Re: Remedy Supported Products

[Lucero, Michelle - IST contractor]

Axton and Carey:

Just want you to know that I appreciate the fact that you are taking
action.  This is quite an undertaking.

Thanks,
Michelle 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Saturday, March 10, 2007 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Supported Products

Michelle,

My understanding of how BMC decides if a bug is important enough to be
fixed/worked on has to to with the number of customers that have
reported the bug, and how much pressure they individually and
collectively apply to BMC to try to get a resolution. ( Sure there are
other factors like the design goal for the next version and if the
feature in question will even be moved into the next version at all
too. )


My suggestion of hosting an independent bug tracking list would be to
allow customers to share their experiences with each other. So that
when a bug is identified by a customer other customers could try to
reproduce the issue and also report the problem to BMC in a consistent
way. So when an issue is a real issue for lots of customers BMC might
hear the same thing from multiple support contracts and prioritize the
effort to resolve the problem accordingly.

I in no way expect such a customer effort to actually alter, or be a
direct contributor or consumer, of any part of the existing BMC
support process. Frankly I would rather then spend more time on fixing
the bugs than trying to alter their applications to deal with a
customer maintained "bugzilla" or other such software variants.

I was basically think a community (like ARSList) specifically geared
for Bug tracking. Hopefully it would contain a list of BMC Bug ID(s)
that customers get when they report the issue. And if we can all be
more aware of the existing Bug ID's then we can actually report
another incident and reference an existing BMC Bug ID. And help reduce
the total number of "duplicate" Bug ID's that get created in BMC's
world.

Now it would be fantastic if such a community effort could also
develop a single (or maybe one pre bug) application that would allow
other users (and BMC) to import the application and "push a button" to
preform the test and evaluate the current functionality of the system.
Yes, it gets very complicated when the bug is not limited to just
workflow. (Like Import tool, or Admin Tool, or User Tool Vs. Mid-Tier
type bugs.) But I still think it can be done. It would simply add more
requirements to the testing environment for the application to work.
And when it is more API specific, then sample code should be supplied
to be able to reproduce the issue. Having the community create such a
"Test this bug this way" message for BMC might help them to more
quickly understand the real issue and skip over some of the
misunderstandings that we all have experienced with Tech support.


The only points of contact in the process would be individuals
reviewing the community bug list and testing them on their
environment(s) and when they can reproduce the bug, reporting it to
BMC as that they are effected by that bug.

If the community application was constructed in a way that would allow
for outbound notifications when the community bug is "fixed" then it
could also notify those who identified themselves as affected by the
bug at that point too. ( Dependent on the feature set of the
application used to track this stuff for the community. )


And it would be fantastic if BMC could actually let us develop such an
ARS application for them. The could host a Server Cluster that they
let a few "outside" developers build/work with and we all could get
real accounts on the system.

Who knows, they could even do performance testing on that instance. We
would have a real system with 100's, 1000's of real users using real
applications that are designed to help BMC better understand and meet
the needs of their customers.

And if BMC would not be willing to do such a great undertaking...
maybe a partner would be able to do it? [ Fishing for some help
here...  Anyone with an Internet accessible ARS server with some
bandwidth to burn? ]


The point is that it would be the community working for the needs of
the community to "help BMC help the community".

I know all of this is not a novel idea, but most activists are not
original thinkers either. They simply motivate others to take actions
to improve a specific topic of interest. I am interested in seeing
fewer bugs in BMC products and I think we all can make a big impact in
that topic if we are willing to work hard enough. :)



-- 
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 3/10/07, Lucero, Michelle - IST contractor
<[EMAIL PROTECTED]> wrote:
> Me, too.  But I have a question about the whole process.  Is there
going
> to be a scheduled push whether manual or automa

Re: DST Microsoft Hotfix

[Axton]

Exchange hotfixes (circa 2000) used to require replacing dll's that
had active handles (would yield an error if user tried to overwrite or
delete); the way Microsoft worked around this was to renamed the
existing file (old version), then copy the patched file into place in
that directory.  Any active processes retain the handle on the
original file, and when the server is rebooted, the executables will
link against the new files.

Axton Grams

On 3/10/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:

Warren,

I got the exact same answer from BMC. So at least they are consistent
in their level of quality. :)


My _guess_ is that you need to find any instances of those DLL's on
your host. I would suggest that you copy each and every individual
copy to an alternate location (that is not in the PATH setting for the
host) for safe keeping.

Then copy the new DLL over the old DLL's. (and replace each and every
copy of the file[s])

If one of those places that you already find those dll's is the server
install directory, then absolutely put them there too. :)  (Maybe even
put them there if they are not there I doubt it would cause any
issues.)

Then I would reboot the box and let the server/client restart as normal.


However... if for some reason windows will not let you overwrite the
existing files... then.

I would put the files in a new directory and add this directory to the
Path AT THE BEGINNING of the PATH string.

Then I would reboot the box and let the server/client restart as normal.

Again... that is just a guess

--
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 3/10/07, Warren Baltimore <[EMAIL PROTECTED]> wrote:
> **
> Well, I got the two .dll's from BMC, but with no indication of what to do
> with them.  When I asked, I was told to contact Microsoft.
>
> I'm not a systems person, I can patch things if given instructions on how to
> do that.  But I can't find anything at MS or BMC that tells me what to do.
> From what I read, I THINK it needs to go in the same directory as the
> ARSERVER.EXE file, but I'm not positive.  Also, I'm not clear on how to set
> the tz variable (the document that david provided discusses a shell).
>
> I'm running ARS 7.0.1 patch 1 on a Windows 2000 sp4 server.
>
> Anybody willing to tell me what to do?
>
> Signed,
>
> Sleepless in Seattle
>
> --
> 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

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Re: DST Microsoft Hotfix

[Carey Matthew Black]

Warren,

I got the exact same answer from BMC. So at least they are consistent
in their level of quality. :)


My _guess_ is that you need to find any instances of those DLL's on
your host. I would suggest that you copy each and every individual
copy to an alternate location (that is not in the PATH setting for the
host) for safe keeping.

Then copy the new DLL over the old DLL's. (and replace each and every
copy of the file[s])

If one of those places that you already find those dll's is the server
install directory, then absolutely put them there too. :)  (Maybe even
put them there if they are not there I doubt it would cause any
issues.)

Then I would reboot the box and let the server/client restart as normal.


However... if for some reason windows will not let you overwrite the
existing files... then.

I would put the files in a new directory and add this directory to the
Path AT THE BEGINNING of the PATH string.

Then I would reboot the box and let the server/client restart as normal.

Again... that is just a guess

--
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 3/10/07, Warren Baltimore <[EMAIL PROTECTED]> wrote:

**
Well, I got the two .dll's from BMC, but with no indication of what to do
with them.  When I asked, I was told to contact Microsoft.

I'm not a systems person, I can patch things if given instructions on how to
do that.  But I can't find anything at MS or BMC that tells me what to do.
From what I read, I THINK it needs to go in the same directory as the
ARSERVER.EXE file, but I'm not positive.  Also, I'm not clear on how to set
the tz variable (the document that david provided discusses a shell).

I'm running ARS 7.0.1 patch 1 on a Windows 2000 sp4 server.

Anybody willing to tell me what to do?

Signed,

Sleepless in Seattle

--
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


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DST Microsoft Hotfix

[Warren Baltimore]

Well, I got the two .dll's from BMC, but with no indication of what to do
with them.  When I asked, I was told to contact Microsoft.

I'm not a systems person, I can patch things if given instructions on how to
do that.  But I can't find anything at MS or BMC that tells me what to do.

From what I read, I THINK it needs to go in the same directory as the

ARSERVER.EXE file, but I'm not positive.  Also, I'm not clear on how to set
the tz variable (the document that david provided discusses a shell).

I'm running ARS 7.0.1 patch 1 on a Windows 2000 sp4 server.

Anybody willing to tell me what to do?

Signed,

Sleepless in Seattle

--
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: Default Form View

[Carey Matthew Black]

Seth,

Oh... sorry... I did not cover the "upon login" part.

You should also look at the "Init-Form" setting in the ar.conf file too.

The only reference I can find is for v7, but I am fairly sure that
v6.x also supports it.
(Ref:  Pg 324 of the v7 Configuring-700.pdf )

--
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 3/10/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:

Seth,

Take a look at the following functions in BasicGuide-630.pdf for field ID 20117:

PERFORM-ACTION-GET-PREFERENCE
(Ref: Pg 626)
  and
PERFORM-ACTION-REFRESH-PREFERENCE
(Ref: Pg 627)
  and
PERFORM-ACTION-SET-PREFERENCE
Ref: Pg 628

( The order of these functions in the document never quite made sense
to me. :) )

--
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 3/8/07, Seth Wrye <[EMAIL PROTECTED]> wrote:
> Hello All,
> I am trying to write workflow that will NULL out the Default Form View in
> the advanced options within the user tool upon login.  Has anyone
> accomplished this and have a few tips?
> Any and all help appreciated...
> -Seth


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Re: Default Form View

[Carey Matthew Black]

Seth,

Take a look at the following functions in BasicGuide-630.pdf for field ID 20117:

PERFORM-ACTION-GET-PREFERENCE
(Ref: Pg 626)
 and
PERFORM-ACTION-REFRESH-PREFERENCE
(Ref: Pg 627)
 and
PERFORM-ACTION-SET-PREFERENCE
Ref: Pg 628

( The order of these functions in the document never quite made sense
to me. :) )

--
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 3/8/07, Seth Wrye <[EMAIL PROTECTED]> wrote:

Hello All,
I am trying to write workflow that will NULL out the Default Form View in
the advanced options within the user tool upon login.  Has anyone
accomplished this and have a few tips?
Any and all help appreciated...
-Seth


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Default Form View

[Seth Wrye]

Hello All,
I am trying to write workflow that will NULL out the Default Form View in 
the advanced options within the user tool upon login.  Has anyone 
accomplished this and have a few tips?
Any and all help appreciated...
-Seth

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Re: Import CSV file in Remedy

[Carey Matthew Black]

Marmil,

Merge filters would only be triggered during the import process. (So
you would need to process the records again with the import tool at
this point. Or you would be processing the next data feed.)

However, you could have an Escalation ( that would be triggered by a
time based interval) that would modify the records and cause Modify
Filters to "do the right things" and update/create data in other forms
too.

You could even place the Merge filters in a Filter guide and have a
Modify filter call that guide if you wanted to. (Still triggered by an
Escalation, or other workflow/user actions.)


--
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 3/9/07, Harmil <[EMAIL PROTECTED]> wrote:

**
Peter,

Could you explain me this in detail as i already import the CSV data on to
remedy temporary form using Remedy import so now i do have all data on
remedy form so how would i create a filter on merge which takes my temp
table data on to different form? Is there any way i can run this import
automatically without log in to remedy import tool via User tool or command
line?


Peter Romain <[EMAIL PROTECTED]> wrote:

I would create a new import form in Remedy and import the csv files into
this form.

Filters on merge would then be written to push the data to the correct
classes.

Harmil writes:

> All,
>
> We need to import some CSV files in to Remedy Database (SQLServer) and it
will be a one time dump of data so we don't concern about the performance or
any other issues. We have different columns on CSV file goes to different
BMC CMDB 1.1 classes in remedy so how do i create a workflow which takes
each CSV file's column and import those attributes in Remedy form(Table).Can
some one tell me the best way to handle this.I think i need some kind of DB
script and step details to create this work flow?
>
> Environment:
>
> CM DB 1.1
> ARS 6.x
> Windows NT
> IT SM 6.x
>
> Appreciated your quick response.
>
> Thanks,
>
> Harmil
> Remedy Consultant
>
>
>
> -
> Don't get soaked. Take a quick peek at the forecast
> with theYahoo! Search weather shortcut.
>
>
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 Get your own web address.
 Have a HUGE year through Yahoo! Small Business.
__20060125___This posting was submitted
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Re: Remedy Supported Products

[Carey Matthew Black]

Michelle,

My understanding of how BMC decides if a bug is important enough to be
fixed/worked on has to to with the number of customers that have
reported the bug, and how much pressure they individually and
collectively apply to BMC to try to get a resolution. ( Sure there are
other factors like the design goal for the next version and if the
feature in question will even be moved into the next version at all
too. )


My suggestion of hosting an independent bug tracking list would be to
allow customers to share their experiences with each other. So that
when a bug is identified by a customer other customers could try to
reproduce the issue and also report the problem to BMC in a consistent
way. So when an issue is a real issue for lots of customers BMC might
hear the same thing from multiple support contracts and prioritize the
effort to resolve the problem accordingly.

I in no way expect such a customer effort to actually alter, or be a
direct contributor or consumer, of any part of the existing BMC
support process. Frankly I would rather then spend more time on fixing
the bugs than trying to alter their applications to deal with a
customer maintained "bugzilla" or other such software variants.

I was basically think a community (like ARSList) specifically geared
for Bug tracking. Hopefully it would contain a list of BMC Bug ID(s)
that customers get when they report the issue. And if we can all be
more aware of the existing Bug ID's then we can actually report
another incident and reference an existing BMC Bug ID. And help reduce
the total number of "duplicate" Bug ID's that get created in BMC's
world.

Now it would be fantastic if such a community effort could also
develop a single (or maybe one pre bug) application that would allow
other users (and BMC) to import the application and "push a button" to
preform the test and evaluate the current functionality of the system.
Yes, it gets very complicated when the bug is not limited to just
workflow. (Like Import tool, or Admin Tool, or User Tool Vs. Mid-Tier
type bugs.) But I still think it can be done. It would simply add more
requirements to the testing environment for the application to work.
And when it is more API specific, then sample code should be supplied
to be able to reproduce the issue. Having the community create such a
"Test this bug this way" message for BMC might help them to more
quickly understand the real issue and skip over some of the
misunderstandings that we all have experienced with Tech support.


The only points of contact in the process would be individuals
reviewing the community bug list and testing them on their
environment(s) and when they can reproduce the bug, reporting it to
BMC as that they are effected by that bug.

If the community application was constructed in a way that would allow
for outbound notifications when the community bug is "fixed" then it
could also notify those who identified themselves as affected by the
bug at that point too. ( Dependent on the feature set of the
application used to track this stuff for the community. )


And it would be fantastic if BMC could actually let us develop such an
ARS application for them. The could host a Server Cluster that they
let a few "outside" developers build/work with and we all could get
real accounts on the system.

Who knows, they could even do performance testing on that instance. We
would have a real system with 100's, 1000's of real users using real
applications that are designed to help BMC better understand and meet
the needs of their customers.

And if BMC would not be willing to do such a great undertaking...
maybe a partner would be able to do it? [ Fishing for some help
here...  Anyone with an Internet accessible ARS server with some
bandwidth to burn? ]


The point is that it would be the community working for the needs of
the community to "help BMC help the community".

I know all of this is not a novel idea, but most activists are not
original thinkers either. They simply motivate others to take actions
to improve a specific topic of interest. I am interested in seeing
fewer bugs in BMC products and I think we all can make a big impact in
that topic if we are willing to work hard enough. :)



--
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 3/10/07, Lucero, Michelle - IST contractor
<[EMAIL PROTECTED]> wrote:

Me, too.  But I have a question about the whole process.  Is there going
to be a scheduled push whether manual or automated to send the bugs to
BMC Remedy?  Would their bug number scheme be different?
How would we know if/when their fixed?

...so many questions


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Re: Remedy Supported Products

[Axton]

Ok, the app is available at the following url:

http://arswiki.org/bugs

There is still some configuration that has to be done (add products,
versions, etc), but it's set up and backed up, and the basic
configuration is done.

I would really like to see an interface this informative, useful, and
intuitive that provides this level of visibility on the BMC site for
defect tracking (populated and maintained by BMC's internal support
processes and related avenues of information, such as partners that
provide support services).  Could such a thing be done?  Ah well, if
anything comes of this, I hope that the people at BMC responsible for
the support and development organizations see this message, get a
glimpse of what software in the arena of bug tracking does, take
notes, and then do something about the current state of things.

There are so many features that just make sense:
- Ability to vote on a bug (using predefined limits, can change a bug
to a confirmed status; could be used by engineers, customers, whatever
makes sense if applied at BMC)
- Notification to submitter and cc list when a bug is resolved
- Notification to submitter and cc list when a bug is updated
- Notification to submitter and cc list when a bug is reopened
- Ability to add yourself to the cc list for defects
- Ability to chart defects per
status/product/component/version/platform/severity/etc - would sure be
useful when deciding whether to upgrade, no?
- Selections for component, platform, version, product, etc. when
creating the bug
- Ability to search bugs

To answer some Michelle's questions, I have no power over BMC or their
internal processes, what I can do though is bring to light some
serious problems in the way things are done currently, give an example
of how to do it better, and get enought traffic such that they are
inclined to look and think about the problem.  Whether they take any
type of action and how long they take to do anything about it is up to
them.  Look at it this way; the more information in the bugs db, the
more likely they will step up the pace to do something about the
current arrangement (using my site or improving their own); either way
I'm happy.

BMC will have the same visibility and access to the site as anyone
else; there is an extensive reporting interface where they can gather
whatever information they choose.  Each bug on the bugzilla site has a
keyword field where BMC's defect id could be entered, this would allow
easy cross-referencing.

Axton Grams

On 3/10/07, Rocky Rockwell <[EMAIL PROTECTED]> wrote:

I would vote for it if it is not to much trouble for you.

*Rocky*

Rocky Rockwell
eMA Team – Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Axton wrote:
> If there is sufficient interest, I will set it up.  The software is
> free.  Aside from periodic patches and the initial setup (backups,
> configuration, etc), the maintenance is negligable.  Plus, it would
> complement the Trac/SVN apps I have set up.
>
> Speaking of, if anyone wants to start a Remedy related development
> project (c, java, def, etc), I am open to hosting an svn repository,
> Trac interface, and maybe a bugzilla app (have to see if there is more
> interest).  The data is backed up up across country nightly, then to
> tape, which is stored at a secure site.  20 days worth of backups are
> retained on immediate storage and 20 months worth on tape (at least
> until the storage needs to be upgraded).  The only requirement to use
> the site is: the software has to be available under an OSI approved
> license.
>
> If interested email me.
>
> Axton
> http://arswiki.org
>
> On 3/9/07, Watson, Benjamin A. <[EMAIL PROTECTED]> wrote:
>> Axton,
>>
>> Wanna stand up a Bugzilla portal off of your ARSWiki?
>>
>> I'd be glad to submit a list of RKM related bugs that I've uncovered
>> and fixed.
>>
>> Ben
>>
>> 
>>
>> From: [EMAIL PROTECTED] on behalf of Carey Matthew Black
>> Sent: Fri 3/9/2007 10:31 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Remedy Supported Products
>>
>>
>>
>> Roy,
>>
>> It has been my experience (not only of late, but for several years)
>> that the mantra of "support" is "send us your logs" and "use the
>> latest patch".
>>
>> The amount of support that they provide for anything except the most
>> current patch of the day is to answer questions with statements like:
>>
>> " That might be fixed in a later patch. Have you tried patch "x" yet?"
>> OR
>> " What version of the software are you using?"
>>   (For the Nth time for the same support issue.)
>>
>> OR ( And this one is my favorite)
>>
>> " No that is not a bug. Yes the documentation says that, but the
>> actual design is not that. The bug is in the documentation."
>>   ( And they even say that when the functionality _changed_ between
>> Major versions and the docs still reflect the "old versions
>> behaviour". )
>>
>>
>> I am beginning to think that the community could benefit f

ADM:Please Ignore

[Daniel Bloom]

timing test 1:01pm EST


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Re: Problems Applying ARServer 6.3 Patch 21 on Production Server

[Eric Cleereman (IT)]

We just figured this one out.  :-)
 
We were a single thread higher than the maximum thread count setting on our OS.
 
We decreased the number of threads, and the upgrade too on Prod.
 
Eric

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Eric Cleereman (IT)
Sent: Friday, March 09, 2007 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Problems Applying ARServer 6.3 Patch 21 on Production Server


** 

Hi All, 

Under Aix 5.2, Oracle 9.2.0.4.0 (local database), we've used the manual copy 
method to install ARServer 6.3 Patch 21.  We are using a script to execute 
this, so the manual install has been identical on all three servers.  This 
worked fine on DEV and QC.  On PROD, we see the following lines echoed to CON 
when trying to run "arsystem start" after the patch has been applied:

 (ARNOTE 0) 
   Server indicates that it's up. 

 (ARNOTE 0) 
   Server (pid:18403474) died with 0. 

Tried 4 restarts in 30 seconds. I give up... 

The pid varies, and the ARError.Log does not indicate why the Server dies.  9 
out of 10 times, it is actually dead.  The other 1 of 10 restarts, the CON 
indicates it's death, but it's still running, and able to be connected to by 
clients.

If the patch is backed out, the previous unpatched 6.3 works fine. 

We've patched and unpatched this several times, with the same results. 

Our Unix Admins and DBAs have verified that the JDKs, DB, and OS are all 
patched to the same levels no all three servers.

We've compared the files paths, sizes, permissions, and ownerships of the 
patched files on all three servers and they match.  We've also compared the 
ar.conf, armonitor.conf, etc...

We initially thought this may be an issue with TSM, as we backup the file 
system on PROD, but not DEV or QC.  We had Production Control kill off the 
backups, and tried it again.  Same results.

If anyone has any thoughts on this, we'd much appreciate them. 

Eric Cleereman 

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Re: Problems Applying ARServer 6.3 Patch 21 on Production Server

[Lucero, Michelle - IST contractor]

Eric, 
I can empathize.  Ours failed, too.  However, our environment is Windows
2003/SQL Server.
PROD ARS 6.3 P18 --> P21 File Replacement Method Failed (followed
special instructions in readme for upgrading from P19 or older)
 
PROBLEM:
Could not log into Remedy at all.
 
ERRORS:
After restarting ARS service, we received:
Sat Mar 10 02:04:21 2007  390695 : An error has occurred while loading a
plug-in. (ARERR 8756)
Sat Mar 10 02:04:21 2007 WebService.dll: The specified module could
not be found.
 
RPC Program Not Registered (yes db was running and absolutely no other
error in the arerror.log than the one above)
 
...and "AR System ONCRPC Port Mapper encountered a Problem and Needed to
Close"  which I assume was related to the message directly above.
 
BACK OUT:
We had to back out.  Nothing we did would allow us to connect to Remedy.
We stopped services and replaced with original files. Server came back
up on P18.
 
WORKAROUND:
Decision was made to run the installer on Prod as we did in DEV.  In Dev
we had went from ARS 6.3 P18--> P20 using the installer because of all
of the concern about missing files.  When P21 came out we did the file
repl method P20 -->P21 in DEV and that worked.  So...
 
This combination worked on PROD..
Run installer on ARS 6.3 P18 --> P20.  File repl P20-->P21.  Success
Run Flashboard ARS 6.3 P20 Installer.  Success
Run Email 6.3 P21 Installer.  Success
 
RESULT:
Production is UP on ARS 6.3 P21, FB P20, Email P21, MidTier 7.0.01 P1
with special FB fix.
 
All errors originally reported above are no longer occurring.
 
QUESTION:
Anyone else attempt a file repl method from a patch 19 or lower than 20
to P21 and succeed? 
 
Thanks in advance,
Michelle


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Friday, March 09, 2007 3:43 PM
To: arslist@ARSLIST.ORG
Subject: Problems Applying ARServer 6.3 Patch 21 on Production Server


** 

Hi All, 

Under Aix 5.2, Oracle 9.2.0.4.0 (local database), we've used the manual
copy method to install ARServer 6.3 Patch 21.  We are using a script to
execute this, so the manual install has been identical on all three
servers.  This worked fine on DEV and QC.  On PROD, we see the following
lines echoed to CON when trying to run "arsystem start" after the patch
has been applied:

 (ARNOTE 0) 
   Server indicates that it's up. 

 (ARNOTE 0) 
   Server (pid:18403474) died with 0. 

Tried 4 restarts in 30 seconds. I give up... 

The pid varies, and the ARError.Log does not indicate why the Server
dies.  9 out of 10 times, it is actually dead.  The other 1 of 10
restarts, the CON indicates it's death, but it's still running, and able
to be connected to by clients.

If the patch is backed out, the previous unpatched 6.3 works fine. 

We've patched and unpatched this several times, with the same results. 

Our Unix Admins and DBAs have verified that the JDKs, DB, and OS are all
patched to the same levels no all three servers.

We've compared the files paths, sizes, permissions, and ownerships of
the patched files on all three servers and they match.  We've also
compared the ar.conf, armonitor.conf, etc...

We initially thought this may be an issue with TSM, as we backup the
file system on PROD, but not DEV or QC.  We had Production Control kill
off the backups, and tried it again.  Same results.

If anyone has any thoughts on this, we'd much appreciate them. 

Eric Cleereman 

__20060125___This posting was submitted with HTML in
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Re: Remedy Supported Products

[Lucero, Michelle - IST contractor]

Me, too.  But I have a question about the whole process.  Is there going
to be a scheduled push whether manual or automated to send the bugs to
BMC Remedy?  Would their bug number scheme be different?
How would we know if/when their fixed?

...so many questions 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rocky Rockwell
Sent: Friday, March 09, 2007 11:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Supported Products

I would vote for it if it is not to much trouble for you.

*Rocky*

Rocky Rockwell
eMA Team - Remedy Developer
[EMAIL PROTECTED] 
Ph#1: 214-567-8874
Ph#2: 325-884-1263



Axton wrote:
> If there is sufficient interest, I will set it up.  The software is
> free.  Aside from periodic patches and the initial setup (backups,
> configuration, etc), the maintenance is negligable.  Plus, it would
> complement the Trac/SVN apps I have set up.
>
> Speaking of, if anyone wants to start a Remedy related development
> project (c, java, def, etc), I am open to hosting an svn repository,
> Trac interface, and maybe a bugzilla app (have to see if there is more
> interest).  The data is backed up up across country nightly, then to
> tape, which is stored at a secure site.  20 days worth of backups are
> retained on immediate storage and 20 months worth on tape (at least
> until the storage needs to be upgraded).  The only requirement to use
> the site is: the software has to be available under an OSI approved
> license.
>
> If interested email me.
>
> Axton
> http://arswiki.org
>
> On 3/9/07, Watson, Benjamin A. <[EMAIL PROTECTED]> wrote:
>> Axton,
>>
>> Wanna stand up a Bugzilla portal off of your ARSWiki?
>>
>> I'd be glad to submit a list of RKM related bugs that I've uncovered 
>> and fixed.
>>
>> Ben
>>
>> 
>>
>> From: [EMAIL PROTECTED] on behalf of Carey Matthew Black
>> Sent: Fri 3/9/2007 10:31 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Remedy Supported Products
>>
>>
>>
>> Roy,
>>
>> It has been my experience (not only of late, but for several years)
>> that the mantra of "support" is "send us your logs" and "use the
>> latest patch".
>>
>> The amount of support that they provide for anything except the most
>> current patch of the day is to answer questions with statements like:
>>
>> " That might be fixed in a later patch. Have you tried patch "x"
yet?"
>> OR
>> " What version of the software are you using?"
>>   (For the Nth time for the same support issue.)
>>
>> OR ( And this one is my favorite)
>>
>> " No that is not a bug. Yes the documentation says that, but the
>> actual design is not that. The bug is in the documentation."
>>   ( And they even say that when the functionality _changed_ between
>> Major versions and the docs still reflect the "old versions
>> behaviour". )
>>
>>
>> I am beginning to think that the community could benefit from using a
>> Bugzilla (or some other such bug tracking tool) that the whole
>> community could map to BMC bugs and publish to the whole community.
>> Sure it would be more work for us, but we might actually be able to
>> group evaluate a patch instead of having to suffer individually
>> through the same issues over and over again.
>>
>> -- 
>> 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 3/9/07, Ashcraft, Roy W. <[EMAIL PROTECTED]> wrote:
>> > **
>> >
>> >
>> > I opened a ticket with BMC yesterday over a problem we are having
with
>> > Mid-Tier 7.00.00 patch 2. The immediate response, which was 
>> expected, was to
>> > update to version 7.00.01 patch 1. I responded explaining the
business
>> > reasons why that is not feasible for our situation. I very quickly 
>> received
>> > a response indicating that in order for them to escalate this to 
>> engineering
>> > we would have to upgrade to the latest patch.
>> >
>> > Is BMC only supported the current patch release now and forswearing

>> all
>> > support for past products, no matter how recent?
>> >
>> > Roy Ashcraft
>> > Systems Analyst
>> > SAIC
>> > [EMAIL PROTECTED]
>> > (402) 293-5218
>>
>>

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