OT: ARSList awards meeting refreshments

[strauss]

All veterans of the ARSList awards at RUG (UserWorld most recently) know
that the favorite foodstuff for hurling at one another between
presentations is the Twinkie. They have also noted that while many were
thrown, very few were eaten. Now you can know why. Newsweek has an
article on Twinkie ingredients in this week's issue (March 5, 2007)
under "Health" on page 50. It is also on the web at
http://www.msnbc.msn.com/id/17303919/site/newsweek/ when I looked
tonight. With 39 ingredients, few normally considered edible, it is no
wonder that an unnamed attendee last year who had never eaten one took a
single bite, turned green, and left quickly.

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

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Re: Mid Tier 7.0.1 Patch 01

[Kern, Robert SBA]

In case you are running against a 6.3 server with your 7.0.01p1 version of 
Midtier, check SW00250589 ... maybe you are facing that one.

"User with special characters (like äöü) in the password can not login to the 
AR System with MidTier. Access from usertool is fine." 

Escalation info:
"After further review we have determined this issue to be somewhat more complex 
to address then initially envisaged, at this time we are unable to offer a 
timeframe when this issue can be fixed as there are several components in play 
here that all need to be addressed. In the interim passwords containing only 
ascii characters will work as expected when logging in via a Midtier 7.0.1 MT 
into a 6.3 AR Server."

Cheers from Germany.



Mit freundlichen Grüssen
Robert Kern

Siemens AG
GIO IT SHS SBA
Sodener Str. 9
65824 Schwalbach, Germany
Tel.: +49 6196 87-2546
Fax: +49 6196 87-792546
Mobil: +49 170-8522515
mailto:[EMAIL PROTECTED]

Siemens Aktiengesellschaft: Vorsitzender des Aufsichtsrats: Heinrich v. Pierer; 
Vorstand: Klaus Kleinfeld, Vorsitzender; Johannes Feldmayer, Joe Kaeser, 
Rudi Lamprecht, Eduardo Montes, Jürgen Radomski, Erich R. Reinhardt, 
Hermann Requardt, Uriel J. Sharef, Klaus Wucherer
Sitz der Gesellschaft: Berlin und München
Registergericht: Berlin Charlottenburg, HRB 12300, München, HRB 6684
WEEE-Reg.-Nr. DE 23691322

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Re: Apple Safari Web Interface

[Gene Ushinsky]

David,

Is there an official page/KB article somewhere that states that Safari is
not currently supported? I have been asked by my superiors to have something
to show.

Also, since you did figure out what the problem was between Safari and
Remedy, can you share what the problem is? Is it even possible to fix with
the current version of Safari?

Thanks.
Gene


> From: "Easter, David" <[EMAIL PROTECTED]>
> Reply-To: 
> Newsgroups: public.remedy.arsystem.general
> Date: Mon, 29 Jan 2007 18:39:03 -0800
> To: 
> Conversation: Apple Safari Web Interface
> Subject: Re: Apple Safari Web Interface
> 
>  
>> but have yet to figure out what it is.
> 
> Actually, BMC did work with Apple and figured out what it is.  Apple is
> making changes to the Safari browser in Leopard (Mac OS X 10.5) and BMC
> is scheduled to pick up support for Safari in the mid-2007 release of AR
> System to take advantage of those changes.
> 
> 
> Thanks,
> 
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> 
> BMC Software, Inc.
>  
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Monday, January 29, 2007 4:57 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Apple Safari Web Interface
> 
> Gene,
> 
> Safari does not work. It is not supported. And the last time I heard a
> voice from BMC say "Safari" was to say that it does not have a "debug"
> type environment that will allow them to figure out what is wrong with
> it. :)
> 
> Basically BMC holds that what they are doing is "standards based" and
> that there must be something that Safari does not support, or correctly
> support that is the root problem. They think it is something "simple",
> but have yet to figure out what it is. (Thus it is not
> supported.)
> 
> 
> Personally I would love to see a feature in the Mid-Tier that would
> allow a person to figure out if the browser is on the "Supported"
> list, on the "not supported, but is known to mostly work", or on the
> "nope... that is broke" list of browsers out there BEFORE the user
> actually attempts to login to the ARS server. However, such a feature is
> also "unsupported" too.
> 
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
> 
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
> 
> 
> 
> On 1/29/07, Gene Ushinsky <[EMAIL PROTECTED]> wrote:
>> **
>>  I am somewhat new to Remedy and may not ask the question correctly
>> but here it is.
>> 
>>  We have a 6.x installation of Remedy that has a web interface to it.
>> Seems that IE6 and FireFox 2 work quite well with it. However, Apple's
> 
>> Safari 2.x doesn't. There is nothing on the screen - the page is
> blank.
>> 
>>  Is this is a known issue? Is this something we need to fix on site,
>> as it is part of our setup and forms we use? Any help and pointers
>> would be appreciated.
>> 
>>  Gene
>> 
>>  geneushinsky
>>  OIT - Service Desks Support Manager
>>  [EMAIL PROTECTED] | MB 161A | 801.422.2716
>> __20060125___This posting was submitted with HTML
>> in it___
> 
> 
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Re: Remedy Support/Engineering

[Warren Baltimore]

I'm starting wonder if the only difference between Peregrine and BMC
is the pace in which they took in killing a great product

just sayin

On 2/28/07, Axton <[EMAIL PROTECTED]> wrote:

What do you think would be a fair asking price from BMC to offer a
support level where engineers are dedicated to fix bugs in the product
when they are discovered?

30, 50, 100, 500%...

How about 15-20% ?

Sorry, just venting because I am really getting burned by defects in
the products.

Axton

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--
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the
University of Washington, or the State of Washington.  They are my
own.

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Remedy Support/Engineering

[Axton]

What do you think would be a fair asking price from BMC to offer a
support level where engineers are dedicated to fix bugs in the product
when they are discovered?

30, 50, 100, 500%...

How about 15-20% ?

Sorry, just venting because I am really getting burned by defects in
the products.

Axton

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Re: Archive Form Invalid

[Amen, Kevin]

Tried to add two new groups to the permissions on a field.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, February 28, 2007 16:03
To: arslist@ARSLIST.ORG
Subject: Re: Archive Form Invalid


** 
What kind of a change did you do... fieldid by any chance? 

- Original Message 
From: "Amen, Kevin" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 6:41:18 PM
Subject: Archive Form Invalid

** 

Hello All, 

I made a change to a field on a form.  The form has an archive form set.
When trying to save the for, received the following error:

The Archive form is invalid. Archive form should not be in use and 
it's data fields should match those in the main form. 
Please check the manual for requirements for a valid Archive form.
(ARERR 8999). 


The main form and archive form are now no longer connected.  Any ideas? 


Kevin Amen 
Novartis Vaccines & Diagnostics
Information Management, Applications
510.923.3691 (Office) / 510.520.4060 (Cell) 


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Re: Patch 20 and 21

[patrick zandi]

I need to take the Email.. it is not working for me.. I think it is related
to JAVA .. I will put in a ticket on this as well.. Sorry..  it still might
be me..

On 2/28/07, patrick zandi <[EMAIL PROTECTED]> wrote:


David,

 I did notice that there are a couple of report types added (not sure
what, or why) from 20 - 21
Also had a nice clean install both ar_install and ed_install..
Look's very clean.. from the SOLARIS 10 / Oracle 10.2.0.3 - Oracle 9i
Client  side..

FB_install was a different story .. AFter the EULA, I got LD errors.. Will
contact support on this..
I also got this with P20 .. so I am sure it is me..
-->ld.so.1: tput: fatal: relocation error:



On 2/28/07, Easter, David <[EMAIL PROTECTED]> wrote:
>
> ** No client changes were made in Patch 21 - which is why that folder is
> not included.  The fixes in the areas provided (server, E-mail, Mid-Tier)
> are cumulative so if you load those areas from Patch 21, you do not need to
> load those areas from Patch 20.
>
> Thanks,
>
>  -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed
> in this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>
>  --
> *From:* Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG
> ] *On Behalf Of *Katherine Hoffner
> *Sent:* Wednesday, February 28, 2007 3:00 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Patch 20 and 21
>
>
>  ** Hey...I have a question.  Now that patch 21 is out.  Is it necessary
> to load
> patch 20 and then 21?  I noticed that on patch 20 there is a client
> patch
> where on 21 there isnt.
>
>
> --
> Katherine __20060125___This posting was submitted
> with HTML in it___
> __20060125___This posting was submitted with HTML in
> it___
>



--
Patrick Zandi





--
Patrick Zandi

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Re: Patch 20 and 21

[patrick zandi]

David,

I did notice that there are a couple of report types added (not sure what,
or why) from 20 - 21
Also had a nice clean install both ar_install and ed_install..
Look's very clean.. from the SOLARIS 10 / Oracle 10.2.0.3 - Oracle 9i
Client  side..

FB_install was a different story .. AFter the EULA, I got LD errors.. Will
contact support on this..
I also got this with P20 .. so I am sure it is me..
-->ld.so.1: tput: fatal: relocation error:



On 2/28/07, Easter, David <[EMAIL PROTECTED]> wrote:


** No client changes were made in Patch 21 - which is why that folder is
not included.  The fixes in the areas provided (server, E-mail, Mid-Tier)
are cumulative so if you load those areas from Patch 21, you do not need to
load those areas from Patch 20.

Thanks,

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

The opinions, statements, and/or suggested courses of action expressed in
this E-mail do not necessarily reflect those of BMC Software, Inc.  My
voluntary participation in this forum is not intended to convey a role as a
spokesperson, liaison or public relations representative for BMC Software,
Inc.


 --
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Katherine Hoffner
*Sent:* Wednesday, February 28, 2007 3:00 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Patch 20 and 21


 ** Hey...I have a question.  Now that patch 21 is out.  Is it necessary
to load
patch 20 and then 21?  I noticed that on patch 20 there is a client patch
where on 21 there isnt.


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





--
Patrick Zandi

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Re: Patch 20 and 21

[Easter, David]

No client changes were made in Patch 21 - which is why that folder is
not included.  The fixes in the areas provided (server, E-mail,
Mid-Tier) are cumulative so if you load those areas from Patch 21, you
do not need to load those areas from Patch 20.
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Katherine Hoffner
Sent: Wednesday, February 28, 2007 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Patch 20 and 21


** Hey...I have a question.  Now that patch 21 is out.  Is it necessary
to load
patch 20 and then 21?  I noticed that on patch 20 there is a client
patch
where on 21 there isnt.


-- 
Katherine __20060125___This posting was submitted
with HTML in it___ 

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Re: Patch 21

[Rick Parry]

Hello Gary,
 
Just upgraded from 5.1.2 to 6.3 Patch 21 on the ARServer, AREmail and 
Flashboards. I have not finished my testing but it's looking good.
 
Take care,
 
Rick

>>> "Opela, Gary L Contr OC-ALC/ITMA" <[EMAIL PROTECTED]> 2/28/2007 2:17 PM >>>

Actually, nevermind, I found the midtier.exe install file under 
/smbu_patches/ars/6.3/patch021/midtier/installers/midtier.exe.
 
I*m still interested to know from anyone else how it*s been going.

Thanks
 
 


From:Opela, Gary L Contr OC-ALC/ITMA 
Sent: Wednesday, February 28, 2007 3:09 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Patch 21

 
Where is the install file? All we can find are a slough of random files and 
readmes. Is there not a single file I can download that will automagically 
patch the Mid-Tier?
 
 


From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
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Re: Locking out AD accounts

[John Hanson]

Hmm.  Good point.  Most of the users haven't upgraded their user clients
yet and are still using AR User 5.1.2 p1267 (yes, I know this is bad and
we're working on updating everyone's clients).  But nobody uses the
Alert tool.
 
Thanks!
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Wednesday, February 28, 2007 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Locking out AD accounts


** 
You don't state if your users are using patch 18 of the User
tool or not... There is a bug fixed in User Tool patch 17
 
SW00234712 -- When it fails to login to Alert Tool, AREA Plugin
is called twice. When it fails to login to Admin, User, Import Tool,
AREA Plugin is called once.
 
Can your users be bringing up the Alert Tool also?   If they are
then when they type their password wrong they can be making 4 AREA tries
(User to 2 servers and Alert to 2 servers).
 
Fred


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Wednesday, February 28, 2007 5:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Locking out AD accounts


** 
Not quite - we have 2 servers in our server group.
 
Thanks,
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, February 28, 2007 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Locking out AD accounts


** 

You don't happen to be behind a server group having 3 or
more servers are you?? I cannot really confirm it but it might be
possible that the AR Client is designed to try the next server if it
doesn't get into the first one and so on.. until it fails on 3 or more
thus invalidating the user on AD with 3 bad password attempts...

 

Just a thought...

 

Joe


- Original Message 
From: John Hanson <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 5:55:24 PM
Subject: Locking out AD accounts

** 

Hello all, 
Since we upgraded to 6.3 I've been getting several
reports from users who say that their active directory accounts are
being locked out after a single bad password attempt, whereas in the
previous version this was not the case.  We're using the same AREA LDAP
integration now that we did before, but it seems that in 6.3 Remedy
tries to contact the LDAP server several times instead of just once.
Does anyone know of a configuration setting that I can add that would
prevent it from making so many attempts?

I found something of use in a KB article for version
5.1.2, but it doesn't seem to apply here...: It is recommended that
users use 5.0.1 patch 1136 or higher of the client User Tool because it
fixes a problem where if the user enters in the wrong password, the
unpatched version keeps trying to login the user 5 times. Most customers
have a rule set up to lock out a users account if they try three times
without entering in the correct password. Therefore, the unpatched user
tool can lock out a user's NT account if they make one mistake on the
password.

Any thoughts are appreciated. 

ARS 6.3 p18 
Solaris 9 
Oracle 9.2 

Thanks!! 

John Hanson
Remedy Administrator/Developer
The Standard
1100 SW Sixth Avenue
Portland, OR 97204
Telephone (971) 321-7153
[EMAIL PROTECTED]


 
 

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Re: Archive Form Invalid

[Joe DeSouza]

What kind of a change did you do... fieldid by any chance?


- Original Message 
From: "Amen, Kevin" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 6:41:18 PM
Subject: Archive Form Invalid

** 
Hello All, 
I made a change to a field on a form.  The form has an archive form set.  When 
trying to save the for, received the following error:
The Archive form is invalid. Archive form should not be in use and 
it's data fields should match those in the main form. 
Please check the manual for requirements for a valid Archive form. (ARERR 
8999). 


The main form and archive form are now no longer connected.  Any ideas? 


Kevin Amen 
Novartis Vaccines & Diagnostics
Information Management, Applications
510.923.3691 (Office) / 510.520.4060 (Cell) 

__20060125___This posting was submitted with HTML in it___


 

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Re: Locking out AD accounts

[Ben Chernys]

Amazingly, these guys don't have ethernet at all!  Don't know what to do now.  
Guess I should have checked better.  Just thought that they would by looking 
around the facilities.

They have wireless but only in the reception area.

HELP!

Ben

>- --- Original Message --- -
>From: John Hanson <[EMAIL PROTECTED]>
>To:   arslist@ARSLIST.ORG
>Sent: Wed, 28 Feb 2007 14:55:24
>
>Hello all,
>Since we upgraded to 6.3 I've been getting several
>reports from users
>who say that their active directory accounts are
>being locked out after
>a single bad password attempt, whereas in the
>previous version this was
>not the case.  We're using the same AREA LDAP
>integration now that we
>did before, but it seems that in 6.3 Remedy tries
>to contact the LDAP
>server several times instead of just once.  Does
>anyone know of a
>configuration setting that I can add that would
>prevent it from making
>so many attempts?
>
>I found something of use in a KB article for
>version 5.1.2, but it
>doesn't seem to apply here...: It is recommended
>that users use 5.0.1
>patch 1136 or higher of the client User Tool
>because it fixes a problem
>where if the user enters in the wrong password, the
>unpatched version
>keeps trying to login the user 5 times. Most
>customers have a rule set
>up to lock out a users account if they try three
>times without entering
>in the correct password. Therefore, the unpatched
>user tool can lock out
>a user's NT account if they make one mistake on the
>password.
>
>Any thoughts are appreciated.
>
>ARS 6.3 p18
>Solaris 9
>Oracle 9.2
>
>Thanks!!
>
>John Hanson 
>Remedy Administrator/Developer 
>The Standard
>1100 SW Sixth Avenue 
>Portland, OR 97204 
>Telephone (971) 321-7153
>[EMAIL PROTECTED]
>
>
>
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>
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Re: Locking out AD accounts

[Grooms, Frederick W]

You don't state if your users are using patch 18 of the User tool or
not... There is a bug fixed in User Tool patch 17
 
SW00234712 -- When it fails to login to Alert Tool, AREA Plugin is
called twice. When it fails to login to Admin, User, Import Tool, AREA
Plugin is called once.
 
Can your users be bringing up the Alert Tool also?   If they are then
when they type their password wrong they can be making 4 AREA tries
(User to 2 servers and Alert to 2 servers).
 
Fred




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Wednesday, February 28, 2007 5:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Locking out AD accounts


** 
Not quite - we have 2 servers in our server group.
 
Thanks,
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, February 28, 2007 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Locking out AD accounts


** 

You don't happen to be behind a server group having 3 or more
servers are you?? I cannot really confirm it but it might be possible
that the AR Client is designed to try the next server if it doesn't get
into the first one and so on.. until it fails on 3 or more thus
invalidating the user on AD with 3 bad password attempts...

 

Just a thought...

 

Joe


- Original Message 
From: John Hanson <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 5:55:24 PM
Subject: Locking out AD accounts

** 

Hello all, 
Since we upgraded to 6.3 I've been getting several reports from
users who say that their active directory accounts are being locked out
after a single bad password attempt, whereas in the previous version
this was not the case.  We're using the same AREA LDAP integration now
that we did before, but it seems that in 6.3 Remedy tries to contact the
LDAP server several times instead of just once.  Does anyone know of a
configuration setting that I can add that would prevent it from making
so many attempts?

I found something of use in a KB article for version 5.1.2, but
it doesn't seem to apply here...: It is recommended that users use 5.0.1
patch 1136 or higher of the client User Tool because it fixes a problem
where if the user enters in the wrong password, the unpatched version
keeps trying to login the user 5 times. Most customers have a rule set
up to lock out a users account if they try three times without entering
in the correct password. Therefore, the unpatched user tool can lock out
a user's NT account if they make one mistake on the password.

Any thoughts are appreciated. 

ARS 6.3 p18 
Solaris 9 
Oracle 9.2 

Thanks!! 

John Hanson
Remedy Administrator/Developer
The Standard
1100 SW Sixth Avenue
Portland, OR 97204
Telephone (971) 321-7153
[EMAIL PROTECTED]


 
 


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Re: Locking out AD accounts

[John Hanson]

Not quite - we have 2 servers in our server group.
 
Thanks,
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, February 28, 2007 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Locking out AD accounts


** 

You don't happen to be behind a server group having 3 or more
servers are you?? I cannot really confirm it but it might be possible
that the AR Client is designed to try the next server if it doesn't get
into the first one and so on.. until it fails on 3 or more thus
invalidating the user on AD with 3 bad password attempts...

 

Just a thought...

 

Joe


- Original Message 
From: John Hanson <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 5:55:24 PM
Subject: Locking out AD accounts

** 

Hello all, 
Since we upgraded to 6.3 I've been getting several reports from
users who say that their active directory accounts are being locked out
after a single bad password attempt, whereas in the previous version
this was not the case.  We're using the same AREA LDAP integration now
that we did before, but it seems that in 6.3 Remedy tries to contact the
LDAP server several times instead of just once.  Does anyone know of a
configuration setting that I can add that would prevent it from making
so many attempts?

I found something of use in a KB article for version 5.1.2, but
it doesn't seem to apply here...: It is recommended that users use 5.0.1
patch 1136 or higher of the client User Tool because it fixes a problem
where if the user enters in the wrong password, the unpatched version
keeps trying to login the user 5 times. Most customers have a rule set
up to lock out a users account if they try three times without entering
in the correct password. Therefore, the unpatched user tool can lock out
a user's NT account if they make one mistake on the password.

Any thoughts are appreciated. 

ARS 6.3 p18 
Solaris 9 
Oracle 9.2 

Thanks!! 

John Hanson
Remedy Administrator/Developer
The Standard
1100 SW Sixth Avenue
Portland, OR 97204
Telephone (971) 321-7153
[EMAIL PROTECTED]


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Archive Form Invalid

[Amen, Kevin]

Hello All,

I made a change to a field on a form.  The form has an archive form set.
When trying to save the for, received the following error:

The Archive form is invalid. Archive form should not be in use and 
it's data fields should match those in the main form. 
Please check the manual for requirements for a valid Archive form.
(ARERR 8999).


The main form and archive form are now no longer connected.  Any ideas?


> Kevin Amen
Novartis Vaccines & Diagnostics
Information Management, Applications
510.923.3691 (Office) / 510.520.4060 (Cell)



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Re: Locking out AD accounts

[Joe DeSouza]

You don't happen to be behind a server group having 3 or more servers are you?? 
I cannot really confirm it but it might be possible that the AR Client is 
designed to try the next server if it doesn't get into the first one and so 
on.. until it fails on 3 or more thus invalidating the user on AD with 3 bad 
password attempts...

Just a thought...

Joe

- Original Message 
From: John Hanson <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 5:55:24 PM
Subject: Locking out AD accounts

** 
Hello all, 
Since we upgraded to 6.3 I've been getting several reports from users who say 
that their active directory accounts are being locked out after a single bad 
password attempt, whereas in the previous version this was not the case.  We're 
using the same AREA LDAP integration now that we did before, but it seems that 
in 6.3 Remedy tries to contact the LDAP server several times instead of just 
once.  Does anyone know of a configuration setting that I can add that would 
prevent it from making so many attempts?
I found something of use in a KB article for version 5.1.2, but it doesn't seem 
to apply here…: It is recommended that users use 5.0.1 patch 1136 or higher of 
the client User Tool because it fixes a problem where if the user enters in the 
wrong password, the unpatched version keeps trying to login the user 5 times. 
Most customers have a rule set up to lock out a users account if they try three 
times without entering in the correct password. Therefore, the unpatched user 
tool can lock out a user's NT account if they make one mistake on the password.
Any thoughts are appreciated. 
ARS 6.3 p18 
Solaris 9 
Oracle 9.2 
Thanks!! 
John Hanson
Remedy Administrator/Developer
The Standard
1100 SW Sixth Avenue
Portland, OR 97204
Telephone (971) 321-7153
[EMAIL PROTECTED]


 

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Incident Management configuration

[strauss]

Has anyone found any useful documentation (or created any) on how to
actually _use_ the Scripts feature in Incident Management? Since there
is no administrator's guide to IT Service Management, or for Incident or
Problem for that matter, we are stuck with screen shots of empty forms
in the configuration guide and no hint at how we might actually want to
use them, followed by miniature paragraphs in the user guide that hint
that we might want to use these features if the administrator (that's
us!) has set them up. Even ONE example of each type (Initiator and
Assignment Script in the documentation or sample data would have been
_very_ helpful.

We have figured out a little more about decision trees and templates,
the latter aided by the more comprehensive administrator's guide for the
Task Management System, supplemented by the Incident Management Task
Template Add-On User's guide (you need all of the docs to figure it out,
except where the add-on has actually broken functionality in the Change
Management system).

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

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Re: Help with View Form

[Joe DeSouza]

Ooops.. somehow I missed that..

- Original Message 
From: "Heider, Stephen" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 4:21:47 PM
Subject: Re: Help with View Form

** 
Joe, 
 
I believe varchar2 is for Oracle.  Simon mentioned that he is using SQL Server.
 
 
Stephen




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Joe DeSouza
Sent: Wednesday, February 28, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with View Form


** 
Stephen... Didn't you mean the datatype VARCHAR2 ?? I haven't tested it with 
VARCHAR but I think its not a supported datatype.. VARCHAR2 is...
 
Simon... the new field you are creating, are you sure you are specifying the 
correct field name in the Database tab?? If not you can try selecting the field 
by right clicking on your view form and choosing the first option on the menu 
that appears on right clicking which will list all the available fields on the 
view form...
 
Cheers
 
Joe


- Original Message 
From: "Heider, Stephen" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 2:29:59 PM
Subject: Re: Help with View Form


Simon,

What are the data types in the base table(s) of the SQL View?  Try CASTing them 
to VARCHAR.  If that doesn't work then add RTRIM or LEFT(fld, 255) to the 
colums.

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Simon Beckman
Sent: Wednesday, February 28, 2007 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Help with View Form

I am trying to create a view form using ARS 6.3 and failing. Any help 
greatfully received.  Here is the story

There is a View in an SMS database that I want to bring into Remedy.  I have 
created the Linked Servers (db are on SQL Server 2000) with no problem and 
created a view in the Remedy db using the following

create view dbo.smstestview as select MachineID AS MachineID_SMS, Domain AS 
Domain_SMS, Name AS Name_SMS, SiteID AS SiteID_SMS from 
CGTSSMSM0001.SMS_UIT.dbo.Remedy_Test_View

If I return rows from this newly created view in the remedy dB, I see all the 
data and columns. which is great.

So now, into the Remedy Administrator tool and Create a new View Form. I enter 
the View Name and hit the Load button.  I am then returned only one column from 
the view that I can select and this column is the Primary Key.

If I select it and save the view form and then go into the Remedy User Tool and 
search on the new View Form, I see all the rows returned with just that one 
primary key field showing. So far so good-ish If I then try and go back to 
the View Form in the Admin tool and add another field, mapped to another column 
in the view and then save the Form, I get the error message stating "Cannot 
Create or Modify a data field without specifying a corresponding DB columnname. 
Please specify a valid DB column name (ARERR 2988)"

I know the column is correct. Permissions seem ok too.  So why cant I see those 
other columns and select them when creating the View Form?

I have even created a Display Only field on my view form and written an AL that 
fires some Direct SQL to perform a select statement on the view and this works 
! So permission dont seem to be the issue.

Please can anyone shed any light on this.

Many thanks,

Simon.


 

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Patch 20 and 21

[Katherine Hoffner]

Hey...I have a question.  Now that patch 21 is out.  Is it necessary to load
patch 20 and then 21?  I noticed that on patch 20 there is a client patch
where on 21 there isnt.


--
Katherine

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Locking out AD accounts

[John Hanson]

Hello all,
Since we upgraded to 6.3 I've been getting several reports from users
who say that their active directory accounts are being locked out after
a single bad password attempt, whereas in the previous version this was
not the case.  We're using the same AREA LDAP integration now that we
did before, but it seems that in 6.3 Remedy tries to contact the LDAP
server several times instead of just once.  Does anyone know of a
configuration setting that I can add that would prevent it from making
so many attempts?

I found something of use in a KB article for version 5.1.2, but it
doesn't seem to apply here...: It is recommended that users use 5.0.1
patch 1136 or higher of the client User Tool because it fixes a problem
where if the user enters in the wrong password, the unpatched version
keeps trying to login the user 5 times. Most customers have a rule set
up to lock out a users account if they try three times without entering
in the correct password. Therefore, the unpatched user tool can lock out
a user's NT account if they make one mistake on the password.

Any thoughts are appreciated.

ARS 6.3 p18
Solaris 9
Oracle 9.2

Thanks!!

John Hanson 
Remedy Administrator/Developer 
The Standard
1100 SW Sixth Avenue 
Portland, OR 97204 
Telephone (971) 321-7153
[EMAIL PROTECTED]



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Re: Mid Tier 7.0.1 Patch 01

[Maria C Delagarza]

Lisa,

Try syching your admin password on the Mid-Tier and the Admin Tool.  In
the Admin tool it is under Server Information/Connection Settings.  On
the mid-tier it is under Server Settings/Edit.  They need to match. Hope
this helps.

MCD
Maria C Delagarza
Senior AR System Developer
Eluri Designs 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, February 28, 2007 1:30 PM
To: arslist@ARSLIST.ORG
Subject: Mid Tier 7.0.1 Patch 01

 
I installed the Mid Tier on our server and tried to do a simple login
and I'm getting "invalid password or authentication string for an
existing user"

I have Mid Tier 6.3 installed on another server (pointing to the same
ARS) and I'm able to sign on just fine.

I'm able to sign on to the config.jsp pages on both servers just fine.

Any ideas?

Lisa


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Re: API Errors

[Halstead, Robert]

Misi,

No we don't use a portmapper, but we do use the port 3606 for remedy.
We are using this in our api call.  Is this error a result of not being
able to hit the server?

Bob Halstead

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: Wednesday, February 28, 2007 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: API Errors

Hi Bob,

I would guess that something has changed with the portmapper or
TCP-port-setting on the server.

Do you specify a TCP-port in ARUser, or do you use the portmapper?

The files arrpc63.dll and arutl63.dll are needed in addition to the
arapi63.dll. They are shipped, for instance, with ARAdmin and ARUser. I
do not think this has anything to do with your current problem.

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

> I'm trying to connect to our test server via the Java API and keep 
> getting this error:
>
> MessageType: 2
> MessageNum: 90
> MessageText: Cannot open catalog; Message number = 90
> AppendedText: 172.18.252.44 (0) : RPC: Program not registered
> at com.remedy.arsys.api.Proxy.ARCreateEntry(Native Method)
> at com.remedy.arsys.api.Entry.create(Entry.java:162)
> at net.bresnan.remedy.Connect.createNewTicket(Connect.java:76)
> at net.bresnan.remedy.Connect.main(Connect.java:41)
>
> We are using the API from 6.3 patch 18 to connect to a server 6.3 
> patch 20.  The API worked before we patched to 20 a couple of days 
> ago.  This java code is being executed on a windows box, using the 
> jar's and dlls, to access a server on Unix.
>
> We are logging in with Demo as the user name and trying to access form

> BZ:Incident.  Both which work when we log in via the User tool.
>
> Incidentally, we are also trying to do this in ARSPerl but getting the

> same result.
>
> I've also tried to use the patch 20 dll's and jar files, but for some 
> reason arapi63.dll is asking for arutl63.dll when that file doesn't 
> exist in the directories under API.
>
> Any thoughts?  I can send the code we're using out to anyone, but 
> would rather take it off list so that we don't clutter it up.
>
> Bob Halstead
> Advanced Services "The superior man cannot be
> known in little matters,
> Bresnan Communications   The small man may not be
> entrusted with great concerns,
> Billings, Montana but he may be known
in
> little matters."
>
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> ARSlist:"Where the Answers Are"
>


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Re: Mid Tier 7.0.1 Patch 01

[Warren Baltimore]

Lisa,

Are you using sometype of external authentication?  Or is it "straight remedy"?

On 2/28/07, Kemes, Lisa <[EMAIL PROTECTED]> wrote:


I installed the Mid Tier on our server and tried to do a simple login
and I'm getting "invalid password or authentication string for an
existing user"

I have Mid Tier 6.3 installed on another server (pointing to the same
ARS) and I'm able to sign on just fine.

I'm able to sign on to the config.jsp pages on both servers just fine.

Any ideas?

Lisa

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--
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the
University of Washington, or the State of Washington.  They are my
own.

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Re: API Errors

[Misi Mladoniczky]

Hi Bob,

I would guess that something has changed with the portmapper or
TCP-port-setting on the server.

Do you specify a TCP-port in ARUser, or do you use the portmapper?

The files arrpc63.dll and arutl63.dll are needed in addition to the
arapi63.dll. They are shipped, for instance, with ARAdmin and ARUser. I do
not think this has anything to do with your current problem.

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

> I'm trying to connect to our test server via the Java API and keep
> getting this error:
>
> MessageType: 2
> MessageNum: 90
> MessageText: Cannot open catalog; Message number = 90
> AppendedText: 172.18.252.44 (0) : RPC: Program not registered
> at com.remedy.arsys.api.Proxy.ARCreateEntry(Native Method)
> at com.remedy.arsys.api.Entry.create(Entry.java:162)
> at net.bresnan.remedy.Connect.createNewTicket(Connect.java:76)
> at net.bresnan.remedy.Connect.main(Connect.java:41)
>
> We are using the API from 6.3 patch 18 to connect to a server 6.3 patch
> 20.  The API worked before we patched to 20 a couple of days ago.  This
> java code is being executed on a windows box, using the jar's and dlls,
> to access a server on Unix.
>
> We are logging in with Demo as the user name and trying to access form
> BZ:Incident.  Both which work when we log in via the User tool.
>
> Incidentally, we are also trying to do this in ARSPerl but getting the
> same result.
>
> I've also tried to use the patch 20 dll's and jar files, but for some
> reason arapi63.dll is asking for arutl63.dll when that file doesn't
> exist in the directories under API.
>
> Any thoughts?  I can send the code we're using out to anyone, but would
> rather take it off list so that we don't clutter it up.
>
> Bob Halstead
> Advanced Services "The superior man cannot be
> known in little matters,
> Bresnan Communications   The small man may not be
> entrusted with great concerns,
> Billings, Montana but he may be known in
> little matters."
>
>
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>

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Re: Notify Action on a Filter

[Shellman, David]

Amanda,
 
I'm working an issue with Support at the moment.  The issue I'm working
deals with a unique situation where the emails are not sent.  We have
two customer email fields.  One is for the To: field and the other is
for the CC: field.  The notify in the filter defined to send as email
with the The User Name portion defined to what is the To: email address
field and the CC: field is the second email address field.  If the To:
field is filled in then email is sent.  If the To: and the CC: field are
filled in the email is sent.  If only the CC: field is filled in then
it's not.  The filter fires OK the action is deferred to the 3rd phase
but the notify seems to recognize the To: field is blank and the process
bails.
 
Dave


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierce, Amanda (TBS)
Sent: Wednesday, February 28, 2007 4:37 PM
To: arslist@ARSLIST.ORG
Subject: Notify Action on a Filter


** 

All,

I am experiencing a weird issue in my test environment.

I have an Outgoing mailbox set up and it is set to the default. If I
have workflow that does a Push Fields to the ARSystem Email Message form
the emails go out fine. If I do a Filter Notify action, the emails are
not sending out. Anyone here of this happening? I am puzzled...

Any help would be appreciated!

Thanks

 

Amanda Pierce

__20060125___This posting was submitted with HTML in
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Re: 5.x ARS Client Silent Un Install ?

[Kyle Whitley]

Anyone?

Kyle Whitley wrote:
Is it possible to perform a silent uninstall to automate the uninstall 
of the 5.x user tool? We are upgrading our clients to the 7.x client 
doing a silent install and would like to remove the old client 
silently if possible.


Thanks

Kyle



--
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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Notify Action on a Filter

[Pierce, Amanda (TBS)]

All,

I am experiencing a weird issue in my test environment.

I have an Outgoing mailbox set up and it is set to the default. If I
have workflow that does a Push Fields to the ARSystem Email Message form
the emails go out fine. If I do a Filter Notify action, the emails are
not sending out. Anyone here of this happening? I am puzzled...

Any help would be appreciated!

Thanks

 

Amanda Pierce


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Read: Read: Spam: Re: arplugin not running SOLVED

[Dunn, Eric]

Your message

  To:  arslist@ARSLIST.ORG
  Subject: Read: Spam: Re: arplugin not running SOLVED
  Sent:Wed, 28 Feb 2007 09:48:21 -0600

was read on Wed, 28 Feb 2007 15:35:41 -0600

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Mid Tier 7.0.1 Patch 01

[Kemes, Lisa]

 
I installed the Mid Tier on our server and tried to do a simple login
and I'm getting "invalid password or authentication string for an
existing user"

I have Mid Tier 6.3 installed on another server (pointing to the same
ARS) and I'm able to sign on just fine.

I'm able to sign on to the config.jsp pages on both servers just fine.

Any ideas?

Lisa

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Re: Help with View Form

[Heider, Stephen]

Joe, 
 
I believe varchar2 is for Oracle.  Simon mentioned that he is using SQL
Server.
 
 
Stephen



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, February 28, 2007 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with View Form


** 

Stephen... Didn't you mean the datatype VARCHAR2 ?? I haven't tested it
with VARCHAR but I think its not a supported datatype.. VARCHAR2 is...

 

Simon... the new field you are creating, are you sure you are specifying
the correct field name in the Database tab?? If not you can try
selecting the field by right clicking on your view form and choosing the
first option on the menu that appears on right clicking which will list
all the available fields on the view form...

 

Cheers

 
Joe


- Original Message 
From: "Heider, Stephen" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 2:29:59 PM
Subject: Re: Help with View Form


Simon,

What are the data types in the base table(s) of the SQL View?  Try
CASTing them to VARCHAR.  If that doesn't work then add RTRIM or
LEFT(fld, 255) to the colums.

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Simon Beckman
Sent: Wednesday, February 28, 2007 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Help with View Form

I am trying to create a view form using ARS 6.3 and failing. Any help
greatfully received.  Here is the story

There is a View in an SMS database that I want to bring into Remedy.  I
have created the Linked Servers (db are on SQL Server 2000) with no
problem and created a view in the Remedy db using the following

create view dbo.smstestview as select MachineID AS MachineID_SMS, Domain
AS Domain_SMS, Name AS Name_SMS, SiteID AS SiteID_SMS from
CGTSSMSM0001.SMS_UIT.dbo.Remedy_Test_View

If I return rows from this newly created view in the remedy dB, I see
all the data and columns. which is great.

So now, into the Remedy Administrator tool and Create a new View Form. I
enter the View Name and hit the Load button.  I am then returned only
one column from the view that I can select and this column is the
Primary Key.

If I select it and save the view form and then go into the Remedy User
Tool and search on the new View Form, I see all the rows returned with
just that one primary key field showing. So far so good-ish If I
then try and go back to the View Form in the Admin tool and add another
field, mapped to another column in the view and then save the Form, I
get the error message stating "Cannot Create or Modify a data field
without specifying a corresponding DB columnname. Please specify a valid
DB column name (ARERR 2988)"

I know the column is correct. Permissions seem ok too.  So why cant I
see those other columns and select them when creating the View Form?

I have even created a Display Only field on my view form and written an
AL that fires some Direct SQL to perform a select statement on the view
and this works ! So permission dont seem to be the issue.

Please can anyone shed any light on this.

Many thanks,

Simon.



Don't get soaked. Take a quick peak at the forecast
 
with theYahoo! Search weather shortcut.

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Re: Patch 21

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

Actually, nevermind, I found the midtier.exe install file under
/smbu_patches/ars/6.3/patch021/midtier/installers/midtier.exe.

 

I'm still interested to know from anyone else how it's been going.


Thanks

 

 



From: Opela, Gary L Contr OC-ALC/ITMA 
Sent: Wednesday, February 28, 2007 3:09 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Patch 21

 

Where is the install file? All we can find are a slough of random files
and readmes. Is there not a single file I can download that will
automagically patch the Mid-Tier?

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dankovits, Kristofer
Sent: Wednesday, February 28, 2007 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Patch 21

 

So far so good.  I've just completed server and email, and I'm about to
do the mid-tier.  No problems as of yet.

 

Kris

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Wednesday, February 28, 2007 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Patch 21

** 

So, how goes patch 21? Has anyone had any issues with it?

 

I'm looking at just patching our mid-tier. 

 

Thanks

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Re: Help with View Form

[Joe DeSouza]

Stephen... Didn't you mean the datatype VARCHAR2 ?? I haven't tested it with 
VARCHAR but I think its not a supported datatype.. VARCHAR2 is...

Simon... the new field you are creating, are you sure you are specifying the 
correct field name in the Database tab?? If not you can try selecting the field 
by right clicking on your view form and choosing the first option on the menu 
that appears on right clicking which will list all the available fields on the 
view form...

Cheers

Joe


- Original Message 
From: "Heider, Stephen" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 2:29:59 PM
Subject: Re: Help with View Form


Simon,

What are the data types in the base table(s) of the SQL View?  Try CASTing them 
to VARCHAR.  If that doesn't work then add RTRIM or LEFT(fld, 255) to the 
colums.

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Simon Beckman
Sent: Wednesday, February 28, 2007 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Help with View Form

I am trying to create a view form using ARS 6.3 and failing. Any help 
greatfully received.  Here is the story

There is a View in an SMS database that I want to bring into Remedy.  I have 
created the Linked Servers (db are on SQL Server 2000) with no problem and 
created a view in the Remedy db using the following

create view dbo.smstestview as select MachineID AS MachineID_SMS, Domain AS 
Domain_SMS, Name AS Name_SMS, SiteID AS SiteID_SMS from 
CGTSSMSM0001.SMS_UIT.dbo.Remedy_Test_View

If I return rows from this newly created view in the remedy dB, I see all the 
data and columns. which is great.

So now, into the Remedy Administrator tool and Create a new View Form. I enter 
the View Name and hit the Load button.  I am then returned only one column from 
the view that I can select and this column is the Primary Key.

If I select it and save the view form and then go into the Remedy User Tool and 
search on the new View Form, I see all the rows returned with just that one 
primary key field showing. So far so good-ish If I then try and go back to 
the View Form in the Admin tool and add another field, mapped to another column 
in the view and then save the Form, I get the error message stating "Cannot 
Create or Modify a data field without specifying a corresponding DB columnname. 
Please specify a valid DB column name (ARERR 2988)"

I know the column is correct. Permissions seem ok too.  So why cant I see those 
other columns and select them when creating the View Form?

I have even created a Display Only field on my view form and written an AL that 
fires some Direct SQL to perform a select statement on the view and this works 
! So permission dont seem to be the issue.

Please can anyone shed any light on this.

Many thanks,

Simon.


 

Don't get soaked.  Take a quick peak at the forecast
with the Yahoo! Search weather shortcut.
http://tools.search.yahoo.com/shortcuts/#loc_weather

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Re: Patch 21

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

Where is the install file? All we can find are a slough of random files
and readmes. Is there not a single file I can download that will
automagically patch the Mid-Tier?

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dankovits, Kristofer
Sent: Wednesday, February 28, 2007 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Patch 21

 

So far so good.  I've just completed server and email, and I'm about to
do the mid-tier.  No problems as of yet.

 

Kris

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Wednesday, February 28, 2007 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Patch 21

** 

So, how goes patch 21? Has anyone had any issues with it?

 

I'm looking at just patching our mid-tier. 

 

Thanks

__20060125___This posting was submitted with HTML in
it___ 



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recipient, you are hereby notified that you have received this
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API Errors

[Halstead, Robert]

I'm trying to connect to our test server via the Java API and keep
getting this error:
 
MessageType: 2
MessageNum: 90
MessageText: Cannot open catalog; Message number = 90
AppendedText: 172.18.252.44 (0) : RPC: Program not registered 
at com.remedy.arsys.api.Proxy.ARCreateEntry(Native Method)
at com.remedy.arsys.api.Entry.create(Entry.java:162)
at net.bresnan.remedy.Connect.createNewTicket(Connect.java:76)
at net.bresnan.remedy.Connect.main(Connect.java:41)

We are using the API from 6.3 patch 18 to connect to a server 6.3 patch
20.  The API worked before we patched to 20 a couple of days ago.  This
java code is being executed on a windows box, using the jar's and dlls,
to access a server on Unix.

We are logging in with Demo as the user name and trying to access form
BZ:Incident.  Both which work when we log in via the User tool.

Incidentally, we are also trying to do this in ARSPerl but getting the
same result.

I've also tried to use the patch 20 dll's and jar files, but for some
reason arapi63.dll is asking for arutl63.dll when that file doesn't
exist in the directories under API.

Any thoughts?  I can send the code we're using out to anyone, but would
rather take it off list so that we don't clutter it up.

Bob Halstead 
Advanced Services "The superior man cannot be
known in little matters, 
Bresnan Communications   The small man may not be
entrusted with great concerns, 
Billings, Montana but he may be known in
little matters." 


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Re: Patch 21

[Dankovits, Kristofer]

So far so good.  I've just completed server and email, and I'm about to
do the mid-tier.  No problems as of yet.
 
Kris



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Wednesday, February 28, 2007 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Patch 21


** 

So, how goes patch 21? Has anyone had any issues with it?

 

I'm looking at just patching our mid-tier. 

 

Thanks

__20060125___This posting was submitted with HTML in
it___ 


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Patch 21

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

So, how goes patch 21? Has anyone had any issues with it?

 

I'm looking at just patching our mid-tier. 

 

Thanks


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Re: Entry ID on Submit

[Joe DeSouza]

Kevin,

Have you tried postfixing the Filter that does the Push Fields with the 
characters `! to overide filter phasing???

If that doesn't work then you might need to detail the order of the set of 
filters that fire with the actions that each filter contains so some of us 
might have an insight as to where your actions fail for a child that is being 
created...

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



- Original Message 
From: Kevin Thornley <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 28, 2007 1:59:08 PM
Subject: Re: Entry ID on Submit


So I think it's time for me to take a new approach and solicit
suggestions on how others would accomplish this goal.

So here goes:

I have a schema that is setup as a parent/child based on the status
field. On this schema is a count field used for counting all the
children. I also have a fields for the parent entry id, child id and
another field used for sub-status. So the intent is to have the parent
count all the children that apply whenever the sub-status equals a
certain value.

The approach I been taking is whenever the child meets the sub-status
criteria I fire a filter that pushes the entry id to the parent records
child id field then another filter that fires whenever this child id
changes on the parent that does a count on the child records with the
same parent id & sub-status.

So this all seems to work great whenever the child record gets modified
that meets the conditions. The problem is when a child record gets
submitted that meets the condition. The entry id does not yet exist so
the filter that pushes the child's entry id the parents child id field
is null so all the subsequent actions fail.

Ideas ?

Thanks
Kevin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, February 28, 2007 3:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Entry ID on Submit

Kevin,

Another approach is to do a push to the current record and include a
"signal" that allows the modify filters to "branch" and call a filter
guide and not do the full Modify processing.

You add a display only field that you set to a value like
"FinishSubmitLogic". Then a Modify Filter that checks that filed for
that value and calls a guide then does a GOTO 1000 to skip the rest of
the modify filters. The only other thing you need is to add a filter on
submit that does a push to the current form where '1'=$1$ AND make sure
that filter IS phased. (That way you know the Request ID value and their
is a record on the DB to "push" to.)


However, sometimes these things are actually better dealt with via other
processes. Can you be specific about what your doing and why you think
you need the 'Entry ID' value during Submit Filters?


--
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 2/27/07, Axton <[EMAIL PROTECTED]> wrote:
> Nope, generate a unique value using a guid/instance id.  See the 
> special run process commands section of the basic/workflow guide.
>
> Axton Grams
>
> On 2/27/07, Kevin Thornley <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > All
> >
> > I need to use the entry id on some filters that execute on submit. 
> > The problem is that the entry id isn't committed yet. I want to 
> > remember that there is a way to make this happen by using the "'!" 
> > naming convention to control the firing order.
> >
> > Help
> > Kevin


 

Bored stiff? Loosen up... 
Download and play hundreds of games for free on Yahoo! Games.
http://games.yahoo.com/games/front

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Resolved - Upgrade to 7.0.1 - Problem with Email Notifications

[Wallace, Kelvin]

I saw a post from Bruce Scott about making sure the names match in the
Server Information of the Admin Tool and the AR Email Mailbox
Configuration form.  One had "Remedy" and the other had "remedy" (case
sensitivity).  After I changed them both to "remedy" and restarted the
email daemon, messages were flying everywhere...  Thanks, Bruce.

By the way, to Mikhail Serate:  were you able to get the email engine
started?  It seemed to be a pathing issue...

Kelvin


-Original Message-
From: Wallace, Kelvin 
Sent: Tuesday, February 27, 2007 12:00 PM
To: 'arslist@ARSLIST.ORG'
Subject: Upgrade to 7.0.1 - Problem with Email Notifications

We recently upgraded to 7.0.1 from 6.3 (no patch yet) and everything
seemed to work fine, except for email notifications.  The email engine
is running on the server (Solaris 9) and messages are being created in
the AR System Email Messages (just not showing any "sent" information).

The Outgoing mailbox is setup correctly (was working before the upgrade)
and has a valid Exchange user and password.  I have tried looking at log
files and cannot see anything.  The only thing I can think of that was
different in the installation was adding the "application" password --
which appears to be displaying as asterisks on the Server Information
page within the Admin Tool.

TIA,
Kelvin

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Re: BMC 1.0 (aka Remedy 7) Web

[strauss]

Restarting the Tomcat web server (or IIS Admin if using IIS/SE) restarts
mid-tier 7, and it almost immediately starts a prefetch if the
prefetchConfig.xml file has been activated. Out of the box it is set up
to prefetch the sample app, but is commented out and inactive (or at
least it is when you install 7.0.01.001).

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, February 28, 2007 1:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC 1.0 (aka Remedy 7) Web

Chris, have you found any way to set up an automatic prefetch of the
forms when the MT is restarted?  Seems like a Perl script or something
similar might do that.  Even if a scheduled one were done each night,
that would be better than nothing.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, February 28, 2007 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC 1.0 (aka Remedy 7) Web

Are you working with the ITSM 7 applications or just simple forms?

There appears to be a fundamental flaw in the way the mid-tier does
caching from the AR server, and the workaround - prefetching the
applications/forms, is still something of a band-aid. It also puts a
horrific load on the AR server (not mid-tier or db) during the prefetch
process, which currently lasts 35 minutes for ITSM 7 minus Asset, per
mid-tier web server. WITHOUT prefetching, the consoles (incident,
problem, change, etc.) load in up to 1
1/2 minutes the first time they are accessed. After that, it is more
like
2-3 seconds. WITH prefetching, the consoles (incident, problem, change,
etc.) load in up to 15 seconds the first time they are accessed; after
that, it is more like 2-3 seconds. We have seen these response times on
two separate systems, both running on more hardware than ARS knows how
to use, so I think my assessments are pretty valid. Even if we prefetch
the applications, sooner or later we hit some form that did not cache,
or log in with a set of permissions that is too different from the
prefetch user, and the form takes up to a minute to load even if it is a
simple dialog box.

It appears that a thorough prefetch is essential to having acceptable
mid-tier performance, and I hear that it will be more prominently
featured (and documented and supported) in an "upcoming release." I hope
so; our testers rated the ITSM 7 application over mid-tier as
fundamentally unusable due to the miserable response times until we got
prefetching in place. They are still annoyed with it when they are the
first user to open any form after a restart on mid-tier.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/ -Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Todd Pasterski
Sent: Tuesday, February 27, 2007 7:58 PM
To: arslist@ARSLIST.ORG
Subject: BMC 1.0 (aka Remedy 7) Web

What is the general opinion of the web on Remedy 7? We are trying to do
some demo testing and the web is VERY slow, and not just the initial
load. 
Any other experience(s) to share? If yours is fast what are you doing? 


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Re: Help with View Form

[Heider, Stephen]

Simon,

What are the data types in the base table(s) of the SQL View?  Try
CASTing them to VARCHAR.  If that doesn't work then add RTRIM or
LEFT(fld, 255) to the colums.

Stephen

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Simon Beckman
Sent: Wednesday, February 28, 2007 6:31 AM
To: arslist@ARSLIST.ORG
Subject: Help with View Form

I am trying to create a view form using ARS 6.3 and failing. Any help
greatfully received.  Here is the story

There is a View in an SMS database that I want to bring into Remedy.  I
have created the Linked Servers (db are on SQL Server 2000) with no
problem and created a view in the Remedy db using the following

create view dbo.smstestview as
select MachineID AS MachineID_SMS, Domain AS Domain_SMS, Name AS
Name_SMS, SiteID AS SiteID_SMS from
CGTSSMSM0001.SMS_UIT.dbo.Remedy_Test_View

If I return rows from this newly created view in the remedy dB, I see
all the data and columns. which is great.

So now, into the Remedy Administrator tool and Create a new View Form.
I enter the View Name and hit the Load button.  I am then returned only
one column from the view that I can select and this column is the
Primary Key.

If I select it and save the view form and then go into the Remedy User
Tool and search on the new View Form, I see all the rows returned with
just that one primary key field showing. So far so good-ish If I
then try and go back to the View Form in the Admin tool and add another
field, mapped to another column in the view and then save the Form, I
get the error message stating "Cannot Create or Modify a data field
without specifying a corresponding DB columnname. Please specify a valid
DB column name (ARERR 2988)"

I know the column is correct. Permissions seem ok too.  So why cant I
see those other columns and select them when creating the View Form?

I have even created a Display Only field on my view form and written an
AL that fires some Direct SQL to perform a select statement on the view
and this works ! So permission dont seem to be the issue.

Please can anyone shed any light on this.

Many thanks,

Simon.


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Re: Compile Perl Error DIED. FAILED

[Axton]

What compiler are you using?

I was able to successfully compile and run the make tests with the following:
gcc (GCC) 3.3.2
Configured with: ../configure --with-as=/usr/ccs/bin/as
--with-ld=/usr/ccs/bin/ld --disable-nls
Thread model: posix
SunOS 5.9 sun4u sparc
perl5 (revision 5.0 version 6 subversion 0)

This was using ARSperl-1.85 with the 6.3p20 api.

PERL_DL_NONLAZY=1 /usr/bin/perl -Iblib/arch -Iblib/lib
-I/usr/local/ActivePerl-5.6/lib/5.6.0/sun4-solaris-thread-multi
-I/usr/local/ActivePerl-5.6/lib/5.6.0 -e 'use Test::Harness
qw(&runtests $verbose); $verbose=0; runtests @ARGV;' t/*.t
t/00connect.ok
t/01import..ok
t/02export..ok
t/09qualifier...ok
t/10alink...ok
t/10entry...ok
t/10getescalation...ok
t/10getftinfo...ok
t/10getlist.ok
t/11entry...ok
t/12lotsoffieldsok
t/13joinok
t/20merge...ok
t/21setlogging..ok
All tests successful.
Files=14, Tests=173, 20 wallclock secs ( 6.29 cusr +  0.91 csys =  7.20 CPU)

Axton Grams

On 2/27/07, Jeffrey Toothman <[EMAIL PROTECTED]> wrote:

I don't remember the output exactly but I remember we had problems with the
make test during our install of ARS Perl.

I read somewhere that the make test doesn't work in all cases and was buggy.
We went ahead with the make install, and everyting works fine. So you might
want to try the make install and test if it works, as long as it's on a dev
machine.

Jeff

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Jaspars not connecting

[L. J. Head]

Server 6.3
Windows 2003
iReport 1.3.1
Jaspars alpha4
Java 1.5.0_10
 
I followed the directions on setting up everything...wonderfully
detailed...I'm having a few anomalies that haven't been discussed in the
list...so I figured I would ask
 
When I set my data source to JRDataSourceProvider the screenshot says my
classpath should be
com.ambient.jaspars.DataSourceProvider
mine is
it.businesslogic.ireport.examples.PersonBeansDataSource
(it tests fine BTW) but I can chalk that up to using a different version of
of the tool...but maybe not.  My real problem is when I tell it to 'Get
fields from data source..it provides me with fields but not the ones in the
User form of 
 
address
class
firstNAme
hobbies
lastName
 
and I have the following Custom Properties configured
Form
Server
User
Port
Password
Qualification
 
just for kicks I configured a user that uses the AREA plug-in and turned on
logging...I received no indication from the plug-in that a connection was
even attempted

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Re: BMC 1.0 (aka Remedy 7) Web

[Rick Cook]

Chris, have you found any way to set up an automatic prefetch of the forms
when the MT is restarted?  Seems like a Perl script or something similar
might do that.  Even if a scheduled one were done each night, that would be
better than nothing.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, February 28, 2007 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC 1.0 (aka Remedy 7) Web

Are you working with the ITSM 7 applications or just simple forms?

There appears to be a fundamental flaw in the way the mid-tier does caching
from the AR server, and the workaround - prefetching the applications/forms,
is still something of a band-aid. It also puts a horrific load on the AR
server (not mid-tier or db) during the prefetch process, which currently
lasts 35 minutes for ITSM 7 minus Asset, per mid-tier web server. WITHOUT
prefetching, the consoles (incident, problem, change, etc.) load in up to 1
1/2 minutes the first time they are accessed. After that, it is more like
2-3 seconds. WITH prefetching, the consoles (incident, problem, change,
etc.) load in up to 15 seconds the first time they are accessed; after that,
it is more like 2-3 seconds. We have seen these response times on two
separate systems, both running on more hardware than ARS knows how to use,
so I think my assessments are pretty valid. Even if we prefetch the
applications, sooner or later we hit some form that did not cache, or log in
with a set of permissions that is too different from the prefetch user, and
the form takes up to a minute to load even if it is a simple dialog box.

It appears that a thorough prefetch is essential to having acceptable
mid-tier performance, and I hear that it will be more prominently featured
(and documented and supported) in an "upcoming release." I hope so; our
testers rated the ITSM 7 application over mid-tier as fundamentally unusable
due to the miserable response times until we got prefetching in place. They
are still annoyed with it when they are the first user to open any form
after a restart on mid-tier.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Todd Pasterski
Sent: Tuesday, February 27, 2007 7:58 PM
To: arslist@ARSLIST.ORG
Subject: BMC 1.0 (aka Remedy 7) Web

What is the general opinion of the web on Remedy 7? We are trying to do some
demo testing and the web is VERY slow, and not just the initial load. 
Any other experience(s) to share? If yours is fast what are you doing? 


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Re: Direct URL with no username?

[Carter, Craig J Civ ARPC/DPD]

Simple--use ViewFormServlet and provide the username and pw fields for a
guest account within your system.  Recommend you use a jsp redirect file to
specify the parameters and call the jsp file.

We do the same but have our forms inside iFrames.  We updated the Remedy
midtier style sheet to match the other web site fonts.

CRAIG J. CARTER


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Boylan
Sent: Tuesday, February 27, 2007 12:28 PM
To: arslist@ARSLIST.ORG
Subject: Direct URL with no username?

I have a requirement to have a Remedy webpage off of a non-ARS Web page 
that has the same look and feel of an existing page that submits an email, 
so far, so good. What I do need to do is to bypass Remedy Login for non-
Remedy (guest users) to perform a basic submit only. Has anyone done this?

Any tips or pointers would be great!


Thanks,

Dave


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Re: Dev server DB from backup of PROD - UPDATES required SQL Serv er

[Carter, Craig J Civ ARPC/DPD]

Bob,

We have the same setup.

All we do is backup the production database, copy it to the dev server, stop
the Remedy services on the dev server, and restore the prod database backup
to dev.  Afterwards, go into Enterprise Manager and set the ARAdmin account
to dbo and public for the dev database and restart the services.

Piece of cake--no SQL queries required.  The only other thing we do is reset
the outgoing email address for the dev server (AR System Email Mailbox
Configuration form--advanced tab) so emails originating from dev show the
correct address.

CRAIG J. CARTER


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Wallace
Sent: Wednesday, February 28, 2007 7:35 AM
To: arslist@ARSLIST.ORG
Subject: Dev server DB from backup of PROD - UPDATES required SQL Server

I know that this has been asked and answered but I can not find it in the 
archives nor can a find a copy which I kept. I apologize, in advance, for 
asking again.

Would someone please forward the series of UPDATE statements which are 
required when a backup of the production database is used to refresh the 
database on a dev server.
Or a better search key word to identify the post in the archives; I 
tried "COPY" and "UPDATE DBO.", as well as a visual scan.

We are using ARS 6.3, with HD 6.0, running on W2K3 server accessing SQL 
Server 2000.

Thank you,
Bob Wallace


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Re: Entry ID on Submit

[Rick Cook]

That's why Remedy has switched from using the Entry ID to using the Instance
ID (i.e. GUID).  You can create an Instance ID whenever you want, using a
Run process call, and if you don't create it, it's created for you when a
record with the proper field in it (ID 179) is created.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Thornley
Sent: Wednesday, February 28, 2007 10:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Entry ID on Submit

So I think it's time for me to take a new approach and solicit suggestions
on how others would accomplish this goal.

So here goes:

I have a schema that is setup as a parent/child based on the status field.
On this schema is a count field used for counting all the children. I also
have a fields for the parent entry id, child id and another field used for
sub-status. So the intent is to have the parent count all the children that
apply whenever the sub-status equals a certain value.

The approach I been taking is whenever the child meets the sub-status
criteria I fire a filter that pushes the entry id to the parent records
child id field then another filter that fires whenever this child id changes
on the parent that does a count on the child records with the same parent id
& sub-status.

So this all seems to work great whenever the child record gets modified that
meets the conditions. The problem is when a child record gets submitted that
meets the condition. The entry id does not yet exist so the filter that
pushes the child's entry id the parents child id field is null so all the
subsequent actions fail.

Ideas ?

Thanks
Kevin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, February 28, 2007 3:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Entry ID on Submit

Kevin,

Another approach is to do a push to the current record and include a
"signal" that allows the modify filters to "branch" and call a filter guide
and not do the full Modify processing.

You add a display only field that you set to a value like
"FinishSubmitLogic". Then a Modify Filter that checks that filed for that
value and calls a guide then does a GOTO 1000 to skip the rest of the modify
filters. The only other thing you need is to add a filter on submit that
does a push to the current form where '1'=$1$ AND make sure that filter IS
phased. (That way you know the Request ID value and their is a record on the
DB to "push" to.)


However, sometimes these things are actually better dealt with via other
processes. Can you be specific about what your doing and why you think you
need the 'Entry ID' value during Submit Filters?


--
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 2/27/07, Axton <[EMAIL PROTECTED]> wrote:
> Nope, generate a unique value using a guid/instance id.  See the 
> special run process commands section of the basic/workflow guide.
>
> Axton Grams
>
> On 2/27/07, Kevin Thornley <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > All
> >
> > I need to use the entry id on some filters that execute on submit. 
> > The problem is that the entry id isn't committed yet. I want to 
> > remember that there is a way to make this happen by using the "'!"
> > naming convention to control the firing order.
> >
> > Help
> > Kevin


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Re: workflow to make a text field expand box open

[Thad Esser]

Scott,

 I haven't done this particular thing, but a quick search of the keyboard 
shortcut keys in the user tool shows that SHIFT-ALT-F7 will "Open a text 
editor or diary editor for a text field or diary field, or open a calendar 
or time control for a date or time field."  Combine that with some OLE 
(http://www.buoyantsolutions.net/Download_OLE.html) and a "Gain Focus" 
active link, and you should be good to go.

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



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

02/19/2007 08:45 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
workflow to make a text field expand box open






I have not been able to locate (probably because I'm not sure what to look
for) workflow that will force an expand box to open.

Ex: When a user moves the cursor (gain focus) to the Description field on 
a
Change request, I would like an AL to force open the expand box so the 
user
is in the editor by default.

Is this even possible?

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Re: BMC 1.0 (aka Remedy 7) Web

[strauss]

Are you working with the ITSM 7 applications or just simple forms?

There appears to be a fundamental flaw in the way the mid-tier does
caching from the AR server, and the workaround - prefetching the
applications/forms, is still something of a band-aid. It also puts a
horrific load on the AR server (not mid-tier or db) during the prefetch
process, which currently lasts 35 minutes for ITSM 7 minus Asset, per
mid-tier web server. WITHOUT prefetching, the consoles (incident,
problem, change, etc.) load in up to 1 1/2 minutes the first time they
are accessed. After that, it is more like 2-3 seconds. WITH prefetching,
the consoles (incident, problem, change, etc.) load in up to 15 seconds
the first time they are accessed; after that, it is more like 2-3
seconds. We have seen these response times on two separate systems, both
running on more hardware than ARS knows how to use, so I think my
assessments are pretty valid. Even if we prefetch the applications,
sooner or later we hit some form that did not cache, or log in with a
set of permissions that is too different from the prefetch user, and the
form takes up to a minute to load even if it is a simple dialog box.

It appears that a thorough prefetch is essential to having acceptable
mid-tier performance, and I hear that it will be more prominently
featured (and documented and supported) in an "upcoming release." I hope
so; our testers rated the ITSM 7 application over mid-tier as
fundamentally unusable due to the miserable response times until we got
prefetching in place. They are still annoyed with it when they are the
first user to open any form after a restart on mid-tier.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Todd Pasterski
Sent: Tuesday, February 27, 2007 7:58 PM
To: arslist@ARSLIST.ORG
Subject: BMC 1.0 (aka Remedy 7) Web

What is the general opinion of the web on Remedy 7? We are trying to do
some demo testing and the web is VERY slow, and not just the initial
load. 
Any other experience(s) to share? If yours is fast what are you doing? 


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Re: Direct URL with no username?

[Kemes, Lisa]

http://webserver/arsys/servlet/ViewFormServlet?server=yourservername&use
rname=XX&pwd=&form=Your+Form+Name

You would put the username and password of your guest user in the URL.
(Our guest users don't have passwords).

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Boylan
Sent: Tuesday, February 27, 2007 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Direct URL with no username?

I have a requirement to have a Remedy webpage off of a non-ARS Web page
that has the same look and feel of an existing page that submits an
email, so far, so good. What I do need to do is to bypass Remedy Login
for non- Remedy (guest users) to perform a basic submit only. Has anyone
done this?

Any tips or pointers would be great!


Thanks,

Dave


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Re: Entry ID on Submit

[Kevin Thornley]

So I think it's time for me to take a new approach and solicit
suggestions on how others would accomplish this goal.

So here goes:

I have a schema that is setup as a parent/child based on the status
field. On this schema is a count field used for counting all the
children. I also have a fields for the parent entry id, child id and
another field used for sub-status. So the intent is to have the parent
count all the children that apply whenever the sub-status equals a
certain value.

The approach I been taking is whenever the child meets the sub-status
criteria I fire a filter that pushes the entry id to the parent records
child id field then another filter that fires whenever this child id
changes on the parent that does a count on the child records with the
same parent id & sub-status.

So this all seems to work great whenever the child record gets modified
that meets the conditions. The problem is when a child record gets
submitted that meets the condition. The entry id does not yet exist so
the filter that pushes the child's entry id the parents child id field
is null so all the subsequent actions fail.

Ideas ?

Thanks
Kevin

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Wednesday, February 28, 2007 3:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Entry ID on Submit

Kevin,

Another approach is to do a push to the current record and include a
"signal" that allows the modify filters to "branch" and call a filter
guide and not do the full Modify processing.

You add a display only field that you set to a value like
"FinishSubmitLogic". Then a Modify Filter that checks that filed for
that value and calls a guide then does a GOTO 1000 to skip the rest of
the modify filters. The only other thing you need is to add a filter on
submit that does a push to the current form where '1'=$1$ AND make sure
that filter IS phased. (That way you know the Request ID value and their
is a record on the DB to "push" to.)


However, sometimes these things are actually better dealt with via other
processes. Can you be specific about what your doing and why you think
you need the 'Entry ID' value during Submit Filters?


--
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 2/27/07, Axton <[EMAIL PROTECTED]> wrote:
> Nope, generate a unique value using a guid/instance id.  See the 
> special run process commands section of the basic/workflow guide.
>
> Axton Grams
>
> On 2/27/07, Kevin Thornley <[EMAIL PROTECTED]> wrote:
> > **
> >
> >
> >
> > All
> >
> > I need to use the entry id on some filters that execute on submit. 
> > The problem is that the entry id isn't committed yet. I want to 
> > remember that there is a way to make this happen by using the "'!" 
> > naming convention to control the firing order.
> >
> > Help
> > Kevin


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Re: Anybody able to use Knowledge Base search lately?

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

It works great for me. I'm running 6.0.2900... SP2

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, February 28, 2007 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Anybody able to use Knowledge Base search lately?

Yes, I'm on IE 6.0.29 as well,  I can at least get into the knowledge
base, but when I put in a keyword and click search, I get this message:
--
Internal Server Error
The server encountered an internal error or misconfiguration and was
unable to complete your request.

Please contact the server administrator, [EMAIL PROTECTED] and inform
them of the time the error occurred, and anything you might have done
that may have caused the error.

More information about this error may be available in the server error
log. 
-

I like the part where I'm supposed to tell them anything that I might
have don that may have caused the error.  Unothing?

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Philben
Sent: Tuesday, February 27, 2007 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Anybody able to use Knowledge Base search lately?

I am having similar issues as we speak. Using IE 6.0.29 I can log in,
click on "Knowledge Base" on the Support Overview page and then up pops
the following in a little window:

 ___
|Caught exception undefined: undefined - TypeError: |
|Object doesn't support this property or method... AT:  |
|Undefined  |
|___|

When I click on OK, I get a big blank middle of the screen with the menu
bar down the side. And 

Now over on Firefox 2.0.0.2, I get a nice big box on the Knowledge Base
page asking me to "Search Knowledge Base". But when I put something in
the
Keyword(s) field and click on Search, I get a "performing search" page
and then a giant "Caught exception" error box that kills the whole deal.

I sometimes wish I could search on the knowledge base. It is like
looking in the window at the candy store and watching all the other
lucky kids getting their sweets while I stand outside without any money.

-scott

On Fri, 9 Feb 2007 14:45:15 -0500, Ray T. <[EMAIL PROTECTED]>
wrote:

>One more thing. Just to make sure anybody reading this thread in future

>is not confused, my issue was NOT being able to get to the KB search 
>window or after getting there, NOT being able to even begin a search.
>
>This issue is different from what Susan and Michelle reported, which 
>is..being able to do the search, but not getting expected results. 
>That's an issue for another day for me.
>


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Re: Remedy Database Structure

[Rick Cook]

There's a DB Reference Guide that explains things as well as anything - it
has diagrams and everything.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon
Sent: Wednesday, February 28, 2007 10:31 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Database Structure


** 
Hello Listers,
We are about to embark on a Data Warehousing mission.
 
We just hired a  new employee who specializes in this area of expertise.
 
I am getting asked to give a quick demo/tutorial on Remedy Database
Architecture.
 
Other than "select * from arschema", and basic data manipulation, I don't
really know how to answer this question.
 
Does anyone know of a tool or a document that would help someone understand
how the Remedy database is organized. I searched Support's KB and found
nothing. Nothing in the documentation either.
 
Or even better than that... has anyone else successfully deployed a data
warehouse solution using Remedy 6.3?
 
Thanks in Advance,
 

Jase Brandon 

Remedy Administration/Development 

Customer Support Systems Group

Desk - (615) - 320-4494

Cell   - (334) - 318-5426

[EMAIL PROTECTED]

 
DaVita Inc. __20060125___This posting was submitted with
HTML in it___ 

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Help with View Form

[Simon Beckman]

I am trying to create a view form using ARS 6.3 and failing. Any help 
greatfully received.  Here is the story

There is a View in an SMS database that I want to bring into Remedy.  I 
have created the Linked Servers (db are on SQL Server 2000) with no 
problem and created a view in the Remedy db using the following

create view dbo.smstestview as 
select MachineID AS MachineID_SMS, Domain AS Domain_SMS, Name AS Name_SMS, 
SiteID AS SiteID_SMS from CGTSSMSM0001.SMS_UIT.dbo.Remedy_Test_View

If I return rows from this newly created view in the remedy dB, I see all 
the data and columns. which is great.

So now, into the Remedy Administrator tool and Create a new View Form.  I 
enter the View Name and hit the Load button.  I am then returned only one 
column from the view that I can select and this column is the Primary Key.

If I select it and save the view form and then go into the Remedy User 
Tool and search on the new View Form, I see all the rows returned with 
just that one primary key field showing. So far so good-ish If I then 
try and go back to the View Form in the Admin tool and add another field, 
mapped to another column in the view and then save the Form, I get the 
error message stating
"Cannot Create or Modify a data field without specifying a corresponding 
DB columnname. Please specify a valid DB column name (ARERR 2988)"

I know the column is correct. Permissions seem ok too.  So why cant I see 
those other columns and select them when creating the View Form?

I have even created a Display Only field on my view form and written an AL 
that fires some Direct SQL to perform a select statement on the view and 
this works ! So permission dont seem to be the issue.

Please can anyone shed any light on this.

Many thanks,

Simon.

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Re: Anybody able to use Knowledge Base search lately?

[Kemes, Lisa]

Yes, I'm on IE 6.0.29 as well,  I can at least get into the knowledge
base, but when I put in a keyword and click search, I get this message:
--
Internal Server Error
The server encountered an internal error or misconfiguration and was
unable to complete your request.

Please contact the server administrator, [EMAIL PROTECTED] and inform
them of the time the error occurred, and anything you might have done
that may have caused the error.

More information about this error may be available in the server error
log. 
-

I like the part where I'm supposed to tell them anything that I might
have don that may have caused the error.  Unothing?

Lisa

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Philben
Sent: Tuesday, February 27, 2007 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Anybody able to use Knowledge Base search lately?

I am having similar issues as we speak. Using IE 6.0.29 I can log in,
click on "Knowledge Base" on the Support Overview page and then up pops
the following in a little window:

 ___
|Caught exception undefined: undefined - TypeError: |
|Object doesn't support this property or method... AT:  |
|Undefined  |
|___|

When I click on OK, I get a big blank middle of the screen with the menu
bar down the side. And 

Now over on Firefox 2.0.0.2, I get a nice big box on the Knowledge Base
page asking me to "Search Knowledge Base". But when I put something in
the
Keyword(s) field and click on Search, I get a "performing search" page
and then a giant "Caught exception" error box that kills the whole deal.

I sometimes wish I could search on the knowledge base. It is like
looking in the window at the candy store and watching all the other
lucky kids getting their sweets while I stand outside without any money.

-scott

On Fri, 9 Feb 2007 14:45:15 -0500, Ray T. <[EMAIL PROTECTED]>
wrote:

>One more thing. Just to make sure anybody reading this thread in future

>is not confused, my issue was NOT being able to get to the KB search 
>window or after getting there, NOT being able to even begin a search.
>
>This issue is different from what Susan and Michelle reported, which 
>is..being able to do the search, but not getting expected results. 
>That's an issue for another day for me.
>


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BMC 1.0 (aka Remedy 7) Web Performance

[Todd Pasterski]

What is the general opinion of the web on Remedy 7? We are trying to do 
some demo testing and the web is VERY slow, and not just the initial load. 
Any other experience(s) to share? If yours is fast what are you doing?

Thanks,
Todd

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Re: Dev server DB from backup of PROD - UPDATES required SQL Server (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

Do you mean "Change Owner"?

Log on to the SQL database server
Click Start > All Programs > Microsoft SQL Server > Enterprise Manager
Expand to view the users of the ARSystem database
Is ARAdmin the 'dbo' of ARSystem?
If not, open SQL Query Analyzer from the Tools menu
The following SQL statement must be run from the ARSystem database.
Careful - The drop-down menu on the Tool bar displays which database
will run the query. 
Type this SQL statement:

sp_changedbowner ARAdmin, true

Click the "Execute Query" icon or F5 on your keyboard.  
Exit SQL Query Analyzer.  
On exit, you will be prompted to save the query. Saving is optional.

Note: ARAdmin cannot already be a user in the ARSystem database to
become 'dbo'. 
ARAdmin must exist to become 'dbo'. 
The default password for ARAdmin is AR#Admin#

Sandra Hennigan

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

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Wallace
Sent: Wednesday, February 28, 2007 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Dev server DB from backup of PROD - UPDATES required SQL Server


I know that this has been asked and answered but I can not find it in
the 
archives nor can a find a copy which I kept. I apologize, in advance,
for 
asking again.

Would someone please forward the series of UPDATE statements which are 
required when a backup of the production database is used to refresh the

database on a dev server.
Or a better search key word to identify the post in the archives; I 
tried "COPY" and "UPDATE DBO.", as well as a visual scan.

We are using ARS 6.3, with HD 6.0, running on W2K3 server accessing SQL 
Server 2000.

Thank you,
Bob Wallace


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Web Services

[Chris Akens]

List,

We are attempting to implement web services but are running into some 
difficulty with the output that AR is generating. I have included the XML 
output we a receiving from AR; it seems to not be defining "urn:". This is 
in turn causing issues with .NET properly reading the returned document. 
Has anyone run into this before?

http://schemas.xmlsoap.org/soap/envelope/";
xmlns:xsd="http://www.w3.org/2001/XMLSchema";
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance";>
   
  
 Self
 Service
 PPL00027124
 ###
  
   


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BMC 1.0 (aka Remedy 7) Web

[Todd Pasterski]

What is the general opinion of the web on Remedy 7? We are trying to do 
some demo testing and the web is VERY slow, and not just the initial load. 
Any other experience(s) to share? If yours is fast what are you doing? 

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Direct URL with no username?

[David Boylan]

I have a requirement to have a Remedy webpage off of a non-ARS Web page 
that has the same look and feel of an existing page that submits an email, 
so far, so good. What I do need to do is to bypass Remedy Login for non-
Remedy (guest users) to perform a basic submit only. Has anyone done this?

Any tips or pointers would be great!


Thanks,

Dave

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Dev server DB from backup of PROD - UPDATES required SQL Server

[Bob Wallace]

I know that this has been asked and answered but I can not find it in the 
archives nor can a find a copy which I kept. I apologize, in advance, for 
asking again.

Would someone please forward the series of UPDATE statements which are 
required when a backup of the production database is used to refresh the 
database on a dev server.
Or a better search key word to identify the post in the archives; I 
tried “COPY” and “UPDATE DBO.”, as well as a visual scan.

We are using ARS 6.3, with HD 6.0, running on W2K3 server accessing SQL 
Server 2000.

Thank you,
Bob Wallace

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workflow to make a text field expand box open

[Scott Kemme]

I have not been able to locate (probably because I'm not sure what to look
for) workflow that will force an expand box to open.

Ex: When a user moves the cursor (gain focus) to the Description field on a
Change request, I would like an AL to force open the expand box so the user
is in the editor by default.

Is this even possible?

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SQL Updates to correct server name in PROD to DEV DB copy

[Bob Wallace]

Hello,
  I know this has been asked and answered, so I apologize for asking again, 
but I can not find my copy or get a hit in the archives. Would someone 
provide the list of SQL Update statements or a good search string for an 
archive search? I have tried using "copy", "update dbo.".

   I am running ARS 6.3 (with HD 6.0) on W2K3 accessing SQL Server 2000.
   
   I would like to take a backup of the Prod SQL Server database 
and "refresh" a development server with the contents of production.

Thank you,
Bob Wallace

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Re: Compile Perl Error DIED. FAILED

[Jeffrey Toothman]

I don't remember the output exactly but I remember we had problems with the
make test during our install of ARS Perl. 

I read somewhere that the make test doesn't work in all cases and was buggy.
We went ahead with the make install, and everyting works fine. So you might
want to try the make install and test if it works, as long as it's on a dev
machine.

Jeff

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Re: How to parse contents of char field with multiple rows

[Cindy Sapochetti]

Carey - 

Got it!  I actually had posted something this a.m. about it, b/c your post 
did lead me to what I needed to do - it seems that some of my posts make it 
and others don't, not sure what that's all about. 

Thanks for taking the time to "spell it out" - it is much appreciated!

Best regards!
Cindy

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RESOLVED: Re: How to parse contents of char field with multiple rows

[Cindy Sapochetti]

Hi Carey - 

Thanks for the information, I appreciate your response - I'd done a search, 
but hadn't originally come up with anything specifically relevant.  

I tried what you suggested, and couldn't get it to quite work - but based 
on your input, played around with it a little after using a hex editor to 
figure out what the Remedy GUI was "doing".  Here is what I found:

The carriage return (, \n, 0D, etc.) is represented by a space, then a 
carriage return, then a line feed.  In writing your function, you need to 
write the function - I used "" where I wanted the carriage return to be, 
then go into the "editor" (click on the page-looking icon to the right of 
the Value field, for example), and hit the enter key where you want the CR 
to be.  It will look like a carriage return in the editor, but once you 
close it in the value field you will see something like this:  

REPLACE($Character Field$, "|",  "ababab")

Now - the fun's not over yet!  As Carey mentioned, there may be some 
trimming, etc. to do - but I found the most consistent way to be able 
to "grab" the CR is to do the following:

REPLACE($Character Field$, RIGHT( "|", 2),  "ababab").

Having said all of this, I did modify my original search of ARSList and did 
find a few posts on this - and it looks like the way carriage returns are 
represented have changed over the versions.  Does anyone know if this is 
the case?  If so, I'm thinking we'd modify some of our designs to avoid 
having something "break" in future versions.

Regards,
Cindy

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Re: How to speed up Import?

[Cindy Sapochetti]

Thanks Axton, Rick - good info!  I appreciate the replies!

Regards, 
Cindy

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Remedy Database Structure

[Jase Brandon]

Hello Listers,
We are about to embark on a Data Warehousing mission.
 
We just hired a  new employee who specializes in this area of expertise.
 
I am getting asked to give a quick demo/tutorial on Remedy Database
Architecture.
 
Other than "select * from arschema", and basic data manipulation, I
don't really know how to answer this question.
 
Does anyone know of a tool or a document that would help someone
understand how the Remedy database is organized. I searched Support's KB
and found nothing. Nothing in the documentation either.
 
Or even better than that... has anyone else successfully deployed a data
warehouse solution using Remedy 6.3?
 
Thanks in Advance,
 

Jase Brandon 

Remedy Administration/Development 

Customer Support Systems Group

Desk - (615) - 320-4494

Cell   - (334) - 318-5426

[EMAIL PROTECTED]

 

DaVita Inc.

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Re: Anybody able to use Knowledge Base search lately?

[Scott Philben]

I am having similar issues as we speak. Using IE 6.0.29 I can log in, click
on "Knowledge Base" on the Support Overview page and then up pops the
following in a little window:

 ___
|Caught exception undefined: undefined - TypeError: |
|Object doesn't support this property or method... AT:  |
|Undefined  |
|___|

When I click on OK, I get a big blank middle of the screen with the menu bar
down the side. And 

Now over on Firefox 2.0.0.2, I get a nice big box on the Knowledge Base page
asking me to "Search Knowledge Base". But when I put something in the
Keyword(s) field and click on Search, I get a "performing search" page and
then a giant "Caught exception" error box that kills the whole deal.

I sometimes wish I could search on the knowledge base. It is like looking in
the window at the candy store and watching all the other lucky kids getting
their sweets while I stand outside without any money.

-scott

On Fri, 9 Feb 2007 14:45:15 -0500, Ray T. <[EMAIL PROTECTED]> wrote:

>One more thing. Just to make sure anybody reading this thread in future is
>not confused, my issue was NOT being able to get to the KB search window or
>after getting there, NOT being able to even begin a search.
>
>This issue is different from what Susan and Michelle reported, which
>is..being able to do the search, but not getting expected results. That's an
>issue for another day for me.
>

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5.x ARS Client Silent Un Install ?

[Kyle Whitley]

Is it possible to perform a silent uninstall to automate the uninstall 
of the 5.x user tool? We are upgrading our clients to the 7.x client 
doing a silent install and would like to remove the old client silently 
if possible.


Thanks

Kyle

--
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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"Caught Exception: Object Required" Patch 20

[Scott Philben]

I sent the following to BMC support (why won't the website work with IE
6.02?) but I thought I would paste it here as well to see if anyone had any
other advice. I have seen the subject come up but didn't know if there was a
good fix yet.

==

Environment:

MidTier:
MS Windows Server 2003 SP1
Java 1.4.2_06-b03
MidTier 6.3 Patch 20

Server:
AR system version 6.3 patch 20
SunOS 5.9

DB:
Oracle 9.2.0.6

After an upgrade of our ARS server and midtier from 6.3 patch 14 to 6.3
patch 20, we now see a "Caught Exception: Object Required" error whenever we
try to login via the MidTier.This actually showed first after we had updated
the server and before the midtier but an upgrade of the midtier did not fix
the problem.

After clicking "OK" on the error message (or whatever it is) the Home Page
only half displays (nothing shows in the application list) and you need to
manually type in a URL to get to other pages. The other pages (Help Desk,
etc) seem to work fine (we are testing at this time).



Any ideas, anyone?

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Re: Archive Form Question

[Amen, Kevin]

What was the resolution to this?  I see on BMC Support that SW00254733
was fixed.  Was it a patch?



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
Sent: Tuesday, November 21, 2006 08:21
To: arslist@ARSLIST.ORG
Subject: Re: Archive Form Question


** 

All,

  I found the Open Defect on BMC Support (imagine that) SW00254733

Thanks, Doug



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tanner, Doug
Sent: Tuesday, November 21, 2006 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Archive Form Question

 

All,

I have setup a Remedy Archive form (Using the OTB native
Archiving Feature to 6.X). If I attempt to make a change to the time the
Archive should run, I get the following error. Any Thoughts?

 

The Archive form is invalid. Archive form should not be in use and 

it's data fields should match those in the main form. 

Please check the manual for requirements for a valid Archive form.
(ARERR 8999).

 

Doug Tanner

Senior Developer

Remedy Skilled Professional (RSP)

(704) 328-3178

[EMAIL PROTECTED]

 

 

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Database was succesfully migrated to Unicode. NLS_LANG problem

[Bezhenar, Dmitry]

Hello Everybody,

Recently I have successfully migrated Remedy database to Unicode.

SQL> select * from nls_database_parameters where parameter like '%CHARACTERSET';

NLS_CHARACTERSET
AL32UTF8

NLS_NCHAR_CHARACTERSET
AL16UTF16

However, if I try to run arsystem with $NLS_LANG = American_America.AL32UTF8 
the ars server does not start.

It starts only if I use singlebyte charset for NLS_LANG variable - WE8ISO8859P1 
or CL8MSWIN1251.
The problem is that this NLS_LANG value allows only WE8ISO8859P1 or 
CL8MSWIN1251 characters (depending on the NLS_LANG value) to work properly.

Did I miss something? 

Thank you.

Env:
Oracle 9.2
Solaris 9
Remedy ARS 6.3

Kind Regards / C ?
Dmitry Bezhenar


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Re: Caught exception :Object Expected - Resolved

[Mary Ann]

Hi Thad,

Thanks for the update and I'm glad your problem is resolved.  What are
the odds that Patch 21 restricted release is the same as Patch 21 which
is now available for download?  :-)

 

I've decided to wait until we have our development Mid-Tier setup again
before I do anything, since we are working with the user preference
records.

 

Thanks for the help.

Mary Ann

 




** 
Yesterday, I had our web guy install patch 21 using the installer (he
had been using the file replace method).  Today, everything worked as
expected.  The calendar pop-up worked and no preference server or
preference server record was required. 

Thanks to everyone that helped.
Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard
Bach 


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Re: LOGOFF event capture

[Carey Matthew Black]

Francisco,

With the advent of "Global fields" you should be able to set the value
via the "Init-Form" and be able to distinguish between each "login" of
the clients. If you then couple that key with a type of "Window
Open"/"Window Close" active link then you should be able to identify
what your after.

However I would advise that you keep discreet records for each "event"
that you are tracking. Then, if needed, come up with a way to role up
those individual records into the report your after.

Good luck.

--
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 2/28/07, Francisco de Assis Pereira Cavalcante
<[EMAIL PROTECTED]> wrote:

Hi list,

We´re having a demand for developing on AR System application to log (with
some information like user, timestamp, etc...) the interval between logon
and logout.

Therefore, we have a doubt:

how about to capture logoff event?

are there a arconf command to do that?

Thanks
**
Francisco de Assis Pereira Cavalcante
**


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ação em desconformidade com as normas internas do Sistema Petrobras são
proibidas e passíveis de sanção disciplinar, cível e criminal."

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" El emisor de este mensaje es responsable por su contenido y
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la debida autorización, su divulgación, reproducción, distribución o
cualquier otra acción no conforme a las normas internas del Sistema
Petrobras están prohibidas y serán pasibles de sanción disciplinaria, civil
y penal."
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Re: 6.3 Patch 21 - AVAILABLE

[Easter, David]

 
> Are you sure the readmes are there and can customers access them? 

Yes.

If you cannot see them for some reason, please contact support.

Thanks,

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, February 28, 2007 8:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - AVAILABLE

David,

I went to the site for the Patch 21 download but I don't see any readme
files on the initial Patch 21 FTP directory and in any of the
subdirectories there.

Are you sure the readmes are there and can customers access them? 

Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, February 27, 2007 6:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - AVAILABLE

Hi All,

  Looks like we've got everything squared away now.  The only modified
components in Patch 021 are E-mail, Server and Mid-Tier so those are the
only folders that should be present.  There are also Readme's for each.
I checked the size and # of files vs. the original internal folders and
they're a match.

Thanks, 

-David J. Easter
Sr. Product Manager, Service Management Business Unit BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Tuesday, February 27, 2007 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - Readme

Hi David,

Can you say if this is now complete?

As of this morning, I am now seeing both Server-readme.txt and
Mid-Tier-readme.txt.  Using FlashFXP, I am able to the entire server and
midtier directories, as well as Mid-Tier-readme.txt, but I am not able
to download Server-readme.txt.  The error I receive is:
Transfer queue completed
1 File failed to transfer

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Easter, David
Sent: Monday, February 26, 2007 7:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - Readme


Hi Axton,

  I will try to do so, yes. 

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 Axton
Sent: Monday, February 26, 2007 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - Readme

Can you please confirm when it's done and send a message to the list.
The last patches took over a week to get into place fully.  Ended up
having to backout, check, then reapply the patch a couple of times to
several servers due to missing files.

Axton Grams

On 2/26/07, Easter, David <[EMAIL PROTECTED]> wrote:
> **
>
> According to the folks I've talked to, the patch is still uploading.  
> I would suggest waiting until tomorrow to retrieve the patch.  It 
> should be done uploading by then.
>
> 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 Lucero, Michelle - IST 
> contractor
> Sent: Monday, February 26, 2007 1:13 PM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: 6.3 Patch 21 - Readme
>
>
> **
> Thank you for following up for us, Mr. Easter.
>
> Since it appears that 6.3.0.21 (ARS 6.3 Patch 21) is now listed as one

> of the available patches under Patch Downloads 6.3.0, I am assuming 
> that is now in "General Release".
>
> Could you or someone from BMC send out a general note or technical 
> bulletin once ALL of the files are completely uploaded? It appears 
> that besides the readme files, the bin and lib folders are empty under

> winnt.  There are other folders that are currently empty, as well.
>
> We're under a time crunch as all of our apps and servers are supposed 
> to be DST ready by March 1, 2007.
>
> Thank you and we do appreciate your help to us on the list.
> Michelle
>  
>
> From: Action Request System discussion list(ARSList) 
> 

Re: Help with Windows Vista

[Easter, David]

I'm pretty sure it was not.  Since there's been no code change to get the WUT 
to work on Vista, you could try just copying over the Encryption files manually 
to Vista to see if they work... but formal Vista testing on things other than 
the WUT won't be done until the test cycle of the next version of AR System.

Thanks, 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Wong, Corey A
Sent: Wednesday, February 28, 2007 8:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Help with Windows Vista

David-

Can you check if the testing is including the BMC Remedy encryption 7.0.1 
installer.  Our internal Vista testing team didn't have much luck with testing 
the Encryption installer in Vista.

Thanks,
Corey



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Easter, David
Sent: Tuesday, February 27, 2007 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with Windows Vista

I posted this response 2 weeks ago to this very list.  I like going here:

http://www.nabble.com/ARS-%28Action-Request-System%29-f716.html

to do searches on topics that may already have been answered on the list.

Short Answer: Vista is scheduled to be added to the compatibility matrix for 
the WUT within the next 30-45 days.  
 
Long Answer: The AR System 7.0.01 Remedy User Tool was tested on Vista Beta 2 
and found to behave as expected.  BMC is now testing with the GA version of 
Vista to confirm that no additional changes were made to Vista for final 
release.  Once this testing has completed - and assuming no changes to Vista 
cause any issues with the Remedy User Tool - Vista will be added to the 
compatibility matrix for the WUT.   
 
BMC Remedy will not be testing the "Home" versions of Vista (i.e. Home Premium 
and Home Basic).  The editions being tested are "Business", "Enterprise" and 
"Ultimate".
 
The 7.0.01 Admin Tool is not being tested on Vista (and will thus not be added 
to the 7.0.01 compatibility matrix), but will be tested during the release 
cycle of the next minor version of AR System tentatively scheduled for release 
in July '07.
 
To the best of my knowledge, the 7.0.01 WUT can be loaded on the business 
editions of Vista today and tested against the 7.0.01 or 6.03 AR System server 
in preparation for the "official" addition of Vista to the compatibility 
matrix.  I have not heard of any issues found in testing so far that would 
force BMC to patch the WUT.  There's always that chance, of course.
 
There are no plans to test the 6.03 WUT running on Vista.  Customers wanting to 
use Vista will need to use the 7.0.01 (or later) WUT.  However, since the 
7.0.01 WUT can connect to previous versions of AR System (e.g. 6.03), customers 
will not need to upgrade the server to 7.0.01 to take advantage of clients 
running Vista.  Only the WUT would need to be upgraded.
 
BTW, IE7 on Windows XP is already supported by 7.0.01 - and this is in the 
compatibility matrix for 7.0.01 as per the footnote "(2) Unless otherwise 
indicated, the version represents the minimum version supported.  BMC will 
support a browser version at this level or above."  Since IE6 is listed as the 
minimum, IE7 is also supported.  There is a known issue with tabbed browsing in 
IE7, however.  This can be seen (for example) by doing the following:

1. Log into an AR System based application - for example, the Incident 
Management Console in Service Desk 2. Open a second tab and navigate to another 
web page - for example www.google.com 3. Switch back to the Incident Management 
Console and open up a modal dialog box - for example, "Manage CI Information"
4. Leave the dialog box open and switch back to the Google tab 5. The dialog 
box will stay "on top" of the browser window, obscuring the Google tab below 
it.  The dialog box can be moved or minimized, allowing the tab below it to be 
accessed normally

The easiest workaround is not to use tabs.  You could also minimize the dialog 
box after moving to the second tab or complete work in the dialog box prior to 
switching to the second tab.  This issue does not seem to occur in Firefox.  
BMC is looking into what can be done to compensate for this Microsoft behavior 
in a future release of AR System.  

Also note that Vista <> Longhorn.  Vista is a client operating system.  
Longhorn is Microsoft's next server operating system (They might change the 
name before release...).  Therefore, AR System Server of Mid-Tier will not be 
supported on Vista - just as the Server and Mid-Ti

Remedy Purchasing

[David Yearsley]

We have been using Remedy Purchasing for several months and need help with a 
problem we have been unable to fix. We have an open ticket with BMC, but we are 
hoping for some enlightenment for the list. In Remedy Purchasing an approver 
should be able to approve a request without an Asset license. When we first 
started the programming this was working, now we are having to assign a 
floating license to approve. While working with remedy we have identified where 
the problem is occurring but not why it is occurring. The approval takes place 
on a join of three forms. One of the forms is AST:PurshaseRequisistion. This 
form is not suppose to update when you do a commit on the Join. For some reason 
this is now the first form that is being updated.
 
Does anyone have any ideas on what changes would cause this form to suddenly 
save (set) when it wasn't in the past?
 
Thanks

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Answers Are"

Re: DST and Time Calculation White Paper?

[Easter, David]

> For the Mid-Tier, if we are only submitting/modifying tickets, will we
need to patch the Mid-Tier or Java or anything at all?
 
Depends on the version of AR System.  To address DST issues on the
Mid-Tier:
 
For AR System 6.3, load patch 020 or 021, Operating System patches and
Java patches
For AR System 7.0.01, load patch 001, Operating System patches and Java
patches
For AR System 6.0.1, load Operating System patches and Java patches
For AR System 5.1.2, load, Operating System patches and Java patches
 
In all cases, the Operating System and Java patches need to be loaded.
BMC does not supply the Java or OS fixes as part of the patches.
 
Thanks,
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.




From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Wednesday, February 28, 2007 7:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: DST and Time Calculation White Paper?


** 

Sorry to keep kicking a dead horse


For the Mid-Tier, if we are only submitting/modifying tickets, will we
need to patch the Mid-Tier or Java or anything at all?

I thought I understood all of this after the eleventy-billion posts, but
then I went back and read this and saw that the Mid-Tier or Java needed
a good 'ol patching. Can we get away with just patching Java for the
Mid-Tier and be okay?

 

Thanks!

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, February 27, 2007 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: DST and Time Calculation White Paper?

 

Both the client and server use the operating system for localtime
calculations.  The Mid-Tier, web services and import/export use a 3rd
party library supplied within AR System or Java for localtime
calculations.  This is why the technical bulletin refers to these
functions in explicitly and why the patches for 6.3 and 7.0.01 contain
an updated version of these libraries and/or require the patched
versions of Java.

 

The conversion is done at the client for client queries, displays or
submissions.  It's done at the server for workflow driven manipulations
(e.g. push field) of date/time information.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CG/SCWOE
Sent: Tuesday, February 27, 2007 8:34 AM
To: arslist@ARSLIST.ORG
Subject: DST and Time Calculation White Paper?

** 

Hi all:

 

I'm still trying to wrap my head around all the DST ramifications for
5.1.2, and I guess I'm thinking it would help if I had a technical white
paper or other document that specifies exactly how Remedy 5.1.2
calculates time and time conversions.

 

Here's my thinking:

 

The Remedy server stores all time values as Unix time, which is the
total of seconds since 1 January 1970 GMT.  Time values, then, get
stored in a number field in the database (as opposed to a date/time
field).  Accordingly, if a user passes a date and time in a search
query, Remedy must convert the date and time supplied by the user to the
equivalent Unix time.  It must do this by first adding or subtracting
the appropriate number of hours based on the time zone and then possibly
add an hour for DST.

 

If you run such a query, which piece of Remedy does this conversion
before the query is passed to the underlying database? Is it the server
or the client? Does the client do the time conversion before the query
is passed to the server or does the client just pass the query to the
server as-is and the server does the time conversion?

 

If the server does the time conversion, is it saying, "OK, I got a time
value in this query I'm to execute.  So let me convert the time to
something I truly understand.  So let's see now...what time zone am I
in...and are we observing daylight savings time?" I assume, then, that
the server queries the operating system for the timezone??? And does it
query the operating system for whether or not the time zone is currently
observing DST? It can't, in my mind, otherwise there wouldn't be a bug.
It must be calculating whether or not DST is be

Re: Caught exception :Object Expected

[Mary Ann]

Lynn,
Thanks for the information on your process.  Patch 20 has definitely
been a pain for a bunch of us!

Mary Ann

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Poston, Lynn
Sent: Tuesday, February 27, 2007 9:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Caught exception :Object Expected

Hi Mary Ann.

I only had to do a manual install for the mid-tier files.  The first
install wiped out patch 16 that we had and did not display any patch
including 20.  Once we installed the files again, patch 20 displayed.  I
used the installers for the server and email.  

Good luck!
Lynn

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mary Ann Jones
Sent: Friday, February 23, 2007 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Caught exception :Object Expected

Hi Thad/Lynn,
We are going through the same thing also.  I installed Patch 20 over the
weekend (using the installers) and the problem starting occuring.  The
problem only seems to be happening from Windows XP machines.  When I
access the Mid-Tier from our Windows 2000 server, it does not happen.

What I did to temporarily solve the problem was to add a User Preference
record for each user and set the Locale Timezone value in the record to
America/Chicago (since all our users are on Central Standard Timezone).


Lynn - did you manually replace all the files for the Server, Mid-Tier,
and Email or just the files for the Mid-Tier?

Thanks for the help.
Mary Ann

On Fri, 23 Feb 2007 10:45:19 -0600, Poston, Lynn <[EMAIL PROTECTED]>
wrote:

>Hi Thad.
> 
>We just went through the same headache with patch 20.  The installer 
>seemed to work but in fact did not change the files just the date on 
>the file directories.  We did a manual install of the files (twice) and

>finally got around it.  We are no longer getting the error.
> 
>Good luck!
>Lynn
> 
>Graybar Electric
>
>
>From: Action Request System discussion list(ARSList) 
>[mailto:[EMAIL PROTECTED] On Behalf Of Thad Esser
>Sent: Thursday, February 22, 2007 8:19 PM
>To: arslist@ARSLIST.ORG
>Subject: Caught exception :Object Expected
>
>
>**
>Hello,
>
>We are getting this error, "Caught exception :Object Expected", on our 
>mid-tier patch 21 (21 is a restricted release, but this was happening 
>on patch 20 as well) whenever we click on the calendar button for a 
>date/time field or try to view a record after a search.  We are doing 
>the "send us your logs" dance with BMC, but since its been going on for

>a few weeks, I thought I'd ask here.
>
>I read through the other "Caught exception" posts even though they were

>for a different exception.  There are no pop-up blockers involved, the 
>MT cache has been flushed as well as the local IE cache on two 
>different PCs.  This wasn't happening when MT was at patch 14.
>
>Has anyone else seen this particular error or can offer any advice? 
>
>Thanks in advance,
>Thad Esser
>Remedy Developer
>"Argue for your limitations, and sure enough, they're yours."-- Richard

>Bach
>
>***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, 
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>
>
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Re: Help with Windows Vista

[Wong, Corey A]

David-

Can you check if the testing is including the BMC Remedy encryption 7.0.1 
installer.  Our internal Vista testing team didn't have much luck with testing 
the Encryption installer in Vista.

Thanks,
Corey



-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Easter, David
Sent: Tuesday, February 27, 2007 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with Windows Vista

I posted this response 2 weeks ago to this very list.  I like going here:

http://www.nabble.com/ARS-%28Action-Request-System%29-f716.html

to do searches on topics that may already have been answered on the list.

Short Answer: Vista is scheduled to be added to the compatibility matrix for 
the WUT within the next 30-45 days.  
 
Long Answer: The AR System 7.0.01 Remedy User Tool was tested on Vista Beta 2 
and found to behave as expected.  BMC is now testing with the GA version of 
Vista to confirm that no additional changes were made to Vista for final 
release.  Once this testing has completed - and assuming no changes to Vista 
cause any issues with the Remedy User Tool - Vista will be added to the 
compatibility matrix for the WUT.   
 
BMC Remedy will not be testing the "Home" versions of Vista (i.e. Home Premium 
and Home Basic).  The editions being tested are "Business", "Enterprise" and 
"Ultimate".
 
The 7.0.01 Admin Tool is not being tested on Vista (and will thus not be added 
to the 7.0.01 compatibility matrix), but will be tested during the release 
cycle of the next minor version of AR System tentatively scheduled for release 
in July '07.
 
To the best of my knowledge, the 7.0.01 WUT can be loaded on the business 
editions of Vista today and tested against the 7.0.01 or 6.03 AR System server 
in preparation for the "official" addition of Vista to the compatibility 
matrix.  I have not heard of any issues found in testing so far that would 
force BMC to patch the WUT.  There's always that chance, of course.
 
There are no plans to test the 6.03 WUT running on Vista.  Customers wanting to 
use Vista will need to use the 7.0.01 (or later) WUT.  However, since the 
7.0.01 WUT can connect to previous versions of AR System (e.g. 6.03), customers 
will not need to upgrade the server to 7.0.01 to take advantage of clients 
running Vista.  Only the WUT would need to be upgraded.
 
BTW, IE7 on Windows XP is already supported by 7.0.01 - and this is in the 
compatibility matrix for 7.0.01 as per the footnote "(2) Unless otherwise 
indicated, the version represents the minimum version supported.  BMC will 
support a browser version at this level or above."  Since IE6 is listed as the 
minimum, IE7 is also supported.  There is a known issue with tabbed browsing in 
IE7, however.  This can be seen (for example) by doing the following:

1. Log into an AR System based application - for example, the Incident 
Management Console in Service Desk
2. Open a second tab and navigate to another web page - for example 
www.google.com
3. Switch back to the Incident Management Console and open up a modal dialog 
box - for example, "Manage CI Information"
4. Leave the dialog box open and switch back to the Google tab
5. The dialog box will stay "on top" of the browser window, obscuring the 
Google tab below it.  The dialog box can be moved or minimized, allowing the 
tab below it to be accessed normally

The easiest workaround is not to use tabs.  You could also minimize the dialog 
box after moving to the second tab or complete work in the dialog box prior to 
switching to the second tab.  This issue does not seem to occur in Firefox.  
BMC is looking into what can be done to compensate for this Microsoft behavior 
in a future release of AR System.  

Also note that Vista <> Longhorn.  Vista is a client operating system.  
Longhorn is Microsoft's next server operating system (They might change the 
name before release...).  Therefore, AR System Server of Mid-Tier will not be 
supported on Vista - just as the Server and Mid-Tier are not supported on 
Windows XP.  Longhorn is scheduled to release at the end of 2007.  Support for 
Longhorn will be added to AR System server either in an AR System release 
scheduled at the same time or, more likely, between releases in the same manner 
that Vista will be added between releases. 

-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Baxter, Andrew
Sent: Tuesday, February 27, 2007 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Help with Windows Vista

My experience has been

Re: 6.3 Patch 21 - AVAILABLE

[Lammey, Peter A.]

David,

I went to the site for the Patch 21 download but I don't see any readme
files on the initial Patch 21 FTP directory and in any of the
subdirectories there.

Are you sure the readmes are there and can customers access them? 

Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, February 27, 2007 6:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - AVAILABLE

Hi All,

  Looks like we've got everything squared away now.  The only modified
components in Patch 021 are E-mail, Server and Mid-Tier so those are the
only folders that should be present.  There are also Readme's for each.
I checked the size and # of files vs. the original internal folders and
they're a match.

Thanks, 

-David J. Easter
Sr. Product Manager, Service Management Business Unit BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Tuesday, February 27, 2007 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - Readme

Hi David,

Can you say if this is now complete?

As of this morning, I am now seeing both Server-readme.txt and
Mid-Tier-readme.txt.  Using FlashFXP, I am able to the entire server and
midtier directories, as well as Mid-Tier-readme.txt, but I am not able
to download Server-readme.txt.  The error I receive is:
Transfer queue completed
1 File failed to transfer

Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Easter, David
Sent: Monday, February 26, 2007 7:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - Readme


Hi Axton,

  I will try to do so, yes. 

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 Axton
Sent: Monday, February 26, 2007 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 Patch 21 - Readme

Can you please confirm when it's done and send a message to the list.
The last patches took over a week to get into place fully.  Ended up
having to backout, check, then reapply the patch a couple of times to
several servers due to missing files.

Axton Grams

On 2/26/07, Easter, David <[EMAIL PROTECTED]> wrote:
> **
>
> According to the folks I've talked to, the patch is still uploading.  
> I would suggest waiting until tomorrow to retrieve the patch.  It 
> should be done uploading by then.
>
> 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 Lucero, Michelle - IST 
> contractor
> Sent: Monday, February 26, 2007 1:13 PM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: 6.3 Patch 21 - Readme
>
>
> **
> Thank you for following up for us, Mr. Easter.
>
> Since it appears that 6.3.0.21 (ARS 6.3 Patch 21) is now listed as one

> of the available patches under Patch Downloads 6.3.0, I am assuming 
> that is now in "General Release".
>
> Could you or someone from BMC send out a general note or technical 
> bulletin once ALL of the files are completely uploaded? It appears 
> that besides the readme files, the bin and lib folders are empty under

> winnt.  There are other folders that are currently empty, as well.
>
> We're under a time crunch as all of our apps and servers are supposed 
> to be DST ready by March 1, 2007.
>
> Thank you and we do appreciate your help to us on the list.
> Michelle
>  
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
> Sent: Monday, February 26, 2007 12:02 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: 6.3 Patch 21 - Readme
>
>
> **
> Looks like the readmes were not properly copied over from the 
> development server to the support site server.  BMC resources are
investigating.
>
> I will update the list when more information becomes available.
>
> 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 Eric Cleereman (IT)
> Sent: Monday, February 26, 2007 7:21 AM
> To: arslist@ARSLIST.ORG
> Subject: 6.3 Patch 21 - Readme
> Importance: High
>
>
> **
>
> H

Re: LOGOFF event capture

[Heider, Stephen]

One option would be to add an active-link on the main control form that pushes 
a new record to a logon/logoff form when the user opens the form, and also when 
they close the form (exit the application).

Stephen

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Francisco de Assis Pereira Cavalcante
Sent: Wednesday, February 28, 2007 9:09 AM
To: arslist@ARSLIST.ORG
Subject: LOGOFF event capture

Hi list,

We´re having a demand for developing on AR System application to log (with some 
information like user, timestamp, etc...) the interval between logon and logout.

Therefore, we have a doubt:

how about to capture logoff event?

are there a arconf command to do that?

Thanks
**
Francisco de Assis Pereira Cavalcante
**


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Read: Spam: Re: arplugin not running SOLVED

[Dunn, Eric]

Your message

  To:  arslist@ARSLIST.ORG
  Subject: Spam: Re: arplugin not running SOLVED
  Sent:Wed, 28 Feb 2007 07:23:32 -0600

was read on Wed, 28 Feb 2007 09:48:21 -0600

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Re: LOGOFF event capture

[Axton]

Parse the user logs on the server side.  It has all the data you seek.
Write the data to a Remedy form if you like.

Axton Grams

On 2/28/07, Francisco de Assis Pereira Cavalcante
<[EMAIL PROTECTED]> wrote:

Hi list,

We´re having a demand for developing on AR System application to log (with
some information like user, timestamp, etc...) the interval between logon
and logout.

Therefore, we have a doubt:

how about to capture logoff event?

are there a arconf command to do that?

Thanks
**
Francisco de Assis Pereira Cavalcante
**


"O emitente desta mensagem é responsável por seu conteúdo e endereçamento.
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ação em desconformidade com as normas internas do Sistema Petrobras são
proibidas e passíveis de sanção disciplinar, cível e criminal."

"The sender of this message is responsible for its content and addressing.
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publication, reproduction, distribution or the performance of  any other
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is forbidden and liable to disciplinary, civil or criminal  sanctions."

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cualquier otra acción no conforme a las normas internas del Sistema
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ADM: please ignore

[Daniel Bloom]

test 10:30am


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Re: DST and Time Calculation White Paper?

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

Sorry to keep kicking a dead horse


For the Mid-Tier, if we are only submitting/modifying tickets, will we
need to patch the Mid-Tier or Java or anything at all?

I thought I understood all of this after the eleventy-billion posts, but
then I went back and read this and saw that the Mid-Tier or Java needed
a good 'ol patching. Can we get away with just patching Java for the
Mid-Tier and be okay?

 

Thanks!

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Easter, David
Sent: Tuesday, February 27, 2007 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: DST and Time Calculation White Paper?

 

Both the client and server use the operating system for localtime
calculations.  The Mid-Tier, web services and import/export use a 3rd
party library supplied within AR System or Java for localtime
calculations.  This is why the technical bulletin refers to these
functions in explicitly and why the patches for 6.3 and 7.0.01 contain
an updated version of these libraries and/or require the patched
versions of Java.

 

The conversion is done at the client for client queries, displays or
submissions.  It's done at the server for workflow driven manipulations
(e.g. push field) of date/time information.

 

Thanks,

 

-David J. Easter

Sr. Product Manager, Service Management Business Unit

BMC Software, Inc.

 

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CG/SCWOE
Sent: Tuesday, February 27, 2007 8:34 AM
To: arslist@ARSLIST.ORG
Subject: DST and Time Calculation White Paper?

** 

Hi all:

 

I'm still trying to wrap my head around all the DST ramifications for
5.1.2, and I guess I'm thinking it would help if I had a technical white
paper or other document that specifies exactly how Remedy 5.1.2
calculates time and time conversions.

 

Here's my thinking:

 

The Remedy server stores all time values as Unix time, which is the
total of seconds since 1 January 1970 GMT.  Time values, then, get
stored in a number field in the database (as opposed to a date/time
field).  Accordingly, if a user passes a date and time in a search
query, Remedy must convert the date and time supplied by the user to the
equivalent Unix time.  It must do this by first adding or subtracting
the appropriate number of hours based on the time zone and then possibly
add an hour for DST.

 

If you run such a query, which piece of Remedy does this conversion
before the query is passed to the underlying database? Is it the server
or the client? Does the client do the time conversion before the query
is passed to the server or does the client just pass the query to the
server as-is and the server does the time conversion?

 

If the server does the time conversion, is it saying, "OK, I got a time
value in this query I'm to execute.  So let me convert the time to
something I truly understand.  So let's see now...what time zone am I
in...and are we observing daylight savings time?" I assume, then, that
the server queries the operating system for the timezone??? And does it
query the operating system for whether or not the time zone is currently
observing DST? It can't, in my mind, otherwise there wouldn't be a bug.
It must be calculating whether or not DST is being observed itself based
on its own internal date/time algorithm? Yes?

 

Does anyone know the answers to these issues or know of a whitepaper
that definitively describes how Remedy calculates time?

 

Thanks,

Norm

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Re: sending attachments through emails

[Serouche Rahimpour]

something very strange is now happening. The AREmail is picking the 
email file, but whenever there is an attachment I don't see the email in 
the user tool.

It's like the file is gone !
I don't find it anywhere on the system neither in my database.
A bug ?
Any help ?
Thanks
Serouche


Naveen Kaushik wrote:

Save the file name in another character field and use this field instead
of the exact file name.

Drawback - it will be same every time i.e. hardcoded
Workaround - To make file name name different every time suffix filename
with $TIMESTAMP$

- Naveen 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour
Sent: Wednesday, February 28, 2007 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: sending attachments through emails

thanks for your tips Chad.
The problem I have is actually how to catch the myfile.txt.
I mean the name of the attachment.
My field ID is simple to read but where do I get the names of each of 
the attachments ?

Serouche



Hall Chad - chahal wrote:
  

You have to include the field ID of one of the attachment fields


within
  

your email template and make its value the filename of the attachment.
So, to attach a file called myfile.txt to attachment field 536871000


you
  

would include this...

!536871000!: myfile.txt

Chad Hall  
(501) 342-2650



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour
Sent: Tuesday, February 27, 2007 5:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: sending attachments through emails

well apparently my first email was not clear enough.
Sorry for that.
I'll explain again:
- my users send emails to the Remedy server (ARS 6.00.01 patch level
1454)
They attach files to the original emails.These emails are supposed to 
create new tickets in an existing schema which already contains an 
attachment field.
But the AR System Email application is not able to create the ticket 
with the attachment. The ticket is created but without the


attachments.
  
So I was wondering whether I need to write a set of filters and AL to 
produce the attachment or if there were some existing settings to make



  

the ticket created with the attachment ?
I hope this time I was clear enough.



Mark Blankenship wrote:
  


Sorry.  I think I misunderstood. I am referring to sending out email
from Remedy with atachments.

-Original Message-
From: Mark Blankenship [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, February 14, 2007 10:28 AM

To: arslist@ARSLIST.ORG
Subject: Re: sending attachments through emails


I believe this is a bug.  Don't know to what patch level.
We had to create manual workflow to submit the desired attachment to

  

the
  


Email_Attachemnts form, create the EmailMessage/Attachemt
  

relationship
  

record, etc...

Mark Blankenship

-Original Message-
From: Lucero, Michelle - IST contractor
[mailto:[EMAIL PROTECTED] 
Sent: Wednesday, February 14, 2007 9:05 AM

To: arslist@ARSLIST.ORG
Subject: Re: sending attachments through emails


Hi, Serouche:

Have you tried include the attachment field in the fields list of the
Notify Action?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour
Sent: Wednesday, February 14, 2007 5:49 AM
To: arslist@ARSLIST.ORG
Subject: sending attachments through emails

Dear listers,

my users would like to send emails with attachments. How can I make

  
the 
  


Email engine creating new tickets in a form including these

  

attachments
  


? I already have a form with an attachment fields. Email engine and
ARServer 6.00.01 patch 1454. Thank you. Serouche



  


  
  


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***
  

Re: Help regarding formating data in Character field

[Grooms, Frederick W]

Is this in an email or a screen field?   You have to remember that the
size of each character is different in the standard (proportional
spaced) fonts.  It sounds like you are needing to use a fixed width font
like Courier New (where all characters are the same width). 

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of ramakanthvarma bhupathiraju
Sent: Wednesday, February 28, 2007 6:17 AM
To: arslist@ARSLIST.ORG
Subject: Help regarding formating data in Character field

Hi list,

We are having a scenario in which in a field we need to align the data
in the below format:

Attribute Name1   : Attribute Value1
Attribute Name2   : Attribute Value2
Attribute Name3   : Attribute Value3
Attribute Name4   : Attribute Value4
Attribute Name5   : Attribute Value5

Inspite of  using all the padding options that we are having in remedy
we are not able to align like the above required format.

We are getting the data in the below format:
Ex:

Item Description   : Box for
Pickup
Box for Pickup : 11
Building   : F
Floor and room number  : 11

Actually in the above example the length of the data before ":" at all
the places is having the same length but the alignment is improper.

Kindly suggest a workaround.

Thanks and regards,
Bh.Ramakanth Varma

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LOGOFF event capture

[Francisco de Assis Pereira Cavalcante]

Hi list,

We´re having a demand for developing on AR System application to log (with
some information like user, timestamp, etc...) the interval between logon
and logout.

Therefore, we have a doubt:

how about to capture logoff event?

are there a arconf command to do that?

Thanks
**
Francisco de Assis Pereira Cavalcante
**


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ação em desconformidade com as normas internas do Sistema Petrobras são
proibidas e passíveis de sanção disciplinar, cível e criminal."

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Re: arplugin not running SOLVED

[Dwayne Martin]

We had commented out the "arplugin" line in armonitor.conf
while trying to solve another problem.

Thank you Axton, Roger and John.

Dwayne

 Original message 
>Date: Tue, 27 Feb 2007 17:11:50 -0500
>From: Axton <[EMAIL PROTECTED]>  
>Subject: Re: arplugin not running  
>To: arslist@ARSLIST.ORG
>
>If you are not seeing the process it is not starting or dying
after it
>is started.  Check the armonitor.conf to make sure that
arplugin is
>listed there.  Turn on the plugin logs and restart the
server, see
>what the plugin logs report (if it is dying).
>
>Axton Grams
>
>On 2/27/07, Roger Justice <[EMAIL PROTECTED]> wrote:
>> **
>>
>> Here are the list of ARPlugin from my AR.cfg for you to review.
>>
>>
>> Plugin: "C:\Program Files\AR System
Applications\omfnrmd02\BMC Remedy
>> Incident Management\bin\caieventcmd.dll"
>>  Plugin: "C:\Program Files\AR System
Applications\omfnrmd02\BMC Remedy
>> Incident Management\bin\ardbcQuery.dll"
>>  Plugin-Path: C:\PROGRA~1\ARSYST~2\OMFNRM~1\BMCREM~1\bin;
>>  Plugin: "C:\Program Files\AR System
Applications\omfnrmd02\BMC Remedy
>> Incident Management\bin\arfcbdata.dll"
>>  AE-Trace: ON
>>  AE-Trace-File: C:\Program Files\AR
>> System\omfnrmd02\Arserver\Db\AeTrace.log
>>  AE-Log-File: C:\Program Files\AR
>> System\omfnrmd02\Arserver\Db\ae.log
>>  AE-Log: ON
>>  CMDB-Install-Directory: C:\Program Files\AR System
>> Applications\omfnrmd02\BMC Atrium CMDB
>>  RE-Log-File-Location: C:\Program Files\AR System
Applications\omfnrmd02\BMC
>> Atrium CMDB\Logs
>>  Alternate-Approval-Reg: T
>>  Application-Enable: T
>>  Plugin: arapprove.dll
>>  Plugin: arealdap.dll
>>  Plugin: ardbcldap.dll
>>  Plugin: ardbcconf.dll
>>  Plugin: FlashboardObject.dll
>>  Plugin: ServerAdmin.dll
>>  Plugin: reportplugin.dll
>>
>>
>>  -Original Message-
>>  From: [EMAIL PROTECTED]
>>  To: arslist@ARSLIST.ORG
>>  Sent: Tue, 27 Feb 2007 4:15 PM
>>  Subject: arplugin not running
>>
>>
>> Hi everyone,
>>
>> We are trying to get LDAP authentication working on a brand
>> new ARS 7.01 installation, Red-Hat Linux server.
>>
>> All the LDAP lines in the ar.conf file is the same as in the
>> old system (ARS 6.3, HPUX-11 server, see below).
>>
>> However when a user tries to log in he gets "ARERR [8922] The
>> authentication service is not responding.". When I open the
>> "Configuration ARDBC" form I get, "ARERR [8760] Cannot
>> establish a network connection to the AR System Plug-In server
>> : rem2 [server name] : RPC: Program not registered."
>>
>> In the old system when I do "ps -ef|grep arplugin" I get
>> "/opt/arhd/bin/arplugin -s bluejay [server name] -i /opt/arhd."
>>
>> But in the new system I get nothing, not even after a restart.
>>
>> The "arplugin" program is in the "bin" folder. Why isn't it
>> starting?
>>
>> Dwayne Martin
>> James Madison University
>>
>> PS: The ar.conf file on both servers say:
>> AREA-LDAP-Port: 389
>> AREA-LDAP-Hostname: ldap.jmu.edu
>> AREA-LDAP-Use-Groups: 0
>> AREA-LDAP-UseSSL: F
>> AREA-LDAP-User-Base: ou=people,o=JMU
>> AREA-LDAP-User-Filter: uid=$\USER$
>> AREA-LDAP-Bind-Password: [EMAIL PROTECTED]/[EMAIL PROTECTED];W> AREA-LDAP-Bind-User:
>> cn=authenticatedBrowser,ou=UtilityAccounts,o=JMU
>> Allow-Guest-Users: F
>> Plugin: /opt/remedy/bin/arealdap.so (the plugin is there)
>>
>> Dwayne Martin
>> Computing Support
>> James Madison University
>>
>>
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Dwayne Martin
Computing Support
James Madison University

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Re: Client DST bug SW00256258

[Dwayne Martin]

Time values in Mid-Tier appear off by several hours if we
don't define AR System User Preferences/TimeZone.  It sounds
like we have to choose between having hour calculations off
under some very unusual situations, or having Mid-Tier users
see the hourly readings off by a few hours.

Or is there some other way of getting Mid-Tier to display
hours correctly other than by defining TimeZone for everybody?

(We are at Mid-Tier and ARS 6.3, Win 2000 web server, IIS 5.)

Dwayne Martin
James Madison University

 Original message 
>Date: Tue, 27 Feb 2007 18:01:42 -0500
>From: Aaron Keller <[EMAIL PROTECTED]>  
>Subject: Client DST bug SW00256258  
>To: arslist@ARSLIST.ORG
>
>   ** 
>
>   I apologize if this has already been asked or
>   answered.
>
>
>
>   Remedy's DST documentation mentions the following
>   defect:
>
>
>
>   SW00256258
>
>   SW00256530
>
>   BMC Remedy User shows a one-hour difference in time
>   for date
>
>   and time fields if the time zone locale is set
>   through the AR System
>
>   User Preference form even if an
>   operating-system-level DST patch
>
>   is installed on the system.
>
>   Workaround: Users should use BMC Remedy User without
>   setting
>
>   the Time Zone in the AR System User Preference form
>
>
>
>
>
>   My question is: what about clients that DO NOT
>   specify a preference server, and manage preferences
>   locally - will the above bug affect them?  In other
>   words, will they need to clear their own time zone
>   preference?
>
>
>
>
>
>   Has anyone been able to test this?  Has anyone
>   gotten a straight answer from BMC?  I'd hate to have
>   to visit every desktop just to clear their time zone
>   preference!
>
>
>
>
>
>   -Aaron
>
>   *  Email: [EMAIL PROTECTED]
>
>
>
> SunCom is the wireless company that's committed to doing
things differently.
>
> Things we want you to know.
>
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Computing Support
James Madison University

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Re: Asset Manager Problem

[Roger Justice]

I got the SHR:SchemaNames from BMC Support and imported them.  
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 28 Feb 2007 1:29 AM
Subject: FW: Asset Manager Problem


** 
HI Roger ,
 
I’m using 6.3 , my question there is anyway to get back this records , not 
recreate the classes again.




Subject: Re: Asset Manager Problem
 
I have over 800 entries in ITSM 7. I encountered a similar problem when I was 
adding a new field to a class and it already existed on another CI. When I 
deleted the field and cleaned up the metadata entries some of the 
SHR:SchemaNames had also been deleted. I got the original list from Support. I 
saw in CMDB 1.1 where the entries were corrupted.
 
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Help regarding formating data in Character field

[ramakanthvarma bhupathiraju]

Hi list,

We are having a scenario in which in a field we need to align the data
in the below format:

Attribute Name1   : Attribute Value1
Attribute Name2   : Attribute Value2
Attribute Name3   : Attribute Value3
Attribute Name4   : Attribute Value4
Attribute Name5   : Attribute Value5

Inspite of  using all the padding options that we are having in remedy
we are not able to align like the above required format.

We are getting the data in the below format:
Ex:

Item Description   : Box for Pickup
Box for Pickup : 11
Building   : F
Floor and room number  : 11

Actually in the above example the length of the data before ":" at all
the places is having the same length but the alignment is improper.

Kindly suggest a workaround.

Thanks and regards,
Bh.Ramakanth Varma

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Re: sending attachments through emails

[Naveen Kaushik]

Save the file name in another character field and use this field instead
of the exact file name.

Drawback - it will be same every time i.e. hardcoded
Workaround - To make file name name different every time suffix filename
with $TIMESTAMP$

- Naveen 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour
Sent: Wednesday, February 28, 2007 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: sending attachments through emails

thanks for your tips Chad.
The problem I have is actually how to catch the myfile.txt.
I mean the name of the attachment.
My field ID is simple to read but where do I get the names of each of 
the attachments ?
Serouche



Hall Chad - chahal wrote:
> You have to include the field ID of one of the attachment fields
within
> your email template and make its value the filename of the attachment.
> So, to attach a file called myfile.txt to attachment field 536871000
you
> would include this...
>
> !536871000!: myfile.txt
>
> Chad Hall  
> (501) 342-2650
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour
> Sent: Tuesday, February 27, 2007 5:23 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: sending attachments through emails
>
> well apparently my first email was not clear enough.
> Sorry for that.
> I'll explain again:
> - my users send emails to the Remedy server (ARS 6.00.01 patch level
> 1454)
> They attach files to the original emails.These emails are supposed to 
> create new tickets in an existing schema which already contains an 
> attachment field.
> But the AR System Email application is not able to create the ticket 
> with the attachment. The ticket is created but without the
attachments.
> So I was wondering whether I need to write a set of filters and AL to 
> produce the attachment or if there were some existing settings to make

> the ticket created with the attachment ?
> I hope this time I was clear enough.
>
>
>
> Mark Blankenship wrote:
>   
>> Sorry.  I think I misunderstood. I am referring to sending out email
>> from Remedy with atachments.
>>
>> -Original Message-
>> From: Mark Blankenship [mailto:[EMAIL PROTECTED] 
>> Sent: Wednesday, February 14, 2007 10:28 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: sending attachments through emails
>>
>>
>> I believe this is a bug.  Don't know to what patch level.
>> We had to create manual workflow to submit the desired attachment to
>> 
> the
>   
>> Email_Attachemnts form, create the EmailMessage/Attachemt
relationship
>> record, etc...
>>
>> Mark Blankenship
>>
>> -Original Message-
>> From: Lucero, Michelle - IST contractor
>> [mailto:[EMAIL PROTECTED] 
>> Sent: Wednesday, February 14, 2007 9:05 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: sending attachments through emails
>>
>>
>> Hi, Serouche:
>>
>> Have you tried include the attachment field in the fields list of the
>> Notify Action?
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour
>> Sent: Wednesday, February 14, 2007 5:49 AM
>> To: arslist@ARSLIST.ORG
>> Subject: sending attachments through emails
>>
>> Dear listers,
>>
>> my users would like to send emails with attachments. How can I make
>> 
> the 
>   
>> Email engine creating new tickets in a form including these
>> 
> attachments
>   
>> ? I already have a form with an attachment fields. Email engine and
>> ARServer 6.00.01 patch 1454. Thank you. Serouche
>>
>>
>> 
>

>   
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>   
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> privileged.
>
> If the reader of this message is not the intended recipient, you are
> hereby notified 

Re: Entry ID on Submit

[Carey Matthew Black]

Kevin,

Another approach is to do a push to the current record and include a
"signal" that allows the modify filters to "branch" and call a filter
guide and not do the full Modify processing.

You add a display only field that you set to a value like
"FinishSubmitLogic". Then a Modify Filter that checks that filed for
that value and calls a guide then does a GOTO 1000 to skip the rest of
the modify filters. The only other thing you need is to add a filter
on submit that does a push to the current form where '1'=$1$ AND make
sure that filter IS phased. (That way you know the Request ID value
and their is a record on the DB to "push" to.)


However, sometimes these things are actually better dealt with via
other processes. Can you be specific about what your doing and why you
think you need the 'Entry ID' value during Submit Filters?


--
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 2/27/07, Axton <[EMAIL PROTECTED]> wrote:

Nope, generate a unique value using a guid/instance id.  See the
special run process commands section of the basic/workflow guide.

Axton Grams

On 2/27/07, Kevin Thornley <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> All
>
> I need to use the entry id on some filters that execute on submit. The
> problem is that the entry id isn't committed yet. I want to remember that
> there is a way to make this happen by using the "'!" naming convention to
> control the firing order.
>
> Help
> Kevin


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Re: sending attachments through emails

[Serouche Rahimpour]

thanks for your tips Chad.
The problem I have is actually how to catch the myfile.txt.
I mean the name of the attachment.
My field ID is simple to read but where do I get the names of each of 
the attachments ?

Serouche



Hall Chad - chahal wrote:

You have to include the field ID of one of the attachment fields within
your email template and make its value the filename of the attachment.
So, to attach a file called myfile.txt to attachment field 536871000 you
would include this...

!536871000!: myfile.txt

Chad Hall  
(501) 342-2650



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour
Sent: Tuesday, February 27, 2007 5:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: sending attachments through emails

well apparently my first email was not clear enough.
Sorry for that.
I'll explain again:
- my users send emails to the Remedy server (ARS 6.00.01 patch level
1454)
They attach files to the original emails.These emails are supposed to 
create new tickets in an existing schema which already contains an 
attachment field.
But the AR System Email application is not able to create the ticket 
with the attachment. The ticket is created but without the attachments.
So I was wondering whether I need to write a set of filters and AL to 
produce the attachment or if there were some existing settings to make 
the ticket created with the attachment ?

I hope this time I was clear enough.



Mark Blankenship wrote:
  

Sorry.  I think I misunderstood. I am referring to sending out email
from Remedy with atachments.

-Original Message-
From: Mark Blankenship [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, February 14, 2007 10:28 AM

To: arslist@ARSLIST.ORG
Subject: Re: sending attachments through emails


I believe this is a bug.  Don't know to what patch level.
We had to create manual workflow to submit the desired attachment to


the
  

Email_Attachemnts form, create the EmailMessage/Attachemt relationship
record, etc...

Mark Blankenship

-Original Message-
From: Lucero, Michelle - IST contractor
[mailto:[EMAIL PROTECTED] 
Sent: Wednesday, February 14, 2007 9:05 AM

To: arslist@ARSLIST.ORG
Subject: Re: sending attachments through emails


Hi, Serouche:

Have you tried include the attachment field in the fields list of the
Notify Action?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Serouche Rahimpour
Sent: Wednesday, February 14, 2007 5:49 AM
To: arslist@ARSLIST.ORG
Subject: sending attachments through emails

Dear listers,

my users would like to send emails with attachments. How can I make

the 
  

Email engine creating new tickets in a form including these


attachments
  

? I already have a form with an attachment fields. Email engine and
ARServer 6.00.01 patch 1454. Thank you. Serouche





  

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