Re: Advice on upgrading to Remedy Version 7
Rick, I see a hint of what I am about to highlight in your answer. However, I feel compelled to add a bit more of a counter point to your answer. Then again, maybe I am just adding some emphasis /specifics about some of the other, non-OOB application, details too. It very well could be a trivial upgrade if (and maybe only if ) your only using custom ARS applications. The real pain points that I have seen have to do with the out of the box applications. Their upgrade path appears to be more than a little troublesome for most. And that upgrade path only becomes more complex as your level of customizations increases. However, time it takes to upgrade ARS (base platform, not applications) from v6 to v7 is most likely governed by other issues like the following: As part of this upgrade are you also: 1) Changing ARS servers hardware? 2) Changing ARS RDMBS vendors/versions/hardware? 3) Changing data centers? (Where your servers live in your corporate network) 4) Using the User tool? Are your ARS User Tool PC's centrally managed/configured? Or do your users get the task of installing the new User Tool version? For the special case that you are doing a _total_ upgrade in place (no change to: hardware, RDBMS vendor/version, or data center) then you actually are likely looking at an outage of a few hours (Likely 1-5 based on data size, server hardware performance, and number of version of ARS your skipping in the upgrade) to get a single node production ARS server upgraded. You may also need to upgrade your User Tool clients. However that client upgrade might be possible before your server upgrade. It also might be possible to be done after the server upgrade too. User your dev/test environment for testing out the possibilities. :) Upgrading the out of the box applications can take much longer if your trying to do it "in place". If that is even an option for your specific application versions in question. You are more the likely really looking at a Migration to move from one version to the next. Which would mean bringing up new hardware and installing the new version and applications (1-3 days likely) and figuring out the data map of the old application to the new application. ( Which likely would be weeks of effort for the hundreds of forms that comprise v7 ITSM Incident and Problem Management. ) Then you have to actually create, or buy, a way to move data from the old to the new application in a repeatable way.Then you have to evaluate the complications due to any customizations you likely made to the older application(s) in terms of workflow and processes that your users will need to adopt the morning after cut over to the next version. But maybe that is just my two cents... -- 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 3/17/07, Rick Cook <[EMAIL PROTECTED]> wrote: ** Ted, Generically, I can say that this is not a trivial upgrade. If you would like more details, we first need some terms defined. When you say upgrade "Remedy v6", does that mean just theRemedy AR System, or are there ITSM applications currentlyinstalled? If there are, to what extent are those appscustomized? Do you want to keep those customizations? Have you seen the ITSM 7 applications, and do you understandtheir basic function? How mature is your ITIL initiative? Rick Cook CookEnterprises 253-278-4112 -OriginalMessage- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf OfTed Takvorian Sent: Saturday, March 17, 2007 10:03 AM To:arslist@ARSLIST.ORG Subject: Advice on upgrading to Remedy Version7 Hello, I am about to kickoff a project to upgrade Remedy V6 toV7. Before doing so, I'm most interested in learning from others abouttheir experiences. Initially, I'm attempting to gain a betterunderstanding of : * Howlong did the entire upgrade take? (Months?) * How large was theinitiative to upgrade to Remedy V7? Was it a stand-alone project or partof a larger ITIL-basedinitiative? * Were processes tosupport the tool upgraded as well? My expectation is that Remedy V7will enable us to enhance Incident Management and implement some form ofProblem Management. Of course, Remedy is just a tool and we have much todo regarding upgrading our processes and training our staff. Any adviceis greatly appreciated. I also thank those who previously posted messages on this board regarding this topic. Thanks andRegards, Ted Takvorian Director - Program Management Merck &Co. Inc. (908) 423-5124 office (908) 217-9961cell [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are
Re: newbie to remedy - questions
On 3/19/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote: It is impossible to say if that is something that would interest you. Or if it is something that would be a good career choice for you. For what it is worth: I would say that it might take a skilled Java programmer as long as ... say 6-12 months to get a good working _mastery_ of ARS application development. That is if you work on it 40 hrs a week for the entire time. ( So I have obviously skipped a lot of details/subtlety above. I would suggest that you go read the concept and Admin/workflow product pdf's for more details.) That's correct, based on my experience, Java is helping a lot when doing integration between ARSytem and other System (eg: IVR/CTI, monitoring system, etc) or simply for troubleshooting and improving MidTier. Also there is plugin to execute java inside ARSystem using BeanShell. There's few sample for API programming for your reference: http://arswiki.org/wiki/Category:Programming IPBS ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: newbie to remedy - questions
Chanan, You did not mention what Version of ARS your using, but if your on the current version (v7) there are some really interesting options for your Java skills. There is a new type of ARS field call a Data Visualization Field (DVF). Basically this is an extensible field that allows a Java programmer the ability to extend the ARS environment form the client up. There is a defined "Plugin" type structure that lets your Java code "running" in the DVF to interact (signal) the current ARS Form that the User has open and to receive signals from the ARS form too. (So the interface is bidirectional.) The sky is really the limit. However, before you dive in to DVF's you really should get the basics of ARS down. Give the PDF's a good read and feel free to ask questions when needed. Here is the two minute summary: 1) ARS is a fully integrated Client to DB environment. An ARS object is built using the Administrator Tool. (Think of it as an ARS IDE.) ARS Objects are used via the User Tool, or the Mid-Tier(web client). But the clients work 98% the same. The difference are mostly due to browser limitations. Example: The User Tool is a windows program that has access to OLE and DDE integration points. Browser do not, buy default, expose such integrations to web servers that the person is connected to. (And for good reason if you ask me. :) 2) ARS is based on a C API, but has Java ( JNI based ) wrappers to. There is also a third party maintaining a Perl wrapper (open sourced) around the C API as well. But you need to know exactly zero about the API to actually do 85% of the application development that is possible with ARS. :) The clients that are provided (Admin, User, Mid-Tier, Import) all use this API, and you have access to write your own client if you wanted to. A few have taken the time, but most find it a waste of time and effort. 3) There are a very small set of ARS Objects, but each is fairly complicated. Since you have a programming background you will be able to grasp them fairly quickly, but do not become over confident. There are subtle details and design patterns that you are not familiar with from traditional programming techniques. Admin Objects: Forms, Active Links, Filters, Escalations, Menus, Active Link Guides, Filter Guides, Web Services, Applications, Packing Lists, Flashboards(Variables, Data Sets, Flashboards), There are also other objects that you can optionally buy too. Distributed Server Option (DSO mappings) and the ability to display more than 5 Flashboards. But I personally think of a data row as an "ARS Object" too. ( and that idea is reflected in the Java API wrappers. :) And I would also add ARS Fields and Form Views to the standard set. Applications are mosly sets of ARS forms and maybe a few other things. (A few more "other things" are possible in "Deployable Applications" than in "Local Applications" too.) An ARS Form is UI and/or DB elements. An ARS form can map to zero or more DB tables. An ARS Form has one or more Views. (Think UI display and arrangement of ARS fields.) Active Links are ARS clients workflow. They can operate on and be triggered by ARS Fields or the user's actions. Filters are ARS server workflow. ( Think DB triggers and you have the right idea.) Escalations are time triggered ARS server workflow. They can, and often do, trigger Filters. Menus are, as you might expect, UI effects for menus in the clients. Guides (Active Link and Filters) are kind of like a "subroutine" or an addressable set of Active Links or Filters. Web Services are what they sound like. An ARS published Web Service interface. Packing Lists can be safely ignored for now. They are a way for an ARS developer to keep track of a set of ARS objects. ( and a few other uses, but you will rarely[almost never] use these objects in ARS development for application functionality.) And you can read up on the other objects. (Flashboards, DSO) 4) The ARS server is a transactional universe. Think of a single data row being altered at a time and you are half way there. There are 5 basic "server" transactions. Submit (Create a new record), Modify (update/alter an existing record), Delete (yea.. you guessed it), Get Entry, and Merge. Get Entry: This is an opportunity that the ARS developer gets to alter the data row before it is returned to the ARS client. However it is only used when the API call is made to only return a single data row. You likely will not need this transaction until you master Submit and Modify. Merge: This is a special transaction designed to allow ARS administrators/developers to Load (batch[Submit or Modify]) data. You likely will not need this in the short term. The ARS client that issues Merge transaction is ONLY the Import Tool. ARS is a proprietary environment that does not require programmer level skills to develop basic applications in. However the more skilled you are in programming the better and faster you will understand the environment and the more
ARSWiki::Bugzilla upgraded to 3.0
3.0 allows the creation of custom fields for bug reports. There was a request for a db field, it is now available. Axton Grams http://arswiki.org/bugs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Freeing licenses
I built another environment as follows and retested the behavior: - 7.x def used for testing available at http://arswiki.org/dist/ars/AppClose.def *** Steps to reproduce the issue (method 1): 1-after importing the def, go to the home page on the mid-tier server 2-open the TestAppCloseLicenseUsage/Console entry point 3-click the 'open in current' button on the console form (this performs an open window action in the current window) - you will receive a hang in the app; click stop script to continue if using IE 4-close the window This terminates all browsers, the main console has an AL to exit-app on window close, but the license remains allocated. Expected Result: - Floating license is releases Actual Result: - Floating license remains allocated *** About the stop script error: When you have an AL on a form that perform the exit-app run process on window close, and you perform an open window action to the current window, this causes an error. In IE you are presented with the option to stop/continue the script. In Firefox, you get a java stack trace: Mar 18, 2007 1:55:19 PM - SEVERE (com.remedy.log.SERVLET) : (Thread 11) Caught RuntimeExceptionjava.lang.NullPointerException at com.remedy.arsys.goat.FormContext.(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:690) at javax.servlet.http.HttpServlet.service(HttpServlet.java:803) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:269) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:188) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:210) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:174) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:117) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:108) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:151) at org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:870) at org.apache.coyote.http11.Http11BaseProtocol$Http11ConnectionHandler.processConnection(Http11BaseProtocol.java:665) at org.apache.tomcat.util.net.PoolTcpEndpoint.processSocket(PoolTcpEndpoint.java:528) at org.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt(LeaderFollowerWorkerThread.java:81) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:685) at java.lang.Thread.run(Thread.java:595) It would appear that the exit-app run process ran (partially at least), and an exception was thrown when the form attempted to reuse the current browser window. To sum it up, using an open window action in tthe current window causes a null pointer exception to be thrown if the parent form has an AL that performs the exit-app run process on window close. The exception is not thrown when the active link (exit-app on win close) is disabled; but the license is not released either when the form is closed. Hopefully this helps you see the catch22 of using this approach and why it is not a viable alternative. The mid-tier just needs to be fixed to handle this properly, which as I see it: when a browser session terminates, the mid-tier should be responsible for reaping all licenses associated with that session; the same as closing the user tool. Remedy customers should not be responsible for coding around this flaw; which, to address the issue properly and without introducing errors, can be a complex task. *** Environment Information: - ARServer 7.0.01 patch 001 20070654 on Win2003 - Mid-tier 7.0.01 Patch 001 200701091113 on CentOS 4.4 with 2.6.9-023stab040.1-enterprise kernel - Oracle 10g on CentOS 4.4 with 2.6.9-023stab040.1-enterprise kernel - Tomcat 5.5.23 - Sun JDK build 1.5.0_11-b03 - Authentication was performed using standard Remedy passwords *** Browsers Tested (all failed): - Firefox 1.5.0.10 - Firefox 2.0.0.2 - IE 7.0.5730.11 Axton Grams On 3/18/07, Axton <[EMAIL PROTECTED]> wrote: Except that David's approach doesn't work. I tested it, have you? I even went so far as to have a third party test it; they got the same results I. I'm just trying to save you from spinning your wheels needlessly; take it or leave it. Go ahead and write the workflow in the manner David suggested and see if it makes a difference. Axton On 3/17/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote: > Axton you just want to find out how smart you are. > > David J. Easter, Sr. Product Manager - BMC Software, suggested > "PERFORM-ACTION-EXIT-APP" and, in my opinion, he is smarter than you. > David's suggestion is
Re: Idea for the forum manager
Just add content: http://arswiki.org My views and terminology are probably too distorted to write things like this (plus, it's more fun to write about things you are learning), but if you want to contribute content as you learn, I would definitely encourate it. Axton Grams On 3/18/07, Chanan Berler <[EMAIL PROTECTED]> wrote: Since i am new to Remedy and got lots of questions, why not comming up with a wiki site with FAQ? for example the ones i asked on how to loop over a table using AL guide. or how paint a sepecific col on a table to a diffrent color - just something i picked up 10x Chanan PS: the forum will still be very much helpfull on specific questions found on daily work. -- View this message in context: http://www.nabble.com/Idea-for-the-forum-manager-tf3422198.html#a9538181 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Idea for the forum manager
Since i am new to Remedy and got lots of questions, why not comming up with a wiki site with FAQ? for example the ones i asked on how to loop over a table using AL guide. or how paint a sepecific col on a table to a diffrent color - just something i picked up 10x Chanan PS: the forum will still be very much helpfull on specific questions found on daily work. -- View this message in context: http://www.nabble.com/Idea-for-the-forum-manager-tf3422198.html#a9538181 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: looping on table
ohh ok - i found it - setting set Field with the col name when selecting the row on the table 10x anyhow Chanan Chanan Berler wrote: > > Hi All, > > I tried looking for an answer - but none explained to me how to look over > a table. > I got a table with CustomerID, Customer Phone and name, i need to know > which one > was selected. > > I understood this from the answers i found: > 1) set and active link for saving the custoemr id using the col name (that > i didn't successed - since the col name > is not found when trying to do "Set Field" > 2) Create an AL guide which runs the previous AL. > 3) Create an AL which wlll call guide the AL guide and will set my temp > variable to the selected customer ID. > > But it doesn't work for me...so what am i doing wrong? > thanks > Chanan > > -- View this message in context: http://www.nabble.com/looping-on-table-tf3422192.html#a9538179 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
looping on table
Hi All, I tried looking for an answer - but none explained to me how to look over a table. I got a table with CustomerID, Customer Phone and name, i need to know which one was selected. I understood this from the answers i found: 1) set and active link for saving the custoemr id using the col name (that i didn't successed - since the col name is not found when trying to do "Set Field" 2) Create an AL guide which runs the previous AL. 3) Create an AL which wlll call guide the AL guide and will set my temp variable to the selected customer ID. But it doesn't work for me...so what am i doing wrong? thanks Chanan -- View this message in context: http://www.nabble.com/looping-on-table-tf3422192.html#a9538174 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
