how to get into a variable the eid which is in an URL ...
dear lister, when I use direct access through a URL I can do it with something like http://my remedy server/servlet/ViewFormServlet?form=my formserver=pepito serverview=the vieweid=$Request ID$ Instead of going to that view and opening the specified id, I would like to first check which user is this trying to open that ticket. So I though maybe I could write a view where I check the user infos and then I forward that user to the next view (corresponding to its group). But then I would need to catch the $Request ID$ s/he tries to access first on the first view. I should probably keep that ID into a variable (or something else). After my checks are done, the mentioned ID should be pass by to the next view. My question is: how to do this ? I mean to keep the ID mentioned in the first view and pass it to the second view. Many thanks for any help/though you might share. Serouche ARS 6.00.01 patch 1454 mid-tiers 6.03 patch 13 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
how to get the file name of an attachment field
Hi, I want to design a filter to notify my user when a file is upload to an attachment field. I've try to use $attachmentfieldname$ in the email to get the file name but it is included with path that I want to remove. How can I get the file name without the path of the attachment field? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Java edplus examples updated
Hello, I've updated the examples for the ExpertDesk plus library and added an example for creating an entry. For those who missed the announcement, the ExpertDesk plus library is an add-on library to the AR System Java API that aims to simplify api development. It's open source (Apache License), so free to use, also for commercial use. (for a detailed license description look at http://www.apache.org/licenses/) For the examples visit: http://code.google.com/p/edplus/wiki/Examples For the edplus project page and downloads, visit: http://code.google.com/p/edplus Thanks, Hugo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Case ID just submitted reflect to quickly at the bottom status ba r
Dear Listers, I had just upgraded my Remedy version from AR 6.0 to AR 6.3. So now I am using AR 6.3 with Help desk 6.0. After submitting a case, I can't even get a glimpse of the case number/case ID+. It was reflected briefly and went off at the bottom left hand of the status bar. What cause this? I do not have such problem when I was using AR 6.0 with Help Desk 5.6 previously. It's so troublesome that I got to search for the last case ID to retrieve the Case ID+. Any valuable advice from you guys on this issue? Best Regards, Siti Hawa Bee Technical Services Division - IT Helpdesk UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: how to get the file name of an attachment field
Create a set fields action to a character field Use workflow which searches for the first \ character and use the right part of the string. Then re-start this workflow, either by using a filter guide or a goto action, until there is not a \ character left in the string. This is not as easy as you would like it to be, but it will work great this way. -- Met vriendelijke groet / Kind regards Michiel Beijen __ MANSOLUTIONS Energieweg 60-62 3771 NA Barneveld The Netherlands Tel. +31-(0)612968592 Mail [EMAIL PROTECTED] Internet http://bsm.mansolutions.nl On 4/4/07, Vinson [EMAIL PROTECTED] wrote: Hi, I want to design a filter to notify my user when a file is upload to an attachment field. I've try to use $attachmentfieldname$ in the email to get the file name but it is included with path that I want to remove. How can I get the file name without the path of the attachment field? Thanks. ___ 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
Re: Case ID just submitted reflect to quickly at the bottom status ba r
Hi Sita In the User tool, Tools. Options menu. Change to the Confirmations tab and check the Confirm After creating New Request checkbox. Is this what you want? HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID Sent: Wednesday, April 04, 2007 9:24 AM To: arslist@ARSLIST.ORG Subject: Case ID just submitted reflect to quickly at the bottom status ba r Dear Listers, I had just upgraded my Remedy version from AR 6.0 to AR 6.3. So now I am using AR 6.3 with Help desk 6.0. After submitting a case, I can't even get a glimpse of the case number/case ID+. It was reflected briefly and went off at the bottom left hand of the status bar. What cause this? I do not have such problem when I was using AR 6.0 with Help Desk 5.6 previously. It's so troublesome that I got to search for the last case ID to retrieve the Case ID+. Any valuable advice from you guys on this issue? Best Regards, Siti Hawa Bee Technical Services Division - IT Helpdesk UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Execute active link or filter of specific time of the day
Hi Rocky, It's better to create a filter for this. Execute on Submit or Modify Run If 'Create Date'=($DATE$+(60*60*18)) AND 'Create Date'=($DATE$+(60*60*30))) Set Field ** set whatever field you want. Good Luck -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Wednesday, April 04, 2007 02:05 To: arslist@ARSLIST.ORG Subject: Execute active link or filter of specific time of the day Can anyone help me create an active link or filter to execute after 6pm... Basically I have hidden check box that needs to be set as checked if the arrival time is between 6pm - 6am the next day. -- View this message in context: http://www.nabble.com/Execute-active-link-or-filter-of-specific-time-of-the- day-tf3520071.html#a9821541 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 UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Execute active link or filter of specific time of the day
Hmm YES, escalation would be more appropriate. You can try the RUN IF qualification that I gave in my earlier mail. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike White Sent: Wednesday, April 04, 2007 03:36 To: arslist@ARSLIST.ORG Subject: Re: Execute active link or filter of specific time of the day If driven by time-of-day, you'll want to use an Escalation, not Active Link or Filter. You set time or interval and use Run If to define record selection. The Escalation can update fields (Set Fields or Push Fields), which of course could trigger Filters. Mike White Office: 813-978-2192 E-mail: [EMAIL PROTECTED] Rocky - [EMAIL PROTECTED]To: arslist@ARSLIST.ORG .GOVcc: Sent by: Action Subject: Execute active link or filter of specific time of the day Request System discussion list(ARSList) [EMAIL PROTECTED] ORG 04/03/2007 14:05 Please respond to arslist Can anyone help me create an active link or filter to execute after 6pm... Basically I have hidden check box that needs to be set as checked if the arrival time is between 6pm - 6am the next day. -- View this message in context: http://www.nabble.com/Execute-active-link-or-filter-of-specific-time-of-the- day-tf3520071.html#a9821541 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 UOB EMAIL DISCLAIMER Any person receiving this email and any attachment(s) contained, shall treat the information as confidential and not misuse, copy, disclose, distribute or retain the information in any way that amounts to a breach of confidentiality. If you are not the intended recipient, please delete all copies of this email from your computer system. As the integrity of this message cannot be guaranteed, neither UOB nor any entity in the UOB Group shall be responsible for the contents. Any opinion in this email may not necessarily represent the opinion of UOB or any entity in the UOB Group. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
attachment problem within incidents
Hello, I have a problem with some incidents that have attachment. The problem is that if we log an incident with an attachement. after a while if some one referes to that incident .he/she does not see any attachment with incident. Just the variable above attachment list named outbound is equel to one but the attachement can not be seen. How can I trace to see why this happens to some incidents? thanks in advance. Roseta. -- View this message in context: http://www.nabble.com/attachment-problem-within-incidents-tf3524750.html#a9833667 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
Regarding the Replace function
Dear Lister, I am trying to use a Replace function in remedy in which I am getting some problem. Please help me in resolving it. REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE( REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE( REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE( REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE( REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE( REPLACE(REPLACE(REPLACE(REPLACE(REPLACE($Subject$, 'Assigned Team', $Assigned Team$), 'Assigned To', $Assigned To$), 'Back Up End Date', $Back Up End Date$), 'Back Up Start Date', $Back Up Start Date$), 'Backup Method', $Backup Method$), 'Clear Code Action', $Clear Code Action$), 'Clear Code Object Family', $Clear Code Object Family$), 'Clear Code Object', $Clear Code Object$), 'Clear Code', $Clear Code$), 'Closing Comments', $Closing Comments$), 'Closure Code Description', $Closure Code Description$), 'Customer Ticket Id', $Customer Ticket Id$), 'Customer', $Customer$), 'Customers Location', $Customers Location$), 'Customers Name', $Customers Name$), 'Customers Tel No', $Customers Tel No$), 'Element Category', REPLACE($Element Category$, Other, ) + ), 'Element Description', $Element Description$), 'Element', $Element$), 'Incident End Time', $Incident End Time$), 'Incident Start Time', $Incident Start Time$), 'Location Acct Id', $Location Acct Id$), 'MTTR', $MTTR$), 'Number Of Affected Users', $Number Of Affected Users$), 'Owning Centre', $Owning Centre$), 'Proactivity', $Proactivity$), 'Service Type', $Service Type$), 'Cust Accepted Closure Time', $Cust Accepted Closure Time$), 'Customer Closure Agreed By', $Customer Closure Agreed By$), 'Site', $Site$), 'Status', $Status$), 'Customer Informed of Clear', $Customer Informed$), 'Site Address', $Site Address$), 'Old Fault Id', $Old Fault Id$), 'HelpDesk No', $HelpDesk No$), 'Timestamp', $TIMESTAMP$), 'Customer Viewable Log', $Customer Viewable Log$), 'BFG CUS ID', $BFG CUS ID$), 'CID', $CID$), 'Closed By', $Closed By$), 'Esc Due', $Esc Due$), 'Esc Level', $Esc Level$), 'EscAmount', $Esc Amount$), 'EscUnits', $EscUnits$), 'Fault Id', $Fault ID$), 'Fault/Enquiry Description', $Fault/Enquiry Description$), 'General Diary', $General Diary$), 'Service', $Service$), 'Contract Service Level', $Service Category$), 'Parent Case Id', $Parent Case ID$) The above replace statement is the one I am using in the workflow, it is replacing correctly till the text marked in red and after that it is not replacing the expected value. What can be the problem for that? With Regards PL.Saravanan - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Regarding the Replace function
You are problem reaching some memory limitation. For pure readability\comprehension reasons I would break this down into separate statements. On 4/4/07, Saravanan Palaniappan [EMAIL PROTECTED] wrote: ** Dear Lister, I am trying to use a Replace function in remedy in which I am getting some problem. Please help me in resolving it. REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE(REPLACE($Subject$, 'Assigned Team', $Assigned Team$), 'Assigned To', $Assigned To$), 'Back Up End Date', $Back Up End Date$), 'Back Up Start Date', $Back Up Start Date$), 'Backup Method', $Backup Method$), 'Clear Code Action', $Clear Code Action$), 'Clear Code Object Family', $Clear Code Object Family$), 'Clear Code Object', $Clear Code Object$), 'Clear Code', $Clear Code$), 'Closing Comments', $Closing Comments$), 'Closure Code Description', $Closure Code Description$), 'Customer Ticket Id', $Customer Ticket Id$), 'Customer', $Customer$), 'Customers Location', $Customers Location$), 'Customers Name', $Customers Name$), 'Customers Tel No', $Customers Tel No$), 'Element Category', REPLACE($Element Category$, Other, ) + ), 'Element Description', $Element Description$), 'Element', $Element$), 'Incident End Time', $Incident End Time$), 'Incident Start Time', $Incident Start Time$), 'Location Acct Id', $Location Acct Id$), 'MTTR', $MTTR$), 'Number Of Affected Users', $Number Of Affected Users$), 'Owning Centre', $Owning Centre$), 'Proactivity', $Proactivity$), 'Service Type', $Service Type$), 'Cust Accepted Closure Time', $Cust Accepted Closure Time$), 'Customer Closure Agreed By', $Customer Closure Agreed By$), 'Site', $Site$), 'Status', $Status$), 'Customer Informed of Clear', $Customer Informed$), 'Site Address', $Site Address$), 'Old Fault Id', $Old Fault Id$), 'HelpDesk No', $HelpDesk No$), 'Timestamp', $TIMESTAMP$), 'Customer Viewable Log', $Customer Viewable Log$), 'BFG CUS ID', $BFG CUS ID$), 'CID', $CID$), 'Closed By', $Closed By$), 'Esc Due', $Esc Due$), 'Esc Level', $Esc Level$), 'EscAmount', $Esc Amount$), 'EscUnits', $EscUnits$), 'Fault Id', $Fault ID$), 'Fault/Enquiry Description', $Fault/Enquiry Description$), 'General Diary', $General Diary$), 'Service', $Service$), 'Contract Service Level', $Service Category$), 'Parent Case Id', $Parent Case ID$) The above replace statement is the one I am using in the workflow, it is replacing correctly till the text marked in red and after that it is not replacing the expected value. What can be the problem for that? With Regards PL.Saravanan - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __20060125___This posting was submitted with HTML in it___ -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: how to get the file name of an attachment field
Michiel, I create 3 filters as you suggested and use goto action. Now it works like a charm... Thanks for great help. On Apr 4, 4:26 pm, Michiel Beijen [EMAIL PROTECTED] wrote: Create a set fields action to a characterfield Use workflow which searches for the first \ character and use the right part of the string. Then re-start this workflow, either by using a filter guide or a goto action, until there is not a \ character left in the string. This is not as easy as you would like it to be, but it will work great this way. -- Met vriendelijke groet / Kind regards Michiel Beijen __ MANSOLUTIONS Energieweg 60-62 3771 NA Barneveld The Netherlands Tel. +31-(0)612968592 Mail [EMAIL PROTECTED] Internethttp://bsm.mansolutions.nl On 4/4/07, Vinson [EMAIL PROTECTED] wrote: Hi, I want to design a filter to notify my user when afileis upload to anattachmentfield. I've try to use $attachmentfieldname$ in the email to get thefilenamebut it is included with path that I want to remove. How can I get thefilenamewithout the path of theattachmentfield? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7.x: Install and Config
Is anyone interested in trying to get BMC to offer the IT Service Management 7.x: Installing and Configuring class (course code: RSMG-SMIC-0700) here in ATL? They only need 4 people to put it on the schedule...me being the first...only need 3 moreanyone interested? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARERR [102] on display of AST:ComputerSystem record
Thanks, David, I am using the 7.01 patch 1 user tool. Now something I maybe should have said in the initial email. I used the Migrator tool to move the form and data. We bought the tool in part to help us move our system (including Asset Management) to our new platform. But now that we have it I learn that we aren't supposed to use it on CMDB or any of the ITSM forms. Maybe I should have known that before be bought it, but I didn't. I wanted to see what would happen if we went ahead and used it. I'll take this error message as a warning not to try it. It does seem like a good tool despite this major drawback, so I'm not sorry we bought it, but this is a big disappointment. Dwayne Martin Original message Date: Tue, 3 Apr 2007 22:52:34 +0100 From: David Sanders [EMAIL PROTECTED] Subject: Re: ARERR [102] on display of AST:ComputerSystem record To: arslist@ARSLIST.ORG Hi Dwayne Are you using the 6.3 user tool to access a version 7 server? I think you will find that this error will go away if you use the correct version user tool. I'm not sure what causes this error, but I have seen it when I use the wrong user tool version my mistake. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Tuesday, April 03, 2007 10:03 PM To: arslist@ARSLIST.ORG Subject: ARERR [102] on display of AST:ComputerSystem record Hello Everyone, We have a customumized HelpDesk system plus the Asset Management module. We have copied the Computing System form (AST:ComputerSystem) and its data from our old platform (ARS 6.3, HPUX-11 server) to the new (ARS 7.01, Linux server). To display records we open Manage Asset Information, pick Type of Computer System and click Search. This opens the Computer System form. If we click Search again it displays a list of records. In the new system, when we go from one record to another we get a message that says, ARERR [102] Name parameter (or name field in a parameter) is empty. There are no errors in either the Active Link or Filter logs. A search of the BMC Knowledge Base didn't turn up any entries. The Name field has been renamed to ESN in both the old system and the new, but we don't get the error in the old system. Any idea what this message means? Dwayne Martin Computing Support James Madison University ___ 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 Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Execute active link or filter of specific time of the day
Use an escalation. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rocky - Sent: Tuesday, April 03, 2007 1:05 PM To: arslist@ARSLIST.ORG Subject: Execute active link or filter of specific time of the day Can anyone help me create an active link or filter to execute after 6pm... Basically I have hidden check box that needs to be set as checked if the arrival time is between 6pm - 6am the next day. -- View this message in context: http://www.nabble.com/Execute-active-link-or-filter-of-specific-time-of- the-day-tf3520071.html#a9821541 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
Re: how to get the file name of an attachment field
Vinso, On a related note, you can also rename the attachment name at the database level. Below is a stored procedure in SQL Server format that is called from workflow. I find it useful to rename the filename in two circumstances: when the filename is originally generated from workflow using a GUID, and to simply remove the full path. This may have been fixed in later releases, but with the version of ARS 6.3 I was using 2 years ago when a file was attached from a folder that was later removed, ARS would pop up an error message when attempting to open the attachment. I use GUIDs for filenames that are created on the server to prevent other users or processes from overwriting each other. These temp files are attached to an attachment field. Then the temp file is deleted from the server, and finally the attachment is renamed by calling this SP. Many of these processes send Excel reports to managers, and they would like to see a filename such as 'Remedy Report - report name.xls' instead of 'ID000423ABC104cK4KRgdR2REQ2x8A.xls'. CREATE PROCEDURE [dbo].[usp_RenameAttachmentFieldFilename] ( @FormName VARCHAR(60), @FieldName VARCHAR(60), @RequestID VARCHAR(15), @NewName VARCHAR(250) ) AS SET NOCOUNT ON IF @RequestID IS NULL OR RTRIM(ISNULL(@RequestID,'')) = '' OR RTRIM(ISNULL(@NewName,'')) = '' RETURN DECLARE @TableName VARCHAR(15) DECLARE @Command NVARCHAR(400) SELECT @TableName = 'B' + CAST(a.SchemaID AS VARCHAR), @FieldName = 'C' + CAST(b.FieldID AS VARCHAR) FROMarschema a JOIN[field] b ON a.SchemaID = b.SchemaID WHERE a.[name] = @FormName AND b.FieldName = @FieldName SET @Command = 'UPDATE ' + @TableName + ' SET ' + @FieldName + ' = ' + + @NewName + + ' WHERE C1 = ' + + @RequestID + EXEC sp_executesql @Command HTH Stephen -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Vinson Sent: Wednesday, April 04, 2007 7:00 AM To: arslist@ARSLIST.ORG Subject: Re: how to get the file name of an attachment field Michiel, I create 3 filters as you suggested and use goto action. Now it works like a charm... Thanks for great help. On Apr 4, 4:26 pm, Michiel Beijen [EMAIL PROTECTED] wrote: Create a set fields action to a characterfield Use workflow which searches for the first \ character and use the right part of the string. Then re-start this workflow, either by using a filter guide or a goto action, until there is not a \ character left in the string. This is not as easy as you would like it to be, but it will work great this way. -- Met vriendelijke groet / Kind regards Michiel Beijen __ MANSOLUTIONS Energieweg 60-62 3771 NA Barneveld The Netherlands Tel. +31-(0)612968592 Mail [EMAIL PROTECTED] Internethttp://bsm.mansolutions.nl On 4/4/07, Vinson [EMAIL PROTECTED] wrote: Hi, I want to design a filter to notify my user when afileis upload to anattachmentfield. I've try to use $attachmentfieldname$ in the email to get thefilenamebut it is included with path that I want to remove. How can I get thefilenamewithout the path of theattachmentfield? Thanks. ___- UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:Where the Answers Are __ _- UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:Where the Answers Are ___ 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
Strange behavior on Table Refresh - 7.0.1 patch 1
Has anyone noticed this ... I have a form b that contains a table field table 1 that references form a. I have an active link on form b that does a push fields to form a on Return/Double Click and then does a table refresh on table 1. What I noticed happening is that the table is being refreshed before all of the filters on a are processed. Sometimes my updates do not show up and sometimes they do. Is there a way to force a wait on the table refresh until all of the filters have been processed? Thanks, Sean ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Remedy Knowledge Management 7.1.1 over HTTPS
Greetings List, Previously, I had MidTier 7 and RKM working under HTTPS (port 443) under IIS6 on Windows Server 2003 using ServletExec as my jsp engine. Well, we ran into some odd RKM behaviour and, have since rebuilt the server. When running the MidTier installer this time (7.1.01), we notice that Tomcat is the defacto servlet engine and that ServletExec isn't even listed. We decided to go with Tomcat. So I've got MidTier up and running great. IIS6 has a server cert registered and forces HTTPS via the SSL port 443. Now, here's the rub. We installed RKM, which is just another servlet hosted application. By default, it runs unsecure on port 8080 (Tomcat's default HTTP port). I want it to work under HTTPS conditions as well (for example: https://myserver.mydomain.com/rkm). In the RKM config file, under Servelet Exec, I simply commented out the existing port line: port unsecure=8080 and added the following line instead port secure=8443 When visiting https://localhost:8443/rkm from the server itself, all is dandy (after I modified Tomcat's server.xml file and used the java keytool to generate a certificate. Well, this server is out in our DMZ and pretty much every port (except 80, 443, Remedy Application Server port, and 1433) is blocked. Thus, I can't utilize RKM in the outside world. Is there a way I can specify that the RKM application use the existing 443 port under IIS? I've tried modying the port secure statement mentioned above, but that doesn't work as I get Page Not Found errors. It seems that I'm missing some Tomcat and/or Jakarta ISAPI redirector configuration. Thanks, Ben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS Report Creator's time problem on queries
David, I checked and our TIMEZONE file on our Solarius server (our sys admin knew just what you were talking about) is set to: TZ=EST5EDT CMASK=022 Unless these are translated to the long timezone name and then truncated, I don't think this bug applies to us. Let me know if I am missing something. Mark Whilden Senior Remedy Developer MITRE Corp -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Easter, David Sent: Tuesday, April 03, 2007 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: ARS Report Creator's time problem on queries Hi Mark, If you're on AR System 6.3, you might have hit bug #SW00262260: Timezone names greater the 15 characters are truncated in JNI causing incorrect epoch timestamp value to be returned when time value is used in query. If you use the TZ setting, and the TZ itself is greater than 15 characters (and America/New_York is 16 characters), then the API call doesn't process properly and the TZ defaults to GMT. Possible solutions would be to either use a TZ that is 15 characters or less (e.g. America/Bogota works - and it is also GMT -5 hours), or to upgrade your Mid-Tier to AR System 7.0.01 where the API has been corrected. Might not be the problem, but the symptoms sound similar. I'd check if the problem also exists with other TZ's that are less than 15 characters to see if this is indeed the issue. Also, you'd need to confirm that you're on AR System 6.3, of course. 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 Whilden, Mark D. Sent: Tuesday, April 03, 2007 8:42 AM To: arslist@ARSLIST.ORG Subject: ARS Report Creator's time problem on queries Listers, After we applied the Daylight Saving time patches, we started to pay more attention to time zone issues. Note, I don't think the DST patch caused this, but caused us to look into time fields more closely. We found that for report run from Report Creator form, any queries against date fields weren't adjusted for difference between our zone (EST) and GMT. The Report Creator form is used for running Crystal Reports within ARS, or running ARS reports and Crystal Reports thru the MidTier. Whither we ran Crystal Reports or ARS reports from the web, or Crystal Reports from the client; we got the same results. If I ran the same query in User tool the query ran correctly. All the tools display the dates correctly in the reports or on the forms. To investigate this, I turned on SQL logging and repeated the same queries from the Report Creator and from User search. The Select statements vary within the where clause in the constant used against the date column. The difference is 14400 seconds or 4 hours. That is the difference between us and GMT. Our systems people are looking into time zone on the server, but I am doubtful this is the problem. However, I don't have a good culprit to pursue. Anyone seen this before or have a clue as to where to look to resolve this. Mark Whilden MITRE Corp [EMAIL PROTECTED] (571)252-4023 ___ _ ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
When do Arsystem Email Messages get created?
Hi Everyone, We have a test server (ARS 7.01 patch 1, Red-Hat Linux). We want to know when this system WOULD send out email if it were a live system, but we don't want it to actually do it. So we haven't installed the Email Engine because we don't want it sending out test messages to customers. According to the Email Engine manual, the Notify action of a filter or escalation creates an Arsystem Email Messages entry, which the Email Engine reads. In our test system filters do notifications, and the filter log shows an email being sent, but no Arsystem Email Messages entry gets created. Does the creation of this entry depend on the existence of an Email Engine, or is something else at work? The larger question is, How can we set up a test system so that we can monitor the sending of emails, without them actually going to people? Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Load Balancing Issues
I am posting this for another client so I do not have complete details but am hoping somebody may have thoughts on the issue ... Env: ARS 7 ITSM V7, Windows 2003 Servers (3 of them in Server Group) Issue: Log in through the User tool and hit the load balancer. Load balancer quick passes them off to 1 of 3 ARS servers. No problem. If user remains IDLE for about 10 minutes and then tries to do anything they must wait about 35 to 40 seconds to get a response from ARS. The developers on the ARS side have captured server side log files and confirm that the delay is not on the ARS side. It takes 35-40 seconds for anything to hit ARS and when it does it completes immediately. Any thoughts are appreciated. -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: When do Arsystem Email Messages get created?
Do not set up the Outgoing mailbox and no email will be sent. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 4 Apr 2007 11:28 AM Subject: When do Arsystem Email Messages get created? Hi Everyone, We have a test server (ARS 7.01 patch 1, Red-Hat Linux). We want to know when this system WOULD send out email if it were a live system, but we don't want it to actually do it. So we haven't installed the Email Engine because we don't want it sending out test messages to customers. According to the Email Engine manual, the Notify action of a filter or escalation creates an Arsystem Email Messages entry, which the Email Engine reads. In our test system filters do notifications, and the filter log shows an email being sent, but no Arsystem Email Messages entry gets created. Does the creation of this entry depend on the existence of an Email Engine, or is something else at work? The larger question is, How can we set up a test system so that we can monitor the sending of emails, without them actually going to people? Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: When do Arsystem Email Messages get created?
This may not be the most elegant way, but I just had my email admins create a dummy account, then changed the e-mail address of every 'person' on my test system to be that dummy account. I added the dummy account to my Outlook profile, so I can easily monitor the messages. The only downside is that I can't tell exactly who the system was sending the message to, once I receive it. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. www.univarusa.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Wednesday, April 04, 2007 8:29 AM To: arslist@ARSLIST.ORG Subject: When do Arsystem Email Messages get created? Hi Everyone, We have a test server (ARS 7.01 patch 1, Red-Hat Linux). We want to know when this system WOULD send out email if it were a live system, but we don't want it to actually do it. So we haven't installed the Email Engine because we don't want it sending out test messages to customers. According to the Email Engine manual, the Notify action of a filter or escalation creates an Arsystem Email Messages entry, which the Email Engine reads. In our test system filters do notifications, and the filter log shows an email being sent, but no Arsystem Email Messages entry gets created. Does the creation of this entry depend on the existence of an Email Engine, or is something else at work? The larger question is, How can we set up a test system so that we can monitor the sending of emails, without them actually going to people? Dwayne Martin Computing Support James Madison University ___ 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
Re: When do Arsystem Email Messages get created?
We had the post office create a test/dummy account to send the emails to and then I put a filter, that runs on Submit, on the AR Email Message form that moves the address in the To field to the From field (So we know who was supposed to get the message) and the set the test/dummy email address in the To field. This allows us to use the profile information with no changes and still monitor emails. The only con is you have to remember not to move the filter to production. (I did this ONCE.) Ron Legters [EMAIL PROTECTED] Apr 04, 2007 10:21 AM This may not be the most elegant way, but I just had my email admins create a dummy account, then changed the e-mail address of every 'person' on my test system to be that dummy account. I added the dummy account to my Outlook profile, so I can easily monitor the messages. The only downside is that I can't tell exactly who the system was sending the message to, once I receive it. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. www.univarusa.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Wednesday, April 04, 2007 8:29 AM To: arslist@ARSLIST.ORG Subject: When do Arsystem Email Messages get created? Hi Everyone, We have a test server (ARS 7.01 patch 1, Red-Hat Linux). We want to know when this system WOULD send out email if it were a live system, but we don't want it to actually do it. So we haven't installed the Email Engine because we don't want it sending out test messages to customers. According to the Email Engine manual, the Notify action of a filter or escalation creates an Arsystem Email Messages entry, which the Email Engine reads. In our test system filters do notifications, and the filter log shows an email being sent, but no Arsystem Email Messages entry gets created. Does the creation of this entry depend on the existence of an Email Engine, or is something else at work? The larger question is, How can we set up a test system so that we can monitor the sending of emails, without them actually going to people? Dwayne Martin Computing Support James Madison University ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Load Balancing Issues
Frank, the first thing I would check is the network routing and the authentication settings on the load balancer. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Wednesday, April 04, 2007 9:04 AM To: arslist@ARSLIST.ORG Subject: Load Balancing Issues ** I am posting this for another client so I do not have complete details but am hoping somebody may have thoughts on the issue ... Env: ARS 7 ITSM V7, Windows 2003 Servers (3 of them in Server Group) Issue: Log in through the User tool and hit the load balancer. Load balancer quick passes them off to 1 of 3 ARS servers. No problem. If user remains IDLE for about 10 minutes and then tries to do anything they must wait about 35 to 40 seconds to get a response from ARS. The developers on the ARS side have captured server side log files and confirm that the delay is not on the ARS side. It takes 35-40 seconds for anything to hit ARS and when it does it completes immediately. Any thoughts are appreciated. -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
set runmacro to use a private server
Hi, How do I set a runmacro command line to use a private arserver? Thanks in advance, Roger Walls ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: When do Arsystem Email Messages get created?
Dwayne; You can make a Filter on the Email form that on Submit Takes the info in the To field and adds it to the Body at the top and then sets the To field with a email address that you montor. This would allow all workflow to work as designed and you can see who it would go to but it would really go to the address you set up. You just use this Filter on your test machine and NEVER put it on your production machine. Bill Clary Remedy Developer, Tech Solutions Fidelity Information Services Dwayne Martin [EMAIL PROTECTED] wrote in message news:[EMAIL PROTECTED]... Hi Everyone, We have a test server (ARS 7.01 patch 1, Red-Hat Linux). We want to know when this system WOULD send out email if it were a live system, but we don't want it to actually do it. So we haven't installed the Email Engine because we don't want it sending out test messages to customers. According to the Email Engine manual, the Notify action of a filter or escalation creates an Arsystem Email Messages entry, which the Email Engine reads. In our test system filters do notifications, and the filter log shows an email being sent, but no Arsystem Email Messages entry gets created. Does the creation of this entry depend on the existence of an Email Engine, or is something else at work? The larger question is, How can we set up a test system so that we can monitor the sending of emails, without them actually going to people? Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Difference- User form and People form
Does anyone know why the members of users form has a different total # than the members in the people form? Unless its my workflow. Are they supposed to match? ARS 6.3 Thanks John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Updating a server via coping files directly
A couple of thoughts: 1. Since the production database has already been upgraded to patch 20 then I would think re-running the installer on the other box would do nothing to the database. I believe it checks a table (control???) for the dbase patch version. 2. If the other box has version of ARS (say p19 installed) could you not just copy the entire ARS directory (/opt/ar/ or /usr/ar) from the p20 server to the new other server? This would capture all ARS binaries, libs, so, etc. I do remember seeing something about how p20 file down load did not include all of the files, and that users had to download the installer to get the missing ones. Frank On 4/4/07, Halstead, Robert [EMAIL PROTECTED] wrote: ** I'm trying to upgrade a secondary server to patch 20. We're running ARSystem with Oracle under Solaris. We are creating a server group so I can't use the installer to install the patch as it will touch the production database. So I'm copying files directly. While following the directions to do this under Unix, I noticed that there is no server binary in the patch 20 files (arservora). Also, I am a little confused on steps 3 and 5. 3) Copy the new patched binaries to the ARSystem installation directory. Is this referring to the libiuc*bmc.so*, libxerces*bmc.so*, libxalan* bmc.so* files that are listed under the For Solaris: part under the Files Patched portion of the readme file? 5) Copy the other patched files into the ARSystem installation directory. And, is this referring to the File Patched: Unix and Linux portion of the readme file? Since I can't seem to find the arservora to rename it to arserverd, I can't complete step 6. I usually use the installer to do the patches, so this is my first time coping files. Any help would be appreciated. Thanks, Bob Halstead Bresnan Communications __20060125___This posting was submitted with HTML in it___ -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: When do Arsystem Email Messages get created?
Ron and Dwayne, That is a good way to do it. So is Roger's suggestion of not setting up the Outgoing mailbox. To find out for who the record was intended you can add the $Assigned to$ value to the subject line of the Notification action and use the dummy email address. This will help you verify if your workflow fires for the right user, group or other condition. There is also a setting in the Mailbox configuration that deletes outgoing records after they have been sent. So check that option if you set everything up and still don't see records in the AR System Email Messages form. HTH, John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ron Legters Sent: Wednesday, April 04, 2007 12:21 PM To: arslist@ARSLIST.ORG Subject: Re: When do Arsystem Email Messages get created? This may not be the most elegant way, but I just had my email admins create a dummy account, then changed the e-mail address of every 'person' on my test system to be that dummy account. I added the dummy account to my Outlook profile, so I can easily monitor the messages. The only downside is that I can't tell exactly who the system was sending the message to, once I receive it. Thanks, Ron Legters Tools Administrator Data Systems Services Univar USA Inc. www.univarusa.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin Sent: Wednesday, April 04, 2007 8:29 AM To: arslist@ARSLIST.ORG Subject: When do Arsystem Email Messages get created? Hi Everyone, We have a test server (ARS 7.01 patch 1, Red-Hat Linux). We want to know when this system WOULD send out email if it were a live system, but we don't want it to actually do it. So we haven't installed the Email Engine because we don't want it sending out test messages to customers. According to the Email Engine manual, the Notify action of a filter or escalation creates an Arsystem Email Messages entry, which the Email Engine reads. In our test system filters do notifications, and the filter log shows an email being sent, but no Arsystem Email Messages entry gets created. Does the creation of this entry depend on the existence of an Email Engine, or is something else at work? The larger question is, How can we set up a test system so that we can monitor the sending of emails, without them actually going to people? Dwayne Martin Computing Support James Madison University ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Difference- User form and People form (U)
UNCLASSIFIED The People Form holds your customer names as well as your licensed users. The User Form holds you licensed users. Sandra Hennigan OSD Remedy Administrator Office # 703-602-0980 x174 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 John Kelley Sent: Wednesday, April 04, 2007 1:15 PM To: arslist@ARSLIST.ORG Subject: Difference- User form and People form ** Does anyone know why the members of users form has a different total # than the members in the people form? Unless its my workflow. Are they supposed to match? ARS 6.3 Thanks John __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Forms and Oracle Data Types
Lisa, what if you hid that field, and did a set fields from it to a Remedy D/T field that is local (not part of the DB table)? That way, ARS would do the string conversion. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 04, 2007 10:33 AM To: arslist@ARSLIST.ORG Subject: View Forms and Oracle Data Types I created a SQL View: SELECT Vendor as V, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; I created a View form and the Journal_Entry_Date is coming out like: 106092 or 115164. When I look at the data types from my SQL View the JOURNAL_ENTRY_DATE got automatically set as NUMBER(15,0). Is there anyway to convert this in the VIEW form or else in my SQL VIEW to a normal looking date? Thanks in advance!! Lisa ___ 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
Re: Load Balancing Issues
Also have them check the sticky timeout setting of the Load Balancer (the length of time the LB maintains a list of who goes to which server). It almost sounds like they are timing out in the LB and it is having to determine which server they go to again. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, April 04, 2007 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: Load Balancing Issues ** Frank, the first thing I would check is the network routing and the authentication settings on the load balancer. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Wednesday, April 04, 2007 9:04 AM To: arslist@ARSLIST.ORG Subject: Load Balancing Issues ** I am posting this for another client so I do not have complete details but am hoping somebody may have thoughts on the issue ... Env: ARS 7 ITSM V7, Windows 2003 Servers (3 of them in Server Group) Issue: Log in through the User tool and hit the load balancer. Load balancer quick passes them off to 1 of 3 ARS servers. No problem. If user remains IDLE for about 10 minutes and then tries to do anything they must wait about 35 to 40 seconds to get a response from ARS. The developers on the ARS side have captured server side log files and confirm that the delay is not on the ARS side. It takes 35-40 seconds for anything to hit ARS and when it does it completes immediately. Any thoughts are appreciated. -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Updating a server via coping files directly
Since this is a second server (I take it the 1st and the db is already on patch 20), run the installer and select SHARED for the server type. If you choose UPGRADE the installer will update the database, if you choose SHARED the installer will not change the database. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Wednesday, April 04, 2007 12:31 PM To: arslist@ARSLIST.ORG Subject: Re: Updating a server via coping files directly ** A couple of thoughts: 1. Since the production database has already been upgraded to patch 20 then I would think re-running the installer on the other box would do nothing to the database. I believe it checks a table (control???) for the dbase patch version. 2. If the other box has version of ARS (say p19 installed) could you not just copy the entire ARS directory (/opt/ar/ or /usr/ar) from the p20 server to the new other server? This would capture all ARS binaries, libs, so, etc. I do remember seeing something about how p20 file down load did not include all of the files, and that users had to download the installer to get the missing ones. Frank On 4/4/07, Halstead, Robert [EMAIL PROTECTED] wrote: ** I'm trying to upgrade a secondary server to patch 20. We're running ARSystem with Oracle under Solaris. We are creating a server group so I can't use the installer to install the patch as it will touch the production database. So I'm copying files directly. While following the directions to do this under Unix, I noticed that there is no server binary in the patch 20 files (arservora). Also, I am a little confused on steps 3 and 5. 3) Copy the new patched binaries to the ARSystem installation directory. Is this referring to the libiuc*bmc.so*, libxerces*bmc.so*, libxalan*bmc.so* files that are listed under the For Solaris: part under the Files Patched portion of the readme file? 5) Copy the other patched files into the ARSystem installation directory. And, is this referring to the File Patched: Unix and Linux portion of the readme file? Since I can't seem to find the arservora to rename it to arserverd, I can't complete step 6. I usually use the installer to do the patches, so this is my first time coping files. Any help would be appreciated. Thanks, Bob Halstead Bresnan Communications __20060125___This posting was submitted with HTML in it___ -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Forms and Oracle Data Types
Lisa, If the JOURNAL_ENTRY_DATE column is a Remedy datetime field, then... Add a new Datetime field to your Remedy View Form. Open the Field Properties dialog and select the Database tab. In the View Form section change the Name field to the name of the field in the SQL View - JOURNAL_ENTRY_DATE. Stephen -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 04, 2007 1:33 PM To: arslist@ARSLIST.ORG Subject: View Forms and Oracle Data Types I created a SQL View: SELECT Vendor as V, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; I created a View form and the Journal_Entry_Date is coming out like: 106092 or 115164. When I look at the data types from my SQL View the JOURNAL_ENTRY_DATE got automatically set as NUMBER(15,0). Is there anyway to convert this in the VIEW form or else in my SQL VIEW to a normal looking date? Thanks in advance!! Lisa ___ 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
Re: View Forms and Oracle Data Types
Just create a Date field on the view form and tell it that the field is your JOURNAL_ENTRY_DATE field. i.e. Create a regular Date/Time field on the View form and on the Database tab type in the DB View's field name exactly (yes case does matter here). Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 04, 2007 12:33 PM To: arslist@ARSLIST.ORG Subject: View Forms and Oracle Data Types I created a SQL View: SELECT Vendor as V, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; I created a View form and the Journal_Entry_Date is coming out like: 106092 or 115164. When I look at the data types from my SQL View the JOURNAL_ENTRY_DATE got automatically set as NUMBER(15,0). Is there anyway to convert this in the VIEW form or else in my SQL VIEW to a normal looking date? Thanks in advance!! Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Difference- User form and People form
The people form is a form used by the application you have on your AR Server, and is generally a subset or a superset (depending on how you are using your AR Server) of the user form, and hence the numbers would not match in most cases... Joe - Original Message From: John Kelley [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, April 4, 2007 1:14:56 PM Subject: Difference- User form and People form ** Does anyone know why the members of users form has a different total # than the members in the people form? Unless its my workflow. Are they supposed to match? ARS 6.3 Thanks John __20060125___This posting was submitted with HTML in it___ Finding fabulous fares is fun. Let Yahoo! FareChase search your favorite travel sites to find flight and hotel bargains. http://farechase.yahoo.com/promo-generic-14795097 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Updating a server via coping files directly
It was a problem with a missing .so file and yes the way to fix that was to run the installer to upgrade - else the patch would fail as there would be a failure to bring up the AR Server.. Cheers Joe - Original Message From: Frank Caruso [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, April 4, 2007 1:31:18 PM Subject: Re: Updating a server via coping files directly ** A couple of thoughts: 1. Since the production database has already been upgraded to patch 20 then I would think re-running the installer on the other box would do nothing to the database. I believe it checks a table (control???) for the dbase patch version. 2. If the other box has version of ARS (say p19 installed) could you not just copy the entire ARS directory (/opt/ar/ or /usr/ar) from the p20 server to the new other server? This would capture all ARS binaries, libs, so, etc. I do remember seeing something about how p20 file down load did not include all of the files, and that users had to download the installer to get the missing ones. Frank On 4/4/07, Halstead, Robert [EMAIL PROTECTED] wrote: ** I'm trying to upgrade a secondary server to patch 20. We're running ARSystem with Oracle under Solaris. We are creating a server group so I can't use the installer to install the patch as it will touch the production database. So I'm copying files directly. While following the directions to do this under Unix, I noticed that there is no server binary in the patch 20 files (arservora). Also, I am a little confused on steps 3 and 5. 3) Copy the new patched binaries to the ARSystem installation directory. Is this referring to the libiuc*bmc.so*, libxerces*bmc.so*, libxalan*bmc.so* files that are listed under the For Solaris: part under the Files Patched portion of the readme file? 5) Copy the other patched files into the ARSystem installation directory. And, is this referring to the File Patched: Unix and Linux portion of the readme file? Since I can't seem to find the arservora to rename it to arserverd, I can't complete step 6. I usually use the installer to do the patches, so this is my first time coping files. Any help would be appreciated. Thanks, Bob Halstead Bresnan Communications __20060125___This posting was submitted with HTML in it___ -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ Sucker-punch spam with award-winning protection. Try the free Yahoo! Mail Beta. http://advision.webevents.yahoo.com/mailbeta/features_spam.html ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Forms and Oracle Data Types
Thanks everyone!!! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen Sent: Wednesday, April 04, 2007 2:08 PM To: arslist@ARSLIST.ORG Subject: Re: View Forms and Oracle Data Types Lisa, If the JOURNAL_ENTRY_DATE column is a Remedy datetime field, then... Add a new Datetime field to your Remedy View Form. Open the Field Properties dialog and select the Database tab. In the View Form section change the Name field to the name of the field in the SQL View - JOURNAL_ENTRY_DATE. Stephen -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 04, 2007 1:33 PM To: arslist@ARSLIST.ORG Subject: View Forms and Oracle Data Types I created a SQL View: SELECT Vendor as V, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; I created a View form and the Journal_Entry_Date is coming out like: 106092 or 115164. When I look at the data types from my SQL View the JOURNAL_ENTRY_DATE got automatically set as NUMBER(15,0). Is there anyway to convert this in the VIEW form or else in my SQL VIEW to a normal looking date? Thanks in advance!! Lisa ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: When do Arsystem Email Messages get created?
A big THANK YOU! to all who responded. It sounds like simply not creating the outgoing mailbox entry is the simplest solution. But I could also have a filter change the to to my email address and I would get all the test messages. Two great ideas. Thanks Dwayne Original message Date: Wed, 4 Apr 2007 11:49:06 -0600 From: Durrant, Michael M. - ITSD [EMAIL PROTECTED] Subject: Re: When do Arsystem Email Messages get created? To: arslist@ARSLIST.ORG If I recall correctly, I disabled my outgoing email account in the Mailbox configuration form. This would generate the messages in the Email Messages form but it wouldn't send them out. Michael Durrant [EMAIL PROTECTED] Share what you know. Learn what you don't. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Clary, Bill Sent: Wednesday, April 04, 2007 11:12 AM To: arslist@ARSLIST.ORG Subject: Re: When do Arsystem Email Messages get created? Dwayne; You can make a Filter on the Email form that on Submit Takes the info in the To field and adds it to the Body at the top and then sets the To field with a email address that you montor. This would allow all workflow to work as designed and you can see who it would go to but it would really go to the address you set up. You just use this Filter on your test machine and NEVER put it on your production machine. Bill Clary Remedy Developer, Tech Solutions Fidelity Information Services Dwayne Martin [EMAIL PROTECTED] wrote in message news:[EMAIL PROTECTED]... Hi Everyone, We have a test server (ARS 7.01 patch 1, Red-Hat Linux). We want to know when this system WOULD send out email if it were a live system, but we don't want it to actually do it. So we haven't installed the Email Engine because we don't want it sending out test messages to customers. According to the Email Engine manual, the Notify action of a filter or escalation creates an Arsystem Email Messages entry, which the Email Engine reads. In our test system filters do notifications, and the filter log shows an email being sent, but no Arsystem Email Messages entry gets created. Does the creation of this entry depend on the existence of an Email Engine, or is something else at work? The larger question is, How can we set up a test system so that we can monitor the sending of emails, without them actually going to people? Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Dwayne Martin Computing Support James Madison University ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
View Forms and Key Fields
Another question about View Forms. Here is my SQL View: SELECT Vendor as VendorName, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; When I go to create my View Form, only SUM and Journal_Entry_Date are in the dropdown list as key field selections. I went to my old handy, dandy help menu in Remedy Admin, and I found that You must choose a character column whose name is from 6 to 15 characters or an integer field. My Vendor Field is 50 characters long. Why does it have to be 6-15 characters long? Is this something that I could request as an enhancement? Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Forms and Key Fields
It needs a unique field as a unique ID and Remedy's unique ID column can only be 15 bytes long. One solution is to just add the Oracle Rownum to the query and use that as the Remedy unique Key column. SELECT min(ROWNUM) as Entry_ID, Vendor as VendorName, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 04, 2007 1:46 PM To: arslist@ARSLIST.ORG Subject: View Forms and Key Fields Another question about View Forms. Here is my SQL View: SELECT Vendor as VendorName, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; When I go to create my View Form, only SUM and Journal_Entry_Date are in the dropdown list as key field selections. I went to my old handy, dandy help menu in Remedy Admin, and I found that You must choose a character column whose name is from 6 to 15 characters or an integer field. My Vendor Field is 50 characters long. Why does it have to be 6-15 characters long? Is this something that I could request as an enhancement? Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Approval Process Question
Thank you Matt. That worked perfectly! There are several cases where the ManagerLoginID field is empty. Do you have any suggestions on how to create a rule that will route the request back to the first approver under this circumstance? Currently if the ManagerLoginID field is empty, it bypasses the 2nd level and routes it to the 3rd level. I appreciate any guidance you can provide. Thank you. Su Song LADWP From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Willis Sent: Tuesday, March 27, 2007 3:01 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Process Question Hi Su Song, I'm working with version 7, and this works for me. You need to have the manager name field populated on your people form for all of your requesters, so that Remedy can find the manager based on the requester. All you need to do is create a Get Next Approver rule. On the set fields tab, the set fields type will be a query, and you will get the value from the people form (CTM:People). The qualification should be set to: 'Remedy Login ID' = $Requestor ID$ This will find the people record of the requester. You then set the 'Next Approvers' field to $ManagerLoginID$, and the 'Level' field to 2, or whatever approval level you want. One thing that I'm not sure about - may be a bug?? - if, when defining your process, you set 'Validate Approvers?' to Yes, the approval engine doesn't seem to validate login names. Only approval roles are validated successfully. However, if you set 'Validate' to No, the approval notification still gets sent out ok. When validating, output from the approval log looks like this: APPRCheck valid user rules APPR Testing name SGP0002 | CAB-Member to see if valid APPR -- The user is a valid role APPR Testing name mwillis to see if valid APPR -- The user did not validate APPRSet approval details record for this entry to state Error Can anyone confirm that this is normal behaviour? Regards, Matt Willis From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Song, Su Sent: Wednesday, 28 March 2007 1:53 AM To: arslist@ARSLIST.ORG Subject: Approval Process Question Hi Listers, I had a question and was wondering if you could point me in the right direction. We would like to create a 4 Level Approval Process that gets routed to: 1. 1st level pre-defined approver 2. Requester's Manager 3. 2nd level approver 4. 3rd level approver The Requester's manager will always be defined as the 2nd level. How can I incorporate the Requester's manager into the process? Thank you in advance. -Su Song LADWP -Confidentiality Notice-- This electronic message transmission contains information from the Los Angeles Department of Water and Power, which may be confidential. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the content of this information is prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the original message and any attachment without reading or saving in any manner. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -Confidentiality Notice-- This electronic message transmission contains information from the Los Angeles Department of Water and Power, which may be confidential. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the content of this information is prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the original message and any attachment without reading or saving in any manner. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Forms and Key Fields
Because that is the length of the request_id field on all Remedy forms and request_id is the primary key. On 4/4/07, Kemes, Lisa [EMAIL PROTECTED] wrote: Another question about View Forms. Here is my SQL View: SELECT Vendor as VendorName, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; When I go to create my View Form, only SUM and Journal_Entry_Date are in the dropdown list as key field selections. I went to my old handy, dandy help menu in Remedy Admin, and I found that You must choose a character column whose name is from 6 to 15 characters or an integer field. My Vendor Field is 50 characters long. Why does it have to be 6-15 characters long? Is this something that I could request as an enhancement? Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Forms and Key Fields
Lisa, It's prompting for a Request ID field that has to be a character field of length 6-15 characters.. hope this helps.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 04, 2007 1:46 PM To: arslist@ARSLIST.ORG Subject: View Forms and Key Fields Another question about View Forms. Here is my SQL View: SELECT Vendor as VendorName, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; When I go to create my View Form, only SUM and Journal_Entry_Date are in the dropdown list as key field selections. I went to my old handy, dandy help menu in Remedy Admin, and I found that You must choose a character column whose name is from 6 to 15 characters or an integer field. My Vendor Field is 50 characters long. Why does it have to be 6-15 characters long? Is this something that I could request as an enhancement? Lisa 8:00? 8:25? 8:40? Find a flick in no time with the Yahoo! Search movie showtime shortcut. http://tools.search.yahoo.com/shortcuts/#news ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: View Forms and Key Fields
Thank you! Worked like a charm! :) -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Wednesday, April 04, 2007 2:55 PM To: arslist@ARSLIST.ORG Subject: Re: View Forms and Key Fields It needs a unique field as a unique ID and Remedy's unique ID column can only be 15 bytes long. One solution is to just add the Oracle Rownum to the query and use that as the Remedy unique Key column. SELECT min(ROWNUM) as Entry_ID, Vendor as VendorName, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 04, 2007 1:46 PM To: arslist@ARSLIST.ORG Subject: View Forms and Key Fields Another question about View Forms. Here is my SQL View: SELECT Vendor as VendorName, sum(RECORD_AMOUNT) as SUM, Journal_Entry_Date FROM TIP_MONTHLY_BILLING_DATA Group by Vendor, JOURNAL_ENTRY_DATE; When I go to create my View Form, only SUM and Journal_Entry_Date are in the dropdown list as key field selections. I went to my old handy, dandy help menu in Remedy Admin, and I found that You must choose a character column whose name is from 6 to 15 characters or an integer field. My Vendor Field is 50 characters long. Why does it have to be 6-15 characters long? Is this something that I could request as an enhancement? Lisa ___ 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
Re: Load Balancing Issues
Fred, You just might be right.. I had that issue on a recent engagement and reconfiguring the sticky timeout did work for us.. Joe - Original Message From: Grooms, Frederick W [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, April 4, 2007 2:01:15 PM Subject: Re: Load Balancing Issues ** Also have them check the sticky timeout setting of the Load Balancer (the length of time the LB maintains a list of who goes to which server). It almost sounds like they are timing out in the LB and it is having to determine which server they go to again. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, April 04, 2007 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: Load Balancing Issues ** Frank, the first thing I would check is the network routing and the authentication settings on the load balancer. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Wednesday, April 04, 2007 9:04 AM To: arslist@ARSLIST.ORG Subject: Load Balancing Issues ** I am posting this for another client so I do not have complete details but am hoping somebody may have thoughts on the issue ... Env: ARS 7 ITSM V7, Windows 2003 Servers (3 of them in Server Group) Issue: Log in through the User tool and hit the load balancer. Load balancer quick passes them off to 1 of 3 ARS servers. No problem. If user remains IDLE for about 10 minutes and then tries to do anything they must wait about 35 to 40 seconds to get a response from ARS. The developers on the ARS side have captured server side log files and confirm that the delay is not on the ARS side. It takes 35-40 seconds for anything to hit ARS and when it does it completes immediately. Any thoughts are appreciated. -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com 703-376-1249 __20060125___This posting was submitted with HTML in it___ No need to miss a message. Get email on-the-go with Yahoo! Mail for Mobile. Get started. http://mobile.yahoo.com/mail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
LogAnalysis.zip @ www.mattreinfeldt.com
Hey, does the LogAnalysis.mdb work with server-side SQL log files generated on remedy 6.3 no patch systems? I am trying to load a file and keep getting the error message of No Current Record. Whenever I hit the 'Load Log File' button. Thanks! Gary Opela ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: DST Issue
Yup, same thing happened here when we had the DST change in the US. Some of our users manually set their Time Zone in the User Tool so I had them clear it out and that fixed it. Darren Lau From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nyall McCavitt Sent: Tuesday, March 27, 2007 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: DST Issue Hi, Is the TimeZone parameter set on the Remedy User Tool? Check from Tools, Options then in the 'Locale' tab. I was caught out by this on Monday. Hope that this helps. Nyall Shellman, David wrote: ** I know this one has taken a beating with the time change in the US but has anyone seen issues resulting from time change in the UK over the weekend? We have an Active Link that's setting date and time into a character field (simulating Diary field functionality) with $TIMESTAMP$. We have at least one individual in the UK that has noted that $TIMESTAMP$ is off an hour. Time on the computer it's self is displaying correctly. Date/Time fields are displaying ok. He's using a 7.0.01 client against our 6.3 server. Dave Dave Shellman Phone: (717) 810-3687 Fax:(717) 810-2124 email: [EMAIL PROTECTED] tyco/Electronics A tyco International LTD Company MS 161-043 PO Box 3608 Harrisburg, PA 17105-3607 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Operational Categories vs. Product Cat in 7.0
Hi All - Within 7.0, my understanding is that the operational categories is a listing of the operational services that the help desk provides, such as adding user accounts, changing server passwords. And the operational catalog contains items that represent symptoms of incidents or problems such as application failure and network failure. Typically operational categories are actions/services - (install, add user account, upgrade). One of our team members named the Operational Category: Tier 1 Software Tier 2 Server Tier 3 Upgrade Out of the Box, the Operational Category Tier was (services): Tier 1 Add - Action Tier 2 User - Descriptive Tier 3 Account --- Descriptive If our product categories are named similar as the operational categories, what kind of impact will this have on our workflow in terms of problem/incident management as far as ITIL. (For example on Tier 1, both the operational and product categories = Software) ** See what's free at http://www.aol.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Consuming Web Services and using Attachment fields
Hi, Has anyone attempted to use a filter (web service action) to consume a remote web service which mapped an attachment field? The basic workflow seems to work reliably including pushing the attachment data to the remote web service. An error (ARERR 8939) occurs however, whenever I try to push an attachment file that is over about 200 kb in size. This can be easily demonstrated in the AR environment by creating a filter on server1 that consumes a web service published on server2. Our server is running 6.3 patch 20, Oracle 10g/9i client, Solaris 9, and MidTier 6.3 patch 21 on Win2003 using IIS. Thanks for any feedback you may have for dealing with this limitation. Ken Leihkauff North American Integrated Services Management Center (NAISMC) Science Applications International Corp. (SAIC) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Operational Categories vs. Product Cat in 7.0
The Product categorization are still what they were in that it is: Tier 1 Hardware Tier 2 Computer Tier 3 Laptop This should reduce your headaches. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 4 Apr 2007 5:03 PM Subject: Operational Categories vs. Product Cat in 7.0 ** Hi All - Within 7.0, my understanding is that the operational categories is a listing of the operational services that the help desk provides, such as adding user accounts, changing server passwords. And the operational catalog contains items that represent symptoms of incidents or problems such as application failure and network failure. Typically operational categories are actions/services - (install, add user account, upgrade). One of our team members named the Operational Category: Tier 1 Software Tier 2 Server Tier 3 Upgrade Out of the Box, the Operational Category Tier was (services): Tier 1 Add - Action Tier 2 User - Descriptive Tier 3 Account --- Descriptive If our product categories are named similar as the operational categories, what kind of impact will this have on our workflow in terms of problem/incident management as far as ITIL. (For example on Tier 1, both the operational and product categories = Software) See what's free at AOL.com. __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: LogAnalysis.zip @ www.mattreinfeldt.com
Yes, I usually copy the file from the server to my PC and then load it into the app. Fred From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, April 04, 2007 3:36 PM To: arslist@ARSLIST.ORG Subject: LogAnalysis.zip @ www.mattreinfeldt.com ** Hey, does the LogAnalysis.mdb work with server-side SQL log files generated on remedy 6.3 no patch systems? I am trying to load a file and keep getting the error message of No Current Record. Whenever I hit the 'Load Log File' button. Thanks! Gary Opela ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
.net Utilities on ARSWiki.org
I wanted to announce a set of .net utilities hosted on ARSWiki. Many thanks to Stephen Heider for releasing these under an open source license and adding these to the ARSWiki site. http://arswiki.org/projects/dotnetutil If you want to learn .net, contribute to these .net utilities, or add additional .net utilities to the site, reference the link above for information. Axton Grams ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Updating a server via coping files directly
Sorry for the late reply, meetings all day today. I will try to run the installer as SHARED instead of upgrade. I was hesitant on just copying the whole directory as Remedy maybe does some type of file lock on certain files but wasn't sure. That is good to know that patch 20 didn't include everything and that you needed to run the installer. We did run the installer on our primary server (thank god). Thank you guys for all your input. Bob Halstead Bresnan Communications _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, April 04, 2007 12:32 PM To: arslist@ARSLIST.ORG Subject: Re: Updating a server via coping files directly ** It was a problem with a missing .so file and yes the way to fix that was to run the installer to upgrade - else the patch would fail as there would be a failure to bring up the AR Server.. Cheers Joe - Original Message From: Frank Caruso [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, April 4, 2007 1:31:18 PM Subject: Re: Updating a server via coping files directly ** A couple of thoughts: 1. Since the production database has already been upgraded to patch 20 then I would think re-running the installer on the other box would do nothing to the database. I believe it checks a table (control???) for the dbase patch version. 2. If the other box has version of ARS (say p19 installed) could you not just copy the entire ARS directory (/opt/ar/ or /usr/ar) from the p20 server to the new other server? This would capture all ARS binaries, libs, so, etc. I do remember seeing something about how p20 file down load did not include all of the files, and that users had to download the installer to get the missing ones. Frank On 4/4/07, Halstead, Robert [EMAIL PROTECTED] wrote: ** I'm trying to upgrade a secondary server to patch 20. We're running ARSystem with Oracle under Solaris. We are creating a server group so I can't use the installer to install the patch as it will touch the production database. So I'm copying files directly. While following the directions to do this under Unix, I noticed that there is no server binary in the patch 20 files (arservora). Also, I am a little confused on steps 3 and 5. 3) Copy the new patched binaries to the ARSystem installation directory. Is this referring to the libiuc*bmc.so*, libxerces*bmc.so*, libxalan*bmc.so* files that are listed under the For Solaris: part under the Files Patched portion of the readme file? 5) Copy the other patched files into the ARSystem installation directory. And, is this referring to the File Patched: Unix and Linux portion of the readme file? Since I can't seem to find the arservora to rename it to arserverd, I can't complete step 6. I usually use the installer to do the patches, so this is my first time coping files. Any help would be appreciated. Thanks, Bob Halstead Bresnan Communications __20060125___This posting was submitted with HTML in it___ -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com http://www.specificintegration.com/ 703-376-1249 __20060125___This posting was submitted with HTML in it___ _ Expecting? Get great news right away with email Auto-Check. http://us.rd.yahoo.com/evt=49982/*http://advision.webevents.yahoo.com/m ailbeta/newmail_tools.html Try the Yahoo! Mail Beta. http://us.rd.yahoo.com/evt=49982/*http://advision.webevents.yahoo.com/m ailbeta/newmail_tools.html __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Load Balancing Issues
Because the log files confirm it takes 35-40 seconds for anything to hit the AR System, seems to indicate an issues with the load balancer. I agree with Fred that the sticky timeout setting is a prime suspect. You might also do a traceroute, just to make sure the routing path between your users and the load balancer (and between the load balancer and the AR System servers) is what you expect. Check the timings for each hop. Any layer 2 switches (e.g., Catalyst 5500/6500) out there making lookup calls to a router or RSM/MSM blade? You didn't mention . . . how's the response time from the AR System server, back to the user? -- Bing Bradford Bingel (Bing) ITM3 California http://www.itm3.com/ [EMAIL PROTECTED] (email) 925-260-6394 (mobile) _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, April 04, 2007 1:17 PM To: arslist@ARSLIST.ORG Subject: Re: Load Balancing Issues ** Fred, You just might be right.. I had that issue on a recent engagement and reconfiguring the sticky timeout did work for us.. Joe - Original Message From: Grooms, Frederick W [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, April 4, 2007 2:01:15 PM Subject: Re: Load Balancing Issues ** Also have them check the sticky timeout setting of the Load Balancer (the length of time the LB maintains a list of who goes to which server). It almost sounds like they are timing out in the LB and it is having to determine which server they go to again. Fred _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, April 04, 2007 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: Load Balancing Issues ** Frank, the first thing I would check is the network routing and the authentication settings on the load balancer. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso Sent: Wednesday, April 04, 2007 9:04 AM To: arslist@ARSLIST.ORG Subject: Load Balancing Issues ** I am posting this for another client so I do not have complete details but am hoping somebody may have thoughts on the issue ... Env: ARS 7 ITSM V7, Windows 2003 Servers (3 of them in Server Group) Issue: Log in through the User tool and hit the load balancer. Load balancer quick passes them off to 1 of 3 ARS servers. No problem. If user remains IDLE for about 10 minutes and then tries to do anything they must wait about 35 to 40 seconds to get a response from ARS. The developers on the ARS side have captured server side log files and confirm that the delay is not on the ARS side. It takes 35-40 seconds for anything to hit ARS and when it does it completes immediately. Any thoughts are appreciated. -- Frank Caruso Specific Integration, Inc. Senior Remedy Engineer, ITIL Foundation Certified www.specificintegration.com http://www.specificintegration.com/ 703-376-1249 __20060125___This posting was submitted with HTML in it___ _ Need Mail bonding? Go to the Yahoo! http://answers.yahoo.com/dir/index;_ylc=X3oDMTFvbGNhMGE3BF9TAzM5NjU0NTEwOAR fcwMzOTY1NDUxMDMEc2VjA21haWxfdGFnbGluZQRzbGsDbWFpbF90YWcx?link=asksid=39654 6091 Mail QA for great http://answers.yahoo.com/dir/index;_ylc=X3oDMTFvbGNhMGE3BF9TAzM5NjU0NTEwOAR fcwMzOTY1NDUxMDMEc2VjA21haWxfdGFnbGluZQRzbGsDbWFpbF90YWcx?link=asksid=39654 6091 tips from Yahoo! Answers users. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Consuming Web Services and using Attachment fields
Consuming Web Services and using Attachment fieldsI wonder if it has to do with some sort of a limitation on the IIS server.. Can you attach an attachment that size from the Mid-Tier? Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Leihkauff, Kenneth Sent: Wednesday, April 04, 2007 5:12 PM To: arslist@ARSLIST.ORG Subject: Consuming Web Services and using Attachment fields ** Hi, Has anyone attempted to use a filter (web service action) to consume a remote web service which mapped an attachment field? The basic workflow seems to work reliably including pushing the attachment data to the remote web service. An error (ARERR 8939) occurs however, whenever I try to push an attachment file that is over about 200 kb in size. This can be easily demonstrated in the AR environment by creating a filter on server1 that consumes a web service published on server2. Our server is running 6.3 patch 20, Oracle 10g/9i client, Solaris 9, and MidTier 6.3 patch 21 on Win2003 using IIS. Thanks for any feedback you may have for dealing with this limitation. Ken Leihkauff North American Integrated Services Management Center (NAISMC) Science Applications International Corp. (SAIC) -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.446 / Virus Database: 268.18.26/746 - Release Date: 4/4/2007 1:09 PM ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: arslist Digest - 3 Apr 2007 to 4 Apr 2007 (#2007-145)
I will be on vacation Thursday, April 4, 2007 and returning Monday, April 9, 2007. For immediate assistance regarding the Newell Rubbermaid project, please contact Melanee Davis at [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
