Re: XML over HTTPS

[Carey Matthew Black]

And if Klink does not work "as is" then it is open source, you could enhance it.

--
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 7/6/07, Grooms, Frederick W <[EMAIL PROTECTED]> wrote:

If they can write the XML to a file then you could do a small perl
script using SOAP::Lite to push the XML to Remedy and return the results
(writing it to another XML file).

Also From the Klink docs it appears that all it needs is a Mid-Tier 6
(or higher) install.  I have used Mid-Tier 6.3 against an ARS 5.1.2
server with no problems (just like using a 6.3 User Tool against a 5.1.2
server).  So Klink might still work.

Fred







From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Friday, July 06, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: XML over HTTPS


Hi all.  I have a need to be able to interact w/ Remedy using XML over
HTTPS.
Web Services would be nice but they can't handle the SOAP wrapper.
KLink doesn't work w/ 5.1.2 (our version), any other suggestions?

TIA

Jack Covert
Corporate IT
Enterprise Systems Management
Remedy Support Team

Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy


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Re: XML over HTTPS

[Grooms, Frederick W]

If they can write the XML to a file then you could do a small perl
script using SOAP::Lite to push the XML to Remedy and return the results
(writing it to another XML file). 

Also From the Klink docs it appears that all it needs is a Mid-Tier 6
(or higher) install.  I have used Mid-Tier 6.3 against an ARS 5.1.2
server with no problems (just like using a 6.3 User Tool against a 5.1.2
server).  So Klink might still work.

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Friday, July 06, 2007 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: XML over HTTPS

You are correct.  We need the XML to be wrapped in a SOAP request to use
web services and we will return the information w/ the SOAP.  The SOAP
throws a wrench in their works, they need straight XML.

Corporate IT
Enterprise Systems Management
Remedy Support Team
  
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy




From: Grooms, Frederick W 
Sent: Friday, July 06, 2007 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: XML over HTTPS

By "they can't handle the SOAP wrapper" do you mean that the application
you want to have pushing data to Remedy (or pulling data from Remedy)
can not do SOAP?  That this other app can create XML but does not do
SOAP?

Maybe a bit more info could be helpful here 

Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Friday, July 06, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: XML over HTTPS


Hi all.  I have a need to be able to interact w/ Remedy using XML over
HTTPS.  
Web Services would be nice but they can't handle the SOAP wrapper.  
KLink doesn't work w/ 5.1.2 (our version), any other suggestions?

TIA

Jack Covert
Corporate IT
Enterprise Systems Management
Remedy Support Team

Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

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(SOLVED) Need Help with Dynamic Date-based criteria for Escalations

[Shawn Stonequist]

John,

I understand what you are saying about DST now!! I guess I am just that
thick headed that I had to figure it out the hard way :(

Thanks for ALL of EVERYONE's help
I've included in my qualification both +1hr & -1hr, just to make sure I
won't have to revisit this in 6 months ;)

Thanks again everyone!!!
Shawn Stonequist
EMNS, Inc.

-Original Message-
From: Reiser, John J [mailto:[EMAIL PROTECTED]
Sent: Thursday, July 05, 2007 4:21 PM
Subject: Re: Need Help with Dynamic Date-based criteria for Escalations

 Shawn,

Could it be that the Daylight Savings Time (DST) change over is affecting
your measurement?
Since it works correctly for the 9 months criteria, which puts the
calculation back into DST for 2008, and not for the 6 month time frame,
which is Standard Time for 2007.

Subtract an extra 86400 seconds and see if you get your 428 records for
12/31/07.

HTH,


John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by
me 

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Re: Need Help with Dynamic Date-based criteria for Escalations

[Shawn Stonequist]

List,

I'm not sure if this means anything to anyone, but I ran through a number of
tests to see what quantity of days/seconds would give me issues. After much
testing, I found that anything under 248 days (21427200 seconds) was
returning "No Results" when there were suppose to be, and anything equal to
248 and up WAS returning the proper results.

If anyone has any ideas, I'd be most grateful!!!
Thx!!!
Shawn Stonequist
EMNS, Inc.

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Re: Upgrading from ITSM6 to ITSM7.

[Rick Cook]

Too much to list here.  Make sure you use the latest patches available -
there are MANY bugs fixed.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Evans.Randy
Sent: Friday, July 06, 2007 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Upgrading from ITSM6 to ITSM7.


** 

Were starting to look at upgrading from ITSM 6 to ITSM 7, I was wondering
what drawbacks, issues, pit falls have been encountered when doing this
upgrade.  We have a moderately customized ITSM 6, along with some home grown
applications.  Thanks in advance.

Randy 


== 
Randy Evans 
A412 (Near Col. E2) 
231 W. Michigan Street 
Milwaukee, WI 53203 
Work 414-221-4579; Pager 414-544-7500 #7302; Pager Email:
[EMAIL PROTECTED] 
1-877-932-7870 2748304 
8am-4:30pm M-F 


__20060125___This posting was submitted with HTML in
it___

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Re: XML over HTTPS

[Covert, Jack]

You are correct.  We need the XML to be wrapped in a SOAP request to use
web services and we will return the information w/ the SOAP.  The SOAP
throws a wrench in their works, they need straight XML.

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Grooms, Frederick W [mailto:[EMAIL PROTECTED] 
Sent: Friday, July 06, 2007 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: XML over HTTPS

This is a multi-part message in MIME format.

--_=_NextPart_001_01C7C009.FC84D60E
Content-Type: text/plain;
charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

By "they can't handle the SOAP wrapper" do you mean that the application
you want to have pushing data to Remedy (or pulling data from Remedy)
can not do SOAP?  That this other app can create XML but does not do
SOAP?
=20
Maybe a bit more info could be helpful here
=20
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Friday, July 06, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: XML over HTTPS


**=20

Hi all.  I have a need to be able to interact w/ Remedy using XML over
HTTPS.  Web Services would be nice but they can't handle the SOAP
wrapper.  KLink doesn't work w/ 5.1.2 (our version), any other
suggestions?

=20

TIA

=20

Jack Covert

=20

Corporate IT

Enterprise Systems Management

Remedy Support Team

=20

=20

Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
=20

=20

=20
=20


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--_=_NextPart_001_01C7C009.FC84D60E
Content-Type: text/html;
charset="us-ascii"
Content-Transfer-Encoding: quoted-printable

**





By "they can’t =
handle the SOAP=20
wrapper" do you mean that the application you want to have =
pushing=20
data to Remedy (or pulling data from Remedy) can not do SOAP?  That
=
this=20
other app can create XML but does not do SOAP?
 
Maybe a bit more info could be helpful=20
here
 
Fred


From: Action Request System =
discussion=20
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of
Covert,=20
JackSent: Friday, July 06, 2007 1:40 PMTo:=20
arslist@ARSLIST.ORGSubject: XML over =
HTTPS
**=20

@page Section1 {size: 8.5in 11.0in; margin: 1.0in 1.25in 1.0in =
1.25in; }
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SPAN.EmailStyle17 {
COLOR: windowtext; FONT-FAMILY: Arial; mso-style-type:
personal-compose
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DIV.Section1 {
page: Section1
}



Hi all.  I have a =
need to be=20
able to interact w/ Remedy using XML over HTTPS.  Web Services =
would be=20
nice but they can’t handle the SOAP wrapper.  KLink =
doesn’t work w/ 5.1.2=20
(our version), any other suggestions?
 
TIA
 
Jack=20
Covert
 
Corporate=20
IT
Enterprise=20
Systems Management
Remedy=20
Support=20
Team
 
 
Remedy=20
Support=20
Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy";>http://collaborate.mckesson.com/sites/esm/remedy=

 
 
 
__20060125___This posting was submitted with HTML in
it___

--_=_NextPart_001_01C7C009.FC84D60E--

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Re: Need Help with Dynamic Date-based criteria for Escalations

[Shawn Stonequist]

Carey,

Not a problem- I appreciate the suggestion!

The field was created while we were still on 4.5- so while it only displays
the Date, it is behaving like a Date/Time. I added the number of days as I
thought it might help clarify the situation (apologies for having done the
opposite).

I setup a test account with an Expire Date of 1/1/08 (as I had none that
were "naturally" occurring already), and 15552000 +/- 86400 should work
regardless (either 428 for 12/31 or 9 for 1/2/08).

Thanks and looking forward to more help!
Shawn Stonequist
EMNS, Inc.

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citrix and remedy

[Chris Doble]

Folks,

Has anybody utilized Citrix for global service desks? If so, what was the 
reason for that configuration?

Thank You,

Chris Doble
Mobile: 949-533-5346

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Upgrading from ITSM6 to ITSM7.

[Evans.Randy]

Were starting to look at upgrading from ITSM 6 to ITSM 7, I was
wondering what drawbacks, issues, pit falls have been encountered when
doing this upgrade.  We have a moderately customized ITSM 6, along with
some home grown applications.  Thanks in advance.

Randy


==
Randy Evans
A412 (Near Col. E2)
231 W. Michigan Street
Milwaukee, WI 53203
Work 414-221-4579; Pager 414-544-7500 #7302; Pager Email:
[EMAIL PROTECTED]
1-877-932-7870 2748304
8am-4:30pm M-F



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Friday Humor: Domestic Tranquility...

[Joe D'Souza]

A couple was celebrating their golden wedding anniversary on the beaches in
Montego Bay, Jamaica. They never argued and their domestic tranquility had
long been legendary.

People would say: "What a peaceful & loving couple".

The local newspaper reporter was inquiring as to the secret of their long
and happy marriage. The Husband replied: "Well, it dates back to our
honeymoon in America," explained the man. "We visited the Grand Canyon, in
Arizona and took a trip, down to the bottom of the canyon, by horse."

"We hadn’t gone too far when my wife's horse stumbled and she almost fell
off."

My wife looked down at the horse and quietly said: "That's once."

We proceeded a little further and the horse stumbled again. Once more my
wife quietly said: "That's twice."

We hadn't gone a half-mile when the horse stumbled for the third time. My
wife quietly removed a revolver from her purse and shot the horse dead.

I SHOUTED at her: "What's wrong with you, Woman! Why did you shoot the poor
animal like that, Are you crazy?" She looked at ME, and quietly said:
"That's once."

And from that moment.we have lived happily every after.

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Re: XML over HTTPS

[Grooms, Frederick W]

By "they can't handle the SOAP wrapper" do you mean that the application
you want to have pushing data to Remedy (or pulling data from Remedy)
can not do SOAP?  That this other app can create XML but does not do
SOAP?
 
Maybe a bit more info could be helpful here
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Friday, July 06, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: XML over HTTPS


** 

Hi all.  I have a need to be able to interact w/ Remedy using XML over
HTTPS.  Web Services would be nice but they can't handle the SOAP
wrapper.  KLink doesn't work w/ 5.1.2 (our version), any other
suggestions?

 

TIA

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
 

 

 
 

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Re: XML over HTTPS

[Will Du Chene]

Jack -

Maybe I am not reading this correctly... It's Friday, and I am a bit short 
in the sleep department again...


Essentially what I am getting here is that you cannot connect to your web 
service over an SSL connection. SSL is the "Secure Sockets Layer" that is 
used for securing the connections between the client and the browser (and 
represents the S on the tail end of HTTPS).


This is fairly strange to me, since the SSL layer is actually "added on" 
so-to-speak via the web server. If you're on a Unix platform, this would 
be (preferrably) Apache, or perhaps Sun one. If you're on Windows, then 
it's probably IIS. The process involves either generating your own SSL 
certs, or getting a service to do so for you.


A web service - from the web servers point of view - is just another bit 
of content that it serves up, so it does not differenciate between SOAP 
and HTML. The request *should* -IMHO - actually be passed from the web 
server to your servlet engine (Tomcat, or Atlanta) for processing. The 
whole key here is that the web server is responsible for establishing a 
sercure connection with the client, and that the midtier handles the 
request that is passed to it over the connection.


Unless you have specifically enabled SSL on your web server, or servlet 
engine, then SSL and - hence - HTTPS - will not work.


If you are running Tomcat and Apache, add the SSL certs to your Apache web 
server first, and then use the connector to route requests for the midtier 
back to the Tomcat server. Yeah, a person could install just tomcat and 
add the SSL certs there, but that just begs the question - why? Apache is 
faster performance-wise for serving static content anyway. (Then there is 
that nagging question of design.)


If you're on IIS and Atlanta, bug your admin to add the certs and start 
the HTTPS service.


In a nutshell, a web service is the way to go, if you need to be able to 
"interact using XML" with the AR System server. The server has to be 
configured to do so correctly first, however.


HTH.



On Fri, 6 Jul 2007, Covert, Jack wrote:


Hi all.  I have a need to be able to interact w/ Remedy using XML over
HTTPS.  Web Services would be nice but they can't handle the SOAP
wrapper.  KLink doesn't work w/ 5.1.2 (our version), any other
suggestions?



TIA



Jack Covert



Corporate IT

Enterprise Systems Management

Remedy Support Team





Remedy Support Team Home Page


http://collaborate.mckesson.com/sites/esm/remedy




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XML over HTTPS

[Covert, Jack]

Hi all.  I have a need to be able to interact w/ Remedy using XML over
HTTPS.  Web Services would be nice but they can't handle the SOAP
wrapper.  KLink doesn't work w/ 5.1.2 (our version), any other
suggestions?

 

TIA

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 
http://collaborate.mckesson.com/sites/esm/remedy

 


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Re: Tivoli Link 6.3 and ARServer 7

[Easter, David]

As per the compatibility matrix for AR System 7.0.01, Remedy Link for
Tivoli 6.3 is supported against AR System 7.0.01.
 
http://www.bmc.com/support/bmcremedycomp/AR_System_7_0_1_Compatibility-M
atrix_v1_03.htm
 
There is no newer version of RLT available - 6.3 is the latest.
 
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe
Sent: Friday, July 06, 2007 6:06 AM
To: arslist@ARSLIST.ORG
Subject: Tivoli Link 6.3 and ARServer 7


** 
We are looking at integrating with Tivoli and I've been reading the
documentation for Remedy Link for Tivoli 6.3. The requirements in the
doc include having ARServer installed "compatible with AR System 6.3." 
 
We have 6.3, but we are looking into an upgrade to AR Server 7.0.1 as
well. Will Tivoli 6.3 work with ARS 7 or is there a newer version of
Tivoli Link for Remedy we must install? 
 
Are there any glaring gotchas we should be aware of with Tivoli Link 6.3
and ARS 6.3?
 
Thanks.

-- 
Bob Rowe, Remedy Action Request System Development and Administration
 [EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes." 
Mohandas K. Gandhi 
__20060125___This posting was submitted with HTML in
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Re: Need Help with Dynamic Date-based criteria for Escalations

[Carey Matthew Black]

Shawn,

I may be seeing something that is not there... but...

Is your 'Expire DT' field a Date field or a DateTime field?

At one point you said:
" (DATE = (Expire DT - 15552000) "

at another you said:
"(270 days or 23328000 seconds)"


If your field is a Date field then the value in the field is not
stored in epoch seconds the way a DateTime field is.

Your problem might stem from what the User tool does to "help you" vs
what the server side workflow does to "do what you tell it to do".

Just a WAG... but I thought I would check anyway.

--
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 7/5/07, Shawn Stonequist <[EMAIL PROTECTED]> wrote:

Greetings List!!

I'm experiencing difficulties with an escalation. We're using Remedy 6.3

I'm having difficulty determining why the correct criteria, when using the
specific date of 12/31/07 and running a Run If qualification in the
appropriate form, I receive 428 records, while when I us the dynamic date of
(DATE = (Expire DT - 15552000) and the exact same criteria otherwise, I
receive no results at all- the date is the only part of the criteria that is
changed.

Here is the troubleshooting I've done so far:

I have 2 similar escalations- one that is triggered approximately 9 months
(270 days or 23328000 seconds) prior to the value of a Date field, the other
that is triggered approximately 6 months (180 days or 15552000 seconds)
prior to the value of the same Date field. While there are other criteria
used, they are the same for both escalations.

When I copy my 9 month search criteria into the Form against which it runs,
I received 36 results. This corresponds to the emails that were sent this
morning when the 9 month escalation ran- so I know that the criteria itself
is correct.

When I replace the number of seconds used with that the 6 month criteria
(15552000), I receive no results.

On a test form, I setup 2 Date fields and a button. When the button is
pressed, it adds the number of seconds I have for each escalation to the
Date keyword, and displays the results.

The 9 month field produces a date of 3/31/08. This corresponds to the value
of the Date field of 36 accounts- each of these was issued an email this
morning when the escalation ran.

The 6 month field produces a date of 12/31/07. This corresponds to the value
of the Date field of 428 accounts. None of these accounts received any email
notices this morning.

I have even tried replacing the 15552000 with (60*60*24*180)- it still
failed.

Can you please help me to understand why the dynamic date figure is
preventing the escalation from being triggered?

Many thanks in advance!!!
Shawn Stonequist
EMNS, Inc.


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Re: Slow user

[Payne, George]

Rakshit,

 

What was the hardware and O/S for the machine where you were trying to
use the 6.3 User Tool??

 

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 Rakshit Bhandary
Sent: Friday, July 06, 2007 8:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Slow user

 

** I upgraded my user tool from 6.3 to 7.0 and it seems to have done the
trick.. Now the user tool is Super fast :) Thanks all.. but i am still
not sure what was wrong with the 6.3 version..

On 7/6/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote: 

Rakshit,

Start at the beginning. Start with diagnostics to find the problem.

Login as an Admin user to the User tool. 
Tools-->Options-->Logging
Turn on all the log options(Active Links, Macro, API, Database, and
Filters)
Set the "Log File Path" to the path and filename that you want to
write the log to.
Click ok. 
Log out/exit the User tool.

Login as the same user above.

After the Home page opens, Tools-->Options-->Logging and turn off all
the logs.

Pick through the file and see what is taking so long and if you see any
errors. 
Also check the server's arerror.log file too.

If the above approach yields nothing, then try turning on the server
logs (API/DB/Filter) to try to isolate the right layer where the time
is being consumed. 

HTH.

--
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 7/6/07, Rakshit Bhandary <[EMAIL PROTECTED]> wrote:
> **
> I cleared the user cache.. still no improvement.. And i just installed
this
> server.. There are no workflows other than the ones which comes with
the
> installation..
>
> I had seen this problem earlier also with another server.. is there
any
> configuration issue which can cause this problem??? 


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-- 
Take a break... Have a kitkat... __20060125___This
posting was submitted with HTML in it___ 


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FW: Missing entries and email link - RESOLVED

[Doornbos, Mark]

Hi List,
 
Just as a quick resolution note for anyone who comes across this incident (see 
below) in the future, the URL that makes this work is 

http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk&server=cowsvdas01&qual=%27Incident+ID%2a%2b%27%3d%22#Incident
 Number#%22

Have a good weekend!!

mjd

-Original Message-
From: Doornbos, Mark 
Sent: July 5, 2007 1:46 PM
To: 'arslist@arslist.org'
Subject: Missing entries and email link


Hi List,
 
I've come to the conclusion that the following URL does work 
http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk 

 &server=cowsvdas01&eid=#Incident Number# but only if there are no missing 
incident entries within the results window. 
 
For example, I currently have INC0001 INC0002 INC0003 
INC0004 INC0005 in sequence showing in my results window when 
doing an unqualified search. I deleted INC0006 thru INC00017 so 
my next Incident shows as INC0018
 
My results window shows as follows:
 
INC0001 
INC0002 
INC0003 
INC0004 
INC0005
INC0018
 
Now the URL 
http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk 

 &server=cowsvdas01&eid=#Incident Number# directs me to the correct Incident 
when clicked on for 
 
http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk 

 &server=cowsvdas01&eid=INC0001
http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk 

 &server=cowsvdas01&eid=INC0002
http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk 

 &server=cowsvdas01&eid=INC0003
http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk 

 &server=cowsvdas01&eid=INC0004
http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk 

 &server=cowsvdas01&eid=INC0005
 
When I click on 
http://remedywebdev/arsys/servlet/ViewFormServlet?form=HPD%3AHelp+Desk 

 &server=cowsvdas01&eid=INC0006 it brings me to Incident #18 because 
the incidents in between INC0006 to INC017 were deleted.
 
How do I fix this so it directs me to INC0006 or tells me no entry 
exists instead of going to INC0018?
 
I'm currently using Remedy Service Desk 7 with the latest patch. DB is Oracle 
10.2. Windows 2003 Server.
 
mjd
 

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Re: Requester Console. Event error 326

[Lunkwill]

Everything solved, (I hope)...

After installing 7.0.2 Patch 4. (Change Mgmt. fixes, CAI and ARDBC.)
Requester Console started to work.

We've also encountered problems with Overview Console timing out. A
problem which also was resolved with this patch.

As always: "Patch to latest level, before asking any questions..." :-)

/regards Johan

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Re: SLM 7.0.03 Installation error

[Greg Donalson]

It is working now.  Someone had changed the password for the sql user we were 
using.  Gotta love it!  Thanks everyone!

Greg

--- [EMAIL PROTECTED] wrote:

From: strauss <[EMAIL PROTECTED]>
To:   arslist@ARSLIST.ORG
Subject: Re: SLM 7.0.03 Installation error
Date: Fri, 6 Jul 2007 11:24:10 -0500

Is your SQL Server set to allow Windows-only authentication?  The SLM
installation requires SQL Server authentication, although there are now
ways to restore operation to Windows-only authentication after the
install has been completed.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Greg Donalson
Sent: Friday, July 06, 2007 11:19 AM
To: arslist@ARSLIST.ORG
Subject: SLM 7.0.03 Installation error

Hi all,

I am getting an error when installing SLM 7.0.03 on a Windows 2003
server with a SQL 2005 database.  We have ARS 7.0.01 patch 3 with
Incident and Problem already installed with patch 4.  The error we are
getting is: "Database connection failed:  ARSystem 1433
ARAdmin.  Please try again."  I am getting this where you would input
the Database Server, Database User, Database User password.  We are
logged in as an administrator and are using a user that we used to
install ARS.  Not sure why it would not be working now.  Any help would
be appreciated.  Thanks!

Greg Donalson


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Re: SLM 7.0.03 Installation error

[Greg Donalson]

It is set up for mixed authentication...

Greg

--- [EMAIL PROTECTED] wrote:

From: strauss <[EMAIL PROTECTED]>
To:   arslist@ARSLIST.ORG
Subject: Re: SLM 7.0.03 Installation error
Date: Fri, 6 Jul 2007 11:24:10 -0500

Is your SQL Server set to allow Windows-only authentication?  The SLM
installation requires SQL Server authentication, although there are now
ways to restore operation to Windows-only authentication after the
install has been completed.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Greg Donalson
Sent: Friday, July 06, 2007 11:19 AM
To: arslist@ARSLIST.ORG
Subject: SLM 7.0.03 Installation error

Hi all,

I am getting an error when installing SLM 7.0.03 on a Windows 2003
server with a SQL 2005 database.  We have ARS 7.0.01 patch 3 with
Incident and Problem already installed with patch 4.  The error we are
getting is: "Database connection failed:  ARSystem 1433
ARAdmin.  Please try again."  I am getting this where you would input
the Database Server, Database User, Database User password.  We are
logged in as an administrator and are using a user that we used to
install ARS.  Not sure why it would not be working now.  Any help would
be appreciated.  Thanks!

Greg Donalson


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Re: SLM 7.0.03 Installation error

[strauss]

Is your SQL Server set to allow Windows-only authentication?  The SLM
installation requires SQL Server authentication, although there are now
ways to restore operation to Windows-only authentication after the
install has been completed.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Greg Donalson
Sent: Friday, July 06, 2007 11:19 AM
To: arslist@ARSLIST.ORG
Subject: SLM 7.0.03 Installation error

Hi all,

I am getting an error when installing SLM 7.0.03 on a Windows 2003
server with a SQL 2005 database.  We have ARS 7.0.01 patch 3 with
Incident and Problem already installed with patch 4.  The error we are
getting is: "Database connection failed:  ARSystem 1433
ARAdmin.  Please try again."  I am getting this where you would input
the Database Server, Database User, Database User password.  We are
logged in as an administrator and are using a user that we used to
install ARS.  Not sure why it would not be working now.  Any help would
be appreciated.  Thanks!

Greg Donalson


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SLM 7.0.03 Installation error

[Greg Donalson]

Hi all,

I am getting an error when installing SLM 7.0.03 on a Windows 2003 server with 
a SQL 2005 database.  We have ARS 7.0.01 patch 3 with Incident and Problem 
already installed with patch 4.  The error we are getting is: "Database 
connection failed:  ARSystem 1433 ARAdmin.  Please try again."  I 
am getting this where you would input the Database Server, Database User, 
Database User password.  We are logged in as an administrator and are using a 
user that we used to install ARS.  Not sure why it would not be working now.  
Any help would be appreciated.  Thanks!

Greg Donalson

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Re: Need Help with Dynamic Date-based criteria for Escalations

[Shawn Stonequist]

John,

Thanks for the advice!! Unfortunately, I've tried "yesterday", "today", and
"tomorrow", and still it doesn't show, even though using the same for the 9
month criteria does produce results.

The 9 month one even uses the exact same Date field, so I assume that if the
Date field or the DST were an issue, it would be affecting both.

I used Remedy to calculate the future dates from "yesterday", "today", and
"tomorrow" so that I could search independently for those static dates with
the same criteria, and had results for "yesterday" (428) and "tomorrow" (9)
- but nothing when I used the dynamic "yesterday" and "tomorrow".

Shawn Stonequist
EMNS, Inc.

-Original Message-
From: Reiser, John J [mailto:[EMAIL PROTECTED]
Sent: Thursday, July 05, 2007 4:21 PM
Subject: Re: Need Help with Dynamic Date-based criteria for Escalations

 Shawn,

Could it be that the Daylight Savings Time (DST) change over is affecting
your measurement?
Since it works correctly for the 9 months criteria, which puts the
calculation back into DST for 2008, and not for the 6 month time frame,
which is Standard Time for 2007.

Subtract an extra 86400 seconds and see if you get your 428 records for
12/31/07.

HTH,


John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by
me 
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shawn Stonequist
Sent: Thursday, July 05, 2007 4:21 PM
To: arslist@ARSLIST.ORG
Subject: Need Help with Dynamic Date-based criteria for Escalations

Greetings List!!

I'm experiencing difficulties with an escalation. We're using Remedy 6.3

I'm having difficulty determining why the correct criteria, when using the
specific date of 12/31/07 and running a Run If qualification in the
appropriate form, I receive 428 records, while when I us the dynamic date of
(DATE = (Expire DT - 15552000) and the exact same criteria otherwise, I
receive no results at all- the date is the only part of the criteria that is
changed.

Here is the troubleshooting I've done so far:

I have 2 similar escalations- one that is triggered approximately 9 months
(270 days or 23328000 seconds) prior to the value of a Date field, the other
that is triggered approximately 6 months (180 days or 15552000 seconds)
prior to the value of the same Date field. While there are other criteria
used, they are the same for both escalations.

When I copy my 9 month search criteria into the Form against which it runs,
I received 36 results. This corresponds to the emails that were sent this
morning when the 9 month escalation ran- so I know that the criteria itself
is correct.

When I replace the number of seconds used with that the 6 month criteria
(15552000), I receive no results.

On a test form, I setup 2 Date fields and a button. When the button is
pressed, it adds the number of seconds I have for each escalation to the
Date keyword, and displays the results.

The 9 month field produces a date of 3/31/08. This corresponds to the value
of the Date field of 36 accounts- each of these was issued an email this
morning when the escalation ran.

The 6 month field produces a date of 12/31/07. This corresponds to the value
of the Date field of 428 accounts. None of these accounts received any email
notices this morning.

I have even tried replacing the 15552000 with (60*60*24*180)- it still
failed.

Can you please help me to understand why the dynamic date figure is
preventing the escalation from being triggered?

Many thanks in advance!!!
Shawn Stonequist
EMNS, Inc.


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Re: Current connected users

[Shellman, David]

Misi,

With 7.x have you had a chance to see if data can be extracted from
Manage User Licenses in the Administration Console Application?

Dave  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: Thursday, July 05, 2007 5:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Current connected users

Hi,

I would suggest that you try the Demo-version of RRR|License to see how
well your license are currently allocated. It requires at least a 1-week
user log.

Sometimes you need to build workflow leveraging the login status of each
user. In version 6.3 and lower this is not readily available. I have a
Service/Daemon calld RRR|UserStatus that will set a check-box reflecting
who is logged in or not. I have it for Windows and Solaris if anyone is
interested. Please let me know if you want a copy.

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at
http://rrr.se.

> Hi All,
>
> The theory is use ARGetServerStatistics and run the application at an
> interval of 5 minutes. The result return by ARGetServerStatistics
should
> be written in a table. The second step is to analyze data gather over,
> let say, a month. In my opinion discovering what users do not use a
fix
> license even if they have a fixed license. In this manner fixed
licenses
> can be realocated in time.
>
> Regards,
> Daniel
>
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
> Sent: Wednesday, July 04, 2007 7:56 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Current connected users
>
>
> **
> ...or the API.
>
> Stephen
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
> Sent: Wednesday, July 04, 2007 10:13 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Current connected users
>
>
> **
> Well there's always the user log also.
>
> Dave
>
> 
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of George Treisbach
> Sent: Wednesday, July 04, 2007 8:47 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Current connected users
>
>
> **
>
>
>   "Can anybody suggest a way to get a list of connected uses to an
> Action
>   Request System version 6.3?
>
>   Best regards,
>   Daniel"
>
>
> If you want a list you can print, create a form and create an entry
with
> user and date/time information.  Use an active link to push
information
> whenever user opens a default form or opens 'any' form on the system.
> Another active link MAY be able to update the entry with log-out
> information when the client/mid-tier user is closed.
>
> You could also create a display form with table to list the active
> users.
>
> G Treisbach
> Harrisburg, Pa. USA
>
>
> __20060125___This posting was submitted with HTML
in
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>
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>
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Re: Facing issues with emails

[Tony Worthington]

That's an error coming from your smtp server, not from Remedy.

452 usually indicates insufficient space, but in your case it seems to 
suggest your smtp server is throttling your email.  I suggest contacting 
your mail admins.

http://www.xequte.com/support/maillistking/smtperrors.html

hth,
tony


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



"RAMTRI, Nisha, GBM" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

07/06/2007 10:25 AM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Facing issues with emails






** 
Hello Listers,
 
We are facing some issues with emails being sent out through Remedy. In 
the email error logs we are frequently getting the error as follows:
 
Invalid Addresses;
nested exception is:
class javax.mail.SendFailedException: 452 Too many recipients received 
this hour
javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
class javax.mail.SendFailedException: 452 Too many recipients received 
this hour
at com.sun.mail.smtp.SMTPTransport.rcptTo(SMTPTransport.java:848)
at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:323)
at 
com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:74)
at 
com.remedy.arsys.emaildaemon.CreatorModule.createMessage(CreatorModule.java:1489)
at 
com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:360)
at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)
at java.lang.Thread.run(Thread.java:536)
 
Now, I can't really comprehend the error " 452: Too many recipients this 
hour". Is there some kind of setting which will have to be taken care of 
in mailbox configuration to overcome this error? Can anybody throw any 
light on this?
If anyone has come across this error and solved it, please share that 
information. Thanks.
We are on ARS 6.3, Sybase
 
Warm Regards,
 
Nisha Ramtri
 

***
The Royal Bank of Scotland plc. Registered in Scotland No 90312. 
Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB. 
Authorised and regulated by the Financial Services Authority 
 
This e-mail message is confidential and for use by the 
addressee only. If the message is received by anyone other 
than the addressee, please return the message to the sender 
by replying to it and then delete the message from your 
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changes made to this message after it was sent. 

Whilst all reasonable care has been taken to avoid the 
transmission of viruses, it is the responsibility of the recipient to 
ensure that the onward transmission, opening or use of this 
message and any attachments will not adversely affect its 
systems or data. No responsibility is accepted by The 
Royal Bank of Scotland plc in this regard and the recipient should carry 
out such virus and other checks as it considers appropriate. 
Visit our websites at: 
www.rbs.com
www.rbs.com/gbm
www.rbsgc.com
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Re: Facing issues with emails

[Grooms, Frederick W]

That is an error being sent back to Remedy from an email server you are
sending to.  
 
Is there anything in your "AR System Email Error Logs" form?  You may
need to check the address list for the related message in the "AR System
Email Messages" form.
 
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of RAMTRI, Nisha, GBM
Sent: Friday, July 06, 2007 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Facing issues with emails


** 
Hello Listers,
 
We are facing some issues with emails being sent out through Remedy. In
the email error logs we are frequently getting the error as follows:
 
Invalid Addresses;

nested exception is:

class javax.mail.SendFailedException: 452 Too many recipients received
this hour

javax.mail.SendFailedException: Invalid Addresses;

nested exception is:

class javax.mail.SendFailedException: 452 Too many recipients received
this hour

at com.sun.mail.smtp.SMTPTransport.rcptTo(SMTPTransport.java:848)

at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:323)

at
com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:
74)

at
com.remedy.arsys.emaildaemon.CreatorModule.createMessage(CreatorModule.j
ava:1489)

at
com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:360
)

at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

at java.lang.Thread.run(Thread.java:536)

 

Now, I can't really comprehend the error " 452: Too many recipients this
hour". Is there some kind of setting which will have to be taken care of
in mailbox configuration to overcome this error? Can anybody throw any
light on this?

If anyone has come across this error and solved it, please share that
information. Thanks.

We are on ARS 6.3, Sybase

 

Warm Regards,

 

Nisha Ramtri

 

***
The Royal Bank of Scotland plc. Registered in Scotland No 90312.
Registered Office: 36 St Andrew Square, Edinburgh EH2 2YB. 
Authorised and regulated by the Financial Services Authority 
 
This e-mail message is confidential and for use by the 
addressee only. If the message is received by anyone other 
than the addressee, please return the message to the sender 
by replying to it and then delete the message from your 
computer. Internet e-mails are not necessarily secure. The 
Royal Bank of Scotland plc does not accept responsibility for 
changes made to this message after it was sent. 

Whilst all reasonable care has been taken to avoid the 
transmission of viruses, it is the responsibility of the recipient to 
ensure that the onward transmission, opening or use of this 
message and any attachments will not adversely affect its 
systems or data. No responsibility is accepted by The 
Royal Bank of Scotland plc in this regard and the recipient should carry

out such virus and other checks as it considers appropriate. 
Visit our websites at: 
www.rbs.com
www.rbs.com/gbm
www.rbsgc.com

***

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For more information please visit http://www.messagelabs.com/email 
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Facing issues with emails

[RAMTRI, Nisha, GBM]

Hello Listers,
 
We are facing some issues with emails being sent out through Remedy. In the
email error logs we are frequently getting the error as follows:
 
Invalid Addresses;

nested exception is:

class javax.mail.SendFailedException: 452 Too many recipients received this
hour

javax.mail.SendFailedException: Invalid Addresses;

nested exception is:

class javax.mail.SendFailedException: 452 Too many recipients received this
hour

at com.sun.mail.smtp.SMTPTransport.rcptTo(SMTPTransport.java:848)

at com.sun.mail.smtp.SMTPTransport.sendMessage(SMTPTransport.java:323)

at
com.remedy.arsys.emaildaemon.SenderModule.sendMessage(SenderModule.java:74)

at
com.remedy.arsys.emaildaemon.CreatorModule.createMessage(CreatorModule.java:
1489)

at com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:360)

at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

at java.lang.Thread.run(Thread.java:536)

 

Now, I can't really comprehend the error " 452: Too many recipients this
hour". Is there some kind of setting which will have to be taken care of in
mailbox configuration to overcome this error? Can anybody throw any light on
this?

If anyone has come across this error and solved it, please share that
information. Thanks.

We are on ARS 6.3, Sybase

 

Warm Regards,

 

Nisha Ramtri

 

***
The Royal Bank of Scotland plc. Registered in Scotland No 90312. Registered 
Office: 36 St Andrew Square, Edinburgh EH2 2YB. 
Authorised and regulated by the Financial Services Authority 
 
This e-mail message is confidential and for use by the 
addressee only. If the message is received by anyone other 
than the addressee, please return the message to the sender 
by replying to it and then delete the message from your 
computer. Internet e-mails are not necessarily secure. The 
Royal Bank of Scotland plc does not accept responsibility for 
changes made to this message after it was sent. 

Whilst all reasonable care has been taken to avoid the 
transmission of viruses, it is the responsibility of the recipient to 
ensure that the onward transmission, opening or use of this 
message and any attachments will not adversely affect its 
systems or data. No responsibility is accepted by The 
Royal Bank of Scotland plc in this regard and the recipient should carry 
out such virus and other checks as it considers appropriate. 
Visit our websites at: 
www.rbs.com
www.rbs.com/gbm
www.rbsgc.com
***


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Re: Vertical Nav Field

[Mohammed Khalil]

Hi Listers,

 

Does any one have a definitive answer to the Vertical Navigation Field
crashing the WUT?

 

Server: Development

DB: Oracle 10g

User Tool ARS: 7.0.01

Form: Customized OOB Home Page

Check Box: "Fire workflow"

 

Apologies, if I have missed the thread with the answer.

 

Regards,

M. Khalil 

Senior Consultant
Technosys UK Limited
Ph: +44(0)2084295955
Fax: +44(0)2084295966
[EMAIL PROTECTED]
  

  _  

From: Roger Justice [mailto:[EMAIL PROTECTED] 
Sent: 09 May 2007 15:01
To: arslist@ARSLIST.ORG
Subject: Re: Vertical Nav Field

 

I have it working on a display only form that recreates to functionality of
the Overview Console for the Service Desk so that they can see all open
tickets and not only their groups. The Vertical Nav field has 2 sections
Create and Search. I call Incident, Change and Problem create and also Task
on search. No problems so far. I did send out on the thread that I tried
this on the OOB home page and it crashed the WUT.

 

 
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wed, 9 May 2007 9:36 AM
Subject: Re: Vertical Nav Field

The workflow checkbox corrected that problem, but now it is randomly

crashing the WUT when used. It works fine sometimes, but the next time

you use it, it may crash the WUT? Now that I think about it, I believe

one of the labs in the Admin Part 3 class had the same problem.

 

 

 

Does anyone out there have the functionality working flawlessly on a

Windows platform?

 

 

 

Thanks,

 

Andy L. Mayfield 

System Operation Specialist 

Alabama Power Company 

Office: 8-226-1805 

 



 

From: Action Request System discussion list(ARSList)

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

[Mau Remedy]

Hi Nicholas

Thanks for your answer, yes, it´s in the SLA table within the ticket. I
double-checked and I don´t have any of the options you mention.

Hope you can shed some light

Regards!


2007/7/5, Hromyak, Nicholas (DHCS-ITSD) <[EMAIL PROTECTED]>:


**

I don't see a "Missed Goal" in our SLAs (ARS 6.3, SLA 6.0).  Is this in
the SLA within the ticket?



On the SLA (via SLA-Main Console) are you "Tracking Assignment
Responsibility" or Tab 4 Cumulative Performance?


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Mau Remedy
*Sent:* Tuesday, July 03, 2007 6:59 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Difference between "Missed" and "Missed Goal": Remedy SLA 6



**
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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Anybody using KLink on ARS 5.1.2??

[Covert, Jack]

Hi guys.  The newest curveball has been thrown at me and I need to
process XML over HTTPS into Remedy.  I was looking at Klink by Kinectic
Data and it's what we want but not supported by 5.1.2

 

Anybody use it on 5.1.2 and can verify that it works?  Anybody have
another solution for XML over HTTPS?

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 
http://collaborate.mckesson.com/sites/esm/remedy

 


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Re: Slow user

[Rakshit Bhandary]

I upgraded my user tool from 6.3 to 7.0 and it seems to have done the
trick.. Now the user tool is Super fast :) Thanks all.. but i am still not
sure what was wrong with the 6.3 version..

On 7/6/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:


Rakshit,

Start at the beginning. Start with diagnostics to find the problem.

Login as an Admin user to the User tool.
Tools-->Options-->Logging
Turn on all the log options(Active Links, Macro, API, Database, and
Filters)
Set the "Log File Path" to the path and filename that you want to
write the log to.
Click ok.
Log out/exit the User tool.

Login as the same user above.

After the Home page opens, Tools-->Options-->Logging and turn off all the
logs.

Pick through the file and see what is taking so long and if you see any
errors.
Also check the server's arerror.log file too.

If the above approach yields nothing, then try turning on the server
logs (API/DB/Filter) to try to isolate the right layer where the time
is being consumed.

HTH.

--
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 7/6/07, Rakshit Bhandary <[EMAIL PROTECTED]> wrote:
> **
> I cleared the user cache.. still no improvement.. And i just installed
this
> server.. There are no workflows other than the ones which comes with the
> installation..
>
> I had seen this problem earlier also with another server.. is there any
> configuration issue which can cause this problem???


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Re: ARS 7.01 P3 : Mid-Tier - Garbled view

[patrick zandi]

I have found  a form that seems to be Garbled in the Web View of IE 6 and
7.. So I guess I will assume it is the form.
is there a way to fix the view ?  Manage View's  Maybe ?

Patrick Zandi

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Re: Requester Console. Event error 326

[Carey Matthew Black]

Johan,

To my knowledge there is no way to search for a BUG(defect) based on
its BUG(defect) ID in the current support web application.

I think you have to open a new incident and ask for "all available
details" for any bug that you need more information on.

BMC (since the Remedy days) has done a poor job of documenting their
bugs and what they mean to their customers. This is a long standing
(chronic) problem with this vendor.

--
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 7/6/07, Lunkwill <[EMAIL PROTECTED]> wrote:

Very interesting thing found in 7.0.2 Patch 4 patch-documentation.
Under fixed defects.

SW00249755 Unable to create a Request through Requester Console

I haven't applied the patch yet, but will try it.
One question I have regarding these fixes where can I find more
information about symptoms/errors etc.
"Unable to create a Request through Requester Console" doesn't say
much.
I've looked at BMC support site, but don't know where to search for
SW's..

I will come back later with info about the patching results...

/regards Johan


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Re: Requester Console. Event error 326

[Lunkwill]

Very interesting thing found in 7.0.2 Patch 4 patch-documentation.
Under fixed defects.

SW00249755 Unable to create a Request through Requester Console

I haven't applied the patch yet, but will try it.
One question I have regarding these fixes where can I find more
information about symptoms/errors etc.
"Unable to create a Request through Requester Console" doesn't say
much.
I've looked at BMC support site, but don't know where to search for
SW's..

I will come back later with info about the patching results...

/regards Johan

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Error EXCEPTION_ACCESS_VIOLATION while setting Incoming mail

[Shrestha, Manjari R.]

Help!

I am using MAPI to receive e-mail and getting the following error.
Please let me know if you have any information on this issue.



Application has started Version:  5.01.02

Using JRE: 1.4.1_01

Checking connection to server: rck-hrsa-web ...

loaded library

Successfully connected.

 

An unexpected exception has been detected in native code outside the VM.

Unexpected Signal : EXCEPTION_ACCESS_VIOLATION occurred at PC

Function=HrQueryAllRows+0x9EE

Library=C:\Program Files\Common Files\SYSTEM\MSMAPI\1033\MSMAPI32.DLL

 

Current Java thread:

at com.remedy.mail.mapi.MAPINative.getMessageTo(Native Method)

- locked <06E4E4D8> (a java.lang.Class)

at
com.remedy.mail.mapi.MAPIMessage.getHeader(MAPIMessage.java:49)

at
javax.mail.internet.MimeMessage.getAddressHeader(MimeMessage.java:656

)

at
javax.mail.internet.MimeMessage.getRecipients(MimeMessage.java:482)

at
com.remedy.arsys.emaildaemon.ReceiverModule.logMessage(ReceiverModule

.java:375)

at
com.remedy.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.jav

a:200)

- locked <0306B818> (a java.lang.Object)

at
com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:267)

at java.lang.Thread.run(Unknown Source)

 

Dynamic libraries:

0x0040 - 0x00406000 e:\program files\ar
system\AREmail\j2re1.4.1_01\

bin\java.exe

0x6D33 - 0x6D45A000 e:\program files\ar
system\AREmail\j2re1.4.1_01\

bin\client\jvm.dll

0x7738 - 0x77412000 C:\WINDOWS\system32\USER32.dll

0x77C0 - 0x77C49000 C:\WINDOWS\system32\GDI32.dll

0x76AA - 0x76ACD000 C:\WINDOWS\system32\WINMM.dll

0x71BC - 0x71BC8000 C:\WINDOWS\system32\rdpsnd.dll

0x771F - 0x77201000 C:\WINDOWS\system32\WINSTA.dll

0x71C4 - 0x71C98000 C:\WINDOWS\system32\NETAPI32.dll

0x76B7 - 0x76B7B000 C:\WINDOWS\system32\PSAPI.DLL

0x6D1D - 0x6D1D7000 e:\program files\ar
system\AREmail\j2re1.4.1_01\

bin\hpi.dll

0x6D30 - 0x6D30D000 e:\program files\ar
system\AREmail\j2re1.4.1_01\

bin\verify.dll

0x6D21 - 0x6D229000 e:\program files\ar
system\AREmail\j2re1.4.1_01\

bin\java.dll

0x6D32 - 0x6D32D000 e:\program files\ar
system\AREmail\j2re1.4.1_01\

bin\zip.dll

0x1000 - 0x1000D000 E:\Program Files\AR
System\AREmail\arutiljni51.d

ll

0x3200 - 0x32017000 E:\Program Files\AR
System\AREmail\arutl51.dll

0x71BB - 0x71BB9000 C:\WINDOWS\system32\WSOCK32.dll

0x71C0 - 0x71C17000 C:\WINDOWS\system32\WS2_32.dll

0x71BF - 0x71BF8000 C:\WINDOWS\system32\WS2HELP.dll

0x0B33 - 0x0B3C E:\Program Files\AR
System\AREmail\arjni51.dll

0x3800 - 0x380BA000 E:\Program Files\AR
System\AREmail\arapi51.dll

0x3600 - 0x36025000 E:\Program Files\AR
System\AREmail\arrpc51.dll

0x71F5 - 0x71F58000 C:\WINDOWS\system32\snmpapi.dll

0x71B2 - 0x71B61000 C:\WINDOWS\System32\mswsock.dll

0x76ED - 0x76EFF000 C:\WINDOWS\system32\DNSAPI.dll

0x76F8 - 0x76F88000 C:\WINDOWS\system32\rasadhlp.dll

0x76F7 - 0x76F77000 C:\WINDOWS\System32\winrnr.dll

0x76F1 - 0x76F3E000 C:\WINDOWS\system32\WLDAP32.dll

0x5F27 - 0x5F2C9000 C:\WINDOWS\system32\hnetcfg.dll

0x71AE - 0x71AE8000 C:\WINDOWS\System32\wshtcpip.dll

0x0B55 - 0x0B568000 E:\Program Files\AR
System\AREmail\armapi51.dll

0x7753 - 0x775C7000
C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-C

ontrols_6595b64144ccf1df_5.82.3790.2778_x-ww_497C098C\COMCTL32.dll

0x762B - 0x762FA000 C:\WINDOWS\system32\comdlg32.dll

0x7C8D - 0x7D0D4000 C:\WINDOWS\system32\SHELL32.dll

0x7742 - 0x77523000
C:\WINDOWS\WinSxS\x86_Microsoft.Windows.Common-C

ontrols_6595b64144ccf1df_6.0.3790.2778_x-ww_A8F04F11\comctl32.dll

0x0B77 - 0x0B787000 C:\WINDOWS\system32\odbcint.dll

0x0B79 - 0x0B8EC000 C:\Program Files\Common
Files\SYSTEM\MSMAPI\1033

\MSMAPI32.DLL

0x35E8 - 0x35F4 C:\Program Files\Common
Files\SYSTEM\MSMAPI\1033

\MAPIR.DLL

0x30C9 - 0x31848000 C:\Program Files\Common Files\Microsoft
Shared\o

ffice11\mso.dll

0x35AE - 0x35B23000 C:\Program Files\Common
Files\SYSTEM\MSMAPI\1033

\EMSABP32.DLL

0x35C3 - 0x35C57000 C:\Program Files\Common
Files\SYSTEM\MSMAPI\1033

\EMSUI32.DLL

# The exception above was detected in native code outside the VM

#

# Java VM: Java HotSpot(TM) Client VM (1.4.1_01-b01 mixed mode)

#

___

Thanks!

Manjari R. Shrestha

  

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Tivoli Link 6.3 and ARServer 7

[Bob Rowe]

We are looking at integrating with Tivoli and I've been reading the
documentation for Remedy Link for Tivoli 6.3. The requirements in the doc
include having ARServer installed "compatible with AR System 6.3."

We have 6.3, but we are looking into an upgrade to AR Server 7.0.1 as well.
Will Tivoli 6.3 work with ARS 7 or is there a newer version of Tivoli Link
for Remedy we must install?

Are there any glaring gotchas we should be aware of with Tivoli Link 6.3 and
ARS 6.3?

Thanks.

--
Bob Rowe, Remedy Action Request System Development and Administration
[EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi

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Re: Slow user

[Carey Matthew Black]

Rakshit,

Start at the beginning. Start with diagnostics to find the problem.

Login as an Admin user to the User tool.
Tools-->Options-->Logging
 Turn on all the log options(Active Links, Macro, API, Database, and Filters)
 Set the "Log File Path" to the path and filename that you want to
write the log to.
Click ok.
Log out/exit the User tool.

Login as the same user above.

After the Home page opens, Tools-->Options-->Logging and turn off all the logs.

Pick through the file and see what is taking so long and if you see any errors.
Also check the server's arerror.log file too.

If the above approach yields nothing, then try turning on the server
logs (API/DB/Filter) to try to isolate the right layer where the time
is being consumed.

HTH.

--
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 7/6/07, Rakshit Bhandary <[EMAIL PROTECTED]> wrote:

**
I cleared the user cache.. still no improvement.. And i just installed this
server.. There are no workflows other than the ones which comes with the
installation..

I had seen this problem earlier also with another server.. is there any
configuration issue which can cause this problem???


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Re: Slow user

[Mike White]

Yes, there are many kinds of configuration issues that can cause slow
response.  Next, I'd try to get some evidence.

Frank gave you some good advice.  Network issues can certainly cause slow
response.  It would be especially suspicious if multiple users on the same
network segment have slow response.  Packet loss, congested link, and any
number of other things can cause this kind of thing.

Norm also gave you some good advice.  Have you tried enabling client and
server logs?  Anything unusual in the error log?  In your database log?

This is where I'd start, anyway.

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]


   
  "Rakshit 
  Bhandary"To:   arslist@ARSLIST.ORG
  <[EMAIL PROTECTED]cc: 
  COM> Subject:  Re: Slow user 
  Sent by: "Action 
  Request System   
  discussion   
  list(ARSList)"   
  <[EMAIL PROTECTED]
  ORG> 
   
   
  07/06/2007 08:47 
  Please respond to
  arslist  
   
   




**
I cleared the user cache.. still no improvement.. And i just installed this
server.. There are no workflows other than the ones which comes with the
installation..

I had seen this problem earlier also with another server.. is there any
configuration issue which can cause this problem???


On 7/6/07, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]>
wrote:
**


And are you sure you don't have some errant workflow firing at startup
that's taking a long time to complete?








From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Rakshit Bhandary
Sent: Friday, July 06, 2007 6:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Slow user





**


Slow while logging in.. i.e. opening the Home page and also when opening
the object list.. I have the server on my desktop and i am trying to login
to user tool from there itself.. Overall the performance seems very slow..
Almost 10 to 15 mins for opening the Home page or Object list.







On 7/6/07, Frank Caruso < [EMAIL PROTECTED]> wrote:


** Slow in what way?
Logging in ..
Opening a particular form ...
Refreshing a table field ..

Also, where is this user located? Are they on the same subnet?


On 7/6/07, Rakshit Bhandary < [EMAIL PROTECTED] > wrote:


**


Hi,





I have just installed AR server 6.3. The Admin tool is really fast, but i
cant say the same about the User client. Infact, it's damn slow.





I had seen this behaviour earlier also with another server. I am not able
to think of any reasons for this kind of behaviour. Please help me out here
in understanding this.





Regards,


Rakshit


__20060125___This posting was submitted with HTML in
it___





--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249 __20060125___This posting was submitted
with HTML in it___





--
Take a break... Have a kitkat... __20060125___This
posting was submitted with HTML in it___


__20060125___This posting was submitted with HTML in
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<><><>

Re: Slow user

[Rakshit Bhandary]

I cleared the user cache.. still no improvement.. And i just installed this
server.. There are no workflows other than the ones which comes with the
installation..

I had seen this problem earlier also with another server.. is there any
configuration issue which can cause this problem???


On 7/6/07, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]>
wrote:


**

And are you sure you don't have some errant workflow firing at startup
that's taking a long time to complete?


 --

*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Behalf Of *Rakshit Bhandary
*Sent:* Friday, July 06, 2007 6:45 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: Slow user



**

Slow while logging in.. i.e. opening the Home page and also when opening
the object list.. I have the server on my desktop and i am trying to login
to user tool from there itself.. Overall the performance seems very slow..
Almost 10 to 15 mins for opening the Home page or Object list.





On 7/6/07, *Frank Caruso* <[EMAIL PROTECTED]> wrote:

** Slow in what way?
Logging in ..
Opening a particular form ...
Refreshing a table field ..

Also, where is this user located? Are they on the same subnet?

On 7/6/07, *Rakshit Bhandary* <[EMAIL PROTECTED] > wrote:

**

Hi,



I have just installed AR server 6.3. The Admin tool is really fast, but i
cant say the same about the User client. Infact, it's damn slow.



I had seen this behaviour earlier also with another server. I am not able
to think of any reasons for this kind of behaviour. Please help me out here
in understanding this.



Regards,

Rakshit

__20060125___This posting was submitted with HTML in
it___




--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249 __20060125___This posting was submitted
with HTML in it___




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





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Re: Slow user

[Kaiser Norm E CIV USAF 96 CS/SCCE]

And are you sure you don't have some errant workflow firing at startup
that's taking a long time to complete?

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rakshit Bhandary
Sent: Friday, July 06, 2007 6:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Slow user

 

** 

Slow while logging in.. i.e. opening the Home page and also when opening
the object list.. I have the server on my desktop and i am trying to
login to user tool from there itself.. Overall the performance seems
very slow.. Almost 10 to 15 mins for opening the Home page or Object
list. 



 

On 7/6/07, Frank Caruso <[EMAIL PROTECTED]> wrote: 

** Slow in what way?
Logging in ..
Opening a particular form ...
Refreshing a table field ..

Also, where is this user located? Are they on the same subnet?

On 7/6/07, Rakshit Bhandary <[EMAIL PROTECTED] > wrote: 

** 

Hi,

 

I have just installed AR server 6.3. The Admin tool is really fast, but
i cant say the same about the User client. Infact, it's damn slow. 

 

I had seen this behaviour earlier also with another server. I am not
able to think of any reasons for this kind of behaviour. Please help me
out here in understanding this.

 

Regards,

Rakshit

__20060125___This posting was submitted with HTML in
it___ 




-- 
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com  
703-376-1249 __20060125___This posting was submitted
with HTML in it___ 




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posting was submitted with HTML in it___ 


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Re: AR P3 installer won't run

[Dignard, Norman]

As for renaming the install shield dir did not help. Same problem.

The install path - you don't get that far in the wizard to be able to
spec the path. The error occurs during the install shield wizard launch.

 

Managed to solve the problem by simply doing an - Add new programs from
the Control panel and selecting the setup.exe file.   Go figure.

The problem may stem from a crappy installshield setup.   On our first
pass of installing Windows Enterprise Server 2003 64bit we installed the
OS with Insight manager. This install did not ask for disk 2 of the
media.

All appeared fine from the OS side and setup.exe worked.We
reformated the box and did a reinstall but this time not using Insight
manager. The OS install this time did ask for disk2 which I think has
the 2003 R2 changes.

This time the AR server setup.exe   (as well as the email setup)  gave
us the error.

 

 

Regards,

Norm 


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Re: Slow user

[Mike White]

Try deleting user cache (on the local workstation running the client).
(C:\Program Files\AR System\Home unless you installed elsewhere).

Mike White
Office:  813-978-2192
E-mail:  [EMAIL PROTECTED]


   
  "Rakshit 
  Bhandary"To:   arslist@ARSLIST.ORG
  <[EMAIL PROTECTED]cc: 
  COM> Subject:  Re: Slow user 
  Sent by: "Action 
  Request System   
  discussion   
  list(ARSList)"   
  <[EMAIL PROTECTED]
  ORG> 
   
   
  07/06/2007 07:44 
  Please respond to
  arslist  
   
   




**
Slow while logging in.. i.e. opening the Home page and also when opening
the object list.. I have the server on my desktop and i am trying to login
to user tool from there itself.. Overall the performance seems very slow..
Almost 10 to 15 mins for opening the Home page or Object list.



On 7/6/07, Frank Caruso <[EMAIL PROTECTED]> wrote:
** Slow in what way?
Logging in ..
Opening a particular form ...
Refreshing a table field ..

Also, where is this user located? Are they on the same subnet?

On 7/6/07, Rakshit Bhandary <[EMAIL PROTECTED] > wrote:
**
Hi,

I have just installed AR server 6.3. The Admin tool is really fast, but i
cant say the same about the User client. Infact, it's damn slow.

I had seen this behaviour earlier also with another server. I am not able
to think of any reasons for this kind of behaviour. Please help me out here
in understanding this.

Regards,
Rakshit
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Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
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Re: Slow user

[Rakshit Bhandary]

Slow while logging in.. i.e. opening the Home page and also when opening the
object list.. I have the server on my desktop and i am trying to login to
user tool from there itself.. Overall the performance seems very slow..
Almost 10 to 15 mins for opening the Home page or Object list.



On 7/6/07, Frank Caruso <[EMAIL PROTECTED]> wrote:


** Slow in what way?
Logging in ..
Opening a particular form ...
Refreshing a table field ..

Also, where is this user located? Are they on the same subnet?

On 7/6/07, Rakshit Bhandary <[EMAIL PROTECTED]> wrote:
>
> ** Hi,
>
> I have just installed AR server 6.3. The Admin tool is really fast, but
> i cant say the same about the User client. Infact, it's damn slow.
>
> I had seen this behaviour earlier also with another server. I am not
> able to think of any reasons for this kind of behaviour. Please help me out
> here in understanding this.
>
> Regards,
> Rakshit
> __20060125___This posting was submitted with HTML in
> it___




--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249 __20060125___This posting was submitted
with HTML in it___





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Take a break... Have a kitkat...

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Re: Slow user

[Frank Caruso]

Slow in what way?
Logging in ..
Opening a particular form ...
Refreshing a table field ..

Also, where is this user located? Are they on the same subnet?

On 7/6/07, Rakshit Bhandary <[EMAIL PROTECTED]> wrote:


** Hi,

I have just installed AR server 6.3. The Admin tool is really fast, but i
cant say the same about the User client. Infact, it's damn slow.

I had seen this behaviour earlier also with another server. I am not able
to think of any reasons for this kind of behaviour. Please help me out here
in understanding this.

Regards,
Rakshit
__20060125___This posting was submitted with HTML in
it___





--
Frank Caruso
Specific Integration, Inc.
Senior Remedy Engineer, ITIL Foundation Certified
www.specificintegration.com
703-376-1249

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Slow user

[Rakshit Bhandary]

Hi,

I have just installed AR server 6.3. The Admin tool is really fast, but i
cant say the same about the User client. Infact, it's damn slow.

I had seen this behaviour earlier also with another server. I am not able to
think of any reasons for this kind of behaviour. Please help me out here in
understanding this.

Regards,
Rakshit

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Re: Field Value Lookup using .NET API

[Axton]

Stephen Heider has numerous .net examples you can browse at:

http://arswiki.org/projects/dotnetutil

Just click the 'browse source' tab.

Axton Grams

On 7/6/07, bswrchrd <[EMAIL PROTECTED]> wrote:

I am trying to build a *simple* query function using the .NET API and
PowerShell to query Remedy for a value in a specific field but I am
having no luck. I spent the day googling, reading the C API guide, the
examples from the FTP site, a couple of vbscript examples, and reading
the majority of the .NET posts on the listserv but was unable to
locate a really definitive answer. I would like to be able to search
for specific values for a given fieldId, such as 100217(group) or
100161(Incident Id) in the HPD:Help Desk form. At this point I
have only figured out how use GetEntry to grab the values for a given
entryId below (I pulled the connection values):

$formName = "HPD:Help Desk"
$entryID = "INC00071698"

# Create comobject to talk to Remedy and login to server
$ARServer = New-Object -comobject BMC.ARSystem.Server
$ARServer.Login($server,$username,$password,"")

# Uses BMC.ARSystem.FieldValueList to get items and is searching on
entryID
$form = $ARServer.GetEntry($formName,$entryID)
$form.Item(100161)
$form.Item(100217)

# Cleanup, cleanup, everybody cleanup
[void]$ARServer.Logout

I am thinking that this *should* be easy but it is definitely alluding
me. Is this even possible? TIA

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[Gerhard Conradie]

**
unsubscribe arslist --Gerhard ConradieRemedy Integrated
Solutions Pty(Ltd)Cell: +27 84 515 4097Fax: +27 86 681
9984Email:
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