Re: REG: REPORTING

[Sam Rx]

Sravanan,
You can use macros and call it from escalations or use some third
party application. i think recently we had some discussion on this issue.

to generate the reports in CSV file you can create a macro that would
generate a csv file for a report and then run that macro from an escalation.

HTH

-Sam





On 5/9/07, Saravanan Palaniappan <[EMAIL PROTECTED]> wrote:


**

Hi,

I have a concern about reporting in Remedy. I need to know if it is
possible to periodically generate reports as physical data
sheets(spreadsheet or any form) using Remedy. Any immediate help on this
would be greatly appreciated.


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___


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Re: REG: REPORTING

[Klebe, Tim (Accenture)]

Hi,
 
we made a manually report with excel at time. Monthly somebody is making a 
report of SLM:Measurement and HPD:HelpDesk. Put it in a prepared excel sheet 
and calculate all the charts.
Our first approach was the reporting in Remedy itself but it was not very 
flexible.
Now we rebuild the exel reports with chrystal reports so that we can open the 
reports in Remedy directly.
 
Tim

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Auftrag von Sam Rx
Gesendet: Mittwoch, 9. Mai 2007 09:33
An: arslist@ARSLIST.ORG
Betreff: Re: REG: REPORTING


** 
Sravanan,
 You can use macros and call it from escalations or use some third 
party application. i think recently we had some discussion on this issue.
 
to generate the reports in CSV file you can create a macro that would generate 
a csv file for a report and then run that macro from an escalation.
 
HTH
 
-Sam
 
 


 
On 5/9/07, Saravanan Palaniappan < [EMAIL PROTECTED]   > wrote: 

** 
Hi,

I have a concern about reporting in Remedy. I need to know if it is possible to 
periodically generate reports as physical data sheets(spreadsheet or any form) 
using Remedy. Any immediate help on this would be greatly appreciated. 

 

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___


__20060125___This posting was submitted with HTML in it___ 


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Re: Mid-Tier and run process

[Michiel Beijen]

Gary,

Since you try to create a directory on the Remedy server, would it
work to fire the active link on the server by putting @@: in front of
it (and of course correcting the paths)?
--
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 5/8/07, Opela, Gary L Contr OC-ALC/ITMA <[EMAIL PROTECTED]> wrote:

**


Mid Tier 6.3

Windows 2k server

Windows XP clients

User/Server 6.3



Error:

active link run process not supported (ARERR 9366)



All, I'm trying to do a run process via an active link on a button from the
mid tier. The run process does the following:



c:\windows\system32\cmd.exe /c md $Upload
File Path$



I am presented with the above error. Upon investigation, we found that on
the mid tier, you cannot do a run-process action that returns a value. We
are not asking that the cmd command return a value, however this appears to
be what the system is thinking. I'm guessing it is the standard output if
you run the MD command in a shell window that the system is catching as a
return, or maybe the command does send a return code if successful or
whatever. Any how, the directory is not getting created.



Has anyone ever used a button on the mid tier to create a folder directory?
If so, how did you get it to work?


Thanks,


Gary__20060125___This posting was
submitted with HTML in it___


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ITSM AM intermitted Timeouts

[Francois - BTT]

Hi All,

 

We have a problem receiving intermitted timeouts when viewing records in AM
7.0.0.1 no patch.  We did a SQL error log just to see if something strange
is happening and found the following.

 

/* Fri May 04 2007 13:19:46.5760 */SELECT C179,C400127400,C400079600 FROM
T207 WHERE E0 = '001' and E1 = '0001661' and E2 =
'0005815' 

/* Fri May 04 2007 13:19:46.5760 */OK

/* Fri May 04 2007 13:19:46.5910 */CLOSE DATABASE

/* Fri May 04 2007 13:19:46.5910 */DROP TABLE AR0int2628

/* Fri May 04 2007 13:19:46.5910 */*** ERROR ***  Cannot drop the table
'AR0int2628', because it does not exist in the system catalog. (SQL Server
3701)

/* Fri May 04 2007 13:19:46.5910 */DROP TABLE AR0float2628

/* Fri May 04 2007 13:19:46.5910 */*** ERROR ***  Cannot drop the table
'AR0float2628', because it does not exist in the system catalog. (SQL Server
3701)

/* Fri May 04 2007 13:19:46.5910 */DROP TABLE AR0char2628

/* Fri May 04 2007 13:19:46.5910 */*** ERROR ***  Cannot drop the table
'AR0char2628', because it does not exist in the system catalog. (SQL Server
3701)

/* Fri May 04 2007 13:19:46.5910 */DROP TABLE AR0decimal2628

/* Fri May 04 2007 13:19:46.5910 */*** ERROR ***  Cannot drop the table
'AR0decimal2628', because it does not exist in the system catalog. (SQL
Server 3701)

/* Fri May 04 2007 13:19:46.5910 */CONNECT ARSystem, USER ARAdmin

/* Fri May 04 2007 13:19:46.5910 */SET CONCAT_NULL_YIELDS_NULL OFF

/* Fri May 04 2007 13:19:46.5910 */OK

/* Fri May 04 2007 13:19:46.5910 */SELECT @@version

/* Fri May 04 2007 13:19:46.5910 */OK

/* Fri May 04 2007 13:19:46.5910 */SELECT dbVersion FROM control

/* Fri May 04 2007 13:19:46.5910 */OK

 

Do anyone know anything about these tables?

 

Environment:

AR System 7.0.0.1 

ITSM AM 7.0.0.1

ITSM CM 7.0.0.1 Patch 2

ITSM IM 7.0.0.1

CMDB 2

SQL Server 2005

Windows 2003 Server

 

Regards

Francois


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External authentication with multiple domains

[Niklas Asplund]

Hi everyone
I have recently upgraded to ARS 7 and I'm thinking of using the new
possibilities with AREA LDAP against multiple domains.


From the beginning I have only users in one domain, and I the set the system

up for authentication against this domain.
Later on, new users came along that belongs to a different domain.
So I decided to go with a different login name standard for those users.
Domain\Account (internal authentication)

So there I stand, I have one set of users with there AD account as
ARS-Loginname (That is authenticating against the AD), and one set of users
with "domain\account" as there ARS-login (authenticated by the AR Server)

So finally, the question:
When you set up a new LDAP connection in the AREA LDAP Configuration form,
you can specify a different "User Search Filter".
I can't find any AD value that matches the syntax that I use in ARS
(domain\account), is it possible to concat two different fields in the LDAP
source to build up to the same loginname-syntax??
Or does anyone know of a value in the AD that holds domain\account
(domain\samaccountname)
Maybe it can be solved with Authentication alias...

Any ideas how I could be able to solve this problem??


// Niklas Asplund
Siemens IT Solutions and Services Sweden

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Re: Email Maximum Sizes

[David Durling]

Eric,

I'm not sure your issue is related to your version of Remedy, if you're 
talking about a incoming text message.  We run ARS 6.0.1 with a 6.0.1 
email engine (don't have patch levels handy) on Solaris 9, Oracle 9iR2, 
and are able to process incoming mail as large as what you mention.  I 
sent a 197kb message to our server to confirm, and no email log error 
was generated, and a ticket was created.


Sorry, I don't have a suggestion as to what the issue might be.  If 
there's a 32 kb limit, I think it's on outgoing mail.


David D.




Date: Tue, 8 May 2007 17:12:39 -0400
Reply-To: arslist@ARSLIST.ORG
Sender:   "Action Request System discussion list(ARSList)"
  
From: "Eric Cleereman (IT)" <[EMAIL PROTECTED]>
Subject:  Re: Email Maximum Sizes
Content-Type: multipart/alternative;

Good to know.  Thank you Stephen.
 
Eric


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Heider, Stephen
Sent: Tuesday, May 08, 2007 4:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Maximum Sizes


** 
With ARS 6.3 I believe the limit is 32KB for the body of the email.
 
Stephen


  _  


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Eric Cleereman (IT)
Sent: Tuesday, May 08, 2007 4:14 PM
To: arslist@ARSLIST.ORG
Subject: Email Maximum Sizes


** 

Hi All, 


We had a user send a few emails to Remedy, each of which was 162 kb.  In each 
case, the AR System Email Error Logs shows the following message:

	Restarting Thread Creator Module : AGaa47f025QSOY8wAAxkEA 

Our typical emails are 1 kb - 10 kb. 

We are currently running email engine version 6.00.01 Patch 1325 for the email engine, under JRE: 1.4.2, AIX 5.2. 


ARServer is 6.03.00 Patch 21, running on the same server as the email engine.  
We generally get right around 100 emails each day.

Can anyone with a more recent version of the email engine tell me if it is able 
to handle emails close to 162 kb (or ideally larger)?

Eric Cleereman 



--
David Durling 706-542-0223
Enterprise IT Services [EMAIL PROTECTED]
University of Georgia

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Re: Vertical Nav Field

[Mayfield, Andy L.]

The workflow checkbox corrected that problem, but now it is randomly
crashing the WUT when used. It works fine sometimes, but the next time
you use it, it may crash the WUT? Now that I think about it, I believe
one of the labs in the Admin Part 3 class had the same problem.

 

Does anyone out there have the functionality working flawlessly on a
Windows platform?

 

Thanks,

Andy L. Mayfield 
System Operation Specialist 
Alabama Power Company 
Office: 8-226-1805 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Greg Elphick
Sent: Tuesday, May 08, 2007 8:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Vertical Nav Field

 

Hi Andy

 

Make sure the fire work flow again says fire workflow on selected item
on the navigation properties tab.

 

Greg

 



From: "Action Request System discussion list(ARSList)"

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Re: Vertical Nav Field

[Baxter, Andrew]

I don't have it in production at this point but I have been using it on
my Dev servers for several months now with no problems.

Thanks,
Andrew Baxter

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Wednesday, May 09, 2007 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Vertical Nav Field

The workflow checkbox corrected that problem, but now it is randomly
crashing the WUT when used. It works fine sometimes, but the next time
you use it, it may crash the WUT? Now that I think about it, I believe
one of the labs in the Admin Part 3 class had the same problem.

 

Does anyone out there have the functionality working flawlessly on a
Windows platform?

 

Thanks,

Andy L. Mayfield 
System Operation Specialist 
Alabama Power Company 
Office: 8-226-1805 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Greg Elphick
Sent: Tuesday, May 08, 2007 8:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Vertical Nav Field

 

Hi Andy

 

Make sure the fire work flow again says fire workflow on selected item
on the navigation properties tab.

 

Greg

 



From: "Action Request System discussion list(ARSList)"


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Re: DSL console not displaying data

[White, Ed]

RIck,
 
I don't know if you followed the instructions where you only tried to do one
import at a time.  If you did that will not work.  There is a KB that says
that you actually have to click all the boxes on the import console and start
the import.  This will take about 5 hours, but it does get the job done.
 
Hopes this helps.
 
 

Ed White 
Senior Systems Consultant 
The Ohio State University Medical Center 
640 Ackerman Road 
PO Box 183111 
Columbus, Ohio 43218-3111 
(614) 293-2089 (phone) 
[EMAIL PROTECTED] 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 08, 2007 5:03 PM
To: arslist@ARSLIST.ORG
Subject: DSL console not displaying data


** 
I selected the option to import the DSL data when I installed Problem
Management, and just got done going through the steps on the
PDL:ESIDImportConsole form to update the attributes of the DSL records.
 
If I do a search of the individual PDL:ESID forms, there are many records
there (up to about 80K), but the DSL console will not display any records at
all, even with a global search.  The tree table field on the DSL console
pullls data from the PDL:ProductDictionaryPatch form, and there are ZERO
records returned from a global search against that join form.
 
I verified that the user I am logged in as has DSL Master and Viewer access,
as well as Config Categorization Admin.
 
What should I do to refresh this data?  Is it safe to just delete and
re-import the records?  Would it do any good if I did?  If so, the KB says
that there are Import mappings in the application install directories, but
I've done several searches for .arm files, and there aren't ANY.  I'm
thinking that's at least a documentation bug at this point.
 
ITSM 7.0.2 patch 3
 
Rick Cook
__20060125___This posting was submitted with HTML in
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Re: Flash boards Error after ARS 7.0.01 patch 002 Upgrade

[Kyle Whitley]

Why do you need to change the java install path? 


Thanks

Kyle

Thomas Bean wrote:

Kyle,
Try adding this line to the top of your startup.sh script for Tomcat (after 
modifying the ):


CATALINA_OPTS="-Xms256m -Xmx1024m -Djava.awt.headless=true -Dsun.java2d.fontpath=install path>/jre/lib/fonts"; export CATALINA_OPTS


This resolved the "NoClassDefFoundError" for me.

--Thomas

- Original Message - 
From: "Kyle Whitley" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, May 08, 2007 13:51
Subject: Flash boards Error after ARS 7.0.01 patch 002 Upgrade


I have been getting the following in both the user client and via a
browser when attempting to view any flashboard. Any ideas?

ARS 7.0.1 patch 002 (server and mid tier)
Apache 2
Tomcat 5.5
Oracle
Solaris

javax.servlet.ServletException: Servlet execution threw an exception

*root cause*

java.lang.NoClassDefFoundError
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.(Unknown Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.(Unknown Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters$Factory.create(Unknown 
Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters$Factory.createFromString(Unknown 
Source)
com.remedy.arsys.fbmidtier.servlet.FBImageUtil$1.createFromString(Unknown 
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList$DefRetrieveInfo.getDefinition(Unknown 
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList$DefRetrieveInfo.access$1000(Unknown 
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList.retrieve(Unknown 
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList.access$400(Unknown 
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl.getDefinitions(Unknown 
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl.getDefinition(Unknown 
Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.getInstance(Unknown 
Source)

com.remedy.arsys.fbmidtier.servlet.FBRequestContext.(Unknown Source)
com.remedy.arsys.fbmidtier.servlet.FBImageUtil.processRequest(Unknown 
Source)
com.remedy.arsys.plugincontainer.impl.PluginServlet.postPluginInfo(Unknown 
Source)
com.remedy.arsys.plugincontainer.impl.PluginContainer.doRequest(Unknown 
Source)

com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source)
com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
javax.servlet.http.HttpServlet.service(HttpServlet.java:802)


  


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

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Re: Vertical Nav Field

[Roger Justice]

I have it working on a display only form that recreates to functionality of the 
Overview Console for the Service Desk so that they can see all open tickets and 
not only their groups. The Vertical Nav field has 2 sections Create and Search. 
I call Incident, Change and Problem create and also Task on search. No problems 
so far. I did send out on the thread that I tried this on the OOB home page and 
it crashed the WUT.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 9 May 2007 9:36 AM
Subject: Re: Vertical Nav Field


The workflow checkbox corrected that problem, but now it is randomly
crashing the WUT when used. It works fine sometimes, but the next time
you use it, it may crash the WUT? Now that I think about it, I believe
one of the labs in the Admin Part 3 class had the same problem.

 

Does anyone out there have the functionality working flawlessly on a
Windows platform?

 

Thanks,

Andy L. Mayfield 
System Operation Specialist 
Alabama Power Company 
Office: 8-226-1805 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Greg Elphick
Sent: Tuesday, May 08, 2007 8:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Vertical Nav Field

 

Hi Andy

 

Make sure the fire work flow again says fire workflow on selected item
on the navigation properties tab.

 

Greg

 



From: "Action Request System discussion list(ARSList)"

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AOL now offers free email to everyone.  Find out more about what's free from 
AOL at AOL.com.

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Re: DSL console not displaying data

[Rick Cook]

Yes, I did follow the instructions (silly me!).  All of the records appear
to be imported, but most of them are without the correct status value.  Any
idea how I recover from where I am?
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of White, Ed
Sent: Wednesday, May 09, 2007 6:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


** 
RIck,
 
I don't know if you followed the instructions where you only tried to do one
import at a time.  If you did that will not work.  There is a KB that says
that you actually have to click all the boxes on the import console and
start the import.  This will take about 5 hours, but it does get the job
done.
 
Hopes this helps.
 
 

Ed White 
Senior Systems Consultant 
The Ohio State University Medical Center 
640 Ackerman Road 
PO Box 183111 
Columbus, Ohio 43218-3111 
(614) 293-2089 (phone) 
[EMAIL PROTECTED] 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 08, 2007 5:03 PM
To: arslist@ARSLIST.ORG
Subject: DSL console not displaying data


** 
I selected the option to import the DSL data when I installed Problem
Management, and just got done going through the steps on the
PDL:ESIDImportConsole form to update the attributes of the DSL records.
 
If I do a search of the individual PDL:ESID forms, there are many records
there (up to about 80K), but the DSL console will not display any records at
all, even with a global search.  The tree table field on the DSL console
pullls data from the PDL:ProductDictionaryPatch form, and there are ZERO
records returned from a global search against that join form.
 
I verified that the user I am logged in as has DSL Master and Viewer access,
as well as Config Categorization Admin.
 
What should I do to refresh this data?  Is it safe to just delete and
re-import the records?  Would it do any good if I did?  If so, the KB says
that there are Import mappings in the application install directories, but
I've done several searches for .arm files, and there aren't ANY.  I'm
thinking that's at least a documentation bug at this point.
 
ITSM 7.0.2 patch 3
 
Rick Cook
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___ 

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Re: Flash boards Error after ARS 7.0.01 patch 002 Upgrade

[Thomas Bean]

Just change  to reference the correct path on your system 
to the /jre/lib/fonts directory.

- Original Message - 
From: "Kyle Whitley" <[EMAIL PROTECTED]>
Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, May 09, 2007 08:59
Subject: Re: Flash boards Error after ARS 7.0.01 patch 002 Upgrade


Why do you need to change the java install path?

Thanks

Kyle

Thomas Bean wrote:
> Kyle,
> Try adding this line to the top of your startup.sh script for Tomcat 
> (after
> modifying the ):
>
> CATALINA_OPTS="-Xms256m -Xmx1024m -Djava.awt.headless=true 
> -Dsun.java2d.fontpath= install path>/jre/lib/fonts"; export CATALINA_OPTS
>
> This resolved the "NoClassDefFoundError" for me.
>
> --Thomas
>
> - Original Message - 
> From: "Kyle Whitley" <[EMAIL PROTECTED]>
> Newsgroups: gmane.comp.crm.arsystem.general
> To: 
> Sent: Tuesday, May 08, 2007 13:51
> Subject: Flash boards Error after ARS 7.0.01 patch 002 Upgrade
>
>
> I have been getting the following in both the user client and via a
> browser when attempting to view any flashboard. Any ideas?
>
> ARS 7.0.1 patch 002 (server and mid tier)
> Apache 2
> Tomcat 5.5
> Oracle
> Solaris
>
> javax.servlet.ServletException: Servlet execution threw an exception
>
> *root cause*
>
> java.lang.NoClassDefFoundError
> com.remedy.arsys.fbmidtier.servlet.FlashletParameters.(Unknown 
> Source)
> com.remedy.arsys.fbmidtier.servlet.FlashletParameters.(Unknown 
> Source)
> com.remedy.arsys.fbmidtier.servlet.FlashletParameters$Factory.create(Unknown
> Source)
> com.remedy.arsys.fbmidtier.servlet.FlashletParameters$Factory.createFromString(Unknown
> Source)
> com.remedy.arsys.fbmidtier.servlet.FBImageUtil$1.createFromString(Unknown
> Source)
> com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList$DefRetrieveInfo.getDefinition(Unknown
> Source)
> com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList$DefRetrieveInfo.access$1000(Unknown
> Source)
> com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList.retrieve(Unknown
> Source)
> com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList.access$400(Unknown
> Source)
> com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl.getDefinitions(Unknown
> Source)
> com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl.getDefinition(Unknown
> Source)
> com.remedy.arsys.fbmidtier.servlet.FlashletParameters.getInstance(Unknown
> Source)
> com.remedy.arsys.fbmidtier.servlet.FBRequestContext.(Unknown Source)
> com.remedy.arsys.fbmidtier.servlet.FBImageUtil.processRequest(Unknown
> Source)
> com.remedy.arsys.plugincontainer.impl.PluginServlet.postPluginInfo(Unknown
> Source)
> com.remedy.arsys.plugincontainer.impl.PluginContainer.doRequest(Unknown
> Source)
> com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source)
> com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
> javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
> javax.servlet.http.HttpServlet.service(HttpServlet.java:802)
>
>
>

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

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Re: Flash boards Error after ARS 7.0.01 patch 002 Upgrade

[Kyle Whitley]

Now I am on the same page.  Thanks for the clarification.

Kyle

Thomas Bean wrote:
Just change  to reference the correct path on your system 
to the /jre/lib/fonts directory.


- Original Message - 
From: "Kyle Whitley" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, May 09, 2007 08:59
Subject: Re: Flash boards Error after ARS 7.0.01 patch 002 Upgrade


Why do you need to change the java install path?

Thanks

Kyle

Thomas Bean wrote:
  

Kyle,
Try adding this line to the top of your startup.sh script for Tomcat 
(after

modifying the ):

CATALINA_OPTS="-Xms256m -Xmx1024m -Djava.awt.headless=true 
-Dsun.java2d.fontpath=/jre/lib/fonts"; export CATALINA_OPTS

This resolved the "NoClassDefFoundError" for me.

--Thomas

- Original Message - 
From: "Kyle Whitley" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, May 08, 2007 13:51
Subject: Flash boards Error after ARS 7.0.01 patch 002 Upgrade


I have been getting the following in both the user client and via a
browser when attempting to view any flashboard. Any ideas?

ARS 7.0.1 patch 002 (server and mid tier)
Apache 2
Tomcat 5.5
Oracle
Solaris

javax.servlet.ServletException: Servlet execution threw an exception

*root cause*

java.lang.NoClassDefFoundError
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.(Unknown 
Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.(Unknown 
Source)

com.remedy.arsys.fbmidtier.servlet.FlashletParameters$Factory.create(Unknown
Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters$Factory.createFromString(Unknown
Source)
com.remedy.arsys.fbmidtier.servlet.FBImageUtil$1.createFromString(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList$DefRetrieveInfo.getDefinition(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList$DefRetrieveInfo.access$1000(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList.retrieve(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList.access$400(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl.getDefinitions(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl.getDefinition(Unknown
Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.getInstance(Unknown
Source)
com.remedy.arsys.fbmidtier.servlet.FBRequestContext.(Unknown Source)
com.remedy.arsys.fbmidtier.servlet.FBImageUtil.processRequest(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.PluginServlet.postPluginInfo(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.PluginContainer.doRequest(Unknown
Source)
com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source)
com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
javax.servlet.http.HttpServlet.service(HttpServlet.java:802)






  


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

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Re: DSL console not displaying data

[White, Ed]

I deleted all data from DLS regular forms.  Then downloaded the DSL patch
which included instructions for uploading the lastest data.  It also included
the latests data.  Then I did the imports checking all check boxes and doing
the import.  
 
The WUT locks gives the hour glass for a several hours, and the data imports.

Ed White 
Senior Systems Consultant 
The Ohio State University Medical Center 
640 Ackerman Road 
PO Box 183111 
Columbus, Ohio 43218-3111 
(614) 293-2089 (phone) 
[EMAIL PROTECTED] 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


** 
Yes, I did follow the instructions (silly me!).  All of the records appear to
be imported, but most of them are without the correct status value.  Any idea
how I recover from where I am?
 
Rick 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of White, Ed
Sent: Wednesday, May 09, 2007 6:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


** 
RIck,
 
I don't know if you followed the instructions where you only tried to do one
import at a time.  If you did that will not work.  There is a KB that says
that you actually have to click all the boxes on the import console and start
the import.  This will take about 5 hours, but it does get the job done.
 
Hopes this helps.
 
 

Ed White 
Senior Systems Consultant 
The Ohio State University Medical Center 
640 Ackerman Road 
PO Box 183111 
Columbus, Ohio 43218-3111 
(614) 293-2089 (phone) 
[EMAIL PROTECTED] 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 08, 2007 5:03 PM
To: arslist@ARSLIST.ORG
Subject: DSL console not displaying data


** 
I selected the option to import the DSL data when I installed Problem
Management, and just got done going through the steps on the
PDL:ESIDImportConsole form to update the attributes of the DSL records.
 
If I do a search of the individual PDL:ESID forms, there are many records
there (up to about 80K), but the DSL console will not display any records at
all, even with a global search.  The tree table field on the DSL console
pullls data from the PDL:ProductDictionaryPatch form, and there are ZERO
records returned from a global search against that join form.
 
I verified that the user I am logged in as has DSL Master and Viewer access,
as well as Config Categorization Admin.
 
What should I do to refresh this data?  Is it safe to just delete and
re-import the records?  Would it do any good if I did?  If so, the KB says
that there are Import mappings in the application install directories, but
I've done several searches for .arm files, and there aren't ANY.  I'm
thinking that's at least a documentation bug at this point.
 
ITSM 7.0.2 patch 3
 
Rick Cook
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___ __20060125___This posting was submitted with
HTML in it___ 

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Re: DSL console not displaying data

[White, Ed]

I deleted all data from DLS regular forms.  Then downloaded the DSL patch
which included instructions for uploading the lastest data.  It also included
the latests data.  Then I did the imports checking all check boxes and doing
the import.  Not certain that the deletion of the data is a requirement with
the patch, since arimport is used to get the data.
 
The WUT locks gives the hour glass for a several hours, and the data imports.

Ed White 
Senior Systems Consultant 
The Ohio State University Medical Center 
640 Ackerman Road 
PO Box 183111 
Columbus, Ohio 43218-3111 
(614) 293-2089 (phone) 
[EMAIL PROTECTED] 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


** 
Yes, I did follow the instructions (silly me!).  All of the records appear to
be imported, but most of them are without the correct status value.  Any idea
how I recover from where I am?
 
Rick 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of White, Ed
Sent: Wednesday, May 09, 2007 6:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


** 
RIck,
 
I don't know if you followed the instructions where you only tried to do one
import at a time.  If you did that will not work.  There is a KB that says
that you actually have to click all the boxes on the import console and start
the import.  This will take about 5 hours, but it does get the job done.
 
Hopes this helps.
 
 

Ed White 
Senior Systems Consultant 
The Ohio State University Medical Center 
640 Ackerman Road 
PO Box 183111 
Columbus, Ohio 43218-3111 
(614) 293-2089 (phone) 
[EMAIL PROTECTED] 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 08, 2007 5:03 PM
To: arslist@ARSLIST.ORG
Subject: DSL console not displaying data


** 
I selected the option to import the DSL data when I installed Problem
Management, and just got done going through the steps on the
PDL:ESIDImportConsole form to update the attributes of the DSL records.
 
If I do a search of the individual PDL:ESID forms, there are many records
there (up to about 80K), but the DSL console will not display any records at
all, even with a global search.  The tree table field on the DSL console
pullls data from the PDL:ProductDictionaryPatch form, and there are ZERO
records returned from a global search against that join form.
 
I verified that the user I am logged in as has DSL Master and Viewer access,
as well as Config Categorization Admin.
 
What should I do to refresh this data?  Is it safe to just delete and
re-import the records?  Would it do any good if I did?  If so, the KB says
that there are Import mappings in the application install directories, but
I've done several searches for .arm files, and there aren't ANY.  I'm
thinking that's at least a documentation bug at this point.
 
ITSM 7.0.2 patch 3
 
Rick Cook
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___ __20060125___This posting was submitted with
HTML in it___ 

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To create a GUID from the C API

[George Tsai]

Hello,
I seem not able to find any C API function related to the GUID.
How do you create a GUID from the C API? 


Thanks.

George Tsai
IT Systems Architecture - Request Management Systems
Walgreens Co.
847-914-5210

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Re: To create a GUID from the C API

[Misi Mladoniczky]

Hi George,

Either do a ARExecuteProcess("Application-Generate-GUID xxx"), to retrieve
one from the server.

Or create one of your own. It should not be very hard, and would save a
call to the server.

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

> Hello,
> I seem not able to find any C API function related to the GUID.
> How do you create a GUID from the C API?
>
>
> Thanks.
>
> George Tsai
> IT Systems Architecture - Request Management Systems
> Walgreens Co.
> 847-914-5210
>
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> the Answers Are"

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Re: DSL console not displaying data

[Axton]

This was my experience as well.  Once the installer (.bat file)
finishes importing, there is a secondary step within a form to import
the data.  Once I did this, the data all shows in the DSL frontend.

Axton Grams

On 5/9/07, White, Ed <[EMAIL PROTECTED]> wrote:

**

I deleted all data from DLS regular forms.  Then downloaded the DSL patch
which included instructions for uploading the lastest data.  It also
included the latests data.  Then I did the imports checking all check boxes
and doing the import.  Not certain that the deletion of the data is a
requirement with the patch, since arimport is used to get the data.

The WUT locks gives the hour glass for a several hours, and the data
imports.

Ed White
Senior Systems Consultant
The Ohio State University Medical Center
640 Ackerman Road
PO Box 183111
Columbus, Ohio 43218-3111
(614) 293-2089 (phone)
[EMAIL PROTECTED]


 
 From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 10:05 AM

To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


**
Yes, I did follow the instructions (silly me!).  All of the records appear
to be imported, but most of them are without the correct status value.  Any
idea how I recover from where I am?

Rick 
 From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of White, Ed
Sent: Wednesday, May 09, 2007 6:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


**
RIck,

I don't know if you followed the instructions where you only tried to do one
import at a time.  If you did that will not work.  There is a KB that says
that you actually have to click all the boxes on the import console and
start the import.  This will take about 5 hours, but it does get the job
done.

Hopes this helps.



Ed White
Senior Systems Consultant
The Ohio State University Medical Center
640 Ackerman Road
PO Box 183111
Columbus, Ohio 43218-3111
(614) 293-2089 (phone)
[EMAIL PROTECTED]


 
 From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 08, 2007 5:03 PM
To: arslist@ARSLIST.ORG
Subject: DSL console not displaying data


**
I selected the option to import the DSL data when I installed Problem
Management, and just got done going through the steps on the
PDL:ESIDImportConsole form to update the attributes of the DSL records.

If I do a search of the individual PDL:ESID forms, there are many records
there (up to about 80K), but the DSL console will not display any records at
all, even with a global search.  The tree table field on the DSL console
pullls data from the PDL:ProductDictionaryPatch form, and there are ZERO
records returned from a global search against that join form.

I verified that the user I am logged in as has DSL Master and Viewer access,
as well as Config Categorization Admin.

What should I do to refresh this data?  Is it safe to just delete and
re-import the records?  Would it do any good if I did?  If so, the KB says
that there are Import mappings in the application install directories, but
I've done several searches for .arm files, and there aren't ANY.  I'm
thinking that's at least a documentation bug at this point.

ITSM 7.0.2 patch 3

Rick Cook__20060125___This posting was
submitted with HTML in it___
__20060125___This posting was submitted
with HTML in it___ __20060125___This
posting was submitted with HTML in it___
 __20060125___This posting was
submitted with HTML in it___


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Re: DSL console not displaying data

[Rick Cook]

I looked at that patch (DSL patch 3) yesterday, specifically at whether it
had more current data than the IM patch 3 included with it - it had files
dated a month EARLIER (October 2006) than those included with the ITSM 7.0.2
patch 3 distribution.  Since I still have those data files in the install
directory, I will let the installer use those.
 
I'm still checking to see if there's anything useful in the DSL patch 1516 -
it may have some code updates that are worth importing.  Given BMC's recent
track record on patches, I'm not installing it until I am 100% clear on what
it will do to my existing system.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of White, Ed
Sent: Wednesday, May 09, 2007 7:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


** 
I deleted all data from DLS regular forms.  Then downloaded the DSL patch
which included instructions for uploading the lastest data.  It also
included the latests data.  Then I did the imports checking all check boxes
and doing the import.  Not certain that the deletion of the data is a
requirement with the patch, since arimport is used to get the data.
 
The WUT locks gives the hour glass for a several hours, and the data
imports.

Ed White 
Senior Systems Consultant 
The Ohio State University Medical Center 
640 Ackerman Road 
PO Box 183111 
Columbus, Ohio 43218-3111 
(614) 293-2089 (phone) 
[EMAIL PROTECTED] 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


** 
Yes, I did follow the instructions (silly me!).  All of the records appear
to be imported, but most of them are without the correct status value.  Any
idea how I recover from where I am?
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of White, Ed
Sent: Wednesday, May 09, 2007 6:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data


** 
RIck,
 
I don't know if you followed the instructions where you only tried to do one
import at a time.  If you did that will not work.  There is a KB that says
that you actually have to click all the boxes on the import console and
start the import.  This will take about 5 hours, but it does get the job
done.
 
Hopes this helps.
 
 

Ed White 
Senior Systems Consultant 
The Ohio State University Medical Center 
640 Ackerman Road 
PO Box 183111 
Columbus, Ohio 43218-3111 
(614) 293-2089 (phone) 
[EMAIL PROTECTED] 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 08, 2007 5:03 PM
To: arslist@ARSLIST.ORG
Subject: DSL console not displaying data


** 
I selected the option to import the DSL data when I installed Problem
Management, and just got done going through the steps on the
PDL:ESIDImportConsole form to update the attributes of the DSL records.
 
If I do a search of the individual PDL:ESID forms, there are many records
there (up to about 80K), but the DSL console will not display any records at
all, even with a global search.  The tree table field on the DSL console
pullls data from the PDL:ProductDictionaryPatch form, and there are ZERO
records returned from a global search against that join form.
 
I verified that the user I am logged in as has DSL Master and Viewer access,
as well as Config Categorization Admin.
 
What should I do to refresh this data?  Is it safe to just delete and
re-import the records?  Would it do any good if I did?  If so, the KB says
that there are Import mappings in the application install directories, but
I've done several searches for .arm files, and there aren't ANY.  I'm
thinking that's at least a documentation bug at this point.
 
ITSM 7.0.2 patch 3
 
Rick Cook
__20060125___This posting was submitted with HTML in
it___ __20060125___This posting was submitted with HTML
in it___ __20060125___This posting was submitted with
HTML in it___ __20060125___This posting was submitted
with HTML in it___ 

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Midtier 7.01 p2 install errror on new server

[Dignard, Norman]

New Itanium server with HPUX 11.31 .  Installing midtier only using HP's
apache & tomcat . At the end of the midtier install  I get the following
message:

 

 Exception in thread "main" java.lang.UnsatisfiedLinkError: no
arutiljni70 in jav

a.library.path

at java.lang.ClassLoader.loadLibrary(ClassLoader.java:1707)

at java.lang.Runtime.loadLibrary0(Runtime.java:822)

at java.lang.System.loadLibrary(System.java:992)

at com.remedy.arsys.util.ARUtilEgcp.(ARUtilEgcp.java:7)

at CRPass.main(CRPass.java:22)

 

 

Is this a problem and how do I resolves this ?

Regards,

Norm Dignard

 


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Re: ITSM 7.0.x Patch 004

[Rick Cook]

I just got done giving a hard look at the p4 release notes, and I have to
agree with you, Chris - there are a few serious issues addressed there that
might make this one worth my while.  I'm giving serious consideration to
installing this one, depending on when they formally release it.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, May 07, 2007 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

I define VERY compelling as many of the current problems we have encountered
with the ITSM 7 suite patch 003 that have caused me to defer implementation
until they are fixed; I am hoping that patch 004 will fix some of them, but
I won't believe it until we install it and test it again with live users.
Until then, the application suite simply is not ready for production use,
and I refuse to inflict it upon people who are trying to get real work done
(and succeeding today with ITSM 5.5.1).

The way the patches work will continue to endanger any customizations, and
there will have to be some before we can put it into production since the
customer search dialogs fail to follow even previous ITSM apps, and do not
provide for searches on the login name - our key identifier for who the
customer is.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, May 07, 2007 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

Lovely.  I think it's time for someone with a big thinking cap at BMC to
take a bit of time to think up and implement a patch process that customers
WANT to follow; one that is worth the investment of time and effort.  The
current one doesn't have any sane person doing handsprings in the hallways.
Maybe they're hamstrung by some flaws in the application architecture, but
that shouldn't be the customer's problem to deal with.

I just installed patch 3, and would have to see a VERY compelling reason to
patch further.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, May 07, 2007 9:01 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.0.x Patch 004

Has anyone seen or heard anything further on the patch 004 developed for
Change Management 7.x and the Service Desk 7.x applications?  The technical
bulletins went out last Wednesday, and are available on SupportWeb under
documentation, but the patches themselves have yet to appear in the "Patch
Downloads for BMC Remedy Products" interface.
Rooting around in the ftp paths I found their files dated 4-18-2007, and the
readme's indicate that they will be rather involved to install, with the
added attraction of destroying the incident management task template add-on
(which has a serious flaw, anyway) and I have to assume that they will also
wipe out the Remedy Knowledge Management integrations that I have had to add
manually to the incident, problem, and service request forms.  Seems like
these application patches break as much as they fix, in their current
incarnations.

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



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Re: Midtier 7.01 p2 install errror on new server

[Axton]

This is a problem.  To resolve it, make sure the path and/or the
LD_LIBRARY_PATH include the location of the remedy api files.  You can
safely use the files located in /path/to/remedy/api/lib directory.

There are other alternatives to address this as well:
- place the files located in midtier/WEB-INF/lib in the tomcat shared
library directory

If you deploy other apps that use the remedy jni, you will be forced
to place them somewhere in the tomcat classloader.

Axton Grams

On 5/9/07, Dignard, Norman <[EMAIL PROTECTED]> wrote:

**



New Itanium server with HPUX 11.31 .  Installing midtier only using HP's
apache & tomcat . At the end of the midtier install  I get the following
message:



 Exception in thread "main" java.lang.UnsatisfiedLinkError: no arutiljni70
in jav

a.library.path

at
java.lang.ClassLoader.loadLibrary(ClassLoader.java:1707)

at java.lang.Runtime.loadLibrary0(Runtime.java:822)

at java.lang.System.loadLibrary(System.java:992)

at
com.remedy.arsys.util.ARUtilEgcp.(ARUtilEgcp.java:7)

at CRPass.main(CRPass.java:22)





Is this a problem and how do I resolves this ?


Regards,

Norm Dignard

  __20060125___This posting was
submitted with HTML in it___


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CN=Tambre L Hornsby/OU=AC/O=VCU is out of the office.

[Tambre L Hornsby/AC/VCU]

I will be out of the office starting  05/09/2007 and will not return until
05/21/2007.

If this is a emegency please contact the Help Desk at 828-2227.

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Re: Why Import People into ITSM 7 at All?

[Robert Molenda]

Very valid points on "all views and sides" of this conundrum...

 

Every customer's situation is unique, and has to be handled accordingly.

 

Many customers continue to struggle with the "Unique Data Source" for
many items, and the "people information" is just one of them. (take
Discovery / inventory tools between Unix / windows as an example)

 

Sometimes it is a very difficult and diverse topology of systems and
processes which even further complicate the issue concerning this data.

 

However, in order to provide timely and guaranteed service(s) as an ITSM
application this data "must exist somewhere".

 

At one point, during the implementation discussions of our "IDMS
(Identity Management System) -eDir solution" it was discussed as to
"what application", and obviously with the flexibility, ARSystem was on
the list... In the end, it was a tie between eDir and a ARSystem based
solution and the decision was to go with eDir. Fortunately for me, this
puts all of the "process issues" (which change on a daily cycle) in the
hands of the eDir team instead of mine :-)

 

I believe the main points in having the data inside ITSM, are:

 

You can sanity check / Clean Up the data during the data-feed-process to
prevent failures in your system (field length, value selections, etc).

 

ITSM 7 extends the permission-model using this information, and is
required for User setup (if you stay inside the box).

 

If the ITSM Application is functional, so is the "people data", because
if AD/eDir/SAP/xxx is down -or- has performance issues, the users
complain about the ITSM application and not the connected data-source

 

Unfortunately, or really fortunately for us, nothing is the same "cookie
cutter setup" at any 2 locations. Many times there are different
implementations of ITSM inside the same company. 

 

Of course this leaves me at the conundrum point to ask:

 

If companies consider people Assets instead of Expenses, why CTM:People
and not CMDB->Person Information???

 

CMDB has "Federated Data" concepts already!

 

Whoops, that is another can of worms :-)

 

GOOD TOPIC AND COMMENTS THOUGH!!! I know I like this list for things
other than "it is broken"...

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 


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Login.jsp Manipulation

[L. J. Head]

I, as most of us do, have users that bookmark the login screen

http:///arsys/shared/login.jsp

When they do that they get an error about not having all of the parameters
mapped, they click the 'return to home' button...re-login and they get to
the home page.  I got sick of fielding these production support questions so
I came to the list and inquired about how to eliminate them.  I was told
that if I change these two lines it would work grand




If you hard-code those two lines with values it works great...any time
anyone gets to the login page and login they go to the home pagewhich is
great with exception of hard coded URL's that are designed to take them to
specific entries instead of the home page.  So I got the brilliant idea to
Check to see if nextPage is null...and if it is...set it to /arsys/home...if
not...let it be what it isbut there is the rub...I'm not a JavaScript
GURU to be able to do that...any suggestions?...I've tried several things I
found on the web for checking JSP variables via Javascript but none of them
seem able to properly return the current value of nextPage.

TIA

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Re: Need help with filter qual

[SUBSCRIBE arslist Neel]

Rick & Fred,

Thank you for your input. Turned out that we have record-locking in
place. So when a user clicks a record, it's locked by him/her so that
another user can not modify it at the same time.

And the active link that executes on double-click pushes user-name to
the record-lock tempfield which cause the filter to fire as it's an
"update". I'll have to re-think about how to handle this (update the
incident only when there's an actual update and not update due to
record-locking).

Thank you everybody for helping me out, this list rocks!! :)

Neel Gautam.
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Ponzo
Sent: Monday, May 07, 2007 7:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need help with filter qual

It sound like you may have some workflow that is doing a "Commit 
Changes" even if nothing is changed.  One way to check that is to open 
an incident and close it without making any changes and see if the 
modified date reflects a change.

You can also use the modified date field to determine if an incident was

just updated by the logged-in use.

Rick Ponzo
Integrits Corporation


SUBSCRIBE arslist Neel wrote:
> Fred,
>
> That's a great point!! But then it'll leave another question. What is
> user modifies the incident WITHOUT changing the status? Is there
anyways
> we can say that a particular incident want modified by logged-in user?
> It could be any change and not just status.
>
> ~ Neel.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
> Sent: Monday, May 07, 2007 4:34 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Need help with filter qual
>
> If you don't change status on a form then 'TR.Status' is NULL so it
will
> not match the database.
>
> Change that part to   ( 'Status' != 'DB.Status')
>
> Fred 
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel
> Sent: Monday, May 07, 2007 4:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Need help with filter qual
> Importance: High
>
> Hello fellow-listers,
>
> We have a staging email-form that grabs incoming emails from 'AR
System
> Email Messages' form. When email have Incident number in email
> subject-line, we parse the incident # and open incident in "Modify"
> mode.
>
> Now, we have a filter that executes on HPD:Help Desk on Modify and on
> Submit both.
>
>   The Run If condition is: 
>   ( 'Status' != "New") AND ( 'TR.Status' != 'DB.Status')
>
>   If Action:
>   Push Values to: AR System Email Messages
>
>   Push Filed If:
>   'Incident Number' = $Incident Number$
>
>   If No Request Match: Take No Action
>
>   If Any Request Match: Modify All Matching Requests
>
>   Custom Fields: Status = Assigned.
>
> The filter executes every-time I double-click the email record from
> staging form (double-clicking a record in email staging form opens
> incident window in modify mode) and now here comes a problem:
>
> When the incident window opens up in modify mode, if I close the
> incident window without doing ANYTHING (without modifying and saving
> anything), it STILL processes the email status to "Assigned". I want
to
> be able to tag the email with Assigned status ONLY when I click "Save"
> button on incident form.
>
> Any suggestions?
>
> Thanks in advance,
>
> Neel Gautam.
>
>
> This message is for the designated recipient only and may contain
> privileged, proprietary, or otherwise private information.  If you
have
> received it in error, please notify the sender immediately and delete
> the original.  Any other use of the email by you is prohibited.
>
>

> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
ARSlist:"Where
> the Answers Are"
>
>
> This message is for the designated recipient only and may contain
privileged, proprietary, or otherwise private information.  If you have
received it in error, please notify the sender immediately and delete
the original.  Any other use of the email by you is prohibited.
>
>

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>
>   


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This message is for the designated recipient only and may contain privileged, 
proprietary, or otherwise private information.  If you have received it in 
error, please notify the sender immediately and delete the original.  Any other 
use of the email by you is prohibited.

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Installing ITSM7.0 on Solaris 10

[Emad Zaky]

Hi,
Has anyone faced a situation where you get this message?

Waiting for the server...Ok

and it repeats a random amount of time. Sometimes it works, and sometimes I
have to bounce the services for the installation to move

Thanks
Emad

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Re: Why Import People into ITSM 7 at All?

[strauss]

The main reason I have to put entries for everyone active in eDir into
CTM:People and User is so that I can have the Requester Console and
Remedy Knowledge Management working for our customers
(faculty/staff/students).  They authenticate to eDir via AREA, but need
group membership in Incident Submitter and KMSAC-KMSUser in order to
operate the ITSM 7 console and forms.  Our eDir implementation contains
no group information or structure whatsoever, and since they are in the
throes of bringing up Active Directory and Exchange in the next few
months, they are planning no changes to eDir.
 
I guess I could be talking to them about AD, but since I have always had
a separate forest and will not be added to the enterprise forest, that
may not work.  What would the issues be with moving my integration for
ITSM 7 to AD???  I would need to have some _very_ specific needs defined
- they are completely immersed in a Dell-advised compressed-timeframe
conversion from NDS-GroupWise to AD-Exchange 2007 and not very receptive
to any additional requirements.  They have no immediate plan to drop
eDir since dozens of other campus systems from PeopleSoft to WebCT
authenticate to it the same way that my AR servers do, and draw
directory information from it that it loads from PeopleSoft.

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


  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Wednesday, May 09, 2007 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Why Import People into ITSM 7 at All?


** 

Very valid points on "all views and sides" of this conundrum...

 

Every customer's situation is unique, and has to be handled accordingly.

 

Many customers continue to struggle with the "Unique Data Source" for
many items, and the "people information" is just one of them. (take
Discovery / inventory tools between Unix / windows as an example)

 

Sometimes it is a very difficult and diverse topology of systems and
processes which even further complicate the issue concerning this data.

 

However, in order to provide timely and guaranteed service(s) as an ITSM
application this data "must exist somewhere".

 

At one point, during the implementation discussions of our "IDMS
(Identity Management System) -eDir solution" it was discussed as to
"what application", and obviously with the flexibility, ARSystem was on
the list... In the end, it was a tie between eDir and a ARSystem based
solution and the decision was to go with eDir. Fortunately for me, this
puts all of the "process issues" (which change on a daily cycle) in the
hands of the eDir team instead of mine :-)

 

I believe the main points in having the data inside ITSM, are:

 

You can sanity check / Clean Up the data during the data-feed-process to
prevent failures in your system (field length, value selections, etc).

 

ITSM 7 extends the permission-model using this information, and is
required for User setup (if you stay inside the box).

 

If the ITSM Application is functional, so is the "people data", because
if AD/eDir/SAP/xxx is down -or- has performance issues, the users
complain about the ITSM application and not the connected data-source

 

Unfortunately, or really fortunately for us, nothing is the same "cookie
cutter setup" at any 2 locations. Many times there are different
implementations of ITSM inside the same company. 

 

Of course this leaves me at the conundrum point to ask:

 

If companies consider people Assets instead of Expenses, why CTM:People
and not CMDB->Person Information???

 

CMDB has "Federated Data" concepts already!

 

Whoops, that is another can of worms :-)

 

GOOD TOPIC AND COMMENTS THOUGH!!! I know I like this list for things
other than "it is broken"...

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 

__20060125___This posting was submitted with HTML in
it___ 

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Re: Need help with filter qual

[Grooms, Frederick W]

There have been several threads in the list over the years on record
locking.  I had an occasion where I used a record locks form to hold
which records were locked and who held the lock.  Other people used
direct SQL to update a locked_by and lock_date set of fields (so it
would not update the Last_Modified_By and Modified_Date info).

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel
Sent: Wednesday, May 09, 2007 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need help with filter qual

Rick & Fred,

Thank you for your input. Turned out that we have record-locking in
place. So when a user clicks a record, it's locked by him/her so that
another user can not modify it at the same time.

And the active link that executes on double-click pushes user-name to
the record-lock tempfield which cause the filter to fire as it's an
"update". I'll have to re-think about how to handle this (update the
incident only when there's an actual update and not update due to
record-locking).

Thank you everybody for helping me out, this list rocks!! :)

Neel Gautam.
 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Ponzo
Sent: Monday, May 07, 2007 7:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need help with filter qual

It sound like you may have some workflow that is doing a "Commit
Changes" even if nothing is changed.  One way to check that is to open
an incident and close it without making any changes and see if the
modified date reflects a change.

You can also use the modified date field to determine if an incident was

just updated by the logged-in use.

Rick Ponzo
Integrits Corporation


SUBSCRIBE arslist Neel wrote:
> Fred,
>
> That's a great point!! But then it'll leave another question. What is 
> user modifies the incident WITHOUT changing the status? Is there
anyways
> we can say that a particular incident want modified by logged-in user?
> It could be any change and not just status.
>
> ~ Neel.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
> Sent: Monday, May 07, 2007 4:34 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Need help with filter qual
>
> If you don't change status on a form then 'TR.Status' is NULL so it
will
> not match the database.
>
> Change that part to   ( 'Status' != 'DB.Status')
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Neel
> Sent: Monday, May 07, 2007 4:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Need help with filter qual
> Importance: High
>
> Hello fellow-listers,
>
> We have a staging email-form that grabs incoming emails from 'AR
System
> Email Messages' form. When email have Incident number in email 
> subject-line, we parse the incident # and open incident in "Modify"
> mode.
>
> Now, we have a filter that executes on HPD:Help Desk on Modify and on 
> Submit both.
>
>   The Run If condition is: 
>   ( 'Status' != "New") AND ( 'TR.Status' != 'DB.Status')
>
>   If Action:
>   Push Values to: AR System Email Messages
>
>   Push Filed If:
>   'Incident Number' = $Incident Number$
>
>   If No Request Match: Take No Action
>
>   If Any Request Match: Modify All Matching Requests
>
>   Custom Fields: Status = Assigned.
>
> The filter executes every-time I double-click the email record from 
> staging form (double-clicking a record in email staging form opens 
> incident window in modify mode) and now here comes a problem:
>
> When the incident window opens up in modify mode, if I close the 
> incident window without doing ANYTHING (without modifying and saving 
> anything), it STILL processes the email status to "Assigned". I want
to
> be able to tag the email with Assigned status ONLY when I click "Save"
> button on incident form.
>
> Any suggestions?
>
> Thanks in advance,
>
> Neel Gautam.
>
>
> This message is for the designated recipient only and may contain 
> privileged, proprietary, or otherwise private information.  If you
have
> received it in error, please notify the sender immediately and delete 
> the original.  Any other use of the email by you is prohibited.
>
>

> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
ARSlist:"Where
> the Answers Are"
>
>
> This message is for the designated recipient only and may contain
privileged, proprietary, or otherwise private information.  If you have
received it in error, please notify the sender immediately and delete
the original.  Any other use of the email by you is prohibited.
>
>

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Re: Installing ITSM7.0 on Solaris 10

[Jarl Grøneng]

Yes, got this on all servers I have installed ITSM.

On one server it takes approx 15 minutes to restart the server, and
the installation scripts wait for the server to be avaible.

Why it takes 15 minutes to restart? It got more than 200k records in
field_dispprop to fetch...

--
Jarl

On 5/9/07, Emad Zaky <[EMAIL PROTECTED]> wrote:

**
Hi,
Has anyone faced a situation where you get this message?

Waiting for the server...Ok

and it repeats a random amount of time. Sometimes it works, and sometimes I
have to bounce the services for the installation to move

Thanks
Emad __20060125___This posting was
submitted with HTML in it___


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Interesting Quirk

[L. J. Head]

I'm working on creating a new Control Panel.  Two of the fields they want to
display are the Last Modified By and Modified Date fields.  I opened up the
source form and copied the fields from that form onto my control panel.  I
tried to save...it complains that I cannot use field ID's in the < 100
range...so those fields cannot be saved...interestingly enough when I was
moving things around I tried to actually delete these fields from the
form...it complained that I cannot delete core fieldsso I had to go into
the DB tab for both fields...remove their Field ID's before I could delete
the non created fields off of my form...interesting logic...I can't create
the fields because they are reserved...but I also can't create them for the
same reason.

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Re: ITSM 7.0.x Patch 004

[strauss]

I am hoping that they actually have some fixes in there (Patch 004) that
work properly - this morning I got a patch to RKM (7.1.01.1057) that
actually appears to have solved my problems with searching/displaying
RightAnswers content properly under the General index.  This has _never_
worked correctly, through _many_ different iterations of that software,
so there is hope that some of the ITSM bugs will finally be addressed as
well. Of course, none of the 7 defects I have open were included in the
Patch 004 fix list; maybe by Patch 005, or 7.1...

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

I just got done giving a hard look at the p4 release notes, and I have
to agree with you, Chris - there are a few serious issues addressed
there that might make this one worth my while.  I'm giving serious
consideration to installing this one, depending on when they formally
release it.

Rick

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Re: Interesting Quirk

[Rick Cook]

That's a characteristic of using a Display Only form - there are no core
fields.  You'll have to use fields outside the reserved range, and either
push or set values in them.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Wednesday, May 09, 2007 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Interesting Quirk

I'm working on creating a new Control Panel.  Two of the fields they want to
display are the Last Modified By and Modified Date fields.  I opened up the
source form and copied the fields from that form onto my control panel.  I
tried to save...it complains that I cannot use field ID's in the < 100
range...so those fields cannot be saved...interestingly enough when I was
moving things around I tried to actually delete these fields from the
form...it complained that I cannot delete core fieldsso I had to go into
the DB tab for both fields...remove their Field ID's before I could delete
the non created fields off of my form...interesting logic...I can't create
the fields because they are reserved...but I also can't create them for the
same reason.


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Java.lang.NullPOinterException error in outgoing email messages

[Dwayne Martin]

Hi Everyone,

We are trying to get a new Remedy system going on a Red-Hat
Linux server (ARS 7.01 patch 2).  Most outgoing AR System
Email Messages entries show an error log (AR System Email
Error Logs) that says:

null 
java.lang.NullPointerException
at
com.remedy.arsys.emaildaemon.CreatorModule.createMessageHeader(CreatorModule.java:1619)
at
com.remedy.arsys.emaildaemon.CreatorModule.createMessage(CreatorModule.java:1401)
at
com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:432)
at
com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)
at java.lang.Thread.run(Thread.java:534)

The email does go out in spite of the error message. 
Occasionally one slips thru without this error.  Most of the
time the "Send Message" field changes to "Error", but
sometimes it changes to "Sent" in spite of the java error. 
The same filter or escalation can send out the same email at
different times, and sometimes the error log will get created
and sometimes it won't.

I've tried turning on debugging but wasn't able to find any
errors that told me anything.

Any ideas?

Dwayne Martin
Computing Support
James Madison University

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Email Attachment into a ticket attachment pool

[Pierce, Amanda (TBS)]

All,

I have seen similar threads, but I haven't found an answer yet.

 

I have some emails that are forwarded to our system where based on the
subject line a ticket is created. If an attachment is included I would
like to have this attachment added to the Ticket's attachment pool. Any
ideas?

There has to be a way to do it seeing as though you can send a template
email in to submit a ticket with an attachment and it happens? I just
need to know how to do it when it's not in a template format.

 

Thanks!

 

Amanda Pierce

PDS Client Systems Development

Technology Services

Turner Broadcasting System, Inc

404-827-2959

Please use http://sos   to submit a technology request.

 

  


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<>

Re: Interesting Quirk

[L. J. Head]

I know...and I agree...I just thought that it was weird that I couldn't
create them...and then when I went to delete them it errored as well...:) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 1:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interesting Quirk

That's a characteristic of using a Display Only form - there are no core
fields.  You'll have to use fields outside the reserved range, and either
push or set values in them.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: Wednesday, May 09, 2007 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Interesting Quirk

I'm working on creating a new Control Panel.  Two of the fields they want to
display are the Last Modified By and Modified Date fields.  I opened up the
source form and copied the fields from that form onto my control panel.  I
tried to save...it complains that I cannot use field ID's in the < 100
range...so those fields cannot be saved...interestingly enough when I was
moving things around I tried to actually delete these fields from the
form...it complained that I cannot delete core fieldsso I had to go into
the DB tab for both fields...remove their Field ID's before I could delete
the non created fields off of my form...interesting logic...I can't create
the fields because they are reserved...but I also can't create them for the
same reason.


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Re: Flash boards Error after ARS 7.0.01 patch 002 Upgrade

[Kyle Whitley]

That took care of the issue.

Thanks

Kyle

Thomas Bean wrote:
Just change  to reference the correct path on your system 
to the /jre/lib/fonts directory.


- Original Message - 
From: "Kyle Whitley" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Wednesday, May 09, 2007 08:59
Subject: Re: Flash boards Error after ARS 7.0.01 patch 002 Upgrade


Why do you need to change the java install path?

Thanks

Kyle

Thomas Bean wrote:
  

Kyle,
Try adding this line to the top of your startup.sh script for Tomcat 
(after

modifying the ):

CATALINA_OPTS="-Xms256m -Xmx1024m -Djava.awt.headless=true 
-Dsun.java2d.fontpath=/jre/lib/fonts"; export CATALINA_OPTS

This resolved the "NoClassDefFoundError" for me.

--Thomas

- Original Message - 
From: "Kyle Whitley" <[EMAIL PROTECTED]>

Newsgroups: gmane.comp.crm.arsystem.general
To: 
Sent: Tuesday, May 08, 2007 13:51
Subject: Flash boards Error after ARS 7.0.01 patch 002 Upgrade


I have been getting the following in both the user client and via a
browser when attempting to view any flashboard. Any ideas?

ARS 7.0.1 patch 002 (server and mid tier)
Apache 2
Tomcat 5.5
Oracle
Solaris

javax.servlet.ServletException: Servlet execution threw an exception

*root cause*

java.lang.NoClassDefFoundError
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.(Unknown 
Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.(Unknown 
Source)

com.remedy.arsys.fbmidtier.servlet.FlashletParameters$Factory.create(Unknown
Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters$Factory.createFromString(Unknown
Source)
com.remedy.arsys.fbmidtier.servlet.FBImageUtil$1.createFromString(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList$DefRetrieveInfo.getDefinition(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList$DefRetrieveInfo.access$1000(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList.retrieve(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl$DefRetrieveList.access$400(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl.getDefinitions(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.DefinitionServiceImpl.getDefinition(Unknown
Source)
com.remedy.arsys.fbmidtier.servlet.FlashletParameters.getInstance(Unknown
Source)
com.remedy.arsys.fbmidtier.servlet.FBRequestContext.(Unknown Source)
com.remedy.arsys.fbmidtier.servlet.FBImageUtil.processRequest(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.PluginServlet.postPluginInfo(Unknown
Source)
com.remedy.arsys.plugincontainer.impl.PluginContainer.doRequest(Unknown
Source)
com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source)
com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)
javax.servlet.http.HttpServlet.service(HttpServlet.java:689)
javax.servlet.http.HttpServlet.service(HttpServlet.java:802)






  


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

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Re: ITSM 7.0.x Patch 004

[P Romain ARSlist]

You'll have to use patch 4 if you want to install the new SRM module.

You'll also patch 2 of ARServer as it has the SRM application license in its
license type menu.

I don't plan to trailblaze with this other than in a VMWare environment
though!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: 09 May 2007 19:54
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

I am hoping that they actually have some fixes in there (Patch 004) that
work properly - this morning I got a patch to RKM (7.1.01.1057) that
actually appears to have solved my problems with searching/displaying
RightAnswers content properly under the General index.  This has _never_
worked correctly, through _many_ different iterations of that software,
so there is hope that some of the ITSM bugs will finally be addressed as
well. Of course, none of the 7 defects I have open were included in the
Patch 004 fix list; maybe by Patch 005, or 7.1...

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

I just got done giving a hard look at the p4 release notes, and I have
to agree with you, Chris - there are a few serious issues addressed
there that might make this one worth my while.  I'm giving serious
consideration to installing this one, depending on when they formally
release it.

Rick


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Re: Email Attachment into a ticket attachment pool

[Shafqat Ayaz]

Hi Amanda
  are you using the Remedy email forms? If so, look in the AR System Email 
Attachments. For each email that hits the system, there is an entry created in 
the AR System Email Messages form, the attachment is in the form I mentioned 
above. All you need to do is run some workflow that will Push the attachment to 
the attachment pool on your ticket. 
  If you are not using the Email forms, then let me know, what you are doing 
and I can suggest some alternative method. If you are unsure on how to use the 
above forms, drop me a line and I will explain it in detail
   
  thanks
   
  shafqat

"Pierce, Amanda (TBS)" <[EMAIL PROTECTED]> wrote:
  **   v\:* {behavior:url(#default#VML);}  o\:* 
{behavior:url(#default#VML);}  w\:* {behavior:url(#default#VML);}  .shape 
{behavior:url(#default#VML);}All,
  I have seen similar threads, but I haven’t found an answer yet.
   
  I have some emails that are forwarded to our system where based on the 
subject line a ticket is created. If an attachment is included I would like to 
have this attachment added to the Ticket’s attachment pool. Any ideas?
  There has to be a way to do it seeing as though you can send a template email 
in to submit a ticket with an attachment and it happens? I just need to know 
how to do it when it’s not in a template format.
   
  Thanks!
   
  Amanda Pierce
  PDS Client Systems Development
  Technology Services
  Turner Broadcasting System, Inc
  404-827-2959
  Please use http://sos to submit a technology request.
   
   

__20060125___This posting was submitted with HTML in it___ 


Shafqat Ayaz

  "Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh 
Uncontrollably, And Never Regret anything that made you Smile.." 







 
-
Sucker-punch spam with award-winning protection.
 Try the free Yahoo! Mail Beta.

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Re: ITSM 7.0.x Patch 004

[Joe D'Souza]

I only see a patch 4 for CMDB and SLM..

Where did you guys find one for the other applications?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, May 09, 2007 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004


I am hoping that they actually have some fixes in there (Patch 004) that
work properly - this morning I got a patch to RKM (7.1.01.1057) that
actually appears to have solved my problems with searching/displaying
RightAnswers content properly under the General index.  This has _never_
worked correctly, through _many_ different iterations of that software,
so there is hope that some of the ITSM bugs will finally be addressed as
well. Of course, none of the 7 defects I have open were included in the
Patch 004 fix list; maybe by Patch 005, or 7.1...

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

I just got done giving a hard look at the p4 release notes, and I have
to agree with you, Chris - there are a few serious issues addressed
there that might make this one worth my while.  I'm giving serious
consideration to installing this one, depending on when they formally
release it.

Rick


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No virus found in this incoming message.
Checked by AVG Free Edition.
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PM

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.467 / Virus Database: 269.6.6/794 - Release Date: 5/8/2007 2:23
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Re: ITSM 7.0.x Patch 004

[Tony Worthington]

Digging around the ftp site...

I can't find the Problem one though -- it's Incident in the Problem 
directory.


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



"Joe D'Souza" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

05/09/2007 02:39 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: ITSM 7.0.x Patch 004






I only see a patch 4 for CMDB and SLM..

Where did you guys find one for the other applications?

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of strauss
Sent: Wednesday, May 09, 2007 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004


I am hoping that they actually have some fixes in there (Patch 004) that
work properly - this morning I got a patch to RKM (7.1.01.1057) that
actually appears to have solved my problems with searching/displaying
RightAnswers content properly under the General index.  This has _never_
worked correctly, through _many_ different iterations of that software,
so there is hope that some of the ITSM bugs will finally be addressed as
well. Of course, none of the 7 defects I have open were included in the
Patch 004 fix list; maybe by Patch 005, or 7.1...

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

I just got done giving a hard look at the p4 release notes, and I have
to agree with you, Chris - there are a few serious issues addressed
there that might make this one worth my while.  I'm giving serious
consideration to installing this one, depending on when they formally
release it.

Rick


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Answers Are"

No virus found in this incoming message.
Checked by AVG Free Edition.
Version: 7.5.467 / Virus Database: 269.6.6/794 - Release Date: 5/8/2007 
2:23
PM

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.467 / Virus Database: 269.6.6/794 - Release Date: 5/8/2007 
2:23
PM

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and may contain information which is confidential and proprietary.
If you are not the addressee, any disclosure, copying or distribution or use of 
the contents of this message is expressly prohibited.
If you have received this transmission in error, please destroy it and notify 
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CAUTION:
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Re: ITSM 7.0.x Patch 004

[strauss]

Interesting - I'm already up to 7.0.01 Patch 002 on the servers since it
fixed an AREA SSL issue, but if the pricing model for SRM remained as
incredible as I last heard it at a User group meeting, it will be a moot
point for us.  Unless the proposed pricing changed from ludicrous to
reasonable, ITSM will remain in the dark ages as far as the
customer-facing interface is concerned; no matter how good it is, the
SRM portal will be unaffordable for all but the largest organizations.

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of P Romain ARSlist
Sent: Wednesday, May 09, 2007 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

You'll have to use patch 4 if you want to install the new SRM module.

You'll also patch 2 of ARServer as it has the SRM application license in
its license type menu.

I don't plan to trailblaze with this other than in a VMWare environment
though!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: 09 May 2007 19:54
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

I am hoping that they actually have some fixes in there (Patch 004) that
work properly - this morning I got a patch to RKM (7.1.01.1057) that
actually appears to have solved my problems with searching/displaying
RightAnswers content properly under the General index.  This has _never_
worked correctly, through _many_ different iterations of that software,
so there is hope that some of the ITSM bugs will finally be addressed as
well. Of course, none of the 7 defects I have open were included in the
Patch 004 fix list; maybe by Patch 005, or 7.1...

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/ -Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, May 09, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.0.x Patch 004

I just got done giving a hard look at the p4 release notes, and I have
to agree with you, Chris - there are a few serious issues addressed
there that might make this one worth my while.  I'm giving serious
consideration to installing this one, depending on when they formally
release it.

Rick



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Re: Installing ITSM7.0 on Solaris 10

[Joe D'Souza]

Emad,

Yes I did face it now that I recall.. Sorry I didn't remember about it last
night when you called me..

Do you by any chance have your email engine installed?

Call me if you are not doing much and we'll discuss it..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Emad Zaky
  Sent: Wednesday, May 09, 2007 2:26 PM
  To: arslist@ARSLIST.ORG
  Subject: Installing ITSM7.0 on Solaris 10


  **
  Hi,
  Has anyone faced a situation where you get this message?

  Waiting for the server...Ok

  and it repeats a random amount of time. Sometimes it works, and sometimes
I have to bounce the services for the installation to move

  Thanks
  Emad
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PM

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Miami-Dade

[Drew Shuller]

Listers,

If anyone has any information about what's going on with the Remedy 
implementation at Miami-Dade, as in what happened to the Remedy 
person that is leaving the contract, please email me off list at 
[EMAIL PROTECTED]


I don't think that I'm the only person that has been contacted by 10 
or 15 different recruiters about this gig.


Thanks a bunch.

Drew

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Service terminated

[Rogerio]

Hi all,

We found some errors in our arerror.log file today:

Wed May 09 14:41:01 2007  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Wed May 09 14:41:01 2007 0xc005
Wed May 09 14:41:01 2007  390635 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Wed May 09 14:41:01 2007  390603 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Wed May 09 14:41:01 2007 
   Thread Id: 1664
   Version: 5.01.02 patch 1484 Oct 26 2005 12:27:46
   Code: c005
   Operation: read
   Access Addr: 0001
   Stack: 
  Addr: 7C8224B2
  Addr: 3E5000F9

This happened before but we couldn't find the root cause. The arsystem
service was restarted and got back to normal.

Anyone has any idea?

ARS 5.1.2 patch 1484
SQL Server 2005
Windows 2003 SP1

Thanks,

Rogerio Bronzoni Aguiar

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Querying Active Directory

[Eli Schilling]

Hi Listers,
 
I'm running AR 7.01 with patch 02.  I recently configured the system to
talk to AD (same config as is currently utilized in our 6.3 production
environment) and I keep getting tmeout errors.  I have the plug-in
server timeout currently set to 10 minutes (600 seconds) and it
continues to fail.  Has anyone encountered and then resolved this type
of issue?

Thanks much!
 
Eli

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Re: DSL console not displaying data

[Rick Cook]

OK, I just got done deleting and reimporting the data.  Re-ran the Import
utility, THIS TIME CHECKING ALL OF THE BOXES, which took about 90 minutes,
but it appears to have been successful.

One lesson learned that I would suggest to anyone else who has this problem
is to start out not deleting the records in the PDL forms - just change the
Data Status of each to Validated.  If I understand the process correctly,
that will reset the records to be able to be "Imported" by the utility in a
way that allows them to be seen by the DSL console.  That's just an educated
guess, but probably worth trying as an interim step to deleting and
re-importing all of the records.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, May 09, 2007 8:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: DSL console not displaying data

This was my experience as well.  Once the installer (.bat file) finishes
importing, there is a secondary step within a form to import the data.  Once
I did this, the data all shows in the DSL frontend.

Axton Grams

On 5/9/07, White, Ed <[EMAIL PROTECTED]> wrote:
> **
>
> I deleted all data from DLS regular forms.  Then downloaded the DSL 
> patch which included instructions for uploading the lastest data.  It 
> also included the latests data.  Then I did the imports checking all 
> check boxes and doing the import.  Not certain that the deletion of 
> the data is a requirement with the patch, since arimport is used to get
the data.
>
> The WUT locks gives the hour glass for a several hours, and the data 
> imports.
>
> Ed White
> Senior Systems Consultant
> The Ohio State University Medical Center 640 Ackerman Road PO Box 
> 183111 Columbus, Ohio 43218-3111
> (614) 293-2089 (phone)
> [EMAIL PROTECTED]
>
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Wednesday, May 09, 2007 10:05 AM
>
> To: arslist@ARSLIST.ORG
> Subject: Re: DSL console not displaying data
>
>
> **
> Yes, I did follow the instructions (silly me!).  All of the records 
> appear to be imported, but most of them are without the correct status 
> value.  Any idea how I recover from where I am?
>
> Rick 
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of White, Ed
> Sent: Wednesday, May 09, 2007 6:58 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: DSL console not displaying data
>
>
> **
> RIck,
>
> I don't know if you followed the instructions where you only tried to 
> do one import at a time.  If you did that will not work.  There is a 
> KB that says that you actually have to click all the boxes on the 
> import console and start the import.  This will take about 5 hours, 
> but it does get the job done.
>
> Hopes this helps.
>
>
>
> Ed White
> Senior Systems Consultant
> The Ohio State University Medical Center 640 Ackerman Road PO Box 
> 183111 Columbus, Ohio 43218-3111
> (614) 293-2089 (phone)
> [EMAIL PROTECTED]
>
>
>  
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Tuesday, May 08, 2007 5:03 PM
> To: arslist@ARSLIST.ORG
> Subject: DSL console not displaying data
>
>
> **
> I selected the option to import the DSL data when I installed Problem 
> Management, and just got done going through the steps on the 
> PDL:ESIDImportConsole form to update the attributes of the DSL records.
>
> If I do a search of the individual PDL:ESID forms, there are many 
> records there (up to about 80K), but the DSL console will not display 
> any records at all, even with a global search.  The tree table field 
> on the DSL console pullls data from the PDL:ProductDictionaryPatch 
> form, and there are ZERO records returned from a global search against
that join form.
>
> I verified that the user I am logged in as has DSL Master and Viewer 
> access, as well as Config Categorization Admin.
>
> What should I do to refresh this data?  Is it safe to just delete and 
> re-import the records?  Would it do any good if I did?  If so, the KB 
> says that there are Import mappings in the application install 
> directories, but I've done several searches for .arm files, and there 
> aren't ANY.  I'm thinking that's at least a documentation bug at this
point.
>
> ITSM 7.0.2 patch 3
>
> Rick Cook__20060125___This posting was submitted 
> with HTML in it___ __20060125___This posting was 
> submitted with HTML in it___ __20060125___This
> posting was submitted with HTML in it___  
> __20060125___This posting was submitted with HTML 
> in it___


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_

How to send email notification to a Group ?

[Chapman, Colin]

Hi Listers,
 
I thought this would be easy, but I cannot figure out the problem.
I want my escalation filter to send a Notify email to $Assigned Group$
but no emails go out.
I have checked lots of settings, error logs, archives, KB, guides etc.
but no luck.
Originally I had Mecanism Email, and changed that to User Default.
I am not using templates or include fields.
I have checked permisions of the group members, and their Default
Notification settings
The test group I am using only has two members.
Any ideas ?
 
TIV
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 

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Re: How to send email notification to a Group ?

[Joe D'Souza]

Any errors in your Email logs??? Look up the AR Email Error Log form..

Joe
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Chapman, Colin
  Sent: Wednesday, May 09, 2007 4:41 PM
  To: arslist@ARSLIST.ORG
  Subject: How to send email notification to a Group ?


  **
  Hi Listers,

  I thought this would be easy, but I cannot figure out the problem.
  I want my escalation filter to send a Notify email to $Assigned Group$
  but no emails go out.
  I have checked lots of settings, error logs, archives, KB, guides etc. but
no luck.
  Originally I had Mecanism Email, and changed that to User Default.
  I am not using templates or include fields.
  I have checked permisions of the group members, and their Default
Notification settings
  The test group I am using only has two members.
  Any ideas ?

  TIV

  Colin



  ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

  Colin Chapman, UNCW

  Phone: 910-962-7356

  Email: [EMAIL PROTECTED]

No virus found in this outgoing message.
Checked by AVG Free Edition.
Version: 7.5.467 / Virus Database: 269.6.6/794 - Release Date: 5/8/2007 2:23
PM

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Re: How to send email notification to a Group ? (U)

[Hennigan, Sandra H CTR OSD-CIO]

UNCLASSIFIED

On a ticket, does the field, $Assigned Group$, get a value set?

Sandra Hennigan

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

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin
Sent: Wednesday, May 09, 2007 4:41 PM
To: arslist@ARSLIST.ORG
Subject: How to send email notification to a Group ?


** 
Hi Listers,
 
I thought this would be easy, but I cannot figure out the problem. I
want my escalation filter to send a Notify email to $Assigned Group$ but
no emails go out. I have checked lots of settings, error logs, archives,
KB, guides etc. but no luck. Originally I had Mecanism Email, and
changed that to User Default. I am not using templates or include
fields. I have checked permisions of the group members, and their
Default Notification settings The test group I am using only has two
members. Any ideas ?
 
TIV
 
Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 
 
 
__20060125___This posting was submitted with HTML in
it___ 

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Re: Why Import People into ITSM 7 at All?

[Roger Justice]

If you look at the CMDB CDM document you will see that there is a BMC_Person 
underneath the BMC_BaseElement.
 
 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 9 May 2007 2:11 PM
Subject: Re: Why Import People into ITSM 7 at All?


** 
Very valid points on “all views and sides” of this conundrum…
 
Every customer’s situation is unique, and has to be handled accordingly.
 
Many customers continue to struggle with the “Unique Data Source” for many 
items, and the “people information” is just one of them. (take Discovery / 
inventory tools between Unix / windows as an example)
 
Sometimes it is a very difficult and diverse topology of systems and processes 
which even further complicate the issue concerning this data.
 
However, in order to provide timely and guaranteed service(s) as an ITSM 
application this data “must exist somewhere”.
 
At one point, during the implementation discussions of our “IDMS (Identity 
Management System) –eDir solution” it was discussed as to “what application”, 
and obviously with the flexibility, ARSystem was on the list… In the end, it 
was a tie between eDir and a ARSystem based solution and the decision was to go 
with eDir. Fortunately for me, this puts all of the “process issues” (which 
change on a daily cycle) in the hands of the eDir team instead of mine J
 
I believe the main points in having the data inside ITSM, are:
 
You can sanity check / Clean Up the data during the data-feed-process to 
prevent failures in your system (field length, value selections, etc).
 
ITSM 7 extends the permission-model using this information, and is required for 
User setup (if you stay inside the box).
 
If the ITSM Application is functional, so is the “people data”, because if 
AD/eDir/SAP/xxx is down –or– has performance issues, the users complain about 
the ITSM application and not the connected data-source
 
Unfortunately, or really fortunately for us, nothing is the same “cookie cutter 
setup” at any 2 locations. Many times there are different implementations of 
ITSM inside the same company. 
 
Of course this leaves me at the conundrum point to ask:
 
If companies consider people Assets instead of Expenses, why CTM:People and not 
CMDB->Person Information???
 
CMDB has “Federated Data” concepts already!
 
Whoops, that is another can of worms J
 
GOOD TOPIC AND COMMENTS THOUGH!!! I know I like this list for things other than 
“it is broken”…
 
Thanks-n-advance; 
HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 
Quality begins with your actions.
 
__20060125___This posting was submitted with HTML in it___ 

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AOL at AOL.com.

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Re: Querying Active Directory

[ARSList]

Try going to a specific DC by IP address.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
Sent: Wednesday, May 09, 2007 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Querying Active Directory

 

Hi Listers,

 

I'm running AR 7.01 with patch 02.  I recently configured the system to
talk to AD (same config as is currently utilized in our 6.3 production
environment) and I keep getting tmeout errors.  I have the plug-in
server timeout currently set to 10 minutes (600 seconds) and it
continues to fail.  Has anyone encountered and then resolved this type
of issue?

Thanks much!

 

Eli

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Re: Querying Active Directory

[Jason Miller]

I have seen that with 6.3 and AD. After the first set of results were
returned successfully, the plug-in server would hang on any queries after
that. I had to restart ARS or it did appear to work again if I let it sit
for a while.

 

I did not have this problem if I used the AD global catalog. To use the GC
add :3268 after your ldap server's FQDN. The problem I then had was the
attribute I wanted was not listed in the GC.

 

I currently have ARS 7.0.01 p001 pulling data from a non AD LDAP directory
(not really sure what vendor it is) and have not see this issue.

 

Example:

ldap://DC.domain.com:3268/DC=domain,DC=com??sub?(objectclass=user)

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eli Schilling
Sent: Wednesday, May 09, 2007 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Querying Active Directory

 

** 

Hi Listers,

 

I'm running AR 7.01 with patch 02.  I recently configured the system to talk
to AD (same config as is currently utilized in our 6.3 production
environment) and I keep getting tmeout errors.  I have the plug-in server
timeout currently set to 10 minutes (600 seconds) and it continues to fail.
Has anyone encountered and then resolved this type of issue?

Thanks much!

 

Eli

__20060125___This posting was submitted with HTML in
it___ 


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timeout for consuming webservices?

[Andrew Hicox]

I have a filter that calls a webservice to set an enum field value.
While the service appears to execute correctly on the far end, the 
field value is never set by the filter, and I see what appear to be 
timeout errors in arerr.log.


The service does take on average 3 or 4 seconds to respond. How do I 
change the timeout for calling webservices? I can't find it in the 
documentation, and setting the process timeout appears to have no 
effect.


thanks everyone.

-Andrew

Andrew N. Hicox
Hicox Information Systems LLC
Manassas, VA  USA
http://hicox.com
[EMAIL PROTECTED]
703-367-9085

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Re: Service terminated

[Axton]

This is your server (arserver.exe) crashing.  Do you have the entire
stack trace?  Chances are you will be stuck living with these crashes
until you upgrade to a supported version.  It's interesting to see you
are running ars 5.1.2 against sql 2005 on windows server 2003.

Axton Grams

On 5/9/07, Rogerio <[EMAIL PROTECTED]> wrote:

Hi all,

We found some errors in our arerror.log file today:

Wed May 09 14:41:01 2007  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Wed May 09 14:41:01 2007 0xc005
Wed May 09 14:41:01 2007  390635 : AR System server terminated -- fatal
error encountered (ARNOTE 21)
Wed May 09 14:41:01 2007  390603 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Wed May 09 14:41:01 2007
   Thread Id: 1664
   Version: 5.01.02 patch 1484 Oct 26 2005 12:27:46
   Code: c005
   Operation: read
   Access Addr: 0001
   Stack:
  Addr: 7C8224B2
  Addr: 3E5000F9

This happened before but we couldn't find the root cause. The arsystem
service was restarted and got back to normal.

Anyone has any idea?

ARS 5.1.2 patch 1484
SQL Server 2005
Windows 2003 SP1

Thanks,

Rogerio Bronzoni Aguiar

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Re: How to send email notification to a Group ?

[Axton]

Are you using LDAP for authentication?

Try enabling the email engine debug logging to see what it does with
the group name you feed it:
http://arswiki.org/wiki/Email_Engine_Debug_Logging

Axton Grams

On 5/9/07, Chapman, Colin <[EMAIL PROTECTED]> wrote:

**

Hi Listers,

I thought this would be easy, but I cannot figure out the problem.
I want my escalation filter to send a Notify email to $Assigned Group$
but no emails go out.
I have checked lots of settings, error logs, archives, KB, guides etc. but
no luck.
Originally I had Mecanism Email, and changed that to User Default.
I am not using templates or include fields.
I have checked permisions of the group members, and their Default
Notification settings
The test group I am using only has two members.
Any ideas ?

TIV




Colin



ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]


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Re: Email Attachment into a ticket attachment pool

[SUBSCRIBE arslist Neel]

Amanda,

 

We had the exact same requirement for our clients but after some
research, it didn't make sense to include those attachments on
incident-ticket as they are already on email. What I mean by this is
that we have a table field on HPD:Help Desk form and that table gets
filled by all the emails from 'AR System Email Messages' that are
related to that particular incident. This allows us to have all inbound
and outbound emails at one place in incident-ticket and we don't have to
store duplicate attachments. Email Attachments are killing the db-space
as it is so I can't even imagine storing those attachments again on
incident attachment table.

 

Let me know if you have any questions.

 

Regards,

 

Neel Gautam 

Accenture - Chicago Delivery Centre

Office:  312-693-7279   Mobile:  630-440-6335

MSN: [EMAIL PROTECTED] AIM: neelgautam

 

Core Values:

Stewardship

*

Best People

*

Client Value Creation

*

One Global Network

*

Respect for the Individual

*

Integrity

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: Wednesday, May 09, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Attachment into a ticket attachment pool

 

** 

Hi Amanda

are you using the Remedy email forms? If so, look in the AR System Email
Attachments. For each email that hits the system, there is an entry
created in the AR System Email Messages form, the attachment is in the
form I mentioned above. All you need to do is run some workflow that
will Push the attachment to the attachment pool on your ticket. 

If you are not using the Email forms, then let me know, what you are
doing and I can suggest some alternative method. If you are unsure on
how to use the above forms, drop me a line and I will explain it in
detail

 

thanks

 

shafqat

"Pierce, Amanda (TBS)" <[EMAIL PROTECTED]> wrote:

** 

All,

I have seen similar threads, but I haven't found an answer yet.

 

I have some emails that are forwarded to our system where based
on the subject line a ticket is created. If an attachment is included I
would like to have this attachment added to the Ticket's attachment
pool. Any ideas?

There has to be a way to do it seeing as though you can send a
template email in to submit a ticket with an attachment and it happens?
I just need to know how to do it when it's not in a template format.

 

Thanks!

 

Amanda Pierce

PDS Client Systems Development

Technology Services

Turner Broadcasting System, Inc

404-827-2959

Please use http://sos   to submit a technology
request.



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proprietary, or otherwise private information.  If you have received it in 
error, please notify the sender immediately and delete the original.  Any other 
use of the email by you is prohibited.

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Re: Midtier 7.01 p2 install errror on new server

[Greg Elphick]

**
?


Hi,
 
We have an itanium server and its actually the SHLIB_PATH 
thats more important for the dynamic loader.
 
Greg


From: "Action Request System discussion 
list(ARSList)"  [mailto:"Action Request System 
discussion list(ARSList)" ] On Behalf Of Axton 
<[EMAIL PROTECTED]>Sent: Thursday, 10 May 2007 3:26 
AMTo: arslist@arslist.orgSubject: Re: Midtier 7.01 p2 
install errror on new server
This is a problem. To resolve it, make sure the path and/or the 
LD_LIBRARY_PATH include the location of the remedy api files. You can 
safely use the files located in /path/to/remedy/api/lib directory. 
There are other alternatives to address this as well: - place the 
files located in midtier/WEB-INF/lib in the tomcat shared library directory 
If you deploy other apps that use the remedy jni, you will be forced 
to place them somewhere in the tomcat classloader. Axton Grams 
On 5/9/07, Dignard, Norman <[EMAIL PROTECTED]>wrote: > ** 
> > > > New Itanium server with HPUX 11.31 . 
Installing midtier only using HP's > apache & tomcat . At the end of 
the midtier install I get the following > message: > > 
> > Exception in thread "main" java.lang.UnsatisfiedLinkError: no 
arutiljni70 > in jav > > a.library.path > > 
at > java.lang.ClassLoader.loadLibrary(ClassLoader.java:1707) > 
> at java.lang.Runtime.loadLibrary0(Runtime.java:822) > > 
at java.lang.System.loadLibrary(System.java:992) > > at > 
com.remedy.arsys.util.ARUtilEgcp.(ARUtilEgcp.java:7) > > 
at CRPass.main(CRPass.java:22) > > > > > 
> Is this a problem and how do I resolves this ? > > 
> Regards, > > Norm Dignard > > 
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Re: ITSM 7 People import methodology

[Roney Samuel Varghese]

Dear Rick,

We had initially planned to load the data feed via EIE through RLO, however
our EIE got all messed up and then we had to shift to using the staging form
on a view form. Our staging form does all the validations before we submit
data to any of the actual ITSM forms. The Stages we go through are mentioned
below

1. Get the GUID using the CTM:CFGPeopleTagNumgenerator form
2. Submit the entry to the CTM:People Form
3. Receive the person Id
4. Create the permission entries for the default user depending on the
company the user belongs to using the
CTM:People Permission Groups form (We have multitenancy turned ON)
5. Submit the permission changes to the User form.

There were some particular filters on the CTM:People form that checked for
the access rights for the user AR ESCALATOR which had to be modified.

Hope this helps.

Regards,

Roney Samuel Varghese


On 5/8/07, Jarl Grøneng <[EMAIL PROTECTED]> wrote:


I would go for your second solution; EIE to populate a staging table
in ARS, and then update CTM:People

Looking into a smilar solution, but the staging form will be a
display-only form. We will import from a csv file. (EIE is not an
option, so we using our own generic import-program)

--
Jarl


On 5/8/07, strauss <[EMAIL PROTECTED]> wrote:
> **
>
> I am busy trying to figure out how to do this from EIE against a SQL
Server
> table that is being updated by Novell eDir LDAP data.  The "quality" of
the
> EIE documentation isn't making this any easier.  Right now I am trying
to
> push it directly into CTM:People, but I suspect that I will either have
to
> pre-populate required data for CTM:People fields in a second SQL Server
> table and use that with EIE, or use EIE to populate a staging table in
ARS
> from which to populate CTM:People.  Still looking for the solution that
will
> be the easiest to implement/understand/troubleshoot.  In
> our case, it will involve over 116,000 records for our active LDAP
entries.
> All suggestions are welcome.
>
> Christopher Strauss, Ph.D.
> Remedy Database Administrator
> University of North Texas Computing Center
> http://remedy.unt.edu/helpdesk/
>
>  
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> Sent: Monday, May 07, 2007 5:02 PM
> To: arslist@ARSLIST.ORG
> Subject: ITSM 7 People import methodology
>
>
> **
> I am attempting to create ITSM 7 people records from LDAP information,
and
> want to run this scenario by you more experienced few who may already
have
> done this:
>
> I have the LDAP connection to the people data already, have stored that
> information in a holding form (about 700 records), and have culled that
> "get" down to only the 15 or so fields that appear to have useful data
in
> them.
>
> I know I need to push the phone #s into the Phone Detail form first, and
> will string parse that value as part of that push.  There will be no
Wallet,
> Travel, Education, Attachments, Home Address, or Benefit, etc. info
> imported.
>
> I also need to perform some string manipulation on the LDAP formatting
> (culling out the "CN=" type strings), after which I want to push the
data
> into the ITSM 7 People form, along with various local string/selection
field
> settings (i.e. Status, Client Type, $NULL$, etc.).
>
> Once I have the import Filter built, I will create an Escalation to
refresh
> the data from LDAP to the holding form, which will cause the Filter to
push
> that data to the People form on Modify.
>
> I will add the group memberships/roles/permissions later, as that's a
much
> smaller task that can be done manually.
>
> Is there anything else I haven't thought of at all?  Is there a
> better/easier way?
>
> Rick Cook__20060125___This posting was
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ARSwiki Call For Involvement

[Axton]

I want to make a call for community involvement with the ARSwiki
experiment.  There are a number of ways in which you can get involved:

* Author articles in the wiki:
  - http://arswiki.org/wiki/Main_Page
  - Refine or add to an existing article
  - Looking for content on ITSM 7
  - Looking for content on undocumented debugging methods
  - Looking for content on new features
  - Looking for content on integration methods
* Get involved with an open source project:
  - Engage in discussions: http://lists.arswiki.org/listinfo
  - Become a developer: http://arswiki.org/projects
  - Start a project: http://arswiki.org/projects
* Publish or vote on a bug or rfe:
  - http://bugs.arswiki.org/

Some vital stats:
* Site Statistics:
- Unique visitors (based on ip) for April: 902
- Hits for April (not including search engines): 57060
* Bugzilla:
- Users: 86
- Open defects: 29
- Open RFE's: 13
* ARSwiki:
- Users: 217
- Article Count: 43
* Open Source Projects:
- Count: 5
- Open Source Developers: 4


Many of you are approaching implementation of products/processes and
approaching ARS development in innovative ways.  Please consider
sharing those ideas with the ARS community.

Axton Grams

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Re: timeout for consuming webservices?

[Carey Matthew Black]

Andrew,

Have you tried adjusting the Filter-Api-Timeout setting?

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 5/9/07, Andrew Hicox <[EMAIL PROTECTED]> wrote:

I have a filter that calls a webservice to set an enum field value.
While the service appears to execute correctly on the far end, the
field value is never set by the filter, and I see what appear to be
timeout errors in arerr.log.

The service does take on average 3 or 4 seconds to respond. How do I
change the timeout for calling webservices? I can't find it in the
documentation, and setting the process timeout appears to have no
effect.

thanks everyone.

-Andrew

Andrew N. Hicox
Hicox Information Systems LLC
Manassas, VA  USA
http://hicox.com
[EMAIL PROTECTED]
703-367-9085


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Re: timeout for consuming webservices?

[Andrew Hicox]

I don't see this in 'server info' ... this is an option for ar.conf ?
I presume the argument is seconds ?

thanks again,

-A

On May 9, 2007, at 9:32 PM, Carey Matthew Black wrote:


Andrew,

Have you tried adjusting the Filter-Api-Timeout setting?

--  
Carey Matthew Black

Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On 5/9/07, Andrew Hicox <[EMAIL PROTECTED]> wrote:

I have a filter that calls a webservice to set an enum field value.
While the service appears to execute correctly on the far end, the
field value is never set by the filter, and I see what appear to be
timeout errors in arerr.log.

The service does take on average 3 or 4 seconds to respond. How do I
change the timeout for calling webservices? I can't find it in the
documentation, and setting the process timeout appears to have no
effect.

thanks everyone.

-Andrew

Andrew N. Hicox
Hicox Information Systems LLC
Manassas, VA  USA
http://hicox.com
[EMAIL PROTECTED]
703-367-9085


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Andrew N. Hicox
Hicox Information Systems LLC
Manassas, VA  USA
http://hicox.com
[EMAIL PROTECTED]
703-367-9085

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Re: timeout for consuming webservices?

[Carey Matthew Black]

Andrew,

ConfigGuide-630.pdf page: 274

"
Indicates the time limit (in seconds) allowed for the Filter API RPC to
respond to the server's request before returning an error. The minimum
value is 0, and the maximum is 300. The default is 60 seconds.
"

I think this setting maps to the Admin Tool --> Server Information -->
Timeout --> "Filter API RPC Timeout" setting.

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On 5/9/07, Andrew Hicox <[EMAIL PROTECTED]> wrote:

I don't see this in 'server info' ... this is an option for ar.conf ?
I presume the argument is seconds ?

thanks again,

-A

On May 9, 2007, at 9:32 PM, Carey Matthew Black wrote:

> Andrew,
>
> Have you tried adjusting the Filter-Api-Timeout setting?
>
> --
> Carey Matthew Black
>
> On 5/9/07, Andrew Hicox <[EMAIL PROTECTED]> wrote:
>> I have a filter that calls a webservice to set an enum field value.
>> While the service appears to execute correctly on the far end, the
>> field value is never set by the filter, and I see what appear to be
>> timeout errors in arerr.log.
>>
>> The service does take on average 3 or 4 seconds to respond. How do I
>> change the timeout for calling webservices? I can't find it in the
>> documentation, and setting the process timeout appears to have no
>> effect.
>>
>> thanks everyone.
>>
>> -Andrew
>>
>> Andrew N. Hicox
Andrew N. Hicox


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