   
>

Field_ExpandDefaultValues()

Action:NewSearch

ARStateChange NONE -> QUERY

EventClearFields()

EVENT: WindowOpen

Field_Defaults(0,1,0)

The event seems to fail while attempting to open/expand the HPD:HelpDesk
form.

Server enviornment

ARS 6.03 Patch 17

MT 6.03

Help Desk 5.6

Windows 2003

SQL Server

Client environment

Windows XP Service Pack 2

IE 6.0.2900.2180 

Any ideas on how we can address this problem?

Nathan Foy

Senior Remedy Administrator

The ServiceMaster Company, Inc

889 Ridge Lake Blvd, C2-1150

Memphis, TN 38120

Tel: (901) 597-7744

Fax: (901) 537-1726

CONFIDENTIALITY NOTICE: the information contained in this e-mail,
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Re: ARLogAnalyzer output

2007-01-31 Thread Misi Mladoniczky

Hi,

I usually focus on the number of calls with "no gap", compared to the
total number of calls.

To this end our rrrLog-tool presents a percentage for a gap less than 1,
0.1, 0.01, 0.001 and 0.0001 seconds.

http://www.rrr.se/tmp/rrrLogThread.html

You have to decide what "no gap" means. My experience tell me to look at
the "less than 0.01 seconds" column.

To get the exact number of times the server has queued calls, Server
Statistics would be the way to go.

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

> I've spent countless hours reading and analyzing files like this and
> troubleshooting performance problems for the last couple years with more
> than 70% increase in performance. In my case the AVG Idle time was
> less than a second and in some cases very close to zero.  We ended up
> doubling the number of threads, twice and saw a dramatic improvement.
> While this may be subjective, I would increase your threads, but without
> knowing how many you already have It's hard to say by how much.  Though
> I'll stick my neck out and say, increase by about a third and evaluate
> your hardware performance during system load to determine whether it will
> remain that much, AND look at new logs again, then adjust from there.   By
> looking at your numbers too, I might suggest increasing Fast threads more
> than List.
>
> This is however a subjective and difficult to say how much better your
> system will be without just doing it and by trial and error.   If you
> would like more info, or if I can further answer questions, contact me.
>
> Thanks,
> Rem
>
>
> Date: Tue, 30 Jan 2007 11:16:59 -0800From: [EMAIL PROTECTED]:
> ARLogAnalyzer outputTo: [EMAIL PROTECTED] Hello, I haven't had much
> occasion to use the log analyzer very much, and I want to make sure I'm
> interpreting the results correctly as part of thread tuning.  In
> determining if I need to increase my threads, which column is more
> important, the "AVG Idle Time" or the "MIN Idle Time"?  I can see it
> either way and was hoping someone would share their experience. Thanks,
> Thad API STATISTICS BY THREAD IDQueue  Thread   CountGaps  MIN
> Idle Time  MAX Idle Time  AVG Idle Time Total Idle Time--
> -- --- --- -- -- --
> ---Admin  001772  83  83 0.0150
> 46:01.622055.63441:16:57.6600Fast   000744   4,015
> 4,014 0.015017.8430 1.10341:13:49.3890Fast
>   001432   3,977   3,976 0.016019.1870 1.1128
>   1:13:44.7590Fast   001784   3,988   3,987 0.0160
> 12.8110 1.11311:13:57.9920Fast   001956   3,868
> 3,867 0.13.4830 1.14281:13:39.5520Fast
>   002264   3,970   3,969 0.016012.8280 1.1217
>   1:14:12.0360Fast   003660   3,983   3,982 0.0150
> 19.5150 1.11541:14:01.7290Fast   003832   3,950
> 3,949 0.016012.8120 1.11451:13:21.3690List
>   001284   1,478   1,477 0.031019.9840 2.6610
>   1:05:30.3070List   001508   1,684   1,683 0.
> 14.8270 2.43141:08:12.1150List   001580   1,384
> 1,383 0.062014.4050 2.62661:00:32.6020List
>   001616   1,523   1,522 0.16.1870 2.4974
>   1:03:21.1640List   001732   1,519   1,518 0.
> 13.9830 2.53071:04:01.7340List   001752   1,454
> 1,453 0.13.0150 2.59781:02:54.6550List
>   001924   1,499   1,498 0.14.2340 2.5749
>   1:04:17.3310List   001952   1,565   1,564 0.
> 14.4370 2.49321:04:59.4360
> ***IMPORTANT NOTICE: This communication, including any attachment,
> contains information that may be confidential or privileged, and is
> intended solely for the entity or individual to whom it is addressed. If
> you are not the intended recipient, you should delete this message and are
> hereby notified that any disclosure, copying, or distribution of this
> message is strictly prohibited. Nothing in this email, including any
> attachment, is intended to be a legally binding
> signature.***__20060125___This posting was submitted
> with HTML in it___
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Re: Mid-Tier Performance

2007-01-31 Thread Nick Hromyak

I am pursuing the same issue.

What are your Server hardware specs?

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

2007-01-31 Thread Jim Ashton

Hi, Joe.

If I understand your problem correctly, I think you may need a UNION query.

Something similar to that below:

SELECT Col1, Col2
FROM Table1
UNION
SELECT Col1, Col2
FROM Table2


This assumes Col1 is a compatible data type in both Table1 and Table2, as 
is Col2. This will give you the entire set of data from both tables in one 
view; that is if each table contains 10 records, the view will consist of 
20 records.

Cheers,
Jim.

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ITSM 7 MidTier Install

2007-01-31 Thread Frank Caruso

We are running ARS 6.03 p20 on Solaris and the MidTier is running on LINUX
with Apache and Tomcat

I seemed to have been able to install midTier 7 Patch1. I can get the login
page to appear but then the next pages are all blank, with the NO source code.

Any thoughts?

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Re: DMZ Mid-Tier

2007-01-31 Thread Nick Hromyak

Specified a high port config
Secure websites = HTTPS:
  (our HTTPS has a connectivity timelimit)
Implement AREA for LDAP integration for password requirements.

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System Requirements (W2k3 ram?) / performance

2007-01-31 Thread Nick Hromyak

I have been told our Remedy server should have 1GIG of ram per processor.  
Is this a basic standard?

Our web performance seems hesitant.  After logging on, it take 3  5 
seconds for the home page to come up.  Then another 1  2 seconds for 
Support Console to come up.  Other pages seems fine.

The Mid-Tier does not show performance problems, although I am not sure 
what more to turn on for logging.  I currently have Warnings (usually set 
to Severe) with Cache, Performance, Servlet, Web Services being logged.

80 concurrent users during the day - all are using the Mid-Tier interface.

Remedy Apps = ARS 6.3, HD 6.0, CHG 6.0, AM 6.0 (AM is not in use yet).

We have (3) three separate servers for our Remedy environment
All are Windows 2003
(1)Remedy,  (1)MS SQL 2003, and (1) Mid-Tier with IIS 6.0 (Asapi).
Each server has two (2) dual-core 2.8Ghz or better processors, and 1GB NICs.

Our Remedy server only has 1GB of ram.
SQL server has 4GB of ram.
IIS has 2GB of ram.

All Windows performance instances and monitoring shows all of our servers 
are running as well as can be.  None of the major sub-systems (processor, 
network, memory) are being utilized over 50%.  The threads; fast = 2/4 list 
= 2/8.  Given the little processing time/power, it seems like this could go 
higher, if we had a larger load.

Both our DB and IIS server will support other applications.  Hence, they 
are only being throttled-down to around 1GB of ram.
Drive space seems unlimited.

Thanks in advance.

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Re: .exe vs .msi

2007-01-31 Thread Chris Rom

I second that motion.

Rgds,

Chris

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Re: (ISSXXXXXXXX, 3-Medium) SupID:XXXXXX (rant)

Indeed.  Misclassifying issues can be the equivalent of crying wolf, and can
cause support to not respond in a timely manner when you really need them
to.  If you must up-classify something that is more time-sensitive than
critical, do so sparingly, and only when you really can justify it.  Abusing
the process can get all of your tickets ignored.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, January 31, 2007 6:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: (ISS, 3-Medium) SupID:XX (rant)

Mario,

Yes they should. However please use the Severity values correctly:

Ref:
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_39703040,00
.html

"
Severity Level 1 = Critical Service Impact

Issue critically affects the primary business service, major application, or
mission critical system. Customer resources should be available and willing
to work on a 24x7 basis with BMC to resolve the issue. Characteristics of a
Severity 1 issue include:

  Business service is not operational
  Production system crashes
  Data integrity at risk
  Production backup and recovery operations fail.
"

Also please note that your BMC support contracts only really buy you defined
"Initial Response Goals" based on . ( Which simply is not "resolution
time".) Yes they do all they can to get you to resolution, but... there are
limits to the amount of effort they will devote to your issue if you are not
paying for the highest levels of support.
(And the sky is almost the limit to the "highest levels of support".
They do, last time I really looked, offer "custom support options" for those
companies who really want to spend +22% support bills per year too. Options
like... they will keep physical hardware with your custom application on it,
and actually support it. :) )

RE:
http://www.bmc.com/info_center_support/overview/0,,19097_4736154_39482584,00
.html

--
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 1/31/07, "Mario Röhr" <[EMAIL PROTECTED]> wrote:
> Hi all,
>
> we noticed, that BMC Support reacts on Request that are submitted with
priority _Critical'.
>
> So you have to submit the requests with Priority:1-Critical
> HTH

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Changed-By-Another-Check: Y

2007-01-31 Thread Mathieu Pitre

Hi all,

Long time no see. I have a new employer with some new challenges...

Here is my question:

How can I update the core Field "Modified Date" from another form without 
displaying the "Changed-By-Another-Check" error message when someone is 
editing the record. In fact, the application is an in-house service desk. 
It is used to create requests and work orders. Now, the client wants me to 
remove the message that the user is getting when he/she creates a work 
order from the request.

When a user creates a work order, he/she creates it from the request entry. 
Now, if the user save the work order, an active link Set Field (SQL) is 
fired to update the "Modified Date" in the request entry. Then if the user 
add something in the Request entry and save the entry he/she gets 
the "Changed-By-Another-Check" error message. The user know that the 
message notify him/her about is/her own change and therefore they would 
like to remove this warning message.

Is there any mechanism which would allow me to remove the message for this 
particular scenario? I know that I could remove the message from the 
ars.conf file but this will remove the warning message for the entire 
server.

Mathieu Pitre

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Tips for dealing with Remedy's new support site

2007-01-31 Thread Joseph Kubasek


Here is a few of things I stumbled over that may reduce your frustration
level in using the new support site.

* When you are defining "My Product List", if you first enter a string in
the 'Product Name' field, then the menu only returns items that contain that
string.

* The search is case insensitive.

* "BMC Remedy AR System Server" is for version 7+.

* "Remedy AR System Server" is for version 6.0 and 6.0.3.

--
Joseph Kubasek
Office of Information Technology
The Ohio State University

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JOB: Permanent Remedy Developer - Singapore

2007-01-31 Thread James Tobin

JOB:

List,

Our client is recruiting several permanent remedy ars developers for their
Singapore office.  

Consequently, we would be keen to receive resumes from those individuals
that may be interested in relocating to Singapore.  Further information
concerning our client and their projects aswell as specific skill
requirements will be discussed with those who may be interested.

Proposed roles will focus on requirement analysis, design, development and
support of Remedy based applications.  As a benchmark candidates should have
experience of version 5 or above and preferably at least 1-2 year's
comprehensive ITSM experience.  Furthermore, Oracle (or Sybase) DB
experience is mandatory and it would be beneficial if you have at least 1-2
years worth of experience with Java and 1-2 years experience in scripting
languages such as Jscript, Perl or Shell.

Please also include your current salary and package details (i.e. bonus etc)
aswell as availability (i.e. notice period).

I can be contacted using email address [EMAIL PROTECTED]

All the best,
James

. . . . . . . . . 

James Tobin
Cubicegg 
+44 (0) 870 720 1074 - office
+44 (0) 7952 145 127 - mobile

To learn more about Cubicegg please visit our website at
http://www.cubicegg.com

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Re: Remedy Client Uninstaller?

2007-01-31 Thread Michiel Beijen

This was what I was looking for, found it today in the Release Notes 700
guide:

Keeping settings from pre-6.3 BMC Remedy User
Although upgrading BMC Remedy User is not supported, you can keep your
old settings from pre-6.3 versions of the tool.
* To keep your server lists, saved searches, and reports

  1. Do not uninstall the pre-6.3 BMC Remedy User.
  2. Install the new BMC Remedy User tool into a different directory
  from your pre-6.3 tool.
  3. Uninstall the pre-6.3 BMC Remedy User.

The current BMC Remedy User installer will copy your settings from the old
pre-6.3 directory to the new directory. This way you can keep your server
lists, saved searches, and reports.

Kind regards,

Michiel

On 1/26/07, Pavan Kumar Av (Consultant) <[EMAIL PROTECTED]> wrote:

**

You can try to install the new user tool in different directory, this
generally helps as this avoids installation problem and also this can be
done widely in all networked PC's at one stretch.

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]

-Original Message-
 From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen
 Sent: Friday, January 26, 2007 5:29 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Remedy Client Uninstaller?

I believe this is mentioned in the instructions.

You should just check in your procedures wheter or not there is a 5.x

client installed and then uninstall that, before you install 7.

--

Michiel

On 1/25/07, Stephen Lumini <[EMAIL PROTECTED]> wrote:

> **

> Hey all,

>

> Anyone ever come across a Universal Uninstaller?  We have a number of
users

> still using the 5.1.2 user tool and plan to upgrade them to 7.0.1.
However,

> when they use the 7 client.exe file, it does not uninstall the 5.1.2
client

> at all.

>

> As this is may be a manual process, we want to make sure it's as easy as

> possible for the users.

>

> Later

> Stephen

>

>  

> Make free worldwide PC-to-PC calls. Try the new Yahoo! Canada Messenger
with

> Voice __20060125___This posting was

> submitted with HTML in it___

>

>

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Re: Changed-By-Another-Check: Y

My question would be why are you using SQL to update a record.  Why not
use a filter Push Fields action? 

Another option...  Open the Work Order in a Dialog.  When they save the
Work Order (and close it) you could then auto save the Request.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mathieu Pitre
Sent: Tuesday, January 30, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Changed-By-Another-Check: Y

Hi all,

Long time no see. I have a new employer with some new challenges...

Here is my question:

How can I update the core Field "Modified Date" from another form
without displaying the "Changed-By-Another-Check" error message when
someone is editing the record. In fact, the application is an in-house
service desk. 
It is used to create requests and work orders. Now, the client wants me
to remove the message that the user is getting when he/she creates a
work order from the request.

When a user creates a work order, he/she creates it from the request
entry. 
Now, if the user save the work order, an active link Set Field (SQL) is
fired to update the "Modified Date" in the request entry. Then if the
user add something in the Request entry and save the entry he/she gets
the "Changed-By-Another-Check" error message. The user know that the
message notify him/her about is/her own change and therefore they would
like to remove this warning message.

Is there any mechanism which would allow me to remove the message for
this particular scenario? I know that I could remove the message from
the ars.conf file but this will remove the warning message for the
entire server.

Mathieu Pitre

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Re: Changed-By-Another-Check: Y

2007-01-31 Thread H G


Hi,

You should be able to disable the change-flag on the field to stop this from
happening.

Regards
Harjit Gill

Remedy ARS Developer
[EMAIL PROTECTED]

On 30/01/07, Mathieu Pitre <[EMAIL PROTECTED]> wrote:


Hi all,

Long time no see. I have a new employer with some new challenges...

Here is my question:

How can I update the core Field "Modified Date" from another form without
displaying the "Changed-By-Another-Check" error message when someone is
editing the record. In fact, the application is an in-house service desk.
It is used to create requests and work orders. Now, the client wants me to
remove the message that the user is getting when he/she creates a work
order from the request.

When a user creates a work order, he/she creates it from the request
entry.
Now, if the user save the work order, an active link Set Field (SQL) is
fired to update the "Modified Date" in the request entry. Then if the user
add something in the Request entry and save the entry he/she gets
the "Changed-By-Another-Check" error message. The user know that the
message notify him/her about is/her own change and therefore they would
like to remove this warning message.

Is there any mechanism which would allow me to remove the message for this
particular scenario? I know that I could remove the message from the
ars.conf file but this will remove the warning message for the entire
server.

Mathieu Pitre


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Re: Tips for dealing with Remedy's new support site

2007-01-31 Thread Lucero, Michelle - IST contractor

Another related tip, I noticed when submitting a new issue, the Product*
field is read-only when first attempting to add information.  This
forces one to select from the attached menu.  
 
The work-around for this is to select from the field to the right and
select "All Products".  This appears to enable the Products field.
 
At this point, you can a product name and select from the menu and only
those items matching %product% will appear in the Product* menu.
 
Thanks,
Michelle



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joseph Kubasek
Sent: Wednesday, January 31, 2007 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Tips for dealing with Remedy's new support site


** Here is a few of things I stumbled over that may reduce your
frustration level in using the new support site.

* When you are defining "My Product List", if you first enter a string
in the 'Product Name' field, then the menu only returns items that
contain that string. 

* The search is case insensitive.

* "BMC Remedy AR System Server" is for version 7+.

* "Remedy AR System Server" is for version 6.0 and 6.0.3.

--
Joseph Kubasek
Office of Information Technology 
The Ohio State University
__20060125___This posting was submitted with HTML in
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Re: Issues since patch #19 or #20 - Uh-Oh

Here is another observation...   I just extracted from the tar file the
solaris install for Patch 20.  Why is there HP-UX, AIX, and Linux
binaries in a Solaris tar file?  

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST
contractor
Sent: Tuesday, January 30, 2007 2:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

Carey,
Maybe in this case, WE ARE QA?  

On a good note, we did go the installation executables path.  We
upgraded our ARS, Email, and Flashboards 6.3 P18 to ARS 6.3 P20 on a
Windows 2003/Remote SQL Server environment. We uninstalled Mid-Tier
7.0.0 Patch 1 from our Windows 2003/IIS/Servlet Exec server, before
installing Mid-Tier 7.0.1 Patch 1 on Windows 2003/IIS 6/Apache Tomcat
1.6.0.
All components were upgraded with the installation executables.

So far so good, but its in our dev environment.

Michelle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Tuesday, January 30, 2007 12:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

Was this release tested?  No sarcasm intended.

A customer should reasonably expect that before QA (Quality Assurance)
gets their hands on a patch that the "release" would be finalized and
any problems that QA finds would be fixed (and spawn a new release set
to be retested by QA) before it is released to the customers. The QA
approved release should be the exact form that it was released to QA,
because there were zero bugs/problems found by QA.

I mean if QA has Engineering do the install/setup it is not exactly a
fair test now is it? ( Well, it certainly does not test everything that
obviously needs to be tested. )

--
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 1/30/07, Axton <[EMAIL PROTECTED]> wrote:
> **
> When was this patch released?
>
> Axton

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Re: ITSM 7 MidTier Install

2007-01-31 Thread Lucero, Michelle - IST contractor

Hi, Frank:

We had the same issue after a 7.0.01 Patch 1 install on Windows 2003/IIS
6/Apache Tomcat, Java 1.6.

Updating the Initial and Maximum Memory Pool helped us.
On your Mid-Tier server,
Go to Configure Tomcat
Click the Java tab
Enter a reasonable Initial Memory pool in megabytes
Enter a reasonable Maximum Memory Pool in megabytes (based on the Memory
available on your server)
We then restarted IIS or rebooted and it came up.

I think someone provided a link to Apache Tomcat setup information
yesterday.  You may want to check that for some base numbers.

By the way, I've been told that it is best to have 2 gigs of RAM on a
stand-alone Mid-Tier server.

Hope that helps,
Michelle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Tuesday, January 30, 2007 12:21 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 MidTier Install

We are running ARS 6.03 p20 on Solaris and the MidTier is running on
LINUX
with Apache and Tomcat

I seemed to have been able to install midTier 7 Patch1. I can get the
login
page to appear but then the next pages are all blank, with the NO source
code.

Any thoughts?


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Re: Apple Safari Web Interface

2007-01-31 Thread Gene Ushinsky

That's true. However, most users get by with Safari for their daily work
and don't have FireFox installed.
Gene

geneushinsky

OIT - Service Desks Support Manager, BYU

[EMAIL PROTECTED] | MB 161A | 801.422.2716

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, January 30, 2007 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Apple Safari Web Interface

I did want to mention that Firefox 1.5 and above is currently supported
on Mac OS X (as is Mozilla).  Just want to make sure that folks don't
think that there is no "Remedy support" on Mac OS X.  The conversation
here has been about Safari support for AR System.

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 Gene Ushinsky
Sent: Tuesday, January 30, 2007 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Apple Safari Web Interface

Thanks to all who replied to my post. I guess we can hope that with
Safari 3.0 (Leopard) Remedy support will come back to Mac OS X.

Gene


> From: John Baker <[EMAIL PROTECTED]>
> Organization: J System Solutions Limited
> Reply-To: 
> Newsgroups: public.remedy.arsystem.general
> Date: Tue, 30 Jan 2007 09:01:34 +
> To: 
> Subject: Re: Apple Safari Web Interface
> 
> Carey,
> 
> Actually,  you're wrong. Safari is probably more standards compliant 
> than IE - it's built on the KHTML rendering engine.
> 
> It's not hard to make something work with all browsers, bearing in 
> mind that all browsers deviate from the standards in some way. BMC 
> have simply chosen not to, I assume because of cost/lack of skills.
> 
> 
> John
> 
> 

__>
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Re: Tips for dealing with Remedy's new support site

2007-01-31 Thread strauss

I have found that it is worth the initial effort to go ahead and define
your products list, since it saves an awful lot of time later when you
avoid scrolling through pages of BMC products to find yours. It is even
more useful to define your custom product list under documentation, a
separate process, after which you get regular email updates with direct
links to the pdf files as new release notes, technical bulletins, and
other documents are released. IMHO, that is by far the best feature of
the new supportweb.

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

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST
contractor
Sent: Wednesday, January 31, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tips for dealing with Remedy's new support site


** 
Another related tip, I noticed when submitting a new issue, the Product*
field is read-only when first attempting to add information.  This
forces one to select from the attached menu.  
 
The work-around for this is to select from the field to the right and
select "All Products".  This appears to enable the Products field.
 
At this point, you can a product name and select from the menu and only
those items matching %product% will appear in the Product* menu.
 
Thanks,
Michelle

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joseph Kubasek
Sent: Wednesday, January 31, 2007 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Tips for dealing with Remedy's new support site


** Here is a few of things I stumbled over that may reduce your
frustration level in using the new support site.

* When you are defining "My Product List", if you first enter a string
in the 'Product Name' field, then the menu only returns items that
contain that string. 

* The search is case insensitive.

* "BMC Remedy AR System Server" is for version 7+.

* "Remedy AR System Server" is for version 6.0 and 6.0.3.

--
Joseph Kubasek
Office of Information Technology 
The Ohio State University
__20060125___This posting was submitted with HTML in
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Re: ITSM 7 MidTier Install

2007-01-31 Thread Roney Samuel Varghese


Dear Frank,
Do you get a message on the status bar which says user
unable to load userdata.js ? If you do then to resolve this you need to have
an AR System User Preference entry setup with the correct Timezone set for
each user. Hope this helps.

Regards,
Roney Samuel Varghese

On 1/30/07, Frank Caruso <[EMAIL PROTECTED]> wrote:


We are running ARS 6.03 p20 on Solaris and the MidTier is running on LINUX
with Apache and Tomcat

I seemed to have been able to install midTier 7 Patch1. I can get the
login
page to appear but then the next pages are all blank, with the NO source
code.

Any thoughts?


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

2007-01-31 Thread Axton

Because they have an overabundance of bandwidth they need to burn up when
distributing these things, just to stress test the network and ftp server.

Axton

On 1/31/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:

Here is another observation...   I just extracted from the tar file the
solaris install for Patch 20.  Why is there HP-UX, AIX, and Linux
binaries in a Solaris tar file?

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST
contractor
Sent: Tuesday, January 30, 2007 2:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

Carey,
Maybe in this case, WE ARE QA?

On a good note, we did go the installation executables path.  We
upgraded our ARS, Email, and Flashboards 6.3 P18 to ARS 6.3 P20 on a
Windows 2003/Remote SQL Server environment. We uninstalled Mid-Tier
7.0.0 Patch 1 from our Windows 2003/IIS/Servlet Exec server, before
installing Mid-Tier 7.0.1 Patch 1 on Windows 2003/IIS 6/Apache Tomcat
1.6.0.
All components were upgraded with the installation executables.

So far so good, but its in our dev environment.

Michelle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Tuesday, January 30, 2007 12:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Issues since patch #19 or #20 - Uh-Oh

Was this release tested?  No sarcasm intended.

A customer should reasonably expect that before QA (Quality Assurance)
gets their hands on a patch that the "release" would be finalized and
any problems that QA finds would be fixed (and spawn a new release set
to be retested by QA) before it is released to the customers. The QA
approved release should be the exact form that it was released to QA,
because there were zero bugs/problems found by QA.

I mean if QA has Engineering do the install/setup it is not exactly a
fair test now is it? ( Well, it certainly does not test everything that
obviously needs to be tested. )

--
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 1/30/07, Axton <[EMAIL PROTECTED]> wrote:
> **
> When was this patch released?
>
> Axton

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Re: Failure during SQL operation to the database

2007-01-31 Thread Roney Samuel Varghese


Dear Mark,
   I have seen a lot of these issues come up only with the
Oracle database I would suggest you to upgrade Oracle to the latest patch
probably to 10.2.0.2. Once that is done try installing ARS 7.0.1 on it. Hope
this help.

Regards,
Roney Samuel Varghese


On 1/31/07, Doornbos, Mark <[EMAIL PROTECTED]> wrote:


** Hi,

*The Specs:*

 AR System 7
Windows 2003 Fully Patched
Oracle 10 Client installed and connection to the Database Tested and
confirmed
Database is starting at 900 mg and will grow 16 Mg at a time

The Server itself is a dual Core with Lots of Horse Power, and lots of
available Mem. Well above Spec from the compatibility List.

*The Problem (or should I say Incident):*

We're receiving this error message after the install of the AR Server. Has
anyone come across this when installing AR System 7?

"Failure during SQL operation to the database (ARERR 552)"

Here's a snippet of the ARerror log:

"[Tue Jan 30 09:18:22.391] LoadApp- Processing component: GroupUser
[ERROR][Tue Jan 30 09:18:24.793] ImportFileNode- Non-zero rc in import of
items in D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\Group.def, result
1
[WARNING][Tue Jan 30 09:18:24.793] ImportFileNode- 69 Creation of one of
the SQL views for the form failed within the SQL database.

Operation completed successfully, but the SQL view is not in place. Group
[ERROR][Tue Jan 30 09:18:24.793] DefnImport- Defnimp failed, code 1,
filename D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\Group.def
[ERROR][Tue Jan 30 09:18:26.785] ImportFileNode- Non-zero rc in import of
items in D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\User.def, result 1
[WARNING][Tue Jan 30 09:18:26.785] ImportFileNode- 69 Creation of one of
the SQL views for the form failed within the SQL database.

Operation completed successfully, but the SQL view is not in place. User
[ERROR][Tue Jan 30 09:18:26.785] DefnImport- Defnimp failed, code 1,
filename D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\User.def
[ERROR][Tue Jan 30 09:18:26.785] LoadApp- At least one file in definitions
list received non-zero rc"


--

Mark Doornbos
City of Winnipeg
Operations - Managed Hosting
Business Technology Services

phone: 204.986.2508
fax: 204.986.5966

510 Main Street
Winnipeg, MB R3B 1B9











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Re: Failure during SQL operation to the database

2007-01-31 Thread Doornbos, Mark

Thanks Roney,
 
We'll look into that. If we decide to upgrade, I'll let you know if it resolved 
this issue.
 
mjd

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Roney Samuel Varghese
Sent: January 31, 2007 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Failure during SQL operation to the database


** Dear Mark,
I have seen a lot of these issues come up only with the Oracle 
database I would suggest you to upgrade Oracle to the latest patch probably to 
10.2.0.2. Once that is done try installing ARS 7.0.1 on it. Hope this help. 

Regards,
Roney Samuel Varghese



On 1/31/07, Doornbos, Mark < [EMAIL PROTECTED]> wrote: 

** 
Hi,
 
The Specs:
 

AR System 7
Windows 2003 Fully Patched
Oracle 10 Client installed and connection to the Database Tested and confirmed
Database is starting at 900 mg and will grow 16 Mg at a time
 
The Server itself is a dual Core with Lots of Horse Power, and lots of 
available Mem. Well above Spec from the compatibility List.
 
The Problem (or should I say Incident):
 
We're receiving this error message after the install of the AR Server. Has 
anyone come across this when installing AR System 7?
 
"Failure during SQL operation to the database (ARERR 552)"
 
Here's a snippet of the ARerror log:
 
"[Tue Jan 30 09:18:22.391] LoadApp- Processing component: GroupUser
[ERROR][Tue Jan 30 09:18:24.793] ImportFileNode- Non-zero rc in import of items 
in D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\Group.def, result 1
[WARNING][Tue Jan 30 09:18:24.793] ImportFileNode- 69 Creation of one of the 
SQL views for the form failed within the SQL database.
 
Operation completed successfully, but the SQL view is not in place. Group
[ERROR][Tue Jan 30 09:18:24.793] DefnImport- Defnimp failed, code 1, filename 
D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\Group.def
[ERROR][Tue Jan 30 09:18:26.785] ImportFileNode- Non-zero rc in import of items 
in D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\User.def, result 1
[WARNING][Tue Jan 30 09:18:26.785] ImportFileNode- 69 Creation of one of the 
SQL views for the form failed within the SQL database.
 
Operation completed successfully, but the SQL view is not in place. User
[ERROR][Tue Jan 30 09:18:26.785] DefnImport- Defnimp failed, code 1, filename 
D:\apps\AR System\cowsvdas01\ARSERVER\SAMPLES\en\User.def
[ERROR][Tue Jan 30 09:18:26.785] LoadApp- At least one file in definitions list 
received non-zero rc"
 
 

  _  



Mark Doornbos
City of Winnipeg
Operations - Managed Hosting  
Business Technology Services

phone: 204.986.2508
fax: 204.986.5966

510 Main Street 
Winnipeg, MB R3B 1B9


  

 

 

 

 
 
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Re: ARS 7.0 Install as non-root user

2007-01-31 Thread Dwayne Martin

Hi Axton,

Some time ago you offered to help me if I ran into problems
doing a non-root install in ARS 7.01.  I hope that offer is
still good.

Here is what happened.  The install went OK, after a few
snags.  But when we restart the system we get all sorts of
messages about improperly defined objects.

Some of these are about filters.  In each case the filter is
not in the filter list in the Admin tool for the new database.
 But when I try to import the missing filter from the old
database I get "This violates a unique index."  The filter IS
in the "filter" table.

I am working with Remedy support.  They sent me a script for
updating the number of actions in the "filter" record.  The
problem is that the "filter" record for each filter has the
same number of actions in the new database as in the old. So I
don't think that the "numactions" is the problem.

There is one message about the number of actions, but it
doesn't say what the filter is.  This is even more worrisome.
There are quite a few messages where they don't even say what
the object is.

I am attaching a screen print of the start-up messages.  If
you have time to look at them I would be glad for your
suggestions.  If not, I realize that we are all busy people.

Like I say, I am working with Support, but I would still be
glad for your opinion.

Best Wishes,
Dwayne Martin

PS: We are installing on RedHat Linux, Oracle 10 db

 Original message 
>Date: Thu, 7 Dec 2006 14:50:28 -0500
>From: Axton <[EMAIL PROTECTED]>  
>Subject: Re: ARS 7.0 Install as non-root user  
>To: arslist@ARSLIST.ORG
>
>   **
>   Installing as non-root works well on solaris for the
>   7.0.01 release.  Here are the steps I used:
>
>   Step 1: Upload Installation Media
>   Step 2: Identify and remove server side direct sql
>   workflow (there is a known bug in the upgrade
>   process if there is direct sql server side workflow;
>   not sure if related to unicode upgrade or not)
>   Step 3: Stop Remedy
>   Step 4: set the necessary environment variables
> LC_ALL
> LANG
> Oracle Env Vars for 10g
> unset ARNONROOTINSTALL; ARNONROOTINSTALL=TRUE;
>   export ARNONROOTINSTALL
> unset AROS; AROS=SOLARIS; export AROS
> # Precautions to work around SW00253401 - certain
>   custom background images cause arserverd to core
>   dump - solaris specific solution
> LD_PRELOAD=libumem.so; export LD_PRELOAD
> unset UMEM_DEBUG
> unset UMEM_LOGGING
>   Step 5: Create a backup of the filesystem
>   Step 6: Upgrade ARServer - run ar_install using your
>   non-root account
>
>   The key here is the env var ARNONROOTINSTALL.
>
>   Axton Grams
>
>   On 12/7/06, Dwayne Martin <[EMAIL PROTECTED]> wrote:
>
> I am planning to install ARS 7.0.01 as non-root on
> a Red-Hat
> Linux server (Oracle 10 db).  I came upon the
> exchange shown
> below, which suggests installing as root, then
> changing the
> object ownerships afterwards.
>
> The only disadvantage I see is that I would need
> to get root
> permissions, which I don't normally have.
>
> Has anyone succeed in installing ARS 7 as non-root
> on a Unix
> or Linux platform?
>
> Does anyone have any additional advice to offer?
>
> Dwayne Martin
> James Madison University
>
> *** previous exchange *
>
> Date: Tue, 25 Jul 2006 11:47:14 -0400
> Reply-To: arslist@ARSLIST.ORG
> Sender:   "Action Request System discussion
> list(ARSList)"
>  
> From: Kevin Shaffer
> <[EMAIL PROTECTED]>
> Subject:  ARS 7.0 Install as non-root user
> Content-Type: text/plain; charset="iso-8859-1"
>
> We are unable to get 7.0 to install successfully
> as a non-root
> user, however it works fine installing as a root
> user.  Has
> anyone successfully installed ARS 7.0, ITSM 7.0
> and CMDB as
> root user and then converted it after the install
> to run as
> non-root.
> Any gotchas or recommendations.  Is there a list
> of all files
> that need updated?  I have pulled the KB's off the
> web site,
> but they all are outdated.  I am more interested
> in experience
> doing this with 7.x.
> TIA
> Kevin
> **
> From: Dave Zifchock <[EMAIL PROTECTED]>
> Subject:  Re: ARS 7.0 Install as non-root user
>
> Kevin,
> Every install I have made has been as the root
> user and
> converted over to a
> non-root user.  On HPUX, I would just chown the
>  install dir> and
> the /etc/arsystem and /etc/arinstall directories
> and it ran
> without any
> flaws.  Just make sure you shut down all of your
> current ARS
> processes and
> then change the permissions.
> ***
> Subject:  Re: ARS 7.0 Install as non-root user
> In-Reply-To:
> <
>
[EMAIL PROTECTED]>
> Content-Type: text/plain; charset

Re: Changed-By-Another-Check: Y

2007-01-31 Thread L. J. Head

I was informed that there was a code change in 7.x that checks to see if
that other user is you..and if so don't display the error...I have never had
the opportunity to check that out though 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mathieu Pitre
Sent: Tuesday, January 30, 2007 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Changed-By-Another-Check: Y

Hi all,

Long time no see. I have a new employer with some new challenges...

Here is my question:

How can I update the core Field "Modified Date" from another form without
displaying the "Changed-By-Another-Check" error message when someone is
editing the record. In fact, the application is an in-house service desk. 
It is used to create requests and work orders. Now, the client wants me to
remove the message that the user is getting when he/she creates a work order
from the request.

When a user creates a work order, he/she creates it from the request entry. 
Now, if the user save the work order, an active link Set Field (SQL) is
fired to update the "Modified Date" in the request entry. Then if the user
add something in the Request entry and save the entry he/she gets the
"Changed-By-Another-Check" error message. The user know that the message
notify him/her about is/her own change and therefore they would like to
remove this warning message.

Is there any mechanism which would allow me to remove the message for this
particular scenario? I know that I could remove the message from the
ars.conf file but this will remove the warning message for the entire
server.

Mathieu Pitre

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Re: System Requirements (W2k3 ram?) / performance

2007-01-31 Thread Lucero, Michelle - IST contractor

Hi, Nick:

You've given us a big clue. Besides all of the RAM and system
requirements, you mentioned that "other pages seems fine".

We went through a rework of our custom Home page.  The initial display
time use to be pretty bad. I mean like a full minute to come up.

We received permission to rework it.  It takes about 1-1.5 seconds to
come up now.

Very IMPORTANT:
If you haven't already, turn on Active Link AND Global logging on your
account and a test account. 
 
It will boggle the mind.  You might find yourself swimming in a sea of
active links that fire twice.  It makes me nuts to see active links that
have an execute on BOTH Window Open and Window Loaded.  The ones that
send me into a tailspin is when they add the third execute-on of on
"Display" just for flavor.
 
We also upgraded from ARS 6.3 Patch 13 to Patch 18. That helped response
time in both the User Tool and Mid-Tier.

Hope that helps.

Michelle
Prod
ARS 6.3 P18 /ITSM 6.0/Windows 2003/SQL Server 2000
Mid-Tier 7.0.0 Patch 1/Windows 2003 IIS 6

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nick Hromyak
Sent: Tuesday, January 30, 2007 1:22 PM
To: arslist@ARSLIST.ORG
Subject: System Requirements (W2k3 ram?) / performance

I have been told our Remedy server should have 1GIG of ram per
processor.  
Is this a "basic" standard?

Our web performance seems hesitant.  After logging on, it take 3 - 5 
seconds for the home page to come up.  Then another 1 - 2 seconds for 
Support Console to come up.  Other pages seems fine.

The Mid-Tier does not show performance problems, although I am not sure 
what more to turn on for logging.  I currently have Warnings (usually
set 
to Severe) with Cache, Performance, Servlet, Web Services being logged.

80 concurrent users during the day - all are using the Mid-Tier
interface.

Remedy Apps = ARS 6.3, HD 6.0, CHG 6.0, AM 6.0 (AM is not in use yet).

We have (3) three separate servers for our Remedy environment
All are Windows 2003
(1)Remedy,  (1)MS SQL 2003, and (1) Mid-Tier with IIS 6.0 (Asapi).
Each server has two (2) dual-core 2.8Ghz or better processors, and 1GB
NICs.

Our Remedy server only has 1GB of ram.
SQL server has 4GB of ram.
IIS has 2GB of ram.

All Windows performance instances and monitoring shows all of our
servers 
are running as well as can be.  None of the major sub-systems
(processor, 
network, memory) are being utilized over 50%.  The threads; fast = 2/4
list 
= 2/8.  Given the little processing time/power, it seems like this could
go 
higher, if we had a larger load.

Both our DB and IIS server will support other applications.  Hence, they

are only being "throttled-down" to around 1GB of ram.
Drive space seems unlimited.

Thanks in advance.


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AD: Two Consultants Available - Asset Manager & Senior Remedy Developer

2007-01-31 Thread Jeff Lockemy

Good Morning Listers, 

 

I have two consultants (an Asset Manager and Senior Remedy Developer) based
in San Diego that will be coming off of a project soon.

 

Both individuals have active secret clearances.  However, they are available
for both government and commercial sector work, short or long-term projects,
and travel or remote support...  Our rates are very competitive and we can
also entertain sub-contracting opportunities.

 

Please contact me off of the list if you are interested.

 

Respectfully,

Jeff

 

 

 

Jeff Lockemy

Serco North America

619.524-2642

  [EMAIL PROTECTED]


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Re: ARS 7.0 Install as non-root user

2007-01-31 Thread Dwayne Martin

My apologies!

I meant to send this directly to Axton, not the entire list.

But now that the damage is done, if any of you have any
suggestions I'd be glad to hear from you.

Sorry!

Dwayne Martin

Dwayne Martin
Computing Support
James Madison University

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--- Begin Message ---
Hi Axton,

Some time ago you offered to help me if I ran into problems
doing a non-root install in ARS 7.01.  I hope that offer is
still good.

Here is what happened.  The install went OK, after a few
snags.  But when we restart the system we get all sorts of
messages about improperly defined objects.

Some of these are about filters.  In each case the filter is
not in the filter list in the Admin tool for the new database.
 But when I try to import the missing filter from the old
database I get "This violates a unique index."  The filter IS
in the "filter" table.

I am working with Remedy support.  They sent me a script for
updating the number of actions in the "filter" record.  The
problem is that the "filter" record for each filter has the
same number of actions in the new database as in the old. So I
don't think that the "numactions" is the problem.

There is one message about the number of actions, but it
doesn't say what the filter is.  This is even more worrisome.
There are quite a few messages where they don't even say what
the object is.

I am attaching a screen print of the start-up messages.  If
you have time to look at them I would be glad for your
suggestions.  If not, I realize that we are all busy people.

Like I say, I am working with Support, but I would still be
glad for your opinion.

Best Wishes,
Dwayne Martin

PS: We are installing on RedHat Linux, Oracle 10 db

 Original message 
>Date: Thu, 7 Dec 2006 14:50:28 -0500
>From: Axton <[EMAIL PROTECTED]>  
>Subject: Re: ARS 7.0 Install as non-root user  
>To: arslist@ARSLIST.ORG
>
>   **
>   Installing as non-root works well on solaris for the
>   7.0.01 release.  Here are the steps I used:
>
>   Step 1: Upload Installation Media
>   Step 2: Identify and remove server side direct sql
>   workflow (there is a known bug in the upgrade
>   process if there is direct sql server side workflow;
>   not sure if related to unicode upgrade or not)
>   Step 3: Stop Remedy
>   Step 4: set the necessary environment variables
> LC_ALL
> LANG
> Oracle Env Vars for 10g
> unset ARNONROOTINSTALL; ARNONROOTINSTALL=TRUE;
>   export ARNONROOTINSTALL
> unset AROS; AROS=SOLARIS; export AROS
> # Precautions to work around SW00253401 - certain
>   custom background images cause arserverd to core
>   dump - solaris specific solution
> LD_PRELOAD=libumem.so; export LD_PRELOAD
> unset UMEM_DEBUG
> unset UMEM_LOGGING
>   Step 5: Create a backup of the filesystem
>   Step 6: Upgrade ARServer - run ar_install using your
>   non-root account
>
>   The key here is the env var ARNONROOTINSTALL.
>
>   Axton Grams
>
>   On 12/7/06, Dwayne Martin <[EMAIL PROTECTED]> wrote:
>
> I am planning to install ARS 7.0.01 as non-root on
> a Red-Hat
> Linux server (Oracle 10 db).  I came upon the
> exchange shown
> below, which suggests installing as root, then
> changing the
> object ownerships afterwards.
>
> The only disadvantage I see is that I would need
> to get root
> permissions, which I don't normally have.
>
> Has anyone succeed in installing ARS 7 as non-root
> on a Unix
> or Linux platform?
>
> Does anyone have any additional advice to offer?
>
> Dwayne Martin
> James Madison University
>
> *** previous exchange *
>
> Date: Tue, 25 Jul 2006 11:47:14 -0400
> Reply-To: arslist@ARSLIST.ORG
> Sender:   "Action Request System discussion
> list(ARSList)"
>  
> From: Kevin Shaffer
> <[EMAIL PROTECTED]>
> Subject:  ARS 7.0 Install as non-root user
> Content-Type: text/plain; charset="iso-8859-1"
>
> We are unable to get 7.0 to install successfully
> as a non-root
> user, however it works fine installing as a root
> user.  Has
> anyone successfully installed ARS 7.0, ITSM 7.0
> and CMDB as
> root user and then converted it after the install
> to run as
> non-root.
> Any gotchas or recommendations.  Is there a list
> of all files
> that need updated?  I have pulled the KB's off the
> web site,
> but they all are outdated.  I am more interested
> in experience
> doing this with 7.x.
> TIA
> Kevin
> **
> From: Dave Zifchock <[EMAIL PROTECTED]>
> Subject:  Re: ARS 7.0 Install as non-root user
>
> Kevin,
> Every install I have made has been as the root
> user and
> converted over to a
> non-root user.  On

Re: Changed-By-Another-Check: Y

2007-01-31 Thread Carey Matthew Black


Mathieu,

If a modal Dialog design is distasteful then you could go down the
path of sending Events between the windows 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 1/31/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:

My question would be why are you using SQL to update a record.  Why not
use a filter Push Fields action?

Another option...  Open the Work Order in a Dialog.  When they save the
Work Order (and close it) you could then auto save the Request.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mathieu Pitre
Sent: Tuesday, January 30, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Changed-By-Another-Check: Y

Hi all,

Long time no see. I have a new employer with some new challenges...

Here is my question:

How can I update the core Field "Modified Date" from another form
without displaying the "Changed-By-Another-Check" error message when
someone is editing the record. In fact, the application is an in-house
service desk.
It is used to create requests and work orders. Now, the client wants me
to remove the message that the user is getting when he/she creates a
work order from the request.

When a user creates a work order, he/she creates it from the request
entry.
Now, if the user save the work order, an active link Set Field (SQL) is
fired to update the "Modified Date" in the request entry. Then if the
user add something in the Request entry and save the entry he/she gets
the "Changed-By-Another-Check" error message. The user know that the
message notify him/her about is/her own change and therefore they would
like to remove this warning message.

Is there any mechanism which would allow me to remove the message for
this particular scenario? I know that I could remove the message from
the ars.conf file but this will remove the warning message for the
entire server.

Mathieu Pitre


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Re: ITSM 7 MidTier Install

2007-01-31 Thread Frank Caruso

That appears to have fixed another problem we were having with SSO and
Patch20. However, we do not use the Preference form.
Is there another work around?

On 1/31/07, Roney Samuel Varghese <[EMAIL PROTECTED]> wrote:

** Dear Frank,
 Do you get a message on the status bar which says user
unable to load userdata.js ? If you do then to resolve this you need to
have an AR System User Preference entry setup with the correct Timezone set
for each user. Hope this helps.

Regards,
Roney Samuel Varghese

On 1/30/07, Frank Caruso < [EMAIL PROTECTED]> wrote:
>
> We are running ARS 6.03 p20 on Solaris and the MidTier is running on
> LINUX
> with Apache and Tomcat
>
> I seemed to have been able to install midTier 7 Patch1. I can get the
> login
> page to appear but then the next pages are all blank, with the NO source
> code.
>
> Any thoughts?
>
> 
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>

__20060125___This posting was submitted with HTML in
it___

--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249

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Re: Tips for dealing with Remedy's new support site

2007-01-31 Thread Jiri Pospisil

** 

While talking about the support site, I thought I might try to ask if anybody 
experienced any problems with the BMC Remedy Product Download link.

When I click on it, I only get a blank page with a white rectangle in the left 
top corner (it edges are actually grey). No messages, nothing.

I raised it with support few weeks ago, but their suggestions so far have not 
made any difference.

 

Could it be related to the fact that my PC is behind our corporate firewall?

 

Any suggestions or hints are welcome.

 

Thanks.

 

Jiri Pospisil

Technology Support Systems

▪T▪ ▪ ▪Mobile UK▪

 

 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: 31 January 2007 16:41
To: arslist@arslist.org
Subject: Re: Tips for dealing with Remedy's new support site

 

I have found that it is worth the initial effort to go ahead and define your 
products list, since it saves an awful lot of time later when you avoid 
scrolling through pages of BMC products to find yours. It is even more useful 
to define your custom product list under documentation, a separate process, 
after which you get regular email updates with direct links to the pdf files as 
new release notes, technical bulletins, and other documents are released. IMHO, 
that is by far the best feature of the new supportweb.

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

 

 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lucero, Michelle - IST contractor
Sent: Wednesday, January 31, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tips for dealing with Remedy's new support site

** 

Another related tip, I noticed when submitting a new issue, the Product* field 
is read-only when first attempting to add information.  This forces one to 
select from the attached menu.  

 

The work-around for this is to select from the field to the right and select 
"All Products".  This appears to enable the Products field.

 

At this point, you can a product name and select from the menu and only those 
items matching %product% will appear in the Product* menu.

 

Thanks,

Michelle

 

  _  

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joseph Kubasek
Sent: Wednesday, January 31, 2007 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Tips for dealing with Remedy's new support site

** Here is a few of things I stumbled over that may reduce your frustration 
level in using the new support site.

* When you are defining "My Product List", if you first enter a string in the 
'Product Name' field, then the menu only returns items that contain that 
string. 

* The search is case insensitive.

* "BMC Remedy AR System Server" is for version 7+.

* "Remedy AR System Server" is for version 6.0 and 6.0.3.

--
Joseph Kubasek
Office of Information Technology 
The Ohio State University
__20060125___This posting was submitted with HTML in it___ 
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Re: ARLogAnalyzer output

2007-01-31 Thread Thad Esser

Thanks for the reply, you can never have too much information (well okay, 
you can, but this isn't a case of that).  Anyway, that's what I was 
thinking (that AVG was more important), but wasn't sure if the MIN idle 
time of zero was to be expected or if it meant there was blockage.

Thanks again for the response.
Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach



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

01/30/2007 05:02 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARLogAnalyzer output






** 

BTW, to answer your question, AVG Idle time is more important because it 
gives you a reference over time about how busy the thread was.  The MIN 
Idle time only gives you a point in time reference... meaning, it tells 
you ONLY how long the shortest period was before the thread recieved 
another request.

I probably shoulda only answered your question instead of the book in the 
early message.  HAHA, oh well, hope some of this helps.
 
-- Rem


Date: Tue, 30 Jan 2007 11:16:59 -0800
From: [EMAIL PROTECTED]
Subject: ARLogAnalyzer output
To: arslist@ARSLIST.ORG

** 
Hello, 

I haven't had much occasion to use the log analyzer very much, and I want 
to make sure I'm interpreting the results correctly as part of thread 
tuning.  In determining if I need to increase my threads, which column is 
more important, the "AVG Idle Time" or the "MIN Idle Time"?  I can see it 
either way and was hoping someone would share their experience. 

Thanks, 
Thad 

API STATISTICS BY THREAD ID

Queue  Thread   CountGaps  MIN Idle Time  MAX Idle Time  AVG 
Idle Time Total Idle Time
-- -- --- --- -- -- 
-- ---
Admin  001772  83  83 0.0150 46:01.6220 
55.63441:16:57.6600
Fast   000744   4,015   4,014 0.015017.8430  
1.10341:13:49.3890
Fast   001432   3,977   3,976 0.016019.1870  
1.11281:13:44.7590
Fast   001784   3,988   3,987 0.016012.8110  
1.11311:13:57.9920
Fast   001956   3,868   3,867 0.13.4830  
1.14281:13:39.5520
Fast   002264   3,970   3,969 0.016012.8280  
1.12171:14:12.0360
Fast   003660   3,983   3,982 0.015019.5150  
1.11541:14:01.7290
Fast   003832   3,950   3,949 0.016012.8120  
1.11451:13:21.3690
List   001284   1,478   1,477 0.031019.9840  
2.66101:05:30.3070
List   001508   1,684   1,683 0.14.8270  
2.43141:08:12.1150
List   001580   1,384   1,383 0.062014.4050  
2.62661:00:32.6020
List   001616   1,523   1,522 0.16.1870  
2.49741:03:21.1640
List   001732   1,519   1,518 0.13.9830  
2.53071:04:01.7340
List   001752   1,454   1,453 0.13.0150  
2.59781:02:54.6550
List   001924   1,499   1,498 0.14.2340  
2.57491:04:17.3310
List   001952   1,565   1,564 0.14.4370  
2.49321:04:59.4360
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Re: ARLogAnalyzer output

2007-01-31 Thread Thad Esser

Misi,

I've used your rrrLic tool and guess I forgot about the others.  I'll have 
to check them out.

Thank you,
Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach



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

01/31/2007 06:47 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ARLogAnalyzer output






Hi,

I usually focus on the number of calls with "no gap", compared to the
total number of calls.

To this end our rrrLog-tool presents a percentage for a gap less than 1,
0.1, 0.01, 0.001 and 0.0001 seconds.

http://www.rrr.se/tmp/rrrLogThread.html

You have to decide what "no gap" means. My experience tell me to look at
the "less than 0.01 seconds" column.

To get the exact number of times the server has queued calls, Server
Statistics would be the way to go.

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

> I've spent countless hours reading and analyzing files like this and
> troubleshooting performance problems for the last couple years with more
> than 70% increase in performance. In my case the AVG Idle time was
> less than a second and in some cases very close to zero.  We ended up
> doubling the number of threads, twice and saw a dramatic improvement.
> While this may be subjective, I would increase your threads, but without
> knowing how many you already have It's hard to say by how much.  Though
> I'll stick my neck out and say, increase by about a third and evaluate
> your hardware performance during system load to determine whether it 
will
> remain that much, AND look at new logs again, then adjust from there. By
> looking at your numbers too, I might suggest increasing Fast threads 
more
> than List.
>
> This is however a subjective and difficult to say how much better your
> system will be without just doing it and by trial and error.   If you
> would like more info, or if I can further answer questions, contact me.
>
> Thanks,
> Rem
>
>
> Date: Tue, 30 Jan 2007 11:16:59 -0800From: [EMAIL PROTECTED]:
> ARLogAnalyzer outputTo: [EMAIL PROTECTED] Hello, I haven't had much
> occasion to use the log analyzer very much, and I want to make sure I'm
> interpreting the results correctly as part of thread tuning.  In
> determining if I need to increase my threads, which column is more
> important, the "AVG Idle Time" or the "MIN Idle Time"?  I can see it
> either way and was hoping someone would share their experience. Thanks,
> Thad API STATISTICS BY THREAD IDQueue  Thread   CountGaps 
MIN
> Idle Time  MAX Idle Time  AVG Idle Time Total Idle Time--
> -- --- --- -- -- --
> ---Admin  001772  83  83 0.0150
> 46:01.622055.63441:16:57.6600Fast   000744   4,015
> 4,014 0.015017.8430 1.10341:13:49.3890Fast
>   001432   3,977   3,976 0.016019.1870 1.1128
>   1:13:44.7590Fast   001784   3,988   3,987 0.0160
> 12.8110 1.11311:13:57.9920Fast   001956   3,868
> 3,867 0.13.4830 1.14281:13:39.5520Fast
>   002264   3,970   3,969 0.016012.8280 1.1217
>   1:14:12.0360Fast   003660   3,983   3,982 0.0150
> 19.5150 1.11541:14:01.7290Fast   003832   3,950
> 3,949 0.016012.8120 1.11451:13:21.3690List
>   001284   1,478   1,477 0.031019.9840 2.6610
>   1:05:30.3070List   001508   1,684   1,683 0.
> 14.8270 2.43141:08:12.1150List   001580   1,384
> 1,383 0.062014.4050 2.62661:00:32.6020List
>   001616   1,523   1,522 0.16.1870 2.4974
>   1:03:21.1640List   001732   1,519   1,518 0.
> 13.9830 2.53071:04:01.7340List   001752   1,454
> 1,453 0.13.0150 2.59781:02:54.6550List
>   001924   1,499   1,498 0.14.2340 2.5749
>   1:04:17.3310List   001952   1,565   1,564 0.
> 14.4370 2.49321:04:59.4360
> ***IMPORTANT NOTICE: This communication, including any attachment,
> contains information that may be confidential or privileged, and is
> intended solely for the entity or individual to whom it is addressed. If
> you are not the intended recipient, you should delete this message and 
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Re: Need Help With ARS Web Service From iConclude (NMP) to Remedy (Got It Working Now)

2007-01-31 Thread Candace DeCou

  

Nevermind - I got it working, BUT if any of you can help me decipher
some of the strange XML results, I would still appreciate it.

Thanks,

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou
Sent: Tuesday, January 30, 2007 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Need Help With ARS Web Service From iConclude (NMP) to Remedy

 

OK guys - I'm lost.  We have the web service built - we can create a
ticket, but we are having trouble getting the modify function working.
I am totally unfamiliar with iConclude and the tech working with
iConclude is also unfamiliar with iConclude and with Remedy.  And, I
admit, I'm not very savvy with web services - but learning fast.

We are on 6.3 Patch 16 - MS SQL - Mid-Tier 6.3 Patch 16 - Windows

Is there anyone out there that would be willing to help me - maybe
directly offline since I don't know of anyone else trying to set up this
type of service?

Thanks in advance for any help.

Candace DeCou

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

 





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image002.gif
Description: image002.gif

Filters limit for an operation ???

2007-01-31 Thread Tarun Kumar SHARMA

Hello,

Is anybody using limit for (File->Server Information->Maximum filters for an 
operation) >1 ? Does it work fine if the limit changed from 1 to 25000 
? If somebody knows please share. We have ARS 6.3,Helpdesk 6.0 and currently it 
is working on limit 1. But up to this limit one of our process is giving 
'Too many filters error'. Logical breaking of the process is very difficult for 
us. So we need the solution by increasing the limit of filters.

Regards,
Tarun

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Re: ARS 7.0 Install as non-root user

It looks like each of the filters has a bad action and that is causing
the count of actions to be off.  When you imported did you mark the
"Replace Options on the Destination Server" option?

You have 7 bad action value, 7 Incorrect format in the definition file,
and 7 numactions errors.  I think each of the 7 filters has a bad action
and that causes the numaction error. 

If necessary you might have to do the following ( *** LAST RESORT *** )

   1. Find the FilterID for each of the 7 filters.   
   2. In each of the FILTER_% tables delete the records for those
FilterID(s)   
   3. Re-Import the 7 filters

Hope this helps some.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Wednesday, January 31, 2007 11:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.0 Install as non-root user

Hi Axton,

Some time ago you offered to help me if I ran into problems doing a
non-root install in ARS 7.01.  I hope that offer is still good.

Here is what happened.  The install went OK, after a few snags.  But
when we restart the system we get all sorts of messages about improperly
defined objects.

Some of these are about filters.  In each case the filter is not in the
filter list in the Admin tool for the new database.
 But when I try to import the missing filter from the old database I get
"This violates a unique index."  The filter IS in the "filter" table.

I am working with Remedy support.  They sent me a script for updating
the number of actions in the "filter" record.  The problem is that the
"filter" record for each filter has the same number of actions in the
new database as in the old. So I don't think that the "numactions" is
the problem.

There is one message about the number of actions, but it doesn't say
what the filter is.  This is even more worrisome.
There are quite a few messages where they don't even say what the object
is.

I am attaching a screen print of the start-up messages.  If you have
time to look at them I would be glad for your suggestions.  If not, I
realize that we are all busy people.

Like I say, I am working with Support, but I would still be glad for
your opinion.

Best Wishes,
Dwayne Martin

PS: We are installing on RedHat Linux, Oracle 10 db

 Original message 
>Date: Thu, 7 Dec 2006 14:50:28 -0500
>From: Axton <[EMAIL PROTECTED]>
>Subject: Re: ARS 7.0 Install as non-root user
>To: arslist@ARSLIST.ORG
>
>   **
>   Installing as non-root works well on solaris for the
>   7.0.01 release.  Here are the steps I used:
>
>   Step 1: Upload Installation Media
>   Step 2: Identify and remove server side direct sql
>   workflow (there is a known bug in the upgrade
>   process if there is direct sql server side workflow;
>   not sure if related to unicode upgrade or not)
>   Step 3: Stop Remedy
>   Step 4: set the necessary environment variables
> LC_ALL
> LANG
> Oracle Env Vars for 10g
> unset ARNONROOTINSTALL; ARNONROOTINSTALL=TRUE;
>   export ARNONROOTINSTALL
> unset AROS; AROS=SOLARIS; export AROS
> # Precautions to work around SW00253401 - certain
>   custom background images cause arserverd to core
>   dump - solaris specific solution
> LD_PRELOAD=libumem.so; export LD_PRELOAD
> unset UMEM_DEBUG
> unset UMEM_LOGGING
>   Step 5: Create a backup of the filesystem
>   Step 6: Upgrade ARServer - run ar_install using your
>   non-root account
>
>   The key here is the env var ARNONROOTINSTALL.
>
>   Axton Grams
>
>   On 12/7/06, Dwayne Martin <[EMAIL PROTECTED]> wrote:
>
> I am planning to install ARS 7.0.01 as non-root on
> a Red-Hat
> Linux server (Oracle 10 db).  I came upon the
> exchange shown
> below, which suggests installing as root, then
> changing the
> object ownerships afterwards.
>
> The only disadvantage I see is that I would need
> to get root
> permissions, which I don't normally have.
>
> Has anyone succeed in installing ARS 7 as non-root
> on a Unix
> or Linux platform?
>
> Does anyone have any additional advice to offer?
>
> Dwayne Martin
> James Madison University
>
> *** previous exchange *
>
> Date: Tue, 25 Jul 2006 11:47:14 -0400
> Reply-To: arslist@ARSLIST.ORG
> Sender:   "Action Request System discussion
> list(ARSList)"
>  
> From: Kevin Shaffer
> <[EMAIL PROTECTED]>
> Subject:  ARS 7.0 Install as non-root user
> Content-Type: text/plain; charset="iso-8859-1"
>
> We are unable to get 7.0 to install successfully
> as a non-root
> user, however it works fine installing as a root
> user.  Has
> anyone successfully installed ARS 7.0, ITSM 7.0
> and CMDB as
> root user and then converted it after the install
> to run as
> non-root.
> Any gotchas or recommendations.  Is there a list
> of all files
> that need updated?

Verifying that ARS 6.3 Patch 20 Worked DST

2007-01-31 Thread Kyle Whitley

Is there a way to verify that the fixes that were applied in patch 20 
actually fixed the DST issue?


Solaris
Oracle

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

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RESOLVED: ARS 7, Windows 2003 (64bit), Oracle 10g

2007-01-31 Thread Russell Wurth

Apparently, I am experiencing issues due to a bug in Oracle.

To summarize for anyone else that is interested, I was attempting to run ARS
7.0.1 on Win2003 64 bit and Oracle 10g (10.2) 64 bit with a 32 bit Oracle
client installed separately since the 64 bit database did not install lib32. The ARS install connected and created the database and some arsystem
tables, but failed to load forms and data, and the server subsequently failing to start, giving an ORA-06413 error.

The Oracle bug is that the networking layer cannot interpret parenthesis in a directory name. AR Server, by default, goes into 'Program Files (x86)'.
Details are here:

http://forums.microsoft.com/MSDN/ShowPost.aspx?PostID=159581&SiteID=1

My workaround, since I don't have a metalink account to get a patch, was to
install AR Server under a directory without parenthesis in the name,
'D:\ARServer'. This worked.

Also, during the install do not forget to indicate that the Oracle database is
on a remote machine, a requirement for connecting to a database with a
different version of the client. I had to do this even though the client,
database, and AR Server were on the same box. The Oracle connection string
I used was the following format:
//servername:1521/dbSID

This gets set as the Oracle-Two-Task in ar.conf. I did not have to set any
Windows environment variables, as one typically has to do on a UNIX/Linux
install.

Hope this helps with anyone else running a similar configuration and choses to
do an arslist search on this problem rather than Remedy's KB

Russell

Jarl Grøneng wrote:

Be sure to add TNSADMIN environment variable if tnsnames.ora is not in default
directory.

-- Jarl

On 1/26/07, Russell Wurth <[EMAIL PROTECTED]> wrote:

Patrick,

Thanks for the response. I had success in the past doing exactly what you did
on a Solaris and Linux server. Windows is turning out to be quite
a different beast.

Anyone out there with any Windows/Oracle experience? Do I set ORACLE_HOME,
ORACLE_SID environment variables?

Other than my initial troubleshooting, I downloaded and installed the full
client in a separate directory.

Again, the install runs, creates ARSystem schema, but then I get the following
error when attempting to import workflow:

ORA-12154: TNS:could not resolve the connect identifier specified

The only thing in my ar.conf file that is DB related is the following:

Oracle-Two-Task: devdb01

Russell

patrick zandi wrote:

** On my solaris installations, I always used an seperate oracle Full Client
install and into a different home. Then I check and make sure the
TNSNAMES.ora is the same as the

oracle DB
home. so I can make connections. Then I sqlplus from the client into the Oracle db, and check that.. Then I do an install.. Now I do not know
your 64Bit env and how it fuction with the 32 Bit Oracle client, or ARS 32 bit on the 64 Bit OS.. Check the Archives.. of the list.

Hope this helps some.

On 1/26/07, *Russell Wurth* <[EMAIL PROTECTED] >
wrote:

All,

I am attempting to set up a Windows Server 2003 (64 bit) with

Oracle

10g and ARS 7 on the same box. I am looking for any assistance

from

anyone with a similar configuration. I have performed

installations

on various UNIX platforms many times before, and a few Windows 32 bit ones, but
never Win 64bit.

The 64bit Oracle installation did not create an ORACLE_HOME\lib32 directory, just a regular lib directory. The Remedy install would not
proceed, so I downloaded and installed the 32bit Oracle Instant Client and installed it in the lib32 directory. The Remedy install found this

directory and proceeded successfully, creating the ARSystem tablespace and
ARAdmin user account, as well as necessary tables. I had to use
the following as my Oracle Connection String, as the Remedy install did not
connect to just the SID: //servername:1521/dbsid. Again, the
database is on the same server that I am installing ARS, this suggestion comes
from the installation notes

The install failed during the importing of sample data and workflow. I
discovered the following in my arerror.log:

ORA-06413: Connection not open Cannot initialize contact with SQL database
(ARERR 551)

This error occurs any time I start and stop the server. I am able to connect
via SQL Plus (in ORACLE_HOME\bin) as ARAdmin and see the arschema
tables.

Do I need to install the 32bit Oracle full client with a 32bit SQLPlus? Does
this go in my ORACLE_HOME or another directory?

Thanks in advance for any assistance

Russell Wurth

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Re: ITSM 7 MidTier Install

2007-01-31 Thread Caressimo Jr., Anthony

Hi everyone,
 
I ran into a similar issue with the new midtier 7.0.1 p1.
We use a small script and I had to now include the following:
 


 
Along with :

 
Otherwise, I received ARERR 9315 internal error when logging into the
midtier.
You can copy these from the default login.jsp provided from midtier
install.
HTH
(AR6.3p20, W2k3 - MT7.0.1p1, SQL2k)
Anthony 
Remedy Analyst, Application Services
 
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Wednesday, January 31, 2007 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 MidTier Install
 
** That appears to have fixed another problem we were having with SSO
and Patch20. However, we do not use the Preference form.
Is there another work around?
On 1/31/07, Roney Samuel Varghese <[EMAIL PROTECTED]> wrote:
** Dear Frank,
 Do you get a message on the status bar which says user
unable to load userdata.js ? If you do then to resolve this you need to
have an AR System User Preference entry setup with the correct Timezone
set for each user. Hope this helps.

Regards,
Roney Samuel Varghese
On 1/30/07, Frank Caruso < [EMAIL PROTECTED]
 > wrote:
We are running ARS 6.03 p20 on Solaris and the MidTier is running on
LINUX 
with Apache and Tomcat

I seemed to have been able to install midTier 7 Patch1. I can get the
login
page to appear but then the next pages are all blank, with the NO source
code.

Any thoughts?


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-- 
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com 
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Re: Verifying that ARS 6.3 Patch 20 Worked DST

2007-01-31 Thread Pierson, Shawn

My plan was to simply do a few things like the following:

1)  Create a few tickets with the current date.
2)  Change the date to right after the DST change and create a few
tickets.
3)  Modify the tickets created in step 1.
4)  Verify everything worked as expected in steps 1 - 3.
5)  Repeat all above steps but substitute the date we return to standard
time from DST.

The system I support currently is not as date critical as a lot of
companies, so a minimal amount of testing is appropriate for me.  You
may want something more detailed, but I would suggest at least doing
what I mentioned above.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley
Sent: Wednesday, January 31, 2007 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Verifying that ARS 6.3 Patch 20 Worked DST


Is there a way to verify that the fixes that were applied in patch 20
actually fixed the DST issue?

Solaris
Oracle

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


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Re: Filters limit for an operation ???

2007-01-31 Thread Eric Cleereman (IT)

Hi Tarun,

Our limit has been set at 5 for quite awhile now, and it is working fine at 
that setting.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Tarun Kumar SHARMA
Sent: Wednesday, January 31, 2007 10:37 AM
To: arslist@ARSLIST.ORG
Subject: Filters limit for an operation ???


Hello,

Is anybody using limit for (File->Server Information->Maximum filters for an 
operation) >1 ? Does it work fine if the limit changed from 1 to 25000 
? If somebody knows please share. We have ARS 6.3,Helpdesk 6.0 and currently it 
is working on limit 1. But up to this limit one of our process is giving 
'Too many filters error'. Logical breaking of the process is very difficult for 
us. So we need the solution by increasing the limit of filters.

Regards,
Tarun

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Re: Filters limit for an operation ???

2007-01-31 Thread Randy Simon

I have mine set to as high as it will go in the Admin tool without any problem.
From time to time need to run a process that needs the MAX. Sometimes I need to 
change it at the ar.cfg file.

Please remember why it is there, to prevent endless loops. Caution will be all 
you need.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Tarun Kumar SHARMA
Sent: Wednesday, January 31, 2007 10:37 AM
To: arslist@ARSLIST.ORG
Subject: Filters limit for an operation ???


Hello,

Is anybody using limit for (File->Server Information->Maximum filters for an 
operation) >1 ? Does it work fine if the limit changed from 1 to 25000 
? If somebody knows please share. We have ARS 6.3,Helpdesk 6.0 and currently it 
is working on limit 1. But up to this limit one of our process is giving 
'Too many filters error'. Logical breaking of the process is very difficult for 
us. So we need the solution by increasing the limit of filters.

Regards,
Tarun

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Thank You.

SMS Discovery service

2007-01-31 Thread Simmons, Theodore J.

Hey all,

I have installed BMC Discovery Service 2003 for 5.6 and created an
exchange to the SMS_Computer Systems, and when the exchange begins to
run, I get a weird error in the debug log.

AR System key list created in form 'AST-SMSCompSysStage'
[14:48:07,01/31/07] - SMSAdapter.GetKeyList creating key list without
any query
[14:48:07,01/31/07] - SMSAdapter key list created using sql command:
SELECT DISTINCT ResourceID FROM SMS_G_System_COMPUTER_SYSTEM ORDER BY
ResourceID
[14:48:07,01/31/07] - Data query: SELECT DISTINCT ResourceID FROM
SMS_G_System_COMPUTER_SYSTEM ORDER BY ResourceID
[14:48:07,01/31/07] - Changing AR System key ResourceID to data type 2
to match vendor field type.
[14:48:07,01/31/07] - Start to sort AR key list.
[14:48:07,01/31/07] - Duplicate key found:Key [1]: 10066
[14:48:07,01/31/07] - Duplicate key found:Key [3]: 10075
[14:48:07,01/31/07] - Duplicate key found:Key [5]: 10109
[14:48:07,01/31/07] - Duplicate key found:Key [7]: 1011.
..

And this list extends on for about 400 entries or so, any ideas? 

As per usual I am having issues with the BMC KB today.

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Re: System Requirements (W2k3 ram?) / performance

2007-01-31 Thread Michael Worts

Nick,

You did not mention what patches you were on. I would recommend upgrading 
to the latest patches on AR server and Midtier as they can sometimes 
resolve these unusual problems. Maybe, for some reason, the midtier is 
caching each time you load the home page - possibly? Do you have the same 
type of performance behaviours on your test/dev servers as a comparison?

Mike.

Michael Worts
Remedy Specialist
IGS, Business Consulting Services
ITIL Service Manager Certified
Tel: +44 (0)1962 822273   Mob: +44 (0)7801 755346   Internet: 
[EMAIL PROTECTED]



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

30/01/2007 19:22
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
System Requirements (W2k3 ram?) / performance






I have been told our Remedy server should have 1GIG of ram per processor. 
Is this a ?basic? standard?

Our web performance seems hesitant.  After logging on, it take 3 ? 5 
seconds for the home page to come up.  Then another 1 ? 2 seconds for 
Support Console to come up.  Other pages seems fine.

The Mid-Tier does not show performance problems, although I am not sure 
what more to turn on for logging.  I currently have Warnings (usually set 
to Severe) with Cache, Performance, Servlet, Web Services being logged.

80 concurrent users during the day - all are using the Mid-Tier interface.

Remedy Apps = ARS 6.3, HD 6.0, CHG 6.0, AM 6.0 (AM is not in use yet).

We have (3) three separate servers for our Remedy environment
All are Windows 2003
(1)Remedy,  (1)MS SQL 2003, and (1) Mid-Tier with IIS 6.0 (Asapi).
Each server has two (2) dual-core 2.8Ghz or better processors, and 1GB 
NICs.

Our Remedy server only has 1GB of ram.
SQL server has 4GB of ram.
IIS has 2GB of ram.

All Windows performance instances and monitoring shows all of our servers 
are running as well as can be.  None of the major sub-systems (processor, 
network, memory) are being utilized over 50%.  The threads; fast = 2/4 
list 
= 2/8.  Given the little processing time/power, it seems like this could 
go 
higher, if we had a larger load.

Both our DB and IIS server will support other applications.  Hence, they 
are only being ?throttled-down? to around 1GB of ram.
Drive space seems unlimited.

Thanks in advance.

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Escalation Reports

2007-01-31 Thread James Collins

Hello,

I have a requirement where I have to run a report once a week collecting the
number of entries for a particular form with all of the appropriate data.  I
can create the report, but do not see a convenient and well thought out way
via Remedy to have this run automatically through its workflow.  I thought
perhaps an escalation. 

Any Suggestions?

James Collins

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Configuring Prefetch on MidTier 7.X and ITSM

2007-01-31 Thread Terry Bootsma


Hello everyone:

Here is the situation:

ITSM Service Desk 7.X (Incident/Problem)
CMDB 2.0.1
MidTier 7.0.1 with ServletExec / IIS
Windows 2K03
Localized Views for French/English

As you may have seen from previous postings to the list, 
the only method of obtaining acceptable performance from 
the mid-tier upon initial use is to configure the 
"prefetch" using the prefetchConfig.xml file on the 
server.  However, given that we are "localized" 
(French/English) and have different types of users 
(permissions) accessing the application (each user type is 
cached separately by mid-tier), it has made this file 
extremely difficult to create, maintain, and debug.  I've 
referenced the presentation given at RUG as well as the 
prefetch7.0.doc that support provides... but to no avail.


Also... upon initial startup... it currently takes 45 
minutes for the midtier to cache all the necessary forms 
for my server... affecting my end user performance and my 
ability to efficiently test/debug if I've got my 
prefetchConfig.xml file correct


I can see this being an acceptable solution for a small 
application that uses 20 or so forms.  But for the ITSM 
suite, this has become an exercise in frustration!   Has 
anybody else gotten this prefetch thing to work in an 
acceptable fashion for the ITSM suite of products?  If so, 
can you send me your prefetchConfig.xml file off the list? 
At this point, I'm thinking about pointing everyone to 
use the User Tool vs. the MidTier unless I can get 
this solved.  As most people have pointed out on the list, 
support doesn't seem to be much help on this feature 
either.


Thanks a bunch..

Terry

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Re: Tips for dealing with Remedy's new support site

2007-01-31 Thread Candace DeCou

Thanks Christopher - I wasn't aware of the advantages of customizing the
product list under documentation but will certainly do so now.  However,
I do have my product list for all my servers and applications customized
in the Support section for submission of tickets, but whenever I do
submit a ticket they always come back and ask me what my environment
is...so, are they just not paying attention to that or ??  Does anyone
know?  I always have to duplicate what I have already set up in the
product list.

Just my rag for the day - sorry.

:-)

Candace

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, January 31, 2007 8:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tips for dealing with Remedy's new support site

 

I have found that it is worth the initial effort to go ahead and define
your products list, since it saves an awful lot of time later when you
avoid scrolling through pages of BMC products to find yours. It is even
more useful to define your custom product list under documentation, a
separate process, after which you get regular email updates with direct
links to the pdf files as new release notes, technical bulletins, and
other documents are released. IMHO, that is by far the best feature of
the new supportweb.

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

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lucero, Michelle - IST
contractor
Sent: Wednesday, January 31, 2007 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Tips for dealing with Remedy's new support site

** 

Another related tip, I noticed when submitting a new issue, the Product*
field is read-only when first attempting to add information.  This
forces one to select from the attached menu.  

 

The work-around for this is to select from the field to the right and
select "All Products".  This appears to enable the Products field.

 

At this point, you can a product name and select from the menu and only
those items matching %product% will appear in the Product* menu.

 

Thanks,

Michelle

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joseph Kubasek
Sent: Wednesday, January 31, 2007 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Tips for dealing with Remedy's new support site

** Here is a few of things I stumbled over that may reduce your
frustration level in using the new support site.

* When you are defining "My Product List", if you first enter a string
in the 'Product Name' field, then the menu only returns items that
contain that string. 

* The search is case insensitive.

* "BMC Remedy AR System Server" is for version 7+.

* "Remedy AR System Server" is for version 6.0 and 6.0.3.

--
Joseph Kubasek
Office of Information Technology 
The Ohio State University
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with
HTML in it___ 

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Re: Escalation Reports

2007-01-31 Thread Bruce Scott

James,

An escalation is about the only Remedy way to do this.  Here is an
excerpt from the Runmacro vs Macro in client thread from earlier this
month:

I recently did something very similar and encounter some of the issues
you are seeing.  What I have is an escalation (because the report is
needed on a reoccurring basis to meet audit requirements) which has a
Run Process action.  The command line of the Run Process looks like:
 
c:\\progra~1\\remedy\\reports\\report.bat $zTmpDate$
 
where $zTmpDate$ is a variable I pass to the file being generated to
make it unique.
 
The batch file (report.bat) looks like:
 
@Echo Off
copycmd=/Y
Set filedate=%1
C:\Progra~1\ARSyst~1\runmacro.exe -x remedydev01 -U Username -P password
-d C:\Progra~1\Remedy\Reports -e ChangeCo
copy c:\\progra~1\\remedy\\reports\\weekly\\changecontrolmeeting_.csv
c:\\progra~1\\remedy\\reports\\weekly\\ChangeControlMeeting_%filedate%.c
sv
 
Finally, my macro looks like this:
 
ChangeCo
Set-schema: PETM:ISChangeControlRequestremedyapp01
Query: 1707200=true1707100=true1707000=false1706900=true(( '7' =
"Approved" AND '536871106' = "Open") OR ( '7' = "Pending" AND
'536871106' != "Closed")) AND '536870921' >= $-4$ AND '536870921' <
($-4$+7*24*60*60)
Report: 21=11=13=Change Control
Meeting4=5=6=13=23=07=7210=968=19=111=012=020=716=-17=18=
119=72=1Change Req ID050536870921Implementation
Start045536870923Change
Type02520004Type040536870914Change
Owner0407Approval0308Short Description0100536870919Risk
Lvl015536870920Outage015
report-sort: 0|2|536870921\1|1\1|
Statistics: 
 
to-file: C:\Progra~1\Remedy\Reports\Weekly\ChangeControlMeeting_.csvO
end
 
Part of the no file issue you are seeing seems to be related to the way
the command line interface treats the DOS-like commands, which is why
there are doubled slashes in the batch and command line of the run
process.  Make sure that the name of the macro (seen above, first line
of the macro) matches the macro name in the runmacro command (end of the
third line of the batch file above).

Let me know if you have any questions. 


Thanks,
Bruce Scott
Application Developer - Remedy
SSG, PetSMART, Inc.
eMail:  [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of James Collins
Sent: Wednesday, January 31, 2007 1:45 PM
To: arslist@ARSLIST.ORG
Subject: Escalation Reports

Hello,

I have a requirement where I have to run a report once a week collecting
the number of entries for a particular form with all of the appropriate
data.  I can create the report, but do not see a convenient and well
thought out way via Remedy to have this run automatically through its
workflow.  I thought perhaps an escalation. 

Any Suggestions?

James Collins


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Re: SMS Discovery service (UNCLASSIFIED)

2007-01-31 Thread Mench, Ryan M CTR USA DOIM

Classification:  UNCLASSIFIED 
Caveats: NONE

Theodore,

I am going through the pain of configuring the SMS discovery service as
well, but I have yet to see the error you described.  Just curious, is
5.6 a new install?  The reason I ask is EIE 7.0 is compatible with
Remedy 6.0 and abovecould save you some upgrade pain in the future.

---
Ryan M. Mench
Remedy Development
United States Army
Directorate of Information Management (DOIM)
6151 Specker Ave, Bldg 1550, Rm 2210
Fort Carson, CO 80913
(719)524.0514
---
 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Simmons, Theodore J.
Sent: Wednesday, January 31, 2007 1:07 PM
To: arslist@ARSLIST.ORG
Subject: SMS Discovery service

Hey all,

I have installed BMC Discovery Service 2003 for 5.6 and created an
exchange to the SMS_Computer Systems, and when the exchange begins to
run, I get a weird error in the debug log.

AR System key list created in form 'AST-SMSCompSysStage'
[14:48:07,01/31/07] - SMSAdapter.GetKeyList creating key list without
any query [14:48:07,01/31/07] - SMSAdapter key list created using sql
command:
SELECT DISTINCT ResourceID FROM SMS_G_System_COMPUTER_SYSTEM ORDER BY
ResourceID [14:48:07,01/31/07] - Data query: SELECT DISTINCT ResourceID
FROM SMS_G_System_COMPUTER_SYSTEM ORDER BY ResourceID
[14:48:07,01/31/07] - Changing AR System key ResourceID to data type 2
to match vendor field type.
[14:48:07,01/31/07] - Start to sort AR key list.
[14:48:07,01/31/07] - Duplicate key found:Key [1]: 10066
[14:48:07,01/31/07] - Duplicate key found:Key [3]: 10075
[14:48:07,01/31/07] - Duplicate key found:Key [5]: 10109
[14:48:07,01/31/07] - Duplicate key found:Key [7]: 1011.
..

And this list extends on for about 400 entries or so, any ideas? 

As per usual I am having issues with the BMC KB today.


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Netcool 7.1 + ARS 7.0.1 ? (SOLVED)

2007-01-31 Thread Tony Worthington

Well, it appears Netcool doesn't like anything but the 6.30 
GA/FCS/RTM/whatever libraries.  The 6.30p18 libraries are incompatible.

When replaced with the 6.30 no patch, everything works as designed 
(incoming at least.)   Pushing updates back to netcool is next.  :-)

Thanks to everyone who responded, and a special thanks to Brad Seller.

-tony


-- 
Tony Worthington
[EMAIL PROTECTED]
262-703-5911
- Forwarded by Tony Worthington/Corp/Kohls on 01/31/2007 03:38 PM 
-

Tony Worthington/Corp/Kohls 
01/30/2007 10:46 AM

To
arslist@arslist.org
cc

Subject
Netcool 7.1 + ARS 7.0.1 ?





Has anyone had any success using the linux Netcool 7.1 v5.1 adapter 
against an ARS 7.0.1 server?

We've tried both the 6.3 and 7.0.1 api's and neither work.  I have on API 
and user logging, and there are no connection attempts from netcool.

I won't go into specifics as this will quickly drift to a netcool 
discussion, but if someone with a working setup could contact me off list 
I'd appreciate it.

Thanks,
Tony

-- 
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[EMAIL PROTECTED]
262-703-5911

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ADM:TEst Please Ignore ...

Let's see how long this takes to appear.

 

The Servers seem to be talking to each other,

now lets see if they are talking to us.

 

. Daniel


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Re: ARLogAnalyzer output

2007-01-31 Thread Misi Mladoniczky

Thad,

Well, rrrLic is the most popular one. Probably because it is easier to
understand than hardcor logfile analysis...

Regardless of the tool you use (Notepad works), I would urge everyone to
use the logfiles more. Both for performance and troubleshooting issues.
You do not need to know that much to make use of them.

I did a presentation at UKRUG about performance tuning with logfiles.
Please let me know if you want a copy of the presentation. It goes through
the important API-calls for performance, and maps them to the actual
workflow involved to trigger them.

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

> Misi,
>
> I've used your rrrLic tool and guess I forgot about the others.  I'll have
> to check them out.
>
> Thank you,
> Thad Esser
> Remedy Developer
> "Argue for your limitations, and sure enough, they're yours."-- Richard
> Bach
>
>
>
> "Misi Mladoniczky" <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 01/31/2007 06:47 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Re: ARLogAnalyzer output
>
>
>
>
>
>
> Hi,
>
> I usually focus on the number of calls with "no gap", compared to the
> total number of calls.
>
> To this end our rrrLog-tool presents a percentage for a gap less than 1,
> 0.1, 0.01, 0.001 and 0.0001 seconds.
>
> http://www.rrr.se/tmp/rrrLogThread.html
>
> You have to decide what "no gap" means. My experience tell me to look at
> the "less than 0.01 seconds" column.
>
> To get the exact number of times the server has queued calls, Server
> Statistics would be the way to go.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
>> I've spent countless hours reading and analyzing files like this and
>> troubleshooting performance problems for the last couple years with more
>> than 70% increase in performance. In my case the AVG Idle time was
>> less than a second and in some cases very close to zero.  We ended up
>> doubling the number of threads, twice and saw a dramatic improvement.
>> While this may be subjective, I would increase your threads, but without
>> knowing how many you already have It's hard to say by how much.  Though
>> I'll stick my neck out and say, increase by about a third and evaluate
>> your hardware performance during system load to determine whether it
> will
>> remain that much, AND look at new logs again, then adjust from there. By
>> looking at your numbers too, I might suggest increasing Fast threads
> more
>> than List.
>>
>> This is however a subjective and difficult to say how much better your
>> system will be without just doing it and by trial and error.   If you
>> would like more info, or if I can further answer questions, contact me.
>>
>> Thanks,
>> Rem
>>
>>
>> Date: Tue, 30 Jan 2007 11:16:59 -0800From: [EMAIL PROTECTED]:
>> ARLogAnalyzer outputTo: [EMAIL PROTECTED] Hello, I haven't had much
>> occasion to use the log analyzer very much, and I want to make sure I'm
>> interpreting the results correctly as part of thread tuning.  In
>> determining if I need to increase my threads, which column is more
>> important, the "AVG Idle Time" or the "MIN Idle Time"?  I can see it
>> either way and was hoping someone would share their experience. Thanks,
>> Thad API STATISTICS BY THREAD IDQueue  Thread   CountGaps
> MIN
>> Idle Time  MAX Idle Time  AVG Idle Time Total Idle Time--
>> -- --- --- -- -- --
>> ---Admin  001772  83  83 0.0150
>> 46:01.622055.63441:16:57.6600Fast   000744   4,015
>> 4,014 0.015017.8430 1.10341:13:49.3890Fast
>>   001432   3,977   3,976 0.016019.1870 1.1128
>>   1:13:44.7590Fast   001784   3,988   3,987 0.0160
>> 12.8110 1.11311:13:57.9920Fast   001956   3,868
>> 3,867 0.13.4830 1.14281:13:39.5520Fast
>>   002264   3,970   3,969 0.016012.8280 1.1217
>>   1:14:12.0360Fast   003660   3,983   3,982 0.0150
>> 19.5150 1.11541:14:01.7290Fast   003832   3,950
>> 3,949 0.016012.8120 1.11451:13:21.3690List
>>   001284   1,478   1,477 0.031019.9840 2.6610
>>   1:05:30.3070List   001508   1,684   1,683 0.
>> 14.8270 2.43141:08:12.1150List   001580   1,384
>> 1,383 0.062014.4050 2.62661:00:32.6020List
>>   001616   1,523   1,522 0.16.1870 2.4974
>>   1:03:21.1640List   001732   1,519   1,518 0.
>> 13.9830 2.53071:04:01.7340List   001752   1,454
>> 1,453 0.13.0150 2.59781:02:54.6550List
>>   001924   1,499   1,498 0.14.2340 2.5749
>>   1:04:17.3310List   001952   1,565   1,564 0.
>> 14.4370

upgrade for DST

2007-01-31 Thread Mahan, Janet L [EQ]

We are currently on a unix server Sun0S 5.9, ARS 6.00.01 patch 1351 and Sybase 
12.5.1/EBF 11657 ESD#2.  It is my understanding that we need to upgrade to at 
least 6.0.3 patch 20 for DST and upgrade the mid-tier.  Is this correct?  

Has anyone performed a similar upgrade and identified any problems?  How long 
does this usually take?

Janet Mahan
NSM Systems Admin II
EMBARQ 

Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199
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Re: Two Consultants Available - Asset Manager & Senior Remedy Developer

2007-01-31 Thread Nguyen, Tai D

should I apply for the Asset Manager position?  I heard that they paid
more than $87,000 per year
 

Tai D Nguyen 
EDS - Navy Marine Corps Intranet (NMCI) 
Remedy Engineering 
NMCI - Leveraged Delivery 
3970 Sherman Street | San Diego, CA 92110 

Office:  619-817-3700 
[EMAIL PROTECTED] 
[EMAIL PROTECTED] 

 




From: Jeff Lockemy [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, January 31, 2007 12:14 PM
To: Jeff Lockemy
Subject: Two Consultants Available - Asset Manager & Senior
Remedy Developer



Good Afternoon, 

 

I have two consultants (an Asset Manager and Senior Remedy
Developer) both based here in San Diego that are coming off of a project
soon.  Both individuals have active secret clearances.  However, they
are available for both government and commercial sector work, local or
travel.  I can be very competitive on rates and can also entertain
sub-contracting/partnering opportunities...

 

If you know of anyone that has a project (short or long term)
that we may be able to help out with, please let me know or feel free to
pass on my contact information...

 

I look forward to seeing you at the next SDRUG or OCLARUG...

 

Kind regards,

 

Jeff Lockemy

Project Director

619.261-9991

[EMAIL PROTECTED]

www.serco-na.com

 

 

Serco North America

Information Technology Services


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<>

Re: ARLogAnalyzer output

2007-01-31 Thread Matt Reinfeldt

Thad,

 

Look at it this way: the output is telling you, that for the timeframe you
logged, your Fast Threads are waiting, on average, 1.1 seconds between
calls. and your List Threads are all waiting about 2.5 seconds. now, there
are periods of time when the system is really crunching, and there's very
little idle time (the MIN values). but, for the most part (the AVG), they're
acting like they've got all the time in the world (if you live in a world of
nanoseconds as CPU's do.).

 

Not knowing anything else about your system (like how long of a snapshot
this covered, how many users were logged in, how many CPUs do you use, how
much RAM, and several other factors), I'd say that it is a healthy system.
However, as I just pointed out, there are other factors that weigh into
that, which are, to us, the peanut gallery, an unknown.

 

So, long story short. the AVG is what I'd really watch.  :-)  (although, if
you note the MIN times on the List threads, you'll note that 6 of the 8 went
through a period of time where the calls to them were right on top of each
other (0. MIN Idle Time = no rest for the wicked!), so it might be worth
looking at the API and SQL logs in detail to see what was pinging them so
heavily during that timeframe.

 

Good luck!

 

Matt R.

 

  _  

From: Thad Esser [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, January 30, 2007 1:17 PM
To: arslist@ARSLIST.ORG
Subject: ARLogAnalyzer output

 

** 
Hello, 

I haven't had much occasion to use the log analyzer very much, and I want to
make sure I'm interpreting the results correctly as part of thread tuning.
In determining if I need to increase my threads, which column is more
important, the "AVG Idle Time" or the "MIN Idle Time"?  I can see it either
way and was hoping someone would share their experience. 

Thanks, 
Thad 

API STATISTICS BY THREAD ID

Queue  Thread   CountGaps  MIN Idle Time  MAX Idle Time  AVG
Idle Time Total Idle Time
-- -- --- --- -- --
-- ---
Admin  001772  83  83 0.0150 46:01.6220
55.63441:16:57.6600
Fast   000744   4,015   4,014 0.015017.8430
1.10341:13:49.3890
Fast   001432   3,977   3,976 0.016019.1870
1.11281:13:44.7590
Fast   001784   3,988   3,987 0.016012.8110
1.11311:13:57.9920
Fast   001956   3,868   3,867 0.13.4830
1.14281:13:39.5520
Fast   002264   3,970   3,969 0.016012.8280
1.12171:14:12.0360
Fast   003660   3,983   3,982 0.015019.5150
1.11541:14:01.7290
Fast   003832   3,950   3,949 0.016012.8120
1.11451:13:21.3690
List   001284   1,478   1,477 0.031019.9840
2.66101:05:30.3070
List   001508   1,684   1,683 0.14.8270
2.43141:08:12.1150
List   001580   1,384   1,383 0.062014.4050
2.62661:00:32.6020
List   001616   1,523   1,522 0.16.1870
2.49741:03:21.1640
List   001732   1,519   1,518 0.13.9830
2.53071:04:01.7340
List   001752   1,454   1,453 0.13.0150
2.59781:02:54.6550
List   001924   1,499   1,498 0.14.2340
2.57491:04:17.3310
List   001952   1,565   1,564 0.14.4370
2.49321:04:59.4360

***IMPORTANT NOTICE: This communication, including any attachment, contains
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Re: SSO Problem: AREA being called more than once

2007-01-31 Thread Mikhail Serate

Hello,
So we tried a value of 16, that didn't work. We tried 7, and that didn't
work either. The AREA is still being called twice.
Here are some logs (user.log) to show it attempts to login twice (I'm going
to cut off the first few columns to make it not clutter as much):
 
 
/* Wed Jan 31 2007 15:23:12.5030 */  
INFO   EXT AUTH Use Remedy Info (username in user.txt); return
buff=2,Return code = 0, Password authentication successful

 
/* Wed Jan 31 2007 15:23:12.5030 */ 
LOGIN  mrserate

 
/* Wed Jan 31 2007 15:23:12.5030 */  
FIXED  RELEASEmrserate

 
/* Wed Jan 31 2007 15:23:12.5030 */ 
LOGOUT mrserate

 
/* Wed Jan 31 2007 15:23:12.5500 */  
INFO   EXT AUTH Use Remedy Info (username in user.txt); return
buff=2,Return code = 0, Password authentication successful

 
/* Wed Jan 31 2007 15:23:12.5500 */ 
LOGIN  mrserate

 
/* Wed Jan 31 2007 15:23:12.5500 */  
FIXED  RELEASEmrserate

 
/* Wed Jan 31 2007 15:23:12.5500 */ 
LOGOUT mrserate
 
As you can see clearly, it calls AREA twice within a few milliseconds from
each other. So if I was using a Single Sign-On, this obviously wouldn't work
because a single-use token cannot be used twice. Would anyone have an idea
as to why it is still calling the AREA twice?
 
Thanks for all your help :)

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: Wednesday, January 31, 2007 5:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: SSO Problem: AREA being called more than once


** 
First, I would code the AREA plug-in to handle all calls properly.  You do
not need to authenticate on the subsequent calls unless a timeout is
reached.  You will need to provide address info and an OK return code.
 
Then, yes, 16 seems like it should work though the comments are confusing.
Perhaps 7 is more correct.
 
Note that you will have to restart the plug-in server to reload this value.
 
Try it and see
Ben

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mikhail Serate
Sent: January 30, 2007 10:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO Problem: AREA being called more than once


** 
Hello Ben,
I looked at the Configuration Guide's list of the parameters related to area
and notification and this is what i found:
 
Option:
External-Authentication-Return-Data-Capabilities
 
Description:
A bit mask that allows you to specify the return data capabilities for the
current AREA plugin. This setting does not control the AREA plugin, it
merely desecribes the behavior of the plugin, allowing for server
optimization. Acceptable values are as follows:
- Bit 1 (Value = 1) - no email address will be provided
- Bit 2 (Value = 2) - no notify mechanism will be provided
- Bit 3 (Value = 4) - no group identifiers will be provided
- Bit 4 (Value = 8) - no license information will be provided.
- Bit 5 (Value = 16) - no notification user validation should occur.
The default is 0, meaning the server wil attempt to retrieve this
information from AREA. A value of 7 will allow the server to potentially
reduce the number of AREA related calls during notification processing.
A value of 16 will allow the server to avoid using AREA for notification
user validation and information retrieval. Use this setting for sites using
a form of AREA that applies user names as email addresses and where there is
no benefit to accessing an authentication database.
 
So if I put the External-Authentication-Return-Data-Capabilities in the
ar.cfg and set it to 16, will ARS stop calling AREA twice?

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 Shanmugadas, Suresh
Sent: Monday, January 29, 2007 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: SSO Problem: AREA being called more than once


** 
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:

Re: SSO Problem: AREA being called more than once

2007-01-31 Thread Axton


Add the bits together to implement multiple parameters.  e.g., a value of 31
will disable all callbacks.

Axton Grams

On 1/31/07, Ben Chernys <[EMAIL PROTECTED]> wrote:


** First, I would code the AREA plug-in to handle all calls properly.  You
do not need to authenticate on the subsequent calls unless a timeout is
reached.  You will need to provide address info and an OK return code.

Then, yes, 16 seems like it should work though the comments are
confusing.  Perhaps 7 is more correct.

Note that you will have to restart the plug-in server to reload this
value.

Try it and see
Ben

 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Mikhail Serate
*Sent:* January 30, 2007 10:33 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: SSO Problem: AREA being called more than once

** Hello Ben,
I looked at the Configuration Guide's list of the parameters related to
area and notification and this is what i found:

Option:
External-Authentication-Return-Data-Capabilities

Description:
A bit mask that allows you to specify the return data capabilities for the
current AREA plugin. This setting does not control the AREA plugin, it
merely desecribes the behavior of the plugin, allowing for server
optimization. Acceptable values are as follows:
- Bit 1 (Value = 1) - no email address will be provided
- Bit 2 (Value = 2) - no notify mechanism will be provided
- Bit 3 (Value = 4) - no group identifiers will be provided
- Bit 4 (Value = 8) - no license information will be provided.
- Bit 5 (Value = 16) - no notification user validation should occur.
The default is 0, meaning the server wil attempt to retrieve this
information from AREA. A value of 7 will allow the server to potentially
reduce the number of AREA related calls during notification processing.
A value of 16 will allow the server to avoid using AREA for notification
user validation and information retrieval. Use this setting for sites using
a form of AREA that applies user names as email addresses and where there is
no benefit to accessing an authentication database.

So if I put the External-Authentication-Return-Data-Capabilities in the
ar.cfg and set it to 16, will ARS stop calling AREA twice?

*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 *Shanmugadas, Suresh
*Sent:* Monday, January 29, 2007 2:28 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: SSO Problem: AREA being called more than once

** *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
t

Re: upgrade for DST

2007-01-31 Thread Axton


Mid-tier was rewritten between 6.0.1 and 6.3.  If you use the mid-tier, you
will need to address the changes to this architecture (i.e., refactor css
changes to the new model).

Axton Grams

On 1/31/07, Mahan, Janet L [EQ] <[EMAIL PROTECTED]> wrote:


**

We are currently on a unix server Sun0S 5.9, ARS 6.00.01 patch 1351 and
Sybase 12.5.1/EBF 11657 ESD#2.  It is my understanding that we need to
upgrade to at least 6.0.3 patch 20 for DST and upgrade the mid-tier.  Is
this correct?

Has anyone performed a similar upgrade and identified any problems?  How
long does this usually take?

***Janet Mahan*

NSM Systems Admin II

EMBARQ

Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199

Email: [EMAIL PROTECTED]

Telecommuter - Florida

Mailstop: FLPTCA0101

Voice | Data | Internet | Wireless | Entertainment

This e-mail is the property of EMBARQ and may contain confidential and
privileged material for the sole use of the intended recipient(s). Any
review, use, distribution or disclosure by others is strictly prohibited. If
you are not the intended recipient (or authorized to receive for the
recipient), please contact the sender and delete all copies of the message.

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Re: Two Consultants Available - Asset Manager & Senior Remedy Developer

2007-01-31 Thread Nguyen, Tai D

 
List and  Jeff,
 
I apologize for the previous uninformed response about the position.  I
meant to send it to tease friend, and also as a joke, but by accident, I
replied to the whole group.  Honestly, I have no idea how much the
position is paid for.  Please accept my apology.  I am quite embarrased
by this.
 
Thanks
 
Tai

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Recall: Two Consultants Available - Asset Manager & Senior Remedy Developer

2007-01-31 Thread Nguyen, Tai D

Nguyen, Tai D would like to recall the message, "Two Consultants Available - 
Asset Manager & Senior Remedy Developer".

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Re: upgrade for DST

2007-01-31 Thread Easter, David

> It is my understanding that we need to upgrade to at least 6.0.3 patch
20 for DST and upgrade the mid-tier.  Is this correct?  
 
You may want to review the technical bulletin at:
http://www.bmc.com/supportu/documents/78/29/67829/67829.pdf to determine
if your environment will be affected by the DST event.  If you are not
using web services or the import/export function within AR System 6.0.1,
the impact to your environment may be minimal to none.
 
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 Axton
Sent: Wednesday, January 31, 2007 3:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: upgrade for DST


** Mid-tier was rewritten between 6.0.1 and 6.3.  If you use the
mid-tier, you will need to address the changes to this architecture
(i.e., refactor css changes to the new model).

Axton Grams


On 1/31/07, Mahan, Janet L [EQ] <[EMAIL PROTECTED]> wrote: 

** 

We are currently on a unix server Sun0S 5.9, ARS 6.00.01 patch
1351 and Sybase 12.5.1/EBF 11657 ESD#2.  It is my understanding that we
need to upgrade to at least 6.0.3 patch 20 for DST and upgrade the
mid-tier.  Is this correct?  

Has anyone performed a similar upgrade and identified any
problems?  How long does this usually take? 

Janet Mahan

NSM Systems Admin II

EMBARQ 

Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax:
941-766-6199

Email: [EMAIL PROTECTED] 

Telecommuter - Florida

Mailstop: FLPTCA0101

Voice | Data | Internet | Wireless | Entertainment

This e-mail is the property of EMBARQ and may contain
confidential and privileged material for the sole use of the intended
recipient(s). Any review, use, distribution or disclosure by others is
strictly prohibited. If you are not the intended recipient (or
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Re: Workflow

2007-01-31 Thread Doug Blair

All,

Funny that this subject would come up like this, but just Monday I got a
request to build the three second interval counter to show characters
remaining. Works.

I was concerned about performance too, so my test form has one active link
that calculates the remaining space in 16 character fields (set fields X =
255 - LENGTH($field$) every three seconds (one set field action, 16 fields).
The integer fields have no label, disabled change flag, and is displayed as
text adjacent to each character field. If you watch closely Aruser's CPU was
up by a (one) percent when this window is open, but you're only typing in
one field at a time. No human-discernable pause, but the workflow log gets
pretty large...

There's no client-server traffic in this, networking's not an issue.

Doug

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Re: TEst Please Ignore ... ADM: ignore this one too

Sending at 7:38 EST ...

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom
Sent: January 31, 2007 4:50 PM
To: arslist@ARSLIST.ORG
Subject: ADM:TEst Please Ignore ...

Let's see how long this takes to appear.

The Servers seem to be talking to each other,

now lets see if they are talking to us.

. Daniel

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Re: Workflow

Doug, not that this is a big deal or anything, but if the earlier report
that the 3 second interval AL was synced to happen all at once for multiple
clients, that means that either there is C/S traffic, or that there is some
variable set on the client as a result of the AL and form load.

Plus, you mentioned that logs got larger when it was active.  Were those
client logs or server?

I'm not picking at you, I just want to be as clear as I can be on some of
the find points of how it all works.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Doug Blair
Sent: Wednesday, January 31, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Workflow

All,

Funny that this subject would come up like this, but just Monday I got a
request to build the three second interval counter to show characters
remaining. Works.

I was concerned about performance too, so my test form has one active link
that calculates the remaining space in 16 character fields (set fields X =
255 - LENGTH($field$) every three seconds (one set field action, 16 fields).
The integer fields have no label, disabled change flag, and is displayed as
text adjacent to each character field. If you watch closely Aruser's CPU was
up by a (one) percent when this window is open, but you're only typing in
one field at a time. No human-discernable pause, but the workflow log gets
pretty large...

There's no client-server traffic in this, networking's not an issue.

Doug


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Re: ARLogAnalyzer output

2007-01-31 Thread Ankur Gulati (GR/EIL)

Hi Misi, 

I Would love to go through the copy of the presentation.


BR
Ankur

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: 01 February 2007 03:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARLogAnalyzer output

Thad,

Well, rrrLic is the most popular one. Probably because it is easier to
understand than hardcor logfile analysis...

Regardless of the tool you use (Notepad works), I would urge everyone to
use the logfiles more. Both for performance and troubleshooting issues.
You do not need to know that much to make use of them.

I did a presentation at UKRUG about performance tuning with logfiles.
Please let me know if you want a copy of the presentation. It goes
through the important API-calls for performance, and maps them to the
actual workflow involved to trigger them.

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

> Misi,
>
> I've used your rrrLic tool and guess I forgot about the others.  I'll 
> have to check them out.
>
> Thank you,
> Thad Esser
> Remedy Developer
> "Argue for your limitations, and sure enough, they're yours."-- 
> Richard Bach
>
>
>
> "Misi Mladoniczky" <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 01/31/2007 06:47 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Re: ARLogAnalyzer output
>
>
>
>
>
>
> Hi,
>
> I usually focus on the number of calls with "no gap", compared to the 
> total number of calls.
>
> To this end our rrrLog-tool presents a percentage for a gap less than 
> 1, 0.1, 0.01, 0.001 and 0.0001 seconds.
>
> http://www.rrr.se/tmp/rrrLogThread.html
>
> You have to decide what "no gap" means. My experience tell me to look 
> at the "less than 0.01 seconds" column.
>
> To get the exact number of times the server has queued calls, Server 
> Statistics would be the way to go.
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
>> I've spent countless hours reading and analyzing files like this and 
>> troubleshooting performance problems for the last couple years with
more
>> than 70% increase in performance. In my case the AVG Idle time
was
>> less than a second and in some cases very close to zero.  We ended up

>> doubling the number of threads, twice and saw a dramatic improvement.
>> While this may be subjective, I would increase your threads, but 
>> without knowing how many you already have It's hard to say by how 
>> much.  Though I'll stick my neck out and say, increase by about a 
>> third and evaluate your hardware performance during system load to 
>> determine whether it
> will
>> remain that much, AND look at new logs again, then adjust from there.

>> By looking at your numbers too, I might suggest increasing Fast 
>> threads
> more
>> than List.
>>
>> This is however a subjective and difficult to say how much better
your
>> system will be without just doing it and by trial and error.   If you
>> would like more info, or if I can further answer questions, contact
me.
>>
>> Thanks,
>> Rem
>>
>>
>> Date: Tue, 30 Jan 2007 11:16:59 -0800From:
[EMAIL PROTECTED]:
>> ARLogAnalyzer outputTo: [EMAIL PROTECTED] Hello, I haven't had 
>> much occasion to use the log analyzer very much, and I want to make 
>> sure I'm interpreting the results correctly as part of thread tuning.

>> In determining if I need to increase my threads, which column is more

>> important, the "AVG Idle Time" or the "MIN Idle Time"?  I can see it 
>> either way and was hoping someone would share their experience.
Thanks,
>> Thad API STATISTICS BY THREAD IDQueue  Thread   CountGaps
> MIN
>> Idle Time  MAX Idle Time  AVG Idle Time Total Idle Time--
>> -- --- --- -- --
--
>> ---Admin  001772  83  83 0.0150
>> 46:01.622055.63441:16:57.6600Fast   000744
4,015
>> 4,014 0.015017.8430 1.1034
1:13:49.3890Fast
>>   001432   3,977   3,976 0.016019.1870 1.1128
>>   1:13:44.7590Fast   001784   3,988   3,987 0.0160
>> 12.8110 1.11311:13:57.9920Fast   001956   3,868
>> 3,867 0.13.4830 1.1428
1:13:39.5520Fast
>>   002264   3,970   3,969 0.016012.8280 1.1217
>>   1:14:12.0360Fast   003660   3,983   3,982 0.0150
>> 19.5150 1.11541:14:01.7290Fast   003832   3,950
>> 3,949 0.016012.8120 1.1145
1:13:21.3690List
>>   001284   1,478   1,477 0.031019.9840 2.6610
>>   1:05:30.3070List   001508   1,684   1,683 0.
>> 14.8270 2.43141:08:12.1150List   001580   1,384
>> 1,383 0.062014.4050 2.6266
1:00:32.6020List
>>   001616   1,523   1,522 0.16.1870 2.4974
>>   1:03:21.1640List   001732   1,519   1,

Re: Filters limit for an operation ???

2007-01-31 Thread Tarun Kumar SHARMA

Hello Eric,

Thanks for your response. Currently we are using HP UX 11i Unix machine, 4GB 
RAM, 2 CPU. Is it sufficient to set the limit to 5 ?

Regards,
Tarun 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Eric Cleereman (IT)
Sent: Thursday, February 01, 2007 1:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Filters limit for an operation ???

Hi Tarun,

Our limit has been set at 5 for quite awhile now, and it is working fine at 
that setting.

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Tarun Kumar SHARMA
Sent: Wednesday, January 31, 2007 10:37 AM
To: arslist@ARSLIST.ORG
Subject: Filters limit for an operation ???


Hello,

Is anybody using limit for (File->Server Information->Maximum filters for an 
operation) >1 ? Does it work fine if the limit changed from 1 to 25000 
? If somebody knows please share. We have ARS 6.3,Helpdesk 6.0 and currently it 
is working on limit 1. But up to this limit one of our process is giving 
'Too many filters error'. Logical breaking of the process is very difficult for 
us. So we need the solution by increasing the limit of filters.

Regards,
Tarun

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Re: Filters limit for an operation ???