Re: Problem processing incoming mail

[Issotyo P.B Sulistyo]

Check for any error in fom "AR System Email Error logs", specially for
POP3 connection.

IPBS

On 7/4/07, Rick Cook <[EMAIL PROTECTED]> wrote:

Brooks, the email config guide has some instructions, with which you're
probably familiar.   The instructions have to be followed EXACTLY, or you
will likely not see things work right.

So go through the instructions and ensure that your account and the Email
config entry are set up as they're supposed to be, and see what happens.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of brooksm
Sent: Tuesday, July 03, 2007 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Problem processing incoming mail

We have both an outgoing and incoming mailbox set up. The outgoing is
working fine and haven't had any need to use the incoming mailbox until now.
I need to get email submission working and while trying to send email to the
user that we set up for Remedy emails on MS Exchange I found that these
incoming emails are going just sitting in the inbox of the Remedy accout and
not being processed by the Remedy mailbox(inbox).

The main difference between the Incoming mailbox and Outgoing mailbox is the
Email Server Type. Outgoing uses: SMTP Incoming uses: POP3

Everything else is pretty much the same.
Can someone give me some ideas on how I can troubleshoot the incoming
mailbox?

Thanks
Brooks

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652
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Nabble.com.


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SLM 7 - Issue

[Rami S Ayoub]

**

Hi list,

 

I tired with SLM to specify the working hours and 24 hours, I was using 
Business Entity configuration but still not working, the SLAs running all the 
time?

 

Any Ideas?

 


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Re: Share SLA experience

[Issotyo P.B Sulistyo]

Hi Cakra,

I had a nightmare when building/deploying around 100 SLA at once,
since it is very slow. In one of my case, I had my server crashed with
error Memory Allocation Error (Malloc) when building SLA. Same
environment with your server.

Did your server patched to version 20 ?  ARSYS must be patched to
Version 20 to avoid Malloc error.

I wonder, is anybody ever deploy SLA more than 100 at once?

IPBS

On 6/18/07, cakrabinaya <[EMAIL PROTECTED]> wrote:

Hi All,

I'm newbie on Remedy Helpdesk and I need some information about SLA.
Could you guys share your experience regarding to SLA deployment.
I my self had deployed more than 500 item SLAs at once recently, and
more than 1000 item SLAs totally in 1 month.

I use Remedy 6.3 with w2k3 as the OS in compaq blade server with 4
processor and 4gb ram,

The impact to our server of deploying those SLAs is very significant.
It eating almost all the memory and processor resources, and also give
application error status on Event Viewer. It needs one week to process
all 500 items to built successfully.

Does anyone know how many SLAs that securely deployed in one time max..?
Does anyone ever deploy as many as I do..? Or even more..?
And what is the best practice of designing SLA..? Is it per CTI or per
Priority and Urgency..?


TIA

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Difference between "Missed" and "Missed Goal": Remedy SLA 6

[Mau Remedy]

Hello friends

Long time since last posting. Here´s an easy one: We´ve been stuck with
Remedy SLA 6.0 fundamental concepts, trying to understand the difference
between "missed" and "missed goal", when monitoring attached SLAs in
Helpdesk cases.

SLAs are pretty straight forward, there are two different SLAs: Response and
Resolution Time ... Term and Conditions include something like Impact=High
and Priority=High, Goals include start measuring Response time when
Status=Assigned and stop it when Status=WIP, in the other hand the second
SLA goal starts measuring Resolution time when Status is WIP and stop it
when it´s Resolved. Milestones include notifications to different users.

Why is that two different helpdesk cases with the same data, sometimes show
different SLA status, like Missed and sometimes Missed Goal, and sometimes
we verify that milestones are not being met, notifications not sent.

Please would you explain SLA status flow

Thanks

Maus

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Re: OT:tomcat CPU Usage

[patrick zandi]

after about an hour of not touching the server .. it does drop off back
down..
But if you select Flashboards, or any mid-tier service, backup for a min of
1 more hour.


On 7/3/07, patrick zandi <[EMAIL PROTECTED]> wrote:


By the Way .. 100% of the issue is in the area of I/O Other Bytes..
no other performance indicators are touched..


 On 7/3/07, patrick zandi <[EMAIL PROTECTED]> wrote:
>
> I have already seen an issue with CPU usage and tomcat 5.5.26 on windows
> 2003 Server.
> I have a Dual Quad Core Dell 2950 with 6 gig of ram. Prior to installing
> tomcat with newatlanta and everything else.. except the db.
> CPU usage has been low.. like 5% and peaking occasionally to 25%..
> Tomcat is currently running at 40 - 50 % of total system CPU usage.. of
> 8 CPU's ?
> plus no one is even connected to it ?
>
> Do I need to change a configuration setting here ?
> --
> Patrick Zandi
>



--
Patrick Zandi





--
Patrick Zandi

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Re: OT:tomcat CPU Usage

[patrick zandi]

By the Way .. 100% of the issue is in the area of I/O Other Bytes..
no other performance indicators are touched..


On 7/3/07, patrick zandi <[EMAIL PROTECTED]> wrote:


I have already seen an issue with CPU usage and tomcat 5.5.26 on windows
2003 Server.
I have a Dual Quad Core Dell 2950 with 6 gig of ram. Prior to installing
tomcat with newatlanta and everything else.. except the db.
CPU usage has been low.. like 5% and peaking occasionally to 25%..
Tomcat is currently running at 40 - 50 % of total system CPU usage.. of 8
CPU's ?
plus no one is even connected to it ?

Do I need to change a configuration setting here ?
--
Patrick Zandi





--
Patrick Zandi

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Re: Questions about the Display name in emails

[Shellman, David]

John,

Glad to hear that you have it working.  On our system we left the display name 
blank and let Exchange resolve the display name.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Tue Jul 03 17:55:54 2007
Subject: Re: Questions about the Display name in emails

** 
Well, further testing shows that this works as expected - thanks for the help!!
 
John

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 03, 2007 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
What happens if you leave the Display Name blank in the Config form and 
populate the From in the Message (AR System Email Messages form) 
as "John Hanson" <[EMAIL PROTECTED]>
 
Fred



From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
Thanks - I was thinking that this would require some work on the 
Exchange side.  I'll keep working with those folks to see if there's any way 
for them to get around this issue.
 
John

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, July 03, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
John,
 
I'm not an Exchange expert but I think that the Exchange server 
settings are going to over ride just about anything you do.  Often the Exchange 
Admins will set it up so that if the email doesn't originate within Exchange, 
the display name of the associated email address will not show.  This prevents 
spam from outside looking like legitimate email.  We went through this for some 
time where we only saw the senders email address and not the display name.  
Again it was for security reasons.
 
 
Thankfully, our Exchange admins have now set up the Exchange 
servers so that as long as it's sent from a valid mailbox that requires a 
login, they will associate the display name.
 
Dave



From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Questions about the Display name in emails


** 

Hello, 

ARS 6.3 
Email 6.3 
Solaris 9 
Oracle 9.2 

Our Exchange administrators recently moved the Remedy mailbox 
to a new Exchange 2003 server.  Since the move, emails sent out from Remedy are 
no longer spoofing the display name, although they are still spoofing the 
"From" and "Reply to" email addresses.  Before the mailbox move, an email with 
my account name spoofed as the "From" & "Reply To" names would come in as "John 
Hanson", but now that same email is coming in as "Remedy [EMAIL PROTECTED] 
<[EMAIL PROTECTED]>".

I have already looked at the AR System Email Mailbox 
Configuration form for the outgoing mailbox under the Advanced tab, and noted 
that there is a field for "Display Name", currently set to "Remedy".  Is there 
a way for this display name to dynamically change for each email that Remedy 
sends out?

The Exchange admins say that the reason that Exchange is no 
longer translating the name is due to increased security restrictions on the 
new server.

Any help is greatly appreciated. 

Thank you, 

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


__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___ 

__20060125___This posting was submit

Re: Problem processing incoming mail

[Rick Cook]

Brooks, the email config guide has some instructions, with which you're
probably familiar.   The instructions have to be followed EXACTLY, or you
will likely not see things work right.

So go through the instructions and ensure that your account and the Email
config entry are set up as they're supposed to be, and see what happens.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of brooksm
Sent: Tuesday, July 03, 2007 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Problem processing incoming mail

We have both an outgoing and incoming mailbox set up. The outgoing is
working fine and haven't had any need to use the incoming mailbox until now.
I need to get email submission working and while trying to send email to the
user that we set up for Remedy emails on MS Exchange I found that these
incoming emails are going just sitting in the inbox of the Remedy accout and
not being processed by the Remedy mailbox(inbox). 

The main difference between the Incoming mailbox and Outgoing mailbox is the
Email Server Type. Outgoing uses: SMTP Incoming uses: POP3

Everything else is pretty much the same.
Can someone give me some ideas on how I can troubleshoot the incoming
mailbox?

Thanks
Brooks

--
View this message in context:
http://www.nabble.com/Problem-processing-incoming-mail-tf4021257.html#a11421
652
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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OT:tomcat CPU Usage

[patrick zandi]

I have already seen an issue with CPU usage and tomcat 5.5.26 on windows
2003 Server.
I have a Dual Quad Core Dell 2950 with 6 gig of ram. Prior to installing
tomcat with newatlanta and everything else.. except the db.
CPU usage has been low.. like 5% and peaking occasionally to 25%..
Tomcat is currently running at 40 - 50 % of total system CPU usage.. of 8
CPU's ?
plus no one is even connected to it ?

Do I need to change a configuration setting here ?
--
Patrick Zandi

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Problem processing incoming mail

[brooksm]

We have both an outgoing and incoming mailbox set up. The outgoing is working
fine and haven't had any need to use the incoming mailbox until now. I need
to get email submission working and while trying to send email to the user
that we set up for Remedy emails on MS Exchange I found that these incoming
emails are going just sitting in the inbox of the Remedy accout and not
being processed by the Remedy mailbox(inbox). 

The main difference between the Incoming mailbox and Outgoing mailbox is the
Email Server Type. Outgoing uses: SMTP
Incoming uses: POP3

Everything else is pretty much the same.
Can someone give me some ideas on how I can troubleshoot the incoming
mailbox?

Thanks
Brooks

-- 
View this message in context: 
http://www.nabble.com/Problem-processing-incoming-mail-tf4021257.html#a11421652
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Questions about the Display name in emails

[John Hanson]

Well, further testing shows that this works as expected - thanks for the
help!!
 
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 03, 2007 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
What happens if you leave the Display Name blank in the Config
form and populate the From in the Message (AR System Email Messages
form) 
as "John Hanson" <[EMAIL PROTECTED]>
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
Thanks - I was thinking that this would require some work on the
Exchange side.  I'll keep working with those folks to see if there's any
way for them to get around this issue.
 
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, July 03, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
John,
 
I'm not an Exchange expert but I think that the Exchange
server settings are going to over ride just about anything you do.
Often the Exchange Admins will set it up so that if the email doesn't
originate within Exchange, the display name of the associated email
address will not show.  This prevents spam from outside looking like
legitimate email.  We went through this for some time where we only saw
the senders email address and not the display name.  Again it was for
security reasons.
 
 
Thankfully, our Exchange admins have now set up the
Exchange servers so that as long as it's sent from a valid mailbox that
requires a login, they will associate the display name.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Questions about the Display name in emails


** 

Hello, 

ARS 6.3 
Email 6.3 
Solaris 9 
Oracle 9.2 

Our Exchange administrators recently moved the Remedy
mailbox to a new Exchange 2003 server.  Since the move, emails sent out
from Remedy are no longer spoofing the display name, although they are
still spoofing the "From" and "Reply to" email addresses.  Before the
mailbox move, an email with my account name spoofed as the "From" &
"Reply To" names would come in as "John Hanson", but now that same email
is coming in as "Remedy [EMAIL PROTECTED] <[EMAIL PROTECTED]>".

I have already looked at the AR System Email Mailbox
Configuration form for the outgoing mailbox under the Advanced tab, and
noted that there is a field for "Display Name", currently set to
"Remedy".  Is there a way for this display name to dynamically change
for each email that Remedy sends out?

The Exchange admins say that the reason that Exchange is
no longer translating the name is due to increased security restrictions
on the new server.

Any help is greatly appreciated. 

Thank you, 

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


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submitted with HTML in it___ 


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Re: ARS 7.01 P3 : Again issues // Solved ?

[patrick zandi]

OK, Well after much Grief, I now have tomcat installed and running.. with
Mid-tier 7.01 P3.

From the onset it looks like it is working fine.

-- if you previously installed the newatlanta.. do yourself a favor.. do not
uninstall it and expect to get tomcat to work afterword.
Rip out mid-tier / rip out newatlanta / rip out IIS -- yes that is
correct...
Install IIS again, install JAVA_HOME variable, Install JRE 1.5_12, reboot.
Install the 7.01 P3 -- which installs tomcat.. After it is installed..
I upgraded the tomcat to 5.5.23 -- download.
Installed the mid-tier again -- mid-tier only -- this fixes the flashboards
issue you will have.
reboot..
Voila.. seems to be working fine..
the update was needed for me.. the original would not do it..
-- I  could have tested more and more and refined the process.. I am just
informing folks.. it seems to be working like this..
Will test the Floating license issue tomorrow.. (gotta have a Beta tester
=8-]  )
Tomcat is the Recommended solution for ARS 7.01 and Above..

Still need to Test ARSSO yet..


On 6/27/07, patrick zandi <[EMAIL PROTECTED]> wrote:



ENV:: Windows 2003 SP2 - ARS 7.01 P3 -- Latest Greatest - with a newer
arsrv70.dll
IIS 6 / Newatlanta 5.0 patched // Mid-tier 7.01 P3.

ISSUES: Mid-tier -- You can login.. login is slow sometimes..
After you are logged in .. if you do anything you get the answer::
"session is invalid or has times out, please reload page to lgin in again
(arerr 9201)
if you reload - you also have to relogin as well..
So mid-tier is useless.

Anyone know of a workaround ?

ISSUE #2: CR still do not seem to work - have not tested hard.. only
Breifly.

Just trying to pass some information out there for those going there..
test this above first.

--
Patrick Zandi





--
Patrick Zandi

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Re: Questions about the Display name in emails

[John Hanson]

As a temporary fix, we deleted the Display Name value and cycled the
email engine - the emails now come through as "[EMAIL PROTECTED]
 ", which is an improvement.  Most of the
time the From line is being spoofed from the data in another field (like
the Submitter field or another login name field); I'll have to run some
tests to see if using the full name instead of the login name makes a
difference.
 
Thanks,
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 03, 2007 1:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
What happens if you leave the Display Name blank in the Config
form and populate the From in the Message (AR System Email Messages
form) 
as "John Hanson" <[EMAIL PROTECTED]>
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
Thanks - I was thinking that this would require some work on the
Exchange side.  I'll keep working with those folks to see if there's any
way for them to get around this issue.
 
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, July 03, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
John,
 
I'm not an Exchange expert but I think that the Exchange
server settings are going to over ride just about anything you do.
Often the Exchange Admins will set it up so that if the email doesn't
originate within Exchange, the display name of the associated email
address will not show.  This prevents spam from outside looking like
legitimate email.  We went through this for some time where we only saw
the senders email address and not the display name.  Again it was for
security reasons.
 
 
Thankfully, our Exchange admins have now set up the
Exchange servers so that as long as it's sent from a valid mailbox that
requires a login, they will associate the display name.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Questions about the Display name in emails


** 

Hello, 

ARS 6.3 
Email 6.3 
Solaris 9 
Oracle 9.2 

Our Exchange administrators recently moved the Remedy
mailbox to a new Exchange 2003 server.  Since the move, emails sent out
from Remedy are no longer spoofing the display name, although they are
still spoofing the "From" and "Reply to" email addresses.  Before the
mailbox move, an email with my account name spoofed as the "From" &
"Reply To" names would come in as "John Hanson", but now that same email
is coming in as "Remedy [EMAIL PROTECTED] <[EMAIL PROTECTED]>".

I have already looked at the AR System Email Mailbox
Configuration form for the outgoing mailbox under the Advanced tab, and
noted that there is a field for "Display Name", currently set to
"Remedy".  Is there a way for this display name to dynamically change
for each email that Remedy sends out?

The Exchange admins say that the reason that Exchange is
no longer translating the name is due to increased security restrictions
on the new server.

Any help is greatly appreciated. 

Thank you, 

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


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posting was submitted with HTML in it___ 

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Assignee Group field length limit

[Mike Balogh]

Hi all -
 
I'm currently implementing a system on ARS 7.01 (SQL 2005 backend) which
calls for the security of row-level access to records on certain forms.
Some records may need to be accessed by quite a few groups or users, which
is becoming a problem due to the length limit of 255 characters on field
112, Assignee Group.
 
I've done some initial testing with Assignee Group expanded to 512
characters and it seems to work fine.  However, I'm hesitant to say that it
will work perfectly without asking around first due to the multiple places
within Remedy documentation that it states the field length limit of 255.
 
Has anyone tried expanding this field beyond 255?  If so, how big did you
go?  And did you experience security or other issues?
 
Thanks in advance,
~Mike
 
---
Michael J Balogh
Wingspan Systems Inc.
  [EMAIL PROTECTED]
 
 

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Re: Questions about the Display name in emails

[Grooms, Frederick W]

What happens if you leave the Display Name blank in the Config form and
populate the From in the Message (AR System Email Messages form) 
as "John Hanson" <[EMAIL PROTECTED]>
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
Thanks - I was thinking that this would require some work on the
Exchange side.  I'll keep working with those folks to see if there's any
way for them to get around this issue.
 
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, July 03, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
John,
 
I'm not an Exchange expert but I think that the Exchange server
settings are going to over ride just about anything you do.  Often the
Exchange Admins will set it up so that if the email doesn't originate
within Exchange, the display name of the associated email address will
not show.  This prevents spam from outside looking like legitimate
email.  We went through this for some time where we only saw the senders
email address and not the display name.  Again it was for security
reasons.
 
 
Thankfully, our Exchange admins have now set up the Exchange
servers so that as long as it's sent from a valid mailbox that requires
a login, they will associate the display name.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Questions about the Display name in emails


** 

Hello, 

ARS 6.3 
Email 6.3 
Solaris 9 
Oracle 9.2 

Our Exchange administrators recently moved the Remedy mailbox to
a new Exchange 2003 server.  Since the move, emails sent out from Remedy
are no longer spoofing the display name, although they are still
spoofing the "From" and "Reply to" email addresses.  Before the mailbox
move, an email with my account name spoofed as the "From" & "Reply To"
names would come in as "John Hanson", but now that same email is coming
in as "Remedy [EMAIL PROTECTED] <[EMAIL PROTECTED]>".

I have already looked at the AR System Email Mailbox
Configuration form for the outgoing mailbox under the Advanced tab, and
noted that there is a field for "Display Name", currently set to
"Remedy".  Is there a way for this display name to dynamically change
for each email that Remedy sends out?

The Exchange admins say that the reason that Exchange is no
longer translating the name is due to increased security restrictions on
the new server.

Any help is greatly appreciated. 

Thank you, 

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


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HTML in it___ __20060125___This posting was
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Using API to call a ActiveLink

[Julio C M Lima]

Hi,

 

I would like to know if is possible , through an API call, to invoke  an 
Escalation or a Filter.

Anybody has already tried it?

 

Thanks a lot!

 

Julio Cesar de Melhado e Lima

Software Architect

Hypercom Latin America

www.hypercom.com

 

Esta mensagem, e qualquer de seus anexos, é confidencial e privilegiada. Caso 
você não seja o destinatário, não está autorizado a reproduzir ou divulgar a 
terceiros o conteúdo desta mensagem e de qualquer anexo da mesma e deve 
apagá-la com os seus respectivos anexos.

This message, and any attachment thereof, is confidential and privileged. If 
you are not the intended recipient you may not copy it or disclose its contents 
and must delete the message and any attachments thereof. 

 


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Re: Email limitation ARS 6.3

[Hromyak, Nicholas (DHCS-ITSD)]

Thank you again David.

 

I am beginning to wonder if I should do a ARRELOAD.  

I haven't done a ARRELOAD yet.  I usually restart the services.

I found this:

arreload -g Group -u User -a"" -p"" -s
 -f  -d

I might try it and see.

 

Thanks again.  

Anyone else?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, July 03, 2007 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

 

If the notification is working for all other groups than some how there
is a mismatch between the User and the Group and the system is saying
that no one in the group so no one to send the email to.

At this point I'm out of ideas.  Sorry I can't be of more help.  Maybe
some of the ITSM guru's will be back on line after the US holiday
tomorrow.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)

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EIE: Error while running a test exchange..

[Joe D'Souza]

ARS 7, and EIE 7.0.1 patch 4.

I get this error while running a data exchange..

Set fields active link running a process failed
Unable to retrieve host name and port for EIE Service. Make sure the AR
System user name and password are correct in 'EIE:ApplicationSettings' form.
(ARERR 1603)

Everything seems to be correct on the EIE Application Settings form.. I've
reentered the password 10 times over to make sure I didn't fat finger it.
All other settings are accurate on this form. What could it be?

Has anyone else faced this issue? Is there some other setting some other
place I have to be looking for?

Joe

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Re: Email limitation ARS 6.3

[Shellman, David]

If the notification is working for all other groups than some how there is a 
mismatch between the User and the Group and the system is saying that no one in 
the group so no one to send the email to.

At this point I'm out of ideas.  Sorry I can't be of more help.  Maybe some of 
the ITSM guru's will be back on line after the US holiday tomorrow.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Tue Jul 03 14:56:33 2007
Subject: Re: Email limitation ARS 6.3

Thank you for the help.

I tried recreating the group (orphaned some tickets - oops).
I tried recreating the user.  
I reset my email to the user and group account, still not working.
All of my other groups and user notifications work.
Could it be the group ID number?  I have it at 3200 right now.  Last I
checked, that is OK.

I could send more logs.  :)

I kept the filter logs running for one minute after I clicked save from
a reassignment.  

I am pretty lost what else to try.

Thanks again.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, July 03, 2007 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

The Stop and Start are associated with different filters. Sometimes it
can be a challenge to decide which ones match up. It's kind of hard to
tell from the snippets but I do think the notify filter is being
triggered but is then being passed over.  I would expect to see similar
lines like those that follow the Notify line that note the reassignment
of the ticket.

You should open the Groups form and search for the Group, then push the
Show Members button.  Seems like there is something up with that Group.
You may even want to add yourself for another test.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hromyak, Nicholas (DHCS-ITSD)
Sent: Tuesday, July 03, 2007 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

IS this the filter set for a NULL group that you are referring?

 

This is in beginning of Phase 3.  I didn't realize Phase 3 stops and
restarts multiple times.

 

   
  /* Mon
Jul 02 2007 11:48:13.6330 */Start filter processing -- Operation -
CREATE

   
   AR
System Email Messages - 

   
  Checking
AR System Email Messages Check Default Mailbox (300)

   
 -->
Failed qualification

 

 

 

Further down the log 

 

 

 

 

 

   
  /* Mon
Jul 02 2007 11:48:13.6800 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6800 */Stop filter processing

   
 
0: Notify

   
 
Priority: 0   Mechanism: Default   To: CDPH-CHCQ-LFS-Help

   
 
Change CHG8373, Low request urgency, has been reassigned to
group GROUP-Remedy.

   
 
Change CHG8373 (server
DEPARTMENTEISRMD01.intra.Department.ca.gov) has been reassigned to group
GROUP-Remedy.  No longer work on this entry, but contact GROUP-Remedy
with any additional information.  

Short Desc: TEST-Remedy Application - Request notification

Request Urgency: Low

 

 

 

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:16.1010 */Start filter processing -- Operation - GET

   
 
CHG:Change - CHG8373

   
  /* Mon
Jul 02 2007 11:48:16.1010 */ End of filter processing (phase 1)

   
  /* Mon
Jul 02 2007 11:48:16.1010 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:16.1010 */Stop filter processing

 /* Mon Jul 02 2007 11:48:23 */

 Workflow Trace Log -- OFF



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, July 02, 2007 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

 

Our processes are all home grown and we use the AR Groups solely as
permission Groups.  We have our own Support Group routines.

Take a hard look at the filter logs.  We have also found that if the To
field is blank, even if the CC field is not, the filter logs will show
it firing and the notify process will be defered to phase 3.  Then in
phase 3 the notify fails.

So place close attention to the filter logs, especially the phase 3
push.  It may be that for some reason the group is resolving to a null
group.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)


___
UNSUB

Re: Questions about the Display name in emails

[John Hanson]

Thanks - I was thinking that this would require some work on the
Exchange side.  I'll keep working with those folks to see if there's any
way for them to get around this issue.
 
John

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, July 03, 2007 9:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Questions about the Display name in emails


** 
John,
 
I'm not an Exchange expert but I think that the Exchange server
settings are going to over ride just about anything you do.  Often the
Exchange Admins will set it up so that if the email doesn't originate
within Exchange, the display name of the associated email address will
not show.  This prevents spam from outside looking like legitimate
email.  We went through this for some time where we only saw the senders
email address and not the display name.  Again it was for security
reasons.
 
 
Thankfully, our Exchange admins have now set up the Exchange
servers so that as long as it's sent from a valid mailbox that requires
a login, they will associate the display name.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Questions about the Display name in emails


** 

Hello, 

ARS 6.3 
Email 6.3 
Solaris 9 
Oracle 9.2 

Our Exchange administrators recently moved the Remedy mailbox to
a new Exchange 2003 server.  Since the move, emails sent out from Remedy
are no longer spoofing the display name, although they are still
spoofing the "From" and "Reply to" email addresses.  Before the mailbox
move, an email with my account name spoofed as the "From" & "Reply To"
names would come in as "John Hanson", but now that same email is coming
in as "Remedy [EMAIL PROTECTED] <[EMAIL PROTECTED]>".

I have already looked at the AR System Email Mailbox
Configuration form for the outgoing mailbox under the Advanced tab, and
noted that there is a field for "Display Name", currently set to
"Remedy".  Is there a way for this display name to dynamically change
for each email that Remedy sends out?

The Exchange admins say that the reason that Exchange is no
longer translating the name is due to increased security restrictions on
the new server.

Any help is greatly appreciated. 

Thank you, 

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


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


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Answers Are"

Re: Email limitation ARS 6.3

[Hromyak, Nicholas (DHCS-ITSD)]

Thank you for the help.

I tried recreating the group (orphaned some tickets - oops).
I tried recreating the user.  
I reset my email to the user and group account, still not working.
All of my other groups and user notifications work.
Could it be the group ID number?  I have it at 3200 right now.  Last I
checked, that is OK.

I could send more logs.  :)

I kept the filter logs running for one minute after I clicked save from
a reassignment.  

I am pretty lost what else to try.

Thanks again.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Tuesday, July 03, 2007 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

The Stop and Start are associated with different filters. Sometimes it
can be a challenge to decide which ones match up. It's kind of hard to
tell from the snippets but I do think the notify filter is being
triggered but is then being passed over.  I would expect to see similar
lines like those that follow the Notify line that note the reassignment
of the ticket.

You should open the Groups form and search for the Group, then push the
Show Members button.  Seems like there is something up with that Group.
You may even want to add yourself for another test.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hromyak, Nicholas (DHCS-ITSD)
Sent: Tuesday, July 03, 2007 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

IS this the filter set for a NULL group that you are referring?

 

This is in beginning of Phase 3.  I didn't realize Phase 3 stops and
restarts multiple times.

 

   
  /* Mon
Jul 02 2007 11:48:13.6330 */Start filter processing -- Operation -
CREATE

   
   AR
System Email Messages - 

   
  Checking
AR System Email Messages Check Default Mailbox (300)

   
 -->
Failed qualification

 

 

 

Further down the log 

 

 

 

 

 

   
  /* Mon
Jul 02 2007 11:48:13.6800 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6800 */Stop filter processing

   
 
0: Notify

   
 
Priority: 0   Mechanism: Default   To: CDPH-CHCQ-LFS-Help

   
 
Change CHG8373, Low request urgency, has been reassigned to
group GROUP-Remedy.

   
 
Change CHG8373 (server
DEPARTMENTEISRMD01.intra.Department.ca.gov) has been reassigned to group
GROUP-Remedy.  No longer work on this entry, but contact GROUP-Remedy
with any additional information.  

Short Desc: TEST-Remedy Application - Request notification

Request Urgency: Low

 

 

 

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:16.1010 */Start filter processing -- Operation - GET

   
 
CHG:Change - CHG8373

   
  /* Mon
Jul 02 2007 11:48:16.1010 */ End of filter processing (phase 1)

   
  /* Mon
Jul 02 2007 11:48:16.1010 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:16.1010 */Stop filter processing

 /* Mon Jul 02 2007 11:48:23 */

 Workflow Trace Log -- OFF



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, July 02, 2007 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

 

Our processes are all home grown and we use the AR Groups solely as
permission Groups.  We have our own Support Group routines.

Take a hard look at the filter logs.  We have also found that if the To
field is blank, even if the CC field is not, the filter logs will show
it firing and the notify process will be defered to phase 3.  Then in
phase 3 the notify fails.

So place close attention to the filter logs, especially the phase 3
push.  It may be that for some reason the group is resolving to a null
group.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)


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Re: Linux supported versions for ARS 7

[Shellman, David]

Jason,
 
I'm sending it directly to you.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Taker, Jason
Sent: Tuesday, July 03, 2007 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Linux supported versions for ARS 7


** 

Can someone please provide me with the compatibility matrix for ARS
version 7, specifically the Mid-Tier?  I no longer have access to the
support site but require this information.

 

Thanks in advance.

 

Thank you, 
Jason Taker 

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information that is confidential or privileged. Sierra Systems Group
Inc. and its affiliates accept no responsibility for any loss or damage
suffered by any person resulting from any unauthorized use of or
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Linux supported versions for ARS 7

[Taker, Jason]

Can someone please provide me with the compatibility matrix for ARS
version 7, specifically the Mid-Tier?  I no longer have access to the
support site but require this information.

 

Thanks in advance.

 

Thank you, 
Jason Taker 



Notice Regarding Confidentiality
This email, including any and all attachments, (this "Email") is intended only 
for the party to whom it is addressed and may contain information that is 
confidential or privileged.  Sierra Systems Group Inc. and its affiliates 
accept no responsibility for any loss or damage suffered by any person 
resulting from any unauthorized use of or reliance upon this Email.  If you are 
not the intended recipient, you are hereby notified that any dissemination, 
copying or other use of this Email is prohibited.  Please notify us of the 
error in communication by return email and destroy all copies of this Email.  
Thank you.

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Hide links from home pages

[Rami S Ayoub]

**

Hi List,

 

I'm trying to hide some likes from the home page for the user they have 
Incident User 

 

1-   Approval Central.

2-   AR Sample Application Console 

3-   Application Administration Console

 

Any Idea.

 

Regards,

Rami


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Re: Questions about the Display name in emails

[Shellman, David]

John,
 
I'm not an Exchange expert but I think that the Exchange server settings
are going to over ride just about anything you do.  Often the Exchange
Admins will set it up so that if the email doesn't originate within
Exchange, the display name of the associated email address will not
show.  This prevents spam from outside looking like legitimate email.
We went through this for some time where we only saw the senders email
address and not the display name.  Again it was for security reasons.
 
 
Thankfully, our Exchange admins have now set up the Exchange servers so
that as long as it's sent from a valid mailbox that requires a login,
they will associate the display name.
 
Dave



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Hanson
Sent: Tuesday, July 03, 2007 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Questions about the Display name in emails


** 

Hello, 

ARS 6.3 
Email 6.3 
Solaris 9 
Oracle 9.2 

Our Exchange administrators recently moved the Remedy mailbox to a new
Exchange 2003 server.  Since the move, emails sent out from Remedy are
no longer spoofing the display name, although they are still spoofing
the "From" and "Reply to" email addresses.  Before the mailbox move, an
email with my account name spoofed as the "From" & "Reply To" names
would come in as "John Hanson", but now that same email is coming in as
"Remedy [EMAIL PROTECTED] <[EMAIL PROTECTED]>".

I have already looked at the AR System Email Mailbox Configuration form
for the outgoing mailbox under the Advanced tab, and noted that there is
a field for "Display Name", currently set to "Remedy".  Is there a way
for this display name to dynamically change for each email that Remedy
sends out?

The Exchange admins say that the reason that Exchange is no longer
translating the name is due to increased security restrictions on the
new server.

Any help is greatly appreciated. 

Thank you, 

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


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it___

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Re: Problem reassigning ticket

[Kaiser Norm E CIV USAF 96 CS/SCCE]

Does the user whose shoulder you're looking over have permissions to the
support form and field the workflow is attempting to pull from?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of McManus Michael A SSgt HQ 754
ELSG/DOMH
Sent: Tuesday, July 03, 2007 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Problem reassigning ticket

 

Hey Listers,

I'm having an odd problem with a couple of our users that are trying to
update tickets.  For some reason, when they update a ticket and try to
reassign it to someone else, they're getting an ARERR 1602.

 

My log files contained the following:  Checking
INC:Validate System acronym (0)

 -> Passed qualification -- perform if actions

  0: Set Fields

  Error while performing active link action

 

 

1602, to my knowledge means the set fields if qualification failed, and
since 'display no match error' is selected in that active link, the
error message appears.  The problem is, the qualification should be
evaluating as valid.  Here's the set field if: $System_Acronym$ =
'System_Acronym' and it reads the value from a form called
System_Information

If no requests match:
Display no match error

If multiple requests
match: Use first matching request



Name: System_Acronym

Value: $System_Acronym$

 

It appears that for some reason, the active link is checking the
System_Information form and looking for the system acronym in the field
and deciding it doesn't exist and firing the error.  The system acronym
in the ticket is SFMIS and SFMIS most assuredly exists in the
System_Information form.  I'm unable to duplicate the error at my
workstation, but looking over the shoulder of one of the users having
the problem, I didn't see anything out of the ordinary in the process.
The fact that I can't duplicate the error leads me to believe it's
something on his end, but it appears to be workflow related so the logic
doesn't follow.

 

Any ideas?

 

Thanks,

 

Michael A. McManus, SSgt, USAF

Remedy Developer

HQ 754 ELSG/DOMH

DSN: 596-6478 / Comm: 334-416-6478

 

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Re: Email limitation ARS 6.3

[Shellman, David]

The Stop and Start are associated with different filters. Sometimes it
can be a challenge to decide which ones match up. It's kind of hard to
tell from the snippets but I do think the notify filter is being
triggered but is then being passed over.  I would expect to see similar
lines like those that follow the Notify line that note the reassignment
of the ticket.

You should open the Groups form and search for the Group, then push the
Show Members button.  Seems like there is something up with that Group.
You may even want to add yourself for another test.

Dave

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hromyak, Nicholas (DHCS-ITSD)
Sent: Tuesday, July 03, 2007 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

IS this the filter set for a NULL group that you are referring?

 

This is in beginning of Phase 3.  I didn't realize Phase 3 stops and
restarts multiple times.

 

   
  /* Mon
Jul 02 2007 11:48:13.6330 */Start filter processing -- Operation -
CREATE

   
   AR
System Email Messages - 

   
  Checking
AR System Email Messages Check Default Mailbox (300)

   
 -->
Failed qualification

 

 

 

Further down the log 

 

 

 

 

 

   
  /* Mon
Jul 02 2007 11:48:13.6800 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6800 */Stop filter processing

   
 
0: Notify

   
 
Priority: 0   Mechanism: Default   To: CDPH-CHCQ-LFS-Help

   
 
Change CHG8373, Low request urgency, has been reassigned to
group GROUP-Remedy.

   
 
Change CHG8373 (server
DEPARTMENTEISRMD01.intra.Department.ca.gov) has been reassigned to group
GROUP-Remedy.  No longer work on this entry, but contact GROUP-Remedy
with any additional information.  

Short Desc: TEST-Remedy Application - Request notification

Request Urgency: Low

 

 

 

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:16.1010 */Start filter processing -- Operation - GET

   
 
CHG:Change - CHG8373

   
  /* Mon
Jul 02 2007 11:48:16.1010 */ End of filter processing (phase 1)

   
  /* Mon
Jul 02 2007 11:48:16.1010 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:16.1010 */Stop filter processing

 /* Mon Jul 02 2007 11:48:23 */

 Workflow Trace Log -- OFF



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, July 02, 2007 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

 

Our processes are all home grown and we use the AR Groups solely as
permission Groups.  We have our own Support Group routines.

Take a hard look at the filter logs.  We have also found that if the To
field is blank, even if the CC field is not, the filter logs will show
it firing and the notify process will be defered to phase 3.  Then in
phase 3 the notify fails.

So place close attention to the filter logs, especially the phase 3
push.  It may be that for some reason the group is resolving to a null
group.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)


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ITSM Notifications and Business Hours

[Rick Cook]

Are Email notifications supposed to be sent out for Incidents that are
submitted after the business hours for the Assignee/Assignee Group?  I can't
find anything in the docs that tell about this, and don't see a setting in
any of the Config forms, either.
 
They are apparently not sent out, but I want to confirm that it's the
expected action, and whether it's configurable.
 
Rick Cook

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Re: Mid Tier only, wrong date in results

[Axton]

Ok, in 7.0.1 p3, there was a defect that was addressed that I thought
might be related.  It was impacting our environment in similar ways:

SW00261139: The mid tier fails to load the correct time zone file for
the user's time zone when the user bypasses the login screen.

In our case, the stock login.jsp was bypassed because we use an sso
solution that uses the sso login pages.

Axton Grams

On 7/3/07, Wheeler, Dylan <[EMAIL PROTECTED]> wrote:

Axton,
We're on 6.3 Patch 21. It does the same with our SSO server and a
straight OOB login server.

George,
That's the only ticket after 5pm on that day. I'll manually play with
the dates on a couple test records to see if it's an issue with the
timezone.

Thanks for the advice all, always appreciate it :)

Dylan

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, July 03, 2007 7:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier only, wrong date in results


What version of mid-tier (and patch level)?  Are you using the login.jsp
included with the mid-tier when logging in, or are you using another
method for authentication (url params, sso, customized login.jsp, etc.)?

On 7/3/07, Payne, George <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Dylan,
>
>
>
> Could it be a TIME ZONE issue on the mid tier either with the server
> or with the user's profile?  Is that the only ticket resolved after
> 5pm on 5/31?
>
>
>
> Gp
>
>
>
>
> George Payne
>
> Assistant Director, User Services
>
> Information Technology Services
>
> University of Texas at Austin
>
> 512.232.7513
>
>  
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
>  Sent: Monday, July 02, 2007 5:34 PM
>  To: arslist@ARSLIST.ORG
>  Subject: Mid Tier only, wrong date in results
>
>
>
>
>
> I have a user that runs an advanced query to get her results. The
> problem I'm seeing is that the same exact query run in the user tool
> gives different results then in the mid tier. I have a date/time field

> I put in called Resolved. The query she runs is
>
>
>
>
>
> 'Resolved' >= "6/1/2007" AND 'Resolved' < "7/01/2007"
>
>
>
>
>
> The user tool will return the correct results, the mid tier pulls up
> an extra one that has the Resolved field set to 5/31/2007 5:26:51 PM
>
>
>
>
>
> Is there something funky that happens with mid tier queries or did I
> find yet another mid tier bug?
>
>
>
>
> -
>
> Dylan Wheeler
>  Production Control Analyst Principal
>  IT Operations
>  Downey Savings & Loan Association, F.A.
>  Email: [EMAIL PROTECTED]
>
> This message and any attachments are for the intended recipient(s)
> only and may contain privileged, confidential and/or proprietary
> information about Downey Savings or its customers, which Downey
> Savings does not intend to disclose to the public. If you received
> this message by mistake, please notify the sender by reply e-mail and
> delete the message and attachments.
>
>
>
>
>
>
> This message and any attachments are for the intended recipient(s)
> only and may contain privileged, confidential and/or proprietary
> information about Downey Savings or its customers, which Downey
> Savings does not intend to disclose to the public.  If you received
> this message by mistake, please notify the sender by reply e-mail and
> delete the message and attachments.
> __20060125___This posting was submitted with HTML
> in it___ __20060125___This
> posting was submitted with HTML in it___


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This message and any attachments are for the intended recipient(s) only and may 
contain privileged, confidential and/or proprietary information about Downey 
Savings or its customers, which Downey Savings does not intend to disclose to 
the public.  If you received this message by mistake, please notify the sender 
by reply e-mail and delete the message and attachments.

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Re: Mid-Tier Crystal Reports get data from wrong server SOLVED

[Dwayne Martin]

AR System User Preferences, Advanced Tab, Report Server field still had the old 
server name.  When I put in the right server name it worked.

Thanks to Carrie Rodriguez of Support for this solution.

Dwayne Martin
James Madison University

Dwayne Martin
Computing Support
James Madison University

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--- Begin Message ---
Hello Everyone,

We have moved our AR System to a new server.  In the User tool, Crystal Reports 
display the correct data.  In Mid-Tier they are pulling data from the old 
server, or trying to.

We have a control panel with a single record.  Mid-Tier displays the record 
from the old server.  If we shut down the old server it says, "ARERR [9200] 
User has no access permission to bluejay [the old server]."

I updated the "AR Server" setting in the "AR System ODBC Data Source" on the 
web server machine and rebooted it, but no luck.  I can't find anyplace else 
that would cause Mid-Tier to look for the old server.

I've tried both checking and un-checking the report's "verify On First Refresh" 
setting.

I've also cleared the cache on both Mid-Tier and my browser.  It is an IE 
browser, and I have "Check for newer versions. . ." set to "Every visit to the 
page."

What am I missing?

(ARS 7.01 p3, Linux ARS Server, Mid Tier 6.3 on IIS 5 web server on Win 2K 
machine)

Dwayne Martin
Computing Support
James Madison University

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--- End Message ---

Problem reassigning ticket

[McManus Michael A SSgt HQ 754 ELSG/DOMH]

Hey Listers,
I'm having an odd problem with a couple of our users that are trying to update 
tickets.  For some reason, when they update a ticket and try to reassign it to 
someone else, they're getting an ARERR 1602.

My log files contained the following:  Checking INC:Validate 
System acronym (0)
 -> Passed qualification -- perform if actions
  0: Set Fields
  Error while performing active link action


1602, to my knowledge means the set fields if qualification failed, and since 
'display no match error' is selected in that active link, the error message 
appears.  The problem is, the qualification should be evaluating as valid.  
Here's the set field if: $System_Acronym$ = 'System_Acronym' and it reads the 
value from a form called System_Information
If no requests match: Display 
no match error
If multiple requests match: Use 
first matching request

Name: System_Acronym
Value: $System_Acronym$

It appears that for some reason, the active link is checking the 
System_Information form and looking for the system acronym in the field and 
deciding it doesn't exist and firing the error.  The system acronym in the 
ticket is SFMIS and SFMIS most assuredly exists in the System_Information form. 
 I'm unable to duplicate the error at my workstation, but looking over the 
shoulder of one of the users having the problem, I didn't see anything out of 
the ordinary in the process.  The fact that I can't duplicate the error leads 
me to believe it's something on his end, but it appears to be workflow related 
so the logic doesn't follow.

Any ideas?

Thanks,

Michael A. McManus, SSgt, USAF
Remedy Developer
HQ 754 ELSG/DOMH
DSN: 596-6478 / Comm: 334-416-6478


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Questions about the Display name in emails

[John Hanson]

Hello,

ARS 6.3
Email 6.3
Solaris 9
Oracle 9.2

Our Exchange administrators recently moved the Remedy mailbox to a new
Exchange 2003 server.  Since the move, emails sent out from Remedy are
no longer spoofing the display name, although they are still spoofing
the "From" and "Reply to" email addresses.  Before the mailbox move, an
email with my account name spoofed as the "From" & "Reply To" names
would come in as "John Hanson", but now that same email is coming in as
"Remedy [EMAIL PROTECTED] <[EMAIL PROTECTED]>".
I have already looked at the AR System Email Mailbox Configuration form
for the outgoing mailbox under the Advanced tab, and noted that there is
a field for "Display Name", currently set to "Remedy".  Is there a way
for this display name to dynamically change for each email that Remedy
sends out?
The Exchange admins say that the reason that Exchange is no longer
translating the name is due to increased security restrictions on the
new server.
Any help is greatly appreciated.

Thank you,

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



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Web Services error

[Drake,Dave]

Hi all,
Created a wsdl and verified it, then an application to consume it.
Worked great in our dev environment, but gets the following error when I
import/use it in our production environment:
ARERR [9130] Invalid number of parameters for Web Service call : 9130
Has anyone seen this or know anything about it?  Thanks!

ARS 7.0.1 p002, SQL 2K, Win2K3

Dave Drake | Remedy Administrator | Cerner Corporation - CernerWorks |
816-201-1823 | [EMAIL PROTECTED] 
| www.cerner.com  

--
CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner Corporation and are intended only for the addressee. The information 
contained in this message is confidential and may constitute inside or 
non-public information under international, federal, or state securities laws. 
Unauthorized forwarding, printing, copying, distribution, or use of such 
information is strictly prohibited and may be unlawful. If you are not the 
addressee, please promptly delete this message and notify the sender of the 
delivery error by e-mail or you may call Cerner's corporate offices in Kansas 
City, Missouri, U.S.A at (+1) (816)221-1024.  Cerner Limited, Registered in 
England no 2519305, Registered Office 37 North Wharf Road, London W2 1AF.

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ARERR 8939 AR System Plug-In server is not responding

[Moore, Chris]

I set up a demo box for ITSM 7, and I get the error ARERR 8939 when we
try and open the Overview Console or the Problem Management Console.  I
looked on the admin client and there is not a Plug-In server configured.
Do I have to configure one?  Everything else is all out of the box-
running on a desktop with XP Pro, SP2 on a demo version of SQL 2005.

 

Thanks, 

Chris


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Re: Mid Tier only, wrong date in results

[Wheeler, Dylan]

Axton,
We're on 6.3 Patch 21. It does the same with our SSO server and a
straight OOB login server.

George,
That's the only ticket after 5pm on that day. I'll manually play with
the dates on a couple test records to see if it's an issue with the
timezone.

Thanks for the advice all, always appreciate it :)

Dylan

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, July 03, 2007 7:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier only, wrong date in results


What version of mid-tier (and patch level)?  Are you using the login.jsp
included with the mid-tier when logging in, or are you using another
method for authentication (url params, sso, customized login.jsp, etc.)?

On 7/3/07, Payne, George <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Dylan,
>
>
>
> Could it be a TIME ZONE issue on the mid tier either with the server 
> or with the user's profile?  Is that the only ticket resolved after 
> 5pm on 5/31?
>
>
>
> Gp
>
>
>
>
> George Payne
>
> Assistant Director, User Services
>
> Information Technology Services
>
> University of Texas at Austin
>
> 512.232.7513
>
>  
>
>
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
>  Sent: Monday, July 02, 2007 5:34 PM
>  To: arslist@ARSLIST.ORG
>  Subject: Mid Tier only, wrong date in results
>
>
>
>
>
> I have a user that runs an advanced query to get her results. The 
> problem I'm seeing is that the same exact query run in the user tool 
> gives different results then in the mid tier. I have a date/time field

> I put in called Resolved. The query she runs is
>
>
>
>
>
> 'Resolved' >= "6/1/2007" AND 'Resolved' < "7/01/2007"
>
>
>
>
>
> The user tool will return the correct results, the mid tier pulls up 
> an extra one that has the Resolved field set to 5/31/2007 5:26:51 PM
>
>
>
>
>
> Is there something funky that happens with mid tier queries or did I 
> find yet another mid tier bug?
>
>
>
>
> -
>
> Dylan Wheeler
>  Production Control Analyst Principal
>  IT Operations
>  Downey Savings & Loan Association, F.A.
>  Email: [EMAIL PROTECTED]
>
> This message and any attachments are for the intended recipient(s) 
> only and may contain privileged, confidential and/or proprietary 
> information about Downey Savings or its customers, which Downey 
> Savings does not intend to disclose to the public. If you received 
> this message by mistake, please notify the sender by reply e-mail and 
> delete the message and attachments.
>
>
>
>
>
>
> This message and any attachments are for the intended recipient(s) 
> only and may contain privileged, confidential and/or proprietary 
> information about Downey Savings or its customers, which Downey 
> Savings does not intend to disclose to the public.  If you received 
> this message by mistake, please notify the sender by reply e-mail and 
> delete the message and attachments. 
> __20060125___This posting was submitted with HTML 
> in it___ __20060125___This
> posting was submitted with HTML in it___


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This message and any attachments are for the intended recipient(s) only and may 
contain privileged, confidential and/or proprietary information about Downey 
Savings or its customers, which Downey Savings does not intend to disclose to 
the public.  If you received this message by mistake, please notify the sender 
by reply e-mail and delete the message and attachments.

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Email Engine quit polling incoming mailboxes

[Jackie Morris]

Hi All-

 

We have several mail boxes configured as incoming within our ARSystem.
Been doing this for over 4 years.

 

Just yesterday, we experienced an issue where the mail stopped going out
and the polling also stopped.   We restarted the email engine and now
the mail is going out but we still cannot get polling started.

Neither of us are java experts, but the error in the log when it quits
is:

java.lang.IllegalStateException: Folder is not Open.  

 

Then the log continues to write the same statement with the same
timestamp, which would appear to be the time the polling quits, and
continues each time it tries to hit a mailbox.  Over and over again.
Same message, same timestamp.

 

We have tried to restart the engine several times and once we even
rebooted the server.  Our Cust Service organization relies on the
incoming email from our customers so we need to get this looked at.  I
have a ticket into Remedy Support but can't sit here all day (the day
before a holiday) and hope they call.

 

We think it may have something to do with memory, but not sure.

 

Any ideas?

 

ARS 6.0.3 P20 (Email also)

Oracle 9i

Solaris 9

 

Thanks

Jackie Morris

Easylink Services

 

PS-Hi Mike!


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Re: Email limitation ARS 6.3

[Hromyak, Nicholas (DHCS-ITSD)]

IS this the filter set for a NULL group that you are referring?

 

This is in beginning of Phase 3.  I didn't realize Phase 3 stops and
restarts multiple times.

 

   
  /* Mon
Jul 02 2007 11:48:13.6330 */Start filter processing -- Operation -
CREATE

   
   AR
System Email Messages - 

   
  Checking
AR System Email Messages Check Default Mailbox (300)

   
 -->
Failed qualification

 

 

 

Further down the log 

 

 

 

 

 

   
  /* Mon
Jul 02 2007 11:48:13.6800 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6800 */Stop filter processing

   
 
0: Notify

   
 
Priority: 0   Mechanism: Default   To: CDPH-CHCQ-LFS-Help

   
 
Change CHG8373, Low request urgency, has been reassigned to
group GROUP-Remedy.

   
 
Change CHG8373 (server
DEPARTMENTEISRMD01.intra.Department.ca.gov) has been reassigned to group
GROUP-Remedy.  No longer work on this entry, but contact GROUP-Remedy
with any additional information.  

Short Desc: TEST-Remedy Application - Request notification

Request Urgency: Low

 

 

 

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:13.6950 */Stop filter processing

   
  /* Mon
Jul 02 2007 11:48:16.1010 */Start filter processing -- Operation - GET

   
 
CHG:Change - CHG8373

   
  /* Mon
Jul 02 2007 11:48:16.1010 */ End of filter processing (phase 1)

   
  /* Mon
Jul 02 2007 11:48:16.1010 */ Restart of filter processing (phase 3)

   
  /* Mon
Jul 02 2007 11:48:16.1010 */Stop filter processing

 /* Mon Jul 02 2007 11:48:23 */

 Workflow Trace Log -- OFF



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, July 02, 2007 4:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3

 

Our processes are all home grown and we use the AR Groups solely as
permission Groups.  We have our own Support Group routines.

Take a hard look at the filter logs.  We have also found that if the To
field is blank, even if the CC field is not, the filter logs will show
it firing and the notify process will be defered to phase 3.  Then in
phase 3 the notify fails.

So place close attention to the filter logs, especially the phase 3
push.  It may be that for some reason the group is resolving to a null
group.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)

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EMP: Seeking Contract Work in or around New York City; Certified, Experienced

[Rabi Tripathi]

Time to dust off my resume and hop to the next one. 

I have done it all...analysis (process, workflow),
architecture, documentation (design doc, proposals,
training doc, RFPs, responding to RFPs), development,
training, presentations etc. And done it well
consistently.

Got the latest certifications (RAC; ok, the ITIL one
is a bit old). Done most of the bells and whistles of
Remedy, not to mention taming of the ITSM beast. Done
some non-Remedy coding too...C, Perl, VBasic, some
Java etc. Can handle database, OS, Network stuff.

Write me off the list if you have anything in or
around New York City, or remote work with only
*limited* travel, if any.

Cheers.


 

Finding fabulous fares is fun.  
Let Yahoo! FareChase search your favorite travel sites to find flight and hotel 
bargains.
http://farechase.yahoo.com/promo-generic-14795097

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Re: Mid Tier only, wrong date in results

[Axton]

What version of mid-tier (and patch level)?  Are you using the
login.jsp included with the mid-tier when logging in, or are you using
another method for authentication (url params, sso, customized
login.jsp, etc.)?

On 7/3/07, Payne, George <[EMAIL PROTECTED]> wrote:

**



Dylan,



Could it be a TIME ZONE issue on the mid tier either with the server or with
the user's profile?  Is that the only ticket resolved after 5pm on 5/31?



Gp




George Payne

Assistant Director, User Services

Information Technology Services

University of Texas at Austin

512.232.7513

 


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
 Sent: Monday, July 02, 2007 5:34 PM
 To: arslist@ARSLIST.ORG
 Subject: Mid Tier only, wrong date in results





I have a user that runs an advanced query to get her results. The problem
I'm seeing is that the same exact query run in the user tool gives different
results then in the mid tier. I have a date/time field I put in called
Resolved. The query she runs is





'Resolved' >= "6/1/2007" AND 'Resolved' < "7/01/2007"





The user tool will return the correct results, the mid tier pulls up an
extra one that has the Resolved field set to 5/31/2007 5:26:51 PM





Is there something funky that happens with mid tier queries or did I find
yet another mid tier bug?




-

Dylan Wheeler
 Production Control Analyst Principal
 IT Operations
 Downey Savings & Loan Association, F.A.
 Email: [EMAIL PROTECTED]

This message and any attachments are for the intended recipient(s) only and
may contain privileged, confidential and/or proprietary information about
Downey Savings or its customers, which Downey Savings does not intend to
disclose to the public. If you received this message by mistake, please
notify the sender by reply e-mail and delete the message and attachments.






This message and any attachments are for the intended recipient(s) only and
may contain privileged, confidential and/or proprietary information about
Downey Savings or its customers, which Downey Savings does not intend to
disclose to the public.  If you received this message by mistake, please
notify the sender by reply e-mail and delete the message and attachments.
__20060125___This posting was submitted
with HTML in it___ __20060125___This
posting was submitted with HTML in it___


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Re: ARS 7.0.1P2 arerror 94 - database timeouts

[Payne, George]

Susan,

 

I'm certainly not implying that you haven't looked here, but you didn't'
mention whether or not you've looked at your escalations or escalation
log.  I've had escalations cause a cascading effect that was recurring
and hard to catch.

 

Gp

 

George Payne

Assistant Director, User Services

Information Technology Services

University of Texas at Austin

512.232.7513



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, July 02, 2007 10:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.0.1P2 arerror 94 - database timeouts

 

Susan, I would look at interactions between Remedy and other
applications and/or plugins with things like LDAP.  If your plugins were
locking up threads (i.e. waiting for connection or response, timing out,
etc.), it seems like that would cause your thread count to increase.

 

I don't remember what version of ARS you upgraded from, but it's
possible that API parameters have changed between that version and 7.x.

 

Rick 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Monday, July 02, 2007 7:43 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.0.1P2 arerror 94 - database timeouts

** 

Hi everyone,

 

Upgraded to ARS v7.0.1P2 last Wednesday.  Went remarkably well, although
we didn't attempt to do Approval, Assignment or Flashboards at this
time.  We did do the mail engine which we haven't done anything with. 

 

Since we upgraded near two times a day (except Sat/Sun) the threads to
the database increase from a normal 7 to 15 within a 5 min period
(likely less) and we reach a point where we get error 94 database
timeout errors.  We restart the AR Server services and everything goes
back to normal. 

 

I do have an open support ticket and we really don't want to go there.  

 

So I'm trying to figure out what could be causing it.  We did develop
343 errors after the install and I've been trying to fix them (filter
action count errors).  Of course everything is not going as described in
the KB that was provided. 

 

One thing I've found interesting is that on Thur, Fri and Mon this
phenomena occurred between 3:30-4:00 pm.  So I've looked through the sql
logs looking for clues.  No errors in the arerror.log before the timeout
occurs.  There's been about the same number of users on each time, but
that same number has been basically been working all day.  It's not like
it is a slow build up, say a new thread added every 5 minutes, its like
zoom they're added.  It is only LIST threads, the FAST threads remain
steady with no increase.  There's no unusual queries going on from what
I could see in the sql logs. 

 

No changes were made to the application, its HD V5.0 customized about
85%.  

 

I'm told there's no errors in the Oracle 10g logs.  We did the upgrade
from 9 to 10 last Wednesday also.  Although I don't know where to look
its probably something I should poke around in.

 

It almost seems to me like something happens to the connection to the
database which is on a SAN.  But I don't know how to show that.

 

Of course, everyone points to Remedy.  What I find odd is that a restart
of services takes everything immediately back to normal.

 

I've seen in the arerror.log occasional thread drops but they appear to
be directly related to the 343 errors and are at different times, not
even near the db timeout occurrences.

 

So if anyone has seen anything like this or has another perspective I'm
not looking at, I'd appreciate your help.

 

Thanks in advance,

Susan

 

Susan Palmer

ShopperTrak

 

ARS 7.0.1P2

Oracle 10g

Windows 2003

 

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it___ 

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it___

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Re: Mid Tier only, wrong date in results

[Payne, George]

Dylan,

 

Could it be a TIME ZONE issue on the mid tier either with the server or
with the user's profile?  Is that the only ticket resolved after 5pm on
5/31?

 

Gp

 

George Payne

Assistant Director, User Services

Information Technology Services

University of Texas at Austin

512.232.7513



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan
Sent: Monday, July 02, 2007 5:34 PM
To: arslist@ARSLIST.ORG
Subject: Mid Tier only, wrong date in results

 

I have a user that runs an advanced query to get her results. The
problem I'm seeing is that the same exact query run in the user tool
gives different results then in the mid tier. I have a date/time field I
put in called Resolved. The query she runs is

 

'Resolved' >= "6/1/2007" AND 'Resolved' < "7/01/2007"

 

The user tool will return the correct results, the mid tier pulls up an
extra one that has the Resolved field set to 5/31/2007 5:26:51 PM

 

Is there something funky that happens with mid tier queries or did I
find yet another mid tier bug?

 

- 

Dylan Wheeler
Production Control Analyst Principal 
IT Operations 
Downey Savings & Loan Association, F.A. 
Email: [EMAIL PROTECTED]   

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and may contain privileged, confidential and/or proprietary information
about Downey Savings or its customers, which Downey Savings does not
intend to disclose to the public. If you received this message by
mistake, please notify the sender by reply e-mail and delete the message
and attachments.

 

 

This message and any attachments are for the intended recipient(s) only
and may contain privileged, confidential and/or proprietary information
about Downey Savings or its customers, which Downey Savings does not
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mistake, please notify the sender by reply e-mail and delete the message
and attachments.

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Re: mid tier reporting w/o Crystal Reports (if possible?)

[Carey Matthew Black]

Brad,

I asked a while back for information about the reporting "structure"
to see if BMC supported any kind of "semi standard" way for a Jasper
Mid-Tier report plugin could be created and received no answer from
anyone. I am confident that it could be done, but without an "official
path forward" you would be doomed to reinvent the wheel for every
version.

However if your on v7... then I think you have a few more options
with a DVF. ( But I have yet to find enough time to make one that
fully works.)

I can say that I have ported the Jasper integration to the Remedy Java(JNI) API.
I can also add that it still has some issues.
And that I hope that the v7.1 "pure Java" api will make a full rewrite
of it even easier. (But time will tell.)

--
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 7/3/07, bradley joerres <[EMAIL PROTECTED]> wrote:

**

Has anyone utilized open source software to generate reports w/ mid tier? I
did a quick search and haven't found much discussion since 2006 regarding
Jasper or other open source tools.  Is Crystal that much easier to use? We
are running at 6.3 and looking to upgrade to 7.0 shortly.  Any comments or
suggestions are greatly appreciated.

Thank you.

Brad Joerres
Thomson Financial
Junior Remedy Developer


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Re: Requester Console. Event error 326

[Ben Cantatore]

If the message says required field cannot be reset to a null value that 
probably means that somehow the Urgency field is null in the SRM:Request 
form.  This form like most forms in version 7 is alias so when you search 
for SRM:Requests, Service Request is what shows up, that's the form you 
want to check.  If the urgency field is empty, then that's definately the 
problem.  Check the Summary Defination form and see if somehow your impact 
field is null (can't imagine that being the case as its required).  Then 
I'd recommend flipping on the logs and see what values are getting set 
when you try to submit.  You will probably require both server and client 
side logging to see the whole picture.

Also, is this the first time you're setting this up or has this been 
working?  If this was previously working, I'd check back to the last time 
it was working and see what may have changed.  If this is a new setup, 
check over all your configuration settings.

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



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

07/03/2007 04:26 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Requester Console. Event error 326






Trying to register Change requests via Requster Console, but they get
stuck with Request ID: In process.

When checking the CAI: Events form it says.
--- snip ---
Return Message : ARCreateEntry - Required field cannot be reset to a
NULL valueSRM:Request :
 Urgency
Rtn Message Code : 326
--- snip ---

The Urgency field in the Requester Console is mandatory and filled in
via a selectbox.

Reading KM-00024637 (Troubleshooting Problems with the Requester
Console in ITSM 7.0) at BMC Support-site, it says:

3. Open the SRM:Request form and see if there was a record created for
this event.

The problem is that I can't find this form other than via
Admintool.

The KM-00024637 also says that I should find three records in CAI:
Events form with the Events:
SRM_OUT_CREATE_APP_REQUEST, SRM_OUT_ACTIVATE_APP_REQUEST and
SRM_IN_PUSH_APP_REQUEST_INFO

All with Return Message "Success"
But I only got Event: SRM_OUT_CREATE_APP_REQUEST
with above mentioned error. (between the snippets)

Any clues?

(Running BMC Remedy 7.0.01 with BMC Change Mgmt
on Windows 2003..)

/regards Johan

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Re: Requester Console. Event error 326

[Chapman, Colin]

The SRM:Request form can be found in the User tool by its alias name,
Service Request 


Colin 

 
ARS 7  ServiceDesk 7 MSSQL2005 Windows2003
Colin Chapman, UNCW
Phone: 910-962-7356
Email: [EMAIL PROTECTED]



 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lunkwill
Sent: Tuesday, July 03, 2007 4:27 AM
To: arslist@ARSLIST.ORG
Subject: Requester Console. Event error 326

Trying to register Change requests via Requster Console, but they get
stuck with Request ID: In process.

When checking the CAI: Events form it says.
--- snip ---
Return Message : ARCreateEntry - Required field cannot be reset to a
NULL valueSRM:Request :
 Urgency
Rtn Message Code : 326
--- snip ---

The Urgency field in the Requester Console is mandatory and filled in
via a selectbox.

Reading KM-00024637 (Troubleshooting Problems with the Requester
Console in ITSM 7.0) at BMC Support-site, it says:

3. Open the SRM:Request form and see if there was a record created for
this event.

The problem is that I can't find this form other than via Admintool.

The KM-00024637 also says that I should find three records in CAI:
Events form with the Events:
SRM_OUT_CREATE_APP_REQUEST, SRM_OUT_ACTIVATE_APP_REQUEST and
SRM_IN_PUSH_APP_REQUEST_INFO

All with Return Message "Success"
But I only got Event: SRM_OUT_CREATE_APP_REQUEST with above mentioned
error. (between the snippets)

Any clues?

(Running BMC Remedy 7.0.01 with BMC Change Mgmt on Windows 2003..)

/regards Johan


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mid tier reporting w/o Crystal Reports (if possible?)

[bradley joerres]

Has anyone utilized open source software to generate reports w/ mid tier? I
did a quick search and haven't found much discussion since 2006 regarding
Jasper or other open source tools.  Is Crystal that much easier to use? We
are running at 6.3 and looking to upgrade to 7.0 shortly.  Any comments or
suggestions are greatly appreciated.

Thank you.

Brad Joerres
Thomson Financial
Junior Remedy Developer

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Re: Email limitation ARS 6.3

[Shellman, David]

Stephen,

We found that limit also.  That one is an easy fix.  Increase the field size of 
the Field Values on the Variable Replacement tab in the AR System Email 
Messages form.

I set the field size to 0 to negate any field limitations.  We haven't found 
any other limit yet.



Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList) 
To: arslist@ARSLIST.ORG 
Sent: Tue Jul 03 07:56:17 2007
Subject: Re: Email limitation ARS 6.3

The body of html-template outbound email is limited to around 32,000
characters.  
 
I have a scheduled process that runs and sends me potentially lengthy
emails. I had to add a check for email length while it's generating, and
send the email when it gets above 30,000 characters. The process
continues sending me emails up to 30,000 characters until the entire
process is completely finished.
 
Stephen



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, July 02, 2007 5:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3



Nicholas,

Not sure about ITSM but notify filters in the AR System server have a
bug that trims To and Cc to 256 characters.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)

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Re: Current connected users

[John Magnussen]

Hi Daniel,

Log on to Admin Tool,
Select File,
Server Information,
Licenses,
Manage Licenses

This shows all users currently signed on to your system.

Regards,

John M


On 7/3/07, CONDREA, Daniel <[EMAIL PROTECTED]> wrote:


Hello All,

Can anybody suggest a way to get a list of connected uses to an Action
Request System version 6.3?

Best regards,
Daniel

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are not the intended recipient you are hereby notified that any disclosure,
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Re: Field Defaults on the Mid-Tier

[Kaiser Norm E CIV USAF 96 CS/SCCE]

You mean user-specific default values? If yes, not without custom
workflow.

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carnevali, Carol x23849
Sent: Monday, July 02, 2007 5:03 PM
To: arslist@ARSLIST.ORG
Subject: Field Defaults on the Mid-Tier

 

Does anyone know if there is a way, or a workaround, for users to set
their own field defaults on the Mid-Tier?  

Thanks.

Carol

ARS 7.x

SQL 2000

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Re: Current connected users

[Broyles Robert K Mr CTR USAF 96 CS/SCCE]

Do You mean the number of users who have Floating licenses that are
currently connected to the system?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of CONDREA, Daniel
Sent: Tuesday, July 03, 2007 6:44 AM
To: arslist@ARSLIST.ORG
Subject: Current connected users

Hello All,

Can anybody suggest a way to get a list of connected uses to an Action
Request System version 6.3?

Best regards,
Daniel

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*DISCLAIMER*

The information contained in this communication is confidential and may
be legally privileged. It is intended solely for the use of the
individual or entity to whom it is addressed and others authorized to
receive it. If you are not the intended recipient you are hereby
notified that any disclosure, copying, distribution or taking action in
reliance of the contents of this information is strictly prohibited and
may be unlawful. Orange Romania S.A. is neither liable for the proper,
complete transmission of the information contained in this communication
nor any delay in its receipt.

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Re: Email limitation ARS 6.3

[Heider, Stephen]

The body of html-template outbound email is limited to around 32,000
characters.  
 
I have a scheduled process that runs and sends me potentially lengthy
emails. I had to add a check for email length while it's generating, and
send the email when it gets above 30,000 characters. The process
continues sending me emails up to 30,000 characters until the entire
process is completely finished.
 
Stephen



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Monday, July 02, 2007 5:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email limitation ARS 6.3



Nicholas,

Not sure about ITSM but notify filters in the AR System server have a
bug that trims To and Cc to 256 characters.

Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)

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Current connected users

[CONDREA, Daniel]

Hello All,

Can anybody suggest a way to get a list of connected uses to an Action
Request System version 6.3?

Best regards,
Daniel

--

*DISCLAIMER*

The information contained in this communication is confidential and may be 
legally privileged. It is intended solely for the use of the individual or 
entity to whom it is addressed and others authorized to receive it. If you are 
not the intended recipient you are hereby notified that any disclosure, 
copying, distribution or taking action in reliance of the contents of this 
information is strictly prohibited and may be unlawful. Orange Romania S.A. is 
neither liable for the proper, complete transmission of the information 
contained in this communication nor any delay in its receipt.

*END OF DISCLAIMER*

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Requester Console. Event error 326

[Lunkwill]

Trying to register Change requests via Requster Console, but they get
stuck with Request ID: In process.

When checking the CAI: Events form it says.
--- snip ---
Return Message : ARCreateEntry - Required field cannot be reset to a
NULL valueSRM:Request :
 Urgency
Rtn Message Code : 326
--- snip ---

The Urgency field in the Requester Console is mandatory and filled in
via a selectbox.

Reading KM-00024637 (Troubleshooting Problems with the Requester
Console in ITSM 7.0) at BMC Support-site, it says:

3. Open the SRM:Request form and see if there was a record created for
this event.

The problem is that I can't find this form other than via
Admintool.

The KM-00024637 also says that I should find three records in CAI:
Events form with the Events:
SRM_OUT_CREATE_APP_REQUEST, SRM_OUT_ACTIVATE_APP_REQUEST and
SRM_IN_PUSH_APP_REQUEST_INFO

All with Return Message "Success"
But I only got Event: SRM_OUT_CREATE_APP_REQUEST
with above mentioned error. (between the snippets)

Any clues?

(Running BMC Remedy 7.0.01 with BMC Change Mgmt
on Windows 2003..)

/regards Johan

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